31) When resolving conflict, the main goal is to:

• A. debate the problem and choose a winner.

• B. find middle ground or a win-win solution.

• C. explore solutions but punish both parties.

• D. determine the strengths and weaknesses of concerns.

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

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

• B. Smile and answer the question as soon as possible.

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

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

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

• A. Supporting evidence

• B. Conclusion

• C. Introduction

• D. Non-verbal body language

34) While waiting on customers, you notice an elderly woman looking at new computers. You should

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

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

• C. treat her as you would any other customer.

• D. wait for a coworker to help her.

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

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

• B. It creates work ethic.

• C. The work environment will be more ethical.

• D. It meets the federal regulations.

36) All of the following are barriers to respecting diversity EXCEPT:

• A. fear.

• B. stereotyping.

• C. segregation.

• D. acceptance.

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

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

• B. To be fired, reassigned, or demoted.

• C. A promotion for demonstrating integrity.

• D. That no harm is done to the customer.

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

• A. integrity.

• B. work ethic.

• C. diversity.

• D. critical thinking.

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

• A. Respect for diversity

• B. Professionalism

• C. Work ethic

• D. Critical thinking

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

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

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

• C. treat the person with dignity and respect.

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