Work Effectively With Others

Question 1

Define verbal communication:

Answer 1

The use of spoken words

Question 2

Define non-verbal communication:

Answer 2

Conveys a message using gestures, body language, facial expressions, symbols, eye contact and posture.

Question 3

Define written communication:

Answer 3

Used for menus, customer orders, manuals and policies, checklists and forms.

Question 4

Define active listening:

Answer 4

The ability to really listen, by knowing when to speak and when to be quietly attentive to the speaker.

Question 5

Define effective questioning:

Answer 5

Requires a simple yes or no answer.

Question 6

Define teamwork:

Answer 6

A group of people working together to achieve a common goal.

Question 7

List characteristics of workplace diversity:

Answer 7

• Age.
• Gender.
• Religion.
• Cultural heritage.
• Ability/ disability.
• Sexual orientation.

Question 8

What are the benefits of a diverse workplace?

Answer 8

Culturally diverse teams can find better, more creative solutions to problems, and culturally diverse workplaces tend to be more inclusive.

Question 9

Define someone who is passive:

Answer 9

Avoid confrontation and can be difficult to engage in offering an opinion.

Question 10

Define someone who is assertive:

Answer 10

Know their own mind and have a confident approach to their interactions with others.

Question 11

Define someone who is aggressive:

Answer 11

They thrive on confrontation and can be extremely forthright.

Question 12

What are the 4 approaches to conflict management?

Answer 12

1. Listen
2. Acknowledge
3. Respond
4. Take Action
5. Follow up