EOPA 1-50

Which of the following is an example of a company procedure:

• Employees are permitted to wear open-toed shoes to work, but they may not wear flip-flops.
• After five years of service, staff members receive four weeks of paid vacation.
• Triton Manufacturing pays employees the standard gas mileage reimbursement rate of $.55 per mile.
• To order supplies, employees must complete the R-3 form and then give it to their immediate supervisor.

Why is it important to use communication styles that are appropriate to the target audience?

• To effectively convey information
• To analyze feedback
• To organize presentations
• To quickly establish control

It is most appropriate for businesspeople to use complex, technical jargon when they are

• speaking with coworkers.
• greeting new customers.
• introducing a friend to a business associate.
• informally conversing with an acquaintance.

Rosemary is making a sales presentation to a group of potential customers. What communication style is the most appropriate for Rosemary to use with this audience?

• Traditional
• Casual
• Cooperative
• Persuasive

What should employees be willing to accept when defending their ideas objectively?

• Personal attack
• Additional responsibility
• Nonverbal support
• Critical feedback

In a weekly staff meeting, Morgan presents a set of new procedures that she believes will improve the department's productivity levels. Jacob disagrees with Morgan's approach and provides an alternative for improvement. Although Morgan agrees with a couple of Jacob's points, she still thinks her plan will be better for the company in the long run. How can Morgan effectively defend her idea for improvement?

• Request that the group meet again, so she has time to come up with new ideas
• Tell Jacob that most of his ideas are weak and restate her suggestions
• Present supporting research for her suggestions in an unbiased way
• Ask the other members of the group for their input and ideas

You think you have the best solution for a problem at work, but your colleagues don't believe that your idea will work. What should you do?

• Remain patient.
• Become defensive.
• Accept defeat.
• Reject feedback.

Which of the following is a general guideline for answering the telephone in a businesslike manner:

• Identify the firm or department and yourself
• Address the caller by his/her first name
• Take immediate action on the caller's request
• Record the correct spelling of each caller's name

Which of the following is a technique you can use to demonstrate a positive attitude over the telephone:

• Smile when you answer the telephone.
• Use a wide vocabulary in conversations.
• Be informed about your business's rules.
• Shut out all distractions while talking.

A recommended way to find out why the caller has phoned your business is to

• wait for the caller to ask questions.
• ask the caller, "How may I help you?"
• ask the caller, "What did you want?"
• answer promptly with a friendly greeting.