Effective Communication

Which is the wrong statement in Albert Mehrabian's Communication Model?

• 55% Body Language

• 55% Spoken Words

• 7% Tone of Voice

• 38% Spoken Words

Which statement is not part of communication style?

• Verbal / Non Verbal

• Written

• Aggressive

• Visual

How do we deal with aggressive customer?

• Raise our voice

• Be in their shoes, reassure and listen

• Avoid their calls / emails

• Forward their calls / emails to another colleague

Which is/are the common filler words in Verbal Communication Style?

• Actually

• Then

• So

• All the above

Proof read your email, letters or memo will help you to:

• Identify mistakes or opportunities to say differently

• Save time

• Upset your reader

• Display positive body language

Which statement is wrong when managing Complaining Customer?

• Stay Calm

• Listen Well

• Express your frustration

• Acknowledge the problem

What are the barriers to Effective Communication?

• Poor Listening

• Avoid of eye contact

• Distractions

• All the above

Which is the wrong method in managing customer's emotion?

• Reassure and Listen

• Acknowledge the problem

• Argue

• Offer a solution

Which are the positive body language?

• Gestures that are communicating interest

• Enthusiasm

• Positive reactions

• All the above

We should get upset by the things other people say or do, you think their remarks or behaviour are directed at you.

• True

• False