1.

CASE STUDY:
Name of Employee________________________

TEST YOUR MANAGEMENT of COMMUNICATION SKILLS

Circle the answer that best describes what you would do in each situation: *Right Answer

1.Your boss's immediate supervisor asks you to lunch. When you return, you
sense your boss is curious. Do you
a) give your boss a detailed description of the lunch?
b) Avoid telling your boss anything?
c) Mention the lunch casually - as though it really had no significance?

2. You're in the middle of an important meeting with your boss and

there's a long distance business call for you. Do you
a) ask the boss's Secretary to say you are out of the Office?
b) Accept the call and take as much time as it needs?
c) Tell the person you're in a meeting and ask when you may call back?

3. As you are ready to leave for a hard-to-get job interview, you discover
a spot on your shirt. Do you
a) call to reschedule the interview?
b) Rush to the store and buy a new shirt?
c) Decide the spot is not very noticeable after all, and go to the interview
'as is'?

4. You're conducting a staff Meeting on new sales procedures. One

employee keeps interrupting with questions not germane(relevant) to the
subject. Do you..
a) request all employees to hold their questions until you're finished?
b) Accept the interruptions?
c) Tell the employee that interruptions are out of order?

5 You are asked, by someone outside the Company to write recommendation

for a former employee whose work record was not very satisfactory. Do you..
a) write a letter that details your negative observations?
b) Write a letter emphasizing one or two positive points?
c) Decline the request?

6. A staff member comes to you to complain about the work habits of another.
Do you..
a) "We'll have to discuss that later - there's too much else to do now"?
b) "I will be glad to talk to with both of you - together, not separately?
c) "What is the problem.. let's discuss it now? ….2:
7. Your employees' Christmas party is underway on the shop-floor when you
arrive
Everybody seems well into into the season's spirits too well, in
fact. Do you....
a) try to be a "good guy" and join in the fun?
b) Leave immediately?
c) Tell the person in charge that the party is out-of-hand and suggest it be
ended as soon as possible?

8. For the fourth consecutive Friday, a staff member asks to leave early.
Do you say...
a) "I can't keep giving you permission like this - others resent it?"
b) "Not today - there may be a staff meeting at 4 o'clock"?
c) "you are important to us - I need you to put in a full day especially on
Fridays"?

9. You've been quoted correctly and favorably by the writer of a national

magazine article. Do you now...
a) send the writer a gift?
b) Call and thank the writer for the publicity?
c) Write an appreciative note and offer to be of future help to the writer?

10. You have been hired from outside the company as Director of a large
Department. You know several staff members thought
they should have had the position. On the first day, do you.....

a) initiate individual conversations with those individuals about the

situation?
b) Ignore the problem and hope it'll go away?
c) Recognize the problem but concentrate on your job and on getting to know
everyone?

11. An employee says to you, "I shouldn't tell you this, but have you
heard...? Do you say.....

a) "I don't want to hear any office gossip'

b) "I am interested only if it concerns our business"?
c) "What is the latest-- let me in on it"?

12. Your boss, in a customer meeting, makes an inaccurate statement. Do

you...
a) point out the mistake later to your boss - and expect him or her to
correct the statement?
b) Correct your boss in front of the customer?
c) Try to handle it yourself with the customer - at another time?