WorksheetsWorkplace Communication
Total questions: 49
Worksheet time: 28mins
Kim Shin works at an accounting office. Which of the following should she do before sending a work-related email?
Check that the names and addressed of the intended recipients are correct.
Ensure the email has subject line, required attachments, a pleasant greeting, and her contact information.
Proofread and check for confidential information in the email and it's attachments.
All of the above.
Wang Yeo is attending a work meeting. When is it appropriate for him to use his smartphone?
If the meeting is boring.
If the speaker cannot see him using it?
If his supervisor is not present.
If the meeting specifically requires the participants to access information online.
Salmia works at an accounting office. Which of the following should she do before sending a work-related email?
Check that the names and addressed of the intended recipients are correct.
Ensure the email has subject line, required attachments, a pleasant greeting, and her contact information.
Proofread and check for confidential information in the email and it's attachments.
All of the above.
Megat works at a sporting goods store. Which is the best way to answer the store's telephone on a busy day?
"Please hold."
"Can I call you back later?"
"Thanks for calling XYZ Sports. This is Megat. Can you please hold for one moment?"
"XYZ Sports. What do you need?"
Fatin is careful of how she communicates with people at work. Which is an example of positive nonverbal communication?
Smiling and nodding.
Asking and answering questions.
Crossing her arms and sighing.
Rolling her eyes and frowning.
Mark needs to place a non-urgent order with the sales representative at an office supply company. What should Josh do if the representative does not answer the phone?
He should call every 10 minutes, but he should not leave a voicemail message.
He should leave a voicemail message that includes his name, company name, phone number, and reason for calling.
He should send a text message and an email after he leaves a voicemail message.
He should call the representative's supervisor if the representative has not returned his phone call in 15 minutes.
Idzwan is a computer technician. An older customer is asking the same questions repeatedly. What should Idzwan do?
Tell the customer, "You already asked that question."
Sigh and roll her eyes at the customer.
Try using different words, a drawing, or a demonstration to answer the questions.
Stop answering the questions and walk away.
Akmal is delivering a sales presentation. During his presentation, he should do all of the following EXCEPT...
Make eye contact with the audience.
Talk at an appropriate speed and volume.
Look down and read directly from his notes.
Remember to breathe and smile.
Azlina is unhappy with her performance review and salary. She schedules a face-to-face meeting with her supervisor. Which of the following should she also do?
Plan to meet in a quiet location away from co-workers and customers.
Remain calm, poised, and focused.
As her supervisor for specific feedback examples, and improvement ideas.
All of the above.
Mr. Jude is responsible for updating the company's social media sites. He should do all of the following EXCEPT...
Proofread for content, grammar, spelling, capitalization, and punctuation mistakes.
Credit the sources of any statistics, photographs, or quotes.
Use a highly controversial even or idea to grab the viewer's attention.
Ensure no confidential information is revealed.
Elvira is participating in a conversation. Which demonstrates her good listening skills?
Nodding and making eye contact.
Checking her phone for text messages.
Looking around the room.
Interrupting the person to ask a question.
Tomorrow Allysa will participate in a video conference call. Prior to the call, she should do all of the following EXCEPT...
Practice using the equipment.
Find a chair with wheels so she can move around during the call.
Minimize the background noise.
Put away her mobile devices and other distractions.
Gusdhur is in a face-to-face interview. Which is an example of positive nonverbal communication?
Looking around the room.
Talking about why he is the best candidate for the job.
Sitting up straight and making eye contact.
Reading his resume' out loud.
When should text messages be used in the workplace?
To share large amount of information.
To share confidential information.
To share inappropriate jokes.
To share urgent information, provide a quick response, or ask a simple question.
Due to disagreements in goals, facts or expectations are
argument
workplace conflict
breach of contract
customer service
Conflict can empower a group as well as destroy it
True
False
Conflict is normal and inevitable process in an organization
True
False
Objective to win and make the other lose no matter the expense is
compensation
pride
competition
jealousy
Finding the middle ground in a conflict is
avoid conflict
compromise conflict
manage conflict
process conflict
Who must act as referees to solve employee conflicts and guard against losing their temper
employees
supervisor
customers
friend
What are some sources of conflict
communication
jealousy
pride
all of the above
Conflict rarely resolves itself in fact conflict normally escalates if not dealt with proactively and properly
True
False
To fight against
pride
performance discrepancies
opposing positions
power struggle
Conflict is when two people or groups disagree, and disagreement causes friction
True
False
When you let your emotions drive your decision, it can cause conflict in the workplace
True
False
What is conflict that arise between two people who work together but just don't care for each other
emotions
communication
structure
personal variables
Failure to communicate for fear being put down
jealousy
ego
pride
compensation
Thinking you are better and smarter than your colleagues are
pride
ego
opposing position
competitive tensions
Behavior can be
actions
reactions
statements
all of the above
If you want to get ahead, you'd better learn to ......
raise your game.
toe the line.
cross the line.
Which word does the verb raise NOT collocate with?
issue
conflict
money
The following are the ways on how to control a conflict at a workplace EXCEPT...
promote good morale and protecting the group's reputation by through team-building program.
keep people in the group up-to-date with current issues.
bringing differences of opinions into the open and facilitating resolution of conflicts.
express negative expectations about one another.
The following are the causes of conflicts at workplace EXCEPT...
have a clear and objective shared goal.
lack of responsibility on sensitive issues
desire for power.
increasing lack of respect.
You should never have to ... to screaming at your employees, after all, you're all supposedly intelligent people.
respond
resolve
resort
reassert
I'd like to reintroduce myself, I believe we've got off on the wrong ... .
foot
leg
arm
hand
I get that the customer was irritating, but you shouldn't have ... off the handle!
blown
run
flown
fled
I someone is on the verge of losing their cool, we say they're at the end of their ...
straw
tether
patience
road
If you get someone's back up, that means you...
hate them
like them
irritate them
are their best friend
I don't know what you did that ... Mark the wrong way, but you should probably apologise.
did
rubbed
drew
put
A healthy work environment include all except....
Smoke-free environment
Noisy
Remove obstacles/tripping
Prevent visual distractions
How should you sit in your chair while keying?
Feet flat on floor
Legs stretched out
Chair pulled out from table
Feet crossed in a "X" position
To reduce stress, you should
Get enough sleep
Eat right
Exercise
Be rude
Where can accidents happen?
Anywhere
In the classroom
In the hallway
Outside
Electricity presents a shock hazard when not properly grounded.
True
False
Workplace technology is relied upon by businesses to increase ___.
Employee turnover
Efficiency and effectiveness
Philanthropy
Malfunction and futility
Which of the following types of software is for organizing, analyzing, and storing data in a table?
Spreadsheet software
Multimedia software
Desktop publishing software
Database software
2. The ultimate responsibility for safety rest on ___
a. You
b. Your Classmate
c. Your Principal
d. Your Teacher
Which image shows the proper way to sit at a computer desk?
Keeping your computer dust-free can help it last longer.
True
False
