Effective communication

What is non-verbal communication

• communicating with someone by using gestures
• Getting messages across with facial expressions
• Using your body language to convey something to someone else
• All of the above

Tags

CCSS.RI.9-10.4

CCSS.RI.9-10.4

CCSS.RI.11-12.4

CCSS.RI.7.4

CCSS.RI.8.4

Which of these is NOT an example of a verbal communication skill

• The speed of our speech
• Eye contact
• Language used
• Volume of speech

Tags

CCSS.L.1.6

CCSS.L.3.6

Why 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 products
• The customer may speak fast also because you are
• It may give the customer a migraine
• The customer may get excited and burst into song

Paraphrasing is....

• Repeating a customer's order back to them exactly the way they said it
• Asking the customer to repeat their order again
• Informing the customer of the process they must follow to place their order
• Relaying the order (or message) back to the customer to ensure you understand their request

Tags

CCSS.RI. 9-10.2

CCSS.RI.11-12.2

CCSS.RL.11-12.2

CCSS.RL.8.2

CCSS.RL.9-10.2

Reading and responding to body language, using facial expressions and using silence are all examples of what?

• Open listening
• Pretend listening
• Clarity listening
• Active listening

Examples of correctly using speech and volume skills include...

• Giving the right info, speaking at the right volume and articulating your words
• Speaking softly, use long pauses and positive facial expressions
• Keep eye contact, speaking loudly and using the right language
• Hold your head high, yell all your words and keep your eyes closed

Keeping a good posture is important because ..

• customers may be judging you
• it helps show the customer you are confident and have a good attitude
• you may stretch your uniform and have to pay for another one
• it will help the customer understand that you are a health conscious person

Facial expressions, posture and eye contact are all skills in ....?

• verbal communication
• anti-verbal communication
• post-verbal communication
• non-verbal communication

Tags

CCSS.RI.9-10.4

CCSS.RI.9-10.4

CCSS.RI.11-12.4

CCSS.RI.7.4

CCSS.RI.8.4

One of the best ways to show customers you are listening is

• talking to the person next to you
• frowning at the customer
• appropriate amount of eye contact
• asking them to repeat what they said

Using communication skills effectively will help you do what

• understand the customers request
• provide the customer with the right information and service
• make sure the customer feels looks after and understood
• all of the above (or below)