Unit 301

Multiple choice

1. What is the percentage of communication that comes from body language? a. 7% b. 38% c. 55% d.100%

2. Which of the following is considered to be a type of communication by multimedia? a. Meeting. b. Podcast. c. Chart. d. Discussion

3. Which one of the following is an example of negative body language? a. Staring. b. Laughing. c. Nodding. d. Shaking head. 4. Statement 1 Closed questions are designed to only give a yes or no answer. Statement 2 Open questions are used to gain information and open up discussion.

Which one of the following is correct for the above statements? a. b. c. d. True/true. True/false. False/true. False/false.

Susan Cressy - Multiple choice - Unit 301 - 2012

5. Which one of the following is NOT an example of negative behaviour? Being: a. b. c. d. emotional destructive argumentative assertive.

6. What must you do when dealing with a client complaint? a. Pass it on to another member of staff b. Listen actively to the client c. Ask them to put it in writing d. Give them a refund 7. Statement 1 Problems should be dealt with as they occur. Statement 2 If a problem involves a client the therapist should be criticised in front of the client.

Which one of the following is correct for the above statements? a. b. c. d. True/true. True/false. False/true. False/false.

8. Which one of the following will occur if a therapist is criticised in public. The therapist will a. feel demoralised b. not want to treat the client again c. become emotional d. leave the salon. 9. When the therapist gives instructions to the client they should: a. b. c. d. Stand next to them Use technical abbreviations Write them down Speak clearly and dont rush

Susan Cressy - Multiple choice - Unit 301 - 2012

10. The effects of negative attitudes and behaviour on other team members is: a. b. c. d. 11. Statement 1 It is also a good idea to ask the person you have giving instructions to, to repeat them back to you. Ineffective working relationships Not knowing what to do Increase in business A happy working atmosphere

Statement 2 When someone doesnt do the task the way we intended, we should pass the blame as they did not listen carefully.

Which one of the following is correct for the above statements?

a. b. c. d.

True/true. True/false. False/true. False/false.

12. Which one of the following is the minimum precaution that should be taken with every client to avoid cross infection? a. Changing towels. b. Using couch roll. c. Washing hands. d. Completing a consultation. 13. Team meetings are essential to: a. b. c. d. Have a regular chat with colleagues Reprimand therapists when work is not up to standard To keep all staff informed To provide training

Susan Cressy - Multiple choice - Unit 301 - 2012

14. The benefit of written information is: a. It can be referred to later and read at the readers own pace b. It can be filed away c. It saves time d. Takes the place of team meetings

Susan Cressy - Multiple choice - Unit 301 - 2012