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Basic

  1.  
    TW' "voice tone" should always try to:
    A. 1 B. authoritive
  2.  
    A good Active Listening ratio should be:
    A. 1 B. 70/30
  3.  
    UPR should only be expressed if I agree with the callers view.
    A. 1 B. No. UPR should be expressed at all times.
  4.  
    Which of the following is NOT part of our Active Listening skills?
    A. 1 B. Creative Grunting
  5.  
    My Active Listening Skills... (please circle all that apply)
    A. 1 B. Should always be feeling-based
  6.  
    True or False? (please circle all statements which are TRUE)
    A. 1 B. It is ok to tell a caller I have been divorced for 6 yrs because my spouse cheated on me.
  7.  
    1
    A. 1 B. 1
  8.  
    1
    A. 1 B. 1
Answer Key
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Basic (Answer Key)

  1.  
    TW' "voice tone" should always try to:
    A. 1 B. authoritive
  2.  
    A good Active Listening ratio should be:
    A. 1 B. 70/30
  3.  
    UPR should only be expressed if I agree with the callers view.
    A. 1 B. No. UPR should be expressed at all times.
  4.  
    Which of the following is NOT part of our Active Listening skills?
    A. 1 B. Creative Grunting
  5.  
    My Active Listening Skills... (please circle all that apply)
    A. 1 B. Should always be feeling-based
  6.  
    True or False? (please circle all statements which are TRUE)
    A. 1 B. It is ok to tell a caller I have been divorced for 6 yrs because my spouse cheated on me.
  7.  
    1
    A. 1 B. 1
  8.  
    1
    A. 1 B. 1

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