Chapter 12—Workplace Etiquette: Rules for Behavior
1. Workplace etiquette suggests that we use commonly accepted rules for good behavior in workplace
interactions.
2. Companies view etiquette as a way of giving them a competitive edge in winning and retaining a solid
market share.
3. Rules are the only component of etiquette.
4. Being courteous involves being thoughtful and considerate of others and using a friendly voice and
facial expression.
5. Assertiveness is the process of expressing your thoughts and feelings while asking for what you want
in an appropriate, calm, and confident manner.
6. Etiquette requires that if you are the target of an overly aggressive person, you must tolerate it.
7. The ability to engage in small talk over dinner or in small groups, listen effectively, and make
introductions is nice in your personal life but has nothing to do with business.
8. Etiquette, which reached its most valued position in the 1960s and 1970s, is not as important today.
9. The growth of the global economy makes learning etiquette rules for specific cultures unnecessary.
10. Knowledge of etiquette is a key ingredient in human relations and in business and personal success.
11. What is considered appropriate behavior never changes—what is appropriate to one setting or with one
group is appropriate everywhere.
12. Appearance is a personal matter and how we dress has nothing to do with other people.
13. The most important rule of dress for work is to dress appropriately for your organization and
profession.
14. To be appropriate, clothes always have to be expensive.
15. Appropriate table manners suggest that you place your napkin in your lap as soon as you are seated
and your silverware on your plate when you finish eating.
16. When making introductions, introduce older people or people higher on the organizational hierarchy to
younger people and those lower in the hierarchy.
17. If you forget the name of someone you are introducing, you should cover up by mumbling.
18. Because people still frown on hugging in work-related situations, use caution in putting an arm around
coworkers of either sex, placing a hand on their shoulder, or touching them in any way other than a
handshake.
19. When you travel internationally, you should always follow the etiquette rules of your home country.
20. If you are involved in international business, you should keep a sharp eye for cultural variances and
learn to be tolerant of different standards of behavior.
21. It is acceptable to simply ignore and let a customer wait if you are busy doing something else.
22. Good telephone manners dictate that when you place someone on hold or transfer calls, you do so only
when necessary and with permission.
23. E-mail messages are private communications.
24. Using all capital letters in an e-mail message is the equivalent of shouting.
25. Adding emoticons to your e–mail message is helpful in creating a positive impression.
26. The most popular form of virtual meetings because of its flexibility is
a.
Web conferencing
b.
Videoconferencing
c.
Teleconferencing
27. Common workplace surveillance methods include
a.
Monitoring employee’s e-mail, text messages, and web sites visited
b.
Monitoring employees through videotaping
c.
Both answers are correct.
28. In a virtual meeting using sound and camera technologies, it is necessary to
a.
Speak quietly
b.
Make eye contact with the camera and other participants
c.
Leave the room periodically
29. Etiquette is more important today than ever before because
a.
Many children weren‘t taught etiquette in the 60s and 70s
b.
The global economy and diverse populations require interaction with people of all cultures
c.
Both answers are correct.
30. Professional presence is a combination of
a.
Your poise and self-confidence
b.
Your control and style
c.
Both answers are correct.
31. Effective customer relations are
a.
Important only in small companies
b.
An important part of an organization‘s marketing strategy
c.
Unimportant in determining whether customers return
32. The most important guideline for developing customer relations is
a.
“You’ll be fired if you’re caught mistreating customers“
b.
“Take care of No. 1″
c.
“Do unto others as you would have them do unto you”
33. Basic guidelines pertaining to customer relations include
a.
Give customers your full attention, whether on the phone or in person
b.
Acknowledge customers immediately
c.
Both answers are correct.
34. Effective human relations in correspondence and on the phone are
a.
More important than in person
b.
Just as important as in person
c.
Less important than in person
35. To show good customer relations,
a.
Never say anything about customers they might hear or learn
b.
Give them your full attention, immediately acknowledge them, and use good manners
c.
Both answers are correct.
36. Suggestions for telephone manners include
a.
Answering promptly and correctly
b.
Hanging up abruptly if the call is not for you
c.
Leaving people on hold as long as necessary
37. You can cultivate a good telephone personality by
a.
Calling callers “Dear” and “Honey”
b.
Being alert, sounding pleasant, and speaking clearly and distinctly
c.
Sounding extremely “businesslike,” formal, curt, and impersonal
38. Common problems with electronic etiquette that should be avoided are
a.
Sending jokes and personal notes via e-mail at work
b.
Leaving the first caller hanging when you receive a second call through the call waiting
feature of the telephone
c.
Both answers are correct.
39. Networks can be used effectively by members if they
a.
Want to enhance their own careers without regard to others
b.
Make a good personal appearance and sincere personal connection
c.
Want to solicit free advice from professionals
40. A mentor
a.
Can be someone inside your organization or outside your organization but in your
profession
b.
Should be someone you respect
c.
Both answers are correct.
41. Employers have the right to ____________________ employee use of communication technologies in
the workplace.
42. Office politics can be impossible to avoid but troublesome; therefore, you should use
____________________.
43. Individuals who are comfortable in using correct etiquette, feel equal to others, speak calmly and
firmly, and are able to say no without feeling guilty are engaging in ____________________ behavior.
44. Acting appropriately in social and business situations involves the use of ____________________.
45. An experienced person who can give you objective career advice is a(n) ____________________.
46. To maintain good relationships with coworkers, be willing to take on additional responsibilities, share
credit and accolades, get to know them on a personal level, meet deadlines and commitments, and
____________________.
47. People feel loss for different events, and their suffering may ____________________ in degree and
duration.
48. A particularly painful period for ____________________ workers is after the initial shock and before
they have found new jobs.
49. How employees treat ____________________ is a crucial factor in the success of a business.
50. Many problems at work are the direct result of lapses in ____________________.