Mastering Public Service Excellence Quiz

Question 1

How should a civil servant handle an angry citizen?

A Ignore the person until they calm down

B Listen actively and remain professional

C Respond with equal frustration

D Ask them to leave immediately

Question 2

Which trait is most important for a public servant?

A Secrecy

B Impatience

C Integrity

D Aggressiveness

Question 3

What is the best way to respond to a service inquiry?

A Provide clear and accurate information

B Provide vague answers to save time

C Direct the citizen to a competitor

D Only answer if you feel like it

Question 4

What does transparency mean in government service?

A Hiding processes from the public

B Working behind closed doors

C Ignoring public feedback

D Being open and accountable

Question 5

When dealing with a request you cannot fulfill, you should:

A Hang up the phone

B Make a promise you cannot keep

C Explain the policy clearly

D Lie about the reason

Questions