BUS 303 CH 2

Avoid taking notes during a presentation or lecture because doing so can cause you to miss something.

F

Because e-mail is an informal communication tool, it's not necessary to check your messages for correct spelling, grammar, and punctuation.

F

Sharon is listening to her colleague and must judge and evaluate what he is saying. She is listening to decide whether her colleague's message is fact, fiction, or opinion. Sharon is engaging in discriminative listening.

F

To stand out in the workplace, create an outgoing voice mail message that has music playing in the background or that includes a funny joke.

F

When communicating with coworkers and acquaintances, North Americans generally keep a distance of between 0 and 1 1/2 feet.

F

When listening to nonnative speakers, always correct their grammar and pronunciation immediately to help them improve their language skills.

F

In Tuckman's team growth model, during the ____________________ stage of team development, individuals get to know each other and search for similarities as they attempt to bond.

FORMING

____________________ consist of three or more individuals who gather to pool information, solicit feedback, clarify policy, seek consensus, and solve problems.

MEETINGS

____________________ communication includes all unwritten and unspoken messages, both internal and unintentional. Examples include eye contact, facial expressions, body movements, space, time, distance, and appearance.

NONVERBAL

During the ____________________ stage of team development, tension subsides, roles are clarified, and information begins to flow among members.

NORMING

Rephrasing and summarizing a speaker's message in your own words is called ____________________.

PARAPHRASING

We all maintain territory zones of ____________________ in which we feel comfortable. Anthropologist Edward T. Hall identified four of these zones of social interaction among Americans.

PRIVACY

Soft skills such as listening, writing, and speaking are most likely to determine hiring and career success.

T

Many organizations are creating ____________________ teams, which are groups of people who use technology to work interdependently with a shared purpose across space, time, and organization boundaries.

VIRTUAL

____________________ conferencing allows attendees to use their computers to access an online, virtual meeting room where they can present PowerPoint slides, share spreadsheets and Word documents, demonstrate products, and interact with participants in real time.

WEB

In listening to nonnative speakers in the workplace, you should not show impatience, finish sentences, judge accented speech negatively, or a. correct grammar and pronunciation. b. smile or maintain eye contact. c. tell the speaker you're having trouble understanding, d. all of these choices.

a. correct grammar and pronunciation.

Christina spends a lot of time listening to her colleagues during meetings. Because she must remember what they say, she is always careful to identify main ideas and recognize the purpose of their messages. Christina is engaging in a. discriminative listening. b. critical listening. c. lag time. d. efficiency listening.

a. discriminative listening

Allan manages the Human Resources Department for his company. The due dates for payroll reports will be changing slightly, and he needs to communicate this information to all company managers. Allan should a. send an e-mail or text message to inform the management staff. b. prepare an agenda and call a meeting. c. consult key people to help him decide whether to call a meeting. d. use the grapevine to convey the message.

a. send an e-mail or text message to inform the management staff.

Jonathan was just hired as a human resources assistant and wants to make a good impression in his new position. What should he do when listening to his supervisor? a. Don't ask questions because doing so may make him look ignorant. b. Show his interest by leaning forward and striving for good eye contact. c. Feel free to answer the phone if he receives a call to show how busy he is. d. Rely on his memory for the details rather than take notes to show how sharp he is.

b show how his interest by leaning forward and striving for good eye contact.

Which of the following is an effective way to improve your nonverbal communication skills? a. Ignore facial expressions and body language; instead, focus only on the verbal message. b. Ask friends and family members to give you feedback on your nonverbal behavior. c. Try to avoid associating with people from diverse cultures since you might misunderstand their nonverbal messages. d. All of these choices.

b. Ask friends and family members to give you feedback on your nonverbal behavior.

Which of the following is the most accurate statement about casual apparel in the workplace? a. Casual dress has become the norm in today's workplace. b. Casual dress policies have led to reduced productivity and lax behavior in some workplaces. c. If you're competent, it doesn't matter what you wear. d. When meeting customers, dress down to make them feel superior.

b. Casual dress policies have led to reduced productivity and lax behavior in some workplaces.

Which of the following statements about listening to customers is least accurate? a. Listening to customers can result in increased sales and profitability. b. Companies should hire employees who already possess good listening skills because training employees in this area is usually ineffective. c. As the U.S. economy becomes increasingly service oriented, customer service becomes even more important. d. Listening can be a strong customer acquisition and retention tool.

b. Companies should hire employees who already possess good listening skills because training employees in this area is usually ineffective.

Select the most accurate statement about eye contact. a. Communicators consider the eyes to be the most accurate predictor of a speaker's true feelings and attitudes. b. Nonverbal cues, including eye contact, have identical meanings in most cultures. c. Sustained eye contact signifies fear or stress. d. Eye contact cannot be learned; it's an innate trait.

b. Nonverbal cues, including eye contact, have identical meanings in most cultures.

Which of the following statements about listening is most accurate? a. Listening is a hard skill that employers seek when looking for well-rounded candidates who can be hired and promoted. b. Three quarters of high-quality communication involves listening. c. Everyone knows how to listen because listening is an automatic response to noise. d. Listening skills become less important as one moves up the career ladder.

b. Three quarters of high-quality communication involves listening.

Isabella has a habit of giving a thumbs-up sign every time she agrees with something. This functions as what type of nonverbal message? a. To complement and illustrate b. To replace and substitute c. To control and regulate d. To reinforce and accentuate

b. To replace and substitute

Angelina uses her computer to access an online meeting room where she takes part in meetings with her department members. In this meeting room, participants are able to present PowerPoint slides and Word documents, share spreadsheets, demonstrate products, visit Web pages, and use a white board. Angelina and her colleagues are using what type of collaboration technology? a. Audioconferencing b. Web conferencing c. Instant messaging d. A blog

b. Web conferencing

Elizabeth will be taking charge of her first virtual meeting. What should she do to make sure all participants are collaborating successfully during the meeting? a. Use complex language to get her points across. b. When presenting, she should project an upbeat, enthusiastic, strong voice. c. Do most of the talking to reduce confusion. d. Ask leading questions such as "Does everyone agree?" to keep the meeting moving along.

b. When presenting, she should project an upbeat, enthusiastic, strong voice.

Miguel has been invited to attend his first sales meeting and wants to be an active and productive member from the very beginning. Which of the following should he do to make a good impression? a. Keep his cell phone on so that he doesn't miss an important call during the meeting. b. Come prepared to the meeting by doing any preliminary work required. c. Use body language to show whether he's bored; the meeting leader will appreciate his honesty. d. Wait to share his views after the meeting so that the meeting can move along efficiently.

b. come prepared to the meetings by doing any preliminary work required

Nadia is putting together a team to brainstorm product development ideas. Because she wants her team to be successful, the team should a. be as homogeneous as possible. b. develop procedures to guide them. c. avoid conflict. d. be as large as possible, with at least ten members.

b. develop procedures to guide them.

Select the most accurate statement about meetings. a. Most people look forward to meetings. b. Meetings should be viewed as opportunities to demonstrate leadership, communication, and problem-solving skills. c. Because of advances in technology, the number of face-to-face business meetings is declining rapidly. d. Meetings are an excellent way to communicate information that does not require immediate feedback.

b.meetings should be viewed as opportunities to demonstrate leadership, communication and problem solving skills.

Which of the following sends the least positive nonverbal message? a. An employee wears clothing to work that covers her tattoos. b. A job candidate arrives for an interview dressed in a conservative charcoal gray business suit. c. An employee sends an e-mail message to her colleagues that contains several misspellings and grammatical errors. d. A job candidate uses a high-quality printer to make copies of her résumé and cover letter.

c. An employee sends an e-mail message to her colleagues that contains several misspellings and grammatical errors

Which of the following statements about manners and business etiquette is most accurate? a. Good manners and professional demeanor are hard skills that employers value in employees. b. Because you aren't born with the ability to be courteous, civil, and professional, learning these skills is difficult. c. Employers are more likely to hire and promote someone who is courteous and professional. d. All of these choices are accurate statements.

c. Employers are more likely to hire and promote someone who is courteous and professional.

Deborah will be leading a committee meeting and wants to make sure it is effective and efficient. What should Deborah do to get the meeting started? a. Wait until all participants arrive before beginning the meeting. b. Give a quick recap to anyone who arrives late. c. Go over ground rules at the beginning of the meeting. d. Deborah should do all of these.

c. Go over ground rules at the beginning of the meeting.

Several factors may cause poor listening habits. Which of the following is not one of these factors? a. Lack of training b. Large number of competing sounds and stimuli in our lives c. Physical hearing disability d. Ability to process speech faster than others can speak

c. Physical hearing disability

Molly wants to become a better listener in the workplace. Which of the following is the best technique she can do to improve her listening skills? a. Don't maintain direct eye contact because doing so may distract the speaker. b. Interrupt whenever she has an opinion on the topic to share with her speaker. c. Rephrase and summarize the speaker's message in her own words. d. Avoid asking any questions because doing so may distract the speaker.

c. Rephrase and summarize the speaker's message in her own words.

Daniel will be starting a new job soon and wants to exhibit proper business etiquette in his new workplace. What is the best advice you can give him? a. Agree with everyone with whom he interacts. b. Talk about his personal relationships and finances as a way to appear human and to establish relationships with other employees. c. Send written thank-you notes to express sincere appreciation and praise. d. Tell as many jokes as possible to put his colleagues at ease.

c. Send written thank-you notes to express sincere appreciation and praise.

Which of the following is not a form of nonverbal communication? a. The appearance of a business document b. Showing up late for a job interview c. The adjectives used in a sales letter d. Raising one's voice when angry or frustrated

c. The adjectives used in a sales letter

Which of the following statements about virtual meetings is most accurate? a. Virtual meetings are rare in today's workplace. b. It is almost impossible to exchange ideas, brainstorm, build consensus, or develop personal relationships virtually. c. Two of the most significant reasons for the shift to virtual meetings are saving travel costs and reducing employee fatigue. d. Virtual meetings are generally held to coordinate team activities but not for any other purposes.

c. Two of the most significant reasons for the shift to virtual meetings are saving travel costs and reducing employee fatigue.

Experts say that we ignore, forget, distort, or misunderstand a. less than 10 percent of everything we hear. b. 25 percent of everything we hear. c. 50 percent of everything we hear. d. 75 percent of everything we hear.

d. 75 percent of everything we hear.

Kelly is about to start her first full-time job after earning her degree and wants to appear as professional as possible. What advice would you give her? a. Change her current e-mail address, which is [email protected], to something more businesslike. b. Use her cell phone only when conversations can be private. c. Avoid texting during meetings. d. All of these choices will help Kelly appear more professional.

d. All of these choices will help Kelly appear more professional.

Which of the following is the most accurate statement about etiquette and civility in today's workplace? a. Etiquette is not as important in today's fast-paced, high-tech offices. b. Most people don't mind rudeness or poor manners because they make the workplace more interesting. c. Bad manners and incivility are rare in today's workplace. d. Etiquette is more about attitude than about formal rules of behavior.

d. Etiquette is more about attitude than about formal rules of behavior.

Which of the following statements about ending a meeting is most accurate? a. The meeting should not end until all agenda items have been fully discussed. b. If minutes are taken, they should be distributed at the next meeting. c. Because all participants should be responsible for paying attention during the meeting, a summary at the end of the meeting would be a waste of time. d. No one should leave the meeting without a full understanding of what was accomplished.

d. No one should leave the meeting without a full understanding of what was accomplished.

Which of the following statements about meeting agendas is most accurate? a. An agenda of meeting topics should be distributed at least ten days before the meeting. b. An agenda should include as many items as necessary to accomplish your purpose. c. An agenda should not include an allotment of time for each agenda item because doing so can make a meeting too regimented. d. The agenda should include any premeeting preparation expected of participants.

d. The agenda should include any premeeting preparation expected of participants.

Sarah has agreed to be a team leader in her organization and wants to make sure that the team is ethically responsible. What advice would you give her? a. Make sure that the team represents her organization's view. b. Respect the organization's privileged information. c. Avoid advocating actions that would endanger members of society at large. d. Sarah should do all of these as team leader.

d. sarah should do all of these as team leader

Sandra is leading a meeting and wants to make sure that they stick to the agenda and end on time. What should she do to move the meeting along? a. As the leader, she should say as much as possible during the meeting. b. Generate a list of important but divergent topics that should be discussed later. c. Not worry so much about time; the most important thing is to make sure that all agenda items are discussed fully. d. Kick anyone out who monopolizes the conversation.

d.Generate a list of important but divergent topics that should be discussed later.

A good agenda includes any premeeting preparation expected of participants.

t

A major problem with virtual meetings is that words and tones can be easily misinterpreted

t

Many companies are turning to teams to innovate, share knowledge, and solve problems.

t

Teams are most effective when individual members are able to compete with one another.

f

Unlike in face to face meetings, ground, riles are not needed in virtual meetings.

f

audioconferencing combines video, audio and communications networking technologies for real time interaction

f

soft skills aren't required in technical fields such as accounting and finance.

f

Eye contact has the same in meaning in all cultures.

F

Good listening skills are needed for employees at every level.

T

____________________ describes faulty decision-making processes by team members who are overly eager to agree with one another.

GROUPTHINKING

Which of the following statements about conflict is most accurate? a. Conflict is a normal part of every workplace and every team. b. Even when managed properly, conflict decreases group cohesiveness and increases tensions. c. Conflict should be avoided because it destroys morale and reduces productivity. d. Conflict is always negative.

A. CONFLICT IS A NORMAL PART OF EVERY WORKPLACE AND EVERY TEAM

The most effective groups and teams have members who are willing to a. establish rules and abide by those rules. b. do everything necessary to avoid conflict. c. use e-mail and other technology to communicate. d. let the group leader make all decisions.

A. ESTABLISH RULES AND ABIDE BY THOSE RULES

A committee has been formed to rewrite the company's mission statement. The committee members are just starting to get to know one another and are attempting to bond. What phase of team development are they experiencing? a. Forming b. Storming c. Norming d. Performing

A. FORMING

A meeting ____________________, which is distributed in advance of a meeting, lists date and place of the meeting, start time and end time, topics to be discussed, time allocated to each topic, and any premeeting preparation expected of participants.

AGENDA

One of the simplest collaboration tools is ____________________ (also called teleconferencing) in which one or more people in a work area use an enhanced speakerphone to confer with others by telephone.

AUDIOCONFERENCING

A team must decide whether to adopt a new procedure for submitting expense claims. Team members have decided to continue their discussion until all team members have aired their opinions and, ultimately, agree. What method for reaching group decisions is this team using? a. Majority b. Consensus c. Authority rule with discussion d. Averaging

B. CONSENSUS

Raymond has been appointed team leader of a group that will develop his company's five-year strategic plan. He wants to ensure that his team avoids groupthink. What should he do? a. Choose team members with similar backgrounds. b. Develop systematic procedures for the team to follow. c. Demand that his team make decisions quickly. d. Make sure his team knows what outcomes he favors.

B. DEVELOPE SYSTEMATIC PROCEDURES FOR THE TEAM TO FOLLOW

A task force charged with reducing overhead costs meets to define their roles and responsibilities and ways to reach the group's goals. Tension is fairly high among group members. The team is in the ____ phase of team development. a. forming b. storming c. norming d. performing

B. STORMING

During a meeting Matthew and Jennifer get into an argument about how to prepare a proposal. What is the first step they should take to try to resolve this conflict? a. Look for common ground. b. Understand the other's point of view. c. Listen carefully to make sure they understand the problem. d. Show concern for the relationship.

C. LISTEN CAREFULLY TO MAKE SURE THEY UNDERSTAND THE PROBLEM

Hannah has just been appointed to a committee and wants to be a positive member. Which of the following is the best advice you can give her? a. Ignore members who are being silent to show respect for them. b. Tell a lot of jokes throughout the meeting to ease tensions. c. Share her ideas with other team members, even if they might not be adopted. d. Hannah should do all of these.

C. SHARE HER IDEAS WITH OTHER TEAM MEMBERS EVEN IF THEY MIGHT NOT BE ADOPTED

Eric is part of a team developing a new product idea aimed at a specific target market. Because team members are located throughout the country, they don't meet in person. Instead, they use communication technology to collaborate on the project. Because members use technology to stay connected, Eric is part of a a. group. b. cross-functional team. c. virtual team. d. self-directed team.

C. VIRTUAL TEAM

Teams may reach a decision by ____________________, which requires that discussion continues until all members have aired their opinions and, ultimately, agree.

CONSENSUS

____________________ listening enables you to judge and evaluate what you are hearing.

CRITICAL

Organizations form teams because teams are able to respond faster, demonstrate increased productivity, and a. are used extensively in every culture. b. are proficient in using technology. c. experience less hostility among team members. d. make better decisions.

D. MAKE BETTER DECISIONS

Alexandra knows that her soft skills will be evaluated during her job interview. Which of the following skills should she practice to prepare for her interview? a. Shaking hands appropriately b. Exhibiting posture that shows confidence and professionalism c. Speaking clearly and giving concise answers to interview questions d. All of these choices

D. all of these choices

Which of the following is an example of a soft skill? a. Being able to work well as part of a team b. Knowing how to engage in appropriate small talk at a business social function c. Having good listening proficiency d. All of these choices

D. all of these choices

____________________ calendars such as Google Calendar and Yahoo Calendar make scheduling meetings faster and more efficient.

DIGITAL

____________________ is more about attitude than about formal rules of behavior and can give you a competitive edge in today's workplace.

ETIQUTTE

The ____________________ have been called the "windows to the soul" and are considered to be the most accurate predictor of a speaker's true feelings and attitudes.

EYES

Antonia arrives 15 minutes late for the accounting department's monthly meeting. The nonverbal message Antonia is sending is positive.

F

____________________ skills, such as the ability to use Microsoft Word or to prepare an income statement, refer to the technical skills in your field.

HARD

Use ____________________ time, the extra time you have between the speaker's ideas, to review what the speaker is saying.

LAG

____________________ skills include competencies such as listening proficiency, nonverbal behavior, and etiquette expertise.

SOFT

Dario makes sure his office is neat and organized before he goes home at the end of the day. This nonverbal action helps to reinforce and accentuate Dario's professionalism.

T

Eye contact, facial expressions, body movements, space, time, distance, and appearance are all examples of nonverbal communication.

T

If you are an entry-level employee, you will probably be most concerned with listening to superiors.

T

In the workplace it is important to respect coworkers' space by minimizing speakerphone use and avoiding the use of heavy perfumes or colognes.

T

In the workplace you are more likely to be taken seriously and more likely to be promoted if you look and sound professional.

T

Incivility in the workplace can lead to a drop in productivity and higher turnover.

T

Listening on the job is more challenging than listening in a college classroom.

T

Listening to customers usually results in increased sales and profitability, as well as improved customer retention.

T

Most of us listen at only 25 percent efficiency.

T

Employees can sound more professional in the workplace by avoiding ____________________, which is making declarative sentences sound like questions.

UPTALK

When your department head Ms. Kruse arranges chairs informally in a circle during a meeting, what kind of message is she sending? a. A nonverbal message that she is encouraging an open, egalitarian exchange of ideas b. A nonverbal message that she prefers to be separated from others c. A nonverbal and verbal message regarding her aloofness and preference for restricted communication d. A verbal message that she is wary of visitors and indifferent to communication

a. A nonverbal message that she is encouraging an open, egalitarian exchange of ideas

Which of the following is the best advice for sending professional e-mails on the job? a. Use complete sentences and proper punctuation. b. Use IM abbreviations to make your messages more concise. c. Check grammar and spelling only when sending external messages to save time and increase productivity. d. Use a lot of exclamation points to show your enthusiasm.

a. Use complete sentences and proper punctuation.

Jose is describing his new iPhone and uses his thumb and forefinger to demonstrate how thin it is. Jose's action functions to a. complement and illustrate. b. replace and substitute. c. control and regulate the situation. d. contradict.

a. complement and illustrate.

A team of top-level executives is rewriting the company's bylaws. Because this decision will have far-reaching and long-term effects, members want to have the most creative, high-quality discussion possible. What group decision-making method should they use? a. Majority b. Consensus c. Authority rule with discussion d. Averaging

b

Tracey is planning a meeting to develop a new procedure for handling employee grievances. How many participants should she invite? a. At least one representing each of the company's 16 departments b. Five or fewer c. Ten or fewer d. 30 or fewer

b. Five or fewe

Cameron is a customer service representative and has just gone through training to improve his listening skills. Which of the following skills was he most likely taught that will make him a better listener? a. Mentally criticize grammar, voice, tone, and speaking style to get a better sense of what the customer is like. b. If you already know what the answer is, you can tune out some of what the customer is saying. c. Remain silent for a few seconds after a customer finishes to be sure the thought is completed. d. Because listening is automatic, you can divide your attention among two or more tasks to be more productive.

c. Remain silent for a few seconds after a customer finishes to be sure the thought is completed.c. Remain silent for a few seconds after a customer finishes to be sure the thought is completed.

Oral and written communication skills, listening proficiency, nonverbal behavior, and etiquette expertise are all examples of hard skills.

f

Devon is responsible for planning a virtual meeting. What should he do before the meeting takes place to ensure that it is productive? a. Make sure the technology being used is accessible to all meeting participants. b. Set the meeting time using Coordinated Universal Time (UTC). c. Encourage members to log on 15 minutes early. d. Devon should do all of these.

d. Devon should do all of these.

As meeting leader, Orhan should wait until all participants arrive before starting the meeting.

f

The real expense of a meeting is the lost productivity of all the people attending.

t

Today's communication technologies allow employees to exchange ideas, brainstorm, build consensus, and develop personal relationships virtually.

t

You are chairing a meeting where two participants are in disagreement. The best method to resolve this conflict is to encourage each to make a complete case while group members give their full attention.

t