Exam (elaborations)
ISA Utility Specialist (Ch. 7: Communications)2024/2025 already graded A+
- Course
- Institution
ISA Utility Specialist (Ch. 7: Communications)2024/2025 already graded A+
[Show more]
Seller
Follow
Ashley96
Reviews received
Content preview
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
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller Ashley96. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for CA$14.39. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
72042 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy study notes for 14 years now