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CM Unit 2
| Question | Answer |
|---|---|
| Which is a benefit of conflict? | Differences are often settled. |
| Part of workplace etiquette is to avoid: | Gossiping |
| Which is an appropriate reaction to criticism? | Understanding |
| To get along better with your co-workers: | Listen and answer questions briefly and positively |
| Turning a conflict over to a third party when those involved cannot agree on a solution is: | Arbitration |
| Most ethics problems in the workplace involve | Dishonesty |
| The key reason for giving a person constructive criticism is to | Indicate an area that needs improvement |
| Criticism that is presented in a way that can help a person learn and grow is | Constructive |
| Effective listening.... | Avoids interrupting the sender |
| Which characterizes an effective team? | Delegation |
| Which often has the most effect on the understanding of a spoken message? | Nonverbal communication |
| When talking on the phone at work, it is acceptable to | Speak clearly |
| The words TO, FROM, DATE and SUBJECT appear in the heading of a | Memorandum |
| When delivering a speech, it is best to focus on the | Audience |
| Which written document is usually very brief and resembles a memo? | E-mail message |
| When addressing someone involved in a conflict | Talk to him/her in a private location |
| Which team role sets the team's agenda and helps the group make progress? | Leader |
| Anyone who receives feedback should: | Use it as an opportunity to learn |
| When feedback is received, one should: | Consider suggestions for improvement and positive comments. |
| A result of using teamwork in an organization is | Increased production and output |
| When communicating with coworkers, misunderstandings can be reduced by | Communicating clearly in written form |
| The language used when writing a response to a customer's request should be: | Polite and respectful |
| A group of people from one department or area working together is a/an: | Functional team |
| Communication skills include | Reading |
| Using all capital letters in an e-mail message is the same as what in oral communication? | Shouting |
| Reading is important in the workplace because of the need to read: | Instructions from the supervisor |
| Which is a component of an essay? | Thesis |
| An oral presentation should include: | An introduction |
| For the employee, teamwork usually results in | Increased moral |
| A group of people who work together to set goals, make decisions, solve problems, and put ideas into action is called a | Team |
| A leader's willingness to take credit and blame for his or her actions is called: | Accountability |
| Most workers lose a job because of | Poor interpersonal skills |
| Which is a characteristic of an effective team leader? | Listening to everyone's opinion |
| Which statement about teamwork is TRUE? | Teams usually take more time to reach a decision than individuals. |
| Which is the best course of action to take when there is more work than can be completed in a given time period? | Talk to the boss about the situation |
| Which is the most effective written message? | There will be a sales team meeting tomorrow at 9:00 a.m |
| When an individual has a conflict with another employee, what is the best action to take? | Communicate the issue privately |
| Sarah is growing tired of performing Billy's duties along with her own. She blows up at Billy. What should Sarah have done FIRST? | Talk to Billy calmly about the issue |
| According to the scenario, how should Sarah most effectively express her feelings to Billy? | "I feel frustrated when you leave the containers for me to fill." |
| Which statement describes the best way to tell someone that their performance is inadequate? | "Your strengths are in customer service, but you need to improve equipment operation skills." |
| Which practice demonstrates effective leadership? | Delegating tasks |
| Why is the Sandwich Technique effective for providing feedback? | It provides a positive affirmation along with the criticism |
| Which statement is grammatically correct? | "This manual explains how to do it." |
| Willingness to take credit and blame for actions. | Accountability |
| Gave the government a strong legal tool to prevent job discrimination; paved the way for equal employment opportunity. | Civil Rights Act of 1964 |
| A clash between hostile or opposing elements, ideas or forces. | Conflict |
| A problem-solving strategy for settling disputes. | Conflict resolution |
| Criticism that is presented in a way that can help you learn and grow. | Constructive criticism |
| A group of people from different departments or areas working together. | Cross-functional team |
| Putting up an emotional guard against negative opinion | Defensiveness |
| Unequal treatment based on such factors as race, religion, nationality, gender, age, or physical appearance. | Discrimination |
| Variety; the positive result of people in different racial, ethic, and cultural backgrounds working together. | Diversity |
| Having good manners in your dealing with people. | Etiquette |
| The principles of conduct that govern a group or society | Ethics |
| A listener’s response that tells a sender that the message is understood | Feedback |
| A group of people form one department or area working together. | Functional Team |
| Doing what needs to be done and doing it without being told | Initiative |
| Following a strict code of conduct or standard of values | Integrity |
| Skills that promote relationships with other people | Interpersonal Skills |
| Inspiring and influencing others | Leadership |
| To act as an intermediary; to work with opposing sides in order to resolve a conflict. | Mediation |
| An informal correspondence written within an organization | Memo |
| Not constructive or helpful | Negative |
| Communicating without the use of words | Non-verbal communication |
| Handling problems and criticism gracefully and maturely | Professionalism |
| Being on time | Punctual |
| Training of oneself; correction or regulation of oneself for improvement. | Self-discipline |
| Doing the things necessary to build a better career | Self-management |
| Any unwelcome behavior of a sexual nature | Sexual Harassment |
| An oversimplified and distorted belief about a person or group. | Stereotype |
| The ability to say and do things in a way that will not offend another person | Tact |
| A group of people who work together to set goals, make decisions, solve problems, and put ideas into action | Team |
| Communicating with words | Verbal |
Created by:
EddieS
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