Gop

Front 1

Explain the different meanings upward and downward inflections convey

Back 1

Upward inflection-puts question mark at end
Downward inflection-makes you sound knowledgeable and decisive because sentence does not sound like a question

Front 2

Three types of businesses that may deal with high stress situations on the phone

Back 2

1. customer service calls
2. telemarketing calls
3. emergency dispatch units

Front 3

List three occasions when speaking slowly on the telephone is beneficial

Back 3

1. spelling out names & numbers
2. giving a message that you wish to be written down exactly
3. talking with an angry person

Front 4

Explain how your telephone techniques could affect the company for which you work?

Back 4

Your voice is the only impression callers recieve of you and the company

Front 5

What are two steps in active listening that help when dealing with an angry caller

Back 5

?

Front 6

Name three techniques to help reduce physical stress while at work

Back 6

1. watch the caffeine and sugar
2. move around, change positions from time to time
3. exercise every day

Front 7

How can asking judgemental questions make a stressful conversation worse

Back 7

Judgemental questions make a person defensive, feel like they are being attacked

Front 8

How can stress change the quality of a persons voice

Back 8

When you are stressed, you may speak too loudly, softly, too rapidly, slowly. Your pitch may rise and your tone will not be pleasant

Front 9

Explain how stress, when not overwhelming, is productive

Back 9

It heightens your anticipation, focus your attention, helps you think quickly, and sharpens your performance

Front 10

What are three ways to take full advantage of a companys training program

Back 10

1. take notes
2. concentrate
3. ask questions

Front 11

Four steps involved in effective listening

Back 11

1. the physical act of sensing or hearing
2. interpreting the sound
3. evaluating the data and deciding how to use it.
4. responding

Front 12

What is the key to maintaining professional objectivity in the workplace

Back 12

controlling and changing negative thoughts and resisting the urge to act on them

Front 13

State three factors that would affect an employee's telephone voice

Back 13

1. pronounciation of words
2. tone, pitch, speed, volume, emphasis
3. quality of equipment

Front 14

What are three ways to expand you knowledge about your company after you've been employed

Back 14

1. read company announcements
2. use procedure manuals, reports, catalogs and files
3. read trade magazines and other publications

Front 15

Explain the difference between pronunciation and articulation

Back 15

Pronunciation-voicing the standard, accepted sounds in each word
Articulation-producing the sounds clearly, distinctly and smoothly

Front 16

Three drawbacks and three benefits to using the telephone

Back 16

Benefits:
-socialize at moments notice, able to get info. about anything, quick way to reach emergency service
Drawbacks:
-interupts, does not produce a written record, annoyance

Front 17

Three tools for taking an effective message

Back 17

1. keep pens and pencils in reach
2. keep a supply of message pads/paper
3. leave messages where people will be able to spot them easily

Front 18

Name three steps used to control negative thoughts

Back 18

1. Be aware of negative moods so as to be able to change them immediately
2. generate positive thoughts and concentrate on them
3. after concentrating on a positive thought for one or two minutes, go back to your productive work

Front 19

Effective communication between two people requires that both have the opportunity to....

Back 19

Speak and Listen

Front 20

Three types of internal and three types of external roadblocks to effective listening

Back 20

Internal roadblocks:
-anticipation, fear, physical aspects
External roadblocks:
-construction work, traffic, phones ringing