Emotional Intelligence (EI) Questions - 2022

Which of the following is true of emotional intelligence:

A. It helps you manage your emotions.

B. It means you're an emotional person.

C. It's also known as "book smarts."

D. It's not a good predictor of future success

A - It helps you manage your emotions. Emotional intelligence is the ability to recognize and manage emotions in yourself and others. It doesn't have anything to do with being an emotional person—a person who cries easily and one who never shows their emotions can have the same level of emotional intelligence. "Book smarts" aren't the same as emotional intelligence—the term is typically used to describe IQ, or a person's cognitive ability. Many people feel that emotional intelligence may actually be the best predictor of success in life. A person with emotional intelligence has many of the characteristics necessary for success, like problem-solving skills, flexibility, and the ability to get along with others.

SOURCE: EI:001 Describe the nature of emotional intelligence

When we see a traffic light change from red to green, we know that it is time to go. This is an example of how

A. we struggle to understand the nuances of human behavior.

B. our instinct to categorize people and things keeps us safe.

C. stereotypes are always negative and insulting to others.

D. everyone is affected by unconscious bias

B - Our instinct to categorize people and things keeps us safe. Paying attention to the differences and similarities between ourselves and others is a part of human nature. We sort people and things into categories so we can fill gaps in our knowledge and respond quickly to situations based on what we have experienced before. Traffic lights are an example of this phenomenon. This example does not depict how we struggle to understand the nuances of human behavior, how stereotypes are always negative and insulting to others, or how everyone is affected by unconscious bias.

SOURCE: EI:017 Recognize and overcome personal biases and stereotypes

Which of the following might indicate a job applicant's initiative when applying for an entry-level position:

A. Sending a letter of application

B. Completing an application blank

C. Showing up for an interview

D. Having a physical examination

A - Sending a letter of application. Initiative is the willingness to act without being told to do so. Since applicants for entry-level positions do not often write letters of application, sending one requires the applicant to display initiative. Completing application blanks, attending interviews, and having physical examinations do not require initiative, since they are often arranged by employers.

SOURCE: EI:024 Demonstrate initiative

You overhear two classmates gossiping about one of your friends. What can you do to show your loyalty?

A. Ignore the conversation to show that you don't listen to gossip and rumors.

B. Tell your classmates to stop talking about your friend, and defend your friend.

C. Tell your friend all of the hurtful comments that were said about them.

D. Join in the conversation so that your classmates won't gossip about you next

B - Tell your classmates to stop talking about your friend, and defend your friend. Loyalty is faithfulness and devotion to a person or an ideal. Being loyal means sticking by your coworkers, family, and friends, even when it is challenging to do so. If your friend is the subject of gossip, you should stand up for them. Simply ignoring your classmates does not demonstrate loyalty or integrity. If your friend asks what was said about them, you should be honest, but you do not need to tell them every hurtful comment. Finally, joining the conversation to prevent yourself from becoming the subject of gossip does not show loyalty or integrity.

SOURCE: EI:022 Demonstrate honesty and integrity

Qualified employees who behave unethically on the job may harm themselves by being

A. held legally responsible.

B. sent to a training program.

C. passed over for promotions.

D. rotated to similar positions

C - Passed over for promotions. Most businesses try to act in an ethical manner, and they expect their employees to also behave ethically. Employees who behave unethically on the job may harm themselves by being passed over for promotions even if they are well qualified. Coworkers and supervisors often notice other employees' unethical behavior and may lose respect for them because of it. These employees may be passed over for promotions because their supervisors do not trust them to do the right thing, particularly in higher level positions that give them more authority. Employees are not harmed by attending training programs or being rotated to similar positions. Unethical behavior is not necessarily illegal.

SOURCE: EI:004 Demonstrate ethical work habits

When a person fails to take responsibility for decisions and actions, they will likely experience difficulty

A. choosing a college.

B. understanding math homework.

C. creating goals.

D. getting along with others

D - Getting along with others. When a person fails to take responsibility for decisions and actions, they will likely experience difficulty getting along with others. No one is perfect, but a pattern of irresponsibility and breaking commitments can make interpersonal relationships difficult. Failing to take responsibility for decisions and actions will not necessarily make it more difficult to understand math homework, create goals (though it will make it harder to achieve them!), or choose a college.

SOURCE: EI:075 Take responsibility for decisions and actions

Siobhan always treats others the way that she'd like to be treated. She is building trust by

A. communicating often and openly.

B. keeping her promises.

C. being fair.

D. taking responsibility for her mistakes

C - Being fair. Fairness means treating others the way that you'd like to be treated. Creating equal relationships encourages other people to trust you. People will be more likely to trust you if they know you treat everyone equally. Keeping promises, communicating often and openly, and taking responsibility for her mistakes are important techniques, but Siobhan is not demonstrating them in this example.

SOURCE: EI:128 Build trust in relationships

When Tori considers taking something that doesn't belong to her, which ethical principle could help her recognize that she's facing an ethical dilemma?

A. Accountability

B. Transparency

C. Respect

D. Trust

C - Respect. Ethical people always honor the rights, freedoms, views, and property of others. This means not taking things that don't belong to you. Transparency means being truthful when you communicate. People who are accountable for their actions accept responsibility for all their decisions. Being trustworthy means doing what you say you will do and telling the truth. While these are all important ethical principles, they are not illustrated in Tori's example.

SOURCE: EI:125 Recognize and respond to ethical dilemmas

As the assistant purchasing manager of a large company, Hannah juggles many workplace commitments. Last week, Hannah had several meetings with vendors and didn't leave herself enough time to finish the weekly inventory report for her manager—a task that she really doesn't enjoy doing. Because the report was late, Hannah's manager was annoyed with her. What barrier prevented Hannah from effectively managing her workplace commitments?

A. Procrastination

B. Competence

C. Self-esteem

D. Cultural awareness

A - Procrastination. Procrastination is putting off until tomorrow what could have been done today. One reason employees procrastinate is because they don't like doing certain tasks, so they put those tasks off until the last possible moment. All tasks—even those that are not enjoyable—are commitments that employees must manage to perform their jobs efficiently and to help the company achieve its goals. There is no indication that Hannah lacks competence, self-esteem, or cultural awareness.

SOURCE: EI:077 Manage commitments in a timely manner

Which of the following is a primary characteristic of individuals with a high tolerance for ambiguity:

A. Detail-oriented

B. Routine-oriented

C. Optimistic

D. Emotional

C - Optimistic. An individual with a high tolerance for ambiguity is willing to take action despite having incomplete information or a clear direction. This individual tends to be confident and optimistic that things will work out regardless of the amount of information that they have when making a decision. Flexibility is also a key characteristic of individuals with a high tolerance for ambiguity. Flexible people understand that they may need to make changes if it appears that a decision or course of action is not working. Routine-oriented people tend to be uncomfortable with change. Detail-oriented people tend to itemize things and want to have all of the information available before they take action. Emotions are feelings about a situation (e.g., joy, sorrow, love, anger).

SOURCE: EI:092 Develop tolerance for ambiguity

Two salespeople show little interest in their own activities as well as the activities of others. What type of attitude is being exhibited by the salespeople?

A. Pessimistic

B. Constructive

C. Positive

D. Indifferent

D - Indifferent. The salespeople are displaying indifference, or a lack of interest. Negative people are often indifferent and show little interest in their own activities or the activities of others. Salespeople with a positive attitude would be interested in their jobs and interested in helping customers. A pessimistic attitude is a gloomy outlook—expecting the worst. Salespeople who have a constructive attitude are helpful and useful.

SOURCE: EI:019 Exhibit a positive attitude

One of the ways that empathy benefits a business's employees directly is by helping them

A. get along with their coworkers.

B. focus on people's differences.

C. plan effectively for the future.

D. move quickly up the career ladder

A - Get along with their coworkers. Today's workplace is more diversified than ever before. We may not fully understand our coworkers, because of the differences in our backgrounds. Empathy helps in this situation because it motivates us to look for similarities instead of focusing on differences. Empathy is not necessarily a factor in effective planning or career advancement.

SOURCE: EI:030 Show empathy for others

One of the characteristics of effective communication is conciseness. A concise statement is one that

A. presents only relevant information.

B. contains many adjectives.

C. would be described as wordy.

D. is as vague as possible

A - Presents only relevant information. Conciseness is presenting the facts clearly. A concise statement is clear and specific, rather than vague. Concise statements do not contain many adjectives. Being concise is the opposite of being wordy.

SOURCE: EI:007 Explain the nature of effective communications

Frank hurt Maggie's feelings when they disagreed about something. Now, Maggie goes out of her way to avoid Frank and not confront him about the situation. What conflict response mode is Maggie using?

A. Withdrawal C. Negotiating

B. Yielding D. Forcing

A - Withdrawal. Conflict response mode refers to the manner in which a person reacts when a disagreement occurs. Maggie's conflict response mode involves ignoring the conflict by withdrawing and avoiding contact with Frank. Ignoring a situation, or pretending that it doesn't exist, cannot resolve the conflict and can increase Maggie's stress levels because she may be always thinking of ways to avoid Frank. The yielding response mode involves giving the other person what they want, and the negotiating response mode involves a compromise. Forcing is using physical or emotional responses such as throwing punches or using offensive language.

SOURCE: EI:015 Use conflict-resolution skills

Employees can most successfully navigate office politics and prevent unnecessary drama by

A. avoiding close relationships with coworkers.

B. staying to themselves and not talking to others.

C. refusing to spread false rumors around the office.

D. keeping concerns about the workplace to themselves

C - Refusing to spread false rumors around the office. One of the best ways to neutralize the negative effects of office politics is by refusing to spread false rumors. Rumors and gossip can contribute to feelings of distrust and vulnerability among employees, especially when the rumors are unfounded. Employees do not have to stay to themselves or avoid forming relationships at work; however, they should focus on building positive relationships built on trust and honesty. Sharing concerns about the workplace can be productive and improve office life.

SOURCE: EI:109 Explain the nature of office politics

When determining if a personal vision is realistic, a person must determine if the vision will have

A. measurable goals.

B. limited resources.

C. few setbacks.

D. permanent results

D - Permanent results. Personal vision is the future that you want to create. It involves creating positive change through hard work over the long term. For example, Martin Luther King Jr. had a vision in which his children would have equal rights with all Americans. His vision was to end racism, and he took many steps to make his vision come true. Due to his efforts, people's attitudes changed, and laws were established to protect and ensure all people's rights, which created permanent results from his vision. When working toward a personal vision, a person may experience setbacks and challenges, such as limited resources. Not all of the results of visions can be measured because they often affect others on a personal and intangible level.

SOURCE: EI:063 Determine personal vision

Inspired people are generally

A. more open to new experiences.

B. less absorbed in their work.

C. more extrinsically motivated.

D. less satisfied with their life

A - More open to new experiences. People who are inspired are generally more open to new experiences than those who are not inspired. Inspired people are also generally more absorbed in their work, more intrinsically motivated, and more satisfied with their life.

SOURCE: EI:133 Inspire others

Which of the following is a typical behavior for a person with a high achievement orientation:

A. Impatience

B. Persistence

C. Ruthlessness

D. Irresponsibility

B - Persistence. Accomplishing goals is never easy—that's why it's important for achievement-oriented people to be persistent. They don't give up when the going gets tough. Instead, they work even harder to achieve their goals. People with a high achievement orientation are not impatient, ruthless, or irresponsible.

SOURCE: EI:027 Develop an achievement orientation

Which of the following people is more likely to challenge the status quo:

A. A person who is benefiting from the current situation

B. A person who views old ways as superior

C. A person who uses critical thinking to evaluate a situation

D. A person who always follows the crowd

C - A person who uses critical thinking to evaluate a situation. A person who uses critical thinking to consider the validity of a situation and considers various viewpoints to determine the best and most logical way of doing something is more likely to challenge the status quo. People who are benefiting from the status quo usually resist or oppose a challenge to it. People who follow the crowd or view old ways as superior are not likely to challenge the status quo.

SOURCE: EI:134 Challenge the status quo

Effective coaches are patient, dependable, and

A. entertaining.

B. critical.

C. distracted.

D. approachable

D - Approachable. Coaching is enabling other people to reach their true potential by helping them overcome barriers that are keeping them from doing so. To help others reach their true potential, effective coaches show their concern for and support of others by being patient, dependable, and approachable. Approachable coaches have the attitude and demeanor that says, "You can always talk to me. I am here for you." A person who is distracted or overly critical of others is being insensitive to others' feelings and is not exhibiting characteristics of an effective coach. Although an effective coach should have a pleasant personality, they do not need to be amusing or entertaining.

SOURCE: EI:041 Coach others

Personality is a combination of an individual's personal

A. ethnic heritage.

B. education.

C. characteristics, or traits.

D. religion

C - Characteristics, or traits. Personality is the combination of all of an individual's personal characteristics, or traits. Each person is unique because the combination of their personal traits is different. A person's ethnic heritage is the background a person was born into. Education is the amount of formal educational teachings a person has had. A person's religion is their organized form of belief.

SOURCE: EI:036 Treat others with dignity and respect

Thoroughly examining a viewpoint requires reading or listening to information from

A. people that agree with you.

B. a single authoritative source.

C. several different sources.

D. politically affiliated sources

C - Several different sources. Thoroughly examining a viewpoint means making sure that you know the specifics of each "side" of the debate so that you can make an informed decision. This means listening to or reading information from several different sources instead of just one. It wouldn't help you to gather information solely from people that agree with you, since you wouldn't gain any new perspectives that way. It would also be unwise to gather information solely from politically affiliated sources since these sources would likely be biased.

SOURCE: EI:136 Consider conflicting viewpoints

Being enthusiastic means

A. showing up to work 10 minutes early.

B. being engaged, excited, and dedicated.

C. giving compliments to those around you.

D. being pessimistic about the future

B - Being engaged, excited, and dedicated. Being enthusiastic means being engaged, excited, and dedicated to your cause, project, or team. Being enthusiastic does not necessarily mean showing up to work 10 minutes early or giving compliments to those around you, but being punctual and complimenting others are always good ideas. Pessimism about the future is definitely not a characteristic of enthusiasm.

SOURCE: EI:133 Inspire others

Jill is waiting to find out how she scored at a dance competition. She starts to feel her heart racing and starts thinking about all of the mistakes she made during her routine, assuming the worst. Jill needs to

A. assess risks.

B. stay calm and neutral.

C. focus on creativity.

D. ask questions.

B - Stay calm and neutral. Keeping yourself in the right frame of mind is essential to tolerating ambiguity. If Jill is starting to feel stressed or panicked, she should take a moment to breathe deeply and relax. That way, she can try to halt her negative thinking. Assessing risks, focusing on creativity, and asking questions would not necessarily help Jill in this situation.

SOURCE: EI:092 Develop tolerance for ambiguity

Assuming that all people of a certain nationality will work long hours for low pay is an example of

A. harassment.

B. discrimination.

C. prejudice.

D. stereotyping

D - Stereotyping. A stereotype is a set image or an assumption about a person, a group of people, or a thing. Assuming that all people of a certain nationality will work long hours for low pay is stereotyping because it makes a judgment about a group as a whole rather than considering people as unique individuals. Discrimination is unfair treatment of a person or a group based on the person's or group's characteristics. Prejudice is opinion or judgment that is based on feeling or hearsay, rather than fact. Harassment is any kind of unwelcomed behavior that is carried out for the purpose of annoying or intimidating another person.

SOURCE: EI:017 Recognize and overcome personal biases and stereotypes

A customer asked, "What ties would you suggest with this shirt?" The salesperson responded, "Let me show you some that would look wonderful with it." The salesperson is demonstrating

A. a negative attitude.

B. interest and enthusiasm.

C. boredom and indifference.

D. extensive product knowledge

B - Interest and enthusiasm. The salesperson has shown an immediate interest in the customer's request and given an enthusiastic response. The salesperson does not have a negative attitude, which would be characterized by boredom and indifference. The extent of their product knowledge cannot be judged by the response to a single question.

SOURCE: EI:020 Demonstrate interest and enthusiasm

Tony likes to make his own decisions and act without influence or direction from anyone else. He can be described as

A. egotistical.

B. dependent.

C. insecure.

D. independent

D - Independent. Independent people are those who think and act on their own. They do not wait around for someone to tell them what to do next. People who are dependent and/or insecure rely heavily on others. Egotistical people have an inflated view of their own importance.

SOURCE: EI:024 Demonstrate initiative

Part of accountability is

A. being fair.

B. making judgments based on fact rather than opinion.

C. treating others kindly even if they are different from you.

D. doing what you say you will do.

D - Doing what you say you will do. Part of accountability is doing what you say you will do. This means that people can count on you—an important aspect of responsible behavior. Making judgments based on fact rather than opinion is part of honesty. Treating others kindly even if they are different from you is part of compassion/respect. Being fair is part of fairness.

SOURCE: EI:021 Demonstrate responsible behavior

You don't cheat on your calculus test, even though your teacher isn't watching. You're showing

A. loyalty.

B. integrity.

C. empathy.

D. transparency

B - Integrity. Integrity means always doing the right thing, no matter what. This means that you do the right thing even when no one else is watching, when it isn't easy, or when it might not be in your best interest. People can depend on you to not simply take the easy way out. Not cheating on a test, even when no one is watching, shows integrity. Loyalty, empathy, and transparency are important characteristics, but they are not illustrated in this example.

SOURCE: EI:128 Build trust in relationships

In ethical dilemmas, someone (or something) could be

A. fired.

B. promoted.

C. respected.

D. hurt

D - Hurt. In ethical dilemmas, someone (or something) could be hurt. Making ethical decisions could lead to more respect, but this is not a way to determine whether or not a dilemma is ethical. Someone could be promoted or fired based on the outcome of an ethical dilemma, but again, this would not help you determine whether or not you are facing an ethical dilemma.

SOURCE: EI:125 Recognize and respond to ethical dilemmas

Which of the following is a strategy that can help boost your energy and productivity:

A. Powering through to finish all you have to do.

B. Taking time to rest and relax.

C. Quitting your job.

D. Delegating all of your work to someone else.

B - Taking time to rest and relax. Taking small breaks to rest and relax boosts productivity, reenergizes you, and gives your brain a chance to refresh. Powering through to finish all you have to do will not necessarily help boost energy and productivity; in fact, it might drain them even further. Quitting your job is not necessarily helpful or realistic. Finally, delegating all of your work to someone else will not necessarily boost your energy and productivity.

SOURCE: EI:077 Manage commitments in a timely manner

An example of governmental change would be a change in

A. highway speed limits.

B. a person's occupation.

C. the price of goods.

D. the use of automation

A - Highway speed limits. Governmental changes refer to new or revised laws, regulations, policies, public services, and leadership. Changes in highway speed limits are governmental changes. Changes in the use of automation are technological changes. Changes in the price of goods are economic changes. Changes in a person's occupation are personal changes.

SOURCE: EI:026 Adjust to change

Another employee is upset because of a reprimand from the manager. You listen quietly and then share how you handled a reprimand. You are demonstrating __________ behavior.

A. critical

B. indifferent

C. empathetic

D. impatient

C - Empathetic. Empathy is the ability to put yourself in another person's place. By showing compassion and sharing a similar experience, you are demonstrating empathetic behavior. To be indifferent means that you don't care or wouldn't respond. To be critical means to find fault with your fellow employee's actions. To be impatient means not taking the time to listen or sympathize.

SOURCE: EI:030 Show empathy for others

Which of the following is a true statement about effective communication:

A. It is up to the sender to facilitate effective communication.

B. Effective communication is a two-way process.

C. There are very few barriers to effective communication.

D. People rarely make mistakes when communicating

B - Effective communication is a two-way process. Communication requires both a sender and a receiver to work. Both the sender and the receiver are responsible for facilitating effective communication. There are many barriers to effective communication, including spelling and grammar mistakes, poor listening skills, inappropriate nonverbal cues, and stereotypes and generalizations. People often make mistakes when they are communicating that create barriers to effective communication.

SOURCE: EI:007 Explain the nature of effective communications

Behavior that is characterized by respect for personal rights as well as for the rights of others is __________ behavior.

A. assertive

B. passive

C. offensive

D. aggressive

A - Assertive. Assertive people stand up for their own rights as well as the rights of others. Passive behavior is characterized by a failure to exercise personal rights and a lack of respect for personal needs. Aggressive behavior is characterized by a willingness to ignore the rights of others and to exploit them to achieve personal goals. Offensive behavior is unpleasant or displeasing actions.

SOURCE: EI:008 Use appropriate assertiveness

Determine if the following statement is true or false: Anyone, regardless of the position they hold within a company, can become an effective leader.

A. True; leadership skills can be studied and practiced by those who are willing to learn.

B. True; anyone can be a leader if they pass a leadership skills assessment test.

C. False; only people with positions of authority in a company can be effective leaders.

D. False; a company with too many leaders usually experiences chaos and uncertainty.

A - True; leadership skills can be studied and practiced by those who are willing to learn. A leader is an individual with the ability to guide or direct others in a desired manner to achieve goals. Each one of us has great leadership potential inside. The skills, behaviors, and characteristics associated with leadership can be studied and practiced by anyone with a desire to learn. Effective leaders with various skills and expertise can be found in the workplace at all levels—from the president to the frontline production employee. A successful business needs people with leadership skills at all levels in different circumstances. In some situations, having too many managers might create problems for employees. This often occurs when a manager contradicts another manager's directions. It is important to remember that there are some people holding positions of authority in the workplace who do not have good leadership skills, which makes them less effective leaders.

SOURCE: EI:009 Explain the concept of leadership

Even when people view a certain way of doing something as harmful, they may continue to do it that way because

A. they are competitive.

B. they are innovative.

C. it's the best way.

D. it's easier

D - It's easier. People often continue doing something even when it is harmful because it is easier than learning a new way. Innovative and competitive people find new and better ways to do things instead of continuing old or harmful ways. If something is harmful, it is not the best way.

SOURCE: EI:134 Challenge the status quo

To effectively lead change, you must first

A. assess how others will view the change.

B. point out why others' ideas are unacceptable.

C. indicate why the change is necessary.

D. communicate the urgency of the issue

C - Indicate why the change is necessary. To effectively lead change, you must be able to guide others and persuade them to alter their opinions or actions. Because some individuals have a difficult time accepting and making changes, change leaders must be able to explain why the change is necessary and how the change will benefit them. Others may or may not have other ideas about implementing change. Immediately pointing out the negative aspects of others' ideas may put them on the defensive and hinder your effectiveness in persuading the individuals to accept your suggested change. You cannot assess how others will view the suggested change until the change has been discussed. The reason for the change should be communicated, regardless of the urgency of the issue.

SOURCE: EI:005 Lead change

Maggie owns an auto repair business. She'd like to be the best auto repair shop in the city. Is this a goal or a vision?

A. A goal. It's long term, overarching, and inspirational.

B. A vision. It's specific, measurable, and time-bound.

C. A vision. It's long term, overarching, and inspirational.

D. A goal. It's specific, measurable, and time-bound

C - A vision. It's long term, overarching, and inspirational. When Maggie says she wants to be the best auto repair shop in the city, she's talking about her vision. A vision is long term, challenging but realistic, and compelling. A vision involves the big picture and the overarching aim of the organization. Also, it's meant to provide inspiration for the future. A goal, meanwhile, is specific, measurable, and time-bound. Goals might be considered small steps on the way to achieving the vision. In Maggie's example, a goal might be gaining a certain number of new customers this month.

SOURCE: EI:060 Enlist others in working toward a shared vision

Which of the following is a skill that coaches need to master to be effective:

A. Communication

B. Management

C. Flexibility

D. Integrity

A - Communication. The most important skills used in coaching are communication skills. A good coach knows how to listen well, ask the right questions, give feedback, and display appropriate nonverbal behavior. Management is the process of coordinating resources to accomplish an organization's goals. Flexibility and integrity are character qualities that good coaches display rather than skills that coaches need to master.

SOURCE: EI:041 Coach others

Workers who enjoy close supervision and specific instructions will feel most comfortable working under a(n) __________ leader.

A. republican

B. authoritarian

C. democratic

D. laissez-faire

B - Authoritarian. Authoritarian leaders give very few, if any, decision-making responsibilities to employees. Workers who prefer this style of leader would not feel comfortable with a democratic leader, who exerts only moderate control, or with a laissez-faire leader, who exerts little or no control. Republican is a term

that describes a political party in the United States.

SOURCE: EI:037 Foster positive working relationships

Being exposed to different viewpoints can broaden your horizons by

A. allowing you to interact solely with people similar to you.

B. decreasing your ability to communicate with others.

C. helping you maintain your existing friendships.

D. opening your mind to ideas you may not have considered before

D - Opening your mind to ideas you may not have considered before. When you are exposed to different perspectives, your mind is opened to new ideas that you may not have considered before. This can help broaden your understanding of the people and world around you. Being exposed to different viewpoints often means interacting with people and groups that are different than you, not just those similar to you. Being exposed to different viewpoints can improve your ability to communicate with others, not decrease it. Your ability to maintain existing friendships is not necessarily related to being exposed to new viewpoints.

SOURCE: EI:136 Consider conflicting viewpoints

Pablo follows the same ethical beliefs whether he's hanging out with his friends, working on a group project, or working at his part-time job. Pablo follows ethical

A. situations.

B. principles.

C. problems.

D. consequences

B - Principles. Following ethical principles means your ethical beliefs don't change when you're in a new situation. Pablo follows the same ethical principles at school, home, and work. This is not referred to as an ethical problem. Ethical situations occur when Pablo decides whether something is right or wrong. If Pablo doesn't behave ethically, he could face consequences.

SOURCE: EI:123 Describe the nature of ethics

One way to acknowledge your biases and change your mindset is to regularly interact with those who are

A. different from you.

B. similar to you.

C. biased against you.

D. familiar to you

A - Different from you. One of the main causes of prejudice and discrimination is a lack of knowledge about a group of people. If you are surrounded by those who are just like you, you may not understand people who are different. You may experience discomfort or even fear when you do encounter someone different, which can lead you to resort to prejudicial thinking. It is important to consider other points of view and to develop empathy for those who come from a different background than yours. Exposing yourself to new situations can be scary, but it will help you see that those who may appear different might be more like you than you think—and if not, that diversity should be welcomed and celebrated.

SOURCE: EI:017

Knowing your strengths and weaknesses __________ professional development and career success.

A. decreases chances for

B. increases discontent with

C. increases opportunities for

D. decreases consistency with

C - Increases opportunities for. When you know your strengths and weaknesses, you have a greater, not lesser, chance for career success. You give yourself the opportunity to maximize your strengths and improve your weaknesses. Knowing your strengths and weaknesses does not typically increase discontent or decrease consistency with professional development and career success.

SOURCE: EI:002

When making a decision about a new product idea, Mitch asked for the input of employees from every department to make sure that he was well informed and understood multiple perspectives. Mitch demonstrated fairness by

A. avoiding bias.

B. following rules.

C. taking accountability.

D. sticking up for others

A - Avoiding bias. Avoiding and preventing bias is one of the most important ways to demonstrate fairness to others. Consulting others and getting insight from differing points of view is a great way to make sure you are being unbiased. Mitch is consulting other employees from different backgrounds so he can make sure that he is getting different viewpoints and not being biased in favor of his own background and agenda. In this instance, Mitch is not following rules, taking accountability, or sticking up for others.

SOURCE: EI:127

Imran has been working on his physical fitness by running each morning before school. Sometimes, when the alarm goes off, Imran would prefer to stay in bed and sleep in. However, he gets up and runs anyway because he knows it will help him reach his fitness goals. By running each morning even when he doesn't feel like it, Imran is displaying

A. self-awareness.

B. self-discipline.

C. critical-thinking skills.

D. resentment

B - Self-discipline. Being responsible means doing what you need to do even when it's challenging. You may not feel like studying for your midterm exams, but if you have self-discipline, you'll buckle down and do it so that you can be fully prepared to do your best. By running each day even when it's challenging, Imran is setting himself up for success. Resentment is being frequently upset with others because you think you've been treated unfairly. Having critical-thinking skills means that you can make reasonable judgments about people, ideas, situations, etc. Self-awareness simply refers to your ability to recognize the effects your actions have on others.

SOURCE: EI:075

A coworker suggests an idea that you don't agree with. How can you build trust by showing respect?

A. Ask your coworker not to suggest any more ideas today.

B. Ask your other coworkers if they can come up with better ideas.

C. Suggest a better idea before your coworker finishes talking.

D. Listen to your coworker's idea before explaining your thoughts

D - Listen to your coworker's idea before explaining your thoughts. Respectful people always honor the rights, freedoms, views, and property of others. This means listening to other people's opinions instead of starting fights, not taking things that don't belong to you, and showing basic politeness. If a coworker suggests an idea you don't agree with, you should listen politely before explaining your thoughts. You should not interrupt your coworker to suggest a better idea or ask your coworker not to suggest any more ideas. Asking other coworkers to come up with better ideas may be seen as rude, although you may respectfully ask them to contribute their thoughts.

SOURCE: EI:128

When Jane's biology teacher pulls her aside after class to discuss texting during lab, Jane throws her hands in the air, denies the behavior, and spends the rest of the conversation thinking about how she can disprove the accusation. Jane's strong reaction raises a barrier between the teacher and herself, and

she is engaging in

A. self-control.

B. defensiveness.

C. scapegoating.

D. destructive criticism

B - Defensiveness. Defensiveness involves participating in protective behavior with the intent to avoid criticism. Defensiveness raises a barrier between you and the speaker, and it keeps you from hearing the criticism clearly because you're thinking of ways to defend yourself. Becoming defensive in the face of feedback not only can keep you from benefiting from the wisdom and insights of others, but it can also cause you to fall out of favor with your supervisor. Self-control is the ability to monitor and regulate one's emotions. Scapegoating is choosing a person or group to assign blame to. Destructive criticism points out mistakes and includes a personal attack on the individual.

SOURCE: EI:003

Jamison is ignorant of his new classmate's culture. In other words, Jamison is

A. individualist.

B. ethnocentric.

C. unintelligent.

D. uninformed

D - Uninformed. Saying that a person is ignorant just means they lack knowledge or information about something. Because Jamison is ignorant of his new classmate's culture, he is uninformed. If someone is ignorant, it does not mean they are unintelligent. Being ethnocentric means you believe your own culture is naturally better than others. Being individualistic means placing an emphasis on independent work and accomplishments. Jamison does not demonstrate ethnocentrism or individualism in this example.

SOURCE: EI:033

Callie's coach is meeting individually with each player to discuss their performance at last night's rugby match. How should Callie engage in active listening?

A. Stare at her coach and keep her face blank

B. Interrupt to offer her own thoughts on the match

C. Let her mind wander to other subjects

D. Paraphrase the message in her own words

D - Paraphrase the message in her own words. Active listening is a method of careful listening that involves paying attention, displaying proof of listening, and providing feedback to facilitate the two-way transmission of information. This allows the receiver to truly comprehend and interpret the information they are being given—ensuring that they fully understand the sender's message. To help her comprehend her coach's message, Callie should reflect on what they have said by paraphrasing the message in her own words. Callie would be providing feedback, which is part of active listening. Interrupting her coach, letting her mind wander, and staring and maintaining a blank face are all examples of barriers to communication.

SOURCE: EI:007

Steph always knows how to say the right thing in any circumstances. What does Steph possess?

A. Empathy

B. Tact

C. Confidentiality

D. Transparency

B - Tact. The ability to say the right thing in any circumstances is tact. Being open and honest can sometimes be difficult, but it's still necessary to do so in a polite way. Empathy is the ability to relate to the feelings, thoughts, and experiences of other people. Confidentiality means respecting other people's private information. Transparency involves communicating openly and honestly with everyone. Having tact is part of fostering open, honest communication.

SOURCE: EI:129

Which of the following is an effective persuasive technique:

A. Look people in the eye when speaking to them.

B. Cross your arms to make people feel comfortable.

C. Speak loudly during your entire conversation.

D. Explain why your coworker is the wrong choice

A - Look people in the eye when speaking to them. This is an effective persuasive technique because you are using appropriate body language. Crossing your arms will not usually make people feel comfortable. You should speak in a normal tone of voice and speak a little louder to make a point. Explaining why your coworker is the wrong choice uses negativity, which often makes you look mean-spirited or insecure.

SOURCE: EI:012

All members establish goals together in __________. In __________, a leader preestablishes goals.

A. groups; committees

B. groups; teams

C. committees; teams

D. teams; groups

D - Teams; groups. You may think that a team is just a group of people, but teams go a step further. For example, in teams, all members establish goals together. In groups, a leader preestablishes goals. A committee is an appointed group of people that is dedicated to a specific matter. Teams are groups that collaborate and evenly share responsibilities to accomplish a goal. Each team member has important and unique contributions they make for the team to be successful. All team members have an equal stake in the outcome.

SOURCE: EI:045

What are the basic principles that govern people's behavior and help us make better decisions?

A. Laws

B. Ethics

C. Personalities

D. The Golden Rule

B - Ethics. Ethics are the basic principles that govern people's behavior. They guide our actions and help us make better decisions. Laws are legally enforced rules, and while they may regulate people's behavior, they are not the basic principles that help us make better decisions. Personalities are characteristic patterns of thoughts and behaviors that are unique to each person. The Golden Rule refers to the principle of treating others the way you would want to be treated yourself.

SOURCE: EI:131

Rayne behaves ethically most of the time, but she sometimes acts unethically when she thinks she won't get caught. Rayne's ethical behavior is

A. respectful.

B. irrelevant.

C. inconsistent.

D. unnecessary

C - Inconsistent. Being consistent in your ethics means always doing the right thing, no matter the circumstances or situation. Ethical people are consistent no matter who is watching them or whether or not they have something to gain. Rayne's ethical behavior is inconsistent because her ethics tend to waver when she thinks she won't get caught, which is an example of inconsistency. There is no indication that Rayne's ethical behavior is irrelevant, respectful, or unnecessary.

SOURCE: EI:132

Which of the following is the best way to describe the relationship between goals and personal visions:

A. Your goals act as the backbone of your personal vision.

B. Your goals and your personal vision are the same thing.

C. Your goals and your personal vision are unrelated.

D. Your goals always take priority over your personal vision

A - Your goals act as the backbone of your personal vision. A goal is a concrete end result that you hope to achieve. Goals are considered "finished" when they are accomplished, whereas a personal vision is a lifelong pursuit with no distinct endpoint. Goals also tend to be more specific and measurable than visions. Even though your goals and vision are different, they are closely related. Your goals act as the backbone of your vision; each goal that you complete moves you closer to your desired future. Goals support your personal vision and do not necessarily always take priority.

SOURCE: EI:063

A company's successful original product line has not changed much over the years. Recently, new competitors are developing more technologically advanced products. What should the company do to challenge its status quo?

A. Focus on adapting current products rather than new products

B. Increase promotional efforts for the original product line

C. Consider opportunities as more important than threats

D. Invest in market research and product development

D - Invest in market research and product development. Companies should challenge the status quo because companies that do not evolve with their industries will often lose market share. One way to challenge the status quo is to invest in market research and product development. This will ensure that the company is keeping up with industry trends and adapting its products to customers' needs and wants. Increasing promotional efforts for the original product line will not necessarily challenge the status quo, because the original product line is the status quo. Identifying both opportunities and threats is a good way to challenge the status quo, but opportunities are not necessarily more important than threats. Finally, adapting current products rather than focusing on new products would not necessarily challenge the status quo, because the current products are a part of the status quo.

SOURCE: EI:134

A bakery has a vision to become the number one-rated cupcake shop in town for the next year. The most significant problem with this vision is that it is

A. unclear.

B. short term.

C. realistic.

D. relatable

B - Short term. Great visions are long term rather than short term. This vision only looks at one year, which isn't necessarily long term. There is no indication that the vision is unclear. Good visions should be realistic and relatable. Being realistic or relatable is not a problem demonstrated by the vision in this scenario.

SOURCE: EI:060

Receiving rewards and recognition helps fulfill which basic human need?

A. Trust

B. Shelter

C. Physical health

D. Self-esteem

D - Self-esteem. Receiving rewards and recognition helps fulfill the basic human needs of self-esteem and self-respect. Just as food, clothing, and shelter are necessary for our physical health, self-esteem and self-respect are necessary for our psychological and emotional health. Receiving rewards and recognition may contribute to building a trusting relationship. Shelter is a basic human need that contributes to physical health, but rewards and recognition do not contribute to it.

SOURCE: EI:014

Which of the following statements about management styles is true:

A. Management styles are controlled by companies.

B. Management styles are similar across the board.

C. Management styles are constant over time.

D. Management styles are affected by prior experiences

D - Management styles are affected by prior experiences. Management styles, which are managers' approaches to the task of supervising, are affected by prior experiences, personality traits, and attitudes regarding motivation. Management styles often vary and can change over time, depending on experience, the situation, etc. Management styles are set by individuals, not by companies.

SOURCE: EI:037

Which of the following is an example of a short-term consequence:

A. Cora feels well rested after going to bed early the night before.

B. Lyla becomes physically fit after waking up early to exercise.

C. Philip enjoys a comfortable retirement as a result of saving money.

D. Bradford becomes fluent in a new language as a result of practice

A - Cora feels well rested after going to bed early the night before. A consequence is the result of an action. A short-term consequence is a result that occurs shortly after an action is taken. Because Cora went to bed early one night, she feels the results of this decision the next day, when she feels well rested. This short time frame means that Cora experienced a short-term consequence as a result of her decision. A long-term consequence is a result that does not occur immediately, but rather at some time in the future. Becoming physically fit, enjoying retirement, and becoming fluent in a language are examples of long-term consequences because they result from actions taken far in advance.

SOURCE: EI:137

After Jerry completes his normal tasks, he often seeks additional duties. Other employees sometimes criticize him for doing more than is required. He respects their opinions yet stands up for his beliefs and work goals. Jerry is exhibiting the personal traits of

A. initiative and assertiveness.

B. integrity and dependability.

C. assertiveness and receptivity.

D. dependability and receptivity

A - Initiative and assertiveness. Initiative is the willingness to act without having to be told to do so and often includes seeking additional responsibilities. Assertiveness refers to your ability to express yourself and stand up for your beliefs, rights, and principles. Jerry looks for additional work and stands up for his actions. Integrity is avoiding falsehood in all forms. Dependability is honoring your commitments and obligations. Receptivity is being open to input from other people.

SOURCE: EI:018 Identify desirable personality traits important to business

When you make a mistake, the responsible thing to do is

A. quit the project.

B. admit it.

C. determine where to lay the blame.

D. try to fix it before anyone finds out

B - Admit it. When you make a mistake, the responsible thing to do is admit it. Then, you can try to fix it, but you shouldn't hide your error from those who need to be aware of it. You shouldn't lay the blame on anyone else. It shouldn't be necessary to quit a project just because you made a mistake—learn from it and move on.

SOURCE: EI:021 Demonstrate responsible behavior

One way that businesses can protect the privacy of their customers is to limit the number of employees who have access to the customers'

A. purchasing histories.

B. personal information.

C. identification codes.

D. phone numbers

B - Personal information. Many businesses gather personal information about their customers that they store in a database. This might include information about a customer's credit rating, financial status, education, etc. Such information should be available only to employees who need to know it to do their jobs. Businesses should limit the number of employees who have access to customers' personal information in order to protect the privacy of their customers and prevent unauthorized persons from obtaining and using this information. A customer's phone number, purchasing history, and identification code are types of routine business information that usually are not considered to be private.

SOURCE: EI:029 Respect the privacy of others

You overhear one of your coworkers talking about going on an interview for a new job. You decide to keep this information to yourself. Which technique for fostering open, honest communication are you demonstrating?

A. Ask and encourage questions.

B. Don't be defensive.

C. Don't share confidential information.

D. Tell the whole truth.

C - Don't share confidential information. Being open and honest doesn't mean sharing other people's private information. Private information should be kept confidential. Telling the whole truth does not mean spreading confidential information but is still not being demonstrated in this example. Not being defensive, and asking and encouraging questions are other techniques for fostering open and honest communication.

SOURCE: EI:129 Foster open, honest communication

What idea do you have to "sell" during an interview?

A. The idea of yourself as company CEO

B. A plan for improving the company's sales

C. The idea of yourself as a future employee

D. Your religious and philosophical beliefs

C - The idea of yourself as a future employee. During a job interview, you have to "sell" the idea of yourself as a future employee. You need to convince the employer that hiring you is a good idea. You do not need to "sell" a plan for improving the company's sales or the idea of yourself as company CEO. It would be inappropriate to attempt to "sell" your religious or philosophical beliefs during an interview.

SOURCE: EI:108 "Sell" ideas to others

The advantage to businesses of using direct marketing is that it is considered an effective

A. transaction method.

B. sales presentation.

C. promotional tool.

D. time-saver

C - Promotional tool. Direct marketing involves the use of one or more advertising media to communicate with the consumer. It is considered an effective promotional tool because it reaches the specific customer, or group of customers, that the business wants to target. For example, a business can send a catalog to a customer and follow it up with an email to the same customer. The direct contact promotes the business and its products. A sales presentation is the sales procedure in which the salesperson shows the customer the benefits of a product's features. A transaction method is a way of handling a business activity such as a sale, a purchase, or a return. The use of direct marketing does not necessarily save the business time.

SOURCE: PR:089 Explain the nature of direct marketing channels

Miguel is nervous about taking calculus because he heard the teacher is difficult. However, Miguel believes in himself, and he's sure he'll do well in the class if he works hard and does his best. Which characteristic of adaptability does Miguel show?

A. Respect

B. Empathy

C. Objectivity

D. Confidence

D - Confidence. Everyone reacts to new situations differently, but adaptable people consistently exhibit certain attitudes or behavior when stuff happens—big and small. When Miguel expresses a positive belief in his ability to handle a new situation, he is displaying confidence. This attitude will help him adapt to his challenging calculus class. Empathy, objectivity, and respect are also important characteristics of adaptable people, but Miguel isn't showing those traits in this particular example.

SOURCE: EI:006 Demonstrate adaptability

Which of the following is a good phrase to use when giving feedback:

A. "Maybe next time you could try this."

B. "You shouldn't have done that."

C. "That wasn't a good idea."

D. "That isn't the way we do things."

A - "Maybe next time you could try this." Coaches should focus on feedback that can really help coaches improve their performance next time. Coaches should be polite, and they should avoid being too critical. They should try not to use negatives, such as "You shouldn't have done that," "That wasn't a good idea," or "That isn't the way we do things." Instead, they should use positive feedback.

SOURCE: EI:041 Coach others

To keep their teams on the same page regarding team guidelines, goals, and strategies, leaders should

A. avoid holding team meetings.

B. follow through on their word.

C. respect their followers.

D. communicate effectively

D - Communicate effectively. Effective communication is essential for people in positions of power. The best leaders use communication to keep their teams on the same page regarding team guidelines, goals, and strategies. Leaders should also follow through on their word and respect their followers, but these are not ways to keep people informed about guidelines, goals, and strategies. Leaders should not avoid holding team meetings, since meetings are a good way to foster communication.

SOURCE: EI:135 Use power appropriately

Assessing your personal strengths and weaknesses in an objective way involves

A. comparing your attributes with others' skills and talents.

B. basing a strength or weakness on one isolated incident.

C. looking for behavior patterns that occur regularly over time.

D. working to improve most of your weaknesses at one time

C - Looking for behavior patterns that occur regularly over time. By assessing your personal strengths and weaknesses, you can apply your talents where they are best used and select a career in which you are most likely to be successful. A successful assessment of your strengths and weaknesses requires being aware of your behavior patterns over time. By being aware of your behavior patterns, you can determine the things that you do well and things that you want to improve. When assessing your personal strengths and weaknesses, avoid making false generalizations about yourself, which is basing your idea of a personal strength or weakness on one isolated incident. And, because everyone is different, avoid comparing yourself to others. After identifying the weaknesses that you want to work on, try improving one weakness at a time. Taking on too many changes at once can be very frustrating.

SOURCE: EI:002 Assess personal strengths and weaknesses

One of the drawbacks of communicating without words is that it is

A. sometimes misunderstood.

B. hard to learn.

C. too precise.

D. not effective

A - Sometimes misunderstood. There is no "dictionary of signals" for body language. Nonverbal communication cannot be precise, which means that the recipient may not receive the message that the speaker intends to convey. In some cases, the body language seems to contradict what the speaker is saying. Expressing oneself through body language is not hard to learn, because we all use some forms of it instinctively. It can be more effective in some situations than verbal communication.

SOURCE: EI:007 Explain the nature of effective communications

When you're assigned a project, your boss takes the time to clearly explain the instructions to you. As a result, you're able to finish your project much sooner and with fewer mistakes. Which benefit of open and honest communication are you experiencing?

A. A good reputation

B. Increased sales

C. Better ideas

D. Increased productivity

D - Increased productivity. When people are able to communicate openly with each other, they will be more productive. If your boss gives you clear instructions, you will be able to complete your project more quickly and with fewer mistakes. Increased sales, better ideas, and a good reputation are all benefits of transparency, but they are not illustrated in this example.

SOURCE: EI:129 Foster open, honest communication

When an audience member raises an objection, you should

A. pretend that you didn't hear them.

B. maintain your composure.

C. attempt to change the subject.

D. explain that they are wrong

B - Maintain your composure. When responding to objections, it's important to maintain your composure. You should avoid getting angry, taking personal offense to objections, telling audience members that they are wrong, or attempting to change the subject. You should never pretend that you didn't hear an objection. These responses would be inappropriate and disrespectful to your audience.

SOURCE: EI:108 "Sell" ideas to others

Determine the reason for the following conflict: As Matthew was leaving the office to go to an important dinner meeting, his manager asked him to work late on a project with a tight deadline.

A. Competing situations

B. Unclear expectations

C. Unclear boundaries

D. Miscommunication

A - Competing situations. Multiple situations were competing for Matthew's attention, so his conflict was about how to spend his time. Should he attend an important dinner meeting, or should he accommodate his manager's request to work late? When people do not know what they're supposed to do, or what someone else expects them to do, conflict can occur due to unclear expectations. Conflicts that involve unclear boundaries occur when people lack understanding about appropriate behavior. Conflicts related to miscommunication occur when barriers (e.g., noise) prevent someone from obtaining or understanding the information needed to make wise decisions.

SOURCE: EI:015 Use conflict-resolution skills

What is the benefit of shared vision to an organization?

A. It creates a competitive environment.

B. It ensures that the team's goals are achievable.

C. It serves as a guide for decision-making.

D. It supports a groupthink attitude

C - It serves as a guide for decision-making. When a shared vision exists, all members of the organization understand and support the organization's purpose. Successful organizations set goals and make decisions to fulfill the organization's purpose, which is based on the vision. A shared vision does not ensure that goals are achievable. Groupthink is a form of extreme cohesiveness that occurs when individuality and independent thinking within the group are discouraged. Competition doesn't increase because of a shared vision. Unattainable goals and groupthink tend to create circumstances that hinder an organization's ability to achieve its purpose.

SOURCE: EI:060 Enlist others in working toward a shared vision

Mia makes a conscious effort to dress professionally, arrive at work on time, work late when necessary, take on extra assignments, and be respectful of and helpful to influential employees. As a result of Mia's professional dedication, the company has implemented many of her ideas. This is an example of an

employee using __________ to achieve organizational goals.

A. reciprocity

B. impression management

C. excessive flattery

D. codependency

B - Impression management. If an employee has the ability to influence other workers' opinions or actions within the company, the employee is fostering political relationships. Building positive political relationships in the workplace begins by identifying and carrying out actions that will foster positive relationships, which is impression management. Reciprocity involves doing something for another person and expecting that person to return the favor at another time. Codependency is putting others' needs above your own and can lead to dysfunctional relationships. Excessive flattery often comes across as an insincere way of trying to get something from another person.

SOURCE: EI:034 Explain the impact of political relationships within an organization

If one of your coworkers is treating another coworker unfairly, what is the ethical thing to do?

A. Speak up.

B. Ignore it.

C. Be aggressive.

D. Look for another job

A - Speak up. Fairness involves sticking up for people who are being treated unfairly, not ignoring the problem. This doesn't necessarily involve being aggressive or looking for another job.

SOURCE: EI:123 Describe the nature of ethics

Wesley notices that his friend is upset, but he isn't sure why. He decides to use his __________ to make a reasonable judgment about why his friend might be troubled.

A. critical-thinking skills

B. self-control

C. empowerment

D. victim mentality

A - Critical-thinking skills. Having critical-thinking skills means that you can make reasonable judgments about people, ideas, situations, etc. You might use critical-thinking skills when you see that a friend is upset and you try to understand why. Or you might use critical-thinking skills when you're setting a budget for the student council. Self-control is the ability to restrain your emotions and actions appropriately. Empowerment is taking (or receiving) the right to make decisions and assume control over something (e.g., your own life and future). Victim mentality means believing that you are controlled by the people and circumstances around you, and you may hold them responsible for anything that goes wrong in your life.

SOURCE: EI:075

Nonjudgmental, immediate, and nonthreatening are all characteristics of

A. positive feedback.

B. constructive criticism.

C. destructive criticism.

D. internal feedback

B - Constructive criticism. Constructive criticism is a type of negative feedback that points out mistakes or weaknesses for the purpose of helping a person improve a specific behavior. Constructive criticism is nonjudgmental, immediate, and nonthreatening. Positive feedback is praise or approval. Destructive criticism is a type of negative feedback that points out mistakes and includes a personal attack on the individual. Internal feedback is feedback that comes from within you.

SOURCE: EI:003

When diverse perspectives, experiences, and strengths are present in the workplace, it allows for

A. more collaboration and sympathy.

B. higher employee salaries.

C. increased company sales.

D. greater creativity and innovation

D - Greater creativity and innovation. When diverse perspectives, experiences, and strengths are present in the workplace, it allows for greater creativity and innovation. If you fill the room with people who are all very similar, you'll get a lot of the same viewpoints and opinions. However, if you bring in a diverse group of employees, you're a lot more likely to come up with a variety of ideas and solutions. Diverse perspectives might indirectly lead to higher salaries and increased sales, but those would be a result of greater creativity and innovation. Diverse perspectives do not necessarily lead to more collaboration and sympathy.

SOURCE: EI:033

Alfredo sets up a meeting with his team and includes the date, time, and location in his email. This example illustrates which of the Four C's of effective communication?

A. Concise C. Correct

B. Complete D. Convenient

B - Complete. Your communications should include all the information the receiver needs to understand your message. By including the date, time, and location of the meeting in his email, Alfredo is engaging in complete communications. There isn't enough information to determine whether his email is concise or uses correct grammar, spelling, punctuation, and syntax. Convenient communication is not a recognized form of effective communication.

SOURCE: EI:007

By looking at things from the other person's point of view and explaining why they should care about what you're saying, you are

A. promoting benefits.

B. making it personal.

C. stating your case.

D. using body language

B - Making it personal. By explaining why others should care about what you're saying, you are making it\ personal so they are interested. Although you're the one doing the persuading, it's not about you—look at things from the other person's point of view and explain why they should care. Promoting benefits and stating your case are other steps in the persuasion process. Using body language is a technique to be more persuasive.

SOURCE: EI:012

Making a decision when facing an ethical dilemma will most likely make you

A. anxious.

B. less content.

C. unhappy.

D. more satisfied

D - More satisfied. Making a decision when facing an ethical dilemma—even if it's tough—will make you happier, more satisfied, and less conflicted. Even if your ultimate decision when facing an ethical dilemma is to do nothing, it's still important to make the decision instead of allowing the ethical dilemma to control your life. Making a decision is not likely to make you feel unhappy, anxious, or less content.

SOURCE: EI:125 Recognize and respond to ethical dilemmas

To manage their work commitments in a timely manner, businesspeople should

A. estimate the time that it takes them to perform their tasks.

B. ask their coworkers to help them with routine activities.

C. work on enjoyable tasks before tackling the unpleasant tasks.

D. identify shortcuts that they can take to get their work done quickly

A - Estimate the time that it takes them to perform their tasks. When businesspeople estimate the time that it takes to perform their tasks, it helps them plan, prioritize, and manage their workloads effectively. Planning their work helps businesspeople avoid scheduling activities too close together, which can affect the quality of their work. For example, if it takes a businessperson one hour to prepare a status report that is due at 4:00 p.m., they should not start the report at 3:30 p.m. Because coworkers have their own work commitments, they should only help in emergencies with management's approval. Pleasant tasks are not always priorities for businesspeople. Taking shortcuts and performing work too quickly often result in errors and low-quality work.

SOURCE: EI:077 Manage commitments in a timely manner

When Sandy walks down the sidewalk, she looks people in the eye and says hello. What characteristic of a positive attitude does this display?

A. Positive people are pleasant and smiling.

B. Positive people are responsible.

C. Positive people are flexible.

D. Positive people are uncomplaining

A - Positive people are pleasant and smiling. When Sandy looks people in the eye and says hello to them, she is displaying the positive characteristic of being pleasant and smiling. Positive people are also responsible, flexible, and uncomplaining, but Sandy's behavior does not illustrate these qualities.

SOURCE: EI:019 Exhibit a positive attitude

Jeremy listened to his friend Mike's description of a problem Mike recently had at work and said, "It's easy to see why you are so upset." What empathetic trait does Jeremy have?

A. Honesty

B. Understanding

C. Sharing

D. Open-mindedness

B - Understanding. Being an understanding person is necessary for empathy. You don't need to share the same experiences that someone else has had, but you do need to understand where they are "coming from." Honesty is truthfulness. Open-mindedness is keeping your mind open to new thoughts, ideas, and

approaches.

SOURCE: EI:030 Show empathy for others

Tremont is the head manager of a successful downtown restaurant. The owner has requested a meeting with the staff to acquire their input on ways to maintain and improve their excellent service. Tremont realizes that some members of the wait staff are very reserved individuals. Other members of the wait staff are outspoken and impulsively offer unrealistic ideas. What could Tremont do to ensure the staff members provide their opinions and ideas in a productive way at the meeting?

A. Ask the owner to share his expectations and future goals for service levels at the meeting.

B. Ask staff members probing questions about the current quality of service at the meeting.

C. Ask each staff member to bring two suggestions for service improvements to the meeting.

D. Provide time at the meeting for an open discussion about service among all staff members

C - Ask each staff member to bring two suggestions for service improvements to the meeting. Asking the staff to prepare suggestions ahead of time gives reserved staff members time to think about their responses and gives outspoken staff members time to develop more thoughtful suggestions. Asking probing questions about the current quality of service may come across as a form of evaluation rather than an opportunity to share new ideas. If the owner shares his expectations and goals, staff members would be less inclined to share their own ideas. An open discussion might be avoided by reserved staff members or dominated by outspoken staff members.

SOURCE: EI:104 Leverage personality types in business situations

Michael is applying for a new part-time job. What should he do to increase his chances of receiving an interview?

A. Send the hiring manager a weekly letter of interest

B. Emphasize his communication skills on his résumé

C. Provide the employer with his most recent credit report

D. Ask current employees to vouch for his abilities

B - Emphasize his communication skills on his résumé. Employers from many different fields consider good communication skills to be a highly desirable trait for employees. Emphasizing his communication skills on his résumé would likely increase Michael's chances of receiving an interview. Michael should not send the hiring manager a weekly letter of interest—doing so would be excessive and would likely reduce his chances of getting an interview. There is also no need for him to provide the employer with his most recent credit report. Unless he knows one of them personally, it would be inappropriate to ask current employees to vouch for his abilities.

SOURCE: EI:007 Explain the nature of effective communications

Zachary's team includes people from many different departments working together to complete a project. Zachary is a member of what type of team?

A. Standing committee

B. Cross-functional

C. Self-directed

D. Quality circle

B - Cross-functional. A cross-functional team is a team that includes team members from different areas of specialization who work together to complete a task. Zachary's team includes many different departments, so it is a cross-functional team. There is no indication that Zachary's team is a standing committee, a self-directed team, or a quality circle.

SOURCE: EI:045 Participate as a team member

Which of the following is an example of a workplace dilemma:

A. Using vacation time

B. Academic dishonesty

C. Appropriate use of resources

D. Befriending coworkers

C - Appropriate use of resources. Using your employer's resources appropriately is an example of an ethical dilemma that could take place in the workplace. Academic dishonesty is an ethical issue, but it does not typically take place in the workplace. Using vacation time and befriending coworkers are not necessarily ethical workplace dilemmas.

SOURCE: EI:131 Explain the nature of ethical leadership

Something that is the current or existing way of completing a task is often referred to as

A. status quo bias.

B. effective.

C. the status quo.

D. herd mentality

C - The status quo. When something is the current or existing way of completing a task, it is usually referred to as the status quo. Status quo bias is a preference to maintain the status quo and the view that a change from it is a loss. Herd mentality refers to a mob mentality that causes people to be influenced by others or to adopt certain behaviors. Just because something is the current or existing way of completing a task does not necessarily mean it is effective.

SOURCE: EI:134 Challenge the status quo

When assessing your personal strengths and weaknesses, it's very important to

A. be as hard on yourself as possible.

B. compare yourself to other people.

C. get input from other people.

D. try to hide your weaknesses

C - Get input from other people. While self-assessment implies working alone, it can actually be very helpful to get another opinion. Others can point out strengths and weaknesses you might not have known about. You don't want to compare yourself to others—self-examination isn't a competition. Everyone has different strengths and weaknesses. Try not to be too hard on yourself. While recognizing weaknesses is important, obsessing over them isn't helpful. You also shouldn't hide weaknesses—everyone has areas that need improvement. Your assessment will only be successful if you're completely honest about your strengths and weaknesses.

SOURCE: EI:002 Assess personal strengths and weaknesses

Miranda, the manager of a large resort, was approached by Mr. Wilson, a guest who was upset about a leaky faucet in his room. After listening to Mr. Wilson's complaint, Miranda said, "Mr. Wilson, I don't blame you for being annoyed. A leaky faucet would bother me, too. We will have a member of our maintenance staff take a look at the problem right away." In this situation, Miranda was exhibiting

A. personal vision.

B. passive listening.

C. cultural sensitivity.

D. empathetic behavior

D - Empathetic behavior. Successful hotel managers should be able to effectively communicate with guests, staff, and vendors. An important aspect of effective communication is exhibiting empathy, which is the ability to relate to the feelings, thoughts, and experiences of other people. In other words, empathy is the ability to put yourself in another person's place. In the example, Miranda put herself in Mr. Wilson's place by telling him that a leaky faucet would bother her, too. She expressed that she could relate to Mr. Wilson's feelings. Miranda was being empathetic. Because Miranda was able to respond to Mr. Wilson's problem, she was actively listening rather than passively listening. The situation does not provide enough information to determine if Miranda was exhibiting cultural sensitivity. Personal vision is the future that you desire to create for yourself.

SOURCE: EI:090 Describe personal traits important to success in hospitality and tourism

Honesty is not just telling the truth. It also includes

A. not leaving out any facts.

B. hiding unethical actions.

C. trusting others.

D. showing loyalty

A - Not leaving out any facts. Honesty includes telling the whole truth and not withholding any information. When being honest, you should not leave out any facts. Honesty does not include hiding unethical actions. While trusting others and showing loyalty are important traits, they are not part of honesty itself.

SOURCE: EI:022 Demonstrate honesty and integrity

Critical-thinking skills allow you to

A. show respect for other people.

B. remain committed to tasks even when it's difficult.

C. restrain your emotions and actions appropriately.

D. make reasonable judgments about people and situations

D - Make reasonable judgments about people and situations. Critical-thinking skills are thought processes (e.g., analysis, assessment) that allow people to make sound judgments about people, ideas, situations, etc. Critical-thinking skills are important for taking responsibility for decisions and actions. Remaining committed to tasks even when it's difficult is self-discipline. Restraining emotions and actions appropriately is self-control. Critical-thinking skills don't necessarily allow someone to show respect for other people.

SOURCE: EI:075 Take responsibility for decisions and actions

Aiden communicates openly and honestly with his friends because he is

A. generous.

B. consistent.

C. encouraging.

D. transparent

D - Transparent. Transparency means being truthful when you communicate. It involves communicating openly and honestly with everyone, whether you're at work, at school, or at home. Transparency also involves speaking up about your feelings, even when it's difficult or not necessarily in your best interest. Aiden may be consistent, encouraging, and generous, but those traits are not illustrated in this example.

SOURCE: EI:129 Foster open, honest communication

Which of the following is an example of two individuals working in a collaborative manner:

A. Lily and Marie combine their skills to create a new window display.

B. Shelly informs Dustin that she needs new software installed.

C. Joe asks Amy to create some PowerPoint slides based on his notes.

D. Cody tells Chelsea that she needs to complete her reports on time

A - Lily and Marie combine their skills to create a new window display. Typically, two people working together to perform and accomplish a task are working collaboratively. People making requests or telling others what they need to accomplish are not examples of people working in a collaborative way.

SOURCE: EI:130 Collaborate with others

Adaptable people commit to their goals and never give up because they have

A. persistence.

B. attentiveness.

C. positivity.

D. a sense of humor

A - Persistence. Adaptable people never give up. They commit to their goals, and they're willing to achieve them in any way possible. Attentiveness, positivity, and a sense of humor are all characteristics of adaptable people, but they aren't demonstrated in this example.

SOURCE: EI:006 Demonstrate adaptability