Unit 13 Workplace Communication

Which of the following is an example of verbal communication?

• Hand gesture

• Physical distance

• Conversation

• Voice tone

Which of the following is NOT an element of successful verbal communication?

• Engaging motivated people

• Letting the process moving at its own pace

• Allowing time to get to know each other

• Focusing on developing an end product

Which of the following is an example of effective oral communication?

• Avoid asking questions

• Talking without paying attention to feedback

• Avoiding difficult conversations

• Ensuring the tone used is open and non-confrontational

Which of the following is NOT a shortcoming of e-mails?

• Instant delivery

• Information overload

• Computer viruses

• Ineffectiveness to communicate emotion

What percentage of non-verbal cues contribute to the communication process?

• 40 percent

• 55 percent

• 60 percent

• 75 percent

Which of the following is the study of an individual’s perception and use of space?

• Paralanguage

• Kinesics

• Proxemics

• Facial behavior

Which of the following is NOT an example of kinetics?

• Drumming fingers

• Pacing

• Smiling

• Rubbing temples

What percentage of the communication meaning is delivered through paralanguage?

• 23 percent

• 38 percent

• 44 percent

• 51 percent

How many consumers would pay a higher price for good customer service?

• Three out of ten

• Five out of ten

• Seven out of ten

• Nine out of ten

Which of the following is a sign of good customer service?

• Avoiding eye contact

• Properly greeting customers upon the first contact

• Showing signs of impatience

• Leaving the customer waiting too long