communications

Question 1

name 3 ways we communicate

Answer 1

verbally, non-verbally, listening

Question 2

when dealing with client on the phone or in person, always:

Answer 2

be positive, pleasant, polite and helpful
be confident and concise
never use slang words or profanity
never bring your personal problems to work

Question 3

effective verbal communication includes:

Answer 3

honesty, self disclosure, positive attitude, support, empathy and equality.

Question 4

what creates non-verbal communication?

Answer 4

physical appearance, proxemics, posture, eyes & face, arms and hands

Question 5

what are some factors of physical appearance?

Answer 5

physical features
clothing
“vibes” (smell, presence, charisma)
mannerisms

Question 6

list techniques of active listening

Answer 6

rephrasing what the client says
identifying the feelings of the client
respond to the client without being judgemental
ask questions

Question 7

list 3 ways we communicate with clients

Answer 7

telephone
written
interpersonal

Question 8

do’s for the telephone

Answer 8

answer promptly(within 3 rings)
greet the caller with a pleasant & welcoming tone
identify yourself and the business
offer to help
hold the phone close to your mouth so the caller can hear you
speak slowly & clearly
take a message and offer to call back if you need time to gather information.
learn how to use the telephone system (hold, transfer intercom)

Question 9

don’ts for the telephone

Answer 9

make personal calls
eat or chew gum
place the caller on hold without asking permission first
use slang or profanity