Pillars of Effective Communication Review

This is the process of designing a customer service script and formulating a message so as not to frustrate or upset your customers.

• Mirroring

• Positive Scripting

• P.R.E.P. Framework

• Customer's Languages

This is customer's language which prefer the use of images, maps, and graphic organizers to access and understand new information.

• Auditory

• Kinesthetic

• Visual

• None of the above

In effective phraseology guidelines, If you are not sure of the answer, never say “I don’t know” but rather share what you can do.

• Specifics > Convenience

• Actions > Uncertainties

• Possibilities > Restrictions

• Positive Scripting

This means repeating the meaning of the message using your own words.

• Positive Scripting

• Mirroring

• Active Listening

• Funnel Effect

In the Auditory Customer Language, which set of words appeal to them most?

• In view of/ Plainly see

• Looks like it/ See to it

• Pull some strings/ Break it down

• Speak/ Tune in or Tune out

In Kinesthetic Customer Language, which set of words appeal to them most?

• I don't get it/ Walk me through

• Looks like it/ See to it

• Show me the bigger picture

• Resonates/ Remark

In effective phraseology, this states that for concerns that are based on restrictions (example: policy) focus on what we can offer.

• Specifics > Convenience

• Actions > Uncertainties

• Possibilities > Restrictions

• Positive Scripting

What does V.I.P. in Tone stand for?

• Volume, Intonation, Pause & Pace

• Volume, Intonation, Phrase

• Volume, Insights, Pause & Pace

• Volume, Ideas, Phrase

In the 3V's of Communication, which is identified as the second with the highest percentage of what builds connection?

• Visual

• Vocal

• Verbal

• Connection

In the communication process, these 2 are the most important ones:

• Sender & Message

• Medium & Receiver

• Sender & Medium

• Message & Receiver