Chapter 2 - Interpersonal Communication
Which of the following are examples of the type of question that a highly self-aware communicator might ask? A. What strategy can I follow to stay focused when I begin to feel impatient in a presentation? B. With which type of audience do I feel the most impatience? C. Where can I cut my presentation when I begin to feel impatience toward the audience? D. How can I best express my frustrations to an audience that makes me feel impatient?
A and B
Which of the following statements are generally true of people with high emotional intelligence? A. They make up a majority of the high performers in the workplace. B. They earn more money than people with a low EQ. C. They work better alone instead of being part of a team. D. They avoid conflict because it upsets them too much.
A and B
Which of the following are examples of judger statements? A. "This is how we will take care of this issue. I do not want to discuss it further." B. "I disagree that we need to go that far, but maybe we can reach a compromise." C. "I am the only one here who knows anything about advertising, so there is no need to hear other opinions." D. "That is what I think we should do, but I would like to hear your ideas."
A and C
In interpersonal communication, noise is which two of the following? A. Something that interrupts the message being communicated B. Something that annoys either the speaker or the listener but does not interfere with communication C. A sound in the background that has no effect on the process of communication D. Something that distorts the message being communicated
A and D
Which of the following are barriers to effective listening that managers often face? A. Internal noise B. Rich visual cues C. Flat business organization D. Lack of time
A and D
Which of the following are involuntary movements made by the eyes? A. Dilated pupils B. Averting one's gaze C. Closing the eyes D. CLEM (conjugate lateral eye movement)
A and D
Which of the following are principles for managing business relationships effectively? A. Ensuring civility in the workplace B. Developing a controversial leadership role C. Encouraging self-touching gestures D. Adapting communication to others' preferred styles
A and D
Which of the following are true of leading questions? A. They are often seen as being dishonest. B. They focus on how to overcome business problems. C. They are intended to be rhetorical questions D. They are used to lead others to your way of thinking
A and D
Which of the following statements about nonverbal communication are true? A. Nonverbal communication is mostly understood subconsciously and developed instinctively. B. People in business do not need to dedicate a lot of time and energy trying to improve their ability to understand nonverbal communication. C. Nonverbal communication accounts for only a negligible amount of meaning in face-to-face business situations. D. The meaning of nonverbal communication is less precises than verbal communication.
A and D
Which of the following statements about sharing your ideas as a listener are true? A. It is a component of active listening. B. It is not expected or encouraged in most companies. C. It undermines the speaker's authority and is disrespectful. D. It is unfair not to share your thoughts and ideas.
A and D
In which of the following situations would an extroverted professional likely perform more strongly than an introverted counterpart? A. Networking at a party B. Making cold calls to potential clients C. Speaking at a press conference D. Listening to the ideas of others
A, B, and C
Interpersonal communication includes... A. Negotiating the meaning of messages. B. Exchanging mutual messages. C. Messages sent between two or more people. D. Listening to a recording of ocean waves.
A, B, and C
People often feel disrespected at the workplace when someone... A. Tells jokes about personal traits such as gender. B. Keeps glaring or displaying other unfriendly expressions. C. Makes insulting comments. D. Discusses items covered in the company's official code of conduct.
A, B, and C
People who are self-aware... A. Pay close attention to their internal states. B. Know what makes them feel various emotions. C. Understand their own emotions as they occur. D. Think about themselves constantly and tend to be oblivious to others.
A, B, and C
People with high self-management tend to be optimistic. This means they are likely to... A. Look to the future instead of the past. B. See failure as a learning experience. C. Respond to a crises by forming a plan of action. D. Overestimate their abilities and end up failing completely.
A, B, and C
The lack of civility by salespersons in a retail store can hurt the business because some customers... A. Will become angry and leave instead of purchasing merchandise. B. Will not tell employees about complaints that they have. C. Will fail to get the help they need to find the merchandise they want to buy. D. Will invent and tell lies about rude employees.
A, B, and C
Which of the following are reduced by incivility in the workplace? A. Employee loyalty to the company B. The effectiveness of a company's leaders C. Employee job satisfaction D. The amount of conflict within the organization
A, B, and C
Which of the following statements about communication technology are true? A. New opportunities for people to communicate are regularly created by technology. B. Effective listening can be reduced if a person relies too much on communication technology. C. Communication technology can be a barrier to effective listening. D. Communication technology such as mobile phones and email should be used as the primary or sole means of communication.
A, B, and C
In interactions, touch between strangers can positively impact which of the following? A. Connection B. Truthfulness C. Eagerness D. Loyalty
A, B, and D
Incivility in the work place can reduce an employee's... A. Productivity. B. Motivation. C. Desire to find another job. D. Tendency to help others.
A, B, and D
Sometimes people are uncivil because... A. They are not aware how deeply their rudeness hurts others. B. They do not care about how others perceive them. C. The rules of polite society are outdated and unrealistic. D. They come from a different culture where their behavior is acceptable.
A, B, and D
The most effective strategies for dealing with intense anger include... A. Temporarily stepping away from the situation. B. Writing about the feelings experienced and analyzing them. C. Reliving the incident that caused the anger. D. Reviewing the events rationally.
A, B, and D
The quality of message delivery can be diminished by which of the following? A. Psychological noise B. Physiological noise C. Pedantic noise D. Semantic noise
A, B, and D
When basic worth and dignity are not acknowledged, people tend to feel... A. Unwelcome. B. Undervalued. C. Motivated to work harder and prove their worth. D. Less enthusiastic about cooperating with co-workers.
A, B, and D
Which of the following are examples of physical noise in interpersonal communication? A. A scratchy, garbled cell phone connection. B. The clatter of dishes during a conversation in a restaurant. C. A severe headache that makes a person unable to think of words easily. D. Hard rain that prevents an athlete from seeing a coach's hand signals.
A, B, and D
Which of the following are reduced by incivility in the workplace? A. Employee loyalty to the company B. The effectiveness of a company's leaders C. The amount of conflict within the organization D. Employee job satisfaction
A, B, and D
Which of the following are skills of active listening, as described by Michael Hoppe? A. Holding judgement B. Hijacking C. Clarifying D. Sharing E. Initiating F. Paying attention
A, C, D, and F
After experiencing intense anger, a person... A. Continues to feel a lingering reaction for hours or days afterward. B. Should vent the emotion rather than attempting to suppress it, no matter where the person is. C. Is more vulnerable to being provoked into anger again during the aftermath of the event. D. Can help ward off further incidents by practicing self-awareness.
A, C, and D
The anonymity of modern society has contributed to a loss of civility because... A. People no longer expect to be ostracized for bad behavior. B. People prefer rude behavior over polite behavior. C. People are less apt to be part of a long-lasting community where everyone knows each other. D. It is easier to be rude and callous to a stranger.
A, C, and D
Which of the following are poor types of questions? A. Statements disguised as questions B. Solution-oriented questions C. Leading questions D. Cross-examination questions
A, C, and D
Which of the following are types of effective, learning-centered questions? A. Funnel questions B. Leading questions C. Rapport-building questions D. Probing questions
A, C, and D
Which of the following statements are true of poor questions? A. They can lead to less listening. B. They encourage active listening. C. They often reflect a judgmental mind-set. D. They can put the listener on the defensive.
A, C, and D
Which is an effective reflecting statement? A. "It sounds as if you feel that the pricing for this project is appropriate." B. "I do not think you truly understand the value I am offering you." C. "You will have a hard time finding a better deal." D. "Going with option B will be more expensive up front but will be cheaper overall."
A. "It sounds as if you feel that the pricing for this project is appropriate."
Which of the following would likely be the most appropriate candidate to hire if emotional intelligence is one of the requirements of the job? A. Candace attended her local college while working full time; she then held increasingly higher level positions at companies all over the world. B. Gertrude is an excellent and experienced manager but gets nervous easily when confronting difficult situations. C. Ahmed is a brilliant computer scientist who ran a one-man business for a decade. D. Simon finished at the top of his class and spent years conducting research overseas in remote, barely populated locations.
A. Candace attended her local college while working full time; she then held increasingly higher level positions at companies all over the world.
Which of the following is the best way to accurately interpret nonverbal signals? A. Consciously learn to understand nonverbal signals from those with whom you frequently interact. B. Isolate the nonverbal signals so you can interpret them without noise. C. Focus on single behaviors, such as a pointed finger or crossed legs. D. Know that all nonverbal messages are consistent with verbal messages.
A. Consciously learn to understand nonverbal signals from those with whom you frequently interact.
In order to make sure that you are really reflecting on and understanding what others are saying, you should.. A. Paraphrase what you are hearing. B. Use "me too" phrases. C. Adopt a judging stance. D. Ask rapport-building questions.
A. Paraphrase what you are hearing.
Mary is having a bad day at work and is feeling sad. She attends a team meeting in which the speaker is a colleague who has been rude to her in the past. Each time the speaker proposes a new idea, Mary immediately thinks, "That will never work." Mary's perception of the speaker's message is being influenced by ________ noise. A. Psychological B. Physical C. Semantic D. Physiological
A. Psychological
Being able to manage your interactions successfully by using knowledge of your emotions and the emotions of others is known as... A. Relationship management. B. Workplace incivility. C. Solution-oriented questioning. D. Nonverbal communication
A. Relationship management.
In interpersonal communication, the term meaning refers to... A. The ideas and feelings that a person intends to communicate to another person. B. The process of converting a thought into words or body language. C. All possible interpretation of a speaker's words, which varies depending on who is listening. D. What a specific listener believes a speaker said, regardless of the speaker's intention.
A. The ideas and feelings that a person intends to communicate to another person.
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? A. 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. B. You should email him since he is clearly not the type of person who wants to have conversations with others. C. You should smile broadly and make frequent physical contact through handshakes or back pats. D. You should sit as close to him as possible and lean forward so your face is close to his to show you are paying attention.
A. 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.
What is civility? A. Interaction that violates social norms B. Respect for other people's dignity and importance C. An extension of emotional intelligence D. The general behavior of people from advanced (civilized) societies
B and C
Which of the following are traits of great listeners? A. They incorporate many "me too" statements and draw attention away from the story. B. They give speakers their full attention. C. They anticipate how a speaker thinks. D. They employ exaggeration and either/or approaches to arguments.
B and C
Which two of the following describe common non-listening behaviors? A. Encouraging others to fully share feedback, concerns, and perspectives B. Preventing speakers from fully stating their ideas C. Prematurely deflecting attention from speakers D. Leaning forward and making eye contact with speakers
B and C
Emotional hijacking happens when... A. The logical part of the brain takes over, and the limbic system is neutralized. B. The emotional part of the brain triggers a flight-or-flight response. C. A person feels nothing in response to an incoming message. D. The brain perceives an incoming message as a threat.
B and D
Which of the following questions demonstrate a learner mind-set? A. Why can't you get this right? B. How is this program beneficial? C. Can't you think of a better solution? D. How well does this new approach meet our goals?
B and D
Which of the following statements about lack of attention span in members of an audience are true? A. The attention span of an individual cannot be improved past childhood. B. Some people simply do not have a long attention span. C. Any lack of attention in an audience is a sign of disrespect toward the presenter. D. Attention span can be improved if a conscious effort is made.
B and D
Which of the following statements about noverbal communication are true? A. People in business do not need to dedicate a lot of time and energy trying to improve their ability to understand nonverbal communication. B. Nonverbal communication is mostly understood subconsciously and developed instinctively. C. Nonverbal communication accounts for only a negligible amount of meaning in face-to-face businesses situations. D. The meaning of nonverbal communication is less precise than verbal communication.
B and D
Which of the following are examples of incivility? A. Refusing to commit to further responsibilities B. Failing to acknowledge the efforts of others C. Failing to act with basic courtesy D. Intruding on the privacy of others E. Ignoring others
B, C, D, and E
A person with good self-management skills will... A. Frequently indulge in short-term impulses. B. Be aware of emotion as it is occurring and control it. C. Exercise discipline to achieve long-term goals. D. Use both positive and negative emotions to meet goals.
B, C, and D
Emotional intelligence can often be improved by... A. Reading intellectually stimulating material, such as entries in an encyclopedia. B. Thinking about behavior and emotions. C. Using social gatherings to practice communication skills. D. Writing in a journal.
B, C, and D
To increase self-awareness, it is helpful to... A. Speak quickly and reveal everything you really think. B. Recognize triggers and devise ways to handle them. C. Be in the habit of monitoring and analyzing feelings as they occur. D. Evaluate the way feelings have affected previous experiences.
B, C, and D
Which are among Forni's recommendations for improving civility in society and the workplace? A. Indulge your inner child. B. Pay attention to small things. C. Keep a positive attitude. D. Slow down and be present in life.
B, C, and D
Which of the following would be effective ways to begin an effective clarifying statement? A. "You are failing to remember that..." B. "I'm not sure I understand..." C. "Who is responsible for..." D. "What are your thoughts on..." E. "Could you explain how..."
B, D, and E
Which of the following is an example of a judger statement? A. "I think you have a good start, but let's work together to find a solution that will get us to our goals even sooner." B. "You aren't keeping the needs of the client in mind. Why aren't you doing a better job of promoting their green initiatives?" C. "I understand where you're coming from, but I'm not sure that approach is appropriate in this case." D. "I'm not sure I understand your approach. Can you please explain how you think this will achieve our goals?"
B. "You aren't keeping the needs of the client in mind. Why aren't you doing a better job of promoting their green initiatives?"
Jerome is talking to his boss, Blanca, about a problem he is having with a project. Jerome has explained only part of the problem when Blanca jumps in and briefly tells him about how they can fix the issue going forward. Which guideline for providing advice did Blanca violate? A. Have a "we" conversation. B. Avoid giving advice too soon. C. Avoid giving heavy-handed advice. D. Be concise in your advice.
B. Avoid giving advice too soon.
Why is emotional intelligence necessary for managers and executives? A. Reason is ineffective in decision making. B. Emotions are felt before reasoning takes place. C. The rational part of the brain supersedes the emotional. D. Emotions form the basis of logical reasoning.
B. Emotions are felt before reasoning takes place.
Understanding and relating to the needs of others is called... A. Ennui. B. Empathy. C. Benevolence. D. Introspection.
B. Empathy.
In the business world, one of the most symbolic shows of friendship, camaraderie, hospitality, greeting, and shared purpose is the... A. Video conference. B. Handshake. C. Group hug. D. Off-site meeting.
B. Handshake.
How does Michael Hoppe define active listening? A. It is "a person's ability to anticipate how a speaker thinks and feels." B. It is "a person's willingness and ability to hear and understand." C. It is "a person's physical responses to the sound of a speaker's words." D. It is "how well a person is able to suspend judgement of another's words."
B. It is "a person's willingness and ability to hear and understand."
Active nonverbal communication is an essential part of... A. Hearing another person's words. B. Paying attention. C. Blocking internal noise. D. Focusing on either/or approaches.
B. Paying attention.
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. A. Psycological B. Physical C. Semantic D. Physiological
B. Physical
Cross-examination questions often abruptly end conversations because they typically... A. Are often seen as being dishonest. B. Question the credibility of others. C. Are actually opinions disguised as questions. D. Lead others to your way of thinking.
B. Question the credibility of others.
Quinn recounts a story about a time she was accused of misplacing some work files and how the situation escalated into a serious situation. Olivia had been through a similar experience. In which of the following ways should Olivia respond? A. She should compare Quinn's story to her own in an email. B. She should be careful not to draw attention away from Quinn's story to her own. C. She should not share her own story with Quinn. D. She should interrupt Quinn's narrative and tell her own "me too" story.
B. She should be careful not to draw attention away from Quinn's story to her own.
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? A. She should report the problem to her manager, and her manager should address the issues with the colleagues. B. She should go to the office from time to time to engage in face-to-face communication. C. She should invest in a higher-quality microphone for her computer. D. She should quiz her colleagues with individual follow-up emails to determine if her colleagues were listening.
B. She should go to the office from time to time to engage in face-to-face communication.
Being able to interpret and perceive the meaning of nonverbal communication through careful observation and examination is known as... A. Building rapport. B. Sight-reading. C. A barrier to effective listening. D. Cross-examination.
B. Sight-reading.
In active listening, restating what you believe the speaker's major themes are in order to demonstrate your comprehension of the conversation's main points and major direction is known as... A. Judging. B. Summarizing. C. Reflecting. D. Clarifying.
B. Summarizing.
When takers try to be manipulative givers, givers should be ________ about their tendency to be emotionally concerned for others. A. empathetic B. self-aware C. precise D. motivated
B. self-aware
Defensiveness can... A. Show a lack of emotion. B. Be a reflecting statement. C. Cause emotional hijacking. D. Be a learner mind-set.
C. Cause emotional hijacking.
Dan's main priorities at his job are to keep projects and employees organized, productive, and on budget. Dan's motives would best fit which of the following motives in the motivational value system? A. Nurturing B. Competing C. Directing D. Autonomizing
C. Directing
Solution-oriented questions are asked in the hopes of... A. Breaking a problem into pieces to be solved individually. B. Guiding others to your way of thinking. C. Finding an answer to a business problem. D. Finding contradictions in what others have said.
C. Finding an answer to a business problem.
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 cup with." In terms of communication theory, Calliope has made a ________ statement. A. Listener B. Receiver C. Learner D. Judger
C. 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 ________ mindset. A. Defending B. Advice-giving C. Learner D. Judger
C. Learner
Emotional hijacking could typically lead to all the following behaviors except... A. Shouting angrily and ignoring what another person is saying. B. Becoming detached from an upsetting person who could have been a valuable business contact. C. Responding calmly and logically to a personally critical remark someone has made. D. Listening in silence in a meeting instead of saying what needs to be said.
C. Responding calmly and logically to a personally critical remark someone has made.
A supervisor tells an employee, "Send me a memo as soon as possible." The employee finishes the important project she was working on and then writes the memo when she has free time. She believes this was "as soon as possible." The supervisor is angry because the employee did not write the memo immediately. This is an example of communication disrupted by... A. Physiological noise. B. Physical noise. C. Semantic noise. D. Psychological noise.
C. Semantic noise
Which of the following views of listening is usually effective, especially in flat organizations? A. That strong leaders need to do most of the talking. B. That leading requires a command-and-control approach. C. That effective communication requires active listening. D. That listening too much indicates indecisiveness.
C. That effective communication requires active listening.
In interpersonal communication, the term meaning refers to... A. All possible interpretations of a speaker's words, which varies depending on who is listening. B. What a specific listener believes a speaker said, regardless of the speaker's intention. C. The ideas and feelings that a person intends to communicate to another person. D. The process of converting a thought into words or body language.
C. The ideas and feelings that a person intends to communicate to another person.
Tracey has been a flight attendant for decades. She is working the main cabin but is accustomed to working the first-class cabin. She worked back-to-back flights and is tired. As the passengers board, Tracey notices several crying babies and many over sized pieces of luggage. Still, she pastes a smile on her face and nods to passengers. In this situation, which of the following statements is most likely true? A. Tracey is excited about her day. B. The passengers feel Tracey is mocking them. C. Tracey's smile is forced and not genuine. D. Tracey is displaying fear.
C. Tracey's smile is forced and not genuine.
Part of paying attention means trying to... A. Give as much advice as you possibly can. B. Question the sender's ideas during the communication. C. Understand everything said from the perspective of the speaker. D. Follow up on action items after the conversation.
C. Understand everything said from the perspective of the speaker.
Opinions that are expressed in the form of a question are referred to as... A. Leading statements. B. Rapport-building questions. C. Solution statements. D. Disguised statements.
D. Disguised statements
Which one of the following statements best describes the way emotional intelligence plays a role in business? A. EQ enables a person to anticipate sources of stress in order to avoid them. B. EQ helps managers recognize when they should delegate responsibilities to someone else. C. EQ always enables a person to prevent experiencing emotional responses to stress. D. EQ allows a person to think clearly and be effective in stressful situations.
D. EQ allows a person to think clearly and be effective in stressful situations.
In interpersonal communication, what does the term EQ mean? A. Extremely qualified B. Equality in the workplace C. Educational quotient D. Emotional quotient
D. Emotional quotient
When two people send and receive verbal and nonverbal messages, it is called... A. Mutual telepathy. B. Humanized verbal processing. C. Transpersonal messaging. D. Interpersonal communication.
D. Interpersonal communication.
Which of the following best describes the clarifying aspect of active listening? A. It involves adopting a judge mind-set and remaining detached from the words of others. B. It is repeating the other person's words back to them verbatim. C. It is trying to interpret nonverbal behaviors when you do not understand the words. D. It involves ensuring you accurately comprehend what others mean.
D. It involves ensuring you accurately comprehend what others mean.
Bob attended a small-town high school and then worked at a department store. Which of the following persons will he most likely be able to communicate with easily? A. Lorna, who grew up in the suburbs and then worked for a clothing manufacturer. B. Bill, who attended a foreign high school, earned a master's degree in literature, and worked as a magazine editor. C. Dave, who attended high school in a large city, earned a degree in culinary arts, and operated his own restaurant. D. Joe, who attended a small-town high school and then worked at a hardware store.
D. Joe, who attended a small-town high school and then worked at a hardware store.
Marcie works at a large law firm and is an introvert. In which of the following situations would Marcie feel most comfortable? A. Attending a national legal conference B. Presenting at the weekly company-wide meeting C. Dancing at the firm's annual Christmas party D. Preparing documents to submit to the court
D. Preparing documents to submit to the court
Leila is a t a conference and does not know anyone, so she walks up to a group of people talking near the refreshments table in the hopes of breaking the ice and making some new contacts. What type of questions should Leila begin by asking? A. Funnel questions B. Probing questions C. Solution-oriented questions D. Rapport-building questions
D. Rapport-building questions
How common is semantic noise in business conversations? A. Semantic noise occurs frequently in certain types of businesses but seldom in others. B. Semantic noise seldom occurs in business conversations. C. Semantic noise occurs in about half of all business conversations. D. Semantic noise occurs in nearly all business conversations.
D. Semantic noise occurs in nearly all business conversations.
When communication succeeds, the participants reach the same understanding about a feeling, thought, or idea. This is called. A. B. C. D.
D. Shared meaning.
Mike had some questions about a report he needed to file, so he asked his manager, Barb, for some feedback. Barb reviewed Mike's materials and asked, "Are you sure you want to present the material this way? This is not what I asked for. It's not going to work." Which of the following is Mike is most likely to feel? A. That Barb is being empathetic B. That Barb is direct and encouraging C. That Barb is giving him unwanted advice D. That he is being judged by Barb
D. That he is being judged by Barb
Physiological noise in communication consists of disruptions caused by... A. Factors that exist outside a person's body and mind, such as the rumbling from a passing train. B. Emotions or opinions altering a person's perception of what the other person is saying. C. Words that can be interpreted in more than one way. D. impairments of a person's body or brain function, such as deafness or stuttering.
D. impairments of a person's body or brain function, such as deafness or stuttering.
True or false: According to recent research, landing questions are the best questions for sales people to use.
False, open questions are better than landing questions
