Leadership Final
The second step in the KEYS process is to educate yourself on the communication interaction.
False
After talking with his supervisor, Clayton likes to review the message and evaluate what was really being said. Clayton is engaging in _________.
critical listening
Janet works for a major phone company where she routinely takes calls from clients and answers questions about the company's products and services. Janet's job involves the field of _________.
customer relations
Marcus is trying to persuade his managers to give an extra day off for Thanksgiving break by reminding them that they want employees to be happy, and that holiday breaks make employees happy. This type of persuasion is _________.
deductive reasoning
Which of the following characteristics describes a professional, effective PowerPoint slide?
information spread onto several slides
Mutual influence, common purpose, and collaboration are marks of ___________.
leadership
Approximately how many women in workplace romances reported motives relating to the job?
15%
The average person remembers between _______% and _______% of what they hear.
25%, 50%
Nonverbal communication accounts for ______% to _______% of the total meaning of communication
65%, 93%
Jennifer was recently passed up for a promotion in favor of her coworker Ryan. However, Jennifer finds out from another employee that Ryan has been plagiarizing his presentations at work. Jennifer knows this isn't fair, but she doesn't want Ryan to be fired either. What is Jennifer experiencing?
ethical dilemma
Critical listening requires the listener to ________ the information
evaluate
A cell phone ringing in the middle of class is an example of ________.
external noise
Ryan is preparing a presentation for his department. During his research, he gathers information from outside agencies, the state government, and from separate media agencies. These are known as:
external sources
Kira signaled to the audience that the presentation was concluding and included a few more statistics and more information to reinforce her point. Kira has given a _____________.
false close
Memos should be sent ____________.
for critical information only
Which of the following is an appropriate use of reward power?
giving a good schedule to an employee for consistent timeliness
The most professional thank-you letters are ______________.
hand-written
The process of understanding our experiences and the experiences of others through the use of verbal and nonverbal messages is known as ___________.
human communication
The nonverbal dimension that defines how we react to things by evaluating them as positive/negative or good/bad is known as _________.
immediacy
Tools used by a speaker to help support the audience's interest in and understanding of the presentation such as visual or audio clips are called _________________.
supporting aids
What type of people should you use for letters of recommendation?
teachers previous employers business professionals Correct all of the above
During Jenna's latest persuasive speech, her professor penalized her for using terms like "OMG!", and "bff". These language violations are known as:
texting language
An individual's ability has implications concerning ________.
the effectiveness of productivity teamwork the overall organization all of the above
Teams who use Power Point demonstrations should keep ___________.
the entire presentation as one file
What is the purpose of a business letter for employee downsizing?
to inform other businesses about skilled employees available for employment
A __________ is any word or phrase that helps guide the listener from one point to the next.
transition
Which of the following is not a communication competency for teamwork?
use politically correct/appropriate language
Which of the following is an active listening strategy?
validating reflecting summarizing Correct all of the above
Which of the following is an external noise distraction?
vibrating cell phone
Eli is showing how his solution would benefit his team during his presentation so that they will decide to agree with his proposal. Which step of Monroe's Motivated Sequence is Eli demonstrating?
visualization
If the speaker is going to take questions he/she should ____________.
wait until after an applause to ask for questions
Semantic information difference is a term that describes _______________.
when employees and supervisors do not share the same view of some organizational issues, basic job duties, or employees' participation in decision making
Karin does not want her supervisor to know that the employees she is in charge of are not fulfilling their obligations, fearing the information will make her look like a bad manager to her boss. She decides not to tell her supervisor and deal with it on her own. This type of message distortion is ___________.
withholding
Which of the following is not a reason interpersonal communication is important?
your interpersonal communication will allow you to manipulate your interactions to your advantage
What word best describes the symbols communicators use?
all of the above abstract vague arbitrary
Why is it important to use a practice audience before your speech?
an honest practice audience can help determine if your speech is effective
Monica is proud of a new tattoo she just had done on her wrist and has been showing her new ink to her friends at work. She is communicating with the use of a(n) _________.
artifact
Monroe's Motivated Sequence is utilized to persuade in business and professional settings and consists of _______________.
attention step, need step, satisfaction step, visualization step, and action step
How can managers effectively convey impressions of empathy and power?
body language
How does conspicuousness cause communication apprehension?
by creating anxiety about being in the spotlight
Tom recently gave a presentation at work highlighting the problems with customer service. He asks all his coworkers to spend an extra thirty minutes each day handling customer complaints. This is an example of:
call to action
What is the role of the telephone during a conference call?
channel
Kim teaches English classes and thinks she is very clear with assignment instructions. However, every student in her class is confused about the instructions throughout the semester. Kim's behavior is known as ________.
communication bravado
Ivana typically interacts with two of her coworkers on the same project, their information technology representative, and her immediate superior. This is known as Ivana's _________.
communication network
According to ________________ theory, the information we choose to disclose is managed by our own self-set rules.
communication privacy management
Bruce and Carol are discussing an upcoming business trip after Carol returned from a mandatory leave of absence. The business trip is the ______ layer of their interaction.
content
John often prefers conversations that require him to intellectually challenge himself. John is a(n) _________ listener.
content-oriented
Miguel has designed an intricate PowerPoint presentation that will blow his audience away. When he arrives, there are no computer capabilities in the room he is presenting in. Miguel forgot to consider the overall ____________.
context
The location, time, and occasion where communication occurs is referred to as ____________.
context
When the speaking role shifts between one person to another with some frequency, it is known as ____________.
conversational listening
Ted is writing a business request for his boss and is worrying about whether he should send his message by hard copy or e-mail. Also, Ted is not sure when to send his request. Ted is worrying about the _________ of his message.
delivery
Interpersonal communication is ________, meaning it occurs between two people.
dyadic
What belief is held by Theory X managers?
employees value job security above all else
Senders _______ messages, while receivers of messages are left to _______ them.
encode/decode
A restaurant's decision to use intense colors, intimate seating arrangements, and bright lighting are all examples of influencing ___________.
environment
Robert is giving a speech at his local YMCA. He begins by emphasizing that he has grown up in this neighborhood and has seen many of the same problems as other members in the audience. Robert is:
establishing common ground
"Dr. Black's teacher evaluation scores ranked in the top 2% of the entire University results" is an example of using ___________.
specific language
Which of the following is an example of an external communication plan?
a department's new outline on drafting press releases
The fear of public speaking is known as trait communication apprehension
False
Those who possess effective communication skills have a trait known as communication bravado.
False
During persuasive speeches, if the presenter wants the audience to take some sort of action, they are seeking ___________.
active agreement and call to action
Which is the best technique for communicating with a supervisor?
advocacy
Which of these is a skill desired by employers?
all of the above
Decoding messages involves the receiver of a message responding to the sender.
True
Professional excellence means being recognized for your skills as a communicator and serving as a role model to others
True
When an employee orientation, what type of listening would be the best for acquiring knowledge?
informational listening
Susan acts warm and friendly to her supervisor when discussing possible promotions, leading some of her coworkers to call her a "teacher's pet" or "brown-noser". Susan is using a/an ________ strategy.
ingratiation
Rudy routinely needs to order parts from another part of his company to create a finished product. Rudy is an example of a/an _________.
internal customer
Holding a meeting late on Friday afternoon just before closing an office may create _______ that will interfere with your message.
internal noise
When delivering a speech, your hand gestures should be ___________.
kept to a minimal to avoid distractions
KEYS, a communication process designed to enhance your ability to critically assess and then improve your communication skills stands for _____________.
know yourself, evaluate the professional context, your communication interaction, step back and reflect
Moral principles or rules that determine ethical behaviors are known as ________.
lack of attention
Speeches delivered from a manuscript ____________.
lead to monotone presentations
Information from formal networks is __________ than information from informal networks
less efficient and less accurate
To limit message distortion, supervisors can ______________.
limit the number of people a message must travel through before it gets to you go to the source of the message for clarification keep communication channels open with subordinates and customers Correct all of the above
What is the most basic principle in the consumer products industry?
listen to the customer
Cindy is concerned that her presentation does not follow a logical sequence. Which persuasive appeal should she work on before making her presentation?
logos
What is a negative effect of PowerPoint presentations?
many speakers use PowerPoint as a crutch
Aaron is playing a game of poker with his friends when he gets a really good hand. He wants to bait his opponent to make a bet, so he puts a sad look on his face to indicate he doesn't like his hand. Aaron is using the strategy of __________.
masking
Beyond noise, what are some additional factors that may distract your focus?
message overload receiver apprehension
Trying to keep a blank expression when hearing bad news would be an example of ________.
neutralization
Since Ben's supervisor is out sick, Ben has been called on to give an impromptu briefing to the other employees at his company. This situation is likely to cause ________ communication apprehension.
novelty
Informative speakers should be _________, while persuasive speeches should be _________.
objective; subjective
At Robin's new company, Robin is asked to sign an agreement that pledges that he will follow safety guidelines, promote teamwork within his team, and do his job with integrity. What values does this document support?
organizational values
Listening to a message then summarizing it back to the sender for verification is known as _______.
paraphrasing
Listening to a voicemail, deleting it, and moving on is an example of __________.
passive listening
Travis is nervous about his upcoming speech because the other students will be grading his speech instead of the professor. This is an example of _________ communication apprehension.
peer evaluation
Bryan is the vice-president of the human resources division for his company and John is one of his employees. Therefore, Bryan is the _________ and John is the _________.
superior, subordinate
Dan was recently fired from his job after it was found out that he borrowed heavily from another coworker on his business proposal (without giving proper credit). Dan crossed the ethical boundary of _________.
plagiarism
When giving team presentations, the group should _________.
plan, practice, and collaborate the entire presentation together
Which of the following would likely be included in an external communication plan?
proactive media strategy
Linda's organization has just changed their policy on reporting overtime. Linda should include the information about the new policy in a(n) _____________.
process directive
At meetings, Bill often interrupts his coworkers when they are talking and allows his cell phone to ring during others' presentations. Bill is violating _________.
professional etiquette
When delivering your speech, you should project your volume by _________.
projecting to an audience member in the back corner
What should you avoid when gathering research?
relying solely on your previous knowledge
As most audience members are not good listeners, if you are giving a presentation and you want your audience to remember your message, you must __________.
repeat yourself
Which of the following is not a purpose of nonverbal behavior?
replace verbal communication
John recently assessed several important issues facing his department and sent his findings to his superior. This is an example of a(n):
report
Illustrations should be _____________.
simple and incorporated into the slide