CHAPTER 2: LIFE SKILLS

Question 1

John has always dreamed of becoming a successful professional. He has carefully though through and imagined who he wants to be. John has taken a position with a very prestigious salon, where he has been working for five years. John drives an expensive car and rents a high-end apartment in a chic neighborhood. He dresses in only designer, name-brand clothing, fashionable shoes and accessories. John spends a lot of time and money on his appearance. Because of this, he wants to be paid more for his work as he has difficulty paying his other expenses- his car and rent- each month. However, he is reluctant to reduce his expenses because he is concerned that the salon’s well-to-do clients will not patronize him if doesn’t live up to their standards of living. Because John works about 70 hours a week, he doesn’t have a lot of time to devote to activities other than his work. John hardly ever sees his friends and family and rarely takes any time to enjoy sports or music, his favorite pastimes.

John’s self-esteem appears to be based on:

a. his inner strengths
b. his ability to possess things
c. his ability to care for his things
d. his physical strengths

Answer 1

b. his ability to possess things

Question 2

John has always dreamed of becoming a successful professional. He has carefully though through and imagined who he wants to be. John has taken a position with a very prestigious salon, where he has been working for five years. John drives an expensive car and rents a high-end apartment in a chic neighborhood. He dresses in only designer, name-brand clothing, fashionable shoes and accessories. John spends a lot of time and money on his appearance. Because of this, he wants to be paid more for his work as he has difficulty paying his other expenses- his car and rent- each month. However, he is reluctant to reduce his expenses because he is concerned that the salon’s well-to-do clients will not patronize him if doesn’t live up to their standards of living. Because John works about 70 hours a week, he doesn’t have a lot of time to devote to activities other than his work. John hardly ever sees his friends and family and rarely takes any time to enjoy sports or music, his favorite pastimes.

John has used the technique of visualization to:

a. picture himself as a complete success
b. improve his sleep
c. picture himself as a complete hairstylist
d. improve his ability to concentrate

Answer 2

a. picture himself as a complete success

Question 3

John has always dreamed of becoming a successful professional. He has carefully though through and imagined who he wants to be. John has taken a position with a very prestigious salon, where he has been working for five years. John drives an expensive car and rents a high-end apartment in a chic neighborhood. He dresses in only designer, name-brand clothing, fashionable shoes and accessories. John spends a lot of time and money on his appearance. Because of this, he wants to be paid more for his work as he has difficulty paying his other expenses- his car and rent- each month. However, he is reluctant to reduce his expenses because he is concerned that the salon’s well-to-do clients will not patronize him if doesn’t live up to their standards of living. Because John works about 70 hours a week, he doesn’t have a lot of time to devote to activities other than his work. John hardly ever sees his friends and family and rarely takes any time to enjoy sports or music, his favorite pastimes.

Truly successful people do not:

a. get enough rest
b. pace themselves to prevent fatigue
c. allow business to be the only focus of their life
d. socialize with people outside of their business

Answer 3

c. allow business to be the only focus of their life

Question 4

John has always dreamed of becoming a successful professional. He has carefully though through and imagined who he wants to be. John has taken a position with a very prestigious salon, where he has been working for five years. John drives an expensive car and rents a high-end apartment in a chic neighborhood. He dresses in only designer, name-brand clothing, fashionable shoes and accessories. John spends a lot of time and money on his appearance. Because of this, he wants to be paid more for his work as he has difficulty paying his other expenses- his car and rent- each month. However, he is reluctant to reduce his expenses because he is concerned that the salon’s well-to-do clients will not patronize him if doesn’t live up to their standards of living. Because John works about 70 hours a week, he doesn’t have a lot of time to devote to activities other than his work. John hardly ever sees his friends and family and rarely takes any time to enjoy sports or music, his favorite pastimes.

John’s lifestyle requires him to spend all of his time:

a. visiting with family
b. exercising
c. visiting with friends
d. working

Answer 4

d. working

Question 5

John has always dreamed of becoming a successful professional. He has carefully though through and imagined who he wants to be. John has taken a position with a very prestigious salon, where he has been working for five years. John drives an expensive car and rents a high-end apartment in a chic neighborhood. He dresses in only designer, name-brand clothing, fashionable shoes and accessories. John spends a lot of time and money on his appearance. Because of this, he wants to be paid more for his work as he has difficulty paying his other expenses- his car and rent- each month. However, he is reluctant to reduce his expenses because he is concerned that the salon’s well-to-do clients will not patronize him if doesn’t live up to their standards of living. Because John works about 70 hours a week, he doesn’t have a lot of time to devote to activities other than his work. John hardly ever sees his friends and family and rarely takes any time to enjoy sports or music, his favorite pastimes.

John’s definition of success includes:

a. dividing his time between work and pleasure
b. increasing his education
c. having a daily exercise routine
d. keeping up appearances

Answer 5

d. keeping up appearances

Question 6

John has always dreamed of becoming a successful professional. He has carefully though through and imagined who he wants to be. John has taken a position with a very prestigious salon, where he has been working for five years. John drives an expensive car and rents a high-end apartment in a chic neighborhood. He dresses in only designer, name-brand clothing, fashionable shoes and accessories. John spends a lot of time and money on his appearance. Because of this, he wants to be paid more for his work as he has difficulty paying his other expenses- his car and rent- each month. However, he is reluctant to reduce his expenses because he is concerned that the salon’s well-to-do clients will not patronize him if doesn’t live up to their standards of living. Because John works about 70 hours a week, he doesn’t have a lot of time to devote to activities other than his work. John hardly ever sees his friends and family and rarely takes any time to enjoy sports or music, his favorite pastimes.

Whose definition of success is John attempting to achieve?

a. His family’s
b. His coworkers’
c. His clients’
d. His friends’

Answer 6

c. His clients’

Question 7

Nancy has written a simple mission statement for her new cosmetology career, which reads: “I am dedicated to pursuing a successful career in cosmetology, specializing in haircoloring, and serving my clients’ needs with honesty, care, and concern.”

Why would an individual like Nancy write a mission statement?

a. To take to the bank or a loan
b. To establish the purpose of her education and achieve her goals
c. To keep her parents from asking why she did not go to college
d. To be sure she does not misplace her ideas

Answer 7

b. To establish the purpose of her education and achieve her goals

Question 8

Nancy has written a simple mission statement for her new cosmetology career, which reads: “I am dedicated to pursuing a successful career in cosmetology, specializing in haircoloring, and serving my clients’ needs with honesty, care, and concern.”

Using a well-thought-out-mission statement will help Nancy:

a. become successful
b. navigate the road to business ownership
c. to graduate from school early since she has achieved her goals
d. open the most successful spa in town

Answer 8

a. become successful

Question 9

Nancy has written a simple mission statement for her new cosmetology career, which reads: “I am dedicated to pursuing a successful career in cosmetology, specializing in haircoloring, and serving my clients’ needs with honesty, care, and concern.”

Nancy’s mission statement serves as a guide to:

a. try out a variety of career choices
b. focus her attention on the direction she has chosen
c. missing classes and being absent
d. not being fully prepared for tests

Answer 9

b. focus her attention on the direction she has chosen

Question 10

As a class project Martin, a senior cosmetology student, must take some time and write down his goals for the next year and for the next five years.

The goals Martin has identified for the next six months are called:

a. long-term goals
b. mid-term goals
c. short-term goals
d. lifelong goals

Answer 10

c. short-term goals

Question 11

As a class project Martin, a senior cosmetology student, must take some time and write down his goals for the next year and for the next five years.

The goals Martin has identified for the next five years are called:

a. long-term goals
b. mid-term goals
c. short-term goals
d. lifelong goals

Answer 11

a. long-term goals

Question 12

As a class project Martin, a senior cosmetology student, must take some time and write down his goals for the next year and for the next five years.

Martin knows that goals can be likened to:

a. choosing a destination and mapping a course for getting there
b. coming on strong in the beginning of class and finishing early
c. trying out a variety of career paths to see which one feels best
d. flying by the seat of his pants and hoping it will all turn out well

Answer 12

a. choosing a destination and mapping a course for getting there

Question 13

As a class project Martin, a senior cosmetology student, must take some time and write down his goals for the next year and for the next five years.

When setting goals, Martin will categorize them based on:

a. his past success at achieving goals
b. the amount of time it takes to accomplish the goals
c. his past failures at achieving goals
d. the amount of money it requires to achieve the goals

Answer 13

b. the amount of time it takes to accomplish the goals

Question 14

As a class project Martin, a senior cosmetology student, must take some time and write down his goals for the next year and for the next five years.

An example of a short-term goal Martin might write is:

a. to graduate from college
b. to open his own salon one day
c. to launch a product company
d. to pass the next theory exam

Answer 14

d. to pass the next theory exam

Question 15

As a class project Martin, a senior cosmetology student, must take some time and write down his goals for the next year and for the next five years.

A long-term goal is usually measured in:

a. six-month increments
b. increments of under a year
c. increments of thirteen months
d. increments of two or more years

Answer 15

d. increments of two or more years

Question 16

As a class project Martin, a senior cosmetology student, must take some time and write down his goals for the next year and for the next five years.

In order for Martin to achieve his goals, he must:

a. combine like goals and work on completing all of them
b. break the goals down into smaller steps to be accomplished
c. break the goals into segments and try to achieve one every year
d. rewrite his goals so they are not so hard to achieve

Answer 16

b. break the goals down into smaller steps to be accomplished

Question 17

Ramona is a busy person. She has a part-time job and a small child; she attends cosmetology school and has many other tasks and responsibilities to take care of each day. Now that she is about to graduate and begin looking for a job in a salon, Ramona knows that she has to be better organized. However, she often feels frustrated by how much she has to do and how little time she has to do it. Ramona has good intentions, but she gets so caught up in the day-to-day events that she forgets important errands she needs to run or appointments she has made. Ramona has resolved to use her time more efficiently.

The first thing Ramona must do is:

a. reorganize her living room to make the flow of furniture work better
b. prioritize the list of tasks that need to be done
c. take on an additional project for her current employer
d. drop every other task she has until she finds a salon job

Answer 17

b. prioritize the list of tasks that need to be done

Question 18

Ramona is a busy person. She has a part-time job and a small child; she attends cosmetology school and has many other tasks and responsibilities to take care of each day. Now that she is about to graduate and begin looking for a job in a salon, Ramona knows that she has to be better organized. However, she often feels frustrated by how much she has to do and how little time she has to do it. Ramona has good intentions, but she gets so caught up in the day-to-day events that she forgets important errands she needs to run or appointments she has made. Ramona has resolved to use her time more efficiently.

Ramona needs to have some dedicated time with her young child each day. She can accomplish this by:

a. taking the child to school an hour later each day
b. designing a schedule for herself that includes blocks of unstructured time
c. taking her child to work with her each evening
d. designing a play space in the salon

Answer 18

b. designing a schedule for herself that includes blocks of unstructured time

Question 19

Ramona is a busy person. She has a part-time job and a small child; she attends cosmetology school and has many other tasks and responsibilities to take care of each day. Now that she is about to graduate and begin looking for a job in a salon, Ramona knows that she has to be better organized. However, she often feels frustrated by how much she has to do and how little time she has to do it. Ramona has good intentions, but she gets so caught up in the day-to-day events that she forgets important errands she needs to run or appointments she has made. Ramona has resolved to use her time more efficiently.

Which of the following will NOT save Ramona time in her busy schedule?

a. reducing as much stress as possible
b. saying no when being asked to take on more thank she can handle
c. relying on others to problem solve and uncover solutions she can use
d. taking a time-out whenever she is frustrated, overwhelmed, irritated, worried, or feeling guilty.

Answer 19

c. relying on others to problem solve and uncover solutions she can use

Question 20

Ramona is a busy person. She has a part-time job and a small child; she attends cosmetology school and has many other tasks and responsibilities to take care of each day. Now that she is about to graduate and begin looking for a job in a salon, Ramona knows that she has to be better organized. However, she often feels frustrated by how much she has to do and how little time she has to do it. Ramona has good intentions, but she gets so caught up in the day-to-day events that she forgets important errands she needs to run or appointments she has made. Ramona has resolved to use her time more efficiently.

When Ramona is feeling overwhelmed by the circumstances of her hectic life, she could try a technique called:

a. shallow breathing
b. deep breathing
c. shallow sighing
d. deep sighing

Answer 20

b. deep breathing

Question 21

Ramona is a busy person. She has a part-time job and a small child; she attends cosmetology school and has many other tasks and responsibilities to take care of each day. Now that she is about to graduate and begin looking for a job in a salon, Ramona knows that she has to be better organized. However, she often feels frustrated by how much she has to do and how little time she has to do it. Ramona has good intentions, but she gets so caught up in the day-to-day events that she forgets important errands she needs to run or appointments she has made. Ramona has resolved to use her time more efficiently.

To aid Ramona in remembering important notes and reminders, she should carry:

a. a notepad
b. her favorite music cd
c. a paid of headphones
d. her address book

Answer 21

a. a notepad

Question 22

Ramona is a busy person. She has a part-time job and a small child; she attends cosmetology school and has many other tasks and responsibilities to take care of each day. Now that she is about to graduate and begin looking for a job in a salon, Ramona knows that she has to be better organized. However, she often feels frustrated by how much she has to do and how little time she has to do it. Ramona has good intentions, but she gets so caught up in the day-to-day events that she forgets important errands she needs to run or appointments she has made. Ramona has resolved to use her time more efficiently.

To make the most of her time, Ramona should schedule activities that require alert, clear thinking during times when she is:

a. wearing comfortable clothing
b. distracted and cannot concentrate
c. highly energetic and able to focus
d. not feeling well and needing medication

Answer 22

c. highly energetic and able to focus

Question 23

Ramona is a busy person. She has a part-time job and a small child; she attends cosmetology school and has many other tasks and responsibilities to take care of each day. Now that she is about to graduate and begin looking for a job in a salon, Ramona knows that she has to be better organized. However, she often feels frustrated by how much she has to do and how little time she has to do it. Ramona has good intentions, but she gets so caught up in the day-to-day events that she forgets important errands she needs to run or appointments she has made. Ramona has resolved to use her time more efficiently.

Which of the following is NOT a healthy way for Ramona to reward herself for a job well done?

a. taking a bubble bath
b. going to a movie
c. taking a nap
d. smoking a cigarette

Answer 23

d. smoking a cigarette

Question 24

Ramona is a busy person. She has a part-time job and a small child; she attends cosmetology school and has many other tasks and responsibilities to take care of each day. Now that she is about to graduate and begin looking for a job in a salon, Ramona knows that she has to be better organized. However, she often feels frustrated by how much she has to do and how little time she has to do it. Ramona has good intentions, but she gets so caught up in the day-to-day events that she forgets important errands she needs to run or appointments she has made. Ramona has resolved to use her time more efficiently.

Another activity Ramona must consider scheduling to promote clear thinking and planning is:

a. exercising
b. eating dessert
c. reading magazines
d. oversleeping

Answer 24

a. exercising

Question 25

Ramona is a busy person. She has a part-time job and a small child; she attends cosmetology school and has many other tasks and responsibilities to take care of each day. Now that she is about to graduate and begin looking for a job in a salon, Ramona knows that she has to be better organized. However, she often feels frustrated by how much she has to do and how little time she has to do it. Ramona has good intentions, but she gets so caught up in the day-to-day events that she forgets important errands she needs to run or appointments she has made. Ramona has resolved to use her time more efficiently.

Which of the following tools would best help Ramona keep focused on the tasks she needs to complete each day?

a. a mission statement
b. a goal statement
c. a to-do list
d. a long-range plan

Answer 25

c. a to-do list

Question 26

Hector is a dedicated student who wants to progress through school and become a licensed professional. while he is happy to be in school, he has difficulty staying focused during lectures and studying for and taking exams. He usually ends up cramming the night before an exam, even for important tests that cover many topics. Hector is frustrated and wants to have an easier time with this part of his schooling. He knows that he is a capable and serious student, and he is willing to try some new techniques to lessen his fears and anxieties about test taking.

What is missing from Hector’s educational background?

a. a desire to work hard
b. good study skills
c. a desire to succeed
d. good people skills

Answer 26

b. good study skills

Question 27

Hector is a dedicated student who wants to progress through school and become a licensed professional. while he is happy to be in school, he has difficulty staying focused during lectures and studying for and taking exams. He usually ends up cramming the night before an exam, even for important tests that cover many topics. Hector is frustrated and wants to have an easier time with this part of his schooling. He knows that he is a capable and serious student, and he is willing to try some new techniques to lessen his fears and anxieties about test taking.

When Hector feels overwhelmed by his courses and upcoming tests, he can focus on ______ to feel better about himself and his progress.

a. rereading the entire chapter in his textbook
b. checking out more reference books from the school library
c. accomplishing small tasks one at a time
d. fun activities that make him feel less nervous

Answer 27

c. accomplishing small tasks one at a time

Question 28

Hector is a dedicated student who wants to progress through school and become a licensed professional. while he is happy to be in school, he has difficulty staying focused during lectures and studying for and taking exams. He usually ends up cramming the night before an exam, even for important tests that cover many topics. Hector is frustrated and wants to have an easier time with this part of his schooling. He knows that he is a capable and serious student, and he is willing to try some new techniques to lessen his fears and anxieties about test taking.

The best way for Hector to study for an exam is to:

a. study for up to three hours at a stretch for the two days before the exam
b. study for one hour just before taking the exam
c. cram for the test the entire night before
d. study the day’s lessons each day and then review all the material before the exam

Answer 28

d. study the day’s lessons each day and then review all the material before the exam

Question 29

Hector is a dedicated student who wants to progress through school and become a licensed professional. while he is happy to be in school, he has difficulty staying focused during lectures and studying for and taking exams. He usually ends up cramming the night before an exam, even for important tests that cover many topics. Hector is frustrated and wants to have an easier time with this part of his schooling. He knows that he is a capable and serious student, and he is willing to try some new techniques to lessen his fears and anxieties about test taking.

Which of the following techniques will help Hector to stay focused when his mind begins to wander in class?

a. write notes to fellow students
b. think about becoming a successful professional
c. write down key words and discuss them with the instructor
d. look up definitions of terms in his textbook

Answer 29

c. write down key words and discuss them with the instructor

Question 30

Hector is a dedicated student who wants to progress through school and become a licensed professional. while he is happy to be in school, he has difficulty staying focused during lectures and studying for and taking exams. He usually ends up cramming the night before an exam, even for important tests that cover many topics. Hector is frustrated and wants to have an easier time with this part of his schooling. He knows that he is a capable and serious student, and he is willing to try some new techniques to lessen his fears and anxieties about test taking.

There is a study group in Hectors class, this group could provide Hector with _______ should he choose to join.

a. information
b. help and support
c. ideas for additional classes
d. some funny jokes to make him feel better

Answer 30

b. help and support

Question 31

Hector is a dedicated student who wants to progress through school and become a licensed professional. while he is happy to be in school, he has difficulty staying focused during lectures and studying for and taking exams. He usually ends up cramming the night before an exam, even for important tests that cover many topics. Hector is frustrated and wants to have an easier time with this part of his schooling. He knows that he is a capable and serious student, and he is willing to try some new techniques to lessen his fears and anxieties about test taking.

If Hector were to find a “study buddy” what would this person’s job be?

a. to introduce him to other students
b. to eat lunch with his every day
c. to help him stay focused on studying
d. to practice finger waving with him

Answer 31

c. to help him stay focused on studying

Question 32

Hakim and Jackie are senior stylists and assistant managers at La Bella Luna Salon and Spa. Both have excellent technical skills and are attractive looking professionals who are intelligent and capable. Hakim’s behavior is marked by a sense of calm; he manages his fellow coworkers with honest and open communication, he is respectful of clients, and he never gossips. However, when he has problems at home, he often calls in sick for the day with little notice to the salon. Jackie, the other senior stylist, is quick to complain about other people, is sometimes bossy and uncaring about the feelings of others, and acts as if the salon’s rules and policies do not pertain to her; yet Jackie is always at work on time and she rarely ever takes unscheduled time off. Adam, the salon’s owner, has a salon manager opening to fill, and Hakim and Jackie are the two candidates he has to choose from.

In making his decision, Adam must choose the person who is best at:

a. fixing hair color mistakes
b. socializing with other stylists
c. speaking honestly to stylists
d. scheduling appointments

Answer 32

c. speaking honestly to stylists

Question 33

Hakim and Jackie are senior stylists and assistant managers at La Bella Luna Salon and Spa. Both have excellent technical skills and are attractive looking professionals who are intelligent and capable. Hakim’s behavior is marked by a sense of calm; he manages his fellow coworkers with honest and open communication, he is respectful of clients, and he never gossips. However, when he has problems at home, he often calls in sick for the day with little notice to the salon. Jackie, the other senior stylist, is quick to complain about other people, is sometimes bossy and uncaring about the feelings of others, and acts as if the salon’s rules and policies do not pertain to her; yet Jackie is always at work on time and she rarely ever takes unscheduled time off. Adam, the salon’s owner, has a salon manager opening to fill, and Hakim and Jackie are the two candidates he has to choose from.

In assessing Hakim and Jackie, which of the following does NOT indicate a high standard of professionalism?

a. identifying one’s values
b. avoiding all conflict
c. maintaining one’s principles
d. developing a sense of genuine concern for others

Answer 33

b. avoiding all conflict

Question 34

Hakim and Jackie are senior stylists and assistant managers at La Bella Luna Salon and Spa. Both have excellent technical skills and are attractive looking professionals who are intelligent and capable. Hakim’s behavior is marked by a sense of calm; he manages his fellow coworkers with honest and open communication, he is respectful of clients, and he never gossips. However, when he has problems at home, he often calls in sick for the day with little notice to the salon. Jackie, the other senior stylist, is quick to complain about other people, is sometimes bossy and uncaring about the feelings of others, and acts as if the salon’s rules and policies do not pertain to her; yet Jackie is always at work on time and she rarely ever takes unscheduled time off. Adam, the salon’s owner, has a salon manager opening to fill, and Hakim and Jackie are the two candidates he has to choose from.

As a service provider, Hakim must be able to practice:

a. self-sufficiency
b. self-care
c. self-indulgence
d. self-deprivation

Answer 34

b. self-care

Question 35

Hakim and Jackie are senior stylists and assistant managers at La Bella Luna Salon and Spa. Both have excellent technical skills and are attractive looking professionals who are intelligent and capable. Hakim’s behavior is marked by a sense of calm; he manages his fellow coworkers with honest and open communication, he is respectful of clients, and he never gossips. However, when he has problems at home, he often calls in sick for the day with little notice to the salon. Jackie, the other senior stylist, is quick to complain about other people, is sometimes bossy and uncaring about the feelings of others, and acts as if the salon’s rules and policies do not pertain to her; yet Jackie is always at work on time and she rarely ever takes unscheduled time off. Adam, the salon’s owner, has a salon manager opening to fill, and Hakim and Jackie are the two candidates he has to choose from.

When determining Jackie’s and Hakim’s sense of integrity, Adam will need to assess:

a. if their communications and actions match their personalities
b. if their behavior and actions match their values
c. if their values and sense of humor match their behavior
d. if their behavior and actions match their personalities

Answer 35

b. if their behavior and actions match their values

Question 36

Hakim and Jackie are senior stylists and assistant managers at La Bella Luna Salon and Spa. Both have excellent technical skills and are attractive looking professionals who are intelligent and capable. Hakim’s behavior is marked by a sense of calm; he manages his fellow coworkers with honest and open communication, he is respectful of clients, and he never gossips. However, when he has problems at home, he often calls in sick for the day with little notice to the salon. Jackie, the other senior stylist, is quick to complain about other people, is sometimes bossy and uncaring about the feelings of others, and acts as if the salon’s rules and policies do not pertain to her; yet Jackie is always at work on time and she rarely ever takes unscheduled time off. Adam, the salon’s owner, has a salon manager opening to fill, and Hakim and Jackie are the two candidates he has to choose from.

For Jackie to display a genuine sense of integrity, she would have to behave in the following manner:

a. use high-end products only
b. provide the best scalp massage in the salon
c. market to clients from previous employers
d. recommend only products and services that will benefit the client

Answer 36

d. recommend only products and services that will benefit the client

Question 37

Hakim and Jackie are senior stylists and assistant managers at La Bella Luna Salon and Spa. Both have excellent technical skills and are attractive looking professionals who are intelligent and capable. Hakim’s behavior is marked by a sense of calm; he manages his fellow coworkers with honest and open communication, he is respectful of clients, and he never gossips. However, when he has problems at home, he often calls in sick for the day with little notice to the salon. Jackie, the other senior stylist, is quick to complain about other people, is sometimes bossy and uncaring about the feelings of others, and acts as if the salon’s rules and policies do not pertain to her; yet Jackie is always at work on time and she rarely ever takes unscheduled time off. Adam, the salon’s owner, has a salon manager opening to fill, and Hakim and Jackie are the two candidates he has to choose from.

When Jackie gossips with other stylists about a client’s personal situation, she is lacking:

a. deception
b. personality
c. discretion
d. politeness

Answer 37

c. discretion

Question 38

Hakim and Jackie are senior stylists and assistant managers at La Bella Luna Salon and Spa. Both have excellent technical skills and are attractive looking professionals who are intelligent and capable. Hakim’s behavior is marked by a sense of calm; he manages his fellow coworkers with honest and open communication, he is respectful of clients, and he never gossips. However, when he has problems at home, he often calls in sick for the day with little notice to the salon. Jackie, the other senior stylist, is quick to complain about other people, is sometimes bossy and uncaring about the feelings of others, and acts as if the salon’s rules and policies do not pertain to her; yet Jackie is always at work on time and she rarely ever takes unscheduled time off. Adam, the salon’s owner, has a salon manager opening to fill, and Hakim and Jackie are the two candidates he has to choose from.

Which of the following indicates that Hakim is using ethical behavior in his communications with customers and the other people he works with?

a. buying lunch
b. being indirect
c. being direct
d. wearing trendy clothing

Answer 38

c. being direct

Question 39

Trisha in the receptionist at the Salon Omega. One of her most important duties is to schedule clients effectively and efficiently so that neither the stylists nor the clients are waiting long periods of time. Trisha has scheduled Mr. Everett for a haircut and scalp massage with Jane for 6pm. At 6:20, Mr. Everett calls from his cell phone to say that he is stuck in traffic and would like to change his appointment to 7pm. Trisha looks at Jane’s schedule and sees that she already has 7pm and 7:30 appointments, so there is no way that she can reschedule Mr. Everett for this evening. Annoyed, Trisha says to him, “well if you had called immediately, I may have been able to move a later appointment up. You should have called sooner to reschedule, like when you first got stuck in the traffic jam! There is nothing I can do now. Jane has no openings until next week.” Mr. Everett explains, “I thought the traffic would clear up sooner and that I would make it in time. I am sorry if I caused any problems. I would like to make another appointment.” Trisha says, “Okay but Jane is sitting here waiting for you while two other clients have walked in, and she could have been servicing them!” Trisha looks at the appointment calendar and says that she can make an appointment for Mr. Everett for the following week, but, she warns, “You have to be sure you are going to make it on time and if you cannot be on time, you have to call me right away and let me know.” Mr. Everett says he would like to take the appointment; Trisha marks his name in the calendar and then completes the call.

From her response, what kind of attitude does Trisha have about people who are late?

a. she is understanding and helpful
b. she is sad but accommodating
c. she is impatient and distrusting
d. she is angry but cooperative

Answer 39

c. she is impatient and distrusting

Question 40

Trisha in the receptionist at the Salon Omega. One of her most important duties is to schedule clients effectively and efficiently so that neither the stylists nor the clients are waiting long periods of time. Trisha has scheduled Mr. Everett for a haircut and scalp massage with Jane for 6pm. At 6:20, Mr. Everett calls from his cell phone to say that he is stuck in traffic and would like to change his appointment to 7pm. Trisha looks at Jane’s schedule and sees that she already has 7pm and 7:30 appointments, so there is no way that she can reschedule Mr. Everett for this evening. Annoyed, Trisha says to him, “well if you had called immediately, I may have been able to move a later appointment up. You should have called sooner to reschedule, like when you first got stuck in the traffic jam! There is nothing I can do now. Jane has no openings until next week.” Mr. Everett explains, “I thought the traffic would clear up sooner and that I would make it in time. I am sorry if I caused any problems. I would like to make another appointment.” Trisha says, “Okay but Jane is sitting here waiting for you while two other clients have walked in, and she could have been servicing them!” Trisha looks at the appointment calendar and says that she can make an appointment for Mr. Everett for the following week, but, she warns, “You have to be sure you are going to make it on time and if you cannot be on time, you have to call me right away and let me know.” Mr. Everett says he would like to take the appointment; Trisha marks his name in the calendar and then completes the call.

How would you rate Trisha’s ability to handle the situation with Mr. Everett tactfully?

a. Excellent- she was able to reschedule Mr. Everett’s appointment without accident
b. Good- she clearly stated that his tardiness could not happen again.
c. Fair- she was not very sympathetic but managed to reschedule the client
d. Poor- she argued with the client, and he promised to never return to the salon

Answer 40

c. Fair- she was not very sympathetic but managed to reschedule the client

Question 41

Trisha in the receptionist at the Salon Omega. One of her most important duties is to schedule clients effectively and efficiently so that neither the stylists nor the clients are waiting long periods of time. Trisha has scheduled Mr. Everett for a haircut and scalp massage with Jane for 6pm. At 6:20, Mr. Everett calls from his cell phone to say that he is stuck in traffic and would like to change his appointment to 7pm. Trisha looks at Jane’s schedule and sees that she already has 7pm and 7:30 appointments, so there is no way that she can reschedule Mr. Everett for this evening. Annoyed, Trisha says to him, “well if you had called immediately, I may have been able to move a later appointment up. You should have called sooner to reschedule, like when you first got stuck in the traffic jam! There is nothing I can do now. Jane has no openings until next week.” Mr. Everett explains, “I thought the traffic would clear up sooner and that I would make it in time. I am sorry if I caused any problems. I would like to make another appointment.” Trisha says, “Okay but Jane is sitting here waiting for you while two other clients have walked in, and she could have been servicing them!” Trisha looks at the appointment calendar and says that she can make an appointment for Mr. Everett for the following week, but, she warns, “You have to be sure you are going to make it on time and if you cannot be on time, you have to call me right away and let me know.” Mr. Everett says he would like to take the appointment; Trisha marks his name in the calendar and then completes the call.

How should Trisha have handled the conversation with Mr. Everett?

a. she should have become annoyed and repeated that his tardiness was a problem
b. she should have flown into a rage at his inconsiderate behavior
c. she should have calmly informed him that Jane lost money waiting for him and that she did not want to service clients like him
d. she should have expressed some sensitivity for the traffic jam he was in and then asked him if he would prefer to be the last client of the day to give him ample time to get to the salon

Answer 41

d. she should have expressed some sensitivity for the traffic jam he was in and then asked him if he would prefer to be the last client of the day to give him ample time to get to the salon

Question 42

Trisha in the receptionist at the Salon Omega. One of her most important duties is to schedule clients effectively and efficiently so that neither the stylists nor the clients are waiting long periods of time. Trisha has scheduled Mr. Everett for a haircut and scalp massage with Jane for 6pm. At 6:20, Mr. Everett calls from his cell phone to say that he is stuck in traffic and would like to change his appointment to 7pm. Trisha looks at Jane’s schedule and sees that she already has 7pm and 7:30 appointments, so there is no way that she can reschedule Mr. Everett for this evening. Annoyed, Trisha says to him, “well if you had called immediately, I may have been able to move a later appointment up. You should have called sooner to reschedule, like when you first got stuck in the traffic jam! There is nothing I can do now. Jane has no openings until next week.” Mr. Everett explains, “I thought the traffic would clear up sooner and that I would make it in time. I am sorry if I caused any problems. I would like to make another appointment.” Trisha says, “Okay but Jane is sitting here waiting for you while two other clients have walked in, and she could have been servicing them!” Trisha looks at the appointment calendar and says that she can make an appointment for Mr. Everett for the following week, but, she warns, “You have to be sure you are going to make it on time and if you cannot be on time, you have to call me right away and let me know.” Mr. Everett says he would like to take the appointment; Trisha marks his name in the calendar and then completes the call.

How sensitive was Trisha to Mr. Everett?

a. extremely
b. moderately
c. somewhat
d. not sensitive at all

Answer 42

d. not sensitive at all

Question 43

Trisha in the receptionist at the Salon Omega. One of her most important duties is to schedule clients effectively and efficiently so that neither the stylists nor the clients are waiting long periods of time. Trisha has scheduled Mr. Everett for a haircut and scalp massage with Jane for 6pm. At 6:20, Mr. Everett calls from his cell phone to say that he is stuck in traffic and would like to change his appointment to 7pm. Trisha looks at Jane’s schedule and sees that she already has 7pm and 7:30 appointments, so there is no way that she can reschedule Mr. Everett for this evening. Annoyed, Trisha says to him, “well if you had called immediately, I may have been able to move a later appointment up. You should have called sooner to reschedule, like when you first got stuck in the traffic jam! There is nothing I can do now. Jane has no openings until next week.” Mr. Everett explains, “I thought the traffic would clear up sooner and that I would make it in time. I am sorry if I caused any problems. I would like to make another appointment.” Trisha says, “Okay but Jane is sitting here waiting for you while two other clients have walked in, and she could have been servicing them!” Trisha looks at the appointment calendar and says that she can make an appointment for Mr. Everett for the following week, but, she warns, “You have to be sure you are going to make it on time and if you cannot be on time, you have to call me right away and let me know.” Mr. Everett says he would like to take the appointment; Trisha marks his name in the calendar and then completes the call.

What will likely be the effect of Trisha’s communication on Mr. Everett?

a. he will feel understood
b. he will feel reprimanded
c. he will feel insignificant
d. he will feel appreciated

Answer 43

b. he will feel reprimanded