Chapter 2 - "Interpersonal Communication and Emotional Intelligence"

Which of the following are examples of judger statements? Multiple select question. -"I disagree that we need to go that far, but maybe we can reach a compromise." -"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." -"That is what I think we should do, but I would like to hear your ideas."

-"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."

Incivility in the workplace reduces which of the following? (Choose every correct answer.) Multiple select question. -The amount of conflict within the organization -Employee loyalty to the company -Employee job satisfaction -The effectiveness of a company's leaders

-Employee loyalty to the company -Employee job satisfaction -The effectiveness of a company's leaders

Which of the following are among the eight guiding principles that Forni has recommended for improving civility? Multiple select question. -Get to know people around you. -Listen to the voice of empathy. -Disagree graciously and refrain from arguing. -Do unto others before they do unto you.

-Get to know people around you. -Listen to the voice of empathy. -Disagree graciously and refrain from arguing.

Which of the following questions demonstrate a learner mind-set? (Choose every correct answer.) -How is this program beneficial? -How well does this new approach meet our goals? -Can't you think of a better solution? -Why can't you get this right?

-How is this program beneficial? -How well does this new approach meet our goals?

Which statement best describes perspective-getting? -It involves correctly understanding other people's views. -It is focused on guiding people to your way of thinking. -It involves using cross-examination questions to find contradictions. -It is also known as the confirmation bias.

-It involves correctly understanding other people's views.

Which statements about gossip are true? (Choose all that apply.) -It is damaging in part because it erodes trust. -It leads to greater collegiality and cooperation. -It occurs when basic courtesies are ignored. -It is one of the most common types of incivility.

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

After people experience intense anger, which statements are true? (Choose every correct answer.) -They should vent the emotion rather than attempting to suppress it, no matter where they are. -They continue to feel a lingering reaction for hours or days afterward. -They are more vulnerable to being provoked into anger again during the aftermath of the event. -They can help ward off further incidents by practicing self-awareness.

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

Select all that apply Which of the following statements are true of poor questions? (Choose every correct answer.) -They reflect a learner mind-set. -They often reflect a judgmental mind-set. -They can lead to less listening. -They encourage active listening.

-They often reflect a judgmental mind-set. -They can lead to less listening.

Which of the following is a trait of the best business managers? -They understand that it is important to make time for listening. -They choose to hear instead of just listening. -They know that in order to maintain their authority, they must speak more than listen. -They understand the value of avoiding all uncomfortable information.

-They understand that it is important to make time for listening.

Which of the following are examples of the type of question that a highly self-aware communicator might ask? Multiple select question. -With which type of audience do I feel the most impatience? -How can I best express my frustrations to an audience that makes me feel impatient? -What strategy can I follow to stay focused when I begin to feel impatient in a presentation? -Where can I cut short my presentation when I begin to feel impatience toward the audience?

-With which type of audience do I feel the most impatience? -What strategy can I follow to stay focused when I begin to feel impatient in a presentation?

Which of the following are common barriers to effective listening? (Choose every correct answer.) -a lack of patience -a short attention span -a flat business organization -a lack of self-awareness

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

Which of the following are principles for managing business relationships effectively? (Choose every correct answer.) -adapting communication to others' preferred styles -developing a controversial leadership role -ensuring civility in the workplace -encouraging self-touching gestures

-adapting communication to others' preferred styles -ensuring civility in the workplace

People who are high in self-awareness are better able to manage upsetting situations because they -are able to assertively fight back and dominate situations. -can identify the triggers that cause strong emotions. -avoid self-reflection when feeling strong emotions. -are insensitive to emotions of any kind.

-can identify the triggers that cause strong emotions.

Select all that apply Which of the following are skills of active listening, as described by Michael Hoppe? -hijacking -clarifying -sharing -holding judgment -paying attention -initiating

-clarifying -sharing -holding judgment -paying attention

Select all that apply Which of the following are poor types of questions? (Choose every correct answer.) Multiple select question. -cross-examination questions -leading questions -statements disguised as questions -solution-oriented questions

-cross-examination questions -leading questions -statements disguised as questions

Which of the following are acts of incivility in the workplace? frequently interrupting others gossiping and talking behind a person's back ridiculing a person's political or religious beliefs reprimanding an employee privately

-frequently interrupting others -gossiping and talking behind a person's back -ridiculing a person's political or religious beliefs

Which of the following are skills of active listening, as described by Michael Hoppe? -holding judgment -clarifying -paying attention -sharing -initiating -hijacking

-holding judgment -clarifying -paying attention -sharing

Which of the following are examples of incivility? (Choose all that apply.) Multiple select question. -ignoring others -refusing to commit to further responsibilities -failing to act with basic courtesy -intruding on the privacy of others -failing to acknowledge the efforts of others

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

It is important to behave with civility in the workplace because it -indicates concern for others. -helps makes the other persons in an argument look bad. -sometimes calms a volatile situation. -demonstrates good character.

-indicates concern for others. -sometimes calms a volatile situation. -demonstrates good character.

Which of the following are barriers to effective listening that managers often face? (Choose every correct answer.) lack of time flat business organization internal noise rich visual cues

-lack of time -internal noise

People who are self-aware -think about themselves constantly and tend to be oblivious to others. -pay close attention to their internal states. -understand their own emotions as they occur. -know what makes them feel various emotions.

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

Marcie works at a large law firm and is an introvert. In which of the following situations would Marcie feel most comfortable? -preparing documents to submit to the court -attending a national legal conference -dancing at the firm's annual Christmas party -presenting at the weekly company-wide meeting

-preparing documents to submit to the court

When takers try to manipulate givers, givers should be ______ about their tendency to be emotionally concerned for others. -motivated -precise -empathetic -self-aware

-self-aware

Perspective-getting is sometimes challenging because people Multiple select question. -sometimes choose to hide their views. -maintain the same views throughout their lives. -may hold self-contradictory views. -prefer to be asked leading questions.

-sometimes choose to hide their views. -may hold self-contradictory views.

Select all that apply Givers should address which potential barriers to their performance resulting from empathy? (Choose every correct answer.) Multiple select question. -indifference -abruptness -timidity -emotional concern for others -availability

-timidity -emotional concern for others -availability

Which of the following are elements of emotional intelligence? (Choose every correct answer.) -understanding emotions -developing empathy -managing emotions -learning to set logic aside temporarily

-understanding emotions -developing empathy -managing emotions

How does Michael Hoppe define active listening? -It is "a person's physical responses to the sound of a speaker's words." -It is "how well a person is able to suspend judgment of another's words." -It is "a person's ability to anticipate how a speaker thinks and feels." -It is "a person's willingness and ability to hear and understand."

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

Which of the following is true of listening? -It is an unconscious, automatic process. -It is the same thing as hearing. -It requires more effort than simply hearing. -It is an easy, passive process.

It requires more effort than simply hearing.

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 on a weekly basis. True False

True

True or false: An aspect of empathy toward colleagues is wanting to help them grow in their career objectives. True False

True

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

True

A person with good self-management skills does which of the following? (Choose every correct answer.) Multiple select question. -Uses both positive and negative emotions to meet goals -Exercises discipline to achieve long-term goals -Frequently indulges in short-term impulses -Is aware of emotion as it is occurring and control it

Uses both positive and negative emotions to meet goals Exercises discipline to achieve long-term goals Is aware of emotion as it is occurring and control it

Which of the following are elements of emotional intelligence? (Choose every correct answer.) Multiple select question. -learning to set logic aside temporarily -developing empathy -managing emotions -understanding emotions

developing empathy managing emotions understanding emotions

People with judger mind-sets often -stay open to the possibility of finding a mutually beneficial solution. -approach listening to the ideas of others with an open mind. -have their minds made up before listening to the opinions of others. -consider a difference of opinion to be normal and healthy.

have their minds made up before listening to the opinions of others.

When two people send and receive verbal and nonverbal messages, it is called -mutual telepathy. -interpersonal communication. -humanized verbal processing. -transpersonal messaging.

interpersonal communication.

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. -receiver -judger -listener -learner

learner

Select all that apply Interpersonal communication includes which of the following? (Choose every correct answer.) -negotiating the meaning of messages -listening to a recording of ocean waves -messages sent between two or more people -exchanging mutual messages

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

In order to make sure that you are really reflecting on and understanding what others are saying, you should -use "me too" phrases. -paraphrase what you are hearing. -ask rapport-building questions. -adopt a judging stance.

paraphrase what you are hearing.

Which of the following is the first step in active listening? -using clarifying statements -critiquing statements -asking rapport-building questions -paying attention

paying attention

Active nonverbal communication is an essential part of -paying attention. -focusing on either/or approaches. -blocking internal noise. -hearing another person's words.

paying attention.

Active listening involves ______ the ideas and emotions of others. -assuming -overcoming -reflecting on -dismissing

reflecting on

Being able to interpret and perceive the meaning of nonverbal communication through careful observation and examination is known as -sight-reading. -building rapport. -a barrier to effective listening. -cross-examination.

sight-reading.

The tendency to seek support for and validation of our views is referred to as -a counter narrative. -relationship management. -the confirmation bias. -gossip.

the confirmation bias.

The tendency to seek support for and validation of our views is referred to as -gossip. -a counter narrative. -relationship management. -the confirmation bias.

the confirmation bias.

In interpersonal communication, the term meaning refers to -all possible interpretations of a speaker's words, which varies depending on who is listening. -the process of converting a thought into words or body language. -the ideas and feelings that a person intends to communicate to another person. -what a specific listener believes a speaker said, regardless of the speaker's intention.

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

Part of paying attention means trying to -give as much advice as you possibly can. -question the sender's ideas during the communication. -understand everything said from the perspective of the speaker. -follow up on action items after the conversation.

understand everything said from the perspective of the speaker.

When basic worth and dignity are not acknowledged, people tend to feel Multiple select question. -motivated to work harder and prove their worth. -undervalued. -less enthusiastic about cooperating with co-workers. -unwelcome.

undervalued. less enthusiastic about cooperating with co-workers. unwelcome.