Which is an example of non-verbal communication?, Writing a letter, Talking on the phone, Facial expression, Sending an email, What is the correct way to answer a business call?, “Hello, who is it?”, “Good morning, [Hotel Name], [Name] speaking”, “Please hold”, “Yeah, what do you want?”, How can verbal communication be made clear and understandable?, Use of abbreviations, Use of slang, Use of specialist terms, Use of structured sentences, Why should gestures be used cautiously with international guests?, They may differ culturally, They require written explanation, They are not professional, They are too slow to use, In which situation is email not suitable for communication?, Scheduling meetings, Updating rotas, Informing tariff changes, Handling complaints, What is the most appropriate way to confirm a discount agreement with a guest?, Email, Face-to-face, Telephone, SMS, What body language would have a negative impact on a guest’s impression of reception?, Arms extended, Arms folded, Eye contact, Listening carefully, Which form of communication is most appropriate for non-verbal messaging?, Telephone conversation, Email message, Facial expression, Written report, Why is tone important when communicating verbally with guests?, It replaces written communication, It affects understanding and perception, It improves staff scheduling, It reduces workload, What is a benefit of using appropriate greetings and titles with guests?, It shows professionalism and respect, It ensures legal compliance, It increases speed of service, It reduces communication time.

Unit11

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