Communication (Practice 1)

Which of the following is not helpful when active listening?

• Thinking about how you'll reply while others are speaking

• Asking questions

• Making eye-contact

• Repeating what the speaker has said to check understanding

If a speaker were to say, "Customers have been complaining about the pizza tonight.  You need to talk to Steve about it tomorrow." the best response from an active listener in this situation would be...

• Pizza seemed good to me!

• I'm too tired for this today.

• Sounds like they were unhappy.

• What did they say about the pizza? What didn't they like?

What is a good reason to look at someone when they are communicating?

• To check out their style.

• You can learn a lot from someone's movement, gestures and facial expressions.

• All people prefer when you stare at them while they are speaking.

• You should never look at someone when they are communicating.

Which of the following is not part of the communication model?

• Sender

• Noise

• Decoding

• Motivation

Feeling angry and thinking about how you are going to prove someone wrong while they are speaking is an example of what?

• Environmental noise/barrier

• Internal noise/emotional barrier

• Bad choice of channel

• Active listening

What is the best way to answer the phone in a professional environment?

• What?

• Don't say anything, wait for the other person to speak.

• Hello?

• Yes!

Which of the following affects a customer's first impression of a business?

• The appearance and cleanliness of the staff.

• The way that the bill is handled.

• The dessert.

• The way that the staff interact with eachother.

Which is the best channel for a difficult and complicated conversation with a coworker?

• A social media chat

• A letter

• Text message

• Face-to-face conversation

Which of the following is not part of non-verbal communication?

• Tone of voice

• Eye-contact

• The words spoken

• Facial expressions

Which of the following is a way of showing respect to supervisors, colleagues, and customers?

• Talk over them

• Acknowledge their presence

• Ignore them

• Forget their name