Exam 3: Verbal Communication Skills

Global terms are an encompassing and effective way to build credibility with your customers.

Projecting a presence that is assured,confident and capable without appearing aggressive or arrogant is known as your level of ____.

Which of the following statements best describes noise?

All-encompassing or inclusive expressions such as always,never,and everyone all are known as global terms.

Before providing feedback,taking into consideration the knowledge and skill level of customers is part of encoding.

The response to a sender's message that allows both the sender and receiver to know that a message was received correctly is called

Which of the following is an example of nonassertive behavior?

You are a customer service provider.When the telephone rings ____.

Why is it necessary to avoid negative communication?

An emotion-reducing communication strategy that helps in handling conflict is ____.

The business of customer service ____.

When something goes wrong,a service provider should ____.

Feedback is transmitted either verbally or nonverbally.

Aggressive communication aims at expressing dissatisfaction in a manner that does not create breakdown in the relationship.

Active listening helps the listener get the original message so feedback is appropriate.

The practice of a message receiver giving back in his or her own words what he or she believes a sender said is called ____.

Which of the following is most likely to lead to a communication breakdown?

What do you mean by nonverbal feedback?

Why is nonverbal feedback more powerful than spoken or written feedback?

A channel is a term used to describe the method through which people communicate messages.