During a staff meeting, a supervisor asks employees to bring new ideas to the next staff meeting that will improve customer service. The BEST way to come up with good ideas is to:

research how competitors have done it.

ignore requests that are outside of your job description.

ask your coworkers what they would do.

Which of the following statements best resembles the creative process?

Find a disruption and imitate it.

Focus on a single idea and repeat it.

You are working on a time-sensitive project. Your coworker comes to you and says he needs to leave, due to a family emergency. He asks you to complete a project for him that is due that day. Following problem-solving steps, what is the FIRST step you should take to ensure all work is completed?

Clarify the priority of objectives with the project leader.

Concentrate on your project first.

Tell your coworker you are unable to help.

Evaluate the coworker's role and performance with the project leader.

The first thing Barry does when he opens the home improvement store each day is to switch on the lighted “Open” sign. Today, the sign does not come on. How would Barry most efficiently determine if the problem is with the power company or the sign itself?

Attempt to switch on another device to see if it has power.

Reset the circuit breaker in the basement.

Call an electrician right away.

Laurie’s supervisor asks her to select the best contractor for an upcoming construction job. Laurette narrows the choices down to four contractors. What is the process for making her decision?

Evaluate all factors needed and select the most suitable contractor based on the factors.

Ask a coworker to help make the decision and select the best contractor using this rationale.

Select the contractor who is the most affordable and explain why to your supervisor.

Select the contractor who is closest in distance to the job location.

Which of the following best resembles initiative?

Seizing a leadership opportunity.

Following leadership obediently.

Ethically demonstrating opportunity.

Carla believes she is more productive when she listens to music at work, but her boss does not allow it. She should

try to convince her boss of her point of view.

put on headphones to listen in private.

listen to it anyway since it is good for productivity.

Being a responsible citizen means you should

be as productive as possible on the job.

try to please everyone around you.

While working as a restaurant cashier, your friends come in to eat dinner. You should

treat them as you would any other customers.

give them a discount on their food order using your employee discount.

tell them you are not allowed to serve them.

You are working at a graphic design firm. Your team is working on an important project and your team leader asks you to stay late to meet a deadline. Since you normally get off at 5 p.m. from work, you previously agreed to take a neighbor to an important appointment at 6:30 p.m. What should you do?

Reach a compromise and work until 6:00 p.m. and then leave and try to still take your neighbor to the 6:30 p.m. appointment.

Make other arrangements for your neighbor and stay to finish the project deadline.

Agree to stay and finish your project without question because work is more important.

Since you first committed to help your neighbor, tell your coworker you cannot stay and why.

Your supervisor asks you to come in on Saturday to finish your marketing presentation because the client is coming in earlier than originally expected, on Monday morning. You already have weekend plans. What is the expectation?

Negotiate with your supervisor.

Call the client to reschedule his visit.

Hector worked for a renewable energy company but was recently fired. He did his job better than any of the other workers in his department, but he often refused to help others with their work. Hector did his work well but never did anything extra. Why is he consistently passed over for promotion?

He does not have a good work ethic.

Hector outperforms others and made them look less skilled.

The boss expects too much from Hector.

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?

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.

Join in with the use of the inappropriate language to fit in.

An angry coworker complains about the way you do your job. Your BEST response is to

remain calm and focused on a solution.

be more assertive than he/she is.

When resolving conflict, the main goal is to:

find middle ground or a win-win solution.

debate the problem and choose a winner.

explore solutions but punish both parties.

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?

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

Smile and answer the question as soon as possible.

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.

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

treat her as you would any other customer.

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.

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

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

The work environment will be more ethical.

It meets the federal regulations.

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

To be fired, reassigned, or demoted.

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.

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

treat the person with dignity and respect.

avoid eye-contact and do not offer any assistance.

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

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

Oki is a sales associate at a computer sales store. He notices an older man with tattered clothing enter the store. How should he first approach the customer?

Greet the customer and ask if he would like her assistance.

Inform the customer of available lay-away plans.

Ask the customer to look at the posted dress code and leave.

Wait until the customer approaches her and handle it.

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?

Follow the established customer-service policy.

Find a coworker of another ethnicity who can help.

Send the caller to your supervisor.

Tell the customer you cannot understand him and ask him to visit the store.

Project tasks have been assigned to individual team members. Which action MOST hurts the potential success of the team?

Inspiring competition among team members

Individuals requesting help when problems arise

Focusing exclusively on individual roles.

Which of the following BEST describes contributing to the success of any team?

Working collaboratively with others

Isolating your work to be more productive

If you are interested in a promotion, which of the following is essential?

Acquire and prove new industry knowledge.

Develop a friendship with your supervisor.

You are concerned because you are 50 pounds overweight. A logical, short-term goal is to:

decide to stop eating a certain food.

Workplace Skills

Authored by Michelle Hazleton

English

9th Grade

CCSS covered

Used 9+ times

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100 questions

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MULTIPLE CHOICE QUESTION

30 sec • 1 pt

An employee at an auto repair garage proposes a new, efficient way to safely dispose of used motor oil. This is an example of:

teamwork.

critical thinking and problem solving.

creativity and innovation.

work ethic.

Answer explanation

The correct choice is creativity and innovation because the employee is proposing a new, efficient way to dispose of used motor oil.

Which is the best example of "demonstrating creativity and innovation"?

Evaluating potential solutions and resources

Developing and/or improving products, services, or processes

Displaying a disciplined work ethic

Prioritizing your job tasks on a daily basis

Answer explanation

Developing and/or improving products, services, or processes is the best example of demonstrating creativity and innovation.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

You have researched the history of a product development and are about to propose providing an additional service to your customers that should create return business and customer loyalty. This proposal is an example of:

work ethic and adaptability.

creativity and innovation.

integrity and resolve.

customer service.

Answer explanation

The proposal to provide an additional service to customers shows creativity and innovation in enhancing the product development, aiming to create return business and customer loyalty.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Eli proposed a plan to expand his business while cutting costs. This is an example of:

professionalism.

big-picture thinking.

dependability.

creativity.

Answer explanation

Eli's plan to expand his business while cutting costs demonstrates creativity by coming up with innovative solutions to achieve business growth and efficiency.

Jasmine created an interactive department calendar, using an app to track attendance. Essentially she demonstrated:

creativity.

efficiency.

professionalism.

big-picture thinking.

Answer explanation

Jasmine demonstrated efficiency by using an app to track attendance, showcasing a streamlined and effective approach to managing the department calendar.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Shawnee submitted new procedures to her supervisor on how to improve sales and service, based on a new model she learned about during a professional development conference. These new procedures represent a(n):

negotiation

innovation

collaboration

initiative

Answer explanation

Shawnee's submission of new procedures based on a new model represents innovation as it introduces a new idea or method to improve sales and service.

An example of demonstrating creativity and innovation at work is to:

arrive to work on time each day.

follow work protocol as stated by the employee policies.

have a positive relationship with your manager.

learn to do your job more efficiently

Answer explanation

Choosing to learn to do your job more efficiently showcases creativity and innovation by improving processes and finding new solutions.

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Workplace Skills

An employee at an auto repair garage proposes a new, efficient way to safely dispose of used motor oil. This is an example of:

The correct choice is creativity and innovation because the employee is proposing a new, efficient way to dispose of used motor oil.

Which is the best example of "demonstrating creativity and innovation"?

Developing and/or improving products, services, or processes is the best example of demonstrating creativity and innovation.

You have researched the history of a product development and are about to propose providing an additional service to your customers that should create return business and customer loyalty. This proposal is an example of:

The proposal to provide an additional service to customers shows creativity and innovation in enhancing the product development, aiming to create return business and customer loyalty.

Eli proposed a plan to expand his business while cutting costs. This is an example of:

Eli's plan to expand his business while cutting costs demonstrates creativity by coming up with innovative solutions to achieve business growth and efficiency.

Jasmine created an interactive department calendar, using an app to track attendance. Essentially she demonstrated:

Jasmine demonstrated efficiency by using an app to track attendance, showcasing a streamlined and effective approach to managing the department calendar.

Shawnee submitted new procedures to her supervisor on how to improve sales and service, based on a new model she learned about during a professional development conference. These new procedures represent a(n):

Shawnee's submission of new procedures based on a new model represents innovation as it introduces a new idea or method to improve sales and service.

An example of demonstrating creativity and innovation at work is to:

Choosing to learn to do your job more efficiently showcases creativity and innovation by improving processes and finding new solutions.

The ability to find and allocate available resources to improve a product or service is an example of:

The ability to find and allocate available resources to improve a product or service falls under career management as it involves strategic planning and development of one's career path.

During a staff meeting, a supervisor asks employees to bring new ideas to the next staff meeting that will improve customer service. The BEST way to come up with good ideas is to:

Researching how competitors have implemented customer service improvements can provide valuable insights and inspiration for generating new ideas.

Which of the following statements best resembles the creative process?

The correct answer is to find a pattern and disrupt it, which best resembles the creative process by breaking away from the norm and introducing new ideas.

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