What is an example of Body Language Communication?

• Asking Questions

• Clarifying

• Listening

• Summarising

Answer explanation

Body language is a range of nonverbal signals that you can use to communicate your feelings and intention

What is one thing you could do to ease the anxiety of a confused guest?

• Showing an annoyed expression

• Nodding and maintaining eye contact

• Fidgeting

• Constantly sighing

When you speak, your listener gets messages from...

• How you speak

• How you act

• How you look

• All of the above

Answer explanation

Everything listed is actually factored when you are communicating with someone.

There is no such thing as too much Body Language

• True

• False

Answer explanation

For example, if you are moving hands too much or staring too aggressively at someone.

What should you not do to escalate situations involving anger?

• Constantly sighing

• Showing a face of concern

• Nodding

• Maintaining Good Posture

Answer explanation

Sighing can be seen as form of boredom and shows disinterest.

Folding your arms is a form of

• Positive Body Language

• Negative Body Language

Answer explanation

It comes off as a person who is closed off or trying to be distant

Keeping a good posture is important because...

• Guests may judge you

• So that you seem like a healthy individual

• Shows that you are confident and have a good attitude

Having a monotone voice while someone is agitated helps the situation

• True

• False

Answer explanation

It demonstrates to the other person that you do not care.

Research shows that  ___% of communication conveyed through non-verbal communication.

• 38

• 7

• 55

• 41

How something is said, not what is said refers to...

• Choice of words

• Mood

• Tone of Voice