Read the following questions carefully and choose the correct answer letter on the

answer sheet. 0.5

1. Which of the following statements regarding the gift of service is false ?

A. The service provider cares about the outcome, not how the service was delivered.
B. The customer is always right.
C. The relationship between service and service providers is not limited to service
time.
D. In public offices, our goal is to see customers happy with any service.
2. Which of the following does not help to assess the performance of a public service
employee ?
A. Having a vision.
B. Being loyal to following politics.
C. Being an example by his work.
D. Ability to problem solve and make decisions.
3. of the following statements is incorrect regarding civil servants ?
A. Understand and communicate government policies and strategies to the community.
B. Be open and understanding of all characteristics/needs from the customer in
providing services.
C. Not being open to diversity in the provision of services
D. Ability and confidence to perform assigned tasks.
4. How can a manager be defined as having partnership competence ?
A. Ability to influence various external entities to realize the benefits of the workplace.
B. Ability to take personal responsibility for team accomplishments and shortcomings.
C. to work within the limits of own role at all times .
D. Ability to build effective relationships with various external and internal
stakeholders.
5. What can describe a manager's strategic thinking skills ?
A. Focus on personal goals or career outcomes in achieving workplace objectives.
B. Knowledge of the authority, organization, policies , procedures ,practices and limits
of authority of the office.
C. open to all customer behaviors , be able to work fairly and transparently.
D. Have extensive knowledge and understanding of how one's role can be linked to the
objectives of the workplace and the needs of the wider community.
6. Which of the following causes changes in workplaces is the influence of changes in
external circumstances ?
A. Financial position
B. Human resource conditions
C. State of the art
D. The condition of the equipment.
7. of the following has a negative impact on the performance of a civil servant ?
A. Be prepared for continuous change and welcome change in all services provided
 B. Avoid self-judgment within the boundaries of one's own work and maintain the
approval of a higher authority.
C. Serve with a sense of service in all services provided.
D. an understanding of the organization /m/work in all services provided .
8. Which of the following reform ( variable) tools is not a correct relationship ?
A. Kaizen andamazing change.
B. evaluation system and strategic planning.
C. Process changes in the work base and flat structure.
D. Change forces and task forces.
9. is not an employee performance appraisal benefit ?
A. It is only to distinguish whether the employee's performance is high, average, or
low.
B. To provide input for various administrative decisions.
C. To identify employee skills gaps and make necessary decisions including training.
D. For input into employee promotion decisions
10.Which of the following does not exhibit characteristics of teamwork .
A. Be able to influence the acceptance of individual opinions by making them aware
that they are important members of the group.
B. Ability to influence teamwork by proposing better ideas to correct wrong thinking
and actions.
C. Willingness and commitment to solicit and share support from colleagues.
D. Willingness and commitment to comply with and implement the decisions made by
the group.
11.Which of the following does not refer to transparency at work ?
A. Make all decisions confidential and disclose all decisions
B. All managers and employees should be transparent in their procedures.
C. Disclose service information to all clients.
D. Explicitly ask for expert advice to get more information to make decisions.
12.the professionalism of civil servants in public service ?
A. with equally highly qualified ( professional ) qualifications in all services provided.
B. Good skills and ethical skills in the services provided.
C. If the customer can acknowledge the service (employee) in the service provided.
D. higher education ( professional ) to provide services .
13.Ability to have the following skill(s).
A. Strive to improve yourself in skills and knowledge from time to time.
B. Perform own duties with maximum supervision.
C. Work selflessly across role boundaries
D. Persevere and persevere when faced with various obstacles .
14.------------------what can be said about one's confidence in his work ?
A. ------- judgment with management approval for all assignments
B. Take on difficult or challenging situations ---- save.
C. Be able to say “no” to issues that are supported by convincing reasons.
D. Avoid taking responsibility for the consequences of failure
14.Any skill in service delivery must involve the characteristic of -----
A. Vision
B. Heritage
C. Strategy
D. Mission
15.of the following is not correct in relation to invention ?
A. Equity
B. Transparency
C. Conflict of interest
D. Justice
16.Which is the basis for the establishment of an office ?
A. Vision
B. Heritage
C. Strategy
D. Mission
17.of the following is incorrect in relation to inventing ideas ?
A. Accommodate issues in specific directions.
B. Work in an attractive manner and strive to bring about efficiency
C. alternative solutions .
D. Failure to deeply analyze and understand a situation.
18.Which of the following is not a civil servant's understanding of office organization
?
A. Annual plan and office report
B. Structure , traditions of authority boundaries and command relationships of the
organization.
C. Laws ,regulations , policies,procedures and performance standards.
D. The organization's relationship with other organizations.
19.--------- What is the description of a person's attitude towards his workplace ?
A. ------ ability to achieve workplace goals
B. ---- to serve the needs of the workplace first .
C. Ability to balance personal interests with work needs.
D. Ability to do ------------- work.
20.-------- which one does not describe the straight line exactly ?
A. about what he believes .
B. what he says into action.
C. The infallible.
D. Has a positive attitude .
21.Which of the following is incorrect regarding the communication of the work to be
done ?
A. Active and practical listening without interruption.
B. Present basic factual issues in a clear and concise manner, orally and in writing
C. Communicate information carefully in a sensitive manner when contacted in a way
that may be misunderstood.
 D. Respond promptly to feedback from customers as soon as we listen.
22.Which of the following does not describe the outcome measurement system for
strategic planning .
A. Organize the office structure by workflow.
B. It is a strategic planning and management system.
C. It is a means of communication.
D. It is a measure of performance.
23.is correct regarding the citizens charter ?
A. It is a strategic planning and management system.
B. defined in the workplace are a noticeable citizen.
C. Organize the office structure by workflow.
D. It reflects the structure , values, boundaries of power and relationships and existing
government agencies.
24.of the following is an executive branch ?
A. Caffeine of the Orissa
B. The General Court of Appeals.
C. The state of Oregon.
D. Office of the Prosperity Party
25.is incorrect about workplace culture ?
A. as a control tool in the workplace .
B. The behavior and actions of the leader are crucial in creating a workplace culture.
C. In creating a workplace culture, behavioral punishment doesn't --------- and rewards
help ground desirable behavior .
D. There is only one workplace culture in a workplace

Read the following questions carefully and choose the correct answer letter on the answer
sheet.

1. the managerial or administrative system that deals with the allocation and use of
various resources for various activities in the organization ?
A. Planning
B. Organize the
C. Leading the way
D. Controlling the
2. management systems is not the main task of managers when developing an office
structure ?
A. Make decisions on establishing standards.
B. Create positions and divide them into groups.
C. Have the necessary departments created.
D. Conduct assignments for jobs and tasks.
3. Which of the following management systems ,helps us to identify and understand
the needs and problems of employees with determination to ensure that
employees do their jobs willingly
A. Planning
 B. Organize the
C. Leading the way
D. Controlling the
4. Which of the following enables a manager to make decisions and orders and allocate
resources ?
A. Having authority
B. substitutions .
C. responsible .
D. Being transparent.
5. Which of the following is not the responsibility of the middle manager ?
A. Determine the vision of the company.
B. Implement goals set by senior managers.
C. Assist managers in setting goals.
D. Perform tasks unrelated to long-term goals.
6. Which of the following defines good or effective leadership ?
A. Low efficiency and high effectiveness
B. High performance and low effectiveness
C. High performance and high efficiency
D. Average performance and average effectiveness.
7. Which of the following is not considered a key part of a manager's plan ?
A. goals .
B. Determine incentives
C. Develop a strategy
D. Making decisions.
8. What is the most common way to describe a control system in management ?
A. Resolving conflicts.
B. Determine the tasks to be done.
C. Monitor the execution of tasks.
D. Monitor employee compliance with rules.
9. may be due to a number of factors in the organization . Which of the following does
not explain the reasons why employees resist change in the organization ?
A. Lack of understanding.
B. on various assessments .
C. Low tolerance for change
D. Interpersonal relationships.
10.Aa
11.Which of the following is not a project measurement criterion for offices ?
A. Cost
B. Border
C. Quality
D. Encouragement
12.When listed in the planning section from general to scattered /small /
A. Project ,Program , Budget , Procedure.
 B. Schedule , project , Budget , Procedure.
C. Procedure, Budget, Project ,Schedule .
D. Budget, Project ,Program, C.Procedures
13.Which should be done first in strategic planning management .
A. Vision and mission
B. the workplace.
C. Doing audit work
D. Measure and evaluate performance.
E. Prepare a goal.
14.The answer to one of the following questions is a visual description
A. the functions of the office ?
B. Who are our employees ?
C. Why did we stop ?
D. What should we be found to be ?
15.The answer to one of the following questions is a mission statement
A. the functions of the office ?
B. Who are our employees ?
C. Why did we stop ?
D. What should we be found to be ?
16.statements does not describe poor performance ?
A. Let the employee know that he/she is underperforming.
B. Understand what employee performance looks like in the past.
C. Do the employee/ssite who recorded good performance know what they will get ?
D. Agree on an employee discipline plan.
17.If all the employees of the office raise condemnation and protest against the changes in
the job to stop or eliminate this rincica ?
A. Facilitate and support
B. Discuss
C. Education and communication.
D. Participation.
18.Which of the following is the correct decision making process ?
A. Identify solutions, evaluate solutions, identify problems, provide feedback
B. problem identification Identify solutions, evaluate solutions, provide feedback
C. Identify solutions, evaluate solutions, identify problems, provide feedback
D. feedback ,Solution identification, solution evaluation, problem identification,
19.Which is the right way to make decisions in a more holistic and consistent manner
in an office ?
A. in collective decision- making , decisions are made by a lower level body.
B. in collective decision- making , decisions are made by a higher level body.
C. In a decentralized system, power is delegated to the lower levels.
D. In a collective system, power is delegated to the lower levels.
20.Which type of control is required to control the operations ?
A. Control of all aspects
 B. Feedback control
C. Pre-execution control
D. Condition-based control.
21.lower bodies helps to get the job done Which of the following is the correct division of
objective power .
A. Problem identification is difficult.
B. will have the opportunity to participate in executive functions .
C. It is difficult to know what is happening in the workplace.
D. Decisions can be made without upper management knowing.
22.Which of the following brings the employee's ideas or needs to the district board to
achieve the goals of the workplace and increase the employee's ability to meet his
needs ?
A. Communication /communication
B. Leadership
C. Encouragement
D. Supervision of the
23.Which is the characteristic of a dictatorial leader ?
A. The communication leader uses two.
B. The leader's decisions are participatory.
C. The power is al-waata'
D. It focuses solely on one's own decisions and does not depend on circumstances.
24.All the following lectures are inputs to the provision of services or products of an
office but not the same .Which one ?
A. Human resources
B. Information
C. property
D. Products and services.
25.One of the following is not the characteristic of guessing, which one ?
A. Predictions are always right.
B. The longer the prediction period, the lower the prediction accuracy.
C. It is better to guess many things than to guess one thing .
D. Previous forecasting techniques can be used continuously in the future.