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Communication

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Chapter 3 - Listening
Listening at Work
1. Dennis Hastert, former Speaker of the U.S. House of Representatives claimed, “They call me the Speaker, but they ought to call me the ___________.” A. Listener B. Moderator C. Facilitator D. Master of Ceremonies

2. Listening skill contributes to career success in all of the following aspects EXCEPT
A. your effectiveness in an organization
B. your upward mobility
C. your productivity
D. Effective listening skills contribute to all of these. 3. A survey of 1000 executives ranked _____________ at the top, as the ideal manager’s skill.
A. listening
B. conflict resolution
C. writing
D. public speaking

Barriers to Effective Listening
4. Conversational partners are typically able to interpret _____ of each other’s remarks accurately. A. 25 to 50% B. 10 to 20% C. about 75% D. 50 to 70%

5. Forty-eight hours after listening to a 10-minute presentation, the typical listener can recall ______ of the information presented. A. 10% B. 25% C. 50% D. 75%

6. Rhonda received a voice message marked “urgent,” but due to the poor quality of her phones’ speakers, she was not able to understand the message. Which barrier to listening does this problem represent?
A. communication channel barrier
B. attitudinal barrier
C. message overload
D. preoccupation

Listening Styles 7. Rodayne’s friends say he is an excellent communicator. His listening ability has helped him develop and maintain a number of positive relationships, and he is extremely sensitive to the feelings and ideas of others. Which listening style preference do Rodayne’s actions illustrate?
A. relational
B. analytical
C. task-oriented
D. critical 8. Dakota acts as the summarizer in her work team. After a proposal has been discussed for a few minutes, she summarizes the idea and then asks if the team is ready to move forward in implementing the proposal. She keeps the group on track, but she tends to gloss over any looks of concern or puzzlement. Dakota’s listening behavior represents the ____________ style of listening.
A. relational
B. analytical
C. task-oriented
D. critical 9. Hiro takes pleasure in exploring ideas during meetings. He likes to discuss an idea thoroughly, being sure that all the pros and cons have been systematically considered. Only after much debate is he willing to decide on a course of action. Hiro is demonstrating the _________________ style of listening.
A. relational
B. analytical
C. task-oriented
D. critical

Listening More Effectively
10. Mindless listening A. should be avoided at all costs. B. is a useful strategy when we need to tune out distractions that are not worthy of careful attention.
C. involves attending carefully to the message.
D. takes up so much of our energy that we can’t focus on those messages that are most important to hear.

11. Tyson’s instructor assigned him to listen to a political presentation on campus. According to your text, in which order should Tyson complete the necessary mental tasks? A. listen, understand, evaluate B. listen, evaluate C. evaluate, formulate a response, listen D. understand, listen, evaluate

12. Which of the following is NOT suggested by the text as a technique for effective listening?
A. When the sender pauses, seek clarification by restating her ideas in your own words.
B. Be sure you understand the other person’s ideas very well before you begin to evaluate them.
C. Give the person advice by asking leading questions such as: “Are you sure you’ve really tried every solution we talked about?”
D. When you are listening, hold back from making a wealth of comments.

Listening More Effectively: Listening to Understand
13. Which of the following is NOT suggested by the text as a technique for effective listening?
A. Avoid asking questions for clarification.
B. Turn off your cell phone ringer while you are interacting with others face-to-face.
C. Take notes to help you remember key points.
D. Attend to the sender’s nonverbal cues.

14. James and his classmates complain that their instructor doesn’t give clear instructions for their assignments. All of the following strategies could help these students EXCEPT
A. assuming that effective communication is always the sender’s responsibility
B. paraphrasing
C. asking clarification questions
D. taking notes

15. All of the following should be included in a telephone log except A. date and time the call was placed B. unsuccessful attempts to contact the person C. key points you and the other speaker made D. your evaluation of how sincere the other speaker was during the phone call

Listening More Effectively: Listening to Evaluate
16. An effective evaluative listener will ask all of the following questions except
A. “Do these ideas reinforce my current beliefs?”
B. “Do the examples represent the whole situation?”
C. “Are there any important exceptions that the speaker hasn’t pointed out?”
D. “Is the evidence true?”

17. When you are listening to evaluate, which of the following factors should cause you to hesitate about accepting the speaker’s proposal?
A. The speaker uses valid evidence.
B. The speaker has good credentials concerning this topic.
C. The speaker is emotionally involved with the topic he or she is trying to persuade you about.
D. The speaker backs up his or her claims with several well-researched examples. 18. Which was NOT suggested in the text to help you be a better evaluative listener?
A. Analyze the speaker’s supporting data.
B. Avoid asking questions for clarification.
C. Examine the speaker’s emotional appeals.
D. Seek to thoroughly understand the speaker’s ideas before you start evaluating them.

Chapter 4 - Verbal and Nonverbal Messages
Verbal Message: Clarity and Ambiguity
19. Which of the following terms represents words that have more than one common meaning?
A. annotative
B. judicious
C. jargon
D. equivocal

20. Equivocal misunderstandings occurs for all of the following reasons EXCEPT
A. Different professions sometimes have varying specialized meanings for the same term.
B. Various cultures interpret a term in different ways.
C. Some communicators use lower-level abstractions to clarify their meaning.
D. Regions within the U.S. may hold different meanings for a term.

21. A “low level abstraction” is
A. a specific, concrete statement that refers to observable objects or events.
B. a mathematical concept.
C. an element of equivocal speaking.
D. a legal brief.

Verbal Message: Inflammatory Language
22. The statement, “Omar has been nagging me about that job for two weeks” (as opposed to “Omar has inquired a few times about the status of that job.”) is an example of
A. biased language.
B. low-level abstraction.
C. denotative language.
D. verbal precision. 23. All of the following are expressed in biased language EXCEPT
A. Who are you trying to kid?
B. Let’s consider the consequences of this plan.
C. Well, that idea is a real winner.
D. What a hare-brained notion.

24. Biased language has all of the following characteristics EXCEPT A. paints a negative picture of its target B. generates negative feelings C. is concrete, measurable, and objective D. contains an evaluation

Verbal Message: Language and Identity Management
25. An example of a “more powerful” speech form is
A. “This meeting is running late, isn’t it?”
B. “That was truly quite marvelous!”
C. “We will submit our final report by 3 P.M. this afternoon.”
D. “What do you think should be considered next?” 26. An advantage of “powerful” speech is that it A. sounds considerate.
B. helps the speaker achieve relational goals.
C. tends to create a sense of good will.
D. creates an impression that you are a person with authority and conviction.

27. Which is a typical outcome of using “less powerful” speech?
A. It sounds considerate and may help the speaker improve relationships.
B. It creates the impression that the speaker highly competent.
C. It demonstrates conviction.
D. It tends to alienate co-workers.

Nonverbal Communication: Characteristics of Nonverbal Communication
28. Nonverbal messages
A. are better than verbal messages.
B. are a good medium for expressing ideas precisely.
C. indicate a person’s feelings and attitudes.
D. are unambiguous.

29. Which of the following is NOT a characteristic of nonverbal communication?
A. It is ambiguous.
B. It cannot be avoided.
C. It primarily expresses feelings and attitudes.
D. It is virtually the same in all cultures.

30. Jeremiah wears torn blue jeans, sandals, and a muscle shirt to his interview for a job as a computer technician. A large tattoo is clearly visible on his neck. We can conclude that
A. the interviewer will assume that Jeremiah will be professional and well-organized on the job.
B. if Jeremiah answers the interview questions effectively, the interviewer will not pay attention to Jeremiah’s appearance.
C. Jeremiah’s appearance proves that he is sloppy and untrustworthy.
D. if the interviewer is negatively impressed by Jeremiah’s appearance, he is likely to attribute additional negative characteristics to Jeremiah.

Nonverbal Communication: Types of Nonverbal Communication
31. “When my boss talks to me in a deadly calm voice with a low pitch, slow tempo, and steady rhythm, I know she’s mad about something!” In this example, the employee identifies the supervisor’s feeling through an understanding of
A. paralanguage.
B. equivocal language.
C. jargon.
D. rapport talk. 32. The text explains that we can change the meaning of a word with a simple change of pitch or volume. This nonverbal characteristic is called
A. appearance.
B. paralanguage.
C. personal distance.
D. haptics.

33. All of the following are true concerning appearance except:
A. Attractive people are considered to be more likable.
B. Attractive people are considered to be more persuasive.
C. Attractive men are more likely to receive higher starting salaries than less attractive men.
D. The clothing you select has no impact on how others perceive you.

Chapter 5 - Interpersonal Skills

Interpersonal Skills and Success: Building Positive Relationships
34. In a recent survey of 1,000 personnel directors in the United States, the top characteristic identified for ideal management was:
A. the ability to work well with others on-on-one.
B. the ability to give public speeches.
C. training in technical skills.
D. an outgoing personality.

35. Which of the following is NOT a trait of an unpleasant co-worker?
A. being nosy about other peoples’ business.
B. delivering constructive criticism.
C. bad-mouthing others.
D. promoting one’s own contributions.

36. Which of the following is NOT a trait of an unpleasant co-worker?
A. bringing personal problems to work.
B. distracting others from their tasks.
C. focusing on work-related issues.
D. talking down to others.

37. The term “emotional intelligence” refers to
A. the ability and skill of interacting well with others.
B. a tendency of highly intelligent people to be emotionally imbalanced.
C. a belief that women are too emotional to be intelligent.
D. a person’s score on the personality questions found on most IQ tests.

38. Which of the following best describes the role of emotional intelligence in determining outstanding job performance?
A. Emotional intelligence has no impact on job performance
B. Emotional intelligence has less impact on job performance than cognitive IQ does.
C. Emotional intelligence and cognitive IQ have about the same impact on job performance.
D. Emotional intelligence has more impact on job performance than cognitive IQ does.

Interpersonal Skills and Success: Affirming Dignity
39. All of the following are true about workplace dignity EXCEPT
A. Workplace dignity arises from respectful communication.
B. Workplaces in which workers treat each other with respect tend to be more productive than those where workers treat each other disrespectfully.
C. Workplace dignity increases worker satisfaction but does not impact an organization’s productivity.
D. Absenteeism is higher in workplaces where employees do not treat teach other respectfully.

Interpersonal Skills and Success: Enhancing Organizational Climate
40. A positive organizational climate
A. can occur even if physical working conditions are uninspiring.
B. does not vary from one work group to another within the organization.
C. only occurs in Fortune 500 companies.
D. has little effect on customers.

41. The principal factor in shaping a communication climate is the
A. degree to which people feel valued.
B. level of compensation employees receive.
C. degree of human-relations training management has received.
D. number of messages sent and received.

Sharing Feedback: Giving Praise
42. When offering praise,
A. praise only with your own original comments; don’t relay praise from others.
B. praise only with broad sweeping generalizations.
C. praise consistently, even if you have to stretch the truth to do so.
D. praise steps of progress, not just perfection.

43. A guideline for giving praise effectively is:
A. Give praise as frequently as possible.
B. Wait until someone has done a task perfectly to give praise, because praising a person’s steps of progress is insincere.
C. Use specific compliments that help the receiver recognize the exact behaviors you appreciate.
D. Praise people only when they are present; don’t share compliments about people who are not present.

Sharing Feedback: Raising Difficult Issues
44. According to the text, which of the following is NOT recommended when you are attempting to establish confirming relationships with others in the organizational setting? A. Attempt to focus on problem solving.
B. Be as honest as possible.
C. Use evaluative “you” language.
D. Demonstrate concern for others. 45. Which of the following types of statements is likely to promote a supportive climate?
A. descriptive statements expressed in “I” language
B. statements that focus on identifying who is to blame for a problem
C. indifference to coworkers’ needs and challenges
D. conversations in which both parties accuse the other 46. Which of the following is the best example of descriptive, not evaluative, “I” language?
A. “I feel like you’re being mean to me.”
B. “I worry when you come home late.”
C. “I think your report was awful.”
D. “I’m sick of your antics.”

Sharing Feedback: Offering and Responding to Criticism
47. All of the following are characteristics of constructive feedback except: A. focuses on behavior. B. imposed. C. timed appropriately. D. descriptive.

48. If you were offering constructive criticism to an employee, which of the following would NOT be recommended?
A. Explain the value of the improvement to the employee.
B. Be sure to mention every detail that needs to be improved on.
C. Wait to deliver the criticism until you are certain you have the facts straight.
D. Offer to help the employee find a solution. 49. When you are delivering criticism, avoid
A. accepting partial responsibility for the problem
B. offering to help solve a problem, if appropriate.
C. commenting about the person’s personal life (unless their personal life has a proven impact on their work).

Dealing with Difficult People and Situations: Incivility
50. Incivility
A. consists of seemingly inconsequential, inconsiderate words and deeds that violate the conventional standards of workplace conduct.
B. is always aggressive.
C. has no impact on a company’s productivity.
D. has decreased in the 21st century.

51. All of the following could be examples of uncivil communication EXCEPT
A. an insensitive joke.
B. a false rumor.
C. withholding information.
D. telling a subordinate his or her behavior needs improvement.

52. How can you best show respect for individuals’ rights to pursue their own chosen approaches to spirituality in the workplace? A. Open each staff meeting with a few moments of silent prayer.
B. Encourage employees to display religious symbols on the office bulletin boards.
C. Visit your co-workers’ offices during lunch and share your religious pamphlets with them.
D. When others practice a religious belief that makes you feel uncomfortable, remove yourself from the situation without voicing your judgment about their belief.

Dealing with Difficult People and Situations: Bullying
53. Strategies used by bullies include all of the following EXCEPT A. controlling the resources that lead to success
B. presenting concrete examples of ways a subordinate can improve their performance
C. making threats
D. setting deadlines that are impossible to meet

54. Most bullies
A. move on to hassle new targets, after their initial target quits or is fired.
B. stop bullying once they know their victim feels frustrated.
C. are silenced by the boss before they can do much harm.
D. don’t succeed in making others look bad.

55. If you are the victim of a bully, one response that is never advisable is to
A. avoid the bully.
B. consider whether you might have unintentionally acted in a way that aggravates the bullying.
C. rationalize that you deserve the abuse.
D. confide in a trusted and influential co-worker.

Dealing with Difficult People and Situations: Sexual Harassment
56. “Quid pro quo” sexual harassment
A. occurs when an employee’s continued employment depends on their willingness to grant you sexual favors.
B. is a problem that exists only in people’s imaginations.
C. is the legal term for the punishment meted out to someone accused of harassment.
D. occurs when an employee experiences an offensive work environment, such as being stared at in a blatantly sexual way. 57. Various forms of sexual harassment can exist in any work setting. If Tony expected sexual favors from Judith in return for a promotion to assistant coordinator of the sales division, which type of sexual harassment would be involved?
A. sexual initiation
B. quid pro quo
C. work-environment hostility
D. This is not a form of sexual harassment.

58. Sexual harassment
A. may be initiated by men or women.
B. is unpleasant but not actually illegal.
C. was never noticed by women in the workplace before 1964.
D. involves only overt sexual behavior.

Managing Conflict: What Are Conflicts About?
59. Which of the following statements best describes job-related conflicts?
A. Conflicts should be avoided as much as possible at work.
B. Conflicts occur most frequently among less-intelligent employees.
C. Conflicts occur more frequently between managers and subordinates than between employees of equal authority.
D. Whether a conflict diminishes or improves organizational effectiveness depends on how the conflict is handled. 60. Reinhardt wants to keep the thermostat set at 65 degrees in the winter, while his roommate Peter wants to keep it set at 74. This conflict is primarily about
A. the topic at hand.
B. the process.
C. relational issues.
D. ego/identity issues. 61. Ashraf accidentally drops Ceil’s favorite glass vase, which crashes into fragments on the kitchen floor. Ceil screams, “You clod!” Ashraf retorts, “I didn’t drop it on purpose, you witch!” This conflict is focusing on
A. the topic at hand.
B. the process.
C. ego/identity issues.
D. reparation.

Managing Conflict: Approaches to Conflict
62. According to your text, which of the following is the best way to approach conflict?
A. collaboration
B. accommodation
C. compromise
D. The best choice of method varies according to the circumstances. 63. When a conflict arises in Rosie’s work group, she simply denies that a problem exists. Which of the following approaches to conflict is she using?
A. avoiding
B. accommodating
C. competing
D. compromising 64. Many people believe that _________ is the best approach to conflict because, in the short-term, you might get the results you want. However, this approach to conflict often results in a number of long-term costs.
A. avoiding
B. accommodating
C. competing
D. compromising

Managing Conflict: Handling Conflicts Constructively
65. The process in which two or more parties discuss specific proposals to obtain a mutually acceptable agreement is known as
A. conflict manipulation.
B. negotiation.
C. compromising.
D. conflict agreement. 66. Kristel has two free movie passes. She and Misha are involved in a heated negotiation over which movie they will go to see. Kristel gets angry and tears up the passes to teach Misha a lesson. Which of the following orientations toward conflict has Kristel adopted?
A. win-lose
B. lose-lose
C. compromise
D. win-win 67. Which is generally the most advantageous negotiation style for all parties involved?
A. win-lose
B. lose-lose
C. compromise
D. win-win

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...Heath Care Communication Methods HSC/320 L. Grant April 5, 2014 Stephen Southern Communication in health care is difficult to say the least. Within a nursing home there are different ages ranges, socioeconomic levels, literacy and cultures. As an Administrator of a local nursing home this issue is known first hand. The organization has just received notification that the organization is being purchased by a national group. Because of the new policies, many of the residents will be displaced. Some of the residents have difficulty communicating, have no family in the local area, and have not indicated that they approve the release of their medical information. As the administrator I must make arrangements for said individuals. A transition team as been assembled to effectively place each individual back into the community. Each individual will be assessed for placement back into the community. The transition team for placement will screen each individual identified with the potential to be displaced. Various forms of health communications will be used to complete this task. The screening team will consist of a Physician, RN, LSW, PT, OT, ST, the individual and or a family member/ power of attorney for said individual. The assessment will determine what supports the individual will need to live in the community or if he or she needs to be relocated to another nursing...

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Communication

...Our Aviation Engine Repair Center is not an exception and our organization uses a variety of tools in the process of communication but, in the course of time, we have eventually arrived to the necessity to use all media effectively so that the message could fit the media it is transmitted by. First of all, it should be said that, at the present moment, we use a variety of media which may be viewed as traditional and new ones. Among traditional media, or communication channels that are used in our Aviation Engine Repair Center may be named telephone and faxes. In fact, telephone is probably the most widely spread and used channel of communication within our organization. Basically, the communication process occurs by means of telephone between different units or departments of our company. For instance, the director can communicate with a head of the department using the telephone simply in order to find out the general information about the functioning of the department what it actually works at or what are the recent results of its work. Similarly, a head of the department can communicate with the manager in order to find out the details of some order the latter received from a customer, or vice versa, the manager can supply the head of the department with more detailed information about the order and demands of a customer. By the way, the telephone communication may be also external, when a manager communicates with a customer, for instance, that is also quite effective as it...

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...Communication is Key Jean A Jean-Rene BCOM/275 August 25, 2014 Communication is Key Communication plays an important role when delivering directions to employees, and trying to avoid misunderstandings. Misunderstandings can lead to errors that could have a direct impact on a company, implementing specific directions could avoid costly mistakes. Misunderstandings The sender was my supervisor, receiver was myself, the message was an idea for me to go and get the next rack of sausage by the white wall for packaging. The channel that my supervisor used was face to face. I had thought she said the right wall and it actually was the white wall, which caused me to bring the wrong rack. Listening closer to directions it could have been avoided. The communication process can be difficult if you are unsure of the directions, having two words, white and right sounding the same was the cause of the misunderstanding. The sender was my supervisor, receiver is myself, and the message was an idea for me to come into work an hour earlier on Friday, the channel she used was email. My supervisor had asked me if I was available to come in to work an hour early on a Friday, I told her she should email me to confirm Friday, I had gotten busy and forgot about the email and never checked. I learned that this could have been avoided if I would have remembered to check the email before Friday. The main cause of the misunderstanding was my forgetfulness of checking my email...

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...Technology and Communication Tammi Staub COM/295 October 19, 2014 Randi Barnes-Plante Technology and Communication I think that Southwest Airlines does an excellent job with their blog. It shows a very friendly atmosphere for not only travelers but also employees. To me it looks like they work very hard to keep a positive message at the front of the communication in their blog. I can’t say that I travel all that much, but after reading through some of the blog posts I would consider traveling with Southwest. Again there seems to be a lightness within the company that would be very welcoming. I am most interested in learning more about the company after reading and reviewing the blog. In today’s business world it is so important to stay in the front of the public’s eye. Creating a blog and Twitter account seems like the best thing to do. Especially in a world of smart phones. By putting their ideas and promotions out in a very open and public way they are able to reach a variety of people from many different cultures. I think it is very important for Southwest to continually think about their broad audience and develop messages that appeal to a wide variety of individuals. It is also very important to plan carefully what they are posting. Probably one way to effectively communicate is to consider the promotion that they may be offering and direct it to the type of audience that it would most benefit. Blogs seem like a...

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Communication

...Experts agree that good communication is one of the keys to being successful in today’s competitive job market. People must be able to communicate with each other on a daily basis to keep the work flowing in an orderly fashion, and to deal with work issues as they arise. Misunderstandings can lead to delays, which ultimately affect the productivity of the company. In the past decade, employers have been forced to cut back on the number of personnel in order to save money, and problems in productivity can be even more detrimental in a slim-downed work force. Communication in the 21st century is quickly evolving into one that involves less conversation, and more electronic sharing of information. While in the past, an employee might have a discussion with a co-worker face-to-face, today people tend to communicate via email or instant message. Either way, the old rules still apply regarding how to effectively communicate in the workplace. [pic][pic][pic] One of the most important components for successful interpersonal communication is clarity. People need to be able to understand what you are saying. This may seem obvious, but it is surprising how many people seem to think that excessive language makes them appear more intelligent and/or important. In conversation either in person or by phone, speak clearly, making your point quickly. Before you pick up the phone to make a call, have your points organized and be ready to answer questions if posed. If the person to whom you...

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