A broadcast that is similar in nature to a television broadcast and takes place over the
World Wide Web is a(n)
a. audio conference.
b. video conference.
c. webcast.
d. webinar.
Match each term with the correct statement below.
a. abusive
b. customer focus
c. customer service
d. empathy
e. external customers
f. human relations skills
g. internal customers
h. live chat
i. nonverbal communication
j. strategy1> Understanding or concern for someone’s feelings or position2>
Demonstrating insulting, rude, or violent language or behavior3> A plan of action for
achieving a goal4> Abilities that allow one to interact with others effectively5> A
commitment to providing high-quality customer service to all customers6>
Departments or employees within an organization who use the products or services
provided by others within the organization7> Exchanging text messages in real time via
a computer or other device such as a cell phone8> The ability of an organization to
consistently give customers what they want and need9> Sending a message without
spoken or written words10> People or other organizations that buy or use the products
and services provided by the organization
To help motivate team members, leaders should
a. establish a rapport with them.
b. use discipline.
c. apply power.
d. None of the above
Problem-Solving Steps
1> Determine the options.
2> Choose the best option.
3> Collect information.
4> Evaluate the solution.
5> Identify the problem.
6>Weigh the pros and cons of each option.Which answer represents the correct order
for the problem-solving steps presented in the chapter?
a. 2, 4, 6, 1, 5, 4
b. 5, 3, 1, 6, 2, 4
c. 4, 2, 1, 3, 6, 5
d. 1, 2, 3, 4, 5, 6
Interpersonal space boundaries can be based on
a. cultural preferences.
b. individual preferences.
c. company preferences.
d. Both A and B
For a team presentation
a. no more than two people should present.
b. having more than one speaker brings greater experience and expertise to the
presentation.
c. a person€s knowledge and skills are not important when selecting team members.
d. only the team leader needs to know the purpose of the presentation.
Informal feedback
a. should be given infrequently.
b. should always include both positive and negative observations.
c. can provide insights for the leader.
d. All the above
A copier that can produce approximately 25 to 60 copies per minute and 80,000 pages
per month is a
a. low-volume copier.
b. mid-volume copier.
c. high-volume copier.
d. None of the above
Outgoing mail may be picked up and delivered
a. by the U.S. Postal Service.
b. by private mail carriers.
c. only before noon on weekdays.
d. Both A and B
If you want to thank someone you have just met professionally for assistance that
person has given you, the best choice is to send a
a. quick e-mail.
b. formal keyed letter of thanks.
c. handwritten note.
d. text message.
To cope with security procedures at airports
a. arrive only a few minutes before your flight leaves to minimize waiting time.
b. keep your identification and boarding pass in a location that is easy to access.
c. check all luggage to avoid having a carry-on bag.
d. All the above
When preparing a file folder label, key the
a. caption in capital letters with no punctuation.
b. caption in capital letters with punctuation.
c. name in as-written order.
d. name in lowercase letters in indexing order.
The first level for indexing a federal government name is
a. Federal Government.
b. the name of the government department.
c. United States Government.
d. the most distinctive bureau or office name.
The leader of a meeting should
a. assume that the participants know the purpose of the meeting.
b. begin and end the meeting on time.
c. save time by not encouraging participation by everyone in the group.
d. remain neutral and avoid helping participants reach a decision about an issue.
You can show your commitment to internal customers by
a. not coming to work on time.
b. being polite and courteous.
c. answering questions or calls at your leisure.
d. All the above
An example of a time waster at work is
a. interruptions.
b. other people.
c. disorganization.
d. All the above
When you are setting goals, you should not
a. generalize.
b. set short-term goals.
c. describe them in positive terms.
d. align them with those of your organization.
Downtime at work is a good time to catch up on personal tasks.
The Internet is generally not a good source of information for researching a presentation
topic.
Your appearance, dress, speech, writing, and conduct all have an impact on how
professional you appear.
When you are leaving a company, it is acceptable to make derogatory remarks about a
supervisor or the company.
Determining the credibility of the company or individual providing the information that
you find when doing research is very important.
Character implies consistency of behavior traits.
Mid morning, when listeners are alert, is often a good time to deliver a presentation.
According to Sandra Gurvis, delegating is a good way to motivate employees.
A basic understanding of the culture of the people in the country where the executive
will be traveling will help the administrative assistant make appropriate travel
arrangements.
To begin resolving a conflict, ask questions to determine what the other person needs or
wants.