Zar

Adult VCE Program (Nicholson campus)

1. Six Closed questions
(1) What are the policies include for answering phone?
(2) What is verbal communication?
(3) Why listening is important in the communication?
(4) What verbal communications can include in an office?
(5) How many steps of form include in the Effective verbal communication skills?
(6) How many forms can include in the Business letter?
(7) What is a body language
(8) Where we use the written communication?
(9) Why confirmation is important in the business letters?
(10)What are verbal communication skills?

2. Five open ended questions
(1) Sending an up-to-date brochure to a client as requested. What type of communication use in here?
(2) Informing colleagues of the detail of the upcoming Christmas party. What type of communication use in here?
(3) Is Acknowledgement included in the business letters step?
(4) What is the business?
(5) Which communication skills Understanding body language is included ?

3. Five multiple choice questions
(1) Why is ti essential to understand body language when communicating with someone? ( a)To enable effective communication (b)To greet callers appropriately (c) To understand opening questions(d)To be able to reflect on what is being said.

(2) Which of the following is an example of good telephone technique (a) Having an informal discussion with the caller (2 Giving out personal information about employees (c) Speaking in a clear tone when answering enquiries(d) Letting the phone ring for a minute before answering it.


(3) Which of the following is an example of written communication(a) Responding to an email(b) Listening to your voice mail (c) Receiving a telephone message(d) Receiving an intranet message.

(4) When is a letter of adjustment sent? ( a) To describe a situation of unsatisfactory service (b) To briefly describe what is being sent (c) To confirm detail already agreed upon (d) To reply to a letter complaint.


(5) A caller asks to speak to the manager of the business. The receptionist asks for the person’s name and tells the manager who it is before putting the call through. Which of the following telephone techniques is this an example of? ( a) Transferring a call (b) Screening a call ( c) Managing a call (d) Putting a caller on hold.



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