What is the first thing you should do before making a business telephone call?
A) Prepare an appropriate opening.
B) Ask yourself if the phone call is necessary.
C) Decide what you're going to say after the receiver answers.
D) Write down the ideas you want to discuss so that you don't forget them.
Ques. 2Which of the following statements about phones and phone usage in today's businesses is most accurate?
A) Phones are not an important communication tool in today's business offices.
B) The telephone has been replaced by e-mail as the No. 1 communication channel.
C) Effective business communicators know how to use phones productively, efficiently, and professionally.
D) Today's offices do not come equipped with phones.
Ques. 3Which of the following statement best provides constructive criticism?
A) You seem to think that you can submit any kind of work and that it doesn't matter.
B) Your work is often shoddy.
C) Producing inferior work often causes this company to lose time and money.
D) You need to produce work that meets this company's standards.
Ques. 4You recently chaired a team implementing new federal confidentiality requirements. After implementation, you must evaluate each team member's performance. Which of the following suggestions about giving constructive criticism is not accurate?
A) Use language that focuses on improvement instead of problems.
B) To show more compassion, be as vague as possible.
C) Ask the team members for feedback.
D) Discuss the behavior, not the person.
Ques. 5You are in a meeting receiving your performance review and are surprised that your supervisor has offered you many suggestions for improvement. How should you react to the criticism?
A) Interrupt your supervisor frequently to comment on his or her suggestions so that you don't miss giving feedback on anything.
B) To avoid any type of confrontation with your supervisor, agree with all comments made.
C) Try to deflect blame for anything negative said to others in your department.
D) Ask for clarification of comments when necessary.
Ques. 6Which of the following statements about workplace criticism is most accurate?
A) When receiving criticism, individuals should focus on their feelings rather than on the content of the criticism.
B) Most individuals like to give and receive criticism.
C) Giving and receiving criticism is a normal occurrence in the business world.
D) In today's workplace, only managers must give criticism.
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