Deck 11: Communication, Negotiation, and Conflict Resolution

Question 1

Which communication style is viewed by some mental health professionals as a protective mechanism that compensates for a person's own insecurities and by others as a form of bullying?
1) Submissive
2) Assertive
3) Nonassertive
4) Aggressive

Answer 1

4

Question 2

Which verbal communication-building technique is especially useful when the listener's perception or opinion differs from the speaker's, such as when a client is experiencing a psychotic episode and describes monsters that only he or she can see?
1) Asking clarifying questions
2) Reflecting feelings and emotions
3) Repeating what was just said
4) Acknowledging what was said

Answer 2

4

Question 3

Which nonverbal communication blocker can be a sign that the person is feeling attacked and trying to defend himself or herself?
1) Eye rolling
2) Arm crossing
3) Fidgeting
4) Deep, loud sighs

Answer 3

2

Question 4

The tone, pitch, volume, and diction used when delivering a message is referred to as which type of communication?
1) Verbal
2) Nonverbal
3) Paraverbal
4) Preverbal

Question 5

Which nonverbal technique can be used as a way to show disapproval but also is often used when a person is hurt by another and is trying in turn to hurt that other person?
1) Deep, loud sighs
2) Failure to make eye contact
3) Slouching, hunching, turning away
4) Failing to pay attention

Question 6

Which paraverbal communication builder is considered a communication vacuum that most people will not let continue for more than a few seconds?
1) Tone
2) Pitch
3) Volume
4) Silence

Question 7

Which communication style involves interpersonal behaviors that permit people to defend and maintain their legitimate rights in a respectful manner that does not violate the rights of others?
1) Submissive
2) Assertive
3) Nonassertive
4) Aggressive

Question 8

Which form of alternative dispute resolution is usually the last step before the dispute is taken to court for litigation?
1) Bargaining
2) Negotiating
3) Mediation
4) Arbitration

Question 9

Which verbal communication blocker sends the message that the other person is not respected and is untrustworthy?
1) Using sarcasm
2) Constant interruptions
3) Automatic defensiveness
4) Asking close-ended questions

Question 10

Which environmental communication blocker is one of the strong, primitive, natural emotions that help individuals protect themselves against a variety of external threats?
1) Grief
2) Stress
3) Anger
4) Anxiety

Question 11

Which of the following is a formal process that is used by groups of workers represented by a union or a negotiating body to solve workplace issues such as salaries, health-care benefits, safe work environment, and hiring practices?
1) Mediation
2) Collective bargaining
3) Binding arbitration
4) Nonbinding arbitration

Question 12

Which nonverbal communication blocker delivers the message that the listener is experiencing extreme boredom and cannot wait to leave?
1) Eye rolling
2) Arm crossing
3) Fidgeting
4) Deep, loud sighs

Question 13

Which of the following can send a message of reassurance when another person is communicating sadness, distress, or grief?
1) Eye contact
2) Light touch
3) Open posture
4) Positive facial expressions

Question 14

With which paraverbal communication blocker is the speaker often attempting to avoid confrontation, stress, intimacy, uncomfortable thoughts or feelings, or a difficult situation?
1) Threatening
2) Calling names
3) Hurling insults
4) Nonstop, rapid talking

Question 15

Many experts believe that which communication style is a protective mechanism that helps insecure people maintain their self-esteem by avoiding negative criticism and disagreement from others?
1) Submissive
2) Assertive
3) Nonverbal
4) Aggressive