| A | B |
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| Sarah and Billy work at a local restaurant. Sarah arrives promptly each day to relieve Billy. It is Billy's duty to refill condiment containers before he leaves. for the last month, Sarah's customers have complained about being low on condiments and napkins at their tables. Sarah is growing tired of performing Billy's duties along with her own. She blows up at Billy. What should Sarah have done FIRST? | Talk to Billy calmly about the issue |
| Which statement describes the best way to tell someone that their performance is inadequate? | "Your strengths are in customer service, but you need to improve equipment operation skills." |
| Why is the Sandwich Technique effective for providing feedback? | It provides a positive affirmation along with the criticism. |
| Which statement about teamwork is TRUE? | Teams usually take more time to reach a decision than individuals. |
| Sarah and Billy work at a local restaurant. Sarah arrives promptly each day to relieve Billy. It is Billy's duty to refill condiment containers before he leaves. for the last month, Sarah's customers have complained about being low on condiments and napkins at their tables. Sarah is growing tired of performing Billy's duties along with her own. She blows up at Billy. According to the scenario, how should Sarah most effectively express her feelings to Billy. | "I fell frustrated when you leave the containers for me to fill." |
| Which is the best course of action to take when there is more work than can be completed in a given time period? | Talk to the boss about the situation. |
| Which is a characteristic of an effective team leader? | Listening to everyone's opinion |
| Which is the most effective written message? | There will be a sales team meeting tomorrow at 9:00 a.m. |
| Most workers lose a job because of: | Poor interpersonal skills. |
| When an individual has a conflict with another employee, what is the best action to take? | Communicate the issue privately |
| Which practice demonstrates effective leadership? | Delegating tasks |
