WRS 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 and 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 and choose a winner.

• explore solutions but punish both parties.

• find middle ground or a win-win solution.

• determine the strengths and weaknesses of concerns.

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

• Smile and answer the question as soon as possible.

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

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

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

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

• Introduction

• Supporting evidence

• Conclusion

• Non-verbal body language

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

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

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

• wait for a coworker to help her.

• treat her as you would any other customer.

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.

All of the following are barriers to respecting diversity EXCEPT:

• acceptance.

• fear.

• stereotyping.

• segregation.

 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 and serve the customer.

• A promotion for demonstrating integrity.

• That no harm is done to the customer.

• To be fired, reassigned, or demoted.