Chapter 6: Communication and Client Relations
MULTIPLE CHOICE
1. Which component of the communication process relays an idea?
a.
sender
c.
channel
b.
message
d.
feedback
2. Which component of the communication process refers to the route in which the message is
sent?
a.
sender
c.
feedback
b.
channel
d.
receiver
3. A letter is an example of what route of communication?
a.
verbal
c.
written
b.
nonverbal
d.
none of the above
4. Which stage of grief may require the aid of a physician to move past?
a.
sorrow
c.
depression
b.
denial
d.
shock
5. Which of the following is an example of patience?
a.
walking a pet to an exam room
b.
calmly discussing a difficult situation
c.
making a phone call for someone
d.
offering children coloring books
TRUE/FALSE
1. Nonverbal communication is the most common form of communication.
2. Body language is an example of nonverbal communication.
3. Good listening skills include observation of body language.
4. A person who has lost a pet may exhibit shock.
5. Skills of observation are not required to communicate well.
MATCHING
Match the following terms with the correct definition.
a.
courtesy
b.
kindness
c.
patience
d.
tactfulness
e.
sympathy
f.
empathy
1. putting someone else’s needs before your own
2. being helpful, understanding, working in a friendly manner
3. a calm demeanor in all situations
4. doing and saying appropriate things
5. sharing feelings at appropriate times
6. understanding the feelings of others
Match the following terms with the correct definition.
a.
sympathy
b.
patience
c.
empathy
d.
tactfulness
e.
courtesy
f.
kindness
7. repeating information for a person hard of hearing
8. holding a door
9. speaking politely
10. telling someone you understand how they feel about putting an animal to sleep
11. asking if you can help someone
12. sending flowers to a client that has lost a pet
Match the following terms with the correct definition.
a.
sorrow
b.
denial
c.
acceptance
d.
bargaining
e.
depression
f.
guilt
13. not accepting a pet’s death
14. attempting to resolve a problem by any means possible
15. understanding and acknowledging that a pet has passed away
16. sadness over the loss of a pet
17. inability to function normally due to sadness
18. blaming oneself for the death of a pet
COMPLETION
1. Greeting everyone that enters the facility is a demonstration of __________.
2. Frowning, glaring, and smiling are all examples of _________ __________.
3. Always attempt to answer the phone by the __________ ring.
4. The person intended to understand a message is called the __________.
5. E-mail and text messaging are forms of __________ communication.
