Ch. 10 Interpersonal Skills
Questions and Answers
- 1.
The number one rule when speaking to clients or customers is to show respect.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Showing respect is indeed the number one rule when speaking to clients or customers. This is because respect is crucial in maintaining positive relationships and building trust with clients. By showing respect, one demonstrates professionalism, empathy, and attentiveness towards the needs and concerns of clients. This can lead to better communication, customer satisfaction, and ultimately, business success.Rate this question:
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- 2.
Companies can help prevent conflict by creating a healthy atmosphere in which everyone is accepted despite differences in beliefs, values, and backgrounds.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Creating a healthy atmosphere in which everyone is accepted despite differences in beliefs, values, and backgrounds can indeed help prevent conflict within companies. When employees feel accepted and respected, they are more likely to collaborate effectively and communicate openly, reducing the chances of misunderstandings or disagreements escalating into conflicts. Embracing diversity and fostering an inclusive environment also promotes creativity, innovation, and a sense of belonging among employees, ultimately contributing to a positive work culture and minimizing conflicts.Rate this question:
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- 3.
Telling the truth, maintaining confidentiality, and not spreading rumors are parts of honest behavior.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The statement suggests that telling the truth, maintaining confidentiality, and not spreading rumors are all aspects of honest behavior. This implies that being honest involves being truthful, trustworthy, and respectful of others' privacy. Therefore, the correct answer is true.Rate this question:
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- 4.
Employment laws forbid discrimination due to gender, age, religion or national origin. This expectation falls under what heading?
- A.
Equity
- B.
Negotiation
- C.
Values
- D.
Respect
Correct Answer
A. EquityExplanation
Employment laws that prohibit discrimination based on gender, age, religion, or national origin are aimed at promoting fairness and equal opportunities in the workplace. The concept of equity aligns with this objective, as it emphasizes the fair treatment of individuals regardless of their personal characteristics. By choosing equity as the correct answer, it suggests that the expectation of non-discrimination falls under the principle of fairness and equal treatment.Rate this question:
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- 5.
When team members meet together to give feedback on individual performance, what are they participating in?
- A.
Shared responsibility
- B.
Leadership
- C.
Consensus
- D.
Goals
Correct Answer
B. LeadershipExplanation
When team members meet together to give feedback on individual performance, they are participating in leadership. This is because leadership involves guiding and influencing others towards a common goal, and when team members provide feedback to each other, they are taking on a leadership role by providing guidance and support to help their teammates improve their performance.Rate this question:
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- 6.
An employee, knowing all parts of the job is considered:
- A.
Business policy
- B.
Role play
- C.
Teamwork
- D.
Cross training
Correct Answer
D. Cross trainingExplanation
Cross training refers to the practice of training employees in multiple areas or roles within a company. An employee who knows all parts of the job is considered to have undergone cross training. This allows the employee to have a broader skill set and be able to step in and perform various tasks as needed. Cross training also promotes flexibility, efficiency, and teamwork within the organization.Rate this question:
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- 7.
Jorge is an engineer with a national car manufacturer. Jorge's colleagues value his ability to come up with new ways of doing things and to find solutions to seemingly impossible problems. What personality trait do Jorge's collegues admire?
- A.
Initiative
- B.
Goal setting
- C.
Integrity
- D.
Creativity
Correct Answer
D. CreativityExplanation
Jorge's colleagues admire his creativity because he is able to come up with new ways of doing things and find solutions to seemingly impossible problems. This suggests that he is able to think outside the box, think innovatively, and come up with original ideas. Creativity is a valuable personality trait in an engineer as it allows for the development of new and improved methods and solutions.Rate this question:
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- 8.
What interpersonal skill is specifically needed for success in dealing with customers?
- A.
Set goals
- B.
Give direction
- C.
Manage time
- D.
Maintain self-control
Correct Answer
D. Maintain self-controlExplanation
Maintaining self-control is a crucial interpersonal skill for success in dealing with customers. It involves being able to manage one's emotions, reactions, and behaviors in challenging or difficult situations. By maintaining self-control, a person can remain calm, composed, and professional when interacting with customers, even in stressful or frustrating circumstances. This skill enables individuals to handle customer complaints, conflicts, or demands effectively, without becoming defensive or agitated. It also helps in providing excellent customer service by ensuring that interactions are respectful, empathetic, and focused on finding solutions rather than escalating the situation.Rate this question:
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- 9.
A(n)_________________________________ is a specific commitment that a team member makes with the entire team. Similar to a contract, it is a promise to complete a task within a certain time.
Correct Answer
agreementExplanation
An agreement is a specific commitment that a team member makes with the entire team. Similar to a contract, it is a promise to complete a task within a certain time. This implies that team members are mutually accountable and responsible for fulfilling their commitments, ensuring that tasks are completed as agreed upon. By making an agreement, team members establish clear expectations and timelines, promoting collaboration and effective teamwork.Rate this question:
- 10.
Being accountable for one's actions, working without much supervision, and always doing one's job are examples of the personal trait called_______________________________.
Correct Answer
responsibility, responsibleExplanation
Being accountable for one's actions, working without much supervision, and always doing one's job are all examples of the personal trait called responsibility. Responsibility refers to the ability to take ownership of one's actions and obligations, and to fulfill them diligently and reliably. It involves being reliable, dependable, and trustworthy in carrying out tasks and duties.Rate this question:
- 11.
Mark and Brian are data processors at Informal, Inc. Both men are reliable, well-trained, and enthusiastic about their work. Brian, however, easilty accepts new assignments or necessary schedule changes, while Mark sees such changes as crises. Brian is the more valuable employee because he is more ____________________ than Mark.
Correct Answer
flexibleExplanation
Brian is the more valuable employee because he is more flexible than Mark. This means that Brian is able to adapt to new assignments or schedule changes easily, while Mark views these changes as crises. Being flexible in the workplace allows employees to be more adaptable, open-minded, and willing to take on new challenges. It also demonstrates a positive attitude and a willingness to go above and beyond in order to meet the needs of the company.Rate this question:
- 12.
When you listen to a customer's complaint, you should be empathetic, but your actions in response to the complaint must depend on your company's_____________________________.
Correct Answer
policy, policies, procedure, proceduresExplanation
When you listen to a customer's complaint, you should be empathetic, but your actions in response to the complaint must depend on your company's policy, policies, procedure, or procedures. This means that your response should align with the guidelines and rules set by your company in handling customer complaints. It is important to follow these guidelines to ensure consistency and fairness in addressing customer concerns.Rate this question:
- 13.
Sabrina is a loan officer with First National Bank. She is friendly to the bank's clients and always remembers their names. She listens carefully to the reasons for each client's loan request, and even if she has to deny a loan, she makes the clients feel valued because she treats them with respect. These illustrations indicate that Sabrina is highly skilled at fostering clients' ________________________.
Correct Answer
self-esteem, self esteemExplanation
The given answer, "self-esteem, self esteem," is correct. This is because Sabrina's behavior of remembering clients' names, listening carefully to their loan requests, and treating them with respect, indicates that she is skilled at fostering their self-esteem. By making the clients feel valued and respected, Sabrina helps to boost their confidence and sense of self-worth, which is a key aspect of self-esteem.Rate this question:
- 14.
In companies that are organized into teams of employees, the team members are often "cross-trained" to be able to perform a variety of tasks. Not only does cross training give each member several skills, but it also gives the team ________________________ so that it can adapt to new challenges.
Correct Answer
flexibilityExplanation
Cross training in companies helps team members acquire multiple skills, enabling them to perform a variety of tasks. This not only benefits individual team members but also provides the team with flexibility. With cross-trained employees, the team can easily adapt to new challenges and allocate resources efficiently. This flexibility allows the team to handle unexpected situations, changes in workload, and ensures continuity in case of absences or turnover. Ultimately, cross training enhances the team's overall performance and increases its ability to tackle diverse tasks and challenges.Rate this question:
- 15.
All of the interpersonal skills that are essential to a marketing career deal with the relationship between marketing employees and their ___________________________.
Correct Answer
customer, customers, client, clientsExplanation
The question is asking about the interpersonal skills that are important in a marketing career, specifically in relation to the relationship between marketing employees and their customers or clients. This suggests that marketing professionals need to possess strong interpersonal skills in order to effectively communicate, build relationships, and understand the needs and preferences of their customers or clients.Rate this question:
- 16.
Time ___________________________ is an essential personal skill that involves learning to budget the hours in your day in order to meet your responsibilities.
Correct Answer
managementExplanation
Time management is the ability to effectively allocate and prioritize one's time in order to accomplish tasks and meet responsibilities. It requires planning, organizing, and setting goals to ensure that time is used efficiently and productively. By practicing time management, individuals can avoid procrastination, reduce stress, and achieve a better work-life balance. It is a crucial skill in today's fast-paced and demanding world, allowing individuals to make the most of their time and achieve their goals effectively.Rate this question:
- 17.
Mary Ellen works for a film production company. She is well-known for her excellent ideas and for her ability to defend her ideas confidently and authroitatively. Mary Ellen's readiness to stand up for herself can be described as ___________________ behavior.
Correct Answer
assertive, assertivenessExplanation
Mary Ellen's readiness to stand up for herself and confidently defend her ideas indicates that she displays assertive behavior. Assertiveness refers to the ability to express one's thoughts, feelings, and needs in a direct and confident manner, while also respecting the rights and opinions of others. Mary Ellen's assertiveness allows her to effectively communicate her ideas and contribute to the success of the film production company.Rate this question:
- 18.
______________________________- an active process, all attention in on the speaker
- A.
Listening
- B.
Tact
- C.
Empathy
- D.
Negotiation
Correct Answer
A. ListeningExplanation
Listening is the act of actively paying attention to the speaker. During listening, all focus and attention are directed towards the speaker, allowing for better comprehension and understanding of the message being conveyed. It involves not only hearing the words but also interpreting and processing the information being communicated. Listening requires concentration, attentiveness, and the ability to effectively receive and interpret verbal and nonverbal cues. It is an essential skill in effective communication and building relationships.Rate this question:
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- 19.
____________________________ - able to defend one's beliefs, rights, and ideas.
- A.
Courtesy
- B.
Assertive
- C.
Negotiation
- D.
Ethics
Correct Answer
B. AssertiveExplanation
Assertive means being able to defend one's beliefs, rights, and ideas. It is the quality of confidently expressing oneself and standing up for what one believes in, without being aggressive or disrespectful towards others. Being assertive allows individuals to assert their opinions and needs in a respectful and confident manner, promoting effective communication and healthy relationships.Rate this question:
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- 20.
_____________________________-understanding of a person's situation, frame of mind.
- A.
Ethics
- B.
Stress relief
- C.
Empathy
- D.
Courtesy
Correct Answer
C. EmpathyExplanation
Empathy refers to the ability to understand and share the feelings of another person. It involves putting oneself in someone else's shoes and comprehending their situation, frame of mind, and emotions. This understanding allows individuals to connect with others on a deeper level, showing compassion and support. Empathy is an important quality that promotes better relationships, effective communication, and a sense of unity among people. It helps in building trust, resolving conflicts, and fostering a more inclusive and understanding society.Rate this question:
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- 21.
______________________-basic values and moral principles
- A.
Courtesy
- B.
Ethics
- C.
Self-esteem
- D.
Assertive
Correct Answer
B. EthicsExplanation
Ethics refers to a set of basic values and moral principles that guide individuals' behavior and decision-making. It involves understanding what is right and wrong and acting accordingly. In this context, ethics can be seen as an important aspect of one's personal and professional life, as it influences how they interact with others and make choices. While courtesy, self-esteem, and assertiveness are also important qualities, ethics specifically relates to the moral principles that govern one's actions.Rate this question:
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- 22.
_____________________________-working with parties to find resolution to a conflict.
- A.
Negotiation
- B.
Listening
- C.
Assertive
- D.
Teamwork
Correct Answer
A. NegotiationExplanation
Negotiation is the correct answer because it involves working with parties to find a resolution to a conflict. Negotiation is a process where individuals or groups engage in discussions to reach a mutually acceptable agreement. It requires active listening, assertiveness, and the ability to work collaboratively as a team. Through negotiation, conflicting parties can find common ground and come up with a solution that satisfies everyone's interests.Rate this question:
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- 23.
_________________________-decision reached by a group after discussion.
- A.
Idea
- B.
Consensus
- C.
Initiative
- D.
Agreement
Correct Answer
B. ConsensusExplanation
Consensus refers to a decision that is reached by a group after a discussion. It implies that all members of the group have agreed upon a particular idea or course of action. This term highlights the importance of collective agreement and compromise in decision-making processes. It suggests that a common understanding and mutual agreement have been achieved among the individuals involved in the discussion.Rate this question:
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- 24.
______________________________-desier and ability to start a task or project.
- A.
Stress relief
- B.
Ethics
- C.
Initiative
- D.
Assertive
Correct Answer
C. InitiativeExplanation
Initiative refers to the ability to take the lead and start a task or project without being prompted or directed by others. It involves being proactive, self-motivated, and taking responsibility for one's actions. Having initiative is important in both personal and professional settings as it demonstrates a proactive and driven attitude towards achieving goals and solving problems. It shows a willingness to take risks, think creatively, and be resourceful in order to accomplish tasks effectively.Rate this question:
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- 25.
___________________________-regular exercise, balanced diet, enough sleep
- A.
Stress relief
- B.
Teamwork
- C.
Tact
- D.
Interpersonal skills
Correct Answer
A. Stress reliefExplanation
Regular exercise, balanced diet, and enough sleep are important for maintaining overall well-being and reducing stress. When we engage in regular exercise, our body releases endorphins, which are natural mood boosters and stress relievers. A balanced diet provides essential nutrients that support brain function and help manage stress. Sufficient sleep allows our body and mind to rest and recover, reducing the negative effects of stress. By practicing these self-care habits, individuals can effectively manage stress and improve their overall mental and physical health.Rate this question:
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- 26.
Person's idea of his or her own worth.
- A.
Self-esteem
- B.
Tact
- C.
Self-concept
- D.
Empathy
Correct Answer
A. Self-esteemExplanation
Self-esteem refers to a person's belief in their own worth and value. It is the perception and evaluation of oneself, including feelings of self-worth and self-confidence. It involves how an individual views themselves and their abilities, and plays a crucial role in their overall mental and emotional well-being. Self-esteem can greatly impact a person's thoughts, feelings, and behaviors, influencing their relationships, achievements, and overall quality of life.Rate this question:
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Current Version
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Mar 21, 2023Quiz Edited by
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Nov 03, 2011Quiz Created by
Shannon Lazek