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What is an important aspect of active listening during a conflict?

• Interrupting the speaker

• Checking your phone

• Making eye contact and nodding

• Ignoring the speaker

Why is it important to be mindful of your language and tone when speaking?

• It doesn’t matter how you speak

• Your words and tone can impact others’ feelings and reactions

• Speaking loudly is always better

• Using offensive language is acceptable

You would be likely to use Desktop Publishing to

• create a newsletter

• perform financial calculations

• record inventory data

• draft a report

How can problem-solving skills benefit both the team and the customers?

• By creating additional issues in which you will need to handle

• By efficiently addressing and resolving customer concerns

• By ignoring customer complaints

• By blaming team members for problems

While waiting on a customer in a local cell phone establishment, you notice an elderly man looking at the collection of cell phones. What should you do?

• Wait for a coworker to help the customer

• Assume that he knows less about cell phones than a younger person

• Approach him in a loud voice and ask if he’s ok

• Treat him as you would any other customer

The first step in making a budget is to

• rent an apartment

• increase your income

• decide on your goals

• decrease your expenses

Susie is getting ready for a job interview. As a friend, what can you do to help her?

• Ask her mock interview questions and provide feedback.

• Tell her to purchase three new outfits.

• Assure her that she will do fine.

• Tell her not to sweat it.

Johnny is interested in becoming a nurse and wants to learn more about the daily expectations in this field. What Work-Based Learning Program would benefit him?

• Service learning

• Entrepreneurship

• Work training

• Job shadowing

One expense that is considered a utility is your

• rent

• electricity

• mail

• security deposit