Comprehension Check – Lesson 4 – Book 2

Complete the following exercises. Refer to the lesson if necessary.

A. Mark the following statements T (True) or F (False).

_______ 1. Giving clear message means waiting for someone to ask a question.

_______ 2. Self-confident people stand and walk tall.

_______ 3. Your nonverbal messages should match your verbal messages in job situations
only.

_______ 4. When a speaker’s verbal and nonverbal messages don’t match, the communication
is clear.

B. Answer the following questions. Circle the letter in front of the answer.
1. How can you avoid upsetting people when you need to deliver negative messages?

a. Avoid harsh words.

b. Shake hands firmly.

c. Spell words correctly.

2. Which of the following is an example of an effective positive message?

a. “Well, at least you did that right.”

b. “I guess you performed pretty well.”

c.“Your memo is well-written,”

3. Which of the following is not an example of self-confidence?

a. Standing and walking proudly

b. moving your hands nervously while talking

c. looking someone directly in the eye

4. Which of the following words and body language do not agree?

a. Saying “Nice to meet you” and shaking someone’s hand

b. Saying “I’m interested in what you are saying” and writing a letter at the same time

c. focusing on your computer and saying “I’m busy now”

Case A
Comprehension Check – Lesson 4 – Book 2
After moving to a new city, Seth visited a local bank to open a savings and checking account.
He talked with Batina, a customer service representative, for about thirty minutes. Batina started
the conversation by saying, “What can I do for you?” While Seth asked questions, Batina looked
at her watch, looked out the window, and read something on her bulletin board. She gave Seth
brief answers to his questions. He thanked her and left puzzled.

What was confusing about Batina’s behavior? How should she have behaved when Seth asked
questions?

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Case B
Wanda is the computer technician for a medical supply company. She makes sure the
employee’s computers work properly. Last week, Sean’s computer kept crashing. When Wanda
arrived in his office, she sat down and began working. She didn’t ask Sean for any information.
When Sean tried to explain the problems, she stared straight at the monitor. Wanda moved her
chair so Sean was looking directly at her back.

What does Wanda’s body language say to Sean? How should Wanda behave when she works
with a client?

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Case C
Gail is a sales clerk at a gift and card shop. Molly is the store manager. Gail is in the stockroom
unloading packages of wedding invitations. She needs to check the shipping invoice and input
the information in the computer. Then she will stock the packages on a shelf. Gail is working
Comprehension Check – Lesson 4 – Book 2
slowly but carefully. She has not performed these tasks before, and she wants to do them
correctly. Molly walks into the stockroom to check Gail’s progress. Molly speaks quickly.

Molly: OK. Are you about done with the unpacking? Then the inputting. I forgot to tell you we
need to call the customers, too. OK? Good. I’ll check back later.

Molly leaves the room. Gail is confused. She thinks that she needs to work more quickly, but
she is not sure about the order of the tasks.

How would you describe Molly’s message? Are her directions clear? Why or why not?

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