Question 1

Which phrase is commonly used to express empathy in a complaint situation?

Accepted Answer

I understand how you feel.

Answer

Can I offer you an alternative?

Answer

Let me solve this for you.

Answer

Thank you for your time.

Question 2

In the report structure template, which section follows 'Actions Taken'?

Accepted Answer

Issues/Challenges (Any problems?)

Answer

Objectives (What I planned to do)

Answer

Next Steps (What to do next)

Answer

Outcomes/Results (What happened?)

Question 3

What does the term 'client' refer to according to the vocabulary?

Accepted Answer

A person or business who pays for your work or service.

Answer

A place where people work

Answer

A type of work or business area

Answer

An opinion or belief about something

Question 4

Which phrase would you use to politely disagree with someone?

Accepted Answer

I see your point, but...

Answer

I agree with you.

Answer

I think we should...

Answer

That's interesting, but...

Question 5

How can you express your frustration with a situation?

Accepted Answer

I completely understand your frustration.

Answer

Let me solve this for you.

Answer

The technician will fix it soon.

Answer

There was a problem with...

Question 6

What is a key action when addressing a problem mentioned in the text?

Accepted Answer

Apologise.

Answer

Pass the blame.

Answer

Delay the response.

Answer

Ignore the complaint.

Question 7

Which phrase indicates a follow-up in business communication?

Accepted Answer

Please follow up on...

Answer

How can I help you today?

Answer

Thank you for your patience.

Answer

I have already reported the issue.

Question 8

What is the purpose of using sequencing language in reports?

Accepted Answer

To clearly outline the order of events.

Answer

To confuse the reader

Answer

To simplify the writing

Answer

To make the report longer

Question 9

What should be included in the report structure template's second point?

Accepted Answer

Objectives (What I planned to do)

Answer

Next Steps (What to do next)

Answer

Issues/Challenges (Any problems?)

Answer

Actions Taken (What I did)

Question 10

What is a polite way to make a request?

Accepted Answer

May I go now?

Answer

I want to leave now.

Answer

Let me leave.

Answer

I have to go.

Question 11

What is the purpose of using modal verbs in communication?

Accepted Answer

To make your language more polite.

Answer

To inform about facts.

Answer

To command someone.

Answer

To express anger.

Question 12

Which phrase would you use to express your opinion?

Accepted Answer

In my opinion...

Answer

What do you mean by...?

Answer

We could try...

Answer

How about...?

Question 13

How should you respond if a technician will fix a reported issue?

Accepted Answer

The technician will fix it soon.

Answer

The issue will take time.

Answer

I have reported the issue.

Answer

There was a problem with...

Question 14

What is a 'perks' in the workplace context?

Accepted Answer

Extra benefits or rewards, such as free meals, discounts, or bonuses.

Answer

A fast-paced work environment.

Answer

A type of work or business area.

Answer

A person you know but not very well.

Question 15

What does 'check-in' mean in a professional communication context?

Accepted Answer

Check on progress.

Answer

Make contact with.

Answer

Ask for updates.

Answer

Ask permission.

Question 16

What is the main purpose of the phrase 'I understand how you feel'?

Accepted Answer

To express empathy towards someone else's feelings.

Answer

To apologize for a mistake.

Answer

To make a suggestion for improvement.

Answer

To provide a solution to a problem.

Question 17

Which of the following is an example of a situation where 'I’ll follow up with you shortly' can be used?

Accepted Answer

To assure someone that you will get back to them with more information soon.

Answer

To inform someone about a decision made.

Answer

To express frustration over an outcome.

Answer

To summarize the main points of a discussion.

Question 18

What is meant by 'Next Steps' in a report structure?

Accepted Answer

It refers to the actions that will be taken after the report is submitted.

Answer

The date the report is due.

Answer

The summary of the report's findings.

Answer

A list of problems addressed in the report.

Question 19

Which phrase would you use to express your opinion politely?

Accepted Answer

In my opinion, we should consider alternative solutions.

Answer

You must agree with me on this.

Answer

This is the only way to do it.

Answer

I think it's wrong to do that.

Question 20

When should you use the phrase 'Thank you for your patience'?

Accepted Answer

When acknowledging someone's understanding during a delay.

Answer

When accepting an apology.

Answer

When presenting a new idea.

Answer

When refusing a request.

Question 21

Which phrase is appropriate for summarizing discussion points in a meeting?

Accepted Answer

Let’s summarise the action points.

Answer

Let me express my frustration.

Answer

I disagree with your point.

Answer

We need a new approach.

Question 22

In a professional email, what would be the purpose of starting with 'Dear (name)'?

Accepted Answer

To address the recipient respectfully and formally.

Answer

To express frustration.

Answer

To make a casual impression.

Answer

To show indifference.

Question 23

When is it appropriate to use the phrase 'How can I help you today?'

Accepted Answer

When offering assistance to someone who needs support.

Answer

When you are in a hurry.

Answer

When you are ignoring someone.

Answer

When you want to complain.

Question 24

What does the term 'informal' refer to in communication?

Accepted Answer

A casual or relaxed way of speaking, often with friends

Answer

A method of writing reports

Answer

An extremely polite way of asking

Answer

A serious or professional way of speaking

Question 25

Which of the following is a key phrase used to follow up on an issue?

Accepted Answer

Let me look into that right away.

Answer

You need to deal with it.

Answer

I’ll ignore that for now.

Answer

That’s not my responsibility.

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