How to Use Power Phrases

228 Put Y0ur Best Self Forward with PowerPhrases

Answers to Exam

Your PowerPhrases Final Exam follows with the answers. Let’s
see how you did.

1. Under what three circumstances is silence not golden?
   
   
   1. When you have information they need, even if they
      don’t want to hear it.
   
   
   2. When they need to know you care.
   
   
   3. When they need to be kept in the loop.
   
   
   
   


2. How many times more likely are you to tell a provider you
   don’t like a service than that you do?

Ten times.

3. What is the main reason managers dread performance re-
   views—and how can PowerPhrases help?

They don’t realize they can use them (1) as an opportu-

nity to point out what went well in the preceding

period, and (2) as a time to set goals.

4. What is the definition of “power”?

The ability to get results.

5. What is the definition of a PowerPhrase?