384.docx

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1. I pay attention to small details when

completing a task. 2. I find myself struggling to find the right words

to express my thoughts. 3. I use intimidation to get what I want. 4. I check over my work carefully before

considering it complete. 5. I interrupt customers when I have something

important to add. 6. If a person seems to be rambling on or gives

me a long-winded answer to a simple question, I tune him or her out - at least until there's a pause.

7.

I lose my temper.

8.

I do tasks carefully even if no one else will ever see the result.

Always

Often

Sometimes

Rarely

Never

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5

9.

I adjust my tone depending on the communication style of the person I am speaking to.

10. People's reactions tend to take

me by surprise. 11. When I check over people's

work, I notice errors that others miss. 12. I keep track of how long it

takes me to complete specific work tasks.

Always

Often

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Rarely

Never

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5

Always

Often

Sometimes

Rarely

Never

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5

13. When multi-tasking or

switching between duties, I lose track of the little details. 14. I adjust my words according

to the type of person I am speaking to (e.g. using a simpler vocabulary if someone's first language isn't English). 15. I think before I speak. 16. I find it difficult to function

normally when I'm under pressure to meet a deadline. 17. My work suffers when I have

problems in my personal life.

18. Periodically ask my listener if

he or she is following me. 19. Periodically ask my listener if

he or she has any questions. 20. Break the subject down into a

step-by-step process or idea.

Very comfortable

1 21.

Somewhat

Not

comfortable

comfortable

2

3

4

Being confined to a small workspace.

22.

Doing the same basic work day in and day out.

23.

Having your customer calls being recorded.

24.

Having your customer calls monitored by your supervisor.

25.

Having to complete calls/solve customer problems within a strict time constraint.

26.

Being yelled at, insulted or otherwise verbally abused by customers. Very

Somewhat

Not

comfortable

comfortable

comfortable

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2

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5

5

27. Handling intimidation

from customers. 28. Handling several calls a

day. 29. Sitting all day in front of

a computer. 30. Having very little time

for a break between calls. 31. Handling angry clients

who are unhappy with your product or service. 32. Being on the phone with

customers while you can hear other people talking around you. 33. Having to organize your

bathroom and lunch time to fit into the allowed breaks.

Completely Mostly

34. I go out of my way to help

others. 35. Talking to an intimidating

person or an authority figure makes me visibly nervous. 36. I will stop a speaker

immediately if he or she says something about my company's service/business practice that is untrue or exaggerated.

Somewhat

Mostly Completely

true

true

true/false

false

false

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2

3

4

5

37. I pay close attention to a

person's tone of voice when he or she is speaking. 38. Just by a person's reaction,

I can tell which topics are a little too touchy to discuss.

Mostly Completely

true

Somewhat Mostly true/false

false

1

2

true

39.

Completely false

3

4

5

4

5

I am comfortable making my own decisions at work.

40.

My tone of voice tends to change when I am frustrated.

41.

I have been told that I am easy to talk to.

42.

I can tell by a person's tone of voice what he or she is feeling.

43.

No matter how much I disagree with a thought expressed by a customer, I can understand why he or she may think or feel that way.

Mostly

Completely

true

true

44.

If I am nervous or tense you can't tell by my tone of voice - I sound confident.

45.

I have a systematic, step-by-step approach to regular tasks at work.

46.

Insults towards me that I've experienced in the past still bother

Somewhat Mostly Completely true/false

false

false

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2

3

me to this day. 47.

I am known for my efficiency.

48.

I can juggle multiple tasks and still stay organized.

49. I complete tasks long before their deadline. 50. No matter how carefully I practice what I want to say in

my head, it just doesn't seem to come out right. 51. I become anxious when I need to complete a difficult task

on my own. 52. When I have a lot of tasks to tackle at work, I find myself

struggling to decide what to take care of first. 53. Coming up with answers on the spot is one of my

strengths. 59.

I use the skills I already know from using other programs when I have to learn a new program.

60.

When I am struggling with a task at work, I actively seek out advice from more experienced colleagues.