BUS-X204 Ch 2

Which of the following is an example of an effective reflecting statement?

"Is it fair to say that you think this is a reasonable suggestion for your company?"

Which is an effective reflecting statement?

"It sounds as if you feel that the pricing for this project is appropriate."

Select all that apply Which of the following are examples of judger statements?

"This is how we will take care of this issue. I do not want to discuss it further." "I am the only one here who knows anything about advertising, so there is no need to hear other opinions."

Select all that apply Which of the following are principles for managing business relationships effectively?

-Adapting communication to the preferred styles of others -Ensuring civility in the workplace

Select all that apply Which of the following are involuntary movements made by the eyes?

-CLEM(conjugate lateral eye movement) -dilated pupils

Select all that apply Which of the following statements about eye contact are true?

-Differences can be resolved more readily when participants make eye contact. -Those who achieve eye contact are more likely to build rapport and empathy.

Select all that apply Which of the following questions display a judger mind-set?

-Does anyone care about this? -Who caused this disaster?

Select all that apply Which of the following are among the eight guiding principles that Forni has recommended for improving civility?

-Get to know people around you. -Disagree graciously and refrain from arguing. -Listen to the voice of empathy.

Select all that apply Which of the following questions demonstrate a learner mind-set?

-How well does this new approach meet our goals? -How is this program beneficial?

Select all that apply Which statements about gossip are true? (Choose all that apply.)

-It is damaging in part because it erodes trust. -It is one of the most common types of incivility.

Select all that apply In which of the following situations would an extroverted professional likely perform more strongly than an introverted counterpart?

-Making cold calls to potential -clientsSpeaking at a press -conferenceNetworking at a party

Select all that apply Which of the following statements about communication technology are true?

-New opportunities for people to communicate are regularly created by technology. -Effective listening can be reduced if a person relies too much on communication technology. -Communication technology can be a barrier to effective listening.

Select all that apply Which of the following statements about lack of attention span in members of an audience are true?

-Some people simply do not have a long attention span -Attention span can be improved if a conscious effort is made

Select all that apply Which of the following statements about nonverbal communication are true?

-The meaning of nonverbal communication is less precise than verbal communication. -Nonverbal communication is mostly understood subconsciously and developed instinctively.

Select all that apply Which of the following are traits of great listeners?

-They anticipate how a speaker thinks. -They give speakers their full attention.

Select all that apply Which of the following are guidelines for developing your sight-reading abilities?

-You should consciously practice every day. -You should sight-read in clusters rather than in isolation.

Select all that apply Which of the following are common barriers to effective listening?

-a lack of patience -a lack of self-awareness -a short attention span

Select all that apply Which of the following are examples of nonlistening behaviors?

-advice-giving statements -judging -"me too" statements

Select all that apply What is civility?

-an extension of emotional intelligence -respect for other people's dignity and importance

Select all that apply Which of the following are skills of active listening, as described by Michael Hoppe?

-clarifying -holding judgment -sharing -paying attention

Select all that apply Givers should address which potential barriers to their performance resulting from empathy?

-emotional concern for others -availability -timidity

Select all that apply Which two of the following are essential aspects of clarifying in a conversation?

-ensuring you grasp others' perspectives -asking others to offer clarifying details about their thoughts

Select all that apply Which of the following are examples of incivility? (Choose all that apply.)

-failing to act with basic courtesy -failing to acknowledge the efforts of others -intruding on the privacy of others ignoring others

True or false: A study of hundreds of companies in North America found that up to about one-half of employees experience incivility at work every week.

-gossiping and talking behind a person's back -ridiculing a person's political or religious beliefs -frequently interrupting others

Sometimes people fail to reach the same understanding about what is being said. This can be caused by interference from which of the following?

-internal noise -external noise -lifetime experience

Select all that apply Which of the following are barriers to effective listening that managers often face?

-internal noise -lack of time

After experiencing intense anger, a person

-is more vulnerable to being provoked into anger again during the aftermath of the event. -can help ward off further incidents by practicing self-awareness. -continues to feel a lingering reaction for hours or days afterward.

Select all that apply After experiencing intense anger, a person

-is more vulnerable to being provoked into anger again during the aftermath of the event. -can help ward off further incidents by practicing self-awareness. -continues to feel a lingering reaction for hours or days afterward.

Which of the following are poor types of questions?

-leading questions -cross-examination questions -statements disguised as questions

Select all that apply In order to pay proper attention and demonstrate your eagerness to understand what another person has to say, which of the following should you do?

-lean forward -nod when appropriate

Select all that apply When basic worth and dignity are not acknowledged, people tend to feel

-less enthusiastic about cooperating with co-workers. -undervalued. -unwelcome.

Select all that apply Which of the following are elements of emotional intelligence?

-managing emotions -developing empathy -understanding emotions

Perspective-getting is sometimes challenging because people

-may hold self-contradictory views. -sometimes choose to hide their views.

Select all that apply Perspective-getting is sometimes challenging because people

-may hold self-contradictory views. -sometimes choose to hide their views.

Select all that apply Interpersonal communication includes

-negotiating the meaning of messages -messages sent between two or more people -exchanging mutual message

Select all that apply Which two of the following describe common nonlistening behaviors?

-prematurely deflecting attention from speakers -preventing speakers from fully stating their ideas

Select all that apply To increase self-awareness, it is helpful to

-recognize triggers and devise ways to handle them. -be in the habit of monitoring and analyzing feelings as they occur. -evaluate the way feelings have affected previous experiences.

Select all that apply It is important to behave with civility in the workplace because it

-sometimes calms a volatile situation. -indicates concern for others. -demonstrates good character.

Select all that apply Emotional hijacking happens when

-the brain perceives an incoming message as a threat -the emotional part of the brain triggers a flight-or-flight response

Select all that apply Which of the following are reduced by incivility in the workplace?

-the effectiveness of a company's leaders -employee job satisfaction -employee loyalty to the company

Select all that apply Givers should address which potential barriers to their performance resulting from empathy?

-timidity -emotional concern for others -availability

Select all that apply Which of the following are reasons why you might synchronize your body language with that of the person you are talking to?

-to show empathy for the other person -to make the other person more comfortable talking to you

Select all that apply People who are self-aware

-understand their own emotions as they occur. -know what makes them feel various emotions. -pay close attention to their internal states.

Select all that apply A person with good self-management skills will

-use both positive and negative emotions to meet goals. -exercise discipline to achieve long-term goals. -be aware of emotion as it is occurring and control it.

Select all that apply In interpersonal communication, noise is which two of the following?

1) Something that distorts the message being communicated. 2) Something that interrupts the message being communicated.

Which of the following situations describes emotional hijacking?

A person's behavior is controlled by emotion.

Which of the following is the best way to accurately interpret nonverbal signals?

Consciously learn to understand nonverbal signals from those with whom you frequently interact.

Which of the following is the biggest barrier to team effectiveness according to business professionals?

Ineffective communication

Which statement best describes perspective-getting?

It involves correctly understanding other people's views.

Which of the following best describes the clarifying aspect of active listening?

It involves ensuring you accurately comprehend what others mean.

How does Michael Hoppe define active listening?

It is "a person's willingness and ability to hear and understand."

Which of the following is true of listening?

It requires more effort than simply hearing.

Because Sandy works for a company that is a two-hour drive from her house, she telecommutes from a home office. She communicates with her colleagues via email, instant messaging, and phone calls, but she sometimes feels her ideas are not getting through to her colleagues. Which of the following is the most effective option that Sandy can implement to reduce barriers to effective listening?

She should go to the office from time to time to engage in face-to-face communication

Which of the following is a trait of the best business managers?

They understand that it is important to make time for listening.

True or false: A study of hundreds of companies in North America found that up to about one-half of employees experience incivility at work every week.

True

True or false: Some managers feel that listening endangers their authority, so they speak more and listen less.

True

You want to make your colleague feel comfortable talking to you. You notice that he generally sits back in his chair with his arms on the arm rests and legs crossed at the ankle. He usually wears a serious expression on his face but holds eye contact. Which of the following should you do to synchronize your body language and make him feel most comfortable?

You should look him in the eyes, give him adequate personal space, and sit with your legs crossed at the ankle to put him at ease.

People who are high in self-awareness are better able to manage upsetting situations because they

can identify the triggers that cause strong emotions

People who are high in self-awareness are better able to manage upsetting situations because they

can identify the triggers that cause strong emotions.

A person listens to someone speak, then tries to interpret what the speaker meant by those words. This process is called

decoding

When Anna tells Jim that she thinks another employee has been reading his private e-mail, Jim flies into a rage, accuses Anna of being the culprit, and says he never wants to work with her again. This behavior would be a case of which of the following?

emotional hijacking

In interpersonal communication, what does the term EQ mean?

emotional quotient

Understanding and relating to the needs of others is called

empathy

People with judger mind-sets often

have their minds made up before listening to the opinion of others

When two people send and receive verbal and nonverbal messages, it is called

interpersonal communication

When two people send and receive verbal and nonverbal messages, this is called

interpersonal communication

After explaining to the other members of the Spring Dance committee her ideas for decorating the gym, Calliope says, "That's my opinion on how we should decorate, but I'm curious to see what everyone else has come up with." In terms of communication theory, Calliope has made a ______ statement.

learner

Tina is a member of the bargaining team for the local teachers union. The team is currently negotiating a contract with the school district, and the two sides have different opinions on how the new contract should look. However, Tina is approaching the negotiations with an open mind and feels positive about the possibility of finding common ground and negotiating a deal that will please both sides. Tina is displaying a ______ mind-set.

learner

In order to make sure that you are really reflecting on and understanding what others are saying, you should

paraphrase what you are hearing

Active nonverbal communication is an essential part of

pay attention

Which of the following is the first step in active listening?

pay attention

Judger mind-set

people have their minds made up before listening carefully to others' ideas, perspective, and experiences.

One person is talking to another, but the words can barely be heard because of loud music playing in the background. This is an example of communication that is being affected by

physical

One person is talking to another, but the words can barely be heard because of loud music playing in the background. This is an example of communication that is being affected by ______ noise.

physical

Marcie works at a large law firm and is an introvert. In which of the following situations would Marcie feel most comfortable?

preparing documents to submit to the court

Active listening involves ______ the ideas and emotions of others.

reflecting

Being able to manage interactions successfully by using your knowledge of your emotions and the emotions of others is known as

relative management

When takers try to manipulate givers, givers should be ______ about their tendency to be emotionally concerned for others.

self-aware

When communication succeeds, the participants reach the same understanding about a feeling, thought, or idea. This is called

shared meaning

when communication succeeds, the participants reach the same understanding about a feeling thought, or idea. This is called:

shared meaning

Being able to interpret and perceive the meaning of nonverbal communication through careful observation and examination is known as

sight-reading

Which of the following views of listening is usually effective, especially in flat organizations?

that effective communication requires active listening

The tendency to seek support for and validation of our views is referred to as

the confirmation bias

In interpersonal communication, the term meaning refers to

the idea of feeling that a speaker intends to communicate

True or false: Wanting to help colleagues grow in their career objectives is an aspect of empathy.

true

Part of paying attention means trying to

understand everything said from the perspective of the speaker

Part of paying attention means trying to

understand everything said from the perspective of the speaker.

Learner mind-set

you show eagerness to hear others' ideas and perspectives and listen with an open mind.