Basic Courtesy Quiz

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Questions and Answers

What are the three stages of basic courtesy?

Pre-Service, During Service, After Service (correct)

Initial Contact, Ongoing Service, Final Interaction

Greeting, Assistance, Follow-Up

Before Interaction, During Interaction, After Interaction

Which of the following is NOT considered a key aspect of courtesy?

Aggressiveness (correct)

Good Manner

Welcoming

Respectful

What is an example of a polite expression when offering help?

Would you like some assistance? (correct)

You should ask me for help.

Are you struggling?

I can help you with that.

Which modal verb phrase is appropriately polite when making a request?

Could you please...? Signup and view all the answers

Which term of address is typically used for women without referring to their marital status?

Ms. Signup and view all the answers

What is the primary purpose of applying basic courtesy principles?

To enhance communication and build relationships Signup and view all the answers

Which of the following expressions is NOT a polite way to make a request?

Give me that now. Signup and view all the answers

Which of the following best exemplifies basic courtesy in service interactions?

Being considerate and respectful Signup and view all the answers

What is non-verbal communication?

Communication without words. Signup and view all the answers

In verbal communication, we use our voice, while in non-verbal communication, we use ______.

body signs Signup and view all the answers

Non-verbal communication accounts for about 65% of daily communication.

True Signup and view all the answers

What is intonation?

A feature of pronunciation in language. Signup and view all the answers

Which of the following is NOT a feature of intonation?

Volume Signup and view all the answers

What does a rising intonation often signify in English?

A question that requires a yes or no answer Signup and view all the answers

How can varying pitch in a conversation affect communication?

It can express particular meanings and attitudes. Signup and view all the answers

What is the effect of using different volumes while speaking?

Creates dramatic effects and contrasts. Signup and view all the answers

What is the average words per minute (wpm) for slow speech?

Less than 110 wpm. Signup and view all the answers

Study Notes

Basic Courtesy

Three stages of basic courtesy: Pre-service, During service, and After Service.
Importance of basic courtesy: It builds relationships, fosters cooperation, and creates positive interactions.
Key aspects of basic courtesy: Good manners, welcoming attitude, politeness, respect, and consideration (GWPRC)

Polite Expressions and Phrasing

Greetings: "Good morning", " How can I assist you today?"
Offering help: "Would you like some assistance?", "May I help you?"
Making requests: "Could you please…?", "Would you mind…?"

Formal vs. Informal Language

Formal language: Used in professional settings, maintains professionalism and respect.
Informal language: Used in casual settings, often reflects familiarity and closeness.

Modal verbs soften requests and make them more polite.
Example: "Could you please provide more information?", "Would you mind waiting for a moment?"

Sentence Structure

Direct: Too direct and may sound impolite. (Example: "Give me the file.")
Polite: Employs polite language, using phrases like "Could you please…?" (Example: "Could you give me the file, please?")
Indirect: Expresses requests with more subtlety. (Example: "I was wondering if you could help me with this.")

Term of Address

General: Mr./Mister, Sir, Madam, Ms./Miss, Mrs./Missus
High Social Status (Malaysia): Tan Sri, Dato', Datin, Tuan, Puan
Professional: Dr. (Doctor), Nurse, Pharmacist

Non-verbal communication

Non-verbal communication is communication without words.
Communication through sending and receiving wordless messages

Verbal & Non-verbal Communication

Both verbal and non-verbal communication are types of communication
The difference is that we use our voice in verbal communication and use body signs in non-verbal communication

Importance of non-verbal communication

People use around 35% of verbal communication and 65% of nonverbal communication in daily life.
Nonverbal communication has cultural meaning.

Intonation

Intonation is a feature of pronunciation common to all languages.
Other features of pronunciation include stress, rhythm, connected speech and accent.
Intonation is about how we say something, rather than what we say.
Intonation can be described as the music of speech.
A change or variation in pitch can affect the meaning of what we say.
The way we use the pitch of our voice to express particular meanings and attitudes.

Functions of Intonation

Attitudinal intonation can express boredom, interest, surprise, anger, appreciation, happiness
Grammatical intonation patterns often correspond to the use of particular grammar structures.
Questions beginning with 'who', 'what', 'why', 'where', 'when', 'which', and 'how' usually have falling intonation.
Questions that require a 'yes' or 'no' answer usually have upward intonation.

Vocal Characteristics

Volume: Adjust volume to the size of the audience and room, so everyone can hear you.
Pitch: The frequency of vibration of the vocal cords is determined by their thickness, their length and their tension.
Speed Slow speech is usually regarded as less than 110 wpm or words per minute. Conversational speech generally falls between 120 wpm at the slow end.

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Description

Test your understanding of basic courtesy principles across different contexts. This quiz covers polite expressions, the difference between formal and informal language, and the role of modal verbs in communication. Enhance your skills in creating positive interactions and fostering relationships.