VERBAL AND NON VERBAL CUES 9.

Reading and responding to body language, using

1. Which one of these is a form verbal facial expressions and using silence are all examples
communication? of what?
a. shaking hand a. Open listening
b. talking professionally b. Pretend listening
c. nodding head c. Clarity listening
2. When listening to someone what should you be d. Active listening
doing? 10. Why do we have to make sure we do not speak
a. slouching too fast when communicating with a customer?
b. talking a.They may not hear everything you've said like
c. paying attention and asking questions promotions or special products
3. What are the methods of conveying messages b. The customer may speak fast also because you are
verbally? c. It may give the customer a migraine
a. talking over the telehone d. The customer may get excited and burst into song.
b. sleeping 11. Which of these is NOT an example of a verbal
c. giving a presentation communication skill
4. Which one of these is not a form of verbal
communcation? a. The speed of our speech
a. facial expressions b.Eye contact
b. communicating face to face c.Language used
c. talking over telephone d. Volume of speech
5. What are the purpose of verbal communcation? 12. What is non-verbal communication
A. Verbal communication is that when you
are communicating you have to talk a. communicating with someone by using gestures
verbally and professionally b. Getting messages across with facial expressions
B. Communicating face to face c. Using your body language to convey something to
C. Talking over telephone someone else
d. All of the above
6. Using communication skills effectively will help
you do what? 13. Communication without words is called_.
a. understand the customers request a. Silent speaking
b. make sure the customer feels looks after b. Verbal communication
and understood c. Nonverbal communication
c. provide the customer with the right d. Interpersonal communication
information and service 14. When you speak, your listener gets messages
7. Facial expressions, posture and eye contact are all from...
skills in ....? a. What you say and your vocabulary
a. erbal communication b. How you look and your words
b. anti-verbal communication c. What you say, how you act, and your accent
c. post-verbal communication d. What you say, how you act, and how you look
d.non-verbal communication 15. The gesture of crossed arms means that the
person is most likely _____________,
8. Examples of correctly using speech and volume
a.protecting themself
skills include...
b. angry
a. Giving the right info, speaking at the right volume
c. selfish
and articulating your words
d. upset
b. Speaking softly, use long pauses and positive facial
16. Act of moving one's body parts, usually arms,
expressions
hands, legs, as a means of expression
c. Keep eye contact, speaking loudly and using the
a.gestures
right language
b.facial expressions
d. Hold your head high, yell all your words and keep
c. vocal distractions
your eyes closed
d.fluency