Verbal Communication Skills
What is delivery?
A. The words you choose
B. How you say your message, including tone and pace
C. Writing an email
D. Listening silently
B. How you say your message, including tone and pace
What are clear expectations?
A. Break schedules
B. Knowing roles, goals, and responsibilities
C. Company rules only
D. Job benefits
B. Knowing roles, goals, and responsibilities
What is managing your emotions?
A. Hiding feelings
B. Controlling reactions and responding appropriately
C. Avoiding conversations
D. Arguing calmly
B. Controlling reactions and responding appropriately
Active listening includes paying attention to both verbal and ____ cues.
A. Written
B. Nonverbal
C. Digital
D. Visual aids
B. Nonverbal
Scenario: Your coworker is explaining a task, but you don’t understand part of it.
What would you do?
Ex: Ask questions until you understand the direction of task
What is word choice?:
A. Using the same words with everyone
B. Picking words based on the situation and audience
C. Speaking loudly
D. Using body language
B. Picking words based on the situation and audience
What is collaboration?
A. Working alone
B. Working together toward a shared goal
C. Competing with coworkers
D. Avoiding communication
B. Working together toward a shared goal
What is feedback?
A. Complaints only
B. Responses that show understanding or confusion
C. Ending a conversation
D. Giving orders
B. Responses that show understanding or confusion
Repeating information back shows this to the speaker.
A. Confusion
B. Respect & Understanding
C. Disagreement
D. Authority
B. Respect & Understanding
Your boss gives you feedback and says something is unclear.
What would you do?
Example: Listen to them and ask questions about things that remain unclear. Ask how you can improve.
What is verbal communication?
A. Using facial expressions
B. Communicating through speech
C. Using gestures
D. Writing only
B. Communicating through speech
What is accountability?
A. Doing only what you like
B. Taking responsibility for your actions at work
C. Supervising others
D. Taking breaks
B. Taking responsibility for your actions at work
What is clarification?
A. Changing the subject
B. Repeating or restating to check understanding
C. Correcting mistakes
D. Speaking louder
B. Repeating or restating to check understanding
Asking questions can help you do this.
A. Avoid work
B. Gain understanding
C. End conversations
D. Take control
B. Gain understanding
A coworker is talking, and you’re thinking about what you want to say next.
What would you do?
Example: I should practice active listening by fully understanding what they are communicating first then think about my response. I can ask questions, paraphrase, or share a similar situation.
What is reinforcement?
A. Ignoring the speaker
B. Using verbal or nonverbal cues to show you are listening
C. Speaking faster
D. Correcting others
B. Using verbal or nonverbal cues to show you are listening
What is professional communication?
A. Casual texting
B. Respectful and appropriate workplace communication
C. Talking only to friends
D. Using slang
B. Respectful and appropriate workplace communication
What is summarizing?
A. Giving opinions
B. Reviewing main points and next steps
C. Asking questions
D. Starting a conversation
B. Reviewing main points and next steps
Feedback helps keep conversations _____.
A. Short
B. Productive
C. Quiet
D. Private
B. Productive
You need to tell a coworker something important, but they seem stressed.
What would you do?
Example: I can change my tone and delivery. I can wait until I feel they have time to speak about my important thing.
What is active listening?
A. Waiting for your turn to talk
B. Planning your response while others speak
C. Fully focusing, listening, and responding appropriately
D. Talking more than others
C. Fully focusing, listening, and responding appropriately
True or False: You should speak to a a manager the same way you would speak to a best friend.
False.
What is questioning?
A. Interrupting others
B. Asking to understand or show interest
C. Challenging authority
D. Ending discussion
B. Asking to understand or show interest
Summarizing main points is often used after this workplace event.
A. Break
B. Meeting
C. Interview
D. Orientation
B. Meeting
You realize you’re going to be 10 minutes late to work.
What would you do?
Call or message your supervisor as soon as possible