TLE9 - 3rd Qtr Review

Zoe is a computer technician. An older customer is asking the same questions repeatedly. What should Zoe do?

• Tell the customer, "You already asked that question."

• Try using different words, a drawing, or a demonstration to answer the questions.

• Stop answering the questions and walk away.

• Sigh and roll her eyes at the customer.

Jackie is unhappy with her performance review and salary. She schedules a face-to-face meeting with her supervisor. Which of the following should she also do?

• Plan to meet in a quiet location away from co-workers and customers.

• As her supervisor for specific feedback examples, and improvement ideas.

• Remain calm, poised, and focused.

• All of the above.

Mia is participating in a conversation. Which demonstrates her good listening skills?

• Nodding and making eye contact.

• Looking around the room.

• Interrupting the person to ask a question.

• Checking her phone for text messages.

Tomorrow Emma will participate in a video conference call. Prior to the call, she should do all of the following EXCEPT...

• Practice using the equipment.

• Minimize the background noise.

• Find a chair with wheels so she can move around during the call.

• Put away her mobile devices and other distractions.

When should text messages be used in the workplace?

• To share large amount of information.

• To share inappropriate jokes.

• To share confidential information.

• To share urgent information, provide a quick response, or ask a simple question.

What type of elements in communication process is the Encoder?

• Receiver

• Sender

• Code

• Channel

What type of elements in communication process is the shouting kids in the room?

• Environment

• Frame of reference

• Code

• Channel

In what way can an employee demonstrate commitment?

• By reminding a co-worker that they have to finish a task

• By getting to work late every day

• By performing a task half-heartedly

• By staying late to help a co-worker finish a difficult task

Which of the following demonstrates responsibility?

• Procrastinating

• Admitting to a mistake

• Taking extended lunch breaks

• Lying about an error

How should employees behave during interactions with clients and co-workers?

• Judgmentally

• Opinionated

• Professionally

• Disrespectfully