Question

chapter 2-life skills

1. which of the following characteristics indicates that hakim is extending ethical behavior to his communication with customers and the other people he works with?

a. buying lunch
b. being indirect
c. being direct
d. wearing trendy clothing
marcia is the receptionist at the salon omega. one of her most important duties is to schedule clients effectively and efficiently so that neither the stylists nor the clients are waiting for long periods of time. marcia has scheduled mr. hatch for a haircut and scalp massage with jane for 6 p.m. at 6:20 mr. hatch calls from his cell phone to say that he is stuck in traffic and would like to change his appointment to 7 p.m. marcia looks at janes schedule and sees that she has 7 p.m. and 7:30 p.m. appointments, so there is no way that she can reschedule mr. hatch for this evening. annoyed, marcia says to him: \well, if you had called immediately, i may have been able to move a later appointment up. you should have called sooner to reschedule, like when you first got stuck in the traffic jam! theres nothing i can do now, jane has no openings until next week.\
mr. hatch explains: \i thought the traffic would clear up sooner and that id make it in time. im sorry if i caused any problems. id like to make another appointment.\
marcia says: \well, you have caused problems; jane is sitting here waiting for you while two other clients have walked in and she could have been servicing them!\ marcia looks at the appointment calendar and says that she can make an appointment for mr. hatch for the following week but, she warns, \you have to be sure youre going to make it in time and if you cant be on time, you have to call me right away and not leave us hanging here.\ mr. hatch said he would like to take the appointment; marcia marks his name in the calendar and then completes the call.

1. from her response, what kind of attitude does marcia have about people who are late?

a. she is understanding and helpful
b. she is sad and tearful
c. she is impatient and distrusting
d. she is angry and abusive

Explanation:

For question 34, ethical behavior often involves being honest and direct. Buying lunch (A) is a nice gesture but not directly related to ethical communication. Being indirect (B) can sometimes be unethical if it hides the truth. Wearing trendy clothing (D) is about appearance, not communication ethics. Being direct (C) is a characteristic of ethical communication as it promotes honesty.

For question 35, Marcia's response shows impatience. She scolds Mr. Hatch for not calling sooner and is distrusting as she warns him multiple times about being on - time and not leaving them hanging. She is not understanding (A) as she doesn't really try to find a better solution for the current situation. She is not sad and tearful (B) - there is no indication of such emotions. She is not abusive (D) - her words are harsh but not crossing into abuse.

Answer:

1. C. Being direct
2. C. She is impatient and distrusting