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SDP Study
| Question | Answer |
|---|---|
| Prolonged high levels of stress are thought to lead to.... | Burnout |
| Burnout is best described as... | A state of physical and mental exhaustion caused by extended periods of stress |
| Burnout can manifest itself as..... | All Three Things A) Willingness to take on other tasks, even when it will result in being even more overwhelmed. B) Loss of motivation C) Lack of enthusiasm |
| Metrics are used to measure... | Performance |
| Pick the option below that best defines the word jargon. | Words, sayings, or expressions that are used by a profession or industry that might be difficult for others to understand. |
| Pick the option below that best describes the word static as it relates to communication. | Noise or distractions that get in the way of communication. |
| Which of the following is an essential components of good communication skills? | Listening |
| What is stress? | Response to demands on the both the mind and body. |
| Is this statement true or false? Stress is only negative. | False. Stress can be positive or negative |
| Stress can be .... | All three of the below A) Be motivating B) Be a source of energy C) Cause burnout |
| Appropriate stress management techniques | All three are appropriate.... A) Exercise regularly B) Take deep breaths C) Balance work and life demands D) All of the above |
| Components of the Service Level Agreement | A) Scope of services provided (What services are included) B) Hours of service and response time C) Methods for reporting compliance |
| Hearing is | Hearing is an auditory function. |
| Listening is | Listening is the active process of interpreting and assigning meaning to a message. |
| Why is summarizing important? | Summarizing can help the customer service person ensure that they understood the message and shows the customer that they cared about the problem. |
| A positive attitude enables people to view change as a(n) _____ | opportunity |
| Which type of common communication method does not allow the customer service person to observe non-verbal cues? | Electronic Communication (Email and Instant Message) |
| Face-to-face communication is a strong communication method. | It allows you to read non-verbal communication |
| Did this problem start today? is an example what type of question... | Close-ended question |
| Psychological symptoms to stress are | _____ symptoms are emotional responses to stress. |
| Trying to control everything that occurs around you can | Lead to stress |
Created by:
mhatters
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