Deck 11: Business Etiquette, Ethics, Teamwork, and Meetings

Question 1

The benefits of voice mail include eliminating unnecessary chit chat, telephone tag, inaccurate messages, and

A) time zone barriers.
B) the need for written messages.
C) the necessity of a cordial, friendly greeting.
D) prompt responses.

Answer 1

A
Explanation:In addition to eliminating superfluous chit chat, telephone tag, and inaccurate messages, voice mail eliminates time-zone barriers. Voice mail doesn't eliminate the need for a cordial greeting, prompt responses to messages, or need for some written messages.

Question 2

The most successful workplace teams

A) have a small number of members.
B) are homogeneous.
C) avoid conflict.
D) have all of the above traits.

Answer 2

A
Explanation:The most successful teams have a small size and diverse makeup, agree on the team's purpose and procedures, have the ability to confront conflict, use good communication techniques, collaborate rather than compete, share leadership, and accept their ethical responsibilities.

Question 3

Which of the following statements about workplace teams is most accurate?

A) Teams tend to respond more slowly to competition or when solving problems.
B) Because conflict often results, teams tend to have decreased productivity.
C) Team members who make decisions show less resistance to change.
D) Individuals tend to make better decisions than teams.

Answer 3

C
Explanation:Team members who have input into decisions are less hostile, aggressive, and resistant to change. In addition, teams make better decisions, can respond more quickly, show increased productivity, exhibit greater buy-in, demonstrate improved employee morale, and experience reduced risk

Question 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

Question 5

You recently chaired a team implementing new federal confidentiality requirements. After implementation, you must evaluate each team member's performance. Which of the following suggestions about giving constructive criticism is not accurate?

A) Use language that focuses on improvement instead of problems.
B) To show more compassion, be as vague as possible.
C) Ask the team member for feedback.
D) Discuss the behavior, not the person.

Question 6

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.

Question 7

Which of the following is the best advice when making business telephone calls?

A) The responsibility for ending a call lies with the person who receives the call, not the caller.
B) Before you make a call, ask yourself if it's necessary.
C) To sound natural and spontaneous, decide what you're going to say after the receiver answers.
D) Since the person you're calling can't see you, there's no need to smile.

Question 8

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.

Question 9

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. Which of the following is a good tip for Fariba?

A) Learn and use first names for all coworkers, clients, and customers.
B) Prove that she is relaxed and confident by telling some political jokes that are sure to "raise an eyebrow."
C) Show strength of conviction by openly discussing her complaints.
D) Give sincere and specific praise to managers, colleagues, and workers.

Question 10

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.

Question 11

Marsha has limited time and must call Charlie for answers to several questions. Which of the following is the best example of a brisk and professional approach?

A) Charlie, I have only a few minutes, but I knew you were the one with answers to my questions.
B) Hey, Charlie, what's up, dude?
C) I can't waste any time chit chatting, so you need to get to the point pronto!
D) Look, Charlie, you always have the inside scoop at work; what's going on?

Question 12

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.

Question 13

A coworker has justly criticized you for poor performance at work. If you agree quickly with this on-target criticism,

A) the coworker is likely to take the criticism to your supervisor.
B) you will become known as a coward who doesn't fight back when criticized.
C) the coworker is more likely to take advantage of your weakness.
D) you are more likely to be respected.

Question 14

You are in a meeting receiving your performance review and are surprised that your supervisor has offered you many suggestions for improvement. How should you react to the criticism?

A) Interrupt your supervisor frequently to comment on the suggestions being made so that you don't miss giving feedback on anything.
B) To avoid any type of confrontation with your supervisor, agree with all comments being made.
C) Try to deflect blame for anything negative being said to others in your department.
D) Ask for clarification of comments when necessary.

Question 15

Which of the following statements about using cell phones for business is most accurate?

A) Because cell phones can be so annoying to others, you should not use them for business purposes.
B) To make yourself look professional and important, you should leave your cell phone on at all times during the workday.
C) Choose a unique and creative ring style, such as your college fight song, to rapidly distinguish calls to your cell phone.
D) Be careful about using your cell phone to discuss private or confidential company information.

Question 16

Shawn needs to record his business voicemail outgoing message. Which of the following outgoing messages is most professional?

A) Hi! I'm sorry I missed your call. Please leave a brief message after the tone.
B) This is Shawn. I'm not available right now. But if you leave a message, I promise to call you back. Be sure to include your name, phone number, and the best time to return your call.
C) Your call is important to me. Please leave your name and number so that I can return your call promptly.
D) Hi! You have reached the voice mail of Shawn Berg of Juarez Accounting. I am currently away from my phone but will return by 2 p.m. Please call back then. Thank you for calling.

Question 17

The most effective groups have members who

A) are willing to establish rules and abide by those rules.
B) show interest in others' ideas by listening actively.
C) offer information and try out their ideas on the group to stimulate discussion.
D) do all of these things.

Question 18

Which of the following is the best example of a response when answering calls for others?

A) Annette is currently participating in an important budget meeting with our board of directors.
B) We're not really sure where Annette is right now, but she'll return your call immediately whenever she gets back.
C) Annette has run down to the ladies' room for a few minutes, but she should be back soon.
D) Annette is away from her desk, but I will give her your message when she returns.

Question 19

Alec, hoping for a promotion, wants to improve his pronunciation skills so that he's able to say words correctly and clearly with accepted sounds and accented syllables. Which of the following is the best advice for Alec?

A) Hire a professional speech coach.
B) Listen carefully to educated people.
C) Practice sounding enthusiastic when speaking.
D) Relax. Mispronouncing a few words is common and won't affect the opportunity for promotion.

Question 20

Which of the following is the best advice regarding small talk in the workplace?

A) Try not to engage in small talk in the workplace because doing so is unprofessional.
B) Read newspapers and listen to radio and TV so you'll be able to discuss current events intelligently.
C) Bring up controversial topics such as politics or religion as often as possible to show how well-rounded and intelligent you are.
D) It's acceptable to be defensive if someone brings up a topic that upsets you.

Question 21

Attending work-related social functions can harm your career if you dress inappropriately or choose controversial conversation topics; therefore, it is best to avoid these functions.

Question 22

Team leaders can handle difficult group members during a meeting by

A) announcing the rules for expected behavior as soon as a participant digresses.
B) seating the difficult group member as far from the leader as possible.
C) making direct eye contact with everyone when asking questions.
D) assigning a task to the disruptive person.

Question 23

Which of the following should occur at the end of a meeting?

A) A meeting should end only when participants have discussed all agenda items.
B) The leader should provide a summary of accomplishments and a review of action items.
C) The leader should remind participants that they are responsible for taking their own minutes.
D) Participants should pass their assigned tasks on to someone who did not attend.

Question 24

Hard skills refer to a whole cluster of personal qualities, habits, attitudes (for example, optimism and friendliness), communication skills, and social graces.

Question 25

Soft skills aren't needed for jobs in technical fields such as accounting and finance.

Question 26

Which of the following statements about meetings is not accurate?

A) Meetings should start on time unless someone important is late.
B) An agenda should be distributed at least two days before the meeting.
C) Meetings should not be held if the flow of information will be strictly one way.
D) The real expense of a meeting is the lost productivity of all the people attending.

Question 27

Which of the following statements about meetings is most accurate?

A) Reliance on e-mail and increasing use of wireless devices are causing face-to-face meetings to disappear.
B) Meetings consist of ten or more individuals who gather to achieve a goal, solve a problem, or create a work plan.
C) As businesses become more team-oriented, people are attending more meetings than ever.
D) Most people enjoy attending meetings because they recognize that meetings present great opportunities for professional growth and recognition.

Question 28

If you receive constructive criticism on the job, you should focus on your feelings as much as possible.

Question 29

What is your first task before holding a meeting?

A) Decide how and where to meet.
B) Prepare an agenda.
C) Invite participants.
D) Determine your purpose.

Question 30

Rate refers to the pace of your speech.

Question 31

Many businesses have established protocol procedures or policies to encourage civility.

Question 32

If you believe you have been criticized unfairly, it is appropriate to disagree respectfully and constructively.

Question 33

Most constructive criticism is better delivered in writing rather than face to face.

Question 34

Which of the following statements about workplace conflict is most accurate?

A) Conflict in the workplace can be desirable.
B) Because conflict makes people feel awkward and uneasy, it inhibits creativity.
C) Since conflict is always negative, it must be avoided in the workplace.
D) Unresolved conflict indicates leadership failure.

Question 35

A meeting agenda should include the date and place of the meeting, start and end times, a brief description of each topic with its time allotment, and

A) a list of the refreshments to be provided.
B) an explanation of the leader's position on each of the topics.
C) a sublist of items that can be completed quickly at the end of the agenda.
D) any premeeting preparation expected of participants.

Question 36

Speakers should avoid "uptalk" in the workplace because it makes them seem weak and tentative.

Question 37

Lucas has been invited to attend his first sales meeting and wants to follow proper meeting etiquette. Which of the following should he do to make a good impression?

A) Keep his cell phone and pager on so that he doesn't miss an important call.
B) Leave the room only for breaks and emergencies.
C) Use body language to show if he's bored; the chair will appreciate his honesty.
D) Lucas should do all of these.

Question 38

Antonia is leading her first professional business meeting and wants to follow professional meeting etiquette. Which of the following is the best tip for Antonia?

A) Avoid following an agenda because the meeting will appear too rigid.
B) End the meeting on time, even if all agenda items haven't been covered.
C) Don't waste time on introductions because you may run out of time to complete your meeting business.
D) Encourage friendly, informal side conversations.

Question 39

Because today's technologies provide many alternate communication channels, face-to-face communication is no longer important in business and professional transactions.

Question 40

When you deliver constructive criticism, you should use the word "we" instead of "you" to avoid sounding accusatory.

Question 41

The most effective teams do what is necessary to avoid any kind of conflict.

Question 42

Some places are inappropriate or even dangerous for cell phone use.

Question 43

_________ criticism involves planning what you will say, focusing on improvement, offering to help, being specific, and avoiding anger.

Question 44

E-mail has made telephone use obsolete in the corporate world.

Question 45

Aidan will be conducting a meeting where intensive problem solving will occur. The ideal number of participants for this type of meeting is five or fewer.

Question 46

___________ mail links a telephone system to a computer that digitizes and stores incoming messages.

Question 47

_______ phones enable you to conduct business from virtually anywhere at any time and have become an essential part of communication in today's workplace.

Question 48

When placing a business telephone call, immediately name the person you are calling, identify yourself and your affiliation, and give a brief explanation of your reason for calling.

Question 49

When preparing the location for business meetings, you can maximize collaboration by arranging the tables or chairs in straight rows.

Question 50

___________, also known as business etiquette, ethical conduct, social intelligence, or soft skills, refers to a whole range of desirable workplace behaviors.

Question 51

To make your outgoing voice mail message more professional, use the computer-generated voice that comes with most systems.

Question 52

Because of the increased focus on individualism, teams have become less important in today's business environment.

Question 53

Ground rules for a business meeting should be discussed only when a participant's behavior is harming the progress of the agenda.

Question 54

One way to handle dysfunctional group members during a meeting is to seat them next to the leader.

Question 55

Etiquette guidelines for business meetings indicate that both participants and leaders are responsible for sticking to the agenda and avoiding tangents.

Question 56

Because a call being transferred may be disconnected, you should identify the extension to which you are directing the call.

Question 57

Meeting minutes should be distributed within two weeks after the meeting or at least two days before the next meeting, whichever comes first.

Question 58

___________ intelligence is defined as "the ability to get along well with others and to get them to cooperate with you."

Question 59

It is appropriate for a meeting leader to move the meeting along by saying, Thanks, Ivan, for your viewpoint, but please hold your next comment until we can hear what Shung Chai thinks of your idea.

Question 60

The _____________ of your voice is the degree of loudness or the intensity of sound.

Question 61

The __________ are a record of points of discussion, decisions made, and tasks assigned at a meeting.

Question 62

To connect with distant team members across borders and time zones, many organizations are creating _____________ teams. These are groups of people who work interdependently with a shared purpose across space, time, and organization boundaries using technology.

Question 63

__________ consist of three or more people who gather to pool information, solicit feedback, clarify policy, seek consensus, and solve problems.

Question 64

The list of topics to be discussed at a meeting is called a(n) _____________.