Deck 4: Building Relationships by Communicating Supportively

Question 1

You take responsibility for your statements, using first-person words such as, "I," "me," and "mine." This practice alone ensures that you are practicing validating communication.

Answer 1

False

Question 2

Studies have found that people make fewer mental errors when experiencing positive relationships.

Answer 2

True

Question 3

When her boyfriend asks if everything is okay, a woman coldly responds, "Everything is fine." She is practicing congruent communication.

Answer 3

False

Question 4

Whereas coaching focuses on attitudes, counseling concentrates on abilities.

Question 5

One suggested reason as to why communication remains a major problem for managers is that they are expected to focus on what organizational goals should be, not how to accomplish the organizational goals.

Question 6

Studies have found that productivity at work is markedly higher when relationships are positive.

Question 7

Congruence in communication means that what is communicated verbally and nonverbally matches what the person is thinking and feeling.

Question 8

Interaction management, which focuses on taking turns speaking, management of timing, and topic control, has been found to be crucial in supportive communication.

Question 9

Difficulties in effective message delivery are often related to the interpersonal aspects of communication.

Question 10

The positive effects of short-term, momentary interactions are similar to those of longer-term relationships.

Question 11

When utilizing descriptive communication, evaluative comments should never be made.

Question 12

If a subordinate's problem stems from attitudes, personality clashes, or other factors tied to emotions, his or her boss faces a counseling problem.

Question 13

Your boss usually only likes to discuss his point of view. When you offer another point of view, he ignores you. He is practicing rigidity in his communication.

Question 14

You comment to a co-worker, "My supervisor, Maxine, is dictatorial." This is an example of person-oriented communication.

Question 15

If the person you are communicating with suddenly begins to drop important names in the conversation such as "When the general manager, Sue, spoke with me about this matter, I offered her advice ..." you have probably caused this person to feel that he or she has been counseled effectively.

Question 16

Your boss tells you, "I can help you do this better." This statement lets you know that your boss sees your problem as an attitude problem.

Question 17

Problem-oriented communication focuses on the individual's personal traits that led to the unacceptable behavior.

Question 18

If you make the comment, "You are doing it wrong," to a co-worker, you are engaging in evaluative communication.

Question 19

Your supervisor remarks to you, "You spent an hour scheduling meetings today when that could have been done by your assistant." Your supervisor is using global communication.

Question 20

Communication that is accurate and honest regardless of whether or not it jeopardizes interpersonal relationships is supportive communication.

Question 21

Which of the following has research confirmed to be most powerful in predicting profitability for an organization?

A) Market share
B) Capital intensity
C) Sales growth rate
D) Supportive communication
E) The combination of market share, capital intensity, firm size, and sales growth rate

Question 22

Because open responses allow the listener to control the topic of conversation, open responses are most frequently used in coaching situations.

Question 23

According to the textbook authors, what is the most important skill for building and strengthening positive relationships?

A) Creativity
B) Innovation
C) Communication
D) Intellectual capacity

Question 24

What factor dominates all other factors in determining promotability?

A) Technical knowledge
B) Effective writing skills
C) Being able to say "no"
D) Face-to-face communication skills

Question 25

The type of response that provides instruction or direction is an advising response.

Question 26

One aspect of supportive communication, listening and responding effectively to someone else's statements, is at least as important as delivering supportive messages.

Question 27

Which of the following is not one of the attributes of high quality connections?

A) Respectful engagement
B) Task enabling
C) Trusting
D) Playfulness
E) All of these are attributes of high quality connections.

Question 28

How many attributes of supportive communication are described in the text?

A) 1
B) 3
C) 6
D) 8
E) 10

Question 29

A personal management interview program is a regularly scheduled meeting including a manager and all of his or her employees. The meeting allows everyone the chance to talk together about particular issues.

Question 30

Managers help employees by addressing problems involving employee attitudes. When managers do this, what is it called?

A) Coaching
B) Counseling
C) Empowerment
D) Discipline

Question 31

Managers pass along advice and information and help employees improve their skills by setting standards. When managers do this, what is it called?

A) Coaching
B) Counseling
C) Validating
D) Delegation

Question 32

The statement "I have decided to turn down your request" is an example of

A) conjunctive, not disjunctive communication.
B) owned, not disowned communication.
C) problem oriented, not person oriented communication.
D) specific, not global communication.

Question 33

There is a problem with George. You don't doubt his knowledge or ability to do the job. However, lately he has developed a problem concerning his co-workers. He doesn't need or want their input to the project. He says that his work is above standards and remarks, "Can I help it if I work with idiots? " What kind of problem is George most likely exhibiting?

A) A problem that needs coaching
B) A problem that needs counseling
C) A problem that needs person-oriented communication
D) A problem that needs global communication

Question 34

When you use the reflecting response, you are trying to pursue the topic in greater depth by posing new questions that the speaker hasn't thought of.

Question 35

What is the outcome of supportive communication?

A) Other people like you even if they don't understand you.
B) You are judged to be a nice person and others listen to you.
C) Positive feelings and mutual respect are enhanced.
D) Social acceptance is increased, but not necessarily more success as a manager.

Question 36

In cultures where individuals are assumed to have a great deal of individual autonomy, coaching responses are less common than counseling responses in interpersonal problem solving.

Question 37

You notice that since hiring Barbara, she arrives early and stays late; she appears to be working very hard. Co-workers have commented on how much they enjoy working with Barbara. Yesterday, in a conversation with her, she remarked how she was unhappy with her performance but was determined to try harder. This surprised you since you find her very capable, competent, and hard working. What kind of problem is Barbara most likely facing?

A) A problem that needs counseling
B) A problem that needs coaching
C) A problem that needs person-oriented communication
D) A problem that needs global communication

Question 38

When picking up a package at the post office, you engage in conversation with the clerk and suggest a solution to an issue she is having with her credit card. Which of the following attributes of high quality connections does this behavior best exemplify?

A) Respectful engagement
B) Task enabling
C) Trusting
D) Playful

Question 39

Which of the following statements is most consistent with coaching (as opposed to counseling)?

A) "I'd like to see you work on your attitude. You are often too pessimistic."
B) "Would you like to talk with me about the interpersonal conflict you are having with your supervisor?"
C) "Let's plan some time tomorrow for me to walk you through the audit process. I think I can help you see where you are making mistakes."
D) "I'm concerned that you seem to be growing less committed to the mission of our organization. Why don't you spend a little more time with our customers so that you can reignite your passion?"

Question 40

The statement "You interrupted me three times during the meeting!" is an example of

A) conjunctive, not disjunctive communication.
B) owned, not disowned communication.
C) problem-oriented, not person-oriented communication.
D) specific, not global communication.

Question 41

You know that your performance has recently declined. You tie this decline to the new software. Even though you fully understand how to use the new software, you think the software is garbage. In fact, you campaigned against the software but lost the political battle. Your boss has called you into her office. What would be the most correct response for the boss to use?

A) "Your performance has declined and you need to change your attitude."
B) "Don't worry ... everything will work out. Just give it time."
C) "I can help you do this better."
D) "You do recognize there is a problem, don't you?"

Question 42

You have just practiced descriptive communication to modify some problematic behavior. Your subordinate replies, "I have an excuse ... it is not my fault." What should you do?

A) Point out (without causing defensiveness) to your subordinate that it really doesn't matter if it is his/her fault; the problem still exists.
B) Keep trying to describe the problematic behavior until the subordinate understands.
C) Refocus the communication away from blame or fault toward counseling.
D) Describe some specific behaviors that might remedy the problem.

Question 43

You have noticed since your discussion with Mary about her performance in the team that she seems withdrawn and not very motivated. What should you suspect about your communication?

A) It was effective in that Mary is considering her performance.
B) It caused some defensiveness in Mary.
C) It caused some disconfirmation in Mary.
D) It caused both some defensiveness and disconfirmation in Mary.

Question 44

What are two major problems that result when principles of supportive communication are not followed while coaching or counseling subordinates?

A) The person shows anger, aggression, competitiveness, and avoidance, and the person dislikes the one sending the message.
B) The person feels put down, ineffectual, or insignificant, and becomes distrustful.
C) The person feels put down, ineffectual, or insignificant, and the person shows anger, aggression, competitiveness, and avoidance.
D) The person becomes distrustful, and the person dislikes the one sending the message.

Question 45

The CEO from headquarters has just arrived. You make some opening comments and she replies, "I'm glad to be here. I look forward to talking to everyone here that has made this plant number one." Looking straight at you she continues, "My time is yours to do as you see fit." She then looks at her watch. What type of communication is this an example of?

A) Congruent communication
B) Supportive communication
C) Incongruent communication
D) Disowned communication

Question 46

You overhear a conversation where one person says, "You really believe that? I think if you look at the facts again, I'm sure you would draw a different conclusion." What would this communication be an example of?

A) Practicing person-oriented communication
B) Practicing problem-oriented communication
C) Practicing communication that validates the individual
D) Practicing communication that is disowned

Question 47

Manuela has a problem. Her date has been late the last three times to pick her up and this upsets her. Tonight her date is late again. What should she say?

A) "I can't believe you are late for the fourth time. This really upsets me! Why are you always so late?"
B) Nothing right away as she is too upset. If he asks, "What's wrong?" just reply, "Nothing important."
C) "This is the fourth time you have been late. I want you to know how much this hurts me. Maybe the next time you can text me and let me know you are running late."
D) "This is the fourth time you have been late. I want you to know how much this hurts me. I wish you wouldn't disrespect me so much."

Question 48

"Not only does a fairway wood have a larger sweet spot, but it reacts better to bad hits. Thin shots don't lose as much yardage as off an iron. Toe shots don't lose ..." You are lost in the discussion of golf. What type of communication is this person using?

A) Rigidity
B) Indifference
C) Superiority-oriented
D) Egalitarian

Question 49

You have called an employee into your office to discuss his poor performance. How might you start the conversation?

A) "Nice day, don't you think?"
B) "Have you given any thought to doing some quality work here?"
C) "We have a problem here, don't we?"
D) "Your performance is below average. What do you plan to do about it?"
E) "Your output is the lowest in the department. I'm concerned."

Question 50

Which of the following supervisor statements is an example of coaching?

A) "I'd really like to see you try to approach this problem more optimistically."
B) "Let's sit down and work through the audit process together this time so that you see what I'm looking for."
C) "You need to work on your attitude."
D) "Your teammates are expressing concern that you don't handle conflict well."

Question 51

Sometimes evaluative statements are necessary. Which of the following evaluative statements is most likely to cause defensiveness?

A) "The quality of your reports does not meet the minimum acceptable standard."
B) "The quality of your reports has dropped from your previous level."
C) "If the quality of your reports does not improve, you could be re-assigned to a lower level position."
D) "The quality of your reports is the lowest in the organization."

Question 52

What should you do when practicing congruent communication?

A) Blow off steam immediately on getting upset
B) Never suppress your feelings of anger or disappointment
C) Match the communication, verbally and nonverbally, to what you are thinking and feeling
D) Match the communication, verbally and nonverbally, to what others are ready to hear
E) Match the communication to the other person's thoughts and feelings that were just expressed

Question 53

When using descriptive communication to help modify someone's behavior, what should a person do?

A) First describe reactions to the behavior, describe the behavior, and then suggest an alternative behavior.
B) First describe the behavior, describe reactions to the behavior, and then suggest an alternative behavior.
C) First discuss the problem, then the alternatives, and then decide on a solution.
D) Describe the behavior, describe why it's a bad behavior, then describe what will happen (the consequences) if the person keeps doing the behavior.

Question 54

You are channel surfing while watching TV, and you come across a rather rotund individual sitting by himself talking politics in a rather rushed manner. In the few minutes you watch, you notice that he has an answer for everything, that his answer is always right, and that he appears to reduce complex issues to very simplistic definitions. You think to yourself, "I'm glad no one listens to this person." The TV person is practicing which form of communication?

A) Indifference
B) Superiority-oriented
C) Rigidity
D) Imperviousness

Question 55

What does person-oriented communication focus on?

A) The behavior of the person
B) Validating the other individual
C) Achieving congruent communication
D) The traits of individuals

Question 56

Your boss has just left your office. You heard what she said but feel there was a hidden message in her statements. What type of communication did your boss most likely practice?

A) Supportive communication
B) Nonsupportive communication (it was person-oriented communication)
C) Nonsupportive communication (it was incongruent communication)
D) Nonsupportive communication (it was evaluative communication)
E) Nonsupportive communication (it was problem-oriented communication)

Question 57

The difference between saying "You are stubborn" and "This is the second time we are unable to reach agreement" is the difference between what two types of communication?

A) Congruent and incongruent communication
B) Owned and disowned communication
C) Superior and egalitarian communication
D) Person- and problem-oriented communication

Question 58

What is an important goal of counseling? To help the individual

A) get along better with co-workers.
B) understand clearly what is the problem.
C) recognize that a problem exists and identify ways to address the problem.
D) identify ways in which the problem may be addressed.

Question 59

Your boss tells you, "If you continue to be late, you will lose your job." Did your boss practice supportive communication?

A) No, this is an evaluative comment.
B) Yes, even though the comment is evaluative in nature, it is linked to a probable outcome.
C) Yes, this is a validating comment.
D) No, the comment is person oriented.

Question 60

You just watched your employee handle a customer poorly. How should you respond?

A) "Can you tell me why you handled the customer that way?"
B) "I am disappointed with the way you handled the situation."
C) "You did not follow procedures outlined in the employee manual. I am upset with the way you handled that situation. Can we review that policy together?"
D) "You handled that customer poorly. Let me show you how to do it correctly."

Question 61

Examples of conjunctive communication include (1) "Relating to what you just said, I'd like to discuss this." (2) "... so, that's how I see it. So what is your opinion? " (3) "That reminds me .. I have to tell you what I did the other day."

A) All 3 statements are conjunctive.
B) Only statement 2 is conjunctive.
C) Only statement 3 is conjunctive.
D) Only statements 1 and 2 are conjunctive.
E) Only statements 2 and 3 are conjunctive.

Question 62

Your presentation didn't go as well as you had hoped. Sam stopped by and remarked, "Everything will be fine. My first presentation didn't go half as well as yours." Sam offered which type of response?

A) Advising response
B) Deflecting response
C) Probing response
D) Reflecting response

Question 63

You need to turn in your expense account. This is your first one. Mary, your co-worker, has turned in over 50 in the last two years. As you explain a problem related to turning in your expense account to her, which response type would be most appropriate for Mary to use?

A) Advising response
B) Deflecting response
C) Probing response
D) Reflecting response

Question 64

Your boss always asks you questions and gives you "air time" to offer your ideas. She is practicing what type of communication?

A) Problem-oriented
B) Congruent
C) Descriptive
D) Validating
E) Specific

Question 65

When using a probing response, which type of question works best?

A) How questions
B) Why questions
C) What questions
D) When questions

Question 66

"Either you do it now or never." Why is this statement useless?

A) It is an inaccurate representation of reality.
B) It denies any alternatives.
C) It has potential for hidden agendas.
D) It invalidates the other person's identity.

Question 67

Some research suggests that one's communication style may indicate a person's mental health. What did this research find?

A) Individuals are mentally healthy if they avoid taking responsibility for their statements and behavior.
B) Individuals are not mentally healthy if they take responsibility for their statements and behavior.
C) Individuals are mentally healthy if they take responsibility for their statements and behavior.

Question 68

Your co-worker remarks to you, "You are always late to meetings, how come? " Your co-worker is practicing what type of communication?

A) Specific
B) Invalidating
C) Descriptive
D) Global
E) Incongruent

Question 69

You have just given a report to your boss. He says, "You have a good idea, but I'm afraid headquarters will think it is a little radical." Of what type of communication is this an example?

A) Supportive
B) Owned
C) Disowned
D) Disjunctive
E) Person-oriented

Question 70

If, in a counseling situation, you are willing to accept that other alternatives besides yours exist, which of the following best describes the type of communication you are practicing?

A) Two-way communication
B) Superiority-oriented communication
C) Problem-oriented communication
D) Flexible communication

Question 71

Research has found that which of the following is true?

A) People improve on their listening skills over time.
B) People only listen at about a 50% effectiveness level.
C) People tend to become less effective listeners as they age.
D) People speak at a faster rate than they are able to listen.

Question 72

You tell your boss that disjunctive communication can occur in three ways. They are (1) controlling airtime, (2) extended pauses, and (3) topic control. Is what you said to your boss true or false?

A) All three statements are true.
B) Statements 1 and 3 are true, but statement 2 is false.
C) Statements 2 and 3 are true, but statement 1 is false.
D) Statements 1 and 2 are true, but statement 3 is false.
E) All three statements are false.

Question 73

You want to utilize supportive communication. You plan to employ validation in your communication with your subordinate. In particular, you want to practice areas of mutual agreement. What will you do?

A) List the subordinate's disadvantages before his/her advantages to finish on a strong positive note.
B) List the subordinate's past mistakes to establish a foundation so that new positive steps can be utilized.
C) List areas of disagreements first followed by areas of agreement.
D) List compliments before criticisms.

Question 74

You notice that your manager frequently interrupts you; when you ask him a question, you have to repeat it two or three times before he acknowledges you. Your manager is practicing which form of communication?

A) Superiority-oriented
B) Rigidity
C) Indifference
D) Imperviousness

Question 75

A manager maintains little eye contact, interrupts subordinates, and criticizes them for feeling a certain way. He or she is displaying which type of communication?

A) Rigid and evaluative communication
B) Indifferent and impervious communication
C) Indifferent and superior communications
D) Indifferent communication

Question 76

When Calvin explained his problem to Melissa, her facial expressions and comments encouraged him to say more. She occasionally restated to make sure she understood what he was saying. Which type of listening response was Melissa exemplifying?

A) Reflecting
B) Probing
C) Deflecting
D) Advising

Question 77

You have a tendency to finish your brother's sentences. This annoys him but it makes you happy. You are practicing what type of communication?

A) Superiority-oriented
B) Conjunctive
C) Invalidating
D) Evaluative
E) Self-satisfying

Question 78

For a deflecting response to work, which principle of communication should one follow?

A) Owned communication
B) Conjunctive communication
C) Descriptive communication
D) Global communication

Question 79

In her student evaluations, Morgan notes the following comments: (1) "The course is boring," (2) "The room is always freezing cold," (3) You are a great teacher," and (4) "You are easy to understand; you provide real-life examples to clarify your point."

A) Comments 2, 3 and 4 are specific communication and are useful.
B) All the comments are specific communication and are useful.
C) Comments 2 and 4 are specific communication and are useful.
D) Only comment 4 is specific communication that is useful.

Question 80

If I own my communication, what does that mean?

A) I can sell it to the highest bidder.
B) I can imply to receivers of my message that I am superior to them.
C) I can imply to receivers of my message that I want to keep my distance between them and me.
D) I can imply to receivers of my message that I am willing to invest in this relationship.