AOT 251 - Admin Systems & Procedures FINAL
The firm, consistent application of ethical standards at a personal level is called: A. values B. integrity C. morals D. relationships
B. integrity
A good rule of thumb is to address your supervisor and other higher-level personnel with a courtesy title such as: A. hey you B. madam C. dude D. mr. or ms
D. mr. or ms
According to the text, which of the following is a powerful form of nonverbal communication? a. Eye contact b. Leaning in to the customer c. Use of your hands to communicate d. Sitting position
a. Eye contact
Which statement about meetings is correct? a. Meetings should begin on time even if several people are late. b. It is usually acceptable for meetings to run a little longer than scheduled. c. You should not excuse yourself from a meeting that is running late. d. None of the answers are correct.
a. Meetings should begin on time even if several people are late.
The concept of management by objectives was introduced by: a. Peter Drucker. b. Peter Senge. c. Stephen Covey. d. Robert Greenleaf.
a. Peter Drucker.
A written message that is fairly short is called: a. a memorandum. b. a short message. c. a short subject letter.
a. a memorandum.
A 401(k) account is: a. a tax-deferred retirement plan for employees of private companies and corporations. b. a tax-deferred retirement plan for employees of nonprofit organizations. c. only for people over 70 years old. d. None of the answers are correct.
a. a tax-deferred retirement plan for employees of private companies and corporations.
When you are answering incoming calls, you should always: a. answer the call quickly. b. let the call go to voicemail. c. transfer the call.
a. answer the call quickly.
Emotional maturity is an important part of leading others. Effective leaders: a. are not driven by emotion. b. wear their emotions on their sleeve. c. are willing to be angry and show it.
a. are not driven by emotion.
When making outgoing calls, you should do all of the following except: a. call immediately, no matter the time. b. know the purpose of the call. c. plan your call.
a. call immediately, no matter the time.
According to the text, all of the following can affect your verbal communications except: a. content. b. rate of speech. c. tone.
a. content.
The leadership style in which employees share in authority is: a. democratic. b. autocratic. c. laissez-faire.
a. democratic.
When completing a bank reconciliation, all the procedures listed below should be followed except: a. determine the actual cash balance. b. note any service charges or other fees on the bank statement. c. confirm deposits made have been properly recorded by the bank.
a. determine the actual cash balance.
All of the following are steps in problem solving except: a. determine who sets the agenda. b. determine options. c. evaluate and implement. d. identify the problem.
a. determine who sets the agenda.
Management of information includes all the following except: a. dissemination. b. safety. c. backup. d. security
a. dissemination
An income statement is a financial document that shows all the following except: a. futures. b. income. c. profit and loss.
a. futures.
International travelers should: a. give out business cards with their names printed in both English and the language of the country they are visiting. b. not try to say even simple phrases, such as please and thank you, in the language of the country they are visiting. c. not attempt to greet people in a foreign country in the native language. d. None of the answers are correct.
a. give out business cards with their names printed in both English and the language of the country they are visiting.
To make a good decision and solve problems, you should do all of the following except: a. hold off making a decision until the last minute so you have all the facts. b. determine strategies to overcome the barriers. c. identify barriers to meeting the goal. d. choose the best strategy
a. hold off making a decision until the last minute so you have all the facts.
A cliché: a. is a trite expression or phrase. b. is an effective way to emphasize a point in your message. c. can be included to make your presentation more interesting. d. All the answers are correct.
a. is a trite expression or phrase.
Web mail: a. is email you access using a web browser. b. may be accessed only from your home computer. c. does not require an Internet connection. d. All the answers are correct.
a. is email you access using a web browser.
A person who has been trained to operate and handle problems with equipment, such as an office copier, is called a(n): a. key operator. b. expert operator. c. trained technician. d. None of the answers are correct.
a. key operator.
The leadership style that is called "let people do as they choose" is: a. laissez-faire. b. autocratic. c. democratic.
a. laissez-faire.
In the U.S. Mail system, Parcel Post is: a. less expensive than Priority Mail. b. All the answers are correct. c. the fastest way to send envelopes and packages. d. for envelopes that weigh no more than ten ounces.
a. less expensive than Priority Mail.
To create personalized letters, brochures, labels, or envelopes for large mailings, you would use this feature: a. mail merge. b. optical character reader. c. boilerplate template.
a. mail merge.
A hard-copy memorandum generally is written when the: a. message is fairly long (more than one screen). b. message is very short. c. information is not confidential or sensitive.
a. message is fairly long (more than one screen).
Sending a message without written or spoken words is called: a. nonverbal communication. b. high pitched communication. c. tonal intonation.
a. nonverbal communication.
Handling email effectively is an important part of developing a customer focus and you should do all of the following except: a. open and review email as soon as you receive it. b. schedule times for answering email. c. send your email to someone else to handle for you.
a. open and review email as soon as you receive it.
When writing a presentation: a. organize the material using a list or outline. b. do not write a closing since the closing will depend on how the audience receives the presentation. c. identify the goal of the presentation after planning the visual aids. d. start with less important points and build to your major points.
a. organize the material using a list or outline.
The financial claim to the assets of the organization by the owner after all debts have been paid is called: a. owner's equity. b. owner's profit. c. loss. d. revenue.
a. owner's equity.
According to the text, all of the following are advantages of face-to-face meetings except: a. people generally feel it is more acceptable to arrive late. b. the atmosphere generally allows people to deal more effectively with difficult items. c. people can observe and respond to body language of participants. d. people generally feel more relaxed in this type of session because its format is more familiar.
a. people generally feel it is more acceptable to arrive late.
In the writing process: a. planning is done before composing. b. editing is done before planning. c. proofreading is done before editing. d. publishing is done before editing.
a. planning is done before composing.
Motivation is fed by ________ and ________. a. progress, incentives b. money, status c. priorities, accountability
a. progress, incentives
IP telephony is transmitting voice over a private IP network or a ______________ IP network such as the Internet. a. public b. company c. personal
a. public
A document that specifies how long various types of records should be kept is called a(n): a. records retention schedule. b. accession log. c. index of records. d. records log.
a. records retention schedule.
When creating a database to store records, group data into a. tables of related information. b. physically redundant tables. c. geographically related data.
a. tables of related information.
A model for creating similar items is called: a. template. b. boilerplate. c. mail merge.
a. template.
When determining the credibility of a company or individual providing information to you, you should evaluate: a. the source of the information. b. whether the information is current. c. both A and B are correct.
a. the source of the information.
To demonstrate a customer focus with nonverbal communication: a. use facial expressions that show interest and attention. b. make eye contact. c. remember that a smile is always appropriate. d. All the answers are correct.
a. use facial expressions that show interest and attention.
A document granted by a government that permits a traveler to enter and travel within that particular country is a(n): a. visa. b. itinerary. c. immigration card. d. passport.
a. visa.
When considering the audience for a webinar or other presentation, ask and answer all the following questions except: a. what did they have for breakfast that day? b. what do they know about the topic? c. what are their interests? d. what do they want to learn? Hide Feedback
a. what did they have for breakfast that day?
Which of the following is an example of an internal customer? a. A student who visits a public library b. An employee in the mail department of an organization c. An individual who purchases an automobile from a dealership d. All the answers are correct.
b. An employee in the mail department of an organization
According to the text, effective leaders have several important qualities, including: a. self-knowledge. b. Both answers are correct. c. confidence.
b. Both answers are correct.
Team members have been discussing the best way to solve a particular problem. One of the team members, Joan, has a strong opinion about the solution. What should she do? a. Refuse to consider evidence presented by others b. Explain her reasons and show supporting evidence c. Wait for someone else to propose the solution and then agree d. Argue against other people's opinions
b. Explain her reasons and show supporting evidence
________ can be especially helpful to young adults in leadership positions. a. Delegating b. Leading by example c. Investing in relationships d. An autocratic leadership style
b. Leading by example
A service that allows businesses to ship items to residential customers with final delivery made by the U.S. Postal Service is called: a. ReadyPost. b. SmartPost. c. SnapPost.
b. SmartPost.
Which of the following is an example of nonverbal communication? a. Mailing a letter b. Smiling c. Sending a message by email d. All the answers are correct.
b. Smiling
A document given to an employee by the company that shows the employee's wages paid for the year is a(n) ________ form. a. W-4 b. W-2 c. I-9 d. None of the answers are correct.
b. W-2
What is the one exception in the writing process when writing a report? a. You may have to plan more carefully. b. You may need to conduct research. c. The editing process will take longer.
b. You may need to conduct research.
To create an effective password, use: a. at least four characters. b. a combination of letters, numbers, and symbols. c. a combination of numbers and a word. d. only capital letters.
b. a combination of letters, numbers, and symbols.
As you get to know various software systems, you will also learn how to ____________________ certain steps to speed up keyboarding and/or entering data. a. skip b. automate c. format
b. automate
Parts of a document or text that are often used in a particular type of document are called: a. design elements. b. building blocks. c. templates.
b. building blocks.
As the leader of the meeting, you will also want to consider all the following questions to help evaluate the meeting except: a. did the participants exhibit a high energy level? b. did the room's color contribute to the effectiveness of the meeting? c. did everyone in attendance take part in the meeting? d. were appropriate decisions made?
b. did the room's color contribute to the effectiveness of the meeting?
Which statement about petty theft is correct? a. It costs companies millions of dollars each year. b. Employee theft costs employers more money than shoplifting. c. Doing a little personal copying at work is not really stealing. d. All the statements are correct.
b. employee theft costs employers more money than shoplifting
Offering suggested changes that might improve procedures is: a. not expected. b. encouraged. c. resented. d. not encouraged
b. encouraged
A document that gives the details of amounts spent during a business trip is a(n): a. passport. b. expense report. c. agenda. d. itinerary.
b. expense report.
Marcia is prioritizing her tasks. She has a presentation to give next month. Which time management category should she use to classify this task? a. Urgent and important b. Important, but not urgent c. Urgent, but not important d. Neither urgent nor important
b. important, but not urgent
Facial expressions that show interest and attention will: a. increase your customer compliments. b. increase your credibility with customers. c. keep you out of trouble with your supervisor.
b. increase your credibility with customers.
A device that converts the digital signal from a computer to an analog signal that can be transmitted along ordinary phone lines is a: a. blog. b. modem. c. wiki. d. firewall.
b. modem.
Putting off a task because it is difficult or boring is: a. progressing. b. procrastinating. c. prioritizing. d. streamlining.
b. procrastinating
The amount by which income exceeds the expenses of a business is called: a. net loss. b. profit. c. loss. d. receipts.
b. profit.
If you find that a certain step or strategy did not get you closer to your goal, it is time to _______________, _______________, and reenergize your efforts. a. summon, complete b. reassess, rethink c. incentivize, strategize
b. reassess, rethink
The control you have over what you do, as well as how and when you do it, is: a. downtime. b. self-discipline. c. accountability. d. incentive.
b. self-discipline
According to General Ronald Fogleman, ________ means having the internal strength to persevere through difficult times and is a characteristic of leaders with integrity. a. sincerity b. substance c. consistency
b. substance
People will come to you for help and be more eager to help you with issues or problems if: a. you are in with the boss. b. you have a positive attitude. c. you know the answers.
b. you have a positive attitude.
Evaluative listening is used when: a. you wish to hear, understand, and remember information. b. you need to judge what is being said. c. casual listening is appropriate. d. you do not need to remember information.
b. you need to judge what is being said.
Follow-up correspondence may be written by the executive for the following reasons: a. to send thank-you letters. b. to send information on products or services. c. Both answers are correct.
c. Both answers are correct.
Leading people is an acquired ability that you can develop by paying attention to leaders: a. in both your professional and your personal life. b. and being intentional in your pursuit of good leadership qualities and skills. c. Both answers are correct.
c. Both answers are correct.
When staying at a hotel, reservations are usually made: a. by telephone. b. on line. c. Both answers are correct.
c. Both answers are correct.
When the executive returns, you must: a. brief him/her on what occurred in the office while they were gone. b. inform the executive of any appointments you set up. c. Both answers are correct.
c. Both answers are correct.
This organization sets and enforces standards for safe and healthful working conditions. a. Health and Human Services Safety Commission (HHSSC) b. Equal Employment Opportunity Commission (EEOC) c. Occupational Safety and Health Administration (OSHA)
c. Occupational Safety and Health Administration (OSHA)
A meeting in which a number of people can participate via telephone or some other device is called: a. a web conference. b. a webinar. c. an audio conference. d. a video conference.
c. an audio conference.
According to the text, even though large airports generally provide free shuttle service for airport parking, you will: a. receive free parking for your car. b. be required to take a limo from work. c. be charged to park your car.
c. be charged to park your car.
A standard passage used in documents is called: a. a template. b. the mail merge feature. c. boilerplate text. d. a building block.
c. boilerplate text.
Which statement best describes the role of an administrative professional? a. To support the supervisor and others. b. To ensure the office runs smoothly. c. Both answers are correct. d. Neither answer is correct.
c. both answers are correct
The leadership style that focuses on building strengths for the future is called: a. affliliative. b. pacesetting. c. coaching. d. situational.
c. coaching.
According to the text, these do not change from day to day or situation to situation. a. Morals b. Ethics c. Core values
c. core values
Businesses that are owned by investors are called: a. partnerships. b. sole proprietorships. c. corporations. d. All the answers are correct
c. corporations
By law, organizations are prohibited from discriminating based on an individual's: a. social media profile. b. prior work history. c. disability.
c. disability
The science of arranging items used for maximum efficiency and safety is called: a. efficiency. b. ergonomics. c. effectiveness.
c. effectiveness
Sexual harassment of _______________makes the workplace a hostile environment for individuals. a. men b. women c. either gender
c. either gender
While different airlines may use slightly different names for their flight classes, there are basically three classes: a. None of the answers are correct. b. economy, coach, and first class. c. first class, business class, and coach. d. business class, economy, and coach.
c. first class, business class, and coach.
A conference: a. All the answers are correct. b. requires little planning and preparation. c. has more participants than a meeting. d. is smaller in scope than a meeting.
c. has more participants than a meeting.
A public location that offers computer network access via a Wi-Fi connection is a: a. blog. b. PDA. c. hotspot. d. None of the answers are correct.
c. hotspot.
Most of the time as an administrative professional, your goal in giving a presentation is to: a. meet a deadline. b. deliver bad news. c. inform your audience. d. None of the answers are correct.
c. inform your audience.
Businesses have a __________ and __________ obligation not to harm the citizens of the community. a. effective, moral b. fair, equitable c. legal, ethical
c. legal, ethical
A poster is: a. not considered a visual aid. b. appropriate only for informal meetings. c. most effective in meetings and presentations to small groups. d. most effective in meetings and presentations to large groups.
c. most effective in meetings and presentations to small groups.
"I really messed up that presentation yesterday. Next time, I will let Emilia do all the talking. I do not have anything to contribute anyway." This is an example of: a. problem solving. b. critical thinking. c. negative self-talk. d. feedback
c. negative self-talk
When an employer allows money to be set aside for future medical expenses, this money is: a. taxed when the money is withdrawn. b. taxed at a lower rate as long as it is used for medical expenses. c. not taxed as long as it is used for medical expenses.
c. not taxed as long as it is used for medical expenses.
According to Alan Murray of The Wall Street Journal, a manager ________ and ________, while a leader ________ and ________. a. motivates, inspires / organizes, coordinates b. Neither answer is correct. c. organizes, coordinates / motivates, inspires
c. organizes, coordinates / motivates, inspires
Human relations skills are abilities that allow one to interact with others effectively. These skills are sometimes called: a. institutional skills. b. empathy. c. people skills.
c. people skills.
An online scam that uses messages that look like those from legitimate financial institutions and requests credit card numbers or other personal information is called: a. spying. b. spamming. c. phishing. d. None of the answers are correct.
c. phishing.
The benefits of making a team presentation include all of the following except: a. having two or more people deliver parts of the presentation. b. making team members available during the seminar to assist the groups. c. setting short time limits on the working groups. d. having more than one speaker bring experience/expertise to the presentation.
c. setting short time limits on the working groups.
All of the following have an impact on how your coworkers and outsiders view your professionalism except: a. appearance. b. speech. c. sexual orientation. d. conduct
c. sexual orientation
A plan of action for achieving a goal is a: a. policy. b. mission. c. strategy. d. priority
c. strategy
The worry and anxiety you feel when you react to pressure is called: a. interference. b. accountability. c. stress.
c. stress
When taking responsibility for an error or mistake that you or your company has made, you should: a. not admit to being wrong because that could damage your company's reputation. b. solve the problem quickly but not apologize for the error. c. take the time to determine what went wrong and how you can prevent the same mistake in the future. d. All the answers are correct.
c. take the time to determine what went wrong and how you can prevent the same mistake in the future.
According to the text, all of the following are examples of interference except: a. demands from other people. b. your own impulses to waste time. c. taking time off to go on a vacation.
c. taking time off to go on vacation
If your work is too complicated to rely on an outbox, a __________________ may help to keep track of things. a. vicarious file b. virtual file c. vertical file
c. vertical file
According to the text, businesses typically create yearly budgets and may break down these plans into: a. bi-monthly budgets. b. semi-annual budgets. c. weekly budgets.
c. weekly budgets.
According to the text, as an administrative assistant you should know all the following except: a. which matters to refer to someone else. b. which matters to handle yourself. c. when to pick up the laundry for your boss.
c. when to pick up the laundry for your boss.
Kais works in the front office and is always polite to everyone. He thanks people and is quick to apologize if he thinks he has caused offense. These are examples of: a. good manners. b. the golden rule. c. business etiquette. d. All the answers are correct
d. All the answers are correct
A business can be organized as a: a. sole proprietorship. b. partnership. c. corporation. d. All the answers are correct.
d. All the answers are correct.
A webinar: a. enables the presenter to conduct question-and-answer sessions with participants. b. does not provide the same degree of interaction as a web meeting. c. is a seminar presented over the World Wide Web. d. All the answers are correct.
d. All the answers are correct.
According to the text, when setting objectives for a strategic plan, the objectives might be to: a. evaluate the accomplishment of objectives for the current year. b. determine responsibility for carrying out all objectives. c. establish objectives and timelines for the next year based on the organization's three-year strategic plan. d. All the answers are correct.
d. All the answers are correct.
Attire for a presentation: a. should be selected several days before the presentation. b. is typically a suit and tie for a man. c. should be comfortable. d. All the answers are correct.
d. All the answers are correct.
For a team presentation: a. not all team members need to speak during the presentation. b. all team members should be present and available to answer questions. c. all team members should review the feedback and discuss ways to improve. d. All the answers are correct.
d. All the answers are correct.
When reviewing mail for the executive: a. check any calculations or dates that appear in the correspondence. b. make a note of missing enclosures. c. attach a copy of any documents referred to in the correspondence. d. All the answers are correct.
d. All the answers are correct.
Which of the following statements about character is correct according to the text? a. Our decisions and actions become habits. b. Our habits contribute to our reputation. c. Decisions, actions, and habits make up character. d. All the answers are correct.
d. All the answers are correct.
Which statement about personal behavior outside work is correct according to the text? a. People's personal and professional lives are completely separate. b. Companies cannot require their employees to take drug tests. c. Employees cannot be fired for doing something illegal in their personal lives. d. None of the statements are correct.
d. None of the statements are correct.
Which of the following is a source of values? a. Parents b. Classmates c. The media d. All are sources of values.
d. all are sources of value
Another term for administrative professional is: a. secretary. b. office manager. c. administrative associate. d. All the answers are correct.
d. all the answers are correct
Diversity in the workforce includes: a. race. b. physical ability. c. sexual orientation. d. All the answers are correct.
d. all the answers are correct
When greeting a visitor in your office, you should do all the following except: a. use the person's name. b. greet the person graciously. c. ask "how can I help you?" d. ask "what do you want?"
d. ask "what do you want?"
A work group established for an ongoing purpose is a: a. commission. b. task force. c. project team. d. committee.
d. committee.
All of the following steps are used by effective problem solvers except: a. evaluate the solution. b. collect information. c. identify the problem. d. do not seek input from others.
d. do not seek input from others
All of the following are guidelines that should be followed when creating slides except: a. one slide for every 2-3 minutes of presentation. b. do not crowd the text or images on the slides. c. include a title on each slide. d. do not use contrasting colors for the text or slide background.
d. do not use contrasting colors for the text or slide background.
John is eating lunch with his supervisor and three other high-level managers. He is finished with his meal. What should he do? a. Signal to the waiter to take his plate b. Put his napkin on his plate c. Put his knife and fork diagonally across his plate d. Gently push his plate away from him
d. gently push his plate aware from him
A major part of planning is establishing: a. a short-term tactic. b. a long-term plan. c. a pointed strategy. d. goals and objectives
d. goals and objectives
As an employee, you owe your employer hard work, loyalty, and: a. patience. b. appropriate dress. c. competence. d. goodwill
d. goodwill
When you are planning a presentation and you have a choice of when to speak, you should consider all of the following except: a. listeners are most alert mid-morning. b. presentations should be kept short if speaking at breakfast. c. using low lights right after lunch may not be good. d. humor should be used in presentations if speaking at dinner.
d. humor should be used in presentations if speaking at dinner.
An executive's responsibilities related to a meeting: a. include determining the seating arrangement. b. All the answers are correct. c. do not include determining the resources needed to meet the meeting objectives. d. include setting the objectives.
d. include setting the objectives.
All of the following are advantages of remote conferences except: a. savings in travel time and costs, including meals and hotel rooms. b. it is a presentation tool that can be broadcast simultaneously up to hundreds of recipients. c. bringing people together who have expertise in a number of different areas with a minimum of effort. d. less spontaneity among individuals because of a structured environment.
d. less spontaneity among individuals because of a structured environment.
According to the text, when considering purchasing a multifunction machine, be aware of all of the following except: a. space availability. b. capability and cost. c. downtime. d. manufacturing country.
d. manufacturing country.
On casual Fridays, Fujiko can wear: a. whatever she wants. b. all her facial jewelry. c. tight clothes since she has been working out and is very trim. d. None of the answers are correct
d. none of the answers are correct
A business executive who is traveling to a foreign country needs a(n): a. All the answers are correct. b. itinerary. c. airline e-ticket confirmation. d. passport.
d. passport.
In the communication process, a sender is a: a. person who receives a message. b. means by which a message is sent. c. communication barrier. d. person who transmits a message.
d. person who transmits a message.
Jobs in hospitality, tourism, medicine, government, education, and insurance are classified as jobs in the ________ sector. a. commercial b. private c. manufacturing d. service
d. service
If it is your responsibility to order items and request payments, review all the related documents carefully except: a. invoice. b. a purchase requisition. c. purchase order. d. transfer voucher.
d. transfer voucher.
When communicating on the phone, you should always: a. meet the caller's attitude with the same attitude. b. get through the call quickly. c. let the call go to voicemail. d. use a pleasant tone.
d. use a pleasant tone.
Self-employed administrative assistants who work from a home office and provide off-site assistance to clients are called ________ assistants. a. office b. online c. off-site d. virtual
d. virtual
T/F: A U.S. passport card can be used for land, air, and sea travel between the United States and Mexico, Canada, Bermuda, and the Bahamas.
false
T/F: A balance sheet is a financial document that shows the income, expenses, and profit or loss of an organization for a given period of time.
false
T/F: A complete message expresses ideas in as few words as possible without being abrupt.
false
T/F: A local area network is not considered a telecommunication tool.
false
T/F: According to the text, Wal-Mart is an example of a business with core values.
false
T/F: An advantage of a remote conference is that there are more opportunities for effective brainstorming on issues.
false
T/F: An effective leader is someone who leads by direction and fiat.
false
T/F: An ethical company has disrespect for the law.
false
T/F: An example of an intrinsic motivator is the opportunity for advancement.
false
T/F: An incentive plan that provides a variety of awards after the accumulation of a certain number of mileage points is called a company reward plan.
false
T/F: Being critical and being a critical thinker are the same thing.
false
T/F: Casual listening is used to hear, understand, and offer feedback that shows you have understood a message.
false
T/F: Controlling your emotions in either personal or work relationships is not very important.
false
T/F: Demographics include characteristics such as age, gender, and race but not income level.
false
T/F: During the presentation, you do not need to observe the nonverbal feedback from the audience.
false
T/F: Ethical breaches may be the result of ignorance or carelessness.
false
T/F: Everyone reacts to stress the same way.
false
T/F: Examples of external communication barriers do not include uncomfortable seating or noise.
false
T/F: Few administrative professionals have an inbox and outbox on their desks because they are no longer useful tools.
false
T/F: Few executives travel to other cities for business purposes.
false
T/F: For employees who need careful guidance in their work, the pacesetting leadership style is appropriate.
false
T/F: Gross pay is final earnings after taxes and other deductions are made.
false
T/F: Having a strong work ethic usually means avoiding contact with other workers.
false
T/F: If a supervisor asks an administrative professional to do something that is not part of the job description, it is acceptable to refuse.
false
T/F: Individuals in a heterogeneous group have similar backgrounds and experiences.
false
T/F: It is acceptable to go outside company guidelines when trying to solve a problem for a difficult customer.
false
T/F: Joining professional organizations will take time away from your primary job and possibly hurt your career.
false
T/F: Laws and ethical standards are the same thing.
false
T/F: Lower-level managers are not involved in planning.
false
T/F: Minutes of a meeting should contain a verbatim record of all meeting discussions.
false
T/F: Most office cultures are casual.
false
T/F: Only employees who have direct contact with external customers need a customer service focus.
false
T/F: Pitch is an attribute of voice that conveys the attitude or emotional state of the speaker.
false
T/F: Planning is what you want to achieve with the message.
false
T/F: Procrastination of tasks that you dislike will lead to higher completion rates for tasks you do like.
false
T/F: Rehearsing your presentation in a room similar to the one where you will give your presentation is not important.
false
T/F: Reverse order should be used for messages that give negative news or that attempt to persuade the reader.
false
T/F: Storing data in related tables increases redundant data and allows you to create queries and reports that show data from several related tables at once.
false
T/F: The cost for mailing items by international mail does not depend upon the weight and delivery time.
false
T/F: The last step in problem solving is to implement the solution.
false
T/F: To be successful in conflict resolution, you should seek to win.
false
T/F: Tone is an attribute of sound that can be described as high or low.
false
T/F: Usually you cannot help an abusive customer until he or she is escorted from the premises by security.
false
T/F: Versatility and adaptability are tremendous liabilities.
false
T/F: Web mail is electronic communication sent and received by two or more people who are connected to a network at the same time.
false
T/F: When a supervisor wants you to solve a problem on your own, you should not ask questions.
false
T/F: When asking for assistance, it is more polite to give a directive to the person you are asking.
false
T/F: When the items arrive, there is no need to check the packing slip to make sure that all items listed on the slip are in the package as the shipper has done that.
false
T/F: When you are dealing with customers, the best principle to follow is that the customer is always right.
false
T/F: When you are having a business lunch, it is appropriate to place your cell phone on the table so you can answer important calls.
false
T/F: When you cannot solve a caller's problem, you should put the caller on hold while you try to find someone who can help.
false
T/F: While your boss is traveling, it is not necessary for you to check his/her calendar for appointments that may need to be cancelled.
false
T/F: With perpetual transfer, active records are transferred to inactive status at the end of a stated time.
false
T/F: You should never eat or drink at your desk.
false
T/F: A cash flow statement is a financial document that shows incoming and outgoing cash for a given period.
true
T/F: A company that handles payments to employees, taxes, and related functions for other businesses is called a payroll service.
true
T/F: A company that offers advice and makes arrangements for trips for clients is a travel agency.
true
T/F: A computer virus is a program designed to infect, destroy, or interfere with computer operation.
true
T/F: A database is a collection of records about one topic or related topics.
true
T/F: A generation ago, a high school diploma was considered enough prior training for beginning administrative professionals.
true
T/F: A leader who delegates is able to get more accomplished.
true
T/F: A purchase requisition is a document that shows items requested and an approval to make the purchase.
true
T/F: Abbreviated names of companies and professional organizations are usually keyed in capital letters with no periods and no spaces between the letters.
true
T/F: According to Peter Drucker, writing, reading, listening, and teaching are means of self-development.
true
T/F: Airline tickets may be charged directly to the organization, or the traveler may pay and be reimbursed by the company.
true
T/F: An audio conference differs from other telephone conversations, in that it involves more than two people in at least two locations.
true
T/F: An electronic whiteboard scans images drawn or written on it, and the images can be uploaded to a computer for editing or printing.
true
T/F: An employee is an example of a stakeholder.
true
T/F: As an administrative professional, most of the time your goal in giving a presentation is to inform your audience.
true
T/F: As an administrative professional, you will be expected to learn new skills based on what you already know.
true
T/F: As an employee, you may receive a paycheck or simply a pay stub that documents an automatic payroll deposit.
true
T/F: Boards generally provide oversight through committees that deal with specific aspects of the business.
true
T/F: Business practices can differ greatly from country to country.
true
T/F: Communicating simple goals and deadlines is often overlooked, and employees are left trying to ascertain what a leader wants.
true
T/F: Companies are replacing higher-salaried executive assistants with lower-paid administrative professionals.
true
T/F: Customer problems can have benefits for organizations.
true
T/F: Customer service is defined as the ability of an organization to consistently give customers what they want and need.
true
T/F: Dishonesty at work is a common ethical problem.
true
T/F: Disposition of records you create or receive will be at your discretion for some records and according to company policies for other records.
true
T/F: Do not abbreviate compass directions when they are part of an address.
true
T/F: Effective customer service involves learning how to handle conflict.
true
T/F: Effective leaders not only act to solve problems that arise but also look for situations and events that might create problems and try to prevent them from occurring.
true
T/F: Electronic records may be created automatically by a system such as an automated order system.
true
T/F: Even though technology use is growing, the traditional face-to-face meeting is still common.
true
T/F: External customers who are not satisfied with the service they receive are likely to give you one more chance to make it right.
true
T/F: File transfer protocol (FTP) is a method of transferring data from one computer to another.
true
T/F: Five core values that many people share are honesty, fairness, respect, responsibility, and compassion.
true
T/F: For a team presentation, all members should review the feedback and discuss ways to improve.
true
T/F: Good leaders get to know the people with whom they work.
true
T/F: Greeting people appropriately is an important courtesy in the office.
true
T/F: If you order online, the items may be charged to a company credit card or the company's account with the vendor.
true
T/F: In order to receive reimbursement for travel funds, you must present an expense report.
true
T/F: Interruptions are potential time wasters that are often difficult to control.
true
T/F: It is much easier to communicate with a group of people by selecting the groups rather than individual email addresses.
true
T/F: Jet lag is the feeling of exhaustion following a flight through several time zones.
true
T/F: Leaders often overlook the task of communicating simple goals and deadlines to their employees.
true
T/F: Many companies have adopted the idea of servant leadership.
true
T/F: Mid-volume copiers can produce approximately 25 to 60 copies per minute.
true
T/F: Network and web-based software used for workplace collaboration is commonly called groupware.
true
T/F: Nonverbal communication includes facial expression, gestures, and body language.
true
T/F: Nonverbal communication is sending a message without spoken or written words.
true
T/F: Office managers often adjust workloads and change job responsibilities to keep things running efficiently.
true
T/F: One way of building your accountability quotient is by making deadlines a priority.
true
T/F: Payroll taxes include federal income tax, Social Security tax, and Medicare tax.
true
T/F: People often judge the quality of someone's work based on that person's appearance.
true
T/F: People rely on their personal values when making ethical decisions.
true
T/F: People with more self-confidence are better able to accept change in the workplace.
true
T/F: Proofreading is not reviewing and revising a message to improve its form and content.
true
T/F: Protecting confidentiality can be a legal requirement.
true
T/F: Screencasting means recording the activity on your computer screen, capturing both video and audio.
true
T/F: Self-discipline is developing an attitude of habit and making yourself do what needs to be done.
true
T/F: Staff meetings are common within organizations.
true
T/F: The World Clock website gives times for locations around the world.
true
T/F: The ability to use word processing or spreadsheet software is an example of a technical skill.
true
T/F: The adjusted check register balance and the adjusted bank balance should be the same amount.
true
T/F: The closing paragraph of a message builds goodwill or offers an alternative solution.
true
T/F: The cloud (a remote network of servers that provide a service or run applications) is another term for the Internet.
true
T/F: The envelope should be retained when a letter has no return address.
true
T/F: The meeting leader should tell participants the outcomes that are expected for the meeting.
true
T/F: The opening should immediately get the audience's attention and preview your message.
true
T/F: The temptation to work unethically can come when you are overworked.
true
T/F: To record appointments, meetings, assignment due dates, and reminders, you should use a planner.
true
T/F: Travelers should check the entry requirements for a foreign country before every trip as changes may occur.
true
T/F: Use the closing to summarize what you want the audience to remember or to ask them to take some action appropriate for the goal of the presentation.
true
T/F: Useful records are those needed for the smooth, effective operation of the organization.
true
T/F: When you are planning an international meeting, remember to consider the differences in time zones.
true
T/F: While staff meetings are common in organizations, project team meetings are not.
true
T/F: Writing tasks include organizing the material, developing an opening, developing a strong body, and preparing an appropriate conclusion.
true
T/F: You or the recipients of the record may use the information it contains to answer questions, make decisions, compile data, or complete other activities.
true
T/F: Your employer expects you to use your critical-thinking skills.
true
T/F: Your introduction should help establish that you are a credible speaker.
true
