1. What is the theme of this episode?\n
A. Applying different communication skills on different customers \n
B. Building rapport with conversations\n
C. Managing the communication skills of mediation (Correct answer)\n
D. Techniques for handling grievances and soothing emotions of customers\n
\n
2. The key to effective mediation is? \n
A. Mediator’s communication skills\n
B. The wills of the conflicting parties to resolve the problem\n
C. Communication skills of the conflicting parties\n
D. All of the above (Correct answer)\n
\n
3. During the mediation, the store manager makes use of skills to build rapport at the very beginning. In doing this, which of the following descriptions is incorrect?\n
A. Listening attentively: Make the other person feel respected\n
B. Seeking common ground while reserving differences: taking the initiative to point out the common desire of both sides to solve the problem\n
C. Standing firm for he thinks is right: bring up the possible option of reviewing CCTV footage to prove the innocence of the front-line staff\n
(Correct answer)\n
D. Putting oneself in others’ shoes: Be empathic, to understand the feelings of others \n
\n
4. What kind of communication skills does the store manager demonstrate to show that he is listening attentively?\n
A. When talking to the complainant, leans forward slightly, carry a serious and deliberate facial expressions\n
B. Nods from time to time and stays focused on listening \n
C. Gives receptive responses, e.g., "Yes, I understand."\n
D. All of the above (Correct answer)\n
\n
5. Which of the followings is the most accurate description of the skill of "reframing a speech"?\n
A. Paraphrase the main points of what have been heard (correct answer)\n
B. Repeat words of others for three times \n
C. Repeat exactly what have been said by others\n
D. None of the above\n
\n
6. The store manager deploys communication techniques to facilitate communication of both parties, in doing this, which of the following descriptions is incorrect?\n
A. Ask the complainant questions to understand the case better \n
B. Ask the new staff questions to make sure both parties having similar understandings on the case\n
C. Avoid interrupting the conversations\n
D. Limit the speaking time of both parties in advance (Correct answer)\n
\n
7. What kind of communication skills does the store manager demonstrate to handle the emotions of both parties?\n
A. Have good psychological preparations in advance: let the new staff know that he will be listened and guide him to express their opinions in a most peaceful and unemotional way\n
B. Deal with emotions first: take the first move to reflect the customer’s feelings on the unpleasant dining experience and sincerely show empathy for that\n
C. Extend the olive branch: take the initiative to ask customers to express their views first\n
D. All of the above (Correct answer)\n
\n
8. What are the general characteristics of the expressing "with emotions"?\n
A. Speak loudly\n
B. Speak fast\n
C. Use negative words\n
D. All of the above (Correct answer)\n
\n
9. Which of the followings is not the purpose of mediation?\n
A. To better understand the cause of the conflict\n
B. To determine who is right or wrong, and who is the winner or loser (Correct answer)\n
C. To reach a consensus\n
D. To solve problems together\n
\n
10. Which of the following statements is most accurate in describing complaints handling?\n
A. The responsibilities fall on the frontline staff\n
B. It’s an opportunity for the frontline staff and management to work together, for enhancing communication, building relationships and improving service with the customers (Correct answer)\n
C. The customer is always right and the frontline staff should apologize right away when a complaint is received\n
D. The frontline staff should master complaint handling skills and have all the complaints fully settled immediately\n
\n