Communicate In The Workplace & Interact With Clients
- 1.The extent to which some of these policies and procedures exist in an organization will depend on? 1. Type and size 2. Values 3. Culture
- A.
1 only
- B.
2 only
- C.
3 only
- D.
1 and 2 only
- E.
All of the above
- F.
None of the above
- 2.Communication is:
- A.
A Process – this means it is an ongoing activity, a series of actions that has neither beginning nor end
- B.
The people in your organization who need to use your services
- C.
An exchange /interaction between two or more persons
- D.
Goal-oriented – the goal is to create a common understanding
- 3.Communication does not always require words.
- A.
True
- B.
False
- 4.Communication uses a number of different channels including: 1. Face-to-face 2. E-mail 3. Telephone 4. Radio 5. Television
- A.
1,2 and 3 only
- B.
4 and 5 only
- C.
All of the above
- D.
None of the above
- 5.To communicate effectively, the meaning of the message must be clearly understood by all parties.
- A.
True
- B.
False
- 6.An effective communicator: 1. Better understands his/her work environment 2. Works harmoniously with others 3. Works effectively and efficiently 4. Avoids accidents 5. Avoids making mistakes 6. Improves his/her productivity
- A.
1, 2 and 3 only
- B.
4, 5 and 6 only
- C.
All of the above
- D.
None of the above
- 7.People communicate for various reasons:
- A.
To make contact with others
- B.
To exchange information
- C.
To influence others
- D.
To resolve problems
- 8.In the course of your normal workday you will have to communicate with different persons including internal and external customers. _______________________ Customers are persons outside of your organization who are the end-users of your product.
- 9.Good customer service relies on the good communication skills of employees
- A.
True
- B.
False
- 10.The communication process takes place in various situations for different reasons and has the potential for many different interpretations. It has several components. These are: 1. A sender or communicator (the person giving the message) 2. A receiver or audience (the person/s who is getting the message) 3. Message (the information being sent, content. This can be written or spoken) 4. Channel/Medium the way the message is sent 5. Feedback 6. Noise/Interference
- A.
1, 2 and 3 only
- B.
4, 5 and 6 only
- C.
All of the above
- D.
None of the above
- 11.Key Factors/Stages in Successful Communication 1. Conceiving the Message 2. Encoding the message 3. Selecting the communication channel 4. Decoding the message 5. Interpreting the message 6. Feedback
- A.
1, 2 and 3 only
- B.
4, 5 and 6 only
- C.
All of the above
- D.
None of the above
- 12.Breakdown in the Communication Process maybe cause by: 1. A breakdown at any one of the stages noted above 2. Routing disrupted by interference of some sort 3. Context and background of communication may have been misread 4. Conflict may have arisen as a result of a breakdown at any one of the stages noted above.
- A.
1 and 2 only
- B.
3 and 4 only
- C.
All of the above
- D.
None of the above
- 13.Communication Skills includes the following: 1. Speaking 2. Listening 3. Questioning 4. Using and observing body language (non-verbal communication) 5. Writing 6. Reading
- A.
1, 2 and 3 only
- B.
4, 5 and 6 only
- C.
All of the above
- D.
None of the above
- 14.The following communication tasks are required in the workplace
- A.
Communicating with external and internal clients
- B.
Gossipping
- C.
Handling enquiries related to routine client support needs
- D.
Clarifying and recording information
- 15.The way in which you greet your client sets the tone for the exchange and determines the way you will communicate with him/her in the future.
- A.
True
- B.
False
- 16.When interacting with clients you should ensure you:
- A.
Greet him/her with a smile
- B.
Make eye-contact
- C.
Be friendly
- D.
Interrupt him or her
- 17.The effective communicator is always courteous and polite
- A.
True
- B.
False
- 18.The polite and courteous handling of your clients promotes a positive image of the organization and its employees.
- A.
True
- B.
False
- 19.The effective communicator ensure he/she:
- A.
Shows boredom or impatience
- B.
Listens
- C.
Speech is appropriate to the circumstances
- D.
Body language matches spoken word
- 20.The key to creating an effective service environment is to use communication skills to maintain a customer friendly atmosphere.
- A.
True
- B.
False
- 21.Effective communication generally involves both verbal and non-verbal messages. _________________ communication is the use of words in a written or spoken form.
- 22.-------------------------------------- communication is one of the most reliable channels of communication and is a very important part of a business communication process.
- 23.There are 5 ‘C’s of effective communication: 1. Clear 2. Concise 3. Correct 4. Courteous 5. Creativity 6. Complete
- A.
1 and 2 only
- B.
3 and 4 only
- C.
4 and 5 only
- D.
1, 2, 3, 4 and 6 only
- 24.Oral communication has two basic components- ‘what’ and ‘how’.
- A.
True
- B.
False
- 25.Non-verbal communication may be classified as: 1. Body language – communicating with parts of your body 2. Voice - the quality, volume, pitch, tone, etc. 3. Space – how near or far you stand away from others (distance) conveys a message. 4. Physical characteristics and appearance 5. Posture – indicates your feelings or attitudes at the time. 6. Symbols
- A.
1, 2 and 3 only
- B.
4, 5 and 6 only
- C.
All of the above
- D.
None of the above
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