To manage your relationships at work
a. take time to think about yourself.
b. let your emotions guide your responses.
c. strive to put relationships on a personal level.
d. All the above
When U.S. Mail is used, postcards, letters, large envelopes, and small packages
weighing 13 ounces or less should be sent as
a. First-Class Mail.
b. Priority Mail.
c. Parcel Post.
d. None of the above
Defined benefit pension plans
a. are offered by more employers than in the past.
b. are offered by fewer employers than in the past.
c. pay benefits to members only after age 70.
d. Both A and C
Employees are motivated by
a. money.
b. recognition.
c. interesting work.
d. All the above
When members of a team perceive that another member isn€t doing his or her work,
what is the result?
a. storming
b. mistrust
c. brainstorming
d. norming
A document that shows incoming and outgoing cash for a given period is a
a. payroll register.
b. balance sheet.
c. cash flow statement.
d. budget.
An appropriate number of people for a problem-solving and decision-making group is
a. from 7 to 15.
b. from 8 to 12.
c. 5.
d. 3.
When making arrangements for a meeting, the administrative assistant
a. will select the date and time for the meeting.
b. should make room arrangements as soon as the date and time of the meeting are set.
c. does not need to be concerned about the arrangement of seating in the meeting room.
d. should not plan to serve refreshments, such as coffee or juice, because that is
typically not appropriate.
Appropriate e-mail customer service skills include
a. designating specific times during the day to check and answer e-mail messages.
b. answering only messages to which you can provide a positive answer.
c. checking your messages only once per day.
d. Both A and B
Once executives arrive at their flight destinations
a. shuttle buses and taxis are not available.
b. a car can be rented at the airport.
c. the hotel will provide transportation to all the executives’ appointments free of
charge.
d. None of the above
A smartphone
a. allows users to place and receive telephone calls.
b. has many features of a handheld computer.
c. does not allow users to access the Internet.
d. Both A and B
A key function of management is
a. planning.
b. organizing.
c. managing information.
d. All the above
An example of poor table etiquette is
a. laying your knife and fork diagonally across your plate after you have finished
eating.
b. ordering the most expensive meal on the menu.
c. using the bread plate on your left and the beverage glasses on your right.
d. ordering dishes that are easy to eat.
A lawyer meeting with a person whom he or she will represent in court is an example of
a
a. task force meeting.
b. client meeting.
c. committee meeting.
d. project team meeting.
A message that has a positive tone and is considerate of the reader is a
a. concise message.
b. clear message.
c. courteous message.
d. complete message.
An appendix for a report
a. usually appears at the beginning of the report.
b. is used to supply supplemental information not found in the body of the report.
c. list sources of information used in the report.
d. Both A and B
An appropriate way to address an unscheduled visitor is
a. “What do you want?”
b. “How can I help you?”
c. Both A and B
d. Neither A nor B
A lawyer or architect is an example of a
a. subject-matter expert.
b. virtual assistant.
c. chief executive officer.
d. chief operating officer.
The Internet is
a. a worldwide public computer network that connects private networks.
b. used by people, businesses, and organizations around the world.
c. used to do research and to buy and sell products and services.
d. All the above
When taking minutes for a meeting
a. record everything verbatim.
b. record motions verbatim.
c. record a summary of each motion.
d. do not record the name of the person who makes a motion.
Customer service is the ability of an organization to consistently give customers what
they want and need.
If you are making arrangements for more than one top-level executive to travel to the
same location at the same time, company policy may dictate that the executives travel
on separate flights.
Effective leaders invest in relationships with their employees.
When dealing with customers’ concerns, offer customers only one solution so they do
not become confused.
An organization’s culture reflects the key values, beliefs, and attitudes that drive the
organization and define its style of doing business.
People invited to a meeting should be those who can contribute to accomplishing the
objectives of the meeting.
Businesses do not use public blogs to create forums for exchanging product
information.
International travelers should carry written prescriptions for medicine as well as the
names and contact information for their doctors and pharmacists at home.
If you see sexual harassment at work, it is appropriate to report it to a sexual harassment
compliance officer.
The information and images you post on social networking sites can affect your
employment opportunities and your coworkers’ perceptions of you.