Chapter 2 Review

When answering a phone at work, you should answer promptly, identify yourself, and establish the needs of your caller.

True

When others stand too close or too far away, we are likely to feel ill at ease.

True

Your facial expression reveals both the type and the intensity of your feelings.

True

Meeting agendas should be distributed at the beginning of a meeting, not prior to the meeting.

False

Strategies for effective listening include tuning out dry subjects and taking extensive notes.

False

To speed up a meeting and enhance productivity, let one or two key members dominate the meeting to eliminate the need for parliamentary procedure.

False

When using voice mail effectively, you should always plan to return all necessary calls within 72 hours.

False (I'm guessing the "necessary" bit is the wrench in the wheel here...)

Effective listening is blocked when you jump to conclusions and close your mind to.

True

In an informal meeting, attendees are responsible for making their own notes.

True

Team members bring a variety of perspectives to decision-making tasks.

True

The mind can process information more than four times faster than the rate of speech.

True

Before you call a meeting, you should determine the purpose of the meeting and plan to invite only those people whose presence is essential.

True

Which of the following should you NOT do when leaving a voice message? a. Leave multiple messages if your first message isn't returned quickly. b. Keep the message simple. c. Sound professional. d. Replay your message before leaving the system.

a. Leave multiple messages if your first message isn't returned quickly.

Which of the following is a habit of a bad or poor listener? a. Tuning out if delivery is poor b. Judging content c. Taking limited notes d. Avoiding distractions

a. Tuning out if delivery is poor

Which of the following best describes Group Think? a. Some team members have private motives that affect the group's interaction. b. Individuals willingly set aside personal opinions and go along with everyone else, even though everyone else is wrong. c. Some team members don't contribute their fair share, and others notice. d. None of the above.

b. Individuals willingly set aside personal opinions and go along with everyone

Which of the following would not be a good habit to develop when leaving voice mail messages? a. Keep the message simple. b. Don't leave multiple, repetitious messages. c. Hide behind voice mail. d. Sound professional.

c. Hide behind voice mail.

Prejudgment involves a. Listening selectively b. Taking control of the conversation c. Jumping to conclusions and closing your mind to additional information d. None of the above

c. Jumping to conclusions and closing your mind to additional information

Which of the following correctly describes the sequence of the listening process? a. Receiving, remembering, interpreting, responding, and evaluating b. Responding, evaluating, remembering, receiving, and decoding c. Receiving, decoding, remembering, evaluating, and responding d. None of the above

c. Receiving, decoding, remembering, evaluating, and responding

Which of the following would not be a good habit to develop when receiving telephone calls? a. Answer promptly and with a smile. b. Identify yourself. c. Schedule the call. d. Take complete, accurate messages.

c. Schedule the call.

When conducting and attending meetings, the leader should do which of the following to help ensure a successful meeting? a. Keep the meeting on track. b. Follow parliamentary procedure. c. Encourage participation. d. Do all of the above.

d. Do all of the above.