POB Unit #1 Review w/ Vocabulary

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

• speak from notes.

• use technical terminology.

• enunciate clearly.

• speak rapidly

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

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

• personal opinions.

• emotional information.

• logical evidence.

• unrelated statistics.

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.

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

• Casual

• Formal

• Routine

• Technical

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.

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

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 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.

Which communication style is characterized by the following:

Take-charge and want control of themselves, others and situations. Task-oriented, drivers and are only focused on the end goal.

• Analyzer

• Collaborator

• Controller

• Socializer