Objective: Focus on the questions about stress, to formulate your posting and to respond to others.

• CLR 1. Identify and characterize different personalities encountered in a work environment.
• CLR 2. List and explain the various concepts involved in the process of communication.
• CLR 3. List and explain the various concepts involved in the delivery of customer service.
• CLR 4. Describe strategies to establish and maintain positive customer relationships.
• CLR 5. Analyze customer service situations to determine courses of action.