BUS communication chapter 2

Which of the following questions display a judger mind-set? What is the goal for this project? How can we fix this? Does anyone care about this? Who caused this disaster?

Does anyone care about this? Who caused this disaster?

Which one of the following statements best describes the way emotional intelligence plays a role in business? EQ helps managers recognize when they should delegate responsibilities to someone else. EQ allows a person to think clearly and be effective in stressful situations. EQ always enables a person to prevent experiencing emotional responses to stress. EQ enables a person to anticipate sources of stress in order to avoid them.

EQ allows a person to think clearly and be effective in stressful situations.

Why is emotional intelligence necessary for managers and executives? Emotions form the basis of logical reasoning. The rational part of the brain supersedes the emotional. Emotional intelligence leads to strategic thinking. Reason is ineffective in decision making.

Emotional intelligence leads to strategic thinking.

Incivility in the workplace reduces which of the following? (Choose every correct answer.) Employee job satisfaction The amount of conflict within the organization The effectiveness of a company's leaders Employee loyalty to the company

Employee job satisfaction The effectiveness of a company's leaders Employee loyalty to the company

True or false: After an event that causes intense anger, a recommended strategy for dealing with the emotion is reliving the event and continuing to feel the emotion.

False

Which of the following are among the eight guiding principles that Forni has recommended for improving civility? Do unto others before they do unto you. Get to know people around you. Listen to the voice of empathy. Disagree graciously and refrain from arguing.

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

Which of the following questions demonstrate a learner mind-set? How well does this new approach meet our goals? Why can't you get this right? Can't you think of a better solution? How is this program beneficial?

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

Which statement best describes perspective-getting? It is also known as the confirmation bias. It involves using cross-examination questions to find contradictions. It involves correctly understanding other people's views. It is focused on guiding people to your way of thinking.

It involves correctly understanding other people's views.

How does Michael Hoppe define active listening? It is "a person's willingness and ability to hear and understand." It is "how well a person is able to suspend judgment of another's words." It is "a person's physical responses to the sound of a speaker's words." It is "a person's ability to anticipate how a speaker thinks and feels."

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

Which statements about gossip are true? It leads to greater collegiality and cooperation. It is damaging in part because it erodes trust. It occurs when basic courtesies are ignored. It is one of the most common types of incivility.

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

Which of the following is true of listening? It requires more effort than simply hearing. It is an easy, passive process. It is an unconscious, automatic process. It is the same thing as hearing.

It requires more effort than simply hearing.

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? Dave, who attended high school in a large city, earned a degree in culinary arts, and operated his own restaurant. Bill, who attended a foreign high school, earned a master's degree in literature, and worked as a magazine editor. Joe, who attended a small-town high school and then worked at a hardware store. Lorna, who grew up in the suburbs and then worked for a clothing manufacturer.

Joe, who attended a small-town high school and then worked at a hardware store.

Which of the following describe a learner mind-set? Amir has his mind made up on how the company he works for should market itself and refuses to listen to other board members. Kate goes to a city council meeting prepared to listen with an open mind. Javier disagrees with his cousin's opinion on selling their aunt's house but is open to finding a mutually beneficial solution. Missy and her friend Delia disagree on where to go on vacation, so Missy punishes Delia by refusing to speak to her.

Kate goes to a city council meeting prepared to listen with an open mind. Javier disagrees with his cousin's opinion on selling their aunt's house but is open to finding a mutually beneficial solution.

Which are among Forni's recommendations for improving civility in society and the workplace? Slow down and be present in life. Pay attention only to major issues. Pay attention to small things. Keep a positive attitude.

Slow down and be present in life. Pay attention to small things. Keep a positive attitude.

Which of the following statements about lack of attention span in members of an audience are true? The attention span of an individual cannot be improved past childhood. Any lack of attention in an audience is a sign of disrespect toward the presenter. Some people simply do not have a long attention span. Attention span can be improved if a conscious effort is made.

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

In interpersonal communication, noise is which two of the following? A sound in the background that has no effect on the process of communication Something that interrupts the message being communicated Something that annoys either the speaker or the listener but does not interfere with communication Something that distorts the message being communicated

Something that interrupts the message being communicated Something that distorts the message being communicated

Which of the following statements about nonverbal communication are true? Nonverbal communication accounts for only a negligible amount of meaning in face-to-face business situations. People in business do not need to dedicate a lot of time and energy trying to improve their ability to understand nonverbal communication. The meaning of nonverbal communication is less precise than verbal communication. Nonverbal communication is mostly understood subconsciously and developed instinctively.

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

Which of the following are effects that can result from positive, sincere emotional expressions such as smiles? They can generate goodwill. They can make others feel sorry for you. They can make others feel uncomfortable and self-conscious. They can help others trust your intentions.

They can generate goodwill. They can help others trust your intentions.

After people experience intense anger, which statements are true? They should vent the emotion rather than attempting to suppress it, no matter where they are. They continue to feel a lingering reaction for hours or days afterward. They can help ward off further incidents by practicing self-awareness. They are more vulnerable to being provoked into anger again during the aftermath of the event.

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

Which of the following statements are generally true of people with high emotional intelligence? They work better alone instead of being part of a team. They earn more money than people with a low EQ. They avoid conflict because it upsets them too much. They make up a majority of the high performers in the workplace.

They earn more money than people with a low EQ. They make up a majority of the high performers in the workplace.

Which of the following are traits of great listeners? They give speakers their full attention. They incorporate many "me too" statements and draw attention away from the story. They employ exaggeration and either/or approaches to arguments. They anticipate how a speaker thinks.

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

Which of the following statements are true of poor questions? They often reflect a judgmental mind-set. They encourage active listening. They reflect a learner mind-set. They can lead to less listening.

They often reflect a judgmental mind-set. They can lead to less listening.

Which of the following is a trait of the best business managers? They choose to hear instead of just listening. They know that in order to maintain their authority, they must speak more than listen. They understand the value of avoiding all uncomfortable information. They understand that it is important to make time for listening.

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

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 oversized 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? Tracey is excited about her day. Tracey's smile is forced and not genuine. Tracey is displaying fear. The passengers feel Tracey is mocking them.

Tracey's smile is forced and not genuine.

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

True

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 Reason: Recall that a study by Pearson and Porath found that one-quarter to one-half of employees experience incivility on a weekly basis.

Which of the following are examples of the type of question that a highly self-aware communicator might ask? How can I best express my frustrations to an audience that makes me feel impatient? Where can I cut short my presentation when I begin to feel impatience toward the audience? With which type of audience do I feel the most impatience? What strategy can I follow to stay focused when I begin to feel impatient in a presentation?

With which type of audience do I feel the most impatience? What strategy can I follow to stay focused when I begin to feel impatient in a presentation?

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 email him since he is clearly not the type of person who wants to have conversations with others. 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. You should smile broadly and make frequent physical contact through handshakes or back pats. 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.

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.

Which of the following are principles for managing business relationships effectively? developing a controversial leadership role encouraging self-touching gestures adapting communication to others' preferred styles ensuring civility in the workplace

adapting communication to others' preferred styles ensuring civility in the workplace

Self-management involves avoiding impulsive behavior that sabotages your ability to achieve goals. responding to feelings of self-doubt and worry in creative and productive ways. discussing at length the weaknesses of co-workers and vowing not to behave in that way. focusing most of your attention on improving and succeeding, not reliving past failures.

avoiding impulsive behavior that sabotages your ability to achieve goals. responding to feelings of self-doubt and worry in creative and productive ways. focusing most of your attention on improving and succeeding, not reliving past failures.

People who are high in self-awareness are better able to manage upsetting situations because they are insensitive to emotions of any kind. can identify the triggers that cause strong emotions. are able to assertively fight back and dominate situations. avoid self-reflection when feeling strong emotions.

can identify the triggers that cause strong emotions.

People who are high in self-awareness are better able to manage upsetting situations because they avoid self-reflection when feeling strong emotions. can identify the triggers that cause strong emotions. are insensitive to emotions of any kind. are able to assertively fight back and dominate situations.

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 retroactive listening. audio cyphering. nonverbal communication. decoding.

decoding.

It is important to behave with civility in the workplace because it demonstrates good character. sometimes calms a volatile situation. helps makes the other persons in an argument look bad. indicates concern for others.

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

In interpersonal communication, what does the term EQ mean? equality in the workplace emotional quotient educational quotient extremely qualified

emotional quotient

Understanding and relating to the needs of others is called benevolence. introspection. empathy. ennui.

empathy.

People with judger mind-sets often approach listening to the ideas of others with an open mind. consider a difference of opinion to be normal and healthy. have their minds made up before listening to the opinions of others. stay open to the possibility of finding a mutually beneficial solution.

have their minds made up before listening to the opinions of others.

Which of the following are examples of incivility? ignoring others intruding on the privacy of others failing to acknowledge the efforts of others failing to act with basic courtesy refusing to commit to further responsibilities

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

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 lifetime experience external noise neural harmony

internal noise lifetime experience external noise

When two people send and receive verbal and nonverbal messages, it is called transpersonal messaging. humanized verbal processing. mutual telepathy. interpersonal communication.

interpersonal communication.

When two people send and receive verbal and nonverbal messages, it is called transpersonal messaging. mutual telepathy. interpersonal communication. humanized verbal processing.

interpersonal communication.

All messages are encoded and decoded through a filter of lifetime experiences. This filter is a strategy for preventing personal experiences from influencing communication. is an accumulation of knowledge, values, expectations, and attitudes based on prior personal experiences. has little influence on interpersonal communication. improves the clarity of communication between two people who come from very different backgrounds.

is an accumulation of knowledge, values, expectations, and attitudes based on prior personal experiences.

People who are self-aware know what makes them feel various emotions. think about themselves constantly and tend to be oblivious to others. pay close attention to their internal states. understand their own emotions as they occur.

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

Which of the following are barriers to effective listening that managers often face? lack of time flat business organization internal noise rich visual cues

lack of time internal noise

Which of the following are poor types of questions? leading questions cross-examination questions statements disguised as questions solution-oriented questions

leading questions cross-examination questions statements disguised as questions

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 focus your eyes on the person's hands nod when appropriate check your phone

lean forward nod when appropriate

Perspective-getting is sometimes challenging because people prefer to be asked leading questions. may hold self-contradictory views. sometimes choose to hide their views. maintain the same views throughout their lives.

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

Interpersonal communication includes which of the following? negotiating the meaning of messages exchanging mutual messages messages sent between two or more people listening to a recording of ocean waves

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

In order to make sure that you are really reflecting on and understanding what others are saying, you should use "me too" phrases. adopt a judging stance. paraphrase what you are hearing. ask rapport-building questions.

paraphrase what you are hearing.

Which of the following is the first step in active listening? using clarifying statements critiquing statements asking rapport-building questions paying attention

paying attention

Active nonverbal communication is an essential part of paying attention. blocking internal noise. hearing another person's words. focusing on either/or approaches.

paying attention.

The quality of message delivery can be diminished by which of the following? physiological noise psychological noise semantic noise pedantic noise

physiological noise psychological noise semantic noise

Marcie works at a large law firm and is an introvert. In which of the following situations would Marcie feel most comfortable? presenting at the weekly company-wide meeting attending a national legal conference preparing documents to submit to the court dancing at the firm's annual Christmas party

preparing documents to submit to the court

Active listening involves ______ the ideas and emotions of others. assuming reflecting on overcoming dismissing

reflecting on

Being able to manage interactions successfully by using your knowledge of your emotions and the emotions of others is known as relationship management. solution-oriented questioning. nonverbal communication. workplace incivility.

relationship management.

What is civility? respect for other people's dignity and importance. interaction that violates social norms. an extension of emotional intelligence. the general behavior of people from advanced (civilized) societies.

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

People with high self-management tend to be optimistic. This means they are likely to respond to a crisis by forming a plan of action. look to the future instead of the past. see failure as a learning experience. overestimate their abilities and end up failing completely.

respond to a crisis by forming a plan of action. look to the future instead of the past. see failure as a learning experience.

People with high self-management tend to be optimistic. This means they are likely to overestimate their abilities and end up failing completely. see failure as a learning experience. look to the future instead of the past. respond to a crisis by forming a plan of action.

see failure as a learning experience. look to the future instead of the past. respond to a crisis by forming a plan of action.

When takers try to manipulate givers, givers should be ______ about their tendency to be emotionally concerned for others. self-aware motivated empathetic precise

self-aware

When communication succeeds, the participants reach the same understanding about a feeling, thought, or idea. This is called shared meaning. internalized communication. encoding. transference.

shared meaning.

Which of the following are skills of active listening, as described by Michael Hoppe? sharing hijacking initiating holding judgment clarifying paying attention

sharing holding judgment clarifying paying attention

Being able to interpret and perceive the meaning of nonverbal communication through careful observation and examination is known as building rapport. cross-examination. sight-reading. a barrier to effective listening.

sight-reading.

Being able to interpret and perceive the meaning of nonverbal communication through careful observation and examination is known as cross-examination. building rapport. a barrier to effective listening. sight-reading.

sight-reading.

In which of the following situations would an extroverted professional likely perform more strongly than an introverted counterpart? speaking at a press conference networking at a party listening to the ideas of others making cold calls to potential clients

speaking at a press conference networking at a party making cold calls to potential clients

The most effective strategies for dealing with intense anger include temporarily stepping away from the situation. reviewing the events rationally. reliving the incident that caused the anger. writing about the feelings experienced and analyzing them.

temporarily stepping away from the situation. reviewing the events rationally. writing about the feelings experienced and analyzing them.

The tendency to seek support for and validation of our views is referred to as the confirmation bias. relationship management. gossip. a counter narrative.

the confirmation bias.

In interpersonal communication, the term meaning refers to all possible interpretations of a speaker's words, which varies depending on who is listening. the ideas and feelings that a person intends to communicate to another person. what a specific listener believes a speaker said, regardless of the speaker's intention. the process of converting a thought into words or body language.

the ideas and feelings that a person intends to communicate to another person.

Givers should address which potential barriers to their performance resulting from empathy? timidity availability indifference emotional concern for others abruptness

timidity availability emotional concern for others

To increase self-awareness, it is helpful to do which of the following? to recognize triggers and devise ways to handle them to evaluate the way feelings have affected previous experiences to speak quickly and reveal everything you really think to be in the habit of monitoring and analyzing feelings as they occur

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

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 to let the other person know you are watching closely to mock the other person so that the person will relax

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

Part of paying attention means trying to follow up on action items after the conversation. question the sender's ideas during the communication. understand everything said from the perspective of the speaker. give as much advice as you possibly can.

understand everything said from the perspective of the speaker.

Which of the following are elements of emotional intelligence? understanding emotions managing emotions learning to set logic aside temporarily developing empathy

understanding emotions managing emotions developing empathy

When basic worth and dignity are not acknowledged, people tend to feel undervalued. motivated to work harder and prove their worth. less enthusiastic about cooperating with co-workers. unwelcome.

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

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. frequently indulge in short-term impulses.

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.

Which of the following are business managers with high emotional intelligence likely to be more effective at than managers with low emotional intelligence? working in teams demonstrating leadership perpetuating conflict influencing others

working in teams demonstrating leadership influencing others