In a round table discussion, a rectangular table can be used by the leader to control the discussion
A. True
B. False
ANS: a
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Which of the following is NOT a goal of a special occasion speech?
A. Entertain B. Inspire C. Report D. Commemorate
What has research discovered about opening lines (conversation starters)?
A. "Canned" opening lines have no usefulness in initial interactions. B. Opening lines work better when men use them than when women use them. C. A third person, topic, or object is a better conversation starter than a "canned" opening line. D. "Canned" opening lines are better than light, "get to know you" questions.
Mary works as a customer service representative. She often has to deal with customers who are frustrated or angry. What could you suggest that would assist her in dealing with such customers?
a) Remain calm and try to empathize with the customer's situation b) Be enthusiastic and energetic. c) Plan for the customer's future needs and desires. d) Keep the customer notified about work-in-progress.
"You look a lot better today than you usually do" is an example of a compliment
a. true b. false