I have answered these questions, however there are some that are wrong and i can

Question

I have answered these questions, however there are some that are wrong and i cant figure them out.

1.       The interpretation of nonverbal cues is an objective science that yields consistent and accurate results.

True

False

2.       Nonverbal signals seldom contradict or override verbal messages, especially in conversations involving heightened emotions.

True

False

3.       Pupilometrics is the study of change in voice tone.

True

False

4.       Paralanguage consists of voice qualities or noises and vocalizations made as someone speaks that let a speaker know that his or her message is being listened to and followed.

True

False

5.       Pitch refers to the change in tone of the voice as one speaks.

True

False

6.       Inflection refers to the loudness or softness of the voice when speaking.

True

False

7.       A malapropism is a word that is used correctly and effectively in a given situation.

True

False

8.Customer service providers must frequently use jargon while communicating with their customers to put them at ease.

True

False

8.       All cultures have one common set of proxemics or spatial cues for certain situations.

True

False

9.       The "impact of culture" refers to the homogeneous nature of people from similar backgrounds interpreting messages in the same way.

True

False

10.   Fidgeting with an object often signals weakness and must be avoided by service providers when interacting with their customers.

True

False

11.   Peering over one’s glasses is an unprofessional gesture that is considered to be negative nonverbal behavior.

True

False

12.   Clusters are groupings of nonverbal behaviors that indicate either a negative or a positive message intent.

True

False

13.   Perception checking is the process of clarifying a nonverbal cue that was received by stating what behavior was observed, giving one or two possible interpretations, then asking the message sender for clarification.

True

False

14.   Increasing customer waiting times is good customer-focused behavior that exhibits good nonverbal signals.

True

False

Explanation / Answer

1. False:

Reason: Results cannot be accurate in nonverbal communication

2. True:

Reason: People notice nonverbal communication more than verbal during heightened emotions

3. False:

Reason : Pupilometrix is the study of evaluation of interest through the size of the pupil of the eyes.

4. True

Reason : Paralanguage consist of expresses aspects through which a sender gets to know if his message has been received or not

5. True:

Reason: Pitch is the sound of the voice

6. False:

Reason: Expresses grammatical categories

7. False:

Reason: Malapropism is using of incorrect words which sounds similar

8. False:

Reason : Jargons are special words used by special category of professionals which makes it difficult for others to understand sometimes. Hence customer service should not used jargons when communicating.

8. a. True

Reason: It is the culture which defines the space in any situation

9. True

Reason: it is the behaviour of a set of people who interprets results in the same way.

10. True:

Reason: When fidgeting the attention of the consumer gets distracted

11. True:

Reason: Peering over glasses is not a good gesture

12. True:

Reason: It is known as behavioral cluster

13. True

Reason: It is a process to get clarification on non verbal communication

14. False

Reason: It is not a good behaviour to make customers waiting

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