WorksheetsLife skills
Total questions: 58
Worksheet time: 29mins
What roles does empathy play in providing good customer service?
It helps the customer understand why you cannot solve his problem
It conveys to the customer that you will do whatever it takes to make sure they leave satisfied
It shows that you understand how the customer feels
It gives the customer someone to blame for the problem they are having
Which of the following are important components of good communication as it relates to customer service?
Making eye contact when interacting face-to-face
Using a friendly tone and a smile
Using proper grammar and spelling in written communications
All of the above
Organizations that treat their customer service as necessary evil generally:
produce better financial results
have lower marketing costs
have less repeat business
have employee morale
The content of the communication is called:
message
noise
media richness
jargon
To convert a message into groups of words, symbols, gestures or sounds that present ideas and concepts is called:
encoding
feedback
noise
media richness
Which of the following is not a medium of transmission?
Memos
Policy statement
Discussions
All of the above
Which of the following is an example of non verbal communication media?
Time
Space
Bulletin Board
Both A & B
Any communication that conveys a message consisting of the spoken words is called:
Visual communication
Oral communication
Non verbal communication
Written communication
A certain look or glance is an example of:
Visual communication
Oral communication
Written communication
Non-verbal communication
Manuals and policy statements are referred to as:
upward communication
downward communication
horizontal communication
grapevine communication
Suggestions for improvements from an employee in the accounting department is an example of:
upward communication
downward communication
horizontal communication
grapevine communication
When the accounting manager communicates to the purchasing manager the dollars available for purchases in the current month, this is an example of:
upward communication
downward communication
horizontal communication
grapevine communication
An informal and unstructured communication channel that cuts across formal channels of communication is called:
medium
channel
media
grapevine
______________________ is the process by which the receiver interprets the symbols used by the source of the message by converting them into concepts and ideas
Decoding
Listening
Encoding
None of the above
Which of the following is a form of verbal/oral communication?
Shaking hands
Talking professionally
Nodding head
Clapping hands
When dealing with a customer, you should NOT:
get caught up in an argument
use the word ‘no”
give out orders or place blame on the customer
All of the above
Which of the following communication methods would contact the greatest number of people in a single transmission?
Intercom
Pager
Telephone
Public address system
Which of the following can offer the greatest degree of confidentiality?
Intercom
Letter
CCYV
Meeting
A common method of written interdepartmental communication is
a memorandum
a letter
report
minutes
Which is not a means of oral communication?
Inteview
Flyer/brochure
Telephone
Meeting
Which is the correct sequence for relaying a message?
Message, medium, sender, receiver
Medium, message, sender, receiver
Sender, medium, message, receiver
Sender, message, medium, receiver
Memorandum, agenda, itinerary and notice are examples of:
written communication
oral communication
visual communication
non-verbal communication
Which of the following means of communication provides no record of information communicated?
Facsimile
Telegram
Telephone
Memorandum
The sign 'Wet Floor' in a restaurant in a type of:
written communication
oral communication
visual communication
non-verbal communication
Grapevine is a/an ________________ type of communication.
formal
unofficial
lateral
none of the above
We have been communicating all our lives so we cannot improve.
True
False
Computer skills are generally more important than communication skills in the workplace.
True
False
The communication process does not include areas such as body language and styles
True
False
Verbal symbols can be interpreted more clearly and unambiguously than nonverbal one.
True
False
Feedback is an extremely important aspect of communication
True
False
The setting as well as certain barriers, can interfere with successful communication
True
False
The main advantage of written communication is that it provides a permanent record of a message
True
False
Encoding is the process of creating a message that people will understand.
True
False
Communication must include a verbal component
True
False
Sometimes our nonverbal cues contradict our verbal cues.
True
False
Poor communication can result in misunderstandings and confusion.
True
False
Grapevine is closely associated with formal communication.
True
False
Formal Communication Channel
transmits organizational information, such as
goals or policies and procedures.
True
False
Unofficial communication channel does not cause rumors in the organization.
True
False
Jargons can prevent communication from taking place.
True
False
The process of learning the receiver's response to your sent messages is called
Encoding
Decoding
Feedback
Channel
_____ occurs when the sender selects the words, tone, and nonverbal symbols.
Decoding
Encoding
Feedback
Channel
Receivers _____ messages and use feedback to respond.
Decoding
Encoding
Feedback
Channel
The conduit that carries a message from sender to receiver is the _____.
Verbal Message
Feedback
Oral message
Message channel
The most effective message channel is _____.
Face to Group communication
Face to Face communication
Written communication
Visual communication
The least effective message channel is _____.
Written communiation
Third party communication
Phone communication
none of the above
The least effective message channel is _____.
Feedback
Reinforcement
Medium
Interaction
The least effective message channel is _____.
Sender
Message
Channel
Receiver
Which of these is the external sounds present in the channels of communication?
Noise
Over communication
Culture
Problems
When is the communication process complete?
When the sender transmit the message
When the message enters the channel
When the message leaves the channel
When the receiver interprets the message and send a feedback
Programme
Process
Plan
paper
____________ refers to all the factors that disrupt communication
Noise
Nonsence
Nowhere
Negation
Your dress/attire is an example of _________ communication
Verbal
Non-verbal
written
Oral
Letter, e-mail, and telephone are examples of __________ communication
Message
Feedback
Channel
Encoding
In oral communication there is a possibility of immediate _________
reaction
response
reflection
reconsideration
While talking to friends you do not pay attention to the skills of _____ Communication.
written
oral
audio
visual
Communication strengthens _______ and ______________ relationship is an organization
employer - father
employee - employer
mother - child
father - mother
The message may be misinterpreted because of _____
Barriers
Distortion
Distraction
None of the above
