Which verbal skills include phone scripts?

1.   ?    Managing introductions
2.   ?    Giving directions
3.   ?    Managing phone contacts
4.   ?    Asking questions

Which of the following is an example of slang?

1.   ?    "What's new?"
2.   ?    "How is it going?"
3.   ?    "Good morning"
4.   ?    "What's up?"

Which of the following is gender-biased language?

1.   ?    Policeman
2.   ?    Waiter
3.   ?    Firefighter
4.   ?    Flight Attendant

Which type of questions ask for a person's feelings and opinions towards certain objects?

1.   ?    Yes or No
2.   ?    Fact/ information questions
3.   ?    Opinion questions
4.   ?    True or False questions

Which of the five W's identifies the person or object?

1.   ?    Who
2.   ?    What
3.   ?    Where
4.   ?    only a and b are correct

What should you do if you do not receive a satisfactory response during your call?

1.   ?    Ask for the supervisor or higher authority of that company
2.   ?    Hang up and call again
3.   ?    Change your attitude towards that person so they will be forced to give you the expected response
4.   ?    All of the above

Which of the following is an example of business called guidelines?

1.   ?    Identify yourself and state your business
2.   ?    Be polite, speak formally, and take your time informing the other person about your company so they won't be confused
3.   ?    Place them on hold and send the call to your boss
4.   ?    All of the above

Which of the following is not a step in giving directions?

1.   ?    Set the scene you are describing
2.   ?    Summarize the directions
3.   ?    Check the listener's understanding
4.   ?    Only use transition words when starting and finishing

Some of the feminine communication expectations are....?

1.   ?    Including others, use talk expressively, and talk cooperatively
2.   ?    Emotional talk, assert yourself, and taking turns during speaking
3.   ?    Do not express feelings, talk for practical purpose and debate talk
4.   ?    Share emotions, talk cooperatively, talk for only practical purpose, and talk to anyone inside or outside the clique

Exaggeration when telling a story is important.

1.   ?    True
2.   ?    False

Phone scripts are companies that call people for casual talk.

1.   ?    True
2.   ?    False

When giving directions, never ask if the listener understands because they may be offended.

1.   ?    True
2.   ?    False

Formal language refers to the use of Standard English.

1.   ?    True
2.   ?    False

The types of verbal communication are formal versus informal language and technical language

1.   ?    True
2.   ?    False

Being familiar with the technical language in your specific field will decrease your chance at being an effective member of your team

1.   ?    True
2.   ?    False

Communication styles vary among countries.

1.   ?    True
2.   ?    False

Putting down a person because of his or her gender is sexual harassment .

1.   ?    True
2.   ?    False

Some of the example of sexual harassment are inquiring a person about their behavior, demonstrating a process to someone

1.   ?    True
2.   ?    False

Declarative requests are also called non-questions.

1.   ?    True
2.   ?    False

In all culture, women tend to touch each other while communicating more often then men.

1.   ?    True
2.   ?    False