csp 211 week 2 review

Lag time: difference in the rate at which the brain can receive & process info & the speed at which most adults speak

Identify the open -end question from he following

Holding hands near or over the mouth may present problems for those who rely on reading lips to understand messages

Two way communication involves _____________

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

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

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

A communication delivered through speech or signals is known as _______

The factors used to end messages that impact a customer's perception or feeling about a service provider of organization

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

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

The process that occurs in thinking when a previously experienced pattern that is stored in memory is encountered again

Which of the following is an example of an external obstacle that can result in a listening breakdown?

_________ occurs when a customer converts messages received into familiar ideas by interpreting or assigning meaning

The silent bond built between two people as a result of sharing common interests is called ________-

Before providing feedback, taking into consideration the knowledge and skill level of customers is part of encoding

Phase of the listening where the brain tries to match a received message with other information stored in the brain

Which of the following statements is true of the problems associated with channels of communication?

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

Which of the following statements best describes noise?

When something goes wrong, a service provider should _____

_______ is the first step of the listening process

____ refers to ensuring that verbal messages sent are in agreement with nonverbal cues used

Projecting a presence that is assured, confident & capable without appearing aggressive is known as your level of

Pet peeves or hot buttons are behaviors such as ___________

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

Using pet phrases such as "cool" excessivelyis likely to lead to customer relationship breakdowns

The phase of the listening process in which a listener focuses on a specific sound being received from the environment

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

Which of the following is an example of nonassertive behavior?

The intimate distance which is typically reserved for famil and intimate relationships is usually______

Asking indirect questions that are critical in nature helps generate meaningful responses from customers

Resentment, frustration and retaliation often result when employees believe their supervisor is ________

Dialogue that is used to enhance relationships, show civility, and build rapport is called ______-

Open-end questions primarily help in determining the who, what, when, where, why and how about a given situation

In a meeting the CEO said "John is the pineapple of hard work" He obviously meant pinnacle. This is an example of

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

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

Which of the following is most likely to lead to a communication breakdown?

Groupings of nonverbal behavior, such as crossed arms & friendly touching indicate positive or negative intent

____ refers to sending back verbal or nonverbal messages to a message originator

The term behavioral style identifies categories of human behavior identified by behavioral researchers

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

You are a customer service provider. When the telephone rings ________

Why is nonverbal feedback more powerful than spoken or written feedback?

Close Ended questions are used to seek substantial amounts of information

The business of customer service _______

Which of the following statements is most likely to be true of open-end questions?

Nonverbal communication cues that send powerful messages through gestures, vocal qualities, manner of dress and grooming

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

An emotion-reducing communication strategy that helps in handling conflict is

Zones in which interpersonal interactions can take place are known as _______

Which of the following is true of gender communication?

The practice of a message receiver giving back in his or her own words what he or she believes a sender said is called

Which of the following is most likely to cause conflict?

The outcome of people from various countries/backgrounds coming into contact with one another & potentially experiencing

Eye contact with a customer should be made frequently and held for at least 30 seconds

The rate at which the human brain processes information is called _____

Which of the following is an element of an interpersonal communication model?

Which of the following is true of service providers who are good listeners?

Which of the following is a viable way to generate meaningful responses from customers?

Which of the following is true of the circadian rhythm

____ refers to the manner or clarity in which verbal message are delivered

the process of correcting something that has not gone as promised involving provision of a product to a customer

To deliver quality service effectively, a service provider must _________

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

As a service provider, the key element in making your customer interactions successful is____