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Business
11th -
12thgrade
Communication skills (Verbal and non verbal)
40 questions
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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 ChoiceReading and responding to body language, using facial expressions and using silence are all examples of what?Open listeningPretend listeningClarity listeningActive listening
- 5. 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
- 6. Multiple ChoiceFacial expressions, posture and eye contact are all skills in ....?verbal communicationanti-verbal communicationpost-verbal communicationnon-verbal communication
- 7. 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
- 8. 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)
- 9. Multiple ChoiceWhich is not a type of non-verbal language?body languageword choiceparalanguageappearance
- 10. Multiple ChoiceThe functions of nonverbal language are...to agree with or contradict verbal messagesto replace verbal messagesto emphasize verbal messagesall of the above
- 11. Multiple Choice
The amount of ________ __________ often determines the level of trust and trustworthiness
healthy hugs
eye contact
text messages
Instagram posts
- 12. Multiple Choice
_____________________________for example, hand gestures or nodding or shaking the head
Emoji Movements
Workout Movements
Social Movements
Body Movements
- 13. Multiple ChoiceNon-verbal communication can stand-alone by itself and it is not linked to verbal cues.TrueFalse
- 14. Multiple Choice
Anything people communicate with beyond words being spoken is referred to as
Body language
Nonverbal communication
Emphatic gestures
Descriptive gestures
- 15. Multiple Choice
Your tone of voice can reveal your true feelings.
TRUE
FALSE
- 16. Multiple Choice
Is listening a part of communication?
Yes
No
- 17. Multiple Choice
How something is said, not what is said refers to...
tone of voice
space
touch
none of these
- 18. 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
- 19. Multiple Choice
____________are silent but say a lot.
Languages
Students
Gestures
Teachers
- 20. Multiple Choice
When we use body language to communicate with others we are using ________________.
pictographs
written language
gestures
symbols
- 21. Multiple Choice
Two types of communication are:
Verbs and Nouns
Verbal and information
Verbal and non-verbal
Happy and sad
- 22. Multiple Choice
An example of verbal communication is:
Phone conversation
Posture
Eye contact
Writing an email
- 23. Multiple Choice
Which of the following is a barrier to communication?
Message is not clear
Not listening
Lack of language skills
All of the above
- 24. Multiple Choice
Which is NOT important in effective communication?
Wearing a red tie
Making eye contact
Using appropriate body language
Using the appropriate tone
- 25. Multiple Choice
In order to comprehend a message, you must be:
In the conference room
Wearing a suit or dress
Using a telephone
Actively listening
- 26. Multiple Choice
All of the following are examples of active listening, EXCEPT:
Showing interest in the message
Staring out the window
Making eye contact with the messenger
Not interrupting the messenger
- 27. Multiple Choice
Good customer service is the ability of an organization to constantly and consistently exceed:
The speed of sound
The customer's expectations
The rainfall in South America
Their competitor's sales
- 28. Multiple Choice
True or False: Communication skills are vital to individuals and businesses
True
False
- 29. Multiple Choice
A good, clear speaker…
Understands what he/she wants to say
Considers the audience and the setting
Checks to assure understanding, and listens to responses
All of the above
- 30. Multiple Choice
A good, active listener…
Remains quiet while listening
Interrupts the speaker
Answers his/her cell phone during the presentation
Makes fun of the speaker
- 31. Multiple Choice
Which of the following is an example of a professional email address?
justinbeiberismyhero@mail.com
George.Washington@mail.com
ilovedogs@mail.com
What.What@mail.com
- 32. Multiple Choice
Which of the following is NOT an example of proper telephone etiquette in the workplace?
Helping the caller even if it isn't your job
Identifying yourself and your company when answering a call
Rushing the caller to get off the phone
Answering the phone before the third ring
- 33. Multiple Choice
We communicate by:
Speech (Telephone call, conversations, etc)
Visuals (Body language, facial expressions)
Writing (Letter, emails, newsletters, etc)
All of the above
- 34. Multiple Choice
When shaking hands, you should always:
Wear heavy cologne or perfume
Make eye contact
Make sure your hand is sweaty
Shake repeatedly until the person begs you to stop
- 35. Multiple ChoiceThe exchange of information through signs, symbols, and behaviors is _________.communicationlisteningempathynon verbal behavior
- 36. Multiple ChoiceNonverbal behavior may contradict what the speaker is sayingTruefalse
- 37. Multiple ChoiceExpressing myself in a clear manner with a clear message is the same asspeaking aggressivelycommunication verballyeffectively communicatingsimply being nonverbal
- 38. Multiple ChoiceThe main types of communication consist of the followinglistening, reading, writingactive listening & writingbody language, listening & readingverbal, nonverbal, written
- 39. Multiple ChoiceWhen it comes to skills of communication, the 4 basic skills include the following:speaking, listening, reading, writingeffective, communication, verbal, and nonverbalbeing quiet, talking, reading, listeningskills, writing, listening, nonverbal
- 40. Multiple Choice
Verbal communication includes...
sounds
language
tone of voice
all of the above
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