Unit 5

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

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