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

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

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

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

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

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)