WPR 1-5 Personal Qualities & Abilities

1. 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.

2. 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.

3. 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

4. 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.

5. 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.

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

• Introduction
• Supporting evidence
• Conclusion
• Non-verbal body language

7. 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.

• wait for a coworker to help her.
• assume she knows less about computers than the younger customers you serve.
• treat her as you would any other customer.
• approach her and ask her in a very loud voice: Are you lost ma'am?

8. 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.

9. All of the following are barriers to respecting diversity EXCEPT:

• acceptance.
• fear.
• stereotyping.
• segregation.

10. 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.