Which two are techniques for communicating cross culturally? (Choose two)
A. Slow the pace at which you speak.
B. Speak carefully and loudly.
C. Tell the customer you are having some difficulty in understanding them.
D. Ask lots of questions to check your understanding, even if it means interrupting them.
What are two benefits of having service continuity sites? (Choose 2)
A. The risk of the business failing is reduced/ removed.
B. Service levels can be maintained.
C. Personnel are transported in and out as required.
D. They are located close to the company headquarters.
E. Staff requirements are taken into account.
What are two key reasons that can cause a team to fail? (Choose two)
A. The team has clear objectives.
B. The team lacks management support.
C. The team is cross-functional.
D. The team has multiple locations.
E. The team has insufficient time allocated for team activities.
Which three are characteristics of a strategically-thinking help desk? (Choose three)
A. Integrated focus.
B. Transactional focus.
C. Proactive focus.
D. Information giving focus.
E. Reactive focus.
As a senior analyst, you have been asked to hold a series of meetings to discuss new initiatives for the help desk. Which two skills/techniques should you use to ensure a satisfactory outcome to this task? (Choose two)
A. Effective demands for respect for your expertise.
B. Effective meeting management.
C. Effective facilitation.
D. Effective highlighting of individual shortcomings.
E. Effective discouragement of humour.
Which two are techniques for communicating cross culturally? (Choose two)
A. Speak carefully and loudly.
B. Ask lots of questions to check your understanding, even if it means interrupting them.
C. Slow the pace at which you speak.
D. Tell the customer you are having some difficulty in understanding them.
What are two ways for an HDSA to help develop a supportive and friendly work environment? (Choose 2)
A. Agree with everything everyone says.
B. Take exclusive responsibility for projects.
C. Participate in and encourage communication.
D. Demonstrate individual responsibility.
What is a purpose of self-help technology? (Choose 1)
A. To help make best use of available staff.
B. To encourage a higher call volume.
C. To help build rapport between support staff and customers.
D. To maintain customers reliance on the help desk.
Which two of the following enables a help desk to provide consistent service? (Choose two)
A. Service levels are based on impact to the business.
B. Problems are assigned to the most knowledgeable person available.
C. Priorities are assigned consistently.
D. Everyone gets the same level of service.
A cross-functional team . (Choose 1)
A. Utilises the resources of one team to cover for a shortage of resources in another team by picking up the additional workload.
B. Exists when members of a project team allow scope creep to divert the efforts of the team.
C. Utilises individuals from multiple groups to maintain an all-round view of a project.
D. Exists when individuals from different groups lose sight of the specific objective because they are focusing on their own objectives.
