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Free SD0-101 Exam Braindumps
Service Desk Analyst Qualification Questions 71–75 (page: 16)

Updated On: 9-Feb-2026
Page 16 of 34
PDF with 165 Questions

A user has called and is clearly in a state of some distress due to their IT issue; how should you deal with this situation?

  1. Revert to formal communication in order to avoid emotional language
  2. Empathise with the user by using appropriate informal communication
  3. Politely advise the user to act professionally
  4. Send them an email with an appropriate emoticon to reflect their mood

Answer(s): B



Which of these options is the best overall definition of stress?

  1. The natural reaction of an individual to extreme workloads
  2. Anindividuals reaction to unreasonable managerial demands
  3. The natural reaction of an individual to ausers excessive service demands
  4. Anindividuals natural reaction to change which may have both a positive and a negativeimpact

Answer(s): D



Which option can you identify as NOT being a common cause of stress?

  1. Unrealistic work schedules
  2. Insufficient rest time
  3. A hectic social life
  4. Problem Management

Answer(s): D



One of your colleagues has recently become unable to focus on any issue for more than a few moments.
What is this often an indicator of?

  1. Positive stress
  2. That s/he is going for a promotion
  3. Influence stress
  4. Negative stress

Answer(s): D



Which of these options is NOT a recognised technique for managing stress?

  1. Participation in charity or fund-raising activities
  2. Undertaking physical exercise
  3. Participation in a reward and recognition scheme
  4. Using breathing techniques

Answer(s): C



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