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WorksheetsCommunication and building relationships
Total questions: 20
Worksheet time: 40mins
Which of the following statements reflects the purpose of an agenda when planning a meeting?
Select one option
Records the attendance of the meeting.
Informs attendees of the date and content of the meeting.
Identifies individual/s responsible for taking the action/s
Records the official action/decisions of the meeting
A highly sensitive document needs to be viewed as part of a meeting and the chairperson needs to ensure confidentiality is maintained.
What is the most appropriate actions/s that could be taken to ensure this happens?
Select one option
Mark the document as "confidential"
Inform the group the content is only to be discussed in the room and ensure all copies are collated at the end of the meeting
Inform the group of the sensitivity of the document and ask them to bring it to the meeting
All attendees are managers therefore aware of what is required and do not need prompting
Effectively managed meetings follow a recognised etiquette which is promoted by the chairperson.
Which of the following is a recognised meeting etiquette?
Select one option
Minute taker leads the meeting.
Attendees arrive promptly for the start of the meeting
Attendees ask questions at the end of the meeting.
Attendees can interrupt each other during the meeting
During the meeting the chairperson notices that a couple of people have not contributed to the discussion.
What action can they take to make sure everyone has had an opportunity to contribute to the meeting?
Select one option
Complete a round robin
Stick to the agenda
Make sure the meeting finishes on time
Ensure everybody is introduced
What action does not need to take place to ensure minutes are taken effectively during a meeting?
Select one option
Introduce everybody at the beginning of the meeting
Follow the agenda
Summarise before moving onto the next agenda item.
Ensure everybody is in agreement with the outcome.
Which is the most appropriate action that needs to be taken to ensure information is distributed correctly after the meeting?
Select one option
Minute take distributes minutes to the chairperson.
Minutes are finalised and distributed to attendees at the next meeting.
Minutes are finalised and distributed to attendees promptly after the meeting.
Chairperson distributes minutes to the minute taker.
What are two key responsibilities that a chairperson needs to undertake to ensure a meeting is prepared effectively?
Select two options
Clarify the purpose of a meeting.
Create a terms of reference.
Determine the ground rules
Create and circulate an agenda.
Ensure everybody invited can attend
What information should effectively produced minutes contain?
Select one option
A detailed account of the discussion and who said what.
A summary of the discussion and who said what.
A record of decisions made, agreed actions and responsibility.
A summary of the discussion and a record of agreed actions.
A manager wishes to build a good relationship with a new customer.
Which approach would start to build rapport?
Select one option
Share personal experiences of working with other customers.
Use small talk to establish common ground and shared interests.
Repeat everything the customer says to demonstrate listening skills.
Discuss the contract details first, then think about how to build trust.
A manager plans to identify a customer's needs and wants.
Which is not a suitable communication approach?
Select one option
Present solutions based on other similar customers.
Ask questions to get more information and clarity.
Paraphrase at key points to confirm understanding
Listen to gain understanding of the customer's perspective
Which of the following negotiation styles represents a win/win situation?
Select one option
Collaborating.
Competing.
Avoiding.
Accommodating.
Which of these is a benefit of using a customer relationship management (CRM) system?
Select one option
Tracking customers orders and when they were fulfilled.
Reducing the training needed for customer service staff.
Automating all customer interactions to reduce staff
Increasing customer base and sales volumes.
A manager has conducted a stakeholder analysis, and has mapped several stakeholders with high interest and high power.
Which approach should be taken to manage these stakeholders?
Select one option
Minimal monitoring.
Keep satisfied.
Keep informed.
Fully engage.
What competence does a manager require to ensure stakeholder engagement?
Select one option.
Influencing others
Time management.
Delegation.
Planning.
How does stakeholder relationship management (SRM) differ from customer relationship management (CRM)?
Select one option
SRM is a practical tool for storing sales related information.
SRM is about understanding different stakeholders and their impact.
SRM is a process for allocating work to different team members.
SRM is a tool that is used to conduct online surveys.
A customer is angry about the service being provided by an organisation, and calls to make a complaint.
Why is it important to acknowledge the customer's perspective?
It will establish the organisation's position.
It will prolong the potential conflict.
It will help to calm the customer down.
It will ensure records are kept up to date.
Which one of these benefits applies to verbal communication?
Select one option.
Able to give a quick response.
Allows time to think before responding.
Provides plausible evidence.
Avoids misunderstanding of voice tone.
A management team have discussed a number of communication methods to support staff who are currently feeling uneasy about a proposed change.
Which method would provide the least support to the staff?
Select one option.
Consultation exercise.
Information memorandum displayed in the staff room.
Team meeting with the manager.
Presentation with a question and answer session
A team member is upset by a decision that has been made.
What form of communication should a manager use to ensure the situation is dealt with appropriately?
Select one option.
Speak with them face to face.
Speak with them via the telephone.
Send them an email.
Send them a letter.
Which option below describes informal communication?
Select one option.
Relates to work matters.
Serves organisational purposes.
Is planned in advance.
Relates to work and social matters.
