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WorksheetsChap 11_ESP2
Total questions: 100
Worksheet time: 50mins
How do recruiters and employers view the importance of professional behavior in the workplace?
Although recruiters are impressed with applicants who speak and write well, a candidate's technical expertise is all that matters.
Good manners and a businesslike, professional demeanor are among the top skills recruiters seek in applicants.
Professionalism and soft skills are important only in service-oriented fields.
Team, communication, and people skills are low priorities for most recruiters and employers.
In today's digital age, professionalism requires all employees to maintain a positive _______ presence
sales
nonverbal
online
managerial
. A synonym for professionalism is _______.
hard skills
social acceptance
business etiquette
diversity
Which of the following statements about professionalism in the workplace accurately describes a current trend?
Companies are not addressing issues of professionalism in the workplace because unprofessional behavior affects only the individual who displays it.
More organizations are establishing procedures or policies to encourage professionalism.
Companies are only concerned about employees exhibiting professional behavior when working at their desks.
Companies limit their policies regarding professional behavior to only nonverbal actions such as dressing appropriately or maintaining eye contact with others.
Jue understands that soft skills and professional polish will ensure her long-term success on the job. Which of the following is a soft skill?
Fast typing speed
Accountancy procedures
The ability to work effectively as part of a team
Proficiency in using a variety of computer software packages
Professional behavior is comprised of six dimensions, including courtesy and respect, appearance and appeal, tolerance and tact, honesty and ethics, reliability and diligence, and _______.
soft and hard skills
self-actualization and self-control
sharing and collegiality
education and training
Richard wants to prove that he has high emotional intelligence. Which of the following pieces of advice will help to show that he has strong emotional intelligence?
Richard should focus on his job and avoid volunteering his services to a worthy community or charity group.
Richard should avoid apologizing for any errors.
Richard should listen actively to customers and colleagues
Richard should avoid any interaction with coworkers so that he stays focused on his job
To demonstrate tolerance and tact in the workplace, which of the following should you do?
Avoid apologizing for errors or misunderstandings because doing so calls attention to them.
Choose writing over face-to-face interactions whenever possible.
Work to improve your vocal quality.
Keep your personal opinions of people private.
Which type of the following intelligences describes the ability to get along well with others and to get them to cooperate with you?
Academic
Emotional
Social
Executive
Personal attacks, rudeness, and disrespectful comments run totally counter to which of the following traits required for positive workplace relations?
Polish
Civility
Etiquette
Soft skills
Face-to-face communication _______.
is the least rich communication channel
increases the likelihood of misunderstandings
reduces cooperation and limits problem solving during conflict
is the most effective of all communication channels
Which of the following statements about the power of the human voice is correct?
The voice sends only verbal messages to receivers.
Individuals can learn to change their voice to make it more effective and powerful.
No correlation exists between the voice and perceived authority and trust.
Flat monotone voices are considered to be polished and professional
Saying words correctly and clearly with the accepted sounds and accented syllables reflects _______.
rate
pitch
vocal quality
proper pronunciation
To use your voice effectively, _______.
speak in a relaxed, controlled, well-pitched voice at about 125 words per minute
overemphasize all words to guarantee audience understanding
avoid listening to educated individuals to retain your speaking uniqueness
keep the same volume and rate while speaking
Uptalk is characterized by _______.
a flat or monotonous delivery
a rising inflection at the end of a sentence that makes statements sound like questions
self-gratifying comments to make you appear better than others
an unnaturally quick speaking pattern
Taylor wants to engage in workplace conversation. Which of the following suggestions would help Taylor to be effective in striking up workplace conversation with coworkers?
Always use first names when addressing supervisors, customers, and coworkers.
Avoid social situations with coworkers.
Bring up controversial topics to show that you follow the news.
Learn to listen actively, expecting to learn something.
Brittany has never received criticism about her performance in the workplace. Which of the following observations will help her in understanding and receiving workplace criticism?
When receiving criticism, individuals should focus on their feelings rather than on the content of the criticism.
Most individuals like to give and receive criticism.
Giving and receiving criticism is a normal occurrence in the business world.
In today's workplace, only managers must give criticism.
You are in a meeting receiving your performance review and are surprised that your supervisor has offered you many suggestions for improvement. How should you react to the criticism?
Interrupt your supervisor frequently to comment on his or her suggestions so that you don't miss giving feedback on anything.
To avoid any type of confrontation with your supervisor, agree with all comments made.
Try to deflect blame for anything negative said to others in your department.
Ask for clarification of comments when necessary.
You recently chaired a team implementing new federal confidentiality requirements. After implementation, you must evaluate each team member's performance. Which of the following suggestions about giving constructive criticism should you follow?
Use language that focuses on problems instead of improvement.
To show more compassion, be as vague as possible.
Ask the team members for feedback.
Discuss the person, not the behavior.
Which of the following statements demonstrates an appropriate way to deliver constructive criticism?
You seem to think that you can submit any kind of work and that it doesn't matter.
Your work is often shoddy.
Producing inferior work often causes this company to lose time and money.
You need to produce work that meets this company's standards
When a workplace message is urgent and can't wait, which of the following communication channels do business communication experts advise?
Video conference
Phone
Text message
What is the first thing you should do before making a business telephone call?
Prepare an appropriate opening.
Ask yourself if the phone call is necessary.
Decide what you're going to say after the receiver answers.
Write down the ideas you want to discuss so that you don't forget them
Which of the following pieces of advice would contribute to an effective business phone call?
Use casual, informal language.
Realize that the responsibility for ending a call lies with the person you are calling.
In the introduction of the phone call, name the person you are calling, identify yourself and your affiliation, and give a brief explanation of your reason for calling.
Begin the phone call by asking the receiver of the call how they are.
Which of the following demonstrates a productive and efficient way to answer a telephone call?
This is Beth. May I help you?
Precision Integrations. What's on your mind?
Hello. What can I do for you?
Thanks for calling Precision Integrations. This is Beth Dittmer. How may I help you today?
If you are taking a phone call for someone else, which of the following behaviors would reflect well on you, your colleague, and your organization?
Identify your colleague's whereabouts if you are answering their phone.
Guarantee the caller that your colleague will return the call within a few hours.
Verify telephone numbers and the spelling of names when taking messages.
Find your coworker immediately and report that they have an incoming call.
Which of the following responses will assure confidentiality when answering calls for others?
Annette is currently participating in an important budget meeting with our board of directors.
We're not really sure where Annette is right now, but she'll return your call immediately whenever she gets back.
Annette has run down to the ladies' room for a few minutes, but she should be back soon.
Annette is away from her desk, but I will give her your message when she returns.
Elisha has just started a new job and must use a cell phone to communicate with coworkers and customers. What advice should she follow to demonstrate professional cell phone use?
Talk openly and freely on her cell phone in any location and at any time.
Select a unique ringtone such as the music and lyrics to her favorite song so that she can recognize when her phone is ringing.
Speak louder so that her receiver can hear her and her ideas.
Screen incoming calls if she is busy.
The benefits of voice mail include eliminating unnecessary chit chat, telephone tag, inaccurate messages, and _______.
time zone barriers
the need for written messages
the necessity of a cordial, friendly greeting
prompt responses
Shawn wants to be sure to exhibit professional cell phone etiquette. Which of the following should he follow?
Shawn should allow voice mail to take routine calls that are not pressing.
Shawn should make and receive calls in public places so that he seems more accessible to coworkers.
Shawn should speak in high, excited, conversational tones.
Shawn should make calls while driving to save time.
Leticia has called a client and received his voice mail. Which of the following pieces of advice will help Leticia improve the impression she makes when leaving a message?
Leticia should hang up and call back later; her client won't want to be bothered with having to listen to a message.
Leticia should speak as quickly as possible to make her message more concise.
Leticia should smile when leaving her message to add warmth to her voice.
Leticia should leave a complete message, including confidential details about the project Leticia is working on, to make her message as useful as possible.
The impact of virtual teams on companies include happier employees, fewer absences, and _______.
cost savings
employees taking more vacation time
longer workdays
greater attrition
Which of the following statements is an accurate description of workplace teams and team behavior?
Teams tend to respond more slowly to competition or problem solving.
Teams tend to have decreased productivity due to internal conflicts.
Team members who are involved in the decision-making process show less resistance to change.
Teams make worse decisions than individuals.
In what phase of team development do teams select members, become acquainted, build trust, and form a collaborative culture?
Storming
Forming
Norming
Performing
In what phase of team development do members select alternatives, analyze effects, implement their plan, and manage their project?
Forming
Norming
Storming
Performing
What term describes groups of people who collaborate with one another to accomplish a shared task across space, time, and organizational boundaries using technology?
Blogs
Virtual teams
Team players
Social networking
Which of the following would have a positive impact on team behavior?
Talking about one’s personal achievements
Competing for individual recognition
Analyzing tasks and defining problems
Avoiding conflict
Successful workplace teams _______.
agree on a purpose and procedures
are homogeneous
avoid conflict
work independently
What is the optimal number of participants for an effective team?
Two
Four to six
Ten
There is no "ideal" number; more is always better.
Which of the following is helpful when dealing with conflict in a team?
Look for areas of mutual agreement.
To promote individuality, focus on the person rather than the task.
Do not allow team members to speak their minds because too many ideas could prevent the group from reaching its goal.
Avoid conflict completely and let the chips fall where they may.
Which of the following would help a group achieve its goal?
Competition
Individual leadership
Emphasis on individualism
Collaboration
For which of the following purposes should you schedule a meeting?
To reach a decision
To share information
To discuss the background of a project that will start in three months
To discuss what snacks should be purchased for the next in-person meeting
What is your first task before holding a meeting?
Deciding how and where to meet
Preparing an agenda
Inviting participants
Determining your purpose
On average, how much of their time do workers spend in meetings?
More than a fifth
Less than a fifth
More than half
Not much at all
A meeting agenda should include the date and place of the meeting, start and end times, a brief description of each topic with its time allotment, and _______.
a refreshment list
an explanation of the leader's position on each of the agenda topics
any premeeting preparation expected of participants
All answer choices should be included on a meeting agenda
Which of the following tips will help to get a meeting started efficiently?
Wait until all participants arrive.
Give a quick recap to anyone who arrives late.
Establish ground rules.
Start voting on items prior to holding any discussion.
How should a group leader keep a meeting progressing effectively?
Engage in most of the talking to ensure that the meeting ends on time.
Allow group members to digress on a topic because other topics may be beneficial to explore.
Discourage members who monopolize the discussion.
Summarize only at the end of the meeting.
Which of the following is an optimal way to end a meeting?
A meeting should end only when participants have discussed all agenda items.
The leader should provide a summary of accomplishments and a review of action items.
The leader should remind participants that they are responsible for taking their own minutes.
Participants should pass their assigned tasks on to someone who did not attend.
Which of the following should be included in the minutes of a meeting?
The date and time of the meeting, and participant names, absentee names, meeting documents, key points, decisions and action items
Decision and action items only
Names of participants and decision and action items only
Date and time of the meeting, and participant names, and action items
Which of the following is recommended as a good practice for virtual meetings?
Encourage participants to login 5 minutes early.
Encourage participants to login on time when the meeting starts.
Allow participants to multitask during the meeting.
Encourage participation by asking each participant to speak for 30 seconds without interruption.
Jeff will be leading a virtual team meeting. What should he do to make certain that the meeting runs smoothly and professionally?
Send text messages and check his e-mail during the meeting.
Ensure that the technology is working for all participants before the meeting starts.
Discourage any chitchat among team members before or after the meeting.
Set the meeting time using Eastern Standard Time (EST).
Good manners and a businesslike, professional demeanor are among the top skills recruiters seek in applicants.
True
False
Good manners and a businesslike, professional demeanor are among the top skills recruiters seek in applicants.
True
False
Many businesses have established protocol procedures or policies to enforce civility.
True
False
Proper business attire and dining etiquette are no longer important to learn because many business interactions now take place virtually.
True
False
Hard skills refer to personal qualities, habits, attitudes, communication skills, and social graces.
True
False
Truthfulness, respecting others, fair competition, and empathy are all characteristics of which dimension of professional behavior?
Ethics
Collegiality
Reliability
Tact
An awareness of courtesy and etiquette can give you a competitive edge in the job market.
True
False
You must demonstrate professionalism only in face-to-face interactions
True
False
Because today's technologies provide many alternate communication channels, face-to-face communication is no longer important in business and professional transactions.
True
False
Your vocal quality sends only verbal messages.
True
False
Which speech pattern makes the speaker appear weak and tentative?
Fillers
Speaking in monotone
Vocal fry
Uptalk
When conversing with others, always address them by their first names
True
False
If you receive constructive criticism on the job, you should focus on your feelings as much as possible.
True
False
If another person has criticized you unfairly, you should disagree respectfully and constructively
True
False
When you deliver constructive criticism, you should use the word "we" instead of "you" to avoid sounding accusatory
True
False
You should generally deliver most constructive criticism in writing rather than in person.
True
False
E-mail has made telephone use obsolete in the corporate world
True
False
The statement I knew you would be the only one who could answer these two questions for me, communicated during a phone call, would suggest that _______.
the speaker’s time was limited
the speaker wanted to flatter the person being called
the speaker wanted to communicate dependence on the person being called
the recipient of the call has a higher status than the caller
The responsibility for ending a call lies with the receiver
True
False
When placing a call, your introduction should include three parts
True
False
You should identify the extension when transferring a call
True
False
To make your outgoing voice mail message more professional, use the computer-generated voice that comes with most systems.
True
False
When answering phone calls for others, you should provide information about colleagues' whereabouts if they are not in the office.
True
False
You should try to respond to voice messages within one week.
True
False
Decisions made by teams promote greater "buy-in" from group members.
True
False
In the norming phase of team development, teams discuss alternatives, evaluate outcomes, apply criteria, and prioritize alternatives.
True
False
Virtual teams have greater autonomy than co-located teams and require members who are more self-reliant
True
False
Providing distractions is viewed as an effective technique to deal with group differences.
True
False
Groups with diverse members often produce the best decisions
True
False
For optimal interaction, workplace teams should have 8-10 members.
True
False
Effective team members view participation in a team as an opportunity to compete with others.
True
False
Effective teams often have no formal leader.
True
False
Today's workers attend more meetings than ever.
True
False
Camden is the team lead for a project and needs to give his team some standard information on how the project is progressing. How should he communicate this information in a way that is efficient for him and effective for his team members?
By calling a face-to-face meeting
By sending an email, text message, or memo
By calling a virtual meeting
By leaving a voice mail for each one of the team members
The purpose of a meeting determines the number of participants.
True
False
Ground rules for a business meeting should be discussed only when a participant's behavior is harming the progress of the agenda.
True
False
A conflict between two members of a meeting should be ignored so that the meeting can progress as planned
True
False
An in-person, face-to-face meeting is the richest of all available media.
True
False
Meeting minutes should be distributed within two weeks after the meeting or at least two days before the next meeting, whichever comes first.
True
False
Virtual meetings save travel costs and reduce employee fatigue.
true
false
What type of intelligence is the ability to empathize with others and identify one’s emotions as well as those of other people?
Emotional intelligence
Social intelligence
Ethical intelligence
Civil intelligence
Skills such as the ability to work in teams, maintain a positive attitude, and demonstrate workplace manners are all examples of _______.
hard skills
soft skills
professionalism
interpersonal habits
What is the term for the sound vibration frequency (the highness or lowness) of our voices?
Pronunciation
Volume
Rate
Pitch
Some young women in particular have a speech pattern that is characterized by a creaky, raspy sound at the end of sentences. This speech pattern is called _______.
vocal fry
uptalk
monotonous tone
fillers
In which part of a phone call should you name the person being called, identify yourself and your affiliation, and provide a brief explanation of the reason for the phone call?
After the introduction
The introduction
At the end of the phone call
In the middle of the phone call
If an executive needs to fire a worker, the recommended way to do this is _______.
via e-mail
in a private face-to-face meeting
by leaving a voice mail
by letter
According to B.A. Tuckman, in which phase of team development do teams identify problems, collect and share information, establish decision criteria, and prioritize goals?
Forming
Storming
Norming
Performing
What type of team allows people to connect with distant team members across borders and time zones, and to work interdependently with a shared purpose across space, time, and organizational boundaries using technology?
Face-to-face teams
Remote teams
Virtual teams
Office teams
What type of behavior would communicate a strong lack of professionalism during a meeting?
Texting and checking e-mail
Active listening
Being supportive
Taking notes
A record of points of discussion, decisions made, and tasks assigned at a meeting is known as _______.
the minutes
a briefing
a report
an agenda
