Communication skills

Question 1

What is active listening?

Answer 1

A conscious effort to hear not only the words that another person is saying, but the complete message being communicated.

Question 2

What is beliefs?

Answer 2

Assumption and conviction one holds true based on past experience.

Question 3

What is communication?

Answer 3

The act or process of using words, sounds, signs, or behaviors to express or exchange information or to express your ideas, thoughts, feelings, etc., to someone else.
Can be verbal or non-verbal.

Question 4

What are the four basic parts of communication process?

Answer 4

The sender, the message, the receiver, and the feedback.

Question 5

What is verbal communication?

Answer 5

Occurs when we engage in speaking with others. It can be face-to-face, over the telephone, via audio/visual means, etc. Regardless of the type, it is not just about the words, it is also about how we string those words together to create an overarching message, as well as the intonation (pitch, tone, cadence, etc.) used while speaking. And when occurring face-to-face, while the words are important, they cannot be separated from non-verbal communication.

Question 6

What is non-verbal communication?

Answer 6

the way you listen, look, move, and react—tell the person you’re communicating with whether or not you care, if you’re being truthful, and how well you’re listening. The many different types of nonverbal communication or body language include: facial expressions, body movements and posture, gestures, and eye contact.

Question 7

What are the three barriers in effective communication?

Answer 7

Physiological barriers, physical barriers, psychosocial barriers.

Question 8

What is physiological barriers?

Answer 8

result from a form of sensory dysfunction on the part of either the sender or the receiver (such as speech impariments).

Question 9

What is physical barriers?

Answer 9

consist of elements in the environment, such as noise, that contribute to the development of physiological barriers (such as the inability to hear).

Question 10

What is Psychosocial barriers?

Answer 10

are usually the result of one’s inaccurate perception of self or others; the presence of some defense mechanism employed to cope with some form of threatening anxiety; or the existence of factors such as attituded, age, beliefs, values, education, culture, language, nationality, or a multitude of other socioeconomic factors.

Question 11

How do you conduct active listening?

Answer 11

1. Pay attention 2.make eye contact with customers
2. Offer feedback
   4.Ask for clarification
   5.By listening actively

Question 12

Why are first impressions important?

Answer 12

Shows how you conduct yourself. Can affect how the customer trusts and respects that HM.

Question 13

How do you conduct phone etiquette?

Answer 13

1. Answer calls promptly
2. Introduce yourself
3. Maintain confidentiality
4. Listen and take notes
   5 use plain and proper language
5. Be honest
   7.be mindful of speed and volume
   8.Ask before putting a customer on hold
6. Don’t interrupt
7. Don’t eat
8. Minimize background noise
9. Be aware of your voice quality and volume
10. Be patient
11. End call smoothly

Question 14

How do you address difficult customers?

Answer 14

1. Stay calm
   2.don’t get influenced by negative attitude
2. Treat everyone with respect and kindness
3. Don’t talk over customer
4. Determine cause of problem
   6.remind customer you are their to help
5. Never criticize co worker
6. Never disagree with policies procedures or instructions
7. Never join in customer complaints

Question 15

What does ICE stand for?

Answer 15

It stand for interactive customer evaluation

Question 16

What is the purpose of ICE?

Answer 16

Are used to improve products and service availability