WorksheetsPOB 1.01 Review w/Vocab
Total questions: 15
Worksheet time: 15mins
In order to be understood on the telephone, a business's employees should always:
speak from notes.
use technical terminology.
enunciate clearly.
speak rapidly
Which is not a tool that people use when participating in discussions?
Pointing out missing information
Sharing a personal experience
Building on someone else's comment
Helping the group summarize what has been said
Individuals who are able to defend their ideas objectively provide others with:
personal opinions.
emotional information.
logical evidence.
unrelated statistics.
All calls coming into a business should end as pleasantly as possible in order to:
provide callers with accurate information.
make the best use of an employee's time.
help an employee get a good review.
leave a good last impression with callers.
What type of communication style is usually appropriate for evaluation or counseling interviews with employees?
Casual
Formal
Routine
Technical
When Dawn answered the front desk telephone at her property, a female caller who sounded very upset said, "My daughter, Susan Smith, is staying at your hotel, and I need to reach her immediately because of a family emergency. Would you please give me her room number?" Dawn quickly answered, "Ms. Smith is in room 224. I will connect you." What did Dawn do wrong?
She forgot to listen attentively to the caller.
She did not take written notes about the call.
She gave out a guest's room number
She did not answer the caller with enough courtesy.
To be able to explain and defend their ideas objectively to others, individuals usually need to have which type of effective skills?
computer
technical
verbal
reading
Google has a relaxed atmosphere and believes that creativity comes from a stress-free workplace. What type of person is that company looking to hire?
analyzer
collaborator
controller
strategic
When Steven asks questions in an open-minded way, he avoids:
stating his own opinion.
attacking someone else's idea.
suggesting a better way to do something.
mentioning the truth.
Which communication style is characterized by the following:
Take-charge and want control of themselves, others and situations. Task-oriented, drivers and are only focused on the end goal.
Analyzer
Collaborator
Controller
Socializer
Which term BEST describes the following method for determining the target audience?
Addressing your target audience based on your research and its needs should allow you to develop a strategy that will help you to better communicate as well.
Research
Specificity
Needs
Strategy
Which term BEST describes the following procedure for defending ideas objectively?
To be able to communicate with others without getting defensive, you need to practice with your close friends before you present your idea. Make your friends ask you as many questions as possible, so you will be well prepared when you present your idea to people. The more you practice, the better you will become at handling criticism.
Thank critics
Be prepared
Practice
Accept criticism
True/False
Controlling your body language includes relaxing your facial muscles and smile, so you won't show the anger on your face.
True
False
True/False
The Outcome stage of the idea evaluation process measures effect and changes that result from the campaign.
True
False
True/False
When we accept criticism we force our beliefs on others.
True
False
