* Monday Unit 1/Chapters 1-4

Mia, Nora, and Anika are employees at a company. As an employee, when is the correct time for Anika to discuss her performance, desires, and progress?

• During the lunch hour

• During the staff meeting

• During the employee evaluation

Lily and David are working on a project together. They encounter a disagreement regarding the project's direction. According to best practices, how should they resolve this conflict?

• They should resolve it directly and privately

• They should resolve it publicly and openly

• They should cover the issues without addressing them

Michael is a customer service representative. He is dealing with a difficult and unhappy client, Ethan. What should be Michael's best approach?

• Being opinionated and rude to Ethan

• Arguing with Ethan

• Being honest and tactful with Ethan

Avery is a project manager and has a schedule conflict with a client, Michael. In this situation, it is recommended for Avery to

• argue with Michael

• never argue with Michael and be polite

• cancel the appointment with Michael

During a parent-teacher meeting, James, a teacher, discussed Elijah's performance with his parents. To reiterate everything discussed with Elijah's parents means to

• repeat in rapid, intense terms

• repeat in measured, precise terms

• apply pressure to the parents

Kai went to a salon for a new hairstyle. The stylist explained to him about the salon maintenance, limitations, and home maintenance commitments needed to keep the best look. This process is called

• preparation

• upkeep

• criticism

In a parent-teacher meeting, Avery is listening to Henry's father and then repeating in her own words what Henry's father is telling her. This technique is known as

• reflective listening

• repeating information

• casual conversation

Arjun is a service provider. Before he undertakes any service, the single most important part that should always be completed is the

• client request form

• sales invoice

• client intake form

Samuel is a freelance graphic designer. When he is meeting a potential client, Olivia, for the first time, a visual tool he could use to showcase his technical skills is a

• sales pitch

• portfolio of his work

• style book

Maya, Grace, and Avery are planning to open a salon. They want to offer services that include beautifying and improving the skin, nails, and hair. What is this field called?

• esthetics

• cosmetology

• barbering