Deck 2: Improving Interpersonal Communications

Question 1

Barbara wants to be a more empathic listener.To do that, she needs to

A) practice patience and be nonjudgmental when listening.
B) take notes and ask reflecting questions.
C) listen primarily for facts and avoid semantic confusion.
D) question what is said but demonstrate agreement with it.

Answer 1

A

Question 2

For true communication to take place, the message must be understood by the person receiving it in the same way the sender intended it to be understood.

Answer 2

True

Question 3

Mark has arrived at the company picnic and is looking forward to mingling with his colleagues on the relaxing beach shore.He spots his boss near the grill and approaches to chat.In this situation, Mark should chat at a

A) personal distance of 18 inches to 4 feet.
B) personal distance of 4 to 12 feet.
C) social distance of 18 inches to 4 feet.
D) social distance of 4 to 12 feet.

Answer 3

D

Question 4

Terms like added value or job satisfaction are examples of clear, concise language, not subject to semantics.

Question 5

Raul is preparing to leave for a much-needed vacation and won't be able to answer his phone all next week.Raul should

A) temporarily disconnect his phone before he leaves.
B) still check his messages from a remote extension.
C) edit his greeting to inform callers of his absence and provide the extension number of another employee for urgent calls.
D) give out his personal cell phone number.

Question 6

Effective communication involves the sender, receiver, message, and

A) feedback.
B) filter.
C) semantics.
D) interpersonal communications.

Question 7

Because English is the dominant language in the global marketplace, employees do not need to adjust their communication style to accommodate the needs of those whose first language is not English.

Question 8

Rana has been promoted to Director.Many of her colleagues that worked with her when she was an assistant director may encounter challenges in working with her due to which filter?

A) Emotions
B) Role expectations
C) Nonverbal messages
D) Language and cultural barriers

Question 9

The use of e-mail

A) offers greater privacy of the messages than normal written correspondence.
B) is effective in building rapport.
C) is always the quickest way to communicate.
D) is most effective when it is clear and concise.

Question 10

Impersonal communication allows the person receiving the information to clarify vague or confusing information.

Question 11

When verbal and nonverbal messages match,

A) it is critical to maintain eye contact.
B) it gives the impression that you can be trusted.
C) people can become suspicious of your intentions.
D) the verbal message is dominant.

Question 12

Impersonal communication is the one-way transmission of facts, instruction, feelings, and the like.

Question 13

Rosa and Andrew are discussing a project over the phone.Rosa, as Andrew's boss, tells him she wants to "hit a home run" with it.Rosa means she wants a winner; Andrew thinks she means that she wants to drop the project and get as far away from it as possible.This misunderstanding is an example of the communication filter of

A) emotions.
B) role expectations.
C) semantics.
D) attitudes.

Question 14

Socialization influences women to use conversation as a way to

A) build and maintain relationships.
B) negotiate.
C) exchange information.
D) discover differences and uniqueness.

Question 15

Melinda, human resources director at Exceed, has noticed lately that several employees have been dressing inappropriately on Fridays.Melinda decides to revise the company's casual Friday policy and communicate it to employees by posting it on the company's e-bulletin board.This is an example of

A) horizontal communication
B) grapevine communication
C) interpersonal communication
D) impersonal communication

Question 16

In the beginning of Chapter 2, you were introduced to Maggie Jackson's thoughts about how today's distracting high-tech culture has significantly diminished our ability to focus.With this in mind, we must especially make efforts to improve our skills in

A) active listening.
B) critical listening.
C) efficient listening.
D) empathic listening.

Question 17

Critical listening involves a number of important skills, including

A) being patient.
B) analyzing presented information.
C) using words carefully.
D) demonstrating a listening attitude.

Question 18

Peter, marketing director at Shout, has been using PrintSmart products for years and feels that they have served Shout's marketing needs well.Beth, head of Shout's technology department, has discovered a new brand of products, TopPrint, and explains to Peter that she feels they should switch brands.Peter is having difficulty listening to Beth's perspective because of his favorable experience with PrintSmart.Peter's reaction to Beth is being filtered by

A) emotions.
B) role expectations.
C) gender bias.
D) attitudes.

Question 19

The most communicative element of nonverbal communication is an individual's

A) words.
B) tone.
C) personal space.
D) eye contact.

Question 20

William, VP of Operations, is talking via telephone with Javier, GM of the Mexico City plant, about an agreement William thought had been made several weeks ago.English is Javier's second language.What does the language difference represent that can make communication more complex?

A) Feedback
B) Filter
C) Message
D) Channel

Question 21

Tien is a middle-level manager.An employee is complaining about a company policy.Tien is being patient, accepting what the employee is saying without being judgmental.Tien is using ____________________.

Question 22

Differentiate between impersonal and interpersonal communication.

Question 23

E-mail is always the fastest form of communication.

Question 24

____________________ communication is a one-way process that transfers basic instructions such as instructions, policies, and data.

Question 25

Using an informal e-mail address such as [e-mail] is appropriate in the business setting because it seems unintimidating.

Question 26

Provide a few examples of nonverbal messages and describe how they affect the communication process.

Question 27

Eye contact, facial expressions, gestures, and personal space are all examples of ____________________.

Question 28

Gestures are a transnational means of communicating, in that they have the same or universal meaning across cultures.

Question 29

After an initial surge, the use of telecommuting has dropped significantly over the last five years.

Question 30

Boys maintain relationships primarily through activities and perceive conversation as a form of competition.

Question 31

Hearing and listening are both innate abilities.

Question 32

Maria was recently promoted to management and discovers that some of her coworkers don't take her suggestions seriously.Her communication may be filtered by ____________________.

Question 33

Identify the continuous loop of communication and five filters that interrupt the loops.

Question 34

Benefits of active listening can be stronger relationships, more and new information, and fewer misunderstandings.

Question 35

When a speaker's verbal and nonverbal messages are conflicting, others tend to believe the verbal message.

Question 36

The use of repetition, careful selection of words, and consideration of the timing of a message are all effective ways to improve personal communication.

Question 37

The sender is 100 percent responsible for clear and effective communication.