Feedback / Active Listening
True or False: Looking at your phone while someone is talking is an active listening strategy.
False. Looking at your phone communicates that you are not listening.
False. Try to use simple language when talking to customers or workers outside of your trade.
When should you write an incident report?
when something unusual happens, equipment is damaged, or someone is injured
What are two things an active listener does?
pays attention, repeats what you said, asks questions (other answers may be possible)
When dealing with a customer's or co-worker's complaint, it is important to ___________ carefully.
listen
How soon should you write an incident report after the event occurs?
within 24 hours
What could a slumping posture communicate?
tired, lazy, not confident (other answers may be possible)
FREE POINTS!
YAY!
What are the four sections of an incident report?
summary (statement), background, event, outcome / action
What are three types of visual feedback?
facial expression, gestures, posture, body language (any 3, other answers may be possible)
If you know that you will not meet a deadline, what should you do?
Communicate with all the people who will be affected by your delay.
What should you avoid in a professional email?
(any of the following) abbreviations, all caps, informal tone (eg. Hey dude!)
What are three types of auditory nonverbal feedback?
pitch, tone, volume
What should you do when dealing with a customer or co-worker complaint?
stay calm, avoid blaming the other person, provide a solution (other answers may be possible)
Describe a good email subject line in 3 words.
clear, brief, specific