Ch 2 Interpersonal Communication & Emotional Intelligence

Which of the following situations describes emotional hijacking?

A person's behavior is controlled by emotion

Which of the following are involuntary movements made by the eyes?

CLEM (conjugate lateral eye movement) dilated pupils

Which of the following is the best way to accurately interpret nonverbal signals?

Consciously learn to understand nonverbal signals from those with whom you frequently interact.

Why is emotional intelligence necessary for managers and executives?

Emotional intelligence leads to strategic thinking.

How does Michael Hoppe define active listening?

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

Which of the following statements about sharing your ideas as a listener are true?

It is a component of active listening. It is unfair not to share your thoughts and ideas.

Which statements about gossip are true?

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

How common is semantic noise in business conversations?

Semantic noise occurs in nearly all business conversations

Which of the following statements about nonverbal communication are true?

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

Which of the following are effects that can result from positive, sincere emotional expressions such as smiles?

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

Which of the following are traits of great listeners?

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

Which of the following statements are generally true of people with high emotional intelligence?

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

Which of the following are reasons that defensive comments tend to end listening?

They prematurely move attention from the speaker to the listener. They lead to a reduction in trust and block a truthful exchange of information

True or false: Some managers feel that listening endangers their authority, so they speak more and listen less.

True

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

True

Which of the following are common barriers to effective listening?

a lack of self-awareness a short attention span a lack of patience

Which of the following are common barriers to effective listening?

a short attention span a lack of self-awareness a lack of patience

Emotional hijacking is likely lead to which of the following behaviors?

becoming detached from an upsetting person who could have been a valuable business contact listening in silence in a meeting instead of saying what needs to be said shouting angrily and ignoring what another person is saying

A person listens to someone speak, then tries to interpret what the speaker meant by those words. This process is called

decoding

Which of the following are elements of emotional intelligence?

developing empathy managing emotions understanding emotions

Givers should address which potential barriers to their performance resulting from empathy?

emotional concern for others timidity availability

In interpersonal communication, what does the term EQ mean?

emotional quotient

The domains of emotional intelligence include

empathy. relationship management. self-awareness

Which of the following are examples of incivility?

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

Which of the following are examples of physical noise in interpersonal communication?

hard rain that prevents an athlete from seeing a coach's hand signals the clatter of dishes during a conversation in a restaurant a scratchy, garbled cell phone connection

Which of the following are sources of psychological noise in interpersonal communication?

ideas attitudes emotions

Physiological noise in communication consists of disruptions caused by

impairments of a person's body or brain function, such as deafness or stuttering

Which of the following are barriers to effective listening that managers often face?

internal noise lack of time

When two people send and receive verbal and nonverbal messages, it is called

interpersonal communication

All messages are encoded and decoded through a filter of lifetime experiences. This filter

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

After experiencing intense anger, a person

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

Which of the following are examples of nonlistening behaviors?

judging "me too" statements advice-giving statements

People who are self-aware

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

Sometimes people fail to reach the same understanding about what is being said. This can be caused by interference from which of the following?

lifetime experience internal noise external noise

Interpersonal communication includes

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

Which of the following are skills of active listening, as described by Michael Hoppe?

paying attention clarifying holding judgment sharing reflecting summarizing

Active nonverbal communication is an essential part of

paying attention.

The quality of message delivery can be diminished by which of the following?

psychological noise semantic noise physiological noise

Being able to manage interactions successfully by using your knowledge of your emotions and the emotions of others is known as

relationship management

What is civility?

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

The most effective strategies for dealing with intense anger include

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

When takers try to manipulate givers, givers should be ______ about their tendency to be emotionally concerned for others.

self-aware

When communication succeeds, the participants reach the same understanding about a feeling, thought, or idea. This is called

shared meaning

In which of the following situations would an extroverted professional likely perform more strongly than an introverted counterpart?

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

The tendency to seek support for and validation of our views is referred to as

the confirmation bias

Which of the following are reduced by incivility in the workplace?

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

In interpersonal communication, the term meaning refers to

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

Emotional intelligence can often be improved by

thinking about behavior and emotions. writing in a journal. using social gatherings to practice communication skills

Which of the following are business managers with high emotional intelligence likely to be more effective at than managers with low emotional intelligence?

working in teams demonstrating leadership influencing others