Lesson 1.01 POB

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

• personal opinions

• emotional information

• logical evidence

• unrelated statistics

Google has a relaxed atmosphere and believes that creativity comes from a stress-free workplace. What type of person is that company looking to hire?

• analyzer

• collaborator

• controller

• strategic

When Dawn answered the front desk phone at her property, a female caller who sounded very upset said, "My daughter, Susie 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 #? Dawn answered, "Mrs 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

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

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

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

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

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

• Casual

• Formal

• Routine

• Technical

In order to be understood on the telephone, a business's employees should always:

• speak from notes

• use technical terminology

• enunciate clearly

• speak rapidly