Effectiveness is often defined as doing things right, efficiency as doing the right things.

True

False

Defining the tasks to be completed is the most difficult part of organizing your work and assigning your time.

True

False

Some customers become frustrated because the office professional does not speak clearly.

True

False

Active listening requires you to be certain the caller understands the message from your point of view.

True

False

Empathy means you must be certain your message is understood from the caller's point of view.

True

False