Exam 4: Nonverbal Communication Skills

Your appearance and grooming are an important part of your ________ when dealing with customers.

What are clusters?

Groupings of nonverbal behavior, such as crossed arms and friendly touching, are called ________.

What is the role of gender in nonverbal communication?

The number of service providers and customers with varied backgrounds has been declining at a rapid pace.

In most Western cultures, the typical period of time that is comfortable for holding eye contact is _____ seconds.

Perception checking is one way to clarify a nonverbal cue by stating the behavior that was observed.

Zones or distances in which interpersonal interactions can take place are known as _____.

________ is likely to lead to customer relationship breakdowns.

Nonverbal communication cues that send powerful messages through gestures, vocal qualities, manner of dress, and grooming are known as ________.

If you are to understand and serve people who might be different from you, you must first become aware that they are also very similar to you.

Playing with hair, pulling at an ear, and other such habits should be minimized because they tend to send negative messages to customers.

Nonverbal communication cues that send powerful messages through gestures, vocal qualities, manner of dress, and grooming are called body language.

The key to reading body language is to realize that your interpretation should be used only as an indicator of the true meaning.

Women are likely to be more bilateral in the use of their brain.