Cc2: Interviewing & Communication Skills For Rescare Workforce Services

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| By Dtemple
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Quizzes Created: 17 | Total Attempts: 16,957
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  • 1/10 Questions

    True or False:  The interview is a structured discussion with job seekers to hear their work-related stories, to understand their motivations, to help them learn to become self-sufficient and to identify their strengths.

    • True
    • False
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About This Quiz


To be completed after the Interviewing & Communication Skills WebEx Training.

Cc2: Interviewing & Communication Skills For Rescare Workforce Services - Quiz

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  • 2. 

    True or False:  The "A" phase (Appraise the Situation), is a time to draw out the customer's story and focus on defining the customer's situation, strengths, barriers and needs.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    In the "A" phase (Appraise the Situation), the focus is on understanding the customer's story and defining their situation, strengths, barriers, and needs. This phase involves actively listening to the customer, asking open-ended questions, and gathering information to gain a comprehensive understanding of their current situation. By doing so, the salesperson can better tailor their approach and offer solutions that address the customer's specific needs and challenges. Therefore, the statement is true.

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  • 3. 

    True or False:  Closed-ended questions can be used to obtain or claify information, but tend to close off communication.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Closed-ended questions are designed to elicit specific and concise responses, often requiring a simple "yes" or "no" answer. While they can be useful in obtaining or clarifying information, they can also limit the flow of communication. By providing limited response options, closed-ended questions restrict the opportunity for the respondent to express their thoughts, feelings, or provide detailed explanations. This can hinder open and meaningful dialogue, potentially closing off further discussion or exploration of a topic.

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  • 4. 

    True or False:  During the "C" phase (Commit to Action) of the REACH Interview Plan, the career advisor should make a commitment to action but should not require any commitment from the customer.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    During the "C" phase (Commit to Action) of the REACH Interview Plan, both the career advisor and the customer should make a commitment to action. It is important for both parties to be actively involved and committed to taking necessary steps towards achieving the career goals discussed during the interview.

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  • 5. 

    Which are examples of empathy statements?  (Choose all that apply.)

    • That's not really my problem.

    • We can't be concerned about that right now.

    • You're too sensitive.

    • I can see why you feel that way.

    • I'm tired of your excuses.

    Correct Answer
    A. I can see why you feel that way.
    Explanation
    The statement "I can see why you feel that way" is an example of an empathy statement because it acknowledges and validates the other person's emotions. It shows that the speaker is trying to understand and empathize with the other person's perspective. This statement demonstrates empathy by showing that the speaker recognizes and respects the other person's feelings.

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  • 6. 

    What are some of the benefits of the "Building on Strengths" approach?  (Choose all that apply.)

    • Focusing on success is more positive.

    • People can build upon successes.

    • Success is energizing.

    • It is more beneficial to focus on barriers, they need to be resolved first.

    Correct Answer(s)
    A. Focusing on success is more positive.
    A. People can build upon successes.
    A. Success is energizing.
    Explanation
    The "Building on Strengths" approach has several benefits. Firstly, focusing on success is more positive as it helps to create a positive mindset and motivates individuals to continue striving for success. Secondly, people can build upon their successes, using them as a foundation for further growth and development. Lastly, success is energizing, meaning that it provides individuals with a sense of accomplishment and energy to tackle new challenges.

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  • 7. 

    What are examples of Attending Behavior?  (Choose all that apply.)

    • Eye contact

    • Attentive body language

    • Vocal style

    • Verbal following

    Correct Answer(s)
    A. Eye contact
    A. Attentive body language
    A. Vocal style
    A. Verbal following
    Explanation
    Attending behaviors refer to the actions and behaviors that demonstrate active listening and engagement. Eye contact is an example of attending behavior as it shows that the person is focused and paying attention to the speaker. Attentive body language, such as facing the speaker and nodding, also indicates active listening. Vocal style, including tone and volume, can reflect attentiveness and interest. Verbal following, which involves responding and asking relevant questions, is another example of attending behavior as it shows active participation in the conversation.

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  • 8. 

    What are some things you should focus on during the "E" phase (Establish the Purpose) of the REACH Interview Plan?  (Choose all that apply.)

    • Explain why you are meeting and what you plan to accomplish

    • Focus on barriers

    • Ensure customer’s understanding of program objectives

    • Ask the customer what s/he would like to accomplish

    • Plan the next meeting

    Correct Answer(s)
    A. Explain why you are meeting and what you plan to accomplish
    A. Ensure customer’s understanding of program objectives
    A. Ask the customer what s/he would like to accomplish
    Explanation
    During the "E" phase (Establish the Purpose) of the REACH Interview Plan, it is important to explain why you are meeting and what you plan to accomplish. This helps set the expectations and provides clarity to both parties involved. Additionally, ensuring the customer's understanding of program objectives is crucial as it helps align their goals with the overall purpose of the meeting. Asking the customer what they would like to accomplish allows for their input and involvement in the process, making it more collaborative.

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  • 9. 

    What are some ways that we can give feedback more effectively?  (Choose all that apply.)

    • Phrase feedback in the form of a behavioral description.

    • Do not label or generalize.

    • Be vague or vaguely threatening.

    Correct Answer(s)
    A. Phrase feedback in the form of a behavioral description.
    A. Do not label or generalize.
    Explanation
    To give feedback more effectively, it is important to phrase it in the form of a behavioral description. This means focusing on specific actions or behaviors rather than making generalizations or using labels. By doing so, the feedback becomes more constructive and actionable. Avoiding labeling or generalizing is another effective way to give feedback, as it prevents making assumptions or judgments about the person receiving the feedback. Being vague or vaguely threatening is not a recommended approach as it can create confusion and anxiety, hindering the effectiveness of the feedback.

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  • 10. 

    What are some things you should focus on during the "R" phase (Relate with Rapport) of the REACH Interview Plan?  (Choose all that apply.)

    • Be sure you are prepared before the meeting

    • Give a warm welcome

    • Focus only on getting paperwork done to be more efficient

    • Build a positive emotional connection and put the customer at ease

    • Establish action steps that customers will follow-up on

    Correct Answer(s)
    A. Be sure you are prepared before the meeting
    A. Give a warm welcome
    A. Build a positive emotional connection and put the customer at ease
    Explanation
    During the "R" phase (Relate with Rapport) of the REACH Interview Plan, it is important to focus on being prepared before the meeting to ensure a smooth interaction. Giving a warm welcome helps create a friendly and welcoming atmosphere. Building a positive emotional connection and putting the customer at ease establishes trust and helps in building a strong rapport. These actions contribute to a successful "R" phase of the interview plan.

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Quiz Review Timeline (Updated): Mar 20, 2023 +

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  • Current Version
  • Mar 20, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Jan 14, 2010
    Quiz Created by
    Dtemple
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