Deck 4: Nonverbal Communication Skills

Question 1

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

Answer 1

False
Explanation: Nonverbal messages consist of such things as movements, gestures, body positions, vocal qualities, and a variety of unspoken signals sent by people, often in conjunction with verbal messages.

Question 2

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

Answer 2

False
Explanation: Females generally tend to learn more nurturing and relationship skills early, whereas males approach life from a more aggressive, competitive stance.

Question 3

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

Answer 3

True
Explanation: With the editorial eyebrow, only one eyebrow is arched often signals skepticism. It can be viewed as questioning the customer's honesty.

Question 4

Maintaining eye contact and smiling frequently are behaviors more often associated with females.

Question 5

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

Question 6

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

Question 7

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

Question 8

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

Question 9

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

Question 10

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

Question 11

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

Question 12

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

Question 13

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

Question 14

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

Question 15

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

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

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

Question 18

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

Question 19

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

Question 20

Impact of culture refers to the outcome of people from various countries or backgrounds coming into contact with one another.

Question 21

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

A) Nodding affirmatively
B) Casual unkempt appearance
C) Open body stance
D) Remaining silent as customer speaks

Question 22

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

Question 23

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 24

Nonverbal communication is a scientific method to understand human beings.

Question 25

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

Question 26

Ensuring trash cans are emptied and keeping office environment neat and tidy projects a professional image.

Question 27

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 28

Nonverbal messages ____.

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

Question 29

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

A) paralanguage
B) proxemics
C) semantics
D) body language

Question 30

Zones in which interpersonal interactions can take place are known as ____.

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

Question 31

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

A) Pupilometrics
B) Proxemics
C) Malapropism
D) Articulation

Question 32

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 33

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 34

Service providers miss important vocal and visual clues related to customer feelings because of inattentiveness.

Question 35

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

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

Question 36

The 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 37

_____ is likely to lead to customer relationship breakdowns.

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

Question 38

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

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

Question 39

_____ refers to the factors used to send messages that impact a customer's perception or feelings about a service provider of organization.

A) Perception checking
B) Gender communication
C) Miscellaneous cues
D) Semantics

Question 40

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

A) proxemics
B) etiquette and manners
C) verbal fillers
D) semantics

Question 41

What are clusters?

Question 42

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

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

Question 43

_____ 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) Pupilometrics
C) Gender communication
D) Perception checking

Question 44

As a service provider,one way to be nice to customers when 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 45

What is the role of gender in nonverbal communication?

Question 46

Explain the impact of culture in customer interaction and service.

Question 47

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 48

Explain the four spatial cues in which interpersonal interactions take place?

Question 49

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 50

Which of the following is a behavioral difference between men and women?

A) Women claim small areas of personal space, whereas men claim large areas.
B) Men focus more on facial details, whereas women focus less on it.
C) Women speak at a slower rate, whereas men speak at a faster rate.
D) Men are tolerant of interruptions, whereas women are intolerant of interruptions.

Question 51

If service is going to be delayed or take longer than planned,____.

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 52

What is the editorial eyebrow?

Question 53

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

A) Eyes wide open
B) Gesturing with open hand
C) Pointing a finger
D) Brief eye contact

Question 54

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 are highly comfortable being in close physical proximity with other females.

Question 55

Groupings of nonverbal behavior,such as crossed arms and friendly touching,to indicate possible positive or negative intent are called ____.

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