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True / False Questions
1.
(p. 129)
Verbal messages consist of such things as movements, gestures, body positions, vocal
qualities, and a variety of unspoken signals sent by people.
2.
(p. 129)
When messages are transmitted between two people during communication, verbal
messages are likely to contradict or override nonverbal signals.
3.
(p. 129)
When in doubt about your message meaning, people tend to believe the words spoken.
4.
(p. 129)
Nonverbal communication gives no room for misinterpretation of the cues used by
different people.
5.
(p. 130)
Nonverbal communication cues that send powerful messages through gestures, vocal
qualities, manner of dress and grooming is called body language.
6.
(p. 130)
The key to reading body language is to realize that your interpretation should be used
7.
(p. 130)
In most western cultures, the typical period of time that is comfortable for holding eye
contact is 25 to 30 seconds.
8.
(p. 134)
Although changes in voice tone add vocal variety to messages, they do not affect
interpretation of meaning.
9.
(p. 135)
The average rate of speech for most adults in a work setting is 125 to 150 words per
minute.
10.
(p. 143)
Time allocation refers to the amount of attention given to a person or project.
11.
(p. 144)
A service provider must get back to a customer and renegotiate if the deadlines or
agreed-upon terms can't be met.
12.
(p. 146)
The term gender communication is used to refer to communication between males and
females.
13.
(p. 147)
Males learn nurturing and relationship skills early, whereas females approach life from a
more aggressive and competitive stance.
14.
(p. 147)
Women are likely to be more bilateral in the use of their brain.
15.
(p. 148)
Maintaining eye contact and smiling frequently are behaviors more often associated with
females.
16.
(p. 149)
The number of service providers and customers with varied backgrounds has been
declining at a rapid pace.
17.
(p. 149)
Impact of culture refers to the outcome of people from various countries or backgrounds
coming into contact with one another.
18.
(p. 150)
Hundreds of years ago, a handshake was used in many cultures to determine whether a
person was holding a weapon.
19.
(p. 151)
Playing with hair, pulling at an ear and other such habits should be minimized because
they tend to send negative messages to customers.
20.
(p. 151)
An editorial eyebrow is most likely to be viewed as questioning a customer's honesty.
21.
(p. 152)
Nonverbal communication is a scientific method to understand human beings.
22.
(p. 152)
Service providers miss important vocal and visual clues related to customer feelings
because of inattentiveness.
23.
(p. 153)
Perception checking is one way to clarify a nonverbal cue that was received by stating
what behavior was observed.
24.
(p. 155)
Standing up when customers arrive or approach is an indicator of a customer-focused
behavior.
25.
(p. 157)
Ensuring trash cans are emptied and keeping office environment neat and tidy projects a
professional image.
Multiple Choice Questions
26.
(p. 128)
Nonverbal messages ____.
27.
(p. 129)
Which of the following is a problem associated with nonverbal cues?
28.
(p. 130)
Nonverbal communication cues that send powerful messages through gestures, vocal
qualities, manner of dress and grooming are known as ____.
29.
(p. 130)
In most Western cultures, the typical period of time that is comfortable for holding eye
contact is _____ seconds.
30.
(p. 134)
Pitch, volume, rate, quality, articulation and other attributes are known as ____.
