Politely end the discussion with the customer before doing your best with the display and rushing over to support on the till.Not EffectiveSlightly EffectiveFairly EffectiveEffectiveVery EffectiveCarry on advising the customer until the conversation has run its course before moving onto the other tasks.Not EffectiveSlightly EffectiveFairly EffectiveEffectiveVery Effective

Politely end the discussion with the customer before assisting at the till. Once the queue has eased off, spend time making the display look good.Not EffectiveSlightly EffectiveFairly EffectiveEffectiveVery Effective

List two best practices for effective communication.

Read the work situation below and choose the statements that are LEAST EFFECTIVE and MOST EFFECTIVE to you.Work Situation:Pat is one of the more productive workers in the Information Technology department. He is organized, works hard, and is bright. He also has a reputation in the department for not being very social and does not interact much with other employees. Today in the break room, Jacob sees Pat sitting by himself drinking coffee. If you were Jacob, which responses would be the most effective and least effective?Choose OneLEAST EFFECTIVEStatement Choose OneMOST EFFECTIVEInvite Pat over to the table where you usually sit with some other employees from your unit. Suggest to Pat that you both move to a table with some of his coworkers from Information Technology. Ask Pat if he would mind if you sat with him for lunch and then pull up a chair if he says it is okay. Smile and nod at Pat as you walk to your usual table, as you don’t want to make him uncomfortable; if he wanted company he wouldn’t sit alone. BackNext

You’re the only person on the tills, and the queue is getting longer. You know your other colleagues are busy with customers, or are in the stockroom, but you also know these customers here must be served.Please tell us how effective you think each of these approaches would be: 83%Ring the bell which calls your colleagues to the till, as you want to reduce the queue as fast as possible.Not EffectiveSlightly EffectiveFairly EffectiveEffectiveVery EffectiveApologise to the customers and explain that you are reducing the queue as quickly as possible.Not EffectiveSlightly EffectiveFairly EffectiveEffectiveVery EffectiveAssess how long the queue is, as you know how busy your colleagues are and you don’t want to disturb their tasks unless necessary.Not EffectiveSlightly EffectiveFairly EffectiveEffectiveVery EffectiveNEXT

Read the work situation below and choose the statements that are LEAST EFFECTIVE and MOST EFFECTIVE to you.Work Situation:Jamie is the manager of 9 front-line supervisors. He is aware that some problems have begun to surface among the supervisors. He has decided to bring the supervisors together and try to get things out in the open. Not long after the meeting starts, a number of disagreements emerged among the supervisors and the mood became argumentative. If you were Jamie, which responses would be the most effective and least effective?Choose OneLEAST EFFECTIVEStatement Choose OneMOST EFFECTIVEBring the meeting to a close quickly before things can get more out of hand. Keep the meeting going but be ready to shut it down if things get too hostile. Let whatever happens happen; sometimes conflict is needed to resolve difficult issues. Remind the supervisors that the goal of the meeting is to work through the conflicts and hope the atmosphere improves. BackNext