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

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