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WorksheetsPolicies And Procedures
Total questions: 10
Worksheet time: 6mins
A procedure is?
An answer to a problem
The same thing as a policy
A set of steps taken to achieve a task
A funny joke
A policy is?
A kind of policing service
A framework under which an organization operates
The same thing as a procedure
Something that should rarely ever be thought about
Is a student code of conduct a policy or a procedure?
Policy
Procedure
When should employees be made aware of the policies of an organization?
When they are employed, via induction
When they are fired
Whenever anything changes in a policy
Only when it effects them particularly
How many policy makers does it take to screw in a light bulb?
1, because all policy makers are bright like that
3, one to screw it in, and 2 to screw it up
How dare you talk about policy makers like that
A good policy should have the following?
A purpose, scope, and definition
A general idea about what they might want to talk about
A picture of a wise old owl
A set of steps for how day to day business tasks should done
Which of the following are examples of procedures?
A list of log on, and log off steps
A multiple choice survey
The SOP's of an organization
A choose your own adventure story
How should you answer the phone on a help desk?
As quickly as possible
By saying Yeah, yeah I hear ya
By smiling whilst you introduce yourself
By using a standardized greeting
When answering a help desk enquiry you should?
Listen to the client, and not worry too much about writing anything down
Listen to the client, and write down what they're telling you
Clarify the information that you have collected from the client before you let them go
Not worry about writing anything down if you're able to solve it straight away
When dealing with a frustrated client you should?
Meet their aggression with aggression
Use a calm voice, and good manner
De-escalate where necessary
Ask closed questions
