Communication Process
What is the person who begins the communication process called?
Sender
What type of communication includes facial expressions, gestures, posture, and eye contact?
Nonverbal communication
Which is more appropriate in a professional email: "Hey" or "Good morning"?
Good morning
What is the first thing you should do when you answer the phone at work?
A professional greeting
What is appropriate and professional behavior when communicating online?
Online Etiquette
What is the information being communicated called?
Message
An employee maintains eye contact and nods while a customer is speaking. What does this behavior most likely communicate?
Attention and (or) Interest
Why should employees avoid texting abbreviations such as "u," "ur," and "lol" in professional communication?
They can make the message, or themself, appear unprofessional or unclear.
What should you do before placing a caller on hold?
Ask permission
True or False: It is appropriate to write an entire professional email in ALL CAPS.
False
What is the method used to send a message called?
Channel
A customer is talking to an employee, but the employee repeatedly looks at their phone. What message might this nonverbal behavior communicate?
Disinterest and (or) lack of attention
Name one characteristic of professional written communication.
Clear, concise, complete, correct, or professional
A customer asks a question you cannot answer. What should you do?
Politely find the correct information or find someone who can help.
Why should you proofread a professional email before sending it?
To find errors and make sure the message is clear and professional.
What is anything that interferes with the communication process called?
Noise
Why can nonverbal communication be especially important during a telephone conversation?
It actually is not visible during a telephone conversation. This is a trick question.
Which message is more professional?
A. "Can you send me that file?"
B. "Good afternoon, could you please send me the file when you have a chance? Thank you."
B
A customer is angry about a problem. What should the employee do?
Remain calm and professional.
An employee posts confidential information about their workplace on social media. Why could this be a problem?
It could violate workplace expectations or expose private/confidential information.
An employee sends instructions to a coworker. The coworker reads the instructions and responds, "I understand." What part of the communication process is the coworker's response?
Feedback
An employee says, "I'm happy to help you," but rolls their eyes and sighs. What is the problem with this communication?
The employee's nonverbal communication contradicts their verbal message.
An employee sends an email with no greeting, several spelling errors, missing information, and slang. Identify two problems with the message.
Any two of the following: lack of greeting, spelling errors, missing information, slang, unprofessional communication.
List two things that should be included when answering a business telephone professionally.
An employee sends an angry email to a customer immediately after becoming frustrated. What should the employee have done before sending it?
They should have reviewed the message and made sure it was professional and appropriate before sending it.