101.4 - 101.6 questions

Define Attitude :

• the outward reflection of your inner feelings, thoughts, attitudes and values

• routine of behavior that is repeated regularly

• specific and identifiable emotion and/ or reaction you experience and project

• learned behavior that doesn't always happen naturally

Which human characteristic is NOT a combination of your personality

• emotions

• enthusiastic

• goals

• skills

Human Relations is the psychology of getting along with others

• True

• False

Pride in yourself and the assurance that you are behaving with honor and dignity is known as

________ deals with proper conduct in relationship with your employer, co-workers and clients

Good manners are referred to as

• communication essentials

• Generosity
• discretion

• professional etiquette

Apologizing when you make a mistake is a example of

• Commitment

• Integrity

• Polite

Which is an example of commitment?

• preserving through difficult times

• Consistently showing up to work on time every day
• staying home because you are sick

• Arriving late to work every day

How should you adapt communication for a visually impaired client? Mark all that apply

• do not make any changes

• speak slowly and clearly

• lots of hand gestures

• descriptive language

How do you control your emotions with an unhappy client?

• Actively listen, show empathy, remain calm, avoid taking things personally, and focus on finding a solution.
• Argue with the client
• refuse service

• React emotionally