csr 282 quiz 2

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

FALSE A significant fact to remember is that when messages are transmitted between two people during communication, nonverbal signals can contradict or override verbal messages.

The circadian rhythm refers to the psychological 24 hour cycle associated with the earth's rotation.

FALSE All people have a natural 24-hour biological pattern (circadian rhythm) by which they function. It is the physiological cycle that is associated with the earth's rotation. It affects metabolic and sleep patterns in humans as day replaces night. This "clock" often establishes the body's peak performance periods

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

FALSE Although nonverbal cues carry powerful messages, there is considerable room for misinterpretation of the cues used by different people involved in it.

Open-ended questions are a quick way to check what was already said or agreed on.

FALSE Closed-end questions are a quick way to check what was already said or agreed on. Using them reinforces that you're listening and also helps prevent you from making mistakes because you misinterpreted or misunderstood information.

Congruence refers to a situation where the group means well but does not function effectively.

FALSE In communication, congruence relates to ensuring that verbal messages sent match or are in agreement with the nonverbal cues used.

Nonverbal communication is a scientific method to understand human beings.

FALSE Nonverbal communication is not a science. That is because each person is a unique combination of factors such as personal backgrounds, educational experiences, cultures, and life experiences

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

FALSE 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.

The rate at which the human brain processes information is slower than the speed at which the average adult speaks.

FALSE The brain is capable of comprehending messages delivered at rates of as much as four to six times faster (thought speed) than the speed at which the average adult speaks.

The last step in the listening process is comprehending or assigning meaning.

FALSE The last phase of the listening process is responding. Selecting an appropriate response, is crucial to the success of your customer interactions.

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

FALSE The number of service providers and customers with varied backgrounds is growing at a rapid pace.

The closed-end question format follows the five W's and one H used by journalists.

FALSE Traditionally, closed-end questions start with verbs such as do, did, are, and will; elicit short, one-syllable responses; and gain little new information. Many closed-end questions can be answered yes or no or with a specific answer, such as a number or a date. yes or no questions

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

FALSE When in doubt about your message's meaning, people tend to believe the nonverbal: facial, body, and vocal parts.

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

TRUE An average rate of speech for most adults in a workplace setting in Western cultures is 125 to 150 words per minute (wpm).

Individual characteristics or qualities you have may get in the way of listening effectively to a customer.

TRUE As a listener, you may have individual characteristics or qualities that get in the way of listening effectively to the customer.

hearing is a simple process

TRUE Hearing is a passive physiological process of receiving sound waves and transmitting them to the brain, where they are analyzed. This is usually a simple process.

Customers specifically ask to be served by someone else is an indicator of poor listening.

TRUE Listening is the primary skill most people have for gathering information. Unfortunately, in the United States (and other countries), the skill of listening is not routinely taught in most public school systems

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

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

Once your ears pick up sound waves, the brain goes to work to focus or attend to what was heard.

TRUE Once your ears pick up sound waves, your brain goes to work focusing on, or attending to, what was heard.

Open-end questions establish a number of facts such as identifying customer needs, gathering a lot of information, uncovering background data, to name a few.

TRUE Open-end questions establish a number of facts and are used to seek substantial amounts of information and encourage dialogue.

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

TRUE Perception checking involves stating the behavior observed, giving one or two possible interpretations, and then asking for clarification of message meaning.

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

TRUE The amount of attention given to a person or project is referred to as time allocation.

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

TRUE The key to reading body language is to realize that your interpretations should be used only as an indicator of the customer's true message meaning.

The first phase in active listening is hearing or receiving the message

TRUE When you listen actively, you go through a process consisting of various phases: hearing or receiving the message, attending, comprehending or assigning meaning, and responding.

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

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

One cannot talk and actively listen at the same time.

TRUE You cannot talk and actively listen at the same time. When the customer starts talking, the first thing you should do is stop talking and listen carefully.

The best way to determine what customers want and expect is to ask them.

TRUE You will find no better or easier way to determine what customers want and expect than to ask them. They'll appreciate it, and you'll do a better job serving them.

Listening effectively is the primary means that many customer service professionals use to determine the needs of their customers.

true

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

True refers to the outcome of people with various countries or backgrounds in contact with one another