iCEV

Which of the following statements is likely to be used in the avoidance conflict management style?

"I don't want to talk about it."

WIIFM stands for _________________

"What is in it for me?"

In _______, the United States passed legislation prohibiting employers to discriminate against a person based on the grounds of race, religion, gender or ethnicity.

1964

What percentage of the communication meaning is delivered through paralanguage?

38 percent

What percentage of non-verbal cues contribute to the communication process?

75 percent

How many consumers would pay a higher price for good customer service?

9 out of 10

Which of the following styles of citations is used in the following citation? Brody, J.E. (2007, December 11). Mental reserves keep brain agile. The New York Times, p. A13

APA

The three citation styles are:

APA, MLA, Chicago

Which of the following was the first Internet network?

ARPANET

Which of the following is NOT a leadership style identified by Kurt Lewin?

Abdicratic

Which methods are used by presenters to create more interactive presentations?

Activities, group discussions, question and answer session

Daniel is giving a 15 minute presentation about technology in the classroom to a group of individuals. Before writing his speech, it is important to consider ______________________ for his audience.

Age, number of people, education level and experience level with topic

When identifying the audience, which of the following are the four things we must know?

Age, number of people, education level and experience, occasion

Which of the following are three characteristics you need to know about your audience?

Age, number of people, occasion

Which type of listening should be used when listening to a poem?

Appreciative

Which of the following is NOT a question to ask when using context to determine the meaning of an unfamiliar word?

Are there any drawings in the text which provide illustrations for the word?

Which is true of great leaders?

Are willing to own up to their own mistakes Creating and expanding goals Focusing on people

Which of the following is an example of race?

Asian, black, white

Amber would like to involve the audience while she gives a speech. She can _____________ to achieve this.

Ask questions, Use hand gestures, Use eye contact, Incorporate activities

Asking "Could you give me an example of what you mean?" is an example of which of the following active listening skills?

Asking clarifying questions

The purpose of groups is to:

Break large tasks into smaller parts Allow different ideas to be discussed Expand group members' perspectives

A connection _________________

Builds a relationship with the audience

CCP is an acronym for _________, ___________ and ________

Clear, concise, powerful

What is telecommunications?

Communication of voice, data and other signals across a distance

Which of the following conflicts can be categorized as a group conflict?

Conflict between a company's sales and marketing departments

Which of the following are the three keys to successful teamwork?

Cooperation, compromise and collaboration

Which of the following scenarios is an example of plagiarism?

Copying words from a website and not citing the source because websites are public domain

David, the manager of a bookstore, prefers to directly point out other's mistakes. Some employees see his communication style as rude and aggressive. Which of the following can cause such a conflict?

Differences in work styles

_________ memos state policies or procedures the writer wishes the reader to follow.

Directive

Which of the following is shared by people of the same race?

Distinctive physical characteristics

Business or commercial transactions occurring over the Internet is ___________.

E-Commerce

Which of the following is true of teamwork in the workplace?

Encourages support and recognition in team members, Requires team roles to be clearly recognized, Gives leaders a collaborative insight to new opportunities

Which of the following is an example of effective oral communication?

Ensuring the tone used is open and non-confrontational

Which of the following terms is defined as "viewing one's own culture as superior to others?"

Ethnocentricity

Which of the following is NOT one of the parts of a business letter?

Executive summary

Which of the following is NOT an element of successful verbal communication?

Focusing on developing an end product

Which of the following is NOT a way to learn vocabulary terms?

Googling

Which of the following is a successful tactic to use when managing a team?

Having a plan, Managing risks, communicating

Analyzing group effectiveness allows the leader to:

Identify strengths Measure productivity levels Compare the results to the vision

Which of the following is an acceptable Bonafide Occupational Qualification Question (BOQQ)?

If hired, can you show proof of age?

Which of the following is a benefit of teleconferencing

Increases efficiency Decreases travel costs Increases interaction between sites

Which of the following is a shortcoming of e-mails?

Information overload, Computer viruses, Ineffectiveness to communicate emotion

____________ allows users to see who is online and easily allows two people to communicate immediately.

Instant messaging

Communication between a business and its employees is called which of the following?

Internal communication

The basic format of a presentation contains a(n) ___________.

Introduction, connection, preview, body, review and conclusion

The basic format of a speech contains ______________________.

Introduction, connection, preview, body, review and conclusion

Extemporaneous speeches should be arranged in which of the following orders?

Introduction, connection, preview, body, review, conclusion

Customer service is the __________ a business takes to satisfy customers.

Involvement and enhancements

Which of the following is a true statement describing concept mapping?

It illustrates visual relationships between terms

What does the phrase "cc: John Smith" indicate when included at the end of a letter?

John Smith is an additional recipient of the letter

Blake recently started a new job. His boss, Hailey, tells him the tasks which need to be done but gives him no instructions on how to do them. Blake has to get these jobs done before he can go home and must figure out how to do them on his own. Which style of leadership is Hailey practicing?

Laissez Faire

The body of a presentation should contain which of the following:

Main point, support and application

The body of a speech is made up of ________________

Main points, supports, and applications

Who demonstrated a charismatic, transformational leadership?

Martin Luther King Jr.

When using a microphone you should never ________________

Move the microphone from hand to hand

MIME is the acronym for which of the following?

Multipurpose Internet Mail Extensions

Which of the following is a set of social rules which facilitate Internet interaction?

Netiquette

John is sending out a customer satisfaction survey to his company's past customers. This is an example of which of the following?

Normative survey research

Which of the following describes an indirect object?

Noun which receives an action

The use of someone else's ideas without giving them credit is called ______________.

Plagiarism

Which of the following is an important part of evaluating or assessing presentation performance?

Pointing out mistakes to correct them for next time

Blake wants to add depth to his presentation about social networking. In order to achieve this he can use _____________.

PowerPoints® and videos

Which of the following is a sign of good customer service?

Properly greeting customers upon the first contact

Which of the following is the study of an individual's perception and use of space?

Proxemics

Which of the following are characteristics of a review section?

Recap all of the main points Reinforce valuable data Brief Clear

According to Dr. Sandra Collins, what are the three major types of factors which cause conflicts?

Relationship factors, personal factors, situational factors

_________ memos are sent in response to a question or information request.

Response

Which of the following is the opening greeting of a letter or memo?

Salutation

Which of the following is NOT one of the purposes of groups?

Shift workload to other people in the group

Which of the following is NOT a resource to use when you do not understand the main idea of a reading assignment?

Spark Notes

Which of the following is NOT a true statement?

Standardized tests only test low-frequency, difficult words

What are the four layers of Geert Hofstede's "cultural onion?"

Symbol, hero, ritual, value

Which of the following is an inappropriate way to communicate with customers?

Telling customers what they want and need

Which of the following describes circumlocution?

To describe a single word by using multiple words which convey the same idea

Why is it important to take notes during lectures or discussions?

To have the opportunity to review the material later

The acronym TIPP stands for which of the following?

Tone, Inflection, Pitch, Pause

What is the first step in the customer service cycle?

Training and empowerment of employees

Which of the following is NOT suggested for promoting customer loyalty?

Use a variety of media for marketing efforts

Julie, the manager of a restaurant, was frustrated because one of the waiters was absent twice without any notification. However, instead of saying, "You are unreliable," Julie asked, "Could you give me a little advanced notice when you won't be able to work?" Which of the following positive language skills describes Julie's communication style?

Using a specific behavioral statement

Which of the following is NOT a strategy for learning unfamiliar words according to the presentation?

Using standardized tests

In which position should a microphone be held?

Vertically at your chin

A blog is an example of which of the following?

Web 2.0 tool

When is audio conferencing most successful?

When participants are notified ahead of time

Extemporaneous public speaking is speaking ______________

With less than 30 minutes to prepare

Which of the following is NOT a way to ensure you are taking effective notes?

Writing notes after the event to ensure you pay attention during the lecture

Which of the following scenarios would be considered extemporaneous speaking?

You are a replacement for a speaker at an event and only have 20 minutes to prepare

Which of the following are the two types of listening?

active and passive

James recently learned he was not promoted because the company wanted a younger person to lead the group. This is an example of ________ discrimination.

age

Believing all elderly have difficulties learning new skills is an example of which of the following terms?

ageism

Tyler and Kimberly are talking about which gift they should buy their parents for their anniversary. Tyler is not willing to compromise on his gift idea. This is an example of which of the following communication styles?

aggressive

Which of the following third parties is given authority and hears all sides of a case, discusses it with each party, and makes a final judgment based on the information gathered?

arbitrator

Charlie was just put in charge of the accounting department. Charlie's plan to manage his employees is to rely heavily on using policies, procedures and regulations as well as make all of the decisions with little input from his employees. Which of the following types of leadership will Charlie be using?

authoritarian

Which group of children did Lewin find to be least creative?

authoritarian

When a team member rejects the ideas of others, they are displaying which team role?

blocker

Dan is looking for a fiction book in the library. The librarian suggests a book and writes down a number to help him find the book. The number the librarian wrote down is the ___________ number.

call

Chris and Susan are discussing their plans for the football game tomorrow night over the telephone. Which of the following would the telephone be considered in the scenario?

channel

After Meghan has completed her research, she composes her paper discussing the most influential leaders. In her paper, she uses a quote from Franklin D. Roosevelt found in one of her books. ____________ her sources is the most important step of the research process.

citing

Amber has to give a presentation to her class tomorrow. Since she will be using verbal communication to explain her project, it is important for her speech to be all the following except:

coherent

Travis, Brandon's brother, is leaving for college this weekend. Which punctuation mark is used to set off the nonessential clause in this sentence?

comma

Which of the following is the interchange of thoughts, opinions or information by speech, writing or signs?

communication

Susan and Lee were in a conflict. Susan claimed she would give up part of her interests if Lee gave up part of his. This is an example of what type of conflict management style?

compromising

In the word "inconceivable," which of the following is the root word?

concieve

Which personality trait was discussed as being perhaps the most important trait for a leader?

confidence

Which of the following is an example of verbal communication?

conversation

Meghan is writing a paper about the most influential leaders of our time. While researching this topic, she finds several biographies in the library about leaders she is interested in discussing. The biographies she found are an example of a ___________ source.

credible

Which of the following terms is defined as "socially constructed and historically transmitted patterns of symbols, meanings, premises and rules?"

culture

Sarah is creating a project on smartphone use. She wants to apply studies on the effects of computer use to hypothesize about the effects of smartphone use. What method will she be using?

deductive

Sent in order to state policies or procedures the writer wishes the reader to follow

directive

Individuals who are action-oriented and more concerned with results than people are considered which personality type?

driver

Sasha received a paper from her instructor with marks to correct grammar, spelling and punctuation. Which of the following describes the marks her instructor used to correct Sasha's paper?

editors marks

Which of the following allows individuals to use their understanding of others to choose how to think and act?

emotional intelligence

Which of the following personal characteristics can be categorized as a primary dimension?

ethnicity

___________ information allows for any last minute adjustments to the main concepts or ideas.

evaluating

Which of the following would be used after an interjection or command?

exclamation mark

________ language includes words such as, "I," "You" and "Me."

exclusive

A person outside the door is speaking loudly and is keeping you from hearing the instructor. This is an example of what type of noise?

external noises

Which of the following third parties should be involved when the conflicting parties believe they can reach a solution, but need a third party to manage the process?

facilitator

An intranet cannot contain a message board for employees.

false

Business letters and memos should be written using the same tone.

false

Employees deserve less respect than customers.

false

When dealing with complaints you should be loud, direct and rude.

false

_________ listening can also be called pseudo listening.

false

Ann needs to send a hard copy of a document to another office within her company, and it needs to be there today. Which method of telecommunication should she use?

fax machine

Stephen and Joe are eating lunch together in the cafeteria. Joe asked Stephen how he did on his algebra test. Stephen answering Joe's question is an example of which of the following?

feedback

Sent to report on inspection and procedures

field report

_________ memos are used to report on inspection and procedures.

filed report

Lauren was asked to give a motivational speech at an awards banquet on Friday night. During the afternoon she gave a presentation to her speech class about fire safety. Lauren's speech at the banquet will be a __________ presentation while her presentation to her classmates was a(n) _____________ presentation.

formal and informal

Which of the following terms describes "a set of behavioral norms associated with biologically being a male or female in a given society or culture?"

gender roles

The communication model contains all of the following except _____________.

headlines

Which of the following is a quality of collaboration?

honestly, Respect, Openness

Memos are commonly used to _________ or _________.

inform ; persuade

Give specific information about products, procedures, rules and regulations

informative

Which of the following presentation types would be best for presenting information about a new computer program which is going to be used in your office?

informative

Which of the following models of communication can be applied to the communication process which takes place between humans and machines?

interactive model

Employees are known as __________ customers.

internal

All of the following are fields of external communication except:

interviews

All of the following are parts of a report except:

introduction

Sarah has written a paper and organized the information where the most important is included first, followed by supporting and less important information. Which of the following organizational styles did Sarah use?

inverted pyramid

Which of the following describes the strategy of stating the most important information first, followed by the supporting information?

inverted pyramid

Which of the following is considered the action of leading a group of people?

leadership

According to the presentation, which of the following is considered a limitation of a tablet?

low battery life

Which of the following refers to the channels through which the information moves from the sender to the receiver?

medium

In professional communication a ________ is best for a short message.

memo

Which of the following is the meaning or subject of information being communicated?

message

Get the audience to act or change their behavior or belief

motivational

The type of speech used to encourage the audience to take action is _____________.

motivational

Letterhead allows a letter to be more professional because it designates the letter is a(n) __________ document.

official

Mike and Kristi are creating a website for a local politician. Which color should they use to evoke the feeling of determination?

orange

Which of the following involves recognizing patterns, clusters or trends of the given information?

organization

Which of the following is a presentation of the information through a layout or summary of a writing project?

outline

The statement, "I wish I had more money so I could go to the movies.", is an example of which of the following styles of communication?

passive

___________ allows the speaker to either take a breath or allows time for the audience to take in what was just said.

pausing

A _________ presentation should be used to sell a product.

persuasive

A presentation with the purpose of convincing the audience to think or feel a certain way is _____________.

persuasive

Convince an audience to accept a proposal

persuasive

Magazines, journals, newsletters and newspapers are all examples of __________.

pierdoicals

__________ are a series of media files which are released as episodes and can be downloaded digitally.

podcasts

Which of the following is defined as "the ability to perform an action or the possession of control or influence over others?"

power

Providing the audience with a sneak peak of the presentation is also known as a(n) _________.

preview

Marcus has a long list of things which need to be done today. He writes a memo to give the list to his employees. Instead of listing the tasks randomly, he rearranges the list to begin with the most important to the least important task. This is an example of which of the following?

priority sequence

The technique used to influence attitudes toward a product, idea or issue is known as which of the following?

propaganda

Hannah is giving a presentation to the class about the importance of eating healthy. The rest of the class are sitting at their desks while she is presenting her topic. Hannah's distance in relation to her classmates is known as which of the following?

proxiomity

Which term is not part of the four Ps of marketing?

publication

Which of the following is punctuation used to offset quoted material?

quotation marks

Which of the following do cellular phones use to exchange voice and data?

radio frequencies

The __________ process is used to explore and find new or more information about a certain topic.

research

Sent in order to reply to a question or information requested

response

___________ journals are written for a specific audience and filled with technical jargon on a particular topic.

scholarly

All of the following are skills of public relations except:

selling

Which of the following is NOT an example of kinetics?

smiling

A works cited page, or bibliography, lists the __________ used while gathering information about the topic.

sources

Irrelevant or inappropriate messages may be referred to as which of the following?

spam

Stating all women are emotionally supportive is an example of which of the following terms?

stereotyping

What is the term used for justifying, proving or enhancing the points which are being made?

support

Which of the following terms describes the natural abilities individuals are born with?

talents

Which of the following is NOT a part of the listening process?

talking

Which of the following group types is established by the organization to accomplish a specific project?

task group

The first example of digital communication was the ___________.

telegraph

Which of the following is NOT a form of nonverbal communication?

texting

_____________ is a useful tool in determining which colors to use in a production.

the color wheel

Proper telephone etiquette requires you answer the phone within how many rings?

three

_____________ sets the mood of the speech from the very beginning.

tone

Which of the following models of communication best describes simultaneous interpersonal communication?

transactional model

Which of the following involves selecting the appropriate channel of communication for the message delivery?

transmitting

Sent from a worker to a supervisor after returning from a business trip

trip

________ memos are usually sent from a worker to a supervisor after returning from a business trip.

trip report

Customer expectations evolve over time.

true

If a customer's request is unreasonable, it is all right to say no.

true

Most letter formats require single spacing.

true

Telecommunications etiquette requires you to get permission before sending a fax of more than 10 pages.

true

The delivery process should take how many days?

two or three business days

Which of the following is described as the most important way to solidify understanding of a concept according to the presentation

usage

When participants of a meeting are in two different locations a(n) _______ can be used.

webinar

One of the benefits of telecommuting is the ability to balance ____ and ____.

work and family

Which of the following represents the inscription of information?

written communication