Communication

What is the most important aspect of listening?

• AFocusing on what others are saying✓
• BInterrupting to add your view
• CWaiting your turn to speak
• DPlanning your reply in advance

Answer: Active listening means focusing on the speaker's words and ideas.

How should you address someone in a formal context?

• ABy their title and surname✓
• BBy their first name straight away
• CIn a relaxed and informal way
• DBy a nickname you have made up

Answer: Formal situations require using titles and surnames (Mr, Ms, Dr and so on).

What should you do if you don't understand someone?

• APretend that you have understood
• BChange the subject to avoid asking
• CStay quiet and nod
• DAsk for clarification politely✓

Answer: Asking questions shows engagement and ensures clear communication.

How should you respond to a compliment?

• ABrag about your other successes
• BSay thank you graciously✓
• CShrug it off
• DInsist that it is not true

Answer: A simple 'thank you' is the appropriate response to a compliment.

What is important when giving instructions?

• AUse long, technical, unfamiliar words
• BAssume they know, skip steps, and rush
• CBe clear, organised, and check for understanding✓
• DSpeak quickly, jump between steps, and finish early

Answer: Clear instructions include steps in order and confirmation of understanding.

How should you handle a disagreement professionally?

• ARaise your voice, argue, and leave
• BInsult them, sulk, and complain
• CIgnore them, give in, move on
• DListen, stay calm, and discuss respectfully✓

Answer: Professional disagreement involves calm discussion and respect.

What is the purpose of body language in communication?

• AIt always confuses and misleads the listener
• BIt replaces the need for spoken words
• CIt conveys feelings and attitudes✓
• DIt matters in writing but not in speech

Answer: Body language communicates feelings and attitude alongside words.

How should you prepare for a presentation?

• ASkim, guess, and hope
• BResearch, organise, and practise✓
• CRelax, chat, and improvise
• DCopy, paste, read aloud

Answer: Good presentations require research, organisation, and rehearsal.

What should you avoid in workplace communication?

• AHonest, polite, timely replies
• BClear emails, notes, and agendas
• CGossip, rumours, and inappropriate language✓
• DFollowing the rules, policies, and codes of conduct

Answer: Professional communication avoids gossip and maintains professionalism.

How should you start a professional phone call?

• AState your name and purpose clearly✓
• BBegin with demands, complaints, and long questions
• CStart talking without giving your own name
• DAsk about their weekend

Answer: Professional calls begin with proper introduction and statement of purpose.

What does non-verbal communication include?

• AEmails, letters, and written reports
• BTone, body language, facial expressions✓
• CWords, sentences, and spoken phrases
• DSpelling, grammar, and punctuation in writing

Answer: Non-verbal communication includes tone of voice, gestures, and expressions.

How should you respond to feedback?

• AListen, consider it, and thank the person✓
• BGet defensive, explain yourself, and blame other people
• CArgue back, deny it, and list their faults
• DIgnore it, change the subject, and carry on

Answer: Good responses to feedback involve listening and considering the input.

What is an important element of effective communication?

• AComplicated wording
• BLong, rambling answers
• CA loud voice
• DClear and concise messaging✓

Answer: Effective communication is clear, concise, and easy to understand.

What should you do when you make a mistake in communication?

• AChange the subject
• BDeny it happened
• CBlame someone else
• DApologise and clarify✓

Answer: Admitting mistakes and clarifying builds trust and credibility.

What should you consider when communicating across cultures?

• ADifferent customs and ways of communicating✓
• BTreating everyone the same way
• CStereotypes about other countries
• DSpeaking much louder and more slowly than usual

Answer: Cultural awareness includes respecting different communication styles.

How should you handle an angry customer?

• AListen, empathise, and find a solution✓
• BInterrupt, argue, and hang up
• CDismiss the complaint, blame the customer, and end the call
• DIgnore them, wait, and hope they give up

Answer: Handling upset customers requires patience, empathy, and problem-solving.

What is the importance of asking questions in conversation?

• AShows that you were not paying attention
• BIs rude and interrupts the other speaker
• CShows interest and helps understanding✓
• DWastes time that could be spent talking

Answer: Questions demonstrate engagement and clarify understanding.

How should you conclude a professional meeting?

• ASummarise decisions and confirm next steps✓
• BSlip out quietly without speaking
• COpen a new topic, then a second, then a third
• DHurry out before there is time for questions

Answer: Good conclusions summarise what was decided and clarify next steps.

What is active listening?

• AHearing the words, nodding along, and planning a reply
• BNodding, smiling, and missing the speaker's point
• CFocusing, processing, and responding to what's said✓
• DWaiting quietly, ready to speak, and interrupting

Answer: Active listening involves full engagement with the speaker's message.

How should you prepare for a job interview?

• AResearch company, practise answers, dress appropriately✓
• BExaggerate, improvise, and hope
• CArrive late, unprepared, and flustered
• DTurn up with no preparation, no questions, and no research

Answer: Interview success requires research, practice, and professional appearance.

What should emails have for clear communication?

• AText speak, emojis, blank subject
• BA long chain of forwards, no subject, and no summary
• CA missing subject line, slang, and a casual sign-off
• DClear subject, organised content, professional tone✓

Answer: Professional emails need structure: clear subject, greeting, content, closing.

How should you provide constructive criticism?

• AAvoid the problem, change the subject, and then move on
• BBe specific, focus on improvement, deliver kindly✓
• CBe vague, criticise the person, and raise your voice
• DCorrect them loudly, in public, in front of the team

Answer: Constructive feedback is specific, helpful, and delivered respectfully.

What is important when speaking in a group?

• AMumble into your notes
• BTalk over other speakers
• CMake eye contact and speak clearly✓
• DStare at the floor and read from your notes

Answer: Group speaking requires clear voice and connection with audience.

How can you ensure your message is understood?

• AUse technical words every time you speak
• BSay it once, quickly, and then move to the next point
• CCheck for understanding and be open to questions✓
• DAssume that people have understood what you really meant

Answer: Verify understanding by asking questions and encouraging feedback.

What is the value of networking in communication?

• AIt is just a false way of making friends for personal gain
• BBuilding professional relationships benefits everyone✓
• CCollecting business cards helps salespeople more than others
• DIt matters at work but has no place outside the office

Answer: Networking builds professional relationships that benefit career development.