A procedure is?

• An answer to a problem

• The same thing as a policy

• A set of steps taken to achieve a task

• A funny joke

A policy is?

• A kind of policing service

• A framework under which an organization operates

• The same thing as a procedure

• Something that should rarely ever be thought about

Is a student code of conduct a policy or a procedure?

• Policy

• Procedure

When should employees be made aware of the policies of an organization?

• When they are employed, via induction

• When they are fired

• Whenever anything changes in a policy

• Only when it effects them particularly

How many policy makers does it take to screw in a light bulb?

• 1, because all policy makers are bright like that

• 3, one to screw it in, and 2 to screw it up

• How dare you talk about policy makers like that

A good policy should have the following?

• A purpose, scope, and definition

• A general idea about what they might want to talk about

• A picture of a wise old owl

• A set of steps for how day to day business tasks should done

Which of the following are examples of procedures?

• A list of log on, and log off steps

• A multiple choice survey

• The SOP's of an organization

• A choose your own adventure story

How should you answer the phone on a help desk?

• As quickly as possible

• By saying Yeah, yeah I hear ya

• By smiling whilst you introduce yourself

• By using a standardized greeting

When answering a help desk enquiry you should?

• Listen to the client, and not worry too much about writing anything down

• Listen to the client, and write down what they're telling you

• Clarify the information that you have collected from the client before you let them go

• Not worry about writing anything down if you're able to solve it straight away

When dealing with a frustrated client you should?

• Meet their aggression with aggression

• Use a calm voice, and good manner

• De-escalate where necessary

• Ask closed questions