WorksheetsS3.25 BUSM4573 Week 3
Total questions: 12
Worksheet time: 7mins
"Communication takes place in the mind of the 1/........... , not the 2/............ ” Peter Drucker
1/ listener
2/speaker
1/speaker
2/listener
Winning or losing an argument with a guest is rarely a victory for anyone. In the end, it’s all fruitful.
True
False
Both winning and losing an argument with the staff who failed to serve the guest will all lead to:
1) Improved service and better staff relationships
2) Increased conflict and unresolved issues
3) Positive feedback from the guest
4) A more productive work environment
In solving problems, the IDEA model stands for:
1) Identify: PROBLEM
Develop: SOLUTION
Execute: PLANS
Assess: RESULTS
2) Identify: ISSUES
Develop: SOLUTIONS
Execute: A PLAN
Access: RESULTS
3) Identify: PROBLEMS
Develop: SOLUTIONS
Execute: A PLAN
Access: RESULTS
4) Identify: PROBLEMS
Define: SOLUTIONS
Execute: A PLAN
Assess: RESULTS
The Assessment 1 will help you practice critical thinking, problem-solving, and professional communication skills to effectively address the issue. Your work must include two parts:
1) Part A: Problem Identification and Solution Development
Part B: Professional Written Report
2) Part A: Situation Overview
Part B: Client Feedback Analysis
3) Part A: Market Research
Part B: Client Communication Strategy
4) Part A: Situation Analysis and Problem Solving
Part B: Professional Written Complaint Handling Letter
To bring the most satisfaction to the organization, Assessment 1 asks you to read the MARCEL GROUP scenario and ADDRESS ALL client COMPLAINTS.
True
False
In the ASM1, You can't not write the letter(Part B) without analyzing the complaint and forming solutions (Part A). The "when," "where," and "how" make your plan concrete. "How" asks you to think of all the ways to bring your plan to execution and make it work.
True
False
When giving constructive feedback, which technique is most popular in use that creates a healthy discussion?
Hotdog
Pizza
Sandwich
Baguette
In sandwich technique, when transitioning from praise to constructive feedback, it's important to avoid words such as (a) that sound overly critical, abrupt, or that might make the person feel defensive.
Which framework is used to structure clear and effective communication in a discussion?
SHAPE (Summary, Help, Argument, Point, Evidence)
BRAT (Burgers, Reason, Argument, Toppings)
FIZZ (Fact, Information, Zest, Zing)
PREP (Point, Reason, Evidence, Point)
What is a key benefit of effective time management?
Low load
More Productivity
Low effort
No waste of time
Frequent Errors in Time Management
Having a to-do list
Efficient planning of tasks
Prioritizing tasks
No personal goals
