Module 9

Question 1

Barriers to listening include:

Answer 1

Barriers to effective listening include distractions,
tuning the person out, reacting emotionally, not
reading body language, sending false messages, and
anticipating your response.

Question 2

Change management plan’s first step:

Answer 2

The first step in a change management plan is to
establish a sense of urgency.

Question 3

Demands on an employee’s time:

Answer 3

Demands on an employee’s time are either important
or unimportant (important tasks contribute to the
mission) and urgent or not urgent (urgent tasks are
reactive).

Question 4

Fivebasic management skills are:

Answer 4

Five basic management skills are: planning/organizing,
staffing, directing, controlling, and reporting.

Question 5

Fivesteps in project management:

Answer 5

The five steps in project management are: initiate
(define the challenge), plan (determine how to resolve
the challenge), execute (complete the task), control
(monitor the plan), and close (finish).

Question 6

Guidelines for feedback include:

Answer 6

Guidelines for feedback include: if it doesn’t matter
ignore it; focus on the behavior; keep it current; deal
with observations; be specific, don’t generalize; praise,
don’t punish.

Question 7

Project planning involves:

Answer 7

Planning involves: defining the scope of the project;
defining the time for the project; defining the tasks to
be completed; analyzing the resources needed; and
evaluating costs.

Question 8

Types of negative change reactions:

Answer 8

Three types of negative reactions to change are:
rational, personal, and emotional.

Question 9

What are tangibles?

Answer 9

Tangibles, one of the five principles of customer
service, are the physical facilities, equipment and
personal (yours and others’) professionalism.

Question 10

What is assurance?

Answer 10

Assurance, one of the five principles of customer
service, demonstrates the knowledge and courtesy
shown to customers along with the ability to convey
trust, competence, and confidence.

Question 11

What is empathy?

Answer 11

Empathy, one of the five principles of customer service,
demonstrates the degree of caring and individual
attention shown to your customers.

Question 12

What is reliability?

Answer 12

Reliability, one of the five principles of customer
service, demonstrates the ability to provide what is
promised dependably and accurately.

Question 13

What is responsiveness?

Answer 13

Responsiveness, one of the five principles of customer
service, demonstrates the willingness to help
customers promptly.