WPCS quiz

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

• True

• False

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

• Self Awareness

• Self Regulation

• Empathy

• Social Skills

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

• Self-Awareness

• Self-Regulation

• Empathy

• Social Skills

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

• Self-Awareness

• Self-Regulation

• Empathy

• Social skills

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

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

• Responding

• Scanning

• Reviewing

• None of the above

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

• Efficiency

• Longetivity

• Prioritization

• Proactivity

The 2-minute rule only applies to emails that require immediate attention

• True

• False

What are the importance of giving instructions effectively?

• Clarifies expectations

• Letting people learn to be independent by letting them to work by themselves

• Builds trust

• saves time in the short run

What are the best practice(s) in giving instructions?

• Use a reasonable and polite tone

• Using technical jargons in explanations

• Offer the opportunity to ask questions

• Suggesting a one-size-fits-all approach to instructions