3082513
Descripción
Test por rubenetulodii, actualizado hace más de 1 año
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Creado por rubenetulodii
hace más de 9 años
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Pregunta 1
Pregunta
What is a Service Desk as per ITSM Definition?
Respuesta
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A Service Desk is a primary IT service within the discipline of IT service management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). It is intended to provide a Single Point of Contact ("SPOC") to meet the communication needs of both Users and IT employees.
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A Service Desk is a primary IT service within the discipline of IT service management (ITSM) as defined by the International Technology Infrastructure Library (ITIL). It is intended to provide a Single Point of Contact ("SPOC") to meet the communication needs of both Users and IT employees.
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A Service Desk is the one that helps end-user with all their technical concerns through a Single Point of Contact (SPOC), commonly called also as a help desk that assist employees of a certain business entity or the corporation.
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A service desk is a communications center that provides a single point of contact (SPOC) between a company and its customers, employees and business partners. The purpose of a service desk is to ensure that users receive appropriate help in a timely manner.
Pregunta 2
Pregunta
What are the service desk types?
Respuesta
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call center
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service desk
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help desk
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contact center
Pregunta 3
Pregunta
Listening is not one of the most important skills you can have. How well you listen has a major impact on your job effectiveness, and on the quality of your relationships with others.
Respuesta
- True
- False
Pregunta 4
Pregunta
We listen for the following purposes:
Respuesta
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We listen to obtain information.
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We listen to have fun.
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We listen to understand.
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We listen to learn.
Pregunta 5
Pregunta
How many percentages research have suggested that we hear and remember?
Respuesta
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Hear - 60%, Remember - 10%
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Hear - 55%, Remember - 20%
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Hear - 55%, Remember - 25%
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Hear - 50%, Remember - 25%
Pregunta 6
Pregunta
In becoming an active listener. There are five key active listening techniques namely: Pay Attention, Show That You're Listening, Provide Feedback, Defer Judgment & Respond Appropriately.
Respuesta
- True
- False
Pregunta 7
Pregunta
In Paying Attention, you have to give the speaker your undivided attention, and acknowledge the message. Recognize that verbal communication also "speaks" loudly.
Look at the speaker directly.
Respuesta
- True
- False
Pregunta 8
Pregunta
______________________ listening is a model for respect and understanding. You are gaining information and perspective. You add nothing by attacking the speaker or otherwise putting him or her down.
Respuesta
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Passive
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Responsive
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Collective
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Active
Pregunta 9
Pregunta
Different people communicate differently. Undoubtedly, you already know this. What you may not know is that these different ways of communicating are pretty much hard-wired into people and seldom reflect conscious choice.
Respuesta
- True
- False
Pregunta 10
Pregunta
What are the 3 out of 4 combination of communication style that emerges from us since birth?
Respuesta
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Communication Approach
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Brain Dominance
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Psychological preferences
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Sensory Approach
Pregunta 11
Pregunta
The type of communication style that are commonly: Warm and Friendly, Slow and Easy, Shares Feelings, Good Listener and Cooperative?
Respuesta
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The Relator
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The Socializer
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The Thinker
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The Director
Pregunta 12
Pregunta
The type of communication style that are commonly: Emphasis on Results, Little concern for relationships, Does not share feelings, Seen as Dominating and Fast-paced and Decisive?
Respuesta
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The Relator
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The Thinker
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The Director
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The Socializer
Pregunta 13
Pregunta
The type of communication style that are commonly: An efficient perfectionist, Slow and Cautious, Task-oriented, Follows Directions and Works well alone?
Respuesta
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The Thinker
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The Director
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The Socializer
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The Relator
Pregunta 14
Pregunta
The ___________________ has a closed, personal style and is analytical in their approach. Thinkers take a while to feel comfortable with others, and tend to take longer to reveal information about themselves.
Respuesta
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Relator
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Thinker
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Socializer
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Director
Pregunta 15
Pregunta
The Relator is relationship orientated and readily expresses their thoughts and feelings. However, Relator's are generally slower paced and security conscious, so they prefer less intrusive interactions.
Respuesta
- True
- False
Pregunta 16
Pregunta
The Socializer prefers not to interact with others rather than work alone. Socializers have a fast paced, aggressive communication style and generally work well with others.
Respuesta
- True
- False
Pregunta 17
Pregunta
To connect most effectively with a Relator, choose any of the correct examples given;
Respuesta
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Use less intense eye contact
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Speak in a moderate pace with a softer voice and moderate tone
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Seek their opinions and ideas: then listen
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Try not to counter their ideas with logical arguments
Pregunta 18
Pregunta
To connect most effectively with a Socializer, choose any of the following correct examples;
Respuesta
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Make direct eye contact
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Speak in an energetic and fast paced manner
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Support your ideas with the opinions of people they respect
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Be more formal in your speech and manner
Pregunta 19
Pregunta
To connect most effectively with a Director, choose any of the following correct examples;
Respuesta
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Get to the point quickly in a clear and succinct manner
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Speak in a fast pace
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Make direct eye contact
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Follow up in writing
Pregunta 20
Pregunta
The most important thing to remember about communication styles is that the differences are real and largely conscious.
Respuesta
- True
- False
Pregunta 21
Pregunta
I live _________ Main Street.
Respuesta
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on
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at
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in
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on the
Pregunta 22
Pregunta
I need to _________ money this weekend.
Respuesta
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made
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make
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get
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take
Pregunta 23
Pregunta
When will IBM ________ a new product?
Respuesta
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launch
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will be launching
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launches
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launching
Pregunta 24
Pregunta
Stress is an unpleasant fact of life. We all experience it for various reasons, and we all try to come up with ways of coping with it—some with more success than others.
Respuesta
- True
- False
Pregunta 25
Pregunta
The real problem with stress is that, for such a well understood and universally experienced condition, as a society we deal with it so poorly that it leads to many of our most lethal illnesses and long-term health problems like (choose as many as it applies)
Respuesta
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High blood pressure
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Cancer
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Diabetes
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Obesity
Pregunta 26
Pregunta
Professional customer service is hard to provide when you’re struggling to keep weak emotions in check.
Respuesta
- True
- False
Pregunta 27
Pregunta
Know your support personality -- Each of us have individual strengths that we can call upon when dealing with difficult customers. You may be charming, or funny, friendly, someone who enjoys repetition, a good listener, easy going, positively perky, or highly resourceful in fixing problems fast.
Respuesta
- True
- False
Pregunta 28
Pregunta
Expertly meeting customer expectations is a powerful strategic tool for managing your stress level on the job is what kind of strategy?
Respuesta
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Managing Negative Emotions
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Know your support personality
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Master the role
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Adapting to change
Pregunta 29
Pregunta
______________ can be contagious -- and lethal to a career. You may find yourself torn with wanting to fit in and wanting to do a good job while your fellow employees try and bring you down. Intentionally or unintentionally, others with low morale will resent you because they can’t stand to see someone thriving in an environment that is toxic to them.
Respuesta
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Cultural imperative
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Attitude
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Influence
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Positivity
Pregunta 30
Pregunta
_____________________________ - This way you’ll always feel good about yourself, even when customers are abusive. Stay calm, and most customers will appreciate that you gave them the opportunity to express their frustration without striking back and turning the issue into a battle.
Respuesta
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Let bullies be bullies
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Take the high road
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Create your own sphere of influence
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Adapting to change
Pregunta 31
Pregunta
To communicate effectively you need to get your point across and relay information clearly. The reader will understand exactly what you mean.
Respuesta
- True
- False
Pregunta 32
Pregunta
What kind of tips is - Do you want the reader to do something for you or are you merely passing along information? Do you want a response from the reader or do you want him to take action? Your purpose needs to be stated in the communication. Avoid information that is not relevant. Clarity is key.
Respuesta
-
Know your goal and state it clearly.
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Tone can help your writing be more effective.
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Explain in clear terms what you want the reader to do.
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Language needs to be simple.
Pregunta 33
Pregunta
Using an passive voice will strengthen your writing.
Respuesta
- True
- False
Pregunta 34
Pregunta
Less is more when it comes to length. Leave out words that do contribute to the main focus of the communication. This can make the reader work harder to know why you wrote.
Respuesta
- True
- False
Pregunta 35
Pregunta
Good grammar and punctuation are very important. It is a good idea to have someone else proofread your writing before you send it. If you cannot do that, then try reading it out loud.
Respuesta
- True
- False
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