Which of the following examples best outlines active listening skills?
Lauren varied the tone, volume and inflection of her speech.Susan made eye contact and interrupted to ask questions.Mark considered the needs and limitations of his audience.Leona used attentive body language and verbal cues.
What should a supervisor do when preparing to handle a conflict between two employees?
Refer to personnel files for background information.Inform the involved employees that they are under review.Hold a staff meeting to discuss the conflict with all employees.Document the issue before speaking with employees.
A customer approaches a supervisor and complains that an employee has been rude to him. He says that the employee would not listen to his complaint, and told him to speak to someone else. The supervisor tells the customer that she’s sorry, but that it’s not the employee’s job to listen to complaints about that topic, and that that particular employee is feeling ill today. She asks the customer what she can do to solve the problem. She contacts the customer later to ensure the situation has been resolved. What did the supervisor do WRONG?
She should not have apologized to the customer.She should not have made excuses for the employee.She should have asked the employee to follow up with the customer.She should have had the customer fill out a complaint form before discussing the issue.
What is WHMIS?
Written Handbook for Management of Substances.Workplace Hazardous Material Information System.Worker’s Handbook of Material Information and Substances.Worker’s Hazardous Matter and Isotope System.
What is the first step to solving any problem?
Generating possible solutions.Evaluating possible solutions.Defining the problem.Documenting the issue and solution.
Larry is scheduling tasks he needs to complete by the end of the month. When determining the amount of time he needs for each task he considers the amount of experience he has with each. What else should he consider when scheduling?
Available training.Ideas for new products.Possible delays.Short and long-term goals.
When receiving products from a supplier, why is it important to compare the invoice to the purchase order?
To confirm shipment is complete.To identify price discrepancies.To negotiate price reductions.To return unwanted items.
Bob has been asked to inform employees of the requirements and conditions of their employment contract. He is not sure he understands the requirements himself. What should he do?
Ask management for clarification.Distribute copies of the contract.Have a lawyer review the contract.Research common clauses in contracts.
What is the first step in implementing an action plan?
A supervisor has been monitoring a new employee’s progress. The new employee is nervous, but enthusiastic. He provides great customer service, but has been using the cash register incorrectly, causing delays for customers and other employees. The supervisor wants to keep the new employee motivated, but needs to correct the behaviour. Which of the following would be appropriate for the supervisor to say to the employee in this situation?
“I’m going to move you away from the cash register until you know how to use it properly.”“It’s great, customers are very comfortable with you. Let’s go over the cash register procedures again, and I’m sure that you’ll be able to do it.”“You’ve been causing delays. It’s making our business inefficient and we’re going to have to fix that up.”“While you get along really well with the customers, you seem to be having some troubles. Please correct this.”
A supervisor has been told that there is going to be a change in the policy regarding where employees are allowed to take their breaks. He holds a staff meeting to tell the employees about this, and indicates that the change will take effect in one-week’s time. What else should he include in his message to help facilitate the change?
Who is responsible for the decision to change the policy.The reason the break policy is being changed.That anyone breaking the new policy will be severely disciplined.That he will expect employees to monitor each other during breaks.
Shelley is a restaurant supervisor who is responsible for implementing new legislation in the organization. What should she do to ensure the organization complies with the new legislation?
Ask for clarification from a lawyer.File documentation in the office.Inform staff of legal obligations.Research other legal remedies.
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