Professional Development 2017 - 2019

"Which of the following most likely led to a greater emphasis on governance structures in recent years: A. New technology in the industry B. Competitor saturation C. Stock market crash D. Accounting fraud" "

" "D Accounting fraud. Governance structures help balance the interests of a company's stakeholders and would most likely be impacted by internal happenings such as accounting fraud. Competitor saturation, a stock market crash, and new technology in the industry are all examples of external factors that most likely would not affect a company's governance structure. SOURCE: PD:302 SOURCE: Shaftoe, R. (2013, June 29). Reasons for corporate governance. Retrieved September 19, 2017, from http://smallbusiness.chron.com/reasons-corporate-governance-70176.html"

"Time management helps to reduce stress because it A. provides less time for rest and relaxation. B. increases feelings of pressure and tension. C. encourages procrastination in planning necessary activities. D. allows adequate time for personal and professional activities." "

" "D Allows adequate time for personal and professional activities. The use of time-management techniques forces us to take care of important activities immediately, which relieves pressure and tension. It allows more time for rest and relaxation. This will ultimately reduce stress. SOURCE: PD:019 SOURCE: LAP-PD-001—About Time (Time Management)"

"Which of the following is a benefit of corporate governance: A. It encourages transparency. B. It decreases investor confidence. C. It creates a less definable brand. D. It maximizes corruption." "

" "A It encourages transparency. Corporate governance creates a more transparent business environment, which can increase investor confidence, create a defined brand, and minimize corruption. SOURCE: PD:213 SOURCE: Management Study Guide. (2017). Corporate governance - Definition, scope, and benefits. Retrieved September 19, 2017, from http://www.managementstudyguide.com/corporate- governance.htm"

"An organization should include independent members on its board of directors because they A. provide an objective perspective. B. represent the interests of management. C. understand the company's inner workings. D. are less likely to act unethically." "

" "A Provide an objective perspective. An organization's board of directors should include both inside and independent members. Inside members are high-level executives, shareholders, or stakeholders in the organization. Independent members are not involved with the organization. They provide an objective view, keep the board transparent, and help balance out the power of the board. They do not represent the interests of management. They also do not necessarily understand the company's inner workings, at least not as well as inside members. Independent members are not necessarily any less likely to act unethically than inside members. SOURCE: PD:302 SOURCE: Knowledge @ Wharton. (2015, June 16). How independent directors bridge the information gap. Retrieved September 17, 2018, from http://knowledge.wharton.upenn.edu/article/how- independent-directors-bridge-the-information-gap/"

"Members of a board of directors are A. required to be stockholders. B. elected by stockholders. C. a business's vendors. D. not able to make decisions." "

" "B Elected by stockholders. A board of directors is elected by stockholders. Board members may be stockholders, but they are not required to be. Vendors are not board members. The board of directors makes many decisions for the business. SOURCE: PD:214 SOURCE: Investopedia. (2015, December 16). Board of directors - B of D. Retrieved September 19, 2017, from http://www.investopedia.com/terms/b/boardofdirectors.asp"

"What is the relationship between shareholders and the board of directors? A. The shareholders pay dividends to the board of directors. B. The board of directors represents the shareholders. C. The shareholders make decisions for the board of directors. D. The board of directors holds the shareholders accountable." "

" "B The board of directors represents the shareholders. A company's board of directors represents the interests of the shareholders through the board's management of the company. The shareholders often have a role in electing the board members. The shareholders do not pay dividends to the board of directors. The shareholders also do not make decisions for the board members; rather, board members make decisions on behalf of the shareholders. The board of directors does not hold the shareholders accountable; rather, the shareholders hold the board of directors accountable. SOURCE: PD:214 SOURCE: Investopedia. (2018, April 22). Corporate governance. Retrieved September 17, 2018, from http://www.investopedia.com/terms/c/corporategovernance.asp"

"Performances standards should be A. informally discussed. B. subjective. C. measurable. D. extremely challenging." "

" "C Measurable. When an organization is developing performance standards, it should ensure that those standards are measurable so that they can actually be used to evaluate performance. Performance standards should be objective rather than subjective. They also should be clearly stated in writing rather than informally discussed. Finally, performance standards should be realistic rather than extremely challenging. SOURCE: PD:256 SOURCE: U.S. Office of Personnel Management. (n.d.). Performance management: Developing performance standards. Retrieved September 19, 2017, from https://www.opm.gov/policy- data-oversight/performance-management/performance-management- cycle/planning/developing-performance-standards"

"Chad is buying a new car. Although the first car is a great deal and a more practical choice, he just loves the look of the second car. As a result, he decides to purchase the second car. His decision is based on which of the following internal factors: A. Insight or intuition B. Experience C. Framing D. Emotion" "

" "D Emotion. Chad feels strongly about the second car, so his decision-making is influenced by his emotion. Chad isn't influenced by experience because he hasn't encountered this particular option before. Framing is an external factor that refers to the way an option is presented. Chad isn't being influenced by insight or intuition because he doesn't have a gut feeling that the second car is better. In fact, he knows that the first car is a much better buy, but he decides to go with the second car anyway. SOURCE: PD:017 SOURCE: LAP-PD-017—Weigh Your Options (Decision-Making)"

"Which step of the decision-making model involves identifying what you want to do? A. Gathering the information you need B. Establishing decision criteria C. Determining what you need to know D. Pinpointing your objective" "

" "D Pinpointing your objective. When you identify what you want to do, you are pinpointing your objective. This is the first step of the decision-making model. Establishing decision criteria involves determining what will make or break the decision for you. Determining what you need to know and gathering the information you need both come after pinpointing your objective. To figure out what you need to know and then to find that information, you first need to identify exactly what it is that you want to do. SOURCE: PD:017 SOURCE: LAP-PD-010—Weigh Your Options (Decision Making in Business)"

"Who typically reviews and approves the guidelines for running a corporation, which are also known as corporate governance policies? A. The investors B. The shareholders C. The management team D. The board of directors" "

" "D The board of directors. A corporation's board of directors is responsible for approving and reviewing the corporate governance policies of the business. These corporate governance policies specify the guidelines and rules by which a corporation is directed and run. Although shareholders, the management team, and the investors are affected by these rules, it is the job of the board to approve and review them. SOURCE: PD:213 SOURCE: Brefi Group Limited. (2018). Roles and responsibilities of directors and boards. Retrieved September 17, 2018, from http://www.brefigroup.co.uk/directors/directors_roles_and_responsibilities.html"

"Which of the following best exemplifies an individual's career progression: A. Advertising coordinator, promotions manager, vice president of marketing B. Sales representative, sales director, operations manager C. Lead buyer, assistant buyer, finance manager D. Accounts receivable clerk, production manager, human resources assistant"

"A Advertising coordinator, promotions manager, vice president of marketing. A career describes a lifetime work history or long-term participation in a particular field of expertise. As individuals progress in their careers, they tend to work in the same field and gain more responsibility with each job that they hold. An example of a career progression is a person who starts working as an advertising coordinator, and then moves to a higher position, such as a promotions manager. The individual may then be promoted or go to work for another company as the vice president of marketing. The remaining listings of job titles involve job changes to different areas of expertise. SOURCE: PD:034 SOURCE: Agency Sparks. (2016, October 11). The marketing career path: From entry-level to Chief Marketing Officer. Retrieved September 13, 2018, from https://www.agencysparks.com/blog/the-marketing-career-path"

"One reason it is important for marketing professionals to follow ethical standards is to A. build positive relationships with other individuals and businesses. B. remove the risk of uncontrolled competition in the marketplace. C. improve working conditions and financial security. D. prevent unnecessary changes in the business environment."

"A Build positive relationships with other individuals and businesses. Ethical standards are guidelines for behavior. Because personal ethics among people vary, some industries develop ethical standards so that each person working in the industry knows what is acceptable and not acceptable behavior in the profession. Businesses and employees who follow these standards demonstrate integrity and build trust with customers, other organizations, and community members. The primary purpose of following ethical standards in marketing is not to remove competition from the marketplace, improve working conditions and financial security, or prevent changes in the business environment. SOURCE: PD:137 SOURCE: Hill, B. (2018, June 29). The advantages of ethical behavior in business. Retrieved September 10, 2018, from https://smallbusiness.chron.com/advantages-ethical-behavior- business-21067.html"

"The ability for marketers to think fast on their feet is most associated with A. decision-making. B. creativity. C. people skills. D. people knowledge."

"A Decision-making. With the marketing environment growing at such a fast pace, employers are looking for people who can think fast on their feet. To do this, marketers need to be independent thinkers who can solve problems without needing supervision. Examples of decision-making skills that marketers use regularly include determining what customers need, solving customers' problems, and resolving complaints. Creativity involves using imagination and intellect to generate new ideas. Creativity is not necessarily a fast process. People knowledge and skills deal with knowing what makes customers tick and how to best work with meeting customers' needs. SOURCE: PD:024 SOURCE: LAP-PD-021—Career Opportunities in Marketing"

"Which of the following would help a job applicant to fill out job application forms easily: A. Having a personal data sheet B. Having computer experience C. Keeping a file of job leads D. Knowing someone at the business"

"A Having a personal data sheet. A personal data sheet is a list of information such as the applicant's Social Security number; the names, addresses, and telephone numbers of references; dates of previous employment; grade-point average; and any other data that might be asked for on a job application. Job applicants who prepare and use a personal data sheet can fill out job applications quickly, easily, and accurately because they have all the data they need on the sheet. Job applications are generally filled out by hand, not by computer. Keeping a file of job leads helps the applicant to organize his/her search for a job. Knowing someone at the business would not necessarily help a job applicant to complete a job application. SOURCE: PD:027 SOURCE: WikiHow. (2016). How to make a personal data sheet. Retrieved August 24, 2016, from http://www.wikihow.com/Make-a-Personal-Data-Sheet"

"A primary reason hospitality employees and businesses join professional or trade organizations is to A. obtain further education and certification. B. develop promotional efforts and materials. C. qualify for additional government funding. D. increase employee productivity."

"A Obtain further education and certification. Trade or professional organizations consist of individuals or groups that work within a particular industry. Benefits of belonging to a professional organization include networking opportunities, the establishment of consistent industry standards, trade shows, and venues for members to further their education (e.g., seminars, workshops, classes, certification) within the industry. Continuing education programs can help people keep up with trends associated with their industry. The availability of government funding is dependent on each government's resources and guidelines. Therefore, it cannot be assumed that all governments provide financial support to trade organizations. Joining a professional organization does not necessarily improve or increase employee productivity. Joining a trade organization might help industry members learn about the use of promotion, but it does not necessarily develop the materials or programs for them. SOURCE: PD:061 SOURCE: Tourism Industry Association of Nova Scotia. (2011). Member benefits: Professional development. Retrieved September 12, 2017, from http://www.tians.org/membership/member-benefits/professional-development"

"Which of the following provides a business's employees with a foundation for acceptable behavior in the workplace: A. Rules of conduct B. Organizational chart C. Grievance procedures D. Articles of incorporation"

"A Rules of conduct. The rules of conduct outline a company's policies, procedures, and expectations regarding employees' behavior in the workplace. An organizational chart is a graphical representation of the flow of authority within an organization. Formal methods of settling disagreements between workers and employers are grievance procedures. Articles of incorporation is a document outlining a corporation's name, purpose, location, amount of stock to be issued, names of the board of directors, and other information about the conditions under which the business will operate. SOURCE: PD:251 SOURCE: Brunot, T. (n.d.). The importance of the code of conduct. Retrieved September 6, 2017, from http://www.ehow.com/about_6559640_importance-code-conduct.html"

"If individuals enjoy operating machinery, driving vehicles, or using tools, they might consider a career that involves working with A. things. B. animals. C. people. D. information."

"A Things. Individuals should consider what they like to do, their favorite activities, when identifying possible occupations. For example, some individuals enjoy operating machinery, driving vehicles, or using tools. As a result, they might consider a career that involves working with things which are tangible items. Examples include a landscaper who operates equipment and drives a truck, and a carpenter who uses tools to build furniture. Careers that involve working with people and animals require a lot of personal interaction and patience. Careers that involve working with information involve keeping track of data such as facts and statistics. SOURCE: PD:023 SOURCE: Kimbrell, G. (2012). Succeeding in the world of work (pp. 38-41). New York: Glencoe/McGraw-Hill."

"Some job application forms ask why the applicant left a previous job. Which of the following would be an acceptable answer to this question: A. ""I was expected to do too much work."" B. ""I was seeking a job with more responsibility."" C. ""I couldn't get along with my supervisor."" D. ""I wanted to get out of a difficult situation."""

"B ""I was seeking a job with more responsibility."" This is a positive response which indicates that the applicant is interested in getting ahead and is willing to accept additional responsibility. A job applicant should not make negative remarks about his/her previous employer(s) or coworkers. Even though all of the other alternatives could be true statements, they are negative and will reflect poorly on the job applicant. SOURCE: PD:027 SOURCE: Skillings, P. (2017, April 2). How to answer: Why did you leave your last job? Retrieved September 11, 2017, from https://biginterview.com/blog/2013/04/why-did-you-leave-your- last-job.html"

"Employers expect their employees to show their dependability by A. asking for deadline extensions. B. arriving at work on time. C. telling coworkers how to do their jobs. D. making suggestions for improvement."

"B Arriving at work on time. Because employers pay employees to perform the work, they have the right to expect the employees to conduct themselves in a professional manner. This includes being honest, being respectful of coworkers, and being dependable. Dependable employees arrive at work on time, and complete tasks in an efficient and timely manner. Asking for a deadline extension is not demonstrating dependable behavior. Managers are responsible for monitoring the work effort, which includes providing feedback about the employees' work performance. Making suggestions for improvement demonstrates creative problem-solving skills. SOURCE: PD:020 SOURCE: Lister, J. (2018, June 29). Why is dependability important for a person to have in the workplace? Retrieved September 13, 2018, from https://smallbusiness.chron.com/dependability-important-person-workplace-15463.html"

"A government enacts a law requiring all businesses to allow each employee a 15-minute break every four hours. This is an example of a law addressing an employee's right to A. workplace supervision. B. fair treatment. C. form unions. D. avoid harassment."

"B Fair treatment. Although regulation varies by country, labor laws are designed to protect workers from unfair labor and wage practices. By instituting a law that requires all businesses to give all employees a break from their duties, the law is requiring that each employee receive the same or fair treatment. Workplace supervision refers to the direction an employee receives to perform certain work-related tasks. Laws related to employee breaks do not affect the workers' rights to form unions. Harassment in the workplace generally refers to gender and race discrimination issues. SOURCE: PD:021 SOURCE: FindLaw. (2018). Employees rights 101. Retrieved September 10, 2018, from https://employment.findlaw.com/employment-discrimination/employees-rights-101.html"

"A basic reason for the formation of a trade association is to A. provide information for consumers. B. find solutions for common problems. C. promote goodwill for an industry. D. establish a long-term group."

"B Find solutions for common problems. A trade association's members can collectively find solutions to common problems that they might have difficulty handling as individuals. The members also can share their knowledge and work together to increase the profitability of all members' businesses. Trade associations are formed and disbanded according to the changing needs of the members. Some trade associations may promote goodwill or educate consumers, but those are not basic purposes of their formation. SOURCE: PD:036 SOURCE: Meyer, P. (2018, March 1). Why do people and companies join trade associations? Retrieved September 10, 2018, from https://www.comptia.org/about- us/newsroom/blog/comptia-blog/2018/03/01/why-do-people-and-companies-join-trade- associations"

"Employees have the right to A. not be fired. B. form unions. C. view all human resources files. D. unrestricted Internet access."

"B Form unions. Employees have the right to join or support a union. They do not have the right to not be fired. Employees are generally not permitted to view any human resources file they wish. Employers are able to monitor employee Internet usage on company computers. SOURCE: PD:021 SOURCE: U.S. Department of Labor. (n.d.) Employee rights under the National Labor Relations Act. Retrieved September 12, 2017, from https://www.dol.gov/olms/regs/compliance/EmployeeRightsPoster11x17_Final.pdf"

"Why do we need creativity? A. It indicates one's intelligence. B. It moves the world along. C. It shows businesses which employees can think in concrete terms. D. It helps businesses to identify employees who will succeed in performing routine tasks."

"B It moves the world along. Without creativity, we would still be living in caves. Everything in our existence is based on something that was once a new idea. Without creativity, we'd have no new goods or services. Many highly intelligent people are not creative. Creative people think in abstract terms so that they are able to see what is not readily apparent. Creative people prefer variety and change to routine. SOURCE: PD:012 SOURCE: LAP-PD-012—Imagine That (Demonstrating Creativity)"

"Cathy is allowing her four friends to pick out a skirt for her at the mall—with one request: that all four friends agree about the selection. Which style of decision-making is Cathy asking her friends to use? A. Minimum B. Maximum C. Medium D. Moderate"

"B Maximum. Cathy is asking her friends to use the maximum-input decision-making style—one in which the entire group decides together. With the minimum-input style, the decision maker decides without help. With the moderate-input style, the decision maker asks for some help before deciding. Medium is not used to describe decision-making styles. SOURCE: PD:017 SOURCE: LAP-PD-010—Weigh Your Options (Decision Making in Business)"

"Which of the following should you do when preparing your letter of application: A. Write a letter that is at least one page long. B. Mention any mutual contacts you have. C. Repeat everything that is on your résumé. D. Proofread quickly so you can send the letter sooner."

"B Mention any mutual contacts you have. If you can, you should name someone you and the reader of your application letter both know. Of course, this isn't always possible, but it's a great way to get attention. Your letter should not be more than a page long. You shouldn't repeat everything that's on your résumé; your letter of application is intended to tell the reader things that aren't necessarily on the résumé. You should always proofread carefully, not quickly. Your letter of application is often the first impression a company gets of you, so you want it to be perfect. SOURCE: PD:030 SOURCE: Adams, Susan. (2011). How to write a cover letter. Retrieved on August 24, 2016, from http://www.forbes.com/sites/susanadams/2011/03/24/how-to-write-a-cover-letter/"

"Trade publications are used by businesses for which of the following reasons: A. To determine quantities to buy B. To obtain up-to-date information C. To set up an operating budget D. To appeal to the general public"

"B To obtain up-to-date information. Trade publications contain information about new products, available resources, particular successes of other businesses, research, current trends, and legislation. They do not, however, recommend quantities to be purchased, appeal to the general public, or help the business establish an operating budget. SOURCE: PD:036 SOURCE: CD LAP 1—Trade Associations/Professional Organizations"

"What is the typical effect of an economic slowdown on the hospitality industry? A. A decrease in the number of guests and a decrease in the number of rooms available B. An increase in the number of guests and a decrease in the number of rooms available C. A decrease in the number of guests and an increase in the number of rooms available D. An increase in the number of guests and an increase in the number of rooms available"

"C A decrease in the number of guests and an increase in the number of rooms available. A decrease in the number of guests occurs during economic slowdowns because people are reluctant to spend their discretionary income on travel. Consequently, there is an increase in the number of rooms available as more rooms become available for rent. An increase in the number of guests and an increase in the number of rooms available does not follow the law of supply and demand, which suggests that as demand for rooms go up, supply typically goes down. A decrease in the number of guests and a decrease in the number of rooms available would work the other way because as demand goes down, the supply of rooms available for rent typically goes up. An increase in the number of guests and a decrease in the number of rooms available typically occurs during good economic times when people are more willing to spend their discretionary income on travel. SOURCE: PD:111 SOURCE: Reynolds, J.S., & Chase, D. (2014). Hospitality services (3rd ed.) [p. 48]. Tinley Park, IL: The Goodheart-Willcox Company, Inc."

"What are salespeople expected to be able to do in order to sell goods and services to customers? A. Arrange displays B. Control expenses C. Answer questions D. Develop brochures"

"C Answer questions. Professional salespeople are expected to be able to answer questions and provide further information in order to sell goods and services to customers. To do this successfully, they must be experts in the goods or services they sell and be able to develop long-term relationships with customers. Salespeople are not expected to develop brochures, although they may use them as a selling tool. Salespeople do not need to control expenses in order to sell. Arranging displays is the responsibility of the visual merchandising department. SOURCE: PD:024 SOURCE: PD LAP 21—Career Opportunities in Marketing"

"One of the benefits of setting goals that will help you in your relationships with others is that setting goals A. helps you stay on task. B. gives you a way to measure your progress. C. helps you understand yourself. D. raises your level of self-esteem."

"C Helps you understand yourself. Goal setting helps you understand yourself, and understanding yourself helps you understand other people. Goal setting helps you stay on task, raises your level of self-esteem, and gives you a way to measure your progress, but these benefits do not necessarily help you in your relationships. SOURCE: PD:018 SOURCE: LAP-PD-016—Go for the Goal (Goal Setting)"

"You start out college majoring in marketing, but you don't enjoy it. So you change your major to business. This is an example of a goal being A. broken down. B. distracting. C. visualized. D. dynamic."

"D Dynamic. Goals are dynamic, meaning that they can change. You may decide to change your goal by choosing a different major. This is not an example of a goal being distracting. Goals should be visualized and broken down, but those steps are not shown in this example. SOURCE: PD:018 SOURCE: LAP-PD-016—Go for the Goal (Goal Setting)"

"Which of the following is one of the biggest expenses that employees can help a business control: A. Rent B. Advertising C. Payroll D. Taxes"

"C Payroll. One of a business's biggest expenses is payroll. Therefore, it is important for businesses to get full value for their payroll dollars to control expenses. Employees who arrive on time and work their designated hours are helping to ensure that the business receives the time it pays for. Advertising, taxes, and rent are other types of business expenses that are not under the employee's control. SOURCE: OP:025 SOURCE: LAP-OP-025—Buck Busters (Employee Role in Expense Control)"

"What activity are Nikki and Josh performing when they read over a scenario and then act out the parts in a training class? A. Meditation B. Brainstorming C. Role-playing D. Experimenting"

"C Role-playing. Role-playing is the process of assuming roles and acting through a given situation. Josh and Nikki read a scenario and role-played the parts. Brainstorming is a creative thinking technique that involves the identification of as many different ideas as possible during a certain time frame. Experimenting is the act of testing or trying out a proposed idea or procedure. Meditation, which is a mental exercise, is the act of contemplating, reflecting, or thinking over. SOURCE: PD:012 SOURCE: Buelow, J. (2014, February 6). 3 benefits of making role-play part of training. Retrieved September 12, 2017, from http://www.trainingmag.com/3-benefits-making-role-play-part- training"

"Even though there is a significant chance that his business will fail, Sidney intends to open a sports memorabilia shop. What entrepreneurial trait is Sidney exhibiting? A. Creativity B. Organization C. Willingness to take risks D. Open-mindedness"

"C Willingness to take risks. Starting a small business is extremely risky, yet Sidney plans to open his own store. He is willing to risk failure because he is optimistic that his business will succeed. While Sidney hopefully possesses other entrepreneurial characteristics, such as organization, creativity, and open- mindedness, he is not exhibiting those traits in this example. SOURCE: PD:066 SOURCE: PD LAP 66—Own Your Own (Career Opportunities in Entrepreneurship)"

"Participating in school-operated programs such as the school store or library is one way that students might obtain A. college information. B. additional education. C. work experience. D. job approval."

"C Work experience. There are several ways to obtain work experience without having a paying job. One way is to participate in school-operated programs, such as the school store or library. Students who help in the school store learn how to operate cash registers, complete sales transactions, and serve customers. Students who work in the library also learn about customer service. This experience is similar to work experience and can be listed on an individual's resume. Helping out in the school store or library is a way of obtaining a type of training rather than additional education or college information. Students might receive approval for the work they do, but that is not the purpose of participating. SOURCE: PD:032 SOURCE: Kimbrell, G. (2012). Succeeding in the world of work (p. 37). Columbus, OH: McGraw-Hill Education."

"Which of the following is a common consequence for violating rules of conduct: A. Increased compensation B. Promotion C. Written warning D. Criminal charges"

"C Written warning. A written warning includes details about your infraction and information about any future consequences that you could receive if the offense is repeated. It is commonly used as a consequence when someone has violated a rule of conduct. Promotions are not consequences and would not be the response to a rule violation. Increased compensation is also not a consequence and would not be the response to a rule violation. Criminal charges can occur when a rule violation crosses the line into illegality, but they are not a common consequence. Rather, they happen in rare, extreme cases. SOURCE: PD:251 SOURCE: LAP-PD-251—Know the Code (Following Rules of Conduct)"

"Which problem-solving method works the best with a group? A. Finding the root of the problem B. Intuitive method C. Seven-step method D. Brainstorming"

"D Brainstorming. Brainstorming is the most useful problem-solving method when more than one person is involved. In a brainstorming session, members of the group throw out ideas and possible solutions to the problem. All ideas are welcome, and every point of view is valuable. Someone records all the ideas so that when the session is over, the group can review them and decide which ones might work best. The seven-step method requires problem solvers to follow a specific process for solving problems. It includes brainstorming, but that is only one of the seven steps. The intuitive method relies on gut feeling and flashes of insight. Finding the root of the problem is a simple method that identifies the source of the problem so it can be fixed. None of these three methods is described in this situation. SOURCE: PD:077 SOURCE: PD LAP 77—No Problem (Demonstrating Problem-Solving Skills)"

"One of the services provided by some professional organizations in the travel and tourism industry is training that leads to obtaining A. online instruction. B. firsthand experience. C. college degrees. D. certification."

"D Certification. Some professional organizations in the travel and tourism industry provide training that results in conferring a certificate of completion. This certification indicates that an individual has completed an approved training course and is qualified to perform certain functions. For example, the National Tour Association awards a certificate to tour professionals who take specific courses and have at least five years of experience in the tour industry. Not all training programs provide firsthand experience. Professional organizations do not award college degrees. Some courses are offered online as a way for participants to obtain certification. SOURCE: PD:061 SOURCE: Reynolds, J.S., & Chase, D.M. (2014). Hospitality services (3rd ed.) [pp. 470-471]. Tinley Park, IL: The Goodheart-Willcox Company."

"Javier had an interview with a potential employer, Dan Martinez. The interview was pretty casual and informal. How should Javier begin his thank you note? A. He doesn't need to send a thank you note for a casual interview. B. Dear Dan C. Hi Dan D. Dear Mr. Martinez"

"D Dear Mr. Martinez. Even if the interview was fairly casual, it's always better to err on the side of formality. If Javier isn't sure whether he should refer to his potential employer as Mr. Martinez or Dan, he should go with Mr. Martinez. It's very unlikely that his potential employer will take offense to that, but he may take offense to being referred to by his first name. Starting a thank you letter with "Hi Dan" is definitely too informal. It's important to send follow-up letters after every job interview. This includes casual interviews, interviews that didn't go well, and interviews for jobs you don't think you want. SOURCE: PD:029 SOURCE: Littrell, J.J., Lorenz, J.H., & Smith, H.T. (2012). School to career (9th ed.) [pp. 375-379]. Tinley Park, IL: Goodheart-Willcox."

"Which of the following terms refers to the habits and practices you regularly perform to take care of your body: A. Meditation B. Education C. Relaxation D. Hygiene"

"D Hygiene. In any given day, the habits and practices you do to take care of yourself and your body are called hygiene. Hygienic practices such as brushing your teeth after meals and showering daily are important to your overall personal appearance. Although relaxation and meditation may be activities that promote health, they do not describe the overall habits of taking care of your body. Likewise, education is not a habit or practice of good health. SOURCE: PD:002 SOURCE: PD LAP 5—Brand ME! (Personal Appearance)"

"A technique that is helpful in developing self-understanding is keeping a personal diary. You should use the diary to A. review your progress on a daily basis. B. record the events of your life in detail. C. record your observations about others. D. identify the patterns of your behavior."

"D Identify the patterns of your behavior. You should record the significant things that happen each day and your reactions to them. Eventually, the diary will show you that there are certain patterns to your behavior. You should not review your progress on a daily basis or record the events of your life in minute detail. Some observations about others are likely to be included, but that should not be the major purpose of keeping a personal diary. SOURCE: PD:013 SOURCE: Forbes.com. (2012, July 18). 6 ways keeping a journal can help your career. Retrieved August 24, 2016, from http://www.forbes.com/sites/dailymuse/2012/07/18/6-ways-keeping-a- journal-can-help-your-career/#1a0e6344396f"

"A job application usually requests information about employment history and may ask the applicant to explain why s/he A. attended a certain school. B. served in the military. C. volunteered in the community. D. left a previous job."

"D Left a previous job. Applications often ask the applicants why they left previous jobs. Acceptable answers include leaving to take better jobs, leaving because the jobs were seasonal, and leaving to continue education. Applicants should avoid making negative comments about former employers. Businesses want to know if applicants left previous jobs for good reasons or if they have a habit of changing jobs frequently for no reason. The job application does not ask why the applicant attended certain schools, volunteered community service, or did military duty. SOURCE: PD:027 SOURCE: Hansen, R.S. (2018, July 13). A job-seeker's guide to successfully completing job applications. Retrieved October 2, 2018, from https://www.livecareer.com/career/advice/jobs/job-applications"

"Which of the following should you do when preparing your letter of application: A. Proofread quickly so you can send the letter sooner. B. Write a letter that is at least one page long. C. Repeat everything that is on your résumé. D. Mention any mutual contacts you have."

"D Mention any mutual contacts you have. If you can, you should name someone you and the reader of your application letter both know. Of course, this isn't always possible, but it's a great way to get attention. Your letter should not be more than a page long. You shouldn't repeat everything that's on your résumé; your letter of application is intended to tell the reader things that aren't necessarily on the résumé. You should always proofread carefully, not quickly. Your letter of application is often the first impression a company gets of you, so you want it to be perfect. SOURCE: PD:030 SOURCE: Adams, Susan. (2011). How to write a cover letter. Retrieved on September 10, 2018, from http://www.forbes.com/sites/susanadams/2011/03/24/how-to-write-a-cover-letter/"

"A local chamber of commerce plans a street festival to appeal to community members and business owners. This is an example of which of the following membership benefits of a business alliance organization: A. Participation in trade shows B. Group services C. Establishment of standards D. Sales promotion events"

"D Sales promotion events. Local sales promotion events are sometimes sponsored by business alliance organizations (e.g., local chamber of commerce) to stimulate business for their members. Additional membership benefits may include group services such as a reduced-rate insurance package. Participation in trade shows and the establishment of industry standards are benefits of joining a trade association. SOURCE: PD:036 SOURCE: Laramie Chamber Business Alliance. (2016). Reasons to join. Retrieved September 12, 2017, from https://laramie.org/about/what-we-do/"

"Sammy's Sandwiches wants to improve its market share. This is an example of a __________ goal. A. cultural B. product C. tactical D. strategic"

"D Strategic. Strategic goals are general, overall goals that are developed in relation to the mission of the organization. Improving market share is a strategic goal. Product goals are those that are specifically related to the characteristics of the goods or services. Tactical goals are those that are more specific and detail the actual steps needed to achieve the strategic goals. Cultural goals are related to the organization's environment or philosophies. SOURCE: PD:254 SOURCE: Brydson, D. (2018). Strategic and tactical planning: Understanding the difference. Retrieved September 13, 2018, from http://smallbizlink.monster.com/training/articles/855-strategic-and- tactical-planning-understanding-the-difference"

"Which of the following is a characteristic of the travel and tourism industry: A. Organizes activities in a local community B. Provides overnight accommodations C. Arranges for meals for international travelers D. Transports people to destinations away from home"

"D Transports people to destinations away from home. Travel and tourism is a vast industry that provides services to millions of travelers each year. A characteristic of the industry is that it transports people to destinations away from home. This might range from a day trip on a motorcoach to a 14-day Caribbean cruise. The common factor is that people leave their homes and travel by some form of transportation to other destinations for a period of time. Depending on the length of the trip, overnight accommodations and meals might be included. However, providing accommodations is a characteristic of the hospitality industry. Meals might be arranged for all travelers, not just international travelers. The travel and tourism industry does not organize activities in a local community. SOURCE: PD:111 SOURCE: Reynolds, J.S., & Chase, D.M. (2014). Hospitality services (3rd ed.) [pp. 9-10]. Tinley Park, IL: The Goodheart-Willcox Company."

"In the time-management process, what should you do when you are identifying your objectives? A. Update the plan. B. Schedule daily activities. C. Ask for advice. D. Write them down."

"D Write them down. The first step in the time-management process is identifying objectives you need to accomplish. Once you've identified your objectives, write them down. This will help to focus your attention on important activities and help you to decide which ones should be accomplished first. Scheduling daily activities, asking for advice, and updating the plan are things you might do after you've identified your objectives and written them down. SOURCE: PD:019 SOURCE: PD LAP 1—About Time (Time Management)"

"Which of the following is an action that employees can take to meet their employer's expectations of honesty: A. Accepting responsibility for mistakes B. Completing assignments on time C. Helping coworkers with problems D. Looking for better ways to do the job"

A Accepting responsibility for mistakes. Employers expect their employees to have the necessary skills to do the work, but they also expect them to be honest. Being honest means not only that employees will not lie or steal, but that they will accept responsibility for their mistakes and not make excuses or blame others. Businesses respect employees who are honest and admit their mistakes because businesses realize that everyone makes mistakes from time to time. Employees who complete assignments on time are meeting their employer's expectations for dependability. Employees who help coworkers or look for better ways to do the job are exhibiting initiative. SOURCE: PD:020 SOURCE: Thompson, S. (2016). The expectations of employers and employees at a new job. Retrieved August 12, 2016, from http://work.chron.com/expectations-employers-employees-new-job9494.html

"The best way for people to obtain information about a variety of career fields and options is by A. accessing online employment services. B. joining social organizations. C. completing job applications. D. reading virtual textbooks."

A Accessing online employment services. Online employment services such as Careerbuilder.com and Monster.com provide information about a variety of careers and industries. Employment-services websites provide information about the skills and education needed to perform certain jobs as well as the pay ranges for those jobs. Many of these sites offer career planning quizzes that help individuals determine the types of careers that they may be best suited for. Joining social organizations, completing job applications, and reading virtual textbooks are not the best ways in which people obtain information about a variety of career fields and options. SOURCE: PD:022 SOURCE: Net Industries. (2018). Getting a job—Sources of career information. Retrieved September 20, 2018, from http://jobs.stateuniversity.com/pages/56/Getting-Job-SOURCES-CAREERINFORMATION.html

"Virgil is looking to gain work experience in graphic design, but he has not been able to secure a part- or full-time position with a company. He decides to bid on jobs online that will pay him a small wage per project he completes. Virgil is __________ to gain valuable work experience. A. freelancing B. volunteering C. interning D. being an apprentice"

A Freelancing. Freelancing is a great way to gain work experience and allows people to bid on jobs for lower wages. Volunteering is another way to gain work experience but normally doesn't involve pay. An internship may not pay the best, but it puts people in an organization so they can be immersed in the professional role. An apprenticeship allows people to earn higher wages while learning a job in a particular field. SOURCE: PD:032 SOURCE: Duermyer, R. (2017, July 2). Advantages and perks of being a freelancer. Retrieved September 13, 2017, from https://www.thebalance.com/what-is-freelancing-1794415

"One of the most effective methods of locating job leads is asking for tips from A. friends. B. retirees. C. minors. D. nonworkers./"

A Friends. Letting friends and acquaintances know that you are looking for a job is one of the most effective methods of locating job leads. These people often will be willing to pass on information about new openings, resignations, and retirements they learn about. Retirees, nonworkers, and minors usually are out of the mainstream of the employment scene and would not have information concerning job leads. SOURCE: PD:026 SOURCE: Bolles, R. (2017). The 14 ways to look for a job. Retrieved September 26, 2017, from http://www.jobdig.com/articles/571/The_14_Ways_to_Look_for_a_Job_.html\

"Your daily personal grooming habits directly impact your personal A. hygiene. B. relaxation. C. skills. D. education."

A Hygiene. The ways in which you groom yourself daily directly impact your personal hygiene. Your personal grooming habits are not likely to directly impact your education, skills, or relaxation. SOURCE: PD:002 SOURCE: LAP-PD-002—Brand Me (Personal Appearance)

"What is often the first step in conducting a job search? A. Identifying leads B. Completing applications C. Contacting employers D. Scheduling interviews"

A Identifying leads. The first step in conducting a job search often involves identifying possible job leads. Job leads are usually available from friends or family members who may be aware of positions at their places of employment. Other job leads include newspaper ads, employment agencies, and school counselors. Identifying where to start looking for a job is the first step in getting one. Completing applications, contacting employers, and scheduling interviews are activities that take place after leads are identified. SOURCE: PD:026 SOURCE: Hansen, R. (2016). 10 ways for job-seekers to develop job leads. Retrieved September 16, 2016, from https://www.livecareer.com/quintessential/developing-job-leads

"What do people usually take into consideration when identifying occupations that they want to pursue in life? A. Natural talent B. Personal conduct C. Mental health D. Social attitude/"

A Natural talent. Aptitudes are natural talents or abilities for learning specific skills. People usually consider their natural talents when identifying occupations, because their abilities are an indication of what type of work they will be able to do the best and enjoy the most. For example, a person with good hand skills who has the ability to attractively combine colors and materials might consider a career in design or visual merchandising. Mental health is a person's soundness of mind. Personal conduct is the way a person behaves. Social attitude is a person's point of view about society. SOURCE: PD:023 SOURCE: Weedmark, D. (2012, November 18). How to find a job using your talents. Retrieved September 26, 2017, from http://work.chron.com/job-using-talents-13361.html\

"Which of the following addresses employees' right to not be bullied in the workplace: A. Right to a safe work environment B. Right to complain without retaliation C. Right to union activity D. Right to nondiscriminatory promotion practices/"

A Right to a safe work environment. Laws that protect employees from bullying and harassment are addressed in legislation that relates to employees' right to a safe and non-hostile work environment. The right to complain without retaliation is addressed in whistleblower laws. Employees' rights to organize and bargain collectively are protected in the Wagner Act and many other laws in the United States. Employees' right to nondiscriminatory promotion practices are protected in a variety of laws dealing with equal employment opportunities and discrimination. SOURCE: PD:021 SOURCE: Inc.com. (2015, September 28). Employee rights. Retrieved September 26, 2017, from http://www.inc.com/encyclopedia/employee-rights.html\

"Which of the following employees has an operations management career: A. Samuel manages his company's call center. B. Kylie is a district manager. C. Wyatt is in charge of recruiting employees. D. Valerie trains her company's new employees."

A Samuel manages his company's call center. Managing a call center is an operations management job duty. Kylie has a general management career, while Wyatt and Valerie have human resources management careers. SOURCE: PD:297 SOURCE: LAP-PD-019—Career Opportunities in Business Management and Administration

"What is the first step in developing a personal plan of action? A. State your goal(s). B. Record your progress. C. Evaluate the effectiveness of your plan. D. Develop a plan for achieving your goal."

A State your goal(s). A personal plan of action is a written planning device to help you reach a goal of your own. You cannot develop a plan of action unless you have a direction or focus goal. After a goal has been stated and a plan devised for achieving that goal, then you can record your progress and evaluate the effectiveness of your plan. SOURCE: PD:018 SOURCE: LAP-PD-016—Go For the Goal (Goal Setting)

"An organization's product goals often involve setting standards for A. the variety of its goods and services. B. behavior in the workplace. C. expenses and income. D. the target market's expectations."

A The variety of its goods and services. Organizational goals are the overall objectives or desired outcomes that the business wants to achieve. Businesses set different types of organizational goals. Product goals involve setting standards for various characteristics of the business's products—quality, style, durability, variety, etc. Expenses and income are budgeting (financial) considerations. Establishing guidelines for workplace behavior are human resources goals. Consumer goals involve setting standards and objectives to accommodate the target market's needs, wants, and expectations. SOURCE: PD:254 SOURCE: Joseph, C. (2018). What are the benefits of goal setting? Retrieved September 18, 2018, from http://smallbusiness.chron.com/benefits-goal-setting-2511.html

"One of the reasons that organized workers are more efficient than disorganized workers is that organized workers have A. their materials in order. B. more experience. C. better skills. D. their careers well planned."

A Their materials in order. Organized workers are more efficient than disorganized workers because they have their materials in order, they know where to find things, and they plan the use of their time. This prevents delays, reduces frustrations, and decreases the number of mistakes they make. Being organized does not guarantee that they will have better skills, more experience, or well-planned careers. SOURCE: PD:009 SOURCE: Doucette, C. (2016). List of important reasons why employees must stay organized. Retrieved August 12, 2016, from http://smallbusiness.chron.com/list-important-reasonsemployees-must-stay-organized-15849.html

"What should individuals consider when identifying occupations that are of interest to them? A. Their personalities B. Parents' occupations C. Family history D. Friends' opinions"

A Their personalities. Personality is an individual's distinctive qualities or traits and behavior. Each person has a unique personality that will have an effect on the type of occupation that will be of interest to him/her. For example, people who are outgoing and friendly will be interested in different careers than those that will interest people who prefer to work alone. Individuals should consider their personality when identifying possible occupations, rather than family history, parents' occupations, or friends' opinions. SOURCE: PD:023 SOURCE: Hansen, R. (2016). Developing a strategic vision for your career plan. Retrieved August 12, 2016, from https://www.livecareer.com/quintessential/career-plan

"To perform his job, Andrew works with a complex database program. Recently, a new version of the database program that he uses was released. The new program is more powerful, efficient, and user friendly. To learn how to use the program effectively, Andrew signed up to take a class at the community college. In this situation, Andrew is continuing his education so that he can A. update his technical skills. B. change his career path. C. ensure his employability. D. obtain professional licensure."

A Update his technical skills. Because technology is constantly changing, workers must keep up with the changes to enhance their employability. Taking short- or long-term computer classes helps workers to learn skills they need to perform their work. There is not enough information to determine if Andrew is changing his career path or obtaining a licensure. SOURCE: PD:033 SOURCE: Jacowski, T. (2008, February 29). The importance of continuing education. Retrieved September 16, 2016, from http://ezinearticles.com/?The-Importance-of-ContinuingEducation&id=1017765

"Tony works for a large insurance company. His job is to support the company president, schedule his/her appointments, and answer his/her phone calls. Tony works in A. operations management. B. administrative services. C. marketing communications. D. human resource management."

B Administrative services. Tony is an executive or administrative assistant, someone who supports the company president, schedules his/her appointments, and answers his/her phone. Executive or administrative assistants are part of administrative services. Employees who work in operations management focus on planning, organizing, coordinating, and controlling the resources needed to produce or provide a business's goods and/or services. Marketing communications involves marketing activities that inform, remind, and/or persuade the targeted audience. This can include people working in advertising, public relations, and sales promotion. Human resource management careers focus on staffing activities, including everything from recruitment to compensation. None of these describe Tony's work in administrative services. SOURCE: PD:025 SOURCE: PD LAP 15—Go for It! (Careers in Business)

"Which of the following is an example of an employee who is meeting his/her employer's expectations: A. Tom spends the first half hour of the workday chatting with Kate. B. Allison focuses on her work tasks so she can meet her deadlines. C. Rachel sends a text message to her roommate during a meeting. D. Calvin tells a customer about his issues with a difficult coworker."

B Allison focuses on her work tasks so she can meet her deadlines. Businesses have basic expectations regarding their employees' behavior in the workplace. Employers expect employees to arrive at work on time; perform their work accurately and efficiently; be honest; and exhibit respect for coworkers, customers, and company property. Because Allison is focused on her work and strives to meet her deadlines, she is meeting her employer's expectations. Engaging in idle chitchat and texting during a meeting are disrespectful actions that waste the company's time and money. Confiding in a customer about problems with coworkers is inappropriate behavior. SOURCE: PD:020 SOURCE: Lockhart, K. (2013, June). Employer expectations: Just what do they want? Retrieved September 18, 2018, from http://www.letsgettoworkwi.org/wpcontent/uploads/2013/05/Employer-Expectations-by-Kristi-Lockhart.pdf

"Entry-level positions provide employees with A. high salaries. B. basic job experience. C. few advancement opportunities. D. limited training."

B Basic job experience. Entry-level jobs provide a starting point for an individual interested in pursuing a particular career. Many fields are very competitive, and by taking an entry-level job, a worker can gain valuable experience and training. An employee who performs well in the entry-level position could advance to many other positions within the company. Most entry-level jobs do not pay high salaries. SOURCE: PD:034 SOURCE: Heathfield, S. (2018, September 13). An entry-level job: a foot in the door. Retrieved September 18, 2018, from https://www.thebalancecareers.com/what-is-an-entry-level-job1918126

"What information should be included on a résumé? A. Work experience, education, and personal interests B. Education, work experience, and contact information C. Contact information, political affiliation, and education D. Personal goals, education, and references/"

B Education, work experience, and contact information. Every résumé should include the job applicant's education, work experience, and contact information. References are often listed on a separate document. Personal goals, personal interests, and political affiliation are not necessary elements to include on a résumé. SOURCE: PD:031 SOURCE: Kimbrell, G. (2012). Succeeding in the world of work (p. 80). Columbus, OH: McGraw-Hill Education.\

"Which of the following is a goal that takes priority over other activities: A. Performance goal B. Effective goal C. Learning goal D. SMART goal"

B Effective goal. An effective goal is one that takes priority over other activities through wise decisions. A SMART goal is one that is specific, measurable, attainable, results oriented, and time bound. Performance and learning goals are types of goals you can work toward. Learning goals have to do with mastering a skill, whereas performance goals have to do with how well you do something or simply completing a task. SOURCE: PD:018 SOURCE: PD LAP 16—Go for the Goal (Goal Setting)

"Offering to provide additional information after a job interview is often the function of a(n) A. telephone call. B. follow-up letter. C. handwritten note. D. email question./"

B Follow-up letter. After a job interview, it is important to send a follow-up letter to the interviewer. The letter thanks the interviewer for his/her time and reinforces the applicant's interest in the position. Also, a function of a follow-up letter is to offer to provide additional information. In some situations, an interviewer may decide that more information is necessary to make a hiring decision and will contact the applicants who have indicated that they are willing to provide that information. It is more appropriate to send a follow-up letter than to place a telephone call after a job interview. The job applicant should not send a handwritten note. Email letters are becoming more common after job interviews, but they do not ask questions, which would require the interviewer to respond. SOURCE: PD:029 SOURCE: Littrell, J.J., Lorenz, J.H, & Smith, H.T. (2012). School to career (9th ed.) [p. 375]. Tinley Park, IL: The Goodheart-Willcox Company, Inc.\

"Which of the following statements is true of time management: A. It is a matter of common sense and just involves using a calendar. B. It refers to how people use the 24 hours in their day. C. It requires a significant amount of extra work. D. It makes it more difficult for you to plan for the future."

B It refers to how people use the 24 hours in their day. Time itself is not under our control, but our actions are. And, if we learn to act in a way that makes the most of our time, then we are using the resource wisely. Learning time-management skills does not require a lot of extra work. Spending just a few minutes a day on time management can save you many hours on the job. Learning time-management skills is not just a matter of common sense. It takes more than just writing down appointments and project deadlines in your calendar. Time management can help you plan for the future and take major steps toward achieving your goals and becoming the person you want to be. SOURCE: PD:019 SOURCE: PD LAP 1—About Time (Time Management)

"When it gets noisy in her workspace, Olivia puts on her headphones and listens to soft music while she works. What principle of time management is Olivia following? A. Dividing large projects into smaller parts B. Knowing how she works best C. Making the most of her down time D. Focusing on personal goals rather than work tasks"

B Knowing how she works best. Olivia is taking steps to reduce distractions that may affect her ability to complete her work tasks in a timely manner. She is not dividing large projects into smaller parts, making the most of her down time, or focusing on personal goals rather than work tasks. SOURCE: PD:019 SOURCE: LAP-PD-001—About Time (Time Management)

"What would be the best response to write on a job application form for the reason that you left your last job if you quit because you felt your supervisor was unfair? A. Unable to get along with supervisor B. Left for a better job C. Unfair supervisor D. Unpleasant working environment"

B Left for a better job. When providing information about previous jobs, you should present a positive picture of yourself and your former employers. Avoid saying anything that puts you or a former employer in a negative light. Therefore, comments such as "unable to get along with supervisor," "unfair supervisor," and "unpleasant working environment" should be avoided. Telling a potential employer that you left to find a better job says nothing negative about your abilities or those of former employers. SOURCE: PD:027 SOURCE: GFCLearnFree. (1998-2018). Job applications: Completing a job application. Retrieved September 18, 2018, from https://www.gcflearnfree.org/jobapplications/completing-a-jobapplication/1/.

"When you keep your workspace organized, you are less likely to A. misuse office equipment. B. misplace important documents. C. forget important phone numbers. D. discard unnecessary paperwork."

B Misplace important documents. Maintaining files in a systematic way helps you keep reports, forms, notes, and other documents in a particular location. By keeping files and documents in a specfic order, you are less likely to misplace important information. It also enables you to quickly access the documents when needed because they are always in the same place. To maintain an organized workspace, you should periodically discard papers that you don't need anymore. Maintaining an organized workspace does not prevent the misuse of office equipment. Forgetting or remembering telephone numbers is a cognitive ability and is not directly impacted by how well your workspace is organized. SOURCE: PD:009 SOURCE: Malugani, M. (n.d.). Give tips to get organized at work. Retrieved September 16, 2016, from http://career-advice.monster.com/in-the-office/workplace-issues/get-organized-atwork/article.aspx

"Last week, Marcus attended a friend's birthday party and talked with Lynnette, a manager with the Trendall and Young accounting firm. Marcus mentioned that he is a technology major and will be looking for a job after he graduates in June. Lynnette gave Marcus her business card, and told him that her firm might be hiring during the summer months. The interaction between Marcus and Lynnette is an example of A. social etiquette. B. professional networking. C. informal interviewing. D. community resourcing."

B Professional networking. Networking is the process of exchanging information with others for the purpose of professional or business development and/or advancement. In the example, Marcus took advantage of a social situation to discuss his professional development or needs with Lynette. The situation presented is not an example of etiquette (exhibiting manners), interviewing, or community resourcing. SOURCE: PD:037 SOURCE: Speisman, S. (2018, February 28). Ten tips for successful business networking. Retrieved September 18, 2018, from http://www.businessknowhow.com/tips/networking.htm

"Which of the following is one of the basics of goal setting: A. Wishing for your goal B. Reviewing and updating your goal C. Sharing your goal with others D. Defending your goal/"

B Reviewing and updating your goal. The basics of goal setting include choosing your goal, writing your goal down, breaking your goal down, visualizing your goal, and reviewing and updating your goal. Along the way, you may wish to achieve your goal, share it with others, or even defend it from criticism, but none of these is a basic of goal setting. SOURCE: PD:018 SOURCE: LAP-PD-016—Go for the Goal (Goal Setting)\

"What is the main purpose of writing a follow-up letter after a job interview? A. To send a reference list B. To thank the interviewer C. To ask for the job D. To forward a résumé"

B To thank the interviewer. The main reason for writing a follow-up letter is to thank the interviewer for his/her time. It also gives applicants the opportunity to keep their names in the interviewer's mind and to reinforce their interest in the job. Applicants provide copies of their résumés before the interview. The résumé or job application should contain the names of references. The follow-up letter should reinforce an applicant's interest in the job without actually asking for it. SOURCE: PD:029 SOURCE: Purdue OWL. (2018). Follow-up to an interview. Retrieved September 20, 2018, from https://owl.english.purdue.edu/owl/resource/634/03

"Which of the following is an example of paradigm innovation: A. Energy-saving light bulbs B. Windows computer operating system C. The latest model of the Honda Civic D. Rechargeable batteries"

B Windows computer operating system. Paradigm innovation takes place when the entire perception of a product, company, or industry takes place. The Windows computer operating system revolutionized the way people input, transfer, share, and export information through personal and networked computers. Businesses worldwide use the Windows operating system. Energy-saving light bulbs, the latest model of the Honda Civic, and rechargeable batteries are examples of product innovation. Product innovation takes place when a company creates a new product or redesigns an existing product. SOURCE: PD:126 SOURCE: PD LAP 18—Ideas in Action (Innovation Skills)

"It is important to develop a personal plan of action for goals because A. a plan guarantees success. B. goals cannot be achieved without a written plan. C. a plan helps you to achieve your goals. D. you can share the plan with others."

C A plan helps you to achieve your goals. With a personal plan of action, you will have a written, step-bystep method of achieving your goal, not just a vague idea of something you desire. However, not even a written plan can guarantee success in reaching goals. It is possible to achieve some goals without having a written plan, depending on the nature of those goals. It is not necessary to share the plan with others. SOURCE: PD:018 SOURCE: LAP-PD-016—Go for the Goal (Goal Setting)

"Which of the following often makes it necessary for workers to continue their education and obtain training to pursue different careers: A. Changes in geography B. Increases in responsibility C. Advances in technology D. Limits to confidentiality"

C Advances in technology. Advances in technology have eliminated the need for some jobs while creating a need for new jobs. Therefore, some employees need additional education and training to change careers and pursue different occupations because the jobs for which they were trained no longer exist. Workers usually do not need to continue their education and obtain training to pursue different careers because of increases in responsibility, changes in geography, or limits to confidentiality. SOURCE: PD:033 SOURCE: Referenceforbusiness.com. (2016). Continuing education. Retrieved August 12, 2016, from http://www.referenceforbusiness.com/encyclopedia/Con-Cos/Continuing-Education.html

"A 12-screen movie theater recently opened in your neighborhood. Just a couple of months after it opened for business, the old single-screen drive-in movie theater nearby went out of business. This is an example of A. creative advantage. B. competitive advantage. C. creative destruction. D. competitive destruction."

C Creative destruction. Creative destruction is a term coined by Joseph Schumpeter to describe how new goods and services can hurt existing products. For example, a new 12-screen movie theater is likely to draw customers away from an older single-screen drive-in movie theater nearby—causing the drive-in to go out of business. A competitive advantage is the edge achieved by businesses that offer something better than their competitors. Creative advantage and competitive destruction are not terms typically used. SOURCE: PD:126 SOURCE: LAP-PD-126—Ideas in Action (Innovation Skills)

"Because her employer requests that employees refrain from engaging in distracting activities and noise in the workplace, Alicia turns off her smartphone's ringer when she arrives at work each day. Alicia is A. performing her work efficiently. B. respecting her coworkers' privacy. C. following a company policy. D. exhibiting a positive attitude./"

C Following a company policy. Policies are a company's general rules. Companies want their employees to be able to focus on their work without distractions, so they often develop policies regarding personal cellphone use in the workplace. Companies may ask employees to turn off the ringers on their phones and request that personal phone calls be made or taken on their breaks in certain locations (e.g., employee break room). There is not enough information provided to determine if Alicia is respecting her coworkers' privacy, performing her work efficiently, or exhibiting a positive attitude. SOURCE: PD:250 SOURCE: Feigenbaum, E. (2010, July 28) Employer policy & procedures for personal cell phone use. Retrieved September 26, 2017, from http://smallbusiness.chron.com/employer-policyprocedures-personal-cell-phone-use-4732.html\

"A job applicant can best answer an interviewer's questions if the applicant __________ during the interview. A. talks excessively B. reads brochures C. listens closely D. takes notes"

C Listens closely. It is important for job applicants to listen carefully to what the interviewers are saying and asking. Failure to pay close attention may result in the applicants giving incorrect information or not completely answering the questions. Not listening also may indicate to an interviewer that an applicant is not interested in the position. Applicants should not read materials while an interviewer is asking questions. While applicants are expected to talk and share information about themselves during job interviews, they should choose their words carefully and not talk excessively. On occasion, applicants may write notes about what the interviewer is saying, but they should not let that interfere with their ability to listen carefully. SOURCE: PD:028 SOURCE: McMullen, L. (2014, August 19). 7 ways to be a better listener while interviewing. Retrieved September 20, 2018, from http://money.usnews.com/money/careers/articles/2014/08/19/7- ways-to-be-a-better-listener-while-interviewing

"Lucy, who works for the Green Corporation, is responsible for handling special events and responding to requests for information about the company. Lucy works in A. merchandising. B. marketing research. C. marketing communications. D. professional selling."

C Marketing communications. Marketing communications involves marketing activities that inform, remind, and/or persuade the targeted audience. Examples of marketing communications techniques include advertising, direct marketing, digital marketing, publicity/public relations, and sales promotion. Lucy is a public relations manager—responsible for handling special events and responding to requests for information about the company. Marketing research jobs focus on marketing activities that involve determining information needs, collecting data, analyzing data, presenting data, and using data for marketing planning. Merchandising careers involve marketing activities that are focused on efficient and effective product planning, selection, and buying for resale. Careers in professional selling involve marketing and management activities that determine customer needs/wants and respond through planned, personalized communication to influence purchase decisions and enhance future business operations. SOURCE: PD:025 SOURCE: LAP-PD-015—Go For It! (Careers in Business)

"Which of the following often presents an opportunity for current employees to be considered for a promotion: A. Occupation is high paying. B. Entry-level job is available. C. New position is created. D. Career is being revised."

C New position is created. The opportunity for promotion often occurs when employees retire or leave the company, or the business creates new positions. Many businesses prefer to promote from within, so the creation of new jobs opens the door for current employees to be considered for a promotion. As businesses grow and prosper, they often create new positions and give current employees the opportunity to apply. An entry-level job is a starting position rather than a promotion. Employees are not considered for a promotion because the occupation is high paying or the career is being revised. SOURCE: PD:034 SOURCE: Kurtus, R. (2010, February 28). Basics of career advancement. Retrieved August 12, 2016, from http://www.school-forchampions.com/career/basics_of_career_advancement.htm#.V64CVpgrKUk

"Lack of exercise, sleep, and adequate relaxation are factors that are likely to have a direct effect on an individual's ability to A. socialize with coworkers. B. enter training programs. C. perform job expectations. D. learn of new opportunities."

C Perform job expectations. The ability to perform job expectations and duties may be directly affected by the lack of exercise, sleep, and adequate relaxation. Employees might not be able to sustain the energy levels required for many job duties if they are tired, out-of-shape physically, or tense. Lack of exercise, sleep, or adequate relaxation do not necessarily affect an individual's ability to socialize with coworkers, enter training programs, or learn of new opportunities. SOURCE: PD:002 SOURCE: LAP-PD-005—Brand ME! (Personal Appearance)

"Creativity is an important skill to use in A. calculus. B. ethics. C. problem solving. D. accounting."

C Problem solving. Creativity is an important skill to use in problem solving. We need to solve problems in our daily lives, at school, and at work. Sometimes, it requires a great deal of creativity to figure out the problems we face. Creativity isn't necessary for ethics, calculus, and accounting—these disciplines require black-and-white rules to be successful. Getting too creative with them can lead to a lot of trouble! SOURCE: PD:012 SOURCE: LAP-PD-012—Imagine That (Demonstrating Creativity)

"Which of the following statements regarding problems is accurate: A. You should seek assistance to solve all problems. B. You should plan for every problem in advance. C. Problems come in all shapes and sizes. D. Problems are situations where things are going your way./"

C Problems come in all shapes and sizes. Some problems are minor inconveniences, while others are lifechanging events. While it is wise to seek assistance to solve serious, complicated problems, you can handle small problems like spilling a glass of milk on your own. While it would be great to plan for every problem in advance, it's simply not possible. There are some problems that no amount of planning can prepare you for entirely. Problems are sometimes referred to as situations where things are not going your way. SOURCE: PD:077 SOURCE: LAP-PD-077—No Problem (Demonstrating Problem-Solving Skills)\

"Paul is a 45-year-old manager of a large company who makes offensive, gender-related comments to Elizabeth, a 28-year old buyer, who has been with the company for six months. Paul's behavior violates Elizabeth's workplace rights because he is engaging in A. age discrimination. B. cultural supremacy. C. sexual harassment. D. ethnocentrism."

C Sexual harassment. Sexual harassment is any unwelcomed sexual remarks, advances, conduct, or requests. Employees have certain rights in the workplace, including the right to not be sexually harassed by other employees and managers. The example is not age discrimination, cultural supremacy, or ethnocentrism. SOURCE: PD:021 SOURCE: MSBA. (2018, March 12). Employees' rights in the workplace. Retrieved September 20, 2018 from https://www.msba.org/blog/employees-rights-in-the-workplace/

"Cameron supervises the transportation, storage, and handling of his company's products. Which type of business management and administration career does Cameron have? A. Office management B. Business analytics C. Supply chain management D. Human resources management"

C Supply chain management. Supervising the transportation, storage, and handling of a company's product is a supply chain management job duty. This is not a job duty for business analytics, human resources management, or office management. SOURCE: PD:297 SOURCE: LAP-PD-019—Career Opportunities in Business Management and Administration

"When Caroline explains the company's rules of conduct to a new employee, she should also explain A. who developed the rules. B. the specific reasons for having all the rules. C. the consequences of breaking the rules. D. when the rules were implemented."

C The consequences of breaking the rules. The rules of conduct outline a company's policies, procedures, and expectations regarding employees' behavior in the workplace. By explaining the rules and the consequences of not following them, employers are making sure that employees understand what is expected of them and what will happen if they break the rules. Depending on the situation, the consequences of breaking the rules might include a reprimand, suspension without pay, or dismissal. Why, who, and when the rules were developed are not important facts to discuss with new employees. SOURCE: PD:251 SOURCE: Mayhew, R. (2016). Orientation of new employees regarding company policies & procedures. Retrieved August 12, 2016, from http://smallbusiness.chron.com/orientationnew-employees-regarding-company-policies-procedures-2866.html

"What type of information may be listed in the work experience section of a résumé if the person has had only a few paying jobs? A. Career objectives B. Technical training C. Volunteer positions D. Personal references"

C Volunteer positions. Some job applicants, especially recent graduates, do not have a lot of paid job experience. It is acceptable for them to list unpaid or volunteer positions in the work experience section of their résumés. Volunteer positions indicate job experience and levels of responsibility even if the positions were unpaid. Technical training should be listed in the educational background section. Career objectives and references are separate sections of résumés. SOURCE: PD:031 SOURCE: The OWL at Purdue. (1995-2016). Resume workshop. Retrieved August 12, 2016, from https://owl.english.purdue.edu/owl/resource/719/01/

"Is it ever appropriate for an individual looking for a job to send a letter of application to a business that has not advertised a job opening? A. No, the business will discard the letter if it has no openings. B. Yes, the worker should write to each business in the industry. C. Yes, the worker can write if s/he has heard about a job opening. D. No, a letter is used only in response to job advertisements."

C Yes, the worker can write if s/he has heard about a job opening. In some cases, a worker looking for a job will hear about a job opening from some other source than a job advertisement. It is acceptable for the worker to write a letter stating that s/he has heard of an opening and ask to be considered for the position. In some cases, this results in an interview and a job. Most companies do not discard such letters but keep them on file in case of future need. It would not be appropriate or practical to send letters to all businesses in the industry. SOURCE: PD:030 SOURCE: Eduers.com. (2009). Writing your job application letter. Retrieved September 16, 2016, from http://www.eduers.com/resume/Job_Application_Letter.htm

"Which of the following is a true statement about developing self-understanding: A. No one else can help you identify your interests. B. Self-understanding and self-information are the same. C. You can learn as much from your failures as you can from your successes. D. Choosing a career should be based on your current skills and talents."

C You can learn as much from your failures as you can from your successes. Both your failures and your successes tell you things about yourself. You should pay attention not only to what you do well but to what you do less well. Self-understanding and self-information are not the same. You need selfinformation in order to develop self-understanding. There are tests available that will help you identify your interests. Choosing a career should not be based only on your current skills and talents but also on your interests and abilities. SOURCE: PD:013 SOURCE: Jacox, C. (2017, September 1). Self-awareness and perception: will you succeed or fail? Retrieved September 20, 2018, from https://winningtherelationship.com/self-awarenessperception-will-you-succeed-or-fail/

"Tim works as an accounts-receivable clerk at a large law firm. In the past week, he has had problems with the computer system freezing up, crashing, and losing data. To work toward resolving the problem, Tim needs to talk with his manager. Tim's manager is most likely to be A. Juan Sanchez, the payroll specialist. B. Cynthia Sanford, the vice president of finance. C. Samantha Beckham, the accounts-payable clerk. D. Bob Crawley, the accounting manager./"

D Bob Crawley, the accounting manager. The chain of command is the flow of authority within an organization. Levels of authority are often determined by the business function. In the example, Tim works as an accounts-receivable clerk in the accounting department; therefore, his direct manager is most likely the accounting manager. If Tim is having issues that affect his ability to perform his work, he would most likely talk with Bob Crawley. The accounting manager is likely to speak with the IT manager to get the computer problem resolved. Bob Crawley is most likely to report to the controller or perhaps the vice president of finance, Cynthia Sanford. The accounts-payable clerk and the payroll specialist are Tim's coworkers. It is likely that Samantha and Juan report directly to the accounting manager, Bob Crawley. SOURCE: PD:252 SOURCE: Myers, K. (2014, January 16). Respecting the chain of command - Like a pro. Retrieved September 26, 2017, from http://www.simonstapleton.com/wordpress/2014/01/16/respectingthe-chain-of-command/\

"What should employees in today's changing world do to prevent their skills from becoming obsolete? A. Change jobs frequently B. Modify personal behavior C. Delegate responsibility D. Continue their education/"

D Continue their education. Employees need to continue learning and improving their skills in order to keep up with changes in technology. For example, many businesses are replacing existing equipment with advanced models that are more complex or perform more operations. Employees need to be willing to learn the skills necessary to operate advanced equipment because their former skills are obsolete. Employees should not change jobs frequently. Modifying personal behavior will not necessarily prevent employees' skills from becoming obsolete unless they also continue their education. Many employees are responsible for performing specific tasks and are not able to delegate that responsibility to others. SOURCE: PD:033 SOURCE: Cohen, I. (2015, July 9). Benefits of continuing education for everyone. Retrieved September 26, 2017, from https://www.linkedin.com/pulse/benefits-continuing-education-everyone-iancohen/\

"Which of the following should a person do first when facing the need to make a decision: A. Evaluate information B. Make a choice C. Analyze results D. Define the objective"

D Define the objective. The first step in the decision-making process is identifying what it is you want to do. The decision-making process begins when a person becomes aware of a situation and sees the need to make a decision. Making a choice, analyzing results, and evaluating information are steps in the decision-making process that occur after the objective is defined. SOURCE: PD:017 SOURCE: PD LAP 10—Weigh Your Options (Decision Making in Business)

"Department manager, small business manager, and regional manager are __________ positions. A. supply chain management B. business analytics C. operations management D. general management"

D General management. Department manager, small business manager, and regional manager are general management positions. They are not supply chain management, business analytics, or operations management positions. General management professionals are responsible for planning, organizing, directing, and evaluating all or part of a business organization through the allocation and use of financial, human, and material resources. SOURCE: PD:297 SOURCE: PD LAP 19—Career Opportunities in Business Management and Administration

"Even when times are tough for Caitlin's business venture, she tends to remain positive—she looks at the glass as half full rather than half empty. What characteristic of entrepreneurship is Caitlin exhibiting? A. Determination B. Organization C. Innovation D. Optimism"

D Optimism. Successful entrepreneurs possess an optimistic attitude. An optimistic person has a positive outlook on life, and looks for the opportunities to grow, even when s/he experiences challenges and setbacks. Organizational skills involve developing and executing processes or activities in a systematic way. Innovation is the process or ability to develop a new product, process, position, or paradigm. Determination is the drive or willpower to achieve a goal. SOURCE: PD:066 SOURCE: PD LAP 66—Own Your Own (Career Opportunities in Entrepreneurship)

"A computer company creates a new kind of software. Which type of innovation is this? A. Paradigm B. Process C. Positioning D. Product"

D Product. Product innovation occurs when a business either creates or improves a product. When a computer company creates a new kind of software, this is considered product innovation. Process innovation focuses on how something is done. Positioning innovation occurs when the purpose of a product is changed. Paradigm innovation occurs when there is a significant change in thinking. SOURCE: PD:126 SOURCE: LAP-PD-126—Ideas in Action (Innovation Skills)

"A good way for a job applicant to make a favorable impression during a job interview is to A. let the interviewer know that s/he expects to be hired. B. lean back in his/her chair in a relaxed manner. C. dress in the kind of clothes s/he would wear on the weekends. D. show that s/he has been learning about the company."

D Show that s/he has been learning about the company. The job applicant can read or ask questions about the company before the job interview so that s/he can ask intelligent questions during the interview. This makes a favorable impression because it indicates that the applicant has a sincere interest in the job and the company. Job applicants should sit upright during an interview, not slouch or lean back in the chair. Applicants make a good impression when they dress a little more formally than they would on the job. For example, a financial planner should not go to a job interview in jeans and a sweatshirt. Letting the interviewer know that the applicant expects to be hired indicates a cocky attitude that is likely to make a poor impression. SOURCE: PD:028 SOURCE: Huhman, H. (2014, August 29). Seven things to research before any job interview. Retrieved August 12, 2016, from https://www.glassdoor.com/blog/7-research-job-interview/

"Like any product that is effectively marketed, your personal appearance is A. likely to require a lot of money for you to be successful. B. of little value or importance to your overall success. C. not as critical as what's on the inside. D. the ""brand"" that will help you sell yourself to others/"

D The "brand" that will help you sell yourself to others. Successfully marketed goods are packaged in such a way that they sell easily. The packaging demonstrates a product's value and quality. Similarly, as you "package" yourself through developing an appropriate personal appearance, you will demonstrate your value and worth. Your appropriate personal appearance will be a factor that leads to your overall success. Although what's on the inside (including such things as knowledge, skills, values, and integrity) is important, an inappropriate personal appearance can mask important qualities and abilities you possess. Maintaining an appropriate personal appearance does not have to be costly but requires sensible habits and choices in personal health, hygiene, and grooming. SOURCE: PD:002 SOURCE: LAP-PD-005—Brand ME! (Personal Appearance)\

"What type of information may be listed in the work experience section of a résumé if the person has had only a few paying jobs? A. Personal references B. Technical training C. Career objectives D. Volunteer positions"

D Volunteer positions. Some job applicants, especially recent graduates, do not have a lot of paid job experience. It is acceptable for them to list unpaid or volunteer positions in the work experience section of their résumés. Volunteer positions indicate job experience and levels of responsibility even if the positions were unpaid. Technical training should be listed in the educational background section. Career objectives and references are separate sections of résumés. SOURCE: PD:031 SOURCE: The OWL at Purdue. (1995-2018). Resume workshop. Retrieved September 20, 2018, from https://owl.english.purdue.edu/owl/resource/719/01/

"Writing a follow-up letter after a job interview allows a job applicant the opportunity to A. provide references and recommendations. B. restate his/her interest in the position. C. explain her/his training and experience. D. describe personal strengths and weaknesses."

Restate his/her interest in the position. A follow-up letter allows a job applicant the opportunity to thank the interviewer for a job interview. It also allows the job applicant to restate his/her interest in the job and reinforce the ways in which s/he can benefit the company if hired. The applicant describes specific training and experience in a résumé, which may also include the applicant's references. The applicant is usually asked about personal strengths and weaknesses during the interview. SOURCE: PD:029 SOURCE: Schneider, L. (2016). Thank you letters. Retrieved August 12, 2016, from http://jobsearchtech.about.com/od/resumesandletters/a/thankyous.htm