Work With Colleagues And Customers / Work In A Socially Diverse Environment

15 Questions | Total Attempts: 398

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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

  • 2. 
    EEO stands for
    • A. 

      Equal Entrance Opportunity

    • B. 

      Equal Employment Opportunity

    • C. 

      Even Employment Opportunity

  • 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

  • 4. 
    Discrimination is best described as
    • A. 

      Treating one person less favourably than another

    • B. 

      Treating people equally

    • C. 

      Giving somone extra work responsibilities

  • 5. 
    An example of good body language is;
    • A. 

      Folded arms

    • B. 

      Slumped shoulders

    • C. 

      Head held high

  • 6. 
    If speaking to someone about a conflict, you should display respect and speak to them in private
    • A. 

      True

    • B. 

      False

  • 7. 
    Other peoples opinions do not matter if you believe you are right
    • A. 

      True

    • B. 

      False

  • 8. 
    You should always offer an apology to a customer who has a complaint
    • A. 

      True

    • B. 

      False

  • 9. 
    An internal customer is a colleague
    • A. 

      True

    • B. 

      False

  • 10. 
    Yelling in the kitchen is an aceptable way to speak with others
    • A. 

      True

    • B. 

      False

  • 11. 
    The first step in the procedure for handling a customer complaint is:
    • A. 

      Acknowledge

    • B. 

      Apologise

    • C. 

      Respond

  • 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

  • 13. 
    An application for a job is best communicated through
    • A. 

      Verbal communication

    • B. 

      Written communication

    • C. 

      Non-verbal communication

  • 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

  • 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

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