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Unit20_CBT_Revision-B

Total questions: 121

Worksheet time: 4hrs 2mins

Name
Class
Date
1.

Why is it important that your goals have deadlines

a)

You need details

b)

So you know what you are trying to accomplish

c)

So you can tell if you have accomplished it or not

d)

So you will actually work towards achieving it in a timely manner

2.

What is the SMART goal missing: I will get an A on my science test

a)

Specific

b)

Measurable

c)

Attainable

d)

Time-bound

3.

Why is it important that SMART goals are measurable

a)

So you know exactly what you are trying to accomplish

b)

So you know when you have accomplished it or not

c)

So you have a deadline you are working within

d)

So it is something you care about

4.

Who should set your goals

a)

Your best friend

b)

Your mom

c)

Your teacher

d)

You

5.

Why is goal setting important for EVERYONE

a)

Its fun to work towards things important to you

b)

To help you succeed in life

c)

To help your life stay on the track you want it to go

d)

ALL OF THESE

6.

Why is "I will eat healthy this week" not a SMART goal?

a)

Not attainable

b)

Not time-bound

c)

Not measurable or specific

d)

It is a SMART goal

7.

I will score 15 soccer goals this season

a)

SMART goal

b)

NOT a SMART goal

8.

I will learn to play the drums

a)

NOT a SMART goal

b)

SMART goal

9.

I will save alot of money by my 16th birthday

a)

NOT a SMART goal

b)

SMART goal

10.

I will get all A's this 9 weeks

a)

SMART goal

b)

NOT a SMART goal

11.

I will make 3 new friends by the end of 6th grade

a)

SMART goal

b)

NOT a smart goal

12.

I will be in the robotics club

a)

SMART Goal

b)

NOT a SMART goal

13.

What does the S stand for in SMART GOALS

a)

Specific

b)

Special

c)

Standard

d)

Sports

14.

What does the M stand for in SMART Goals

a)

Mighty

b)

Mediocre

c)

Measurable

d)

Most

15.

What does T stand for in SMART Goals?

a)

Trophy

b)

Tired

c)

Try

d)

Timely

16.

Why is it important that your goals have deadlines?

a)

You need details.

b)

So you can tell if you have accomplished it or not.

c)

So you know what you are trying to accomplish.

d)

So you will actually work towards achieving it in a timely manner.

17.

What does the A stand for in SMART goals?

a)

Answer

b)

Attainable

c)

Achieve

d)

Application

18.

What is this SMART goal missing? I will get an A on my science test.

a)

Not specific enough.

b)

Not measurable.

c)

Not attainable.

d)

Not time-bound.

19.

Why is it important that SMART goals are measurable?

a)

So you know exactly what you are trying to accomplish.

b)

So you have a deadline you are working within.

c)

So you know when you have accomplished it or not.

d)

So it is something you care about.

20.

What does the R stand for in SMART goals?

a)

Relevant

b)

Right

c)

Real

d)

Repetition

21.

Why is "I will eat healthy this week" not a SMART goal?

a)

Not attainable.

b)

Not time-bound.

c)

Not measurable or specific.

d)

It is a SMART goal.

22.

What part of SMART is missing? I will read fifty novels by the end of this month.

a)

Not specific enough.

b)

Not timely.

c)

Not attainable.

d)

Not measurable?

23.
What part of SMART is missing from this goal? I will improve my grade in science by the end of the semester.
a)
Not time-bound
b)
Not attainable
c)
Not specific enough
d)
Not measurable
24.
What part of SMART is missing? I will exercise at the gym three times a week.
a)
Not specific enough
b)
Not time-bound
c)
Not attainable
d)
Not measurable
25.
What part of SMART is missing? I will play more computer games with my brother this semester.
a)
Not attainable
b)
Not measurable
c)
Not time bound
d)
Not specific enough
26.
What part of SMART is missing? This month, the first time my mother asks me to do something, I will do what she asks.
a)
Not attainable
b)
Not measurable
c)
Not time bound
d)
Not specific enough
27.

All are reasons why it is important to set goals EXCEPT...

a)

they motivate us

b)

they keep you from being focused

c)

they give your life direction

d)

they help you see progress

28.

Which of the following time frames described would fit the definition of a short-term goal?

a)

next week

b)

a month

c)

3 weeks

d)

all of the above

29.

The words "some," "many," "more," and "a lot" keep goals from being

a)

Relevant

b)

Timely

c)

Attainable

d)

Measurable

30.

The goal: "I want to go shopping at my favorite stores to get a lot of clothes by June 1" is missing what?

a)

Measurable

b)

Attainable

c)

Timely

d)

Relevant

31.

One way to increase your chances of achieving your goals is to ______ them down.

a)

lay

b)

run

c)

throw

d)

write

32.

Which of the following time frames would fit the definition of a long-term goal?

a)

4 weeks

b)

1 month

c)

2.5 months

d)

a year or longer

33.

Which goal is Specific?

a)

I'm going to do better in school.

b)

I'm going to be a better friend.

c)

I'm going to be successful.

d)

I am going to turn in all of my Math Homework

34.

This guy wants to appear more professional at work, which SMART goal is best for him?

a)

I will obey the dress code every day for the following month

b)

don't wear bandanas to work

c)

go to work and wear what you want for a month

d)

come to work perfectly dressed for now on

35.

Is this goal a smart goal of an ordinary goal

I will eat fruits and vegetables everyday for the month of January.

a)

smart

b)

ordinary

36.

People succeed because they set ___________.

a)

goals

b)

values

c)

plans

d)

steps

37.

What is non-verbal communication

a)

communicating with someone by using gestures

b)

Getting messages across with facial expressions

c)

Using your body language to convey something to someone else

d)

All of the above

38.

Which of these is NOT an example of a non verbal communication skill

a)

Intensity

b)

Eye contact

c)

Body Language

d)

Volume of speech

39.

Facial expressions, posture and eye contact are all skills in ....?

a)

verbal communication

b)

anti-verbal communication

c)

post-verbal communication

d)

non-verbal communication

40.
Which is not a type of non-verbal language?
a)
body language
b)
word choice
c)
paralanguage
d)
appearance
41.
The functions of nonverbal language are...
a)
to agree with or contradict verbal messages
b)
to replace verbal messages
c)
to emphasize verbal messages
d)
all of the above
42.

The amount of ________ __________ often determines the level of trust and trustworthiness

a)

healthy hugs

b)

eye contact

c)

text messages

d)

Instagram posts

43.

_____________________________for example, hand gestures or nodding or shaking the head

a)

Emoji Movements

b)

Workout Movements

c)

Social Movements

d)

Body Movements

44.

Facial Expressions:

a)

smiling, frowning and even blinking

b)

running, jumping, swimming

c)

text, read, send

d)

screaming, crying, laughing

45.
Non-verbal communication can stand-alone by itself and it is not linked to verbal cues.
a)
True
b)
False
46.
Communication is always a ___ way process.
a)
one
b)
two
c)
three
d)
four
47.
Which of the following are rules for good listening?
a)
Stop Talking
b)
Put talker at ease
c)
Remove distractions
d)
All of the above
48.
Communication is the process of sending and receiving messages 
a)
true 
b)
false
49.
Making eye contact is a form of body language.
a)
TRUE
b)
FALSE
50.

The process of exchanging thoughts and messages between two or more people is the definition of...

a)

Eye Contact

b)

Communication

c)

Conflict

d)

Communion

51.
The loudness or softness of the speaker's voice
a)
rate
b)
pitch
c)
volume
d)
posture
52.

What is verbal communication?

a)

gestures, facial expressions, and body positions

b)

use of language

53.

Communication without words is called

a)

Silent speaking

b)

Verbal communication

c)

Nonverbal communication

d)

Interpersonal communication

54.
When you speak, your listener gets messages from...
a)
What you say and your vocabulary
b)
How you look and your words
c)
What you say, how you act, and your accent
d)
What you say, how you act, and how you look
55.
Non verbal language includes facial expressions, gestures, eye contact and ________.
a)
laughing 
b)
appearance
c)
posture
d)
all of the above 
56.

Examples of correctly using speech and volume skills include...

a)

Giving the right info, speaking at the right volume, and articulating your words.

b)

Speaking softly, use long pauses, and positive facial expressions.

c)

Keep eye contact, speaking loudly, and using the right language.

d)

Hold your head high, yell all your words, and keep your eyes closed.

57.

One of the best ways to show you are listening is

a)

talking to the person next to you

b)

frowning at the customer

c)

using an appropriate amount of eye contact

d)

asking them to repeat what they said

58.

Juan is drumming his fingers on the table while his mother gives him directions for cleaning the house. This gesture communicates

a)

worried

b)

impatience

c)

contempt

d)

disgust

59.

Mr. Jones is stroking his chin while talking to his Science class. What is he communicating?

a)

Anger

b)

Fear

c)

Contempt

d)

Trying to make a decision

60.

When asked if she was cheating during the test by her teacher, Kim looks down at the floor. What is her body language communicating?

a)

fear

b)

sadness

c)

guilt

d)

concealing something

61.

John bites his fingernails but only in the presence of his coach. What is his body language communicating?

a)

sadness

b)

insecurity

c)

fear

d)

anger

62.

Eli rubs his palms together as he walks towards the dining hall for lunch. His body language is saying

a)

He is angry.

b)

He has an expectation of something good happening in the dining room today.

c)

He heard there will be a fight in the dining room today and he is fearful.

d)

He is not going to eat lunch today.

63.

Which of the following is a barrier to communication?

a)

Message is not clear

b)

Not listening

c)

Lack of language skills

d)

All of the above

64.
Paraphrasing is....
a)
Repeating a customer's order back to them exactly the way they said it
b)
Asking the customer to repeat their order again
c)
Informing the customer of the process they must follow to place their order
d)
Relaying the order (or message) back to the customer to ensure you understand their request
65.
When you speak, your listener gets messages from...
a)
What you say and your vocabulary
b)
How you look and your words
c)
What you say, how you act, and your accent
d)
What you say, how you act, and how you look
66.

The amount of ________ __________ often determines the level of trust and trustworthiness

a)

healthy hugs

b)

eye contact

c)

text messages

d)

Instagram posts

67.

_____________________________for example, hand gestures or nodding or shaking the head

a)

Emoji Movements

b)

Workout Movements

c)

Social Movements

d)

Body Movements

68.

Any type of interaction that makes use of spoken words is non-verbal communication.

a)

TRUE

b)

FALSE

69.

The process of using wordless messages to generate meanings is verbal communication.

a)

TRUE

b)

FALSE

70.

Verbal communication can be oral or written.

a)

TRUE

b)

FALSE

71.

You can communicate non-verbally through gestures, facial expressions, eye contact and body language.

a)

TRUE

b)

FALSE

72.

Meetings and speeches are examples of non-verbal communication.

a)

TRUE

b)

FALSE

73.

Sign language is an example of verbal communication.

a)

TRUE

b)

FALSE

74.

Verbal communication can be easily forgotten.

a)

TRUE

b)

FALSE

75.

Verbal communication fosters a better relationship.

a)

TRUE

b)

FALSE

76.

Non-verbal communication helps you to communicate with a distant person.

a)

TRUE

b)

FALSE

77.

Types of written communication are carried out by telephone and conversation.

a)

TRUE

b)

FALSE

78.

Do all cultures "speak" the same body language?

a)

not yet

b)

yes

c)

sometimes

d)

all true

79.

it is easy to misunderstanding the cues from facial expressions made by other because...

a)

there is no way to understand someone else’s facial expression

b)

facial expressions do not add anything to the communication process

c)

it is too difficult to pay attention to someone else’s facial expression while communicating

d)

it can be manipulated of people showing their facial expression that untruth

80.

In Western, if someone not give eye contact in conversation, it is will …

a)

Offending

b)

Brave

c)

Shy

d)

Eradication

81.

Using your face to communicate a feeling is called

a)

facial expression

b)

gesture

c)

impression

82.

She is using a hand ____ to say "okay."

a)

facial expression

b)

gesture

c)

posture

83.

Which photos are nonverbal communication? (choose 3)

a)
b)
c)
d)
84.

His poor posture communicates that

a)

he's scared

b)

he's not friendly

c)

he's confident

85.

Facial expressions are the same around the world.

a)

True

b)

False

86.
Tone of voice can reveal your true feelings
a)
TRUE
b)
FALSE
87.
What type of nonverbal communication do you see being violated?
a)
Space
b)
Eye contact 
c)
Smiles
d)
Tone of voice
88.
Proxemics has to do with how close or far you stand when speaking with someone.
a)
True
b)
False
89.
A person's clothes is an important aspect of nonverbal communication.
a)
True
b)
False
90.

Which a gesture is most likely universal?

a)
b)
c)
d)
91.

frowning, smiling, giggling

a)

Kinesics

b)

Occulesics

c)

Proxemics

d)

Haptics

e)

Vocalics

92.

It is the closeness between people when they speak

a)

Kinesics

b)

Occulesics

c)

Proxemics

d)

Haptics

e)

Vocalics

93.

Accent; volume; rate; pitch; cadence

a)

Kinesics

b)

Occulesics

c)

Proxemics

d)

Haptics

e)

Vocalics

94.

Accessibility; Location

a)

Chronemics

b)

Environment

c)

Artifacts

d)

Appearance

e)

Olfatics

95.

Clothes; Piercings; Tattoos

a)

Chronemics

b)

Environment

c)

Artifacts

d)

Appearance

e)

Olfatics

96.

When a client calls and tells me he's having a bad day, what is the best option to show empathy? (Multiple options possible)

a)

Oh, so returning to your order...

b)

Mmm I'm sorry to hear that, hope you have a better day from now on

c)

Well, I'm sorry to hear that, let me do my best to assist you today!

d)

Ok, so I see here that your order is gonna be processed...

97.

When is the easiest time to build rapport during a phone call?

a)

While we open the account on salesforce

b)

At the beginning and at the end of the call

c)

Whenever we'd like and find it appropriate

d)

All of the above

98.

What is a managers responsibility?

a)

Direct Employees

b)

Give Change

c)

Make people feel welcome

d)

Take orders

99.

Empathy is

a)

Understanding math

b)

Understanding each others dislikes

c)

Understanding each others feelings

100.

Your employee's child is sick, what do you say?

a)

"I'm so sorry, how can I help?"

b)

"Whatever"

c)

"Get over it"

d)

"Go home and take care of them"

101.

Luther is very shy, what job should you avoid giving him?

a)

Greeter

b)

Cashier

c)

Server

d)

Delivery Person

102.

Jess loves making drinks and food, what job should you give her?

a)

Barista

b)

Server

c)

Greeter

d)

Cashier

103.

Hart hates dirty dishes, what job should you avoid giving him?

a)

Server

b)

Cashier

c)

Barista

d)

Greeter

104.

Tom loves walking, what job should you give him?

a)

Cashier

b)

Server

c)

Barista

d)

Delivery person

105.

A manager plan's

a)

what everyone is gonna wear for the week

b)

exactly when people are going to get sick

c)

what goals they are trying to make for the week

106.

An organized manager makes sure

a)

they are running out of supplies

b)

all employees are doing their jobs

c)

cashiers are taking orders and greeters are cleaning dirty dishes

107.
Leadership is...
a)
Doing the right thing by setting an example and influencing others to adhere to the values and vision of the company
b)
Doing things right by planning, organizing, leading, and controlling employees and tasks of the company
c)
A standard by which something can be measured or judged
d)
Assigning tasks to others and providing information needed to get the job done
108.
What is NOT a Characteristic Leadership?
a)
Understanding
b)
Judgment
c)
Inconsistency
d)
Confindence
109.

As a manager, what should you do to resolve conflict?

a)

Talk to people separately

b)

Bring everyone together and talk

c)

Have a neutral third party present during discussions

d)

Admit that everyone involved is right

110.

For a manager, part of conflict resolution is to:

a)

Wait until someone quits

b)

Acknowledge the emotions

c)

Transfer the most troublesome employee

d)

Ignore the emotions and get to the facts

111.

One of the ground rules for solving conflicts is to:

a)

Ensure that everyone is heard

b)

Use nonverbal communication

c)

Rely on adults behaving properly

d)

Maintain a sense of humor

112.

To keep a conflict resolution meeting controlled and productive you should:

a)

Allow participants to leave whenever they want

b)

Use a stopwatch to establish time limits

c)

Take notes on what each person says

d)

State ground rules

113.

To discover viewpoints concerning conflict:

a)

Send out a questionnaire

b)

Ask open-ended questions

c)

Hold individual interviews with participants

d)

Survey everyone using simple Yes-No questions

114.

What would you do if one of the parties in the conflict would not open up and talk?

a)

Ask more open-ended questions

b)

Assume that person is disinterested

c)

Allow private conversations among participants

d)

Suggest solutions and ask for a show of hands

115.

How do you get conflicting parties to agree on the problem?

a)

Agreement is not necessary to resolve the problem

b)

Warn them of consequences if there is not agreement

c)

Suggest solutions and ask for a vote

d)

Paraphrase what you hear

116.

As a manager, how do you define the problem that is causing the conflict?

a)

Restate the differing points of view for clarification

b)

Record the group discussion and study it afterwards

c)

Put people in small groups to brainstorm solutions

d)

Encourage emotional outbursts (arrebatos emocionales) to relieve stress

117.

After the team has defined the problem you will:

a)

Invent a solution

b)

Create a plan of action

c)

Change operating procedures

d)

Assign blame and responsibility

118.

If you create an action plan to resolve the problem you should:

a)

Submit it for approval

b)

Focus on changing behaviors

c)

Have all parties sign the plan document

d)

Let everyone vent personal frustrations

119.
A ______________________ is a method by which the job performance of an employee is documented and evaluated. These are a part of career development and consist of regular reviews of employee performance within organizations.
a)
Perfect Review
b)
Employee Report
c)
Performance Appraisal
d)
Employment Verification
120.
A __________________  is advancing an employee to a position with greater responsibility and often greater pay.
a)
Promotion
b)
Transfer
c)
Termination
d)
Layoff
121.

When should Performance reviews take place

a)

Quarterly

b)

Annual

c)

Quarterly / Half-yearly

d)

Quarterly/Half-yearly + Annual

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