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Phone Call
Back to Volunteer Training home
Quiz: Volunteer Training - Phone Call
This quiz helps us know that you have watched the training video and understand the concepts presented.
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1. When answering the phone,
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A. it is best to show empathy with the caller by reflecting her own emotions back to her.
B. it is best to maintain a calm tone of voice no matter how upset or emotional the caller is.
C. it makes no difference how you sound because the caller is only concerned about herself.
2. Using a phrase such as, “We need to help you . . .”
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A. is intimidating and communicates that we want to take control over the caller's decisions.
B. is not helpful because it makes us sound needy and desperate.
C. is good because it is empowering for the caller.
3. If the caller seems to think Thrive can provide them with an abortion,
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A. it's best to let them think that so they will not lose interest and hang up.
B. it's best to tell them that Thrive does not perform abortions, regardless of how you think the caller may react to this.
C. there is no set way to respond, as it can vary from one call to the next.
4. List 3 items of information that should be entered when making the appointment on the computer:
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