Modern Office Test - Flashcards

question

A non profit corporation is formed to promote a civic, charitable, or artistic purpose.

answer

True

question

A type of business that is owned and controlled by an individual is a sole proprietorship.

answer

True

question

Outsourcing occurs when a business produces its goods or offers its services from operations in one country although its business operations may be headquartered in another country.

answer

True

question

Advances in technology have allowed administrative professionals to accomplish more work in the same amount of time.

answer

True

question

Today's work environment is less culturally diverse than in the past.

answer

False

question

The U.S. Department of Labor lists administrative assistant as one of the largest occupations in the United States.

answer

True

question

Job opportunities for administrative professionals are expected to decrease during this decade.

answer

False

question

About 30% of administrative professionals work in service industries.

answer

False

question

The virtual office has no physical form and allows you to work in your car, at a coffee shop, or at an out-of-town location such as a hotel.

answer

True

question

The culture of an organization has little effect on employee attitudes or behaviors.

answer

False

question

A _____ is a type of business that is a legal entity formed by following a process of incorporation set forth by state statues.

answer

corporation

question

An association of two or more people as co-owners of a business is a ______.

answer

partnership

question

_______ is a training personnel to complete differing tasks within a department of unit or reassigning duties because of internal reorganization or restructuring of business operations.

answer

cross-training

question

An effective professional will _____.

answer

continue to learn through attending appropriate workshops and seminars, participate in professional organizations, and accept new responsibilities with a positive attitude

question

The outcome or product of a problem, concern, or issue that must be addressed and solved is a(n) _____.

answer

decision

question

The first step in making effective decisions is to ______.

answer

define the problem

question

The ability to produce new ideas and to be original and imaginative is ______.

answer

creativity

question

Name 3 strategies that demonstrate customer focus.

answer

showing respect for customers, seeking customer input, and going the extra mile to maintain good relationships

question

An example of an intrinsic motivator is a ______.

answer

feeling of accomplishment

question

Organizations funded and managed by a local, state, or national government in order to carry out its functions are ______.

answer

government entities

question

It is appropriate to personalize your workspace with a few personal photos and a small plant.

answer

True

question

If you make a mistake, it is best to ignore it and hope no one notices.

answer

False

question

Professional organizations can help you improve your professional image.

answer

True

question

Dress codes at some organizations stipulate that employees must cover any visible tattoos.

answer

True

question

A business suit is considered professional business attire for both men and women.

answer

True

question

The best suggestion for professional dress in countries outside the United States is to follow the most conservative professional standards found in the United States.

answer

True

question

Regardless of the culture, it is always appropriate to arrive early for a business meeting.

answer

False

question

Business introductions should be made based on gender, not professional rank.

answer

False

question

Hugging and kissing is never acceptable in a business situation.

answer

True

question

If you forget the name of a person, it is better to admit this than to guess and come up with the wrong name.

answer

True

question

A first impression is typically made in the first _______.

answer

7 to 10 seconds

question

Attitude can be what 3 things?

answer

positive or negative, more important than education, changeable

question

Meeting all deadlines is an example of having a strong work ethic.

answer

True

question

Professional business cards should contain what information?

answer

company name and logo, name and professional title, and office telephone number

question

When making an introduction, what should you do?

answer

say each person's name clearly

question

Once you pick up a piece of cutlery, it should never touch the table again.

answer

True

question

With the ______ style of dining, the knife is used only for cutting.

answer

American

question

Pushing your plate away from you after eating is appropriate dining etiquette.

answer

False

question

When you are being introduced, you do what?

answer

establish eye contact with the individual

question

When addressing your superiors in an organization, you should _______.

answer

use a courtesy title followed by a surname

question

Being able to work on a team is considered one of the most important skills for an employee to have.

answer

True

question

A task force is an example of a cross-functional team.

answer

False

question

A team could consist of you and your supervisor.

answer

True

question

The purpose of a team is for everyone to work toward accomplishing a common goal.

answer

True

question

Nancy had a problem with several financial forms she regularly uses, so she formulated a solution and then brought both the problem and the potential solution to her supervisor's attention. This was an effective way to work with her supervisor.

answer

True

question

When talking with non-native English speakers, you should correct their grammar even if they haven't asked you to, since that's the best way for them to improve their language skills.

answer

False

question

An administrative professional will probably never need to lead a team.

answer

False

question

Listening effectively means you are ready with your own response as soon as the other person finishes talking.

answer

False

question

E-mailing your supervisor about the status of a report is and example of horizontal communication.

answer

False

question

Brainstorming is a technique used to encourage creative thought among team members.

answer

True

question

Effective teamwork does what 3 things?

answer

increases worker productivity, decreases absenteeism, and increases organization profits

question

BIO 101 study group, the Honors Program Task Force, and the social networking guidelines committee are all examples of a team.

answer

True

question

Employees from the design, engineering, and maintenance departments are temporarily assembled into a team to redesign the front sales entrance at the main building. The team is an example of a ______.

answer

cross-functional team

question

A diverse workplace consists of people _______.

answer

from different cultures, ages, and races

question

What should you do first if you are a team leader?

answer

establish clear expectations

question

In an effective team, members focus on ______ goals rather than ______ goals.

answer

team, personal

question

Some examples of teamwork techniques are being nonjudgmental, taking the other's perspective, and being flexible.

answer

True

question

Listening, working collaboratively, and resolving conflicts are examples of interpersonal skills that are critical for success.

answer

True

question

Sarah, Lewis, and tony are working together to organize a company party. This is an example of _______.

answer

collaboration

question

What two things can be effective in resolving conflicts on teams?

answer

listening to everyone's point of view and identifying what is creating the conflict

question

Ethical business decisions include decisions about internal matters and do not include decisions related to the environment.

answer

False

question

Each decision you make contributes to your reputation as an ethical employee.

answer

True

question

Following the rules means you will always be ethical.

answer

False

question

To be ethical, you should always follow your heart and feelings.

answer

False

question

You are interviewing someone who is an excellent candidate for a job, but you're reluctant to hire him because of his age. You're afraid he will retire in a year or two. It is legal and ethical not to hire him for that reason.

answer

False

question

Sunita files a sexual harassment complaint at work. Her employers does not respond to the complaint. Sunita is within her rights to file sexual harassment charges with an appropriate federal agency.

answer

True

question

Satisfied employees generally cost companies less than dissatisfied employees.

answer

True

question

Workplace politics can be good or bad.

answer

True

question

Loran calls Russ and asks, "Did you finish the Wilson report?" Russ responds, "Yes, I just finished it, I'll send it to you in a few minutes." Russ quickly finishes the report, which he had actually forgotten. He e-mails it to Loran about 30 minutes later. Russ lied to Loran.

answer

true

question

An ethical employee is loyal to the organization in all situations.

answer

False

question

Your company just signed a contract with Company A after considering two other Asian companies. The rejects companies had questionable records with regard to employee safety. This ethical decision is an example of your company being _____.

answer

globally aware

question

At Laine's company, several employees tell sexually oriented jokes and hang suggestive posters in the break room. She and some other employees have complained to the supervisor that these actions are crude and offensive. The situation could be _______ sexual harassment.

answer

hostile environment

question

The chapter advises using a(n) ______ to decide the right direction to go ethically.

answer

ethical road map

question

Joan is late for work every day. When confronted by her supervisor, she says it is because traffic is terrible on her commute. Her response shows a lack of ____.

answer

responsibility, accountability, and dependability

question

Laura supervises a team of administrative associates. Jay complains to her that his three teammates have acted irresponsibly. She immediately sends an e-mail ordering the teammates to apologize to Jay. Laura ______.

answer

should have gotten all the facts before demanding the apology

question

Unethical values can _____.

answer

be changed by making a habit of doing the right thing and by focusing on doing the opposite

question

Research shows that in organizations with a strong ethical culture _______.

answer

employers feel less pressure to act unethically and are more likely to report misconduct

question

A grocery store employee purchasing groceries on his or her day off is an example of an internal customer.

answer

False

question

You should treat all customers with respect and courtesy, even when they are at fault or do not have a legitimate complaint.

answer

True

question

Listening is more than hearing what the speaker is saying.

answer

True

question

Your tone of voice can be as important as your words when talking with customers.

answer

True

question

Customer service is saying the words the customer wants to hear.

answer

False

question

"What seems to be the problem?" is a calming phrase when dealing with a customer issue.

answer

False

question

"Let's do this" is an example of a calming phrase.

answer

True

question

All customer concerns should be given serious attention.

answer

True

question

You should always give customers what they want because "The customer is always right."

answer

False

question

It is never a good idea to admit you made a mistake with a customer.

answer

False

question

"I will find out." shows effective customer service.

answer

True

question

An employee who visits the computer help desk is an example of an internal customer.

answer

True

question

You can demonstrate your commitment to serving internal customers by doing what 3 things?

answer

coming to work on time, saying "please" when asking for assistance, and answering calls quickly

question

Mentally registering the key words the speaker is using and mentally repeating the key ideas or related points is an example of listening ______.

answer

for facts

question

Giving a customer a coupon for free shipping or 15 percent off of a future order is an example of what customer service strategy?

answer

going the extra mile

question

Listening carefully to customers' concerns or problems, working hard to make your customers happy, and offering several resolutions for the client to choose from are effective ways when dealing with conflict.

answer

True

question

When dealing with an abusive customer _____.

answer

look for points of agreement with the customer

question

Effective telephone customer service skills include _______.

answer

answering the phone courteously, putting a "smile" in your voice by using a friendly tone, and speaking at an appropriate volume, pitch, and speed

question

Good listening skills include listening for facts, searching for subtle meanings, and being patient.

answer

True

question

"Tell me more about....." is an example of an empathy statement.

answer

True

question

In clear writing, each sentence should have one thought; each paragraph, one purpose.

answer

True

question

You should use the persuasive approach when you want to change an indifferent or negative reader's reaction.

answer

True

question

To make your message more courteous, you should eliminate unnecessary words and repetitious ideas.

answer

False

question

Your writing should be correct and factual; the audience should not be considered.

answer

False

question

You should try to proofread a document as soon as you have finished keying it.

answer

False

question

The sentence that contains the main idea of a paragraph is the parallel sentence.

answer

False

question

The active voice is more direct and concise, so you should use it most of the time.

answer

True

question

Because e-mail messages are a type of informal communication, it is not necessary to use proper capitalization or punctuate them.

answer

False

question

An e-mail message should be limited to one screen.

answer

True

question

You only need to document your source if you quote it directly.

answer

False

question

Written communication is ______ when it gives the reader all the information he or she needs to accomplish the results the writer intended.

answer

complete

question

"Immediately" is a positive expression.

answer

True

question

What are 3 of the basic questions should you ask about your readers?

answer

What are their ages, genders, backgrounds, and biases? What are their values and beliefs? What attitudes do they have?

question

The ______ approach is used for messages that give negative news.

answer

indirect

question

The ______ approach is appropriate for positive or neutral messages that deliver good news or make a routine request.

answer

direct

question

The ______ paragraph identifies the subject of the message.

answer

opening

question

Kyle rode his bike to school. Active or passive voice?

answer

active

question

In the _____ letter style, all text is aligned at the left margin.

answer

block

question

A letter with open punctuation includes ______.

answer

no punctuation after the salutation or complimentary close

question

What is a one- or two- page account of the essential information in a report?

answer

executive summary

question

Successful communication occurs when a receiver hears and understands the message of the sender.

answer

True

question

All speech is persuasive.

answer

True

question

Active listeners think about what they are going to say when the speaker is finished.

answer

False

question

Interrogating someone is a form of conversation.

answer

False

question

When you place a caller on hold, you should check back every two minutes.

answer

False

question

There are mobile apps for smartphones that give quick access to time zone information.

answer

True

question

Using the caller's name is a good way to project a positive telephone personality.

answer

True

question

If you want people to remember what you say, you should use visual aids during your presentation.

answer

True

question

Electronic slide shows are effective only for small groups.

answer

False

question

Using the word you frequently helps to personalize a presentation.

answer

True

question

Verbal communication involves a _____.

answer

sender, receiver, and message

question

"He hasn't come in yet." Appropriate telephone response?

answer

No

question

______ is a clear sign that you want to be the speaker , not the listener.

answer

interrupting

question

"What attachments are required when requesting travel assistance?" is an example of a(n) _______ question.

answer

specific

question

Looking around the room while someone is talking to you is a form of _____ communication.

answer

nonverbal

question

A type of communication that may have different meanings in different cultures is ________.

answer

pointing, eye contact, and personal space boundaries

question

When ending a call, you should _______.

answer

thank the caller when appropriate

question

"Mr. Rose's office, Julia Sanchez speaking." Appropriate or Inappropriate answer to your supervisors line.

answer

Appropriate

question

Generally, you should use one slide for every _____ minutes of a presentation.

answer

two or three

question

When preparing for a presentation, you should ______.

answer

practice, think about what you'll wear, and check your equipment

question

Some social networks also have professional uses.

answer

True

question

Mobile devices offer portability and productivity options for the administrative professional.

answer

True

question

Text messaging is for personal use, not professional or business use.

answer

False

question

Communication skills are not as important for the virtual office professional because of the lack of face-to-face contact.

answer

False

question

When creating a password, you should use words from the dictionary if possible.

answer

False

question

Richard received a work-related call while he was standing in line at the post office. The information was important and related to a sensitive topic, so he handled the call while in line. Richard made the right choice.

answer

False

question

Correct capitalization and spelling are not necessary for instant messaging (IM) in the workplace since IM is casual in nature.

answer

False

question

A 48-hour turnaround on answering e-mail is acceptable.

answer

False

question

You should put your cell phone on silent or vibrate before going into a meeting.

answer

True

question

Yearly credit checks are not necessary since you will know if someone steals your personal information.

answer

False

question

______ is a program that attaches itself to files or software so it can spread to other files or programs.

answer

a computer virus

question

______ is a malicious, self-replicating program that does not need human interaction to spread.

answer

a worm

question

______ is a malicious software designed to look like something interesting or useful.

answer

a Trojan horse

question

______ is a software that can be installed on your computer without your knowledge and that tracks the websites you view.

answer

spyware

question

To protect your computer from spyware, make sure you have ______.

answer

a firewall

question

An iPad 2 is an example of a _______.

answer

tablet computer

question

VoiceThread is the best choice for a business to provide just-in-time training for employees.

answer

True

question

______ is the act of stealing someone's personal information.

answer

Identity theft

question

______ typically scans incoming e-mail for hidden threats and alerts users when an attempt to infect the computer is detected.

answer

antivirus software

question

For the administrative professional, one of the primary uses of cloud computing is _______.

answer

file storage

question

In a mail merge, the standard text of the letter or document is stored in the data file.

answer

False

question

Nonmachinable items include items that have clasps, buttons, strings, or an incorrect address.

answer

True

question

An organization may save money on large mailings by meeting the requirements for items in the automation category.

answer

True

question

With USPS insurance, items can be insured against loss or damage for their actual value up to $25,000.

answer

False

question

Special services can be purchased from the USPS for both domestic and international mail classifications.

answer

True

question

All envelopes of incoming correspondence should be retained.

answer

False

question

In the categories for presenting mail, routine correspondence includes magazines, journals, newspapers, and advertisements.

answer

False

question

This USPS mail classification is the fastest delivery service available.

answer

Express mail

question

This USPS mail classification is an economical choice for letters, large envelopes, postcards, and small packages.

answer

First-Class mail

question

The maximum weight for this USPS mail classification is 13 ounces.

answer

First-Class mail

question

The special USPS service allows you to verify the date, time, location of delivery, and the name of the person accepting the item.

answer

signature confirmation

question

This is the most secure service the USPS offers. It provides a mailing receipt and proof of the date and time of the delivery.

answer

Registered mail

question

In what order should mail be sorted?

answer

certified mail, regular business mail, interoffice communications, and advertisements

question

This copier feature allows the user to block out areas of sensitive or confidential information.

answer

masking

question

Copy control devices ______.

answer

can prevent unauthorized use, allow the organization to track use, and make copies more secure

question

Copier maintenance costs can be decreased by _____.

answer

fanning packaged paper before loading it

question

A routing slip ______.

answer

circulates a single piece of correspondence to numerous individuals

question

Records are assets to a business.

answer

True

question

Every piece of paper created in a business is a record worth keeping.

answer

False

question

Security measures should protect records from improper access, accidental loss, theft, damage, and unwanted destruction.

answer

True

question

Before storing any incoming record, the filer should check for a release mark.

answer

True

question

File labels should be keyed in all capital letters with no punctuation.

answer

True

question

Outgoing correspondence should usually be filed by the name on the letterhead.

answer

False

question

An alphabetic filing system is advantageous because it is a direct access system.

answer

True

question

Numeric filing systems have several advantages including unlimited expansion and direct access.

answer

False

question

Chronological filing is a variation of numeric filing in which the records are arranged by reverse date order within a file folder.

answer

True

question

Cross-referencing must be used when a record may be requested by a name that is different from the one by which the record was stored.

answer

True

question

A business record may take the form of ______.

answer

a printed document, an e-mail message, or a photograph

question

Records have _____ value because they provide evidence of business transactions.

answer

legal

question

Employee evaluations, payroll records, and patient histories are examples of _______ records.

answer

historical

question

The most important criterion for judging a records management system is ______.

answer

findability

question

When names are identical, filing order is determined by address elements in what order?

answer

city names, state or province names, street names, house or building numbers

question

Electronic records should be stored using meaningful file names and in a logical structure of folders or directories to facilitate retrieving the information.

answer

True

question

When naming files, you should use underscores instead of spaces, which are often translated in a web environment as the percent sign.

answer

True

question

Text fields in a database store numeric data that may be used for mathematical calculations.

answer

False

question

A database query can be used to retrieve data that meet specific criteria set by the user.

answer

True

question

An aperture card is flat, transparent plastic carrier with single or multiple film channels created to hold single or multiple film strups.

answer

False

question

An index attaches identification data, called an address, to microforms or image records.

answer

True

question

The greatest concern for storing digital images is the changes that continue to occur in the computer environment.

answer

True

question

Because the cost of maintaining documents is so small, a retention schedule, you should consider federal, state, and local requirements for keeping records.

answer

True

question

Records that are no longer of use should be destroyed.

answer

True

question

Distribution of electronic files can take place through _______.

answer

e-mail, shared network folders, and flashdrives

question

The process of copying electronic files and folders onto new media and in new formats is called _____.

answer

data migration

question

A database _______ includes all the fields related to one entity.

answer

record

question

A(n) ______ is a rectangular sheet of film that contains a series of images arranged in a grid pattern.

answer

microfiche

question

Preparing documents for imaging can include ______.

answer

organizing documents into the correct sequence, removing all duplicate and obsolete information, and removing paper clips, staples, and rubber bands

question

A(n) ______ record is necessary to the orderly continuation of a business and is replaceable only are a considerable cost of time and money.

answer

important

question

A(n) ______ record is needed for the smooth, effective operation of an organization and is time-consuming and inconvenient to replace.

answer

useful

question

A benefit of using a records retention schedule is that ______.

answer

vital records will not be disposed of prematurely, valuable historical records will be preserved, and records that are no longer needed can be disposed of systematically

question

Corporate charters, deeds, tax returns, and bylaws are examples of _____ records.

answer

vital

question

Limitations of imaging include _____.

answer

the costs of hardware, software, system maintenance, and administration; reliance on equipment; and quicker obsolescence

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