Interpersonal Skills Flashcards
7 cards from real Senior Typist Exam practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Interpersonal Skills flashcards as text
The best thing to say first when returning to a line where a caller is waiting is:
Answer: “Thank you for holding.”
When returning to a caller who has been waiting on hold, it is crucial to acknowledge their patience and thank them for holding. This demonstrates politeness, professionalism, and respect for their time, setting a positive tone for the rest of the conversation and showing good customer service.
If you want to succeed at work, you should do your work effectively and have __________,
Answer: A positive relationship with everyone you encounter.
To succeed at work, effectiveness in tasks is vital, but equally important are strong interpersonal skills and the ability to build positive relationships. Collaborating well with colleagues, supervisors, and clients fosters a productive environment, enhances teamwork, and contributes significantly to overall professional success and job satisfaction.
Which of the following will improve as your interpersonal communication skills improve?
Answer: Resolution of disputes
Improved interpersonal communication skills directly enhance one's ability to understand different perspectives, express thoughts clearly, and negotiate effectively. These abilities are fundamental in navigating disagreements and finding common ground, thereby significantly improving the resolution of disputes in both personal and professional settings.
Which of the following is a good method of communication?
Answer: Active Listening
Active listening is a cornerstone of effective communication because it involves fully concentrating on, understanding, responding to, and remembering what the other person is saying. This practice ensures messages are accurately received and interpreted, fostering mutual understanding and stronger connections, unlike passive or dismissive behaviors.
Before it can be considered effective communication, a message must be _________.
Answer: Accurately understood
For communication to be truly effective, the message sent must be accurately understood by the receiver in the way the sender intended. If the message is misinterpreted or not grasped, the communication has failed, regardless of how it was delivered or how interesting it was.
Which of the following statements in Establish Working Relationship is incorrect?
Answer: Take advantages of others
Establishing healthy working relationships is built on principles of trust, respect, and open communication. Taking advantage of others directly contradicts these principles, as it undermines trust, shows a lack of respect, and ultimately damages the collaborative environment essential for effective teamwork and positive professional interactions.
When you discover a problem with a customer. Which of the following statements is incorrect?
Answer: What is your actual issue?
When a customer has a problem, the goal is to gather information empathetically and respectfully. Asking 'What is your actual issue?' can sound dismissive, accusatory, or imply that the customer is not clearly articulating their problem, which can escalate frustration rather than resolve it. Better phrasing focuses on understanding their perspective without judgment.