Communication

Question 1

three parts of communication

Answer 1

Sender, Message, Receiver

Question 2

types of communication

Answer 2

Verbal, Non-verbal, written

Question 3

65%-93% of all communications

Answer 3

non-verbal

Question 4

types of non verbal communication

Answer 4

Kinesics, Proxemics, Touch

Question 5

personal space

Answer 5

proxemics

Question 6

the study of non verbal communication

Answer 6

kinesics

Question 7

0-2ft(0-60cm)

Answer 7

intimate distance

Question 8

2-4ft(60cm to 1.5 meters)

Answer 8

personal distancce

Question 9

4-12ft (1.5 meters to 3 meters)

Answer 9

social distance

Question 10

> 12 ft (>3 meters)

Answer 10

public distance

Question 11

used when we come into physical contact with other people

Answer 11

haptics

Question 12

the first sense to develop in the fetus

Answer 12

touch

Question 13

a conversion that involves positive steps through feedback to ensure that the listener is interpreting what the speaker is trying to say

Answer 13

active listening

Question 14

a face to face interaction. focuses on the physical and emotional well being of a patient

Answer 14

therapeutic communication

Question 15

disregards ones own rights and needs
tends to put other peoples needs ahead of their own

Answer 15

passive

Question 16

lack of respect for the needs and rights of others, expresses feeling and thoughts with no regard for others (bull dozers)

Answer 16

aggressive

Question 17

ability to confidently and comfortable express your thoughts and feelings while still respecting the rights of others

Answer 17

assertive

Question 18

the ability to tell somebody your honest opinion without hurting his/her feelings

Answer 18

tact

Question 19

making a concession or giving something up in order to reach a happy medium

Answer 19

compromise

Question 20

the process of communication in which every individual matters and all their needs matter equally

Answer 20

collaboration

Question 21

paraphrasing and restating both the feelings and words of the speaker

Answer 21

reflective communication

Question 22

main principles of reflective listening

Answer 22

1. listening before speaking
2. deal with personal specifics, not impersonal generalities
3. decipher the emotions behind the words, to create a better understanding of the message
4. restate and clarify how you understand the message

Question 23

the glue bonding between people

Answer 23

warmth

Question 24

makes other people feel cared for and worthwhile
acknowledges the other person’s right to be treated with dignity and consideration

Answer 24

respect

Question 25

sending a picture of the real you

Answer 25

genuineness

Question 26

putting yourself in the other person’s place expressing what it feels like to be there and the reasons for it

Answer 26

empathy

Question 27

4 types of empathy statements

Answer 27

1. reflection
2. validation
3. normalization
4. support

Question 28

describes an emotion that is observed

Answer 28

reflection

Question 29

accepts and validates a persons emotions

Answer 29

validation

Question 30

statement to show normalize and show respect in a persons emotion or behaviour

Answer 30

normalization

Question 31

statement that expresses personal willingness to support

Answer 31

support

Question 32

the ability to find the funny in a situation

Answer 32

humor

Question 33

puts people on the defensive
reinforces negative stereotypes

Answer 33

negative humor

Question 34

a small number of people with complementary purpose, performance goals and approach for which they hold themselves mutually accountable

Answer 34

team

Question 35

a group of individuals in an organization share a strong sense of common identity

Answer 35

team cohesion

Question 36

Beyond giving the customer what he wants, but also fulfilling the multitude of less obvious needs

Answer 36

Service

Question 37

Six basic customer needs

Answer 37

1. Friendliness
2. Understanding and Empathy
3. Fairness
4. Control
5. Options and Alternatives
6. Information

Question 38

Most basic of all the needs — and it is usually associated with being greeted politely and courteously

Answer 38

Friendliness

Question 39

Customers need to feel that their circumstances and feelings are appreciated and understood by the serving person

Answer 39

Understanding and Empathy

Question 40

All customers want to feel that they are being treated fairly and without prejudice

Answer 40

Fairness

Question 41

Customers need to feel as though they have an impact on the way things turn out

Answer 41

Control

Question 42

Exploring with them what their needs are, gives you the opportunity to come up with an alternative solution

Answer 42

Options and Alternatives

Question 43

Provide as much information so the customer is able to make an informed decision

Answer 43

Information

Question 44

Answering the phone

Answer 44

1. Answer the phone in 3 rings
2. Greet the caller
3. Give your name
4. Ask the customer if you can help

Question 45

Putting someone on hold

Answer 45

1. Ask if you may put them on hold
2. Wait for a response
3. Tell why they are being put on hold
4. Give a time frame — 60 sec = short waiting time. 1-3 mins = too long
5. Thank customer for holding after returning to the line

Question 46

Taking a message

Answer 46

1. Explain the absence in a positive light
2. Inform the called of availability of person before asking for the callers name
3. Give estimated time of a person’s return
4. Offer to help the caller yourself, take a message or transfer to another party
5. Write down all important information

Question 47

Ending the call

Answer 47

1. Repeat actions ti be taken
2. Ask if you can do anything else
3. Thank customer for calling
4. Let the customer hang up first
5. Write down important information immediately

Question 48

Transferring a call

Answer 48

1. Explain why the customer is being transferred, and to whom
2. Ask if he/she minds being transferred
3. Make sure someone picks up the call
4. Give customer’s name and nature of call