Deck 7: Improving Communication Skills

Question 1

Emphatic listening is hearing and trying to understand and offering feedback that shows you have understood the message.

Answer 1

True

Question 2

Something that interferes with successful communication is a(n) :

A) communication barrier.
B) feedback.
C) channel.
D) All the above

Answer 2

A

Question 3

In the communication process, feedback is a return message sent by the receiver.

Answer 3

True

Question 4

When you judge what is being said as you listen, you are using:

A) casual listening.
B) evaluative listening.
C) emphatic listening.
D) reflective listening.

Question 5

A mental distraction is an example of an external communication barrier.

Question 6

Using proper grammar when speaking with coworkers, clients, and others in the workplace is not important.

Question 7

When talking with someone, you should begin thinking about your response while the other person is still speaking.

Question 8

Which of the following is an example of an internal communication barrier?

A) Loud music
B) Cold room
C) Headache
D) Uncomfortable chair

Question 9

Pitch is an attribute of voice that conveys the attitude or emotional state of the speaker.

Question 10

In the communication process, a printed letter is an example of a(n) :

A) communication barrier.
B) channel.
C) feedback.
D) sender.

Question 11

For effective listening, you should keep an open mind and not prejudge the speaker or the message.

Question 12

A printed memorandum should be used (rather than an email) when the information is confidential or sensitive.

Question 13

Hearing and trying to understand and remember the information being presented is:

A) casual listening.
B) evaluative listening.
C) emphatic listening.
D) informative listening.

Question 14

Messages written for business purposes should be courteous, correct, concise, clear, and complete.

Question 15

Publishing is sending a message to a receiver or making the message available to a receiver.

Question 16

Using the proper degree of formality for different communication situations will make listeners more open to receiving your message.

Question 17

Nonverbal communication symbols have different meanings from culture to culture.

Question 18

Formal business reports are typically formatted in memorandum style.

Question 19

Gestures and other nonverbal behaviors cannot send a message.

Question 20

Internal communication barriers are often easier to overcome than external communication barriers.

Question 21

Nonverbal communication:

A) is sending a message without spoken words.
B) makes use of written words.
C) should not be used when communicating with coworkers.
D) All the above

Question 23

Writing with the you approach:

A) is not necessary for most messages.
B) means keeping the reader's needs and interests in mind.
C) will make the message more appealing to the reader.
D) Both B and C

Question 24

The first step in planning a message is:

A) selecting a channel.
B) analyzing feedback.
C) identifying the objective of the message.
D) adjusting the message for the reader.

Question 25

The main idea of the message is presented first and followed with supporting details when using the:

A) direct order.
B) indirect order.
C) inverted order.
D) reflective order.

Question 26

A business letter:

A) is less formal than an email message or memo.
B) represents the company to the outside public.
C) should be prepared in modified block format with all lines beginning at the left margin.
D) Both A and B

Question 27

To listen effectively, you should:

A) focus on the speaker and the message.
B) keep your emotions in check.
C) offer feedback to the speaker.
D) All the above

Question 28

Messages that give negative news or that attempt to persuade the reader should use:

A) direct order.
B) indirect order.
C) inverted order.
D) reflective order.

Question 29

In a formal business report:

A) tables or charts must appear in the appendix.
B) footnotes or endnotes are used to cite sources of material used in the report.
C) side headings are not used in the report body.
D) Both B and C

Question 30

To help you evaluate the credibility of research sources for a report, you should consider:

A) who wrote the information.
B) whether the information is current.
C) whether the information is biased.
D) All the above

Question 31

When writing a business email message:

A) omit the subject line to save time.
B) send the message to everyone in your workgroup regardless of the subject.
C) keep the body of the email message brief.
D) Both A and C