Customer Service Module 2

What is a characteristic of Type A personality style?

Which personality type is described as analytical and rational?

How does self-perception influence communication?

What is a trait of the Type D personality style?

What is a common misconception about the language used in communication?

Which statement reflects the essence of good customer service?

Which personality type is lively and inspiring to others?

Why might someone's communication style change?

Understanding Personal Styles in Communication

Effective communication starts with self-awareness. How you perceive yourself may differ from how others perceive you.
Different personal styles exist in interactions:
- Type A: Straightforward, persuasive, firm convictions, focused on resolutions.
- Type B: Enthusiastic, optimistic, lively, inspiring to others.
- Type C: Analytical, rational, thorough, reserved with emotions.
- Type D: Reliable, patient, calm, thoughtful towards others.

Factors Influencing Communication Styles

Personal styles are influenced by numerous factors, often subtle and not readily apparent.
Perception plays a key role. Your unique life experiences and social circles shape your perception of situations and others.
Unconsciously, perceptions can be communicated through: words, tone, body language (e.g., facial expressions).
Word choice matters. Phrasing can be interpreted as problem-focused, barrier-oriented, or placing solution responsibility on the patient.
These perceptions influence how others view you, impacting their perception of the interaction. This can either enhance or hinder effective communication.

Positive Communication & Customer Service

Acknowledging patient concerns and offering solutions demonstrates good customer service.
Team effort is crucial in problem resolution and providing effective customer service.

This quiz explores various personal styles in communication, focusing on how self-perception can differ from how others perceive us. It discusses the key traits of each personality type and the factors that influence communication styles, such as life experiences and word choice. Test your knowledge on communication dynamics and improve your interpersonal skills.