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- 1. Multiple ChoiceWhat is non-verbal communicationcommunicating with someone by using gesturesGetting messages across with facial expressionsUsing your body language to convey something to someone elseAll of the above
- 2. Multiple ChoiceWhich of these is NOT an example of a verbal communication skillThe speed of our speechEye contactLanguage usedVolume of speech
- 3. Multiple ChoiceWhy do we have to make sure we do not speak too fast when communicating with a customer?They may not hear everything you've said like promotions or special productsThe customer may speak fast also because you areIt may give the customer a migraineThe customer may get excited and burst into song
- 4. Multiple ChoiceParaphrasing is....Repeating a customer's order back to them exactly the way they said itAsking the customer to repeat their order againInforming the customer of the process they must follow to place their orderRelaying the order (or message) back to the customer to ensure you understand their request
- 5. Multiple ChoiceReading and responding to body language, using facial expressions and using silence are all examples of what?Open listeningPretend listeningClarity listeningActive listening
- 6. Multiple ChoiceExamples of correctly using speech and volume skills include...Giving the right info, speaking at the right volume and articulating your wordsSpeaking softly, use long pauses and positive facial expressionsKeep eye contact, speaking loudly and using the right languageHold your head high, yell all your words and keep your eyes closed
- 7. Multiple ChoiceKeeping a good posture is important because ..customers may be judging youit helps show the customer you are confident and have a good attitudeyou may stretch your uniform and have to pay for another oneit will help the customer understand that you are a health conscious person
- 8. Multiple ChoiceFacial expressions, posture and eye contact are all skills in ....?verbal communicationanti-verbal communicationpost-verbal communicationnon-verbal communication
- 9. Multiple ChoiceOne of the best ways to show customers you are listening istalking to the person next to youfrowning at the customerappropriate amount of eye contactasking them to repeat what they said
- 10. Multiple ChoiceUsing communication skills effectively will help you do whatunderstand the customers requestprovide the customer with the right information and servicemake sure the customer feels looks after and understood
all of the above (or below)
- 11. Multiple ChoiceIt refers to body position and body motions including facial expressions.KinesicsHapticsArtifactsProxemics
- 12. Multiple ChoiceRooms with comfortable chairs invite relaxation while stiff chairs prompt formality. This refers to ____.ChronemicsArtifactsEnvironmental factorsPhysical appearance
- 13. Multiple ChoiceHow people arrange space reflects how close they are and whether they want interaction. What type of non-verbal is this?HapticsProxemicsKinesicsSilence
- 14. Multiple ChoicePeople with high status touch others and invade others’ spaces more than those with low status. Between the two genders, women tend to engage in touch while men more typically rely on touch to assert power and control. This describes ____.KinesicsPhysical appearanceHapticsProxemics
- 15. Multiple ChoiceWe first notice physical qualities such as gender, skin colour and features. Then we form judgements of how attractive others are and make inferences about their personalities. This non-verbal is called ____.KinesicsArtifactsPhysical appearanceEnvironmental factors
- 16. Multiple ChoiceThis form of non-verbal communicates important relational meaning: we use them to perform our identities and express how we perceive and feel about others.KinesicsArtifactsPhysical appearanceEnvironmental factors
- 17. Multiple ChoiceWhen we deliberately ignore others when we’re angry with them, or stare at a person to reprimand, what non-verbal feature is this?HapticsSilenceChronemicsArtifacts
- 18. Multiple ChoiceWhen we use voices to communicate feelings such as whispering to indicate secrecy and intimacy, and shouting to convey anger, the non-verbal feature is called ____.ArtifactsPhysical appearanceParalanguageSilence
- 19. Multiple Choice____ refers to how we perceive and use time to define identities and interaction.KinesicsProxemicsHapticsChronemics
- 20. Multiple ChoiceDuring a job interview, the candidate is placed 6 feet away from the interviewer. This non-verbal feature is ____.HapticsProxemicsKinesicsChronemics
- 21. Multiple ChoiceOn their wedding anniversary, Jay takes Pretty to a candlelight dinner by the beach, holds her hand until the food arrives and stares into her eyes and smiles at her while eating. What non-verbal features are described here?Kinesics, Haptics and Environmental factorsPhysical appearance, Kinesics and ChronemicsEnvironmental factors, Proxemics and ArtifactsHaptics, Physical appearance and Chronemics
- 22. Multiple ChoiceNon-verbal communication can stand-alone by itself and it is not linked to verbal cues.TrueFalse
- 23. Multiple Choice
What is verbal communication?
gestures, facial expressions, and body positions
use of language
- 24. Multiple Choice
Anything people communicate with beyond the words that they are saying (more than the meaning of words)
Body language
Nonverbal communication
Emphatic gestures
Descriptive gestures
- 25. Multiple Choice
Tone of voice can reveal your true feelings
TRUE
FALSE
- 26. Multiple Choice
Is listening a part of communication?
Yes
No
- 27. Multiple Choice
How something is said, not what is said refers to...
tone of voice
space
touch
none of these
- 28. Multiple Choice
Communication without words is called
Silent speaking
Verbal communication
Nonverbal communication
Interpersonal communication
- 29. Multiple ChoiceWhen you speak, your listener gets messages from...What you say and your vocabularyHow you look and your wordsWhat you say, how you act, and your accentWhat you say, how you act, and how you look
- 30. Multiple ChoiceWhich is not a type of non-verbal language?body languageword choiceparalanguageappearance
- 31. Multiple ChoiceBody Language accounts for _% of communication.95939099
- 32. Multiple ChoiceHumans send and interpret non verbal language ____________.subconsciouslyconsciouslyeasilyall the above
- 33. Multiple ChoiceNon verbal language includes facial expressions, gestures, eye contact and ________.laughingappearancepostureall of the above
- 34. Multiple ChoiceNon Verbal clues are universal throughout the world.trueFalse
- 35. Multiple ChoiceThe gesture of crossed arms means that the person is most likely _____________,protecting themselfangryselfishupset
- 36. Multiple ChoiceResearch shows that _____% of communication conveyed through spoken words.5937
- 37. Multiple ChoiceWhen you speak, your listener gets messages from...What you say and your vocabularyHow you look and your wordsWhat you say, how you act, and your accentWhat you say, how you act, and how you look
- 38. Multiple ChoiceNon-verbal behaviors include eye contact, facial expression, and body gestures.TrueFalse
- 39. Multiple ChoiceFiller words such as er, um, and you know, used in the place of a pausegesturespausevocal distractionseye contact
- 40. Multiple ChoiceThe loudness or softness of the speaker's voiceratepitchvolumeposture
- 41. Multiple ChoiceCommunication achieved using facial expressions,eye contact, movements, and gesturesbody languageeye contacttonerate
- 42. Multiple ChoiceThe expression in one's voice generated by altering pitch (highness and lowness).ratevolumeposturetone
- 43. Multiple ChoiceLooking at the audience during a speecheye contactproxemicsinflectiontone
- 44. Multiple ChoiceMoving with ease; polished. speaker rarely stumbles through a presentationposturevocal distractionsratefluency
- 45. Multiple ChoiceAct of moving one's body parts, usually arms, hands, legs, as a means of expressiongesturesfacial expressionsvocal distractionsfluency
- 46. Multiple ChoiceCommunicating ideas and emotions non verbally by changing one's face.vocal varietygesturesfacial expressionseye contact
- 47. Multiple ChoiceClearly saying the sounds and syllables in wordsenunciationproxemicsvolumerate
- 48. Multiple ChoiceSpeaking words as they are meant to be spokenvocal varietymonotonepronunciationvocal distractors
- 49. Multiple ChoiceThe speed that a speech is givenratetonepitchpause
- 50. Multiple ChoiceThe position in which someone holds their body when standing or sittingmonotonegesturesmovementposture
- 51. Multiple ChoiceIs the study of how humans use space when we're communicatingpostureproxemicsfluencygestures
- 52. Multiple Choice
Which of this is a type of verbal communicaton?
Interpersonal
Kinestesic
Multitudinary
Big group communication
- 53. Multiple Choice
The verbal language can be written or oral.
- 54. Multiple Choice
Which is the place where the communication is made?
Situational context
Thematic context
Code
Channel
- 55. Multiple Choice
Paraverbal elements are...
Intonation, pauses and rhythm
Pauses, intonation and emphasis
Rhythm and pauses
Pauses and intonation
- 56. Multiple Choice
Which ones are elements of the verbal communication?
Channel
Channel and transmitter
Transmitter and receiver
All the answers are correct
- 57. Multiple Choice
The paraverbal language has the function of:
Communicate directly without words
Manifest feelings and emotions
Have simultaneous conversations
Communicate with a deaf person
- 58. Multiple Choice
If you are talking with a friend about the weather, what type of communication are you doing?
Intrapersonal communication
Interpersonal communication
- 59. Multiple ChoiceWhich of these is NOT an example of a verbal communication skillThe speed of our speechEye contactLanguage usedVolume of speech
- 60. Multiple ChoiceWhy do we have to make sure we do not speak too fast when communicating with a customer?They may not hear everything you've said like promotions or special productsThe customer may speak fast also because you areIt may give the customer a migraineThe customer may get excited and burst into song
- 61. Multiple ChoiceParaphrasing is....Repeating a customer's order back to them exactly the way they said itAsking the customer to repeat their order againInforming the customer of the process they must follow to place their orderRelaying the order (or message) back to the customer to ensure you understand their request
- 62. Multiple ChoiceExamples of correctly using speech and volume skills include...Giving the right info, speaking at the right volume and articulating your wordsSpeaking softly, use long pauses and positive facial expressionsKeep eye contact, speaking loudly and using the right languageHold your head high, yell all your words and keep your eyes closed
- 63. Multiple ChoiceOne of the best ways to show customers you are listening istalking to the person next to youfrowning at the customerappropriate amount of eye contactasking them to repeat what they said
- 64. Multiple ChoiceUsing communication skills effectively will help you do whatunderstand the customers requestprovide the customer with the right information and servicemake sure the customer feels looks after and understood
all of the above (or below)
- 65. Multiple Choice
What is verbal communication?
gestures, facial expressions, and body positions
use of language
- 66. Multiple Choice
Is listening a part of communication?
Yes
No
- 67. Multiple ChoiceWhen you speak, your listener gets messages from...What you say and your vocabularyHow you look and your wordsWhat you say, how you act, and your accentWhat you say, how you act, and how you look
- 68. Multiple ChoiceWhat is non-verbal communicationcommunicating with someone by using gesturesGetting messages across with facial expressionsUsing your body language to convey something to someone elseAll of the above
- 69. Multiple ChoiceReading and responding to body language, using facial expressions and using silence are all examples of what?Open listeningPretend listeningClarity listeningActive listening
- 70. Multiple ChoiceKeeping a good posture is important because ..customers may be judging youit helps show the customer you are confident and have a good attitudeyou may stretch your uniform and have to pay for another oneit will help the customer understand that you are a health conscious person
- 71. Multiple ChoiceFacial expressions, posture and eye contact are all skills in ....?verbal communicationanti-verbal communicationpost-verbal communicationnon-verbal communication
- 72. Multiple Choice
verbal communication is when you use facial expressions
True
False
- 73. Multiple Choice
What is communication
A type of speech
Talking to others
A type of hearing
A type of learning
- 74. Multiple Choice
What is one way to advance your listening skills?
Look at their mouth
Avoid thinking about your response
Have the same topic
- 75. Multiple Choice
Which of these is NOT an example of non verbal communication?
Facial expression
Writen Letter
Eye contact
Talking
- 76. Multiple Choice
What should you avoid doing while communicating?
Avoid answering questions
Avoid thinking about your response
Avoid staying calm
Avoid using eye contact
- 77. Multiple Choice
Which key strategies can be used to ensure you get your point across during conversation?
A. Be genuine
B. Be brief and to the point
C. Use business language
D. All of the above
- 78. Multiple Choice
2. Which of the following strategies should you use when having a difficult conversation?
Frame the conversation in a positive light
Be frank and obnoxious
. Prolong the conversation as long as possible
None of the above
- 79. Multiple Choice
All of the following are question formats EXCEPT_______?
Closed-ended
Loaded
Business
Open-ended
- 80. Multiple Choice
Which of the following appears to introduce an open-ended question?
Did you see…
Can you explain…
Which of the following…
None of the above
- 81. Multiple Choice
Which of the following question types usually has a one-word answer?
Funnel
Open-ended
Recall
Close-ended
- 82. Multiple Choice
Which of the following question types require detailed answers?
Close-ended
Open-ended
. Both A. and B.
None of the above
- 83. Multiple Choice
Which of the following means to re-state what has been said to ensure understanding?
Reflecting
Funneling
Leading
Procedure
- 84. Multiple Choice
How can reflecting help you understand the speaker?
Verify the message is understood clearly
Shows interest
Demonstrates consideration for other’s viewpoint
All of the above
- 85. Multiple Choice
How is clarification different from reflecting?
It only focuses on your interpretation
It requires written communication
You may be unsure of the speaker’s message
None of the above
- 86. Multiple Choice
What key elements should be included when summarizing?
Restate key conversation points
Both parties add comments or feedback
Mention logical next steps
All of the above
- 87. Multiple ChoiceIf nonverbal cues and verbal messages conflict, the receiver will likelybelieve the verbal message.believe the nonverbal cue.stop believing anything that is said.leave the room.
- 88. Multiple ChoiceA way to encourage feedback from listeners when you are giving instructions is tokeep talking unless you see that the listeners are confused.pause.repeat the instructions immediately.wait until all instructions have been given.
- 89. Multiple ChoiceWhich of the following is not true of nonverbal communication?Nonverbal messages can be avoided.Nonverbal messages may have different meanings for different people.Nonverbal messages can contradict the accompanying verbal message.Nonverbal messages may be intentional or unintentional.
- 90. Multiple ChoiceMany bad listening habits develop becausepeople hear more slowly than most people speak.people hear more quickly than most people speak.body language interferes with the speaker's message.of lack of preparation for communication with others.
- 91. Multiple ChoiceBody language= is very similar in most cultures.includes facial expressions and gestures.is always complex to read.is easy to interpret because each symbol has only one meaning.
- 92. Multiple ChoiceEmphasizing positive aspects in any speaking situationmay make listeners uncomfortable.may make listeners suspicious.is not necessarily the best presentation strategy.is good business practice.
- 93. Multiple ChoiceThe communication process begins when the senderdetermines the appropriate communication channel.has an idea.encodes an idea into a message.plans for feedback.
- 94. Multiple ChoiceThe communication channelis anything that interrupts the transmission of a message.should be selected before idea formation.includes only digital means for transmitting messages.is the medium over which the messages travels.
- 95. Multiple ChoiceWhich of the following is NOT an element of communication process?Forming an ideaSelecting a communication channelDisplaying empathyProviding feedback
- 96. Multiple ChoiceCommunication noiseoccurs only with the sender in the communication process.includes on environmentally produced sounds that prevent the message from being transmitted.Is anything that interrupts the transmission of a message.describes the medium over which a message travels.
- 97. Multiple ChoiceFeedbackincludes only those verbal responses from the receiver.is not an important part of the communication process.is the process of converting an idea that will convey meaning.includes both the verbal and nonverbal responses from the receiver.
- 98. Multiple ChoiceCommunication is successful only whenverbal feedback has been sent to the receiver.no noise occurs during the communication process.verbal and nonverbal feedback has been sent to the receiver.the receiver understands an idea as the sender intended it.
- 99. Multiple ChoiceWhich statement about the communication process is the MOST accurate?The use of digital networks as a means to transmit messages is declining in today's workplace.Because the meanings of the words are the same among people, participants in the communication process need not worry about their word selection or usage.Only senders are affected by their mood, frame of reference, background, or culture.Feedback helps the sender know that the message was received and understood.
- 100. Multiple ChoiceIdentify the elements of the communication process.stop,drop,and rollmessage sender receiver channel feedbackbusiness communicationAll of the above
- Answer choicesTagsAnswer choicesTags