Read the following message.
Dear Mr. Arbor,
On Friday, June 1, I received a call from Claire Brown, Chief of the Accounting Office, who reported that you engaged in an excessively loud and disruptive disagreement with Maggie Smith regarding whether or not a cheque was ready for release. After interviewing you, Maggie Smith and another witness, I determined that you disagreed so strongly with Ms. Smith that you demanded that she release the cheque and then yelled at her when she advised you that it was not ready for release.
This encounter occurred at the reception desk in front of other Accounting Office staff and your yelling could be heard throughout the work area. Ms. Smith revealed that she felt intimidated, embarrassed and no longer wants to interact with you.
It is critical that you understand that I expect all members of my staff to engage in polite and courteous interactions with everyone with whom they come into contact while they are working. It is unacceptable and unprofessional to interact with others in a manner that can be viewed as intimidating, threatening, or otherwise rude or discourteous. Further, if you believe that a process is incorrect, or incorrectly interpreted, you are to elevate your concerns to a supervisor for resolution if it cannot be adequately resolved at your level.
I understand from my discussion with you that you do not believe that your actions were intimidating. Please understand that when you respond to people by yelling or even in a loud and demanding voice, it can be perceived as intimidating. I expect you to be polite, courteous and to elevate any problems that cannot be resolved with your co-workers to my attention.
You may treat this as a final warning and further be advised in your own interest, to be cautious about your conduct. Any such act of indiscipline from you will now lead to immediate termination of your service.
Regards,
HR Manager
Andrew Green
Using the drop-down menu(), choose the best option according to the information given in the message.
2.Mr. Arbor disagreed that his behaviour
3.The encounter took place at
4.If coworkers cannot agree, Arbor should
5.Before deciding, the HR manager
6.The main point of Mr. Green's letter is that further misconduct means
Here is a response to the message. Complete the response by filling in the blanks. Select the best choice for each blank from the drop-down menu ().
I have read your final warning carefully. I understand that the incident you investigated concerned 7. Although I did not intend to intimidate anyone, I accept that speaking loudly at the reception desk was inappropriate.
Your letter explains that unresolved disagreements should be 8. I will follow that process in future instead of continuing an argument with a coworker. I would also like to apologize to Ms. Smith, provided she is comfortable receiving an apology through you.
I understand that the consequence specified for another incident is 9. That makes it especially important for me to change how I respond when I am frustrated. My personal difficulties do not excuse disrespectful conduct at work.
To help me improve, could we arrange a short meeting to discuss 10. A few practical techniques for pausing and asking for assistance would be useful. I am asking for guidance, not for the warning to be removed from the record.
I will make sure that my future interactions are 11. Please let me know a suitable time to meet. Thank you for explaining your expectations clearly.
Sincerely,
John Arbor
AI explanationShows the answer. Tap to open.
Correct Answer: Claire Brown
Why this is correct: The HR manager received a call reporting the incident from Claire Brown.
Passage Reference: received a call from Claire Brown
Tips: Find who is attached to the first report verb, such as called.
Why the other options are wrong:
- John Arbor: Arbor was interviewed, not the first reporter.
- another witness: The witness was interviewed after the report.
- Maggie Smith: Maggie was interviewed. Claire made the report.
Correct Answer: was intimidating
Passage Reference: you do not believe that your actions were intimidating
Why this is correct: John did not believe his actions intimidated anyone.
Tips: After do not believe, find the claim he rejects.
Why the other options are wrong:
- was investigated by HR: He took part in the discussion.
- involved a dispute over a cheque: He does not dispute that subject.
- took place at reception: No location dispute is described.
Correct Answer: the office reception desk
Passage Reference: at the reception desk in front of other Accounting Office staff
Why this is correct: The argument happened at the reception desk in front of staff.
Tips: Do not confuse a job title with the exact place of the event.
Why the other options are wrong:
- the HR director's private office: The encounter was at accounting reception.
- the bank's payment counter: The setting was the Accounting Office.
- a meeting room used for interviews: Interviews followed the incident.
Correct Answer: refer it to his supervisor
Passage Reference: elevate your concerns to a supervisor
Why this is correct: Unresolved concerns should be elevated to a supervisor.
Tips: Find what Mr. Green says staff should do when coworkers cannot solve a problem. Match his words to one option.
Why the other options are wrong:
- make the release decision himself: He is told to escalate unresolved concerns.
- refer the dispute to customers: The specified channel is a supervisor.
- keep demanding release from Maggie: That behaviour triggered the warning.
Correct Answer: interviewed Arbor, Maggie and another witness
Passage Reference: After interviewing you, Maggie Smith and another witness
Why this is correct: He spoke to three people before deciding what happened.
Tips: Count everyone named after the investigation verb.
Why the other options are wrong:
- waited for a customer complaint: Claire reported the incident.
- consulted only Maggie: Arbor and another witness were also interviewed.
- accepted Claire's call without interviews: Three people were interviewed.
Correct Answer: termination of employment
Passage Reference: will now lead to immediate termination
Why this is correct: This is a final warning letter, so its main point is the consequence. If there is any further act of indiscipline, Mr. Arbor will lose his job immediately.
Tips: In a warning letter, ask what Mr. Green says will happen next time. Match that result exactly.
Why the other options are wrong:
- automatic transfer to another department: No transfer is offered.
- a delay in the next cheque: The stated consequence is dismissal.
- another routine written warning: This is already a final warning.
Correct Answer: the release of a cheque
Passage Reference: whether or not a cheque was ready for release.
Why this is correct: They argued about whether a cheque was ready for release.
Tips: Find the subject of the argument.
Why the other options are wrong:
- a disagreement about a promotion: No promotion was involved.
- a dispute over annual leave: The dispute concerned a cheque.
- a complaint about an interview date: Interviews followed the cheque dispute.
Correct Answer: referred to my supervisor
Passage Reference: elevate any problems
Why this is correct: John agrees to escalate unresolved disputes to a supervisor.
Tips: Match the reply wording to the letter's escalate instruction.
Why the other options are wrong:
- left entirely to Maggie: The supervisor handles unresolved disputes.
- raised with visitors to the office: Visitors are not the escalation channel.
- settled by another demand at reception: He is required to escalate.
Correct Answer: termination of employment
Passage Reference: immediate termination of your service
Why this is correct: John understands that another incident would cost him his job.
Tips: Check the reply against the precise action in the warning.
Why the other options are wrong:
- temporary reassignment: No reassignment is specified.
- a second final warning: The stated next consequence is dismissal.
- a change of working hours: No schedule penalty is specified.
Correct Answer: ways to handle disagreements calmly
Passage Reference: practical techniques for pausing and asking for assistance
Why this is correct: He asks for practical help to pause and seek assistance when frustrated.
Tips: Use the examples after the question to infer its topic.
Why the other options are wrong:
- a new policy allowing louder demands: He accepts that loud demands are inappropriate.
- arrangements to remove the warning: He expressly says this is not his request.
- ways to challenge Maggie in public: That would repeat the inappropriate conduct.
Correct Answer: polite and courteous
Passage Reference: polite and courteous interactions
Why this is correct: He promises future interactions will meet the expected standard.
Tips: Match repeated expectation words with the closing promise.
Why the other options are wrong:
- conducted only through visitors: Visitors are not an approved channel.
- avoided whenever I feel frustrated: He asks for calm handling, not avoiding all interaction.
- firm demands whenever a cheque is late: The warning rejects demanding behaviour.
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