When resolving conflict, the main goal is to:

What part of a person's speech sets the tone, gains trust, and gets the audience's attention?

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.

A customer-service worker, due to her religious beliefs, has refused to serve someone. What should that employee expect?

A customer who speaks little English calls with questions about a product he recently purchased at your store. You are having difficulty understanding him. What is your best approach to helping this customer?

62) Which skill is used when improving professional skills to stay up-to-date in one's career field?

63) Dorethea is a valued employee at the local veterinary clinic. She often asks her supervisor if he would pay for her to take a course that is related to her work at the clinic. Why does she have this expectation?

64) During her job applicant interview, Susie was asked if she would be willing to occasionally attend out-of-town and overnight training sessions. Typically the reason for this question is to discover:

65) One of the leading reasons why it is important for employees to seek professional development throughout their careers is to be prepared for

66) At 11:00 a.m., a customer asks for a prescription to be filled for pick up at noon. In this situation, filling the prescription by noon best fits in which one of the following four time-usage categories?

67) Samuel works at a farm equipment company. Which of the following will help him be more efficient and productive for the company?

68) The MAIN reason that businesses try to increase recycling programs is because they want

69) Laura and Colleen have been working on a sales presentation for a week. Laura has a family emergency and cannot make the presentation. What should Colleen do?

70) Chad has found a quicker and safer way to complete a process. However, the new process doesn't follow his company's standard operating procedure. He should:

91) Companies can benefit many ways from allowing employees to telecommute. Which item below is a common DISADVANTAGE of such a practice?

92) A salesperson receives 10% commission on his/her total sales. They sell $1,500.00 worth of merchandise. How much commission did he/she receive?

93) The hourly employees in your department worked a total of 7,350 hours this week. The wage for each person is $10.75 per hour. What is the total payroll for your department this week?

94) Maya worked 41 hours this week at a local hospital. She makes $12.00 per hour. Anytime over 40hours is paid at time and half or 1.5 times her hourly wage. How much will Maya earn for her 41 hours of work this week?

95) Greg has decided to join the union. Union dues are $439.00 a year. Greg is paid every two weeks. Calculate the amount of dues that will be deducted from each paycheck if they are spread evenly over his paychecks. Round to the nearest penny.

96) A standard workweek consists of 40 hours. You make $12/hour. When you work over 40 hours, your pay rate increases to 1.5 times your normal wage/hour. If you work 50 hours a week, what is your gross pay?

97) You are building a fence around a rectangular piece of land. The land is 100 ft. by 50 ft. What minimum LENGTH of fencing do you need to purchase to fully enclose the land?

98) Sara works at the local mall. She makes $9.25 an hour and works 32 hours a week. Her deductions are 25%, to be subtracted from gross earnings. Calculate her net pay for two weeks.

99) Your employer asks you to run some errands. The reimbursement rate is $0.54 per mile. You drive 6.5 miles. How much will the reimbursement be?

100) Roberto is analyzing the expenses for his masonry company. Using the pie chart below, approximate the percentage of expenditures on bricks?

101) You must attend an important luncheon for work and dress appropriately. You should wear

102) How we communicate is often just as important as what we are trying to say. Avoiding using slang in the workplace is an example of understanding the skill of:

103) Jose is interviewing for a full-time job at a landscaping company in which the employees sometimes wear jeans and T-shirts to work. What should Jose wear to the interview?

104) Demonstrating communication etiquette, using positive body language, and wearing workplace-appropriate clothing reflect a value of:

105) Working with elementary school-aged children in the afternoons, Jamie is very conscious of what she wears and how she presents herself, knowing that her appearance makes an impact on the children. Jamie is demonstrating:

106) Carol often lets her personal problems and her home life negatively affect her attitude and work relationships. What workplace readiness skill does she need to address?

107) Nicole always wears short skirts and boots. Management has told her that her outfits are inappropriate for work, but she does not agree. She needs help with:

108) Dalia has recently been hired at the local veterinary clinic. She goes to work dressed in scrubs and closed-toed shoes. Being dressed appropriately for her job is an example of:

109) Which sentence is grammatically correct?

110) You are writing an email to Sally Smith who is a potential customer. What is the BEST way to begin your email to Sally Smith?

111) When following the rules of email etiquette, typing the email in ALL CAPITALS is not recommended because it indicates what?

112) What would be the preferred way to start a personal/professional email to a new potential customer?

113) Your plumbing crew is working on a new building project. You are assigned to cut pipe for the job. You notice that a peer employee is having great difficulty carrying a long section of pipe. What is the most appropriate action?

114) Bryce is a welder. Due to budget costs, his company does not supply all of the required personal protective equipment (PPE). Bryce should

115) Safety glasses are required to be worn by all employees on the shop floor. One employee has just walked out onto the shop floor with safety glasses in his pocket but has not begun to work at his machine.

116) Theo is using an electric drill on the shop floor among many co-workers who share tools. He notices that the drill has a damaged cord with exposed wires. What is Theo's MOST responsible action?

11) You are working on a time-sensitive project. Your coworker comes to you and says he needs to leave, due to a family emergency. He asks you to complete a project for him that is due that day. Following problem-solving steps, what is the FIRST step you should take to ensure all work is completed?

12) The activity of examining information, events, or relationships and making disciplined assumptions that are clear, rational, open-minded, and based on evidence is:

13) The first thing Barry does when he opens the home improvement store each day is to switch on the lighted “Open” sign. Today, the sign does not come on. How would Barry most efficiently determine if the problem is with the power company or the sign itself?

14) Laurette’s supervisor asks her to select the best contractor for an upcoming construction job. Laurette narrows the choices down to four contractors. What is the process for making her decision?

15) Paul feels the schedule posted at his place of employment is confusing. He creates a new form and presents it to his manager, sharing his thoughts on how it could improve the current schedule. This shows Paul's:

16) Which of the following best resembles initiative?

17) Carla believes she is more productive when she listens to music at work, but her boss does not allow it. She should

18) Justice told his boss he would finish the financial report by Friday. Following through on his commitment is an example of which positive workplace trait?

19) Being a responsible citizen means you should

20) Complying with workplace policies demonstrates:

21) While working as a restaurant cashier, your friends come in to eat dinner. You should

22) You are working at a graphic design firm. Your team is working on an important project and your team leader asks you to stay late to meet a deadline. Since you normally get off at 5 p.m. from work, you previously agreed to take a neighbor to an important appointment at 6:30 p.m. What should you do?

23) Even though Carla wants to view the updates on her social media accounts, she stays on task and waits for her scheduled break. Carla is demonstrating:

24) Sylvia regularly stays after work to complete tasks. She demonstrates:

25) Your supervisor asks you to come in on Saturday to finish your marketing presentation because the client is coming in earlier than originally expected, on Monday morning. You already have weekend plans. What is the expectation?

26) Hector worked for a renewable energy company but was recently fired. He did his job better than any of the other workers in his department, but he often refused to help others with their work. Hector did his work well but never did anything extra. Why is he consistently passed over for promotion?

27) As an employee, employers assess your work ethic based on your:

28) 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?

29) An angry coworker complains about the way you do your job. Your BEST response is to

30) Which of the following strategies for dealing with conflict requires input from both sides to work through differences to find a win-win solution?

31) When resolving conflict, the main goal is to:

32) At the conclusion of making a presentation to a large group, someone from the audience asks you along, elaborate question. What is the best practice to use in order to answer the question effectively?

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

34) While waiting on customers, you notice an elderly woman looking at new computers. You should

35) Why is having cultural diversity on a company’s staff a good idea?

36) All of the following are barriers to respecting diversity EXCEPT:

37) A customer-service worker, due to her religious beliefs, has refused to serve someone. What should that employee expect?

38) Teaching employees to manage conflict, to collaborate, and to understand cultural differences creates a work environment that supports:

39) Being considerate of other people and cultures is an example of which workplace readiness skill?

40) While in the workplace, you meet a person with a disability. You should

41) Oki is a sales associate at a computer sales store. He notices an older man with tattered clothing enters the store. How should he first approach the customer?

42) Sierra has taken initiative to create a new operations manual for the office. To gather accurate information for the manual, she decides to survey the staff to determine which procedures are currently used. Sierra is demonstrating:

43) A customer who speaks little English calls with questions about a product he recently purchased at your store. You are having difficulty understanding him. What is your best approach to helping this customer?

44) Project tasks have been assigned to individual team members. Which action MOST hurts the potential success of the team?

45) Which of the following BEST describes contributing to the success of any team?

46) _____ allows you the opportunity to define your company's goals, ethics, culture, and norms for decision making.

47) Which of the following is most closely related to the "culture" of an organization?

48) The sometimes predictable fluctuations in economic activity of one company, such as employment and production, are referred to as:

49) What is the result of a large supply but a low demand for a particular product?

50. If you are interested in a promotion, which of the following is essential?

71) Which of the following is the MOST credible Internet source for research?

72) How can you BEST reflect expert opinions in your research that support your opinions on a topic?

73) Which is TRUE about beliefs versus facts?

74) Social networking websites can reveal a great deal about an individual. What types of items should you avoid putting on your social networking site?

75) Nicholas needs to create a strong password for his online banking account. Which of the following would be considered the strongest password?

76) Software intended to damage or disable other computer systems is:

77) Which of the following is the BEST description of SPAM?

78) The primary internal component of a desktop computer used for information storage is the

79) An example of a desktop computer operating system is

81) Which of the following is NOT a type of web browser?

82) What is the MOST important reason for cleaning the cache of your web browser after browsing on the Internet?

83) Which is the greatest advantage of web-based applications?

84) The best way to send an email to multiple people without them knowing all the recipients is to type all their email addresses in the:

85) A commercial photographer has several digital images that are very large files that need to be sent to a client for review. Which process would be the most efficient method to send these images?

86) Trevor finds that when he is away from his office at appointments, he frequently cannot access his work files on his laptop. Which should be the FIRST resource he tries to solve his problem?

87) The ability to use technology efficiently, with a range of skills covering levels from basic use to advanced, specialized use is known as:

88) Technology is important in the workplace for all the following reasons EXCEPT:

89) You are the supervisor of a twenty-member team. Your goal is to increase collaboration with the use of technology. To accomplish this goal, you would most likely use which type of program to create and edit content?

90) Different devices don't always "talk" or interact with each other, and this is also known as _____issues.