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WorksheetsInterpersonal Skills on the Job
Total questions: 25
Worksheet time: 14mins
When finding out what you can do to resolve a conflict, why is it important to remain calm?
There is no need to feel personally attacked; choose appropriate behavior.
It helps break the cycle of negativity.
You can not make other people say or do anything to solve a problem.
Whenever you are dealing with other people, you can only control:
their actions and words
your own actions and words
How does showing respect relate to interpersonal skills?
Smile, say hello, wave, give compliments
So you don't do or say something you will regret
It helps you build positive relationships.
Why is it important to listen to a customer's question or request?
So you don't do or say something you will regret
It helps break the cycle of negativity.
So that you can provide specific help
Why are positive thoughts important to staying positive?
So that you can provide specific help
It helps break the cycle of negativity.
When in doubt, stay hands-off.
What does it mean to be aggressive?
State your "wants" in a way that is too forceful
Avoid confrontation; let others have their way
State your "wants" in a calm, respectful, confident way
What does it mean to be deferring?
State your "wants" in a way that is too forceful
Avoid confrontation; let others have their way
State your "wants" in a calm, respectful, confident way
What is good rule of thumb for appropriate contact?
Refer them to someone who can help or go find an answer (ask someone else, etc.).
When in doubt, stay hands-off.
Contact that always makes the other person uncomfortable.
In resolving conflicts, why is it best to be assertive?
It helps break the cycle of negativity.
It builds teamwork and improves morale/attitude
It allows for compromise without giving in to others.
What is empathy?
The ability to understand and relate to the feelings of others
participating in activities or mixing with others
Contact that does not make the other person uncomfortable
What is socializing?
Participating in activities or mixing with others
Contact that does not make the other person uncomfortable
The skills we use to communicate, interact with others, and behave in a variety of situations
What does it mean to be open minded?
to be willing to consider new ideas
smile, say hello, wave, give compliments
giving honor to another person
Why are good interpersonal skills important on the job?
Reacting emotionally may cause harm to relationships and to your work status.
This builds trust and allows you to help them in a better way.
They help you build positive relationships.
Name some good TIMES to socialize when at work:
during breaks, while working on an independent project, whenever you see your favorite coworker
during breaks, while waiting for a meeting to start, while helping a customer
when in the restroom with another employee, when in a meeting that has already begun
Explain what cooperating with others means.
Working with others to reach the same goal
State your "wants" in a calm, respectful, confident way
The skills we use to communicate, interact with others, and behave in a variety of situations
What does it mean to be assertive?
State your "wants" in a way that is too forceful
State your "wants" in a calm, respectful, confident way
When in doubt, stay hands-off.
Name one strategy that you can use to try to remain calm. Select ALL correct answers.
Practice breathing exercises
Brainstorm your options
Figure out what's causing your stress
Cry or yell in public to blow off steam.
Which of the following might be a sign that a customer might need help? Select ALL correct answers.
They are walking confidently through the store.
They are wandering and don't seem to know where they are going.
They are comparing two items or looking at their list and then at an item.
They look confused.
What topics should be avoided when socializing at work? Select ALL that apply.
Religion
Politics
Money
Travel
If a customer asks you a question to which you do not know the answer, what should you do?
Refer them to someone who can help or go find an answer (ask someone else, etc.).
Focus on how you're going to fix the problem instead of on the customer's emotions.
Let the customer know that you are ready to handle the problem.
Why is it important to wait until you are calm to respond to your emotions? Choose BOTH correct answers.
Reacting emotionally may cause harm to relationships and to your work status
So that you can provide specific help
So you don't do or say something you will regret
What might be good topics to discuss when socializing with people at work? Select BOTH correct answers.
Sports
Religion
Upcoming events
Politics
What is the first thing you should you do when you see a customer who looks confused?
Offer help.
Walk in the other direction.
Refer them to someone else.
In Bacal's 4-step model for handling customer complaints, what does "acknowledge" mean?
Let the customer know that you are ready to handle the problem.
Explain that you understand the customer's concerns.
Find a solution that is acceptable to the customer.
Why is socializing important in the workplace?
It helps break the cycle of negativity.
It builds teamwork and improves morale/attitude.
It helps you maintain appropriate behavior to work or interact with others.
