POB unit 1

The following appears at the end of all of Molly's outgoing e-mail :

This information is Molly's e-mail:

• carbon copy

• attachment

• signature

• etiquette

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

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

• product ratings and grades

• all the necessary information

• exchange rates

• a map of all business locations

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 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 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

As kevin edits a professional report, he is not sure whether to italicize or underscore a book title. To obtain the correct information, Kevin should:

• refer to the appropriate publisher's style manual

• ask his coworker for advice

• look up the information in a current dictionary

• identify the readers' preferences