PERSONALITY DEVELOPMENT

Name: _____________________________ Score: _________ Date: __________________

Part 1
PROFESSIONAL TELEPHONE TECHNIQUES

You are the voice of your organization when you are on the telephone. You represent your manager and your
company every time you answer the phone. Take the quiz below to test your skill and confidence.

True or False
______ 1. It is okay to keep someone waiting on the phone while you attend to another equally important task.
_______2. You should actually smile when you answer the telephone.
_______3. If nobody is around to answer a ringing phone and it is not your assigned job, the best thing
to do is to let it ring.
_______4. It is not acceptable to return a call. If the call was important, the calling party will try again.
_______5. If a caller is rude, it is your right to be equally snippy.
_______6. You should identify yourself by name when answering a business related telephone call.
_______7. If business is slow, it is perfectly acceptable to make personal calls to your friends.
_______8. It is important to communicate a sincere interest in the caller and the information that is being
requested or provided.
_______9. The conversation should be ended in an upbeat manner, with the summary of any action to be
taken.
_______10. When you are upset, it is possible to communicate a negative attitude over the phone
without realizing it.

Part 2
EFFECTIVE COMMUNICATION

Do you know how to effectively send a message?

If you do, see if you can identify the true statements below by writing TRUE before the given statement.

______1. You should try to impress all the costumers about how knowledgeable you are.
______2. You should always strive to assure the self-esteem of your guest.
______3. Repeating the message back to the customer can help eliminate misunderstanding.
______4. Good eye contact with a guest is rarely important.
______5. When sending a message, it is important to use words that are easily understood.
______6. Silence on the part of a client or guest usually indicates understanding and acceptance of the
message.
______7. The more you talk, the better you are in communicating.
______8. Effective communication skills are inborn.
______9. Following up a verbal message with a written message can often facilitate effective
communication.
______10. When coaching or helping a customer or fellow employee, you should focus on behaviour, not
on personality.
______11. Your tone of voice communicates as much, or more, of the message as words themselves.
______12. Your body language sends direct messages to other regardless of what you are saying.
______13. Misunderstanding a customer request is really not a serious problem.
______14. Effective communication with guests or clients is more important than effective
communication among fellow employees.
______15. Good employees keep their supervisors well-informed at all times.
 ANSWER KEYS

PART 1
1. F
2. T
3. F
4. F
5. F
6. T
7. F
8. T
9. T
10. T

PART 2
1. F
2. T
3. T
4. F
5. T
6. F
7. F
8. F
9. T
10. T
11. T
12. T
13. F
14. F
15. T