Work With Colleagues And Customers / Work In A Socially Diverse Environment
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Questions and Answers
- 1.
The four forms of effective communication are:
- A.
Verbal, laughing, listening, waving
- B.
Verbal, Non-verbal, Listening, Writing
- C.
Verbal, Non-verbal, writing, waving
Correct Answer
B. Verbal, Non-verbal, Listening, WritingExplanation
The correct answer is Verbal, Non-verbal, Listening, Writing. Verbal communication involves the use of spoken or written words to convey a message. Non-verbal communication includes body language, facial expressions, and gestures. Listening is an important aspect of effective communication as it involves paying attention to the speaker and understanding their message. Writing is another form of communication that allows individuals to convey their thoughts and ideas through written words.Rate this question:
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- 2.
EEO stands for
- A.
Equal Entrance Opportunity
- B.
Equal Employment Opportunity
- C.
Even Employment Opportunity
Correct Answer
B. Equal Employment OpportunityExplanation
The correct answer is "Equal Employment Opportunity". EEO refers to the principle of providing fair and equal treatment to all individuals in the workplace, regardless of their race, color, religion, sex, national origin, age, disability, or genetic information. It ensures that all employees have an equal chance to compete for job opportunities, receive fair compensation, and work in a non-discriminatory environment.Rate this question:
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- 3.
The five elements of teamwork are:
- A.
Honesty, tolerance, selfishness, dedication, flexibility
- B.
Honesty, tolerance, commitment, disrespect, flexibility
- C.
Honesty, tolerance, commitment, dedication, flexibility
Correct Answer
C. Honesty, tolerance, commitment, dedication, flexibilityExplanation
The correct answer is honesty, tolerance, commitment, dedication, and flexibility. These five elements are essential for effective teamwork. Honesty ensures open and transparent communication within the team. Tolerance promotes respect for diverse perspectives and ideas. Commitment ensures that team members are dedicated to achieving common goals. Dedication involves putting in the necessary effort and time to contribute to the team's success. Flexibility allows team members to adapt and adjust to changing circumstances. Together, these elements create a strong foundation for collaboration and cooperation within a team.Rate this question:
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- 4.
Discrimination is best described as
- A.
Treating one person less favourably than another
- B.
Treating people equally
- C.
Giving somone extra work responsibilities
Correct Answer
A. Treating one person less favourably than anotherExplanation
Discrimination is best described as treating one person less favorably than another. This refers to the act of unfairly or unjustly treating someone based on their characteristics such as race, gender, religion, or age. It involves providing different opportunities, privileges, or treatment to individuals based on these factors, thereby creating an unequal and unfair environment. Discrimination can manifest in various forms, including in the workplace, education, housing, and public services. It is a violation of human rights and promotes inequality and social injustice.Rate this question:
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- 5.
An example of good body language is;
- A.
Folded arms
- B.
Slumped shoulders
- C.
Head held high
Correct Answer
C. Head held highExplanation
Head held high is an example of good body language because it conveys confidence and self-assurance. When someone holds their head high, it indicates that they are proud, assertive, and have a positive attitude. This posture also suggests that the person is engaged and attentive, making them appear more approachable and trustworthy. Overall, holding the head high is a powerful nonverbal signal that can leave a lasting impression on others.Rate this question:
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- 6.
If speaking to someone about a conflict, you should display respect and speak to them in private
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
When discussing a conflict with someone, it is important to display respect and speak to them in private. This is because addressing conflicts in a respectful and private manner allows for open and honest communication without the fear of embarrassment or judgment. It also shows that you value the other person's feelings and opinions, which can help in finding a resolution that satisfies both parties. Publicly discussing conflicts can escalate the situation and lead to further misunderstandings or hurt feelings. Therefore, it is best to approach conflicts with respect and privacy.Rate this question:
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- 7.
Other peoples opinions do not matter if you believe you are right
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
This statement suggests that other people's opinions do not hold any significance if one believes they are right. However, this is not entirely true. Other people's opinions can provide different perspectives, insights, and knowledge that may challenge or enhance one's own beliefs. It is important to consider and respect different opinions to foster growth, learning, and understanding. Therefore, the correct answer is False, as other people's opinions do matter, even if one believes they are right.Rate this question:
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- 8.
You should always offer an apology to a customer who has a complaint
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
It is important to always offer an apology to a customer who has a complaint because it shows that you value their feedback and are willing to address any issues they may have. Apologizing can help to defuse the situation and show the customer that you are taking their concerns seriously. It also demonstrates good customer service and can help to maintain a positive relationship with the customer.Rate this question:
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- 9.
An internal customer is a colleague
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
An internal customer refers to an individual or department within the same organization that relies on the products or services provided by another department or individual. In this case, a colleague would be considered an internal customer as they work within the same organization and may depend on the work or support provided by their colleagues to carry out their own tasks. Therefore, the statement "An internal customer is a colleague" is true.Rate this question:
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- 10.
Yelling in the kitchen is an aceptable way to speak with others
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Yelling in the kitchen is not an acceptable way to speak with others because it is disrespectful and can create a hostile environment. It is important to communicate with others in a calm and respectful manner, regardless of the situation or location. Yelling can lead to misunderstandings, hurt feelings, and a breakdown in communication. It is important to find alternative ways to express oneself and resolve conflicts without resorting to yelling.Rate this question:
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- 11.
The first step in the procedure for handling a customer complaint is:
- A.
Acknowledge
- B.
Apologise
- C.
Respond
Correct Answer
A. AcknowledgeExplanation
The first step in the procedure for handling a customer complaint is to acknowledge the complaint. This means that the company or representative should let the customer know that their complaint has been received and is being taken seriously. By acknowledging the complaint, the company shows that they value the customer's feedback and are committed to resolving the issue. This step is important in building trust and maintaining a positive relationship with the customer.Rate this question:
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- 12.
If you are extremely busy and a customer complains, the correct procedure would be:
- A.
Tell them you are too busy and let someone else handle it
- B.
Acknowledge the complaint and advise you will find someone to assist them
- C.
Acknowledge the complaint but handle it when you have more time
Correct Answer
B. Acknowledge the complaint and advise you will find someone to assist themExplanation
In this scenario, it is important to acknowledge the customer's complaint to show that their concerns are being taken seriously. By advising them that you will find someone to assist them, it demonstrates that you are committed to resolving their issue, even if you are currently busy. This response shows empathy towards the customer and assures them that their complaint will be addressed in a timely manner.Rate this question:
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- 13.
An application for a job is best communicated through
- A.
Verbal communication
- B.
Written communication
- C.
Non-verbal communication
Correct Answer
B. Written communicationExplanation
Written communication is the best way to communicate an application for a job because it allows for clear and precise expression of ideas. It provides a permanent record of the information being conveyed and allows the applicant to carefully craft their message, ensuring that it is professional and error-free. Written communication also allows the recipient to review and refer back to the information at their convenience, making it easier for them to make an informed decision about the applicant.Rate this question:
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- 14.
The definition of cultural diversity is:
- A.
People with different backgrounds, customs and beliefs
- B.
People from different countries
- C.
People with different religious beliefs
Correct Answer
A. People with different backgrounds, customs and beliefsExplanation
The correct answer is "people with different backgrounds, customs and beliefs." This definition encompasses the idea that cultural diversity refers to individuals who come from various backgrounds, possess different customs, and hold distinct beliefs. It recognizes the importance of recognizing and embracing the differences and uniqueness of individuals in terms of their cultural heritage and practices.Rate this question:
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- 15.
Which of the following should not be used when handling a complaint:
- A.
Listen to the whole complaint
- B.
Tell the customer you cant help them
- C.
Offer an apology
Correct Answer
B. Tell the customer you cant help themExplanation
When handling a complaint, it is important to listen to the whole complaint in order to fully understand the customer's concerns. Offering an apology shows empathy and acknowledges the customer's dissatisfaction. However, telling the customer that you can't help them is not the appropriate response. It is essential to try to find a solution or offer alternatives to address their complaint and provide assistance. This response may further frustrate the customer and damage the relationship with them.Rate this question:
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Current Version
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Mar 21, 2023Quiz Edited by
ProProfs Editorial Team -
Sep 09, 2011Quiz Created by
TheSilverDoor
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