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ISA Utility Specialist (Ch. 7: Communications)2024/2025 already graded A+
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ISA Utility Specialist (Ch. 7: Communications)2024/2025 already graded A+

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  • January 15, 2024
  • 4
  • 2023/2024
  • Exam (elaborations)
  • Questions & answers

Subjects

  • isa utility specialist
  • without messages can have multiple me
  • negotiation uses the best aspects from
  • the has been adopted by most states r
  • because customers are well informed expect profe

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ISA Utility Specialist (Ch. 7:
Communications)

Without __________, messages can have multiple meanings. - ANScontext

When communicating, a person's experience & __________ will influence how the person
reacts. - ANSperceptions

Communication is both verbal & nonverbal. When a customer is confronted with contradictory
information, the person will usually believe the __________ message. - ANSnonverbal

Actively __________ can facilitate understanding a customer's perceptions and demonstrate the
utility representative's sincere interest in a customer. - ANSlistening

__________ negotiation uses the best aspects from both hard & soft bargaining. -
ANSinterest-based

When trying to negotiate mutually agreeable solutions & gain commitment based on customer
interests, the focus should be on __________, no on specific individuals. - ANSissues

Tree replacement programs are an important aspect of many utility customer relations programs
& focus on selecting: - ANSthe right tree for the right place

Measuring customer satisfaction by the number of __________ received is a very reactive
approach to customer relations. - ANScomplaints

The __________ has been adopted by most states & regulatory bodies throughout the U.S. as
the recognized document providing safety provisions for those working with or near electric
supply equipment. - ANSNESC
(National Electrical Safety Code)

Because most electrical lines are located on private property, utilities typically secure
__________ to facilitate maintenance of their lines. - ANSeasements

Because customers are well-informed & expect professionalism, a __________ __________ is
the best utility representative to discuss line clearance with them. - ANSutility arborist

Contract tree crew members can reduce customer concerns about utility work on their property
by: - ANSdressing & conducting themselves professionally

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