OCP Final Exam – Comprehensive Practice Questions and Answers Study Guide
for Exam Preparation
two terms that describe the ability and skills of interacting well with others - ANS ✔✔1.
emotional intelligence (EQ)
2. social intelligence
refers to a person's ability to gain a sense of self-respect and self-esteem from her job and to be
treated respectfully by others - ANS ✔✔workplace dignity
describes the underlying nature of relationships in work groups - ANS ✔✔organizational climate
methods that promote positive, confirming relationships... - ANS ✔✔1. praise promptly
2. make praise specific
3. praise progress, not just perfection
4. praise intermittently
5. relay praise
6. praise sincerely
managing conflict (approaches) - ANS ✔✔1. use descriptive "I" language
2. focus on solving problems, not controlling others
3. be honest- don't manipulate
4. show concern for others
5. demonstrate an attitude of equality
6. keep an open mind
language that points a verbal finger of accusation at the receiver - ANS ✔✔"you" language
, language focused on the speaker instead of judging the other person - ANS ✔✔descriptive
statements ("I" language)
type of message that aims at solving both persons' needs - ANS ✔✔problem-oriented
the exchange of seemingly inconsequential, inconsiderate words and deeds that violate the
conventional standards of workplace conduct - ANS ✔✔incivility
intense, malicious, ongoing, and damaging - ANS ✔✔workplace bullying
"this for that"--directly or indirectly threatening not to promote someone who won't date you
or implying employment depends on granting sexual favors - ANS ✔✔quid pro quo
includes any verbal or nonverbal behavior that has the intention or effect of interfering with
someone's work or creating an intimidating, offensive, or hostile environment - ANS ✔✔hostile
work environment
approaches to conflict - ANS ✔✔1. avoiding
2. accommodating
3. competing
4. collaborating
5. compromising
each party sacrifices something he or she is seeking to gain an argument - ANS ✔✔compromise
occurs when two or more parties discuss specific proposals to find a mutually acceptable
agreement - ANS ✔✔negotiation
for Exam Preparation
two terms that describe the ability and skills of interacting well with others - ANS ✔✔1.
emotional intelligence (EQ)
2. social intelligence
refers to a person's ability to gain a sense of self-respect and self-esteem from her job and to be
treated respectfully by others - ANS ✔✔workplace dignity
describes the underlying nature of relationships in work groups - ANS ✔✔organizational climate
methods that promote positive, confirming relationships... - ANS ✔✔1. praise promptly
2. make praise specific
3. praise progress, not just perfection
4. praise intermittently
5. relay praise
6. praise sincerely
managing conflict (approaches) - ANS ✔✔1. use descriptive "I" language
2. focus on solving problems, not controlling others
3. be honest- don't manipulate
4. show concern for others
5. demonstrate an attitude of equality
6. keep an open mind
language that points a verbal finger of accusation at the receiver - ANS ✔✔"you" language
, language focused on the speaker instead of judging the other person - ANS ✔✔descriptive
statements ("I" language)
type of message that aims at solving both persons' needs - ANS ✔✔problem-oriented
the exchange of seemingly inconsequential, inconsiderate words and deeds that violate the
conventional standards of workplace conduct - ANS ✔✔incivility
intense, malicious, ongoing, and damaging - ANS ✔✔workplace bullying
"this for that"--directly or indirectly threatening not to promote someone who won't date you
or implying employment depends on granting sexual favors - ANS ✔✔quid pro quo
includes any verbal or nonverbal behavior that has the intention or effect of interfering with
someone's work or creating an intimidating, offensive, or hostile environment - ANS ✔✔hostile
work environment
approaches to conflict - ANS ✔✔1. avoiding
2. accommodating
3. competing
4. collaborating
5. compromising
each party sacrifices something he or she is seeking to gain an argument - ANS ✔✔compromise
occurs when two or more parties discuss specific proposals to find a mutually acceptable
agreement - ANS ✔✔negotiation
