Q1. You are a project manager for a software company and

you need to communicate with your team members who

are working remotely from different locations and time

zones. Which of the following communication tools would

be the most effective for your situation?

A) Email

B) Phone call

C) Video conference

D) Instant messaging

Correct answer: C) Video conference

Rationale: Video conferencing allows you to see and hear

your team members, which can enhance the clarity and

richness of your communication. It also allows you to share

visual aids, such as slides or diagrams, and to get

immediate feedback from your team. Email, phone call,

and instant messaging are less effective because they lack

some of these features.

Q2. You are a customer service representative for an online

retailer and you receive an angry email from a customer

who claims that their order was delayed, damaged, and

incorrect. How should you respond to the customer's

email?

A) Apologize for the inconvenience and offer a full refund

or replacement.

B) Explain the reasons for the delay, damage, and error and

ask the customer to be more understanding.

C) Ignore the email and hope that the customer will forget

about it.