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

15 Questions | By TheSilverDoor | Updated: Mar 21, 2022 | Attempts: 624

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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