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WorksheetsSocial Networking
Total questions: 173
Worksheet time: 1hrs 28mins
Look at the picture and identify it with the right name.
Tik Tok
You Tube
Look at the picture and identify it with the right name.
You Tube
Twitch
Kuaishou
Look at the picture and identify it with the right name.
Snapchat
Kuaishou
Discord
Look at the picture and identify it with the right name.
Discord
Snapchat
Sina Weibo
Look at the picture and identify it with the right name.
Signal
Telegram
Look at the picture and identify it with the right name.
Tik Tok
Kuaishou
Twitch
Look at the picture and identify it with the right name.
Telegram
Signal
Look at the picture and identify it with the right name.
Discord
Look at the picture and identify it with the right name.
Kuaishou
Sina Weibo
Discord
Snapchat
Look at the picture and identify it with the right name.
Twitch
Sina Weibo
Look at the picture and identify it with the right name.
YouTube
Tik Tok
Which one do you prefer?
Online Shopping
Offline Shopping
Does Whatsapp keep a record of our conversation?
Yes
No
Have you reviewed your privacy setting on Facebook?
Yes
No
Do you know about 'Digital Footprint'
Yes
No
Most of the time, phishing attacks occur through ...........
Which of the following is the most viral section of the internet?
Chat Messenger
Social networking sites
Tutorial sites
Chat-rooms
Social Networking Sites are websites that allow individual users
to communicate
create and share content
access information
all of these
Social Networking involves communication between ___________
Two computers
A computer and a router
A human and a computer
Two or more people
Which site is used to create network with other professionals?
Picasa
Social Network sites use which media for communication?
Video
Audio
Text
All of the above
The user should be aware of any programming languages or specific tools in order to use SNS.
True
False
Which of the following types of people can you find on Social Networking sites?
Musicians
Politicians
Criminals
All of the above
YouTube was launched in which year?
2003
2004
2005
2006
Which websites are used by people to post or publish their creative content on the Internet?
Blog
Wikipedia
YouTube
Why is it important to post to a blog?
It reduces the cost per blog post
Keep readers engaged
the social media marketing specialist
It allows more chances
Which feature of SNS allows user to decide which content on his/her page is public or private and can block content from being viewed?
Register/Create profile
Security settings
Networking Features
Search and support
Who founded Facebook?
Mark Zuckerberg
Matt Mullenweg
Bill Gates
Steve Chen
___________is the term updates by Twitter users.
Tweets
Tweats
Twinks
Posts
Which of the following is not an appropriate measure for securing social networking accounts?
Strong passwords
Link your account with a phone number
Never write your password anywhere
Always maintain a soft copy of all your passwords in your PC
If hackers gain access to your social media accounts, they can do some illicit or shameless act to degrade your reputation.
True
False
The abbreviation of CGM is known as
Control-general medium
Consumer-generated media
Communication-generated medium
The following definition of UGC is true EXCEPT
Any material created and upload to the Internet by non-media professional
Includes web 1.0 tools, application and technologies
Any type of content created and upload by unpaid contributor
Facebook, Twitter and Linkedin is known as ________
Content communities
Social network
Blog
______ is a great on customer care front.
Which of the following match is WRONG
Instagram : Picture content community
YouTube : Video content community
Sound Cloud : Text content community
Choose the CORRECT description on the social network for gamers.
Steam is known as a hub of independent communities.
Reddit is a community hub that allow to see what games your friends are playing.
Twitch provides platform to stream games in real-time.
A personal diary or journal maintained on the web is known as blog. So what do we call on a person that wrote the "diary"?
Subreddits
Blogger
User
Which of the following is NOT the key components of social games?
Real identity
Genre
Multiplayer
_______ is a social media dashboard that allows user to manage all social media from one website.
Hootsuite
Echofon
"A good social game needs to engage players over time".
Which of these answer BEST suit the above statement.
Progression and freshness
Value and fun
Familarity
What is the main focus of the research paper on rapport building?
Building rapport with colleagues
Building rapport with family members
Building rapport with children
Building rapport with clients
Which of the following is NOT a principle of building rapport?
Create disagreement and conflicts
Aim to meet the other person's crucial needs
Become genuinely interested in other people
Develop an attractive personality
What is an important aspect of effective communication for rapport building?
Being inconsistent in speech
Using appropriate non-verbal communication
Avoiding eye contact
Ignoring the other person's viewpoint
What is the significance of trust in building rapport?
It hinders effective communication
It is essential for building relationships
It is not important for rapport building
It leads to conflicts and disputes
What is the main purpose of building rapport with children?
To intimidate them
To explore their talents
To provide room and space
To create disagreements
What is the role of open discussion in rapport building at the workplace?
To avoid communication
To gather information
To create conflicts
To limit sharing of information
Why is active listening important for communication skills in rapport building?
To enhance understanding
To interrupt the speaker
To provide unclear responses
To ignore the speaker
What should be the tone of voice for effective communication in rapport building?
Monotonous and boring
Unclear and incoherent
Loud and aggressive
Smooth and clear
What is the main component of rapport building at the workplace?
Ignoring other's requirements
Withholding information
Building relationships
Avoiding discussions
How can rapport be built with colleagues and clients?
By creating conflicts
By being an excellent communicator
By avoiding eye contact
By being inconsistent in speech
What is the role of reinforcement in communication for rapport building?
To discourage healthy behaviors
To avoid smiles and nodding gestures
To strengthen and support positive behaviors
To criticize and judge others
Why is it important to summarize important points from a conversation?
To provide incomplete information
To correct misunderstandings
To avoid clarifications
To confuse the listeners
What is the significance of understanding and adapting behavioral style in rapport building?
To enhance communication
To create conflicts
To be inconsistent in speech
To avoid eye contact
How can trust and trustworthiness be cultivated for rapport building?
By being inconsistent
By avoiding empathy
By developing dependability and integrity
By creating conflicts
What is the main focus of building rapport with children?
To create disagreements
To intimidate them
To provide room and space
To explore their talents
Which of the following is NOT a principle of building rapport?
Create disagreement and conflicts
Aim to meet the other person's crucial needs
Become genuinely interested in other people
Develop an attractive personality
What are some components of building rapport?
Nurturing strong relationships, influencing others, and improving communication and trust
Being calm, cool and collected
Actively doing nothing & hoping that is comes naturally
Why is building rapport importation?
Helps achieve mutual trust and understanding
Makes people want to be your friend
Creates a culture of innovation
Improves relationships
How do we build rapport?
By knowing and understanding ourselves
Practicing empathy
Embracing new perspectives
Mastering the steps of communication
What is mirroring and matching?
When the way see yourself in the mirror matches how others see you
Looking at yourself in the mirror and adjusting your image to look like your role model
Dressing up like your peers
Adjusting body language, voice speed & tonality, and choice of vocabulary to match who you are speaking with
Why is building rapport the cornerstone for customer loyalty
People keep coming back if they like what you sell
All of your friends and family will always come to shop in your store
Because it always provides the ultimate customer experience, builds effective communication, and leads to a balanced relationship
How does one build rapport with their employees?
Bossing them around & telling them what to do
Ignoring all of their opinions and ideas
Creating a functional team that is guided by an effective leader who establishes upward momentum for success
Letting them do whatever they want
Major qualities of building rapport include which of the following?
Having empathy
Asking the right questions
Being curious about other's opinions
Being a true listener
Building rapport does not really matter, it is only a preference
True
False
What are ways you have personally built rapport, in real-life or more specifically during your conducted interviews? (Please include the word rapport in your response!)
(a)
What is considered the foundational premise on which humanistic therapies and coaching are built?
Behavioral modification
Cognitive restructuring
Self-actualization
Psychoanalysis
In the humanistic approach to coaching, what is the primary role of the coach?
Subject matter expert
Facilitator of growth
Directive mentor
Problem solver
Which of the following is NOT one of the key qualities for building a productive relationship from the humanistic perspective?
Collaboration
Empathy
Unconditional positive regard
Directiveness
What does "process directiveness" mean in the context of humanistic coaching?
Telling the client what to do
Directing the client's personal goals
Facilitating the client's awareness and choice
Providing specific content expertise
According to Rogers, what three qualities provided by the practitioner create an optimal climate for the client's self-growth?
Empathy, positive regard, and genuineness
Directiveness, expertise, and authority
Challenge, confrontation, and guidance
Analysis, interpretation, and advice
What is meant by "unconditional positive regard" in the humanistic approach?
Agreeing with everything the client says or does
Maintaining an attitude of refraining from judgment
Providing constant praise to the client
Ignoring negative aspects of the client's behavior
How does authenticity or genuineness translate to coaching practice?
By being brutally honest with clients at all times
By withholding all personal reactions from clients
By providing feedback on the coach's experience of the interaction
By focusing solely on the client's emotions
What is the humanistic view on the holistic nature of individuals?
Mind and body are separate entities
Cognitive functions are the most important aspect
Emotional states should be the primary focus
Individuals are dynamic wholes, integrating mind and body
In coaching from a humanistic perspective, how should coaches approach understanding their clients?
Focus only on work-related issues
Consider only the client's stated goals
Attempt to understand the client's full range of experience
Concentrate exclusively on the client's past
According to the humanistic approach, what is the importance of recognizing the uniqueness of each individual in coaching?
It allows for a one-size-fits-all approach
It emphasizes the coach's expertise over the client's
It necessitates a customized relationship and approach for each client
It reduces the need for collaboration in the coaching process
When a client calls and tells me he's having a bad day, what is the best option to show empathy? (Multiple options possible)
Oh, so returning to your order...
Mmm I'm sorry to hear that, hope you have a better day from now on
Well, I'm sorry to hear that, let me do my best to assist you today!
Ok, so I see here that your order is gonna be processed...
How can we define empathy?
Empathy and building rapport count as the same item on the QA score sheet.
True
False
How many points does it take away from my QA score if I don't build rapport on a call?
8
2
10
5
How many points does it take away from my QA score if I don't show empathy on a call?
6
5
8
2
When is the easiest time to build rapport during a phone call?
While we open the account on salesforce
At the beginning and at the end of the call
Whenever we'd like and find it appropriate
All of the above
When should we offer assistance to the caller according to the optimal call flow?
At the beginning of the call
Anytime during the call
It doesn't matter as soon as the client tells me the reason of the call
Anytime after the client tells me the reason for the call
If during the call I find out that the client has a Medifast account, how should I close the call?
"Thank you for calling Medifast, If you wouldn't mind..."
"Thank for calling Optavia, If you wouldn't mind..."
Any closing works as branding because we're the same company
None of the above
What's the exact script for the CSAT survey?
"if you wouldn’t mind, please stay on the line for a one quick question survey"
"if you wouldn’t mind, please stay on the line for a one question survey"
"if you wouldn’t mind, please stay on the line for a brief survey"
"if you wouldn’t mind, please stay on the line for a survey"
When should we offer the CSAT survey to clients?
Just when they are nice and in a good mood
Always, doesn't matter if they are mad
Just when they state they want to answer it
None of the above
Why should we provide accurate and complete information to clients and coaches?
When a client calls and tells me he's having a bad day, what is the best option to show empathy? (Multiple options possible)
Oh, so returning to your order...
Mmm I'm sorry to hear that, hope you have a better day from now on
Well, I'm sorry to hear that, let me do my best to assist you today!
Ok, so I see here that your order is gonna be processed...
When is the easiest time to build rapport during a phone call?
While we open the account on salesforce
At the beginning and at the end of the call
Whenever we'd like and find it appropriate
All of the above
What are some components of building rapport?
Nurturing strong relationships, influencing others, and improving communication and trust
Being calm, cool and collected
Actively doing nothing & hoping that is comes naturally
What is mirroring and matching?
When the way see yourself in the mirror matches how others see you
Looking at yourself in the mirror and adjusting your image to look like your role model
Dressing up like your peers
Adjusting body language, voice speed & tonality, and choice of vocabulary to match who you are speaking with
Major qualities of building rapport include which of the following?
Having empathy
Asking the right questions
Being curious about other's opinions
Being a true listener
Should we use the customer's name on the call
No Not required
We can use sir/ma'am
Yes at least thrice
None of these
Leaning towards someone while talking is
good for building rapport
possibly intimidating
offputting
When talking with someone you are advised to
look at them all the time
don't meet their eyes
make eye contact but don't stare
look at their nose
While listening you should
stay still to demonstrate power and confidence
say yes frequently
stay quiet so they know you're listening.
nod and make encouraging gestures and sounds
You should use the other person's name often so as to
build trust by showing you remember them
make sure you don't forget it
make them try to use yours
Which kind of questions are better for conversation building?
open
closed
Contentious questions are ones that
are about specific, non-threatening issues
are on general topics
you think the other person will agree with
might bring out arguments
The video suggests that
You should use small talk questions
You can use small talk, but shouldn't only do that
it's better to share something about yourself to get people to reciprocate
you should never reveal anything personal about yourself
Feedback can help
clarify meanings
summarise messages
reflect on ideas
all of these
One of these people is
leaning too far forward and looking aggressive
looking friendly by leaning forward
leaning too far back and looking intimidated
looking relaxed by leaning back
He looks
interested
happy
relaxed
defensive
Who is making the mistake here?
Left - too much eye contact
right - breaking eye contact
In a business context, this is a
good - looks professional
mistake - looks unwelcoming
This body language can look
confident
too domineering
relaxed
Finger pointing in conversation is usually
advised
not advised
Call Centres that take calls from within country are called ______.
International Call Centres
Domestic Call Centres
National Call centres
Country Call Centres
Call Centers where customers call up a number to get their complaints addressed are __________.
Inbound Call Centres
Outbound Call Centres
Complaint Call Centres
Customer Grievances Call Centre
Calls on behalf of the company or client for tasks, including
Delivering news
Addressing complaints
Telemarketing
-
Giving feedback
Customer Care Executives are also called _______
People's agents
Company's agents
Agents
Agencies
CCE's main duties include ________.
Providing financial support
Teaching a language
Recruiting
Selling products and services
A CCE's responsibilities include _______.
teaching the caller business phrases
trapping the customer in a financial problem.
creating a good image of the company in the caller's mind.
giving the customer the company's secrets.
English is the most commonly used language in the _______ world.
home
corporate
office
social
Good customer service is _______ to business success.
critical
critically
criticism
critic
A CCE should be able to ______ an Irate customer.
ignore
threaten
pacify
question
A CCE should be good at ________.
singing.
talking.
making friends.
building rapport.
What is Rapport Building?
SYNC with each other
Understand each other feelings
Communicate Freely
All of the mentioned points
I am going to build rapport ONLY with S2S customers
True
False
Smile, Greet, Listen, Build Rapport will lead to Create a WOW Experience
True
False
Get the policy details of the customer when he enters the office. Will this help to build better rapport and connect with the customer?
Yes
No
If you go to a store where the ambience is good but the behavior of the staff is not good, would you like to visit that store again?
Yes
No
Rapport in language learning refers to the r (a) p between the teacher and the learners.
One of these tips CANNOT help to build rapport to YOUR English classroom. What is it?
Friendly but professional
Use your students' names when you address them.
Correct your students as much as possible
Use your voice and body language
When you empathize with your learners, what do you share with them?
Trust
Friendship
Confidence
Humour
What is NOT a tip in "Planning a lesson" which can helps to build rapport?
Measure the classroom size and find a good layout for students' decoration activities
Personalise your lessons; find out what learners like and what their hobbies are and include this in the lessons, where possible.
Plan time for personal comments to individual learners at the beginning or end of a lesson.
Use a sense of humour and add some fun to your lessons.
What is NOT a tip that can help to build trusting relationships with learners?
Have or show that you have a favorite learner.
Use praise and encouragement to motivate leaners.
Show learners that you believe in them and think they can succeed.
Be patient with learners; give instructions or explanations more than once.
Letting learners get involved is actually a way of preventing management problems, because learners feel respected and e (a) d.
Praise is an important tool for building rapport, but be careful to use it only when you mean it.
Learners will soon r (a) if your praise is not genuine.
What is NOT a good technique to respond to learners' behaviours?
Be fair and firm about rules.
Ask your students to clean the toilets and if they get to class late, they will have to pay money.
Try to catch a learner being good and praise them, rather than trying to catch a learner being naughty and telling them off.
Discipline learners for bad behaviour, but make it clear that it's the behaviour that's bad, and not that the learner's a bad person.
When you build a relationship with students and find out about their needs and interests, you can make English more r_l_v_nt to their lives, and plan lessons and activities which engage them more.
[Fill in the blank with a suitable word]
(a)
Why do we need to build rapport?
Higher students' motivation
Increase overall students' satisfaction
Improve classroom dynamics
all answers are correct
Empathising and connecting with our trainees are part of our
Relational Mindset
Engagement Mindset
Positivity Mindset
Enrichment Mindset
A rich classroom environment mindset is linked to academic optimism
True
False
The counselling stages that can be applied to the Trainees at Entry are
Problem Solving
Relationship building
Exploration and Understanding
Termination
Clients are helped to own up their problem at this stage of counselling
Attending
Responding
Personalising
Initiating
Creating an environment of acceptance and trust to establish a positive relationship in counselling is related to
Empathy
Unconditional Positive Regard
Genuineness
Rapport
An empathic counsellor would feel for the client
True
False
The statement by the client, "You finish my sentence for me" is an example of
Empathic Listening
Non-empathic listening
Which of these is NOT a benefit of Rapport?
Better influence
Better likability
Better manipulation
Better empathy
Rapport > x > Comfort > Trust > Transaction. What is X?
Similarity
Familiarity
Connection
Alignment
Y beats Strategy. What is Y?
Rapport
Sincerity
Genuine
Energy
Which of these is NOT part of the strategies in The Art of Building Rapport
Energy and Optimism
Strategic Mimicry
Glamorous Attire
Active Listening
Which of these describes the quality of a Visual person?
Speaks clear and more
Speaks slow and clear
Speaks fast and excited
Speaks clear and excited
Which of these is NOT a description for Kinesthetic person?
High energy
Slight delay in understanding
Value comfort
Speaks slow and soft
This category is more likely to be emotional (attached to emotion). Which category is this?
Visual
Auditory
Kinesthetic
All the above
This category of individual is sensitive to noise and sound. Which category is this?
Visual
Auditory
Kinesthetic
None of the above
When someone's eyes keep rolling to the side (left and right) when she/he is thinking, the person is more likely to be a _______.
Kinesthetic
Visual
Auditory
I don't know
Who is the course facilitator?
Wesley C
Wesley Chan
Wesley Chin
Wesley Chong
Which of these is NOT recommended to mirror and match?
Body Language
Tonality
On the spot behaviour
Smile
What is the layman explanation for Keyword Backtrack?
Repeat order
Pause filler
Exaggeration
Detailed explanation
To engage a Visual person, you should ______ .
Speak clear and more
Give time for him/her to understand information
Show diagram and illustration
Speak in quiet environment
X kills conversation. What is X?
Prejudgment
Prefix
Preparation
Pretending
What is Rapport?
Feeling of connection and familiarity
Feeling of discomfort
Feeling of happiness
Feeling of immediate closing
What is the feeling of connection and mutual understanding between two or more people?
Nervous
Rapport
Conflict
Focus
Which of the following is a tip for building rapport?
Be rude
Keep conversations short
Listen actively
Avoid eye contact
Why is it important to ask questions according to the text?
To avoid communication
To be disrespectful
To learn more about people and their ideas
To show disinterest
What type of questions help gather more information and show genuine interest?
Multiple-choice questions
Probing questions
Closed questions
Rhetorical questions
What is a key takeaway for HR professionals according to the text?
Building rapport is not important
Effective communication is essential
Avoid communication
Asking thoughtful questions is not necessary
What should HR professionals do to develop strong relationships and drive positive change?
Building rapport and asking thoughtful questions
Ignore feedback
Avoid communication
Work independently
What is the main purpose behind building rapport training?
To increase understanding between clients and professionals
To increase the flexibility of services offered
To help one interpret a variety of gestures better
To become an expert in a narrow field
What is an important factor in creating a successful relationship between a client and a professional?
Familiarity with the client’s domain
Trust and listening
Expectation management
Availability of resources
What type of skill should professionals possess to be able to effectively build rapport with their clients?
Leadership
Networking
Communication
Data analysis
What is the key to successfully forming a connection with your client?
Keep your conversations short and to the point
Maintain a sense of humor and politeness
Talk more about yourself
Frequently talk about your work experience
Which of the following attributes may lead to building stronger relationships with your clients?
Having a hard-working attitude
Being well-prepared for meetings
Knowing when to step in and when to take a back seat
Taking longer to respond to emails and calls
What techniques should professionals use when building rapport with their clients?
Having a casual conversation
Maintaining a professional attitude
Letting the client take the lead
Trying to be too helpful
What is the most important aspect of building a rapport with your clients?
Knowing the details of the conversation
Understanding their preferences
Building trust
Giving advice
What is the difference between developing the relationship and creating rapport with new clients?
Developing the relationship takes more time and commitment
Creating rapport requires more active engagement
Developing the relationship requires more of an emotional connection
Creating rapport is mainly done through the exchange of ideas
What type of skills should professionals hone to become better at building rapport?
Networking
Persuasion
Problem-solving
Coaching
What is the key to developing an effective business relationship with clients?
Committing to the same goals
Maintaining a strong work ethic
Sharing relevant information
Inspiring others with your ideas
What is the most important factor when learning how to establish rapport with your clients?
Developing your people skills
Learning from past interactions
Connecting on a personal level
Continuing your training
What strategies work best for developing strong relationships with your clients?
Leading by example
Responding in a timely manner
Being positive and upbeat
Making promises you can’t keep
What is one thing that's important to remember when creating a strong rapport with clients?
Keep a professional distance
Focus on short-term goals
Adapt to the client's preferences
Listen more and talk less
