Quiz Out Directors Training Leadership 201
Questions and Answers
- 1.
The customer service cornerstone, Arlington C.A.R.E.S. stands for
- A.
Communication Awesomeness Responsiveness Execution
- B.
Commonality Awareness Reasonableness Error-free
- C.
Communication Awareness Respect Execution
- D.
Caring Artful Responsive Early
Correct Answer
C. Communication Awareness Respect ExecutionExplanation
The correct answer is "Communication Awareness Respect Execution". This answer aligns with the acronym "Arlington C.A.R.E.S." and reflects the key values and principles of customer service. Communication is essential for effective customer service, as it ensures clear and accurate information exchange. Awareness demonstrates understanding and empathy towards customer needs. Respect emphasizes treating customers with dignity and courtesy. Execution refers to the ability to take prompt and efficient action to resolve customer issues. Overall, this answer encompasses the important aspects of providing exceptional customer service.Rate this question:
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- 2.
How do we gather feedback about our camps?
- A.
By phone
- B.
In person
- C.
Staff evaluations
- D.
Online
- E.
All of the above.
Correct Answer
E. All of the above.Explanation
The correct answer is "All of the above" because gathering feedback about camps can be done through various methods such as phone calls, in-person interactions, staff evaluations, and online surveys. These different channels ensure that feedback is collected from a diverse range of sources, allowing for a comprehensive understanding of the camp experience and areas for improvement.Rate this question:
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- 3.
Research shows that most of our communication is expressed through
- A.
How we say what we say.
- B.
What we say.
- C.
When we say what we say.
- D.
Non-verbally.
Correct Answer
D. Non-verbally.Explanation
Research has shown that a significant portion of our communication is conveyed through non-verbal cues such as body language, facial expressions, and tone of voice. These non-verbal signals often provide additional meaning and context to our spoken words, allowing us to convey emotions, attitudes, and intentions. Non-verbal communication can sometimes even contradict or override the verbal message being conveyed. Therefore, it is accurate to say that most of our communication is expressed non-verbally.Rate this question:
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- 4.
Your staff recently experienced an incident that has caused them to have lowered motivation. As a camp director or assistant director one way to boost morale is
- A.
Give a speech that reminds them why they are working at camp.
- B.
Tell a story that expands their thoughts.
- C.
Give a pep talk.
- D.
All of the above.
Correct Answer
D. All of the above.Explanation
All of the above options can be effective in boosting morale. Giving a speech that reminds the staff why they are working at camp can help them reconnect with their purpose and reignite their motivation. Telling a story that expands their thoughts can inspire them and provide them with new perspectives. Giving a pep talk can provide encouragement and support. By utilizing all of these strategies, the camp director or assistant director can address different aspects of the staff's motivation and create a comprehensive approach to boosting morale.Rate this question:
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- 5.
Which of the following is an example of perks?
- A.
Planning an activity you can lead so your staff have a longer break.
- B.
Having a golden pretzel trophy for staff to earn.
- C.
Give your staff a pep talk.
- D.
Both A and B.
- E.
Both A and C.
Correct Answer
D. Both A and B.Explanation
Both A and B are examples of perks. Planning an activity that the staff can lead and giving them a longer break is a perk because it provides them with an enjoyable experience and extra time off. Having a golden pretzel trophy for staff to earn is also a perk because it rewards and recognizes their achievements, which can boost morale and motivation. Therefore, both options A and B demonstrate examples of perks.Rate this question:
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- 6.
When managing conflict it is important to
- A.
Focus on the entire situation.
- B.
Be aware of your own biases or prejudices related to the persons involved.
- C.
Be aware of power plays and issues between disputants.
- D.
Both B and C
- E.
All of the above.
Correct Answer
E. All of the above.Explanation
When managing conflict, it is important to focus on the entire situation because conflicts are often complex and involve multiple factors. Being aware of your own biases or prejudices related to the persons involved is crucial because these biases can influence your judgment and decision-making process. Additionally, being aware of power plays and issues between disputants is important as power dynamics can greatly impact the resolution of conflicts. Therefore, the correct answer is All of the above.Rate this question:
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- 7.
When managing conflict, what should you address first?
- A.
Emotional issue.
- B.
Power issue.
- C.
Who is responsible for the problem.
- D.
What caused the conflict.
Correct Answer
D. What caused the conflict.Explanation
When managing conflict, it is important to address what caused the conflict first. By understanding the root cause of the conflict, it becomes easier to find a resolution. Identifying the cause helps in preventing future conflicts and allows for a more effective and targeted approach to resolving the issue. Addressing emotional and power issues, as well as determining responsibility, can come after understanding the cause of the conflict.Rate this question:
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- 8.
Which of the following are escalation behaviors that you should know and avoid?
- A.
Raised voices
- B.
Personal space is invaded
- C.
Past conflicts are brought up
- D.
All of the above.
Correct Answer
D. All of the above.Explanation
The correct answer is "All of the above" because all the mentioned behaviors (raised voices, personal space invaded, bringing up past conflicts) are examples of escalation behaviors that can worsen a conflict situation. These behaviors often contribute to increased tension and can hinder effective communication and conflict resolution. Therefore, it is important to be aware of these behaviors and make an effort to avoid them in order to de-escalate conflicts.Rate this question:
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- 9.
When providing feedback on performance issues you should not
- A.
Talk to your supervisor for specific guidance and support.
- B.
Air a laundry list of your concerns.
- C.
Document when verbal feedback was provided.
- D.
Give feedback in private.
Correct Answer
B. Air a laundry list of your concerns.Explanation
When providing feedback on performance issues, it is important to avoid airing a laundry list of concerns. This means that instead of listing all of your concerns at once, it is more effective to address each concern individually and constructively. This allows for a more focused and productive discussion, as well as giving the recipient of the feedback the opportunity to understand and address each concern separately.Rate this question:
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- 10.
When providing feedback on performance issues you should
- A.
Describe how you reacted and why.
- B.
Use data, not your opinions.
- C.
Focus on the positive outcomes you would like to achieve.
- D.
All of the above.
Correct Answer
D. All of the above.Explanation
The correct answer is "All of the above" because when providing feedback on performance issues, it is important to describe how you reacted and why to provide context and clarity. Using data instead of opinions helps to provide objective and factual information, which can lead to more effective feedback. Additionally, focusing on the positive outcomes you would like to achieve helps to provide constructive feedback and encourage improvement.Rate this question:
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- 11.
An example of positive body language is
- A.
Shaking hands
- B.
Smiling
- C.
Slouching
- D.
Both A and B.
- E.
Both A and C.
Correct Answer
D. Both A and B.Explanation
Both shaking hands and smiling are examples of positive body language. Shaking hands is a gesture commonly used to greet someone and show respect and friendliness. It is a way of establishing a connection and building rapport with others. Smiling is also considered a positive body language as it conveys warmth, openness, and approachability. A smile can help create a positive and welcoming atmosphere in social interactions. Slouching, on the other hand, is a negative body language as it reflects disinterest, laziness, or lack of confidence. Therefore, the correct answer is Both A and B.Rate this question:
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- 12.
When should you fill out a Performance Standards Action Document (PSAD)?
- A.
As soon as you see a performance issue.
- B.
After you see the performance issue occur twice.
- C.
24 hours after an accident.
- D.
When your feedback is not impacting behavior.
Correct Answer
D. When your feedback is not impacting behavior.Explanation
The correct answer is "When your feedback is not impacting behavior." This means that you should fill out a Performance Standards Action Document (PSAD) when your feedback to an employee about their performance is not having the desired effect of improving their behavior. This document is used as a formal way to address ongoing performance issues and to outline the steps that will be taken to address the problem. Filling out a PSAD indicates that other methods of addressing the performance issue have been unsuccessful and further action is necessary.Rate this question:
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Current Version
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Mar 14, 2023Quiz Edited by
ProProfs Editorial Team -
Apr 24, 2012Quiz Created by
Macvid
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