WRA TEST
Teaching employees to manage conflict, to collaborate, and to understand cultural differences creates a work environment that supports:
Diversity
When resolving conflict, the main goal is to
Find middle ground or a win-win solution
A customer who speaks little English calls with questions about a product she recently purchased at your store. You are having difficulty understanding him. What is your best approach to helping this customer
Follow the established customer-service policy
You have been working on a game design project with your manager who has been repeatedly using inappropriate language which makes you uncomfortable
Remain calm and report the problem up the chain of command
Your supervisor asks you to come in on Saturday to finish your marketing presentation because the client is coming in earlier than originally expected, on Monday morning. You already have weekend plans. What is the expectation?
Reschedule your plans
During a staff meeting, a supervisor asks employees to bring new ideas to the next staff meeting that well improve customer service. The BEST way to come up with good ideas is to
Research how competitors have done it.
At the conclusion of making a presentation to a large group, someone from the audience asks you a long, elaborate question. What is the best practice to use in order to answer the question effectively
Restate the key question and ask if your understanding is correct
The sometimes predictable fluctuations in economic activity of one company, such as employment and production, are referred to as
The business cycle
Why is having cultural diversity on a company's staff a good idea?
There is a broader range of talents, skills and creativity
A customer-service worker, due to her religious beliefs, has refused to serve someone. What should that employee expect?
To be fired, reassigned, or demoted
As an employee, employers assess your work ethic based on your:
attitude
You are working on a time-sensitive project. Your coworker comes to you and says they need to leave, due to a family emergency. He asks you to complete a project for him that is due that day. Following problem-solving steps, what is the FIRST step you should take to ensure all work is completed?
clarify the priority of objectives with the project leader
Jasmine created an interactive department calendar, using an app to track attendance. Essentially she demonstrated:
creativity
An employee at an auto repair garage proposes a new, efficient way to safely dispose of used motor oil. This is an example of:
creativity and innovation
You have researched the history of a product development and are about to propose providing an additional service to our customers that should create return business and customer loyalty. This proposal is an example of:
creativity and innovation
The activity of examining information, events or relationships and making disciplined assumptions that are clear, rational, open-minded and based on evidence is:
critical thinking
Paul feels the schedule posted at this place of employment is confusing. He creates a new form and presents it to his manager, sharing his thoughts on how it could improve the current schedule. This shows Paul's:
initiative
Shawnee submitted new procedures to her supervisor on how to improve sales and services, based on a new model she learned about during a professional development conference. These new procedures represent a(n):
innovation
Justice told his boss he would finish the financial report by Friday. Following through on his commitment is an example of which positive workplace trait?
integrity
Being a responsible citizen means you should
make ethical decisions
You are working at a graphic design firm. Your team is working on an important project and your team leader asks you to stay late to meet a deadline. Since you normally get off a 5 from work, you previously agreed to take a neighbor to an important appointment at 6:30. What should you do?
Make other arrangements for your neighbor and stay to finish the project deadline
