Deck 8: Communication

Question 1

Which statement best exemplifies paraphrasing,a component of reflective listening?

A) I hear you saying that you are very upset about this problem and that you are not yet clear about what is causing it.
B) My sense is that you are feeling very upset about the problem and may be worried about the customer's reaction when you inform him.
C) Yes,I understand.
D) .What do you think if we do this to solve the problem with the customer?

Answer 1

A

Question 2

Which of the following factors would you use if you wanted effective performance in your organization?

A) power plays
B) interpersonal communication
C) grapevine communication
D) defensive communication

Answer 2

B

Question 3

According to the text,what does the study of managers' communication skills and performance infer about higher performing managers?

A) They were better and less apprehensive communicators than lower performing managers.
B) They had the same social cognitive abilities as the lower performing managers.
C) Their communication skills were no better than lower performing managers.
D) They had significantly greater social cognitive abilities than lower performing managers.

Answer 3

A

Question 4

Darlene will be speaking to her new employee about errors that have occurred.She wants to ensure that the employee clearly understands what is required to improve.Which is the most effective form of communication?

A) telephone
B) formal numeric report
C) face-to-face discussion
D) electronic mail

Question 5

Which statement is an example of affirming contact?

A) What I am hearing is that you do not understand the job.
B) Please repeat that statement.
C) Uh-huh,I see.
D) Are you saying that the work hours are too long?

Question 6

You are a supervisor who needs to communicate with several employees about below-standard or unsatisfactory work.What is the best way to send your message?

A) a telephone call
B) an e-mail message
C) a memo posted on a bulletin board
D) a memo followed by a face-to-face meeting

Question 7

What completes the message in interpersonal communication?

A) emotion
B) message
C) perceptual screens
D) feedback

Question 8

Sophie does not understand why an employee is not performing his job.She calls him in to have a discussion.According to your text,what is the appropriate process to solve this problem?

A) inform the employee of the problem,followed by the action to be taken and the expectations
B) carefully listen to the employee and then offer constructive criticism
C) carefully listen to the employee and then tell him what your decision is
D) carefully listen to the employee and repeat back what you are hearing

Question 9

Generally,what type of supervisors are those who express their thoughts,ideas,and speak up at meetings?

A) Type B personality
B) Type A personality
C) introverts
D) extroverts

Question 10

What element of the communication model contains the thoughts and feelings the communicator is attempting to elicit in the receiver?

A) the information
B) the data
C) the message
D) the feedback

Question 11

Which of the following best describes a perceptual screen?

A) a window through which we interact with people that influences the quality,accuracy,and clarity of our communication
B) information fed back that completes two-way communication
C) the thoughts and feelings that the communicator is attempting to elicit in the receiver
D) the ability of a medium or channel to elicit or evoke meaning in the receiver

Question 12

Which statement is an example of interpersonal communication?

A) Sonia is looking to develop shared meaning with Farooq.
B) Sonia assists Farooq with interpreting the statistical data.
C) Sonia considers a response pattern to demonstrate shared meaning.
D) Farooq is applying a perceptual screen.

Question 13

You are a supervisor.An employee approaches you to express thoughts and feelings about a problem,and exhibits some associated anxiety or discomfort.What do you do?

A) paraphrase the employee's expressed thoughts and feelings
B) clarify the employee's implicit thoughts and feelings
C) affirm contact with the employee
D) reflect the employee's core feelings

Question 14

What medium is considered high in rich information?

A) flyer
B) telephone
C) personalized memo
D) electronic mail

Question 15

A supervisor sends a message to employees who comprise a diverse workgroup.What should both the sender and the receivers be sensitive to?

A) the verbal characteristics of the message
B) non-feedback
C) perceptual screens
D) the informal communication channel

Question 16

You are a supervisor who manages more than 20 employees,each of whom occupies a different job.At a project meeting with eight of your employees,you want to discuss the importance of communication in your team and within the organization.What point would you emphasize?

A) Supervisory communication is normally one-way.
B) Face-to-face communication is inefficient.
C) Formal communication channels should be used at all times.
D) Communication evokes a shared or common meaning in another person.

Question 17

In the context of a communication message,what does "richness" refer to?

A) the number of analyzable elements in the message
B) the amount of data that can be sent via the medium
C) the ability of the medium to evoke meaning
D) the amount of feeling that is communicated

Question 18

You are a supervisor when an emergency situation occurs.How would you best communicate the emergency to staff?

A) by being sensitive to employees' feelings
B) by being an empathetic listener
C) by being fully informative to employees
D) by being directive and assertive

Question 19

Your boss speaks with you about a significant production problem within the plant.During the conversation,what response do you avoid?

A) asking questions for clarification
B) lack of feedback information to your boss
C) paraphrasing the concern being expressed
D) making eye contact

Question 20

Darwin paused to sort out his response before speaking to his employee.Why did Darwin pause?

A) to paraphrase expressed thoughts and feelings
B) to reach beyond the core feelings the speaker may be experiencing
C) to gather thoughts during times of thought or confusion
D) to affirm contact with the communicator

Question 21

Communication problems cause organizational problems and drain profitability.What could prevent about 20 percent of the problems?

A) two-way communication
B) one-way communication
C) communication policy guidelines
D) lack of information

Question 22

Gordon is the VP of Operations.He rarely has the time or the interest in communicating with the first-line managers.What is the most significant barrier to communication in this situation?

A) status difference
B) lack common understanding
C) gender differences
D) cultural diversity

Question 23

What is an outcome of a defensive communication exchange?

A) strained working relationships
B) successful problem solving
C) task efficiency
D) a productive work environment

Question 24

What is a characteristic of nondefensive communication and behaviour?

A) passive
B) carefree
C) realistic
D) evasive

Question 25

When can nonverbal communication be used?

A) committee meeting
B) e-mail
C) telephone call
D) voice mail

Question 26

Which of the following zones would you engage in if you were interacting with other business associates?

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

Question 27

What is an effective method for reducing or overcoming communication barriers resulting from gender differences?

A) seeking clarification of meaning
B) using frequent metaphors
C) using face-to-face communication
D) using more technical terms with precise meanings

Question 28

Which statement is an example of nondefensive communication?

A) The cheque is in the mail.Don't call me again.
B) Mary is always late to meetings.
C) The report looks good but I need to talk to Dan about one recommendation before I approve it.
D) I sent the memo through intra-company mail.They must have lost it.

Question 29

What conveys as much as 65 to 90 percent of the content of a message?

A) numeric examples
B) tone of voice
C) written forms of communication
D) nonverbal communication

Question 30

Which zone of territorial space is appropriate for friends in North American culture?

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

Question 31

In which territorial space do individuals from Arabic countries prefer to interact?

A) intimate
B) extended
C) personal
D) public

Question 32

Catherine Crier is a news anchor for a major television network,and she has developed four basic rules to prevent defensive communication.Which of the following is an example of one of the rules?

A) create a physical separation
B) reflect core feelings
C) acknowledge the person's feelings
D) affirm contact

Question 33

You witness an incident at work where a supervisor loudly criticizes an employee in front of several other employees.Later,you learn that the employee didn't make any mistake.What was the supervisor's communication an example of?

A) paralanguage
B) dominant defensiveness
C) a territorial space violation
D) nondefensive communication

Question 34

Which field of study examines individuals' perception and use of space,including territorial space?

A) proxemics
B) kinesics
C) paraspacity
D) spatial differentiation

Question 35

Which of the following is a behaviour in passive-aggressive communication?

A) nonassertive defensiveness
B) subordinate defensiveness
C) dominant defensiveness
D) no defensiveness

Question 36

What percentage of meaning in a message can be conveyed by nonverbal communication?

A) 10 to 20
B) 25 to 40
C) 45 to 70
D) 65 to 90

Question 37

What is the cause of an individual attempting to manipulate and control others?

A) power play
B) raising doubts
C) labelling
D) put-down

Question 38

Which field of study examines seating arrangements and dynamics?

A) kinesics
B) paralanguage
C) proxemics
D) attitude

Question 39

A manager comments to her secretary,"Why is Nancy always hard to find when there is a deadline? She is a loafer." What defensive tactic does this statement represent?

A) regression
B) deception
C) labelling
D) misleading information

Question 40

What communication zone are North Americans typically most uncomfortable?

A) intimate
B) personal
C) social
D) public

Question 41

What generally results in a diminishing of tact and graciousness in communication?

A) face-to-face communication
B) computer-mediated communication
C) telephone communication
D) written communication

Question 42

What is the term for the study of body movements,including posture,in nonverbal communication?

A) proxemics
B) kinesics
C) posturics
D) paralanguage

Question 43

According to the textbook,what is an indication of anticipation?

A) smiling
B) pacing
C) rubbing your hands
D) drumming your fingers

Question 44

Two-way communication is faster and should be used in an emergency situation.

Question 45

Evoking a shared or common meaning in another person is called reflective listening.

Question 46

It is difficult to draw general conclusions about people's satisfaction with one-way versus two-way communication.

Question 47

A good reflective listener does not lead the speaker according to the listener's own thoughts and feelings.

Question 48

An important method for determining if a message has been received and understood is to solicit and examine feedback.

Question 49

What is a major difference between Facebook and Twitter?

A) One technology permits very private conversations while the other supports unsolicited contacts.
B) There is an unequal participation in both forms of technology.
C) One technology allows users to incorporate responses of any length while the other limits users to short responses.
D) One technology permits the joining of groups while the other uses only videos.

Question 50

Interpersonal communication is not central to health and well-being.

Question 51

What does communication technology significantly limit or eliminate?

A) written communication
B) nondefensive communication
C) dominant communication
D) nonverbal communication

Question 52

What tends to increase with the use of computer-mediated communication?

A) flaming
B) tact
C) stress
D) patience

Question 53

Which of the following contributes to positive healthy communication?

A) emotional competence
B) morality
C) ethics
D) leadership

Question 54

A communication medium low in richness might be good for sending numeric or factual data.

Question 55

What does research indicate about the relationship between crossing one's arms and performance?

A) an increase in nondefensive communication,which leads to personal integrity
B) an increase in persistence,which leads to better performance
C) an increase in personal integrity,which leads to strong ethical behaviour
D) an increase in positive healthy communication

Question 56

Which of the following best summarizes polyphasic activity?

A) studying seating arrangements
B) doing more than one thing at time
C) limiting tasks to only one at a time
D) studying space in nonverbal communication

Question 57

You want to facilitate direct and open communication in a conversation with another person.Where is it best to seat them?

A) inside your social distance zone
B) directly across from you
C) beside you,facing the same direction
D) across a corner of your desk from you or in a place where you will be at right angles

Question 58

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

Question 59

In today's office,what is a defining characteristic of policy manuals?

A) rarely in a written format
B) set out the operations and procedures for the organization
C) set out guidelines for decision making and rules of action
D) are a frequently used category of written communications

Question 60

Deana is watching her colleague closely.She is unsure if the individual is providing her with the correct information.What could be an indicator of her colleague lying or providing misinformation?

A) stuttering or stammering
B) rapid eye movement
C) rapid speech rate
D) inconsistencies in nonverbal cues

Question 61

Dynamic facial actions and expressions in a person's appearance are key clues of truthfulness,especially in deception situations.

Question 62

Match the following:
a.The characteristic of a communication medium or channel that evokes meaning in the receiver
b.Meaningful data
c.The content,thoughts,and feelings of the sender
d.Symbols and words used in meaningful communication
e.The person transmitting a message
Richness

Question 63

The balance between head and heart is achieved when a person displays positive emotional competence and is able to have a healthy internal conversation between his or her thoughts and feelings.

Question 64

New communication technologies may make people less patient with face-to-face communication.

Question 65

Match the following:
a.The characteristic of a communication medium or channel that evokes meaning in the receiver
b.Meaningful data
c.The content,thoughts,and feelings of the sender
d.Symbols and words used in meaningful communication
e.The person transmitting a message
Sender

Question 66

The absence of heartfelt communication in human relationships leads to loneliness and social isolation and is known as communicative disease.

Question 67

Match the following:
a.One's view of the world and its influence on interpersonal communication
b.A receiver's response to the message received from the sender
c.Feedback from receiver for purpose of checking accuracy of sender's message
d.A form of nonverbal communication
e.Repeating of a message using different words,or a form of oral shorthand
Paraphrasing

Question 68

Match the following:
a.The characteristic of a communication medium or channel that evokes meaning in the receiver
b.Meaningful data
c.The content,thoughts,and feelings of the sender
d.Symbols and words used in meaningful communication
e.The person transmitting a message
Message

Question 69

People's confidence in their ability to decode nonverbal communication is greater than their accuracy in doing so.

Question 70

Nonverbal communication can be as meaningful as factual information in conveying a message to someone.

Question 71

Women prefer face-to-face communication,whereas men are comfortable sitting side by side and concentrating on some focal point in front of them.

Question 72

Modern technologies may challenge our ability to maintain trust in relationships.

Question 73

Communication styles and channels are very similar for men and women.

Question 74

A paradox created by the new,modern communication technology lies in the danger that managers cannot get away from the office.

Question 75

Match the following:
a.The characteristic of a communication medium or channel that evokes meaning in the receiver
b.Meaningful data
c.The content,thoughts,and feelings of the sender
d.Symbols and words used in meaningful communication
e.The person transmitting a message
Language

Question 76

Match the following:
a.One's view of the world and its influence on interpersonal communication
b.A receiver's response to the message received from the sender
c.Feedback from receiver for purpose of checking accuracy of sender's message
d.A form of nonverbal communication
e.Repeating of a message using different words,or a form of oral shorthand
Reflective Listening

Question 77

Status differences can influence the content and manner in which a message is sent from a subordinate to someone higher in the organization.

Question 78

Defensive communication can be successfully confronted with factual information.

Question 79

When people from one culture view those in another culture through the lens of a stereotype,they are in effect discounting the individual differences within the other culture.

Question 80

Match the following:
a.The characteristic of a communication medium or channel that evokes meaning in the receiver
b.Meaningful data
c.The content,thoughts,and feelings of the sender
d.Symbols and words used in meaningful communication
e.The person transmitting a message
Information