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SD0-401 study tips - Service Desk Foundation Qualification Updated: 2023

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Service Desk Foundation Qualification
SDI Qualification study tips

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SD0-101 Service Desk Analyst Qualification
SD0-302 Service Desk Manager Qualification
SD0-401 Service Desk Foundation Qualification

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Service Desk Foundation Qualification
Question: 110
Which action best illustrates excellent customer service?
A. Actively listen to customers when they talk to you.
B. Feel sorry for your customers if they are troubled.
C. Let customers know your personal accomplishments.
D. Listen to colleagues when customers talk to you.
Answer: A
Question: 111
What is the best reason for using a standard greeting when answering telephone calls?
A. Using a standard greeting follows documented procedures.
B. Using a standard greeting is part of an Incident management process.
C. Using a standard greeting saves time.
D. Using a standard greeting sets the expectation for the call.
Answer: D
Question: 112
What is the primary purpose of an operational level agreement?
A. An OLA addresses Topics that are not covered by the SLA.
B. An OLA contains the operational data used for calls.
C. An OLA provides access to vendors for support.
D. An OLA supports the SLA and is between two internal support teams.
Answer: D
Question: 113
What is a best practice when closing an Incident?
A. Chat with the customer to build a rapport.
B. Offer to mail the customer a user manual.
C. Send the customer written confirmation of the Incident closure.
D. Tell the customer to call again to ask additional questions.
Answer: C
Question: 114
Which is one of the elements of call differentiating?
A. The customer is always right and should always get their own way.
B. The customer technical needs must be addressed first and foremost to ensure
C. Unresolved psychological issues have a negative effect on problem solving.
D. Your customer may be king, but you are the technical wizard.
Answer: C
Question: 115
What is a best practice for effectively managing your time?
A. Complete your favourite jobs first.
B. Set your clock a half an hour ahead.
C. Work longer hours.
D. Write down all the tasks you need to accomplish.
Answer: D
Question: 116
What is one of the differences between open and closed questions?
A. Closed questions are used to receive short responses, and open questions to encourage
B. Closed questions seek elaboration, and open questions seek confirmation.
C. Open questions are scripted, and closed questions are made up on the spot.
D. There is no difference between open and closed questions.
Answer: A
Question: 117
What is the best reason for using paraphrasing?
A. Using paraphrasing gives the customer a chance to tell you if you have understood them.
B. Using paraphrasing increases the customer knowledge of technical terminology.
C. Use paraphrasing to repeat the customer words back to them.
D. Use paraphrasing to tell the customer what they should have done.
Answer: A
Question: 118
What is the best description of your role in supporting customers?
A. Avoid confrontation at all costs.
B. Deliver consistent, high quality support.
C. Escalate calls as appropriate.
D. Minimise talk time.
Answer: B
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SDI Qualification study tips - BingNews Search results SDI Qualification study tips - BingNews 4 tips to get the most out of your study group

Group studying can often go one of two ways: Either it’s an unproductive gossip session, or it’s little more than awkward silence and endless scrolling.

But working with friends or classmates doesn’t have to be a waste of time. Done right, group studying can be a secret weapon. It can provide accountability and prevent procrastination. With multiple points of view, you can solve problems that would stump you while studying alone. Extra eyes mean someone else can catch details you miss. And teaching others is a powerful way to digest and retain information.

Group studying is a rite of passage for any college student, so you might as well do it right. Here are some tips to get the most out of your group study.

1. When selecting your group, be picky

A good study group starts with the right people. The social energy of a study group can either be a superpower or your kryptonite. Of course, you don’t always get to handpick your A-Team, but when you do, be deliberate.

“We’re social creatures,” study coach William Wadsworth said on a latest episode of the Exam Study Expert. “We’re very responsive to social cues and people around us. If the energy of the room around us is ‘let’s chat and hang out,’ that’s going to drag us down. But equally, if the energy of the room is: let’s get our heads down and focus, that can lift us up.”

In other words, you want to exploit other people’s focus, not let other people sap yours.

Here’s a hard truth: the “right people” may not include your best friends.

RELATED: Sometimes skimming is necessary — here’s how to do it well  

“Because so much of our time [with close friends is spent] socializing, it can be quite hard to switch from a social, relaxed atmosphere into a more focused work-intensive one,” says Alex Hibble, a psychology researcher at Oxford.

This isn’t to say you can’t study with your inner circle. But be choosy. Not every friend is the right friend to hit the library with, and that’s okay. Tap friends with similar habits and attitudes towards academics. Better yet, friends or peers that are even more focused on school than you are.

You also want to study with people you feel comfortable around. We should look for study partners we feel “are psychologically safe,” Mark De Rond, a professor of Organizational Ethnography at Cambridge said on another episode of the Exam Study Expert podcast about group work.

“Teams where people don’t hesitate to question things they don’t understand, push back on requests or decisions, or provide feedback,” he added. Competition can be motivating, but it can also cause stress, which decreases memory and cognitive flexibility.

Finally, when it comes to the makeup of the group, keep it small. Five people maximum. Period.

2. The art of the pre-study 

Group studying works best when everyone understands the basics, so you can put your heads together on hard stuff. Study groups are not the right place to crack your textbook for the first time. They’re where you take the opportunity to quiz each other or discuss complicated concepts. If you aren’t familiar with the material, you won’t know enough to know what you need help with.

Try asking everyone to come prepared with a couple of questions or Topics they’re having trouble with. You might not want to seem like a dictator, but it’s easy to keep it casual:

 Hey, want to make sure we’ve all read up to chapter five before we meet on Sunday, so we’re all on the same page? Maybe everyone can bring a few questions.

Answering these questions together is where the mind-melding, grade-saving magic of group studying can happen. But remember: your partners aren’t your personal tutors, and you don’t want to be theirs.

3. Make a plan, set goals, then stick to them  

The highest-performing teams have a sense of purpose, Cambridge’s De Rond said on the podcast. They know exactly why they’re there and what they need to do. Rather than a generic meet-up with no agenda besides “study for the exam,” you and your crew should decide beforehand what material you want to cover, how long you will study and how you want to use your study time.

RELATED: How to create a distraction-free environment where you can actually study 

It’s also important to set a firm timeframe so you know what your group can realistically accomplish. Cramming in too much or studying for too long can make for a stressful, unproductive session. Goals can look like:

Once you have a goal, plan out how you’ll study that material I.e.:

  • We'll review the chapter and take notes on our own for an hour, then discuss questions at 2:00

  • We’ll spend an hour doing flashcards, and the second hour, a practice test.

Pro-tip: if you are meeting with friends to do your own work together, this works too.

4. Take advantage of being together  

Studying in a group can be a good way to get quiet practicing or writing done.  “Sometimes, [group studying] can really utilize the benefits of peer pressure,” says Hibble, the Oxford researcher. “If you know that they're trying not to speak to you and you know that you're trying not to speak to them. This can be a really effective way of just locking in that silence time.”

With someone else around, you might be less likely to pick up your phone or end up with five online shopping tabs open. There’s nothing wrong with a little public shaming every now and then.   However, one of the best reasons to study as a group is to use dynamic learning methods that you can’t take alone. Some of these strategies include:

  • Group discussion: pick a question or prompt to get the conversation flowing to bring out points of confusion

  • Bring-a-question: have everyone bring a question or concept they’re stuck on and answer it as a group

  • Divide and conquer: have each member tackle a specific chapter, syllabu or question to present to the group

  • Peer review: if you’re working on essays or presentations, spend 20 minutes doing a workshop or critique each person’s work

  • Make flashcards and quiz each other

  • Make a list of events or timeline collectively on a whiteboard

  • Practice tests: taking practice questions together and reviewing each question someone got wrong.

With a goal, a plan and the right people, there’ll be no time for awkward silences or checking your phone. Stay focused, play nice and good luck!

View the original article at Chegg Life and signup for the Chegg Life Newsletter


Thu, 25 May 2023 02:44:00 -0500 en-US text/html
A Study Guide to Humanae Vitae

Written by the Priests and Pastoral Associates of Priests for Life


This study guide is based on the Vatican Translation of Humanae Vitae


Table of Contents:



Introduction to the Study Guide

Summary of the Introduction to the Encyclical and Section I: New Aspects of the Problem and Competency of the Magisterium

A Summary of Section II. Doctrinal Principles

Summary of Section III. Pastoral Directives 

Essay: Finding Our Way Back Home

Essay: Life, Purity and Humanae Vitae

Essay: The Transmission of Life -- On Whose Terms?

The Contraception of Grief: A Personal Testimony

Glossary of Terms




A Study Guide to Humanae Vitae

Fr. Frank Pavone, National Director, Priests for Life


Forty years is not a long time in Church history. Indeed, we are still living in the moment of Humanae Vitae (issued on July 25, 1968), and of the challenge it presents to the world.

Humanae Vitae does not identify the key problem of our day in the realm of sex or birth or "the pill," but rather in the myth that we can be God. Pope Paul writes at the beginning of the document, "But the most remarkable development of all is to be seen in man's stupendous progress in the domination and rational organization of the forces of nature to the point that he is endeavoring to extend this control over every aspect of his own life -- over his body, over his mind and emotions, over his social life, and even over the laws that regulate the transmission of life” (n.2).


The Pope here is painting a wider vision of the problem. We think everything belongs to us, but the reality is that we belong to God. "Humanae Vitae" means "Of human life." Human life came from God, belongs to God, and goes back to God. "You are not your own," St. Paul declares. "You have been bought, and at a price" (1 Cor. 6:19-20). Sex and having children are aspects of a whole cluster of realities that make up our lives and activities. We suffer from the illusion that all of these activities belong to us. “This is my life, my body, my choice.


The problem we face is not that our society is obsessed with sex. Rather, it is afraid of it-- afraid of the total reality and power of what it represents, where it comes from, and where it leads. Sex properly understood requires that we acknowledge God who made it. More than that, sex can never be separated from its purpose: to insert us into this immense, powerful movement of life and love that started when God said "Let there be light" (Genesis 1:3) and culminates when the Spirit and the Bride say "Come, Lord Jesus!" (Revelation 22:17).


Sexual activity means so much that it is wrong to diminish its message or deny its full reality: it belongs in the context of committed love (sealed by marriage) and openness to life precisely because this is the only context great enough to hold its message and reflect the greater reality to which the gift of sexuality points us and to which it commits us.


This is a reality that is bigger than all of us. It is the self-giving which starts in the Trinity, and is revealed in a startling way on the Cross, and then challenges each of us in our daily interaction with others, with God, and with our own eternal destiny. It is so real and so big that it is scary. That's why so many today are afraid of the full reality and meaning of sex. That's why Pope Paul VI wrote Humanae Vitae.


That is also why our Priests for Life pastoral team wrote this Study Guide. We have also established a special website,, to promote the teachings of this document. It is our daily prayer that this effort will lead many believers to understand, embrace, and proclaim the beautiful truth of human life. 




James J. Pinto, Jr., M.E.V.
Editor: A Study Guide to Humanae Vitae 


This Study Guide will be most effective if one first thoroughly familiarizes himself with its content and layout. Review the table of contents and the location of each section listed. The Study Guide is to be used by an individual or group as a side by side companion with the text  of Humanae Vitae included in this booklet. The three Essays offer unique insight with questions for further discussion. The Contraception of Grief: A Personal Testimony presents a riveting and practical witness to why Humanae Vitae is the wholesome truth.


The Glossary assists the reader in clarifying some key terms contained in the Encyclical. Glossary terms are listed by the number/paragraph in which they first appear. The terms will be marked with an *asterisk in the Humanae Vitae text as a note to the reader that the term is contained in the Glossary. 


After practicing Fr. Pavone’s Foreword one should read the Summary of the Introduction and Section I, followed by the practicing of the Introduction and Section I. of Humanae Vitae itself. After completing the Introduction and Section I. of Humanae Vitae; the reader answers the series of questions below the Summary of the Introduction and Section I.  The sequence followed for the Introduction and Section I is repeated for each following section: practicing the Study Guide Section Summary, practicing of the corresponding Encyclical section itself and returning to the Study Guide questions for that particular section. The questions are meant to refer the reader back to particular paragraphs/numbers (n.or n.n.) of that section where he/she will find the answers. One may work on the answers to these questions while practicing the paragraph/number, or, wait until he/she has read the entire section and then complete the answers. Continual returning to the text of the encyclical helps emphasize that the document itself is the primary source of instruction and the basis for individual and group applications. 


The three Essays have several questions at their conclusion to help foster reflection and discussion. A personal witness to the truth and wisdom of Humanae Vitae is presented in The Contraception of Grief: A Personal Testimony. 


This Study Guide is meant to be a “springboard” to delve more deeply into Humanae Vitae and its themes, in order to stimulate reflection, and a lifestyle of holiness. 


For those considering the possibility of facilitating a study group, this study guide lends itself to a discussion study group method of learning. While a leader/facilitator encourages the group and keeps it “on track”, it is the individual sharing and group dynamic that contribute most to the learning process. The facilitator is not a lecturer, neither is he there to provide all the answers. The facilitator seeks to shepherd the group learning process and does everything possible to solicit their contributions. Members interact and learn from everyone, including the facilitator. A Facilitator’s Guide is available through Priests for Life at The Facilitator’s Guide seeks to assist you in leading a group and lays out suggested study sessions.


It is our hope, that on the fortieth anniversary of Humanae Vitae, this study guide will assist in promoting the Church’s clear and authoritative word on transmitting human life. May all who hear this true, prophetic and lovely word be assured that: the Church has always issued appropriate documents on the nature of marriage, the correct use of conjugal rights, and the duties of spouses. These documents have been more copious in latest times. (n.4)


Sun, 11 Apr 2021 00:44:00 -0500 en text/html
Study guide No result found, try new keyword!An expanded and revised online study guide provides students with further resources, including answers and tutorials for all tasks, while encouraging lively and proactive learning. This is the most ... Sun, 09 May 2021 19:01:00 -0500 Go The Distance: Study Skills

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Get the study tips and knowledge you need for distance learning success with our Go The Distance course.

Watch our Study Skills series – our fun animated videos will help develop your study skills, whether or not you're a distance learner. Topics include: quoting, paraphrasing and summarising; critical thinking skills; listening and note-taking and more.

Click on the images and get the knowledge!

Wed, 10 May 2023 01:49:00 -0500 text/html
MCAT Study Tips for Nontraditional Students No result found, try new keyword!Here are some tips for those that may be changing careers to medicine or have been out of school for some time: Begin preparing early. Create a study plan. Consider completing a postbaccalaureate ... Wed, 15 Feb 2023 07:15:00 -0600 text/html Study Skills


Change: Sleeping, eating, sexual interest, or exercise changes are often signs of trouble.

Clutter: Some say clutter is a sign of genius, but not always! It could be a sign of stress and can add to stress.

Boredom: You’re tired; you’ve lost interest in people and tasks; you’re doing the minimum amount required each day.

Pressure: You’re feeling pressured, even rushed, by others and events. Suddenly you’re not controlling your time; it’s controlling you.

Anger: You’re experiencing excessive anger over the problems and events of daily living.

Abuse: Substance abuse may walk hand-in-hand with burnout and stress. (This includes alcohol, cigarettes, drugs, food, etc.)

Absentmindedness: You keep forgetting appointments, assignments, etc., or you’re constantly preoccupied with other things than the business at hand.

At home: Reoccurring problems with friendships and other relationships.

Joylessness: No feelings of joy about your work, yourself, your life.

Escape: You have a desire to escape, run away. Are you fantasizing a lot about dropping out?


Admit the trouble: Clearly let someone know how you’re feeling; get the help and support you need rather than ignoring your feelings and the situation.

Simplify your life: Say “no” when you don’t want to add an additional responsibility. Center yourself to get things into balance again.

Establish your priorities: Do some goal-setting exercises. Also, make a list of 10 or 20 things that you like to do. Ask yourself how much time you’re spending on these.

Seek counseling: Personal or career counseling, depending on the situation.


Get positive feedback: People like to hear it when they’re doing a good job. You deserve recognition too. You may have to ask for it or “toot your own horn.”

Take care of your health: This is basic to well-being. Eat healthy, exercise, and get enough sleep!

Establish supports: Maintain a support system, people you can talk to when you’re upset as well as happy. Find and enjoy people with whom you can be yourself, without risking embarrassment or disapproval.

Manage time: Learn to manage your time. Take a course in time management if necessary. Make lists of what’s “to do” each day, week, and month.

Indulge yourself: If possible, do the work at which you are most likely to succeed. It’ll help fortify you for the tougher tasks.

Schedule fun: Include leisure time, family time, or other fun time in your regular activities. Do things that really get you away from it all and provide you a mental break !

Stay clean: Don’t pick up everyone else’s garbage! You have your own tasks and responsibilities. Don’t take on others people’s too. Respect your own limits and boundaries.

Laugh: A sense of humor is strong armor against stress! Keep one!

Expand: Widen your horizons. Keep your outlook on life broad. Avoid ruts!

Take chances: Try new things! Sometimes it’s invigorating and uplifting!

Wed, 19 Aug 2020 03:24:00 -0500 en text/html
Q&A: Daniel Willingham on How to Fix Your Study Strategies No result found, try new keyword!Over the course of 14 chapters, Willingham shares tips for changing up learning habits, covering everything from “How To Understand a Lecture” to “How to Study for Exams.” He spoke with U ... Tue, 11 Apr 2023 01:30:00 -0500 text/html Study guru reveals top tips to stay focussed

By Ben Barry via SWNS

A study guru has revealed how to stay focussed while revising, including what color to paint your study walls and how long to work without a break.

Amenie Groves, 18, has helped thousands of people be better at exams via her viral TikTok videos and now has a following of 10k people.

She is currently studying Spanish and German and her study tips have helped her achieve a place at the University of Cambridge.

The student says working in two-hour chunks is the best way to keep her focused.

She advises learners to create a mood-boosting blue and green study space with soft lighting and plants.

Her tips for those studying texts is to act out the scenes from books and film it.

She also suggested getting into a routine which makes revision a natural part of your day will motivate you.

And spending time with people who don't study the same subjects - so you avoid talking about exams - is vital for stress management, she says.

Amenie, a languages student, from Chichester, Sussex, England, said: "Procrastination is a massive thing, motivation only comes after you start doing something.

"I decorate my study space with soft lighting, plants and soft colors like greens and blues to help with concentration.

"Getting into a routine is so important, if you get into a routine, revision will come so naturally to you.

"For example, I revise first thing in the morning and then I will get motivated from that."

The language student said one way she keeps focused is by revising in chunks and people should experiment with revising in different ways to see what works for them.

"One thing I have learnt is that I can work in a chunk of time and then I have to move," she said.

"If I don't I won't stay focused.

"I can do two hours of work and then I have to move, say go to a cafe and work for two hours there then move again and do another two hours.

"People should try experimenting in chunks whether it is 45 minutes or two hours."

When it comes to revising, Amenie found a unique way to study books and plays.

She said: "I would get my siblings to be actors and I would go through different books.

"When we would be filming I would make them into a comedy in a Horrible History style sketch.

"Inspector Calls was our masterpiece. We usually only made films for English Literature but any subject with literature or history worked."

When it comes to relaxing after a long day of revision, Amenie said she prefers to spend time with people who are not studying for the same exam as her.

She said: "I prefer to spend time with friends who don't study the same subjects as me.

"If you spend time with people who are studying the same as you then you will just talk about exams.

"I also recommend getting out of the house, either going for a walk or going for a run is so good for you.

"It is also important to remember that exams don't define your worth or anything and there are so many options if an exam goes wrong."

The post Study guru reveals top tips to stay focussed appeared first on Talker.

Wed, 10 May 2023 01:31:00 -0500 en-US text/html
INTERACTIVE: Bosses look for skills first, paper qualifications later, says study

Employers today are more concerned about a job candidate's skills first, rather than paper qualifications, when hiring, according to research by LinkedIn

JOBSEEKERS, you may want to take note — bosses are beginning to look for skills first among workers, instead of their “pedigree” like their academic qualifications and years of experience.

Such is a new, growing trend in the job market today, according to research by LinkedIn, a business and employment-focused social media platform.

The top five most in-demand skills in 2023 in Malaysia include management, sales, project management, leadership and communication skills, based on their study.

Management skills also seem to be consistently sought after by bosses across countries in Asia Pacific like Australia, Japan, Singapore and India.

“These skills indicate that companies are looking for talent to step up and lead teams through uncertainty, while keeping them engaged and motivated in their jobs.

“Skills that help businesses run efficiently as well as reach new customers and retain existing ones through sales know-how, are also the ones companies need most right now,” says LinkedIn country manager for Malaysia Rohit Kalsy.

Rohit, who is also the company’s head of emerging markets (South-East Asia), highlights that there’s a huge shift underway that’s steadily moving the labour market from a pedigree-based model to a skills-first model.

For example, 75% of recruiting professionals say skills-first hiring will be a priority for their company this year, according to the LinkedIn Future of Recruiting 2023 SEA report.

“In South-East Asia, since 2019, the share of recruiter searches on LinkedIn that include a skills filter has grown by 25% – and today, recruiters are 50% more likely to search by skills than by years of job experience,” he says.

Either way, it's good news for all, that the job market in Malaysia is back in business, says JobStreet Malaysia managing director Vic Sithasanan.

He adds that about 57% of companies are reporting that their hiring plans are back to pre-pandemic levels.

Most of such companies are large, with a staff size of more than 160 people.

“Some 23% of companies reported that their hiring will recover by June this year,” he says.

Vic adds that over 33% of the companies across all sectors are actively hiring personnel, so this scenario is progressively becoming an employee’s market – and that hiring is now back at pre-Covid levels.

“According to our study, 88% of companies had been actively hiring in the second half of 2022, with 81% having hired at least one permanent full-time staff, and 19% having hired at least 1one contractual or temporary full-time staff,” he says.

Sat, 06 May 2023 12:00:00 -0500 en text/html
Study Skills

 Academic Coaching

Drop-in for one-on-one coaching in the Bates Study Center in Gosnell Hall or the Sol Study Center on the first floor of Sol Heumann Hall. Find support with time management, organization, project management, test preparation, and or general study strategies. Walk away with some practical tools and strategies as well as a greater awareness of helpful resources on campus.
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 Instructor-led Academic Coaching

Meet weekly, one-on-one, with an instructor to work toward your academic goals in an independent study-like format. Designed for first- and second-year students transitioning to college learning, this fee-based program supports your growth in the areas of time management, organization, learning strategies, goal setting, the study process, and self-advocacy.
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 Success Courses

Support your learning by improving your study strategies, habits, and awareness. These zero-credit courses allow you to practice and develop your time management skills, study skills, and academic organization all with the support and feedback of an instructor.
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Tutors are available for math and physics help at Bates and Sol Study Centers or online.
Tutoring schedule

 Math Assessment

Meet one-on-one with one of our staff content experts and complete a diagnostic exam. The results are used to determine your strengths and weaknesses so we can help develop a course of action. Some recommendations may include utilizing our study centers, math handouts and or enrollment in one of our courses.
Request an appointment

Tue, 29 Aug 2017 23:10:00 -0500 en text/html

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