CFG Wave 1 - Long Quiz 1

Question 1

Question

What is a Service Desk as per ITSM Definition?

Answer

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

Question

What are the service desk types?

Answer

call center
service desk
help desk
contact center

Question 3

Question

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.

Answer

True
False

Question 4

Question

We listen for the following purposes:

Answer

We listen to obtain information.
We listen to have fun.
We listen to understand.
We listen to learn.

Question 5

Question

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

Answer

Hear - 60%, Remember - 10%
Hear - 55%, Remember - 20%
Hear - 55%, Remember - 25%
Hear - 50%, Remember - 25%

Question 6

Question

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.

Answer

True
False

Question 7

Question

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.

Answer

True
False

Question 8

Question

______________________ 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.

Answer

Passive
Responsive
Collective
Active

Question 9

Question

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.

Answer

True
False

Question 10

Question

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

Answer

Communication Approach
Brain Dominance
Psychological preferences
Sensory Approach

Question 11

Question

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

Answer

The Relator
The Socializer
The Thinker
The Director

Question 12

Question

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?

Answer

The Relator
The Thinker
The Director
The Socializer

Question 13

Question

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

Answer

The Thinker
The Director
The Socializer
The Relator

Question 14

Question

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.

Answer

Relator
Thinker
Socializer
Director

Question 15

Question

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.

Answer

True
False

Question 16

Question

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.

Answer

True
False

Question 17

Question

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

Answer

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

Question

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

Answer

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

Question

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

Answer

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

Question

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

Answer

True
False

Question 21

Question

I live _________ Main Street.

Answer

on
at
in
on the

Question 22

Question

I need to _________ money this weekend.

Answer

made
make
get
take

Question 23

Question

When will IBM ________ a new product?

Answer

launch
will be launching
launches
launching

Question 24

Question

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.

Answer

True
False

Question 25

Question

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)

Answer

High blood pressure
Cancer
Diabetes
Obesity

Question 26

Question

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

Answer

True
False

Question 27

Question

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.

Answer

True
False

Question 28

Question

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

Answer

Managing Negative Emotions
Know your support personality
Master the role
Adapting to change

Question 29

Question

______________ 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.

Answer

Cultural imperative
Attitude
Influence
Positivity

Question 30

Question

_____________________________ - 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.

Answer

Let bullies be bullies
Take the high road
Create your own sphere of influence
Adapting to change

Question 31

Question

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

Answer

True
False

Question 32

Question

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.

Answer

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

Question

Using an passive voice will strengthen your writing.

Answer

True
False

Question 34

Question

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.

Answer

True
False

Question 35

Question

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.

Answer

True
False

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CFG Wave 1 - Long Quiz 1

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Question 1

Question 2

Question 3

Question 4

Question 5

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Question 7

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Question 9

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Question 11

Question 12

Question 13

Question 14

Question 15

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Question 23

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Question 25

Question 26

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Question 28

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Question 30

Question 31

Question 32

Question 33

Question 34

Question 35

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