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1. 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.
2. Which statement about professionalism is most accurate?
a.
Professionalism refers to those behaviors exhibited only to customers.
b.
Professionalism describes desirable workplace behavior.
c.
Professionalism emphasizes hard skills or technical knowledge desired by employers.
d.
Professionalism is important only in large companies.
3. A synonym for professionalism is
a.
hard skills.
b.
social acceptance.
c.
business etiquette.
d.
diversity.
4. 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.
5. 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
6. 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.
7. 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.
8. Stephen is starting a new job and wants to demonstrate that he is a professional employee. What advice should he
follow?
a.
Never apologize for errors or misunderstandings because doing so calls attention to them.
b.
Show up a few minutes late every so often to show that he isn't an overzealous employee.
c.
Avoid compromising with others.
d.
Exercise self-control and keep personal opinions of people private.
9. An awareness of courtesy and etiquette
a.
will ensure one's popularity in an office setting.
b.
is not important to hiring managers.
c.
is needed for only high-level business executives.
d.
can improve an individual's chances of being hired and promoted.
10. Which of the following statements about professionalism is most accurate?
a.
Demonstrating etiquette is important in the office and online.
b.
No correlation exists between professional behavior and workplace success.
c.
Employees must demonstrate professional behavior only when communicating face-to-face with others.
d.
Professionalism is important for employees in only Fortune 500 companies.
11. Which of the following statements about face-to-face communication is most accurate?
a.
Face-to-face communication is the least rich communication channel.
b.
Face-to-face communication increases the likelihood of misunderstandings.
c.
Face-to-face conversations reduce cooperation and limit problem solving during conflict.
d.
Face-to-face interaction is the most effective of all communication channels.
12. 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.
c.
No correlation exists between the voice and perceived authority and trust.
d.
All answer choices are accurate statements about the human voice.
13. Saying words correctly and clearly with the accepted sounds and accented syllables reflects
a.
rate.
b.
pitch.
c.
vocal quality.
d.
proper pronunciation.
14. 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.
15. 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.
16. Which of the following is the best advice regarding workplace conversation?
a.
To personalize your conversations, always use first names when addressing supervisors, customers, and
coworkers.
b.
Be courteous and attentive when conversing with managers, colleagues, subordinates, and customers.
c.
Bring up controversial topics such as politics or religion as often as possible to show your intelligence.
d.
To demonstrate that you are human, feel free to complain about your colleagues, friends, and job when you
need to vent.
17. 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.
18. 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.
19. 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.
20. 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.
d.
You need to produce work that meets this company's standards.
21. Which of the following statements about phones and phone usage in today's businesses is most accurate?
a.
Phones are not an important communication tool in today's business offices.
b.
The telephone has been replaced by e-mail as the No. 1 communication channel.
c.
Effective business communicators know how to use phones productively, efficiently, and professionally.
d.
Today's offices do not come equipped with phones.
22. 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.
23. 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.
24. 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?
25. 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.
26. 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.
27. 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.
28. 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.
29. Shawn needs to record his outgoing message on his voice mail system. 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.
30. 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.
31. Which of the following statements about teams in today's business is most accurate?
a.
Teams can be effective in solving problems and in developing new products.
b.
Today's teams collaborate only face-to-face.
c.
Effective soft skills are not necessary when collaborating in teams.
d.
Teams are rarely used in today's business environment.
32. 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.
33. In what phase of team development do teams select members, become acquainted, build trust, and form a
collaborative culture?
a.
Storming
b.
Forming
c.
Norming
d.
Performing
34. 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
35. What term describes groups of people who collaborate with one another to accomplish a shared task across space,
time, and organizational boundaries using technology?
a.
Blogs
b.
Virtual teams
c.
Team players
d.
Social networking
36. Which of the following would have a negative impact on a group?
a.
Encouraging members to partcipate
b.
Setting rules and abiding by them
c.
Analyzing tasks and defining problems
d.
Failing to stay on task
37. The most successful workplace teams
a.
agree on a purpose and procedures.
b.
are homogeneous.
c.
avoid conflict.
d.
work independently.
38. 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.
39. 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.
40. 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
41. Which of the following statements about meetings is most accurate?
a.
Because of e-mail and wireless devices, meetings are no longer needed in the business world.
b.
To increase employee productivity, meetings should never be held.
c.
As businesses become more team-oriented, people are attending more meetings than ever.
d.
Only top-level business executives must attend meetings.
42. 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
43. 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
44. 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.
45. 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.
46. 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.
d.
Summarize only at the end of the meeting.
47. 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.
48. Which of the following should be included in the minutes of a meeting?
a.
Action items
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.
