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Test Tactical handling of verbal aggression

QUESTION 1: What is a technique for de-anonymizing the conflict mentioned in the text?

Ignore the customer and keep your distance
Introduce yourself by name and personalize the meeting
Respond with the same verbal aggression
Transfer the call to another department

QUESTION 2: What effect does saying the customer’s name and formally introducing yourself have?

Increased aggression
Removes the shield of anonymity and reduces aggression
Creates workplace conflict
Forces a service interruption

QUESTION 3: What is the purpose of making assistance contingent on maintaining a respectful tone?

Punishing the user
Avoiding accountability
Stop the escalation of violence and protect the operator’s dignity
Delaying the technical solution

QUESTION 4: What should the mediator do when a tenant becomes abusive over a property defect?

Continue assisting without mentioning the insults
Respond with insults
Pause the conversation and warn that the team will be sent only if the dialogue continues without outbursts
Ignoring the repair request

QUESTION 5: According to the text, what does interrupting the abusive pattern protect?

Company policies
Business profitability
Customer privacy
Preserves the operator’s dignity and forces the other party to recalibrate their attitude

QUESTION 6: Why is tolerating abuse counterproductive for the business?

Because it disrupts the employee's mental balance and hinders logical reasoning
Because it immediately reduces sales
Because it forces you to hire more staff
Because it increases negative publicity

QUESTION 7: What is an example of an empathetic phrase suggested in the text?

I’m sorry for the inconvenience, but I can’t help
It’s not my problem
You must calm down or we will cancel your service
I understand your frustration; the assigned specialist will speak with you, and my sole purpose is to work with you to find a solution

QUESTION 8: What is the mediator seeking to establish by communicating that assistance depends on compliance with civic norms?

Making assistance conditional and shifting the responsibility for cooperation to the user
Relieving the user of responsibility
Avoiding fixing the problem
Immediately escalate the call to supervision

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