You Can Convey a Positive, Professional Image on the Phone

question 76

Multiple Choice

You can convey a positive, professional image on the phone by

• A) eating a quick snack to keep up your blood sugar.
• B) putting the caller on hold if you get another call.
• C) using your natural voice, but making sure you don't sound bored.
• D) using your time efficiently by keeping your email on the screen.
• E) using frowns and eye rolling to let off steam when annoyed.

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Definitions:

Social Learning Theory

A theory that posits people learn new behaviors and information by observing and imitating others, also taking into account the reinforcements or punishments that follow these behaviors.

Private Speech

The self-directed speech of children that is used to guide their own thoughts and behavior, often seen in the context of learning or problem-solving.

Effective Communicators

Individuals who are able to express ideas and messages clearly and efficiently both verbally and non-verbally, resulting in successful transmission and understanding of information.

Social Learning Theory

A theory that posits people learn from one another, via observation, imitation, and modeling.