ISA UTILITY SPECIALIST (CH. 7 COMMUNICATIONS) EXAM QUESTIONS ANSWERED CORRECTLY
LATEST UPDATE 2026
Without __________, messages can have multiple meanings. - Answers context
When communicating, a person's experience & __________ will influence how the person reacts. -
Answers perceptions
Communication is both verbal & nonverbal. When a customer is confronted with contradictory
information, the person will usually believe the __________ message. - Answers nonverbal
Actively __________ can facilitate understanding a customer's perceptions and demonstrate the
utility representative's sincere interest in a customer. - Answers listening
__________ negotiation uses the best aspects from both hard & soft bargaining. - Answers interest-
based
When trying to negotiate mutually agreeable solutions & gain commitment based on customer
interests, the focus should be on __________, no on specific individuals. - Answers issues
Tree replacement programs are an important aspect of many utility customer relations programs &
focus on selecting: - Answers the right tree for the right place
Measuring customer satisfaction by the number of __________ received is a very reactive approach
to customer relations. - Answers complaints
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. - Answers NESC
(National Electrical Safety Code)
Because most electrical lines are located on private property, utilities typically secure __________ to
facilitate maintenance of their lines. - Answers easements
Because customers are well-informed & expect professionalism, a __________ __________ is the
best utility representative to discuss line clearance with them. - Answers utility arborist
Contract tree crew members can reduce customer concerns about utility work on their property by: -
Answers dressing & conducting themselves professionally
Listening to & acknowledging the customer's concerns about tree work on their property is a good
way to: - Answers establish a good customer-utility relationship
An easement agreement typically gives a utility a __________ __________ & __________ on the
property owned by another party. - Answers defined interest & use
When significant work such as removals or herbicide use is to take place, __________ __________ is
necessary. - Answers written authorization
When you are communicating with a customer & are using "Active Listening", you show signs of
__________, restate the customer's message to __________ __________, & temporarily suspend
your __________. - Answers attention;
check meaning;
response
When you're using the "Hard Bargaining" negotiation principle, you make __________, __________
concessions. - Answers small, incremental
When you're using __________-__________ __________, you "focus on interests, not positions". -
Answers interest-based negotiations
Under Easement Law, the owner is entitled to certain rights that are necessary for the: - Answers full
enjoyment of the easement
Utilities will experience resistance to the performance of vegetation management work on a
customer's property. This resistance is typically referred to as: - Answers an easement dispute
Effective public relations programs include timely communication of: - Answers Industry BMPs
Exchange of information that achieves desired results: - Answers successful communication
Information sent to landowners of the intention of a utility to undertake line clearance work on their
trees: - Answers notification
The process of exchange of views & offers in order to reach an agreement: - Answers negotiation
Restating or paraphrasing a message & suspending a response in order to discern the message: -
Answers active listening
A method of negotiation whereby one party takes a position and will not give way on part of it even if
this action disadvantages the other party: - Answers hard bargaining
LATEST UPDATE 2026
Without __________, messages can have multiple meanings. - Answers context
When communicating, a person's experience & __________ will influence how the person reacts. -
Answers perceptions
Communication is both verbal & nonverbal. When a customer is confronted with contradictory
information, the person will usually believe the __________ message. - Answers nonverbal
Actively __________ can facilitate understanding a customer's perceptions and demonstrate the
utility representative's sincere interest in a customer. - Answers listening
__________ negotiation uses the best aspects from both hard & soft bargaining. - Answers interest-
based
When trying to negotiate mutually agreeable solutions & gain commitment based on customer
interests, the focus should be on __________, no on specific individuals. - Answers issues
Tree replacement programs are an important aspect of many utility customer relations programs &
focus on selecting: - Answers the right tree for the right place
Measuring customer satisfaction by the number of __________ received is a very reactive approach
to customer relations. - Answers complaints
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. - Answers NESC
(National Electrical Safety Code)
Because most electrical lines are located on private property, utilities typically secure __________ to
facilitate maintenance of their lines. - Answers easements
Because customers are well-informed & expect professionalism, a __________ __________ is the
best utility representative to discuss line clearance with them. - Answers utility arborist
Contract tree crew members can reduce customer concerns about utility work on their property by: -
Answers dressing & conducting themselves professionally
Listening to & acknowledging the customer's concerns about tree work on their property is a good
way to: - Answers establish a good customer-utility relationship
An easement agreement typically gives a utility a __________ __________ & __________ on the
property owned by another party. - Answers defined interest & use
When significant work such as removals or herbicide use is to take place, __________ __________ is
necessary. - Answers written authorization
When you are communicating with a customer & are using "Active Listening", you show signs of
__________, restate the customer's message to __________ __________, & temporarily suspend
your __________. - Answers attention;
check meaning;
response
When you're using the "Hard Bargaining" negotiation principle, you make __________, __________
concessions. - Answers small, incremental
When you're using __________-__________ __________, you "focus on interests, not positions". -
Answers interest-based negotiations
Under Easement Law, the owner is entitled to certain rights that are necessary for the: - Answers full
enjoyment of the easement
Utilities will experience resistance to the performance of vegetation management work on a
customer's property. This resistance is typically referred to as: - Answers an easement dispute
Effective public relations programs include timely communication of: - Answers Industry BMPs
Exchange of information that achieves desired results: - Answers successful communication
Information sent to landowners of the intention of a utility to undertake line clearance work on their
trees: - Answers notification
The process of exchange of views & offers in order to reach an agreement: - Answers negotiation
Restating or paraphrasing a message & suspending a response in order to discern the message: -
Answers active listening
A method of negotiation whereby one party takes a position and will not give way on part of it even if
this action disadvantages the other party: - Answers hard bargaining
