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Basic
Instructions:
-
TW' "voice tone" should always try to:
A. 1
B. authoritive
-
A good Active Listening ratio should be:
A. 1
B. 70/30
-
UPR should only be expressed if I agree with the callers view.
A. 1
B. No. UPR should be expressed at all times.
-
Which of the following is NOT part of our Active Listening skills?
A. 1
B. Creative Grunting
-
My Active Listening Skills... (please circle all that apply)
A. 1
B. Should always be feeling-based
-
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.
-
1
A. 1
B. 1
-
1
A. 1
B. 1
Basic
(Answer Key)
Instructions:
-
TW' "voice tone" should always try to:
A. 1
B. authoritive
-
A good Active Listening ratio should be:
A. 1
B. 70/30
-
UPR should only be expressed if I agree with the callers view.
A. 1
B. No. UPR should be expressed at all times.
-
Which of the following is NOT part of our Active Listening skills?
A. 1
B. Creative Grunting
-
My Active Listening Skills... (please circle all that apply)
A. 1
B. Should always be feeling-based
-
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.
-
1
A. 1
B. 1
-
1
A. 1
B. 1