Microsoft/LinkedIn Administrative Skills Cert

The Read and Recall method consists of taking a quick note after each chapter. T/F?

True

You should read a paragraph completely before highlighting any part of it. T/F?

True

What skill is vital to the success of administrative professionals and entrepreneurs? a. All of these answers b. Event planning c. Time management d. Customer service

a. All of these answers (Event planning; Time management; Customer service) Many of the skills that you develop as an administrative professional are also applicable to entrepreneurs. Consider using the skills you have acquired to create new income streams or to pursue your personal interests

You pick up a note to yourself that is unprocessed. Which questions should you ask about this? a. All of these answers b. What will I do with it? c. When should I do it? d. Where is its home?

a. All of these answers You should always ask what, where, and when for unprocessed notes (What will I do with it? When should I do it? Where is its home?)

What is a best practice to protect your schedule if someone makes a request for your time? a. Ask for the request through email b. Always say yes. You can reallocate your time accordingly later c. Ask for the request by phone d. Always decline at first. If you determine later that you have time, then alert your coworker

a. Ask for the request through email Asking for an email allows you to see if this time will conflict with your schedule... and whether the person is truly committed to asking you

You are responsible for planning the annual sales meeting. Under your guidance, your employees have made airline arrangements, but the hotel has still not been booked. In your role as project manager, how will you move the planning along? a. By compromising and negotiating b. By using the authority of your executive c. By emphasizing the importance of the hotel booking

a. By compromising and negotiating These are important because the people responsible for the hotel might have other projects they need to finish

You're concerned that processing is going to take too much of your time. What should you do? a. Commit to the recurring processing schedule. By processing this way, you will be more focused and actually save time overall b. If it takes too long, you can just skip it one week c. You can do the rest of the techniques in the course, and skip processing d. Don't worry. Once you get your gathering points to zero, you won't have to do this anymore

a. Commit to the recurring processing schedule. By processing this way, you will be more focused and actually save time overall Most people spend two to three times as much time processing when they are unfocused

What is the first step in having well-organized electronic files? a. Consistency in file naming b. Having a four-digit-year, two-digit-month, and two-digit-day dating system c. Having folders within folders d. Having a system for designations, such as draft, ready for approval, and approved

a. Consistency in file naming This makes it easier for both you and anyone who needs access to locate the correct files

How should you file financial documents? a. Create a yearly set of twelve files, one for each month, and file documents into the corresponding month b. Put everything in a shoebox to reduce time spent filing c. In a locked filing cabinet d. Alphabetically by company name

a. Create a yearly set of twelve files, one for each month, and file documents into the corresponding month This will make filing your income taxes much easier for the year

Which professional organization provides certification as a Certified Administrative Professional? a. IAAP b. ASAP c. SHRM

a. IAAP The International Association of Administrative Professionals offers certification and professional development opportunities

You've narrowed your approved gathering points to eight. You just can't seem to reduce it any further. What happens now? a. Just keep going with the course. A couple of extra gathering points isn't a deal-breaker b. You must have six or fewer gathering points by the end of this section. You should start the course over c. You've failed this section of the course d. Keep going over and over the inventory until you fix it

a. Just keep going with the course. A couple of extra gathering points isn't a deal-breaker Six or less gathering points is ideal, but not absolutely required

How do you start managing sideways? a. Learn as much as you can about the entire organization you are working in b. Understand the authority you possess for managing people at your own level c. Avoid relationships with people you might have to manage d. Delegate as much work as possible to your colleagues

a. Learn as much as you can about the entire organization you are working in This broadens your perspective, makes you more valuable to your boss, and shows you can make informed decisions

Which guidelines should you follow when taking notes in a "mind map" style? a. Make sure your note-taking reflects the way in which the information is structured b. Make sure any sequential instructions are correctly labeled c. Write complete sentences so you can quote the speaker later d. All of these answers

a. Make sure your note-taking reflects the way in which the information is structured

Why is it important to understand that you are in charge of your own career management? a. No one else knows your vision the way you do b. No one else knows your interests the way you do. c. No one else knows your experience the way you do.

a. No one else knows your vision the way you do Your career should continually move toward your vision, not a vision someone else created for you

What is positive networking? a. Offering to share your expertise when given the opportunity b. Restricting your networking to people you feel are a positive influence c. Utilizing social media and attending networking events d. Seeking out people to network with

a. Offering to share your expertise when given the opportunity When you show you are willing to give and not just receive, your networking will be more meaningful and you will be more credible

You have several emails you need to respond to in your inbox. What is the recommended way to process them? a. Open one at a time. Process it just as you would a physical inbox by asking what, when, and where. Then, open the next email and repeat b. Mark the emails as "unread" so you remember to respond to them c. If emails get to be too old, just delete them. If it's important, the other person will email you again d. Respond to all emails immediately

a. Open one at a time. Process it just as you would a physical inbox by asking what, when, and where. Then, open the next email and repeat You can empty your email box completely, and still know which emails need a response

You're processing a digital note page from a team meeting. It contains both notes about what was discussed, and an action item for yourself. What should you do? a. Process the action item. File the meeting notes b. Email your notes to someone else so they can deal with it c. Leave it in the notepad d. File it away for future reference

a. Process the action item. File the meeting notes Notepages have mixed information, so be sure to take action when needed, and file any information that is important

What is the best way to send large files to others? a. Save them to a cloud location and email a link b. Send them through an email attachment c. Print out and hand-deliver the files

a. Save them to a cloud location and email a link This will save a lot of space that attached files can take up

One of your coworkers is making obvious mistakes. This is odd because you've always thought of her as very intelligent and capable. What is a likely reason for this behavior? a. She is switch-tasking b. She procrastinated c. She is incompetent d. She is working overtime

a. She is switch-tasking Even highly intelligent and capable people tend to make mistakes when switch-tasking

What is included in a standard Cornell note-taking page? a. Subject matter, main points, detailed notes, summary b. Subject matter, detailed notes, action items, summary c. Subject matter, detailed notes, stakeholders, summary d. Detailed notes, main points, summary, action items

a. Subject matter, main points, detailed notes, summary

Why might you organize community service projects for your team? a. To provide networking opportunities within the community b. To establish channels for sharing valuable information c. To ensure access to resources

a. To provide networking opportunities within the community The projects will enhance the important connection between your company and the community

In what situation is emotional intelligence most important? a. When you are under pressure, such as meeting a deadline b. When you are unsure about your awareness of emotions c. When you feel negative emotions coming out d. When you are having a counseling session with a direct report

a. When you are under pressure, such as meeting a deadline When pressure is high, you need to bring high energy and positive emotions

How can you tell the difference between switch-tasking and background-tasking? a. While switch-tasking, your attention literally switches from one task to the next. Back-tasking doesn't require this switching b. All multitasking is the same c. Exercising while listening to music is an excellent example of switch-tasking, whereas reading a report during a video conference is an example of back-tasking d. You will be more productive with switch-tasking, but not with back-tasking

a. While switch-tasking, your attention literally switches from one task to the next. Back-tasking doesn't require this switching If a task requires your full attention, then you can't perform another task at the same time without switch-tasking

As an administrative support professional, what must you always keep in mind regarding customer service? a. You are your customer's first contact with the company b. You need to know which areas of the company you can transfer customer calls to c. You will be called on to return phone calls from customers to your executive

a. You are your customer's first contact with the company Because of this, the experience customers have with you will shape how they feel about your company

You've completed the gathering point inventory, and you have six checkmarks. How will you use this information? a. You should have numbers, not checkmarks. You will need to go back and count the number for each type gathering point b. It doesn't really matter how many gathering points you have c. Six checkmarks are a good sign d. You can skip this section of the course because your number is so low

a. You should have numbers, not checkmarks. You will need to go back and count the number for each type gathering point Gathering points consist of physical places where stuff collects. You can have multiple points in each type listed in the inventory

The best way to learn from this course would be to _____. a. pause the video and try out the methods directly b. take written notes on a notepad c. take a mental note d. teach it to someone else

a. pause the video and try out the methods directly Learning time management requires personal, hands-on experience

You have a conflict with a client's proposed meeting time. After you respond to the email suggesting a new time, what should you do? a. Begin preparing for the meeting with your client b, Create a scheduled reminder to check to see if the client has responded to your email c. Give it some time. They'll likely get back to you soon d. Schedule the meeting in your calendar with the time you proposed

b, Create a scheduled reminder to check to see if the client has responded to your email This is especially true if the meeting is very important

If you intend to be an administrative professional, which bachelor's degree should you consider? a. A BA in business b. A BA in management c. A BA in office administration

b. A BA in management You can show knowledge in delegating work, planning, and understanding financial information, beyond that of a basic business degree

Which piece of technology should every administrative support professional have? a. A digital voice recorder app b. A desktop label writer c. Two computer monitors

b. A desktop label writer All administrative support professionals should have this technology to quickly make labels for file folders and envelopes

You earned such a high level of trust that your executive sees you as a confidant and advisor. Which action should you take when you want to be considered a confidant, rather than an advisor? a. Remain calm in periods of stress and chaos b. Act as nonjudgmental as possible c. Restrict access to your executive

b. Act as nonjudgmental as possible Remaining in a neutral position lets you hear completely what your executive is confiding in you about

Once you have entered into a trusting partnership with your executive, how should you go forward in the partnership? a. Negotiate a compromised work style that suits both of you b. Adjust your work style to the needs of your executive c. Share everything with your executive

b. Adjust your work style to the needs of your executive This tells your executive you are a willing partner and will help in every way you can

Which statement about authentic leaders is true? a. They are not focused on perfection b. All of these answers c. They ask for input and advice from those around them d. They look for alternative solutions in difficult situations

b. All of these answers (They are not focused on perfection; They ask for input and advice from those around them; They look for alternative solutions in difficult situations) Authentic leaders are well-rounded and the principles of authentic leadership should be your standard

What is a wildcard gathering point? a. A gathering point that doesn't play by the rules of processing b. Any kind of gathering point that you need for your unique situation c. An outdoor gathering point d. A floating gathering point - one day it could be your pockets, the next it could be your car

b. Any kind of gathering point that you need for your unique situation Each profession comes with a set of personalized requirements. That's where this gathering point comes in handy

What question should you ask when checking your email? a. How much detail should I provide in my response? b. Can this wait until my scheduled processing time? c. Am I going to worry about this all day? d. Why am I receiving this email?

b. Can this wait until my scheduled processing time? Unless it's urgent, save it for processing

Lijean has the ability to possess all the Seven Cs of Executive Presence, but she is unsure of herself. If this is the case, which "C" does she need to improve on? a. Composure b. Confidence c. Connection d. Credibility

b. Confidence Simple things, such as posture, a voice with good volume and pace, and a professional wardrobe, can give Lijean confidence

When you are practicing good self-care and maintaining a healthy work/life balance, how should you spend your non-work time? a. Doing things you have time for b. Doing things you are best at c. Doing things that will advance you d. Doing things that are the most relaxing

b. Doing things you are best at Doing things you are best at helps you avoid frustration and stress during your non-work time, which is vital

What should you do with an unresolved task in your mind? a. Determine whether it's important b. Gather it into an approved gathering point c. Put it on a 3x5 card d. Immediately process it

b. Gather it into an approved gathering point Get in the habit of clearing your mind by using gathering points

What will help you regain large amounts of time? a. Add more gathering points b. Have fewer gathering points c. Have fewer hobbies d. Get more sleep

b. Have fewer gathering points By consolidating the number of gathering points, you can cut down your processing time and switching cost

Every morning before you start work, even on the days you know will be stressful, you write down five things you are thankful for. Which coaching technique are you utilizing? a. Keeping a daily journal b. Having an attitude of gratitude c. Using positive self-affirmations d. Finding affirming statements and quotes

b. Having an attitude of gratitude This helps you confirm that even when you are dealing with important issues, there is always something to be thankful for

Curt, one of your direct reports, came into your office and began insulting you. What is the first step in addressing this lack of respect? a. Have a response plan in place b. Listen to what Curt has to say c. Keep the outburst between Curt and yourself d. Match your tone to Curt's tone

b. Listen to what Curt has to say Curt might not be aware of his tone. Also, you may be able to find the underlying reason for Curt's behavior and address it

Of the various apps available to administrative support professionals, which app uses a large canvas that allows you to pan and zoom to emphasize different parts of a presentation? a. TripIt b. Prezi c. Hootsuite d. OneDrive

b. Prezi This app provides you with capabilities beyond PowerPoint

What would you tell someone who thinks processing is difficult and time-consuming? a. Tell them that it's not for everyone b. Remind them that processing is about making decisions, and they were already doing that before this course started c. Tell them that you can start and stop processing in several short sessions throughout the day so that it's not overwhelming d. Tell them you can go faster if you handle two or three items at once

b. Remind them that processing is about making decisions, and they were already doing that before this course started You were already processing before this course. You were just doing it in an unfocused way, which made it more difficult and time-consuming

A project needs some research, and you've delegated it to someone else. You're not sure what the next project action item will be until the research is done. What should you do? a. Put the project file on the bottom of your inbox b. Schedule a task reminder for yourself that you're waiting on some research c. Give the entire project file to the other person, so it's not cluttering up your desk d. File the project away

b. Schedule a task reminder for yourself that you're waiting on some research Waiting for someone to respond is a type of action step

If you still need to gather items from outside your office, what should you do? a. Put all the large items that you find into one large box and small things in a smaller box b. Schedule an appropriate amount of time in your calendar to gather items from other locations c. Put each thing you find in its own area, and deal with them over the course of the next few weeks d. Get to it when things slow down and you have more time

b. Schedule an appropriate amount of time in your calendar to gather items from other locations For larger areas, you will need about an hour per room

How can training and development strengthen connections with your employer? a. They help you gain confidence to perform your job b. They are an indication of your employer's investment in you c. They pave the way to promotions d. They strengthen your skills in your weaker areas

b. They are an indication of your employer's investment in you In turn, when you feel valued in this way, you are inclined to do even more on a daily basis

Why do some people miss out on the benefits gained by delegating work? a. They will not delegate confidential work b. They feel they are the only ones who can perform the work c. They do not trust the abilities of their direct reports d. They fear their executives will perceive them as being lazy

b. They feel they are the only ones who can perform the work Fortunately, this bad habit is one you can easily work on and remove from yourself

How would you categorize the following statement during a SWOT analysis? "A similar company has opened in our town." a. Weakness b. Threat c. Opportunity d. Strength

b. Threat

Many administrative support professionals cross out an hour or two on their daily calendar. Why would they do this? a. To set aside time to handle important matters b. To set aside time to work on priority items c. To set aside time when they can be available for someone to approach them d. To set aside time for meetings with executives

b. To set aside time to work on priority items They need to set aside this time, closed-door if possible, to focus on priority tasks and not allow interruptions

What are the three fundamental questions to ask yourself when processing an item? a. Can someone help me? Why do I have so much to do? What is this thing? b. What is the next step? When will it be done? Where is the item's home? c. Should I do it now? Should I do it later? When should I do it? d. Should I file this away? Should I throw this away? Should I stuff this in a drawer?

b. What is the next step? When will it be done? Where is the item's home? Get in the habit of asking yourself these questions with every item you process. Repeat until these questions become second nature to you

How does pursuing excellence differ from perfectionism? a. When you pursue excellence, you produce quality outputs and are not questioned. b. When you pursue excellence, your goal is to exceed expectations c. When you pursue excellence, you want to continually edit your work. d. When you pursue excellence, you set a level of high expectations.

b. When you pursue excellence, your goal is to exceed expectations This means just what it says: exceed expectations by doing even more, and do not try to be perfect

You've always used a paper calendar. Based on this course, what should you do now? a. You can use both a digital planner and a paper planner at the same time b. While there are some disadvantages to using a paper calendar, you can still make it work if that's your preference c. Use a digital calendar app that automatically syncs with your paper calendar d. You'll need to toss your paper planner and get the most popular digital one immediately

b. While there are some disadvantages to using a paper calendar, you can still make it work if that's your preference If you do decide to use a paper calendar, make certain it shows the hours of the day so you can budget your time

Is it difficult for Focus Masters to effectively teach others to be more organized? a. It's not difficult. They just need to tell others to "Do it my way" b. Yes, they typically have a hard time explaining how to be organized c. No, they just don't want to take the time to explain it d. It would be very difficult to teach since it's such a complex topic

b. Yes, they typically have a hard time explaining how to be organized Since Focus Masters have little issue with organization and productivity, they find it difficult to explain it to others who struggle

What is the purpose of establishing a "finish time" in your day? a. You are less productive b. You are forced to make smarter decisions about how you're using your time c. You increase your stress levels d. Your success and efficiency at work will likely suffer

b. You are forced to make smarter decisions about how you're using your time The time constraint will encourage you to explore ways to work smarter and more productively

What does "processed" mean? a. You've stored it in a gathering point b. You know what to do with the item, when to do it, and where it belongs afterward c. You've filed it away in its home d. You've thought about what to do with an idea

b. You know what to do with the item, when to do it, and where it belongs afterward When you take gathered items and decide what, when, and where, you've processed it

How will you benefit the most from a well-organized work area? a. You will show your executive that you are competent and capable b. You will be better able to perform your duties c. You will be setting a good example for others

b. You will be better able to perform your duties When you are well-organized, you save time, are more efficient, and have less stress

What is the most likely result if you talk on the phone while also handling email? a. You'll be more concise in your communication b. Your stress will increase, you're likely to make obvious errors, and you'll be less productive c. You'll get both tasks done in a shorter amount of time than doing them individually d. You'll have time to write additional emails during your day

b. Your stress will increase, you're likely to make obvious errors, and you'll be less productive Trying to complete these two tasks at the same time (switch-tasking) will slow you down while also increasing your stress level

How often should you schedule a time to use the mental triggers list to clear out all the unresolved to-do items and tasks that have accumulated in your head? a. Once a day b. Once an hour c. About once a quarter d. Just once (no need to repeat)

c. About once a quarter While the frequency of clearing your mind is up to you, every three months works best for most people

What is recommended to support active listening? a. Gently interrupt to help the speaker bottom-line his statement b. Take notes on all topics discussed to ensure you don't miss anything c. Ask clarifying questions d. Set your cell phone on vibrate

c. Ask clarifying questions

All of the following are ways to consolidate multiple voicemail accounts, EXCEPT: a. Eliminate the need for voicemail by having it forward as an audio attachment in an email b. Delegate the responsibility of checking all voicemail to an assistant c. Check your office voicemail when you are at home d. Set your work phone to forward to your cell phone if the call isn't answered

c. Check your office voicemail when you are at home This does not help you consolidate voicemail accounts. The goal is to check one place for all voicemail, not to have a separate office voicemail that you check from home

A company-wide email was sent regarding a colleague who just receive a promotion. You want to congratulate your colleague through an email. How should you do this? a. Use the Reply All option to the email that was initially sent b. Use the Reply option to respond to the initial email that was sent c. Directly email the person you wish to congratulate

c. Directly email the person you wish to congratulate Directly emailing the person you wish to congratulate is the best practice since your comments will only go to this person

Because a coworker is suddenly ill, your boss needs you to give a presentation on a subject you are not familiar with. What is the most important thing for you to do? a. Practice for the presentation b. Rely on an in-depth set of PowerPoint slides c. Do as much research as possible on the topic d. Ask your boss for as much information as possible

c. Do as much research as possible on the topic Researching the topic both shows initiative and will improve your presentation invaluably

How do you achieve maximum results during the limited amount of time you have at work each week? a. Work fewer hours b. Just do your job, since all your activities are valuable and expected of you c. Focus most of your time on your most valuable activities (MVAs) d. Work more hours

c. Focus most of your time on your most valuable activities (MVAs) By focusing on your most valuable activities (MVAs), you can significantly increase the value of your results

To keep your mind uncluttered with to-dos, what should you do? a. Only work to remember to-dos that affect your work b. Hire someone else to accomplish your list of to-dos c. Have a mind-clearing system ready at a moment's notice d. Work on the to-do the minute you are tasked with it

c. Have a mind-clearing system ready at a moment's notice Get in the habit of putting your to-dos into an approved gathering point

Which option relates more to vision than branding? a. How you interact with others b. How committed you are to maintaining your brand c. How you center yourself d. How you differentiate yourself from others

c. How you center yourself Writing down who you are and where you want to go is the first step in creating your vision

You notice Paolo is responding to emails while he is on vacation. Why would you suggest he avoid doing this? a. The time Paolo spends doing work during his free time takes away from the downtime he needs. b. Working during his free time sends a message that Paolo was not able to get all his work done, which is a bad message to send. c. If Paolo makes a habit of doing work during his free time, management will start expecting it from him. d. If Paolo thinks that working during his free time will show he is a dedicated employee, he may end up very disappointed.

c. If Paolo makes a habit of doing work during his free time, management will start expecting it from him Working during his time off sets an expectation that Paolo will always be available on days off

Why is the way you dress important for your success? a. It shows you know how to spend your money wisely b. It displays your interest in the position you already have c. It displays your interest in the position you want to have d. It shows your employer you are willing to follow company guidelines

c. It displays your interest in the position you want to have When you dress for the position you want to have, you are seen as having done your research and you are ready for the position

On her first day as an administrative support professional, Salama noticed signs of a work area with low morale. What must Salama consider before she starts trying to improve morale? a. Salama can offer suggestions to her executive, but it is not her responsibility to increase morale in the workspace b. Leadership is ultimately responsible for the morale of their employees and managers c. It is the responsibility of everyone who works in the space to keep the energy positive and promote optimism

c. It is the responsibility of everyone who works in the space to keep the energy positive and promote optimism Because this is true, it will help Salama share her positivity with her direct reports and coworkers

Why is self-awareness vital when it comes to coaching others? a. It lets you become a better active listener when others are talking to you. b. It lets you be aware that certain people frequently come to you, rather than consulting with someone else. c. It lets you develop a higher level of emotional intelligence when it comes to others

c. It lets you develop a higher level of emotional intelligence when it comes to others You have to know who you are and how you handle your emotions and behaviors to understand the emotions and behaviors of others

How much time should you budget for your top two most valuable activities (MVAs)? a. Just spend as much time as you can on your MVAs. No need to create a budget for them b. All of it. If you don't spend 100% of your time in MVAs, you're falling short c. It's up to you, but try for at least 40% of your time to start d. Create a budget that splits your total time evenly between your two top MVAs

c. It's up to you, but try for at least 40% of your time to start Set aside a reasonable amount of time for you. Trying for 40% would be a good target

How large should your physical inbox be? a. A legal-sized tray b. A letter-sized tray c. Large enough so that it never overflows d. As small as possible

c. Large enough so that it never overflows The size of the inbox will vary on your position and work needs. However, it should always be large enough that it doesn't overflow

What should you use your time budget calendar for? a. Processing b. Scheduling project work c. Planning your ideal day and week d. Scheduling appointments

c. Planning your ideal day and week Think of it as your bank that's only for time

Which of the following should be included in a project plan's "Risk" section? a. Project tasks that have not been completed b. Milestones whose due dates have been missed c. Potential solutions for identified problems d. None of these answers

c. Potential solutions for identified problems

You are taking minutes for your corporation's board of directors meeting. How does this relate to the concept of ownership? a. The minutes will detail the individuals responsible for follow-up action items b. The minutes will show your ownership of recording what occurred in the meeting c. The minutes will detail the motions and votes by each director d. The minutes will hold directors responsible if they are absent from the meeting

c. The minutes will detail the motions and votes by each director Minutes record the "ownership" of directors on positions they take in the board meeting

What is MISSING from the following action item: "Complete marketing plan by July 30."? a. The time of day for completion b. The list of stakeholders c. The person(s) responsible d. All of these answers

c. The person(s) responsible

What is the role of barometers in your career management planning? a. They identify the goals that will define success for you b. They are what career coaches see in you c. They help you assess who you are d. They test the waters for available job opportunities

c. They help you assess who you are Barometers include your weaknesses, your emotional intelligence quotient, and your personality type, or things that make up who you are

What's the best way to communicate an emergency? a. Tell your team to knock on your door b. Create a thread in all your apps for emergencies c. Use one messaging app for true emergencies and set clear expectations on what qualifies a. Check your apps in between scheduled times just for emergencies

c. Use one messaging app for true emergencies and set clear expectations on what qualifies Using one app for true emergencies will ensure your team can reach you while minimizing unnecessary interruptions

Tom's social media site has numerous photos of him with an outlaw motorcycle gang. Although it is Tom's personal site, is this something his boss should be concerned about? a. No, because Tom's personal life should not be any of his boss's concern b. Yes, if Tom's photos include any type of law-breaking c. Yes, if Tom includes his company name and position on his profile

c. Yes, if Tom includes his company name and position on his profile When an employee posts this type of information on social media, it represents the company and would very much be the boss's concern

How can being a subject matter expert help you in managing up? a. You can use your previous experience to do the best job you can as a support professional b. You set yourself up as an expert on any problems that pass your boss's desk c. You can use your previous experience to suggest solutions to your boss

c. You can use your previous experience to suggest solutions to your boss Your boss, or your boss's direct reports, will be very appreciative for providing this practical experience

What is necessary for establishing a strong working relationship with your boss? a. You must understand your boss's position in meetings. b. You must understand the various pressures your boss is under. c. You must understand your boss's priorities d. You must understand your boss's personality.

c. You must understand your boss's priorities Only if you know these priorities can you spend your time moving your boss's agenda forward

As an administrative support professional, what will most likely happen when you "dissect the issue" of your caller? a. You will gain the caller's trust. b. You will have the information you need to update your boss. c. You will find the caller does not need your boss at all d. You will know the next steps the caller can take

c. You will find the caller does not need your boss at all If you dissect the issue and determine what the caller needs, you will often find there is someone better who can help

You set a goal to increase the daily output of calls to customers by 25%. Under the SMART goals format, what is missing? a. Your goal is not Results-Focused b. Your goal is not Specific c. Your goal is not Time-Bound d. Your goal is not Measurable

c. Your goal is not Time-Bound You did not specify a time in which you will reach the goal of increased calls to customers

You find a note in your inbox reminding you to send a brief email to a customer in about three to four weeks. Which of these is the best way to process it? a. Put the note back in your to-do pile and look at it again in three weeks b. Email the customer as soon as possible and throw away the note after you've sent the email c. Schedule a future calendar appointment that lasts thirty minutes. File the note away d. Add a task reminder for the likely best date and time that you will complete the task. Then, throw away the note

d. Add a task reminder for the likely best date and time that you will complete the task. Then, throw away the note By moving this to your task list, you'll easily complete the task at the time specified

Recently promoted, you now have a small group of direct reports under you. How can you be the best manager in this situation? a. Assist your direct reports when they fall behind on projects or when deadlines are tight b. Include your direct reports in the larger vision of the organization c. Act like the type of boss that you would appreciate working under d. All of these answers

d. All of these answers (Assist your direct reports when they fall behind on projects or when deadlines are tight; Include your direct reports in the larger vision of the organization; Act like the type of boss that you would appreciate working under)

Which guidelines help ensure effective brainstorming? a. Focus on quantity b. Combine and improve ideas c. Withhold judgment d. All of these answers

d. All of these answers (Focus on quantity; Combine and improve ideas; Withhold judgment)

What do you read during the Overview step of the Multiple Reading Process? a. Headings b. Subheadings c. Bold-faced words d. All of these answers

d. All of these answers (Headings; Subheadings; Bold-faced words)

What question can you ask yourself to gauge a customer's satisfaction after a customer service encounter? a. Did the customer seem happy with the interaction? b. Did the customer buy from your company again? c. Did the customer give a good review to your executive? d. Did the customer get what they need?

d. Did the customer get what they need? This serves as the best gauge because when a customer calls, they first and foremost have a problem and need a solution

Why is it unnecessary to subcategorize emails? a. Most emails should be deleted. The remainder can live in your inbox b. Email categorization can be buggy c. It IS necessary. Without categorization, you'll lose important emails and waste time d. Email clients usually have powerful search engines to help you find archived messages

d. Email clients usually have powerful search engines to help you find archived messages Simply knowing a few keywords and typing them in will usually help you locate an archived email

What is the best principle for organizing items in your workspace? a. Out of sight, out of mind b. Homes are temporary. Migrate things later c. Process it or put it in the trash d. Everything has a home; no visitors allowed

d. Everything has a home; no visitors allowed Designating specific homes for certain items keeps your life organized

A new idea pops into your head. When should you put it in an approved gathering point? a. At the scheduled time b. Whenever you have a free minute c. During your processing time d. Immediately

d. Immediately By putting the idea into the gathering point immediately, you'll keep your mind clear to focus on the current task

What is an essential element in your quest to become more productive and master time management? a. Use the latest time management software b. Find a manager who is open to micromanaging c. Get at least 8-10 hours of sleep each night d. Keep a strong motivation in mind

d. Keep a strong motivation in mind Remembering your personal motivation will help when you feel challenged by this course

What is the most common outcome of processing properly? a. You'll feel like you have nothing to do b. You'll have a long list of task reminders c. You'll have a full calendar d. Most of your tasks will either be done now or scheduled on the calendar sometime in the future

d. Most of your tasks will either be done now or scheduled on the calendar sometime in the future For most people, the majority of tasks will usually fall into either the "under 5 minutes" or "more than 15 minutes" category

How do you keep from being distracted by unresolved issues you've written in your paper notepad? a. Use of a digital notepad is better so you don't get distracted by previous notes b. Put a big checkmark by all the items you've finished c. Write your general notes and your action items on separate pages d. Rip out all your daily notes and put them in your inbox

d. Rip out all your daily notes and put them in your inbox By creating a blank slate each day, you won't be tempted to multitask or be distracted by previous notes

What is an example of effective calendar scheduling? a. Book back-to-back appointments to be efficient b. Make a mental note and then schedule when you get to your office c. Double-book yourself in case one appointment falls through d. Schedule buffer time for travel and unexpected interruptions

d. Schedule buffer time for travel and unexpected interruptions Using buffer time will keep your stress levels down, and it's a more effective way to schedule appointments

Your company is going through a change that will affect the jobs of many employees. Even though it is employees who will be affected, why is it vital to communicate constantly with your executive? a. So you can offer your perspectives on the change b. So you do not leave the impression of being uncaring c. So you can understand the reason for the change d. So you do not miss something you may need to react to

d. So you do not miss something you may need to react to Events happen rapidly during a change, and you need to constantly communicate so you do not miss any important details

You've learned about the six recommended gathering points. What should you do next? a. Make sure you have both a physical and a portable inbox. The rest can wait b. Make certain that you understand how to use each gathering point c. Calendar a future date to decide on your personal gathering points d. Stop now and decide on gathering points for your unique situation

d. Stop now and decide on gathering points for your unique situation It's best to decide on your gathering points before going forward with the rest of the course

How do you use a "Perhaps List?" a. Put things on a "Perhaps List" so you can essentially forget about them. b. Use your "Perhaps List" as a laundry list of everything you've ever considered doing. c. Your "Perhaps List" is a place for unrealistic ideas to go and die. d. Use a "Perhaps List" to record ideas that you're not yet fully committed to so you can consider them later

d. Use a "Perhaps List" to record ideas that you're not yet fully committed to so you can consider them later The point is to say, "not now," but still leave yourself open to doing it in the future

When it comes to decision-making, when should you solicit feedback and input from reliable sources? a. When you have not learned the subject matter sufficiently b. When you are nervous about making a decision c. When your boss is not supportive d. When it is appropriate to do so

d. When it is appropriate to do so For example, it might not be appropriate if the decision is on a confidential matter

What should you AVOID doing when taking notes during a meeting? a. Focus on keywords and phrases b. Leave space under a phrase or keyword so you can fill in details later c. Use abbreviations to save time d. Write complete sentences so you can quote the speaker later

d. Write complete sentences so you can quote the speaker later

When processing your inbox, you find the assembly manual for a bookshelf you just put together. You also have a digital file of this manual on your computer. What's the ideal way to handle this situation? a. Keep the physical manual but delete the digital file because it's redundant b. Get rid of them both c. Keep them both. You never know when you'll need them in the future d. You can toss the paper copy but keep the digital copy

d. You can toss the paper copy but keep the digital copy For physical items, the rule of thumb is "when in doubt, throw it out." For digital items, it is "when in doubt, keep it." Since you still have the bookshelf, there is a slight chance you may need the manual again

What is a best practice for using a notepad to improve your time management? a. You should never put general notes in your notepad. It should only be used for action items b. You should think of your notepad as another portable inbox c. You should select a notepad with letter-sized paper so you have more room to write d. You can use a notepad as a flexible gathering point for both ideas and action items

d. You can use a notepad as a flexible gathering point for both ideas and action items You don't have to try to remember ideas and action items when you carry a notepad wherever you go