First Line Supervisor Test Exam
UPDATED QUESTIONS AND CORRECT
ANSWERS
Define retaliation - CORRECT ANSWER the action of harming someone because they
have harmed oneself; revenge
List steps in rebuilding trust - CORRECT ANSWER 1. Open lines of communication
2. Seek out the opinions of others
3. Be willing to make changes
4. Admit mistakes
5. Be honest and sincere about making amends - walk the talk
6. Create transparency
7. Create accountability
8. Trust the workforce
What are some managerial actions that can cause conflict? - CORRECT ANSWER •
Poor Communication
• Poor Planning
• Discrimination
• Poor Leadership
• Trust Destroying Actions
T/F Ethics is described as doing the right thing for selfish reasons - CORRECT
ANSWER FALSE
What are some warning signs employees lack trust? - CORRECT ANSWER • An
active, inaccurate, grapevine
• Elaborate approval process
• Low initiative
, • High turnover
• High fear factor
• Turf wars
• Defensiveness
T/F The subject line of emails should be left blank to enhance mystique - CORRECT
ANSWER FALSE
T/F You should break promises to employees to show them you're boss - CORRECT
ANSWER FALSE
T/F You should always have a cop mindset and only cop friends - CORRECT
ANSWER FALSE
What is the difference between verbal and non verbal cues? - CORRECT
ANSWER Verbal cues:
Non Verbal cues:
• Visual - Facial expression, posture, gestures
• Tactile - Handshake, pat on the back
• Time - Keeping someone waiting
• Physical Space - Personal zone
• Vocal - Tone of voice, not what you say but how you say
What are some barriers to effective communication? - CORRECT ANSWER Culture,
attitude, noise, actual words, relationships, body language, distortions, assumptions, and
distrust
What are the steps to active listening? - CORRECT ANSWER Pay attention, show that
you are listening, provide feedback, defer judgment, respond appropriately
UPDATED QUESTIONS AND CORRECT
ANSWERS
Define retaliation - CORRECT ANSWER the action of harming someone because they
have harmed oneself; revenge
List steps in rebuilding trust - CORRECT ANSWER 1. Open lines of communication
2. Seek out the opinions of others
3. Be willing to make changes
4. Admit mistakes
5. Be honest and sincere about making amends - walk the talk
6. Create transparency
7. Create accountability
8. Trust the workforce
What are some managerial actions that can cause conflict? - CORRECT ANSWER •
Poor Communication
• Poor Planning
• Discrimination
• Poor Leadership
• Trust Destroying Actions
T/F Ethics is described as doing the right thing for selfish reasons - CORRECT
ANSWER FALSE
What are some warning signs employees lack trust? - CORRECT ANSWER • An
active, inaccurate, grapevine
• Elaborate approval process
• Low initiative
, • High turnover
• High fear factor
• Turf wars
• Defensiveness
T/F The subject line of emails should be left blank to enhance mystique - CORRECT
ANSWER FALSE
T/F You should break promises to employees to show them you're boss - CORRECT
ANSWER FALSE
T/F You should always have a cop mindset and only cop friends - CORRECT
ANSWER FALSE
What is the difference between verbal and non verbal cues? - CORRECT
ANSWER Verbal cues:
Non Verbal cues:
• Visual - Facial expression, posture, gestures
• Tactile - Handshake, pat on the back
• Time - Keeping someone waiting
• Physical Space - Personal zone
• Vocal - Tone of voice, not what you say but how you say
What are some barriers to effective communication? - CORRECT ANSWER Culture,
attitude, noise, actual words, relationships, body language, distortions, assumptions, and
distrust
What are the steps to active listening? - CORRECT ANSWER Pay attention, show that
you are listening, provide feedback, defer judgment, respond appropriately
