an application of all the elements of interpersonal communication
question
Which of the following statements is true of the problems associated with channels of communication:A.
The nonverbal cues that accompany words are unidentifiable in telephonic conversations.
B.
Face-to-face conversation denies the opportunity to supplement the words with nonverbal cues.
C.
Written communication has the potential for misunderstanding of words.
D.
It is typically best to avoid face-to-face communication in an ideal world.
answer
Written communication has the potential for misunderstanding of words.
question
Which of the following statements best describes noise?
A.
It refers to the dialogues used in customer interactions to enhance relationships, show civility, and build rapport.
B.
It is the idea or concept that you or your customer wishes to convey.
C.
It is a term that describes the method through which people communicate messages.
D.
It refers to the physiological or psychological factors that interfere with the accurate reception of information.
answer
It refers to the physiological or psychological factors that interfere with the accurate reception of information
question
Which of the following is an element of the PLAN guide to effective communication?
A.
Acquire new relationships.
B.
Nurture a continuing relationship.
C.
Limit interactions with customers.
D.
Prevent small talk.
answer
Nurture a continuing relationship
question
To deliver quality service effectively, a service provider must ____.
A.
deal with the needs of the business first
B.
deal with the customer's business concerns first
C.
rush in to solve the problem quickly
D.
deal with the human being first
answer
Deal with the human being first
question
You are a customer service provider. When the telephone rings ____.
A.
wait at least 5 minutes so the caller will know you are busy
B.
answer it quickly even though you are still eating lunch
C.
clear your head, focus on the telephone and answer professionally and cheerfully
D.
look over at a colleague and nod to them to answer it
answer
clear your head, focus on the telephone and answer
professionally and cheerfully
question
The practice of a message receiver giving back in his or her own words what he or she believes a sender said is called ____.
A.
channeling
B.
decoding
C.
encoding
D.
paraphrasing
answer
paraphrasing
question
Which of the following statements is true of feedback?
A.
It is always transmitted verbally.
B.
It elicits negative effects if given nonverbally.
C.
It can be used only on relationships that are strong.
D.
It has both positive and negative effects.
answer
It has both positive and negative effects
question
Why is nonverbal feedback more powerful than spoken or written feedback?
A.
Verbal feedback is often subject to interpretation.
B.
Nonverbal feedback increases the chance of ambiguity.
C.
Nonverbal feedback prohibits negative feedback.
D.
Verbal feedback considers distortion.
answer
verbal feedback is often subject to interpretation
question
Projecting a presence that is assured, confident and capable without appearing aggressive or arrogant is known as your level of ____.
A.
rapport
B.
indignation
C.
aggressiveness
D.
assertiveness
answer
assertiveness
question
Which of the following is most likely to cause conflict?
A.
Adequate communication
B.
Personal styles similarities
C.
Goals in sync with reality
D.
Dependent outcomes
answer
dependent outcomes
question
An emotion-reducing communication strategy that helps in handling conflict is ____.
A.
empathizing with customer
B.
raising the voice
C.
keeping communication closed
D.
showing aggressiveness
answer
empathizing with customer
question
Explain the PLAN acronym and its relevance to positive communication
answer
To maximize the potential and create a positive outcome with customers, a service provider must use the PLAN acronym as a guide to effective communication. The model stands for:
Prepare for positive customer interactions,
Let your customers know they are important,
Address your customer's expectations positively and
Nurture a continuing relationship
question
Why is it necessary to avoid negative communication?
answer
Customer loyalty is lost and customer frustration is raised in a number of ways when communicating. The choice of words or phrasing can often lead either to satisfaction or to confrontation, or it can destroy a customer-provider relationship. Customers do not want to hear what you can't do; they want to hear how you're going to help satisfy their needs or expectations. It is essential to avoid using vague or weak terminology
question
Explain with examples the difference between assertive and aggressive behavior.
answer
Assertiveness can assist in solving problems; aggressiveness can escalate and cause relationship breakdowns. Asserting projects an image of confidence and self-assurance.
For example, interact in a mature manner with customers who may be offensive, aggressive, or unreceptive to what you are trying to explain to them. Do not become defensive or confrontational. Use appropriate eye contact. Make positive eye contact as you speak. Maintain intermittent eye contact as you smile. Avoid squinting or glaring.
question
What are filters?
answer
Filters are factors that distort or affect the messages one receives. They include, among other things, attitude, interests, biases, expectations, experiences, education, beliefs and values, background, culture, and gender. These factors can cloud our perception and judgment and can sometimes result in communication and service breakdowns
question
What do you mean by nonverbal feedback?
answer
Nonverbal feedback refers to the messages sent to someone through other than spoken means. Examples are gestures, appearance, and facial expressions. Nonverbal feedback can be more powerful than the spoken or written word because it is often subject to interpretation based on the customer's background, culture, gender, age, and many other factors.
question
Resentment, frustration and retaliation often result when employees believe their supervisor is.....
answer
a. misusing their power
b. affirming the value of relationships
c. demonstrating commitment
d. working toward goal attainment
question
which of the following is an example of nonassertive behavior...
answer
a. grasping a table or chair while talking
b. giving a limp and weak handshake
c. folding the hands while talking
d. apologizing for mistakes and moving on with the conversation
question
which of the following is most likely to lead to a communication breakdown...
answer
a. please
b. I appreciate
c. listen to me
d. you're right+-
question
the silent bond built between two people as a result of sharing common interests is called....
answer
a. rapport
b. conflict
c. noise
d. feedback
question
the response to a sender's message that allows both the sender and receiver to know that a message was received correctly is called.....
answer
a. pet peeve
b. small talk
c. verbal feedback
d. rapport
question
pet peeves or hot buttons are behaviors such as...
answer
a. putting someone's call on hold without permission
b. using customers last names to address them
c. answering the telephone promptly
d. exhibiting a professional service provider appearance
question
when something goes wrong, a service provider should...
answer
a. look for someone else to blame
b. hide quickly so you do not have to solve the problem
c. use several policy excuses
d. take responsibility and take appropriate action
question
dialogue that is used to enhance relationships, show civility, and build rapport is called...
answer
a. paraphrasing
b. small talk
c. global term
d. pet peeves
question
______occurs when a customer converts messages received into familiar ideas by interpreting or assigning meaning.
answer
a. encoding
b. sending
c. enlisting
d. decoding
question
which of the following is an element of an interpersonal communication model......
answer
a. conflict
b. aggressive service
c. noise
d. negative communication
question
as a service provider, the key element in making your customer interactions successful is....
answer
a. to realize that you are the most important element in the situation
b. to communicate only with those who know you best
c. to recognize how you ten to communicate by asking those who know you best for feedback
d. to realize that everyone you know is uncomfortable with giving you feedback and may not have a different persepective
question
a communication delivered through speech or signals is known as....
answer
a. noise
b. message
c. channel
d. filter
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