Question 1

When one plant was closed due to a merger, employees were forced to move to another and take substantial cuts in their hourly wage. Managers should engaged in ____ as employees described the forced changes in their lifestyles.
A) empathetic listening
B) positive feedback
C) reactive communication
D) dyadic communication
E) coaching

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 2

____ is feedback that is disapproving without any intention of being helpful and almost always causes a negative or defensive reaction in the recipient.
A) Unsolicited feedback
B) Bureaucratic feedback
C) Destructive feedback
D) Administrative feedback
E) Judgmental feedback

Accepted Answer

Destructive feedback is disapproving and negative without any intention of being helpful. It often causes a negative or defensive reaction in the recipient, and can be harmful to their self-esteem and motivation. This type of feedback is not constructive and should be avoided.

Question 3

In which of the following cases would written communication be preferable to oral communication?
A) when immediate feedback is needed
B) when messages are complex and ambiguous
C) when messages are emotion laden
D) when messages are straightforward
E) when paralanguage is required

Accepted Answer

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

Question 4

Which of the following statements about hearing and listening are true?
A) Hearing and listening are synonyms.
B) Hearing is the act of perceiving sounds, while listening is the act of making a conscious effort to hear.
C) Hearing and listening both require paralanguage during communication transmission.
D) By definition, listening is passive, and hearing is active.
E) Listening is an involuntary behavior, and hearing is a voluntary behavior.

Accepted Answer

By definition, listening is active, and hearing is passive. Listening is a voluntary behavior, and hearing is an involuntary behavior. By definition, hearing is not influenced by paralanguage.

Question 5

____ is a technique of assuming half the responsibility for successful communication by actively giving the speaker nonjudgmental feedback that shows you've accurately heard what he or she said.
A) Hearing
B) Dyadic communication
C) Active listening
D) Empathetic listening
E) Synergistic communication

Accepted Answer

The given technique is known as active listening, which involves actively giving the speaker nonjudgmental feedback to ensure accurate understanding of the message being conveyed. Option A refers to the basic physiological process of perceiving sound, option B pertains to communication between two individuals, option D involves understanding and sharing the feelings of the speaker, and option E refers to communication that leads to greater productivity or outcomes than individual efforts.

Question 6

For some time, researchers have known that deceptive answers have a slower onset than honest ones. In a job interview these characteristics would be examples of ____ that may help the interviewer evaluate the job applicants.
A) proxemics
B) kinesics
C) paralanguage
D) semiotics
E) pseudo-language

Accepted Answer

Paralanguage refers to the pitch, rate, tone, volume, and speaking pattern (i.e., use of silences, pauses, or hesitations) of one's voice.

Question 7

Which of the following statements about listening is true?
A) Most managers retain about 25 percent of what they hear.
B) Listening is a voluntary behavior.
C) Managers with better listening skills are more likely to be promoted.
D) Managers with better listening skills are rated as better managers by their employees.
E) All of these statements about listening are true.

Accepted Answer

The answer of Which of the following statements about listening...

Question 8

Managers generally like and use____ but are less receptive to using ____.
A) oral communication; written communication
B) written communication; oral communication
C) downward communication; horizontal communication
D) informal communication; formal communication
E) horizontal communication; downward communication

Accepted Answer

The answer of Managers generally like and use____ but are...

Question 9

The first thing that managers need to recognize when communicating feedback one-on-one to employees is that feedback can be ____.
A) constructive or destructive
B) bureaucratic or participative
C) regulated or unregulated
D) formalized or unformalized
E) extrinsic or intrinsic

Accepted Answer

Feedback can either be constructive, which helps the employee improve and grow, or destructive, which can demotivate or discourage them. It is important for managers to ensure that their feedback is constructive and useful for the employee's development. The other choices do not accurately describe the nature of feedback.

Question 10

____ is a technique of understanding the speaker's perspective and personal frame of reference and giving feedback that conveys that understanding to the speaker.
A) Reflective hearing
B) Symbiotic listening
C) Active listening
D) Empathetic listening
E) Nonconfrontational listening

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. It involves putting oneself in the speaker's shoes and identifying with their emotions and experiences to better comprehend their message.

Question 11

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. Rose's teacher used ____ to communicate dismay.
A) proxemics
B) kinesics
C) paralanguage
D) semiotics
E) pseudo-language

Accepted Answer

Paralanguage refers to the pitch, rate, tone, volume, and speaking pattern (i.e., use of silences, pauses, or hesitations) of one's voice.

Question 12

In empathetic listening, ____ is important because it demonstrates that you understand the speaker's emotions.
A) clarifying responses
B) reflecting feelings
C) paraphrasing
D) summarizing
E) listening attribution

Accepted Answer

The technique of empathetic listening uses statements such as "So right now you are feeling..." and "Do you feel a bit..."

Question 13

Feedback is more likely to be destructive than constructive when it is ____.
A) immediate
B) judgmental
C) influenced by situational contexts
D) problem-oriented
E) focused on specific behaviors

Accepted Answer

When feedback is judgmental, it tends to criticize or condemn the person rather than the behavior, making it destructive and discouraging. It can also lead to defensiveness and retaliation, hindering any potential for growth and improvement. Therefore, non-judgmental and descriptive feedback that focuses on specific behaviors and is problem-oriented is more likely to be constructive. Immediate feedback can be helpful, but it should be given in an appropriate situation and with a constructive approach. Situational context can also influence the effectiveness of feedback, but it should not be the determining factor in whether or not it is constructive.

Question 14

Clarissa is unable to do her job efficiently because her supervisor often interrupts her to ask irrelevant questions or to make unimportant comments. Clarissa is experiencing a problem with ____.
A) undefinable noise
B) the use of an incorrect communication medium
C) accepting feedback
D) encoding and decoding
E) the incorrect use of paralanguage

Accepted Answer

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

Question 15

In nonverbal communication, ____ is the pitch, rate, tone, volume, and speaking pattern (i.e., use of silences, pauses, or hesitations) of one's voice.
A) kinesics
B) proxemics
C) paralanguage
D) pseudo-language
E) semiotics

Accepted Answer

The definition provided specifically refers to paralanguage, which encompasses all aspects of vocal communication aside from the actual words spoken. Kinesics refers to body language, proxemics refers to spatial relationships, pseudo-language is not a recognized term, and semiotics is the study of signs and symbols.

Question 16

____ is feedback that is intended to be helpful, corrective, and/or encouraging and is aimed at correcting performance deficiencies and motivating employees.
A) Empathetic feedback
B) Participative feedback
C) Solicited feedback
D) Constructive feedback
E) Motivational feedback

Accepted Answer

Constructive feedback is intended to provide employees with guidance and encouragement to improve their performance, rather than simply pointing out their mistakes. It is aimed at helping employees understand where they are falling short and how they can improve, and it is delivered in a positive and constructive manner.

Question 17

Which of the following is one of the primary tasks faced by managers who want to improve organizational communication?
A) controlling kinesics
B) managing small group communication
C) managing organization-wide communication
D) eliminating the grapevine
E) maintaining vertical communication channels

Accepted Answer

Managers who want to improve organizational communication should work on both (1) one-on-one communication and (2) organization-wide communication.

Question 18

A manager, hired to make the company profitable, made sweeping changes in the company. This manager was guilty of belittling the efforts of his managers and making them feel incompetent. In other words, he engaged in ____.
A) reactive criticism
B) invalid feedback
C) unsolicited motivation
D) demotivational feedback
E) destructive feedback

Accepted Answer

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

Question 19

A company decided to solicit ____ from the company's best customers. From the information gathered, the company learned that it needed to modify its invoice form and that the sales staff needed to engage in more follow up.
A) empathetic feedback
B) participative feedback
C) solicited feedback
D) constructive feedback
E) motivational feedback

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 20

Rubylyn is a very enthusiastic person who has been hired to work as the personal assistant for an event planner. At first, Rubylyn was driving her supervisor to distraction because she was always interrupting him and asking him if he wanted anything. After some ____ with the event planner, Rubylyn better understood what her job entailed and became a valued employee.
A) valid feedback
B) constructive feedback
C) proactive criticism
D) conduit reconstruction
E) motivational feedback

Accepted Answer

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

Quiz 15: Managing Communication

When one plant was closed due to a merger, employees were forced to move to another and take substantial cuts in their hourly wage. Managers should engaged in ____ as employees described the forced changes in their lifestyles.

____ is feedback that is disapproving without any intention of being helpful and almost always causes a negative or defensive reaction in the recipient.

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

Which of the following statements about hearing and listening are true?

____ is a technique of assuming half the responsibility for successful communication by actively giving the speaker nonjudgmental feedback that shows you've accurately heard what he or she said.

For some time, researchers have known that deceptive answers have a slower onset than honest ones. In a job interview these characteristics would be examples of ____ that may help the interviewer evaluate the job applicants.

Which of the following statements about listening is true?

Managers generally like and use but are less receptive to using .

The first thing that managers need to recognize when communicating feedback one-on-one to employees is that feedback can be ____.

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

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. Rose's teacher used ____ to communicate dismay.

In empathetic listening, ____ is important because it demonstrates that you understand the speaker's emotions.

Feedback is more likely to be destructive than constructive when it is ____.

Clarissa is unable to do her job efficiently because her supervisor often interrupts her to ask irrelevant questions or to make unimportant comments. Clarissa is experiencing a problem with ____.

In nonverbal communication, ____ is the pitch, rate, tone, volume, and speaking pattern (i.e., use of silences, pauses, or hesitations) of one's voice.

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

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

A manager, hired to make the company profitable, made sweeping changes in the company. This manager was guilty of belittling the efforts of his managers and making them feel incompetent. In other words, he engaged in ____.

A company decided to solicit ____ from the company's best customers. From the information gathered, the company learned that it needed to modify its invoice form and that the sales staff needed to engage in more follow up.