Communication

The process of sending and receiving information by talk, gestures, or writing for a response or action is

• speaking.

• messaging.

• management.

• communication.

Some researchers believe that ___________ can impair your written communication skills.

• emailing

• texting

• typing

• audiotaping

Facial expressions are an example of what type of communication?

• Verbal

• Nonverbal

• Interpersonal

• Organizational

Slang and buzzwords are known as:

• jargon.

• gestures.

• prejudices.

• semantics.

What part of a written message presents the content or topics of the message?

• Body

• Greeting

• Summary

• Introduction

What is one quality of an effective speaker?

• Interacting with the audience

• Being monotone

• Using jargon

• Staring at the ground

If you are unsure of how to interact with an upset customer, you should:

• Walk away

• Hang up the phone

• Find your manager

• Offer them free food

Who is the most important in one-on-one conversations?

• A freind

• Neither

• Sender

• Receiver

What is one appropriate way to answer the phone?

• "What do you want?"

• "How may I assist you?"

• "Goodbye."

• "No thank you!"

You should always ask permission before putting a customer on hold?

• True

• False