Question 1

Rubylyn is a very enthusiastic person who has been hired to work as the personal assistant for an event planner.At first,Rubylyn was a distraction to her supervisor because she was always interrupting him and asking him if he wanted anything.After a discussion with the event planner,Rubylyn better understood what her job entailed and became a valued employee.Which of the following did her supervisor likely provide?

Accepted Answer

Constructive feedback is intended to be helpful,corrective,and/or encouraging.

Question 2

What can be said about managers with better listening skills??

Accepted Answer

Managers with better listening skills are rated as better managers by their employees because employees feel heard and valued when their managers actively listen to them. This can lead to higher employee satisfaction, better relationships, and improved productivity. While it is possible that managers with better listening skills may be promoted over those with poor listening skills, this cannot be assumed and is not always the case.

Question 3

What is the last step of empathetic listening?

Accepted Answer

The last step of empathetic listening is to respond with feelings and then facts, which shows understanding and validates the speaker's emotions.

Question 4

A few years ago,Gregory Maugeri,VP of sales and operations of Time Warner City Cable (TWCC)in New York,decided that the company should gather client testimonials.From the feedback gathered,TWCC learned that it needed to modify its invoice form and that the sales staff needed to engage in more follow-up.What type of feedback did Maugeri receive from clients?

Accepted Answer

Constructive feedback is feedback that is intended to be helpful,corrective,and/or encouraging,and is aimed at correcting performance deficiencies and motivating employees.

Question 5

Rose knew by the shrillness of her teacher's voice that she was really in trouble and would probably be placed in after-school detention.What did Rose's teacher use to communicate her dismay with Rose?

Accepted Answer

The teacher's tone of voice is a form of nonverbal communication, which is defined as any message sent without using words. Proxemics refers to the use of space and distance to communicate, and body language refers specifically to the use of facial expressions, gestures, and posture to communicate. Semiotics is the study of signs and symbols, which is not relevant to this scenario. Therefore, the best choice is C.

Question 6

Which of the following characteristics of feedback is more likely to be destructive than constructive?

Accepted Answer

Feedback that is judgmental, rather than objective or descriptive, is more likely to be destructive than constructive. This type of feedback can make the recipient defensive or feel attacked, rather than creating an environment for growth and improvement. Immediate, problem-oriented feedback is generally more constructive, as it allows the recipient to make changes and improve their performance or behavior. Contextual factors can also influence the effectiveness of feedback, but they are not necessarily destructive on their own.

Question 7

What is the term for feedback that is intended to be helpful,corrective,and/or encouraging,and is aimed at correcting performance deficiencies and motivating employees?

Accepted Answer

Constructive feedback is feedback that is given with the intention of being helpful, corrective, and/or encouraging. Its purpose is to identify areas where performance can be improved and provide suggestions for how to do so. The goal is to motivate employees to improve their performance rather than simply criticize them for their shortcomings. It is often used in performance evaluations and coaching sessions.

Question 8

What is the term for feedback that is disapproving without any intention of being helpful and that almost always causes a negative or defensive reaction in the recipient?

Accepted Answer

Destructive feedback is feedback that is disapproving without any intention of being helpful and can often cause a negative or defensive reaction in the recipient. It is not intended to help the recipient improve, but rather to criticize or tear them down. This type of feedback can be discouraging and demotivating.

Question 9

Clarissa is unable to do her job efficiently because her supervisor comes into her office every 15 minutes or so to ask irrelevant questions or to make unimportant comments.What is Clarissa experiencing a problem with?

Accepted Answer

The wrong communication medium is being used when the type of communication does not match the medium used.

Question 10

In which of the following cases would written communication be preferable to oral communication?

Accepted Answer

The answer of In which of the following cases would...

Question 11

Which technique assumes half the responsibility for successful communication by actively giving the speaker nonjudgmental feedback that shows you have accurately heard what was said?

Accepted Answer

Active listening assumes half the responsibility for successful communication by actively giving the speaker nonjudgmental feedback that shows you have accurately heard what was said.

Question 12

Which of the following is a primary task faced by managers who want to improve organizational communication?

Accepted Answer

Managing organization-wide communication is a primary task faced by managers who want to improve organizational communication. This includes ensuring that information flows smoothly and effectively throughout the entire organization, and that all employees have access to the information they need to perform their jobs effectively. While managing small-group communication and controlling feedback may be important tasks, they are not primary tasks in improving organizational communication. Eliminating the grapevine is also not a primary task, as it is often impossible to completely eliminate informal communication channels within an organization.

Question 13

Stan O'Neal was hired as the new CEO of Merrill-Lynch to make it profitable.As he made sweeping changes in the company,he was guilty of belittling the efforts of his managers and making them feel incompetent.What did O'Neal engage in?

Accepted Answer

Destructive feedback disapproves without any intention of being helpful and almost always causes a negative reaction in the receiver.

Question 14

Which of the following should managers first recognize when communicating feedback one-on-one to employees?

Accepted Answer

Managers should recognize that feedback can be either constructive, helping employees to improve their performance, or destructive, which can damage employees' self-esteem or discourage them from improving. This recognition will help them to frame their feedback in a way that is helpful and productive for the employee. The other options (bureaucratic/participative, regulated/unregulated, formalized/unformalized) are not as relevant for this situation.

Question 15

What should you do to be a better listener?

Accepted Answer

The text discussion of listening includes the following strategies for becoming a better active listener: (a)clarify responses, (b)paraphrase what has been said,and (c)summarize what has been said.Evaluating a message as you hear it can represent a barrier to effective listening,as can selective listening for particular aspects of the communication.

Question 16

In empathetic listening,what it is important to do to demonstrate that you understand the speaker's emotions?

Accepted Answer

This technique uses statements such as "So,right now you are feeling…" and "Do you feel a bit…?"

Question 17

Today,the average salary in Macon,Georgia,for assembly line workers is $13 an hour.Previously,however,assembly line employees at the Brown & Williams plant in Macon made $26 an hour.When that plant was closed due to a merger,which of the following should relocating managers have engaged in with employees as they described the forced changes in their lifestyles?

Accepted Answer

Empathetic listening is a technique of understanding the speaker's perspective and personal frame of reference and giving feedback that conveys that understanding to the speaker.

Question 18

Which of the following is a technique of understanding the speaker's perspective and personal frame of reference and giving feedback that conveys that understanding to the speaker?

Accepted Answer

Empathetic listening involves understanding the speaker's perspective and personal frame of reference and giving feedback that conveys that understanding to the speaker. Reflective hearing and active listening are similar techniques but do not necessarily involve conveying understanding back to the speaker in the same way as empathetic listening. Symbiotic listening is not a commonly recognized term in communication or listening skills.

Question 19

Managers generally like to use oral communication.Which of the following are they less receptive to using?

Accepted Answer

Managers are generally less receptive to using written communication as they prefer oral communication. However, this may vary depending on the specific manager and situation. Managers may also be less receptive to using upward communication, as it involves receiving feedback and input from subordinates, which may not always align with their own opinions and ideas. Horizontal communication (communication between colleagues at the same level) and formal communication (following predetermined channels and protocols) are not necessarily less receptive to managers.

Question 20

Which statement makes an accurate comparison between hearing and listening?

Accepted Answer

By definition,listening is active,and hearing is passive.Listening is a voluntary behaviour,and hearing is an involuntary behaviour.By definition,hearing is not influenced by nonverbal communication.

Quiz 15: Managing Communication