Principles of Business - Objective 1.01

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

• verbal

• technical

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

• attacking someone else's idea.

• suggesting a better way to do something.

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

• Formal

• Technical

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

• logical evidence.

• personal opinions

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

• Sharing a personal experience

• Pointing out missing information

• Building on someone else's comment

• Helping the group summarize what has been said

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

• enunciate clearly.

• use technical terminology

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

• leave a good last impression with callers.

• provide callers with accurate information.

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 gave out a guest's room number.

• She did not answer the caller with enough courtesy.

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?

• collaborator

• analyzer