LESSON 4

Ways of actively listening

• Interrupt the customer

• Don't ask Ask Open-Ended Questions

• Give Undivided Attention

• Reflect and Clarify

Reflective listening involves summarizing or paraphrasing the speaker's words.

• True

• False

The most appropriate method for resolving a conflict is...

• Phone call

• social media

• SMS

A standard is a level of quality or achievement, especially a level that is thought to be acceptable

• True

• False

The purpose of taking on new challenges and adapting to change is to Increase Efficiency and Productivity

• True

• False