7th Workplace Comm. EXAM

Which is an example of VERBAL communication?

• voice tone

• physical distance

• conversation

• hand gesture

Which of the following is NOT an element of successful verbal communication?

• focusing on developing an end product

• letting the process move at its own pace

• allowing time to get to know one another

• engaging motivated people

Which of the following is an example of effective oral communication?

• avoiding difficult conversations

• talking without paying attention to feedback

• avoid asking questions

• ensuring the tone used is open and non-confrontational

Which of the following is NOT a shortcoming of emails?

• ineffectiveness to communicate emotion

• instant delivery

• information overload

• computer virus

What percentage of non-verbal cues contribute to the communication process?

• 40%

• 55%

• 60%

• 75%

What is is the study of an individual’s perception and use of space?

• Facial behavior

• Kinesics

• Proxemics

• Paralanguage

All of the following are examples of kinetics EXCEPT?

• rubbing temples

• smiling

• pacing

• drumming fingers

__% of the communications meaning is delivered through paralanguage.

• 23

• 38

• 44

• 51

How many consumers would pay a higher price for good customer service?

• three out of ten

• five out of ten

• seven out of ten

• nine out of ten

Which of the following is a sign of good customer service?

• leaving the customer waiting too long

• avoiding eye contact

• showing signs of impatience

• properly greeting customers upon the first contact