HSC Chapter 2 and Chapter 3.1-3.5 Recap

Oral messages cannot be taken in the form of _______.

• emailing

• telephone message

• face-to-face

• announcements

Important points are spoken more clearly and slowly as compared to unimportant points, which are usually spoken quickly. This strategy to identify main points from an oral message is known as

• pace

• repetition of words

• greater emphasis on the words

• understand each and every word perfectly

Extreme modifiers are words that convey an absolute intensity or degree that tend to make a statement appear biased or false. Select extreme modifiers from the following:

• Never

• Always

• Surely

• Sometimes

Select three strategies for identifying main points and details from an oral message.

• Place greater emphasis on starting words

• Look out for repetition of words

• Focus on every single detail

• Follow speed of speech

The phrase " In Conclusion" is an example of which category of signal word?

• Introductory

• Qualifying word

• Supportive idea

• Summary

When writing a telephone message, the correct format for date is

• 28 Oct'22

• 28 October 2022

• 28-10-22

• 2022 October 28th

Which of the following is not a benefit of creating a good first impression?

• Guest tends to trust you more readily

• Increases your confidence

• Reason for guest to give you good feedback card

• Guest will respect your views

When a relationship is built between the service staff and the customers, the customer will be more t_______ and understanding when there is an occasional service lapse and engages in customer service recovery.

Research has proven that __% of the communication consists of body language.

• 7

• 21

• 38

• 55

Select examples that show hygiene practices:

• Flossing of teeth

• No slouching when seated

• Combing of hair

• Putting on basic make-up