Communications
What is the term for exchanging ideas clearly with others so they understand you?
Communication
Which daily tool helps organize tasks and priorities?
Creating a daily To-Do List
Are leaders born, hired, chosen, or made?
Made
“Service Excellence” is giving customers what they want, finding solutions, and giving customers what you want. True or False
False - Service excellence is all about the customer.
There is no more powerful influence in your life than your what_________.
Thoughts
Name one verbal and one nonverbal way to show you are listening.
Verbal — asking clarifying questions
Nonverbal — eye contact or nodding
Which choice below does NOT help manage time: Making a commitment, Setting goals, Taking time for a Time-Out, Creating a daily To-Do List, scrolling social media?
scrolling social media
Name one behavior that shows leadership in a team setting.
Taking initiative or guiding others respectfully
Which phrase demonstrates "ethical responsibility" when serving customers?
“I’m sorry.” or “How can I help you?”
depending on the context of the situation
To build positivity, you must reprogram what and generate what?
-Reprogram negative self-talk
-Generate positive messages
According to the assessment, interpersonal communication connects with which three things?
Ears, Eyes, & Heart
Name two practices that improve time management and reduce stress.
Setting goals & taking Time-Outs
Explain how choosing to listen and brainstorm helps leadership during conflicts.
It models collaboration and helps find solutions
List three actions that show responsibility at work or school.
Do your best
Think before you act
Consider consequences
If 80% of the average 60,000 daily thoughts are what, what is that type?
Negative
Give an example of a short, professional phrase you can use to offer help to a customer.
"How can I help you?"
What simple habit demonstrates initiative related to managing your time?
Taking action (initiative) to start tasks
What’s the difference between being “chosen” and being “made” as a leader?
Chosen implies selection by others.
Made implies developed skills and actions over time.
Why is ethical responsibility important in customer service?
It builds trust
Resolves issues respectfully
Models integrity
Give two short practices a student can use daily to build a positive attitude.
-Replace negative self-talk with positive affirmations
-Practice gratitude
Explain why in most situations we do not fail to communicate but fail to what?
Connect
Describe a brief strategy that uses goal-setting to prioritize a busy day.
List tasks, rank by importance/deadline
schedule time blocks
check off completed items
Provide two steps a student can take to develop leadership skills at school.
Volunteer for responsibilities
Practice decision-making and respectful communication
Describe how “service excellence” and ethics intersect when handling a complaint.
Listen FIRST
apologize if appropriate
offer solutions
follow through — combining empathy and responsibility)
Explain how attitude affects interactions with classmates and customers.
A positive attitude improves approachability, problem-solving, and teamwork
A negative attitude can create barriers