NCTI 2-3 Chapters 1-2 Exam Questions With
Correct Answers
Joseph is listening to Brenda, his direct report, talk about her interactions with a
| | | | | | | | | | | | | |
difficult client, yesterday. Brenda says, "I know my customer wasn't happy with
| | | | | | | | | | | |
our product but he really took out his frustration on me. He assumed I was the
| | | | | | | | | | | | | | | |
reason for his discomfort and spent ten minutes berating me to my face with
| | | | | | | | | | | | | |
accusations, swearing, intimidating gestures and even threats to try to have me
| | | | | | | | | | | |
fired. It was terrible." How can Joseph respond to Brenda to practice effective
| | | | | | | | | | | | |
communication? - CORRECT ANSWER✔✔-Lean in toward her and keep eye | | | | | | | | | |
contact.
Ask clarifying questions to better understand what she thinks about how the
| | | | | | | | | | | |
situation went and how she feels about it.
| | | | | | |
Communicate compassion by saying something like, "I'm sorry this happened to
| | | | | | | | | | |
you. Dealing with customers like this one is so hard and can be really upsetting."
| | | | | | | | | | | | | |
Why is listening important? - CORRECT ANSWER✔✔-It enables us to resolve
| | | | | | | | | | |
differences, build trust, and create environments where creative ideas can
| | | | | | | | | |
flourish.
It lessens and relieves interpersonal conflict.
| | | | |
It increases productivity as everyone understands their common mission in a
| | | | | | | | | | |
similar way. |
It helps people to feel valued and understood, which empowers them to bring
| | | | | | | | | | | | |
their best to the job at hand.
| | | | | |
Correct Answers
Joseph is listening to Brenda, his direct report, talk about her interactions with a
| | | | | | | | | | | | | |
difficult client, yesterday. Brenda says, "I know my customer wasn't happy with
| | | | | | | | | | | |
our product but he really took out his frustration on me. He assumed I was the
| | | | | | | | | | | | | | | |
reason for his discomfort and spent ten minutes berating me to my face with
| | | | | | | | | | | | | |
accusations, swearing, intimidating gestures and even threats to try to have me
| | | | | | | | | | | |
fired. It was terrible." How can Joseph respond to Brenda to practice effective
| | | | | | | | | | | | |
communication? - CORRECT ANSWER✔✔-Lean in toward her and keep eye | | | | | | | | | |
contact.
Ask clarifying questions to better understand what she thinks about how the
| | | | | | | | | | | |
situation went and how she feels about it.
| | | | | | |
Communicate compassion by saying something like, "I'm sorry this happened to
| | | | | | | | | | |
you. Dealing with customers like this one is so hard and can be really upsetting."
| | | | | | | | | | | | | |
Why is listening important? - CORRECT ANSWER✔✔-It enables us to resolve
| | | | | | | | | | |
differences, build trust, and create environments where creative ideas can
| | | | | | | | | |
flourish.
It lessens and relieves interpersonal conflict.
| | | | |
It increases productivity as everyone understands their common mission in a
| | | | | | | | | | |
similar way. |
It helps people to feel valued and understood, which empowers them to bring
| | | | | | | | | | | | |
their best to the job at hand.
| | | | | |
