Exam 1: Chapter 1, 2, 3, 4, 5
For an effective frame, the primary business message should be approximately ______ words in length.
10 to 15
Baby Boomers Born between ____ and ____
1946 1964
Generation X Born between ____ and ____
1965 1981
The most family-focused organizational cultures are often found in
Asia
Janet starts the conversation by stating, "Let's cut to the chase here. I've hired each of you for your professionalism and expertise, and this project is way behind." What cultural dimension is most at play here?
Assertiveness
AIM planning process for developing influential messages: Au____ an____ In____ g____ M____ d____
Audience analysis Information gathering Message development
C_____ v_____ are the stated and lived values of a company.
Corporate values
Which of the following statements are true about the use of English in international business? D____ f____ of English are spoken in various English-speaking countries. Many professionals in global companies speak only l____ English.
Different forms limited
True or false: The use of templates is required for creating business messages
False
True or false: When you are known for failing to live up to your promises to stakeholders, you have a reputation for good character.
False
Questions you will address when crafting your message: F_____ the primary message Setting up the l_____ of your message
Framing logic
Which two groups are the most sensitive to diversity issues in the workplace?
Gen Yers Gen Zers
G____ e____ deals with the division of roles between men and women in society
Gender egalitarianism
Which two of the following countries have cultures that are considered to be highly assertive? G____ the U____ S____
Germany United States
P____ c____ s____ is the tendency to assume others have the same norms and values as your own cultural group
Projected cognitive similarity
Once you have been assigned a group writing project, when is the best time to start on it?
Right away
Which are among Forni's recommendations for improving civility in society and the workplace? S____ d____ and be p____ in life Listen to the voice of e____ Keep a p____ attitude R____ others and grant them plenty of v____ Disagree g____ and refrain from a____ Get to k____ people around you Pay attention to s____ things A____, don't t____
Slow down present empathy positive respect validation graciously arguing know small ask tell
To build well-reasoned business positions, avoid the following types of logical inconsistencies: U____ g____ Faulty c____/e____ claims Weak a____ E____/o____ logic S____ the facts E____
Unsupported generalizations Cause effect analogies either or Slanting Exaggeration
Which suggestion should be followed to build a well-reasoned business position? Use unsupported generalizations. Exaggerate for emphasis. Slant the facts. Use either/or logic. Use strong analogies.
Use strong analogies.
In the context of business messages, workplace ______ are the core beliefs about suitable ways of handling issues and problems.
Values
A positive attitude in the workplace: improves w____ p____ Allows more c____ Provides more motivation to e____ Facilitates more h____ between co-workers Gains more influence on cl____ and cu____
Work performance creativity excel helpfulness clients customers
Willow's team has split up the contributions for its group writing project equally, with individual team members committing various amounts of time. Jim's team has decided to let each member decide how much time he or she wants to spend according to individual schedules. Wyatt's team has divided up the contributions and time commitments equally. Jill's team wrote a team charter but then disbanded. Which team has the best approach to group writing?
Wyatt's team
C____ b____ involves the tendency to look for support of our beliefs and opinions from others
confirmation bias
Nonlistening behaviors are actions that prematurely d____ a____ from speakers or prevent them from completely e____ their ideas and feelings
deflect attention expressing
In interpersonal communication, what does the term EQ mean?
emotional quotient
Which of the following statements about individualism are true? It rates ____ choice higher than ____. It values i____ over g____ goals. It values i____ more than interdependence.
individual obligation individual group independence
Decoding is the process of i____ messages from others into m____
interpreting meaning
In cross-cultural working relationships, ethnocentrism is also known as the ______ mind-set.
judger
Judger mind-set people have their minds m____ u____ b____ listening carefully to others' ideas, perspective, and experiences
made up before
Four types of noises: phy____ s____ phy____________ psy____
physical semantic physiological psychological
Physiological noise refers to disruption due to p_____ factors
physiological
p_____ tend to shift more often than values.
priorities
Leading questions are intended to guide people to y____ w____ of t____
your way thinking
Self-disclosure is sharing information about y____, such as your g____, a____, vi____ and va____, and e____
yourself goals aspirations views values experiences
Process of developing business messages: - P____ - W____ - R____
- Plan - Write - Review
Having inherent and acquired diversity is called ____ d____
2-D diversity
Which of the following is typically true of those business people who approach difficult conversations in a timely, honest, and caring manner? They a____ m_____ professionally
Achieve more
Companies and organizations that emphasize ______ often also have a culture that is family centered.
Collectivism
The deductive approach is also known as the ________ approach.
Direct
D_____ involves considering as many solutions as possible
Divergence
Worldwide, ______ is the language of business.
English
True or false: Over 70% of business employees trust their senior management and believe that their company leaders act with honesty and integrity.
False
In the workplace, traditionalists are generally viewed as being which of the following? ____ ____
Hardworking loyal
Which of the following is an example of an effective reflecting statement? "I____ i____ f____ t____ s____ that you think this is a reasonable suggestion for your company?"
Is it fair to say
Generation Y _____ Born between _____ and _____
Millennials 1982 1999
_____ view failures as events that can be changed in the future
Optimists
Thirty to sixty minutes is the recommended amount of time you should spend preparing for ______ meetings.
Routine
Traditionalist The ____ ____ Born between ____ and ____
Silent Generation 1925 1945
When you are trying to read another person's nonverbal clues, what should you focus on the most?
The eyes
Givers should address which potential barriers to their performance resulting from empathy? a____ e____ c____ for others t____
availability emotional concern timidity
Facts are statements that can be relied on with a fair amount of c____ and can be observed o____
certainty objectively
Which of the following factors impact a business executive's credibility? (Choose every correct answer.) co____ ch____ being ca____
competence character caring
Incivility in the workplace reduces which of the following? The e____ of a company's leaders E____ j____ s____ E____ l____ to the company
effectiveness employee job satisfaction employee loyalty
Active listening A person's willingness and ability to h____ and u____
hear understand
In interpersonal communication, the term meaning refers to the i____ and f____ that a person intends to communicate to another person.
ideas feelings
The primary obstacle to virtual team performance that a team leader can help overcome is the
lack of regular communication
Priming statements trigger a m_____ that affects s_____ b_____
mindset subsequent behavior
Illusion of invulnerability is when team members are overly o____ in their ideas and don't consider the r____ or d____ of their ideas
optimistic risks drawbacks
Peer pressure is when the majority of group members pr____ or even pe____ a member with d____ views
pressure penalize dissenting
The frame of a primary business message should be which of the following? s____ m____
short memorable
Interpersonal communication process is the process of sending and receiving v____ and n____ m____ between two or more people.
verbal nonverbal messages
Groupthink is when groups v_____ and n_____ agree to ideas without gathering enough i_____ and exhaustively e_____ their options
verbally nonverbally information evaluating
A frame provides a v____ c____ for viewing a message
vivid context
Mason and his boss, Darius, are having a conversation about how much time Mason should be devoting to a particular client. Darius wants Mason to devote 75% of his time at work to the client, but Mason feels his time would be better spent searching for new clients. Which of the following would be the best way for Mason to express his disagreement? "That client is a waste of time, and you're blind if you think they aren't going to leave." "I feel the company would benefit more if I spent my time searching out new business." "You're wrong for thinking that having me spend more time on that client is going to keep the client's business." "You don't know this client as well as I do. If you did, you would know that would be a waste of time."
"I feel the company would benefit more if I spent my time searching out new business."
Rory and Kumiko, two managers, are having a conversation about Lindsey, one of Kumiko's employees. Rory saw Lindsey taking home a large number of office supplies and feels that she should be suspended without pay for a week. Kumiko feels that this punishment is too harsh for a first offense. Which of the following is an example of how Kumiko might diplomatically disagree with Rory? "I know you don't like her, but your response is way off base. You need to come up with a better solution." "I understand what you're saying, and I agree that there should be consequences, but I feel a warning is more appropriate." "You are failing to think of her family, Rory. It's not like she stole money. I'll just talk to her and give her a warning." "Suspending her is simply the wrong way to go about it."
"I understand what you're saying, and I agree that there should be consequences, but I feel a warning is more appropriate."
Rhonda is having a difficult conversation with a colleague. Which of the following statements indicate that Rhonda may be oversimplifying the conversation? (Choose every correct answer.) "This always happens when I ask your team to do anything quickly." "You never follow the guidelines." "I think you are right that sometimes it would be better to slow down." "Either you adhere to protocol or there will be consequences."
"This always happens when I ask your team to do anything quickly." "You never follow the guidelines." "Either you adhere to protocol or there will be consequences."
Which question best helps virtual teams benefit from diversity by capturing the perspectives of all team members? "What professional background do you bring to this project?" "What are the unfinished items from the last meeting?" "What did you do over the weekend?" "What do you think about this idea?" "What would our stakeholders think about this?"
"What do you think about this idea?"
Due to their strong work ethic, the term workaholic was coined to describe
Boomers
Which of the following is a key use of self-disclosure for teams?
Building trust
When the team members mention two former employees, Doug and Linda, who moved on to new companies, the team members explain how happy their former colleagues are in their new jobs. The team members are alluding to the fact that company leaders lack credibility most fundamentally in what regard?
Caring
Each team member tells Samantha he/she views what she says skeptically. For example, Tom begins one statement with, "If it's not fluff." Tom wants a written contract. Graham says, "That's the same thing you promised last year and the year before." What element of credibility does this type of skepticism most fall under?
Character
Characteristics of excellent business thinkers: - They c____ and p____ identify and articulate k____ q____ and p____ - They gather i____ from a variety of sources - They make well-reasoned c____ and s____ - They remain open to alternatives to a____ and r____ about the b____ p____ (m____ f____) - They can hold o____ views, avoid e____/o____ thinking, avoid o____-w____ l____ thinking, and are open to n____ solutions. - They are skilled at c____ with others to figure out and solve c____ problems.
Clearly precisely key questions problems information conclusions solutions approaching reasoning business problem mental flexibility opposing either or one-way linear nonconventional communicating complex
Groupthink symptoms: C_____ r_____ M_____ h_____ g_____ S_____-c_____ Illusion of u_____ P_____r p_____e Illusion of i_____ M_____ S_____ C____
Collective rationalization Moral high ground Self-censorship unanimity Peer pressure invulnerability Mindguards Stereotyping Cascades
Which of the following are more likely to occur when virtual teams meet in person at the beginning of a project? C_____ p_____ will be determined. G_____ and o_____ will be clearly defined.
Communication protocol Goals objectives
Crystal believes that outsourcing the bookkeeping needs of her firm would save money. She researches various companies and runs the numbers for various scenarios to gather evidence of the potential savings that would result from using outside bookkeepers. Which of the following best defines Crystal's message structure? Crystal is slanting the facts. Crystal is using generalizations. Crystal is using analogies. Crystal is identifying causes and effects.
Crystal is identifying causes and effects.
Review (D____-c____ everything): Get f____ Ensure your message is f____ Make sure to p____
Double-check feedback fair proofread
_____ tend to get much of their stimulation and energy from external sources such as social interaction
Extroverts
The ______ test is an excellent way for you to evaluate whether your communications meets ethical standards.
FAIR
FAIR approach to ethical business communications: F____ A____ I____ R____
Facts Access Impacts Respect
Comprehension of the differences and similarities of various cultures is a sign of ______ intelligence.
High cultural
Which one of the following is the highest in performance orientation?
Hong Kong
H_____ are professionals who are guided almost equally by all three MVSs
Hubs
How to demonstrate concern for others: Avoid relying too heavily on the ____-v____ Respect the t____ and a____ of your readers Give c____ to others
I-voice time autonomy credit
Information gathering components: I____ the business problems A____ the business problems Clarify o____
Identify Analyze objectives
________ deal with the levels of independence and interdependence that people in a society possess and encourage.
Individualism and collectivism
Which of the following is a problem often faced by business professionals who are attempting to have a difficult conversation?
Internal noise
Which of the following statements about the cheating culture is true? Many students believe I____ p____ is not a serious offense.
Internet plagiarism
_____ tend to get much of their stimulation and energy from their own thoughts, feelings, and moods
Introverts
What is the most likely impact of slanting facts? It eliminates the possibility of using the deductive approach for business messages. It eliminates the possibility of using the inductive approach for business messages. It reduces the credibility of a business message. It discourages the use of either/or logic. It restricts the scope to using the me-first attitude.
It reduces the credibility of a business message.
Which is an effective reflecting statement? "I____ s____ a____ i____ you feel that the pricing for this project is appropriate."
It sounds as if
Finding common ground in a conversation leads to ______ between you and the other person.
Less emotional distance
Team K must produce a group writing project. Maia wants to start quickly. Darnell thinks it would be better to start closer to the final deadline in order to work under more pressure. Alcina thinks each person should write independently, with the pieces put together at the end. Rob is the strongest writer, so he wants to write everything himself but share the credit with the group. Who has the most effective idea?
Maia
Professionals with a blue MVS (____) are most often guided by motives to p____ others, help others g____, and act in the b____ i____ of others.
Nurturing protect grow best interest
O___ h___ e___ is the assumption that members of other groups are all the same.
Outgroup homogeneity effect
O____ h____ e____ is the tendency to think members of other groups are all the same
Outgroup homogeneity effect
Active listening: - P____ a____ - H____ j____ - R____ - C____ - Su____ - Sh____
Paying attention Holding judgement reflecting clarifying summarizing sharing
It is evident that Janet, Sangeeta, and Jake are each interested in doing good work. They've discussed achieving good results, and they want to get things done in a timely manner. What cultural dimension most likely explains this?
Performance orientation
P_____ v_____ - Those values that individuals prioritize and adhere to
Personal values
_____ view failures as indications of their own incompetence or inability
Pessimists
AIM is a process for ______ the writing of useful business messages.
Planning
Setting up an effective nonroutine meeting begins with
Planning
Which of the following is the most important stage of group writing?
Planning
Which of the following call-to-action statements is most likely to gain a favorable response? To get our sales and ROI projections for these new strategies, give me a call right now. If you want to really improve sales, please give us the green light to move forward. You can reach me at my office phone number if you have any questions. Please let me know when you can meet with Mark and me to discuss these strategies further. I look forward to your approval for these actions so that we can start training our sales reps immediately.
Please let me know when you can meet with Mark and me to discuss these strategies further.
Generation Z ________ Born ____ or ____
Post-Millennials 2000 after
Framework of Deductive Business argument: 1. P____ m____ (Position/recommendation) 2. K____ P____ ------- E____ for key points 3. C____ to A____ (S____ w____ n____?)
Primary message key points Evidence Call Action So what now
Which of the following statements about workplace priorities is not true? Priorities are more constant than values. Workplace priorities involve assigning importance to goals and tasks. Prioritizing goals and tasks is a type of ranking. Knowing workplace priorities is useful in planning business communication.
Priorities are more constant than values.
Characteristics of High Cultural Intelligence: - Res____, rec____, and a____ cultural differences - Possess c____ about and i____ in other cultures - Avoid inappropriate s____ - Adjust conceptions of t____ and show p____ - Manage l____ d____ to achieve shared meaning - Understand c____ d____ - Establish t____ and show e____ across cultures - Approach cr____-cu____ work relationships with a l____ mindset - Build a co-culture of c____ and i____
Respect recognize appreciate curiosity interest stereotypes time patience language differences cultural dimensions trust empathy cross-cultural learner cooperation innovation
Which business custom do the MINT countries of Mexico, Indonesia, Nigeria, and Turkey all have in common?
Shaking hands
When communication succeeds, the participants reach the same understanding about a feeling, thought, or idea. This is called
Shared meaning
The manner in which members of a generational group were socialized directly affects which of the following? s____ v____ s____ i____ c____ n____
Shared values Shared identities communication norms
STAR Writing: S_____ T_____ A_____ R_____
Situation Task Action Result
Components of Difficult Conversations 1. S____ w____/declare your i____ 2. L____ to their story 3. T____ your story 4. Create a s____ story
Start well intent listen tell shared
When writing a business message with an indirect approach, which of the following are presented first?
Supporting reasons
Groups constantly attempt to foster ______, a set of shared perceptions and commitment to collective values, norms, roles, responsibilities, and goals.
Team culture
Which of the following would likely be the most effective way of communicating with a Gen Yer?
Texting
Whose goals do individualists primarily focus on?
Their own
When working with people from different cultures it's often necessary to adjust your conceptions of ______ in order to minimize frustrations and conflict.
Time
True or false: A study of hundreds of companies in North America found that up to about one-half of employees experience incivility at work every week.
True
True or false: An aspect of empathy toward colleagues is wanting to help them grow in their career objectives.
True
True or false: Business messages can be strengthened to counteract issues concerning low credibility.
True
True or false: Business professionals who are culturally intelligent believe other cultures can possess different yet valid approaches to business-management practices.
True
True or false: Future orientation can be defined as a readiness to forego current desires in order to achieve future goals and desires.
True
True or false: It is more likely that your meeting objectives will be met if the meeting is well-planned.
True
True or false: Some managers feel that listening endangers their authority, so they speak more and listen less.
True
True or false: The cultural dimension of gender egalitarianism refers to how a society views the division of male and female roles.
True
Mohammed and LaRita grew up in communities that view authority in very different ways, so they have difficulty understanding each other at times. The problem is being caused primarily because of
a filter of lifetime experiences.
Right away, it's apparent Alissa views this conversation as very important. Her parents were union workers. Growing up, many of her neighbors were laid off by large corporations that sent the jobs overseas. With a determination to increase justice, she focused on political science and public policy during her university studies. In the interpersonal communication process, these experiences are best interpreted as
a filter of lifetime experiences.
Business ethics are the commonly accepted beliefs and principles in the business community for a_____ b_____
acceptable behavior
In the forming state, team members focus on gaining a____ and avoiding c____
acceptance conflict
Access: How a_____ or t_____ are your motives, reasoning, and information
accessible transparent
In the performing stage, teams operate efficiently toward a______ their goals
accomplishing
perspective-getting a____ u____ the views of others
accurately understanding
Which of the following should be included in meeting minutes? a____ i____ to be completed k____ d____ points
action items key discussion
Which of the following views of listening is usually effective, especially in flat organizations? that effective communication requires a____ l____
active listening
During the course of a group writing project, it is important to remain a____ and o____
adaptable open
Using diplomatic language is important because it avoids implying an a_____ relationship.
adversarial
Demonstrating accountability in business implies which of the following? (Choose every correct answer.) an enlarged vision of those a____ by a business an obligation to meet the n____ of others
affected needs
Inherent diversity involves traits such as a____, g____, e____, and s____ o____
age gender ethnicity sexual orientation
When writing an effective business message, being flexible can involve which of the following? being open to a____ ways to address an issue listening to the i____ of others
alternative ideas
Counter-narratives ______ and generally p____ e____ for events
alternative positive explanations
To develop a co-culture successfully in a cross-cultural business relationship, ______ mind-set is important.
an open
Finding common ground in a conversation will help you ______ the issues at hand and may lead to mutually acceptable solutions.
analyze
probing questions are intended to a____ a business problem from every angle to uncover its r____ c____
analyze root causes
Templates are used to create a business message for which of the following reasons? to organize its a_____ to define its s_____
appearance structure
The cultural dimension that deals with the level of confrontation and directness considered appropriate and productive is called
assertiveness
Risks of being indirect to subordinates: Subordinates conclude that manager lacks a____ and c____ t____
assertiveness clear thinking
psychological noise refers to interference due to a____, i____, and e____ experienced during an interpersonal interaction.
attitudes ideas emotions
The AIM process includes which of the following steps? au____ an____ i____ g____ m____ d____
audience analysis information gathering message development
What are constraints that members of your audience might have that keep them from responding to your message as you hope? They do not have the a_____ to make relevant decisions. They do not have enough t_____ to act on your message. They do not have the necessary r_____
authority time resources
Neurodiversity refers to people with conditions such as being on the a______ spectrum or having attention-deficit/hyperactivity disorder (______)
autism ADHD
Professionals with a green MVS (____) are most often concerned about making sure business activities have been t____ o____ carefully and that the r____ p____ are put into place to accomplish things
autonomizing thought out right processes
Relationship management The ability to use your a____ of e____ and those of ____ to ____ ____ successfully
awareness emotions others manage interactions
Emotional intelligence in four domains: - Self-a____ - E____ - Self-m____ - R____ m____
awareness empathy management relationship management
Many business people prefer to avoid difficult conversations because they worry that moments of honesty may b____
backfire
For some messages, such as when delivering b____ n____, you may adopt a more i____t or i____e approach, in which you will provide s____ r____ first followed by the p____ m____
bad news indirect inductive supporting reasons primary message
Values refer to enduring b____ and i____ that individuals hold
beliefs ideals
Actions to tailor messages to others: Identify reader b____ and c____ consider reader v____ and p____ estimate p____ c____ anticipate r____ consider s____ audiences
benefits constraints values priorities personal credibility reactions secondary
For many business messages, the most important step in the planning stage of business communication writing is identifying the b_____ to be gained by the r_____.
benefits reader
Collective rationalization is when group members convince themselves a solution is the b____ one even when faced with c____ information
best conflicting
Which employee is most likely to have a ____ motivational value system? Darwin focuses on encouraging the personal growth of coworkers.
blue
Synchronizing body language involves adopting some of your counterpart's b____ l____ to make the conversation more n____ for them and to show e____ to them
body language natural empathy
rapport-building questions intended to create b____ between people
bonds
Problem-solving meetings typically involve b____ about how to a____ and s____ a particular work problem
brainstorming address solve
When framing the primary message, authors of a business message should complete which of the following? compose a b____, v____ m____ statement define the p____ m____
brief vivid message primary message
The strategy of periodically rotating virtual team leaders accomplishes which of the following? It prevents b____ among leaders. It helps team members develop l____ skills. It helps e____ the team.
burnout leadership enliven
Working across generations has many benefits, including gaining new b_____ k_____ and i_____
business knowledge insights
Solution-oriented questions focus on how to overcome b____ p____. They focus on what s____ b____ d____ to accomplish business objectives.
business problems should be done
When acting with transparency, a company executive provides stakeholders with which of the following? (Choose every correct answer.) b____ p____ information f____l f____s from the business b____ f____ about the business
business process financial figures basic facts
Competence refers to the knowledge and skills needed to accomplish b____ t_____, approach b____ p____, and get a j____ done.
business tasks business problems job
Which of the following statements about the framework of a deductive business message are accurate? The concluding paragraph has a c____ to a____ It should be possible to scan the message to r____ u____ its m____ i____. There are s____ p____ for each key point.
call action readily understand main ideas supporting paragraphs
Setting up the logic of the message consists of which of the following? identifying the c____ to a____ identifying s____ p____ in the message
call action supporting points
Which of the following are aspects of setting up the logic of a business message? defining a c____ to a____ identifying s____ p____ arranging m____ l____
call action supporting points message logic
Business messages usually conclude with a
call to action
Techniques to make your messages more positive: - Display a c____-d____, c____ attitude - Focus on the p____ rather than n____ traits of products and services - Use d____, c____ terms related to your relationships and interactions
can-do confident positive negative diplomatic constructive
Generosity towards others is an example of ______ in the business world
caring
When Samantha states, "I want to work with you and with the team to make this happen," she is trying to establish credibility primarily in what way?
caring
When Samantha states, "We can take a look at what's on your plate for the next two weeks and take some of it off. We can move some of your other deadlines back." At this point, she initiates a conversation about what the team members want. Which element of credibility is Samantha most demonstrating at this point?
caring
Hierarchy: Decision-making is more c____ Protocol (use of t____, s____ a____) based on status is ____ important Subordinates d____ to leaders during disagreements Subordinates t____ b____ for and s____ f____ for leaders at all times Leaders are approached through i____
centralized titles seating arrangements extremely defer take blame save face intermediaries
Which of the following are qualities that can be expressed to establish credibility in cross-cultural work relationships? ch____ co____ k____
character competence kindness
Assuming that a corporation has good values, which of the following statements about the alignment of personal values and corporate values are true? (Choose every correct answer.) Matching personal values with corporate values is a key element of c____ If personal values are not in alignment with corporate values, a lack of i____ is possible.
character integrity
Which of the following are abuses of honesty? (Choose every correct answer.) c_____ in the classroom d_____ consumers i_____ t_____
cheating deceiving identity theft
Which of the following are principles for managing business relationships effectively? ensuring c____ in the workplace a____ c____ to others' preferred styles
civility adapting communication
Which of the following describe qualities of a culture that is high in uncertainty avoidance? valuing c___ expectations resisting ch___ emphasizing co___
clear change consistency
Most organizations create a c____ of c____ or c____ of e____ to state their most important values and norms of conduct.
code conduct code ethics
In which of the following situations would an extroverted professional likely perform more strongly than an introverted counterpart? making c____d c____s to potential clients n____ at a party speaking at a p____ c____
cold calls networking press conference
A co-culture is formed when people working across cultures develop which of the following? col____ routines com____ systems
collaboration communication
Which of the following are reasons why you might synchronize your body language with that of the person you are talking to? to make the other person more c____ talking to you to show e____ for the other person
comfortable empathy
Which of the following describes a perspective of a traditionalist in the workplace? They generally prefer management with a ____-and-____ approach. They regard ____ with respect. They are ____ to their employers.
command control authority dedicated
Character refers to a reputation for staying true to c____ made to stakeholders and adhering to h____ m____ and e____ v____
commitments high morals ethical values
Which statements about gossip are true? It is one of the most c____ types of incivility. It is damaging in part because it erodes t____
common trust
Which of the following are effective strategies for overcoming generational differences in the workplace? finding c____ g____ between generations respecting each person as an i____
common ground individual
Which of the following statements about communication technology are true? New opportunities for people to c____ are regularly created by technology. E____ l____ can be reduced if a person relies too much on communication technology. Communication technology can be a b____ to effective listening.
communicate effective listening barrier
Which of the following statements are true of teams? Teams perform better when they c_____ e_____. Some teams are f_____ and p_____
communicate effectively formal permanent
Which of the following are good ways for virtual team members to get to know one another? Members should find ways to c____ s____. Members should s____ in virtual environments.
communicate spontaneously socialize
A good business communications textbook is designed to give readers which of the following things? (Choose every correct answer.) opportunities to consciously elevate their c____ skill set tools to develop c____ abilities over the course of a career
communication communication
Professional who grew up in rural, suburban, and urban areas often gain lifelong attitudes and behaviors related to sense of c____, p____ of l____, and c____ patterns.
community pace life communication
High-humane orientation cultures value
compassion and concern
In the opening moments, Tom abruptly refers to Samantha's two-week deadline as "four weeks of work." Which aspect of credibility does this most challenge?
competence
Samantha says, "I have mismanaged the way this team has functioned. I bear full responsibility." What element of credibility is she admitting she lacked?
competence
Tom says, "I'm going to be the bearer of the cold hard facts of what's happened in the past year. There have been three projects that have gone down the toilet because of mismanagement. This makes four." Other team members echo these sentiments. They are challenging what aspect of Samantha's and other company managers' credibility?
competence
In the storming stage, they open up with their c____ i____ about how the team should a____ work.
competing ideas approach
Conducting business with c______ h______ helps forge character and maximize competencies.
complete honesty
Which of the following are characteristics held by outstanding business thinkers? They can solve c____ problems. They have the ability to state i____ questions.
complex important
Positions are stances that you take based on a set of c_____
conclusions
Assertiveness deals with the level of c____ and d____ that is considered appropriate and productive
confrontation directness
Which of the following is the benefit of one group member polishing the final version of a group writing project? to make sure the project has a c____ v____
consistent voice
Plan (Get the c____ right): U____ your audience Gather the r____ i____ Develop your m____
content understand right information message
Cross-examination questions are intended to find c____ in what others have said or done
contradictions
When business thinkers are mentally flexible, they possess the ability to understand c_____ views.
contrasting
Which of the following are common reasons for establishing virtual teams? They are c_____. They are c_____ e_____. Experts who are not in the same location can be b_____ t_____
convenient cost effective brought together
Benefits of asking questions: Opening up c____ Giving others a chance to s____ Generating k____ Gaining a____
conversations speak knowledge answers
Which statement best describes perspective-getting? It involves c____ u____ other people's views.
correctly understanding
Which of the following are the effects of a positive workplace attitude? It enhances c____ It provides m____ It improves w____ p____
creativity motivation work performance
An audience's assessment of a business communication message is largely based on the author's
credibility
In business, it is important to establish your _____ from your first day on the job.
credibility
Simon worked in management at a large technology company that became embroiled in a scandal in which many managers were implicated. Simon was cleared of any wrongdoing, but the company was shut down and all employees were laid off. Simon was hired at a rival company, but his new colleagues did not give him a warm welcome. Which of the following must Simon do to create a good working environment? Simon must establish c____
credibility
Which of the following are gained by business leaders by when they recognize and show concern for others' needs? (Choose every correct answer.) c____ t____
credibility trust
Validating others means you recognize their perspectives and feelings as c_____ or l_____
credible legitimate
You can improve your professional skills by becoming a c______ and t______ communicator.
credible trusted
Benefits of Giving Feedback: Buffering c____ Maintaining h____ m____ Showing a____
criticism high morale appreciation
Which of the following are characteristics of ethnocentrism? It is harmful to cr____-cu____ relationships. It is a belief in the s____ of one's culture.
cross-cultural superiority
Diversity The presence of many c____ g____ in the workplace
cultural groups
Low future orientation: Emphasize controlling c____ business problems Focus more on ____ motivation R____ discuss long-term strategies as part of communications Use ____ and ____ language Often mention s____-t____ rewards and incentives Prioritize p____ and r____ approaches to problems
current extrinsic Rarely inflexible firm short-term proven routine
Future orientation involves the degree to which cultures are willing to sacrifice c____ w____ to achieve f____ n____
current wants future needs
Amir is a team leader. His team needs to problem solve a complicated business transition. What course of action should he recommend? The team should meet d____ without a p____ a____.
daily preset agenda
Egalitarianism: - Decision-making is more d____ - Protocol based on status is ____ important and is reserved for u____ f____ business situations - Subordinates speak more o____ with leaders even during disagreements - Subordinates do not take r____ for the mistakes of leaders - Leaders are approached d____
decentralized less unusually formal openly responsibility directly
A person listens to someone speak, then tries to interpret what the speaker meant by those words. This process is called
decoding
The many major business scandals in the early twenty-first century have impacted the American public in which of the following ways? There has been a significant _____ in trust in businesses.
decrease
Most business messages are crafted using a(n) ______ approach.
deductive
Which of the following should be done during the planning stage of group writing? The group should establish d____ p____ and g____. The group should work together to determine the b____ p____ and i____ The group should assign roles for r____ and w____
definitive purposes goals basic problems issues researching writing
Write (Get the d_____ right): Set the right t_____ Apply a cl_____ and co_____ style Focus on n_____ d_____
delivery tone clear concise navigational design
Which of the following are helpful ways of organizing the logic of a business message? d____ the logic s____ o____ the logic
diagramming sketching out
Semantic noise occurs when communicators apply d____ m____ to the same words or phrases
different meanings
What is civility? respect for other people's d____ and i____ an extension of e____ i____
dignity importance emotional intelligence
Most business arguments employ a di____ or de____ approach. In other words, they begin by stating the p____ m____, which is typically a p____ or r____
direct deductive primary message position recommendation
High Assertiveness Cultures: -- Emphasize d____ and u____ language -- U____ with silence and s____ u____ quickly to fill the silence -- Prioritize r____ i____ over showing respect to others -- Typically express ____ emotion -- Use t____, even d____, language -- Stress e____ and use c____ language -- Value u____ e____ of thoughts and feelings
direct unambiguous Uncomfortable speak up resolving issues more tough dominant equity competitive unrestrained expression
Professionals with a red MVS (____) are most often guided by concerns about organizing p____, t____, m____, and other r____ to accomplish results.
directing people time money resources
In terms of culture, assertiveness focuses on the level of appropriate
directness
visual cutoff When people abruptly look away to indicate d____l or d____t, this sends a message of strong d____e with others and their ideas
disapproval disinterest displeasure
As a group writing project progresses and individual writers encounter difficult decisions that need to be made, which of the following should be done? The team should have d____ to ensure the writing reflects the v____ of the group. The group should meet in r____ t____ to discuss the d____
discussions views real time decisions
In business, dishonesty on financial performance is likely to lead to
dismissal
Kelly's company is selecting a manager to expand operations in China. Kelly's boss says the new manager must display high cultural intelligence. What would most likely help Kelly get the job? speaking about the strengths of American culture reminding her boss that she studied Chinese in college displaying appreciation for diversity demonstrating her ability to teach others identifying the weaknesses of Chinese workers
displaying appreciation for diversity
Noise causes d____ to or i____ of messages
distortion interruption
In interpersonal communication, noise is which two of the following? Something that d____ the message being communicated Something that i____ the message being communicated
distorts interrupts
Which of the following are general characteristics of egalitarian cultures? Power is d____ and split e____ Differences in status are p____ d____
distributed evenly played down
A perception that someone does not care about others will lead people to ______ them.
distrust
Learner mind-set you show e____ to hear others' ideas and perspectives and listen with an o____ m____
eagerness open mind
What is an advantage of using a cloud-based service like Google Drive to store group documents? It allows all group members to e____ the document in r____ t____
edit real time
Principles of difficult conversation: - E____ difficult conversations - Assume the b____ in others - Adopt a l____ stance - Stay c____/overcome n____ - Find c____ g____ - Disagree d____ - Avoid e____ and e____/o____ approaches
embrace best learning calm noise common ground diplomatically exaggeration either or
A person with good self-management skills does which of the following? Is aware of e____ as it is occurring and c____ it Exercises d____ to achieve ____-term goals Uses both p____ and n____ e____ to meet goals
emotion controls discipline long positive negative emotions
Daoud was already feeling stressed about a deadline he was having trouble meeting. When he went to make photocopies of an important graph, he saw a sign on the copier saying it was out of order. In frustration, he kicked the machine and broke his toe. What did Daoud experience?
emotional hijacking
Self-awareness involves accurately understanding your e____ as they occur and how they a____ you
emotions affect
Emotional hijacking a situation in which e____ control our behavior, causing us to react without t____
emotions thinking
Empathy is the ability to accurately pick up on e____ in other people and u____ what is really going on with them
emotions understand
Understanding and relating to the needs of others is called
empathy
Massiel and her boss, Marco, are having a difficult conversation about one of her clients, who is refusing to follow through on a contract. Massiel is obviously growing angry. How should Marco respond? by showing e____ and helping her c____ the anger appropriately
empathy channel
Which of the following are elements of emotional intelligence? (Choose every correct answer.) developing e____ m____ emotions u____ emotions
empathy managing understanding
All outgoing messages are ____ and all incoming messages are ____ through a filter of l____ e____
encoded decoded lifetime experiences
Performance orientation is the extent to which a community e____ and r____ innovation, h____ s____, and p____ i____
encourages rewards high standards performance improvement
High gender egalitarianism: -- Provide e____ professional opportunities to men and women -- Expect men and women to have the s____ communication and management styles -- A____ protocol that draws attention to gender
equal same Avoid
Which of the following are ways to ensure fairness in the member roles and contributions in a group writing project? The group members should e____ divide their c____ and t____ c____ The group members should consider using a t____ c____ to state the e____ for each member. The group members should talk about the r____ and e____ they have for each other.
equally contributions time commitments team charter expectations roles expectations
The commonly accepted beliefs and principles for acceptable behavior in the business community are known as business
ethics
Convergence involves e_____ the proposed ideas and solutions and n_____ them to a small set of feasible solutions to a_____ the problem
evaluating narrowing address
In cultures with high gender egalitarianism, professional jobs and leadership roles are available
evenly to men and women.
Difficult conversations are best handled by embracing conflict as an opportunity to e____ p____
exchange perspectives
Acquired diversity involves traits you acquire through e____, such as c____ s____ experience, r____ experience, or e____ experience
experience customer service retail engineering
Which of the following statements are true about cultural intelligence? It can grow over time with e____ and f____ w____. It is an assessment of a____ to working with people from d____ cultures.
experience focused work adaptability different
Self-disclosure involves which of the following? explaining your e____ defining your v____ sharing your g____
experiences views goals
Physical noise is e____ noise that makes a message difficult to h____ or otherwise r____
external hear receive
You want to make your colleague feel comfortable talking to you. You notice that he generally sits back in his chair with his arms on the arm rests and legs crossed at the ankle. He usually wears a serious expression on his face but holds eye contact. Which of the following should you do to synchronize your body language and make him feel most comfortable? You should look him in the e_____, give him adequate p_____ s_____, and sit with your legs c_____ at the a_____ to put him at ease.
eyes personal space crossed ankle
Because Sandy works for a company that is a two-hour drive from her house, she telecommutes from a home office. She communicates with her colleagues via email, instant messaging, and phone calls, but she sometimes feels her ideas are not getting through to her colleagues. Which of the following is the most effective option that Sandy can implement to reduce barriers to effective listening? She should go to the office from time to time to engage in f_____-t_____-f_____ communication.
face-to-face
What does the FAIR test in communications help you examine? (Choose every correct answer.) How well you have provided f____ How well you have shown r____ Whether your motives are a____
facts respect accessible
Facts: How f____ is your communication
factual
Humane orientation is the degree to which an organization or society encourages and rewards individuals for being fa____, a____, fr____, g____, c____, and k____
fair altruistic friendly generous caring kind
Qualities measured by humane orientation include which of the following? f____ g____
fairness generosity
The identities of collectivists are typically based on which of the following? their fa____ s____ g____ their fr____
family select groups friends
Mitigating information involves f_____ e_____ for why others have behaved in a certain way
favorable explanations
How to learn about cultures: - Watch f____, t____, d____, n_____, and other v____ of the culture - Follow the b____ c____ of a country - Take c____ and attend e____ related to particular cultures - Make friends with people who live in other c____ and c____ o____
films television documentaries news video business culture courses events cultures communicate online
Mindguards are team members who purposely f____ information so there is not d____ or t____ to the team leader
filter dissent threat
Self-management is the ability to use awareness of your emotions to stay f____ and to direct your b____ p____
flexible behavior positively
During a meeting, Sarah's team decides that because of their research findings, they should change the focus of their group paper. This means that Sarah's original suggestions about the paper will be discarded. How should Sarah respond? She should be f____ because it is a g____ p____
flexible group project
Low humane orientation: -- Express greetings and welcome in f____ interactions -- Consider taking time to talk about feelings as i____ -- Help others when a____ -- Smile and display other nonverbal signs of welcome i____
formal inefficient asked infrequently
Stages of development in high-performance teams: f_____ s_____ n_____ p_____
forming storming norming performing
Benefits of avoiding verbal oppositions: Allowing others to state their ideas f____ Adopting f____ views of one another's ideas
freely flexible
Which of the following is the best way to accurately interpret nonverbal signals? Consciously learn to understand nonverbal signals from those with whom you f____ i____
frequently interact
Which two of the following describe common nonlistening behaviors? preventing speakers from f____ s____ their ideas prematurely d____ a____ from speakers
fully stating deflecting attention
Which of these is a _____ question? Now that we know we want to reduce the company budget, what expense categories should we consider?
funnel
Which of the following are characteristics of high future-oriented cultures? possessing the ability to plan to achieve f____ goals looking to the future with i____
future imagination
High future orientation: Emphasize control and planning for the f____ Focus more on ____ motivation F____ discuss long-term strategies as part of business communications Use ____ and ____ language Often mention l____-t____ rewards and incentives Appreciate v____ approaches to business problems
future intrinsic Frequently flexible adaptive long-term visionary
What does an understanding of the eight cultural dimensions allow a person to get a good sense of? g____ n____ basic m____ a____ behaviors
gender norms motivations acceptable
funnel questions Move from g____ to s____. They are intended to increasingly d____ a business issue so that a team can tackle or approach it in p____
general specific deconstruct pieces
Which of the following statements about virtual teams is true? It is important for team members to g____ to k____ one another.
get know
Which of the following are advantages of knowing a second language while working in business? It can create g_____ It can facilitate co_____ It provides c_____ i_____
goodwill communication cultural insight
High collectivism: - Discuss g____ rewards and goals - Emphasize ____ and ____ - Spend ____ time in group decision-making - Socialize ____ with colleagues outside of work - Network in t____ k____ and p____ social networks - Communicate ____ to preserve harmony in work relationships
group duties obligations more frequently tightly knit permanent indirectly
Which of the following are characteristics of members of a collectivist society? They follow g____ decisions. They see themselves as i____ They give up their own a____ for group goals.
group interdependent ambitions
Latrice, Jorge, Francesca, and Seamus are on a team tasked with producing a document on educational assessment. Each of them will contribute to the document as they work collaboratively. This is a process known as
group writing
How does Michael Hoppe define active listening? It is "a person's willingness and ability to h____ and u____."
hear understand
The following behaviors help drive acquired diversity: Making sure everyone is h____ Making it safe to let team members express n____ i____ Giving team members d____-m____ authority Sharing c____ Giving u____ f____ Putting f____ into action
heard novel ideas decision-making credit useful feedback feedback
Which of the following is true of listening? It requires more effort than simply h____
hearing
Perspective-getting is sometimes challenging because people sometimes choose to h____ their views. may hold s____-c____ views.
hide self-contradictory
Of the following cultural traits, nearly all cultures value ______ the least.
hierarchy
Having good character implies that one has h____ m____ and e____ values.
high moral ethical
When Alissa tells Catherine, "I don't understand why you wouldn't tell me the truth," Catherine is in danger of emotional hijacking. Assume that Catherine thinks to herself, "I shouldn't get upset. Alissa is trying to represent the employees and is not making this a personal vendetta against me. I'm going to stick to a discussion of the issues rather than taking offense." Then she proceeds to give an answer. This thought process shows she is exhibiting what?
high self-management thoughts
Performance orientation emphasizes the importance of which of the following? h____ s____ i____
high standards innovation
Which of the following are examples of the type of question that a ____ ____ communicator might ask? What strategy can I follow to stay focused when I begin to feel impatient in a presentation? With which type of audience do I feel the most impatience?
highly self-aware
Shared meaning a situation in which people involved in interpersonal communication attain the same understanding about i____, t____, and f____
ideas thoughts feelings
According to most surveys, what are ways in which employees tend to feel about their companies? (Choose every correct answer.) Most employees had seen i____ or u____ conduct. About half of employees do not t____ senior management.
illegal unethical trust
The framing of the primary business message is important for which of the following reasons? It gives focus to an i____ a____ It emphasizes the message's p____ It highlights support for the message's k____ i____
important argument premises key ideas
Risks of Giving Feedback: Person receiving feedback doesn't recognize the importance of i____
improving
Which employee is acting with _____? Sam usually greets female colleagues by saying, "Hello there, girls."
incivility
Individualists will exit friendships and relationships for which of the following reasons? They have become i____ They are not b____ They lack m____ s____
inconvenient beneficial mutual satisfaction
Individualism refers to a mindset that prioritizes i____ more highly than interdependence, emphasizing i____ goals over group goals, and valuing ____ more than _____.
independence individual choice obligation
Individualism and collectivism is a dimension that generally focuses on which of the following cultural characteristics? ind____ int____
independence interdependence
Low Assertiveness Cultures: Emphasize i____ and s____ language View silence as c____ and r____ Prioritize s____ r____ over resolving issues Typically express ____ emotion Use t____ and p____ language Stress e____ and use c____ language Value m____ and d____ e____ of thoughts and feelings
indirect subtle communicative respectful showing respect less tender pleasant equality cooperative measured disciplined expression
High individualism: - Discuss i_____ rewards and goals - Emphasize ____ and ____ - Spend ____ time in group decision-making - Socialize ____ with colleagues outside of work - Network in l____-t____ and t____ social networks - Communicate ____ to efficiently deal with work tasks and outcomes
individual opportunities choices less infrequently loosely-tied temporary directly
Risks of sharing credit: Speaker doesn't get enough credit for i____ a____
individual accomplishments
According to scholars who study intercultural communication, ______ is the cultural dimension with the greatest impact.
individualism and collectivism
Sangeeta mentions that she has to attend a weeklong wedding for a fourth cousin. Janet and Jake react with laughter, suggesting Sangeeta can't possibly go to the wedding for that long given the hard deadline. The actions of all three individuals is best explained by which cultural dimension?
individualism and collectivism
One tip for working with colleagues from different generations is to focus on i____ and their g____
individuals goals
As you work with colleagues, clients, and customers of all ages, consider the following: Focus on i_____ and their p_____ g_____ Recognize the s_____ across generations Pay attention to preferred approaches to c_____ Observe appropriate f_____ and a_____
individuals professional goals similarities communicating formality attire
Which of the following is the biggest barrier to team effectiveness according to business professionals?
ineffective communication
People from low uncertainty avoidance cultures prefer i_____ in most interpersonal business interactions.
informality
Cascades are when the i____l i____s in a discussion excessively influence the u____ decisions
initial ideas ultimate
Kent and Maria are discussing a complaint that a customer made about Kent. Maria says, "Kent, I know you are aware of the complaint against you. First, I would like to hear your side of the story. Then, I would like to work with you so that we can come up with a plan to prevent this from happening in the future." Which of the following is Maria doing? effectively i_____ the c_____
initiating conversation
Which of the following should be done during the final steps of a group writing project to ensure a consistent voice? Group members should provide i____ as a s____ member p____ the final version.
input single polishes
Collectivism refers to a mindset that prioritizes i_____ more highly than independence, emphasizing g_____ goals over individual goals, and valuing _____ more than _____
interdependence group obligation choice
Collectivism includes which of the following characteristics? It emphasizes i____ over independence. It emphasizes ____ over _____. It values g____ over individual goals.
interdependence obligation choice group
What tends to be true of collectivists? They view themselves as i____, forming an identity based on that of their fa____ and fr____
interdependent family friends
When writing a business message, a key component of credibility comes from demonstrating
interest in others.
Caring implies understanding the i____ of others, cultivating a sense of c____, and g____ to others and showing ge____.
interests community giving generosity
Sometimes people fail to reach the same understanding about what is being said. This can be caused by interference from which of the following? (Choose every correct answer.) i____ n____ l____ ex____ e____ n____
internal noise lifetime experience external noise
Which of the following are barriers to effective listening that managers often face? i___ n___ lack of t___ Lack of p____ and a____ s____ Image of l____ C____ t____ Fear of B____ N____ or U____ i____ D____ "M____ T____" statements Giving a____ J____
internal noise time patience attention span leadership communication technology bad news uncomfortable information Defending Me Too advice Judging
People who are self-aware pay close attention to their i____ s____ know what makes them feel various e____ understand their own e____ as they occur.
internal states emotions emotions
Which of the following are benefits of living in another culture? It enables you to observe firsthand how i_____ c_____ is conducted. It allows you to immerse yourself in a d_____ way of l_____
interpersonal communication different life
When two people send and receive verbal and nonverbal messages, it is called
interpersonal communication.
Stories Retrospective versions of i______l i______s or their explanations of business s______ and f______
interpersonal interactions successes failures
High future orientation cultures focus more on _____ motivation.
intrinsic
_____ motivation - a desire to perform a behavior effectively for its own sake
intrinsic
Marcie works at a large law firm and is an _____. In which of the following situations would Marcie feel most comfortable? preparing documents to submit to the court
introvert
Which of the following are examples of _____ statements? "This is how we will take care of this issue. I do not want to discuss it further." "I am the only one here who knows anything about advertising, so there is no need to hear other opinions."
judger
Which of the following questions display a ____ mind-set? Who caused this disaster? Does anyone care about this?
judger
Risks of Asking Questions Speaker appears to k____ ____ than others
know less
To form a business message with confident claims and predictions, you should do which of the following? choose your l_____ carefully be careful in your r_____
language reasoning
In a deductive business argument, the essence of the message can be gleaned from which three of the following? the l____ paragraph the f____ paragraph the f____ s____ of supporting paragraphs
last first first sentences
Which of the following are examples of good business ethics? (Choose every correct answer.) following the l____ ensuring p____ i____ remains safe
law proprietary information
After explaining to the other members of the Spring Dance committee her ideas for decorating the gym, Calliope says, "That's my opinion on how we should decorate, but I'm curious to see what everyone else has come up with." In terms of communication theory, Calliope has made a ______ statement.
learner
How should you approach an emotionally charged conversation? with a l____ mind-set
learner
Which of the following questions demonstrate a _____ mind-set? How is this program beneficial? How well does this new approach meet our goals?
learner
Which person displays a _____ mind-set? During a department meeting, Jae-Seong reminds people that disagreements are normal and healthy
learner
Which of the following should you do when approaching a difficult conversation? Enter into the conversation with a l____ mind-set. Engage in a joint process of understanding the p____ and creating s____ Invite others to tell their s____ and describe their f____
learner problems solutions stories feelings
High uncertainty avoidance: -- Document agreements in l____ c____ -- Expect o____ communication: k____ meticulous records, d____ conclusions drawn in meetings -- R____ to formalized policies, procedures, and rules as basis for decision-making -- Verify with w____ communication -- Prefer f____ in the majority of interpersonal business interactions
legal contracts orderly keep document Refer written formality
Which of the following statements about nonverbal communication are true? The meaning of nonverbal communication is _____ p_____ than verbal communication. Nonverbal communication is mostly understood s____ and developed i____
less precise subconsciously instinctively
As you conduct business across cultures with those who have limited English ability, consider the following: Avoid quickly judging that others have l____ c____ p____ A____ clearly and s____ d____ Avoid s____ and j____ Give others time to e____ themselves Use i____ as necessary
limited communication proficiency articulate slow down slang jargon express interpreters
After people experience intense anger, which statements are true? (Choose every correct answer.) They continue to feel a l____ r____ for hours or days afterward. They are more vulnerable to being p____ into a____ again during the aftermath of the event. They can help ward off further incidents by practicing s____-a____
lingering reaction provoked anger self-awareness
Which of the following is a trait of the best business managers? They understand that it is important to make time for l____
listening
Which of the following statements are true of poor questions? They can lead to less l____ They often reflect a j____ mind-set.
listening judgmental
The best way to gain knowledge about another culture is through
living in it
Which of the following are part of planning the basic message structure? arranging the l____ of the primary message fi____ and fr____ the primary message
logic finding framing
Which of the following statements about lack of attention span in members of an audience are true? Some people simply do not have a l___ attention span. Attention span can be improved if a c___ e___ is made.
long conscious effort
Which of the following statements about trust in businesses and business executives in the early twenty-first century is true? Americans have historic ____ rates of trust of both businesses and business executives.
low
People with judger mind-sets often have their minds m____ u____ b____ listening to the opinions of others.
made up before
Which step is most likely to be included in the writing stage of developing an effective business message? making the message clear and concise responding to reviewer feedback proofreading the message identifying the primary message and key points removing any distractions
making the message clear and concise
Which of the following are examples of nonlistening behaviors? "m____ t____" statements a____-g____ statements j____
me too advice-giving judging
Henry is working on a group writing project. As his writing progresses, he faces some difficult choices. Which of the following is Henry's best choice? He should m___ with his team to d___ the decisions.
meet discuss
Which of the following should you do to effectively carry out your meeting objectives? Inform participants about the m____'s c____ Tell participants what they need to do b____ the meeting. Let participants know h____ l____ the meeting will be.
meeting's content before how long
Which of the following are characteristics of effective and compelling business message frames? They are m_____. They use r_____ and e_____ a_____.
memorable rational emotional appeal
Low gender egalitarianism: -- Provide more professional leadership opportunities to m____ -- Expect men and women to communicate in distinct m____ and f____ ways -- P____ protocol that draws attention to gender
men masculine feminine Prefer
The underlying, overall message that people get from a business communication is called the ______ message of the communication
meta
Moral high ground is when group members assume they're m___ c___ and as a result dismiss c___ i___ or a___ s___
morally correct competing ideas alternate solutions
Stereotyping is when group members see outsiders as m____ i____ or less c____
morally inferior competent
The priorities of a message's targeted audience tend to shift _____ often than values.
more
High humane orientation: -- Express greetings, welcome, concern, and appreciation in ____ interactions -- Consider taking time to talk about feelings as c____ -- V____ to help others -- Smile and display other nonverbal signs of welcome f____
most critical volunteer frequently
Interpersonal communication includes which of the following? (Choose every correct answer.) exchanging mu____ me____ messages sent between t____ or m____ people negotiating the m____ of messages
mutual messages two more meaning
In order to make sure that action items are completed, which of the following are often included in the meeting minutes? the n_____ of the people responsible for each a_____ i_____ the d_____ by which each action item must be c_____
names action item date completed
Which of the following is true about women and societies? Differences between n____ c____ are usually bigger than the differences between the men and women in a s____
national cultures society
Effective communicators gain trust by seeking to understand others' _____
needs
The facilitator acts from a n____ position to get each person to p____ in the conversation and ensure that each agenda item is properly d____
neutral participate discussed
Entry-level business professionals have low credibility primarily because they are
newcomers
Risks of Complimenting: Being known first and foremost as "n___" at the expense of being considered r___-d___
nice results-driven
In order to pay proper attention and demonstrate your eagerness to understand what another person has to say, which of the following should you do? n____ when appropriate l____ f____
nod lean forward
Sight-reading "intelligent observation [of n____ communications] ... it is the act of anticipating i____ and m____ through the perceptive examination of n____ cues."
nonverbal intentions moods nonverbal
In comparison to traditional teams, members of virtual teams are more likely to experience which of the following challenges? an inability to read n_____ c_____ c_____ t_____ issues feelings of i_____
nonverbal cues communication technology isolation
Teams rapidly develop shared perceptions, goals, and commitments, or a team culture, during their ______ stage.
norming
Cultural dimensions are long-standing sets of
norms and values
motivational value system (MVS) is a blend of n____, d____, and a____; and refers to the frequency with which these values guide their a____
nurturing directing autonomizing actions
Business-message readers generally have a better reaction to an author who is seen as o____ to a variety of options and ideas.
open
Which of the following describe a learner mind-set? Kate goes to a city council meeting prepared to listen with an o____ m____ Javier disagrees with his cousin's opinion on selling their aunt's house but is open to finding a m____ b____ solution.
open mind mutually beneficial
Disguised statements o____ presented in question form
opinions
In business communications, which of the following generally enhances the writer's beneficial influence over others?
optimism
What is a characteristic of people from high uncertainty avoidance cultures? They often stress o____ and c____, even if it means sacrificing e____ and i____
orderliness consistency experimentation innovation
Which of the following is a good approach to handling a difficult conversation? listening to the story of the o____ p____ first, then sharing y____ o____ story, then creating a s____ story
other person your own shared
Meta messages are the o____ but often u____ m____ people take away from a communication or group of communications
overall underlying messages
Which of the following are accurate descriptions of the meta message of a business communication? It is the o____ m____ conveyed by the communication. It is conveyed as a combination of c____ and t____
overall message content tone
Framing the primary message involves presenting the message within an o____ t____
overall theme
In order to make sure that you are really reflecting on and understanding what others are saying, you should p_____ what you are hearing.
paraphrase
Which of the following statements are true about business tasks when working with persons from other cultures? It sometimes requires having p____ It can involve dealing with different conceptions of t____ It generally takes longer to c____ each other.
patience time comprehend
Active nonverbal communication is an essential part of
paying attention
Which of the following is the first step in active listening?
paying attention
Team culture refers to a set of shared p_____ and c_____ to collective v_____, n_____, ro_____, re_____, and g_____
perceptions commitment values norms roles responsibilities goals
Which of the following common cultural traits is the most highly valued by the majority of businesses around the world?
performance orientation
Cultural dimensions are fairly p____ and e____ sets of related n____ and v____ and are classified as: - I_____/c_____ - e_____/h_____ - p_____ orientation - f_____ orientation - a_____ - h_____ orientation - u_____ a_____ - g_____ e_____
permanent enduring norms values Individualism collectivism egalitarianism hierarchy performance future assertiveness humane uncertainty avoidance gender egalitarianism
Sydney just started working in the marketing department for a major tobacco company. In her spare time she participates on anti-smoking campaigns. Which of the following statements about her personal values is true? Her p____ values do not align with the c____ values of her work.
personal corporate
Which of the following are acts of incivility in the workplace? ridiculing a person's p____ or r____ beliefs g____ and t____ be____ a person's ba____ frequently i____ others
political religious gossiping talking behind back interrupting
If employees do not honestly communicate about business issues, it can lead to
poor financial performance.
Keys to effective evaluation: - The process should be primarily p____ and g____-d____ and rarely p____ - The process should involve c____ e____ - All team members should p____
positive goal-driven punitive clear expectations participate
In order to approach a difficult conversation with tact and keep it "safe," you should assume p____ i____
positive intent
In terms of tone, which two of the following do readers respond to most positively? The projection of p____ C____ for others
positivity Concern
Principles for Setting the right tone: Demonstrate p____ Show c____ for others
positivity concern
In hierarchical cultures, people expect p____ d____, follow leaders without q____ them, and feel comfortable with leaders receiving s____ p____ and o____.
power differences questioning special privileges opportunities
In egalitarian cultures, people tend to distribute and share p____ e____, minimize s____ d____, and minimize s____ p____ and o____ for people just because they have h____ authority.
power evenly status differences special privileges opportunities higher
Which of the following are guidelines for developing your sight-reading abilities? You should consciously p_____ every day. You should sight-read in c_____ rather than in isolation. Pay attention to c_____ Sight-read in c_____
practice clusters congruence context
Which of the following are advantages to using video during virtual team meetings? It keeps members more p____ and f____. It can lead to faster d____-m____. It facilitates the interpretation of v____ and n____ cues.
present focused decision-making verbal nonverbal
Most people will judge a person's competence based on the person's
previous accomplishments.
Framing the primary message. What is the p____ m____? What s____, v____ statement (____words or ____) captures the essence of your message?
primary message simple vivid 15 fewer
Productivity at the Wisconsin branch of Big Box Manufacturing has decreased significantly over the last twelve months. Aaron, the branch manager, researches the problem and finds that many employees are spending significant time on social media while at work. He wants to construct a report for the company's leadership team, using the deductive approach. How should Aaron structure the report? State the p____ m____, lay out s____ r____, and conclude with a c____ to a____.
primary message supporting reasons call action
Which of the following are general characteristics of hierarchical cultures? People in power have more p____ than others. People are expected to follow leaders without q____ them.
privileges questioning
Which of the following are true about effective meetings? They can help teams work more p_____. They help teams o_____ their efforts.
productively organize
Writing effective messages in business should seek to do which of the following? boost p____ drive c____
productivity collaboration
To break out of the reputation of an inexperienced newcomer, you should ask your boss for ideas about improving your p_____ r_____
professional reputation
Which of the following are benefits of having many givers in a business? (Choose every correct answer.) greater prof_____ increased prod_____ less e_____ t_____
profitability productivity employee turnover
Having good credibility implies which of the following qualities? ensuring p____ are fulfilled having s____ e____ v____ being h____ and r____
promises strong ethical values honorable reliable
Which step is typically included in the reviewing stage of developing an effective business message? setting a positive and other-oriented tone proofreading the message finding the needs of the audience identifying the primary message and key points giving importance to the I-voice
proofreading the message
Which of the following statements about visiting persons in another culture are accurate? -- Following p____ e____ in another culture is a way you can make a good first impression. -- M____ and b____ provide an opportunity for you to demonstrate knowledge of the other culture's etiquette.
proper etiquette Meals banquets
The quality of message delivery can be diminished by which of the following? psy______ noise s____ noise phy____ noise
psychological semantic physiological
Alissa quickly expresses her frustration. She says, "Just recently I found out the executives got incredibly large bonuses and I thought there was no more money. This is very frustrating...and I don't understand why you wouldn't tell me the truth." At this moment, Alissa is most likely to experience what type of noise as she decodes messages?
psychological noise
Speech patterns more common among women than men: Asking lots of q____ A____ often Using "w____" rather than "____" when talking about accomplishments Mentioning w____ only after citing s____ Avoiding d____ c____ others' ideas; h____ when stating one's own views Speaking i____ rather than b____ when talking to subordinates Showing genuine a____ for the actions of others
questions apologizing we I weaknesses strengths directly challenging hedging indirectly bluntly appreciation
Order the following steps as they typically occur in developing sound business ideas, with the first step at the top and the last step at the bottom. 1. identification of q____ and p____ 2. research to gather i____ 3. making c____ or finding s____
questions problem information conclusions solutions
Priorities involve r____ or a____ i____ to things, such as projects, goals, and tasks
ranking assigning importance
CLEM (conjugate lateral eye movement) r____ si____ sh____ of the eye
rapid sideward shift
Your goal in framing a business message is to make it compelling while using r____ and e____ appeal.
rational emotional
Which of the following are positive ways a transparent workplace can be created by a leader in business? (Choose every correct answer.) by being r____ by listening to the c____ of others
reachable concerns
Tone Overall evaluation the reader perceives the writer to have toward the r____ and the m____ c____
reader message content
Readers interpret the tone of a business message primarily as a reflection of the writer's attitude toward which two of the following? the r____ of the message the m____ c____
readers message content
Conclusions are statements that are r____ or d____ based on f____
reasoned deduced facts
Denise's team has started a group writing project. As the team gathered information and began drafting initial findings and conclusions, it found that its earlier plans and decisions were not accurate. What should the team do? It should r____ its original plans and make n____ c____.
reassess necessary changes
What are characteristics on which cultural intelligence is built? r____n r____t
recognition respect
Active listening involves ______ the ideas and emotions of others.
reflecting on
Strong analogies are important to the writing of business messages because they
reinforce arguments.
Which of the following is the most important reason why long-term virtual teams should meet in person at the beginning of a project? to facilitate the building of a r_____ between team members
relationship
Generally speaking, which of the following are qualities women often show in their thinking and communication? r____ orientation c____ i____
relationship collaboration interconnectedness
Being able to manage interactions successfully by using your knowledge of your emotions and the emotions of others is known as
relationship management
Low Performance Orientation -- Emphasize r____ more than results -- d____ g____ and o____ casually without mechanisms for m____ them -- view feedback as j____ and u____ -- d____-e____ financial incentives; consider this motivation i____ -- value expressions of l____ and s____ -- show a r____ view of time and view overemphasis on deadlines as p____
relationships discuss goals objectives measuring judgmental uncomfortable de-emphasize inappropriate loyalty sympathy relaxed pushy
Transparency involves sharing all r____ i____ and d____ r____ with stakeholders
relevant information decision rationale
Which of the following are identified to help create solid business ideas? gathering r____ i____ and f____ determining the b____ i____ and o____ making sense out of often c____x and c____g pieces of i____
relevant information facts business issues objectives complex confusing information
In effective business messages, any analogies should be rooted in
relevant similarities.
Practicing another culture's rules of etiquette has which of the following effects? It demonstrates r____ It leads to a favorable f____ i____
respect first impression
The "R" in the FAIR test stands for
respect.
Respect: How r____ is your communication
respectful
High Performance Orientation - Emphasize r____ more than relationships - Prioritize m____ g____ and o____ in meetings and communications - View feedback as e____ to improvement - E____ talk about financial incentives - Value statements of ____ ____ - Expect u____ in communications and e____ deadlines
results measurable goals objectives essential Explicitly individual accountability urgency emphasize
Compared to traditional teams, it is generally a greater challenge for virtual teams to r____ t____ during the period its members work together.
retain trust
Psychological safety Team members feel safe to take r_____ and be v_____ in front of one another
risks vulnerable
Coordination meetings primarily focus on discussing r____, g____, and a____
roles goals accountabilities
Benefits of being indirect to subordinates: Placing everyone on the s____ level and not coming across as c____, d____, or b____
same commanding domineering bossy
When takers try to manipulate givers, givers should be ______ about their tendency to be emotionally concerned for others.
self-aware
Benefits of sharing credit: Avoiding s____-p____ and recognizing the c____ of others Maintaining a t____ orientation
self-promotion contributions team
Gen Xers are generally said to display which characteristics? ____ ____
self-reliance confidence
When Alissa mentioned, "I have negotiated in good faith," she likely has a different view of what is meant by "negotiation" and "good faith." What type of noise is this called?
semantic noise
Which of the following characteristics are the most important for building trust among virtual team members? being willing to s____ i____ being p____ e____
share information proactively engaged
Culture includes the s____ v____, n____, r____, and b____ of an identifiable group of people who share a common h____ and c____ system
shared values norms rules behaviors history communication
Being able to interpret and perceive the meaning of nonverbal communication through careful observation and examination is known as
sight-reading
How to make virtual meetings more productive: - Start the meeting with s____ c____ - Start with a c____ q____ - Ask "w____ d____ y____ t____ a____" questions - Make sure each team member is i____ - Articulate v____ precisely - Take minutes in r____ t____ - Focus on your t____ and avoid m____ - Use v____ when possible
social chat contentious question what do you think about involved views real time teammates multitasking video
Which of the following are tips for making virtual meetings more productive? Begin meetings with a few minutes to s____. Make sure every member of the team t____ p____
socialize takes part
Which of the following impacts how people are socialized? The s____ e____ they learned as children. Conversations held with a____ as a____ The way they talked to other c____ as c____
societal expectations adults adults children children
The use of which of the following words or phrases would be an indication of an effective approach in handling a difficult conversation by avoiding any exaggeration? always sometimes most worst
sometimes
Illusion of unanimity is when no one s____ o____ against the majority view and, as a result, everyone assumes there is a____
speaks out agreement
A person who demonstrates accountability is someone who will take a(n) ______ perspective of the groups affected by his or her business.
stakeholder
Impacts: How does your communication impact s_____
stakeholders
Stereotypes can be productive for those working across cultures when they are which of the following? a s____ point mostly p____ f____
starting positive flexible
Which of the following are poor types of questions? s____ disguised as questions c____-e____ questions l____ questions
statements cross-examination leading
Rightly or wrongly, people rely on ______ to better understand the unfamiliar because they offer a generalized starting point for comprehending the values and actions of others.
stereotypes
The professional reputation of entry-level business people can be improved relatively quickly through which of the following? being conscious of s____ and w____ offering something of v____ to the work environment
strengths weaknesses value
In the workplace, Baby Boomers possess a ____ sense of ____ to their _____. ____ ____ to ____
strong loyalty employers strong desire work
Chin is the leader of a team whose meetings are being disrupted by Lisa, who dominates the discussions with long, irrelevant comments. What is the best way for Chin to address the situation? Provide s____ leadership in assigning t____ r____ and keeping to the a____
strong team roles agenda
Complacency is when a group has experienced quite a few s____ and begins to assume it will automatically make g____ d____
successes good decisions
Meg Whitman, former CEO of HP, stated that early in her career she gained credibility and displayed competence through her focus on creating a s____ track record.
successful
Ethnocentrism The belief that your own culture is s____ - that it provides better approaches for solving w____ p____ or dealing with w____ r____ and contains a better knowledge base to c____ work.
superior work problems work relationships conceptualize
Which of the following is a characteristic of givers in business? They are generous in their s____ of their colleagues.
support
Setting up the logic of your message. What are your s____ p____? What do you want to e____ ask your readers to d____ (c____ to a____)? How will you o____ the logic of your message?
supporting points explicitly do call action order
Benefits of Apologizing Often: Expressing s____ for others Smoothing over a____ situations Admitting m____ and taking r____ for them
sympathy awkward mistakes responsibility
Which of the following is something successful business people do? They tackle difficult conversations with t______
tact
To break out of a reputation as an inexperienced newcomer: - Set up a time to t_____ with your boss. Explain your g_____ in various areas and ask for his/her ideas about improving your p_____ r_____. - Ask your boss if you can take on any h_____-r_____ projects - Make sure you fit in with the co_____ cu_____ in terms of p_____ d_____ and c_____ s_____ - Attend a lot of m_____ to get to know as many c_____ as possible. P_____ appropriately. Create a professional b_____ about a n_____ area.
talk growth professional reputation higher-responsibility corporate culture professional dress communication style meetings colleagues participate blog niche
Which of the following statements about group writing are true? The emphasis on t____ in today's workplace has made it more p____ It can be a c____ process.
teams prevalent challenging
When editing and working on a group writing project, team members should be in agreement about the t____ that will be used. be mindful of v____ c____ to avoid s____ editing.
technologies version control simultaneous
In business, workplaces often feature up to five distinct generations because: -- changes in t____ have broadened access to businesspeople. -- people are putting off their r____ -- f____ s____ that feature teams are more common.
technology retirements flat structures
Which collaborative technologies have been most commonly used by virtual teams over the past 25 years? t_____ e_____ p_____ c_____
teleconferences email phone calls
The tendency to seek support for and validation of our views is referred to as
the confirmation bias.
I-Statements begin with phrases such as: - I t_____ - I f_____ - I b_____
think feel believe
Which of the following are traits of great listeners? They anticipate how a speaker t____ They give speakers their f____ a____
thinks full attention
Meaning refers to the t____ and f____ that people intend to communicate to one another.
thoughts feelings
Using an outline or diagram to form the logic of a business message typically leads to which two results? Thinking about the issues becomes t_____ Issues can be written about more e_____
tighter effectively
Which of the following are true about ineffective meetings? They are generally a waste of t______ They may form d______ between team members.
time divisions
Jake complains that the "primary problem is communication" because Sangeeta has not responded to his many emails over months. Jake's complaint shows that he most lacks what element of cultural intelligence? Adjust view of ____/____ ____.
time show patience
An indirect approach is often used for which of the following types of business messages?
to give negative news
Lizzo perceives that the writer respects the reader and feels concern about the content of the message. Lizzo's perception relates to the writer's
tone
Which of the following statements about collaborative technologies are true? Some virtual team members may need t_____ so they do not feel o_____ by the technologies. They can help virtual teams com_____ and col_____ more efficiently.
training overwhelmed communicate collaborate
In business situations where law and ethical principles do not provide a clear answer, ______ is crucial.
transparency
When civil servants share relevant information and decision rationale with stakeholders, they engage in
transparency.
Events that cause strong emotional reactions are called _____
triggers
People who are high in self-awareness are better able to manage upsetting situations because they can identify the t____ that cause strong emotions.
triggers
When establishing trust and credibility in cross-cultural business relationships, which of the following guidelines are key to success? -- Establishing t____ should be a goal from the b____ of the relationship. -- Understand that it can take more t____ to establish your c____ when working across cultures. -- Be attentive to how c____ is earned in other cultures.
trust beginning time credibility credibility
You often operate from a deficit of t_____ when conducting business. In the post-trust era, s_____ is high. By establishing c_____, your colleagues, clients, customers, and other contacts will respond far more favorably to your communications.
trust skepticism credibility
Which of the following questions should you consider when preparing to communicate with customers or colleagues? Is t_____ or c_____ key to the way I work?
trustworthiness credibility
Credibility is your reputation for being t_____ - trustworthy to perform your work with e_____; to c_____ about those you work with and for; to live by h_____ e_____, c_____ and p_____ values; and to deliver on your p_____.
trustworthy excellence care high ethical corporate personal promises
When people are credible, they have a reputation for being
trustworthy.
Uncertainty avoidance refers to how cultures socialize members to feel in u____, n____, s____, or e____ situations
uncertain novel surprising extraordinary
Part of paying attention means trying to u_____ everything said from the perspective of the s_____
understand speaker
Emotional intelligence involves u____ emotions, managing emotions to s____ g____, e____ with others, and effectively handling r____ with others.
understanding serve goals empathizing relationships
When basic worth and dignity are not acknowledged, people tend to feel und____ less enthusiastic about c____ with co-workers. unw____
undervalued cooperating unwelcome
Uncertainty avoidance describes the way people handle
unexpected events
Risks of apologizing often: Speaker appears to u____ take r_____ or appears to lack a____
unnecessarily responsibility authority
Which of the following is true about displaying cultural intelligence? Ethnicity can impact v____ and a____ in the workplace.
values attitudes
Self-censorship is when group members don't v____ their o____ for the sake of h____
voice opinions harmony
It is important to behave with civility in the workplace because it sometimes calms a v____ situation. demonstrates g____ character. indicates c____ for others.
volatile good concern
You can create a sense of trust in others by adopting which of the following orientations? (Choose every correct answer.)
we/you
Risks of avoiding verbal opposition: Others conclude that the speaker has w____ id____ and lacks c____
weak ideas confidence
The primary value of having diversity on teams is that it helps them
welcome new ideas
When the tone of a business message is ______, there is an implied interest in the opinions and needs of the audience.
welcoming
When revising a group writing project, revisions should focus on which of the following? how w____ and s____ the sections of the project work together l____ m____, ease of r____, and f____ the strength of the group's i____ and the a____'s n____
well smoothly language mechanics reading formatting ideas audience's needs
Global cheating culture refers to the w_____ c_____ that takes place in schools.
widespread cheating
Low uncertainty avoidance: -- Rely on the w____ of others they trust rather than contractual arrangements -- Expect c____ communication: l____ c____ with documentation and maintenance of meeting records -- Feel u____ by formalized policies, procedures, and rules when discussing work decisions with others -- Verify with o____ communication -- Expect i____ in most interpersonal business interactions
word casual less concerned unbound oral informality
Encoding is the process of converting meaning into messages composed of w____ and n____ s____
words nonverbal signals
In the norming stage, the team arrives at a w____ p____, including the r____, g____, and a____
work plan roles goals accountabilities
Cultural intelligence is a measure of your ability to w____k w____h and a____ to members of other cultures
work with adapt
In general, what are workplace characteristics that Gen Xers seek? A _____ _____ ____ on a _____ _____ ____ _____
work-life balance Feedback regular basis Open communication
What is a major challenge related to working across generations? different ways of w____
working
Benefits of complimenting: Maintaining an enjoyable w____ r____ and showing others they're v____
working relationship valued
Which of the following are parts of the process of crafting effective business messages? w____ p____ r____
writing planning reviewing
