HDI SUPPORT CENTER MANAGER –
DEX EXAM QUESTIONS AND ANSWERS
Demonstrate characteristics of an effective leader. - Correct Answers -- Maintaining a
positive perspective
- Encouraging participation and maximizing contributions
- Executing Strategic Plans
Reach optimized levels of performance by: - Correct Answers -- Using recognized
organizational models ,techniques to improve performance
- continual improvement programs initiating rewards.
- Setting goals that are realistic and achievable
D.I.C.E. - Correct Answers -Duration
Integrity
Commitment
Effort
SWOT analysis - Correct Answers -strengths
weaknesses
opportunities
threats
(identify areas to leverage, improve, enhance, and manage)
A balanced scorecard consists of four components: - Correct Answers -- Customer
- Learning & Growth
- Operational Efficiency
- Financial
The four different characteristics of process metrics are: - Correct Answers -- Progress
—in process maturity
- Efficiency—use of resources; e.g., throughput, speed, productivity
- Effectiveness—consistency and accuracy of results (right the first time)
- Compliance—to process and regulatory/legislative requirements
The four reasons for measuring and monitoring are to: - Correct Answers -• Justify that
a course of action is required
• Intervene at a point in time to take corrective action
• Validate previous decisions
,• Direct activities to meet targets
KPI's - Correct Answers -Key Performance Indicators against similar organizations
Provide tactical direction to support team by: - Correct Answers -- Weekly Meetings
- Tactical decisions based on Strategic goals
- One on ones and sharing metrics
Displaying confidence: - Correct Answers -- Removes doubts about competency
- Establishes credibility
- Encourages communication
- Fosters rapport
Describe the differences between management and leadership. - Correct Answers --
Management: executing organization's direction/goals , enforcing rules, CSAT, planning
daily tasks.
- Leadership: creating direction per mission/vision of Org. Activities-coaching,driving org
change,setting goals and obj.
Provide direction and focus under ambiguous or chaotic circumstances by: - Correct
Answers -- Create communication hub for accurate info.
- Empathizing with team members and leveraging your presence to help provide clarity
- Creating an environment in which team members can experience a sense of continuity
and ownership in their work
Identify up and coming leaders by: - Correct Answers -- Seeking those with an
outstanding work ethic and who have proven to be trustworthy
- Looking for effective verbal and written communicators
- Finding people who are sincerely concerned about the business and how the team
functions, not those who are seeking only promotion
- Seeking those with developed critical thinking skills, those who come to you with
problems and possible solutions
The principles of delegation include: - Correct Answers -- Creating trust with the team
Articulating delivery time frames and expectations for assignments
- Ensuring the person assigned the task has the authority, skills, and ability to complete
the task
- Providing support and training as necessary
- Getting an agreement on expectations
- Allowing one to accomplish the task without specifying detailed process requirements
Reasons for delegating include: - Correct Answers -- Making time available to think
more strategically and be less focused on operations
- Growing the team's ability to think critically and solve problems on their own
,Explain how to build relationships with senior management and other department
heads. - Correct Answers -- Actively seek out senior management to talk about support
services
- Proactively volunteer to participate on steering committees, project teams, and
strategic planning sessions to provide the customer and support organization
perspective
Techniques for managing your work life include: - Correct Answers -- Being on time or
early with every assignment or meeting
- Always approaching your manager with solutions, not problems
- Trusting your manager—accepting you may not understand why a specific decision is
made
- Increasing your problem solving and critical thinking skills by taking good physical care
of yourself (e.g., sleep, exercise, eating healthy, etc.)
- Acknowledging those around you for their dedication
- Identifying ways to assist your manager with new projects to build your manager's trust
in you
Emotional Intelligence is: - Correct Answers -- Having the ability to recognize and know
what emotions you are feeling
- Managing your emotions so that they do not overwhelm situations and your thinking
capabilities
- Being able to recognize the emotions that others are feeling
- Helping to manage other's emotions so that they do not overwhelm situations and their
thinking capabilities
- Having the ability to create sincere and authentic relationships that produce value and
productivity
Having Emotional Intelligence prepares the support manager to enable people to feel: -
Correct Answers -- Valued
- Listened to
- Motivated
- Empowered
- Creative
- Safe
The three major components of Emotional Intelligence are: - Correct Answers -1. Self-
awareness
2. Emotional Managements of
Self and Others
3. Emotional Connection
An emotional hijack is recognized by: - Correct Answers -- A change in facial expression
and or body language
- Vocal tones that become very loud, too soft, or diction can become staccato in form
- A person having trouble focusing on the conversation
, - A full blown hijack can last up to 18 minutes
A hijack can be seen in four stages. - Correct Answers -- A trigger, an event that
correctly or symbolically is perceived as a threat.
- A strong emotion.
- An automatic reaction, one that you regret later, after the feelings pass. This reaction
is usually inappropriate to the situation, and often has a negative effect on you, the
other person, or performance.
- Feelings of regret about your reaction. The fourth stage is the default behavior of fight,
flight, or freeze.
To reduce an emotional hijack: - Correct Answers -- Give yourself or the other person
time to normalize (about 15 minutes)
- Consciously count to ten identifying ten items, such as ten songs, ten friends, ten
colors. This engages the thinking part of the brain, which disengages the emotional part.
- Breathe deeply to restore oxygen to the thinking part of the brain
- Ask questions to clarify what happened and understand the other person's intentions
and actions
Ways to become more self-aware include: - Correct Answers -- Participating in a 360-
degree assessment of your strengths and weaknesses
- Having an accountability partner or coach who can help you identify patterns of
behavior that may need to change
- Keeping track of specific patterns that you fall into when reacting to difficult situations
To apply emotional self management: - Correct Answers -- Use your accountability
partner to keep you on track
- Ask more questions when a difficult situation presents itself
- Avoid having meetings when you are either hungry or tired
To apply emotional management to others: - Correct Answers -- Learn to see what
others are truly feeling
- Aid others by listening attentively to their needs and emotions
- Ask them how they would resolve situations, rather than telling them what they should
do
To apply emotional connection competencies: - Correct Answers -- Learn that
communication is a toot between two or more people
- Understand that people are not human doings, but human beings
- Spend time with your people and get to know what motivates and drives them
Explain the principles of negotiation. - Correct Answers -- Determining the underlying
need
- separating the person from the problem
- Practicing active listening — seeking to understand the situation from everyone's
perspective
DEX EXAM QUESTIONS AND ANSWERS
Demonstrate characteristics of an effective leader. - Correct Answers -- Maintaining a
positive perspective
- Encouraging participation and maximizing contributions
- Executing Strategic Plans
Reach optimized levels of performance by: - Correct Answers -- Using recognized
organizational models ,techniques to improve performance
- continual improvement programs initiating rewards.
- Setting goals that are realistic and achievable
D.I.C.E. - Correct Answers -Duration
Integrity
Commitment
Effort
SWOT analysis - Correct Answers -strengths
weaknesses
opportunities
threats
(identify areas to leverage, improve, enhance, and manage)
A balanced scorecard consists of four components: - Correct Answers -- Customer
- Learning & Growth
- Operational Efficiency
- Financial
The four different characteristics of process metrics are: - Correct Answers -- Progress
—in process maturity
- Efficiency—use of resources; e.g., throughput, speed, productivity
- Effectiveness—consistency and accuracy of results (right the first time)
- Compliance—to process and regulatory/legislative requirements
The four reasons for measuring and monitoring are to: - Correct Answers -• Justify that
a course of action is required
• Intervene at a point in time to take corrective action
• Validate previous decisions
,• Direct activities to meet targets
KPI's - Correct Answers -Key Performance Indicators against similar organizations
Provide tactical direction to support team by: - Correct Answers -- Weekly Meetings
- Tactical decisions based on Strategic goals
- One on ones and sharing metrics
Displaying confidence: - Correct Answers -- Removes doubts about competency
- Establishes credibility
- Encourages communication
- Fosters rapport
Describe the differences between management and leadership. - Correct Answers --
Management: executing organization's direction/goals , enforcing rules, CSAT, planning
daily tasks.
- Leadership: creating direction per mission/vision of Org. Activities-coaching,driving org
change,setting goals and obj.
Provide direction and focus under ambiguous or chaotic circumstances by: - Correct
Answers -- Create communication hub for accurate info.
- Empathizing with team members and leveraging your presence to help provide clarity
- Creating an environment in which team members can experience a sense of continuity
and ownership in their work
Identify up and coming leaders by: - Correct Answers -- Seeking those with an
outstanding work ethic and who have proven to be trustworthy
- Looking for effective verbal and written communicators
- Finding people who are sincerely concerned about the business and how the team
functions, not those who are seeking only promotion
- Seeking those with developed critical thinking skills, those who come to you with
problems and possible solutions
The principles of delegation include: - Correct Answers -- Creating trust with the team
Articulating delivery time frames and expectations for assignments
- Ensuring the person assigned the task has the authority, skills, and ability to complete
the task
- Providing support and training as necessary
- Getting an agreement on expectations
- Allowing one to accomplish the task without specifying detailed process requirements
Reasons for delegating include: - Correct Answers -- Making time available to think
more strategically and be less focused on operations
- Growing the team's ability to think critically and solve problems on their own
,Explain how to build relationships with senior management and other department
heads. - Correct Answers -- Actively seek out senior management to talk about support
services
- Proactively volunteer to participate on steering committees, project teams, and
strategic planning sessions to provide the customer and support organization
perspective
Techniques for managing your work life include: - Correct Answers -- Being on time or
early with every assignment or meeting
- Always approaching your manager with solutions, not problems
- Trusting your manager—accepting you may not understand why a specific decision is
made
- Increasing your problem solving and critical thinking skills by taking good physical care
of yourself (e.g., sleep, exercise, eating healthy, etc.)
- Acknowledging those around you for their dedication
- Identifying ways to assist your manager with new projects to build your manager's trust
in you
Emotional Intelligence is: - Correct Answers -- Having the ability to recognize and know
what emotions you are feeling
- Managing your emotions so that they do not overwhelm situations and your thinking
capabilities
- Being able to recognize the emotions that others are feeling
- Helping to manage other's emotions so that they do not overwhelm situations and their
thinking capabilities
- Having the ability to create sincere and authentic relationships that produce value and
productivity
Having Emotional Intelligence prepares the support manager to enable people to feel: -
Correct Answers -- Valued
- Listened to
- Motivated
- Empowered
- Creative
- Safe
The three major components of Emotional Intelligence are: - Correct Answers -1. Self-
awareness
2. Emotional Managements of
Self and Others
3. Emotional Connection
An emotional hijack is recognized by: - Correct Answers -- A change in facial expression
and or body language
- Vocal tones that become very loud, too soft, or diction can become staccato in form
- A person having trouble focusing on the conversation
, - A full blown hijack can last up to 18 minutes
A hijack can be seen in four stages. - Correct Answers -- A trigger, an event that
correctly or symbolically is perceived as a threat.
- A strong emotion.
- An automatic reaction, one that you regret later, after the feelings pass. This reaction
is usually inappropriate to the situation, and often has a negative effect on you, the
other person, or performance.
- Feelings of regret about your reaction. The fourth stage is the default behavior of fight,
flight, or freeze.
To reduce an emotional hijack: - Correct Answers -- Give yourself or the other person
time to normalize (about 15 minutes)
- Consciously count to ten identifying ten items, such as ten songs, ten friends, ten
colors. This engages the thinking part of the brain, which disengages the emotional part.
- Breathe deeply to restore oxygen to the thinking part of the brain
- Ask questions to clarify what happened and understand the other person's intentions
and actions
Ways to become more self-aware include: - Correct Answers -- Participating in a 360-
degree assessment of your strengths and weaknesses
- Having an accountability partner or coach who can help you identify patterns of
behavior that may need to change
- Keeping track of specific patterns that you fall into when reacting to difficult situations
To apply emotional self management: - Correct Answers -- Use your accountability
partner to keep you on track
- Ask more questions when a difficult situation presents itself
- Avoid having meetings when you are either hungry or tired
To apply emotional management to others: - Correct Answers -- Learn to see what
others are truly feeling
- Aid others by listening attentively to their needs and emotions
- Ask them how they would resolve situations, rather than telling them what they should
do
To apply emotional connection competencies: - Correct Answers -- Learn that
communication is a toot between two or more people
- Understand that people are not human doings, but human beings
- Spend time with your people and get to know what motivates and drives them
Explain the principles of negotiation. - Correct Answers -- Determining the underlying
need
- separating the person from the problem
- Practicing active listening — seeking to understand the situation from everyone's
perspective
