L & S Reporters Set 1

What will happen if conflict in the workplace is not resolved? There will be ___________.

• tension

• negotiation

• productivity

• resolution

What is the best resolution to a workplace conflict? (click all the correct answer)

• Open dialogue

• Give appreciation

• Blame difficult people

• Involve people in the decision making

How to handle customer's complaints effectively? (check all the correct answer)

• blame the costumer

• apologize

• try to explain that it's not your fault

• give refund or a free service instead

Why emotional intelligence is important in resolving conflicts? (check all the correct answer)

• to escalate tense emotions

• to find a win win solution

• to find resolution

• to feel what the other feel (empathy)

What are the best practices to settle disputes in the workplace? (check all the correct answers)

• focus on one's position

• negotiate

• compromise

• know one's interest

What do to with difficult customers & maintain professionalism? (check all the correct answers)

• don't be aggressive and offer options

• listen to your thoughts

• stay calm but show that you are upset

• apologize more and be more accepting

Type the answer: Staying calm, respected and competent in difficult situations or with difficult customers.

What are the contents of contracts and agreement? (check all the correct answer)

• responsibilities

• Prevent disputes

• legal protection

• build trust

Type your answer: What is that legal document signed by 2 parties: customer & service provider

What is the best way to respond to a challenging question in a job interview?

• Stay silent and avoid answering if unsure.

• Use the STAR method to structure your response clearly.

• Give a vague answer to move on quickly.

• Change the subject to something more comfortable.