Page 53 - FLL Virtual Binder 2018
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9.
When circumstances require you to say “no”, which of the following techniques is effective:
Yield to their feelings by agreeing with them. Then explain your reason and solve the problem.
A.
B.
C.
D. All of the above.
Ask yourself what impact this will have on them and tell them how positive you are.
Yield to their feelings by acknowledging their feelings. Explain your reason. Suggest alternative solutions.
10. Non-verbal communication includes:
A. Facial expression.
B. Tone of voice.
C. Gestures and body movement.
D. All of the above.
Front Line Leadership Module: Performance Management
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