HSPA Chapter 23 Workbook.Final Test
Paper 2026\2027.
The sequence of steps used to address customer complaints.
service recovery
Positive reinforcement used to encourage employees to follow
proper work practices, and negative reinforcement to discourage
inappropriate work practices.
coaching
The ______ step in communication that occurs when the listener
asks a question, repeats information or otherwise helps the speaker
to know of the message has been correctly received.
feedback
Behavior relating to what is right or wrong relative to the standards
of conduct for a profession.
ethical behavior
The process of transmitting information and understanding from
one person to another by use of words and non-verbal expressions
such as body language.
communication
Emotions that cause a person to react to people and/or situations in
a predetermined way
attitude
, HSPA Chapter 23 Workbook.Final Test
Paper 2026\2027.
Which of the following is an example of communication?
A. Spoken word
B. Written word
C. Non-verbal expression
D. All the above
D. Non-verbal expression
This is an example of informal communication:
A. Departmental bulletins and memos
B. Meeting discussions
C. Spreading rumors
D. Posting work schedules
C. Spreading rumors
Behavior relating to what is right and wrong relative to the
standards of professional conduct is called:
A. Ethical behavior
B. Moral behavior
C. Legal behavior
D. Personal behavior
A. Ethical behavior
When a listener asks a question during a conversation, it is called:
A. Stereotyping
Paper 2026\2027.
The sequence of steps used to address customer complaints.
service recovery
Positive reinforcement used to encourage employees to follow
proper work practices, and negative reinforcement to discourage
inappropriate work practices.
coaching
The ______ step in communication that occurs when the listener
asks a question, repeats information or otherwise helps the speaker
to know of the message has been correctly received.
feedback
Behavior relating to what is right or wrong relative to the standards
of conduct for a profession.
ethical behavior
The process of transmitting information and understanding from
one person to another by use of words and non-verbal expressions
such as body language.
communication
Emotions that cause a person to react to people and/or situations in
a predetermined way
attitude
, HSPA Chapter 23 Workbook.Final Test
Paper 2026\2027.
Which of the following is an example of communication?
A. Spoken word
B. Written word
C. Non-verbal expression
D. All the above
D. Non-verbal expression
This is an example of informal communication:
A. Departmental bulletins and memos
B. Meeting discussions
C. Spreading rumors
D. Posting work schedules
C. Spreading rumors
Behavior relating to what is right and wrong relative to the
standards of professional conduct is called:
A. Ethical behavior
B. Moral behavior
C. Legal behavior
D. Personal behavior
A. Ethical behavior
When a listener asks a question during a conversation, it is called:
A. Stereotyping
