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SD0-302 Questions and Answers
Which of the following would be a clear benefit of mentoring?
It strengthens an individuals self-development
It enables individuals to carry out tasks more effectively
It boosts an individuals knowledge of their industry
It helps people work together better in a team
You have a new member of staff starting on the Service Desk and you are planning to spend some time mentoring them. Which option best describes the first step you should take in this process?
Review individual analyst KPIs
Define your mentoring plan for the staff member
Assess the employees abilities, competencies and commitment level
Prepare a training and development plan for them
In the mentoring process, what is the recommended period of time for the follow-up meeting to be scheduled?
3 4 weeks
2 3 months
5 10 days
24 48 hours Answer: C QUESTION: 227
Which of these options is a characteristic of an effective mentor?
An effective mentor Is a successful leader in their field
An effective mentor works on your personal skills and relationships
An effective mentor discusses your progress and shapes development
An effective mentor uses structured learning techniques for training
Which of these would be the most valid definition of stress?
Stress is an individuals natural reaction to a crisis like a family tragedy
Stress is an individuals natural reaction to situations involving change
Stress is an individuals natural reaction to new members joining the team
Stress is an individuals natural reaction to situations of great joy or excitement
Which of these options is a psychological symptom of stress?
Inability to articulate properly
Increased heart rate
Increased blood pressure
Over reaction to situations
Of the options listed, which is a common cause of stress often seen in the Service Desk environment?
Routine scheduling of tasks
Staff have left and not been replaced
Working closely with developers
Desk seating plans
Which of these options is a suitable technique for dealing with stress?
Primal team scream
A mix of work and outside activities
Shouting when off the phone
Sticking to agreed procedures
Which of the following would typically NOT be a positive effect of stress?
Staff show optimised levels of performance
Staff show up on time every day and are generally happier
Staff show greater levels of energy and motivation
Staff productivity levels increase