Chapter Three: Communicating With Confidence 7

Front 1

Which of the following descriptions is true of speaking with clarity?

change the subject often
focus on unimportant details
less is more
the more words the better

Back 1

Less is more.

Front 2

Acting with decorum means:

asking a lot of questions
decorating for the holidays
being dishonest with clients
using appropriate speech and conduct

Back 2

Using appropriate speech and conduct.

Front 3

Pronouncing words clearly, precisely and accurately is referred to as:

rate
pitch
inflection
enunciation

Back 3

Enunciation.

Front 4

Using a prompting comment such as "go on" is an example of a listening strategy called:

repeat
respond
question
paraphrase

Back 4

Respond.

Front 5

The strength of volume during a verbal exchange is called:

rate
pitch
force
inflection

Back 5

Force.

Front 6

Leaning forward during a conversation might communicate:

"I'm very bored."
"I've had enough."
"I'm interested in what you are saying."
"I'm not interested in what you are saying."

Back 6

"I'm interested in what you are saying."

Front 7

Proper grammar is reflected in which of the following statements?

How may I help you?
How can I help you?
I have went to that shop before.
I would of done that if you asked.

Back 7

How may I help you?

Front 8

Which of the following statements does NOT reflect proper grammar?

The coat rack is beside the front door.
This oil works well on a normal skin type.
This oil works good on a normal skin type.
Besides being effective, it is easy to apply.

Back 8

This oils works good on a normal skin type.

Front 9

Which of the following statements is NOT true about close-ended questions?

begin with "did"
begin with "why"
begin with "could"
begin with "would"

Back 9

Begin with "why".

Front 10

The tempo used during a verbal exchange is called the:

rate
pitch
force
grammar

Back 10

Rate.

Front 11

Which of the following statements describes an appropriate technique to use when making eye contact?

stare directly into the other person's eyes
avoid making eye contact as soon as you start a conversation
use eye contact throughout the conversation to demonstrate interest
look over the other person's shoulders as though you find something more interesting

Back 11

Use eye contact throughout the conversation to demonstrate interest.

Front 12

Translating what you heard into your own words is referred to as:

repeating
responding
questioning
paraphrasing

Back 12

Paraphrasing.

Front 13

Changing the pitch of your voice while speaking is called:

rate
pitch
inflection
enunciation

Back 13

Inflection.

Front 14

All of the following statements about communication are true EXCEPT:

avoid asking questions
show concern and compassion
find things in common with others
tune in to how others will be more comfortable interacting

Back 14

Avoid asking questions.

Front 15

Clarity is characterized by precision of language and clearness in the voice.

Back 15

True.

Front 16

To be a good listener, focus your attention on the speaker and what is being said.

Back 16

True.

Front 17

Paraphrasing is repeating word-for-word what the client just said.

Back 17

False.

Front 18

Body language has very little effect on the message being communicated.

Back 18

False.

Front 19

Inflection is pronouncing words clearly, precisely and accurately.

Back 19

False.

Front 20

To encourage a response beyond a simple "yes" or "no", and establish rapport, use ____________-ended questions.

Back 20

open

Front 21

Working in close physical proximity to clients requires salon professionals to be vigilant about their personal ________________.

Back 21

hygiene

Front 22

Acting with appropriate speech and conduct is called _________________.

Back 22

decorum

Front 23

Discuss the problem with a client who is habitually late in an environment that is __________________.

Back 23

private

Front 24

Facial expression, eye contact, gesture, posture, and proximity are all elements of _______________ language.

Back 24

body

Front 25

Another name for body language is _______________ _______________.

Back 25

nonverbal communication

Front 26

One way to remove blame and/or accusation from communication is to use the ________________ versus ________________ technique.

Back 26

i vs. you

Front 27

The forms, manners, ceremonies and conventions that have been agreed upon as acceptable or required in a profession or in a social setting are known as _______________.

Back 27

etiquette

Front 28

A suggestion for handling "no-show" clients is to make a reminder ________________.

Back 28

call

Front 29

Pronouncing words clearly, precisely and accurately is known as _______________ .

Back 29

enunciation

Front 30

If you are unable to correct a scheduling mix-up with a client, alert __________________.

Back 30

management

Front 31

The key to all problem-solving and conflict resolution is to stay in control of your __________________.

Back 31

emotions

Front 32

In addition to welcoming a client warmly and providing reading material and a beverage when he or she has arrived early, it is suggested to tell the client how long it will be before the start of the __________________.

Back 32

service

Front 33

The tone and frequency used in communication is known as _______________ .

Back 33

pitch