Career Readiness System

After listening to the director tell Destiny that she should have completed an incident report, Destiny realizes she still doesn't know why. What should Destiny say next?

"Can you tell me more about the expectations for filling out incident reports?"

Which response indicates that Tommy is actively listening?

"Claudia, I don't think I understand. Can you tell me more about how an automatic payment process would solve this problem?"

Mia is working on a number of projects at work. Mia's supervisor asks her to help plan and set up a company event. Which response demonstrates effective assertiveness?

"I'll be glad to help with the event, but I'll need some help with my other tasks."

Devon is upset with Ariel because she signed off on a project and delivered it to the client without asking him first. He knows that if he doesn't discuss this with Ariel, he'll probably be angry for a while. What should Devon say to Ariel?

"I'm upset because I was expecting to see the project before you sent it to the client."

A request for a process change was brought up at Dawn's team meeting on Tuesday. Below are the responses from each member of her team. Which responses demonstrate an adaptability mindset? (Select ALL that apply.)

"This sounds like a challenge but I think we could learn something." "It will be different, but I think we can find a way to make it work."

Arrange the steps in the decision making process in order.

1. Identify the problem. 2. Collect information. 3. List possible actions. 4. Analyze the actions. 5. Choose and solution and act.

Which is the BEST way to describe a diverse workplace?

A diverse workplace includes and celebrates many different kinds of people.

When the customer picked up her clothes from Sammy's, she was frustrated because the dress had not been hemmed. What MOST LIKELY caused the problem?

A lack of communication prevented the seamstress from knowing about the request.

Select each instance in which the Equal Employment Opportunity Commission will protect a person from discrimination:

A pregnant woman who is fired when she reveals she is pregnant, because her boss wants to replace her with someone who won't request maternity leave. A Muslim man who must stop his work to pray three times a day. A homosexual man who is denied a promotion even though his test scores qualify him for it.

Why do you think this team is NOT effective? Choose the BEST answer.

A team member is focused on individual needs instead of the team's needs.

Bianca keeps the team involved and focused, even when making unpopular decisions. Which skills does she demonstrate? (Select ALL that apply.)

Ability to create as shared vision Good relationship with others.

What is the BEST response to change in the workplace?

Accept and adjust to the change

Why is having a growth mindset important in the workplace? (Select ALL that apply.)

Accepting challenges leads to innovation and growth. Improving your skills is personally fulfilling. Open communication creates more effective teams.

How has Alex improved as a team member? Choose the BEST answer.

Alex is more dependable.

When faced with change at work, it's MORE valuable to

Approach it as an opportunity.

Michael works in a hospital as a licensed nurse. Occasionally, there are days when only a few patients are on his floor. On these days, he spends extra time with his patients and organizes supplies in the nurses' station. What else could Michael do to be an effective team member and develop his leadership skills? (Select ALL that apply.)

Ask the other nurses for feedback on what the team needs to get done. Finish the online tutorial for the new patient portal so he understands how it works. Shadow the lead nurse to see how she efficiently submits medical orders.

What is the BEST way for Renata's team to approach this project?

Assign each team member his or her individual responsibilities, line up the tasks in order of completion and assign time for each.

Which behaviors does Bonnie show? (Select ALL that apply.)

Avoidance Pettiness Anger

Lelia notices that her colleague Babak is behaving differently at work. He no longer eats lunch with their team, arrives later than usual, and only responds with a "yes" or "no" in conversations. She communicates with Babak to learn more about what is going on with him. The purpose of Lelia's message is to

Connect with Babak

Jonah recently spoke with his manager at the plant about what he needs to do to be promoted to shift leader. His manager told him he needs to improve his personal organization skills. Jonah agrees. What should he do next?

Create a plan.

What benefits of diversity did Darrell fail to take into account when selecting his team? (Select ALL that apply.)

Diversity provide a variety of viewpoints. Diversity opens new business opportunities.

Julie is tired and hungry and doesn't feel like she can handle this situation very well. What should she do?

Excuse herself and ask her coworker, Bob, to help her handle the customer.

What should Teshawn do when greeting Silvia?

Extend his hand to shake her right hand even though it's a prosthetic hand.

How did Clara and Shweta benefit from working together? (Select ALL that apply.)

Feeling supported Feeling empowered Finishing the assignment faster Learning a new skill

Imagine that you are the team leader and sitting in this meeting. What should you do first?

Guide the discussion to refocus the team on the goal.

Alex is not an effective team member. Why? (Select ALL that apply.)

He is not dependable. He is not accountable.

How did Edwin improve his writing? (Select ALL that apply)

He made the message more clear. He made the message more correct.. He made the message more conversational.

On Kelsey's first day at her new job she asked her supervisor, "How would you like me to communicate with you?" Kelsey was MOST LIKELY gathering information about

Her supervisor's communication preferences.

Which steps in the decision making process has Yuri completed? (Select ALL that apply.)

Identify the problem Collect information List possible actions

Which challenge are Chris and Fatima MOST LIKELY experiencing?

Implementing a shared vision

Maria woke up Monday morning with a fever. She needs to tell her supervisor she is sick and will not be at work on Monday. The purpose of the message is to

Inform her supervisor

Making a good decision

Is a choice and a process.

What can you conclude about the age difference between Tom and Asa?

It should be valued and celebrated.

Janina's supervisor, LeVar, has a habit of asking her, "Do you understand what I'm saying"? each time he gives her instructions. LeVar has just given Janina the following instructions, "Please ask George to call me as soon as he finishes the consultation with the client in Denver." What can Janina do to show LeVar that she understood his instructions?

Janine can say, "Got it. You'd like me to get George to call you as soon as he finishes his meeting with the Denver client."

Which diverse strategy is Rogerio suggesting the sales team consider? Choose the BEST answer.

Learning about cultural differences.

What is the BEST way for Linda to approach Keisha?

Linda should meet with Keisha in person to discuss the job transfer offer.

What is causing the problem between Lisa and Angie?

Lisa does not realize Angie is also her customer.

Using a pro/con list will (Select ALL that apply.)

Make your trade-offs clear. Organize your thoughts.

Is Taylor an effective speaker?

No, Jordan did not understand the message.

Victor has been expecting a call from an important client. The client just called five minutes ago and the receptionist mistakenly informed her that Victor was not in the office. Victor was counting on that call because the sales commission would have been substantial. Victor is extremely angry so he begins to write an email to the receptionist to let him know about the mistake he's made. Is this a good idea?

No. Victor should wait an hour and then approach the receptionist about his mistake.

What can Nil do to become a more effective team member?

Provide constructive feedback

What did Jojo do to show that she is an effective member? (Select ALL that apply.)

She helped others even when she was busy. She included others. She socialized with others. She respected others even when a mistake was made.

What did Pam do to show that she is an effective team member?

She helped others.

What makes Carol an asset to her team? (Select ALL that apply.)

She knows her strengths as a team member. She responds to a sensitive situation with respect and support. She uses her strengths to help another team member.

What should you do when a customer provides negative feedback? (Select ALL that apply.)

Thank them for their feedback. Actively listen and ask a follow up question. Ask them how you can make it better.

Below are a few popular sayings about customers. Select ALL of the statements you think are true.

The customer is always right.

What is the problem this team needs to solve?

The team needs a plan to handle their tournament responsibilities.

In this video, a member of this team improved her teamwork. How will this change MOST LIKELY benefit the team? (Select ALL that apply.)

The team will get more work done faster. The team will empower each other and learn from each other. The team will achieve their common goal.

How did Blake and Alex manage a resolution? (Select ALL that apply.)

They identified each person's concerns. They determined a win-win solution. They ended on a positive note.

Which explains why Jamal's team was successful? (Select ALL that apply.)

They turned a problem into an opportunity. They learned a new, valuable process. They improved their customers' experience.

Which of these steps would have MOST LIKELY helped Jorge's team make a better decision? (Select ALL that apply.)

To identify the information they were uncertain about before taking action To create a list of possible alternative actions to take To collect more facts about the cost including time, effort, and impact

Imagine you are the team leader on your next work project. Which leadership skill do you want to improve the most?

Vision setting

Cecile works at an electronic store. She sees a man walk into the store who is blind, and she is not sure how she should address him. What should Cecile do?

Walk up to the man and introduce herself.

How could this employee treat the customer better? (Select ALL that apply.)

Welcome the customer. Say a friendly hello. Offer to help the customer. Smile and make eye contact. Use the customer's name, if possible.

What are the first questions that Phil and Brenda should think about individually? (Select ALL that apply.)

What exactly am I upset about? What would be a successful outcome for each of us? Could the other person have had good intentions that I'm not taking into account?

Choose the best of the following observations to begin constructing your feedback for Kelsi.

When I see that you haven't taken your lunch on time... I feel anxious... because I value your teamwork and don't want you to get in trouble... Would you be willing to set a timer for 11:50 to remind you to get ready for lunch?

Read the following possible courses of action and decide which is the BEST way to handle the situation and which is the WORST way to handle the situation.

Which is the BEST way to handle the situation? Ask your supervisor if you can meet with your team to get more input. Which is the WORST way to handle the situation? Give up on the activities because you do not want to add more stress.

Read the following possible courses of action and decide which is the BEST way to handle the situation and which is the WORST way to handle the situation.

Which is the BEST way to handle the situation? Bring your team together to identify ways to cut the budget. Which is the WORST way to handle the situation? Ask the leadership team to identify budget cuts for your department.

Read the following possible courses of action and decide which is the BEST way for Marcos to handle the situation and which is the WORST way for Marcos to handle the situation.

Which is the BEST way to handle the situation? Talk to co-workers and begin to look for solutions. Which is the WORST way to handle the situation? Leave the office and go for a walk whenever he gets upset.

Read the following possible courses of action and decide which is the BEST way for Nadia to handle the situation and which is the WORST way for Nadia to handle the situation.

Which is the BEST way to handle this situation? Ask her supervisor to clarify the instructions for the task. Which is the WORST way to handle this situation? Ignore the request and pretend she forgot about the task.

Read the following possible courses of action and decide which is the BEST way to handle the situation and which is the WORST way to handle the situation.

Which is the BEST way to handle this situation? Contact your supervisor for assistance Which is the WORST way to handle this situation? Ignore the behavior of the upset employee.

Read the following possible courses of action and decide which is the BEST way to handle the situation and which is the WORST way to handle the situation.

Which is the BEST way to handle this situation? Meet with the employee to talk about new menu items. Which is the WORST way to handle this situation? Avoid discussions about changing the menu.

Is Jordan an effective listener?

Yes, he asks clarifying questions to show he's listening.

Pedro has found that he does not agree with many of Juanita's views. As soon as she makes a suggestion, he begins making a mental list of reasons why her suggestions should not be implemented. This is an example of

combative listening

Which factors MOST LIKELY contribute to Chen and Johan's communication problem? (Select ALL that apply)

emotional interference communication style

Which barriers to communication MOST LIKELY contributed to the misunderstanding in this story? (Select ALL that apply)

previous experience cultural background

Which actions would MOST LIKELY to help Mike become an active learner and a more effective teammate? (Select ALL that apply.)

set learning goals instead of attempting to avoid mistakes. ask for feedback from his manager during his first repair to see how it's going ask his teammates for help when he encounters a problem during the repair

An effective speaker does NOT

talk the majority of the time