HDI SCTL Certification Standards Test with Answers Rated A
An ettective leader is:
• Focused and Strategic: Thinks strategically and sees the
big picture. Executes plans and understands how to in-
spire and motivate team members.
• Proactive and Drives Initiative: Anticipates problems,
Identify the characteristics of an ettective leader. seeks out new solutions, and initiates positive action.
• People-Oriented: Focuses on the strengths of the people
and leverages relationships. Delegates and encourages
everyone to be creative and take initiative.
• Positive: Has a positive attitude despite the challenges
encountered.
Exhibit personal accountability by:
• Seeking out a mentor • Following standard operating
procedures (SOPs)
• Working with your manager to create a workplace that
Explain how to exhibit personal accountability recognizes and rewards accountability and employee en-
gagement
• Participating in continuous improvement programs •
Modeling behaviors that strive to reach realistic and
achievable goals
Displaying confidence:
• Removes doubts about competency
Explain the importance of displaying confidence • Establishes credibility
• Encourages communication
• Fosters rapport
Management is ettectively executing the organization's di-
rection and goals. Management activities include measur-
Explain the ditterences between management and lead- ing customer satisfaction, monitoring team performance,
ership enforcing the rules of the organization, and planning daily
tasks and activities.
, HDI SCTL Certification Standards Test with Answers Rated A
Leadership is creating direction according to the mission
and vision of the organization. Leadership activities in-
clude coaching, driving organizational change, and set-
ting goals and objectives
To lead by example means to:
• Act as a role model for the level of performance and
Explain what it means to lead by example
professionalism expected
• Work within the policies and standards set for the team
Emotional Intelligence is:
• 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
Define Emotional Intelligence • 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 capabili-
ties
• Having the ability to create sincere and authentic rela-
tionships that produce value and productivity
Emotional Intelligence is important in the team leader's
Explain why Emotional Intelligence is important in the role because it directly attects the mood of the team and
support center team lead role therefore directly attects the customer and the way they
are treated.
The three major components of Emotional Intelligence
are:
Explain the major components of Emotional Intelligence. 1. Self-Awareness
2. Emotional Managements of Self and Others
3. Emotional Connection
Describe emotional hijack.
, HDI SCTL Certification Standards Test with Answers Rated A
An emotional hijack is recognized by:
• 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 hijack can be seen in four stages. The fourth stage
being default behavior of fight, flight, or freeze.
• A full blown hijack can last up to 18 minutes
A hijack can be seen in four stages:
• A trigger, an event that correctly or symbolically is per-
ceived as a threat.
• A strong emotion.
• An automatic reaction, one that you regret later, after the
Describe the four stages of an emotional hijack.
feelings pass. This reaction is usually inappropriate to the
situation, and often has a negative ettect 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:
• 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
Identify ways to reduce an Emotional Hijack. 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
Describe Self-awareness.
, HDI SCTL Certification Standards Test with Answers Rated A
Self-awareness is one's ability to be an objective observer
of their own emotional experience. It requires the ability
to think cognitively about ones emotional experience as
opposed to simply having the emotion and manifesting
it.
Self-awareness competencies are:
• Self-Assessment • Self-Regard • Personal Drive
Emotional Management requires that Self-awareness be
practiced well and that one recognize their emotions as
well as practice ways to keep the more challenging emo-
tions in check.
It is the ability to recognize emotions in others through
Describe Emotional Management of self and others.
body language, tone, and facial expressions and then
help the other person manage their more challenging
emotions.
Emotional Management competencies are:
• Optimism • Impulse Control • Adaptability and Flexibility
Emotional Connection is the ability to create productive
connections with those around you by practicing a sincere
Describe Emotional Connection Competencies. desire to understand others motives and intentions. Emo-
tional Connection Competencies are: • Coaching Others •
Communication • Empathy • Authenticity
Promote strong service ethics by: • Demonstrating will-
ingness to help support statt • Understanding customer
Explain how to promote strong service ethics
perspective and weighing actions and decisions against
corporate ethical standards
Describe the "Past" phase in the evolution of the support Past- • Entry level - low-skilled statt • Reactive • Pa-
center per-based systems • Phone-based systems: voice and fax
Present: • Proactive • Automated incident logging and
tracking systems • Internet and web-based systems •
An ettective leader is:
• Focused and Strategic: Thinks strategically and sees the
big picture. Executes plans and understands how to in-
spire and motivate team members.
• Proactive and Drives Initiative: Anticipates problems,
Identify the characteristics of an ettective leader. seeks out new solutions, and initiates positive action.
• People-Oriented: Focuses on the strengths of the people
and leverages relationships. Delegates and encourages
everyone to be creative and take initiative.
• Positive: Has a positive attitude despite the challenges
encountered.
Exhibit personal accountability by:
• Seeking out a mentor • Following standard operating
procedures (SOPs)
• Working with your manager to create a workplace that
Explain how to exhibit personal accountability recognizes and rewards accountability and employee en-
gagement
• Participating in continuous improvement programs •
Modeling behaviors that strive to reach realistic and
achievable goals
Displaying confidence:
• Removes doubts about competency
Explain the importance of displaying confidence • Establishes credibility
• Encourages communication
• Fosters rapport
Management is ettectively executing the organization's di-
rection and goals. Management activities include measur-
Explain the ditterences between management and lead- ing customer satisfaction, monitoring team performance,
ership enforcing the rules of the organization, and planning daily
tasks and activities.
, HDI SCTL Certification Standards Test with Answers Rated A
Leadership is creating direction according to the mission
and vision of the organization. Leadership activities in-
clude coaching, driving organizational change, and set-
ting goals and objectives
To lead by example means to:
• Act as a role model for the level of performance and
Explain what it means to lead by example
professionalism expected
• Work within the policies and standards set for the team
Emotional Intelligence is:
• 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
Define Emotional Intelligence • 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 capabili-
ties
• Having the ability to create sincere and authentic rela-
tionships that produce value and productivity
Emotional Intelligence is important in the team leader's
Explain why Emotional Intelligence is important in the role because it directly attects the mood of the team and
support center team lead role therefore directly attects the customer and the way they
are treated.
The three major components of Emotional Intelligence
are:
Explain the major components of Emotional Intelligence. 1. Self-Awareness
2. Emotional Managements of Self and Others
3. Emotional Connection
Describe emotional hijack.
, HDI SCTL Certification Standards Test with Answers Rated A
An emotional hijack is recognized by:
• 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 hijack can be seen in four stages. The fourth stage
being default behavior of fight, flight, or freeze.
• A full blown hijack can last up to 18 minutes
A hijack can be seen in four stages:
• A trigger, an event that correctly or symbolically is per-
ceived as a threat.
• A strong emotion.
• An automatic reaction, one that you regret later, after the
Describe the four stages of an emotional hijack.
feelings pass. This reaction is usually inappropriate to the
situation, and often has a negative ettect 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:
• 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
Identify ways to reduce an Emotional Hijack. 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
Describe Self-awareness.
, HDI SCTL Certification Standards Test with Answers Rated A
Self-awareness is one's ability to be an objective observer
of their own emotional experience. It requires the ability
to think cognitively about ones emotional experience as
opposed to simply having the emotion and manifesting
it.
Self-awareness competencies are:
• Self-Assessment • Self-Regard • Personal Drive
Emotional Management requires that Self-awareness be
practiced well and that one recognize their emotions as
well as practice ways to keep the more challenging emo-
tions in check.
It is the ability to recognize emotions in others through
Describe Emotional Management of self and others.
body language, tone, and facial expressions and then
help the other person manage their more challenging
emotions.
Emotional Management competencies are:
• Optimism • Impulse Control • Adaptability and Flexibility
Emotional Connection is the ability to create productive
connections with those around you by practicing a sincere
Describe Emotional Connection Competencies. desire to understand others motives and intentions. Emo-
tional Connection Competencies are: • Coaching Others •
Communication • Empathy • Authenticity
Promote strong service ethics by: • Demonstrating will-
ingness to help support statt • Understanding customer
Explain how to promote strong service ethics
perspective and weighing actions and decisions against
corporate ethical standards
Describe the "Past" phase in the evolution of the support Past- • Entry level - low-skilled statt • Reactive • Pa-
center per-based systems • Phone-based systems: voice and fax
Present: • Proactive • Automated incident logging and
tracking systems • Internet and web-based systems •
