CS techs who do not think they are being treated appropriately by their employer should

Discuss the situation with the supervisor

When central service technicians have internet access at work

it should be used for work related purposes only

When speaking you should

Concentrate on the listener rather than oneself

Which of the following questions is open ended?

What problems do you most frequently encounter on the job?

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Chapter 23 - Communication

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Review of Chapter 23

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Questions 13

Answers

1
CS techs who do not think they are being treated appropriately by their employer should
Discuss the problem with workplace peers
Find a new job
Discuss the situation with the supervisor
accept the situation and ignore the problem
2
Behavior relating to what is 'right and wrong' relative to the standards of conduct is called
Personal behavior
Ethical behavior
Legal behavior
Moral behavior
3
Which of the following is the most important factor necessary for teamwork?
Loyalty
Attitude
Cooperation
Promptness
4
Which of these statements is true?
We only communicate when we want to
Words mean the same to everyone
A message should contain all possible information
None of the above
5
When central service technicians have internet access at work
it should be used for work related purposes only
Can be used to watch youtube videos while on shift
Should be used at break time
It may be used for any purpose
6
A step in communication that occurs when a listener asks a question is called
Feedback
Stereotyping
Halo interpretation
Communication looping
7
When speaking you should
Be influenced by the listener's emotions
Use technical jargon to impress the listener
Concentrate on yourself rather than the listener
Concentrate on the listener rather than oneself
8
Which of the following is an example of communication?
The words you write
The words you speak
Nonverbal expressions
All of the above
9
Which of the following questions is open ended?
Do you like your job?
How long have you worked here?
What is the name of the CS director?
What problems do you most frequently encounter on the job?
10
A group of employees from different departments that work together to solve problems is called?
Multi dimension team
Decision making team
Management / Sub management team
Cross functional team
11
Customer complaints are best handled through which of the following approaches?
Service recovery
Uniform implementation of policies
Empowerment
Procedure compliance tactics
12
Which of the following is the most important priority?
Completing assignments on time
Saving money
Helping patients
Doing all work according to the stated policy and procedure
13
Which of the following basic listening tactics is most useful?
Ignore any non verbal communication sent by the speaker
Try to listen only for specific facts
Focus on the delivery of the message rather than the content
None of the above

Chapter 23 - Communication Flashcards | StudBud