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BUS210, Saylor Academy BUS 210, Saylor Academy BUS 210

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Non Sequiter

"It does not follow"; the conclusion does not follow from the premise; they are not related

c. Numerical

"Please indicate the year of your birth." Select one: a. Likert b. Ordinal c. Numerical d. Categorical

Toulmin's Three-Part Rhetorical

1. Claim- Your statement of belief or truth 2. Data- Your supporting reasons for the claim 3. Warrant- You create the connection between the claim and supporting reasons CDW

Six Strategies for Improving Verbal Communication

1. Define your terms - T 2. Choose precise words - P 3. Consider your audience - A 4. Take control of your tone - T 5. Check for understanding - U 6. Be results oriented - R TPATUR

Five Purposes for Public Speaking

1. To inform 2. To demonstrate 3. To persuade 4. To entertain 5. Ceremonial IDPEC

rhetorial situation

1. set of expectations 2. audience 3. purpose of the speech

d. Intercultural inexperience

A German investment firm sent a delegation to China to explore a joint project that seemed very promising. During the first two days of the visit, the Chinese hosts entertained the delegation with trips to Chinese cultural events and tourist locations. On the third day, they gave a sharp, effective presentation on the business venture, but by then, the Germans had decided against investing, because they felt the Chinese had spent too much time entertaining and not enough time on business. Which aspect of intercultural communication explains the Germans' error? Select one: a. Ethnocentrism X b. Racial prejudice c. Intercultural localizing X d. Intercultural inexperience

Constructivist

A former spokesperson was quoted as saying "What you heard is not what I meant." This statement acknowledges how negotiating and confirming meaning is an important part of the communication process. Which communication model focuses on this issue?

c. Someone performing a negative group role

A group member who is a special interest pleader is best categorized as which of the following? Select one: a. Someone seeking attention through humor b. Someone performing a positive group role c. Someone performing a negative group role d. Someone who is an ex-member of the group

Redirect the discussion by highlighting the agenda

A meeting about whether or not employees should be able to work from home for a few days a week has evolved into a discussion about employee benefits, vacation days, and other issues. As the leader of this meeting, you want to ensure that the main purpose of the meeting is resolved. Which of the following activities will enable you to ensure that the work-from-home issue is addressed?

c. Denotative

A recent memo to your division includes the word "immediate" as it relates to action that must be taken by employees. Everyone in the group understands the meaning of this word and responds accordingly. Which of the following meanings of language does this represent? Select one: a. Connotative b. Contextual c. Denotative d. Paradigm

Preunderstanding

A set of expectations and assumptions from previous experience that we apply to a new problem or situation

pregnant pause

A silence between verbal messages that is full of meaning.

a. Self-image

After a recent presentation, you asked for feedback and comments about your material and how you were received by your audience. You want to know whether the audience found you engaging, and whether or not they liked you. Which of the following elements does this represent? Select one: a. Self-image b. Self esteem c. Self awareness d. Looking-glass self X

b. Overpersonal

After a team meeting, one of the members approaches you for an assessment of his part of the presentation. You tell him that his work was valuable to the group. Throughout the day, he asks you more about his part of the meeting and whether or not he did a good job. Which kind of interpersonal need does this communication represent? Select one: a. Control b. Overpersonal c. Underpersonal d. Personal individual

Continuity

An office manager sends a memo to the organization noting that for three consecutive days during the past two months, employees have shown up for work at least 30 minutes late. She anticipates that these poor punctuality practices will continue in the future. Which of the Gestalt organizing principles does this illustrate?

c. Democratic

Any team leader may face several challenges. For one type of leadership style, while the leader has been chosen by the group, some team members may feel ignored and that the leader does not represent their interests. What kind of leader does this describe? Select one: a. Emergent b. Autocratic c. Democratic d. Leader-as-conductor

b. Theory Y

As part of the team that creates designs and styles for shoes, the members of your group are empowered to make decisions about materials, colors, patterns and other aspects of shoe design. Each member takes pride in his or her work and little supervision of employees is needed. Which of the following management theories describes the ways in which these workers are viewed? Select one: a. Theory X b. Theory Y c. Control theory d. Motivational theory

c. Logos and conciseness

As the new communications director for your division, you are responsible for the messages distributed on behalf of your group. The previous director's writing style was complex, which led to confusion, miscommunication, and misunderstanding. In your new role, which of the following rhetorical elements and cognate strategies should you strive for in order to avoid the your predecessor's mistakes? Select one: a. Pathos and tone b. Ethos and credibility c. Logos and conciseness d. Logos and arrangement

Agenda setting

As you prepare your next presentation to the sales department, you consider the elements you will cover during the meeting. You will discuss some issues that many employees have been talking about during the past few months. Which function of "gatekeeping" does your strategy represent?

d. Agenda setting

Parts of a Message

Attention statement Introduction Body Conclusion Residual Message

Ethnocentrism

Belief in the superiority of one's nation or ethnic group.

Microgroups

Bob is the head of a group that has been tasked with creating a tagline for the company's new advertising campaign. Other tasks associated with this project include creating graphics to illustrate the tagline, writing a jingle for a commercial, and drafting designs for a website. Each member of the group has ideas about every element of the project, which has made it difficult for any work to get done. As leader of the group, Bob has determined that members of the group with specific expertise in each discipline should work together. What kinds of groups is Bob creating?

Continuity (Gestalt Principle)

Drawing connections between things that occur in sequence

Figure and Ground (Gestalt Principle)

Emphasis on a single item that stands out from its surroundings

c. Politician

For which of the following individuals does nonverbal communication play a larger role in how the recipient perceives what that person is saying? Select one: a. Manager b. Parent c. Politician d. Teacher

Preunderstanding

George will be part of the group that is creating a new tool for his company. The profile and mechanics for this tool are new and very different from previous models, but George feels that his past design experience will be applicable to this project. Which of the following describes George's expectations?

Similarity (Gestalt Principle)

Grouping things or concepts by properties they share

Formal. Ayana used professional language that is concise.

b. To share information

If you present information to an audience but do not ask them to do anything with it, what is the most accurate way to describe the purpose of your speech? Select one: a. To gain skills b. To share information c. To change perceptions d. To increase understanding

Formal. Reports should be written in clear business language

If you were asked to write a section of a company report, which type of writing style would you use and why?

a. Preview

In an upcoming meeting about new company policies, you want to reduce uncertainty among your team by indicating the overall intent of the plans. During which part of your conversation will this take place? Select one: a. Preview b. Initiation c. Communion d. Talking points

a. Both participants play roles at the same time

In the transactional process of communication, the distinction between source and receiver can be blurred during conversation. Why is this so? Select one: a. Both participants play roles at the same time b. Both parties may be speaking at the same time c. Both parties create their own interpretations of the message d. The transactional process is not an effective means of communication

It provides a list of items for discussion and action

In what way is the agenda item of "New Business" used to ensure meetings are productive?

d. Talking points

In which stage of the employment interview should a candidate be prepared to answer questions about how his or her qualifications meet the expectations of the position he or she is interviewing for? Select one: a. Preview b. Initiation c. Feedback d. Talking points

a. Forming

In which stage of the small group life cycle do members determine the purpose of the group? Select one: a. Forming b. Norming c. Performing d. Storming

Written communication is often asynchronous, while verbal communication is often synchronous.

In your role as a marketing manager, you are required to communicate with the manufacturing and sales departments, analyze the information you receive, and then share it with your marketing staff. You want to be as clear and effective as possible, and you need to understand the impact of both written and verbal communication. Which of the following accurately describes these processes?

b. Primary group

Mary enjoys spending time with her siblings, her classmates, and her neighbors. What group is Mary affiliating with? Select one: a. Task group b. Primary group c. Reference group d. Secondary group

d. Slang

Mike has two groups of friends. Each group has both invented words and repurposed existing words in unconventional ways. If either group were to overhear the other, Mike believes they would not be able to understand certain words. Which of the following terms best describes the words that each of these groups use? Select one: a. Dialect b. Euphemism c. Jargon d. Slang

Intrapersonal

Monika is preparing for an interview at a healthcare organization. She is excited, and imagines the types of questions she will be asked. She even allows herself to visualize her office. What type of communication is Monika taking part in?

a. Is inclusive

Mutuality means to evaluate viewpoints, find common ground, and ensure that communication does which of the following? Select one: a. Is inclusive b. Is exclusive c. Is ethnocentric d. Serves one purpose

Designating a spokesperson

One of a company's primary products has malfunctioned in several situations and caused several injuries. The CEO of the company issued a public statement about the events and how the company will address the situation. A press conference will be held at the end of the day. Which of the following elements of a crisis communication plan do these actions represent?

Proximity (Gestalt Principle)

Organization based on relationship of space to objects

c. Accidental hearing

Paul is flying to a big meeting and typing an email to his coworker. He is sitting near a couple talking about their vacation and comforting a small child. He hears their conversation and the child's voice as incidental sounds. If Paul is filtering out this outside noise as not important, even though it is obviously present, what action is Paul likely taking part in? Select one: a. Active listening b. Voluntary hearing c. Accidental hearing d. Accidental listening X

b. Active listening

Restating a message in your own words (as a message-receiver) and asking questions (as a message-sender) are ways to encourage which process? Select one: a. Hearing b. Active listening c. Focusing your thoughts d. Fostering internal dialogue

c. Figure and ground, continuity, similarity

The following groups reflect which of the Gestalt organizing principles, respectively? "A house, its lawn, its garage" "Step 1, Step 2, Step 3" "Peanut butter, cream cheese, margarine." Select one: a. Similarity, symmetry, closure b. Closure, proximity, symmetry c. Figure and ground, continuity, similarity d. Symmetry, figure and ground, uniformity

Specific information about an issue

The purpose of a memo is to provide which of the following?

c. Specific information about an issue

The purpose of a memo is to provide which of the following? Select one: a. Training for new business topics b. General information about an issue X c. Specific information about an issue d. Information to people outside of the organization

d. Syntax

The wording in a meeting notice for the Finnish branch of a company follows strict rules of language, while the notice for the same meeting in the American branch is written in a more flexible way. Which of the following rules of language does this different represent? Select one: a. Contextual b. Paradigms X c. Semantics d. Syntax

Semantic Triangle

Thought (Reference) Word. Subject/Object

c. Signposting

Throughout her presentation to the board, Tracy uses many organizational tools to add emphasis to her message. In one of her favorite emphatic techniques, she summarizes what she is about to discuss before going into greater detail. What term best describes what Tracy is doing? Select one: a. Counterpoint b. Introduction c. Signposting d. Transition

b. Democratic

Under which of the following leadership styles will the leader be required to balance the need for control and the need for space? Select one: a. Autocratic b. Democratic c. Laissez-faire d. Technical

Leader-as-coach

Under which type of leader is there an emphasis on the group, orientation, and education?

a. Language is abstract

Verbal communication is governed by five key principles. Which of the following principles is represented by the sentence "a car is a mode of transportation"? Select one: a. Language is abstract. b. Language is arbitrary. c. Language is symbolic. d. Language shapes reality.

a. Who you are

What element should you address first in an effective elevator speech? Select one: a. Who you are b. What you offer c. The benefits to the listener d. What you want the listener to do

Exposition calls for public display of complex information and associated relationships, and interpretation calls for the adaptation of information for communication.

What is the difference between exposition and interpretation?

dyadic effect

When we reveal something about ourselves, we expect that others will reciprocate. What is the formal term for this phenomenon?

b. Egalitarianism

Which of the following are challenges associated with communicating ethically? Select one: a. Clarity b. Egalitarianism c. Formality d. Precision

b. Word, thought, thing

Which of the following are elements in the semantic triangle of language and perception? Select one: a. Symbol, thing, word b. Word, thought, thing c. Word, symbol, thought d. Thought, symbol, thing

a. They tend to adopt the ways of the host country

Which of the following behaviors do many expatriates experience after living abroad for extended periods of time? Select one: a. They tend to adopt the ways of the host country b. They tend to resent the culture of their host country c. They tend to resent the culture of their home country d. They tend to only socialize with natives of their host country

c. Presentation of information to the media

Which of the following best describes a press conference? Select one: a. A written document outlining a need b. Informal presentation of information c. Presentation of information to the media d. A prepared scenario that organizes information

Hearing is effortless, while listening is an active process

Which of the following describes the differences between hearing and listening?

d. Interference

Which of the following elements of communication is represented by these examples of oral and written applications? Oral Application: "Sue misses a call from Jack because she didn't take into account the time difference in their locations." Written Application: "Jack waits for a call from Sue, but she doesn't call." Select one: a. Channel b. Context c. Environment d. Interference

c. Thesis statement

Which of the following is a declarative statement that captures the main idea of a speech while using specific language and reflecting the characteristics of the intended audience? Select one: a. Speech map b. Attention-getter X c. Thesis statement d. Rhetorical situation

d. The president of the company will be visiting several of the organization's global locations

Which of the following is a good reason to hold a press conference? Select one: a. The company will be replacing all of its office furniture b. The company wants to maintain a relationship with the media c. The company's marketing department has come up with a new promotional campaign d. The president of the company will be visiting several of the organization's global locations

"What is your gender? -- Male / Female"

Which of the following is an example of a categorical closed-ended question?

b. Proximity

Which of the following is part of the Gestalt principles of organization? Select one: a. Perception b. Proximity c. Remembering d. Selection

a. Your research

Which of the following is the key to establishing your credibility and ensuring you have developed a comprehensive speech on a topic? Select one: a. Your research b. Your education c. Your appeal to the audience d. Your relationship to the topic

Any information you share could be quoted by entertainment or news media.

Which of the following is the most important rule of public interviews?

Primary news, secondary news, and auxiliary news

Which of the following lists the three types of messages?

d. Notes from the last meeting

Which of the following meeting agenda elements are sent out in advance? Select one: a. Participants b. Introductions c. Report summaries d. Notes from the last meeting

d. We have identified the source of the breakdown and put new security measures in place.

Which of the following negative news statements offers an assurance? Select one: a. Only a small number of our customers have been impacted. b. We apologize for this incident and hope that it does not occur again. c. We are sharing this information with you is because we think it is the right thing to do. d. We have identified the source of the breakdown and put new security measures in place.

Buffer

Which of the following parts of a negative news message involves neutral or positive information?

a. Buffer

Which of the following parts of a negative news message involves neutral or positive information? Select one: a. Buffer b. Explanation c. Redirect d. Soft sell

a. Closed-ended questions limit the range of answer options.

Which of the following statements about open-and closed-ended questions is accurate? Select one: a. Closed-ended questions limit the range of answer options. b. Closed-ended questions allow for a range of answer options. c. Open-ended questions can only be answered in one way. d. Open-ended questions may be answered with a "yes" or "no" response.

d. Self-disclosure moves from impersonal to intimate

Which of the following statements about self-disclosure is true? Select one: a. Self-disclosure is free of risk b. Self-disclosure is not reciprocal c. Self-disclosure moves in large steps d. Self-disclosure moves from impersonal to intimate

b. Preowned

Which of the following words might indicate that we are trying to intentionally manipulate the meaning of our message? Select one: a. Benefit b. Preowned c. Sale d. Used

They are words or phrases that have lost their impact through overuse and time.

Why are clichés considered a barrier to communication?

d. It is occupation-specific, and some people may not understand the reference.

Why is jargon considered a barrier to communications? Select one: a. It is sexist and uses gender as a discriminating factor. b. It is words or phrases that have lost their impact through overuse and time. c. It substitutes one word for another that may not be understood by everyone. d. It is occupation-specific, and some people may not understand the reference.

d. Thought

Words stand for ideas and things, but they are not the same as those ideas and things. Which of the following is part of the semantic triangle? Select one: a. Definition b. Nature c. Person d. Thought

a. Direct

You are about to inform one of your departments that their request to relocate to another part of the building has been denied. This group always tries to be clear and concise in its communications. What format should be used to inform the group that they will not be moving to a new location? Select one: a. Direct b. Indirect c. Interpersonal d. Neutral

b. Culture

You are designing a sign in an office building for instructions on how to respond to a fire emergency. To make this sign as effective as possible, you consider the conditions where the sign might be useful, and you include bullet points, short sentences, and simple diagrams. Which of the following elements of perception are you considering as you create your design? Select one: a. Attitudes b. Culture c. Psychological d. Selection

a. Mass communication

You are preparing a message that will introduce your company's new product. It is difficult to tailor the message to your audience, given the outlet you are using. Which of the following communication contexts is being used? Select one: a. Mass communication b. Segmented communication c. Group communication d. Interpersonal communication

d. Transactional

You converse with a colleague, and find that you are both receivers and sources of information at the same time. In which of the following communication models are you participating? Select one: a. Constructivist b. Interpersonal c. Intrapersonal d. Transactional

d. self-fulfilling prophecy

You have just been promoted to a manager position in your department. Having worked with the employees you will now be supervising, you have learned that they have a strong work ethic. As a result, you anticipate that their productivity will continue under your supervision. Which of the following concepts does this illustrate? Select one: a. Beliefs b. Attitudes X c. Looking-glass image d. Self-fulfilling prophecy

b. Acculturation

You have just relocated to one of your company's international offices. You are excited about the opportunity, and you are making the transition to living abroad. Which of the following aspects of your international assignment does this describe? Select one: a. Preparation b. Acculturation c. Culture exchange d. Acceptance of host culture

a. Context

You will be attending a seminar given by a well-known motivational speaker. You have heard that these sessions are lively and interactive, and you expect that the other attendees will be anticipating this as well. Which of the following components of communication does this describe? Select one: a. Context b. Environment c. Feedback d. Message

a. Bias

Your company has come out with a new product. The marketing department is working on an advertising campaign that focuses on the reputation of the company, because they believe the organization's strong image will be effective in influencing consumer decision making. As the product manager, you feel that the advertising should include the features and benefits of the product, but the marketing department does not agree. Which of the following are they presuming will influence consumer behavior? Select one: a. Bias b. Exposition c. Interpretation d. Point of view

Pie chart

Your company offers several different versions of a laundry detergent. At the upcoming company meeting, you want to present the percentage of sales each product represents. Which graphic will be the most effective in illustrating these numbers?

Theory Z

Your company promotes worker participation, emphasizes job rotation, skills development, and loyalty to the company. This represents a combination of both American and Japanese styles of management, and is known as which of the following theories?

c. Acknowledge what she has said

Your supervisor is explaining a complex new process to you. Which of the following actions would most clearly illustrate that you have attentively listened to the message she has communicated? Select one: a. Wait your turn to respond b. Be accepting of her explanation c. Acknowledge what she has said d. Keep your cool while she is speaking

a. Values

Your thoughts about your company's policies toward women and minorities is firm, and you continue to encourage management to treat employees in a more equitable manner. Which of the following characteristics does this behavior represent? Select one: a. Values b. Beliefs c. Attitudes d. Self-image

implementation step

a gesture to signal a point

Reflection

a mental review of the task and your performance

Bypassing

a misunderstanding that occurs when the receiver completely misses the source's intended meaning

language

a system of symbols, words, and/or gestures used to communicate meaning

Straw Man

a weak argument set up to easily refute and distract attention from stronger arguments

interpretation

adapting the information to communicate a message, perspective, or agenda

accomodation

adopting, adapting, filtering out new sources of information as they relate to your goal

Post Hoc Ergo Propter Hoc

after this, therefore because of this; called a coincidental correlation

looking-glass self

an image of yourself based on what you believe others think of you

abstract

an intangible concept

Gestalt

an organized whole

Red Herring

any diversion intended to distract attention from the main issue, particularly relating the issue to a common fear

Interference

anything that blocks or changes the source's intended meaning of the message

Ad Populum

appeals to a common belief of some people, often prejudicial, and states everyone holds this belief; also called the bandwagon fallacy

Ad hominem

argument against the man instead of his message; states that someone's argument is wrong solely because of something about the person, rather than the argument

internal stimuli

arise within one's self, such as being hungry

individual differences

attributes that cause people to perceive things differently

critical thinking

becoming aware of your thinking process

selective exposure

both information we choose to pay attention to, choose to ignore, or that is unavailable to us

Attention Statement

captures the attention of your audience

selective retention

choosing to remember one stimulus over another

begging the question

claiming the truth of every matter in question, as if it were already an obvious conclusion

Paradigms

clear point of view involving theories, laws, and/or generalizations that provide a framework for understanding

denotative meaning

common meaning, often found in the dictionary

formal language

communication that focuses on professional expression with attention to roles, protocol, appearance

exposure

condition of being presented views, ideas, or experiences made known through direct experience

contradicting

contradicting verbal communication

regulators

control, encourage or discourage interaction

Beliefs

convictions or expressions of confidence *can change over time*

ethos

credibility

conventions

customary forms and configurations of communication that members expect

implicit-rule culture

customs are implied and known by everyone, but not always clearly stated

racist language

discriminates against members of a given race or ethnic group

adaptors

displays of nonverbal communication that help you adapt to your environment and each context self-adaptor: meeting your own need for security (playing with hair) object-adaptor: use of an object (tapping a pencil)

Priming

excited state of awareness

slang

existing or newly invented words to take the place of standard or traditional words with the intent of adding an unconventional, nonstandard, humorous, or rebellious effect.

role identities

expected social behavior

physical characteristics

eye color, hair length, height, etc.

Selective attention

f a commuter is thinking about a project at work and stops to listen to an ad on the radio, her shift in attention is probably the product of which of the following?

Uncertainty accepting cultures

focus on principles, rather than rules; accept that the outcome is not always known

uncertainty-rejecting cultures

focus on rules for every circumstance and do not like ambiguity or not knowing outcomes

artifacts

forms of decorative ornamentation that are chosen to represent self-concept (tattoos, rings, logos)

active listening and reading

fully attentive, fully present in the moment of interaction

anticipation step

gesture that shows the audience your anticipation of an upcoming point

contextual rules

govern meaning and word choice according to context and social custom

semantic rules

govern the meaning of words and how to interpret them

syntactic rules

govern the order of words in a sentence

internal summaries and foreshadowing

help the audience to keep track of where they are in the message

self-image

how you see yourself and would describe yourself to others

theory of learning styles

idea that people learn better if the message is presented in a strategy that fits with the types of intelligence in which they are strongest Linguistic- reading, writing Logical/math- numbers Spatial- imagery, color, form Musical- rhythm, pitch, tone Bodily- timing, balance, skill Interpersonal- leading others Intrapersonal- reflection, think

Values

ideals that guide our behavior *generally long lasting*

Targeted practice

identifying one's weak areas and specifically working to improve them

Compiling

involves composing your document out of materials from other documents or sources

casual language

involves everyday words and expressions in a familiar group context

selective attention

involves focusing on one stimulus and tuning out a competing stimulus

framing

involves placing an imaginary set of boundaries around a story,of what is included and what is omitted, influencing the story itself

Euphemism

involves substituting an acceptable word for an offensive, controversial, or unacceptable one that conveys the same or similar meaning

context

involves the setting, scene, and expectations of the individuals involved

Signposts (indicators)

key words that alert the audience to a change in topic, a tangential explanation, an example, or a conclusion

Doublespeak

language that deliberately obscures, disguises, distorts, or reverses the meaning of words

Attitudes

learned predispositions to a concept or object *subject to change*

Logos

logic of thoughts

body

message is presented in detail

prejudice

negative preconceived judgement or opinion that guides conduct or social behavior

constructivist model

negotiated meaning, or common ground, when trying to describe communication

affect displays

nonverbal communication that express emotions or feelings

emblem

nonverbal gestures that carry a specific meaning, and can replace or reinforce words (OK symbol)

connotative meaning

often not found in the dictionary but in the community of users itself (can involve emotional associations with words, positive or negative.

self

one's own sense of individuality, motivations, and personal characteristics

confirmation bias

only paying attention to information that reinforces your existing beliefs and ignoring or discrediting information that contradicts your beliefs

external communication

outside the organization, such as clients or vendors

explicit-rule culture

people discuss rules and expectations clearly to make sure the rules are known

credibility

perception of integrity of the message based on an association with the source

importance

perception of worth, value, and usefulness

Incorporation

process by which you bring the information into a whole or complete topic

conclusion

provides audience with sense of closure by summarizing the main points

exposition

public exhibition or display, often expressing a complex topic in a way that makes the relationships and content clear

interest

qualities that arouse attention, stimulate curiosity, or move an individual to a more excited state of mind

internal communications

read only by those in a company

stage

refers to the setting, scene, and context of the communication interaction- can be oral or written

complementing

reinforcing the verbal message

agenda setting

selecting what the audience will see and hear and in what order

self-concept

self-image and self-esteem put together; your central identity

active voice

sentence structure in which the subject carries out the action

passive voice

sentence structure in which the subject receives the action

diagram

show a timeline of events to date

self-fulfilling prophecy

someone's behavior comes to match and mirror others' expectations

novelty

something new, unusual, or unfamiliar

space

space between objects and people

Jargon

special words or expressions that are used by a particular profession or group and are difficult for others to understand.

masking

substituting more appropriate displays for less appropriate displays

exploitation

taking advantage, using someone else for one's own purposes

personal space

the "bubble" of space surrounding each individual

awareness

the ability to be conscious of events and stimuli

Production

the act of creating a document from the elements you have gathered

Rhetoric

the art of presenting an argument

demographic traits

the characteristics that make someone an individual, but that they have in common with others

Doublespeak

the deliberate use of words to disguise, obscure, or change meaning

Syntax

the grammatical arrangement of words in sentences

organization

the process of sorting information into logical categories based on what we have perceived previously

territory

the space you claim as your own

kinesics

the study of body movements

proxemics

the study of human use of space and distance in communication

Egocentrism

the use of self-centered standards to determine what to believe and what to reject

Sociocentrism

the use of society-centered standards

haptics

touch in communication interaction

secondary message

unintentional content, both verbal and nonverbal. impression formed by audience, over which we have no control

bias

unreasoned or not-well-thought-out judgment

sexist language

uses gender as a discriminating factor

individualistic cultures

value individual freedom and personal independence

collectivistic cultures

value the family or community over needs of the individual

paralanguage

verbal and nonverbal aspects of speech that influence meaning: tone, intensity, pausing, even silence

cognate strategies

ways of promoting understanding

Goals

what we value and are willing to work for

Transactional Model

with actions often happening at the same time. The distinction between source and receiver is blurred in conversational turn-taking, for example, where both participants play both roles simultaneously.

Libel

written form of defamation or a false statement that damages a reputation

point of view

your perception of an idea or concept from your previous experience and understanding

replacing

Replacing verbal communication

Bypassing

miscommunication that occurs when two individuals think that they understand each other but actually they miss each other's meaning

asynchronous

occurs at different times

Emotional resistance

occurs when the audience gets tired, often to the point of rejection, of hearing messages that attempt to elicit an emotional response

Cliché

once-clever word or phrase that has lost its impact through overuse

Pathos

passion and enthusiasm

environment

physical and psychological aspects of the communication context

incubation

process by which you cause an idea to develop in your mind

revision

process by which you look over again in order to correct or improve your message

gatekeeping

process of determining what news, information, or entertainment will reach a mass audience

Circular Argument

proposition used to prove itself; assumes the very thing it aims to prove; related to begging the question

Reciprocity

relationship of mutual exchange and interdependence mutuality-speaker looks for common ground nonjudgmentalism- willingness to examine diverse ideas and viewpoints honesty- stating the truth as you perceive it respect- recognizing basic rights and courtesy

external stimuli

stimulation from outside one's self, such as the image of an attractive classmate or the sound of your instructor's voice

relevance

the information applies, relates, or has significance to the listener

chronemics

the study of how we refer to and perceive time

revise

to correct or improve

patch writing

verbatim cut-and-paste insertion of fragments, snippets, or small sections of other publications into your own writing without crediting the source; plagiarism

Sensitivity

your capacity to respond to stimulation, being excited, responsive or susceptible to new information

Carl Rogers' Five Categories of Feedback

1. Evaluative- often involves judgment of the writer and their ethos 2. Interpretive- requests confirmation or clarification of a message, often a question 3. Supportive- communicates encouragement in response 4. Probing- communicates targeted requests for specific information 5. Understanding- communicates sympathy and empathy for the source EISPU

Classic Rhetorical Strategy

1. Exordium- prepares audience to consider your argument 2. Narration- provides necessary background or context 3. Proposition- introduces your claim being argued 4. Confirmation- offers evidence to support the argument 5. Refutation- introduces counterargument, then refutes or objects 6. Peroration- conclusion of the argument EN PC RP

Types of Touch

1. Functional-Professional (doctor exam) 2. Social-Polite (handshake) 3. Friendly-Warmth (hug) 4. Love-Intimacy (kiss between family members or romantic partners 5. Sexual-Arousal (sexual caressing and intercourse)

8 Elements of Communication

1. Source- creator of a message 2. Receiver- receives message 3. Message- stimulus or meaning produced by source 4. Channel- way the message travels 5. Feedback- message receiver sends in response 6. Environment- physical atmosphere where communication occurs 7. Context- psychological expectations of the source and receiver 8. Interference- anything that blocks or distorts the process SR MC FECI

GASCAP/T

7 Effective Argument Strategies: Generalization- what is true of a sample should be true of everything Analogy- two things or ideas that are alike in observable ways Sign- statistics, facts, or cases that indicates meaning Cause- if two conditions appear together, they are causally related Authority- what a credible source indicates is probably true Principle- an accepted or proper truth Testimony- personal experience

c. Emphasis, Arrangement, Clarity, Conciseness

A acts on B, which in turn can influence D by acting through C1, C2, or C3. If a public speaker presents the diagram shown below to illustrate this process, the use of that visual aid reflects which cognate strategies? Select one: a. Emphasis, Credibility, Purpose, Perception b. Credibility, Arrangement, Emphasis, Pathos c. Emphasis, Arrangement, Clarity, Conciseness d. Arrangement, Expectations, Relationships, Ethos

b. Focuses on skills and other professional competencies.

A combination resume does which of the following? Select one: a. Emphasizes your managerial and strategic skills. b. Focuses on skills and other professional competencies. c. Specifically highlights the experience and skills that are relevant to the job. d. Lists your skills and experience, then your employment history and education.

d. Maintaining these groupings enables us to communicate successfully

A company has grouped all of its salespeople into one division and its marketing people into another, even though many of the salespeople work on the same projects as the marketing people. Which of the following statements about language applies to these groupings? Select one: a. Groups are organized without bias or stereotype b. Our ability to organize is useful and a natural process c. Groupings are developed due to their similarity to one another d. Maintaining these groupings enables us to communicate successfully

a. Doublespeak

A local government body has plans to raise taxes and is planning to put the issue to vote at the next election. The wording of the legislation states that the township would like residents to vote in favor of a lifestyle improvement for the community in an attempt to disguise the true purpose of the bill. Which of the following forms of language does this represent? Select one: a. Doublespeak b. Euphemism c. Jargon d. Scope creep

c. Explanation

After you deliver the news that the company will be moving to a new location in a different state, many employees are clearly upset and agitated. However, the company has a plan to help relocate those employees who wish to stay with the company. You take the time to explain this process and answer any questions that might arise. Which of the following describes this part of your negative news delivery? Select one: a. Acceptance b. Buffer c. Explanation d. Redirect

d. Selective retention

All employees at your organization are required to participate in a certain training module each year. You have participated in this workshop several times, and the presentation has not changed much from year to year. As a result, you tune out the speaker several times during the presentation. Which of the following does your behavior represent? Select one: a. Selective attention b. Selective exposure c. Selective response d. Selective retention

Demographic

An ambitious middle-aged commuter stops thinking about her job to listen to an ad on the radio because it begins with a song she recognizes from her childhood. Which audience trait did the ad use to successfully grab her attention?

Measurable gain ?

As Director of Human Resources, you are responsible for communicating new policies to employees. During an earlier meeting, you informed employees that the number of sick days had been reduced and that they would not have as many paid holidays. Employees did not respond well. The company added paid vacation days to offset the new policy. At the most recent meeting, employees were not as hostile. Which of the following explains the improved reception at the second meeting?

d. Measurable gain

Focus on personal interactions and experiences

As you begin your new role at one of your organization's foreign locations, you are determined to be as effective as possible in your interactions with the people in your new office, as well as the people who are native to the country. Which of the following interpersonal communication strategies should you integrate into your behavior?

d. Who is involved? What is happening? Where is it happening?

As you watch the construction of your new office building, a scaffold breaks, and several workers hold on to the ropes and await rescue. Which of the following questions should be focused on first during this crisis? Select one: a. Who is involved? Are they important? Is it news? b. When did it happen? What is the crisis? Is it news? c. Who was involved? How is it relevant to the audience? d. Who is involved? What is happening? Where is it happening?

d. Consider the context of the message

Austin is addressing a group of retirees living in an upscale retirement community about the community's fitness options. Which of the following pieces of advice should he consider to have the most impact on his audience? Select one: a. Speak from the heart b. Say the message in simple terms c. Add a new twist to a familiar phrase d. Consider the context of the message

Symmetry (Gestalt Principle)

Balancing objects or ideas equally from one side to another

c. Ethnocentrism

Bill's job as an account manager is to work with clients in his local area. Recent organizational changes require all employees to have contact with the company's global offices and clients in foreign regions. At a training session, employees were given examples of how to interact with employees and clients from these nations. Most employees understood the nature of these exercises and were open to learning how to work with people from different backgrounds and cultures. Bill, however, was very open in his comments about his opinions of people from these nations, and he claimed they were not as knowledgeable and skilled as the clients he works with in his home country. Which of the following behaviors is Bill demonstrating? Select one: a. Persuasion b. Receptiveness c. Ethnocentrism d. Non-judgmentalism

a. Microgroups

d. perceptions; intercultural

By understanding that our ____ are not the only ones possible, we can limit ethnocentrism and improve ____ communication. Select one: a. ideas; learning b. minds; perceptual c. theories; scientific d. perceptions; intercultural

d. Reverse Chronological

Cheryl has a strong work history, no gaps in employment, and can highlight specific skills and experiences. Which type of resume would best highlight Cheryl's work history? Select one: a. Scannable b. Functional c. Combination d. Reverse Chronological

c. Message

Clare and Holly are friends planning a vacation. They are trying to decide between San Antonio, Texas and San Diego, California. Holly points out that "both have great attractions: one has the riverwalk, while the other has the ocean." This statement is best characterized as an example of which of the eight communication process components? Select one: a. Context b. Environment c. Message d. Purpose

a. Bar chart

During Susan's presentation, she will be discussing the sales levels for her division's 3 different products for the past 12 months. She would like to show these sales levels at each monthly time interval. Which of the following visuals aids would be the best choice for illustrating this information? Select one: a. Bar chart b. Diagram c. Line graph d. Pie chart

a. Direct the media to the designated spokesperson

During a crisis, you are approached by a member of the local media requesting an interview. How should you respond? Select one: a. Direct the media to the designated spokesperson b. Answer basic questions, but do not go into detail c. Be open and honest about the events that occured d. Speculate about the cause, but state that it is your opinion

Defining your terms

a. Defining your terms

During a presentation, you provide your audience with an example of how the concept you are exploring is used in everyday life. Which of the following strategies for improving verbal communication are you using? Select one: a. Defining your terms b. Using precise words c. Considering your audience X d. Checking for understanding

a. Use a direct format

Employees at your company are being given an extra day off prior to an upcoming holiday. You have been asked to write the memo that will be distributed to the entire organization. Which of the following strategies should you include in your message? Select one: a. Use a direct format b. Use an informal tone c. Generalize the subject line d. Include a personal comment

c. Depression-frustration

Experiencing sadness and anxiety when confronted by trends in your host culture is an example of which stage of the acculturation process? Select one: a. Acceptance b. Initial culture shock c. Depression-frustration d. Superficial adjustment

b. Preunderstanding

c. Formal. Ayana used professional language that is concise

Hello Ms. Johnson - Thank you for providing feedback regarding the project proposal. As a result of your feedback, I will revise the summary and add discussed details to the project outcome. I will send you the updated proposal for review on Monday. Select one: a. Colloquial. Ayana used regionally appropriate phrases. b. Colloquial. Ayana used formal language to provide unnecessary information. c. Formal. Ayana used professional language that is concise. d. Formal. Ayana used everyday words and wrote as if she was communicating with a friend.

c. They should be conducted even if only one person is new

How can introductions be used to ensure that a meeting is productive? Select one: a. They should be conducted following a roll call b. They need not be done if there is no new business c. They should be conducted even if only one person is new d. They need not be done if there is only one new person in attendance

a. Formal. Reports should be written in clear business language.

If you were asked to write a section of a company report, which type of writing style would you use and why? Select one: a. Formal. Reports should be written in clear business language. b. Casual. Using everyday language in makes you seem more relatable. c. Approachable. This type of language shows that you care about the average person. d. Colloquial. Using slang in the report will show readers that you are connected to society.

b. Analyze the problem. Establish criteria. Consider possible solutions

In Dewey's reflective thinking sequence, which of the following identifies the proper order for problem solving? Select one: a. Analyze the problem. Consider possible solutions. Establish criteria. b. Analyze the problem. Establish criteria. Consider possible solutions. c. Establish criteria. Consider possible solutions. Analyze the problem. d. Consider possible solutions. Establish criteria. Analyze the problem.

c. You live...You will raise...You will live and work

In a 2010 speech, President Barack Obama said: "You live in a century where the speed with which jobs and industries move across the globe is forcing America to compete like never before. You will raise your children at a time when threats like terrorism and climate change aren't confined within the borders of any one country. And as our world grows smaller and more connected, you will live and work with more people who don't look like you or think like you or come from where you do." What parts of this passage demonstrate how the President used a consistent approach that was tailored to his audience? Select one: a. America...threats...don't look like you b. In a century...at a time...with more people c. You live...You will raise...You will live and work d. The globe...the borders...or come from where you do

a. Maintain eye contact with the speaker.

In her new job as an executive assistant, Diane has discovered that she needs to be a very active listener to assist her boss efficiently. Which of the following statements of advice would you give her? Select one: a. Maintain eye contact with the speaker. b. Compare the speaker's technique to your own. c. Focus your attention on an internal monologue. d. Judge the credibility of the speaker based on the quality of the presentation.

a. Read all types of business documents.

Reading can enable you to become a good writer. In order to be an effective business writer, you should do which of the following? Select one: a. Read all types of business documents. b. Read all types of documents, books, or texts. c. Read only business newspapers and magazines. d. Read documents that are only within your chosen field.

repeating

Repeating verbal communication

a. Explicit-rule, implicit-rule

Janna and Caroline are co-organizers of the office's holiday party, but they have trouble working together. Janna wants to set up food, serve it at a specific time, and then put it away before collecting and distributing gifts. Caroline wants to have the food available throughout the party and to let people find their gifts under a tree whenever they want to. What cultural dimensions do Janna's and Caroline's preferences appear to reflect? Select one: a. Explicit-rule, implicit-rule b. Individualistic, collectivistic c. Judgmental, non-judgmental d. Uncertainty-rejecting, uncertainty-accepting

c. Mass communication

Kate and Leo are sitting in the company cafeteria, watching the streaming video of a business program on Kate's laptop. Their boss Joshua, in his office, has the same streaming video on his desktop computer, while Martin, who is using the photocopier in the room next door, is listening to it on his iPod. The four colleagues are all listening to the same program, because a fifth colleague is being interviewed by the program's host. At this moment in time, the streaming video represents which of the following communication contexts? Select one: a. Group communication b. Interpersonal communication c. Mass communication d. Public communication

co-languages

Language systems that exist and interact with dominant language but are nonetheless distinct from it.

d. Leader-as-conductor

Leaders who bring people together for a common goal are using which of the following styles? Select one: a. Autocratic b. Laissez-faire c. Leader-as-coach d. Leader-as-conductor

Aristotle's Rhetorical Elements

Logos 1. Clarity- clear understanding 2. Conciseness- key points 3. Arrangement- order, hierarchy, placement Ethos 1. Credibility- character, trust 2. Expectation- norms and anticipated outcomes 3. References- sources and frames of reference Pathos 1. Tone- expression 2. Emphasis- relevance 3. Engagement- relationship

b. People only perceive nonverbal communication to be more powerful than words, but not in practice.

Many research studies have shown that nonverbal communication is four times as powerful as using words. However, these results have come under scrutiny as being inaccurate. What is one of the likely reasons for such high numbers? Select one: a. The results are a function of bias in the research methods. b. People only perceive nonverbal communication to be more powerful than words, but not in practice. c. Participants in the studies answer this way because they are guessing at what the researchers want them to answer. d. People don't make distinctions between the context of how messages are delivered and don't recognize the impact of nonverbal communication. X

d. Monochromatic time

Mary is a new employee. At her previous job, the focus was on multi-tasking; the culture at her new job emphasizes a "work before play" environment. Which of the following orientations applies to Mary's new job? Select one: a. Short-term focus b. Long-term focus c. Polychromatic time d. Monochromatic time

d. Schultz believes that our needs operate on a continuum

Maslow and Schultz both developed theories about interpersonal needs. Which of the following describes the primary difference between these theories? Select one: a. Maslow's theory incorporates "overpersonals" b. Schultz's theory incorporates our "need to know" c. Maslow believes that our needs operate on a continuum d. Schultz believes that our needs operate on a continuum

d. To avoid including biased information in his presentation.

Matt is conducting research for a speech he has been asked to present, and has come across several studies with evidence he would like to include in his presentation. Matt needs to know who conducted the studies, how they were conducted, and who funded the studies. Why does he need to know this information? Select one: a. To change audience perceptions. b. To meet the expectations set by OSHA. c. To create a more culturally inclusive presentation. d. To avoid including biased information in his presentation.

uniformity/homogeneity (Gestalt Principle)

Noting ways in which concepts or objects are alike

b. Mutuality and reciprocity

On June 4, 2012, President Obama made the following statements to an audience at Cuyahoga Community College in Cleveland, Ohio: "We were told that huge tax cuts, especially for the wealthiest Americans, would lead to faster job growth. We were told that fewer regulations, especially for big financial institutions and corporations, would bring about widespread prosperity. We were told that it was OK to put two wars on the nation's credit card; that tax cuts would create enough growth to pay for themselves. That's what we were told." What two ethical qualities did the President develop by using "we" in this passage? Select one: a. Respect and trust b. Mutuality and reciprocity c. Non-judgmentalism and respect d. Honesty and non-judgementalism

d. Symmetry

One man argues that taxes should be raised on everyone. His friend argues that taxes should be lowered for everyone. Which Gestalt principle is exemplified by these arguments? Select one: a. Continuity b. Locality c. Proximity d. Symmetry

Emotional resistance

One of your competitors publicized a recent crisis at your company. You remedied the situation and sought to communicate the resolution to the public. However, your competitor is continuing the campaign, even though you anticipate that their message has lost ground. Which of the following elements of emotional communication is likely occurring?

c. Emotional resistance

d. Internal monologue

Sandy recently heard that the company will be downsizing, and that several departments may be eliminated. Afterwards, he began to think about how he might be called into his supervisor's office to be fired. He considered the words she might use, the personal items he might have to pack before leaving the company, and what he might say to his family. Because of this, he is unable to focus on his work. What kind of behavior does this describe? Select one: a. Belonging b. Self-concept c. Dimension of self d. Internal monologue

Ralph Lauren Corporation Announces CEO Departure

c. Ralph Lauren Corporation Announces CEO Departure

Sharing negative news with the public in an effective way can be challenging. A meaningful headline is essential to ensure your message is received effectively. Which of the following press release headlines is most effective, clear, and concise? Select one: a. Hostess Brands is Closed b. NETDAY96 For Our State Announced c. Ralph Lauren Corporation Announces CEO Departure d. ING Rebalances Hedge Portfolio for Employee Options

d. We can block out things that we hear

Steve is a customer service representative who receives hundreds of emails each day. He has been reprimanded by his boss for failing to respond to these emails, which are indicated to Steve by an audible tone on his computer. Which of the following statements about hearing and listening appears to apply to Steve's lack of responsiveness? Select one: a. Hearing is voluntary b. Listening is accidental c. Listening is being taken for granted d. We can block out things that we hear

c. Sequence transitions

Sugako uses the following statements to preview the contents of her speech: "First, I'll define the different types of rentals. Then I'll teach you why renting to young, professional families is your best bet. Finally, we'll go over how to work through the financing." What type of transitions has she used? Select one: a. Time transitions b. Internal previews c. Sequence transitions d. Clarification transitions

c. Yes, because plain language written professionally is acceptable for business communication.

Sunny was very excited when she bought a new video game. However, when she tried to play the game, all she saw were fuzzy lines across the screen. She contacted the seller immediately requesting a refund, and received the following response: "We received the letter you wrote last Monday. We agree that you are entitled to a refund and will mail it to you within 2 days. Sincerely, [Seller]" Is this letter an appropriate message to send in this situation? Why, or why not? Select one: a. No, because simple language appears unprofessional. b. No, because all business writing should be as formal as possible. c. Yes, because plain language written professionally is acceptable for business communication. d. Yes, because the receiver may not have a high enough education to understand more complex language.

d. Interference of the communication

Susan is meeting with a group of managers from one of the company's global offices. In her home office, Susan runs meetings and expresses her views where and when she feels it is appropriate. However, during the meeting with the foreign office, she finds that the male managers do not allow her to speak, and they indicate that she should remain silent. Which of the following intercultural factors does this behavior describe? Select one: a. Intracultural communication b. Ethnocentric communication c. Context of the communication d. Interference of the communication

Closure (Gestalt Principle)

Tendency to use previous knowledge to fill in the gaps in an incomplete idea or picture

a. Syntax

The simple words and short statements that dominate advertising copywriting are most governed by which aspect of language? Select one: a. Syntax b. Context c. Paradigms X d. Symbolism

a. Members may split off into microgroups

The work group you belong to has grown over time. Which of the following behaviors are group members likely to exhibit? Select one: a. Members may split off into microgroups b. Members will participate in interpersonal communication only c. Relationships among group members will solidify making the group more effective d. Group members will designate a cut-off of 8 members in order to remain a large group

b. It assumes the audience is all male.

This transcript won first place in the elevator speech stage of a business plan competition at the University of Dayton. For a typical audience, what weakness in audience analysis does it exhibit? Let's face it. Sometimes, men just don't understand women, and that's OK. We don't expect you to all the time. But it would be nice if a male who was developing an iPhone app for us understood us better. Ten million female iPhone users have repeatedly shown interest in the app market. But there are two problems here: One, not a lot of apps exist for women and, two, the apps that do exist kind of fall short of the mark -- and that's mainly because men are developing them. So, our team, we believe we can connect with this dissatisfied and under-targeted market to develop very tailored apps specifically for women. We're seeking a $100,000 investment in exchange for a 25% stake in equity and a 10x return. We'll roll out one app quarterly, starting in six months from the initial investment. We expect break-even to occur by the end of year one. We're MissApp, we're designing for women, and it's because, well, women like technology too. Select one: a. It may be offensive to men. b. It assumes the audience is all male. c. Its informality does not suit its targeted investors. X d. It uses too many numbers in a brief period of time.

Storming and Norming

b. Forming and storming

Two individuals in a newly-formed group have conflicting views about which one should lead the group. The conflict is resolved when the members take a vote. The conflict and the vote represent which stages in group development? Select one: a. Forming and norming X b. Forming and storming c. Storming and norming d. Norming and performing

d. Intrapersonal communication

Ulani is a graphic artist who spends most of her day working independently to create images that capture the features, feelings, and facts about the company's products that the director of advertising tells her to portray. Because of this, what form of communication does Ulani experience during most of her workday? Select one: a. Structural communication b. Corporate communication c. Interpersonal communication d. Intrapersonal communication

Plagiarism

Using someone else's writings or ideas as one's own without giving credit to the source

b. Round

What kind of table should be in a meeting room if the collaboration among attendees is required? Select one: a. Square b. Round c. U-shaped d. Rectangle

d. Your call to action

What part of an elevator speech does the following statement address? "Please feel free to pass along my business card to any of your associates you feel might be in need of my services." Select one: a. Your benefits b. What you offer c. Your conclusion d. Your call to action

cultural value system

What you value and pay attention to.

b. Dyadic effect

When we reveal something about ourselves, we expect that others will reciprocate. What is the formal term for this phenomenon? Select one: a. Risk b. Dyadic effect c. Self-disclosure X d. Social penetration

c. Appropriateness

When you take into account your audience's interests and expectations before choosing a speech topic, which strategy are you considering? Select one: a. Action b. Appeal c. Appropriateness d. Arrangement

a. Theory X

Which management theory is characterized by skepticism about workers' willingness to work? Select one: a. Theory X b. Theory Z c. Chaos Theory d. Contingency Theory

c. Theory Z

Which management theory is characterized by workers who are trusted to do their best jobs and managers who are trusted to support workers? Select one: a. Theory X b. Theory Y c. Theory Z d. Systems Theory

d. It is dependant on the size of the audience

Which of the following accurately describes the nature of interpersonal communication? Select one: a. It does not focus on prior history b. Emphasis is placed on the relationship X c. It is not distinct from personal interaction d. It is dependant on the size of the audience

Presentation of information to the media

Which of the following best describes a press conference?

They exist and interact with a dominant language but are distinct from it.

Which of the following best describes co-languages?

d. They exist and interact with a dominant language but are distinct from it.

Which of the following best describes co-languages? Select one: a. They create common ground for all people within a culture. b. They are not distinct from primary languages and do not include slang. c. They are not distinct from primary languages and do not include jargon. d. They exist and interact with a dominant language but are distinct from it.

c. Prepare a clearly defined agenda

Which of the following can help to reduce or eliminate the storming stage at a meeting? Select one: a. Arrange the seats in rows b. Prepare goals for the meeting c. Prepare a clearly defined agenda d. Email a reminder the morning before

b. Distribute the agenda several days in advance

Which of the following describes a strategy for more productive meetings? Select one: a. Practice informal communication styles b. Distribute the agenda several days in advance c. Meeting attendants should not know each other d. Distribute previous meeting's minutes at the beginning

b. Motivation is the means, while persuasion is the goal

Which of the following describes the difference between persuasion and motivation? Select one: a. Motivation is the goal, while persuasion is the means. b. Motivation is the means, while persuasion is the goal. c. Persuasion is the process, while motivation is the stimulus. d. Motivation is the process, while persuasion is the stimulus.

c. Principle

Which of the following elements of the GASCAP/T method of organizing strategies is represented in these sentences? "Caffeine is a stimulant. So is tobacco. They each can have a negative impact on our systems and should be avoided in pregnant women." Select one: a. Analogy b. Cause c. Principle d. Sign

Ask the employee to meet with you privately in your office.

Which of the following formats is the most effective way to deliver a negative news message to your employee about his/her breach of acceptable work policies?

d. Ask the employee to meet with you privately in your office.

Which of the following formats is the most effective way to deliver a negative news message to your employee about his/her breach of acceptable work policies? Select one: a. Explain the problem in an email to the employee. b. Leave a sealed note on the door of the employee's locker. c. Invite the employee to lunch and explain the problem then. d. Ask the employee to meet with you privately in your office.

c. Gatekeeping

Which of the following forms of framing determines what news or information reaches a mass audience? Select one: a. Interest b. Distribution c. Gatekeeping d. Agenda setting

c. Source, Receiver, Context, Message

Which of the following includes correct components of the Transactional Model of Communication? Select one: a. Receiver, Noise, Static, Source b. Source, Receiver, Context, Static c. Source, Receiver, Context, Message d. Source, Receiver, Context, Negotiated Meaning

d. It may be associated with gaps in employment history

Which of the following is a disadvantage of a functional resume? Select one: a. It may not fit established resume guidelines b. It may be difficult to highlight skills and experience c. Employers may prefer a reverse chronological order d. It may be associated with gaps in employment history

a. Reread, revise, and review.

Which of the following is an effective strategy for writing more effective emails? Select one: a. Reread, revise, and review. b. Generalize and avoid specifics. c. Be wordy to appear professional. d. Use abbreviations where possible.

b. How often do you visit our store?

Which of the following is an example of a closed-ended question? Select one: a. How do you like our product? b. How often do you visit our store? c. What do you think about our return policies? d. Why did you choose our product over the competition?

d. Face-saving strategies

Which of the following is associated with defensive communication? Select one: a. Small talk b. Gunnysacking c. Empathetic listening d. Face-saving strategies

c. Designating a meeting place or location

Which of the following is necessary for centralized communication during a crisis? Select one: a. Creating a media plan b. Deciding which actions to take c. Designating a meeting place or location d. Providing education about relevant plans

b. Any information you share could be quoted by entertainment or news media.

Which of the following is the most important rule of public interviews? Select one: a. Interviews matter less in a crisis communication situation. b. Any information you share could be quoted by entertainment or news media. c. Everything the interviewee says must be able to be condensed down to thirty second or less. d. Never say anything you would not feel comfortable hearing quoted out of context on the evening news.

c. The problem should have a formalized working definition

Which of the following is true of defining a problem in the group problem-solving process? Select one: a. The problem should be broadly defined b. The problem should be narrowly defined c. The problem should have a formalized working definition d. The problem's criteria should be used to evaluate any and all potential solutions

Inability to communicate impacts your sense of self (self-concept).

Which of the following statements about communication is true?

c. Connotative terms can be found in the community of users

Which of the following statements about connotative meaning is correct? Select one: a. Connotative meanings are universal b. Connotative terms can be found in the dictionary c. Connotative terms can be found in the community of users d. Connotative terms have no relationship to denotative terms

b. To receive information that leads to a result.

Which of the following statements best describes the goal of business communication? Select one: a. To elevate one's position in the company. X b. To receive information that leads to a result. c. To share all information necessary to achieve a business result. X d. To receive information that helps the businessperson build a case for the sale.

d. "I'm concerned that this decision will put our department at a disadvantage.

Which of the following statements demonstrates how to respond to a problem you have with your manager in a way that does not escalate the conflict? Select one: a. "You are firing our most productive workers." b. "We can't afford to lose so many employees at this time." c. "You should not be terminating so many people from my department." d. "I'm concerned that this decision will put our department at a disadvantage."

d. Both forms have verbal and nonverbal categories

Which of the following statements describes the ways in which written and oral communication are similar? Select one: a. Both forms are asynchronous b. Neither forms are impacted by interference c. Both forms include only verbal dimensions d. Both forms have verbal and nonverbal categories

a. Your request for an extra vacation day has been denied

Which of the following statements is the most direct example of delivering negative news? Select one: a. Your request for an extra vacation day has been denied. b. Thank you for your grant proposal. We are sorry to report that your request was not approved for funding. c. Unfortunately, all funds allocated for this project have been distributed and your request is being denied. d. While you made a valid argument for requesting a refund, our policy is firm and no refunds are offered for any reason.

a. Conversational

Which of the following styles is represented in this sentence? Which of the following styles is represented in this sentence? "As you know, we will be launching our new manufacturing process at the beginning of next month." Select one: a. Conversational b. Formal c. Indirect X d. Passive

c. Self-image

Which of the following terms describes how we see and feel about ourselves and, and influences how we communicate with others? Select one: a. Self-concept b. Self-esteem c. Self-image d. Self-reality

c. Sign

You include information about unemployment rates through the years in your presentation about American history. You note the high unemployment rate in November 1982 (10.8%), and you compare it with 2.5% in May 1953. Which of the following elements of the GASCAP/T method of organizing strategies are you using to communicate these figures? Select one: a. Authority b. Evidence c. Sign d. Testimony

d. The fourth sentence

Which sentence in this statement from former Speaker of the House John Boehner's press conference on raising the debt ceiling is an example of an ethical lapse in presenting information? "(1) Our disagreement is over the idea of raising taxes on the very people we're asking to create jobs in our country. (2) I agree with the president that the national debt limit must be raised, and I'm glad that he made the case for it today. (3) But the American people will not accept -- and the House cannot pass -- a bill that raises taxes on job creators. (4) The House can only pass a debt limit bill that includes spending cuts larger than the hike in the debt limit, as well as real restraints on future spending." Select one: a. The first sentence b. The second sentence X c. The third sentence d. The fourth sentence

a. Uncertainty theory

Which theory of self-disclosure explains that we choose to know more about others with whom we have interactions in order to reduce or resolve the anxiety associated with the unknown? Select one: a. Uncertainty theory b. Self-actualization theory c. Social penetration theory d. Predicted outcomes value theory

d. Actual Object

Which type of visual communication shows the audience an item that is crucial to see for it to be understood in discussion, such as evidence in a criminal trial? Select one: a. Pie Graph b. Bar Graph c. Illustration d. Actual Object

b. When you are addressing people from a different culture

While making a presentation, under what circumstance might you disregard the time allotment for your speech and fill time with general or social comments? Select one: a. When there is no specific structure for your presentation b. When you are addressing people from a different culture c. When you have not taken the time to rehearse your presentation d. When you have more to present than what will fit into the time slot

c. Polychromatic time

While visiting one of the company's global branches, Pat was invited to an after-work dinner party. His invitation noted that the evening would being at 8PM. To be polite and punctual Pat arrived at a few minutes past 8:00, but was surprised to see that no else was there. Eventually, people began to arrive and Pat asked about the start time to be sure he read the invitation correctly. He was informed that in this culture, people did not show up for an event until quite a while after the designated time. Which of the following orientations does this describe? Select one: a. Short-term focus b. Long-term focus c. Polychromatic time d. Monochromatic time

Thought

Words stand for ideas and things, but they are not the same as those ideas and things. Which of the following is part of the semantic triangle?

d. Be calm and confident

You are about to give a press conference to explain why the company will be firing two hundred employees. While you have a written statement, you will also be taking questions from the audience, who will likely not be friendly. Which of the following behaviors should you exhibit during this session? Select one: a. Be unemotional b. Be stern and firm c. Be aloof and severe d. Be calm and confident

b. Receiver/source

You are in a restaurant in New York City and want a sandwich on a long roll for lunch. You are from Philadelphia and order a hoagie. The waiter does not understand your request. Which aspect of the constructivist model of communication must be addressed in order to properly communicate your order to the waiter? Select one: a. Channels b. Receiver/source c. Message/feedback d. Negotiated meaning

c. Reflection

You are in working on a report on the company's sales figures for the past year. You are taking the time to ensure that all the data is accurate, and that your analysis of these figures is correct. Your supervisor keeps asking for the report and accuses you of procrastination. In reality, what task are you performing? Select one: a. Bypassing b. Clarification c. Reflection d. Revision

c. Practice reading your presentation out loud to control your tone

You are making a presentation to your new client's company and want to ensure that you are as effective as possible. Which of the following strategies should you use to determine how your speech may be received by your audience? Select one: a. Don't exceed the time allotted b. Make time for feedback to your presentation c. Practice reading your presentation out loud to control your tone d. Balance the need for attention to detail with getting your point across

Speak at a rate that matches the client's speech to mirror their pattern.

You are meeting with a client who speaks very quickly. How should you speak with this client to help build rapport?

b. Speak at a rate that matches the client's speech to mirror their pattern.

You are meeting with a client who speaks very quickly. How should you speak with this client to help build rapport? Select one: a. Speak at your normal pace, since that is natural for you. b. Speak at a rate that matches the client's speech to mirror their pattern. c. Speak more slowly than the client to reduce the pace of the conversation. d. Speak more quickly than the client to keep the conversation going at a rapid pace.

a. Bypassing

You are meeting with a new client in the client's home city. Via email, you have agreed to meet at the downtown Starbucks. You arrive at the city limits, make your way to the center of the town, and enter the Starbucks at the major intersection. After waiting for 20 minutes, you contact the client to find out why he hasn't arrived yet. To your surprise, the client says that he is waiting for you at the Starbucks at the edge of town. Your interpretation of "downtown" meant the middle of the city; the client's interpretation of "downtown" referred to a direction. Which of the following describes this misunderstanding? Select one: a. Bypassing b. Formatting c. Introspecting d. Reflecting

b. Interpersonal communication

You are new to a job, and your supervisor calls a meeting for 9AM. You show up at her office at 9:30 and find that everyone else is already involved in the meeting. Afterwards, you are chastised for being late, however, you don't understand why this is a problem or issue. Which of the following communication contexts addresses this variation in time perception? Select one: a. Group communication X b. Interpersonal communication c. Intrapersonal communication d. Mass communication

fallacy

false logic

a. Have you considered quitting the team?

You are planning a speech to the varsity baseball team at your local high school. Which of the following would you choose as an effective attention getter? Select one: a. Have you considered quitting the team? b. Did you know that if you begin to save now, you could retire earlier? c. If I had the recipe for earning an athletic scholarship, how much would you pay for it? d. Got a few minutes to spare? I can show you how you can turn those minutes into hours of happiness and satisfaction.

c. Expressing yourself professionally in speech and in writing will help you achieve your goals.

You are preparing a seminar on business communication and want to ensure that your audience understands the role good communication skills play in the workplace. One of the aspects of your presentation revolves around the learning process. Which of the following statements illustrates how communication influences the ways we learn? Select one: a. Your communications skills help you to understand others. b. Your speaking and writing are reflections of your thoughts, experience, and education. c. Expressing yourself professionally in speech and in writing will help you achieve your goals. d. Your professionalism and attention to detail will reflect positively on you and set you up for success.

d. Problem and solution

You are preparing a speech discussing a situation in one of your international offices. Which of the following organizing principles are you using when you say the following? "While the situation is ongoing, we have hired new employees to ensure that all client needs are being met." Select one: a. Contrast b. Chronological c. Cause and effect d. Problem and solution

a. Fair Use Act

You are preparing content for your company's website, and you want to ensure that you only use material you are legally entitled to. Which of the following pieces of legislation should you become familiar with? Select one: a. Fair Use Act b. Safe Harbor Provision c. Liability Limitation Act d. Publisher Satisfaction Clause

a. Exposition

You are presenting your company's innovative new process for manufacturing dishwashers. The process is quite complex, so you want to ensure that the information is clear. Which is the best way to present this information? Select one: a. Exposition b. Interpretation c. Point of view d. Sharing meaning

d. No, because written communication will not elicit the same feedback from the manufacturing department as oral communication.

You are the lead engineer at a bicycle manufacturing firm. You have been spearheading a project that uses technology to increase bicycle racers' performance. You have discussed this project with other engineers, and you have been asked to write a report for the company's manufacturing department. You would like to simply write down your conversations with the engineers, rather than compose something new. Is this a good idea? Select one: a. Yes, because if the engineers understood your comments, those in manufacturing should as well. b. Yes, because using the same words and phrases in oral communication can easily convey your message when used in written communication. c. No, because oral communication is the most effective means of communication. d. No, because written communication will not elicit the same feedback from the manufacturing department as oral communication.

c. People at the pre-meeting may be more encouraged to participate at the actual meeting

You developed a purpose statement for an upcoming meeting; the document will help create the agenda. You approached several people who will attend the meeting to help facilitate the agenda. What may be a result of this pre-meeting contact? Select one: a. People excluded from the pre-meeting may feel alienated at the actual meeting b. People at the pre-meeting may feel singled out and uncomfortable with the attention c. People at the pre-meeting may be more encouraged to participate at the actual meeting d. People excluded from the pre-meeting may express a desire to assist for the next meeting

Egalitarianism

You give presentation to a group of diverse workers at a manufacturing plant. Some of these people are from top management, others are line workers, and others have mid-level positions. Which of the following characteristics will you exhibit when you share your material in a way that is relevant to your entire audience?

b. Egalitarianism

d. Selective retention

You had a meeting with your new client's team recently, and you included a wide range of visual aids, such as PowerPoints, videos, and demonstrations. Audience members also had the opportunity to try the new product during the presentation. After the meeting, several members of the team approached you to say how much they enjoyed your presentation and the chance to try out the product. It appeared that they focused on this specific part of your presentation. Which element of selective perception does their behavior illustrate? Select one: a. Selective attention b. Selective exposure c. Selective response d. Selective retention

Self-fulfilling prophecy

You have always done well at work, but your new supervisor criticizes your performance and output. After two weeks on the job, you are no longer pleased with your work and your productivity decreases. Which of the following concepts does this represent?

c. Maintaining the relationship

You have received a complaint from a customer who is not pleased with the mattress they purchased 6 months ago. Your company's return policy clearly states that no returns are accepted after 90 days. The customer is insistent that you provide a refund, but you are unable to do so. Instead, you are able to offer the customer a partial credit on a future purchase. Which goal in the process of delivering negative news does this offer describe? Select one: a. Reducing anxiety b. Avoiding legal liability c. Maintaining the relationship d. Helping the customer accept the news

d. Democratic

You held a meeting and asked the attendees for their input and to share their ideas. According to Schultz's theory of interpersonal communication, which of the following styles does this describe? Select one: a. Abdicratic b. Affective c. Autocratic d. Democratic

self-esteem

feelings of self-worth, self-acceptance or self-respect

stereotypes

generalizations about a group of people that oversimplify their culture

a. Bypassing

You receive an email from your supervisor asking you to ship all available packages that have more than 30 umbrellas to a specific retailer. You identify five boxes that contain 35 umbrellas and promptly ship them. Three days later, your supervisor calls you to complain that an insufficient number of boxes have been shipped, and that there are actually 15 boxes that contain 30 umbrellas or more. There appears to be a misunderstanding of the intended meaning, which can be due to differences in context of culture. Which of the following explains this misunderstanding? Select one: a. Bypassing b. Clarification c. Expectations d. Reflection

d. Ethnocentrism

You recently presented to peers at one of your company's international locations. During the meeting, audience members asked questions, even though you had asked that all questions be held until the end. Some audience members also addressed each other during the presentation about the points you were making, though you had asked that no private conversations take place during the meeting. You were displeased with this behavior, since you felt that the behavior you expected was correct and their behavior was wrong. Which of the following describes your attitude toward their actions? Select one: a. Cultural b. Prejudice c. Stereotyping d. Ethnocentrism

c. You should proofread for proper grammar, spelling, and punctuation, and ensure that it is easy to read.

You wrote a lengthy document to your employees that outlined a change in vacation days, sick time, and personal days off. It took you a great deal of time to compile the information in this document, and you would like to distribute it immediately. What should you do to ensure that your document is ready to be distributed? Select one: a. As long as the format used is attractive to the eye, you are ready to send your work. b. As long as you took the time to use correct grammar, spelling, and punctuation, it is ready to go. c. You should proofread for proper grammar, spelling, and punctuation, and ensure that it is easy to read. d. You should reformat it to ensure that each of the three changes are highlighted and in alphabetical order.

b. Beliefs

Your approach to making a presentation has been consistent over time. Your strategies have been effective, and you are hesitant to revise your style or methods. The company has hired a speech coach to enhance the skills of the company's employees. You have been resistant to make changes, but have come to recognize that the coach's ideas have merit. Which of the following characteristics does this slow change in thinking represent? Select one: a. Attitudes b. Beliefs c. Self-esteem d. Values

d. Physical characteristics

Your company bought new desks for its employees. The workstations come with high desks, tall stools, and stationary keyboard shelves. You are not happy with this new office furniture. Which of the following individual differences is the likely reason for your displeasure? Select one: a. Perceptual factors b. Cultural background c. Psychological factors d. Physical characteristics

c. Plagiarism

Your company installs roofing. Your marketing department has come up with a new campaign that uses a quote from John F. Kennedy, "The time to repair the roof is when the sun is shining." Which of the following legalities would you be violating if you used this quote without stating the source? Select one: a. Libel b. Slander c. Plagiarism d. Copyright infringement

a. A meeting of all employees led by the CEO

Your company is planning to close several branches around the country. Many employees will lose their jobs, and rumors have already been spread about the impact this will have on many of the workers. Which of the following strategies should the company take to share this information? Select one: a. A meeting of all employees led by the CEO. b. An email announcement from human resources. c. A general memo from corporate headquarters sent via email. d. A printed copy of the press release distributed to all employees via internal mail.

Define the problem, analyze the problem, establish criteria, and consider solutions

a. Define the problem, analyze the problem, establish criteria, and consider solutions

Your law firm has experienced significant growth over the past few years. You have hired many new attorneys, assistants, researchers, and other staff members. Along the way, hierarchies were put into place without much thought to the reporting structure. As a result, it is unclear who reports to whom, or each person's responsibilities. The management has realized that changes and clarifications are needed, and will use Dewey's seven-step reflective thinking sequence to address their problems. What are the first four steps of this sequence? Select one: a. Define the problem, analyze the problem, establish criteria, and consider solutions b. Define the problem, analyze the problem, consider solutions, and decide on a solution c. Establish criteria, consider solutions, decide on a solution, and implement the solution d. Analyze the problem, define the problem, decide on a solution, and implement the solution

d. Self-fulfilling prophecy

Your supervisor has given you a new assignment that will have high visibility in the company. She tells you that she anticipates that you will do a good job on this project, and her body language is relaxed and confident. Which of the following expectations about your performance does her behavior illustrate? Select one: a. Self image b. Self-esteem c. Looking-glass self d. Self-fulfilling prophecy

c. Technical report

Your supervisor has requested that you meet with other members of your unit to develop a report that outlines a set of recommendations for new procedures that will improve your unit's efficiency. What type of report will you produce? Select one: a. Case study b. Decision report c. Technical report d. Benchmark report

colloquial language

informal, conversational

Assimilation

integrating new ideas into your thinking patterns

auxillary message

intentional and unintentional ways a primary message is communicated: vocal inflection, gestures, rate of speech, posture

primary message

intentional content, both verbal and non-verbal

b. Teamwork skills (works well with others, group communication)

Your text discusses the findings of a survey measuring the qualities and skills employers seek. According to this survey, conducted by the National Association of Colleges and Employers, communication skills are extremely important. Which of the following communication skills appeared in the top five most desired skills potential employers seek? Select one: a. Listening skills (can recall details of directions) b. Teamwork skills (works well with others, group communication) c. Predictive skills (can anticipate developments based on experience and research) d. Interpersonal relationship skills (can manage superior-subordinate communication with ease)

c. Intracultural

Your work takes you to several Spanish-speaking countries. This is the only factor you consider when characterizing these individuals. As a result, you believe that communication between these people is which of the following? Select one: a. Ethnocentric b. Intercultural c. Intracultural d. International

introduction

a clear statement of your topic; establishes relationship with the audience

metasearch engine

a computer program that searches several engines at once and integrates the findings of the various search engines to answer queries posted by users

illustrator

a gesture that enhances or clarifies a verbal message

Selection

action of sorting competing messages or choosing stimuli

Repetition

can be an effective way to drive home your meaning and help the audience to retain

relaxation step

compliments the residual message, concludes the motion

concrete

describe something we can see or touch

residual message

message or thought that stays with the audience well after communication is finished

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