Ch. 10 Interpersonal Skills

26 Questions | Total Attempts: 299

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Ch. 10 Interpersonal Skills - Quiz

Questions and Answers
  • 1. 
    The number one rule when speaking to clients or customers is to show respect.
    • A. 

      True

    • B. 

      False

  • 2. 
    Companies can help prevent conflict by creating a healthy atmosphere in which everyone is accepted despite differences in beliefs, values, and backgrounds.
    • A. 

      True

    • B. 

      False

  • 3. 
    Telling the truth, maintaining confidentiality, and not spreading rumors are parts of honest behavior.
    • A. 

      True

    • B. 

      False

  • 4. 
    Employment laws forbid discrimination due to gender, age, religion or national origin. This expectation falls under what heading?
    • A. 

      Equity

    • B. 

      Negotiation

    • C. 

      Values

    • D. 

      Respect

  • 5. 
    When team members meet together to give feedback on individual performance, what are they participating in?
    • A. 

      Shared responsibility

    • B. 

      Leadership

    • C. 

      Consensus

    • D. 

      Goals

  • 6. 
    An employee, knowing all parts of the job is considered:
    • A. 

      Business policy

    • B. 

      Role play

    • C. 

      Teamwork

    • D. 

      Cross training

  • 7. 
    Jorge is an engineer with a national car manufacturer. Jorge's colleagues value his ability to come up with new ways of doing things and to find solutions to seemingly impossible problems. What personality trait do Jorge's collegues admire?
    • A. 

      Initiative

    • B. 

      Goal setting

    • C. 

      Integrity

    • D. 

      Creativity

  • 8. 
    What interpersonal skill is specifically needed for success in dealing with customers?
    • A. 

      Set goals

    • B. 

      Give direction

    • C. 

      Manage time

    • D. 

      Maintain self-control

  • 9. 
    A(n)_________________________________ is a specific commitment that a team member makes with the entire team. Similar to a contract, it is a promise to complete a task within a certain time.
  • 10. 
    Being accountable for one's actions, working without much supervision, and always doing one's job are examples of the personal trait called_______________________________.
  • 11. 
    Mark and Brian are data processors at Informal, Inc. Both men are reliable, well-trained, and enthusiastic about their work. Brian, however, easilty accepts new assignments or necessary schedule changes, while Mark sees such changes as crises. Brian is the more valuable employee because he is more ____________________ than Mark.
  • 12. 
    When you listen to a customer's complaint, you should be empathetic, but your actions in response to the complaint must depend on your company's_____________________________.
  • 13. 
    Sabrina is a loan officer with First National Bank. She is friendly to the bank's clients and always remembers their names. She listens carefully to the reasons for each client's loan request, and even if she has to deny a loan, she makes the clients feel valued because she treats them with respect. These illustrations indicate that Sabrina is highly skilled at fostering clients' ________________________.
  • 14. 
    In companies that are organized into teams of employees, the team members are often "cross-trained" to be able to perform a variety of tasks. Not only does cross training give each member several skills, but it also gives the team ________________________ so that it can adapt to new challenges.
  • 15. 
    All of the interpersonal skills that are essential to a marketing career deal with the relationship between marketing employees and their ___________________________.
  • 16. 
    Time ___________________________ is an essential personal skill that involves learning to budget the hours in your day in order to meet your responsibilities.
  • 17. 
    Mary Ellen works for a film production company. She is well-known for her excellent ideas and for her ability to defend her ideas confidently and authroitatively. Mary Ellen's readiness to stand up for herself can be described as ___________________ behavior.
  • 18. 
    ______________________________- an active process, all attention in on the speaker
    • A. 

      Listening

    • B. 

      Tact

    • C. 

      Empathy

    • D. 

      Negotiation

  • 19. 
    ____________________________ - able to defend one's beliefs, rights, and ideas.
    • A. 

      Courtesy

    • B. 

      Assertive

    • C. 

      Negotiation

    • D. 

      Ethics

  • 20. 
    _____________________________-understanding of a person's situation, frame of mind.
    • A. 

      Ethics

    • B. 

      Stress relief

    • C. 

      Empathy

    • D. 

      Courtesy

  • 21. 
    ______________________-basic values and moral principles
    • A. 

      Courtesy

    • B. 

      Ethics

    • C. 

      Self-esteem

    • D. 

      Assertive

  • 22. 
    _____________________________-working with parties to find resolution to a conflict.
    • A. 

      Negotiation

    • B. 

      Listening

    • C. 

      Assertive

    • D. 

      Teamwork

  • 23. 
    _________________________-decision reached by a group after discussion.
    • A. 

      Idea

    • B. 

      Consensus

    • C. 

      Initiative

    • D. 

      Agreement

  • 24. 
    ______________________________-desier and ability to start a task or project.
    • A. 

      Stress relief

    • B. 

      Ethics

    • C. 

      Initiative

    • D. 

      Assertive

  • 25. 
    ___________________________-regular exercise, balanced diet, enough sleep
    • A. 

      Stress relief

    • B. 

      Teamwork

    • C. 

      Tact

    • D. 

      Interpersonal skills

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