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Listening Quiz: Quản Lý Khiếu Nại của Người Thụ Hưởng Hiệu Quả – Advanced Level
Th12 14, 2025
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bởi
Anna Phạm
trong
Tiếng Anh dành cho Cán bộ chương trình NGO (English for NGO Program Officer)
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1.
According to Sarah, what should Michael do first when handling a grievance?
Ask the beneficiary to contact another department immediately.
Ignore the complaint until more information is available.
Explain the full process before hearing the complaint.
Listen carefully to the beneficiary’s complaint.
Explanation:
Sarah says the first step is to listen carefully to the beneficiary’s complaint.
2.
What does Sarah say is very important to do when dealing with grievances?
Ending the conversation quickly.
Recording details.
Waiting for the team to decide.
Giving the beneficiary a gift.
Explanation:
Sarah tells Michael that recording details is very important.
3.
If the complaint is unclear or confusing, what should Michael do?
Ignore the complaint and move on.
Ask simple questions to understand the problem better.
Wait until the beneficiary becomes calmer.
Tell the beneficiary to write a longer complaint later.
Explanation:
Sarah advises Michael to ask simple questions to understand the problem better.
4.
What can be inferred about regular updates during the grievance process?
They are meant to replace listening carefully.
They are unnecessary if the problem is solved later.
They should only be given after the grievance is closed.
They may help reduce frustration and build trust.
Explanation:
Sarah says regular updates build trust and reduce frustration, so they likely help the beneficiary feel more reassured during the process.
5.
What is the main focus of Sarah’s advice to Michael?
How to solve every complaint immediately without explanation.
How to avoid speaking with beneficiaries when problems arise.
How to manage beneficiary grievances effectively through clear communication and empathy.
How to persuade the team to stop handling grievances.
Explanation:
The conversation focuses on effective grievance handling: listening, recording details, asking questions, responding quickly, giving timelines, updating beneficiaries, staying calm, and sharing lessons with the team.
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Luyện tập thêm về bài học này:
Listening Lesson
Vocabulary Flashcards and Quiz
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Trước đó:
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Tiếp theo:
Tiếng Anh Cho Y Tá: Bàn Giao Bệnh Nhân Cho Khoa Chăm Sóc Đặc Biệt – Medium Level
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