- •The Organizational Culture that Exists Within Google
- •Look through the sentences and decide which of them are True (t) or False (f).
- •Choose the best answer to complete the following sentences.
- •Use definitions and clues below to find words from the text.
- •Fill in the gaps using the words from the text.
- •Put the verbs in brackets into the correct form. Use Present Simple or Present Continuous.
- •How face-to-face communication helps at work
- •Look through the sentences and decide which of them are True (t) or False (f).
- •Choose the best answer to complete the following sentences.
- •Match the words from the left column with their definitions from the right.
- •Fill in the gaps using the words from the text.
- •Underline the correct answer from the words in bold.
- •The Importance of Communication in Customer Service
- •Look through the sentences and decide which of them are True (t), False (f).
- •Choose the best answer to complete the following sentences.
- •Match the words from the left column with their definitions from the right.
- •Fill in the gaps using the word-combinations from the text.
- •Find and correct the mistakes in the sentences below.
- •Business Report Format
- •Look through the sentences and decide which of them are True(t), or False (f).
- •Choose the best answer to complete the following sentences.
- •Match the words from the left column with their definitions from the right.
- •Fill in the gaps using the word-combinations from the text.
- •Put the verbs in the following sentences into the correct form to make sentences with Past Simple.
Look through the sentences and decide which of them are True (t), False (f).
Most people think of communication as the ability to speak fast and to be understood.
Asking questions doesn`t help customer to formulate an idea of what they want to say.
A good communicator helps the speaker to feel confident about what he or she is saying.
Paraphrasing involves simply responding by repeating what the speaker said in more difficult words.
When speaking with customers, sometimes use words that are emotionally coloured.
A successful communicator uses "I" statements instead of statements with "you".
Often, a statement beginning with "you" can create a relaxed tone of the receiver.
According to a study by Albert Mehrabian, a UCLA professor, more than 90 percent of our interaction is made not with the help of words, but with gestures, tone, mimics, etc.
Responding to customer complaints with true understanding demands some thought and practice.
After the empathetic listener has shared the speaker's feelings, the speaker feels unworried and comfortable.
Choose the best answer to complete the following sentences.
Customer service skills will _______.
help you to retain clients
improve your customer base
_______ is the key to providing good customer service.
Empathy
Communicative skills
Listening involves knowledge of _______.
problems of the speaker
verbal and non-verbal communication
To be critical to the speaker will have _______ on his ability to communicate with you.
a cooling influence
a positive effect
By using "I," you have now _______ and you are working toward a beneficial solution.
took the whole situation in your hands
accepted responsibility in part
Use _______ in order to keep the focus of communication.
not very long paragraphs
short headings
Nonverbal communication includes _______.
pitch and tone
many elements
The wrong tone of voice, a hurried voice, lack of eye contact and bad posture can _______ relationships with customers.
strengthen
worsen
To be more emphatic try to_______.
put yourself in the place of a speaker
create an independ attitude to the siatuation
An empathetic listener would make _______.
a speaker tell him everything they want
a speaker feel relieved of his problems
Match the words from the left column with their definitions from the right.
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