Customer service
Quiz by Alison Hutchings
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28 questions
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- Q1What is the primary purpose of effective communication in a team setting?To ensure everyone understands their roles and responsibilitiesTo limit information sharingTo compete against each otherTo create confusion among team members30s
- Q2Which of the following is a barrier to effective communication?Clarity in speechActive listeningPrejudiceOpen body language30s
- Q3What role does active listening play in effective communication?It promotes distraction and disengagementIt focuses only on personal responsesIt helps to fully understand the speaker's messageIt allows for interruption and debate30s
- Q4What is the impact of body language on communication?It always conveys positive feelingsIt has no effect on communicationIt is only important in written communicationIt can reinforce or contradict spoken messages30s
- Q5What is the significance of feedback in communication?It helps to clarify misunderstandings and improve future exchangesIt should only be given in written formIt can create more confusionIt is unnecessary in one-way communication30s
- Q6What is non-verbal communication?The transmission of messages without the use of wordsCommunication that only occurs in written formTalking without listeningVerbal discussions that lack clarity30s
- Q7What does the term 'active listening' primarily involve?Multitasking during conversationsThinking about your response while the other person is talkingEngaging fully with the speaker and giving feedbackIgnoring non-verbal cues30s
- Q8What is the significance of the communication barrier known as 'jargon'?Jargon can confuse or alienate those who are not familiar with specific termsJargon makes communication clearer for everyoneJargon is only used in casual conversationsJargon simplifies complex ideas for all audiences30s
- Q9Which of the following is NOT considered a barrier to effective communication?PrejudicesActive listeningPhysical distractionsLanguage differences30s
- Q10What is the primary purpose of feedback in communication?To confuse the listenerTo ensure understandingTo dominate the conversationTo criticize the speaker30s
- Q11Which communication style is characterized by being direct and straightforward?Passive communicationPassive-aggressive communicationAssertive communicationAggressive communication30s
- Q12What is a common characteristic of nonverbal communication?Body languageListening skillsWritten textSpoken words30s
- Q13Which of the following is an example of active listening?Looking at your phone while someone speaksInterrupting to ask questionsNodding and summarizing the speaker's pointsDaydreaming during a conversation30s
- Q14What is the term for communication that occurs through social media and digital platforms?Digital communicationVerbal communicationInterpersonal communicationNonverbal communication30s
- Q15Which type of communication involves the use of visuals to convey information?Written communicationVerbal communicationNonverbal communicationVisual communication30s