Communication Skills

Two types of communication are:

• Verbs and Nouns

• Verbal and information

• Verbal and non-verbal

• Happy and sad

An example of verbal communication is:

• Phone conversation

• Posture

• Eye contact

• Writing an email

An example of non-verbal communication is:

• Sleeping

• Face-to-face conversation

• Telephone conversation

• Eye Contact

Which of the following is a barrier to communication?

• Message is not clear

• Not listening

• Lack of language skills

• All of the above

Which is NOT important in effective communication?

• Wearing a red tie

• Making eye contact

• Using appropriate body language

• Using the appropriate tone

In order to comprehend a message, you must be:

• In the conference room

• Wearing a suit or dress

• Using a telephone

• Actively listening

All of the following are examples of active listening, EXCEPT:

• Showing interest in the message

• Staring out the window

• Making eye contact with the messenger

• Not interrupting the messenger

Good customer service is the ability of an organisation to constantly and consistently exceed:

• The speed of sound

• The customer's expectations

• The rainfall in South America

• Their competitor's sales

True or False: Communication skills are vital to individuals and businesses

• True

• False

A good, clear speaker…

• Understands what he/she wants to say

• Considers the audience and the setting

• Checks to assure understanding, and listens to responses

• All of the above