HDI-CSR (CUSTOMER SERVICE REPRESENTATIVE)
EXAM NEWEST 2024-2025 COMPLETE 100 QUESTIONS
AND CORRECT DETAILED ANSWERS (VERIFIED
ANSWERS) |ALREADY GRADED A+
List the three major components of Emotional Intelligence. -
ANSWER- • Self-Awareness
• Emotional Management
• Emotional Connection
Describe Self-Awareness. - ANSWER- Self-Awareness helps to
provide a framework
and foundation in which other competencies
grow upon. This involves self-assessment
of oneself, having self-regard, and being
optimistic.
Describe Emotional Management. - ANSWER- Emotional
Management involves impulse
control of one's emotions and controlling one's
responses. Emotional management involves
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being adaptable and flexible, having personal
drive, and being authentic.
Describe Emotional Connection. - ANSWER- Emotional
Connection involves relationship
building through empathetic listening and
communication.
Describe an emotional hijack. - ANSWER- a perceived threat,
whether it is real or not, from a situation
or person. The Limbic brain "hijacks" the
executive function and thinking brain. It is
sudden, can be ferocious and takes you where
you were not planning to go. An emotional
hijack happens when:
• There is a change in the chemistry of the
brain that does not allow one to think
rationally and clearly, which can last for
up to 18 minutes. There are different
stages that can cause the brain to go
completely blank and revert to fight,
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flight, or freeze.
• The body and brain are flooded with
adrenaline and cortisol (known as the
allostatic load) which can cause one to be
over sensitive and/or tired very quickly.
Explain the impact of an emotional hijack on self and others. -
ANSWER- • Saying things that may be hurtful without
thinking about the consequences
• Not able to respond to a situation
verbally or physically
• Full of natural chemicals that are harmful
for the health of the body and brain
Describe how to manage another's emotional hijack. -
ANSWER- • Make sure the person individual knows
you are on their side to help and/or
resolve the issue
• Be attentive to the underlying emotion in
the conversation through either the vocal
elements used or the tone of the written
word choice
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• When face to face, be aware of the
person's body language; keep the door
open; and, if appropriate, come back
later
• Align yourself with the person/individual
by identifying and stating their felt
emotion with sincerity
• Create an environment of help by using
words like "we" and "us"
• Understanding that the person individual
is frustrated or angry, feeling pressure to
complete their task, and may take that
frustration out on you. Therefore, be
pleasant and understanding.
Identify signs of an emotional hijack. - ANSWER- • Vocal tones
becoming very loud
• A change in the person's body
language
• The person becoming withdrawn,
giving little or no feedback
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