VETEXAM3

Question 1

guidelines and procedures for doc production

Answer 1

ensures forms and letters are written consistantly and professionly

Question 2

guidelines and procedures for doc production inlude

Answer 2

• visible company letter head
• formal business letter structure
• letters signed and dated

Question 3

document formatting & filing

Answer 3

using words to create headerfooter and templates

Question 4

letter structure

Answer 4

letter head at top centre, date address of reciever, salutation, subject line,body, inclosure,signiture, identity and attachments

Question 5

email structure

Answer 5

subject line, salutation, intro, body, closure

Question 6

methods of communicating

Answer 6

face to face, over the phone, email, ltters, message, social media

Question 7

verbal communication

Answer 7

be concise
direct
avoid info overload
be positive
limit slang

Question 8

internet of things IoT

Answer 8

interconnection via the internet of computing devices embedded in everyday objects, enabling them to send and receive data.

Question 9

tips for effective speaking skills

Answer 9

• articulation : take time n care to speak clearly and not mumbly
• pronounciation: ensure its correct
• choose words carefully: choose familar words
• pace yourself: be concious of the speed your at

-tone
-volume

Question 10

listening skills

Answer 10

pay attention
show body lang
provide feedback
respond appropriately

Question 11

questioning techniques - open ended

Answer 11

seeking longer n more infrmative responses

Question 12

questioning techniques - closed questionns

Answer 12

only answered with a yes or no

Question 13

questioning technqiues: leading questions

Answer 13

to get the respondent around your way of thinkimg by assumptions, “how late will the saes report be?” or personal appeal, “ the new process is more effiecient dont you think?”

Question 14

questioning tecniques: probing questions

Answer 14

anoter way to find out more detail like asking for examples or additional info

Question 15

comm styles - passive

Answer 15

quiet and don’t seek attention.
avoids conflict but easy going

Question 16

comm styles - passive agressive

Answer 16

indirectly expressing negative feelings instead of openly addressing them

Question 17

comm styles - aggressive

Answer 17

expressing your feelings and opinions strongly and as they occur.

Question 18

comm styles - assertive

Answer 18

the ability to directly state your feelings and needs in a respectful manner uses ‘will’ and ‘I’

Question 19

comm styles - manipulative

Answer 19

deciet and influence to control other pple and situations