UNICOM CHEMIST TRAINING SCHOOL

END OF MODULE 2 TEST

4TH AUGUST 2022

NAME OF STUDENT

…………………………………………………………………………………………………………………………………..

DURATION: 80 MINUTES

INSTRUCTIONS: THIS TEST CONSIST OF SECTIONS A AND B. ANSWER ALL QUESTIONS IN SECTION A
BY CIRCLING THE CORRECT ANSWER AND TWO (2) QUESTIONS ONLY FROM SECTION B

DO NOT TURN OVER THIS PAGE UNTIL YOU HAVE BEEN TOLD TO DO SO
ALL THE BEST

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1) The following are examples of psychological barriers to communication except

a) Premature evaluation
b) Status difference
c) Noise
d) Anger
2) The following are example of non-verbal communication except
a) Speech
b) Gestures
c) Postures
d) Facial expressions

3) Use of jargons when communicating with a customer is an effective mode of

communicating
a) True
b) False

4) The following are steps to follow in responding to a customer’s query except

a) Exchange pleasantries
b) Respond to the customer
c) Place the customer on hold
d) Establish what the customer needs
5) Under the patient’s charter, requesting for additional information and or clarification
regarding his or her health or treatment which may not have been well understood is the
patients
a) Right
b) Responsibility
c) None of the above
d) All of the above

Choose from the options lettered A to D to answer question 6 to 8

a) Public communication
b) Small group communication
c) Interpersonal communication
d) Intrapersonal communication

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6) The president addressing the whole nation A

7) Students meeting for group discussion B
8) Admiring one’s own beauty D

9) Which of the following is an example of non-verbal communication?

a) Singing
b) Writing
c) Gesture
d) Speech
10) Which of the following is an example of verbal communication?
a) Posture
b) Facial expression
c) Writing
d) Body language
11) Communication is the exchange of information only through writing and speech
a) True
b)False
12) Which of the following is an example of non- verbal communication?
a) Interpersonal communication
b) Intrapersonal communication
c) Public communication
d)None of the above
13) The following are levels of conflicts excepts
a) Intergroup
B) Intragroup
c) Intrapersonal
d) Intrareligious
14) Affective conflict is an example of
a) Intragroup conflict
b) Interpersonal conflict
c) Intrapersonal conflict
d) Intraorganizational conflict
15) Vertical conflict is an example of
a) Intragroup conflict

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b) Interpersonal conflict
c) Intrapersonal conflict
d) Intraorganizational conflict
16) The following are positive effect of conflicts except
a) Reduced quality of decision
b) Real problem that brought the conflict is clarified
c) Results in a sharpened sense of identity and solidarity
d) Reconciles disputing parties
17) The following are the results of unsuccessful resolution of conflict in a group except
a) People disengage from work
b) Personal dislike
c) Wasted talent
d) Increased group cohesion
18) According to Edgar Schein, the following are ways of preventing conflicts except
a) Coordination
b) Control
c) Reward system
d) Goal structure
19) The following describes health behavior of a person
a) Any activity undertaken by a person for the purpose of curing a disease or detecting it in
the symptomatic stage
b) Any activity undertaken by a person believing himself to be healthy for the purpose of
preventing disease or detecting it in the asymptomatic stage
c) Any activity undertaken by a person believing himself to be healthy for the purpose of
detecting it in the symptomatic stage
d) Any activity undertaken by a person believing himself to be sick and preventing the
disease at the symptomatic stage

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20) The following describes illness behavior

a) Any activity by which symptoms are perceived, evaluated and acted upon by a person
who recognizes pain, discomfort or other signs of organic malfunction
b) Any activity undertaken by a person believing himself to be healthy for the purpose of
preventing disease or detecting it in the asymptomatic stage
c) Any activity undertaken by a person believing himself to be healthy for the purpose of
detecting it in the symptomatic stage
d) Any activity undertaken by a person believing himself to be sick and preventing the
disease at the symptomatic stage

21) One of the following is incorrect about stages of illness devised by Edward Allen Suchman
a) Disease experience
b) Dependent patient role
c) Recovery and rehabilitation
d) Assumption of sick role
22) Edward Allen Suchman devised ………. stages of illness
a) 2
b) 3
c) 4
d) 5
23) This describes the phenomenon where the individual accepts that his/her symptoms are
because of illness and are sufficiently worrisome
a) Dependent patient role
b) Sick role
c) Self care
d) Medical care contact

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24) This describes the point where an individual seeks for professional help
a) Dependent patient role
b) Sick role
c) Self care
d) Medical care contact
25. This includes obtaining information about health and illness, doing self-screening exams,
management of one’s illness including self-medication and formulating clear goals and
preferences regarding end-of-life treatment decisions
a) Dependent patient role
b) Sick role
c) Self care
d) Medical care contact
26) This describes how the patient is expected to make every effort to get well
a) Dependent patient role
b) Sick role
c) Recovery and rehabilitation
d) Medical care contact
27) This involves major decisions that must be made by the individual that determines whether
the sequences of stages continue or the process is discontinued
a) Dependent patient role
b) Sick role
c) Recovery and rehabilitation
d) Medical care contact
28) This refers to a situation when a person experience sadness after losing a loved one
a) Grief
b) Bereavement
c) Mourning

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d) Crying
29) This can help people to prepare loved ones for the actual loss but it might not lessen the
pain they feel when the person dies
a) Expectation grief
b) Actual grief
c) Anticipatory grief
d) Elementary grief
30) There are …………. stages of grief
a) 5
b) 4
c) 3
d) 2
31 This describes depression stage in grieving
a) The person may have pangs of distress often triggered by reminders of the deceased
b) The person may feel agitated or weak, engage in aimless or disorganized activities or be
preoccupied with thoughts or images of the person they lost
c) The person may reach out to others and tell their story
d)The person may withdraw, become hostile or express extreme sadness
32) This describes Bargaining stage in grieving
a) The person may have pangs of distress often triggered by reminders of the deceased
b) The person may feel agitated or weak, engage in aimless or disorganized activities or be
preoccupied with thoughts or images of the person they lost
c) The person may reach out to others and tell their story
d) The person may withdraw, become hostile or express extreme sadness
33) This describes the Anger stage in grieving
a) The person may have pangs of distress often triggered by reminders of the deceased
b) The person may feel agitated or weak, engage in aimless or disorganized activities or be
preoccupied with thoughts or images of the person they lost
c) The person may reach out to others and tell their story

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d) The person may withdraw, become hostile or express extreme sadness

34) This describes denial and isolation stage in grieving
a) The person may have pangs of distress often triggered by reminders of the deceased
b) The person may feel agitated or weak, engage in aimless or disorganized activities or be
preoccupied with thoughts or images of the person they lost
c) The person may reach out to others and tell their story
d) The person may withdraw, become hostile or express extreme sadness
35) Conflict is a naturally occurring process and a desirable part of the flow of life
a) True
b) False
36) Conflict can create opportunities that create outcomes and improve relationship by
working toward resolution
a) True
b) False
37) Conflicts can never be resolved
a) True

b) False
38) Health behaviour is any activity undertaken by a person for the purpose of curing a disease
or detecting it in the symptomatic stage
a) True
b) False
39) Expressing grief is how a person reacts to the loss of a patient in the hospital only
a) True
b) False
40) Grieving is an event and not a process
a) True
b) False

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41) Grief is a loss shown in public while mourning is shown in private

a) True
b) False
42) When customers first meet us, they will decide in 11 seconds 11 impressions whether they
like us, dislike us or be indifferent
a) True
b) False
43) 68% of the reasons why customers quit doing business with a company is because of
indifferent attitude by staff
a) True
b) False
44) A closed posture signifies a feeling of receptiveness and friendliness
a) True
b) False
45) In dealing with this type of customer make sure you know your product and services very
well
a) Angry customer
b) Suspicious customer
c) Indecisive customer
d) Know it all customer
46) In dealing with this type of customer one has to reflect back to him/her what he/she has
said
a) Angry customer
b) Suspicious customer
c) Indecisive customer
d) Know it all customer

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47) In dealing with this type of customer try not to put them at their place no matter how
tempting
a) Angry customer
b) Suspicious customer
c) Indecisive customer
d) Know it all customer

48) In dealing with this type of customer one must strive to propose an action plan
a) Angry customer
b) Suspicious customer
c) Indecisive customer
d) Know it all customer
49) The ‘’R’’ in t he HEART acronym means
a) Respect
b) Reason
c) React
d) Revelation
50) Why worry about bad customer service
a) Lack of returning customer may lead to dwindling business
b) Business will improve
c) More empl oyees will be promoted
d) There will be reduction in defection rate

51) This is seen as an attribute of good customer service

a) Quick to make more money from customer
b) Give unequal treatment to all
c) A willingness to sell

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d) An eagerness to learn
52) The following can cause conflict and make customers complain except
a) Frustration
b) Expectation
c) Lack of communication
d) motivated and happy workers
53) In dealing with customer complaints, one has to do the following except
a) Use positive body language
b) justify the issue
c) Be patient and pay attention
d) Empathize
54) They are regarded as the real bosses of a company
a) External customers
b) Internal customers
c) CEOs
d) Directors
55) Customers want the following except
a) Efficient services
b) Responsive services
c) Paid services
d) Consistent services

56) An unhappy customer is likely not to do one of the following

a) Visit your company often
b) switch to a competitor
c) Talk to the press

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d) Tell family and neighbours

57) The following are reasons why customers quit patronizing a company’s services except
a) 1% die
b) 5% move away
c) 14% is due to product dissatisfaction
d) 68% is due to indifferent attitude by staff
58) Good customer service means the following except
a) Treating each customer as an individual
b) Offering choices where possible
c) Going the extra mile to go out with the customer
d) Treating customers with dignity, respect and courtesy
59) The following are examples of internal customers except
a) Colleagues
b) Supervisors
c) staff in functional department in your company
d) A person who has no links with your company and buys from your company
60) The following can help you deal with negative co-workers except
a) Agree to disagree
b) Disagree to agree
c) Try to find a common ground
d) Be proactive by bringing rumours or issues into the open

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SECTION B

1. List 5 possible consequences of ineffective communication

2. Give 5 examples of Physical barriers to communication

3. List 5 benefits of good customer services

4. List 5 ways by which conflicts can be resolved

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PLEASE PROVIDE ANSWERS TO SECTION B HERE

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