All of LO4 unit 1

Which of the following is an interpersonal action that an employee should follow when speaking or listening to other team members?

• Avoid eye contact to focus on speaking

• Sit up straight to show interest

• Speak as quickly as possible

• Use technical jargon at all times

When should an employee use technical terms?

• When discussing issues with technicians

• In all written communication

• When speaking to customers unfamiliar with the system

• In informal conversations with friends

What is the difference between closed, open, and leading questions?

• Closed questions prompt short answers, open questions elicit opinions, leading questions expect a certain response

• Closed questions elicit opinions, open questions expect a certain response, leading questions prompt short answers

• Closed questions elicit opinions, open questions prompt short answers, leading questions expect no response

• Closed questions expect a certain response, open questions prompt short answers, leading questions elicit opinions

Which of the following should be considered when deciding between formal or informal written communication?

• Whether the communication will be legally recorded

• The time of day the communication is sent

• The number of words in the message

• The color of the paper used

Which of the following is a barrier to successful communication?

• Distraction from social media

• Consistent eye contact

• Active listening

• Clear and concise language

What is one advantage of using email for communication?

• It can include documents and multimedia attachments.

• It requires no internet connection.

• It is always free to send messages.

• It is the fastest method of communication.

Which communication method is best for real-time support?

• Letter

• Email

• Blog/Vlog

• Instant Messaging

What does VoIP stand for?

• Video over Internet Protocol

• Voice over Internal Protocol

• Video over Internal Protocol

• Voice over Internet Protocol

Which communication method is most suitable for sending promotions to thousands of customers?

• Email

• Teleconference

• Personal Assistant

• Cellular Call

Which communication method allows users to see each other and look for body language during an interview?

• Cellular Call

• Instant Messaging

• Text Message

• Video Conference