Chap 11

1. Which statement about professionalism is accurate? 

• Professionalism refers to those behaviors exhibited only to customers. 

• Professionalism describes desirable workplace behavior. 

• Professionalism emphasizes hard skills or technical knowledge desired by employers. 

• Professionalism is important only in large companies. 

2. A synonym for professionalism is 

• hard skills. 

• social acceptance. 

• business etiquette. 

• diversity. 

3. Professional behavior is comprised of six dimensions, including courtesy and respect, appearance and appeal, tolerance and tact, honesty and ethics, reliability and responsibility, and 

• soft and hard skills. 

• self-actualization and self-control. 

• diligence and collegiality. 

• education and training. 

4. Which of the following statements about professionalism in the workplace is accurate? 

• Unprofessional behavior affects only the individual who displays it. 

• More organizations are establishing procedures or policies to encourage professionalism. 

• Employees need to exhibit professional behavior only when working at their desks. 

• You exhibit professional behavior only through nonverbal actions such as dressing appropriately or maintaining eye contact with others. 

5. Stephen is starting a new job and wants to demonstrate that he is a professional employee. What advice should he follow? 

• Never apologize for errors or misunderstandings because doing so calls attention to them. 

• Show up a few minutes to late every so often to show that he isn't an overzealous employee. 

• Share confidential information with his closest coworkers. 

• Keep personal opinions of people private. 

6. Richard wants to prove that he is diligent and collegial. What is the best advice you can give him? 

• Put all focus on his job and avoid volunteering his services to a worthy community or charity group. 

• Turn in projects on time, even if he's not proud of the work he's done. 

• Show a willingness to share his expertise with others. 

• Richard should do all of these to come across as diligent and collegial. 

7. How do recruiters and employers view the importance of professional behavior in the workplace?

• Although recruiters are impressed with applicants who speak well, a candidate's technical expertise is all that matters. 

• Employers will often promote or advance individuals who display appropriate communication skills and professional polish. 

• Professionalism and soft skills are important only in service-oriented fields. 

• Team, communication, and people skills are low priorities for most hiring managers. 

8. Jue understands that soft skills and professional polish will ensure her long-term success on the job. Which of the following is not a soft skill? 

• A grasp of workplace etiquette 

• An eagerness to learn 

• The ability to work effectively as part of team 

• Proficiency in using a variety of computer software packages 

9. Which of the following statements about face-to-face communication is accurate? 

• Face-to-face communication is less expressive and persuasive than written communication. 

• Face-to-face communication increases the likelihood of misunderstandings. 

• Face-to-face conversations reduce cooperation and limit problem solving during conflict. 

• Face-to-face interaction is the most effective of all communication channels. 

10. Saying words correctly and clearly with the accepted sounds and syllables reflects 

• rate

• pitch

• vocal quality

• proper communication