Work Place Readiness Quiz 2 Skills 6-12

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

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 & focused on a solution

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

• Avoidance

• Denial

• Competition

When resolving conflict, the main goal is to:

• Debate the problem & choose a winner

• Explore solutions but punish both parties

• Find middle ground or a win-win solution

• Determine the strengths & weaknesses of concerns

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

• Introduction

• Supporting Evidence

• Conclusion

• Non-verbal body language

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

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 & serve the customer

• A promotion for demonstrating integrity

• That no harm is done to the customer

• To be fired, reassigned, or demoted

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

• Professionalism

• Work Ethic

• Respect for Diversity

• Critical Thinking

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

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 & ask him to visit the store

• Follow the established customer-service policy