When Dawn answered the front desk telephone at her property, a female caller who sounded very upset said, "My daughter, Susan Smith, is staying at your hotel, and I need to reach her immediately because of a family emergency. Would you please give me her room number?" Dawn quickly answered, "Ms. Smith is in room 224. I will connect you." What did Dawn do wrong?

• She forgot to listen attentively to the caller
• She did not take written notes about the call
• She gave out a guest's room number
• She did not answer the caller with enough courtesy

All calls coming into a business should end as pleasantly as possible in order to

• Provide callers with accurate information
• Make the best use of an employee's time
• Help an employee get a good review
• Leave a good last impression with callers

To be able to explain and defend their ideas objectively to others, individuals usually need to have which type of effective skills?

• Computer
• Technical
• Verbal
• Reading

Which is not a tool that people use when participating in discussions?

• Pointing out missing information
• Sharing a personal experience
• Building on someone else's comment
• Helping the group summarize what has been said

When Steven asks questions in an open-minded way, he avoids

• Stating his own opinion
• Attacking someone else's idea
• Suggesting a better way to do something
• Mentioning the truth

What type of communication style is usually appropriate for evaluation or counseling interviews with employees?

• Casual
• Formal
• Routine
• Technical

Individuals who are able to defend their ideas objectively provide others with:

• Personal opinions
• Emotional information
• Logical evidence
• Unrelated statistics

A group is a number of people who

• Feel the same way about an issue
• Get together to do something
• Come up with different answers
• Enjoy each other’s company

What does a group’s leader do?

• Takes the meeting minutes
• Makes sure the group members agree
• Puts the group on a certain course
• Follows up with everyone

A good example of a casually operated group is a

• Few friends talking about football
• Few players tossing a football during practice
• Football team running laps around the field
• Football team selecting a strategy or play