An Investigation of the Effectiveness of a Training Program to Improve

question 45

Multiple Choice

An investigation of the effectiveness of a training program to improve customer relationships included a pre-training and a post-training customer survey. To compare the differences they computed post-training survey score − pre-training survey score. Seven customers were randomly selected and completed both surveys. The results are shown here. What is the value of the test statistic?

• A)1.943
• B)1.895
• C)2.542
• D)2.447

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Definitions:

Listening Skills

The skill of precisely understanding and perceiving messages throughout the communication process.

Questioning Skills

The ability to ask questions effectively, aiming to gather information, clarify doubts, or probe deeper into a subject matter.

Interpersonal Skills

The abilities used by a person to interact effectively with others, including communication, empathy, and conflict resolution.

Nonverbal Behaviors

Communication actions without the use of words, including gestures, facial expressions, and body language.