Creating a Positive Workplace
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Q1) Which best describes a supervisor who is efficient ?
- Uses minimal resources for the amount of outputs produced
Q2) Which part of the management process includes measuring results, comparing results to expectations, and taking corrective action to bring results in to line ?
Q3)Which type of manager establishes a vision for the organization, develops broad strategies, and motivates and directs managers who report to them ?
Q4)A supervisor is expert in the processes, required equipment, and potential problems of their job. What type of managerial skills do they have ?
Q5)A new supervisor is getting to know the real problems of their department and becoming fully informed about the operations there. What stage of supervisory transition are they in ?
Q6) Which characteristic do employees value most highly in a supervisor ?
Q7) Which method of supervision places an emphasis on a genuine concern and respect for employees ?
- Employee-centered supervision
Q8)A supervisor has led their team to exceed their monthly goal of new clients this month. Which type of management results have they attained ?
Q9) Which is a system by which employees can choose and periodically change the blocks of time in which they work ?
Q10) Supervisors are unique in facing conflicting external pressures from which two groups ?
Q11) Which management principle states that management must put aside personal considerations and put company objectives firstly ?
- Subordination of Individual Interest to Mutual Interest
Q12) What management principle is violated when a manager reports jointly to the Vice-President of Marketing and the President of Sales ?
Becoming Customer-Centric
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Q1)What happens when customers take their business to competitors ?
Q2) What is the first step in solving a service problem ?
- Identify the problem or issue
Q3)In a purely customer-centric environment, service measurement is typically in terms of which ?
- The number of customer complaints
Q4)Which customers are employees of other departments or branches, coworkers, and other people who work within the same organization ?
Q5)An associate has just spent 30 minutes showing a customer the features of a tablet. The customer says, “I can get this for a lot less over the Internet. Your prices are outrageous!” Which would be the associate’s LEAST professional response ?
- Put the tablet away and help another customer
Q6)What is the central component in a customer-centric environment ?
Q7)Which is the best indicator of how well a product or service meets a customer's expectations ?
Q8)In the event of a service breakdown you can often find a solution by doing which ?
- Using a people-centered approach to problem analysis and problems solving
Q9)Which is a good strategy for effectively handling rude or inconsiderate customers?
- Don’t resort to retaliation.
Q10)What occurs when lower-level employees are given decision-making and problem-solving authority ?
Employee Communication
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Q1) What is the first step in the basic communication model ?
Q2)Yesterday an accountant's boss complained about the format the accountant uses to track inventory and costs and said they can't understand it. The accountant was surprised since the same format has been used for over 6 months, and the boss has never said anything before. What was wrong with the boss's feedback ?
Q3)Which is the flow of information from the receiver of a message back to the original sender ?
Q4)Which method of communication is the most effective for regular performance appraisals ?
Q5)What type of written communication would be best for an official notice ?
Q6)What is a command given forcefully with the expectation of obedience ?
Q7)A supervisor is most often early to meetings. They sit near the head of the table and nod thoughtfully during the meeting. What type of communication are they demonstrating ?
Q8)Which is an appropriate professional use of social media ?
Q9)Which is unnecessary to report regularly to your boss ?
- hearsay related to other departments
Q10)Which is the best approach to communicate to kinesthetic learners ?
- have the employee create a model of the finished product
Managing Diversity
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Q1) Which attitude promotes effective communication between people from different cultures in the workplace ?
- Respect each other’s differences.
Q2) What behavior is being exhibited if an individual makes assumptions about another based on gender, ethnicity, age or other traits ?
Q3) At what age are workers in the US defined as being "older" ?
Q4) In which circumstance would violating an employee's privacy be justified ?
- they were observed stealing and physically searched
Q5) For most women, what appears to be the main ingredient missing in the labor market in general and in their jobs in particular ?
- having the same opportunity as men
Q6) Which is the idea that women are often evaluated against a “masculine” standard of leadership and for that reason are perceived as too tough or too weak, but never just right ?
Q7) Which occurs when an employee is subjected to comments of a sexual nature, unwelcome physical contact, or offensive sexual materials as a regular part of the work environment ?
- Hostile environment sexual harassment
Q8) Which type of sexual harassment occurs when a supervisor tells an employee he or she will be fired if he or she doesn't sleep with him or her ?
- Quid pro quo sexual harassment
Q9) Which characteristic do Millennials share with Gen Xers ?
- They are likely to have tattoos, and body piercings.
Q10) Which group of workers tend to be risk-takers ?
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