Dealing with Upset Customers: Rule of Three Technique

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What is the percentage of meaning that is conveyed through the words spoken in communication?

15%

25%

7% (correct)

30%

In a job interview context, what is an important item to bring based on the given text?

An extra jacket

A list of references (correct)

A pet

Lunch

What is the purpose of asking a candidate about dealing with a difficult customer in a job interview?

To evaluate their cooking skills

To test their ability to be rude

To judge their ability to watch movies

To assess their problem-solving skills (correct)

What additional skills or experience would make a candidate better for a job according to the text?

Understanding of customer service Signup and view all the answers

How did the person in the provided scenario handle the situation with the angry customer?

Apologized and offered a solution Signup and view all the answers

What part of communication is crucial to properly understand the complete message?

Facial expressions Signup and view all the answers

What are the six universal emotions expressed through facial expressions?

Happiness, Sadness, Fear, Anger, Disgust, Surprise Signup and view all the answers

What does the 'personal zone' of interpersonal distance represent?

Distance between friends and in group discussions (45 cm to 1.2 m) Signup and view all the answers

How does body orientation and posture indicate interest?

We turn towards people we are interested in. Signup and view all the answers

What is the purpose of hand and other gestures?

To give more emphasis to what is being said. Signup and view all the answers

What does 'staring' at someone indicate in terms of eye contact?

It can be un-nerving and make the other person uncomfortable. Signup and view all the answers

What does body orientation and posture indicate about aggression or defensiveness?

Turning away from someone shows aggression or defensiveness. Signup and view all the answers

What is the main strategy the speaker recommends for dealing with upset customers?

Remain calm and ask the customer lots of questions Signup and view all the answers

What is the purpose of the transition in the text?

To move from the setup to the three-part strategy Signup and view all the answers

What is the purpose of the "Rule of Three" mentioned in the text?

To organize the three-part strategy into a memorable format Signup and view all the answers

How does the text recommend tailoring your job interview introduction?

All of the above Signup and view all the answers

Which of the following is NOT mentioned as a common Canadian job interview question?

How would you handle an angry customer? Signup and view all the answers

What percentage of meaning is conveyed through paralinguistic cues, according to the text?

38% Signup and view all the answers

What does the text say about unspoken communication?

It makes up over half of what we tell others, and they tell us. Signup and view all the answers

How does the text say understanding body language can improve one's skills?

It helps improve one's negotiating, management, and interpersonal skills. Signup and view all the answers

Why is body language considered honest?

Because it is not a conscious form of communication. Signup and view all the answers

How does the text say understanding body language can enhance one's listening and communication skills?

It allows one to hear between the words spoken to what is being said. Signup and view all the answers

What benefit of understanding body language does the text highlight?

It helps identify one's own actions that hinder success. Signup and view all the answers

What is the term used to describe the non-verbal aspects of communication, such as pitch, stress, and emotional tone of voice?

Para-language Signup and view all the answers

Which of the following is NOT considered a component of body language according to the text?

Breathing Signup and view all the answers

What is the process called where people make instant judgements about others based on their appearance?

Impression Formation Signup and view all the answers

Which of the following is true about the relationship between speech speed and perceived intelligence?

Fast speech often indicates anxiety, while slow speech is often assumed to mean low levels of intelligence. Signup and view all the answers

Which of the following is true about the relationship between dress and work-related impressions?

An informal or untidy appearance will give people the impression you are informal in your work aspects of life. Signup and view all the answers

Which of the following is considered a universal aspect of para-language according to the text?