Customer Service Communication Skills Jeopardy Template

Communication Styles	7 C's of Communication	Active Listening	Conflict Resolution	Emotional Intelligence (EI):
100 What is communication Communication Styles: 100 The successful conveying or sharing of ideas, feelings, and information.	100 What is the 7 C's of communication 7 C's of Communication: 100 Introduced in 1952 by Scott Cutlip	100 What is active listening Active Listening: 100 The act of fully hearing and comprehending the meaning of what someone else is saying.	100 What is conflict Conflict Resolution:100 Any tension which is experienced when one person perceives that one's needs or desires are likely to be thwarted or frustrated.	100 What is emotional intelligence Emotional Intelligence (EI): 100 the capacity to be aware of, control, and express one’s emotions, and to handle interpersonal relationships judiciously and empathically.
200 What is assertive Communication Styles: 200 The most effective communication style.	200 What is clarity 7 C's of Communication: 200 Uses exact appropriate and concrete words	200 What is non verbal communication Active Listening: 200 Body language and non-verbal cues	200 What is conflict resolution Conflict Resolution: 200 a way for two or more parties to find a peaceful solution to a disagreement among them	200 What is motivation Emotional Intelligence (EI): 200 Initiative. Readying yourself to act on opportunities.
300 What is passive. Communication Styles: 300 " Sure, whatever works for you."	300 What is consideration 7 C's of Communication: 300 Emphasizes on what is possible rater that what is impossible	300 What is verbal communication Active Listening: 300 Refers to what you are saying	300 What is competing Conflict Resolution: 300 style works best in goal-oriented situations, decisions need to be made promptly with little consideration for others input	300 What is empathy Emotional Intelligence (EI): 300 the ability to recognize how people feel
400 What is passive aggressive Communication Styles: 400 "It sure would be nice if someone helped me out around here!"	400 What is concreteness 7 C's of Communication: 400 Supported with specific facts and figures	400 What is responding Active Listening: 400 Shows the other person you are interested and listening to what they have to say	400 What is collaboration Conflict Resolution: 400 works best in team environments or projects	400 What are social skills Emotional Intelligence (EI): 400 Communication. Sending clear messages
500 What is Aggressive Communication Styles: 500 Ineffective because it puts the other person on defense.	500 What is an example of a considerate statement. 7 C's of Communication: 500 “I understand your frustration, although we don’t have a concrete answer for this concern, I can reassure you that”….	500 What is avoiding your own distracting thoughts, using positive language, not interrupting, and paraphrasing. Active Listening: 500 Two tips for active listening	500 What is the C.A.L.M technique Conflict Resolution: 500 DAILY DOUBLE Technique we learned about when resolving conflict DAILY DOUBLE	500 What is self- regulation Emotional Intelligence (EI): 500 Self-control. Managing disruptive impulses

Customer Service & Communication Skills

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