3 Foundations, Communicating for Success

Why is it important to take your temperature as part of effectively communicating in the workplace?

• Because when you do, you stick to what you believe is right.

• Because if you are tired or upset, your interactions with clients might be affected.

• Because when you do, you trust your judgment.

• Because some clients are clear about what they want, but others might not be.

Olivia has worked at the same place for nearly 15 years. In all of that time, she has never once had a negative run-in with a manager or coworker. Gretta, Olivia’s coworker for nearly all of the 15 years, finds it hard to believe Olivia has managed to avoid negative interactions with any of the other professionals. In Gretta’s opinion, Olivia too often remains neutral, completely avoids joining in on good gossip, keeps her private life very private, and always takes everything very personally. Which of Gretta’s observances of Olivia is the one that actually should be avoided in order to effectively and peacefully interact with coworkers?

• Olivia’s insistence on remaining neutral

• Olivia’s taking things very personally

• Olivia’s avoidance of good gossip

• Olivia’s private life being kept private

Kallie has just had a long conversation with her new client, Amanda. Kallie’s goal during this initial meeting was to ascertain Amanda’s needs and how to achieve her desired results. In which of the following did Kallie just participate?

• the golden rules of communication

• show and tell

• the client consultation

• the total look concept

Zoey is studying for a career in beauty and wellness. Which of the following will be the basis of all long-lasting relationships with Zoey’s clients and coworkers?

• marketing skillfully

• upselling productively

• communicating effectively

• styling expertly

Not crossing your arms when listening to clients or team members is an example of ______.

• being aware of your body language

• using correct English

• speaking clearly and loudly enough for people to hear

• always remembering that listening is the best relationship builder

When reflective listening, it is important to ______.

• not interrupt while the client is speaking

• focus on other things while the client is speaking

• steer the client into choices you think are best

• try to prevent the client from saying too much

Which of the following should you NOT do at your employee evaluation?

• Approach your manager cautiously and shyly.

• Ask when you might be considered for promotion.

• Ask when your pay scale might be increased.

• Ask when you can take on more services.

What is reflective listening?

• pretending to listen to the client while actually beginning to concentrate on their service

• having your assistants listen to the client and then asking them to tell you what the client said

• listening to the client and then repeating, in your own words, what you think the client is telling you

• trying to remember what clients requested without actually having to ask them to repeat it

Martha’s instructor has told her that she should take practical steps for effectively communicating in the workplace. Which of the following is LEAST likely to be one of the steps Martha’s instructor mentioned?

• to believe in herself

• to respond instead of reacting

• to be attentive

• to talk more and listen less

Larissa has been told by her manager to keep several points in mind when interacting and communicating with coworkers. Which of the following did Larissa’s manager most likely NOT tell her to do as part of her efforts to do so effectively?

• Treat everyone with respect.

• Remain objective.

• Share your private life with them.

• Be honest and sensitive.