WRS 6-12 Review

​Workplace Readiness Skills 6-12

By Carissa Cline

Conflict Resolution

Negotiates diplomatic solutions to interpersonal and workplace issues

Listening & Speaking

Listens attentively and asks questions to clarify meaning; articulates ideas clearly in a manner appropriate for the setting and audience

Respect For Diversity

Values individual differences and works collaboratively with people of diverse backgrounds, viewpoints, and experiences

Customer Service Orientation

Anticipates and addresses the needs of customers and coworkers, providing thoughtful, courteous, and knowledgeable service

Teamwork

Shares responsibility for collaborative work and respects the thoughts, opinions, and contributions of other team members

Big Picture Thinking

Understands one's role in fulfilling the mission of the workplace and considers the social, economic, and environmental impacts of one's actions

Career & Life Management

Plans, implements, and manages personal and professional development goals related to education, career, finances, and health

Multiple Choice

Which of the following is most closely related to the "culture" of an organization?

• Company values

• Workplace procedures

• Competitive edge

Multiple Choice

You have been working on a game design project with your manager who has been repeatedly using inappropriate language which makes you uncomfortable. You have already asked him to stop doing so. What should you do?

• Join in with the use of the inappropriate language to fit in.

• Remain calm and report the problem up the chain of command.

• Directly confront the manager again about the situation.

• Threaten to quit if he does not stop speaking in such an inappropriate way.

Multiple Choice

An angry coworker complains about the way you do your job. Your BEST response is to

• be more assertive than he/she is.

• call security for help.

• walk away to avoid conflict.

• remain calm and focused on a solution.

Multiple Choice

Which of the following strategies for dealing with conflict requires input from both sides to work through differences to find a win-win solution?

• Negotiation

• Denial

• Competition

• Avoidance

Multiple Choice

When resolving conflict, the main goal is to:

• debate the problem and choose a winner.

• explore solutions but punish both parties

• find middle ground or a win-win solution.

• determine the strengths and weaknesses of concerns.

Multiple Choice

At the conclusion of making a presentation to a large group, someone from the audience asks you a long, elaborate question. What is the best practice to use in order to answer the question effectively?

• mile and answer the question as soon as possible

• Restate the key question and ask if your understanding is correct.

• Ask for the person’s email address so you can send him/her your answer.

• Focus on one part of the question and answer that, then move on.

Multiple Choice

What part of your speech sets the tone, gains trust, and gets the audience's attention?

• Introduction

• Supporting Evidence

• Conclusion

• Non-verbal body language

Multiple Choice

While waiting on customers, you notice an elderly woman looking at new computers. How should you best assist her?

• assume she knows less about computers than the younger customers you serve.

• treat her as you would any other customer.

• approach her and ask her in a very loud voice: Are you lost ma'am?

• wait for a coworker to help her.

Multiple Choice

Why is having cultural diversity on a company’s staff a good idea?

• It creates work ethic.

• The work environment will be more ethical.

• There is a broader range of talents, skills, and creativity.

• It meets the federal regulations.

Multiple Choice

All of the following are barriers to respecting diversity EXCEPT:

• Acceptance

• Fear

• Sterotyping

• Segregation

Multiple Choice

A customer-service worker, due to her religious beliefs, has refused to serve someone. What should that employee expect?

• That a coworker will step in on her behalf and serve the customer.

• A promotion for demonstrating integrity.

• To be fired, reassigned, or demoted.

• That no harm is done to the customer.

Multiple Choice

Teaching employees to manage conflict, to collaborate, and to understand cultural differences creates a work environment that supports:

• Integrity

• Diversity

• Work Ethic

• Critical Thinking

Multiple Choice

Being considerate of other people and cultures is an example of which workplace readiness skill?

• Professionalism

• Work Ethic

• Respect for Diversity

• Critical Thinking

Multiple Choice

While in the workplace, you meet a person with a disability. You should

• treat the person with dignity and respect.

• avoid eye-contact and do not offer any assistance.

• ask a coworker to help the person if you have no experience.

• ask questions about the origin of the person's disability.

Multiple Choice

Oki is a sales associate at a computer sales store. He notices an older man with tattered clothing enter the store. How should he first approach the customer?

• Inform the customer of available lay-away plans.

• Ask the customer to look at the posted dress code and leave.

• Greet the customer and ask if he would like her assistance.

• Wait until the customer approaches her and handle it.

Multiple Choice

Sierra has taken initiative to create a new operations manual for the office. To gather accurate information for the manual, she decides to survey the staff to determine which procedures are currently used. Sierra is demonstrating:

• independence.

• internal customer service.

• career goals.

• telecommunications.

Multiple Choice

A customer who speaks little English calls with questions about a product he recently purchased at your store. You are having difficulty understanding him. What is your best approach to helping this customer?

• Find a coworker of another ethnicity who can help.

• Send the caller to your supervisor.

• Tell the customer you cannot understand him and ask him to visit the store.

• Follow the established customer-service policy.

Multiple Choice

Project tasks have been assigned to individual team members. Which action MOST hurts the potential success of the team?

• Having distinct roles

• Inspiring competition among team members

• Individuals requesting help when problems arise

• Focusing exclusively on individual roles.

Multiple Choice

Which of the following BEST describes contributing to the success of any team?

• Isolating your work to be more productive

• Working collaboratively with others

• Asking others for assistance

• Volunteering to be the leader

Multiple Choice

_____ allows you the opportunity to define your company's goals, ethics, culture, and norms for decision making.

• The vision statement

• The mission statement

• Legal disclaimers

• The manufacturer's resources

Multiple Choice

The sometimes predictable fluctuations in economic activity of one company, such as employment and production, are referred to as

• the business cycle.

• microeconomics.

• the law of demand.

• the law of supply.

Multiple Choice

What is the result of a large supply but a low demand for a particular product?

• an increase in price

• an increase in competition

• surplus

• a monopoly

Multiple Choice

If you are interested in a promotion, which of the following is essential?

• Take coworkers to lunch.

• Develop a friendship with your supervisor.

• Hire a life coach.

• Acquire and prove new industry knowledge.

Multiple Choice

When applying for a job that has specific job requirements, you should clarify, emphasize, and elaborate on your ability to perform those tasks in your

• resume.

• references.

• bibliography.

• cover letter.

Multiple Choice

A benefit to preparing and taking your own lunch to work is:

• it cuts down on time needed for a lunch break.

• it provides the opportunity to eat healthier.

• it is good for the environment.

• it promotes workplace morale and culture.

Multiple Choice

An employer responds positively to Alice's application by calling and asking her to interview in person. Her parent can help her the most by

• assuring Alice that she will do great on the interview

• asking her mock questions and giving feedback.

• writing a strong reference letter to her potential employer.

• purchasing a new ball gown for the interview.