Front

In most cases of unsuccessful communication:

Back

the speaker is focused only on his or her own message.

Front

The most common response to conflict is:

Back

avoidance.

Front

When dealing with customers, it is important to listen carefully and with sincere interest in order to:

Back

make sure that you understand the customer’s needs.

Front

Communication is likely to increase in difficulty when there are significant differences in the __________ of the speaker and audience.

Back

experiences

Front

In workplace communication, it is not appropriate to use:

Back

slang or swearing.

Front

A co-worker just told you that you frequently interrupt others when they are talking. What should you do?

Back

Ask for clarification and then choose your words wisely.

Front

Keeping your workspace tidy MOST LIKELY communicates to others:

Back

you are an efficient, trustworthy professional.

Front

Laticia has a meeting at 9:00AM. She is often late for work and this day is no different. She joins the meeting at 9:20AM, explaining that traffic held her up. Her actions and explanation demonstrate:

Back

her disrespect for the time and commitments of others.

Front

Binta is starting her first day on the job. It’s Monday and the phones are extremely busy with customer calls. Mai is asked to get Binta started. Her response should be:

Back

“Hello Binta, welcome, and we are glad you are here.”

Front

The success of a team depends heavily on:

Back

how well the team members work together.