QUESTION 1

1. A technician might escalate an incident to a higher tier because ________.

   		The problem is beyond the technical expertise of the technician
   		The problem requires more privileges to resolve than the technician is currently granted
   		Both
   		None of the above

2 points

QUESTION 2

1. In terms of body language, crossed arms might but a subconscious indication that ________.

   		The listener is cross
   		The listener is happy
   		The listener is ambivalent
   		None of the above

2 points

QUESTION 3

1. When you are truly interested, your eyes often ________allowing more light in so that you can see the other person better.

   		Squint
   		Tear
   		Dilate
   		Blink

2 points

QUESTION 4

1. Excessive smiling might indicate ________.

   		Lack of seriousness
   		Friendliness and warmth
   		Both
   		None of the above

2 points

QUESTION 5

1. Vocal _______ refers to how you use your voice by changing the volume, pitch, and inflection of words.

   		Tone
   		Timbre
   		Speed
   		None of the above

2 points

QUESTION 6

1. Communication is the process of sharing information between two or more people.

   True

   False

2 points

QUESTION 7

1. Kinesics is the study of vocal inflection.

   True

   False

2 points

QUESTION 8

1. In terms of body language, tilting your head to one side might indicate that you understand and are following the other person.

   True

   False

2 points

QUESTION 9

1. In terms of vocal tone, Inflection places emphasis in a different place within a sentence to vary the meaning.

   True

   False

2 points

QUESTION 10

1. An open-ended question is one to which the questioner doesnt know the answer.

   True

   False