Select the objective from the list below that would be measurable:
a. At the end of the training session, trainees will appreciate the value of using good
customer service skills.
b. At the end of the training session, trainees will understand how to use effective
customer service skills.
c. At the end of the training session, trainees will demonstrate the use of the three
components of answering incoming calls.
d. At the end of the training session, trainees will itemize customer service skills.
c
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________ is defined as the learned patterns of perceptions, values, and behaviors shared by a group of people
Answer:
_____ are methods and techniques that speakers employ to achieve their speaking goals
Fill in the blanks with correct word
If you wish to master a subject, the first steps are ________
A) patience and persistence B) order and simplicity C) time and energy D) Purpose and thesis statements
Answer the following statement(s) true (T) or false (F)
1. Paraphrasing feelings of one disputant ignores the needs of the other disputant. 2. Reframing allows a mediator to take what is valuable from a disputant’s statement while reducing the “sting” of inflammatory words. 3. Pure content paraphrasing is best applied when disputants are emotionally upset. 4. Nonverbal communication is fairly easy to read once one learns the proper interpretations for behaviors (such as crossed arms mean that the disputant is angry or withdrawing). 5. Closure involves typing final agreements, briefing with superiors about the case, and destroying personal notes.