ACSR 5 - Professional Communication
True
(T/F) If the writer does not know the recipient's gender, it is acceptable to use the full name in a salutation.
True
(T/F) Insurance professionals can solicit feedback by finishing each verbal message with a question.
C. Making a telephone call
A customer service representative (CSR) has received an email from a customer asking for an explanation of several exclusions in her homeowners policy. Which one of the following would be the most appropriate way for the CSR to provide that explanation? A. Sending an email B. Writing a letter C. Making a telephone call D. Sending a text message
A. A lack of interest.
A lack of eye contact is usually interpreted as A. A lack of interest. B. A sign of concentration. C. An encouragement to continue speaking. D. A sign of disapproval.
Subject
A meaningful ____ can also help the recipient find a message later if he or she wants to refer to it again.
Nervous gesture
A person's motion or posture suggesting a tension level that is not conducive to effective communication.
D. Using the subject line effectively.
A sender can help recipients organize their email messages by A. Inserting "IMPORTANT" or "URGENT" in the subject line. B. Changing the subject line when replying to emails. C. Flagging all messages as high-priority. D. Using the subject line effectively.
A. Thinking about the recipient's needs and interests.
A writer can usually predict how the recipient will react to a business letter by: A. Thinking about the recipient's needs and interests. B. Reading the letter out loud before sending it. C. Writing clearly and concisely. D. Keeping the letter as brief as possible.
B. Requesting that the caller repeat his or her information to the person receiving the call
All of the following are steps in a "warm hold," EXCEPT: A. Explaining why the caller needs to be connected to another party B. Requesting that the caller repeat his or her information to the person receiving the call C. Giving the caller an estimated time to complete the transfer D. Obtaining permission to connect the caller to the other party
D. Focused attention
All of the following can create noise in communications between insurance professionals and customers, EXCEPT: A. Drumming one's fingers on a desk B. Being heavily tattooed C. Feeling angry or worried D. Focused attention
B. In casual conversation, it is important to limit the length of the message and solicit frequent feedback.
All of the following statements are correct with respect to a person's rate of speech, EXCEPT: A. It is preferable to speak briskly while maintaining good clarity. B. In casual conversation, it is important to limit the length of the message and solicit frequent feedback. C. Speech rate refers to both the tempo at which people speak and the pace at which they present information. D. A brisk rate of speech is more likely to keep a listener's interest and attention than a slow rate.
C. Reacting emotionally to a speaker's message enhances communication.
All of the following statements are correct with respect to active listening, EXCEPT: A. Taking notes helps a listener concentrate on what the speaker is saying. B. Noting key words helps a listener identify a speaker's priorities. C. Reacting emotionally to a speaker's message enhances communication. D. Concentrating on the entire message is essential to active listening.
An ____ would not be an appropriate way of notifying a customer of policy termination or requesting health information from a claimant. To communicate personal or sensitive material, a business letter or telephone call is a better choice.
B. Obtain a Social Security number from a claimant
An insurance professional can use e-mail to do all of the following, EXCEPT: A. Ask for the make and model of an insured's new vehicle B. Obtain a Social Security number from a claimant C. Verify the square footage of an insured's home D. Advise a claimant of a claim representative's telephone number
E-Mails
Because of Internet security issues, an ____ may be read by someone other than the person it was addressed to. As a result, they should not contain confidential information or be used to communicate sensitive material. For example, Social Security numbers, bank account or credit card numbers, and driver's license numbers should not appear in said method of communication.
Salutation
Business e-mails begin with a ____. If the writer usually calls the recipient by his or her first name, it is acceptable to use only the first name followed by a comma. In all other cases, the ____ should include the individual's title and full name, followed by a colon.
keeping each message short and soliciting feedback frequently
By ____, an insurance professional can help customers and others understand and retain technical insurance information.
Feedback
Effective communication is the insurance professional's responsibility, and ____ is one of the best tools for verifying that a message has been decoded correctly. It can be written, verbal, or nonverbal.
Recapping
Finally, ____ a call ensures the caller's needs have been fully met, and a proper closing reinforces the caller's good impression of the insurance professional and his or her organization.
Inflection
Good ____ indicates energy and interest, keeps the listener's attention, helps avoid misunderstandings, and emphasizes important points.
C. Repeat the greeting again clearly.
If an insurance professional answers an incoming telephone call and the caller does not respond, which one of the following actions is most appropriate? A. Hang up the phone. B. Ask, "Is anybody there?" C. Repeat the greeting again clearly. D. Tell the caller the call is breaking up.
A. Using language the receiver will understand.
In communication, a sender can help ensure the receiver will decode a message correctly by A. Using language the receiver will understand. B. Providing as little detail as possible to avoid confusion. C. Presenting information in a scattered manner to catch the receiver's interest. D. Repeating the same message, in the same way, several times.
B. Smile.
In the context of professional voice qualities, one of the easiest ways to convey positive energy is to A. Speak loudly. B. Smile. C. Speak quickly. D. Listen.
Speech Rate
In this context, ____ refers to both the tempo at which a person speaks and the pace at which he or she presents information to a listener.
Active Listening
Individuals cultivate ____ skills by taking notes; listening for key words and phrases; fighting distractions and emotions; withholding judgment until the end of the message; waiting to formulate a response; and observing the speaker's mood, tone, and body language.
Professional Voice Qualities
Insurance professionals interact with customers and others many times during a day, both in person and via the telephone. ____ allow them to create a positive impression during each of these interactions and enhance the quality of communication.
Noise
Insurance professionals should be aware of the effect of "____" on communication. "____" is any distortion of the message by the sender or the receiver or as the message is being transmitted. ____ can be physical, physiological, psychological, or semantic.
C. Use insurance terminology and jargon
Insurance professionals write effective business letters if they do all of the following, EXCEPT: A. Write to their audience B. Proofread C. Use insurance terminology and jargon D. Format business letters correctly
C. Set up an out-of-office message with an alternative person to contact
John is a loss control representative. He has made an appointment to spend the day at a large commercial customer's premises completing an inspection. John receives a lot of emails during the day, many of which require immediate action. Which one of the following would be John's best course of action while he is at the customer's facility? A. Postpone dealing with his emails until the next day B. Have his emails forwarded to his telephone and deal with them as they come in C. Set up an out-of-office message with an alternative person to contact D. Send everyone he usually receives emails from a message that he will be out for the day
Active Listening
Listeners demonstrate ____ by maintaining eye contact; providing cues to acknowledge the message and encourage the speaker; pausing before responding; paraphrasing, summarizing, and showing empathy; and asking for more detail when appropriate.
Energy
Listeners perceive the ____ level in a person's voice as a reflection of his or her attitude. A slow, monotonous manner of speaking can leave the impression the speaker is indifferent or uninterested. However, a lively, cheerful speaker is engaging, which the listener perceives as friendliness and genuine interest.
B. The person answering the call relays all the information provided by the caller to the person the call in being transferred to.
Often it is necessary to transfer a telephone call. Which one of the following best describes a "warm transfer"? A. The person answering the call advises the caller that the call must be transferred and makes the transfer. B. The person answering the call relays all the information provided by the caller to the person the call in being transferred to. C. The person answering the call gives the caller an estimate of how long it will take to complete the transfer. D. The person the call is transferred to apologizes to the caller for the transfer and asks the caller for his or her information.
One advantage of ____ is that it allows for almost instant communication. However, this also creates an expectation of promptness. While people will accept several days' delay before receiving a reply to a business letter, a few hours' delay can be unacceptable with said method of communication.
Smile
One of the easiest ways to convey positive energy is to ____. This is as important on the telephone as in person because it is reflected in the voice. Even when the other party to a conversation cannot see it, he or she can hear it.
C. Send an email with "Cancelling 4:00 appointment" in the subject line
Sarah is a customer service representative. She has an appointment with a customer scheduled for 4 p.m. Unfortunately, her son has become sick at school and she has to leave for the day to pick him up. She needs to advise the customer that she will have to cancel the appointment. She cannot reach the customer by phone, but she knows that he checks his email frequently. Which one of the following would be best for Sarah to do? A. Send an email with the word "URGENT" in the subject line B. Send an email and flag it as high-priority C. Send an email with "Cancelling 4:00 appointment" in the subject line D. Send an email with "Sorry" in the subject line
Energy
Speaking briskly with good clarity creates an impression of ____ and keeps a listener's attention. However, it may be necessary to slow one's rate of speech under certain circumstances to ensure effective communication.
Energy Level
The ____ in a person's voice reflects his or her attitude. Lively, cheerful speech conveys enthusiasm, friendliness, and genuine interest.
Communication Process
The ____ involves sending a message and receiving feedback as to whether the listener has understood.
C. The receiver's preferences and needs.
The appropriate choice of communication medium in the insurance industry depends on A. What is easiest for the sender. B. The technological capabilities of the sender. C. The receiver's preferences and needs. D. The receiver's value to the sender.
Voice
The characteristics of an insurance professional's ____ are an essential element in the first impression they make on others. While words can create the image that a person is knowledgeable and professional, positive voice qualities reflect warmth, friendliness, interest, and confidence.
Ensuring the Message is Clear
The first step in effective communication is ____. An insurance professional can accomplish this in several ways: Avoid the use of industry jargon. Keep communications simple. Provide all relevant information. Present information in an organized manner.
Block
The most common business letter format is the ____ format. The letter is left-justified with single line spacing within each paragraph and a blank line between paragraphs.
Active listening
The process of listening with mental and physical openness to more clearly determine a message's meaning.
B. Inflection.
The way in which a speaker adjusts or modulates his or her voice in conversation is referred to as A. Tone. B. Inflection. C. Pitch. D. Clarify.
A. Why the writer is writing the letter
There are three messages that a professional writing a letter includes in any business correspondence. Which one of the following is one of those messages? A. Why the writer is writing the letter B. That the writer appreciates the reader's business C. When the writer expects the reader to reply D. How the subject of the letter benefits the reader
Effective Communication
These are the steps involved in ____.
C. Notify the customer of the requirement, provide an average cost, and explain the benefits of the replacement for the customer.
Tina is a customer service representative (CSR). She has received notification from an underwriter that a customer must have his furnace oil tank replaced or his homeowners policy will be non-renewed. When writing a letter to notify the customer, which one of the following would be Tina's best choice? A. Simply notify the customer of the requirement in a clear and succinct manner. B. Notify the customer of the requirement and tell the customer it is "an underwriting rule." C. Notify the customer of the requirement, provide an average cost, and explain the benefits of the replacement for the customer. D. Advise the customer the policy will not be renewed and place the coverage with another insurer.
B. Any factor that results in a gap between the intended message and the perceived message
Which one of the following best describes communication noise? A. Distraction such as radio playing, voices in an adjoining office, or commotion in a corridor B. Any factor that results in a gap between the intended message and the perceived message C. Inattention on the part of the sender or the receiver D. Anything that prevents the sender's message from actually reaching the receiver
A. Recapping helps ensure the caller's needs have been fully satisfied.
Which one of the following best describes the reason for recapping a telephone call before closing? A. Recapping helps ensure the caller's needs have been fully satisfied. B. Recapping gives the caller the opportunity to ask for additional services. C. Recapping allows insurance professionals to demonstrate their knowledge. D. Recapping ensures the caller's expectations are exceeded.
D. Feedback is one of the best tools for verifying that a message has been decoded correctly.
Which one of the following is correct with respect to feedback in communication? A. Feedback is unnecessary if the original message is clearly worded. B. Paraphrasing is not an effective way of providing feedback. C. It is unnecessary to solicit feedback in written communication. D. Feedback is one of the best tools for verifying that a message has been decoded correctly.
B. Using everyday language and an uncluttered sentence structure communicates best.
Which one of the following is correct with respect to the language used in business letters? A. Modern business letters are generally written in a formal style. B. Using everyday language and an uncluttered sentence structure communicates best. C. It is important to use jargon and insurance terminology in letters to customers. D. Using phrases like "enclosed herewith" makes correspondence clear and effective.
D. When emailing a number of people, it is best to use the blind carbon copy feature rather than publicize recipients' email addresses.
Which one of the following is correct with respect to using email professionally? A. Spelling, punctuation, and grammar are less important in emails than in written correspondence. B. Senders will generally accept several days' delay before receiving a reply to an email. C. It is appropriate to forward a sender's email to another person without obtaining the sender's permission. D. When emailing a number of people, it is best to use the blind carbon copy feature rather than publicize recipients' email addresses.
A. Obtain the caller's permission to put the call on hold
Which one of the following is most important for an insurance professional to do before placing a caller on hold? A. Obtain the caller's permission to put the call on hold B. Tell the caller it is necessary to place the call on hold C. Explain that he or she is busy and ask the caller to call back later D. Give the caller an estimate of how long the call will be on hold
D. Listen objectively to the entire message before evaluating it
Which one of the following is the best course of action when a speaker says something the listener disagrees with? A. Immediately explain why the speaker is mistaken in his or her opinion B. Take notes so the speaker cannot deny his or her words later C. Observe the speaker's tone of voice and body language D. Listen objectively to the entire message before evaluating it
D. "ABC Insurance. This is Maggie Snow. What can I do for you today?"
Which one of the following is the best example of how an insurance professional should answer an incoming telephone call? A. "ABC Insurance. How can I direct your call?" B. "This is Tina Mitchell. Please hold." C. "ABC Insurance. This is John speaking." D. "ABC Insurance. This is Maggie Snow. What can I do for you today?"
A. Eliminate distractions where possible and focus on the customer through active listening
Which one of the following is the best way for an insurance professional to enhance the effectiveness of his or her communication? A. Eliminate distractions where possible and focus on the customer through active listening B. Mentally formulate a reply while listening to the sender's message C. Avoid unusual clothing, hair styles, or body art to maintain a professional appearance D. Allow emotions to be reflected in communication
D. "Mrs. Bryce, thank you for calling ABC Insurance today."
Which one of the following is the most appropriate way for an insurance professional to finish a telephone call? A. "I've made the changes you asked. I'll talk to you later. Bye." B. "Is there anything else I can do for you? No? Well, goodbye then." C. "Did you have any other questions? Thanks for calling." D. "Mrs. Bryce, thank you for calling ABC Insurance today."
D. Short messages with frequent feedback
Which one of the following is the most effective way to communicate technical insurance information? A. Long messages with occasional feedback B. Long messages with frequent feedback C. Short messages with occasional feedback D. Short messages with frequent feedback
B. Listening for key words
Which one of the following listening techniques allows a person to identify a speaker's priorities? A. Taking notes B. Listening for key words C. Maintaining eye contact D. Withholding judgment
C. Speaking too quickly reduces clarity and hinders effective communication.
Which one of the following statements is correct with respect to a professional rate of speech? A. It is generally preferable to speak slowly while maintaining good clarity. B. When the listener is not a fluent speaker of the language, it is helpful to increase the rate of speech. C. Speaking too quickly reduces clarity and hinders effective communication. D. A slow rate of speech is more likely to keep the listener's interest and attention.
C. Body language can indicate thoughts or feelings the speaker is not expressing verbally.
Which one of the following statements is correct with respect to active listening? A. If a question arises while a speaker is talking, it is best to interrupt and ask for clarification. B. Active listening is not an appropriate technique in an environment with many distractions. C. Body language can indicate thoughts or feelings the speaker is not expressing verbally. D. Active listeners formulate a response while the speaker is talking.
D. All media are not equally effective in communicating a given message.
Which one of the following statements is correct with respect to choosing a communication medium? A. Face-to-face meetings should be avoided because they are inefficient and time-consuming. B. The choice of media rarely has impact on the effectiveness of communication. C. Whenever possible, communication should be done by written correspondence. D. All media are not equally effective in communicating a given message.
B. A listener can show interest through gestures and facial expressions.
Which one of the following statements is correct with respect to demonstrating active listening? A. Asking questions suggests that the questioner was not listening to the speaker's message. B. A listener can show interest through gestures and facial expressions. C. Paraphrasing is not an effective method for identifying misunderstandings. D. Interrupting a speaker indicates an interest in what the speaker is saying.
A. It is important to demonstrate as it is to practice.
Which one of the following statements is correct with respect to demonstrating active listening? A. It is important to demonstrate as it is to practice. B. It generally does not affect the way in which a speaker perceives a listener. C. It can be very distracting to the speaker. D. It often makes speakers feel that the listener is overly inquisitive.
B. Pausing before responding demonstrates that the listener is formulating a response.
Which one of the following statements is correct with respect to demonstrating active listening? A. Nodding and saying "yes" or "I see" makes a speaker feel that the listener is becoming impatient. B. Pausing before responding demonstrates that the listener is formulating a response. C. Paraphrasing a speaker's message suggests that he or she communicated it poorly. D. In summarizing a speaker's message, it is inappropriate to focus on his or her feelings.
C. It emphasizes important points.
Which one of the following statements is correct with respect to good inflection? A. It does not hold the listener's attention. B. It can lead to misunderstandings. C. It emphasizes important points. D. It suggests a lack of interest.
A. Non-verbal clues can indicate the need to probe verbally to determine the customer's level of understanding.
Which one of the following statements is correct with respect to insurance professionals' communication with customers? A. Non-verbal clues can indicate the need to probe verbally to determine the customer's level of understanding. B. If a customer has decoded a message incorrectly, there is little an insurance professional can do to correct the misunderstanding. C. The customer is responsible for ensuring complete communication because it is his or her interests that insurance is protecting. D. It is generally not possible for an insurance professional to solicit verbal feedback from customers.
A. They are brief and clear with short sentences and paragraphs.
Which one of the following statements is correct with respect to professional email messages? A. They are brief and clear with short sentences and paragraphs. B. They do not include bulleted or numbered lists. C. They are an effective way to communicate a large amount of information. D. They are an informal means of business communication.
C. When checking something on the computer, it is best to speak to the caller rather than being silent.
Which one of the following statements is correct with respect to professional telephone interactions? A. It is best to use a caller's first name rather than to be formal by using, for example, "Mr. Jones." B. When speaking with customers, it is important to use industry jargon to demonstrate the speaker's knowledge. C. When checking something on the computer, it is best to speak to the caller rather than being silent. D. If a caller uses insurance terminology, it is appropriate to assume he or she knows its meaning.
A. It is essential to professional correspondence.
Which one of the following statements is correct with respect to proofreading? A. It is essential to professional correspondence. B. A quick scan of a letter is usually sufficient. C. A letter only needs to be proofread once. D. It catches spelling errors but not grammatical ones.
C. Word processing software sometimes suggests changes that are grammatically incorrect.
Which one of the following statements is correct with respect to proofreading? A. Word processing programs make proofreading unnecessary. B. Reading a letter backwards helps a proofreader identify punctuation errors. C. Word processing software sometimes suggests changes that are grammatically incorrect. D. Letter writers accept any automatic spelling change made by word processing software.
A. The body of the letter should be as short as possible while conveying all necessary information.
Which one of the following statements is correct with respect to properly formatting a business letter? A. The body of the letter should be as short as possible while conveying all necessary information. B. It is unnecessary to include a closing paragraph restating the purpose of the letter and requesting required action. C. It is important to include the typist's initials at the bottom of a letter even when the sender has typed the letter himself or herself. D. The sender's name and title should appear above his or her signature at the bottom of the page.
C. Taking notes allows the listener to keep track of questions that arise while the speaker is talking.
Which one of the following statements is correct with respect to taking notes during a conversation? A. Taking notes distracts the listener from focusing on what the speaker is saying. B. Many people consider note-taking rude because it reduces eye contact during conversation. C. Taking notes allows the listener to keep track of questions that arise while the speaker is talking. D. Note-taking is effective because it allows listener to formulate a response while a speaker is talking.
B. The body includes the purpose of the email, the information to convey, and what should happen next.
Which one of the following statements is correct with respect to the format of a business email? A. It is unnecessary to begin a business email with a salutation. B. The body includes the purpose of the email, the information to convey, and what should happen next. C. It is generally acceptable to use the recipient's first name in emails. D. It is inappropriate to use "Sincerely," or "Yours truly," in business emails.
C. If the writer does not know the recipient's gender, it is acceptable to use the recipient's full name in the salutation.
Which one of the following statements is correct with respect to the proper format of business letters? A. Even when correspondence is on letterhead, it is important to include the sender's address after the date. B. The first line of a business letter should be the name and title of the person sending the letter. C. If the writer does not know the recipient's gender, it is acceptable to use the recipient's full name in the salutation. D. If the writer does not know who to contact at a company, it is appropriate to omit the salutation from the letter.
C. When using industry jargon is unavoidable, insurance professionals should explain each term carefully.
Which one of the following statements is correct with respect to the use of insurance industry jargon in communication with others? A. Industry jargon is generally understood by the public and should be used to ensure that communication is specific. B. In communication with customers, the use of industry jargon demonstrates an insurance professional's knowledge. C. When using industry jargon is unavoidable, insurance professionals should explain each term carefully. D. It is inappropriate to use industry jargon in communication with customers or other insurance professionals.
C. It is important to convey a natural energy level in the voice that is not exaggerated.
Which one of the following statements is correct with respect to voice qualities while on the telephone? A. A listener cannot tell from a speaker's voice whether or not the speaker is smiling. B. The telephone increases the perceived energy level in a person's voice. C. It is important to convey a natural energy level in the voice that is not exaggerated. D. Speaking slowly in a monotone is perceived as showing interest in the other party.
Business Letters
____ are not simply a way to relay information. A properly constructed ____ also conveys an overall image of the insurance professional and the organization he or she represents.
____ has become a common form of communication between insurance professionals, customers, and others because it allows for almost instant communication
Clarity
____ is a measure of how well a speaker articulates his or her words.
Effective Listening
____ is important to insurance professionals in two ways. First, cultivating listening techniques is essential to providing excellent service. Second, demonstrating active listening is important in the communication process. Customers can know an insurance professional is interested and empathetic only if they can see and hear that response.
Semantic
____ noise is created if the sender of a message uses technical terms the receiver cannot understand or uses grammar or sentence structure that create an ambiguous message. Avoiding industry jargon and keeping the message simple help to prevent this noise.
Inflection
____ refers to the way in which a speaker adjusts or modulates his or her tone in conversation. Good ____ adds animation and energy to a speaker's voice, keeping the listener's attention. It makes the speaker's intended message clear and helps avoid misunderstandings. Finally, effective ____ allows a speaker to emphasize the important points in his or her message.
