Deck 3: Interpersonal Communication

Question 1

How the receiver interprets a message is greatly impacted by

A)their intimate relationships
B)the field of business involved
C)the whimsical nature of the message
D)nonverbal communication

Answer 1

D

Question 2

Cultural nonverbal communication is

A)dependent on nationality
B)less visible
C)learnt unconsciously
D)all of the above

Answer 2

C

Question 3

Body-language signals can be

A)learned behaviour
B)innate behaviour
C)a mixture of both
D)all of the above

Answer 3

D

Question 4

Individuals who are skilled in successful business communication can

A)rely exclusively use verbal communication
B)ignore contextual information
C)integrate the nonverbal with verbal symbols and context
D)rely exclusively on nonverbal communication

Question 5

According to Forgas 1986,the most powerful and most common nonverbal signal is

A)eye contact
B)facial expression
C)hand gesture
D)stance

Question 6

The value of nonverbal communication in understanding the message depends on

A)the ability of the sender to express and the receiver to receive the intended message accurately
B)the ability of the receiver to personalise the message accurately
C)the meaning of the words in the message itself
D)all of the above

Question 7

Our reactions to nonverbal communication

A)are transparent to others
B)impact on our liking or disliking of the person communicating
C)send a clear message
D)convey a range of cues and signals

Question 8

Acknowledging cultural differences

A)is necessary to send and receive nonverbal messages
B)means disregarding cultural factors
C)makes it harder to interpret the message
D)is the first step towards bridging cultural differences

Question 9

Humiliating others can be the outcome when behaving

A)assertively
B)aggressively
C)submissively
D)confidently

Question 10

Assertive behaviour

A)balances the needs of an individual and others with whom that individual is communicating
B)balances the rights of an individual and others with whom that individual is communicating
C)focuses on the concerns of an individual and others with whom an individual is communicating
D)promotes the rights of an individual and others with whom an individual is communicating

Question 11

The purpose of listening is to

A)store,classify and label information
B)be attentive,interpretative and sympathetic
C)calculate time,effort and the process of communication
D)receive sensation,catch information and transmit information

Question 12

Individuals share and conform to attitudes,beliefs,values and norms and follow the group's patterns of behaviour in order to

A)be influenced socially
B)make their perceptions,attitudes and actions accepted
C)belong to the group as they interact and communicate
D)learn the meaning of nonverbal behaviours

Question 13

Types of nonverbal communication are

A)personal or impersonal
B)personal,common or universal
C)common,special or very special
D)random or systematic

Question 14

Providing an option for alternative acceptable behaviour is a feature of

A)a two-part 'I' message
B)a three-part 'I' message
C)a four-part 'I' message
D)all of the above

Question 15

Personal nonverbal communication is overtly transmitted through

A)the level of conscious awareness
B)appearance and clothing
C)experiences
D)emotional responses and body language

Question 16

The purpose of nonverbal communication is to

A)convey the message
B)add meaning and modify the spoken word
C)communicate feelings and attitudes
D)carry the social meanings of the situation

Question 17

A communicated message can be contradictory when

A)the nonverbal message is multi-dimensional
B)facial expressions have the greatest impact on the message
C)facial and vocal expressions,postures and gestures do not match the words
D)vocal quality has an impact on the message

Question 18

The communication within a society is regulated by its

A)attitudes,beliefs,values and norms
B)dialects
C)body language
D)media

Question 19

Nonverbal behaviour

A)exists in a context
B)is independent of context
C)varies between context dependency and independency
D)is conveyed through choice of words

Question 20

According to Morris et al 1979,universal nonverbal communication

A)does not exist-we are all different and culture emphasises differences
B)is a combination of learned and innate behaviour
C)is the display of emotions that are part of our biological heritage
D)crosses national and linguistic boundaries

Question 21

Effective informational listeners

A)make premature judgements or assumptions
B)respond to their own attitudes and feelings
C)concentrate on the message and look for key points
D)all of the above

Question 22

Informational listening is done when we

A)want to test assumptions about the information delivered
B)need to gather key points for decision-making
C)want to understand content accurately
D)want to get in touch with our own thoughts and feelings

Question 23

The quality of attending listening skills are improved by

A)a capacity to ignore distractions
B)an understanding of the impact of moving into the personal space of others
C)an understanding of the impact of the environment
D)all of the above

Question 24

According to Bolton 1987,active listening refers to

A)listening that allows the free expression of feelings and the causes of those feelings
B)a combination of attending,encouraging and reflecting skills working together
C)listening that engages with the affect and the effect of the speaker
D)an interplay of critical and non-critical judgements and evaluations fed back to the speaker in a timely,appropriate way

Question 25

Evaluative listening

A)is used when judgements have to be made about the purchase of a car,holiday,moving house or other significant decision
B)is used to accept or reject an idea
C)focuses closely on every word
D)is non-judgemental and encourages speakers to more fully explore ideas and ways forward in unfamiliar circumstances

Question 26

Paralanguage refers to

A)touching behaviours
B)how something is said
C)all language other than the verbal
D)vocal segregates such as "um" and silent pauses between words

Question 27

Empathy is particularly important in active listening as it

A)lets the speaker know that the listener has heard
B)shows the speaker that the listener knows how the speaker feels
C)empowers the speaker to find their own solutions,even as they are speaking
D)all of the above

Question 28

Some listening techniques that encourage the speaker to continue are

A)taking up a position as close to the speaker as possible
B)completing the speaker's sentences for him\her
C)expressing your feelings and identity
D)attending,encouraging and reflective listening

Question 29

Effective conversational listeners

A)acknowledge differences in perception
B)avoid communication barriers
C)have an awareness of the steps in a conversation
D)all of the above

Question 30

An effective listening approach

A)reflects the sender's purpose
B)deflects the sender's intended message
C)matches the listening approach to the listening purpose
D)is active,informational,evaluative and responsive

Question 31

The active listening method is most effective when

A)the listener wants to gain maximum enjoyment from the message
B)the listener wants to help the sender solve a problem,or to understand the content or feeling in a message
C)there is a conflict of interest between the listener and sender
D)there is a communication interaction with an unequal partner

Question 32

According to studies identified by DeVito 2001,in everyday communication events listening occupies approximately

A)25% of an individual's time
B)50% of an individual's time
C)75% of an individual's time
D)90% of an individual's time

Question 33

Proximity refers to

A)how people use their own personal space and the space of others
B)how people communicate and reflect the way they feel to others
C)a variety of cultures
D)orientation

Question 34

To achieve the optimum environmental factors for a communication outcome,organisations

A)encourage privacy,familiarity and security
B)put people at ease and match their expectations
C)spend time designing office space,factory layout and the sales area,and plan for conferences
D)produce 'noise' that acts as a barrier and interferes with communication

Question 35

A successful active listener

A)prevents pauses or silences from slowing the action
B)asks 'why' questions to help the speaker justify their actions
C)focuses attention and provides feedback
D)does not enable the speaker to find their own understandings and insights

Question 36

According to Hargie and his colleagues 1981,a crucial factor in interpersonal interaction is

A)mental alertness
B)the process of listening
C)being an equal partner
D)cultural similarity

Question 37

Inviting the speaker to speak more and to disclose their thoughts and feelings,without pressuring them,is

A)encouraging listening
B)focusing on the speaker
C)mirroring the message
D)empathising with the speaker

Question 38

The use of distance in communicating

A)includes both social and emotional distance
B)is constant from culture to culture
C)interferes with the relationship
D)all of the above

Question 39

By deciding not to put thought or care into such artefacts as one's clothes,personal accessories or appearance,the person involved is

A)communicating an attitude
B)maintaining neutrality in communicating
C)affected by personal economic conditions
D)not willing to be compromised by what others think of them

Question 40

Effective listening is achieved when

A)listeners hear sounds,interpret and attach meaning to the sounds in the message
B)listening occupies more time than any other communication activity
C)people know how to respond to the message
D)listeners concentrate and make an effort to be interested

Question 41

The basis of universal nonverbal messages is rituals stylised by a society rather than physiological change related to emotions.

Question 42

If the verbal message does not match the nonverbal communication there is a tendency to believe the verbal part of the message.

Question 43

The most effective way to start an assertive statement is for the speaker to inform the receiver of the behaviour that has caused the problem.

Question 44

Acceptable patterns of behaviour are established and modified by the responses of people within the society or group.

Question 45

The assertive 'I statement' is best indicated in which statements?

A)"I feel you don't respect me when…,What do you think I am? From now on you can…"
B)"When you…,I feel…,what I would like you to do in future is…"
C)"You mustn't treat me like this… You make me feel like…,I want you to…from now on"
D)"I have had enough of this treatment where you…,what I want you to do is…,I am disappointed in you behaving this way where you…"

Question 46

The purpose of feedforward is to

A)open the channels of communication and focus attention on the coming message
B)allow a person to say something about the message before it is sent
C)define the role of the message recipient
D)all of the above

Question 47

Listeners interpret the total message by combining the verbal and nonverbal messages.

Question 48

An example of a listening barrier generated by the listener is

A)common ground
B)inattentiveness
C)feedback
D)empathy

Question 49

Body movements are different from country to country.

Question 50

The total message is made up of words.

Question 51

People with the ability to decode the nonverbal communication of others find it harder to gain shared understanding than those who are unaware of the role of nonverbal communication.

Question 52

Personal nonverbal signals are universal among speakers.

Question 53

Feedback

A)is given exclusively by the listener
B)is received by the speaker and the listener
C)is received from the speaker
D)all of the above

Question 54

Usually,nonverbal communication is consciously observed unless it causes some confusion or doubt in the receiver.

Question 55

An example of a barrier generated by the speaker is

A)personality,mannerisms or the physical appearance of the speaker
B)the listener's tendency to judge
C)a willingness to hear only part of the message
D)preoccupation with other matters

Question 56

Inconsistencies between the verbal and nonverbal messages of someone from another culture may be acceptable norms within their culture.

Question 57

In universal nonverbal communication,the meaning is highly localised.

Question 58

According to Mehrabian's 1971 formula,facial expressions have the least impact on messages.

Question 59

Aggressive behaviour is most successful at achieving desired goals.

Question 60

The nonverbal message can contradict the verbal components.

Question 61

The purpose of feedforward is to preview the message and open the channels of communication.

Question 62

Avoid 'why' questions in communication because they can make the other person feel defensive.

Question 63

Reframing allows an issue to be considered from another perspective.

Question 64

Acceptable personal distance is similar across cultures.

Question 65

By paraphrasing,the listener simply repeats the information to the speaker.

Question 66

Listening is an unconscious response to a message.

Question 67

Discuss barriers to listening in diverse cultures and describe the behaviours of poor listeners.

Question 68

Reflective listening repeats to the speaker the content in the message,without the feeling.

Question 69

What do you understand the seven aspects of nonverbal behaviour to be?

Question 70

If in doubt about the intended message,listeners should check the meaning of nonverbal messages.

Question 71

Nonverbal behaviour can be interpreted without context.

Question 72

An effective listener is not accepting of others.

Question 73

The type of feedback and how it is given have an impact on interpersonal relationships and the communication climate in an organisation.

Question 74

A relationship is built on performance,by acknowledging,owning and expressing feelings as feedback.

Question 75

Discuss an active listening process and how it is achieved in a congested environment.

Question 76

The total feedback message consists of words,nonverbal aspects and questioning.

Question 77

A good listener is always willing to do more than listen.

Question 78

Successful 'I' statements interpret another person's conduct.

Question 79

Compare and contrast the informational,evaluative and conversational approaches to listening

Question 80

Discuss the nature of personal,cultural and universal nonverbal communication.How do cultural norms affect the nonverbal part of the message?