Deck 2: Interpreting Communication

Question 1

List and describe the five categories of nonverbal communication.

Answer 1

Student responses will vary. The five categories of nonverbal communication are:
a) Paralanguage - It is nonverbal communications through factors such as tone, pitch, quality, rate of speech, laughing, crying, belching, and even hesitating or sighing. Paralanguage can help reinforce a verbal message.
b) Body language, or kinesics - It is the gestures, movements, and mannerisms by which a person communicates with others. Physical attributes such as appearance, facial expressions, eye contact, and posture all contribute to kinesics or body language.
c) Environment - Environmental factors of nonverbal communication include objects in our surroundings or the surroundings themselves.
Touch or haptic communication - It is a primary method for achieving connection with people, indicating intention, or expressing emotion. Like other factors of nonverbal communication, the use of touch is culturally bound.
d) Space - It is the physical distance maintained with others. How you use space to communicate depends upon cultural norms, your relationship with the receivers of your communication, and the activities involved.

Question 2

Explain with an example how you might convey conflicting signals while communicating with another person.

Answer 2

Student responses will vary. Messages are made stronger when both the verbal and the nonverbal communications convey the same thing. Sometimes, subconsciously, we send two distinctly different messages. For example, when discussions become emotionally driven, one participant may say to the other, "You're angry." Immediately, the other emotionally charged participant shouts, "I'm not angry!" Here there is a conflict between what is actually said and the volume and tone of the voices. Another common example is that of a quiet, preoccupied, and withdrawn person. When asked if anything is wrong, the person insists he or she is fine. Depending on the circumstances, most questioners would either leave the person alone or ask more questions. The person who answers the question by saying, "I am fine," however, does nothing to alter the questioner's view that something is wrong.

Question 3

List and explain the five listening components from The Listening Model.

Answer 3

Student responses will vary. Listening has five components: hearing, listening, interpreting, retaining, and recalling. Hearing is the physical ability to perceive sounds. Listening is the act of filtering out distractions to allow you to comprehend the meaning of sounds. Interpreting is analyzing the sounds that you comprehended. Retaining is the act of remembering the interpreted sounds for later use. Recalling is the act of using retained and interpreted sounds. All five components together represent The Listening Model.

Question 4

Explain the difference between passive and active listening. When is each type of listening appropriate?

Question 5

Discuss any five barriers to listening and how you could overcome them.

Question 6

Lenny is attending a training session on how to achieve work-life balance. Discuss the steps he can follow to ensure that he has retained the content of the speaker's message.

Question 7

Discuss the ways in which you can prepare yourself physically and mentally to listen attentively to a speaker at a training session.

Question 8

List and discuss, with examples, five ways in which you can use nonverbal cues to show speakers that you are listening to them.

Question 9

List the five steps you should follow when previewing material before taking notes.

Question 10

Describe the points to remember when you are rereading and reviewing your work.

Question 11

Sharon's boss is giving her some feedbacks about her missed deadlines over the past few months. Sharon is not open to feedbacks and sighs at repeated intervals because she is resistant to what her boss is saying. Sharon's nonverbal communication is an example of _____.

Question 12

_____, as it relates to nonverbal communication, is the physical distance maintained with others.

Question 13

For North Americans, the distance of 18 inches to 3 feet, used for casual and friendly conversations, is known as _____.

Question 14

A handshake is an example of _____ communication.

Question 15

_____ is hearing something with thoughtful attention.

Question 16

_____ noise includes distractions such as pain, fatigue, hunger, worry, or a personality conflict with the speaker.

Question 17

In the listening model, _____ is the act of using retained and interpreted sounds.

Question 18

A(n) _____ is a meeting held by means of advanced telephone and sometimes computer technology that enables people from several locations to participate simultaneously.

Question 19

_____ refers to understanding the content of the reading material.

Question 20

_____ refers to remembering the content of the reading material.

Question 21

Which of the following isnot an example of nonverbal communication?

A) maintaining eye contact
B) facial expressions
C) asking questions
D) taking notes

Question 22

_____ is nonverbal communication through factors such as tone, pitch, quality, rate of speech, laughter, tears, belches, and even hesitation or sighs.

A) environment
B) kinesics
C) paralanguage
D) haptic communication

Question 23

Andrea has been finding it difficult to perform at work recently. Deborah, her boss, is concerned and calls her in for a one-on-one meeting. In the meeting, Andrea admits that she is going through a tough time because she is in the middle of a divorce. While talking, Andrea gets emotional. To demonstrate her understanding, Deborah reaches out and pats Andrea's hand. This action from Deborah is an example of

A) verbal communication.
B) paralanguage.
C) kinesics.
D) haptic communication.

Question 24

A large desk in a corner office with windows communicates high status within an organization utilizing which category of nonverbal communication?

A) environment
B) kinesics
C) space
D) paralanguage

Question 25

Which of the following is True of passive listening?

A) It is appropriate only when you listen for pleasure.
B) It requires a high level of concentration.
C) It is most appropriate in school or in the workplace.
D) It enhances the ability of a listener to retain vital information and signals.

Question 26

In the listening model, interpreting is the act of

A) filtering out distractions to allow you to comprehend the meaning of sounds.
B) using retained and analyzed sounds.
C) remembering analyzed sounds for later use.
D) analyzing the sounds that you comprehended.

Question 27

Dan had been nominated for a seminar on how to be a better manager. The night before the seminar, he had to stay up all night because his daughter was unwell. During the seminar, he was unable to listen attentively to the speaker due to concerns about his daughter's health. In this scenario, Dan's listening was affected by

A) internal noise.
B) external noise.
C) red noise.
D) flicker noise.

Question 28

Which of the following is considered to be a listening barrier?

A) Using filters while listening
B) Interrupting the speaker
C) Making eye contact with the speaker
D) Paraphrasing the content presented to you by the speaker

Question 29

Which of the following helps you retain the content of a speaker's message?

A) Sit facing away from the speaker
B) Take minimal notes
C) Ensure that the speaker knows whether you agree or disagree with him or her at every step of the speech
D) Identify the speaker's ideas and the connections among the ideas

Question 30

_____ is a way of delivering education or training anytime and anyplace-the teacher and leaner are separated by space, time, or both.

A) Distance learning
B) A lecture
C) A meeting
D) Note taking

Question 31

Imagine that your manager wants to talk to you about a project. Identify the nonverbal cue that you can use to let your manager know that you are listening to him or her.

A) Stand or sit facing away from your manager to help him or her feel more comfortable.
B) Do not take notes while talking to your manager because it gives the impression that you are distracted.
C) Give the manager your undivided attention so that he or she is comfortable.
D) Ensure minimum eye contact with your manager while he or she is talking.

Question 32

Rick is attending a training session on communication skills at work. The session is being conducted by a famous life-skills coach from another country. Rick is distracted by the speaker's accent and style of speaking because it is so different. In this situation, which of the following actions should Rick take to ensure that his listening is maximized?

A) He should maintain his mental focus on the speaker's message.
B) He should turn away from the speaker so that he can listen more carefully.
C) He should leave the training session.
D) He should maintain less eye contact so that he can listen more actively.

Question 33

Which of the following is a useful tip on taking lecture or meeting notes?

A) Do not write notes directly on handouts.
B) Try and take down everything the speaker says.
C) Ask questions if permitted.
D) Do not leave any margins or empty spaces in your notes.

Question 34

Fergie is attending a training session conducted by a senior executive at work. The room that the session is being conducted in is very large and brightly lit. To ensure that she gains the most from the session, Fergie should choose a seat

A) at the front and center of the room.
B) in a location amidst distracting sights and sounds.
C) in a dark area if the room has inconsistent lighting.
D) at the back of the room.

Question 35

Which of the following isnot a tip on taking lecture or meeting notes?

A) Listen for cues that something is important.
B) Leave a wide left-hand margin in your notes.
C) Use complete sentences, not phrases.
D) Begin a new page for each meeting or session.

Question 36

Which of the following is a strategy for previewing reading material?

A) Do not get distracted by the table of contents, headings, and other features.
B) Read each sentence carefully and make notes while doing so.
C) Read the first paragraph of the chapter, section, or article.
D) Do not get distracted by illustrations.

Question 37

Where is the main idea of a written paragraph usually found?

A) In the third line of the paragraph
B) In the footer
C) In the topic sentence
D) In the header

Question 38

Which of the following is a tip to follow when taking reading notes?

A) Use complete sentences.
B) Always take verbatim notes.
C) Do not use abbreviations.
D) Use pen rather than pencil.

Question 39

_____ is a way of delivering education or training anytime and anyplace.

A) Distance learning
B) Classroom training
C) Vestibule training
D) Close-to-the-job learning

Question 40

During her boss's presentation at a work conference, Patricia is bored and cannot help yawning and looking at her watch. Her behavior is an example of nonverbal communication.

Question 41

When nonverbal cues contradict verbal cues, people tend to trust their perception of the verbal cues over the nonverbal cues.

Question 42

Posture and physical appearance contribute to the kinesics category of nonverbal communication.

Question 43

With regard to spatial nonverbal communication, 7 feet and beyond is considered a public distance and is usually for public speaking.

Question 44

Haptic communication is not status-driven.

Question 45

The difference between passive and active listening is the level of the listener's involvement.

Question 46

External noise includes sounds from conversations, cell phones, radios, televisions, machinery, and so on.

Question 47

Having preconceived thoughts and opinions when listening to a talk is an example of a listening barrier.

Question 48

One reason listeners stop paying attention is that they hear faster than most speakers can speak.

Question 49

Paraphrasing refers to the organization of paragraphs in a textbook.

Question 50

While listening to a lecture, highlighting major points in your notes defeats the purpose of taking notes.

Question 51

Typing and printing your notes will make them easier to read, but this process will not help you learn the material.

Question 52

Messages are made stronger when both the verbal and the nonverbal communications convey the same thing.

Question 53

When reading technical material filled with new concepts and vocabulary, it may be necessary to read the material two or more times to fully comprehend it.

Question 54

One way to organize your reading notes is to make an outline.