When a customer service agent is speaking to a customer, what type of communication is occurring?
A. Upward communication
B. Downward communication
C. Horizontal communication
D. Outward communication
Answer: D
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Which of the following is NOT a guideline for using
attention-getters? a. Facts and statistics are most effective if they are from a reliable source. b. Always provide the name of the person you are quoting. c. Do not use pictures or videos which increase the chance of technical difficulties. d. Practice long quotations over and over so you know them well enough to make eye contact.
All communication, whether it is two people talking or a public speech in front of 200 people, benefits from having a "big picture," or the ability to
a. speak on many topics. b. shape messages and connect with others. c. perfect and practice one style of communication. d. predict the likely outcome of any given communication effort.