CFG Wave 1 - Long Quiz 1

Question 1 of 35

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What is a Service Desk as per ITSM Definition?

Select one of the following:

  • 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.

  • 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.

  • 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.

  • 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.

Question 2 of 35

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What are the service desk types?

Select one or more of the following:

  • call center

  • service desk

  • help desk

  • contact center

Question 3 of 35

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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.

Select one of the following:

  • True
  • False

Question 4 of 35

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We listen for the following purposes:

Select one or more of the following:

  • We listen to obtain information.

  • We listen to have fun.

  • We listen to understand.

  • We listen to learn.

Question 5 of 35

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

Select one of the following:

  • Hear - 60%, Remember - 10%

  • Hear - 55%, Remember - 20%

  • Hear - 55%, Remember - 25%

  • Hear - 50%, Remember - 25%

Question 6 of 35

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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.

Select one of the following:

  • True
  • False

Question 7 of 35

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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.

Select one of the following:

  • True
  • False

Question 8 of 35

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______________________ 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.

Select one of the following:

  • Passive

  • Responsive

  • Collective

  • Active

Question 9 of 35

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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.

Select one of the following:

  • True
  • False

Question 10 of 35

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

Select one or more of the following:

  • Communication Approach

  • Brain Dominance

  • Psychological preferences

  • Sensory Approach

Question 11 of 35

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

Select one of the following:

  • The Relator

  • The Socializer

  • The Thinker

  • The Director

Question 12 of 35

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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?

Select one of the following:

  • The Relator

  • The Thinker

  • The Director

  • The Socializer

Question 13 of 35

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

Select one of the following:

  • The Thinker

  • The Director

  • The Socializer

  • The Relator

Question 14 of 35

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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.

Select one of the following:

  • Relator

  • Thinker

  • Socializer

  • Director

Question 15 of 35

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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.

Select one of the following:

  • True
  • False

Question 16 of 35

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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.

Select one of the following:

  • True
  • False

Question 17 of 35

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

Select one or more of the following:

  • Use less intense eye contact

  • Speak in a moderate pace with a softer voice and moderate tone

  • Seek their opinions and ideas: then listen

  • Try not to counter their ideas with logical arguments

Question 18 of 35

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

Select one or more of the following:

  • Make direct eye contact

  • Speak in an energetic and fast paced manner

  • Support your ideas with the opinions of people they respect

  • Be more formal in your speech and manner

Question 19 of 35

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

Select one or more of the following:

  • Get to the point quickly in a clear and succinct manner

  • Speak in a fast pace

  • Make direct eye contact

  • Follow up in writing

Question 20 of 35

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

Select one of the following:

  • True
  • False

Question 21 of 35

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I live _________ Main Street.

Select one of the following:

  • on

  • at

  • in

  • on the

Question 22 of 35

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I need to _________ money this weekend.

Select one of the following:

  • made

  • make

  • get

  • take

Question 23 of 35

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When will IBM ________ a new product?

Select one of the following:

  • launch

  • will be launching

  • launches

  • launching

Question 24 of 35

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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.

Select one of the following:

  • True
  • False

Question 25 of 35

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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)

Select one or more of the following:

  • High blood pressure

  • Cancer

  • Diabetes

  • Obesity

Question 26 of 35

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

Select one of the following:

  • True
  • False

Question 27 of 35

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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.

Select one of the following:

  • True
  • False

Question 28 of 35

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

Select one of the following:

  • Managing Negative Emotions

  • Know your support personality

  • Master the role

  • Adapting to change

Question 29 of 35

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______________ 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.

Select one of the following:

  • Cultural imperative

  • Attitude

  • Influence

  • Positivity

Question 30 of 35

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_____________________________ - 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.

Select one of the following:

  • Let bullies be bullies

  • Take the high road

  • Create your own sphere of influence

  • Adapting to change

Question 31 of 35

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

Select one of the following:

  • True
  • False

Question 32 of 35

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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.

Select one of the following:

  • Know your goal and state it clearly.

  • Tone can help your writing be more effective.

  • Explain in clear terms what you want the reader to do.

  • Language needs to be simple.

Question 33 of 35

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Using an passive voice will strengthen your writing.

Select one of the following:

  • True
  • False

Question 34 of 35

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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.

Select one of the following:

  • True
  • False

Question 35 of 35

Medal-premium 1

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. 

Select one of the following:

  • True
  • False
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CFG Wave 1 - Long Quiz 1

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