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. 

Most ethics problems in the workplace involve: 

• Loyalty
• Dishonesty
• Punctuality
• Confidentiality

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 

A result of using teamwork in an organization is: 

• Less competition
• Equal salaries
• Decreased worker morale
• Increased production and output

When peers at work offer suggestions to correct a weakness, a person should: 

• Become defensive
• Ignore them
• Consider their suggestions
• Always accept their advice

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 

For the employee, teamwork usually results in: 

• Loss of communication
• Lower self-esteem
• Greater insurance coverage
• Increased morale

A leader’s willingness to take credit and blame for his/her actions is called: 

• Accountability
• Decisiveness
• Empathy
• Vision

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