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Assignment 1, Continued - 14261_186
1-23. When  a  contact  point  representative reacts adversely to a customer, the representative  is  most  often reacting  to  which  of  the  following characteristics  of  the  customer? 1. Speech 2. Attitude 3. Gestures 4. Appearance 1-24. Assuming  that  an  individual possesses  certain  characteristics because  of  ethnic  origin  defines what term? 1. Jumping  to  conclusions 2. Stereotyping 3. Prejudice 4. Racism 1-25. Which  of  the  following  personal characteristics  interferes  with effective    communication? 1. Cultural   differences 2. Physical  problems 3. Speech  habits 4. Each of the above 1-26. When  a  customer  is  having difficulty  understanding,  which  of the  following  speech  habits  should increase   understanding? 1. Speaking very quickly 2. Speaking more distinctly 3. Speaking  in  an  exaggerated accent 4. Speaking  in  the  customer’s dialect 1-27. When  a  customer  requests  something that  must  be  denied,  expressing your  agreement  with  a  customer  on current  Navy  policy  could  increase which  of  the  following  customer reactions? 1. Anger 2. Irritation 3. Loss of respect 4. Resentment  or  frustration 1-28. The duties, responsibilities, authority,  distinctions,  and relationships  of  various  commands, officials,  and  individuals  are outlined  in  which  of  the  following publications? 1. Standard  Organization  and Regulations  of  the  U.S.  Navy 2. Naval  Military  Personnel  Manual 3. Manual  of  the  Judge  Advocate General 4. United  States  Navy  Regulations 1-29. Who  is  responsible  for  making changes  to  U.S.  Navy  Regulations? 1. Secretary  of  Defense 2. Secretary  of  the  Navy 3. Chief  of  Naval  Operations 4. Chairman,  Joint  Chiefs  of  Staff 1-30. What  publication  issues  regulations and  guidance  governing  the  conduct of all U.S. Navy members? 1. Manual  of  the  Judge  Advocate General 2. Manual  for  Courts-Martial 3. Standard  Organization  and Regulations  of  the  U.S.  Navy 4. U.S.  Navy  Regulations 1-31. Under  the  authority  of  the  Military Justice Act, who issued the Manual for  Courts-Martial? 1. Secretary  of  Defense 2. Secretary of the Navy 3. Chief  of  Naval  Operations 4. President  of  the  United  States 1-32. Information  concerning  limitations on punishments imposed at NJP is contained  in  which  of  the  following publications? 1. Corrections  Manual 2. U.S.  Navy  Regulations 3. Manual  for  Courts-Martial 4. Naval  Military  Personnel  Manual 3

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