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Worksheets

How much do you remember?

Total questions: 8

Worksheet time: 3mins

Name
Class
Date
1.

To talk quickly about trivial matters or a series of high pitched sound.

a)

Chatter

b)

Conversation

c)

Talk

d)

Condensation

2.

The ______ generates the message and conveys it to the receiver. He is the source and the one who starts the communication.

a)

Encoding

b)

Sender

c)

Message

d)

Channel

3.

It is the act of writing, typing, or printing symbols like letters and numbers to convey information.

a)

Verbal communication

b)

Nonverbal communication

c)

Written communication

d)

Communication

4.

This barrier of communication is created by external factors like traffic, the playing of loud music, trains, and airplanes, or by crowds of people, which affects our communication.

a)

Time and distance

b)

Emotions

c)

Prejudice

d)

Noise

5.

This process of communication is once the receiver confirms to the sender that he has received the message and understood it.

a)

Media

b)

Feedback

c)

Response

d)

Decoding

6.

Which of the following is not an important quality of guest service?

a)

Professionalism

b)

Patience

c)

People-first Attitude

d)

Panicky

7.

It occurs when a customer service professional takes action that results in the customer being satisfied after a service failure occurred.

a)

Communication

b)

Providing special service option

c)

Extra service

d)

Recovery from service failures

8.

Good quality guest service is not important.

a)

True

b)

False

c)

Fallse

d)

Maybe