Mental Health in the Workplace

A customer is telling you that the product they purchased broke. What role in the conversation do they represent?

• bystander
• listener

• supporter
• speaker

There are two activities that comprise all acts of communication. What are they?

• talking and asking questions

• speaking and acting

• responding and listening

• listening and speaking

When a customer comes into your store, what is the first thing you should do?

• ask if the need help

• smile and say hello

• shake their hand

• tell them about the specials for the day

Which element is NOT part of the communication process?

• Sender

• Feedback

• Environment

• Receiver

Nonverbal communication includes all of the following EXCEPT:

• Facial expressions

• Written notes

• Body language

• Eye contact

What should a receiver do to ensure effective communication?

• Interrupt the sender

• Reflect statements back to the speaker

• Avoid eye contact

• Use complex terminology

Which is a physical barrier to communication?

• Cultural diversity

• Hearing loss

• Prejudice

• Fear

Psychological barriers to communication may be caused by:

• Blindness

• Aphasia

• Prejudice

• Language differences

Cultural diversity barriers can include differences in:

• Blood type

• Eye contact norms

• Hair color

• Dietary preferences

A negative effect of poor interpersonal relationships is:

• Trust and respect

• Physical illness

• Self-confidence

• Enjoyable life