CFG Wave 1 - Long Quiz 1

What is a Service Desk as per ITSM Definition?

What are the service desk types?

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.

We listen for the following purposes:

How many percentages research have suggested that we hear and remember?

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.

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.

______________________ 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.

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.

What are the 3 out of 4 combination of communication style that emerges from us since birth?

The type of communication style that are commonly: Warm and Friendly, Slow and Easy, Shares Feelings, Good Listener and Cooperative?

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?

The type of communication style that are commonly: An efficient perfectionist, Slow and Cautious, Task-oriented, Follows Directions and Works well alone?

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.

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.

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.

To connect most effectively with a Relator, choose any of the correct examples given;

To connect most effectively with a Socializer, choose any of the following correct examples;

To connect most effectively with a Director, choose any of the following correct examples;

The most important thing to remember about communication styles is that the differences are real and largely conscious.

I live _________ Main Street.

I need to _________ money this weekend.

When will IBM ________ a new product?

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.

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)

Professional customer service is hard to provide when you’re struggling to keep weak emotions in check.

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.

Expertly meeting customer expectations is a powerful strategic tool for managing your stress level on the job is what kind of strategy?

______________ 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.

_____________________________ - 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.

To communicate effectively you need to get your point across and relay information clearly. The reader will understand exactly what you mean.

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.

Using an passive voice will strengthen your writing.

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.

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.