Ethics

Question 1

It consists of staff, workers and colleagues from within the business

Answer 1

Internal Customer

Question 2

It consists of customers that come from outside the business

Answer 2

External Customer

Question 3

True or False

To achieve effective communication your message should not have a purpose

Answer 3

False

Question 4

True or False

To achieve effective communication your message should match the interest and abilities of the receiver

Answer 4

True

Question 5

True or False

To achieve effective communication unnecessary words should be eliminated

Answer 5

True

Question 6

True or False

To achieve effective communication you shouldn’t choose a word that is within the experiences range of the receiver

Answer 6

False

Question 7

True or False

To achieve effective communication your words should be clear and concise

Answer 7

True

Question 8

It involves sending and receiving messages via language or speech, is questioning, listening and answering the spoken word

Answer 8

Verbal Communication

Question 9

It is body language, facial expressions, eye contact, gestures and posture, it is anything other than words

Answer 9

Non-Verbal Communication

Question 10

In communication this should occur, if this doesn’t occur there is only monologue not dialogue

Answer 10

Feedback

Question 11

A deep understanding of products and/or services offered by a company

Answer 11

Product Knowledge

Question 12

It is the golden rule

Answer 12

Never say ‘I don’t know’ to a customer

Question 13

An explicit type of gestures and body language that are used with complete intentions

Answer 13

Emblems

Question 14

A mannerism that are unique to an individual

Answer 14

Illustrator

Question 15

Ways in which our facial expression or body movement reveal our emotions

Answer 15

Affect Display

Question 16

Behaviors (nod, stance, vocal pitch, raised eyebrows)

Answer 16

Regulators

Question 17

Unconscious behavior (doodling during meeting)

Answer 17

Adaptors

Question 18

It is the art or science of decoding body language

Answer 18

Kinesics

Question 19

There is a direct relation between a person’s power and space

Answer 19

Space

Question 20

The physical position in relation to the person we are communicating with

Answer 20

Orientation and Posture

Question 21

This is the one that us humans are best able to control

Answer 21

Facial Expressions

Question 22

Body Language has a positive impact on communication because it signifies genuine what?

Answer 22

interest and attention

Question 23

Contribute a significant amount to total body language

Answer 23

Eyes

Question 24

Movements of the arms, legs, hands and feet that sends information, can be used to supplement information given verbally

Answer 24

Gestures

Question 25

It may also be seen as threatening and can be misinterpreted as boredom or rejection

Answer 25

Silence

Question 26

It can be referred to a neglected skill

Answer 26

Listening

Question 27

Encourages others to fully transmit their message by indication our interest and concern

Answer 27

Effective Listening

Question 28

Do not speak, but listen, allow body language to encourage the speaker

Answer 28

Active Listening

Question 29

Still listen to the speaker but you encourage them to continue with your words rather than non-verbally

Answer 29

Reflective Listening

Question 30

A powerful tool in communication, not a simply method of eliciting information

Answer 30

Questioning

Question 31

It is the same idea as reflective listening, however, this involves repeating back to the speaker what they have just said

Answer 31

Reflective Questioning

Question 32

Asked in such a way as to elicit only 'Yes' or 'No' answer

Answer 32

Closed Questions

Question 33

Questions probe the talker for more information and encourage them to supply further detail (What, When, How, Where, Why)

Answer 33

Open Questions

Question 34

A state of opposition between persons, ideas or interests

Answer 34

Conflict

Question 35

Listen to what the parties involved have to say

Answer 35

Listening and Discussing

Question 36

Showing understanding and understanding other person's feelings

Answer 36

Show Empathy

Question 37

Finding an acceptable solution

Answer 37

Compromise

Question 38

Staff are given guidelines to what actions they can take in the workplace without having to get special treatment from management

Answer 38

Scope of Authority

Question 39

It set basic principles and associated guidelines formulated and enforced by a governing body of an organization

Answer 39

Organizational Policies

Question 40

It is important to deal with all complaints in a friendly, efficient and thorough manner

Answer 40

Handling Complaints

Question 41

Responsibility for resolving the complaint by telling the customer that you will do everything in your power

Answer 41

Take Responsibility for Doing Work

Question 42

Commonly used six-step method for dealing with all complaints

Answer 42

Take appropriate action

Question 43

Recognize and respect customers thoughts and feelings

Answer 43

Step 1, Listen Carefully

Question 44

Establish the scope and nature of the problem

Answer 44

Step 2, Acknowledge

Question 45

Inform the customer of the action you wish to take

Answer 45

Step 3, Respond

Question 46

Implement the agreed-upon solution within a reasonable time frame

Answer 46

Step 4, Take Action

Question 47

Inform a higher authority of a complaint when necessary

Answer 47

Step 5, Report

Question 48

In-house meeting to debrief with other staff or management, or to complete relevant documentation as requested by the establishment

Answer 48

Step 6, Follow-up

Question 49

A situation where the customer mentions they intend to refer to complaint to the authorities

Answer 49

Escalated Complaint