1.The interpretation of nonverbal cues is an objective science that yields consi

Question

1.The interpretation of nonverbal cues is an objective science that yields consistent and accurate results.

True

False

2. Nonverbal signals seldom contradict or override verbal messages, especially in conversations involving heightened emotions.

True

False

3.Pupilometrics is the study of change in voice tone.

True

False

4. Paralanguage consists of voice qualities or noises and vocalizations made as someone speaks that let a speaker know that his or her message is being listened to and followed.

True

False

5. Pitch refers to the change in tone of the voice as one speaks.

True

False

Inflection refers to the loudness or softness of the voice when speaking.

True

False

A malapropism is a word that is used correctly and effectively in a given situation.

True

False

Customer service providers must frequently use jargon while communicating with their customers to put them at ease.

True

False

All cultures have one common set of proxemics or spatial cues for certain situations.

True

False

The "impact of culture" refers to the homogeneous nature of people from similar backgrounds interpreting messages in the same way.

True

False

Fidgeting with an object often signals weakness and must be avoided by service providers when interacting with their customers.

True

False

Peering over one’s glasses is an unprofessional gesture that is considered to be negative nonverbal behavior.

True

False

Clusters are groupings of nonverbal behaviors that indicate either a negative or a positive message intent.

True

False

Perception checking is the process of clarifying a nonverbal cue that was received by stating what behavior was observed, giving one or two possible interpretations, then asking the message sender for clarification.

True

False

Increasing customer waiting times is good customer-focused behavior that exhibits good nonverbal signals.

True

False

_____ refers to nonverbal communication cues that send powerful messages through gestures, vocal qualities, manner of dress and grooming, and other cues.

Semantics

Body language

Proxemics

Pupilometrics

The way a person positions his or her body is termed _____.

pitch

inflection

stance

articulation

_____ consists of voice qualities made as someone speaks that let a speaker know that his or her message is being listened to and followed.

Paralanguage

Pupilometrics

Semantics

Proxemics

______ is defined as the clarity of a person’s word usage.

Paralanguage

Enunciation

Inflection

Interference

Verbal sounds such as “uh,” “er,” “um,” uh-huh” are often used when one is unsure and are called _____.

pupilometrics

semantics

proxemics

interferences

_____ relates to the invisible barrier surrounding people in which they feel comfortable interacting with others.

Chronemics

Semantics

Proxemics

Pupilometrics

In Western cultures, when the distance between the two persons falls between 0 to 18 inches, it is categorized as _____ distance.

public

intimate

personal

social and work

Andy and Mindy are at a distance of 3 feet from each other. In the context of spatial distances in Western cultures, this distance falls under the _____ distance category.

public

intimate

social and work

personal

Alex and Sue are at a distance of 10 feet from each other. In the context of spatial distances in Western cultures, this distance falls under the _____ category.

intimate distance

personal distance

social and work distance

public distance

In Western cultures, when the distance between two persons exceeds 12 feet, it is categorized as _____ distance.

intimate

public

social and work

personal

In terms of gender communication, which of the following statements is a difference between men and women?

Men approach life from an aggressive stance while women learn more nurturing skills early.

Men often search for “relationship” messages in an interaction while women typically focus on “bottom-line” responses.

Men prefer collaborative approaches to life while women prefer competitive approaches to life.

Men tend to be more bilateral in the use of their brains while women tend to be more lateral in their thinking.

Which of the following is an example of negative nonverbal behavior directed by a service provider to a customer?

Firm handshaking with the customer

Gesturing toward the customer using a flat, palm up hand

Avoiding the use of the editorial eyebrow with the customer

Fidgeting with an object while speaking to the customer

Mike, a salesman, notes a bewildered look on his customer’s face in reaction to one of his statements. To rectify this confusion, he decides to adopt a perception checking process. He starts the process by stating the behavior he observed to the customer. Which of the following steps must he then undertake to continue the process of perception checking?

Refrain from eliciting feedback and restart the discussion again.

Start using small talk that is irrelevant to the discussion.

Give one or two possible interpretations to the customer.

Ask the customer of an exhaustive clarification.

Which of the following courses of action is an example of customer-focused behavior?

Enhance customer wait times to improve their self-esteem.

Direct customers in an impersonal manner.

Prioritize your time over the customer’s while performing actions.

Be patient with customers.

Explanation / Answer

1.The interpretation of nonverbal cues is an objective science that yields consistent and accurate results.

False

It is rather difficult to interpret nonverbal cues as it may have multiple meanings that may distort the intended result.

2. Nonverbal signals seldom contradict or override verbal messages, especially in conversations involving heightened emotions.

False

As major part of the communication is through nonverbal signals, as the studies say, these signals could in fact often override the verbal messages and could only be enhanced better when the communicator participates in the social group and in the case where expressions are high, it can rather contradict even more.

3.Pupilometrics is the study of change in voice tone.

False

It is the study of the reaction of the students to a stimuli.

4. Paralanguage consists of voice qualities or noises and vocalizations made as someone speaks that let a speaker know that his or her message is being listened to and followed.

True

It forms part of the non-verbal cues of the voice that assigns a ‘voice print’ which could be unique to an individual based on the vocalization.

(Since multiple objectives are posted together, only the first four questions are answered)

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