Leadership Final

The second step in the KEYS process is to educate yourself on the communication interaction.

False

After talking with his supervisor, Clayton likes to review the message and evaluate what was really being said. Clayton is engaging in _________.

critical listening

Janet works for a major phone company where she routinely takes calls from clients and answers questions about the company's products and services. Janet's job involves the field of _________.

customer relations

Marcus is trying to persuade his managers to give an extra day off for Thanksgiving break by reminding them that they want employees to be happy, and that holiday breaks make employees happy. This type of persuasion is _________.

deductive reasoning

Which of the following characteristics describes a professional, effective PowerPoint slide?

information spread onto several slides

Mutual influence, common purpose, and collaboration are marks of ___________.

leadership

Approximately how many women in workplace romances reported motives relating to the job?

15%

The average person remembers between _______% and _______% of what they hear.

25%, 50%

Nonverbal communication accounts for ______% to _______% of the total meaning of communication

65%, 93%

Jennifer was recently passed up for a promotion in favor of her coworker Ryan. However, Jennifer finds out from another employee that Ryan has been plagiarizing his presentations at work. Jennifer knows this isn't fair, but she doesn't want Ryan to be fired either. What is Jennifer experiencing?

ethical dilemma

Critical listening requires the listener to ________ the information

evaluate

A cell phone ringing in the middle of class is an example of ________.

external noise

Ryan is preparing a presentation for his department. During his research, he gathers information from outside agencies, the state government, and from separate media agencies. These are known as:

external sources

Kira signaled to the audience that the presentation was concluding and included a few more statistics and more information to reinforce her point. Kira has given a _____________.

false close

Memos should be sent ____________.

for critical information only

Which of the following is an appropriate use of reward power?

giving a good schedule to an employee for consistent timeliness

The most professional thank-you letters are ______________.

hand-written

The process of understanding our experiences and the experiences of others through the use of verbal and nonverbal messages is known as ___________.

human communication

The nonverbal dimension that defines how we react to things by evaluating them as positive/negative or good/bad is known as _________.

immediacy

Tools used by a speaker to help support the audience's interest in and understanding of the presentation such as visual or audio clips are called _________________.

supporting aids

What type of people should you use for letters of recommendation?

teachers previous employers business professionals Correct all of the above

During Jenna's latest persuasive speech, her professor penalized her for using terms like "OMG!", and "bff". These language violations are known as:

texting language

An individual's ability has implications concerning ________.

the effectiveness of productivity teamwork the overall organization all of the above

Teams who use Power Point demonstrations should keep ___________.

the entire presentation as one file

What is the purpose of a business letter for employee downsizing?

to inform other businesses about skilled employees available for employment

A __________ is any word or phrase that helps guide the listener from one point to the next.

transition

Which of the following is not a communication competency for teamwork?

use politically correct/appropriate language

Which of the following is an active listening strategy?

validating reflecting summarizing Correct all of the above

Which of the following is an external noise distraction?

vibrating cell phone

Eli is showing how his solution would benefit his team during his presentation so that they will decide to agree with his proposal. Which step of Monroe's Motivated Sequence is Eli demonstrating?

visualization

If the speaker is going to take questions he/she should ____________.

wait until after an applause to ask for questions

Semantic information difference is a term that describes _______________.

when employees and supervisors do not share the same view of some organizational issues, basic job duties, or employees' participation in decision making

Karin does not want her supervisor to know that the employees she is in charge of are not fulfilling their obligations, fearing the information will make her look like a bad manager to her boss. She decides not to tell her supervisor and deal with it on her own. This type of message distortion is ___________.

withholding

Which of the following is not a reason interpersonal communication is important?

your interpersonal communication will allow you to manipulate your interactions to your advantage

What word best describes the symbols communicators use?

all of the above abstract vague arbitrary

Why is it important to use a practice audience before your speech?

an honest practice audience can help determine if your speech is effective

Monica is proud of a new tattoo she just had done on her wrist and has been showing her new ink to her friends at work. She is communicating with the use of a(n) _________.

artifact

Monroe's Motivated Sequence is utilized to persuade in business and professional settings and consists of _______________.

attention step, need step, satisfaction step, visualization step, and action step

How can managers effectively convey impressions of empathy and power?

body language

How does conspicuousness cause communication apprehension?

by creating anxiety about being in the spotlight

Tom recently gave a presentation at work highlighting the problems with customer service. He asks all his coworkers to spend an extra thirty minutes each day handling customer complaints. This is an example of:

call to action

What is the role of the telephone during a conference call?

channel

Kim teaches English classes and thinks she is very clear with assignment instructions. However, every student in her class is confused about the instructions throughout the semester. Kim's behavior is known as ________.

communication bravado

Ivana typically interacts with two of her coworkers on the same project, their information technology representative, and her immediate superior. This is known as Ivana's _________.

communication network

According to ________________ theory, the information we choose to disclose is managed by our own self-set rules.

communication privacy management

Bruce and Carol are discussing an upcoming business trip after Carol returned from a mandatory leave of absence. The business trip is the ______ layer of their interaction.

content

John often prefers conversations that require him to intellectually challenge himself. John is a(n) _________ listener.

content-oriented

Miguel has designed an intricate PowerPoint presentation that will blow his audience away. When he arrives, there are no computer capabilities in the room he is presenting in. Miguel forgot to consider the overall ____________.

context

The location, time, and occasion where communication occurs is referred to as ____________.

context

When the speaking role shifts between one person to another with some frequency, it is known as ____________.

conversational listening

Ted is writing a business request for his boss and is worrying about whether he should send his message by hard copy or e-mail. Also, Ted is not sure when to send his request. Ted is worrying about the _________ of his message.

delivery

Interpersonal communication is ________, meaning it occurs between two people.

dyadic

What belief is held by Theory X managers?

employees value job security above all else

Senders _______ messages, while receivers of messages are left to _______ them.

encode/decode

A restaurant's decision to use intense colors, intimate seating arrangements, and bright lighting are all examples of influencing ___________.

environment

Robert is giving a speech at his local YMCA. He begins by emphasizing that he has grown up in this neighborhood and has seen many of the same problems as other members in the audience. Robert is:

establishing common ground

"Dr. Black's teacher evaluation scores ranked in the top 2% of the entire University results" is an example of using ___________.

specific language

Which of the following is an example of an external communication plan?

a department's new outline on drafting press releases

The fear of public speaking is known as trait communication apprehension

False

Those who possess effective communication skills have a trait known as communication bravado.

False

During persuasive speeches, if the presenter wants the audience to take some sort of action, they are seeking ___________.

active agreement and call to action

Which is the best technique for communicating with a supervisor?

advocacy

Which of these is a skill desired by employers?

all of the above

Decoding messages involves the receiver of a message responding to the sender.

True

Professional excellence means being recognized for your skills as a communicator and serving as a role model to others

True

When an employee orientation, what type of listening would be the best for acquiring knowledge?

informational listening

Susan acts warm and friendly to her supervisor when discussing possible promotions, leading some of her coworkers to call her a "teacher's pet" or "brown-noser". Susan is using a/an ________ strategy.

ingratiation

Rudy routinely needs to order parts from another part of his company to create a finished product. Rudy is an example of a/an _________.

internal customer

Holding a meeting late on Friday afternoon just before closing an office may create _______ that will interfere with your message.

internal noise

When delivering a speech, your hand gestures should be ___________.

kept to a minimal to avoid distractions

KEYS, a communication process designed to enhance your ability to critically assess and then improve your communication skills stands for _____________.

know yourself, evaluate the professional context, your communication interaction, step back and reflect

Moral principles or rules that determine ethical behaviors are known as ________.

lack of attention

Speeches delivered from a manuscript ____________.

lead to monotone presentations

Information from formal networks is __________ than information from informal networks

less efficient and less accurate

To limit message distortion, supervisors can ______________.

limit the number of people a message must travel through before it gets to you go to the source of the message for clarification keep communication channels open with subordinates and customers Correct all of the above

What is the most basic principle in the consumer products industry?

listen to the customer

Cindy is concerned that her presentation does not follow a logical sequence. Which persuasive appeal should she work on before making her presentation?

logos

What is a negative effect of PowerPoint presentations?

many speakers use PowerPoint as a crutch

Aaron is playing a game of poker with his friends when he gets a really good hand. He wants to bait his opponent to make a bet, so he puts a sad look on his face to indicate he doesn't like his hand. Aaron is using the strategy of __________.

masking

Beyond noise, what are some additional factors that may distract your focus?

message overload receiver apprehension

Trying to keep a blank expression when hearing bad news would be an example of ________.

neutralization

Since Ben's supervisor is out sick, Ben has been called on to give an impromptu briefing to the other employees at his company. This situation is likely to cause ________ communication apprehension.

novelty

Informative speakers should be _________, while persuasive speeches should be _________.

objective; subjective

At Robin's new company, Robin is asked to sign an agreement that pledges that he will follow safety guidelines, promote teamwork within his team, and do his job with integrity. What values does this document support?

organizational values

Listening to a message then summarizing it back to the sender for verification is known as _______.

paraphrasing

Listening to a voicemail, deleting it, and moving on is an example of __________.

passive listening

Travis is nervous about his upcoming speech because the other students will be grading his speech instead of the professor. This is an example of _________ communication apprehension.

peer evaluation

Bryan is the vice-president of the human resources division for his company and John is one of his employees. Therefore, Bryan is the _________ and John is the _________.

superior, subordinate

Dan was recently fired from his job after it was found out that he borrowed heavily from another coworker on his business proposal (without giving proper credit). Dan crossed the ethical boundary of _________.

plagiarism

When giving team presentations, the group should _________.

plan, practice, and collaborate the entire presentation together

Which of the following would likely be included in an external communication plan?

proactive media strategy

Linda's organization has just changed their policy on reporting overtime. Linda should include the information about the new policy in a(n) _____________.

process directive

At meetings, Bill often interrupts his coworkers when they are talking and allows his cell phone to ring during others' presentations. Bill is violating _________.

professional etiquette

When delivering your speech, you should project your volume by _________.

projecting to an audience member in the back corner

What should you avoid when gathering research?

relying solely on your previous knowledge

As most audience members are not good listeners, if you are giving a presentation and you want your audience to remember your message, you must __________.

repeat yourself

Which of the following is not a purpose of nonverbal behavior?

replace verbal communication

John recently assessed several important issues facing his department and sent his findings to his superior. This is an example of a(n):

report

Illustrations should be _____________.

simple and incorporated into the slide