112 CHAPTER 11 – TEST BANK Chapter 11—Test Bank Professionalism at Work: Business Etiquette, Ethics, Teamwork, and Meetings DIFFICULTY (DIF) TYPE 5 = Most difficult 3 = Average difficulty 1 = Least difficult Ap: Application question Con: Conceptual question Def: Definition OTHER CODES ANS: Answer REF: Page Reference 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. ANS: d REF: p. 304 TYPE: Ap DIF: 5 TOP: Recognizing the Importance of Professionalism, Business Etiquette, and Ethical Behavior NOT: Businesses have an interest in a workforce that gets along and delivers positive results that enhance profits and boost a company’s image. As a budding business professional, you have a stake in acquiring skills that will make you a strong job applicant and a valuable, successful employee. AAC: Tier1—Ethics; Tier 2—Personal, corporate, legal, ethical considerations AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion 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. ANS: b REF: p. 306 TYPE: Ap DIF: 5 TOP: Understanding the Relationship Between Ethics and Professional Behavior NOT: To demonstrate professionalism, you should stay away from public arguments and disagreements, including in written documents and e-mail. AAC: Tier1—Ethics; Tier 2—Personal, corporate, legal ,ethical considerations AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion 113 CHAPTER 11 – TEST BANK 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. ANS: c REF: p. 306 TYPE: Ap DIF: 5 TOP: Understanding the Relationship Between Ethics and Professional Behavior NOT: To be diligent and collegial, Richard should show a willingness to share his expertise with others. AAC: Tier1—Ethics; Tier 2—Personal, corporate, legal, ethical considerations AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion 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 ANS: d REF: p. 305 TYPE: Ap DIF: 5 TOP: Defining Professional Behavior NOT: Proficiency in using a variety of computer software is a hard skill. The rest are soft skills. AAC: Tier1—Communication; Tier 2—Purpose AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion 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. ANS: d REF: p. 308 TYPE: Con DIF: 3 TOP: Becoming a Professional Communicator in Face-To-Face Settings NOT: All answer choices (expressiveness and persuasiveness, less misunderstanding, and satisfying the need for social interaction) are advantages of face-to-face conversation. AAC: Tier1—Communication; Tier 2—Syn./Asyn. choice AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion clients. d. Alec. Tier 2—Standard English AAC: Tier 1—Reflective Thinking. and avoids negative or judgmental remarks. Avoid controversial topics and defensive responses.” c. Mispronouncing a few words is common and won’t affect the opportunity for promotion. uses correct titles and names. AAC: Tier 1—Reflective Thinking. read newspapers and listen to radio and TV shows that discuss current events. AAC: Tier1—Communication. d. Hire a professional speech coach. b. Practice sounding enthusiastic when speaking. and customers. hoping for a promotion. It’s acceptable to be defensive if someone brings up a topic that upsets you. b. Try not to engage in small talk in the workplace because doing so is unprofessional. 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. Listen carefully to educated people. colleagues. Read newspapers and listen to radio and TV so you'll be able to discuss current events intelligently. and workers. 310 TYPE: Con DIF: 3 TOP: Promoting Positive Workplace Relations Through Conversation NOT: To initiate appropriate and intelligent conversations. Conclusion 7. ANS: b REF: pp. Tier 2—Conclusion . Give sincere and specific praise to managers. ANS: b REF: p. Learn and use first names for all coworkers. Which of the following is the best advice regarding small talk in the workplace? a. Show strength of conviction by openly discussing her complaints. 309 TYPE: Ap DIF: 5 TOP: Using Your Voice as a Communication Tool NOT: One of the best ways for Alec to improve his pronunciation skills is to listen to educated people. Which of the following is the best advice for Alec? a. Which of the following is a good tip for Fariba? a. Prove that she is relaxed and confident by telling some political jokes that are sure to “raise an eyebrow. Tier 2—Analysis. chooses appropriate topics. wants to improve his pronunciation skills so that he’s able to say words correctly and clearly with accepted sounds and accented syllables. Tier 2—Analysis. Receiver reactions. d. AAC: Tier 1—Reflective Thinking. Relax. b.CHAPTER 11 – TEST BANK 114 6. ANS: d REF: pp. c. Conclusion 8. 310-311 TYPE: Ap DIF: 5 TOP: Promoting Positive Workplace Relations Through Conversation NOT: Fariba will be most effective in workplace conversations if she gives sincere and specific praise. c. Bring up controversial topics such as politics or religion as often as possible to show how well-rounded and intelligent you are. A coworker has justly criticized you for poor performance at work. agree with all comments being made. c. b. Interrupt your supervisor frequently to comment on the suggestions being made so that you don’t miss giving feedback on anything. c. AAC: Tier1—Communication. d.115 CHAPTER 11 – TEST BANK 9. You recently chaired a team implementing new federal confidentiality requirements. ANS: d REF: pp. you must evaluate each team member’s performance. you are more likely to be respected. ANS: b REF: p. Ask the team member for feedback. you should agree quickly with the criticism because you are more likely to receive respect. If you agree quickly with this on-target criticism. Tier 2—Purpose AAC: Tier 1—Reflective Thinking. b. 311-312 TYPE: Con DIF: 3 TOP: Responding Professionally to Workplace Criticism NOT: If you feel the criticism you are receiving is just. After implementation. Use language that focuses on improvement instead of problems. Which of the following suggestions about giving constructive criticism is not accurate? a. To show more compassion. AAC: Tier 1—Reflective Thinking. you will become known as a coward who doesn’t fight back when criticized. Tier 2—Conclusion 10. d. Tier 2—Conclusion . Conclusion 11. How should you react to the criticism? a. AAC: Tier 1—Reflective Thinking. the coworker is more likely to take advantage of your weakness. Tier 2—Analysis. be as vague as possible. ANS: d REF: pp. b. Ask for clarification of comments when necessary. Discuss the behavior. 311-312 TYPE: Ap DIF: 5 TOP: Responding Professionally to Workplace Criticism NOT: Do not try to blame others as this may escalate the situation and harden the speaker’s positions. the coworker is likely to take the criticism to your supervisor. To avoid any type of confrontation with your supervisor. d. 312 TYPE: Ap DIF: 5 TOP: Offering Constructive Criticism on the Job NOT: Constructive criticism is more effective when it avoids vague assertions and broad generalities. not the person. c. a. You are in a meeting receiving your performance review and are surprised that your supervisor has offered you many suggestions for improvement. Try to deflect blame for anything negative being said to others in your department. Marsha has limited time and must call Charlie for answers to several questions. there’s no need to smile. and taking responsibility as the caller for ending the call. ask yourself if it’s necessary. ANS: b REF: pp. b. decide what you’re going to say after the receiver answers. Tier 2—Analysis. Marsha should be brisk and professional.CHAPTER 11 – TEST BANK 116 12. so you need to get to the point pronto! d. 314 TYPE: Ap TOP: Receiving Telephone Calls Professionally DIF: 5 . I can’t waste any time chit chatting. b. Charlie. We’re not really sure where Annette is right now. ANS: d REF: p. Annette is away from her desk. you always have the inside scoop at work. Charlie. Conclusion 14. Charlie.” AAC: Tier 1—Reflective Thinking. c. AAC: Tier1—Communication. The responsibility for ending a call lies with the person who receives the call. Before you make a call. Which of the following is the best advice when making business telephone calls? a./Asyn. but she should be back soon. I have only a few minutes. Tier 2—Syn. Which of the following is the best example of a brisk and professional approach? a. dude? c. not the caller. Annette has run down to the ladies’ room for a few minutes. b. but I knew you were the one with answers to my questions. but I will give her your message when she returns. The best example of this is “Charlie. To sound natural and spontaneous. c. 313-314 TYPE: Ap DIF: 5 TOP: Making Telephone Calls Professionally NOT: Because she is rushed. but I knew you were the one with answers to my questions. what’s up. Tier 2—Conclusion 13. smiling to create a pleasant tone of voice. d. 313-314 TYPE: Con DIF: 3 TOP: Making Telephone Calls Professionally NOT: Before making a telephone call. Which of the following is the best example of a response when answering calls for others? a. decide whether the call is necessary. Hey. d. Look. I have only a few minutes. but she’ll return your call immediately whenever she gets back. Since the person you’re calling can’t see you. Choice AAC: Tier 1—Reflective Thinking. what’s going on? ANS: a REF: pp. Annette is currently participating in an important budget meeting with our board of directors. Other advice includes planning by using a mini agenda. ANS: a REF: p. AAC: Tier1—Technology. To make yourself look professional and important. Landline telephones can be much more secure. 314-316 TYPE: Con DIF: 3 TOP: Using Cell Phones for Business NOT: Cell phones are essential workplace communication tools. the need for written messages. you should leave your cell phone on at all times during the workday. and a. Voice mail doesn’t eliminate the need for a cordial greeting. Tier 2—Rhetorical considerations AAC: Tier 1—Reflective Thinking. such as your college fight song. telephone tag. d. Tier 2—Communication evolution AAC: Tier 1—Reflective Thinking. b. but I will give her your request when she returns. inaccurate messages. to rapidly distinguish calls to your cell phone. Tier 2—Conclusion . Choose a unique and creative ring style. 316 TYPE: Con DIF: 3 TOP: Making the Best Use of Voice Mail NOT: In addition to eliminating superfluous chit chat. The best advice is to be careful about using your cell phone to discuss private or confidential information. or need for some written messages. you should not use them for business purposes. voice mail eliminates time-zone barriers. Tier 2—Conclusion 16. Conclusion 15. b. d. but keeping them on at all times or raising your voice can be rude. Tier 2—Analysis. Which of the following statements about using cell phones for business is most accurate? a. The best example of a response is “Annette is away from her desk. telephone tag.117 CHAPTER 11 – TEST BANK NOT: When answering the phone for others. and inaccurate messages. c. prompt responses to messages. c.” AAC: Tier1—Communication. Tier 2—Communication evolution AAC: Tier 1—Reflective Thinking. but you should not promise return phone calls or share personal or company information. AAC: Tier1—Technology. The benefits of voice mail include eliminating unnecessary chit chat. friendly greeting. you should be courteous and helpful. prompt responses. Because cell phones can be so annoying to others. the necessity of a cordial. ANS: d REF: pp. Be careful about using your cell phone to discuss private or confidential company information. time zone barriers. CHAPTER 11 – TEST BANK 118 17. her client won’t want to be bothered with having to listen to a message. She should also use a professional. Thank you for calling. AAC: Tier1—Technology. d. Please call back then. Speak as quickly as possible to make her message more concise. c. Conclusion 19. Hang up and call back later. I am currently away from my phone but will return by 2 p. Smile when leaving her message to add warmth to her voice. Please leave your name and number so that I can return your call promptly. courteous tone. I am currently away from my phone but will return by 2 p. 317 TYPE: Ap DIF: 5 TOP: Making the Best Use of Voice Mail NOT: Leticia should smile when leaving her message to add warmth to her voice. teams tend to have decreased productivity. Tier 2—Analysis.m. d. speak slowly and articulate. Hi! I’m sorry I missed your call. Shawn needs to record his business voicemail outgoing message. Which of the following outgoing messages is most professional? a. Teams tend to respond more slowly to competition or when solving problems. The greeting that best does this is “Hi! You have reached the voice mail of Shawn Berg of Juarez Accounting.m. and the best time to return your call. b. Your call is important to me. Team members who make decisions show less resistance to change. Please call back then. This is Shawn. Conclusion 18 Leticia has called a client and gotten his voice mail. d. What is the best advice you can give Leticia for leaving a message? a. It must be concise. Leave a complete message. including confidential details about the project Leticia is working on. b. Be sure to include your name. c. Because conflict often results. explain that he is unavailable. and offer an opportunity to call back or for him to return the call. c. Tier 2—Communication evolution AAC: Tier 1—Reflective Thinking. I promise to call you back. But if you leave a message. Tier 2—Communication evolution AAC: Tier 1—Reflective Thinking. Thank you for calling. and be careful with confidential information. Which of the following statements about workplace teams is most accurate? a. Individuals tend to make better decisions than teams. b. phone number. Tier 2—Analysis. and professional. Hi! You have reached the voice mail of Shawn Berg of Juarez Accounting. ANS: c REF: p. friendly. 316 TYPE: Ap DIF: 5 TOP: Making the Best Use of Voice Mail NOT: Shawn’s voice mail greeting should identify him and his organization. . Please leave a brief message after the tone. ANS: d REF: p.” AAC: Tier1—Technology. to make her message as useful as possible. I’m not available right now. c. Tier 2—Teamwork AAC: Tier 1—Reflective Thinking. are willing to establish rules and abide by those rules. The most successful workplace teams a. Tier 2—Teamwork AAC: Tier 1—Reflective Thinking. offer information and try out their ideas on the group to stimulate discussion. use good communication techniques. demonstrate improved employee morale. show increased productivity. In addition. In addition. and experience reduced risk AAC: Tier1—Communication. b. 318-319 TYPE: Con DIF: 3 TOP: Positive and Negative Team Behavior NOT: The most effective groups have members who do all of these things. c. and accept their ethical responsibilities. Tier 2—Conclusion . exhibit greater buy-in. share leadership. Tier 2—Teamwork AAC: Tier 1—Reflective Thinking. AAC: Tier1—Communication. AAC: Tier1—Communication. have all of the above traits. aggressive. teams make better decisions. and move the group toward its goal by synthesizing points of understanding. d. ANS: a REF: pp. ANS: d REF: pp. have the ability to confront conflict.119 CHAPTER 11 – TEST BANK ANS: c REF: p. are homogeneous. 319-320 TYPE: Con DIF: 3 TOP: Characteristics of Successful Professional Teams NOT: The most successful teams have a small size and diverse makeup. encourage a supportive climate by praising and agreeing with others. avoid conflict. do all of these things. Tier 2—Conclusion 20. can respond more quickly. show interest in others’ ideas by listening actively. collaborate rather than compete. 318 TYPE: Con DIF: 3 TOP: The Importance of Conventional and Virtual Teams in the Workplace NOT: Team members who have input into decisions are less hostile. Tier 2—Conclusion 21. and resistant to change. effective group members demonstrate the ability to analyze tasks and define problems. b. seek to involve others. agree on the team’s purpose and procedures. d. The most effective groups have members who a. have a small number of members. A meeting agenda should include the date and place of the meeting. 321 TYPE: Con DIF: 3 TOP: Conducting Productive Business and Professional Meetings NOT: Despite use of e-mail and wireless devices. What is your first task before holding a meeting? a. you must decide the purpose of your meeting and whether a meeting is even necessary. ANS: d REF: p. an explanation of the leader’s position on each of the topics. d. Prepare an agenda. It may also identify the names of people responsible for specific items. Decide how and where to meet. people are attending more meetings than ever. AAC: Tier1—Communication. Tier 2—Conclusion 24. a sublist of items that can be completed quickly at the end of the agenda. or create a work plan. Meetings AAC: Tier 1—Reflective Thinking. d. 322 TYPE: Con DIF: 3 TOP: Before the Meeting NOT: In addition to the date and place of the meeting. 322 TYPE: Con DIF: 3 TOP: Before the Meeting NOT: Before you do anything else. b. solve a problem. d. a list of the refreshments to be provided. c. ANS: d REF: p. any premeeting preparation expected of participants. an agenda should include any premeeting preparation expected of participants. c.CHAPTER 11 – TEST BANK 120 22. and a brief description of the topics with their time allotments. Tier 2—Meetings AAC: Tier 1—Reflective Thinking. Tier 2—Purpose. start and end times. As businesses become more team-oriented. Tier 2—Conclusion 23. Which of the following statements about meetings is most accurate? a. Meetings consist of ten or more individuals who gather to achieve a goal. b. Most people enjoy attending meetings because they recognize that meetings present great opportunities for professional growth and recognition. a brief description of each topic with its time allotment. Tier 2—Conclusion . Reliance on e-mail and increasing use of wireless devices are causing face-to-face meetings to disappear. AAC: Tier1—Communication. Invite participants. ANS: c REF: p. Determine your purpose. c. Tier 2—Meetings AAC: Tier 1—Reflective Thinking. b. people are attending more meetings than ever as businesses become more team oriented. and a. start and end times. AAC: Tier1—Communication. the chair will appreciate his honesty. b. Tier 2—Meetings AAC: Tier 1—Reflective Thinking. The real expense of a meeting is the lost productivity of all the people attending. even if some participants are missing. Keep his cell phone and pager on so that he doesn’t miss an important call. 324 TYPE: Ap DIF: 5 TOP: During the Meeting NOT: Lucas should leave the room only for breaks and emergencies.121 CHAPTER 11 – TEST BANK 25. Which of the following is the best tip for Antonia? a. Which of the following should he do to make a good impression? a. Avoid following an agenda because the meeting will appear too rigid. Tier 2—Conclusion 27. even if all agenda items haven’t been covered. d. Use body language to show if he’s bored. Encourage friendly. AAC: Tier1—Communication. Meetings should start on time unless someone important is late. Tier 2—Meetings AAC: Tier 1—Reflective Thinking. c. even if all agenda items haven’t been covered. 324 TYPE: Ap DIF: 5 TOP: During the Meeting NOT: The best tip for Antonia is to end the meeting on time. Lucas should do all of these. AAC: Tier1—Communication. AAC: Tier1—Communication. ANS: b REF: p. ANS: a REF: pp. Meetings should not be held if the flow of information will be strictly one way. Tier 2—Meetings . An agenda should be distributed at least two days before the meeting. Antonia is leading her first professional business meeting and wants to follow professional meeting etiquette. 324-325 TYPE: Con DIF: 3 TOP: During the Meeting NOT: Meetings should always begin on time. Leave the room only for breaks and emergencies. Don’t waste time on introductions because you may run out of time to complete your meeting business. b. d. c. b. Lucas has been invited to attend his first sales meeting and wants to follow proper meeting etiquette. ANS: b REF: p. Tier 2—Conclusion 26. Other advice includes distributing the agenda before the meeting and using the meeting for interactive sharing of information. End the meeting on time. informal side conversations. c. Which of the following statements about meetings is not accurate? a. d. d. b. he or she also follows up by distributing meeting minutes and reminding participants of their assigned tasks. seating the difficult group member as far from the leader as possible. The leader should provide a summary of accomplishments and a review of action items. 325 TYPE: Con DIF: 3 TOP: During the Meeting NOT: Conflict can be desirable and positive. 326 TYPE: Con DIF: 3 TOP: During the Meeting NOT: Team leaders can control dysfunctional behavior by assigning a task to the disruptive person. A meeting should end only when participants have discussed all agenda items. Tier 2—Conclusion 29. Participants should pass their assigned tasks on to someone who did not attend. 326-327 TYPE: Con DIF: 3 TOP: Ending the Meeting and Following Up NOT: An effective leader ends the meeting with a summary of accomplishments and a review of action items. AAC: Tier1—Communication. Tier 2—Meetings AAC: Tier 1—Reflective Thinking. c. Since conflict is always negative. making direct eye contact with everyone when asking questions. unresolved conflict will destroy productivity and decrease morale.CHAPTER 11 – TEST BANK 122 28. b. Tier 2—Meetings AAC: Tier 1—Reflective Thinking. d. Which of the following statements about workplace conflict is most accurate? a. Other techniques include announcing the rules in an opening statement. Conflict in the workplace can be desirable. conflict can encourage creativity and improve satisfaction. seating the disruptive person next to the leader. Tier 2—Conclusion 30. c. The leader should remind participants that they are responsible for taking their own minutes. it inhibits creativity. Tier 2—Conclusion . assigning a task to the disruptive person. ANS: b REF: pp. Which of the following should occur at the end of a meeting? a. and avoiding direct eye contact. announcing the rules for expected behavior as soon as a participant digresses. When managed properly. AAC: Tier1—Communication. c. Team leaders can handle difficult group members during a meeting by a. d. ANS: d REF: p. Tier 2—Meetings AAC: Tier 1—Reflective Thinking. ANS: a REF: p. Because conflict makes people feel awkward and uneasy. AAC: Tier1—Communication. it must be avoided in the workplace. b. Unresolved conflict indicates leadership failure. habits. Many businesses have established protocol procedures or policies to encourage civility. corporate. Tier 2—Syn. communication skills. Because today’s technologies provide many alternate communication channels. ANS: T REF: p.123 CHAPTER 11 – TEST BANK True-False 1. communication skills. attitudes (for example. Hard skills is the term used to refer to technical knowledge in your field. Tier 2—Conclusion 3. habits. employers are looking for professionalism and soft skills./Asyn. Speakers should avoid “uptalk” in the workplace because it makes them seem weak and tentative. 309 TYPE: Con TOP: Using Your Voice as a Communication Tool DIF: 3 . choice AAC: Tier 1—Reflective Thinking. attitudes (for example. 308 TYPE: Con DIF: 3 TOP: Anticipating What Employers Want NOT: Even in technical fields such as accounting and finance. and social graces. AAC: Tier1—Ethics. Tier 2—Personal. AAC: Tier 1—Reflective Thinking. AAC: Tier 1—Reflective Thinking. ethical responsibilities AAC: Tier 1—Reflective Thinking. ANS: F REF: p. Soft skills aren’t needed for jobs in technical fields such as accounting and finance. AAC: Tier1—Communication. and social graces. 305 TYPE: Con DIF: 3 TOP: Defining Professional Behavior NOT: Smooth relations in the workplace and when interacting with business partners or the public are crucial for profitability. ANS: F REF: p. ANS: F REF: p. ANS: T REF: p. legal. Therefore. 305 TYPE: Con DIF: 3 TOP: Defining Professional Behavior NOT: Soft skills are a whole cluster of personal qualities. Tier 2—Conclusion 4. 308 TYPE: Con DIF: 3 TOP: Becoming a Professional Communicator in Face-to-Face Settings NOT: Alternate communication technologies can’t replace the richness or effectiveness of face-to-face communications. Tier 2—Conclusion 5. many businesses have established protocol procedures or policies to encourage civility. Tier 2—Conclusion 2. Hard skills refer to a whole cluster of personal qualities. optimism and friendliness). face-toface communication is no longer important in business and professional transactions. optimism and friendliness). ANS: T REF: p. If you speak too quickly. 311 TYPE: Con DIF: 3 TOP: Act Professionally in Social Situations NOT: Because work-related social functions can help your career or harm it. listeners are bored and their attention wanders. you can disagree respectfully and constructively and look for a middle position. AAC: Tier 1—Reflective Thinking. ANS: F REF: p. Tier 2—Conclusion 6. Attending work-related social functions can harm your career if you dress inappropriately or choose controversial conversation topics. AAC: Tier 1—Reflective Thinking. therefore. Most people normally talk at a rate of about 125 words a minute. focusing on your feelings distracts you from hearing the content of what is being said. If you believe you have been criticized unfairly.CHAPTER 11 – TEST BANK 124 NOT: “Uptalk. 311 TYPE: Con DIF: 3 TOP: Responding Professionally to Workplace Criticism NOT: After hearing criticism that you believe is unfair. 309 TYPE: Def DIF: 1 TOP: Using Your Voice as a Communication Tool NOT: Rate refers to the pace of your speech. By dressing appropriately.” in which sentences sound like questions. Tier 2—Conclusion 8. AAC: Tier 1—Reflective Thinking. and it prevents you from responding professionally. AAC: Tier 1—Reflective Thinking. it is best to avoid these functions. you should focus on your feelings as much as possible. listeners may not be able to understand you. should be avoided because it makes speakers seem weak and tentative. Tier 2—Conclusion 9. AAC: Tier 1—Reflective Thinking. Tier 2—Conclusion 7. choosing appropriate conversation topics. If you receive constructive criticism on the job. you can give your career a boost. avoiding excess alcohol consumption. 311 TYPE: Con DIF: 3 TOP: Responding Professionally to Workplace Criticism NOT: When you receive constructive criticism. ANS: T REF: p. and showing your pleasure in being there. Tier 2—Conclusion . you should attend these social functions and behave professionally. ANS: F REF: p. it is appropriate to disagree respectfully and constructively. Rate refers to the pace of your speech. If you speak too slowly. Personal feedback offers an opportunity for the listener to ask questions and give explanations. AAC: Tier 1—Reflective Thinking. E-mail has made telephone use obsolete in the corporate world. making the criticism more acceptable to its recipient. Tier 2—Conclusion 11. the telephone is still an extremely important piece of equipment in offices. choice AAC: Tier 1—Reflective Thinking. you should use the word “we” instead of “you” to avoid sounding accusatory. immediately name the person you are calling. ANS: T REF: p. ANS: T REF: p. Tier 2—Rhetorical considerations AAC: Tier 1—Reflective Thinking. Most constructive criticism is better delivered in writing rather than face to face. 312 TYPE: Con DIF: 3 TOP: Offering Constructive Criticism on the Job NOT: Most constructive criticism is better delivered in person rather than in e-mail messages or memos. 313 TYPE: Con DIF: 3 TOP: Practicing Professional Telephone. you should identify the extension to which you are directing the call. ANS: F REF: p. ANS: F REF: p. AAC: Tier1—Communication. and (c) give a brief explanation of your reason for calling./Asyn.125 CHAPTER 11 – TEST BANK 10. Tier 2—Conclusion 14. AAC: Tier1—Communication. Tier 2—Syn. When placing a business telephone call. ANS: T REF: p. Cell Phone. Because a call being transferred may be disconnected. Tier 2—Communication evolution AAC: Tier 1—Reflective Thinking. 312 TYPE: Con TOP: Receiving Telephone Calls Professionally DIF: 3 . Tier 2—Conclusion 13. 312 TYPE: Con DIF: 3 TOP: Offering Constructive Criticism on the Job NOT: Offering constructive criticism is more effective if you use the word “we” instead of “you.” “We” emphasizes organizational expectations rather than personal ones. and give a brief explanation of your reason for calling. identify yourself and your affiliation. 313 TYPE: Con DIF: 3 TOP: Making Telephone Calls Professionally NOT: When placing a call. AAC: Tier1—Technology. (b) identify yourself and your affiliation. Tier 2—Conclusion 12. and Voice Mail Etiquette NOT: Despite the heavy reliance on e-mail. immediately (a) name the person you are calling. When you deliver constructive criticism. teams have become less important in today’s business environment. in a theater) for cell phone use. ANS: T REF: p. To make your outgoing voice mail message more professional. Tier 2—Communication evolution AAC: Tier 1—Reflective Thinking. ANS: F REF: p. ANS: F REF: p. The most effective teams do what is necessary to avoid any kind of conflict. 320 TYPE: Con DIF: 3 TOP: Characteristics of Successful Professional Teams NOT: Poorly functioning teams avoid conflict. 315 TYPE: Con DIF: 3 TOP: Using Cell Phones for Business NOT: Although cell phones enable you to conduct business from virtually anywhere at any time. Tier 2—Conclusion 15. gossiping. Tier 2—Conclusion . or backstabbing. One significant recent change is the emphasis on teamwork. driving in rush hour) or inappropriate (e. 316 TYPE: Con DIF: 3 TOP: Making the Best Use of Voice Mail NOT: Instead of a mechanical greeting. use the computergenerated voice that comes with most systems. Tier 2—Teamwork AAC: Tier 1—Reflective Thinking.g. By indicating the extension to which you are transferring the call.CHAPTER 11 – TEST BANK 126 NOT: Unfortunately. Because of the increased focus on individualism. 317 TYPE: Con DIF: 3 TOP: Becoming a Team Player in Professional Groups and Teams NOT: Fierce global competition is forcing businesses to operate ever more efficiently. Some places are inappropriate or even dangerous for cell phone use. transferred calls may be inadvertently disconnected.. preferring sulking. Tier 2—Conclusion 18. A better plan is to acknowledge conflict and address the root of the problem openly. Tier 2—Conclusion 17. Your greeting should be in your own voice. not a computergenerated voice. AAC: Tier1—Communication. AAC: Tier1—Communication.. both in tone and content. create a greeting that sounds warm and inviting. you help the caller who chooses to call again. Tier 2—Teamwork AAC: Tier 1—Reflective Thinking.g. Tier 2—Conclusion 16. some places are dangerous (e. ANS: F REF: p. AAC: Tier1—Technology. AAC: Tier1—Technology. AAC: Tier 1—Reflective Thinking. Tier 2—Communication evolution AAC: Tier 1—Reflective Thinking. AAC: Tier1—Communication. you can maximize collaboration by arranging the tables or chairs in straight rows. Tier 2—Purpose. Aidan will be conducting a meeting where intensive problem solving will occur. but please hold your next comment until we can hear what Shung Chai thinks of your idea. By covering them in the introduction. 323 TYPE: Con DIF: 3 TOP: Before the Meeting NOT: Using a circle or square seating arrangement for a business meeting enhances collaboration and participation because all participants can see one another. When preparing the location for business meetings. Tier 2—Meetings AAC: Tier 1—Reflective Thinking. They should avoid going off on tangents. Tier 2—Analysis. 324 TYPE: Con DIF: 3 TOP: During the Meeting NOT: The meeting leader and the participants share responsibility for following the agenda and its topics. 325 TOP: During the Meeting TYPE: Ap DIF: 5 . 322 TYPE: Ap DIF: 5 TOP: Before the Meeting NOT: The ideal number of participants in a meeting where intensive problem solving will take place is five or fewer. Meetings AAC: Tier 1—Reflective Thinking. ANS: T REF: p. Tier 2—Meetings AAC: Tier 1—Reflective Thinking. Ground rules for a business meeting should be discussed only when a participant’s behavior is harming the progress of the agenda. Tier 2—Conclusion 23. The ideal number of participants for this type of meeting is five or fewer. the leader may prevent the participant’s behavior from occurring. ANS: T REF: p. AAC: Tier1—Communication. Tier 2—Conclusion 21. Thanks. ANS: F REF: p. ANS: F REF: p. AAC: Tier1—Communication. Tier 2—Conclusion 22. ANS: T REF: p. 324 TYPE: Con DIF: 3 TOP: During the Meeting NOT: Ground rules should be covered in the introduction of the meeting. It is appropriate for a meeting leader to move the meeting along by saying. AAC: Tier1—Communication.127 CHAPTER 11 – TEST BANK 19. for your viewpoint. Etiquette guidelines for business meetings indicate that both participants and leaders are responsible for sticking to the agenda and avoiding tangents. Tier 2—Meetings AAC: Tier 1—Reflective Thinking. Ivan. Conclusion 20. social intelligence. ethical responsibilities AAC: Tier 1—Reflective Thinking. ANS: F REF: p. ___________. refers to a whole range of desirable workplace behaviors. it is appropriate to ask Ivan to hold his comments until another participant has a chance to speak. AAC: Tier1—Ethics. they should be sent to all meeting participants and to others who need to know what was accomplished. 327 TYPE: Con DIF: 3 TOP: Ending the Meeting and Following Up NOT: Minutes should be distributed within two days after the meeting. Tier 2—Conclusion . Meeting minutes should be distributed within two weeks after the meeting or at least two days before the next meeting. 304 TYPE: Def DIF: 1 TOP: Recognizing the Importance of Professionalism. or soft skills. refers to a whole range of desirable workplace behaviors. Business Etiquette. social intelligence. Tier 2—Meetings AAC: Tier 1—Reflective Thinking. Tier 2—Personal. or soft skills. Tier 2—Meetings AAC: Tier 1—Reflective Thinking. AAC: Tier1—Communication. Tier 2—Conclusion 25. whichever comes first. AAC: Tier1—Communication. it’s easier to bypass a person in this position. 326 TYPE: Con DIF: 3 TOP: During the Meeting NOT: Experts suggest seating a difficult group member immediately next to the leader. corporate. ANS: T REF: p. legal. One way to handle dysfunctional group members during a meeting is to seat them next to the leader. Tier 2—Meetings AAC: Tier 1—Reflective Thinking. Tier 2—Conclusion 24. Tier 2—Conclusion Fill-in-the-Blank 1. ethical conduct. AAC: Tier1—Communication. also known as business etiquette. and Ethical Behavior NOT: Professionalism. ANS: Professionalism REF: p.CHAPTER 11 – TEST BANK 128 NOT: Because it is the leader’s responsibility to be sure each member gets a chance to contribute. also known as business etiquette. ethical conduct. AAC: Tier 1—Reflective Thinking. corporate. Conclusion 5. ___________ intelligence is defined as “the ability to get along well with others and to get them to cooperate with you. ANS: Constructive REF: p. legal. AAC: Tier 1—Reflective Thinking. _______ phones enable you to conduct business from virtually anywhere at any time and have become an essential part of communication in today’s workplace. 312 TYPE: Def DIF: 1 TOP: Offering Constructive Criticism on the Job NOT: Although no one likes to receive criticism. Tier 2—Conclusion 3.” AAC: Tier1—Ethics. _________ criticism involves planning what you will say. focusing on improvement.” ANS: Social REF: p. ethical considerations AAC: Tier 1—Reflective Thinking. and avoiding anger. AAC: Tier1—Technology.129 CHAPTER 11 – TEST BANK 2. and is without anger. offering to help. focuses on improvement. 314 TYPE: Def DIF: 1 TOP: Using Cell Phones for Business NOT: Cell phones enable you to conduct business from virtually anywhere at any time. includes an offer of help. More than a plaything or a mere convenience. 309 TYPE: Def DIF: 1 TOP: Using Your Voice as a Communication Tool NOT: The volume of your voice is the degree of loudness or the intensity of sound. Just as you adjust the volume on your radio or television set. Tier 2—Communication Evolution AAC: Tier 1—Reflective Thinking. ANS: volume REF: p. ANS: Cell (or Wireless) REF: p. the cell phone has become an essential part of communication in today’s workplace. constructive criticism is better received because it is planned. you should adjust the volume of your speaking to the occasion and your listeners. Tier 2—Personal. Tier 2—Conclusion . is specific. 305 TYPE: Def DIF: 1 TOP: Defining Professional Behavior NOT: Social intelligence is defined as “the ability to get along well with others and to get them to cooperate with you. Tier 2—Receiver reactions. being specific. The _____________ of your voice is the degree of loudness or the intensity of sound. Tier 2—Conclusion 4. Tier 2—Conclusion 9. ANS: virtual REF: p. and solve problems.CHAPTER 11 – TEST BANK 130 6. clarify policy. it is a meeting. These are groups of people who work interdependently with a shared purpose across space. many organizations are creating _____________ teams. Tier 2—Conclusion 8. Tier 2—Purpose AAC: Tier 1—Reflective Thinking. AAC: Tier1—Communication. solicit feedback. time. ANS: Meetings REF: p. A good agenda will also provide a brief description of each topic in order of priority and the name(s) of responsible personnel. ___________ mail links a telephone system to a computer that digitizes and stores incoming messages. seek consensus. AAC: Tier1—Communication. Tier 2—Conclusion . These are groups of people who work interdependently with a shared purpose across space. AAC: Tier1—Communication. and organization boundaries using technology. Tier 2—Communication evolution AAC: Tier 1—Reflective Thinking. many organizations are creating virtual teams. The list of topics to be discussed at a meeting is called a(n) _____________. Tier 2—Meetings AAC: Tier 1—Reflective Thinking. 316 TYPE: Def DIF: 1 TOP: Making the Best Use of Voice Mail NOT: Voice mail is an efficient message storage system that links the telephone to a computer that digitizes and stores incoming messages. 318 TYPE: Def DIF: 1 TOP: The Importance of Conventional and Virtual Teams in the Workplace NOT: To connect with distant team members across borders and time zones. Tier 2—Meetings AAC: Tier 1—Reflective Thinking. ANS: agenda REF: p. Tier 2—Teamwork AAC: Tier 1—Technology. ANS: Voice REF: p. To connect with distant team members across borders and time zones. and organization boundaries using technology. 321 TYPE: Def DIF: 1 TOP: Conducting Productive Business and Professional Meetings NOT: When three or more people gather to share information. time. __________ consist of three or more people who gather to pool information. get feedback. 322 TYPE: Def DIF: 1 TOP: Before the Meeting NOT: An agenda is a list of topics for discussion. AAC: Tier1—Communication. or solve a problem. Tier 2—Conclusion 7. Tier 2—Conclusion . decisions made. and tasks assigned at a meeting.131 CHAPTER 11 – TEST BANK 10. including points of discussion. 327 TYPE: Def DIF: 1 TOP: Ending the Meeting and Following Up NOT: Minutes contain the record of what transpired at a meeting. Tier 2—Meetings AAC: Tier 1—Reflective Thinking. decisions made. ANS: minutes REF: p. AAC: Tier1—Communication. The __________ are a record of points of discussion. and tasks assigned.