WorksheetsCommunication & Telephone Skills Post-Test
Total questions: 15
Worksheet time: 8mins
What is communication?
Body language only
Active listening skills only
An exchange of message between more than one person
None of the above
What are the 3 methods of communicating?
Paraphrasing, repeating, and reflecting
Verbal, written and non-verbal
Response, translation and reception
Dominant, analytical and sociable
This personality type seeks to ''win'' the argument
Passive
Analytical
Expressive
Dominant
An active listening skill technique that involves a restatement of the information given by the speaker in your own words
Paraphrasing
Repeating
Reflecting
Paying attention
What is the ''word'' impact during a face to face communication?
7%
38%
55%
87%
What are the 3 key elements of written communication?
Body language, tone of voice and attitude
Font, size and signature
Structure, style and content
A pen, a paper and words
What defines ''assertive'' behavior?
I win, you win
I lose, you lose
I win, you lose
I lose, you win
''Non-verbal'' cues could be:
Eye contact
Open arms
Nodding
All of the above
Acceptable personal space distances vary depending on:
Weather and time of the day
Marital status
Place of living and gender
Both answers 2 & 3 are correct
The ''Expressive'' personality type tends to dislike:
Too many details
Being left out
Vagueness
All of the above
''Let's resolve this together'' is an example of:
Probing technique
Passive behavior
I-statement technique
Diplomatic language
Using Emoji while communicating with customers is:
Encouraged
Not advisable
Acceptable, maintaining professional standards
Totally acceptable, without any restriction
The ''Dominant'' personality type tends to react to pressure by:
Assuming responsibility
Take more control
Seeking even more information and data
Both answers 1 & 2 are correct
Several factors can be ''Barriers'' to clear communication:
Foreign language and word choice
Surrounding noise and distraction
Listening skills and stereotyping
All of the above
Over the telephone:
A smile can be heard
''Please'' and ''Thank you'' are still magic words
Sound helpfull
All of the above
