EOPA Study Guide Part 3

Front

The best way for Melissa to determine if her company will pay the tuition for the class that she is taking at the community college is by

Back

reading the employee handbook.

Answer explanation

Reading the employee handbook. Employee handbooks provide information about the company's  general policies and procedures, such as overtime and vacation policies, pay schedules, dress codes,  behavioral expectations, and tuition reimbursement. Some companies will pay for a portion of their  employees' college coursework if it applies to the employee's job. Asking a college counselor, reviewing  the production schedule, and submitting a proposal are not ways to obtain information about her  employer's tuition reimbursement policies. 

Front

As an audience member, which of the following should you do to encourage a speaker during an oral presentation? Smile., Refrain from asking questions., Keep a straight face to communicate that you are serious., Quietly discuss the speech with the person sitting next to you.

Back

Smile.

Answer explanation

Smile. A smile shows the speaker that you support and encourage him/her. It is a good idea to ask  questions when asked. It shows interest in the topic. A straight face is difficult for a speaker to interpret. It  may mean a person is upset, is daydreaming, or is seriously listening. Talking to others during a  presentation is rude to the speaker and may cause him/her to lose his/her train of thought.

Front

Sarah is speaking to a customer who is decisive, forceful, and in a hurry. Sarah should

Back

get to the point of her communication quickly.

Answer explanation

Get to the point of her communication quickly. Decisive, forceful individuals are typically very goal oriented and interested in results. They usually don't like to waste time, so Sarah should get to the point  of her communication quickly, especially since the customer is in a hurry. The customer is not likely to  want to take time to talk about himself/herself, discuss detailed statistics and information, or develop a  relationship with Sarah. 

Front

Roberto has just finished giving a presentation about global warming. An obviously irritated audience member stands and says that there is no evidence to prove global warming exists. Roberto calmly reads results from three scientific reports on its existence. Roberto's response is an example of

Back

defending an idea objectively.

Answer explanation

Defending an idea objectively. Roberto is using facts to overcome an objection and defend his idea in a  professional manner. A conclusion is the prepared ending of a presentation. Since Roberto had just  finished his presentation, he had already delivered the conclusion. A transition occurs mid-speech to shift  from one point to another smoothly. Cultural barriers to new ideas occur when a person allows his/her  cultural background to affect his/her thinking. Roberto is trying to overcome a barrier to his presentation  by using fact-based research. 

Front

An individual calls your company and asks to speak with your coworker, Rhonda Hoffman. What should you do if Rhonda is not available to take the call?

Back

Ask the caller if s/he would like to leave a message.

Answer explanation

Ask the caller if s/he would like to leave a message. If a caller wants to speak to a specific employee who  is unavailable, it is most courteous to ask if you can take a message or ask the caller if s/he would like to  leave a voice-mail message. There isn't enough information to determine if the caller wants to place an  order or if you are in the position to help the caller. If Rhonda is in a meeting or out of the building, putting  the caller on hold until you track her down or asking him/her to call back in a few minutes are not viable  options. Additionally, placing a caller on hold for a long time and telling her/him to call later are rude  responses. 

Front

What does a group's leader do?

Back

Puts the group on a certain course

Answer explanation

Puts the group on a certain course. Though each person in the group has the ability to influence the  others, there's usually a leader who puts the group on a certain course. The leader does not necessarily  take the meeting minutes, nor does s/he have to follow up with everyone later. In addition, the group  members do not have to agree, though they may. 

Front

What is a key to effective note-taking? Options: Creative thinking, Capturing details, Active listening, Using an outline

Back

Active listening

Answer explanation

Active listening. To take meaningful notes, you must listen to what the speaker is saying. To pick up on  the key points, you must actively listen. Effective note-taking does not involve capturing every detail of  the presentation, nor does it involve the use of creative thinking techniques. And although it may be  helpful for some individuals, effective notes do not need to be formatted as an outline.

Front

One computer tool that a businessperson can use to organize online information for a research report is

Back

mind-mapping programs.

Answer explanation

Mind-mapping programs. Mind-mapping computer programs help individuals organize a lot of information  in a meaningful way. Some websites, such as Bubbl.us and Mindmeister, provide mind-mapping  programs free of charge. After mapping out the information in a logical order, the writer can then prepare  the report in a clear, understandable way. Index cards are manual tools for organizing information.  Statistical applications record numerical data. Online survey services (e.g., SurveyMonkey.com) allow  users to prepare, distribute, and analyze online questionnaires.

Front

Alma is preparing a presentation about her department's budget to make to the company president. She wants to use a visual representation of the budget that shows parts in relation to the whole. Alma should consider using a

Back

pie chart

Answer explanation

Pie chart. If Alma wants to illustrate her budget by showing parts in relation to the whole, she should use  a pie chart. A table is a visual way of displaying information in rows and columns. A bar graph shows  values across categories. Line graphs usually depict information over time. Although Alma might want to  use these types of graphics for other parts of her presentation, the pie chart is the best way to show how  the parts of her budget add up to form the whole. 

Front

The business manager tried to write a promotional letter that was simple, clear, and interesting so that customers who received it would

Back

easily understand it

Answer explanation

Easily understand it. Effective written communications are those that are presented clearly, in simple  language, and in an interesting style so that readers will easily understand the message. Written  business messages do not need to be entertaining. When written communications are unclear,  complicated, or difficult to understand, readers tend to lose interest and ignore them. Readers should not  have to read written communications many times to find out what they really mean.