101.4 Communicate With Confidence

Question 1

Paraphrasing to summarize the meaning of what has been communicated is known as?

Answer 1

Reflective listening

Question 2

Adjusting your behavior to ensure your messages are being understood, and adapting your approach, is referred to as?

Answer 2

Flexing

Question 3

All of the following topics are considered controversial for discussion with the client?

Answer 3

• Religion
• Politics
• Personal problems

Question 4

Practicing good manners in the workspace is referred to as?

Answer 4

Professional etiquette

Question 5

Not making assumptions about people based on appearances reflects the use of?

Answer 5

Respect

Question 6

If a person matches their actions with their words, it’s an example of?

Answer 6

Integrity

Question 7

Preserving through difficult times is an example of?

Answer 7

Commitment

Question 8

As soon as you notice a discussion is getting off-track, you should?

Answer 8

Bring it back to the main issue

Question 9

The scheduling concern of a client arriving early can be addressed by?

Answer 9

Telling client how long before the service will begin

Question 10

No-show clients can be handled with all of the following strategies

Answer 10

• Making reminder calls ahead of time
• Informing clients of cancellation policy
• Offering other available appointment times