How can you motivate others to seek guidance?

A. emphasize changing behaviors rather than people

B. provide incentives that are challenging yet attainable

C. use personal visits as an opportunity for employee feedback, support, and mentoring

D. Evaluate performance of team members and provide support to facilitate optimum performance

Which three actions can you take to reduce the risk of customer conflict? (Choose three)

A. be respectful

B. do not interrupt

C. let the customer vent

D. change your rate of speech

E. change the tone in your voice

What deductive reasoning based on?

A. Internet research

B. Future trends predication

C. Logical steps and analysis

D. A general consensus of opinion

Which four factors are important when dealing with an individual's performance problem? (Choose four)

A. timeliness

B. personality

C. consequences

D. specific details

E. performance responsibility

What are three steps in an employee gap analysis? (Choose three)

A. identify employee skills

B. list the skills of each employee and compare them to each other

C. compare the job skills for the employee's current position to the skills required for the next job level.

D. Compare the variance in an employee's current skills to the required for a specific job for which an employee is being considered (or the employee's current position)

After assessing the need for organizational development, which statement best explains what a manager must do?

A. trend and report the change

B. delegate and assign new tasks

C. plan and implement the change

D. implement and review the new change

What is a best practice for providing direction and focus under chaotic circumstances?

A. Advise staff that big changes are imminent.

B. Assure staff that everything is fine.

C. Empathize with your team members.

D. Offer unpaid leave to your staff.

What must be included in an IT change management process?

A. Any cross-cultural communication issues must be addressed.

B. The possible risks of the proposed change must be assessed.

C. The service level agreement must be modified to include the change.

D. The support center must commit to the change even if it fails.

What is the primary purpose of problem management?

A. The primary purpose of problem management is to eliminate the cause of incidents.

B. The primary purpose of problem management is to reduce the number of incidents.

C. The primary purpose of problem management is to resolve incidents quickly.

D. The primary purpose of problem management is to restore normal service.

What is the primary difference between incident management and problem management?

A. Problem management deals with conflicts within service level agreement; incident management is independent of the service level agreement.

B. Problem management finds and eliminates the underlying causes of incidents; incident management resolves incidents as quickly as possible.

C. Problem management is focused on helping customer; incident management is focused on processes and procedures.

D. Problem management prevents customers fromcalling ;incident management handles calls when customers do call