Unit 202: Principles of providing administrative services

What should you be aware of when communicating on the telephone?

• Be aware of your tone and clarity.

• Focus on the background noise.

• Consider the time of the call.

• Think about the phone model.

Why is it important to avoid using slang expressions or jargon during a telephone call?

• To ensure clear communication

• To sound more professional

• To avoid misunderstandings

• All of the above

What is a good practice to use during a call, even with regular callers?

• Always introduce yourself

• Skip introductions

• Talk about personal matters

• Ignore the caller's name

It is necessary to adapt your communication to accommodate language difficulties because:

• it helps in better understanding and reduces miscommunication.

• it is a legal requirement in many countries.

• it shows respect for cultural diversity.

• it is a part of professional etiquette.

What should you do if you are not sure about any points during a conversation?

• Ask for clarification

• Ignore the point

• Change the subject

• End the conversation

What are open questions and what do they encourage?

• Open questions are those that can be answered with a simple 'yes' or 'no' and they encourage limited responses.

• Open questions are those that require more than a one-word answer and they encourage detailed responses.

• Open questions are those that have a single correct answer and they encourage memorization.

• Open questions are those that are used in closed settings and they encourage privacy.

Closed questions are likely to get a response of:

• a detailed explanation

• a simple yes or no

• a question in return

• an unrelated answer

Probing questions are used for:

• Gathering detailed information

• Providing answers

• Summarizing content

• Ignoring details

Active listening means:

• Hearing what someone says without responding

• Ignoring the speaker's words

• Fully concentrating, understanding, responding, and remembering what is being said

• Only listening to the words, not the tone

What is important to do when taking a message if the person required to answer the query is not available?

• Take detailed notes and contact information

• Ignore the message

• Tell the caller to call back later

• Transfer the call to another department