The administrator for your branch keeps irregular hours and takes sick days without calling in. He has worked for the organization a long time and has friends in the branch.  His backlog of work includes several of your expense claims and requests for supplies...
A. go to your supervisor and recommend action because of the administrator's unreliability
B. tell the administrator your expectations regarding his work with you
C. work with the administrator to ensure your requirements are fulfilled within his schedule
D. ask a friend of the administrator to talk to him about his habits
E. avoid complaining about the delays because the administrator's relationship in the branch

1.the most effective response to this situation would be :
 a   b     c     d     e 
 

2.The least effective response would be...
 a    b     c     d     e 

Your overhear a colleague harassing a new employee in private.  The organization has rules against harassment, but there are no previous cases that you know about.  The colleague has a good reputation and long service in the organization...
A. interrupt the encounter and tell your colleague to stop the harassment
B. tell the new employee afterwards about what what you heard and the organization's policy against harassment
C. tell your colleague later about what you heard and mention the organization's policy against harassment
D. go to the organization's ombudsperson and explain what you heard and who was involved
E. go to your head of unit and explain what you heard and who was involved

3.The best response to this situation should be : 
 a      b      c     d     e   
 

4.The worst answer would be :
 a      b      c     d    e   
 

You learn that a colleague has received free tickets to an event from a supplier of products to your office. No one in the organization is allowed to take complimentary gifts to do with the job. The colleague invites you to attend the event with him and two other colleagues from the office.
A. Accept the invitation because the colleague is sharing the benefits
B. recommend to your colleague to return the tickets
C. tell the supplier the organization's rules, for future reference
D. tell your head of unit what is going on
E. turn down the invitation and ignore the situation
 

5.The most effective response to this situation would be ....
 a     b     c      d     e    

6.The least effective response to this situation would be ....
 a     b     c      d      e    

Two of your colleagues on a quality improvement team developed a way to save the organization money in delivering its services.  The team leader has informed management about the idea.  You learn that the information sent to the head of unit cited the whole team for the idea and did not mention the two colleagues specifically.
A. Advise the two individuals to let management know it was their idea
B. accept the need to report team success over individual achievement
C. write management an unsigned note mentioning who came up with the idea
D. tell the team leader you disagree with his approach
E. suggest to the team leader that she should give credit to the two individuals.
7.The most effective response to this situation would be ....
 a     b     c      d     e    

8.The least effective response to this situation would be ....
 a     b     c      d     e    

Your unit has upgraded its computers to handle more complex reporting, but several colleagues continue to use the old equipment and are slower in finishing work because of this. A new executive group has taken over the organization and the demand for timely information is growing.
A. approach one of the new executives and recommend computer training for selected staff to meet increasing workloads
B. propose a mentoring system at a unit meeting to get staff operating new equipment paired with individuals using old equipment
C. explain the situation in your unit to the organization's technology supervisor
D. meet with your supervisor to inform her about what is happening
E. help where necessary when staff using old computers slow down work involving you.

9.The most effective response to this situation would be ....
 a     b     c      d     e    

10.The least effective response to this situation would be ....
 a     b     c      d     e    

A group of staff gather every morning and talk loudly about social activities.  The sound carries across the office, but no one seems to have complained. "We mind our own business", is the prevailing attitude.  Your work in dealing with clients over the telephone is affected because of the noise.
A. ask to be re-located to a quieter place
B. speak to your supervisor about the problem and ask her to address it
C. apologize to clients on the telephone and carry on serving them despite the noise
D. join the next staff conversation and tell people how the group's behaviour is affecting others
E. ask colleagues in the office to join you in broaching the noise issue with your supervisor.

11.The best effective response to this situation would be ....
 a     b     c      d     e    

12.The worst effective response to this situation would be ....
 a     b     c      d     e    

A colleague you frequently must share tasks with is difficult to keep focused on the job.  "Let's have some fun here", he says to you, and talks about issues having nothing to do with your work together. You are frustrated and your work is suffering as a result.
A. go to your supervisor about the situation
B. do your best with your responsibilities in the shared tasks
C. avoid responding to your colleagues' comments and stick to discussing work
D. get your supervisor to join your next encounter with co-worker
E. tell your colleague how you feel and ask him the reasons he avoids discussing work matters.

13.The best effective response to this situation would be ....
 a     b     c      d     e    

14.The least effective response to this situation would be ....
 a     b     c      d     e    

You and a colleague are cooperating on an assignment given by your supervisor. The colleague is missing agreed deadlines because of an increase in his regular workload, and because he is helping a friend in another unit on a project.  Your monthly report on the assignement is due next week.
A. help the colleague with his extra workload so he can make time to do the assignment
B. speak to the colleague's friend and ask him to stop requesting help
C. tell your supervisor you may miss the monthly report deadline
D. tell your colleague your concerns about what is happening with the assignment
E. ask your supervisor for additional help to do the assignment

15.The best effective response to this situation would be ....
 a     b     c      d     e    

16.The least effective response to this situation would be ....
 a     b     c      d     e    

One of your co-workers has a hygiene problem that seems to be worsening.  Staff are ridiculing the person behind his back, and no one associates with him in the office. The colleague happens to complain to you about the cold atmosphere and asks your opinion about the case.
A. tell him you and a friend feel as he does, and suggest you all get together to discuss the situation
B. inform him that he may be creating his own isolation
C. tell him in private what you think is the problem
D. tell him what others are saying for his own good
E. tell him you are satisfied with the atmosphere and avoid the subject

17.The most effective response to this situation would be ....
 a     b     c      d     e    

18.The least effective response to this situation would be ....
 a     b     c      d     e    

Your supervisor selects you to represent the unit in negotiations with representatives from other areas about next year's budget for the organization. At the first meeting your supervisor accompanies you and interjects during remarks by you and others, undermining your position and damaging your confidence.
A. ask your supervisor to be replaced in the negociations
B. take your supervisor aside at a break in the meeting and explain your feelings and the impact of this behaviour
C. assert yourself at the meeting in unison with your supervisor
D. assert yourself at the meeting when other representatives speak to demonstrate your authority
E. plan to talk to your supervisor about what took place before the next budget meeting. 

19.The best effective response to this situation would be ....
 a     b     c      d     e    

20.The least effective response to this situation would be ....
 a     b     c      d     e