McCreary Central High SchoolInstructor: G. Owens

Workplace Principles

4th NINE WEEKS STUDY GUIDE FOR

CHAPTE 5 AND CHAPTER 6

TELECOMMUNICATIONSBUILDING COMMUNICATIONS SKILLS

Directions: Download the chapter answer form to record your answers or follow your instructor’s directions.

True/False

  1. It is necessary to answer the phone by the fourth ring. T
  2. Your voice can show that you are ready and willing to help. T
  3. It is acceptable to promise that the manager will return a call. F
  4. Telephone directories are the same except that you must pay a nominal fee for the

Yellow Pages. F

  1. Talking Yellow Pages is a supplemental publication to the traditional Yellow Pages. T
  2. When an angry caller reaches you, you should deal with the situation in a timely manner. T
  3. The time at the place where a long-distance call is made determines if your call will be answered promptly. T
  4. Showing empathy demonstrates you are seeking to understand what the other person wants to communicate rather than what you want to understand. T
  5. The term acceptance means you understand the message from the caller’s point of view. T
  6. An example of a distorted sound is when the r is dropped in February and is pronounced as Febuary. F
  7. The most effective question to ask a caller is “May I help you?” not “How may I help you?” F
  8. Transferring calls is effectively accomplished most often when the office professional knows how to transfer the calls. T
  9. When transferring a call, the commonly accepted response is, “I will be happy to transfer your call. If we should lose connection, Ms. Wong’s telephone extension is 9876.” T
  10. If you are in doubt about responding to a question for which you are uncertain about the answer, an appropriate response is to be honest and say, “I don’t know the answer (or “I don’t have an answer to your question”).” T
  11. If you choose to dial directly an international call, simply dial in the following order: country code, city code, and local number. T
  12. Most acknowledgments either state or imply that another communication will follow. T
  13. Conciseness refers to the arrangement of words and ideas in a logical order. F
  14. The business letter is one of the main vehicles for transmitting messages between the organization and its customers or clients. T
  15. Standard or regular memorandums are used mostly as records of information. T
  16. Using the “you attitude” means to use “you” or “your” in as many sentences as possible.F
  17. Addressed envelopes should be placed over each transcribed letter and its accompanying enclosures to separate each item from the other in the FOR SIGNATURE file. T
  18. When an e-mail is sent the first time, the person responding should reply to this email; when the originator of the first e-mail receives this first reply and needs to respond, he or she should do so in the same-mail, thus avoiding breaking the e-mail thread. T
  19. A person’s mistakes could easily cost an organization goodwill, time, and money. T
  20. The US Postal Service suggests all envelopes be addressed in all caps and no punctuation appear in the entire address. T
  21. Standard memorandums are the most common form of communication within an organization. F
  22. Effective verbal skills cannot be learned. F
  23. Written communication is just as important today as it has ever been. T
  24. Our non-verbal communications express our feelings and opinions better than our spoken words. T
  25. The greatest barrier to effective communications is not listening. T
  26. When communicating with someone with poor English skills, it is helpful to help the speaker finish his or her sentences suggesting missed English words to make it easier for him or her to speak and be understood. F
Multiple Choice
  1. A clear voice increases your effectiveness and ______D______
  2. Shows that you are ready and willing to help.
  3. Projects courtesy, confidence, and enthusiasm.
  4. Allows the customer to ask for clarity.
  5. Both A and B
  1. ______D______is transmitted by electronic signals that pass through the telephone lines. It is the least expensive type of call.
  2. Person to person
  3. Station-to-station
  4. Private Branch Exchange
  5. Direct Distance Dialing
  1. ______B______provides direct dialing to an office extension without assistance from an operator.
  2. Direct inward dialing
  3. Direct-Distance dialing
  4. Central Exchange
  5. Private Branch Exchange
  1. The world is divided into ______C______time zones
  2. 12
  3. 18
  4. 24
  5. 30
  1. If your organization has international direct-distance dialing (IDDD), you may dial from North America by ______B______.
  2. Dialing 0.
  3. Dialing 011, the country code, the city/area code, and the local telephone number.
  4. Dialing 011, and the local telephone number.
  5. Dialing the area code and the local phone number.
  6. Which of the following statements is not a barrier to communication? A
  7. Knowing your purpose
  8. Missing the meaning
  9. Differing interpretations
  10. Using familiar words
  1. When you are an active listener D
  1. you show the other person who you are and you want to understand.
  2. you show the other person you accept and welcome him or her to talk to you.
  3. it fosters more meaningful, more helpful, and closer relationships.
  4. All of the above.
  1. When typing an address on an envelope being sent to another country, the country name should be typed: D

a. On the first line in all caps.

b. After the city name with no punctuation and in all caps.

c. Under the postage stamp in all caps.

d. On the last line in all caps.

  1. Before placing a letter signed by your manager in an envelope, be sure to: D
  1. Glance at the signature to know that it has been signed.
  2. Make a photocopy of all letters your manager has written on.
  3. Take the letter to the post office.
  4. Both a and b.
  1. Ways a business can promote itself through networks such as MySpace, Facebook, Twitter, or Linkedin is by D
  1. Posting ads.
  2. Offering games for consumers to play.
  3. Setting up slides.
  4. All of the above.