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WorksheetsEthics 2.0
Total questions: 43
Worksheet time: 31mins
It is the art of science of decoding body languange.
Kinesics
Culture
Enterprises
Facial Expressions
________ it is the customary beliefs, social forms, and material traits of a racial, religious, or social group.
Products
Culture
Kinesics
Target Market
A company or business.
Products
Culture
Target Market
Enterprises
It is an information in response to an inquiry or experiment.
Legislation
Target Market
Feedback
Culture
It is the acts and statutes of the country in which the business is operating.
Legislations
OHS
Policies
Stakeholders
OHS means?
Overall Hazard Safety
Own Health Safety
Occupational Health Safety
Overseas Hepatology Study
It is the set of basic principles and associated guidelines, formulated, and enforced by the governing body.
Culture
Policies
Products
Kinesics
A good idea, method, information, object or service created as a result of a process, serves, a need or satisfies a want.
Target Market
Stakeholder
Policies
Products
A person, group, or organization that has intent of concern in an organizations.
Policies
Product
Stakeholder
Target Market
A specific group of consumers at which a company aims its products and services. Your target customers are those who are most likely to buy from you.
(a)
It is when people move around with an imaginary bubble of private space surrounding them.
Space
Facial Expression
Orientation and posture
Silence
It is a negative experience causing concern.
(a)
It is the physical position in relation to the person we are communicating with, and the posture we adopt to indicate compliance and a willingness to assist. Ex: Standing side by side tends to indicate compliance and a willingness to assist.
Orientation and posture
Operation and posture
Obligation and posture
Orientation and planning
While much can be read from them, it must be remembered that they can be controlled or manipulated and must be interpreted together with the verbal messages.
Orientation and Posture
Body Languange
Facial Expression
Expression
When is silence viewed valuable in genuine communication
When the receiver of a message keeps quiet to allow the sender to send their message.
When the receiver of a message keeps talking to allow the sender to send their message.
It is when the receiver of a message keeps quiet to allow the sender to send their message.
Trial
Silence
Dissatisfaction
Quiet
It means showing sensitivity to the talker and showing all due respect. Displaying emphaty with the person speaking.
(a)
Boredom Listening
(a)
It can be reflection. In this variation, you still listen to the speaker, but you encourage them to continue with your words rather than non-verbally. It is especially useful where emotions are seen to be clouding the issue.
Active Listening
Silent Listening
Reflective Listening
Passive Listening
It is an question that are asked in such a way as to elicit only a yes or no answer.
(a)
It is a question that began with w and h question. Ex: What, When, Where, Why, and How.
(a)
Methods to aid effective listening.
Become Interested
Become interested
Keep an open mind.
Keep an open mind.
Reflect on what has been said.
Reflect on what has been said.
Keep quiet.
Keep quiet.
It is a state of opposition between persons ideas or interests.
Contact
Confirmation
Conditions
Conflict
Lack of service or poor service.
(a)
Customer Warning Signs
(a)
It is under the listening and discussing conflict. When confronted with a conflict?
The first thing the employee should do is listen to what the parties involved have to say.
The first thing the employee should do is not listen to what the parties involved have to say.
It means showing understanding and understanding another person's feelings.
Trying
Confrontation
Listening
Emphaty
It means finding an acceptable solution that is less than the initially expected position.
Growing
Compromise
Cooperating
Understanding
At all times when handling a conflict situation, you will need to display certain personal characteristics.
Being considered
Being concerned
Being warm
Usually, before someone makes a complaint, they give outward signs of their dissatisfaction. Ex; Bodly Languange or Tone of Voice.
Cooperating
Understanding
Dissatisfaction
Satisfaction
It is under the taking action to resolve the situation. When taking action to resolve the situation?
A manager/you have to make sure treating the root cause not the symptoms.
A manager/you have to make sure treating t the symptoms not the root cause.
This should be done as possible and must be as soon as possible.
Implementing the agreed solution.
Implementing the not agreed solution.
Most staff is given guidelines as to what action they can take in the workplace without having to get special permission from management.
(a)
The scope of authority may relate to the following.
Their authority to spend money on the behalf of the venue.
Offering a free product.
Offering a set percentage discount on advertised selling prices.
It is under the handling complaints. It is important to deal with all in a? f, e, and tm.
(a)
It is under again of handling complaints. You must always give the customer ____ to explain them fully.
Time
Manner
Energy
Matter
It is under again of handling complaints. Three keys in responding to customer complaints are to be p, s, and p at all times.
(a)
In Six-Step Method for dealing with all complaints. What is the first step?
(a)
It is also part of Six-Step. What step says that it is part of your role to inform a higher authority of a complaint where necessary.
These instances are usually where the person: was very, very irate, made threats, and indicated they would complain in writing.
(a)
It is also part of Six-Step. This is commonly a timeframe within which such follow up must occur - within 24 hours is common. What step is it?
(a)
It is a situation where the customer states they intend referring the complaint to the authorities including goverment agencies.
(a)
Colleagues Warning Signs
Avoid verbal and visual contact
Avoid using eye contact
Avoid listening and speaking to them
Avoid non-verbal contact and visual
It tends to indicate assist
Standing side by side
Standing near
Standing in front of you
Standing order
