| A | B |
|---|
| Communication skills include: | Reading |
| To get along better with your coworkers: | Listen and answer questions briefly and positively. |
| Why is consensus important? | Group members can support a decision and move forward. |
| When addressing someone involved in a conflict: | Talk to him/her in a private location. |
| A leader's willingness to take credit and blame for his or her actions is called: | accountability. |
| Reading is important in the workplace because of the need to read: | instructions from the supervisor. |
| Which often has the most effect on the understanding of a spoken message? | Nonverbal Communication |
| When answering the phone at work, it is appropriate to: | identify oneself and the company. |
| When a conflict arises between two coworkers, the best solution is to: | communicate with the coworker to seek a solution. |
| Which exemplifies positive communication skills at work? | Responding to memos, phone messages, and emails promptly |
| Most ethics problems in the workplace involve: | dishonesty. |
| Which is a benefit of conflict? | Differences are often settled. |
| What skill helps a person follow oral directions? | Listening carefully |
| When taking a telephone message at the workplace, it is best for the person to: | Write the message down |
| Which represents ethical behavior in the workplace? | Reporting a coworker who is stealing merchandise |
| A result of using teamwork in an organization is: | increased production and output. |
| For the employee, teamwork usually results in: | increased morale. |
| The words TO, FROM, DATE and SUBJECT appear in the heading of a: | memorandum. |
| When speaking to someone at work about a conflict: | use "I" messages. |
| When peers at work offer suggestions to correct a weakness, a person should: | consider their suggestions. |
| Which practice demonstrates effective leadership? | Delegating tasks |
| When an individual has a conflict with another employee, what is the best action to take? | Communicate the issue privately |
| Which is a characteristic of an effective team leader? | Listening to everyone's opinion |
| 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 statement about teamwork is TRUE? | Teams usually take more time to reach a decision than individuals. |
| 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." |
| An oral presentation should include: | An introduction. |
| Which is a component of an essay? | Thesis |
| Using all capital letters in an e-mail message is the same as what in oral communication? | Shouting |
| The language used when writing a response to a customer's request should be: | Polite and respectful. |
| When communicating with coworkers, misunderstandings can be reduced by: | Communicating clearly in written form. |
| Which team role sets the team's agenda and helps the group make progress? | Leader |
| Which written document is usually very brief and resembles a memo? | E-mail message |
| When delivering a speech, it is best to focus on the: | Audience. |
| When talking on the phone at work, it is acceptable to: | Speak clearly. |
| Turning a conflict over to a third party when those involved cannot agree on a solution is: | Arbitration |
