Unit 1 Review

Alex works as a customer service representative at an insurance company. Before starting his shift, Alex reviews issues from his last shift to make sure they have been resolved. What workplace habit does Alex show by doing this? A) efficiency B) initiative C) interpersonal skills D) problem solving

A

Jorja always arrives at work when she is scheduled. She doesn't call in at the last minute to say that she can't work. If she needs time off, she plans in advance and makes arrangements to have a coworker cover for her. Which workplace habit does Jorja demonstrate by these behaviors? A) dependability B) punctuality C) self-confidence D) honesty

A

Mrs. Jackson wrote a newsletter to the customers of her housecleaning business that included some organizational tips they could use in their homes. By making sure her newsletter is informative, organized, and clear, Mrs. Jackson has made sure her communication has the characteristics of _____. A) effective communication B) ineffective communication C) barriers to communication D) workplace communication

A

What is the main purpose of an introduction paragraph? A) to acquaint the reader with the topic, main idea, and purpose of the writing B) to logically present your ideas C) to make a lasting impression on your reader D) to provide a list of transitional words that will help your reader make sense of the writing

A

Which of the following is a goal of paraphrasing and summarizing? A) to quote the main idea of what you have read, giving credit to the original source B) to restate what you have read, using your own words C) to review the most important supporting points from the original information D) to change the words and order of the sentences of what you have read

A

While reviewing a Web site that seems to have lots of great information about the topic you are researching, you decide to check on the author of the site. You cannot find any information about the author and you cannot find any information about her credentials. What characteristic of an effective Web site is a concern? A) reputable author B) relevant C) verified D) unbiased

A

What component of effective feedback is demonstrated by giving examples of how someone can improve their performance instead of saying the person has done it all wrong? A) objective B) specific C) timely D) sincere

B

Jim works the parts counter for a busy car dealership. When answering the phone, Jim often has trouble answering the customer's questions because people are coming in and out of his work area constantly and it is often loud in the dealership. Jim's communication challenge is due to which factor? A) effective communication B) ineffective communication C) barriers to communication D) workplace communication

C

What of the following is not a benefit of active listening? A) Restating what you heard in your own words leads to fewer misunderstandings. B) The person you are listening to feels confident that you have understood the message. C) You have an opportunity to tell the other person how you feel about what they have said. D) Responding with active listening can calm someone down who is angry or upset

C

Which of the following guidelines about forwarding e-mail messages is most appropriate? A) Forward e-mails messages frequently to ensure everyone receives all needed information. B) Forward only messages that specifically ask you to do so, such as a chain letter. C) Avoid forwarding e-mail messages unless the receiver uses a spam blocker. D) Avoid forwarding e-mail messages unless you have permission to do so.

D

Work Ethic

a personal belief that one should work hard and do a good job

Sandwich Technique

a strategy for giving feedback when you give constructive feedback by placing a suggestion for improvement with positive feedback before and after the suggestion for improvement

Active Listening

a strategy for showing other people you are interested in what they are saying and that you understand what they are saying and how they feel about it

Conclusion

a summarization of a piece of writing's main points

Communication

an exchange of information

Introduction

an interesting and compelling paragraph that gets a reader interested in what they will be reading

Barrier

anything that interferes with a message being sent or received

Constructive Feedback

detailed information about a performance, including specific information about what was done well and how the performance could be improved

Netiquette

guidelines for courteous electronic communication

Body Paragraphs

paragraphs that present details to support the main idea of a piece of writing

Sender

the person who creates or composes a message and delivers it either orally or in writing

Receiver

the person who receives a message

Paraphrase

to restate information using other words

Summarize

to state only the main points of something that that has been said or written

Transitions

words or phrases that help a reader move through and make sense of the sequence of information