CLA Chapter 7 Test

When speaking, how can you ensure that your listener is understanding your message?

Ask if they have any questions

Bob says that communication is not effective unless it is understood by the receiver. Tom says that communicating effectively is critical to ensuring that correct products are delivered to the correct customer at the correct time. Who is correct?

Bob

Bob says that most service failures in logistics can be traced back to breakdowns in communication. Tom says that many communication problems are the result of small mistakes, such as speaking quickly, but can lead to costly errors. Who is correct?

Bob and Tom

Bob says that when writing or speaking it is important to consider your audience. Tom says that you should always double check documents for accuracy. Who is correct?

Bob and Tom

Which of the following is an example of internal communication?

Co-workers

Which of the following are important guidelines for effective writing?

Consider your audience and Proofread

Which of the following are important guidelines for effective speaking?

Consider your audience and use appropriate tone

Which of the following is an example of external communication?

Customers

Receiving a customer complaint and writing up the report is an example of what types of communication?

External, Writing and Listening

If you don't understand what the speaker is saying, you should interrupt them to seek clarification.

False

Miscommunication does not affect a company's profitability?

False

Look at the speaker, ask questions, don't interrupt, and restate are strategies to improve your:

Listening skills

You need to be able to communicate information such as orders are complete or incomplete, what deliveries are arriving, delayed or departing, or any problems with equipment to...

Other shifts

If you do not understand something you have read your should

Re-read it and Try to visualize what you are reading

Preview, question, and visualization are three strategies to improve your:

Reading skills

The communication process is constructed in what order?

Sender, message, transmission, interprets, receiver

Consider your audience, check for understanding, and use appropriate tone are strategies to improve your:

Speaking skills

Bob says that communication skills are not important for today's material handling workers. Tom says that miscommunication can cause delays and affect quality. Who is correct?

Tom

Bob says that if you don't understand what a speaker is saying, you should interrupt them to seek clarification. Tom says that restating something in your own words is one way to ensure that you have correctly understood the speaker's message. Who is correct?

Tom

Communication is not effective unless it is understood by the receiver.

True

Most service failures in logistics can be traced back to breakdowns in communications.

True

The most important aspect of external communication is customer communication.

True

Which of the following describe internal communication?

With co-workers, With other shifts and With delivery driver

Which of the following describe external communication? (may be more than 1 answer)

With customers and With delivery driver

Identify your purpose, consider your audience, clarity and proofread are strategies to improve your:

Writing skills