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WPCS quiz

Authored by YEOH YUAN ZHEN undefined

Professional Development

University

Used 2+ times

WPCS quiz
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22 questions

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1.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

By implementing emotional intelligence in phone etiquettes, can it better help call representatives to handle any situation with callers?

True

False

2.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

The ability to identify your own emotional reactions to different situations is known as

Self Awareness

Self Regulation

Empathy

Social Skills

3.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

The ability to manage your emotions and respond appropriately to different situations is known as

Self-Awareness

Self-Regulation

Empathy

Social Skills

4.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

The ability to understand the emotions and perspective of a frustrated caller is known as

Self-Awareness

Self-Regulation

Empathy

Social skills

5.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

What is the aim of 2-minute rule in email management?

Give feedback to the sender

Respond to email within 2 minutes

Delegate to the others

All of the above

6.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

The first step of applying the 2-minute rule is?

Responding

Scanning

Reviewing

None of the above

7.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

Which of the following is not a way in improving productivity in email management?

Efficiency

Longetivity

Prioritization

Proactivity

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