Deck 5: Critical Workplace Skills

Question 1

Anger management is the process of learning to recognize signs that you are becoming angry, and taking action to calm down and deal with the situation in a positive way.

Answer 1

True

Question 2

A form of procrastination is

A) not wanting to do the task.
B) interrupting yourself.
C) convincing yourself of defeat.
D) all of the above.

Answer 2

D

Question 3

Taking a team approach to customer service means working together as a group with common expectations and goals.

Answer 3

True

Question 4

Negative office chatter does not typically affect a worker's attitude or stress level.

Question 5

Teamwork creates a synergy, which means that the combined effect of individual efforts is greater than their individual efforts alone.

Question 6

CSRs who manage stress effectively make time for relaxation activities and humor each day.

Question 7

Part of managing stress is setting attainable goals and not taking on too many commitments at one time.

Question 8

If one of your main sources of stress is the sheer number of things that need to be done, getting organized should help you feel more in control.

Question 9

Relaxation causes pyschological changes but typically has no physiological affect..

Question 10

Effective stress management means finding the right balance between too much and too little stress, and then maintaining that balance at each stage of your life.

Question 11

Using an electronic device such as a personal digital assistant (PDA) or Smartphone can help organize a busy schedule.

Question 12

Time management consists of identifying activities that must be completed, and then prioritizing those activities so that the least important ones are accomplished first.

Question 13

Effective time management is not a challenge for most people and does not require concerted effort or regular practice.

Question 14

Setting goals, completing unfinished business, and resolving conflicts are examples of how to reduce or eliminate unwanted stress.

Question 15

Anger is not a natural emotion is most people.

Question 16

It is not necessary to consider your schedule before agreeing to take on additional work.

Question 17

Burnout is not associated with concerns about job security or being confused about expectations and priorities on the job.

Question 18

Getting plenty of sleep, eating smart, exercising regularly, and taking breaks are healthy examples that will help improve your efficiency so that you can complete your work in less time.

Question 19

Procrastination is the act of putting something off.

Question 20

While humor and laughter can help reduce stress, they usually have a negative impact on team building and motivating others.

Question 21

A decline in job performance, sloppy work habits, and irritable and quarrelsome behavior are examples of

A) behavioral effects of stress.
B) procrastination.
C) poor time management.
D) all of the above.

Question 22

Organizing your work area and preparing a monthly schedule are examples of

A) positive stress.
B) time management skills.
C) organizational skills.
D) procrastination.

Question 23

A state of being that is self-initiated and causes physiological and psychological changes is called

A) positive stress.
B) relaxation.
C) burnout.
D) synergy.

Question 24

Feelings of physical and emotional exhaustion due to stress from working with people under difficult or demanding conditions is called

A) synergy.
B) burnout.
C) negative stress.
D) procrastination.

Question 25

A force that motivates and energizes you rather than makes you anxious and frustrated is called

A) negative stress.
B) positive stress.
C) synergy.
D) relaxation.