Communication

What is communication?

• Customer service requires the ability to communicate effectively.

• Communication is the process in which information, ideas, and understanding are shared between two or among more people.

• The element of understanding must take place.

When dealing with people from other cultures who seem uncomfortable with eye contact,

we should:

• take their discomfort as an indication of their honesty.

• try to maintain eye contact anyway.

• accept them as they are.

Which of the following is not a word to use when dealing with customers?

• yes

• challenge

• difficulty

• will

Jonathon composes inspiring articles that encourage his readers to consider a variety of viewpoints. Jonathon is skilled in which method of communication?

• listening

• writing

• talking

• reading

Allowing our eyes to make visual contact with someone else’s is referred to as:

• voice inflection.

• eye contact.

• visual interaction.

• imagery.

All of the following are barriers to effective communication except:

• Different interpretation of words

• Mixed signal from sender

• One-way communication

• Feedback

All of the following are barriers to effective communication except:

• Distortion of information

• Communication overloads

• Eliminate noise

• Improper timing

Which of the following are common barriers to effective communication?

• Hand gestures

• Distraction

• Be a good listener

• Eyes and facial expression

One word can be interpreted to give different meanings

• General body language

• Eyes and facial expression

• Language differences

• Emotions

This is mainly a communication barrier on the receiver's end

• Emotions

• Poor listening skills

• Appearance

• Use of space