POB 1.01 and 1.03 Review

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

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

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

• A. provide callers with accurate information.

• B. make the best use of an employee's time.

• C. help an employee get a good review.

• D. leave a good last impression with callers.

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

• A. computer

• B. technical

• C. verbal

• D. reading

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

• A. Pointing out missing information

• B. Sharing a personal experience

• C. Building on someone else's comment

• D. Helping the group summarize what has been said

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

• A. speak from notes.

• B. use technical terminology.

• C. enunciate clearly.

• D. speak rapidly.

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

• A. Casual

• B. Formal

• C. Routine

• D. Technical

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

• A. personal opinions.

• B. emotional information.

• C. logical evidence.

• D. unrelated statistics.

A business that writes letters to customers to confirm their orders or requests should make sure that the letters contain:

• A. product ratings and grades.

• B. all the necessary information.

• C. exchange rates.

• D. a map of all business locations.

Jane had to write a letter of termination for one of her employees. Which aspect of business written communication is she using?

• A. indirect

• B. information

• C. negative

• D. persuasive