CM 1.02 Interpersonal Skills

Reading is important in the workplace because of the need to read:

• Shakespeare's great works.
• a personal text from a coworker.
• instructions from the supervisor.
• TV Guide.

When speaking to someone at work about a conflict:

• talk to him/her in front of other people.
• try to embarrass him/her.
• use "you" messages.
• use "I" messages.

When a conflict arises between two coworkers, the best solution is to:

• go directly to the supervisor without first discussing the problem.
• fight it out with the coworker after work.
• avoid the coworker altogether.
• communicate with the coworker to seek a solution.

Which often has the most effect on the understanding of a spoken message?

• What is said
• What is heard
• Nonverbal communication
• Voice tone

When taking a telephone message at the workplace, it is best for the person to:

• rely on his/her memory.
• write the message down.
• tell the message to someone.
• tell the caller to call back later.

To get along better with your coworkers:

• listen and answer questions briefly and positively.
• always tell the supervisor what coworkers say.
• do not say anything to anyone.
• ask the supervisor before repeating gossip.

Why is consensus important?

• Group members can support a decision and move forward.
• Group communication is weakened.
• It causes resentment on part of some group members.
• It allows part of the group to move forward.

When answering the phone at work, it is appropriate to:

• chew gum.
• use slang terms.
• identify oneself and the company.
• place the caller on hold immediately.

Which exemplifies positive communication skills at work?

• Always telling jokes
• Responding to memos, phone messages, and e-mails promptly
• Never offering an opinion at meetings
• Making personal phone calls early in the day

A result of using teamwork in an organization is:

• less competition.
• equal salaries.
• decreased worker morale.
• increased production and output.