1) What is the most important factor in addressing Clients Concerns? a) Jumping to Conclusions b) Predicting What the Client Needs c) Active Listening d) Answering Questions Immediately 2) What is a good way of getting ahead of client concerns?  a) State Expectations Upfront b) Guess why the Client is Upset c) Share possible issues ahead of client communication 3) What is NOT an example of active listening? a) Eye Contact b) Reflecting c) Closed Posture d) Empathy 4) What should you do once the conversation is finished? a) Call A Friend to Gossip b) Follow-Up c) Grab A Drink d) Scream 5) What's a good approach to a difficult situation? a) Ignoring what the other person has to say b) Disregarding another person’s feelings c) Using their position to coerce and manipulate d) Positive approach to the situation and emphasise your desire to find a solution

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