Business Communication_DPB40093

What is non-verbal communication

• communicating with someone by using gestures

• Using your body language to convey something to someone else

• Getting messages across with facial expressions

• All of the above

Which of these is NOT an example of a verbal communication skill

• The speed of our speech

• Language used

• Eye contact

• Volume of speech

Why do we have to make sure we do not speak too fast when communicating with a customer?

• They may not hear everything you've said like promotions or special products

• It may give the customer a migraine

• The customer may speak fast also because you are

• The customer may get excited and burst into song

Keeping a good posture is important because ..

• Customers may be judging you

• You may stretch your uniform and have to pay for another one

• It helps show the customer you are confident and have a good attitude

• It will help the customer understand that you are a health conscious person

One of the best ways to show customers you are listening is

• Talking to the person next to you

• Appropriate amount of eye contact

• Frowning at the customer

• asking them to repeat what they said

Using communication skills effectively will help you do what

• Understand the customers request

• Make sure the customer feels looks after and understood

• Provide the customer with the right information and service

• All of the above (or below)

Your tone of voice can reveal your true feelings.

• True

• False

Is listening a part of communication?

• Yes

• No

An example of verbal communication is

• Phone conversation

• Eye contact

• Posture

• Writing an email

Which of the following is a barrier to communication?

• Message is not clear

• Lack of language skills

• Not listening

• All of the above