Interpersonal Communication Skills Ch 3

When you give the speaker your undivided attention, you

actually give the speaker's comments your undivided attention.

Allowing a few moments of silence in a conversation

allows the speaker time to elaborate.

Leaders seeking to hold a successful business meeting should

avoid inviting people who cannot contribute to the meeting.

____ are a meeting format that costs little and is easy to set up, but they may lead to distractions when people multitask or forget to use the mute button.

conference calls

Conference calls

connect multiple people in different locations.

Which of the following channels is the richest for communicating delicate or controversial messages?

face-to-face

Because they do not include nonverbal clues to meaning, the office phone and text messaging free employees from worries about business etiquette.

false

Hearing consists of interpreting and assigning meanings to the sounds that are heard.

false

Most people instinctively know how to use touch as a form of business communication.

false

If your supervisors pat you on the back from time to time, they are entering your ____ zone.

intimate

An unscheduled videoconference may be considered

intrusive

A company that handles online chat poorly may be doing more harm than good.

true

During a telephone call, you should use your voice to project a friendly, competent image.

true

In some cultures, maintaining eye contact is not important and may even be considered impolite.

true

Often, reflecting is better than paraphrasing because you are telling the person that you hear, understand, and care about the underlying message.​

true

One benefit of having an intranet for employee feedback is that it helps to keep such feedback internal, rather than publicly available.

true

One of the major causes of poor listening is lack of training in the process.

true

Poor listening is due, in part, to the difference between the speed at which the sender speaks and the speed at which the receiver's brain processes data.

true

Proper logistics, including appropriate timing, location, and room setup, can enhance the productivity of a meeting.

true

The first step in planning a meeting is to determine the specific purpose and assess whether face-to-face contact is even necessary.

true

Using your eyes is a particularly effective way to express meaning without words.

true

When planning a meeting, invite only those who have a specific reason to attend.

true

When you are striving to improve your listening skills, you can more easily eliminate physical distractions than mental distractions.

true

With an agenda, you can better prepare for a meeting by gathering background information and remaining focused on what is to be covered.

true

​Yammer is an intranet site that is similar to Facebook's interface and functionality.

true

When planning the logistics of a formal meeting, you should consider

use a U-shaped setup so all participants can see each other.

You can convey a positive, professional image on the phone by

using your natural voice, but making sure you don't sound bored.

Which of the following is not good advice about deciding who should attend a meeting?

Try to represent the differences in status, knowledge, communication skills, and personal relationships.

Which of the following is not true of touch?

You can't touch too much in a business setting.

Which of the following is not a typical factor to consider when choosing a meeting format?

Your need to avoid seeing a colleague face-to-face.

When you prepare minutes of a meeting, you should

accurately summarize the discussions and decisions made

Individuals from London or the United States are likely to touch people they are talking with more frequently than individuals from Paris or Puerto Rico do.

false

Principles for using an office phone do not apply to work-related calls you receive on your personal smartphone.

false

Studies done by Kelly Services shows that most employees prefer to have virtual or online meetings rather than those conducted face-to-face.

false

When you have to leave a voice-mail message, you should

give your name, phone number, and the reason for your call.

Which of the following is probably the least developed of the four communication skills?

listening

Listening contributes to employee engagement, creating a culture where employees feel passionate about their company and are enthusiastic about their jobs.​

true

The minutes of a meeting should emphasize what was accomplished, not what participants said.

true

The more specific your meeting purpose is, the better your results will be.​

true

For an important meeting, the next best alternative format to face-to-face, is a(n)

videoconference

Which of the following is not a true statement about hearing?

Hearing involves much more than listening.

Which of the following is not an example of good telephone technique?

If a caller asks a question you can't answer, end the call politely.

____ allow companies to engage employees online.

Intranet

Which of the following statements about employees is not true?

They typically will not give company feedback on intranet sites.

Which of the following is an important drawback of face-to-face meetings?

They are expensive if many people must travel to a meeting location.

When you are involved in listening to a speaker, you

think about how the information relates to your goals.

Answer the phone quickly to demonstrate that you care about your caller.

true

Which of the following is not good advice for using your smartphone for work?

During meetings, set your phone to vibrate and move to a corner of the room.

Which of the following is not a true statement about using social media to build business relationships?

Effective companies may use technology to identify difficult customers to shame into better behavior.

Which of the following does not accurately describe body movement?

Gestures are very similar in meaning across cultures.

Why should you prepare an agenda even for informal meetings?

It will help focus the attention of all participants.

Which of the following is not one of the purposes for calling a meeting?

Meetings encourage follow-up later.

Which statement does not accurately describe voice qualities?

Nervous people usually talk slowly.

The meaning you attach to time depends on your

status, culture, and specific situation.

Which of the following is not a key to better listening?

taking detailed notes

The ability to conduct a business meeting is a critical management skill because

the most important business dealings happen in face-to-face meetings

The main reason to make your telephone voice sound pleasant is that

the other person has no visual cues to supplement your voice.