Complete the questionnaire below to test your skills:

Questions
	People who are the most polite on the phone can be the most hostile	True	False
	True feelings can be revealed through a slip of the tongue.	True	False
	People generally say what they mean.	True	False
	Communication has been effective if everyone knows what has been decided and what actions will result.	True	False
	Silence usually signifies agreement.	True	False
	Being frank is always the best policy.	True	False
	When people do not understand, they will usually tell you.	True	False
	A good vocabulary is most important in communicating well.	True	False
	Repeating back to someone what they have said can assist communication.	True	False
	People who are quiet are listening.	True	False
	The most important thing in customer service is having a polite and friendly manner.	True	False
	Lack of training is one of the most common reasons for performance failure.	True	False
	If you don't know the answer to a customers question the best policy is to be honest and say you don't know.	True	False