Question 1

The term gender communication is used to refer to communication between males and females.

Accepted Answer

A) True 
 B)False  True

Question 2

If a service provider is to understand and serve people who might be different from them, they must first become aware that ________.

Accepted Answer

A)  they are also very similar 
B)  conducting business with them is always unsuccessful 
C)  culture does not play a significant role 
D)  the Internet is always the best source of information 
A)  they are also very similar 
B)  conducting business with them is always unsuccessful 
C)  culture does not play a significant role 
D)  the Internet is always the best source of information A

Question 3

Explain the four spatial cues in which interpersonal interactions occur.

Accepted Answer

Each culture has its own proxemics or spatial cues for various situations. The four spatial cues in which interactions take place are:
Intimate distance-0 to 18 inches: Typically, this distance is reserved for one's family and intimate relationships.
Personal distance-18 inches to 4 feet: This distance is used when close friends or business colleagues, with whom one has established a level of comfort and trust, are together.
Social and work distance-4 to 12 feet: This is usually the distance range in face-to-face customer service situations.
Public distance-12 or more feet: This distance range is likely to be maintained at large gatherings, activities, or presentations where most people do not know one another, or where the interactions are formal in nature.

Question 4

Nonverbal communication gives no room for misinterpretation of the cues used by different people.

Accepted Answer

A) True 
 B)False

Question 5

________ refers to the outcome of people from various countries or backgrounds coming into contact with one another and potentially experiencing misunderstandings or relationship breakdowns.

Accepted Answer

A)  Impact of culture 
B)  Semantics 
C)  Gender communication 
D)  Perception checking 
A)  Impact of culture 
B)  Semantics 
C)  Gender communication 
D)  Perception checking

Question 6

Holding hands near or over the mouth may present problems for those who ________.

Accepted Answer

A)  rely on reading lips to understand messages 
B)  have a vision impairment 
C)  communicate well with you 
D)  recognize your message is one of certainty 
A)  rely on reading lips to understand messages 
B)  have a vision impairment 
C)  communicate well with you 
D)  recognize your message is one of certainty

Question 7

In most Western cultures, the typical period of time that is comfortable for holding eye contact is about 25 to 30 seconds.

Accepted Answer

A) True 
 B)False

Question 8

The scientific study of relationships between signs, symbols, and words and their meaning is called ________.

Accepted Answer

A)  paralanguage 
B)  proxemics 
C)  semantics 
D)  vocalics 
A)  paralanguage 
B)  proxemics 
C)  semantics 
D)  vocalics

Question 9

Displaying an editorial eyebrow is most likely to be viewed as questioning a customer's honesty.

Accepted Answer

A) True 
 B)False

Question 10

Which of the following statements is true about nonverbal messages?

Accepted Answer

A)  They are likely to be highly ineffective in customer interactions. 
B)  They clearly indicate that words have little relevance. 
C)  They are likely to contradict or override verbal messages. 
D)  They replace most written communication in business. 
A)  They are likely to be highly ineffective in customer interactions. 
B)  They clearly indicate that words have little relevance. 
C)  They are likely to contradict or override verbal messages. 
D)  They replace most written communication in business.

Question 11

Intimate distance, which is typically reserved for family and intimate relationships, is usually ________.

Accepted Answer

A)  4 to 12 feet 
B)  18 inches to 4 feet 
C)  0 to 18 inches 
D)  12 or more feet 
A)  4 to 12 feet 
B)  18 inches to 4 feet 
C)  0 to 18 inches 
D)  12 or more feet

Question 12

The average rate of speech for most adults in a workplace setting is 125 to 150 words per minute.

Accepted Answer

A) True 
 B)False

Question 13

Impact of culture refers to the outcome of people from various countries or backgrounds coming into contact with one another and potentially experiencing misunderstandings or relationship breakdowns.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following is true of gender communication?

Accepted Answer

A)  Males tend to be more bilateral in the use of their brain. 
B)  Males are most comfortable being in close physical proximity with other males. 
C)  Females tend to learn more nurturing and relationship skills early. 
D)  Females approach life from a more aggressive, competitive stance. 
A)  Males tend to be more bilateral in the use of their brain. 
B)  Males are most comfortable being in close physical proximity with other males. 
C)  Females tend to learn more nurturing and relationship skills early. 
D)  Females approach life from a more aggressive, competitive stance.

Question 15

In a board meeting, the chairman says "John is the pineapple of hard work". He obviously meant the word pinnacle and not pineapple. This is an example of ________.

Accepted Answer

A)  verbal filler 
B)  malapropism 
C)  paralanguage 
D)  voice quality 
A)  verbal filler 
B)  malapropism 
C)  paralanguage 
D)  voice quality

Question 16

________ refers to the manner or clarity in which verbal messages are delivered.

Accepted Answer

A)  Voice quality 
B)  Proxemics 
C)  Inflection 
D)  Articulation 
A)  Voice quality 
B)  Proxemics 
C)  Inflection 
D)  Articulation

Question 17

In order to be the most successful in a customer service environment, service providers must ________.

Accepted Answer

A)  develop the skills necessary to interact with both men and women 
B)  learn to focus on the behaviors of women, because they make up the largest customer base 
C)  learn to focus on the behaviors of men, as they are more often the decision-makers 
D)  ignore any gender differences and treat every customer identically 
A)  develop the skills necessary to interact with both men and women 
B)  learn to focus on the behaviors of women, because they make up the largest customer base 
C)  learn to focus on the behaviors of men, as they are more often the decision-makers 
D)  ignore any gender differences and treat every customer identically

Question 18

When messages are transmitted between two people during communication, verbal messages are likely to contradict or override nonverbal signals.

Accepted Answer

A) True 
 B)False

Question 19

Nonverbal communication is a scientific method to understand human beings.

Accepted Answer

A) True 
 B)False

Question 20

Explain the impact of culture in customer interaction and service.

Accepted Answer

Cultural diversity is having a significa

The term gender communication is used to refer to communication between males and females.

If a service provider is to understand and serve people who might be different from them, they must first become aware that ________.

Explain the four spatial cues in which interpersonal interactions occur.

Nonverbal communication gives no room for misinterpretation of the cues used by different people.

________ refers to the outcome of people from various countries or backgrounds coming into contact with one another and potentially experiencing misunderstandings or relationship breakdowns.

Holding hands near or over the mouth may present problems for those who ________.

In most Western cultures, the typical period of time that is comfortable for holding eye contact is about 25 to 30 seconds.

The scientific study of relationships between signs, symbols, and words and their meaning is called ________.

Displaying an editorial eyebrow is most likely to be viewed as questioning a customer's honesty.

Which of the following statements is true about nonverbal messages?

Intimate distance, which is typically reserved for family and intimate relationships, is usually ________.

The average rate of speech for most adults in a workplace setting is 125 to 150 words per minute.

Impact of culture refers to the outcome of people from various countries or backgrounds coming into contact with one another and potentially experiencing misunderstandings or relationship breakdowns.

Which of the following is true of gender communication?

In a board meeting, the chairman says "John is the pineapple of hard work". He obviously meant the word pinnacle and not pineapple. This is an example of ________.

________ refers to the manner or clarity in which verbal messages are delivered.

In order to be the most successful in a customer service environment, service providers must ________.

When messages are transmitted between two people during communication, verbal messages are likely to contradict or override nonverbal signals.

Nonverbal communication is a scientific method to understand human beings.

Explain the impact of culture in customer interaction and service.

The Word of Customer Service

Contributing to the Service Culture

Verbal Communication Skills

Listening to the Customer

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Customer Service Via Technology

Encouraging Customer Loyalty

Filters

Exam 4: Nonverbal Communication Skills

The term gender communication is used to refer to communication between males and females.

If a service provider is to understand and serve people who might be different from them, they must first become aware that ________.

Explain the four spatial cues in which interpersonal interactions occur.

Nonverbal communication gives no room for misinterpretation of the cues used by different people.

________ refers to the outcome of people from various countries or backgrounds coming into contact with one another and potentially experiencing misunderstandings or relationship breakdowns.

Holding hands near or over the mouth may present problems for those who ________.

In most Western cultures, the typical period of time that is comfortable for holding eye contact is about 25 to 30 seconds.

The scientific study of relationships between signs, symbols, and words and their meaning is called ________.

Displaying an editorial eyebrow is most likely to be viewed as questioning a customer's honesty.

Which of the following statements is true about nonverbal messages?

Intimate distance, which is typically reserved for family and intimate relationships, is usually ________.

The average rate of speech for most adults in a workplace setting is 125 to 150 words per minute.

Impact of culture refers to the outcome of people from various countries or backgrounds coming into contact with one another and potentially experiencing misunderstandings or relationship breakdowns.

Which of the following is true of gender communication?

In a board meeting, the chairman says "John is the pineapple of hard work". He obviously meant the word pinnacle and not pineapple. This is an example of ________.

________ refers to the manner or clarity in which verbal messages are delivered.

In order to be the most successful in a customer service environment, service providers must ________.

When messages are transmitted between two people during communication, verbal messages are likely to contradict or override nonverbal signals.

Nonverbal communication is a scientific method to understand human beings.

Explain the impact of culture in customer interaction and service.

The Word of Customer Service

Contributing to the Service Culture

Verbal Communication Skills

Listening to the Customer

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Customer Service Via Technology

Encouraging Customer Loyalty

Filters