Robert’s Rules of Order
a. explains parliamentary procedures.
b. contains procedures often used at board of directors meetings.
c. describes an effective process for filling customer orders.
d. Both A and B
Match each term with the correct statement below.
a. communication barrier
b. editing
c. emphatic listening
d. evaluative listening
e. listening
f. nonverbal communication
g. pitch
h. proofreading
i. publishing
j. tone1)Hearing and offering feedback that shows you have understood a
message2)Reviewing and revising a message to improve its form and content3)An
attribute of voice that conveys the attitude or emotional state of the speaker4)Sending a
message to the receiver or making the message available to the receiver5)Hearing and
trying to understand and judge what is being said6)An attribute of sound that can be
described as high or low7)Anything that interferes with successful communication,
such as noise, previous experiences, or biases8)Reviewing and correcting the final draft
of a message9)Sending a message without spoken or written words10)Hearing and
trying to understand a message using the sounds you hear
Excellent internal customer service can lead to
a. employee satisfaction.
b. employee loyalty.
c. employee retention.
d. All the above
Which of the following is a medium-range radio transmission technology for computer
data?
a. Wi-Fi
b. Bluetooth
c. broadband
d. All the above
Which of the following persons is responsible for determining the purpose of a business
meeting?
a. the person who calls the meeting
b. the meeting leader
c. the administrative assistant who distributes the agenda
d. None of the above
During an evaluation at work
a. avoid making eye contact with the evaluator.
b. do not admit mistakes that you have made.
c. discuss the issues openly and honestly.
d. All the above
Match each item with the correct statement below.
a. 401(k) account
b. 403(b) account
c. assets
d. fiscal year
e. liabilities
f. loss
g. net pay
h. owner’s equity
i. petty cash
j. profit1) A tax-deferred retirement plan for employees of nonprofit organizations or
educational institutions2) A tax-deferred retirement plan for employees of private
companies and corporations3) In accounting terms, the amount by which income
exceeds expenses4) A 12-month period used for accounting purposes5) Final earnings
after taxes and other deductions are made6) Money kept on hand to pay small fees or
charges incurred by the company7) In accounting terms, the amount by which expenses
exceed income8) Money and anything of material value owned by an organization9)
The financial claims to the assets of the organization by the owner or stockholders after
all debts have been paid10) Debts of an organization that must be paid in the future
A leadership style commonly used in teams is
a. laissez-faire.
b. democratic.
c. autocratic.
d. pacesetting.
When you are organizing material for a presentation
a. use indirect order if the presentation will deliver good news.
b. use direct order if you are trying to persuade the audience to take action.
c. record the main points you want to make and then decide on an order for the
presentation.
d. the goal of the presentation is not important.
Airport parking services
a. typically charge for allowing you to park your car.
b. typically do not provide shuttle service from the parking lot to the airport terminals.
c. do not consider the length of time your car is in the lot when calculating your parking
fee.
d. Both A and B
When using the “four categories” time management system, it is important to think
about and work in time for tasks that are
a. urgent and important.
b. important, but not urgent.
c. urgent, but not important.
d. neither urgent nor important.
Which qualification is essential for an administrative professional to continue to
succeed?
a. a high school diploma
b. retraining
c. continuing education
d. Both B and C
When names are identical, filing order is determined by address elements in this order:
a. city names, state names, street names, and building numbers.
b. state names, city names, street names, and building numbers.
c. street names, building numbers, city names, and state names.
d. city names, street names, state names, and building numbers.
When dealing with an abusive customer on the telephone
a. do not let yourself become angry.
b. look for points of agreement.
c. hang up; you don’t need to deal with verbal abuse.
d. Both A and B
When your business telephone rings
a. do not answer before the third ring.
b. answer by identifying your company or department and giving your name.
c. do not offer to transfer the caller to someone else who can help the caller.
d. answer in a brisk, impatient tone to let the caller know you are busy.
A letter in block format
a. has all lines beginning at the left margin.
b. has the date, complimentary close, and signature block beginning at the horizontal
center point.
c. should always have open punctuation.
d. should always have mixed punctuation.
When going to a foreign country, the traveler
a. need not worry about health conditions in the country being visited.
b. may need vaccinations before the trip.
c. should not bother his or her host with details about food allergies.
d. None of the above
Building blocks are parts of a document or text that are often used in a particular type of
document.
Many companies use automatic deposit for payroll because it saves the company money
and is convenient for employees.
The first step in managing a long-term project is to think through and write out your
objectives.
A traveler can exchange money at certain banks and currency exchange offices only
after arriving in the country being visited.
The American workforce is changing rapidly.
One way to work more efficiently is to streamline repetitive tasks.
The leader of a meeting is responsible for seeing that all individuals participate and that
no one dominates the discussion to the exclusion of the remainder of the group.