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WorksheetsWRS Exam Review: Skills 6-12 By Mr. B
Total questions: 27
Worksheet time: 27mins
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?
Join in with the use of inappropriate language to fit in.
Remain calm and report the problem up the chain of command.
Directly confront the manager again about the situation.
Threaten to quit if he does not stop speaking in such an inappropriate way.
An angry coworker complains about the way you do your job. Your BEST response is to
be more assertive than he/she is.
call security for help.
walk away to avoid conflict.
remain calm and focused on a solution.
Which of the following strategies for dealing with conflict requires input from both sides to work through differences to find a win-win solution?
Negotiation
Avoidance
Denial
Competition
When resolving conflict, the main goal is to:
debate the problem and choose a winner.
explore solutions but punish both parties.
find middle ground or a win-win solution.
determine the strengths and weaknesses of concerns.
After making a presentation to a large group, someone from the audience asks you a long, elaborate question. What is the best practice to use to answer the question effectively?
Smile and answer the question as soon as possible.
Restate the key question and ask if your understanding is correct.
Ask for the person’s email address so you can send him/her your answer.
Focus on one part of the question and answer that, then move on.
What part of your speech sets the tone, gains trust, and gets the audience's attention?
Introduction
Supporting evidence
Conclusion
Non-verbal body language
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.
assume she knows less about computers than the younger customers you serve.
approach her and ask her in a very loud voice: Are you lost, ma'am?
treat her as you would any other customer.
wait for a coworker to help her.
Why is having cultural diversity on a company’s staff a good idea?
It creates work ethic.
The work environment will be more ethical.
There is a broader range of talents, skills, and creativity.
It meets the federal regulations.
All of the following are barriers to respecting diversity EXCEPT:
fear
acceptance
stereotyping
segregation
A customer-service worker, due to her religious beliefs, has refused to serve someone. What should that employee expect?
That a coworker will step in on her behalf and serve the customer.
A promotion for demonstrating integrity.
That no harm is done to the customer.
To be fired, reassigned, or demoted.
Teaching employees to manage conflict, to collaborate, and to understand cultural differences creates a work environment that supports:
integrity
diversity
work ethic
critical thinking
Being considerate of other people and cultures is an example of which workplace readiness skill?
Professionalism
Work ethic
Respect for diversity
Critical thinking
While in the workplace, you meet a person with a disability. You should
ask questions about the origin of the person's disability.
ask a coworker to help the person if you have no experience.
avoid eye-contact and do not offer any assistance.
treat the person with dignity and respect.
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?
Inform the customer of available layaway plans.
Ask the customer to look at the posted dress code and leave.
Greet the customer and ask if he would like her assistance.
Wait until the customer approaches her and handle it.
Sierra has taken the 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:
independence
internal customer service
career goals
telecommunications.
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?
Find a coworker of another ethnicity who can help.
Send the caller to your supervisor.
Tell the customer you cannot understand him and ask him to visit the store.
Follow the established customer-service policy.
Project tasks have been assigned to individual team members. Which action MOST hurts the potential success of the team?
Having distinct roles
Inspiring competition among team members
Focusing exclusively on individual roles.
Individuals requesting help when problems arise
Which of the following BEST describes contributing to the success of any team?
Isolating your work to be more productive
Working collaboratively with others
Asking others for assistance
Volunteering to be the leader
_____ allows you the opportunity to define your company's goals, ethics, culture, and norms for decision-making.
The vision statement
The mission statement
Legal disclaimers
The manufacturer's resources
Which of the following is most closely related to the "culture" of an organization?
Economic advantage
Company values
Competitive edge
Workplace procedures
The sometimes predictable fluctuations in economic activity of one company, such as employment and production, are referred to as:
microeconomics
the business cycle
the law of demand
the law of supply
What is the result of a large supply but a low demand for a particular product?
an increase in price
an increase in competition
surplus
a monopoly
If you are interested in a promotion, which of the following is essential?
Acquire and prove new industry knowledge
Hire a life coach
Develop a friendship with your supervisor
Take coworkers to lunch
You are concerned because you are 50 pounds overweight. A logical, short-term goal is to:
set a total weight loss goal
lose 10 pounds in a month
decide to stop eating a certain food
exercise for three hours.
When applying for a job that has specific job requirements, you should clarify, emphasize, and elaborate on your ability to perform those tasks in your______
cover letter
bibliography
references
resume
A benefit to preparing and taking your own lunch to work is:
it cuts down on time needed for a lunch break.
it provides the opportunity to eat healthier.
it is good for the environment.
it promotes workplace morale and culture.
An employer responds positively to Alice's application by calling and asking her to interview in person. Her parent can help her the most by _______
assuring Alice that she will do great on the interview.
asking her mock questions and giving feedback.
writing a strong reference letter to her potential employer.
purchasing a new ball gown for the interview.
