Improving Communication Skills in Challenging Situations

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What can make communication challenging for a person with certain disabilities or neurodivergences?

Demanding customers

Closed body language

Not listening properly

Unawareness of the need for additional help understanding (correct)

Which non-verbal communication aspect can make someone appear disinterested and unapproachable?

Having open body language

Maintaining eye contact

Using limited facial expressions

Creating barriers with folded arms (correct)

What distinguishes active listening from simply hearing?

Reacting in a meaningful way (correct)

Ignoring the speaker's words

Interrupting frequently to show engagement

Speaking louder to ensure understanding

Which behavior may lead to frustration in people during communication?

Not properly hearing what is being said Signup and view all the answers

What can hinder effective communication with a customer who has a complaint or question?

Being unable to get a word in Signup and view all the answers

Why is closed body language considered detrimental in communication?

It indicates disinterest and unapproachability Signup and view all the answers

Why is effective communication important in restaurants?

Improves relationships among workers and customers Signup and view all the answers

How might a person with autism differ in their communication behavior?

By avoiding eye contact Signup and view all the answers

What is a characteristic of effective communication with customers with food hypersensitivities?

Being more patient and clear in communication Signup and view all the answers

How does effective communication contribute to productivity in a restaurant setting?

By setting clear expectations and enabling effective help-seeking Signup and view all the answers

In what way does nonverbal communication play a role in effective communication in restaurants?

It can convey emotions and intentions without words Signup and view all the answers

What can happen if communication breaks down between colleagues in a restaurant?

Reduced efficiency and strained relationships Signup and view all the answers

What is the main role of communication in the hospitality industry?

To promote inclusion, understanding and clarity for customers Signup and view all the answers

Which of the following best describes verbal communication in the hospitality industry?

The tone and manner in which you speak to customers Signup and view all the answers

What does the passage suggest about non-verbal communication in the hospitality industry?

It refers to the use of body language and gestures Signup and view all the answers

According to the passage, how do verbal and non-verbal communication work together?

When combined, they help to give people an overall picture of your meaning Signup and view all the answers

What does the passage suggest about being aware of individual communication needs?

Misunderstandings can arise if you're unaware of someone's communication difficulties Signup and view all the answers

What impression does the passage suggest is given if someone is apologizing for being late but displaying non-verbal cues like shuffling their feet, fiddling with their fingers and avoiding eye contact?

That their non-verbal cues contradict their verbal apology Signup and view all the answers