PSM Revision - Unit 6

Conflict between what the job requires service staff to do and their own personalities, self-perception and beliefs explains the ___________ conflict.

Tick the boxes that are symptoms of stress.

• Headache

• Restful sleep

• Restless sleep

• Personality changes

• Excellent appetite

Which one of the following is an implication emotional labour has on service employees?

• Express only negative feelings

• Hide all emotions

• Surface acting

• Front acting

Tick the boxes that are strategies to manage emotional stress at work.

• Work harder to clear all the work.

• Put yourself in another's shoes.

• Eat and sleep more.

• Offer help

• Handle customer anger properly

Etiquette in customer service is a __________ that is acceptable to customers and behaviours that encompass expectations customers have.

Which one of the following is NOT a non-verbal communication cue?

• Eye contact

• Be your authentic self

• Nodding

• Pointing at others

Tick the boxes that are techniques to enhance professionalism.

• Build stronger intelligent quotient

• Build mindfulness

• Prevent burnout

• Accept emotional stress and conflicts at work

• Enhance resilience

Which one of the following is NOT a consequence of a burnout?

• Increase in productivity

• Decrease in productivity

• Lack enthusiasm

• Likely to make more errors

Resilience is a person's capacity to respond to __________ and the demands of daily life.

Which one of the following is an approach to build rapport with customer?

• Let the customer speak first.

• Mimic customers' accents.

• Overpromise but under deliver.

• Pronounce customers' names and address them correctly.