PCC Unit 3 Post-test

Which professional is displaying positive work ethic?

• a physicist who tells inappropriate jokes to his co-workers during lunch

• a chemistry teacher who stays after class to help students understand a challenging topic

• a nutritionist who wears sweatpants to client meetings

• a mechanical engineer who consistently must reschedule project deadlines

• a biologist who frequently asks co-workers for help with completing projects

Stanley, an electrical engineer, comes to work every day with a positive attitude. He has many goals, and he knows that he will have to work hard to achieve them. Stanley completes his projects on time and offers to help out when needed. Stanley has strong skills in which area?

• conflict-resolution

• self-representation

• teamwork

• positive work ethic

• integrity

Chelsea is a network administrator at a publicity company. Her co-workers often come to her when they can’t access files through the company’s computer network or when they have problems logging in to the company website. Which skills are important for Chelsea’s job?

• writing skills

• math skills

• goal-setting skills

• speaking skills

• problem-solving skills

Carson holds a fast-paced and high-pressure job as a stockbroker and regularly meets with his clients, who have busy work schedules. Which two of the following skills are the most essential for Carson to develop?

• teamwork skills

• creativity

• writing skills

• self-representation skills

• time-management skills

Match the scenario with the skill the professional uses in the situation.

Situation: a designer combining scraps of material

to use to create a new piece of furniture

• listening skills

• research skills

• resourcefulness

Match the scenario with the skill the professional uses in the situation.

Situation: a math teacher reviewing and evaluating

different sources to prepare for a lesson

• listening skills

• research skills

• resourcefulness

Match the scenario with the skill the professional uses in the situation.

Situation: a doctor concentrating on a patient’s

health complaints, making sure to pay

attention to the patient’s voice and

body language

• listening skills

• research skills

• resourcefulness

What customer service skills is Nellie showing?

Nellie works in an electricity distribution company’s customer service department. One day she gets a call from a customer who is furious that he had to pay the bill and fine of the previous owner, who was stealing electricity. He uses a lot of offensive language and seems to be holding Nellie personally responsible for sending him the bill. Nellie tries not to feel angry and irritated. She tries to imagine how she would feel if she had to pay a bill that wasn’t hers. She tells the customer that she understands how he feels and promises to do whatever she can to cancel the bill. She also apologizes for the utility company’s blunder.

Nysa is showing ___________________.

• empathy

• patience

• honesty

What should Mikko do? What customer service skills would he be showing?

Mikko works for a cruise company. His company offers a seven-day Mediterranean cruise. A young couple seems interested in the cruise. They are especially attracted by the reasonable price range. While discussing the details of the cruise, the couple asks if free clean water will be available. Mikko knows that water isn’t included in the overall price and that the couple will have to pay for bottled water.

Mikko should _______________________________________________. Mikko is showing ________________.

• 1st. Blank: tell them that the water is not included in the overall price

• 1st. Blank: tell them water will be available because there will be many shops selling bottled water on the cruise

• 1st. Blank: tell them that water will be available because all guests get one complimentary water bottle with lunch and dinner

• 2nd. Blank: effective communication

• 2nd. Blank: honesty

What kind of environment is Donna working in?

Donna is on a cross-country trip. On the journey, she works on her laptop, typing some articles and emailing them to her boss. Donna is working in a ______________________ environment.

• risky

• rural

• telecommunicating