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Chapter 11—Test Bank
Professionalism at Work: Business Etiquette, Ethics, Teamwork, and Meetings
DIFFICULTY (DIF) TYPE OTHER CODES
5 = Most difficult Ap: Application question ANS: Answer
3 = Average difficulty Con: Conceptual question REF: Page Reference
1 = Least difficult Def: Definition OBJ: Chapter Objective
NOT: Note (feedback/explanations)
AAC: AACSB Competencies
Multiple Choice
1. Chandra has just graduated and will be starting her business career. Why is it
important for her to exhibit professionalism?
a. Professionalism will make her a stronger job candidate.
b. Professionalism will make her a valuable, successful employee.
c. Professionalism will allow her to boost her company’s image.
d. All answer choices show the importance of professionalism in the workplace.
2. What should you do to demonstrate professional behavior on the job?
a. Don’t apologize for errors or misunderstandings because doing so calls attention to
them.
b. Stay away from public arguments and disagreements, including in written
documents and e-mail.
c. Realize that occasional small lies are acceptable and expected in the workplace.
d. Employees should do all of the above in order to come across as professional.
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3. Richard is starting a new job and wants to prove that he is diligent and collegial.
What is the best advice you can give him?
a. Avoid volunteer work because this work takes him away from time he could be
devoting to his job.
b. Turn in assignments on time, even if he’s not proud of the work he’s done.
c. Show a willingness to share his expertise with others.
d. Richard should do all of these to come across as diligent and collegial.
4. Jue understands that a good résumé and interview may result in her getting a job.
However, she also 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 team
d. Proficiency in using a variety of computer software packages
5. Which of the following is an advantage of face-to-face conversation?
a. You can be expressive and persuasive in a face-to-face conversation because you
can use your voice and body language to make a point.
b. You are less likely to be misunderstood in a face-to–face conversation because you
can read feedback and make needed adjustments.
c. Face-to-face conversation satisfies a deep human need for social interaction.
d. All answer choices are advantages of face-to-face conversation.
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6. Alec, hoping for a promotion, wants to improve his pronunciation skills so that he’s able
to say words correctly and clearly with accepted sounds and accented syllables. Which
of the following is the best advice for Alec?
a. Hire a professional speech coach.
b. Listen carefully to educated people.
c. Practice sounding enthusiastic when speaking.
d. Relax. Mispronouncing a few words is common and won’t affect the opportunity for
promotion.
7. Fariba’s coworker has told her that Fariba is more likely to be promoted if she knows
how to converse at the after-hours business socials. Which of the following is a good tip
for Fariba?
a. Learn and use first names for all coworkers, clients, and customers.
b. Prove that she is relaxed and confident by telling some political jokes that are sure to
“raise an eyebrow.”
c. Show strength of conviction by openly discussing her complaints.
d. Give sincere and specific praise to managers, colleagues, and workers.
8. Which of the following is the best advice regarding small talk in the workplace?
a. Try not to engage in small talk in the workplace because doing so is unprofessional.
b. Read newspapers and listen to radio and TV so you’ll be able to discuss current
events intelligently.
c. Bring up controversial topics such as politics or religion as often as possible to show
how well-rounded and intelligent you are.
d. It’s acceptable to be defensive if someone brings up a topic that upsets you.
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9. A coworker has justly criticized you for poor performance at work. If you agree quickly
with this on-target criticism,
a. the coworker is likely to take the criticism to your supervisor.
b. you will become known as a coward who doesn’t fight back when criticized.
c. the coworker is more likely to take advantage of your weakness.
d. you are more likely to be respected.
10. 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 the suggestions being made so
that you don’t miss giving feedback on anything.
b. To avoid any type of confrontation with your supervisor, agree with all comments
being made.
c. Try to deflect blame for anything negative being said to others in your department.
d. Ask for clarification of comments when necessary.
11. 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 member for feedback.
d. Discuss the behavior, not the person.
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12. Which of the following is the best advice when making business telephone calls?
a. The responsibility for ending a call lies with the person who receives the call, not
the caller.
b. Before you make a call, ask yourself if it’s necessary.
c. To sound natural and spontaneous, decide what you’re going to say after the
receiver answers.
d. Since the person you’re calling can’t see you, there’s no need to smile.
13. Marsha has limited time and must call Charlie for answers to several questions. Which
of the following is the best example of a brisk and professional approach?
a. Charlie, I have only a few minutes, but I knew you were the one with answers to my
questions.
b. Hey, Charlie, what’s up, dude?
c. I can’t waste any time chit chatting, so you need to get to the point pronto!
d. Look, Charlie, you always have the inside scoop at work; what’s going on?
14. 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.
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15. Which of the following statements about using cell phones for business is most
accurate?
a. Because cell phones can be so annoying to others, you should not use them for
business purposes.
b. To make yourself look professional and important, you should leave your cell phone
on at all times during the workday.
c. Choose a unique and creative ring style, such as your college fight song, to rapidly
distinguish calls to your cell phone.
d. Be careful about using your cell phone to discuss private or confidential company
information.
16. 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.
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17. Shawn needs to record his business voicemail outgoing message. Which of the
following outgoing messages is most professional?
a. Hi! I’m sorry I missed your call. Please leave a brief message after the tone.
b. This is Shawn. I’m not available right now. But if you leave a message, I promise to
call you back. Be sure to include your name, phone number, and the best time to
return your call.
c. Your call is important to me. Please leave your name and number so that I can
return your call promptly.
d. Hi! You have reached the voice mail of Shawn Berg of Juarez Accounting. I am
currently away from my phone but will return by 2 p.m. Please call back then.
Thank you for calling.
ANS: d REF: p. 316 TYPE: Ap DIF: 5
18 Leticia has called a client and gotten 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.
19. Which of the following statements about workplace teams is most accurate?
a. Teams tend to respond more slowly to competition or when solving problems.
b. Because conflict often results, teams tend to have decreased productivity.
c. Team members who make decisions show less resistance to change.
d. Individuals tend to make better decisions than teams.
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20. The most effective groups have members who
a. are willing to establish rules and abide by those rules.
b. show interest in others’ ideas by listening actively.
c. offer information and try out their ideas on the group to stimulate discussion.
d. do all of these things.
21. The most successful workplace teams
a. have a small number of members.
b. are homogeneous.
c. avoid conflict.
d. have all of the above traits.
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22. Which of the following statements about meetings is most accurate?
a. Reliance on e-mail and increasing use of wireless devices are causing face–to-face
meetings to disappear.
b. Meetings consist of ten or more individuals who gather to achieve a goal, solve a
problem, or create a work plan.
c. As businesses become more team-oriented, people are attending more meetings than
ever.
d. Most people enjoy attending meetings because they recognize that meetings present
great opportunities for professional growth and recognition.
23. What is your first task before holding a meeting?
a. Decide how and where to meet.
b. Prepare an agenda.
c. Invite participants.
d. Determine your purpose.
24. 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 list of the refreshments to be provided.
b. an explanation of the leader’s position on each of the topics.
c. a sublist of items that can be completed quickly at the end of the agenda.
d. any premeeting preparation expected of participants.
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25. Antonia is leading her first professional business meeting and wants to follow
professional meeting etiquette. Which of the following is the best tip for Antonia?
a. Avoid following an agenda because the meeting will appear too rigid.
b. End the meeting on time, even if all agenda items haven’t been covered.
c. Don’t waste time on introductions because you may run out of time to complete
your meeting business.
d. Encourage friendly, informal side conversations.
26. Lucas has been invited to attend his first sales meeting and wants to follow proper
meeting etiquette. Which of the following should he do to make a good impression?
a. Keep his cell phone and pager on so that he doesn’t miss an important call.
b. Leave the room only for breaks and emergencies.
c. Use body language to show if he’s bored; the chair will appreciate his honesty.
d. Lucas should do all of these.
27. Which of the following statements about meetings is not accurate?
a. Meetings should start on time unless someone important is late.
b. An agenda should be distributed at least two days before the meeting.
c. Meetings should not be held if the flow of information will be strictly one way.
d. The real expense of a meeting is the lost productivity of all the people attending.
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28. Which of the following statements about workplace conflict is most accurate?
a. Conflict in the workplace can be desirable.
b. Because conflict makes people feel awkward and uneasy, it inhibits creativity.
c. Since conflict is always negative, it must be avoided in the workplace.
d. Unresolved conflict indicates leadership failure.
29. Team leaders can handle difficult group members during a meeting by
a. announcing the rules for expected behavior as soon as a participant digresses.
b. seating the difficult group member as far from the leader as possible.
c. making direct eye contact with everyone when asking questions.
d. assigning a task to the disruptive person.
30. Which of the following should occur at the end of a meeting?
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.
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True-False
1. Many businesses have established protocol procedures or policies to encourage civility.
2. Hard skills refer to a whole cluster of personal qualities, habits, attitudes (for example,
optimism and friendliness), communication skills, and social graces.
3. Soft skills aren’t needed for jobs in technical fields such as accounting and finance.
4. Because today’s technologies provide many alternate communication channels, face–to–
face communication is no longer important in business and professional transactions.
5. Speakers should avoid “uptalk” in the workplace because it makes them seem weak and
tentative.
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6. Rate refers to the pace of your speech.
7. Attending work-related social functions can harm your career if you dress
inappropriately or choose controversial conversation topics; therefore, it is best to avoid
these functions.
8. If you receive constructive criticism on the job, you should focus on your feelings as
much as possible.
9. If you believe you have been criticized unfairly, it is appropriate to disagree respectfully
and constructively.
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10. When you deliver constructive criticism, you should use the word “we” instead of “you”
to avoid sounding accusatory.
11. Most constructive criticism is better delivered in writing rather than face to face.
12. E-mail has made telephone use obsolete in the corporate world.
13. When placing a business telephone call, immediately name the person you are calling,
identify yourself and your affiliation, and give a brief explanation of your reason for
calling.
14. Because a call being transferred may be disconnected, you should identify the extension
to which you are directing the call.
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15. Some places are inappropriate or even dangerous for cell phone use.
16. To make your outgoing voice mail message more professional, use the computer-
generated voice that comes with most systems.
17. Because of the increased focus on individualism, teams have become less important in
today’s business environment.
18. The most effective teams do what is necessary to avoid any kind of conflict.
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19. Aidan will be conducting a meeting where intensive problem solving will occur. The
ideal number of participants for this type of meeting is five or fewer.
20. When preparing the location for business meetings, you can maximize collaboration by
arranging the tables or chairs in straight rows.
21. Etiquette guidelines for business meetings indicate that both participants and leaders are
responsible for sticking to the agenda and avoiding tangents.
22. Ground rules for a business meeting should be discussed only when a participant’s
behavior is harming the progress of the agenda.
23. It is appropriate for a meeting leader to move the meeting along by saying, Thanks,
Ivan, for your viewpoint, but please hold your next comment until we can hear what
Shung Chai thinks of your idea.
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24. One way to handle dysfunctional group members during a meeting is to seat them next
to the leader.
25. Meeting minutes should be distributed within two weeks after the meeting or at least
two days before the next meeting, whichever comes first.
Fill-in-the-Blank
1. ___________, also known as business etiquette, ethical conduct, social intelligence, or
soft skills, refers to a whole range of desirable workplace behaviors.
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2. ___________ intelligence is defined as “the ability to get along well with others and to
get them to cooperate with you.”
3. The _____________ of your voice is the degree of loudness or the intensity of sound.
4. _________ criticism involves planning what you will say, focusing on improvement,
offering to help, being specific, and avoiding anger.
5. _______ phones enable you to conduct business from virtually anywhere at any time
and have become an essential part of communication in today’s workplace.
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6. ___________ mail links a telephone system to a computer that digitizes and stores
incoming messages.
7. To connect with distant team members across borders and time zones, many
organizations are creating _____________ teams. These are groups of people who work
interdependently with a shared purpose across space, time, and organization boundaries
using technology.
8. __________ consist of three or more people who gather to pool information, solicit
feedback, clarify policy, seek consensus, and solve problems.
9. The list of topics to be discussed at a meeting is called a(n) _____________.
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10. The __________ are a record of points of discussion, decisions made, and tasks
assigned at a meeting.