Positive Language and Effective Listening

Positive Language and Effective Listening

Professional Development

10 Qs

quiz-placeholder

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Positive Language and Effective Listening

Positive Language and Effective Listening

Assessment

Quiz

Professional Development

Professional Development

Practice Problem

Hard

Created by

Housing Direct

Used 22+ times

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10 questions

Show all answers

1.

MULTIPLE SELECT QUESTION

15 mins • 1 pt

How would you re-phrase the following

"You have to speak with your Housing Services Officer"

What I can do is put you in touch with your Housing Services Officer

Your Housing Services Officer will be able to assist you with this query, I can transfer you through to them now

2.

MULTIPLE SELECT QUESTION

15 mins • 1 pt

Which is a positive statement for the following

What’s the problem there?

What can I help you with today?

How can I help?

3.

MULTIPLE SELECT QUESTION

15 mins • 1 pt

How can you make the following positive?

"The contractors should be attending within 24 hours"

The trades WILL attend within 24 hours

Should indicates the trades may not be there within the allocated time

4.

MULTIPLE SELECT QUESTION

15 mins • 1 pt

What are some words that portray an unprofessional image?

No worries

No problem

Mate

Pop - Can I pop you on hold?

5.

MULTIPLE SELECT QUESTION

15 mins • 1 pt

What are some words / phrases that demonstrate your willingness to help?

I can certainly help you today

What I can do for you

What I will do

This is what I’ve done

6.

MULTIPLE SELECT QUESTION

15 mins • 1 pt

What are some words / Phrases that demonstrate your lack of ability to assist?

I don't know

I don't think so

Umming and ahhhing

Maybe

7.

MULTIPLE SELECT QUESTION

15 mins • 1 pt

What are the rules that can help with effective listening?

Stop talking

Put the other person at ease

Empathise with the other person

Watch your own emotions and be patient

Remove distractions

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