MSSC-Safety-17&18&19

The special responsibility of the Receiver is to avoid making __________.

• Preferences
• Assumptions
• Internal Filters
• Translation Errors

__________ are habits that reduce the effectiveness of the communication process.

• Assumptions
• Misconceptions
• Barriers
• Biases

Which of the following is the most difficult part of the communication process?

• Filtering
• Decoding
• Encoding
• Organizing

Which of the following gestures can be used to show that you are engaged and actively listening?

• Maintain eye contact with the speaker.
• Lean back in your chair.
• Finish the speaker's sentences or ideas.
• Participate when it is your turn to speak.

A Receiver's __________ skill is extremely powerful and plays the greatest role in a successful communication process.

• Listening
• Language
• Feedback
• Transformation

Which of the following is not an effective way for a Receiver to understand the Sender?

• Focusing on small details.
• Ignoring simple misstatements.
• Decoding the main talking points.
• Avoiding distractions.

If a Receiver wants to improve their listening habits, they should __________.

• Refuse to ask questions while the Sender is engaged
• Identify the Sender's cues and recognize organized patterns
• Concentrate on the Sender's body language
• Copy the Sender's message rather than take notes

If a message seems negative, the Receiver should ask the Sender for __________.

• Cues
• Clarification
• Common Patterns
• Concerns

A(n) __________ Receiver is fully involved in the success of the communication process.

• Primary
• Effective
• Participating
• Active

What is the best way to respond to a disgruntled customer's phone call?

• Refer the customer to your immediate supervisor.
• Attempt to calm down the customer with positive body language.
• Remain courteous and respond to their concerns in a professional manner.
• Place the customer "on hold" until they are more reasonable.