Emotional Intelligence 2018-2019

"After writing your personal vision, what must you do to achieve it? A. Commit to your vision through hard work and dedication. B. Put your vision in a safe space and look at it again in five years. C. Get the highest-paying job that you can find out of high school. D. Spend all of your free time working on self-improvement." "

" "A Commit to your vision through hard work and dedication. Your personal vision will not become a reality unless you work hard to achieve your goals. Putting your vision in a safe place and looking at it again in five years will not help you achieve your vision. Instead, you should place your vision in a place where you will see it often. Getting the highest-paying job you can find out of high school may help you save money, but it will not necessarily help you achieve your vision. You should be strategic when deciding what career path to pursue, making sure that it aligns with your vision. You do not need to spend all of your free time on self-improvement—you can still have hobbies and spend time doing things that you enjoy while pursuing your personal vision. SOURCE: EI:063 SOURCE: LAP-EI-064—Picture This! (Determining Personal Vision)"

"Which of the following statements is true regarding stakeholder expectations: A. Each group of stakeholders has different needs and expectations. B. Stakeholder expectations are always financially driven. C. All stakeholders want to exert authority over employees. D. Stakeholder expectations always come second to customer needs." "

" "A Each group of stakeholders has different needs and expectations. Stakeholders are people who are affected by a project's or business's success or failure. The needs and expectations of different groups of stakeholders depend on the individual perspectives of those stakeholders. Stakeholder expectations are not always financially driven. All stakeholders do not necessarily want to exert authority over employees; furthermore, employees are stakeholders. Stakeholder expectations do not always come second to customer needs; customers are stakeholders, and their expectations are considered alongside other stakeholders. SOURCE: EI:113 SOURCE: MacLellan, M. (2013, December 17). Defining, understanding, and meeting the needs of stakeholders. Retrieved September 19, 2017, from http://www.londonschoolofmarketing.com/blog/bid/360192/Defining-understanding-and- meeting-the-needs-of-stakeholders"

"Often, people can creatively resolve a conflict by A. brainstorming. B. debating. C. deciding. D. mediating."

"A Brainstorming. Many people use brainstorming to come up with ideas to resolve conflicts. Brainstorming is a creative-thinking technique involving the identification of as many different ideas as possible during a certain time frame. Debating is disagreeing. Deciding is choosing among alternatives. Mediating is a process that involves asking a neutral third party to help resolve a conflict. It is not considered a creative solution. SOURCE: EI:015 SOURCE: LAP-EI-007—Stop the Madness (Conflict Resolution in Business)"

"Why is it important for team members to feel a sense of ""ownership"" and engagement in the vision? A. It's the only way they will become committed to it. B. Leaders cannot force compliance from them. C. They cannot be creative otherwise. D. They are responsible for determining the vision." "

" "A It's the only way they will become committed to it. It's difficult to get people excited about a vision they don't really feel a part of. But when that vision is shared by the whole team, each member can feel personally invested in its success. Leaders may be able to force cooperation or compliance for a certain amount of time, but this will only result in low employee morale and, in the long run, will do nothing to further the vision. Only when team members feel the vision ""belongs"" to them as much as to the rest of the team or organization will they become truly committed to it. Team members are not necessarily responsible for determining the vision, and they may be talented creatively even if they are not fully committed. SOURCE: EI:060 SOURCE: LAP-EI-060—Vision Quest (Enlisting Others in Vision)"

"Ryan keeps a list of his goals to remind himself of what he's working toward. Which tip for smart goal setting is Ryan following? A. Putting goals in writing B. Tying goals to a timetable C. Making goals specific D. Making goals difficult but possible" "

" "A Putting goals in writing. By keeping a list, Ryan has put his goals in writing. This makes them seem more solid and real, giving Ryan greater motivation to work toward them. Ryan is not necessarily tying his goals to a timetable, making his goals specific, or making his goals difficult but possible. SOURCE: EI:027 SOURCE: LAP-EI-027—High Hopes (Developing an Achievement Orientation)"

"Managers are more likely to be able to persuade employees to follow new procedures if the managers have A. organizational skills. B. credibility. C. enthusiasm. D. self-motivation." "

" "B Credibility. Credibility is believability. If employees believe what managers are saying, they are more likely to be persuaded to do what the managers want them to do. Managers develop credibility by always being truthful with employees. As a result, employees often like and trust managers who are credible and, therefore, are willing to follow their instructions. Having organizational skills, enthusiasm, or self- motivation does not necessarily mean that managers will be able to persuade employees. SOURCE: EI:012 SOURCE: LAP-EI-121—Win Them Over (Persuading Others)"

"Which of the following activities is an example of preparing before attempting to sell an idea: A. Explaining solutions to audience needs B. Determining the details of your idea C. Overcoming objections from the audience D. Affirming the audience's decision to ""buy""" "

" "B Determining the details of your idea. Before you can ""sell"" your idea to others, you need to solidify the details and specifications of your proposal so that you can fully explain your idea to your audience. Explaining solutions to audience needs, overcoming objections, and affirming the audience's decision to ""buy into"" your idea are all steps in the selling process that come after doing advance preparation. SOURCE: EI:108 SOURCE: LAP-EI-108—Do They Buy It? (""Selling"" Ideas to Others)"

"Ali wants to negotiate with her boss to take on more job responsibilities. Before approaching her boss, Ali needs to determine her boss's position and A. abilities. B. interests. C. standards. D. procedures." "

" "B Interests. The key to successful negotiation is to focus on interests. Interests are the things that you and the other party want or need. You must consider the other party's interests as well as your own. Ability is a skill someone uses to perform a task through knowledge, training, and practice. When negotiating, one party may not necessarily know the other party's skills. Standards are specifications or statements that are used as a basis for comparing or judging goods or services. Procedure refers to the step-by-step process someone follows when performing a specific task. SOURCE: EI:062 SOURCE: LAP-EI-062—Make It a Win-Win (Negotiation in Business)"

"Businesspeople who respect the unique customs and habits of their foreign customers are exhibiting A. communication skills. B. stereotypical behavior. C. cultural sensitivity. D. language differences." "

" "C Cultural sensitivity. Culture is the customs, habits, and traditions of a particular group of people. The way that different people interact with one another is an expression of their culture. Businesspeople need to be sensitive to the fact that their foreign customers may have unique customs such as bowing when they greet rather than shaking hands. They should accept these customs and try to make their foreign customers feel comfortable. Businesspeople who behave in this manner are showing respect for other customs and habits and are exhibiting cultural sensitivity. Communication skills are abilities to express yourself clearly and simply. Stereotypical behavior involves acting in a manner that conforms to a set image. Language differences occur when people speak different languages. SOURCE: EI:033 SOURCE: LAP-EI-011—Getting to Know You (Cultural Sensitivity)"

""Yes, you'll save money instantly" is an example of a statement with A. threatening language. B. an impersonal message. C. persuasive words. D. body language." "

" "C Persuasive words. ""Yes, you'll save money instantly"" uses several persuasive words. It is also directed to the person you're speaking with, instead of being an impersonal message. This statement does not demonstrate body language or threatening language. SOURCE: EI:012 SOURCE: LAP-EI-121—Win Them Over (Persuading Others)"

"Which of the following is a characteristic of a self-confident leader: A. S/He has the ability to share a vision. B. S/He is truly invested in the work team. C. S/He is decisive, even in uncertain circumstances. D. S/He demonstrates empathy." "

" "C S/He is decisive, even in uncertain circumstances. Self-confidence is a positive belief in your own talents, skills, and objectives. Self-confident leaders are decisive, even in uncertain circumstances. Being invested in the work team is a characteristic associated with responsibility. Demonstrating empathy is a characteristic associated with emotional intelligence. The ability to share a vision is a separate leadership characteristic. SOURCE: EI:009 SOURCE: LAP-EI-016—Lead the Way (Concept of Leadership)"

"Which of the following is an action of a person who is fair: A. Gets her/his own way all the time B. Balances her/his needs with those of others C. Pursues vengeance D. Makes sure no one takes away her/his rights"

"B Balances her/his needs with those of others. A person who is fair balances her/his personal needs with the needs of others. Fairness doesn't mean that we always get what we want. No one gets her/his own way all the time. Fairness is making sure that one person doesn't always win out over the other. Fairness also means pursuing justice rather than vengeance. People who are fair protect their rights, but not at the expense of others. SOURCE: EI:021 SOURCE: LAP-EI-021—Make the Honor Role (Acting Responsibly)"

"Julio is starting a new business, and he has formed relationships with several successful local business owners. Which of the following is the best way to leverage these relationships to help his own business succeed: A. Gaining inside marketing information B. Persistently asking those business owners to invest in his company C. Attending trade shows and conferences to make new connections D. Sharing those businesses' content on social media" "

" "D Sharing those businesses' content on social media. One way to leverage business relationships is to show other businesses how your business can provide value to them. Sharing content on social media helps show the businesses that Julio is willing to promote their content to others. In exchange, those businesses will be more likely to promote Julio's content in the future. Persistently asking those business owners to invest in his company might irritate the business owners and tarnish Julio's relationships with them. Attending trade shows and conferences to make new connections is a great way to build new relationships, but not necessarily to leverage existing relationships. Gaining inside marketing information from the other businesses is not necessarily ethical and would likely damage these business relationships in the long run. SOURCE: EI:116 SOURCE: Craig-Hart, S. (2016, November 1). 5 ways to help develop and leverage powerful business relationships. Retrieved September 19, 2017, from https://smartsimplemarketing.com/5- ways-to-help-develop-and-leverage-powerful-business-relationships"

"The future that you desire to create is known as a A. mission statement. B. goal. C. prediction. D. vision." "

" "D Vision. Vision is the future you desire to create. A goal is an objective or want that you plan to fulfill. A prediction is a forecast made about the future. A mission statement is a brief summary of what a business owner wants a business to be doing. SOURCE: EI:060 SOURCE: LAP-EI-060—Vision Quest (Enlisting Others in Vision)"

"Which of the following is a main cause of prejudice and discrimination: A. A lack of knowledge about a group of people B. Exposing yourself to new situations C. Openly discussing bias with others D. Naturally occurring differences of opinion "

"A A lack of knowledge about a group of people. If you are surrounded by those who are just like you, you may not understand people who are different. You may experience discomfort or even fear when you do encounter someone different, which can lead you to resort to prejudicial thinking. Exposing yourself to new situations and openly discussing bias with others can decrease prejudice and discrimination rather than causing it. Finally, naturally occurring differences of opinion might cause disagreements, but they do not cause prejudice and discrimination. SOURCE: EI:017 SOURCE: LAP-EI-139—Don't Jump to Conclusions! (Recognizing and Overcoming Personal Biases and Stereotypes)"

"Which of the following is a benefit of determining your personal vision: A. A personal vision can help you discover your purpose in life. B. A personal vision guarantees that you will achieve your dreams. C. A personal vision finalizes every aspect of your career path. D. A personal vision allows you to work less and accomplish more."

"A A personal vision can help you discover your purpose in life. Determining your personal vision can help you discover your true purpose in life—why you're here and what you're working toward. By understanding your purpose, you can live a more fulfilling and satisfying life. Having a personal vision does not guarantee that you will achieve your dreams, and it does not mean that you can work less and accomplish more. Achieving your personal vision will require hard work and commitment for many years. Your personal vision does not finalize any aspect of your life—you can make changes to your vision at any time. SOURCE: EI:063 SOURCE: LAP-EI-063—Picture This! (Determining Personal Vision)"

"What is the first step in accepting responsibility for a mistake that you made at work? A. Acknowledging your actions B. Developing an excuse C. Apologizing for causing problems D. Determining corrective action"

"A Acknowledging your actions. To accept responsibility for your actions, you must first acknowledge that you made a mistake or error in judgment. If you discover the mistake yourself, then you can advise your supervisor about the mistake and determine how to correct it. If someone else discovers the mistake, you should acknowledge what you did and take steps to correct it. Taking corrective action and apologizing for a mistake can only occur after the mistake has been recognized or acknowledged. Mistakes can be small and do not always cause major problems. When you accept responsibility for your actions, you don't provide excuses or blame others. SOURCE: EI:075 SOURCE: LAP-EI-075—It's Up to You (Taking Responsibility for Decisions and Actions)"

"Jack is the tour-guide training manager at Fort Niagara, a landmark in the United States near the Canadian border. To train the tour guides effectively, Jack needs to A. be enthusiastic and knowledgeable about the fort's history. B. clearly communicate expectations and rules to the tourists. C. plan entertaining activities for children and young adults. D. exhibit an optimistic attitude when debating world events."

"A Be enthusiastic and knowledgeable about the fort's history. Tour guide managers who work at landmarks should have a lot of knowledge about the historical facts and relevance of the landmarks. When they enthusiastically share their knowledge with tour guide trainees, the trainees are then able to communicate facts and answer tourists' questions correctly when they are guiding tours. Tour guides communicate tour rules and expectations to tourists. Jack's primary responsibility is to train tour guides rather than plan entertaining activities for children and young adults or debate world events. SOURCE: EI:090 SOURCE: Tran, L. (2018, June 24). Tour guide characteristics: What tour operators should look for when hiring. Retrieved September 12, 2018, from https://www.rezdy.com/blog/tour-guide- characteristics-every-tour-operator-should-look-for/"

"Being a good listener is an example of what type of behavior that builds positive working relationships? A. Being cooperative B. Carrying your own weight C. Maintaining distance from others D. Having a good attitude"

"A Being cooperative. Being a good listener is an example of being cooperative in the process of building positive working relationships. Being cooperative involves valuing the work of others as much as you value your own work. If someone needs help or is falling behind, you do your best to support him/her. This includes listening attentively when your coworker is communicating with you. Being a good listener is not an example of carrying your own weight or maintaining distance from others. It may go along with having a good attitude, but it is best as an example of being cooperative. SOURCE: EI:037 SOURCE: LAP-EI-037—Can You Relate? (Fostering Positive Working Relationships)"

"Which of the following is an example of a potentially unethical action associated with providing business information: A. Discussing specific product-development processes with external business sources B. Using passwords to limit employees' access to various types of business files C. Providing employees with information about business practices and expectations D. Implementing whistle-blowing procedures to report questionable workplace behavior"

"A Discussing specific product-development processes with external business sources. It is unethical to knowingly discuss private information. Employees who have knowledge of their employers' special processes or trade secrets should not discuss this confidential information with others. If a competitor gets the confidential information, it could be very costly to the business. Using passwords to limit access to confidential information, providing employees with guidelines for appropriate behavior, and implementing whistle-blowing procedures are ethical business actions. SOURCE: EI:038 SOURCE: FindLaw. (2018). Ten strategies for trade secret protection. Retrieved September 13, 2018, from https://corporate.findlaw.com/litigation-disputes/ten-strategies-for-trade-secret- protection.html"

"When a person is inspired, s/he is A. driven to take action. B. disengaged from work. C. uninterested and bored. D. likely to break the rules."

"A Driven to take action. When a person is inspired, s/he is driven to take action. An inspired individual is not disengaged from work, uninterested, bored, or likely to break the rules. In fact, inspired people are typically more engaged, enthusiastic, and excited about their work. SOURCE: EI:133 SOURCE: LAP-EI-133—A Force for Good (Inspiring Others)"

"Being enthusiastic about your job is an example of what type of behavior that builds positive working relationships? A. Having a good attitude B. Getting to know others on your work team C. Demonstrating courtesy and respect D. Being cooperative"

"A Having a good attitude. Being enthusiastic about your job is an example of having a good attitude in the process of building positive working relationships. A positive attitude on the job means many things, including being enthusiastic, being optimistic and cheerful, and refusing to grumble or complain. Being enthusiastic is not an example of getting to know others on your work team or being cooperative. It may go along with demonstrating courtesy and respect, but it is best as an example of having a good attitude. SOURCE: EI:037 SOURCE: LAP-EI-037—Can You Relate? (Fostering Positive Working Relationships)"

"After you've successfully "sold" your idea to an audience, your next step is to A. help your audience feel good about their decision. B. appeal to your audience's specific needs. C. conduct research on your idea's benefits. D. arm yourself with responses to objections."

"A Help your audience feel good about their decision. After you've successfully sold your idea, you need to make your audience members feel confident about their decision. You can do this by reiterating the benefits of your idea and complimenting your audience's willingness to take action. Conducting research, preparing responses to objections, and appealing to the audience's needs are all steps in the idea selling process that take place before affirming the audience's decision. SOURCE: EI:108 SOURCE: LAP-EI-108—Do They Buy It? (""Selling"" Ideas to Others)"

"Integrity is one of the most important traits for ethical leaders to develop because it A. is the foundation for other ethical principles. B. builds consistency in difficult situations. C. ensures they will avoid ethical dilemmas. D. challenges leaders to be more confident."

"A Is the foundation for other ethical principles. Integrity means adhering to an established set of personal ethics and sound moral principles. Integrity is perhaps the most important trait that an ethical leader can have because it is the foundation for many other principles, including respect, fairness, trustworthiness, and altruism. Integrity leads to positive relationships, loyalty, and stability. Integrity does not necessarily build consistency in difficult situations, ensure that leaders will avoid ethical dilemmas, or challenge leaders to be more confident. SOURCE: EI:131 SOURCE: LAP-EI-131—Be the Change (Nature of Ethical Leadership)"

"In business, economic downturns and technological changes are likely to cause businesses to A. make changes of their own. B. hire unskilled workers. C. expand their operations. D. resist beneficial changes."

"A Make changes of their own. Some outside changes create problems for businesses and make it necessary for them to make changes of their own. These may be changes in the organizational structure, workloads, or functions. Most successful businesses realize that change is a fact of life and that they should not resist changes that will benefit the company. Economic changes would only prompt the business to expand if the economic change is for the better. Technological changes would cause the business to hire more skilled workers with special training. SOURCE: EI:026 SOURCE: Quick Base. (2012, January 19). Being an adaptable leader is a new requirement. Retrieved September 15, 2017, from http://www.quickbase.com/blog/being-an-adaptable-leader-is-anew-requirement"

"Ethical behavior increases productivity and morale because it A. makes employees want to support the organization's mission. B. makes sure people are following the rules. C. leads to increased profits and more product sales. D. makes sure laws are never broken."

"A Makes employees want to support the organization's mission. When all people involved in a group behave ethically, it runs better. Productivity and morale are higher because everyone feels respected and wants to contribute to the success of the organization. They are likely to agree with and support the organization's mission. Ethical behavior does not necessarily ensure that people are following the rules. It also does not necessarily lead to increased profits and more product sales, although it can help make an organization more successful. While ethical behavior generally correlates with the law, it does not necessarily make sure that laws are never broken. SOURCE: EI:132 SOURCE: LAP-EI-132—Practice What You Preach (Modeling Ethical Behavior)"

"Cara hasn't met Joan, but she doesn't want to work with her. Cara believes that because Joan is an attractive blonde, she is probably dumb and won't do her share of the work. What does Cara need to learn about herself? A. Cara is a good judge of people. B. Cara stereotypes other people. C. Cara is open-minded and fair. D. Cara tolerates others' faults."

"B Cara stereotypes other people. A stereotype is a set image or an assumption about a person or thing. Stereotyping is believing that all the people in a particular group are alike or very similar. In this case, Cara believes that all blondes are dumb and lazy. She is not a good judge of people because her opinions of others are based on prejudice or bias. Stereotyping is often the result of a closed mind. It is unfair and creates problems for everyone because it makes people less tolerant of others. SOURCE: EI:017 SOURCE: LAP-EI-139—Don't Jump to Conclusions! (Recognizing and Overcoming Personal Biases and Stereotypes)"

"Planning ahead and estimating the time it will take to complete your tasks will help you to A. manage your work commitments effectively. B. learn how to procrastinate. C. improve your technical skills. D. reduce your workload. "

"A Manage your work commitments effectively. By planning ahead and determining how long it will take you to complete your tasks, you can better manage your commitments. Planning your work helps you to avoid scheduling too many activities that are close together, which may cause you problems in maintaining commitments. Planning your workload also reduces procrastination, which is putting tasks off until the last minute. Training and practice, rather than planning ahead, will help you to improve your technical skills. Planning ahead and estimating the time it will take to complete various tasks will not reduce your workload, but will help you work more efficiently. SOURCE: EI:077 SOURCE: Birkinshaw, J., & Cohen, J. (2013, September). Make time for the work that matters. Retrieved September 15, 2017, from https://hbr.org/2013/09/make-time-for-the-work-thatmatters"

"One benefit of assessing the long-term value and impact of your actions on others is helping you to act A. more ethically. B. on behalf of your business. C. in your own best interest. D. your age."

"A More ethically. One benefit of assessing the long-term value and impact of your actions on others is helping you to act more ethically (with integrity and honesty). Considering the needs of others is an important part of ethical behavior. Assessing the long-term value and impact of your actions on others won't necessarily help you to act on behalf of your business, in your own best interest, or your age. SOURCE: EI:137 SOURCE: LAP-EI-137—Choose for the Future (Assessing the Long-Term Value and Impact of Actions on Others)"

"What is the first step in the process of leading change? A. Show why the change is necessary. B. Communicate the change to everyone involved. C. Ask others to join you in leading the change. D. Put the change into action."

"A Show why the change is necessary. Showing why the change is necessary is the first step in the process of leading change. After you've proven the need for the change, you can ask others to join you in leading it, communicate the change to everyone involved, and put the change into action. SOURCE: EI:005 SOURCE: LAP-EI-022—Start the Revolution (Leading Change)"

"Assuming that all people of a certain nationality will work long hours for low pay is an example of A. stereotyping. B. discrimination. C. prejudice. D. harassment."

"A Stereotyping. A stereotype is a set image or an assumption about a person, a group of people, or a thing. Assuming that all people of a certain nationality will work long hours for low pay is stereotyping because it makes a judgment about a group as a whole rather than about individuals. Discrimination is unfair treatment of a person or a group based on the person's or group's characteristics. Prejudice is opinion or judgment that is based on feeling or hearsay, rather than fact. Harassment is any kind of behavior toward another person that is carried out for the purpose of annoying or threatening the individual. SOURCE: EI:017 SOURCE: LAP-EI-139—Don't Jump to Conclusions! (Recognizing and Overcoming Personal Biases and Stereotypes)"

"Zane is feeling overwhelmed about his stressful job. Which action should he take to manage his stress? A. Talk through the situation with a friend or coworker. B. Create an employee survey for his coworkers. C. Take on a greater amount of work. D. Skip work often so that he has time to relax."

"A Talk through the situation with a friend or coworker. Sharing your feelings with others is one way to manage stress. Holding stress inside doesn't make it go away—in fact, it usually just makes it worse. Talking through problems with a friend or trusted coworker can often reduce stress. Creating an employee survey is a way that employers can identify stress. Zane should not take on a greater amount of work or skip work often. SOURCE: EI:028 SOURCE: LAP-EI-025—Keep Your Cool (Stress Management)"

"Important considerations when identifying your personal vision are your A. values and aspirations. B. skills and natural resources. C. specific goals and income. D. logic and emotions."

"A Values and aspirations. Vision refers to the future you wish to create. A vision is a reflection of your values—what is important to you. A vision is also a reflection of your aspirations—your dreams and passions. Often, a vision begins with an abstract idea that is based on emotion rather than logic. After realizing or acknowledging a vision, then you should consider the resources (e.g., special skills and money) that you will need to carry out the vision, which involves setting goals to achieve the vision. SOURCE: EI:063 SOURCE: LAP-EI-063—Picture This! (Determining Personal Vision)"

"Which of the following comments by a supervisor is an example of destructive criticism: A. ""Try both methods and decide which works better."" B. ""You must be stupid if you don't know how to do that by now."" C. ""I would prefer that you do the job this way."" D. ""If you try to work when you have such a cold, you may give it to customers."""

"B ""You must be stupid if you don't know how to do that by now."" Destructive criticism not only points out mistakes but includes a personal attack on the individual. In this case, the supervisor has called the employee stupid, which is insulting. All of the other comments are examples of constructive criticism given to help an employee improve. SOURCE: EI:003 SOURCE: LAP-EI-015—Grin and Bear It (Using Feedback for Personal Growth)"

"Communicating with others is a good way to demonstrate fairness because it A. prevents bias from affecting decision-making. B. allows everyone to have a fair chance to be heard. C. promotes the equality approach to fairness. D. allows you to ignore critical feedback."

"B Allows everyone to have a fair chance to be heard. Communicating and listening actively and openly shows respect for everyone's ideas and gives everyone a chance to be heard. Communicating does not necessarily prevent bias from affecting decision-making or promote the equality approach to fairness. Finally, communicating should include listening to others' feedback, not ignoring it. SOURCE: EI:127 SOURCE: LAP-EI-127—Fair or Foul? (Demonstrating Fairness)"

"Which of the following is a question you should ask yourself when determining whether you're facing an ethical dilemma: A. Which choice sounds more enjoyable? B. Are ethical principles being violated? C. Is one decision more difficult? D. Could someone be punished? "

"B Are ethical principles being violated? When determining whether you're facing an ethical dilemma, you should ask yourself, "Are ethical principles being violated?" The other three alternatives are not questions that determine whether or not you are facing an ethical dilemma. SOURCE: EI:125 SOURCE: LAP-EI-125—Make the Right Choice (Recognizing and Responding to Ethical Dilemmas)"

"The act of deliberately giving a wrong or false impression of something is considered to be A. poor communications. B. dishonest. C. tactless. D. good business."

"B Dishonest. One form of dishonesty is lying or deliberately misleading others by giving a wrong or false impression. This is not a form of good business, but bad business—as it creates mistrust in the minds of customers. Poor communications are ineffective efforts to provide information, not deliberate efforts to deceive. Being tactless is lacking in tact, the ability to do or say the right thing in a given situation. SOURCE: EI:022 SOURCE: Farese, L.S., Kimbrell, G., & Woloszyk, C.A. (2009). Marketing essentials (p. 221). Woodland Hills, CA: Glencoe/McGraw-Hill."

"Alicia is trying to persuade members of her work team to implement a new process. Because Alicia used this process with her former employer, she is very knowledgeable and knows what needs to be done to make a smooth transition. The work team is likely to go along with the change because Alicia has A. exhibited cultural sensitivity. B. established personal credibility. C. demonstrated empathy. D. coached others effectively."

"B Established personal credibility. Credibility is believability. To be able to persuade others, individuals need to be credible so others believe what they say. Individuals who are credible have a reputation of providing accurate information in a fair manner. They are well-informed and use reliable sources to support their opinions and ideas. As a result, others believe them and often are persuaded to do what they want. Because Alicia is an honest person who has prior experience with the process, she has credibility. There is not enough information provided to determine if Alicia has exhibited cultural sensitivity, demonstrated empathy, or coached others effectively. SOURCE: EI:012 SOURCE: LAP-EI-121—Win Them Over (Persuading Others)"

"Whitley's ethical beliefs are the same whether she's at work, at school, or hanging out with her friends. Whitley follows A. situational beliefs. B. ethical principles. C. ethical consequences. D. popular beliefs."

"B Ethical principles. Following ethical principles means Whitley's ethical beliefs don't change when she's in a new situation. She follows the same ethical principles no matter where she is or whom she's with. Her ethics are not situational and may not be in line with popular beliefs. If Whitley did not behave ethically, she could face negative consequences. SOURCE: EI:123 SOURCE: LAP-EI-123—Rules To Live By (Nature of Ethics)"

"What is the first step you should take when resolving an ethical dilemma? A. Figure out who's affected. B. Identify the dilemma. C. Consider all your potential actions. D. Reflect on the outcome."

"B Identify the dilemma. It's important to identify the dilemma first, since you can't resolve the dilemma if you don't know what it is. Dilemmas are not always obvious, and you must be aware of them even when they might not be huge or immediately noticeable. Considering all your potential actions, identifying the dilemma, and reflecting on the outcome are steps that come later in the process. SOURCE: EI:125 SOURCE: LAP-EI-125—Make the Right Choice (Recognizing and Responding to Ethical Dilemmas)"

"As a new employee, you receive constructive criticism about your job performance. This criticism is designed to A. show your lack of ability. B. improve your ability to do the job. C. hurt and discredit you. D. demonstrate the supervisor's superior job knowledge. "

"B Improve your ability to do the job. Constructive criticism points out mistakes for the purpose of helping someone to improve. It is your responsibility to accept the criticism and to improve your job performance. Showing you your lack of ability, demonstrating the supervisor's superior job knowledge, or trying to hurt or discredit you are examples of destructive criticism. SOURCE: EI:003 SOURCE: LAP-EI-015—Grin and Bear It (Using Feedback for Personal Growth)"

"Typical characteristics of a person with a negative attitude are that s/he is A. courteous and considerate toward others. B. inflexible and resistant to change. C. generous and helpful to others. D. flexible and open to new ideas."

"B Inflexible and resistant to change. Negative people tend to be inflexible and resistant to change. Being flexible and open to new ideas, generous and helpful, courteous and considerate are all characteristics of someone with a positive attitude. SOURCE: EI:019 SOURCE: LAP-EI-003—Opt for Optimism (Positive Attitude)"

"Adhering to an established set of personal ethics is referred to as A. deceit. B. integrity. C. honesty. D. truth."

"B Integrity. Your integrity involves the overall quality of your moral character. Honesty refers to truthfulness, fairness, and authenticity. Truth is an indisputable or accepted fact. The practice of cheating, misleading, or misrepresenting is known as deceit. SOURCE: EI:022 SOURCE: LAP-EI-138—Sincerely Yours (Demonstrating Honesty and Integrity)"

"Brittanie's coworker asks her a question about a software program. Brittanie isn't familiar with the program, so she can't answer the question. Brittanie has a A. prejudice. B. knowledge gap. C. viability problem. D. bias. "

"B Knowledge gap. Brittanie has a knowledge gap—something she simply doesn't know. It isn't a bias or prejudice—preconceived idea about something or someone. And, it isn't necessarily a viability problem— an issue with the long-term value of Brittanie's choices. She can learn about the program or help her coworker find a person who can answer the question. SOURCE: EI:137 SOURCE: LAP-EI-137—Choose for the Future (Assessing the Long-Term Value and Impact of Actions on Others)"

"Which of the following situations demonstrates accountability: A. Orion tries to treat all of his employees the same and doesn't give anyone special privileges. B. Meghan finishes her project by Friday, just as she promised her boss she would. C. Moira blames her coworker for a mistake she made on a report. D. Robert stands up for what's right even when it's not easy, fun, or popular."

"B Meghan finishes her project by Friday, just as she promised her boss she would. Accountability means doing what you say you will do. If Meghan promises her boss she will have her project done by Friday, it's important that she actually finishes the project by that date. You should never make promises you can't keep. When Orion treats all his employees the same and doesn't give anyone special privileges, he is being fair. Fairness means that we treat everyone the way we want to be treated, without partiality or bias. When Moira blames her coworker for a mistake, she is not being accountable. Accountable people accept consequences and learn from their mistakes. They don't make excuses for their behavior, and they don't blame other people for things they did wrong. When Robert stands up for what's right, he is displaying courage. Courage means doing the right thing even when it's not easy, fun, or popular. SOURCE: EI:021 SOURCE: LAP-EI-021—Make the Honor Role (Acting Responsibly)"

"The staff at Twain Enterprises have little motivation and struggle to stay engaged in their work. Management consistently belittles employees, causing them to feel unimportant and disrespected. The culture at Twain Enterprises can be best described as A. weak. B. negative. C. positive. D. strong."

"B Negative. A negative organizational culture is one that hinders effective performance and that contributes to feelings of exclusion, discontent, and frustration. Negative cultures generally result in unsatisfied, unmotivated employees that are uncommitted to their work and to their companies. The culture at Twain Enterprises is not positive because it does not contribute to effective performance or satisfied employees. There is not enough information given to know if Twain Enterprises has a strong or weak culture. SOURCE: EI:064 SOURCE: LAP-EI-064—Culture Club (The Nature of Organizational Culture)"

"Ethical dilemmas should be thought of as A. challenges. B. opportunities. C. easily avoidable. D. emergencies."

"B Opportunities. It's important to remember that each ethical dilemma you encounter is an opportunity to make the right decision and show that you can follow ethical principles. So, it's a good idea to view ethical dilemmas not as challenges, but as opportunities. Ethical dilemmas are encountered often and are not easily avoidable. They should not be viewed as emergencies. SOURCE: EI:124 SOURCE: LAP-EI-124—What's the Situation? (Reasons for Ethical Dilemmas)"

"One of the ways that responsible employees benefit the business is that they A. require more company rules. B. require less supervision. C. do not demand raises or promotions. D. know how to do incorrect work over."

"B Require less supervision. Responsible employees require less supervision on the job because they take personal responsibility for themselves and their work. This benefits the business by allowing supervisors to make better use of their time. Responsible employees are likely to need fewer rules than irresponsible workers. Responsible workers are more likely to follow directions and would not need to do work a second time. Responsible employees are as likely as any other kind to expect raises and promotions. SOURCE: EI:021 SOURCE: LAP-EI-021—Make the Honor Role (Acting Responsibly)"

"Hannah likes hanging out with her friend Tyler because Tyler is kind, considerate, friendly, and positive. In fact, when Hannah is around Tyler she feels more positive, too. Which step in the process of maintaining a positive attitude does this illustrate? A. Think positively. B. Surround yourself with positive people. C. Realize that it won't happen overnight. D. Stay healthy."

"B Surround yourself with positive people. When Hannah feels more positive hanging out with Tyler, she's illustrating the ""surround yourself with positive people"" step in the process of maintaining a positive attitude. By hanging out with a positive friend, she feeds her own optimism. Likewise, if she hangs out with a negative friend, her own attitude will suffer. Thinking positively, realizing it won't happen overnight, and staying healthy are all steps in the process of maintaining a positive attitude, but they are not illustrated by Hannah's actions. SOURCE: EI:019 SOURCE: LAP-EI-003—Opt for Optimism (Positive Attitude)"

"Which of the following might be considered a violation of employees' privacy in the workplace: A. Use of time clocks B. Use of video cameras C. Use of security guards D. Use of computer passwords"

"B Use of video cameras. Some businesses, such as retail establishments, use video cameras to monitor customers and prevent shoplifting. If these cameras are focused on employees, it might be considered a violation of the employees' privacy. Businesses that use video cameras should inform employees so they are aware that their actions are being recorded and monitored. Also, the business has an obligation not to use cameras in areas that are designed specifically for employees, such as break rooms. The use of time clocks is a method of recording time on the job rather than a violation of privacy. The use of security guards is a safety factor that benefits employees and customers. The use of computer passwords provides employees with a certain amount of privacy by allowing them to protect their computer systems from unauthorized access. SOURCE: EI:029 SOURCE: Guerin, L. (2011, October 10). Workplace cameras and surveillance: Rules for employers. Retrieved September 10, 2018, from https://www.nolo.com/legal-encyclopedia/workplace-cameras-surveillance-employer-rules-35730.html"

"Maggie owns an auto repair business. She'd like to be the best auto repair shop in the city. Is this a goal or a vision? A. A goal. It's long term, overarching, and inspirational. B. A vision. It's specific, measurable, and time bound. C. A vision. It's long term, overarching, and inspirational. D. A goal. It's specific, measurable, and time bound."

"C A vision. It's long term, overarching, and inspirational. When Maggie says she wants to be the best auto repair shop in the city, she's talking about her vision. A vision is long term, challenging but realistic, and compelling. A vision involves the big picture and the overarching aim of the organization. Also, it's meant to provide inspiration for the future. A goal, meanwhile, is specific, measurable, and time bound. Goals might be considered small steps on the way to achieving the vision. In Maggie's example, a goal might be gaining a certain amount of new customers this month. SOURCE: EI:060 SOURCE: LAP-EI-060—Vision Quest (Enlisting Others in Vision)"

"Unethical actions A. are acceptable if everyone else does them B. always have legal consequences. C. are not always illegal D. only affect the person doing them. "

"C Are not always illegal. Being unethical does not always mean breaking the law, so it doesn't always have legal consequences. An unethical action doesn't become acceptable if everyone is doing it. Behaving ethically means doing the right thing, no matter what. Unethical behavior doesn't just affect the person doing it—it can affect everyone. SOURCE: EI:123 SOURCE: LAP-EI-123—Rules to Live By (Nature of Ethics)"

"It is considered unethical for an employee to spread malicious gossip about a coworker because the gossip may A. earn the person a promotion. B. make the person uncomfortable. C. damage the person's reputation. D. affect the person's social life."

"C Damage the person's reputation. Gossip that may hurt a person or damage that person's reputation or character is malicious. Employees who spread malicious gossip about coworkers are behaving unethically. If an employee hears malicious gossip about a coworker, that employee should refuse to pass on the information. Employees who try to stop the spread of malicious gossip are behaving ethically because most gossip is inaccurate. Spreading malicious gossip may make people uncomfortable or affect their social lives, but those are not reasons it is unethical. Malicious gossip probably will not earn a person a promotion. SOURCE: EI:038 SOURCE: Conlan, C. (2017). 4 ways to handle gossip at work. Retrieved September 6, 2017, from https://www.monster.com/career-advice/article/ways-to-handle-gossip-at-work"

"Thinking of a time when you were happy and proud can help you A. find gaps between your behavior and values. B. avoid activities that do not make you happy. C. determine what values made you feel that way. D. accept others' feedback regarding your values."

"C Determine what values made you feel that way. Thinking about times in your life when you were happy or proud, or certain experiences that stand out in your mind as meaningful, can help you determine the values that made those times so significant. Thinking of a time when you were happy and proud does not necessarily help you completely avoid activities that do not make you happy. It also does not necessarily help you find gaps between your behavior and values or accept others' feedback regarding your values. SOURCE: EI:126 SOURCE: LAP-EI-126—Assess Yourself (Assessing Your Personal Behavior and Values)"

"When your level of self-esteem is low, this causes you to have A. confidence in your ability. B. difficulty with visualization. C. doubts about yourself. D. appreciation of life."

"C Doubts about yourself. When self-doubts are present, self-esteem has dropped. These doubts and your low level of self-esteem may keep you from having confidence in your own ability or an appreciation for life. A low level of self-esteem does not necessarily cause difficulty with visualization—the practice of imagining yourself in possession of a present or desired strength. Visualization is a method of overcoming low levels of self-esteem. SOURCE: EI:016 SOURCE: Kimbrell, G. (2012). Succeeding in the world of work (p. 127). Columbus, OH: McGraw-Hill Education."

"Being able to put yourself in another person's place means that you have A. perspective B. respect C. empathy D. understanding "

"C Empathy. Empathy is the ability to put yourself in another person's place or to ""walk in another person's shoes."" Respect is honor and esteem. Perspective is the way in which people view life. Understanding is the ability to comprehend or to think and learn. SOURCE: EI:030 SOURCE: LAP-EI-030—Have a Heart (Showing Empathy for Others)"

"Having a personal vision makes handling difficult decisions easier because you will A. be successful no matter what decision you make. B. be faced with tough decisions less frequently. C. have a clear picture of what your goals in life are. D. not need to reflect as much before making decisions. "

"C Have a clear picture of what your goals in life are. Having a personal vision allows you to set goals for yourself that fully align with your ultimate ambitions, making seemingly tough decisions much easier. Having a personal vision does not mean that you will face tough decisions less frequently, or that you will be successful no matter what decisions you make. You will still need to reflect carefully before making any decisions to ensure that your choice will help you achieve your goals. SOURCE: EI:063 SOURCE: LAP-EI-063—Picture This! (Determining Personal Vision)"

"An example of assertive verbal behavior would be A. complimenting someone to obtain a favor. B. maintaining appropriate eye contact. C. initiating conversations with others. D. giving a progress report in a staff meeting."

"C Initiating conversations with others. Taking the initiative to approach other people and begin conversations is a good example of assertive verbal behavior. Other examples include openly expressing your positive or negative thoughts, asking questions, and requesting help. Maintaining appropriate eye contact is an example of nonverbal behavior. Giving a progress report in a staff meeting is a routine job task that does not demonstrate assertive verbal behavior. Complimenting someone to obtain a favor is not assertive but dishonest and manipulative. SOURCE: EI:008 SOURCE: LAP-EI-018—Assert Yourself (Assertiveness)"

"Nasim is under a lot of stress, and she's finding it difficult to be enthusiastic about her job. Nasim isn't doing her best at work because she's dealing with A. endorphins. B. productivity. C. low morale. D. burnout. "

"C Low morale. Companies work best when employees are enthusiastic about the work they do. However, it's hard for employees to get excited about their work when they're under a lot of stress. Productivity is usually reduced in people who are stressed. Burnout is a type of exhaustion that is usually caused by too much stress. Endorphins are released through exercise and make people feel happier and calmer. SOURCE: EI:028 SOURCE: LAP-EI-025—Keep Your Cool (Stress Management)"

"When you react defensively to criticism, the result is likely to be A. pleasant. B. sympathetic. C. negative. D. cooperative."

"C Negative. A person who is defensive is easily angered or upset by criticism or suggestions perceived as criticism. His/Her defensive response is usually irritating to the person offering the criticism or suggestions, which may trigger an unsympathetic, unpleasant, or uncooperative reaction from the speaker. SOURCE: EI:003 SOURCE: LAP-EI-015—Grin and Bear It (Using Feedback for Personal Growth)"

"What is the first thing you need to do when you want to persuade others to take a certain course of action? A. Express a need or want B. State your case C. Understand your audience D. Communicate clearly"

"C Understand your audience. When you are persuading others, you are trying to get them to see things a certain way or to take a certain course of action. Before you can persuade people, you must first know what appeals to them. When you have a general idea about their likes, dislikes, opinions, and needs, you will be able to prepare a message that will appeal to them. After you understand your audience, and you know how to present your message in a way that will appeal to them, you can state your case using clear communication, which may include expressing a particular want or need. SOURCE: EI:012 SOURCE: LAP-EI-121—Win Them Over (Persuading Others)"

"One of the reasons that people sometimes fail to exhibit assertive behavior is because they A. have a high level of self-esteem. B. have personal goals they want to meet. C. want to avoid any conflict. D. want others to respect their rights."

"C Want to avoid any conflict. Trying to avoid conflict with others is a common reason for failing to be assertive. Other reasons people fail to be assertive include the fear that they will be perceived as aggressive, a lack of understanding about how to be assertive, a lack of acceptance of their personal rights, and fear of being penalized or embarrassed. Assertive behavior can help individuals to meet personal goals. Characteristics of assertive behavior include a desire for respect of personal rights from others and a high level of self-esteem. SOURCE: EI:008 SOURCE: LAP-EI-018—Assert Yourself (Assertiveness)"

"If you cannot take the blame for your mistakes, then A. you will never be successful. B. your friends will likely take the blame for you. C. you cannot take the credit for your successes. D. it will be difficult to graduate."

"C You cannot take the credit for your successes. If you cannot take the blame for your mistakes, then you cannot take the credit for your successes—because you've given up control over your own life. To be responsible, a person must assume accountability for all of his/her actions and decisions. Your friends may or may not take the blame for you. Not taking the blame for your mistakes doesn't necessarily mean you'll never be successful or will have difficulty graduating, but it will certain cause other problems in your life. SOURCE: EI:075 SOURCE: LAP-EI-075—It's Up to You (Taking Responsibility for Decisions and Actions)"

"We know we are being treated fairly when we A. are being treated better than others. B. get our way and receive the outcomes we want. C. feel happy and satisfied with others' decisions. D. are being treated the way we deserve to be treated."

"D Are being treated the way we deserve to be treated. Our general understanding of fairness usually means that we feel that we are being treated the way we deserve. It does not always mean getting our way and receiving the outcomes we want. Fairness also does not always mean we feel happy and satisfied with others' decisions. Fairness does not mean that we are being treated better than others. SOURCE: EI:127 SOURCE: LAP-EI-127—Fair or Foul? (Demonstrating Fairness)"

"Which of the following types of behavior tries to improve the general quality of relationships: A. Independent B. Negative C. Aggressive D. Assertive"

"D Assertive. Assertive behavior is characterized by a willingness to stand up for one's own rights while showing respect for the rights of others. The goals of assertive behavior include improving the general quality of relationships, self-esteem, mutual respect and understanding, and cooperation. Aggressive behavior is characterized by a willingness to ignore the rights of others and to exploit others in order to achieve personal goals. Aggressive behavior is one kind of negative behavior. Independent behavior is characterized by the tendency to make decisions without consulting others. SOURCE: EI:008 SOURCE: LAP-EI-018—Assert Yourself (Assertiveness)"

"What is the first step toward building trusting relationships? A. Increasing sales B. Increasing productivity C. Developing ideas D.Being transparent"

"D Being transparent. Being transparent is the first step toward building trusting relationships. Increased productivity, better ideas, and increased sales are all benefits of transparency. SOURCE: EI:129 SOURCE: LAP-EI-129—Can We Talk? (Fostering Open, Honest Communication"

"When a coworker is upset with you, you ask her/him to explain what's wrong instead of ignoring the problem. As a result, you're able to work through your problems. Which benefit of open and honest communication are you experiencing? A. A good reputation B. Increased sales C. Better ideas D. Better conflict resolution"

"D Better conflict resolution. Disagreements, grudges, and hurt feelings take up time that could be used more efficiently. Transparent people don't hide their feelings to avoid conflict—instead, they face disagreements openly and politely. Disagreements can be resolved and laid to rest, instead of allowed to fester and create a hostile, unproductive work environment. Increased sales, better ideas, and a good reputation are all benefits of open, honest communication, but they are not illustrated in this example. SOURCE: EI:129 SOURCE: LAP-EI-129—Can We Talk? (Fostering Open, Honest Communication)"

"Susan is a purchasing manager for a manufacturer. On Monday, Susan received a call from the plant manager, who frantically told Susan that the production line ran out of 3/8" washers, which has forced production to stop. Because Jason is the senior buyer in charge of ordering the washers, Susan set up a meeting with Jason to discuss the problem. During the meeting, Susan asked Jason to explain why the washers were out of stock. Jason replied, "Well, I told the office assistant to check the inventory. It's not my fault that we don't have the washers in stock." What is Jason doing? A. Denying that a problem exists B. Helping Susan resolve the problem C. Providing Susan with a valid reason for the stock-out D. Blaming another person for his mistake"

"D Blaming another person for his mistake. Taking responsibility for your actions involves accepting the consequences (good or bad) of your behavior, admitting and learning from your mistakes, and trying to do better in the future. In the example, Jason blamed the office assistant for the mistake, but he is the employee who is responsible for ordering the washers. By blaming another employee, Jason is failing to accept responsibility for his actions. Jason was not helping Susan resolve the problem, providing a valid reason for the stock-out, or denying that a problem exists. SOURCE: EI:075 SOURCE: LAP-EI-075—It's Up to You (Taking Responsibility for Decisions and Actions)"

"For several months, June has felt very tired at work. She has a hard time focusing on her job, is often irritated at her coworkers, and has turned in several late assignments. At home, June feels considerably better. June is experiencing A. organizational change. B. employee stress. C. employee turnover. D. employee burnout."

"D Employee burnout. Burnout results when employees experience negative stress over a prolonged period of time. Its symptoms include lethargic behavior and irritability among other signs. Employee stress can lead to burnout, but stress, by definition, is not long-term. Employee turnover occurs when a person leaves his/her job and is replaced by someone else. This is a cause, not a result, of stress. Organizational change occurs when a company's management decides to run the company in a different manner than its current state. This change can cause, but isn't a result, of stress. SOURCE: EI:028 SOURCE: LAP-EI-025—Keep Your Cool (Stress Management)"

"Which of the following behaviors is often associated with effective hospitality and tourism managers: A. Being critical of others B. Discouraging dissent C. Questioning employees' motives D. Exhibiting self-control"

"D Exhibiting self-control. Hospitality and tourism managers are in the people business. Those people include customers, staff, and executive officers. They must keep their cool under stressful situations to impact the behavior of others. Without self-control, they can make bad situations even worse. Effective managers encourage dissent, thinking that that leads to improvement in the organization. Effective managers trust their employees rather than questioning their motives. Effective managers need to motivate their employees rather than being critical of them. SOURCE: EI:090 SOURCE: Gregoire, M.B. (2010). Foodservice organizations (7th ed.) [p. 371]. Boston: Prentice Hall."

"Companies spend lots of time and money developing positive organizational cultures because positive culture is linked with A. company failure. B. stock market increases. C. employee turnover. D. improved results."

"D Improved results. Companies spend a lot of time and money developing positive workplace cultures because positive culture is linked with improved results, such as employee satisfaction, increased productivity, high morale, and unity among diverse employees. Positive culture is not linked to stock market increases, employee turnover, or company failure. SOURCE: EI:064 SOURCE: LAP-EI-064—Culture Club (The Nature of Organizational Culture)"

"An individual who lives by an established set of personal ethics is said to have A. intelligence. B. apathy. C. bravery. D. integrity."

"D Integrity. Ethics are principles that guide behavior and give an individual a sense of right and wrong. A person with integrity follows these principles. Apathy is indifference or lack of concern. Intelligence is determined by brain power, not ethics. Bravery is courage. SOURCE: EI:022 SOURCE: Clark, B., Basteri, C.G., Gassen, C., & Walker, M. (2014). Marketing dynamics (3rd ed.) [p. 84]. Tinley Park, IL: The Goodheart-Willcox Co."

"What do individuals often identify when assessing their personal strengths and weaknesses? A. Risks B. Careers C. Benefits D. Interests"

"D Interests. Interests are the things that a person is curious about, concerned for, or involved with. When assessing their personal strengths and weaknesses, people often identify their interests because interests are strong points that might lead to appropriate occupations. For example, an individual works on the school newspaper, likes to create posters for upcoming events, and belongs to the English club. These interests are this person's strengths. After assessing personal strengths and weaknesses, individuals might select suitable careers. Assessing personal strengths and weaknesses does not involve identifying benefits or risks. SOURCE: EI:002 SOURCE: LAP-EI-017—Assess for Success (Assessing Personal Strengths and Weaknesses)"

"What is an important thing to remember about change? A. A resistance to change is usually based on irrational fears. B. If you resist change, you can usually avoid it. C. Change requires you to accept a high degree of risk. D. It often takes time to feel comfortable with the change."

"D It often takes time to feel comfortable with the change. Everyone experiences change—it's unavoidable. To adapt to the change, it is important to remember that it often takes time to feel comfortable with the change, which depends on the person and the situation. Being patient and recognizing your feelings will help you better adapt to the change. Resisting change often makes the change more difficult. Often, fear drives the resistance to change and may be valid or irrational. All change involves a certain level of risk, but the level of risk depends on the change involved. SOURCE: EI:026 SOURCE: Chansky, T. (2012, November 6). Mastering transitions: Trust that you'll adjust to the changes in your life. Retrieved September 13, 2018, from https://www.huffingtonpost.com/tamar-chansky/transition-tips_b_1851793.html"

"One of the direct benefits to individuals of being part of a team is that it can improve A. product quality. B. overall productivity. C. expense control. D. job satisfaction. "

"D Job satisfaction. Knowing that you are making a contribution to the business by being part of a team can improve your self-confidence and job satisfaction. It can also improve your decision-making and problemsolving skills. Teams often improve overall productivity, expense control, and product quality; however, these are benefits to the business rather than to the individual. SOURCE: EI:045 SOURCE: LAP-EI-045—Team Up (Participating as a Team Member)"

"What often increases when a person continually resists change or fails to adapt to new circumstances? A. Inability to use logic B. Feelings of contentment C. Sense of accomplishment D. Levels of stress"

"D Levels of stress. Stress is a mental, physical, or emotional feeling of pressure or tension. Adaptability is the ability to adjust or modify attitudes and/or behavior to new situations or circumstances. When people are not willing to adapt to new situations, they often feel higher levels of stress. Fighting or ignoring new circumstances can increase stress, which can harm a person's health and well-being. Resisting change does not necessarily affect an individual's ability to reason or use logic. When a person learns how to adapt to change, s/he may feel content or a sense of accomplishment by accepting the change. Being adaptable often helps a person to relax, which can facilitate creative thinking and learning. SOURCE: EI:006 SOURCE: LAP-EI-023—Go With the Flow (Demonstrating Adaptability)"

"Joe has a two-hour sales meeting with a new customer at 10 a.m. today. Early this morning, a vendor telephoned Joe to schedule a one-hour luncheon meeting to discuss a co-op advertising program. The vendor would like to meet at a restaurant that is 30 minutes from Joe's office at 1:00 p.m. today. Joe must be back at his office by 2:00 p.m. for an important computer training session. Should Joe meet with the vendor today? A. Yes. Joe can meet with the vendor after the vendor changes the lunch reservation to 12:45 p.m. B. No. It is rude for the vendor to assume that Joe has time to meet today. C. Yes. Joe can meet with the vendor after he reschedules his training session. D. No. Joe would have only 30 minutes to meet with the vendor before he needs to return to the office."

"D No. Joe would have only 30 minutes to meet with the vendor before he needs to return to the office. Managing work commitments in a timely manner involves allowing enough time to complete the most important tasks first. Joe had commitments that he needs to keep from 10 a.m. to 12 p.m. and at 2:00 p.m. Because the vendor asked Joe to meet at a restaurant that was 30 minutes away from his office, he doesn't have enough time to meet with the vendor for one hour at 1:00 p.m. If the vendor is not available at an earlier time at a closer location, Joe must decline the luncheon invitation and schedule it at a time that is more convenient for both of them. It's not unusual for last-minute meetings to take place, if other commitments are not an issue. Therefore, the vendor was not being rude by asking Joe if he had time to meet. There is not enough information to determine if Joe had the authority to reschedule the training session. Moving the lunch reservation to 12:45 p.m. would not help because Joe would be 15 minutes late to his training session. SOURCE: EI:077 SOURCE: LAP-EI-077—Commit to It! (Managing Commitments in a Timely Manner)"

"Jamie is constantly running from obligation to obligation, without a second of free time, and feels like he is behind on all of his work. Jamie is most likely to be A. a procrastinator. B. a perfectionist. C. bad at time management. D. overcommitted."

"D Overcommitted. Being overcommitted means committing to more than what is possible, necessary, or desirable. People who are overcommitted, like Jamie, have countless obligations, events, and tasks each day. There is no indication that Jamie is a perfectionist, bad at time management, or a procrastinator, though these could all be potential causes of his overcommitment. SOURCE: EI:077 SOURCE: LAP-EI-077—Commit to It! (Managing Commitments in a Timely Manner)"

"Following your teacher's guidelines is an example of which ethical principle? A. Viability B. Transparency C. Trust D. Rule of law"

"D Rule of law. Although the rules at your school and work are not laws, it's still ethically important to follow them. Following your teacher's rules is not an example of trust, viability, or transparency. SOURCE: EI:123 SOURCE: LAP-EI-123—Rules to Live By (Nature of Ethics)"

"Once a coach has helped a coachee establish an improvement plan, it is important for the coach to A. give monetary rewards to the coachee. B. set goals for the coachee. C. give harsh feedback to the coachee. D. track the coachee's progress."

"D Track the coachee's progress. Once a coach and coachee have developed an improvement plan, the coach must track the coachee's progress and provide support whenever possible. A coach and coachee must work together to set goals before an action or improvement plan can be implemented. A coach should provide constructive criticism so it comes across as helpful, instead of harsh. Harsh criticism tends to make coachees feel defensive. A coach does not always give monetary rewards to the coachee. SOURCE: EI:041 SOURCE: LAP-EI-041—Bring Out the Best (Coaching Others)"

"Christie's coworkers know that she won't repeat what they tell her if they ask her not to do so. This indicates that Christie is a(n) __________ coworker. A. trustworthy B. straightforward C. tactful D. efficient"

. A Trustworthy. Being trustworthy means that people can rely on you to do what you say you will do. Trustworthy people will not tell anything they have been asked not to tell or pass along rumors that might not be true. An efficient person is one who performs in an effective, organized manner. A straightforward person is direct, open, and honest. A tactful person has the ability to do or say the right thing in any circumstances. SOURCE: EI:022 SOURCE: LAP-EI-138—Sincerely Yours (Demonstrating Honesty and Integrity)

"Why is it important for individuals to assess their personal strengths and weaknesses? A. To be able to negotiate their contracts B. To get the most bang for their buck C. To be able to respond appropriately in a crisis D. To improve their performance"

. D To improve their performance. Each individual has personal strengths and weaknesses. Assessing strengths will allow an individual to build on those strengths. It is also important to assess weaknesses because those are areas that need improvement. For example, an individual might find that it will be necessary to improve his/her computer skills in order to improve performance and be considered for a promotion. It may be difficult to improve performance if individuals have not identified their personal strengths and weaknesses. Assessing personal strengths and weaknesses will not necessarily help individuals respond appropriately in a crisis, negotiate contracts, or get the most bang for their buck. SOURCE: EI:002 SOURCE: LAP-EI-017—Assess for Success (Assessing Personal Strengths and Weaknesses)

"Your interest and enthusiasm can help to create a sense of __________ within your work group. A. cooperation B. disagreement C. security D. conflict"

A Cooperation. Having interest and enthusiasm can help you persuade others to help you, to work with you, or to cooperate with you in many different kinds of circumstances. Interest and enthusiasm are contagious and may help to reduce conflict and disagreements. Interest and enthusiasm do not affect security, which is freedom from danger, risk, or injury. SOURCE: EI:020 SOURCE: Kimbrell, G. (2012). Succeeding in the world of work (pp. 127, 166, 168, 180). Columbus, OH: McGraw-Hill Education.

"One good way to raise your level of self-esteem when it has dropped is to A. discuss your feelings with someone you trust. B. withdraw from activities for a while. C. reanalyze all your past mistakes. D. keep your feelings to yourself."

A Discuss your feelings with someone you trust. Often, this is all that is necessary to restore your selfesteem. It is never helpful to your self-esteem to bottle up your feelings, withdraw from life, or go over past mistakes repeatedly. SOURCE: EI:016 SOURCE: Mind. (2016, June). How to increase your self-esteem. Retrieved September 19, 2018, from https://www.mind.org.uk/information-support/types-of-mental-health-problems/selfesteem/#.W6JMQGhKiM8

"As Ben assesses his personal strengths and weaknesses, what can he do to keep from focusing too much on his weaknesses? A. Identify one strength for every weakness B. Compare himself to others C. Develop a list of false generalizations D. Ask others for critical feedback"

A Identify one strength for every weakness. Although an important aspect of self-assessment is evaluating your weaknesses, obsessing over them will only discourage you. If you identify one strength for every weakness, you will have a more accurate, realistic assessment of yourself. Comparing yourself to others and making false generalizations may also hinder your ability to accurately assess yourself. Asking others for both positive and negative feedback is an important aspect of the self-assessment process, but it is counter-productive to obsess over the negative feedback. SOURCE: EI:002 SOURCE: LAP-EI-017—Assess for Success (Assessing Personal Strengths and Weaknesses)

"When Joe finishes stocking shelves, he waits to be told what to do next. Joe's manager would like for Joe to keep himself busy. Which of the following traits would Joe's manager like for Joe to develop: A. Initiative B. Creativity C. Leadership D. Assertiveness"

A Initiative. Initiative is the willingness to act without having to be told to do so, or the willingness to accept/seek additional or unpleasant duties. Developing initiative would prompt Joe to look for other work to do rather than waiting for instructions. Creativity is the ability to generate unique ideas, approaches, solutions, etc. Leadership is the ability to guide other people's activities. Assertiveness is the ability to express yourself; to communicate your point of view; and to stand up for your rights, principles, and beliefs. SOURCE: EI:024 SOURCE: LAP-EI-002—Hustle! (Taking Initiative at Work)

"The main reason that employers offer criticism is so that workers can improve their A. job performance. B. ability to get along with others. C. ability to accept feedback. D. personal situations."

A Job performance. It is the job of the person who supervises your work to analyze your strengths and weaknesses. S/He is responsible for providing direction to help you in areas that need improvement. Such criticism, however, should be directed toward your role as an employee, not toward you as a person. Only when it is related to your job performance should an employer criticize your ability to accept feedback or to get along with others. SOURCE: EI:003 SOURCE: LAP-EI-015—Grin and Bear It (Using Feedback for Personal Growth)

"In a consensus-building group, the facilitator is the person who A. keeps the discussion on track. B. is in charge of the group. C. takes notes. D. makes sure everyone has equal time to speak."

A Keeps the discussion on track. The facilitator is the person who serves the group. S/He is in charge of keeping the discussion on track and keeping things organized. If the consensus-building method is formal, the facilitator is the one to revise, distribute, and collect the questionnaires. The facilitator isn't in charge of the group. In fact, in consensus-building, no one is in charge because everyone has equal power. The note taker is the person who takes the notes, and the timekeeper is in charge of making sure everyone has equal time to speak. SOURCE: EI:011 SOURCE: LAP-EI-019—It's a Group Thing (Consensus Building)

"Dillon wants to advance quickly in his career with the Orton Company. To impress his boss, Dillon volunteered to take on several extra assignments. Unfortunately, Dillon did not realize how much time was involved to complete all of the work that he had taken on. He rushed to get the Simpson assignment done so he could start work on a complex report. On Tuesday, Dillon's boss called him into his office and told him that the Simpson assignment lacked detail and that more research needed to be done. Now, Dillon is worried that he will not meet the deadlines for the report and other upcoming assignments. What lesson can Dillon learn from this experience? A. Over-commitment can lead to a lower quality of work. B. Dillon should have delegated some of the work to his coworkers. C. It is important to volunteer for projects to obtain a promotion. D. Dillon should have started on the report before he finished the Simpson assignment."

A Over-commitment can lead to a lower quality of work. It is important for workers to assess the time involved with a project before volunteering to work on it. When workers volunteer to take on too many activities (over-commitment), they often find that they don't have enough time to complete the projects thoroughly and correctly, which affects the quality of the work. Dillon may not have the authority to delegate work to other employees. Managers often notice, appreciate, and acknowledge the employees who accept additional responsibilities and produce quality work; however, these circumstances do not ensure that the employees will be promoted. When an employee takes on too many activities, starting one project before finishing another project may not improve the quality of the employee's work. SOURCE: EI:077 SOURCE: Carlson, M. (2014, November 26). Overcommitting and underutilizing resources is risky business. Retrieved September 13, 2017, from http://www.innovationmanagement.se/2014/11/26/overcommitting-and-underutilizingresources-is-risky-business/

"Ava doesn't agree with her classmate's opinion, but she listens carefully instead of starting an argument or insulting her. Which ethical principle is Ava illustrating? A. Respect B. Integrity C. Transparency D. Trust/"

A Respect. Ethical people respect other people's opinions—they don't start an argument or insult someone just because they don't agree. Showing respect means listening to others when they speak. This is not an example of integrity, transparency, or trust. SOURCE: EI:123 SOURCE: LAP-EI-123—Rules to Live By (Nature of Ethics)

"Tayari communicates openly, even when it's difficult. She demonstrates A. transparency. B. fairness. C. viability. D. accountability."

A Transparency. Transparency means being truthful when you communicate. It involves speaking up about your feelings and communicating openly, even when it's difficult. Fairness, viability, and accountability are all important ethical principles, but they are not demonstrated in this example. SOURCE: EI:123 SOURCE: LAP-EI-123—Rules to Live By (Nature of Ethics)

"Anna's boss frequently demanded that she work late, even though she would not be paid for her overtime hours. Because of this, Anna lost respect for her boss and decided to look for a new job. This example demonstrates A. how fairness has little impact on decision-making. B. how fairness is important to professional relationships. C. how the justice approach to fairness is limited. D. how a lack of empathy undermines equality."

B How fairness is important to professional relationships. Treating others with fairness is essential for forming positive professional relationships. When you treat someone fairly, your relationship with that person is equal and balanced. One person is not taking advantage of the other or getting more out of the relationship than the other. In this case, Anna's boss did not treat her fairly, so they did not develop a relationship of respect and trust. Therefore, Anna looked for a different job. This example does not demonstrate how fairness has little impact on decision-making, how the justice approach to fairness is limited, or how a lack of empathy undermines equality. SOURCE: EI:127 SOURCE: LAP-EI-127—Fair or Foul? (Demonstrating Fairness)

"Which of the following is a possible consequence of taking too much initiative: A. Improving job performance B. Causing hard feelings among employees C. Higher ratings on job evaluations D. Increased respect from others"

B Causing hard feelings among employees. Despite the importance of initiative on the job, it is sometimes possible to show too much initiative. Employees who are overeager run the risk of causing hard feelings among other employees. Improving job performance, higher ratings on job evaluations, and increased respect from others are all possible when you show initiative; however, they are less likely if you show too much initiative. SOURCE: EI:024 SOURCE: LAP-EI-002—Hustle! (Taking Initiative at Work)

"Motivation can be anything that drives a person to pursue a(n) A. raise at work. B. certain outcome. C. achievement award. D. promotion."

B Certain outcome. Motivation is anything that drives a person to pursue a certain outcome. Motivation cannot be defined as anything that drives a person to pursue a raise at work, an achievement award, or a promotion—people may be motivated to pursue these things, but motivation is not defined exclusively by the pursuit of these factors. SOURCE: EI:059 SOURCE: LAP-EI-059—Raise Them Up (Motivating Others)

"Elias always listens to his friends instead of letting his mind wander or getting distracted by his phone. Which trust-building technique is Elias demonstrating? A. Taking responsibility for your mistakes B. Communicating often and openly C. Not sharing confidential information D. Keeping your promises"

B Communicating often and openly. Communication is one of the keys of trust building. Truly pay attention to the people you talk to instead of thinking about what you'll say next or checking something out on your phone. Answer questions as honestly and openly as you can (without giving away confidential information). People are more likely to trust you if they know you give them honest answers. Taking responsibility for your mistakes, not sharing confidential information, and keeping your promises are important techniques, but they are not illustrated by this example. SOURCE: EI:128 SOURCE: LAP-EI-128—Trust in Me (Building Trust in Relationships)

"Keegan is taking a business course, but he doesn't like his instructor's style. He decides he'll go to two more classes to see if it improves, and if not, he'll switch to a different course. Keegan is showing adaptability by developing a(n) __________ plan. A. objective B. contingency C. corrective D. learning"

B Contingency. A contingency plan is an alternate course of action. Keegan is being adaptable because he's willing to consider doing something in a different way. Objective, corrective, and learning are not terms that are commonly used to describe a plan for an alternate course of action. SOURCE: EI:006 SOURCE: LAP-EI-023—Go With the Flow (Demonstrating Adaptability)

"Which of the following do individuals usually need to be able to persuade others: A. Flexibility B. Credibility C. Creativity D. Responsibility"

B Credibility. Credibility is believability. To be able to persuade others, individuals need to be credible so others believe what they say. Individuals who are credible have a reputation of providing accurate information in a fair manner. They are well-informed and use reliable sources to support their opinions and ideas. As a result, others believe them and often are persuaded to do what they want. Individuals do not necessarily need to be flexible, creative, or responsible to be able to persuade others. SOURCE: EI:012 SOURCE: LAP-EI-121—Win Them Over (Persuading Others)

"You want to get straight A's and impress your teachers, so you consider cheating on tests to make sure you do well. You're facing an ethical dilemma because of your A. conflicting values. B. desire to prove yourself. C. pressure from others. D. bad role models./"

B Desire to prove yourself. The desire to look good at work or at school can lead to ethical dilemmas. If, for example, you want to prove yourself at school, you may be tempted to cheat on your tests. This is not an example of being influenced by conflicting values, pressure from others, or bad role models. SOURCE: EI:124 SOURCE: LAP-EI-124—What's the Situation? (Reasons for Ethical Dilemmas)

"Which of the following is an advantage of practicing effective human relations skills at work: A. Decline in employee morale B. Increased employee loyalty C. Increased employee absenteeism D. Decreased customer loyalty and patronage/"

B Increased employee loyalty. There are many benefits of practicing effective human relations skills at work, such as increased employee loyalty. Other advantages include increased cooperation from others, increased productivity, a pleasant working environment, increased customer loyalty, and reduced employee absenteeism. SOURCE: EI:037 SOURCE: LAP-EI-037—Can You Relate? (Fostering Positive Working Relationships)

"Your supervisor has given you a job to do which must be completed before you leave for the day. Another employee has finished her assignment and offers to help you. This person is demonstrating A. honesty. B. initiative. C. empathy. D. assertiveness."

B Initiative. Initiative is defined as the willingness to act without having to be told to do so, or the willingness to accept or seek additional or unpleasant duties. The employee who offers to help another is showing initiative by seeking additional duties. Empathy means the ability to put yourself in another person's place. Assertiveness is behavior that is characterized by respect for personal rights as well as for the rights of others. Honesty is truthfulness. SOURCE: EI:024 SOURCE: LAP-EI-002—Hustle! (Taking Initiative at Work)

"Norman overheard Gina tell a coworker that the company's operations manager is going to be fired. Should Norman tell the operations manager about the conversation? A. No. Because if Norman believes that the gossip isn't true, he should confront Gina. B. No. Gina is gossiping about something that may or may not be true. C. Yes. The operations manager needs to start looking for another job. D. Yes. If the operations manager is Norman's boss, Norman should warn him/her about the situation."

B No. Gina is gossiping about something that may or may not be true. Gossip is rumor or talk that discloses personal information about another person. Gossiping is unethical behavior because the information may be false. When false rumors are spread about a person, the person may be hurt personally and professionally. Employees should avoid gossiping rather than risk spreading false information; therefore, Norman should not say anything to anyone. Gina's personal conversations and the operations manager's employment status do not involve Norman and are not any of his business. SOURCE: EI:038 SOURCE: Kimbrell, G. (2012). Succeeding in the world of work (p. 170). Columbus, OH: McGraw-Hill Education.

"Carmen had an accuracy rating of 91 percent last year. This year, she won't be satisfied unless her accuracy rating is at least 92 percent or higher. Which behavior of an achievement-oriented person does this illustrate? A. Taking moderate risks B. Not being satisfied with current performance C. Demonstrating leadership D. Desiring feedback/"

B Not being satisfied with current performance. Carmen is not satisfied with her current performance. She won't be happy unless she can achieve an improvement on her accuracy rating next year. In this scenario, Carmen is not taking a moderate risk, demonstrating leadership, or desiring feedback. SOURCE: EI:027 SOURCE: LAP-EI-010—High Hopes (Developing an Achievement Orientation)

"When you know your own emotions, you are demonstrating A. self-control. B. self-awareness. C. social relationships. D. social restraint."

B Self-awareness. Emotional intelligence is the ability to recognize and manage emotions in ourselves and in others. To recognize your own emotions, you must be aware of what you are feeling at that particular time. For example, imagine that a friend says something that offends you. You may begin to frown, feel your face turning red, or feel your shoulders getting tense. When you notice these physical reactions, you know your feelings are changing at that particular time. Therefore, you are aware of your emotions. Selfcontrol means that you know that you don't need to respond in a way that your emotions are telling you, such as saying something rude in retaliation. When you recognize and manage your own emotions, you have the capability to identify tactics that will help you respond appropriately in social situations. SOURCE: EI:001 SOURCE: LAP-EI-001—EQ and You (Emotional Intelligence)

"Why is it important to avoid considering prejudice and bias when judging others? A. To improve negotiation B. To be fair and equitable C. To be persuasive D. To communicate effectively"

B To be fair and equitable. Prejudice and bias are roadblocks that get in the way of judging others fairly and equitably. Prejudice and bias involve having opinions or making judgments based on feelings or hearsay, rather than on fact. To be fair and equitable, it is important to judge others on the basis of fact. Avoiding prejudice and bias when judging others does not necessarily improve negotiation, enable one to be persuasive, or make it possible to communicate effectively. SOURCE: EI:017 SOURCE: LAP-EI-139—Don't Jump to Conclusions! (Recognizing and Overcoming Personal Biases and Stereotypes)

"You are able to rely on your boss to answer your questions and treat all of your coworkers fairly. This means that you __________ your boss. A. support B. trust C. like D. resemble/"

B Trust. Trust occurs when someone is able to rely on you. If you can rely on your boss to answer your questions and treat all of your coworkers fairly, this means that you trust your boss. You do not necessarily have to support, like, or resemble your boss to trust her/him. SOURCE: EI:128 SOURCE: LAP-EI-128—Trust in Me (Building Trust in Relationships)

"It is important to your assertiveness for you to consider yourself to be a(n) __________ person. A. inferior B. worthwhile C. superior D. enviable/"

B Worthwhile. In order to be assertive, you must consider yourself to be a worthwhile person who is worthy of self-respect, as well as respect from others. It would be egotistical and possibly aggressive to think of yourself as superior or enviable. Considering yourself inferior would be negative and self-defeating. SOURCE: EI:008 SOURCE: LAP-EI-018—Assert Yourself (Assertiveness)

"After Porter realized that he processed an order incorrectly, he waited too long to correct the problem. As a result, an incorrect item was shipped to the customer. Now, the customer will need to ship the item back to the warehouse, and Porter's company will need to pay extra charges to have the product returned. This situation illustrates that A. the company has unrealistic expectations about Porter's ability to perform his job. B. employees should tell their supervisors about all problems as soon as they occur. C. an employee's decisions and actions can negatively impact others. D. customers are likely to be very angry when employees make simple mistakes./"

C An employee's decisions and actions can negatively impact others. If Porter had immediately called the shipping department to stop the incorrect order from being shipped, then the customer would not be burdened with the task of returning the item, and the company would not need to pay extra charges to return the product. Customers' satisfaction levels tend to decrease when they receive the incorrect products, and unnecessary return charges hurt the company's bottom line. Therefore, Porter's decision to wait to take action negatively impacts both the customer and the company. Many routine problems can be resolved without involving supervisors. Porter's lapse of judgment in one situation does not mean that he does not have the ability to perform his job well. Customers react differently to problems and inconveniences; therefore, it cannot be assumed that most customers will become very angry over simple mistakes—some of them may become slightly annoyed. SOURCE: EI:075 SOURCE: LAP-EI-075—It's Up to You (Taking Responsibility for Decisions and Actions)

"What is a benefit of behaving ethically? A. Tense relationships with customers B. Decreased organizational productivity C. Better, easier decision-making D. Increased risk of legal trouble/"

C Better, easier decision-making. Ethical behavior makes it easier to make good decisions. Ethical behavior does not decrease organizational productivity; rather, it increases productivity. Ethical behavior also improves relationships with customers rather than making them tense. Finally, ethical behavior decreases risk of legal trouble rather than increases it. SOURCE: EI:132 SOURCE: LAP-EI-132—Practice What You Preach (Modeling Ethical Behavior)

"Associations with colors are cultural issues that are most important for A. travelers. B. families. C. businesses. D. individuals./"

C Businesses. Associations with colors are especially important cultural issues for businesses. When a company does international business, it must be careful to consider the connotations of the colors it uses on packaging, labels, etc., in the cultures that will be affected. Associations with colors tend to be less important issues for individuals, families, or travelers. SOURCE: EI:033 SOURCE: LAP-EI-011—Getting to Know You (Cultural Sensitivity)

"How can interest and enthusiasm give people a good outlook on life? A. By enabling them to keep their frustrations to themselves B. By keeping frustrations from coming their way C. By minimizing the impact of frustrations D. By enabling them to be aggressive with others who cause frustrations"

C By minimizing the impact of frustrations. Interest and enthusiasm are part of a positive attitude which gives people a good outlook on life. They will still encounter frustrations, but that won't keep interested, enthusiastic people down very long. Their interest in life and their enthusiasm will soon reassert themselves. People should discuss their frustrations to clear them up. Aggressive behavior is generally not an advisable approach to take with frustrating individuals because that often creates more problems. SOURCE: EI:020 SOURCE: Cleverism. (2018). Enthusiasm. Retrieved September 20, 2018, from https://www.cleverism.com/skills-and-tools/enthusiasm/

"For two hours a day, Jacob shuts his office door to prevent interruptions, does not check email, and does not accept incoming phone calls. This enables Jacob to focus on his most important tasks. What technique is Jacob using to help him manage his work commitments effectively? A. Eliminating the use of technological tools B. Delegating his workload C. Controlling environmental distractions D. Developing a detailed "to-do" list"

C Controlling environmental distractions. By taking steps to minimize distractions, Jacob can focus his full attention on the most important work that he needs to accomplish. This helps him be more productive and manage all of his work commitments effectively. Although a "to-do" list may help Jacob prioritize his work, he is not developing the list in the situation provided, nor is he delegating work to others. Jacob is not accepting telephone calls or checking email, but he may be using his computer to do other tasks such as writing a report, or he may be making outgoing calls. SOURCE: EI:077 SOURCE: LAP-EI-077—Commit to It! (Managing Commitments in a Timely Manner)

"A person is most likely to experience frustration or health problems when the A. conflict is about something tangible or concrete. B. other person does not use the yielding conflict response mode. C. disagreement is not handled well. D. other person uses problem-solving techniques./"

C Disagreement is not handled well. People often feel the negative effects of conflict when disagreements are not handled well. Some of the negative effects include frustration, distrust, broken relationships, health problems, and physical violence. The yielding conflict response mode is a type of reaction to a disagreement. It occurs when one person lets the other person have what s/he wants. It is often used when an issue is not very important. Problem solving is also a conflict response mode. It is a reaction to a disagreement in which a person works to come up with a resolution that is satisfactory for everyone involved in the conflict. Yielding and problem solving response modes are not reactions that are most likely to cause frustration or health problems for an individual. A functional conflict is a type of disagreement about something tangible or concrete. The type of conflict (e.g., functional) does not necessarily cause any more frustration or health problems than other types of conflict (e.g., emotional). SOURCE: EI:015 SOURCE: LAP-EI-007—Stop the Madness (Conflict Resolution in Business)

"Workers can demonstrate their honesty and integrity by giving a fair amount of ___________ for their pay. A. worry B. concern C. effort D. loyalty"

C Effort. Honest employees work during all of the hours for which they are paid. They do their fair share of work no matter what their feelings of loyalty to the employer might be. Worry and concern are not indicative of honesty and integrity. SOURCE: EI:022 SOURCE: LAP-EI-138—Sincerely Yours (Demonstrating Honesty and Integrity)

"You have just started a new job with coworkers who have been working together and are now friends. Whenever you ask a job-related question, your coworkers laugh at you. You can use self-control in this situation to help you with A. job enrichment. B. goal setting. C. interpersonal relationships. D. operational changes./"

C Interpersonal relationships. Self-control is restraint of your feelings, words, and actions. It helps you to be successful in your interpersonal relationships because it helps you to avoid making angry or insulting remarks that might offend others. None of the other alternatives would be part of this situation. Goal setting is establishing an objective to be reached. Job enrichment gives more meaning to a job in order to increase employee motivation. Operational changes are changes in the way a business is set up or operates. SOURCE: EI:025 SOURCE: LAP-EI-014—Control Yourself! (Demonstrating Self-Control)

"If you and your teammates cooperate with each other and you feel like you're "all in this together," you benefit from shared A. reflection. B. competition. C. innovation. D. accountability./"

D Accountability. When you share accountability with your team, cooperation increases. Nobody is at risk of being singled out as a failure, and team members are equally accountable in both positive and negative situations. Competition isn't likely to increase if you and your teammates cooperate with each other. Instead, you should be working together towards a goal. Innovation is one of the many advantages of working as a team, but it isn't necessarily related to accountability. Reflection is an important quality for a good team member to have because it helps you learn from your mistakes. It isn't related to cooperation, though. SOURCE: EI:045 SOURCE: LAP-EI-045—Team Up (Participating as a Team Member)

"Valuing diversity means A. acknowledging differences as problems. B. ignoring differences. C. minimizing differences. D. acknowledging differences as assets."

D Acknowledging differences as assets. Valuing diversity means openly acknowledging differences and believing that they are assets instead of problems. It does not mean ignoring or minimizing differences. SOURCE: EI:033 SOURCE: LAP-EI-011—Getting to Know You (Cultural Sensitivity)

"Which of the following is an essential element of responsible behavior: A. Positivity B. Hopefulness C. Decisiveness D. Compassion"

D Compassion. Compassion for others is an essential element of responsible behavior. Part of compassion is treating others with kindness and respect, even if they are different from you. Hopefulness, decisiveness, and positivity are all wonderful traits, but they are not essential elements of responsible behavior. SOURCE: EI:021 SOURCE: LAP-EI-021—Make the Honor Role (Acting Responsibly)

"When persuading others to go along with a proposed change, you should A. reinforce your proposal with facts and statistics. B. tell them that there's a better way of doing things. C. minimize the amount of information you give. D. explain how the change will benefit them./"

D Explain how the change will benefit them. A change leader is a person who has the ability to guide others and persuade them to alter their opinions or actions. Because some individuals have a difficult time accepting and making changes, change leaders must be able to explain how a change will actually benefit them. By doing so, the change leader has a better chance of persuading others that a new idea, process, or action will improve a situation. Telling others that there is a better way of doing things (even if it is true) might put them on the defensive and make them more resistant to change. Giving others as little information as possible may make you appear like you are being dishonest, which may hinder your ability to persuade others because they won't trust you. In many situations, facts and statistics aren't necessary or relevant to the proposed change. SOURCE: EI:005 SOURCE: LAP-EI-022—Start the Revolution (Leading Change)

"Team leaders enlisting others in working toward a shared vision must remember that communication A. is not important in a team setting. B. is more important than collaboration. C. only involves conveying the vision to team members. D. involves being receptive to feedback./"

D Involves being receptive to feedback. Team leaders enlisting others in working toward a shared vision must remember that communication involves being receptive to feedback as well as conveying the vision to team members. It's a two-way street. Communication is very important in a team setting, but not necessarily more important than collaboration. SOURCE: EI:060 SOURCE: LAP-EI-060—Vision Quest (Enlisting Others in Vision)

"How does having a sense of humor help you maintain a positive attitude? A. It encourages you to give your appearance the attention it deserves. B. If you hang out with positive people, you'll be positive as well. C. It is easier to maintain a positive attitude when you're healthy. D. It keeps you from taking yourself too seriously."

D It keeps you from taking yourself too seriously. Having a sense of humor helps you maintain a positive attitude because it keeps you from taking yourself too seriously. Being able to laugh at yourself and at annoying things that happen is very good for your positive attitude. It helps you keep things in perspective. Having a sense of humor does not have anything to do with hanging out with positive people, staying healthy, or giving your appearance the attention it deserves. SOURCE: EI:019 SOURCE: LAP-EI-003—Opt for Optimism (Positive Attitude)

"Although Nolan feels that he has the right solution for a problem at work, he listens to what others have to say and takes their opinions seriously. Nolan is A. generous. B. empathetic. C. reliable. D. open-minded."

D Open-minded. Being open-minded means you are free from biases and judgment. When someone is open-minded, s/he considers all points of view and weighs information without preconceptions. In this case, Nolan does not allow his point of view to stop him from carefully considering others' ideas. This situation does not demonstrate that Nolan is empathetic, reliable, or generous. SOURCE: EI:127 SOURCE: LAP-EI-127—Fair or Foul? (Demonstrating Fairness)

"The ability to demonstrate interest and enthusiasm often leads to greater A. emotional instability. B. individual recognition. C. personal integrity. D. personal achievement."

D Personal achievement. The traits of interest and enthusiasm help individuals to show self-confidence and maturity, to cope with problems, to improve relationships, to improve job performance, and thus to realize greater levels of personal achievement. Whether the individual receives recognition for these traits would depend upon the person's circumstances. Emotional instability would not necessarily be caused by interest or enthusiasm, unless these traits are carried to extremes. Personal integrity is adhering to an established set of personal ethics and sound moral principles. SOURCE: EI:020 SOURCE: Kimbrell, G. (2012) Succeeding in the world of work (pp. 181-186). New York: Glencoe/McGraw-Hill.