IT195 Customer Service Skills for the Service Desk Professional - Chapter 8 - NO TRUE/FALSE

Which is correct about leadership?

An effective leader enables the team to achieve its full potential by removing obstacles and by sharing leadership responsibilities as needed.

Which is true about conflict?

Conflict can arise as a result of the stress that is inherent in a service desk setting. Conflict is a normal part of human interaction and when approached positively, can produce creative and innovate results.

Which is true about teams?

Each of the team player styles discussed in this chapter serves a purpose and stands out in different times during the stages of a team's growth.

____ includes the ability to recognize and manage one's emotions and the emotions of others, motivate oneself and restrain impulses, and effectively handle interpersonal relationships.

Emotional intelligence

Which is true about feedback?

Employees must provide feedback to other employees. Employees must provide feedback to supervisors and team leaders. Supervisors must provide feedback to employees.

When working on a multi-generational team, which group of people tend to believe a high-performing team is composed of strong members who focus on delivering individual results?

Generation X

Which group of people are apt to question authority, will stay with an employer only when they are being offered a variety of experiences, and seek a balance between their work and personal lives?

Generation Y

What should you remember when faced with conflict?

It is better to keep to the issues of the discussion.

What is something you should do when you are new to a team?

Learn the lingo or vocabulary of the new team.

Which is true when developing working relationships with teammates?

Listen actively to your teammates, as you would to your customers.

Which is true about team performance?

Team performance is only as good as the performance of the analysts on the team.

Which is true about a team's development?

The best teams accept and embrace change by taking a step back to the forming stage to clarify the team's purpose and members' roles and responsibilities.

Which is a reason that technical support lends itself to a team setting?

The sheer number of available products. The need for business knowledge. The need to use resources efficiently and effectively.

During the forming stage of a team, who will push the team to set high standards?

a challenger

During the performing stage of a team, who will encourage the team to stay focused on its goals, and, when needed, revisit its goals in an effort to continuously improve?

a collaborator

Which is a metric typically generated by an e-mail response system?

average number of exchanges

According to the Tuckman Teamwork Model, during which stage are the team members on their "best behavior" and trying to avoid conflict?

forming

What are measurable objectives for analysts that support the service desk's mission called?

individual performance goals

According to the Tuckman Teamwork Model, which stage has the team members starting to take ownership for the team's performance and beginning to have confidence in the team's abilities?

norming

According to the Tuckman Teamwork Model, during which stage is the team achieving its goals and are the team members participating fully in team activities?

performing

What is the percentage of closed incidents that had to be opened back up within a given time period?

reopen %

What is the percentage of incidents an analyst resolved compared to the total number of incidents that an analyst handled during a given time period?

resolution %

What are measurable objectives that support the service desk's mission called?

service desk goals

What is a person called who contributes to a group's success by cooperating freely and communicating openly with the others in the group?

team player

A ____ team is a group of people who work across time, space, and organizational boundaries.

virtual