Exam 1: Chapter 1, 2, 3, 4, 5

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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

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