Deck 4: Nonverbal Communication Skills

Question 1

Women are likely to be more bilateral in the use of their brain.

Answer 1

True

Question 2

The average rate of speech for most adults in a workplace setting is 125 to 150 words per minute.

Answer 2

True

Question 3

The key to reading body language is to realize that your interpretation should be used only as an indicator of the true meaning.

Answer 3

True

Question 4

Although changes in voice tone add vocal variety to messages, they do not affect interpretation of meaning.

Question 5

When in doubt about your message meaning, people tend to believe the words spoken out loud.

Question 6

Nonverbal communication gives no room for misinterpretation of the cues used by different people.

Question 7

In most Western cultures, the typical period of time that is comfortable for holding eye contact is about 25 to 30 seconds.

Question 8

Nonverbal communication cues that send powerful messages through gestures, vocal qualities, manner of dress, and grooming are called body language.

Question 9

Playing with hair, pulling at an ear, and other such habits should be minimized because they tend to send negative messages to customers.

Question 10

Hundreds of years ago, a handshake was used in many cultures to determine whether a person was holding a weapon.

Question 11

The term gender communication is used to refer to communication between males and females.

Question 12

Generally speaking, males learn nurturing and relationship skills early, whereas females approach life from a more aggressive and competitive stance.

Question 13

Verbal messages consist of such things as movements, gestures, body positions, vocal qualities, and a variety of unspoken signals.

Question 14

If you are to understand and serve people who might be different from you, you must first become aware that they are also very similar to you.

Question 15

Displaying an editorial eyebrow is most likely to be viewed as questioning a customer's honesty.

Question 16

A service provider must get back to a customer and renegotiate if the deadlines or agreed-upon terms can't be met.

Question 17

Time allocation refers to the amount of attention given to a person or project.

Question 18

Impact of culture refers to the outcome of people from various countries or backgrounds coming into contact with one another and potentially experiencing misunderstandings or relationship breakdowns.

Question 19

When messages are transmitted between two people during communication, verbal messages are likely to contradict or override nonverbal signals.

Question 20

The number of service providers and customers with varied backgrounds has been declining at a rapid pace.

Question 21

Acceptable rules, manners, and ceremonies for an organization, profession, or society are known as ________.

A) proxemics
B) etiquette and manners
C) personal habits
D) semantics

Question 22

Which of the following is most likely to damage the customer-provider relationship?

A) Using paralanguage
B) Performing perception checking
C) Using a lot of jargon
D) Communicating nonverbally

Question 23

Nonverbal factors that also influence a customer's perception, such as ________, are examples of miscellaneous cues.

A) perception checking
B) semantics
C) etiquette and manners
D) paraphrasing

Question 24

Your appearance and grooming are an important part of your ________ when dealing with customers.

A) corporate culture
B) nonverbal behavior
C) spatial perception
D) verbal behavior

Question 25

________ is likely to lead to customer relationship breakdowns.

A) Saying "please" and "thank you" to customers
B) Asking permission and acknowledging contributions
C) Organizing and cleaning the work area regularly
D) Using pet phrases such as "cool" excessively

Question 26

Nonverbal communication is a scientific method to understand human beings.

Question 27

Intimate distance, which is typically reserved for family and intimate relationships, is usually ________.

A) 4 to 12 feet
B) 18 inches to 4 feet
C) 0 to 18 inches
D) 12 or more feet

Question 28

________ refers to the manner or clarity in which verbal messages are delivered.

A) Voice quality
B) Proxemics
C) Inflection
D) Articulation

Question 29

Which of the following is a problem associated with nonverbal cues?

A) They are highly ineffective in customer interactions.
B) They are incapable of carrying powerful messages.
C) They are likely to be misinterpreted.
D) They are overridden by verbal messages.

Question 30

Zones or distances in which interpersonal interactions can take place are known as _____.

A) proxemics
B) semantics
C) environmental cues
D) hygiene cues

Question 31

In most Western cultures, the typical period of time that is comfortable for holding eye contact is _____ seconds.

A) 5 to 10
B) 15 to 20
C) 25 to 30
D) 35 to 40

Question 32

Nonverbal communication cues that send powerful messages through gestures, vocal qualities, manner of dress, and grooming are known as ________.

A) verbal fillers
B) pupilometrics
C) paralanguage
D) body language

Question 33

The scientific study of relationships between signs, symbols, and words and their meaning is called ________.

A) paralanguage
B) proxemics
C) semantics
D) vocalics

Question 34

Standing up when customers arrive or approach is an indicator of a customer-focused behavior.

Question 35

When they are not attentive, service providers miss important vocal and visual clues related to customer feelings.

Question 36

In a board meeting, the chairman says "John is the pineapple of hard work". He obviously meant the word pinnacle and not pineapple. This is an example of ________.

A) verbal filler
B) malapropism
C) paralanguage
D) voice quality

Question 37

Pitch, volume, rate, quality, articulation, and other attributes are known as ________.

A) vocal cues
B) spatial cues
C) verbal fillers
D) proxemics

Question 38

Perception checking is one way to clarify a nonverbal cue by stating the behavior that was observed.

Question 39

Which of the following statements is true about nonverbal messages?

A) They are likely to be highly ineffective in customer interactions.
B) They clearly indicate that words have little relevance.
C) They are likely to contradict or override verbal messages.
D) They replace most written communication in business.

Question 40

Offering customers something to drink when they come to your office, or if they are attending lengthy meetings, is appropriate.

Question 41

As a service provider, one way to show you respect customers and are eager to assist as they approach is to ________.

A) stand up if appropriate and offer assistance.
B) continue whatever you are doing so you look busy.
C) simply point them in the direction they want.
D) grab the customer's arm to steer him or her in the right direction.

Question 42

The process of clarifying a nonverbal cue that was received by stating what behavior was observed, giving one or two possible interpretations, and then asking the message sender for clarification is called ________.

A) time allocation
B) semantics
C) proxemics
D) perception checking

Question 43

What is the editorial eyebrow?

Question 44

________ refers to the outcome of people from various countries or backgrounds coming into contact with one another and potentially experiencing misunderstandings or relationship breakdowns.

A) Impact of culture
B) Semantics
C) Gender communication
D) Perception checking

Question 45

If service is going to be delayed or take longer than planned, it is best to ________.

A) hurry up so the customer does not wait longer than necessary
B) just send the customer over for a free cup of coffee at the coffee shop
C) remember the customer can always use some extra time to shop
D) notify the customer the reasons for delay and offer alternatives available

Question 46

What is the role of gender in nonverbal communication?

Question 47

Groupings of nonverbal behavior, such as crossed arms and friendly touching, are called ________.

A) inferences
B) clusters
C) verbal fillers
D) pauses

Question 48

Which of the following is an example of negative nonverbal behavior?

A) A firm handshake
B) Gesturing with open hand
C) Pointing a finger
D) Maintaining eye contact

Question 49

Which of the following is true of gender communication?

A) Males tend to be more bilateral in the use of their brain.
B) Males are most comfortable being in close physical proximity with other males.
C) Females tend to learn more nurturing and relationship skills early.
D) Females approach life from a more aggressive, competitive stance.

Question 50

Explain the four spatial cues in which interpersonal interactions occur.

Question 51

Explain the impact of culture in customer interaction and service.

Question 52

If a service provider is to understand and serve people who might be different from them, they must first become aware that ________.

A) they are also very similar
B) conducting business with them is always unsuccessful
C) culture does not play a significant role
D) the Internet is always the best source of information

Question 53

In order to be the most successful in a customer service environment, service providers must ________.

A) develop the skills necessary to interact with both men and women
B) learn to focus on the behaviors of women, because they make up the largest customer base
C) learn to focus on the behaviors of men, as they are more often the decision-makers
D) ignore any gender differences and treat every customer identically

Question 54

Holding hands near or over the mouth may present problems for those who ________.

A) rely on reading lips to understand messages
B) have a vision impairment
C) communicate well with you
D) recognize your message is one of certainty

Question 55

What are clusters?