1.01 Verbal Skills

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

• speak from notes.

• use technical terminology.

• enunciate clearly

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

Individuals who are able to defend

their ideas objectively provide others with:

• personal opinions.

• emotional information

• logical evidence

All calls coming into a business

should end as pleasantly as possible in order to:

• provide callers with accurate information

• leave a good last impression with callers

• help an employee get a good review

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

• Casual

• Formal

• Technical

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

• Verbal

• Technical

• Collaborative

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

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

When Steven asks questions in an

open-minded way, he avoids:

• attacking someone else's idea.

• stating his own opinion

• suggesting a better way to do somethi