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Customer service

Quiz by Alison Hutchings

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28 questions
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  • Q1
    What is the primary purpose of effective communication in a team setting?
    To ensure everyone understands their roles and responsibilities
    To limit information sharing
    To compete against each other
    To create confusion among team members
    30s
  • Q2
    Which of the following is a barrier to effective communication?
    Clarity in speech
    Active listening
    Prejudice
    Open body language
    30s
  • Q3
    What role does active listening play in effective communication?
    It promotes distraction and disengagement
    It focuses only on personal responses
    It helps to fully understand the speaker's message
    It allows for interruption and debate
    30s
  • Q4
    What is the impact of body language on communication?
    It always conveys positive feelings
    It has no effect on communication
    It is only important in written communication
    It can reinforce or contradict spoken messages
    30s
  • Q5
    What is the significance of feedback in communication?
    It helps to clarify misunderstandings and improve future exchanges
    It should only be given in written form
    It can create more confusion
    It is unnecessary in one-way communication
    30s
  • Q6
    What is non-verbal communication?
    The transmission of messages without the use of words
    Communication that only occurs in written form
    Talking without listening
    Verbal discussions that lack clarity
    30s
  • Q7
    What does the term 'active listening' primarily involve?
    Multitasking during conversations
    Thinking about your response while the other person is talking
    Engaging fully with the speaker and giving feedback
    Ignoring non-verbal cues
    30s
  • Q8
    What is the significance of the communication barrier known as 'jargon'?
    Jargon can confuse or alienate those who are not familiar with specific terms
    Jargon makes communication clearer for everyone
    Jargon is only used in casual conversations
    Jargon simplifies complex ideas for all audiences
    30s
  • Q9
    Which of the following is NOT considered a barrier to effective communication?
    Prejudices
    Active listening
    Physical distractions
    Language differences
    30s
  • Q10
    What is the primary purpose of feedback in communication?
    To confuse the listener
    To ensure understanding
    To dominate the conversation
    To criticize the speaker
    30s
  • Q11
    Which communication style is characterized by being direct and straightforward?
    Passive communication
    Passive-aggressive communication
    Assertive communication
    Aggressive communication
    30s
  • Q12
    What is a common characteristic of nonverbal communication?
    Body language
    Listening skills
    Written text
    Spoken words
    30s
  • Q13
    Which of the following is an example of active listening?
    Looking at your phone while someone speaks
    Interrupting to ask questions
    Nodding and summarizing the speaker's points
    Daydreaming during a conversation
    30s
  • Q14
    What is the term for communication that occurs through social media and digital platforms?
    Digital communication
    Verbal communication
    Interpersonal communication
    Nonverbal communication
    30s
  • Q15
    Which type of communication involves the use of visuals to convey information?
    Written communication
    Verbal communication
    Nonverbal communication
    Visual communication
    30s

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