1. What is the theme of this episode? \n
A. Application, concept and mode of mediation (Correct answer) \n
B. Building rapport with conversations\n
C. Techniques for handling grievances and soothing emotions of customers\n
D. Managing the communication skills of mediation \n
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2. In the video, what is the customer doing when the new staff serves the food? \n
A. Leaning on the phone \n
B. Playing mobile games (Correct answer) \n
C. Taking a selfie \n
D. Reading a book \n
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3. What is the main reason for the customer getting angry with the new staff? \n
A. His clothes got wet \n
B. He feels that the new staff is putting the blame on him (Correct answer) \n
C. Wrong order for food and drink\n
D. Lemons are too bitter \n
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4. In trying to intervene and handling the dispute, what mistake does the senior staff make?\n
A. Speak with critical words \n
B. Use subjective words and having a pre-determined standpoint\n
C. Interrupt the customer, without listening attentively \n
D. All of the above (Correct answer)\n
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5. When a customer gets angry with a colleague, which of the following methods is not appropriate if we try to intervene for mediation?\n
A. Ask the customer to calm down first (Correct answer)\n
B. Let the customer to vent his/her emotion \n
C. Listen carefully to the customer's discontentment and opinions\n
D. Use questioning skills to understand more about the case\n
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6. Which of the followings is a "critical" expression?\n
A. "Listen to me, Sir..."\n
B. "Don’t be emotional, Sir..." (Correct answer)\n
C. "My colleague was not intended to wet your clothes indeed…… Sir"\n
D. I'm sorry, Sir\n
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7. Which of the following is not an expression of "having a pre-determined standpoint"?\n
A. " Sir, my colleague is an honest guy, and he cannot have empty words…… "\n
B. "Sir, what makes you have such an misunderstanding?"\n
C. "Do you mind telling me what just happened, Sir? (Correct answer)\n
D. "Sir, there's no reasons for my colleague to talk like that "\n
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8. While a complainant yells at the frontline staff and asks for an apology, the frontline staff think that he has done nothing wrong. Which of the followings is the most inappropriate way to handle the situation?\n
A. Yell back (Correct answer)\n
B. Keep calm, settle one’s own emotions first\n
C. Try to put yourself in others’ shoes and understand the customer's emotions / dissatisfaction\n
D. Try to seek mediation from a third-party (e.g. Other colleagues/ supervisors)\n
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9. Which of the following statements about mediation is incorrect?\n
A. It refers to a third party’s intervention to help the conflicting parties to resolve the dispute through "communication" and "negotiation"\n
B. Compared to legal action, mediation is a more economical way to handle conflicts\n
C. Compared to legal action, mediation is a more time-consuming way to handle conflicts (Correct answer)\n
D. The role of a mediator does not necessarily have to be performed by the company's management\n
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10. Which of the following statements about a mediator's role is incorrect?\n
A. To facilitate the conflicting parties to communicate\n
B. To determine who is right or wrong after fully understanding the case (Correct answer)\n
C. Can be taken by someone within the company or by a third party outside the company\n
D. Should always remain neutral\n