WorksheetsUnderstanding Workplace Communication and Compliance
Total questions: 25
Worksheet time: 13mins
The key to complying with laws and regulations is to focus on those that
are the easiest to learn.
only affect your career.
bring serious consequences.
apply to you.
Which of the following is a prereading activity that often helps businesspeople determine if online
information is relevant to the specific topic that they are researching:
Scanning titles and headings
Underlining review questions
Taking detailed notes
Memorizing glossary terms
Kelly works at a fast-food restaurant. During her initial training, her manager taught her how to operate
the milkshake machine and showed her the list of steps for making different milkshakes. When a
customer orders a mint chocolate chip milkshake, Kelly ignores the instructions sheet and accidentally
puts the mint flavor into strawberry ice cream. This is an example of the importance of
following written directions.
trusting your feelings.
making up your own rules.
mistrusting written directions.
Andreas is listening to his coworker Melissa present her idea for a marketing campaign to their manager.
What could Andreas do to encourage and support Melissa during her presentation?
Look down at the papers in front of him
Nod, smile, and maintain eye contact
Avoid eye contact and act preoccupied
Laugh and smile at everything Melissa says
A month ago, Carmen volunteered to bring cookies to her school's bake sale. She waited until the
morning of the bake sale to bake the cookies, and now she has to get them done as quickly as she can.
She tries a cookie when it comes out of the oven, and it tastes terrible. Carmen looks back at the recipe
and realizes she left out several key ingredients because she was in such a hurry. Which of these steps
for following written instructions did Carmen ignore?
Don't rush.
Accept responsibility.
Know the end result.
Go in order.
Which of the following is a rule of good listening:
Eliminate background noise.
Listen with empathy.
Be thinking about what you will say next.
Stand as close as possible to the speaker.
One of the disadvantages of using nonverbal communication is that it
is not a common form of communication.
may not be interpreted accurately.
is not considered courteous.
may not be associated with leadership.
To evaluate any idea objectively, it is important to consider
personal opinions.
potential problems.
market research.
competitors' activities.
Pablo takes a phone call for a coworker. In order for Pablo's coworker to be able to follow up with the
caller, Pablo should ask the caller for their
name, current address, and extension number.
name, organization, and phone number.
phone number, last name, and zip code.
phone number, last name, and address.
What is a key to effective note-taking?
Capturing every detail
Creative thinking
Active listening
Using an outline
Alma is preparing a presentation about her department's budget to make to the company president. She
wants to use a visual representation of the budget that shows parts in relation to the whole. Alma should
consider using a
pie chart.
table.
line graph.
bar graph.
Maria, a human resources manager, wants to send a message to everyone in her office about upcoming
changes in the company's insurance policy. She should deliver this message
with an informal email.
verbally.
through a letter.
in a memo.
When writing an email to your coworkers, you should always
put your main point in your last paragraph.
use all capitals to get important points across.
make sure your message is as long as possible.
write “please” and “thank you” when necessary.
Kevin developed a letter stating that his company will be offering discounts on certain products for a
limited time. Kevin's letter is an example of a(n)
request for data.
informative message.
instructional guide.
expression of personal opinion.
A person who publicly tweets negative comments about their company is most likely to be
laughed at.
fired.
promoted.
prosecuted.
What is the first step to problem-solving in a group?
Implementing solutions
Assessing solutions
Determining causes of the problem
Defining the problem
An employee approaches a regular customer who appears to be looking for a specific item and says,
"Good morning, Mr. Hinkle, may I direct you to a particular product?" Is this the most appropriate way to
deal with that customer?
Yes, employees should be well informed and able to help customers.
No, employees are too busy to pay attention to only one customer.
Yes, employees should always greet customers and call them by name.
No, employees are not expected to have conversations with customers.
A store's written policy concerning returns states that "Refunds will be issued when a receipt is
presented; other returns will be given store credit." Mrs. Garcia, a regular customer, returns a product
without a receipt, complains about the store's return policy, and is given a full refund even though she
doesn't have a receipt. Another customer overhears the conversation and asks for a refund without a
receipt, but the store denies that request. How would enforcing the return policy have a positive impact
on the business?
Ensure fair treatment of employees
Reduce misunderstanding and ill will
Eliminate consistent behavior
Guide customers' actions and protect their decisions
Mr. Martin said, “I want to return this software and get my money back. Before I bought it, your
salesperson told me that it was compatible with my computer, but it isn't.” What is the reason for Mr.
Martin's complaint?
The salesperson used high-pressure sales tactics.
The product was defective.
The salesperson provided inaccurate information.
The product was labeled incorrectly.
By developing a brand promise, a company can
ensure that all of its products will meet customers' expectations.
communicate its commitment to meeting customers' expectations.
obtain a trademark from the government.
establish a licensing agreement with the government.
To reinforce the company's customer-friendly image, managers should consistently
emphasize the importance of production planning.
provide employees with stock options, profit sharing, and bonuses.
communicate the company's service-quality expectations to employees.
reorganize the company's resources.
Which of the following is an example of a capital good:
Water
A plow
Seeds
A farmhand
Owen wants a new pair of running shoes. He also wants a new sweatshirt to wear while running, but he
decides that he needs the shoes more. By purchasing the running shoes, Owen will give up the potential
benefit of purchasing the sweatshirt. The potential benefit that Owen is giving up is the __________ cost
of his decision.
opportunity
holding
marginal
menu
Making a product more useful by altering or changing it in some manner creates __________ utility.
possession
place
time
form
How do producers answer the economic question of what to produce?
By rationing goods and services
By developing incentives
By buying more resources
By comparing relative prices
