Textbook review questions 2
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Southwestern College, California *
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239
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Communications
Date
Jan 9, 2024
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docx
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5
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Chapter 4 1. What are six categories of nonverbal cues?
Body language, eye contact, facial expressions, posture, nodding of the head, and gestures.
2. What are some of the voice qualities that can affect message meaning?
The pitch, volume, rate, quality and articulation. 3. What are some examples of inappropriate workplace attire?
Very high heels, miniskirts, jeans, bare midriffs, pajamas, t-shirts, pants with holes or tattered cuffs, tennis shoes and flip-flops.
4. How can grooming affect your relationship with customers?
If someone doesn't groom themselves well customers may think that they are lazy, inconsiderate or dirty. 5. What four spatial distances are observed in Western cultures, and for which people or situations is each typically reserved?
Intimate distance, Personal distance, Social and work distance, and Public distance.
Intimate distance is usually reserved for family or intimate relationships. Personal distance is usually for close friends or business colleagues or someone who you have established a level of comfort and trust. Social and work distance is typically used at casual business events and during business transactions. Public distance is for large gatherings, activities, or presentations.
6. What are some of the miscellaneous nonverbal cues that can affect your effectiveness in a customer environment?
Chewing gum, eating, smoking, touching the customer, complaining, and saying overused phrases.
7. What are some ways in which men and women differ in their nonverbal communication?
Women tend to use more expressive facial movements and are more emotional in problem solving. While men tend to show little variation in facial expression and are analytical in problem solving. Women tend to nod frequently to indicate receptiveness and casually glance at their watch. While men nod occasionally to indicate agreement and glance dramatically at watch. 8. What are some examples of unproductive communication?
Peering over top of eyeglasses, crossing arms or putting hands on hips, unprofessional handshake, and holding hands near mouth.
9. List four strategies for improving nonverbal communication.
Seek nonverbal cues, confirm perceptions, seek clarifying feedback, and analyze interpretations.
10. What are five examples of customer-focused behavior?
●
Being patient with customers
●
Offering assistance
●
Being professional
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Offering refreshments, if appropriate
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Reducing customer wait times
Chapter 5
1. What phases make up the active listening process?
Hearing/Receiving Message, Attending, Comprehending/ Assigning Meaning, and Responding. 2. What is the difference between hearing and listening?
Listening is a learned process, not a physiological one. While hearing is a passive physiological process. 3. According to studies, what is the average rate of listening efficiency for most adults in the
United States? Why is this significant in a customer service environment?
The average rate is 25 percent efficiency rate when listening. This is significant in a customer service environment because 75 percent of the message is lost. SO think what this could mean in an organization if the poor listening skills of service professionals led to a loss of 75 percent of customer opportunities. 4. List 13 characteristics of effective listeners.
1.
Respectful
2.
Focused
3.
Responsive
4.
Alert
5.
Understanding
6.
Caring
7.
Empathetic
8.
Unemotional
9.
Interested
10.
Patient
11.
Cautious
12.
Open
13.
Accepting
5. Of the characteristics common to good listeners, which do you consider the most important in a customer service organization? Explain. I think the most important characteristic in customer service is respectful. I think this because if your employee has no respect for your customer then the whole interaction would end up badly. The same goes for the customer though, they should show employees respect as well. 6. What is an important reason for practicing good listening skills in a customer service environment?
A good listener would be able to notice a customer’s words and the cues or nuances, then be able to conduct follow-up questions or probe deeper to determine the real need.
7. What obstacles to effective listening have you experienced, either as a customer service professional or as a customer?
Some obstacles I’ve experienced as a customer is when a worker has answered the phone while still ringing me up, and I was unable to ask questions about something on the menu. Another obstacle was when everyone was wearing masks and I couldn’t understand the total the cashier was telling me. 8. How can you determine when someone is not listening to what you say?
If they’re not fully facing me, not making eye contact with me, their arms are crossed over their chest, and if they seem bored.
9. What techniques or strategies can you use to improve your listening skills? Stop talking when someone is talking to you, listen actively, show empathy, show a willingness to listen and send positive nonverbal cues.
10. How is the outcome of customer service encounters improved by using a variety of questions? It allows the customer to talk and possibly disclose needs, answer questions, and voice concerns.
Chapter 6 1. What are behavioral styles?
Behavioral styles are actions or reactions exhibited when you and others deal with tasks or people.
2. What are the four behavioral style categories discussed in this chapter?
Decisive style, Expressive style, Inquisitive style , and Rational style
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3. What are some of the characteristics that can help you identify a person who has the following style preferences: R, I, D, E? R- They are very patient, wait or stand in one place for periods of time without complaining, ask questions rather than state their opinions, avoid conflict and anger, and prefer one-on-
one or small-group interactions. I- They ask specific, pertinent questions rather than make statements of their feelings, prefer to interact in writing rather than in person or on the phone, are very punctual and time-conscious, and keep their personal life separate from business. D- They move quickly, prefer active, competitive leisure activities, ask specific, direct questions and give short, straight answers, and have firm handshakes. E- They dislike routine, smile and use open body language, are enthusiastic, even animated when talking, and like action-oriented, people-centered leisure activities. 4. When communicating with someone who has an “R” preference, what can you do to improve your effectiveness?
Ask open-ended questions, return firm, brief handshake, relax your message delivery, and attempt to solve problems without creating a situation in which they feel challenged or obliged to defend themselves. 5. When communicating with someone who has an “I” preference, what can you do to improve your effectiveness? Use brief, accurate statements, avoid touching, use careful, non-animated body cues, respond in a formal manner with many details, and provide background information and data. 6. When communicating with someone who has a “D” preference, what can you do to improve your effectiveness?
Keep sentences short and communication brief, return eye contact, minimize small talk and details, use facts and logic and avoid unnecessary detail. 7. When communicating with someone who has an “E” preference, what can you do to improve your effectiveness?
Show interest and ask pertinent questions, listen and respond enthusiastically, use a firm, professional one-handed shake, ask questions to involve them, and use open, positive body language and smile. 8. What are some strategies for eliminating service barriers by using your knowledge of behavioral styles?
Discover customer needs, avoid saying no, focus on process improvement, be culturally aware, know about your products and services, and make customers feel special.
9. What are perceptions?
How someone views an item, situation, or others. 10. How can perceptions affect customer relations? Perceptions can affect customer relations because if you have a set perception of a customer and you act on that perception, the customer can become very upset.