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Indicate whether the statement is true or false.
1. In today’s fast-paced, competitive business world, ethical behavior is not as important as it once was.
a.
True
b.
False
2. To avoid being rude, you should not let a person know that your time is limited when speaking via phone.
a.
True
b.
False
3. Ground rules for a business meeting should be discussed only when a participant’s behavior is harming the progress of
the agenda.
a.
True
b.
False
4. Meeting minutes should be distributed within two weeks after the meeting or at least two days before the next meeting,
whichever comes first.
a.
True
b.
False
5. Hard skills refer to personal qualities, habits, attitudes, communication skills, and social graces.
a.
True
b.
False
6. You must demonstrate professionalism only in face-to-face interactions.
a.
True
b.
False
7. Proper business attire and dining etiquette are no longer important to learn because many business interactions now take
place virtually.
a.
True
b.
False
8. If you receive constructive criticism on the job, you should focus on your feelings as much as possible.
a.
True
b.
False
9. Groups with diverse members often produce the best decisions.
a.
True
b.
False
10. If the purpose of a meeting is to share information, it is best to send an e-mail, text message, or memo rather than call
a meeting.
a.
True
b.
False
11. Because today’s technologies provide many alternate communication channels, face-to-face communication is no
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longer important in business and professional transactions.
a.
True
b.
False
12. Effective teams often have no formal leader.
a.
True
b.
False
13. Many businesses have established protocol procedures or policies to enforce civility.
a.
True
b.
False
14. Effective team members view participation in a team as an opportunity to compete with others.
a.
True
b.
False
15. Virtual teams have greater autonomy than co-located teams and require members who are more self-reliant.
a.
True
b.
False
16. Virtual meetings save travel costs and reduce employee fatigue.
a.
True
b.
False
17. The purpose of a meeting determines the number of participants.
a.
True
b.
False
18. You should identify the extension when transferring a call.
a.
True
b.
False
19. When conversing with others, always address them by their first names.
a.
True
b.
False
20. For optimal interaction, workplace teams should have 8-10 members.
a.
True
b.
False
21. To make your outgoing voice mail message more professional, use the computer-generated voice that comes with
most systems.
a.
True
b.
False
22. An awareness of courtesy and etiquette can give you a competitive edge in the job market.
a.
True
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b.
False
23. When placing a call, your introduction should include three parts.
a.
True
b.
False
24. In the norming phase of team development, teams discuss alternatives, evaluate outcomes, apply criteria, and prioritize
alternatives.
a.
True
b.
False
25. Speakers should avoid “uptalk” in the workplace because it makes them appear weak and tentative.
a.
True
b.
False
26. The term social intelligence describes desirable workplace behavior.
a.
True
b.
False
27. Decisions made by teams promote greater “buy-in” from group members.
a.
True
b.
False
28. When answering phone calls for others, you should provide information about colleagues’ whereabouts if they are not
in the office.
a.
True
b.
False
29. Good manners and a businesslike, professional demeanor are among the top skills recruiters seek in applicants.
a.
True
b.
False
30. If another person has criticized you unfairly, you should disagree respectfully and constructively.
a.
True
b.
False
31. A conflict between two members of a meeting should be ignored so that the meeting can progress as planned.
a.
True
b.
False
32. Today’s workers attend more meetings than ever.
a.
True
b.
False
33. E-mail has made telephone use obsolete in the corporate world.
a.
True
b.
False
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34. Providing distractions is viewed as an effective technique to deal with group differences.
a.
True
b.
False
35. Your vocal quality sends only verbal messages.
a.
True
b.
False
36. You should try to respond to voice messages within one week.
a.
True
b.
False
37. An in-person, face-to-face meeting is the richest of all available media.
a.
True
b.
False
38. You should generally deliver most constructive criticism in writing rather than in person.
a.
True
b.
False
39. When you deliver constructive criticism, you should use the word “we” instead of “you” to avoid sounding accusatory.
a.
True
b.
False
40. The responsibility for ending a call lies with the receiver.
a.
True
b.
False
Indicate the answer choice that best completes the statement or answers the question.
41. 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?
a.
Talk openly and freely on her cell phone in any location and at any time.
b.
Select a unique ringtone such as the music and lyrics to her favorite song so that she can recognize when her
phone is ringing.
c.
Speak louder so that her receiver can hear her and her ideas.
d.
Screen incoming calls if she is busy.
42. Which of the following is the best practice for a group when it begins a meeting?
a.
Wait until all participants arrive.
b.
Give a quick recap to anyone who arrives late.
c.
Establish ground rules.
d.
Start voting on items prior to holding any discussion.
43. What term describes groups of people who collaborate with one another to accomplish a shared task across space,
time, and organizational boundaries using technology?
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a.
Blogs
b.
Virtual teams
c.
Team players
d.
Social networking
44. Which of the following statements about the end of a meeting is most accurate?
a.
A meeting should end only when participants have discussed all agenda items.
b.
The leader should provide a summary of accomplishments and a review of action items.
c.
The leader should remind participants that they are responsible for taking their own minutes.
d.
Participants should pass their assigned tasks on to someone who did not attend.
45. Which of the following statements about professionalism in the workplace is most accurate?
a.
Unprofessional behavior affects only the individual who displays it.
b.
More organizations are establishing procedures or policies to encourage professionalism.
c.
Employees need to exhibit professional behavior only when working at their desks.
d.
You exhibit professional behavior only through nonverbal actions such as dressing appropriately or
maintaining eye contact with others.
46. Saying words correctly and clearly with the accepted sounds and accented syllables reflects
a.
rate.
b.
pitch.
c.
vocal quality.
d.
proper pronunciation.
47. Which of the following demonstrates the best example when answering a telephone call?
a.
This is Beth. May I help you?
b.
Precision Integrations. What’s on your mind?
c.
Hello. What can I do for you?
d.
Thanks for calling Precision Integrations. This is Beth Dittmer. How may I help you today?
48. When a workplace message is urgent and can’t wait, which of the following would be the most effective
communication channel?
a.
E-mail
b.
Video conference
c.
Phone
d.
Text message
49. Which of the following would probably best help a group achieve its goal?
a.
Competition
b.
Individual leadership
c.
Emphasis on individualism
d.
Active listening skills
50. Which of the following should be included in the minutes of a meeting?
a.
Action items
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b.
Date and time of meeting
c.
Participants’ names
d.
All answer choices are items that should be included in the minutes of a meeting.
51. Which of the following is the best advice to follow when placing a business phone call?
a.
Use professional vocabulary and courteous language.
b.
Realize that the responsibility for ending a call lies with the caller.
c.
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.
d.
All answer choices are good tips to follow when placing business phone calls.
52. In what phase of team development do members select alternatives, analyze effects, implement their plan, and manage
their project?
a.
Forming
b.
Norming
c.
Storming
d.
Performing
53. 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.
a refreshment list.
b.
an explanation of the leader‘s position on each of the agenda topics.
c.
any premeeting preparation expected of participants.
d.
All answer choices should be included on a meeting agenda.
54. ___________________ intelligence requires us to interact well, be perceptive, and show sensitivity toward others.
a.
Academic
b.
Emotional
c.
Social
d.
Executive
55. Richard wants to prove that he is diligent and reliable. What is the best advice you can give him?
a.
Put all focus on his job and avoid volunteering his services to a worthy community or charity group.
b.
Avoid apologizing for any errors.
c.
Honor his commitments and keep promises.
d.
Avoid any interaction with coworkers so that he stays focused on his job.
56. The most successful workplace teams
a.
agree on a purpose and procedures.
b.
are homogeneous.
c.
avoid conflict.
d.
work independently.
57. In what phase of team development do teams select members, become acquainted, build trust, and form a
collaborative culture?
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a.
Storming
b.
Forming
c.
Norming
d.
Performing
58. In the digital age, work is increasingly being viewed as ________________________ rather than a place you go.
a.
what you do
b.
who you know
c.
what skills you have
d.
what team you’re on
59. The best definition of uptalk is
a.
a flat or monotonous delivery.
b.
a rising inflection at the end of a sentence that makes statements sound like questions.
c.
self-gratifying comments to make you appear better than others.
d.
an unnaturally quick speaking pattern.
60. All of the following would have a positive impact on team behavior except
a.
sharing leadership.
b.
competing for individual recognition.
c.
analyzing tasks and defining problems.
d.
confronting conflict.
61. Which of the following is the best advice to follow when receiving telephone calls for others?
a.
Identify your colleague’s whereabouts if you are answering his or her phone.
b.
Guarantee the caller that your colleague will return the call within a few hours.
c.
Verify telephone numbers and spelling of names when taking messages.
d.
Find your coworker immediately and report that he or she has an incoming call.
62. A synonym for professionalism is
a.
hard skills.
b.
social acceptance.
c.
business etiquette.
d.
diversity.
63. To use your voice effectively,
a.
speak in a relaxed, controlled, well-pitched voice at about 125 words per minute.
b.
overemphasize all words to guarantee audience understanding.
c.
avoid listening to educated individuals to retain your speaking uniqueness.
d.
keep the same volume and rate while speaking.
64. How should a group leader keep a meeting progressing effectively?
a.
Engage in most of the talking to ensure that the meeting ends on time.
b.
Allow group members to digress on a topic because other topics may be beneficial to explore.
c.
Discourage members who monopolize the discussion.
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d.
Summarize only at the end of the meeting.
65. In today’s digital age, professionalism requires all employees to maintain a positive ____________________ presence.
a.
sales
b.
nonverbal
c.
online
d.
managerial
66. What is your first task before holding a meeting?
a.
Deciding how and where to meet
b.
Preparing an agenda
c.
Inviting participants
d.
Determining your purpose
67. What is the first thing you should do before making a business telephone call?
a.
Prepare an appropriate opening.
b.
Ask yourself if the phone call is necessary.
c.
Decide what you’re going to say after the receiver answers.
d.
Write down the ideas you want to discuss so that you don’t forget them.
68. Which of the following is the best advice regarding workplace conversation?
a.
Always use first names when addressing supervisors, customers, and coworkers.
b.
Avoid social situations with coworkers.
c.
Bring up controversial topics to show that you follow the news.
d.
Learn to listen actively, expecting to learn something.
69. Which of the following is the best example of a response when answering calls for others?
a.
Annette is currently participating in an important budget meeting with our board of directors.
b.
We’re not really sure where Annette is right now, but she’ll return your call immediately whenever she gets
back.
c.
Annette has run down to the ladies’ room for a few minutes, but she should be back soon.
d.
Annette is away from her desk, but I will give her your message when she returns.
70. When the purpose of your meeting is to solve an intense problem, what is the recommended number of meeting
participants?
a.
Five or fewer
b.
Ten or fewer
c.
Thirty or fewer
d.
An unlimited number of participants
71. Which of the following statement best provides constructive criticism?
a.
You seem to think that you can submit any kind of work and that it doesn’t matter.
b.
Your work is often shoddy.
c.
Producing inferior work often causes this company to lose time and money.
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d.
You need to produce work that meets this company’s standards.
72. Which of the following is the best advice to follow when dealing with conflict in a team?
a.
Look for areas of mutual agreement.
b.
To promote individuality, focus on the person rather than the task.
c.
Do not allow team members to speak their minds because too many ideas could prevent the group from
reaching its goal.
d.
Avoid conflict completely and let the chips fall where they may.
73. What is the ideal number of participants for most groups?
a.
Two
b.
Four to five
c.
Ten
d.
There is no “ideal” number; more is always better.
74. 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 is not
accurate?
a.
Use language that focuses on improvement instead of problems.
b.
To show more compassion, be as vague as possible.
c.
Ask the team members for feedback.
d.
Discuss the behavior, not the person.
75. To demonstrate tolerance and tact in the workplace, which of the following should you do?
a.
Avoid apologizing for errors or misunderstandings because doing so calls attention to them.
b.
Choose writing over face-to-face interactions whenever possible.
c.
Work to improve your vocal quality.
d.
Keep your personal opinions of people private.
76. Leticia has called a client and received his voice mail. What is the best advice you can give Leticia for leaving a
message?
a.
Hang up and call back later; her client won’t want to be bothered with having to listen to a message.
b.
Speak as quickly as possible to make her message more concise.
c.
Smile when leaving her message to add warmth to her voice.
d.
Leave a complete message, including confidential details about the project Leticia is working on, to make her
message as useful as possible.
77. Personal attacks, rudeness, and disrespectful comments relate most closely to which trait required for positive
workplace relations?
a.
Polish
b.
Civility
c.
Etiquette
d.
Soft skills
78. Face-to-face communication
a.
is the least rich communication channel.
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b.
increases the likelihood of misunderstandings.
c.
reduces cooperation and limits problem solving during conflict.
d.
is the most effective of all communication channels.
79. For which of the following purposes should you avoid scheduling a meeting?
a.
To reach a decision
b.
To share information
c.
To solicit input from others
d.
To address conflict
80. Jue understands that soft skills and professional polish will ensure her long-term success on the job. Which of the
following is not a soft skill?
a.
A grasp of workplace etiquette
b.
An eagerness to learn
c.
The ability to work effectively as part of a team
d.
Proficiency in using a variety of computer software packages
81. Which of the following statements about workplace criticism is most accurate?
a.
When receiving criticism, individuals should focus on their feelings rather than on the content of the criticism.
b.
Most individuals like to give and receive criticism.
c.
Giving and receiving criticism is a normal occurrence in the business world.
d.
In today’s workplace, only managers must give criticism.
82. Which of the following statements about workplace teams is most accurate?
a.
Teams tend to respond more slowly to competition or problem solving.
b.
Because conflict often results, teams tend to have decreased productivity.
c.
Team members who are involved in the decision-making process show less resistance to change.
d.
Individuals tend to make better decisions than teams.
83. The benefits of voice mail include eliminating unnecessary chit chat, telephone tag, inaccurate messages, and
a.
time zone barriers.
b.
the need for written messages.
c.
the necessity of a cordial, friendly greeting.
d.
prompt responses.
84. Professional behavior is comprised of six dimensions, including courtesy and respect, appearance and appeal,
tolerance and tact, honesty and ethics, reliability and diligence, and
a.
soft and hard skills.
b.
self-actualization and self-control.
c.
sharing and collegiality.
d.
education and training.
85. Which of the following statements about the power of the human voice is most accurate?
a.
The voice sends only verbal messages to receivers.
b.
Individuals can learn to change their voice to make it more effective and powerful.
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c.
No correlation exists between the voice and perceived authority and trust.
d.
All answer choices are accurate statements about the human voice.
86. Shawn wants to be sure to exhibit cell phone etiquette. Which of the following should he avoid?
a.
Allowing voice mail to take routine calls when he is speaking with others.
b.
Making and receiving calls in public places so that he seems more accessible to coworkers.
c.
Speaking in low, conversational tones.
d.
Making calls while driving to save time.
87. Companies use virtual meetings to
a.
save travel costs.
b.
reduce employee fatigue.
c.
connect dispersed participants.
d.
All answer choices provide reasons companies use virtual meetings.
88. Jeff will be leading a virtual team meeting. What should he do to make certain that the meeting runs smoothly and
professionally?
a.
Send text messages and check his e-mail during the meeting.
b.
Ensure that the technology is working for all participants before the meeting starts.
c.
Discourage any chitchat among team members before or after the meeting.
d.
Set the meeting time using Eastern Standard Time (EST).
89. 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?
a.
Interrupt your supervisor frequently to comment on his or her suggestions so that you don’t miss giving
feedback on anything.
b.
To avoid any type of confrontation with your supervisor, agree with all comments made.
c.
Try to deflect blame for anything negative said to others in your department.
d.
Ask for clarification of comments when necessary.
90. How do recruiters and employers view the importance of professional behavior in the workplace?
a.
Although recruiters are impressed with applicants who speak and write well, a candidate’s technical expertise
is all that matters.
b.
Good manners and a businesslike, professional demeanor are among the top skills recruiters seek in applicants.
c.
Professionalism and soft skills are important only in service-oriented fields.
d.
Team, communication, and people skills are low priorities for most recruiters and employers.
Enter the appropriate word(s) to complete the statement.
91. Interpersonal skills such as working in teams, possessing a positive attitude, prioritizing work tasks, listening, and
demonstrating workplace manners are all examples of ____________________ skills.
92. The ____________________ of a phone call should name the person being called, identify the caller and his or her
affiliation, and provide a brief explanation of the reason for the phone call.
93. ____________________ refers to the sound vibration frequency (the highness or lowness) of our voices, which are
most engaging when they rise and fall in conversational tones.
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94. ____________________ is the habit of using a rising inflection at the end of a sentence resulting in a singsong pattern
that makes statements sound like questions.
95. To increase your own effectiveness and professionalism, you should make it a personal rule not to
_________________ during meetings; this includes avoiding texting and checking e-mail.
96. Social ____________________ points to an understanding of culture and life that helps us negotiate interpersonal and
social situations.
97. Because anyone can gain access to it, you should not leave private or ______________________ information when
leaving a voice mail message.
98. To connect with distant team members across borders and time zones, many organizations are creating
____________________ teams. These teams work interdependently with a shared purpose across space, time, and
organizational boundaries using technology.
99. According to B.A. Tuckman, when teams are in the ____________________ phase of team development, they
identify problems, collect and share information, establish decision criteria, and prioritize goals.
100. The ____________________ are a record of points of discussion, decisions made, and tasks assigned at a meeting.
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