Question 1

What is the key message regarding public service?

Accepted Answer

Public service is a public trust

Answer

Public service is a job

Answer

Public service is optional

Answer

Public service is a requirement

Question 2

Which core pillar of public service refers to doing the right thing even when others are not watching?

Accepted Answer

Integrity

Answer

Neutrality

Answer

Transparency

Answer

Accountability

Question 3

In the 70/20/10 rule of communication, what percentage is attributed to body language?

Accepted Answer

70%

Answer

10%

Answer

20%

Answer

50%

Question 4

What should a public service worker avoid saying when they do not know the answer to a client's question?

Accepted Answer

I don't know sir, ma'am

Answer

That's not my department

Answer

Let me find it out for you

Answer

I'm not sure

Question 5

What does the HEAT technique stand for?

Accepted Answer

Hear, Empathize, Apologize, Take Action

Answer

Hear, Explain, Act, Take responsibility

Answer

Help, Empathize, Assist, Take Action

Answer

Hurry, Empathize, Apologize, Tackle

Question 6

What is a key strategy for managing difficult situations in public service?

Accepted Answer

Empathy is the best tool for de-escalation

Answer

Sticking strictly to policy

Answer

Ignoring client concerns

Answer

Aggression is necessary

Question 7

What is meant by the term 'neutrality' in public service principles?

Accepted Answer

Serving everyone equally, regardless of status and affiliation

Answer

Giving preference based on relationship

Answer

Ignoring certain clients

Answer

Providing uneven assistance

Question 8

What does the Clean Desk Policy suggest about a cluttered desk?

Accepted Answer

A cluttered desk suggests a cluttered mind

Answer

It reflects a lack of professionalism

Answer

It shows creativity

Answer

It indicates hard work

Question 9

How should public service representatives greet clients?

Accepted Answer

With a welcoming greeting like 'Good morning, may I help you?'

Answer

By ignoring them

Answer

With a stern face

Answer

Only if they ask for help

Question 10

What crucial element did Maya Angelou highlight regarding communication's impact?

Accepted Answer

People will forget what you said, but they will never forget how you made them feel

Answer

Policies are paramount

Answer

Words are the most important

Answer

Appearance matters most

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