Communication Skills Quiz

Which of the following gestures can be used to show that you are engaged and actively listening?

• Maintain eye contact with the speaker.

• Lean back in your chair.

• Finish the speaker’s sentences or ideas.

• Participate when it is your turn to speak.

If a message seems negative, the Receiver should ask the Sender for ________.

• Cues

• Clarification

• Common Patterns

• Concerns

The special responsibility of the Receiver is to avoid making ________.

• Preferences

• Assumptions

• Internal Filters

• Translation Errors

Which of the following is not an effective way for a Receiver to understand the Sender?

• Focusing on small details.

• Ignoring simple misstatements.

• Decoding the main talking points.

• Avoiding distractions.

What is the best way to respond to a disgruntled customer’s phone call?

• Refer the customer to your immediate supervisor.

• Attempt to calm down the customer with positive body language.

• Remain courteous and respond to their concerns in a professional manner.

• Place the customer “on hold” until they are more reasonable.

A(n) ________ Receiver is fully involved in the success of the communication process.

• Effective

• Passive

• Inactive

• Unresponsive

Which of the following is the most difficult part of the communication process?

• Filtering

• Decoding

• Encoding

• Organizing

A Receiver's ________ skill is extremely powerful and plays the greatest role in a successful communication process.

• Listening

• Speaking

• Writing

• Reading

________ are habits that reduce the effectiveness of the communication process.

• Barriers

• Enhancers

• Facilitators

• Boosters

If a Receiver wants to improve their listening habits, they should ________.

• Identify the Sender's cues and recognize organized patterns

• Ignore the Sender's cues and focus on their own thoughts

• Interrupt frequently to clarify points

• Avoid taking notes to stay more engaged