Deck 8: Communication

Question 1

Janice feels uncomfortable working late hours in office every day. She decides to discuss the matter with her boss, Merwyn. Being a recent hire, she is hesitant and nervous to complain so early in her tenure. As she begins to speak, Merwyn notices anxiety and discomfort in her facial expression and body language. Using reflective listening, in response to Janice's concerns, Merwyn should first:

A)paraphrase Janice's expressed concerns.
B)clarify Janice's implicit thoughts and feelings.
C)reflect Janice's core feelings.
D)affirm contact with Janice.

Answer 1

D

Question 2

Which of the following media is considered high in information richness?

A)Formal written reports
B)Formal numeric reports
C)Telephones
D)Flyers

Answer 2

C

Question 3

In the context of interpersonal communication, the emotional component of a message is contained in the _____.

A)content of the message
B)language of the message
C)intensity of the communicator
D)thought process of the receiver

Answer 3

C

Question 4

_____ is an interpersonal communication skill identified by the Department of Labor as necessary for success in the workplace.

A)Memorizing
B)Writing
C)Reading
D)Analyzing

Question 5

In the context of interpersonal communication, which of the following is the conceptual component of a message?

A)The message's content
B)The message's affect
C)The receiver's attitude toward the message
D)The communicator's gestures

Question 6

In the context of communication skills, good supervisors:

A)are able to hear the emotional dimensions of messages.
B)inhibit reflective listening.
C)tend toward introversion.
D)do not lay emphasis on psychological defenses of their employees.

Question 7

Identify a true statement about perceptual screens in interpersonal communication.

A)They influence the quality, accuracy, and clarity of a message.
B)They are the uninterpreted, unanalyzed elements of a message.
C)They are not influenced by the receiver's individual attributes.
D)They emphasize the role of the receiver over the sender.

Question 8

Which of the following statements is true of using eye contact in reflective listening?

A)Too much direct eye contact during a dialogue can have an intimidating effect.
B)Rules of appropriate eye contact are almost the same in all cultures.
C)Direct eye contact initiated by women and children is encouraged in India.
D)Even a periodic aversion of the eyes during a dialogue can be a barrier to effective communication.

Question 9

Roberta is the supervisor of a fund-raising project. She notices that her team members are not able to meet the targets and they have deviated from the planned schedule. To understand the situation and the challenges that the team members are facing, Roberta wants to reach out to all the team members and establish an open communication culture. To convey her message clearly, the most appropriate way for Roberta would be to:

A)send each team member a personal e-mail.
B)post a flyer on a bulletin board for all team members to see.
C)make telephone calls to each team member.
D)organize a face-to-face discussion with the team.

Question 10

In contrast to two-way communication, one-way communication _____.

A)is more suitable for complex tasks
B)requires feedback from the listener
C)allows for reflective listening
D)is faster but often less accurate

Question 11

Which of the following statements is true of reflective listening?

A)It emphasizes the personal elements of the communication process.
B)It requires the receiver to influence the speaker with his or her personal opinion.
C)It stresses more strongly on the role of the speaker rather than the receiver.
D)It ignores the feelings communicated in the message.

Question 12

Which of the following statements is true of different media of communication?

A)E-mail is the preferred method of workplace communication.
B)Face-to-face discussions have the highest data capacity.
C)Personalized letters have the highest data capacity.
D)Text messaging is the preferred method of workplace communication.

Question 13

Seek & Swipe, an e-commerce website, plans to offer discounts on its latest product offerings to ten of its most loyal customers. To maximize its ability to convey the message clearly, which of the following communication media will Seek and Swipe most likely use?

A)Bulletins
B)Telephones
C)Face-to-face discussions
D)Formal numeric reports

Question 14

Identify a true statement about reflective listening.

A)It fails to help a communicator correct inaccuracies in a message.
B)It emphasizes the role of the receiver in interpersonal communication.
C)It understates the need to reflect one's core feelings.
D)It demonstrates concern for the communicator as an object, not a person.

Question 15

Selena, the head architect of a government firm, is called for a meeting with her boss. Her boss expresses his concern about a collapsing dam at one of the hydroelectric power plants. Using reflective listening, when responding to her boss, Selena should avoid:

A)overly paraphrasing the concern being expressed.
B)too much direct eye contact with him.
C)even brief periods of silence.
D)asking questions for clarification.

Question 16

Which of the following is a communication medium that is moderate in both information richness and data capacity?

A)Telephones
B)Blogs
C)Face-to-face discussions
D)Formal numeric reports

Question 17

In the context of reflective listening, a certain amount of silence:

A)ensures the accuracy of the message being delivered by the speaker.
B)enables the listener to shift the speaker's focus from the main problem.
C)enables the speaker and the listener to build greater empathy and openness in their relationship.
D)gives the listener time to sort his or her own thoughts and feelings from those of the speaker.

Question 18

In the context of communication skills, effective supervisors:

A)tend toward introversion.
B)are not afraid to voice their opinions.
C)do not let people know how they feel.
D)leave their employees wondering about their ideas.

Question 19

Molly, the store manager of a bakery, never fails to voice her opinions to her employees on various matters of the store. It's likely that Molly:

A)tends toward introversion.
B)tends toward extroversion.
C)does not support interpersonal communication.
D)lacks perceptual screens.

Question 20

In the context of interpersonal communication, which of the following is true of perceptual screens?

A)They do not cause static or distortion.
B)They do not influence the accuracy of a message.
C)They are the uninterpreted, unanalyzed elements of a message.
D)They are built upon the sender's and receiver's individual attributes.

Question 21

In the context of communication skills, which of the following is true of effective supervisors?

A)They avoid being direct.
B)They avoid being assertive.
C)They tend to be persuasive leaders.
D)They are nonempathetic listeners.

Question 22

People who are egotistical are likely to exhibit:

A)subordinate defensiveness.
B)dominant defensiveness.
C)passive behavior.
D)submissive behavior.

Question 23

_____ is an obvious barrier to communication.

A)Cultural diversity
B)Language
C)Physical separation
D)Gender inequality

Question 24

Nondefensive communication is _____.

A)aggressive
B)malevolent
C)direct
D)passive

Question 25

Information overload for employees is most likely caused when supervisors:

A)fail to filter and disseminate information selectively to them.
B)tend to use media of communication that lack information richness.
C)do not support two-way communication.
D)tend to use media of communication that has low data capacity.

Question 26

In the context of barriers to communication, identify a statement that is most likely to be true of gender differences.

A)Men often feel comfortable conversing while sitting side by side.
B)Male-female conversation is not really cross-cultural communication.
C)Women prefer to converse over the phone rather than face-to-face.
D)Female employees expect more information overload than male employees.

Question 27

One gateway through the communication barrier of diversity is:

A)avoiding face-to-face communication.
B)frequently using jargon or technical language.
C)increasing cultural awareness and sensitivity.
D)minimizing gender-specific differences in conversational style.

Question 28

Passive-aggressive behavior eventually becomes:

A)dominant defensiveness.
B)nonassertive behavior.
C)accommodative behavior.
D)nondefensive communication.

Question 29

In the context of communication barriers, which of the following statements is true of civility and incivility?

A)Civility creates communication barrier and jars people's emotions.
B)Workplace incivility is low-intensity deviant workplace behavior.
C)Incivility cannot have positive effect in any circumstances.
D)Workplace civility is the avoidance of difficult or complicated issues.

Question 30

Malcolm, a senior editor at a publishing house, often criticizes his subordinates loudly in front of other colleagues even when the subordinates are not at fault. This embarrasses and humiliates them. He also unnecessarily swears and talks at elevated tones while expressing himself. It is evident that Malcolm exhibits _____ at his workplace.

A)subordinate defensiveness
B)passive behavior
C)submissive behavior
D)dominant defensiveness

Question 31

Subordinate defensiveness is characterized by _____.

A)passive behavior
B)overtly aggressive behavior
C)domineering behavior
D)verbal harassment

Question 32

_____ is a gateway through communication barriers.

A)Inhibiting reflective listening
B)Freely interpreting meaning from one's own frame of reference
C)Appreciating gender-specific differences in conversational style
D)Disregarding emotional dimension of messages and focusing solely on the content

Question 33

In an emergency situation, such as a life-threatening trauma in an emergency room, a supervisor must be:

A)sensitive to employees' feelings.
B)an empathetic communicator.
C)an apprehensive communicator.
D)direct and assertive.

Question 34

Individuals who are subordinately defensive:

A)are egotistical.
B)exhibit domineering behavior.
C)do not adequately assert their thoughts.
D)do not exhibit submissive behavior.

Question 35

In the context of barriers to communication, which of the following statements is true of gender differences?

A)Men and women tend to have similar conversational styles.
B)Female employees expect more information overload than male employees.
C)Male employees prefer to use telephone calls to communicate.
D)Women often prefer to converse face to face.

Question 36

Defensive communication includes messages that are _____.

A)assertive
B)aggressive
C)direct
D)powerful

Question 37

In the context of defensive tactics, restricting the choices of employees is an example of _____.

A)a hostile behavior
B)a power play
C)labeling
D)screening

Question 38

A gateway through the gender barrier to communication is to:

A)frequently use metaphors.
B)avoid the use of jargon or technical language.
C)actively seek clarification of a person's meaning.
D)avoid face-to-face communication.

Question 39

Which of the following practices must a supervisor avoid to reduce communication barriers in the workplace?

A)Minimizing the use of jargon and technical language
B)Encouraging formation of non-hierarchical working relationships
C)Providing cross-cultural training to employees
D)Pressuring men and women to interact in similar ways

Question 40

Which of the following words is discarded in defensive labeling?

A)Insane
B)Slacker
C)Loafer
D)Laggard

Question 41

Which of the following is true of nonverbal communication?

A)It is extremely important while communicating via telephone calls.
B)It is extremely important while communicating via emails.
C)It includes all elements of communication that do not involve words.
D)It includes all elements of communication that do not involve gestures.

Question 42

Joseph speaks very rapidly. Even when he is normal, his colleagues mistake him to be nervous. In this scenario, Joseph's colleagues evidently make assumptions about him based on _____.

A)verbal cues
B)facial expressions
C)paralanguage cues
D)metalanguage cues

Question 43

Which of the following is an example of a passive-aggressive defensive tactic?

A)Refusing a lunch invite because of a busy schedule
B)Making hostile jokes about someone
C)Cursing in a social environment
D)Yelling at someone in front of other people

Question 44

Identify a true statement about kinesics.

A)It is the study of variations in speech of an individual.
B)It is a form of verbal communication.
C)It is the study of an individual's facial expressions.
D)It is bound to culture.

Question 45

Which of the following statements is true of kinesics?

A)It is the study of body movement and posture.
B)It is a form of verbal communication.
C)It is the study of an individual's use of space.
D)It is the study of the distribution of sound systems in human languages.

Question 46

In the context of territorial space, a four-foot-wide desk pushes business interactions into the _____.

A)intimate space zone
B)personal distance zone
C)social distance zone
D)public distance zone

Question 47

To facilitate direct and open communication with another person, _____.

A)one should seat the other person beside oneself, facing the same direction
B)one should seat the other person at right angles to oneself
C)one must position the other person directly across from oneself
D)one must position the other person inside one's intimate space zone

Question 48

Ralph, a secret service agent, interrogates a criminal suspect. Ralph carefully observes the suspect's body movements and notices him clenching his teeth, drumming his fingers, and profusely perspiring. Given this information, it is evident that Ralph is well versed in _____.

A)phonemics
B)proxemics
C)chronemics
D)kinesics

Question 49

_____ is one of the four basic types of nonverbal communication that managers need to understand.

A)Paralanguage
B)Power play
C)Aggrandizing
D)Labeling

Question 50

_____ is the study of an individual's perception and use of space, including territorial space.

A)Phonemics
B)Kinesics
C)Chronemics
D)Proxemics

Question 51

Sania is conducting a survey on territorial spaces to determine the average social distance in corporate offices in her city. Identify the branch of knowledge that Sania is most likely dealing with.

A)Proxemics
B)Kinesics
C)Chronemics
D)Phonemics

Question 52

Barbra has a meeting with a coworker about a project. She wants to encourage cooperation from her coworker so that he, too, feels committed to the project. Given this information, which of the following seating arrangements will most likely help Barbra achieve her purpose?

A)Barbra must sit directly across from her coworker.
B)Barbra must seat her coworker at a right angle to herself.
C)Barbra must seat her coworker within her zone of intimate space.
D)Barbra must sit beside her coworker, facing the same direction.

Question 53

In the context of territorial space, friends typically interact within the:

A)intimate space zone.
B)personal distance zone.
C)social distance zone.
D)public distance zone.

Question 54

Rita has a naturally loud voice. Even when she is happy, her colleagues mistake her to be angry or upset. In this scenario, Rita's colleagues evidently make assumptions about her based on _____.

A)verbal cues
B)facial expressions
C)paralanguage cues
D)metalanguage cues

Question 55

An individual who consistently communicates nondefensively may be characterized as _____.

A)aggressive
B)egotistical
C)assertive
D)domineering

Question 56

Which of the following statements is an example of nondefensive communication?

A)Mary is always late to meetings! She lacks professionalism!
B)I sent the memo through intracompany mail. The postman must have lost it.
C)Dan's report is good, but I need to make one recommendation before I approve it.
D)The check is in the mail. Don't call me again!

Question 57

A manager says to her secretary, "Nancy is a slacker. She is always unavailable when there is a deadline." In this scenario, the manager is indulging in _____.

A)power play
B)jargon usage
C)screening
D)labeling

Question 58

_____ consists of variations in speech, such as pitch, loudness, tempo, tone, duration, laughing, and crying.

A)Kinesics
B)Proxemics
C)Paralanguage
D)Verbal communication

Question 59

Seating dynamics, the art of seating people in certain positions according to their purpose in communication, is an aspect of _____.

A)phonemics
B)proxemics
C)kinesics
D)chronemics

Question 60

Which of the following statements is true about paralanguage?

A)It enables people to make assumptions about a communicator.
B)It is a form of verbal communication.
C)It consists of the use of jargons or technical language in a message.
D)It is the study of body movement and posture.

Question 61

Dominant defensiveness is characterized by submissive behavior.

Question 62

E-mail, teleconferencing, and Wi-Fi are all classified as _____.

A)operating systems
B)cognitive infocommunications
C)information communication technology
D)virtual reality technology

Question 63

A memo from a company's president to all employees is an example of one-way communication.

Question 64

In the context of written communication in office, _____ explain how to perform various tasks and resolve problems that may occur at work.

A)policy manuals
B)operations manuals
C)memorandums
D)letters

Question 65

The absence of heartfelt communication in relationships leads to loneliness and social isolation. This condition has been labeled _____ by James Lynch.

A)communicative disease
B)anti-social condition
C)relationship overload
D)emotional competence disease

Question 66

A(n)_____ is an example of computer-mediated communication.

A)postcard
B)voice mail
C)inland letter
D)policy manual

Question 67

Which of the following is an inappropriate channel etiquette when using YouTube?

A)Acknowledging all the comments in a review page.
B)Using video replies to comments to escalate a problem.
C)Indulging in self-promotion as it is a knowledge-sharing platform.
D)Reacting defensively to negative comments.

Question 68

One gateway through the communication barrier of diversity is to frequently use jargon or technical language in a message.

Question 69

Men and women tend to have similar conversational styles.

Question 70

When a person from one culture views people from another culture through the lens of a stereotype, he or she discounts the individual differences that exist within that foreign culture.

Question 71

Professional jargon may serve only to confuse and derail any attempt at clear understanding of a message by those unfamiliar with the profession.

Question 72

Transparency in supervisors leads to increased trust among employees, which in turn, results in increased employee engagement.

Question 73

Studies show that an effect of using information communication technology (ICT)is that:

A)the verbal cues that help to decipher a message have diminished.
B)interpersonal skills have become less blunt.
C)the likelihood to flame, or make rude comments may increase.
D)polyphasic activity may reduce to a great extent.

Question 74

A balance between head and heart is achieved when a person displays positive _____.

A)defensive behavior
B)submissive behavior
C)communicative disease
D)emotional competence

Question 75

_____ are a form of written communication that establish guidelines for decision making and codes of conduct in organizations.

A)Memorandums
B)Subpoenas
C)Policy manuals
D)Legal notices

Question 76

In the context of written communication, which of the following statements is most likely true?

A)Manuals and reports are the longest form of written communication found in office.
B)Operations manuals establish guidelines for decision making and codes of conduct.
C)Memorandums are the shortest form of written communication found in office.
D)Formal letters are used to collect information inside or outside the organization.

Question 77

Effective supervisors refrain from voicing their opinions in meetings.

Question 78

Kinesics is the study of an individual's perception and use of space, including territorial space.

Question 79

Polyphasic activity is:

A)the study of space in nonverbal communication.
B)the study of seating arrangements.
C)conducting face-to-face conversations with at least two people.
D)doing more than one thing at a time, or multitasking.

Question 80

Two-way communication is faster than one-way communication and should be used during emergencies.