NEW
Font size
WorksheetsEffective Communication
Total questions: 10
Worksheet time: 3mins
Which is the wrong statement in Albert Mehrabian's Communication Model?
55% Body Language
55% Spoken Words
7% Tone of Voice
38% Spoken Words
Which statement is not part of communication style?
Verbal / Non Verbal
Written
Aggressive
Visual
How do we deal with aggressive customer?
Raise our voice
Be in their shoes, reassure and listen
Avoid their calls / emails
Forward their calls / emails to another colleague
Which is/are the common filler words in Verbal Communication Style?
Actually
Then
So
All the above
Proof read your email, letters or memo will help you to:
Identify mistakes or opportunities to say differently
Save time
Upset your reader
Display positive body language
Which statement is wrong when managing Complaining Customer?
Stay Calm
Listen Well
Express your frustration
Acknowledge the problem
What are the barriers to Effective Communication?
Poor Listening
Avoid of eye contact
Distractions
All the above
Which is the wrong method in managing customer's emotion?
Reassure and Listen
Acknowledge the problem
Argue
Offer a solution
Which are the positive body language?
Gestures that are communicating interest
Enthusiasm
Positive reactions
All the above
We should get upset by the things other people say or do, you think their remarks or behaviour are directed at you.
True
False
