Unit 5

1.	One way to overcome a barrier to effective communication	A.	A good service professional can recommend ideas and give constructive ___ after listening to the customer.
2.	Feedback	B.	keep an open mind and do not make assumptions.
3.	Emotional and psychological barriers	C.	is the transfer of messages, ideas and feelings using understood spoken words.
4.	Be open-minded	D.	The purpose is to obtain complete information on a customer’s needs, or a problem that has arisen.
5.	Nod	E.	How we feel about the message, the receiver or even ourselves affects the accuracy of the message.
6.	Confirming questions	F.	Clear your mind of other issues and concentrate solely on the customer and matter in hand.
7.	Verbal communication	G.	The distance that feels comfortable between you and another person.
8.	Personal space	H.	occasionally to show that you are paying attention.
9.	Physical contact	I.	includes shaking hands, touching, holding etc.
10.	Background questions	J.	clarify or deny a point or a specific piece of information.

1.	One way to overcome a barrier to effective communication → B
2.	Feedback → A
3.	Emotional and psychological barriers → E
4.	Be open-minded → F
5.	Nod → H
6.	Confirming questions → J
7.	Verbal communication → C
8.	Personal space → G
9.	Physical contact → I
10.	Background questions → D