WRS Exam Review: Skills 6-12 By Mr. B

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 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.

Answer explanation

Remaining calm and reporting the problem up the chain of command is the best approach. It ensures that the issue is addressed formally and protects you from potential backlash, unlike the other options which may escalate the situation.

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.

Answer explanation

Remaining calm and focused on a solution is the best response. It helps de-escalate the situation, shows professionalism, and allows for constructive dialogue to address the coworker's concerns effectively.

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

Answer explanation

Negotiation is the strategy that involves both parties working together to resolve their differences and achieve a win-win outcome. In contrast, avoidance, denial, and competition do not facilitate collaborative solutions.

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.

Answer explanation

The main goal in resolving conflict is to find middle ground or a win-win solution, ensuring that both parties feel heard and satisfied, rather than focusing on winning or punishing.

After making a presentation to a large group, someone from the audience asks you a long, elaborate question. What is the best practice to use 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.

Answer explanation

Restating the key question ensures clarity and confirms your understanding, which helps in providing a focused and relevant answer. This approach also engages the audience and shows that you value their inquiry.

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

• Introduction

• Supporting evidence

• Conclusion

• Non-verbal body language

Answer explanation

The introduction of your speech is crucial as it sets the tone, establishes credibility, and captures the audience's attention, making it the most important part for engaging listeners right from the start.

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.

• 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?

• treat her as you would any other customer.

• wait for a coworker to help her.

Answer explanation

Treating her as you would any other customer ensures respect and avoids assumptions about her knowledge. Everyone deserves equal assistance, regardless of age.

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.

Answer explanation

Having cultural diversity on a company’s staff brings a broader range of talents, skills, and creativity, which enhances problem-solving and innovation, ultimately benefiting the organization.

All of the following are barriers to respecting diversity EXCEPT:

• fear

• acceptance

• stereotyping

• segregation

Answer explanation

Acceptance is not a barrier to respecting diversity; rather, it promotes understanding and inclusion. In contrast, fear, stereotyping, and segregation hinder the ability to respect and appreciate diverse perspectives.

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.

Answer explanation

The employee can expect to be fired, reassigned, or demoted for refusing service based on personal beliefs, as this can violate company policies and customer service standards.