MGT 200 Exam 1
Which section of the résumé do some people exclude because they feel it is a waste of space?
Objective
Which type of résumé uses a skill-based organization method?
Functional
Which factor would be considered an environmental influence?
Temperature
What kinds of behavior are included in the term nonverbal communication?
Your "walk, stance, posture, and footsteps are a form of nonverbal communication. What you wear and how you look, move, and gesture, as well as the facial and eyeexpressions you make all count as nonverbal communication"
keYs
Your communication interaction occurs monitor one's own verbal as well as NV cues as well as those of the audience with each interaction
Ineffective communicators view communication
as simply talking
Which is the first step in the KEYS strategy?
ask yourself to inventory the types of nonverbal cues you display to others
Which style of listener prefers intellectual challenge and complex information?
content-oriented listeners
Which mode of listening allows for frequent and fluid shifts between the role of speaker and listener?
conversational
Which of the following best describes an ethical dilemma?
having to choose between two or more options that don't present a clear right or wrong choice
Peer Evaluation
how will my colleagues respond to me?
Chelsea prefers presentations that require a lot of interaction with the audience so that they can freely correspond with the speaker. Chelsea would be considered a(n) ______ listener.
people-oriented
A retail company has made a major shift in their approach to their customer review process. Six months later, they have found that a majority of their employees have received more favorable customer reviews. They have decided to continue using this new approach. In which step of the KEYS strategy is the company?
step back and reflect
Which scenario illustrates someone engaged in the evaluating step of the HURIER model?
Amir is having trouble reconciling differences between his personal views and the speaker's. Amir is in the evaluating step of the HURIER model. This is evidenced by the fact that he is wrestling with and assessing potential bias he is experiencing toward the speaker.
Which is an example of using nonverbal communication to regulate verbal behavior?
Anna sits up a little straighter and makes eye contact with the speaker to signal she has something to say. Nonverbal communication can regulate verbal behavior by signaling to the other person that you would like to speak, you are listening, you are confused by something, and so on. For more information, revisit the section "Nonverbal Communication."
What are the purposes of nonverbal communication? Why is nonverbal communication important?
Argyle (1988) suggested that nonverbal behavior serves four purposes. The first function is to express emotion. The second function of nonverbal communication is to convey interpersonal attitudes. The third function is to present one's personality, such as character, disposition, or temperament. the fourth purpose of nonverbal communication is to accompany verbal communication.
Sasha waves Ariana over to her workstation. When Ariana arrives, Sasha turns her computer monitor toward Ariana and says, "I am finished revising the slides for the sales meeting this afternoon." "They look great!" Ariana remarks giving a thumbs up. What aspect of this exchange represents feedback?
Ariana saying, "They look great!"
Which example best illustrates how a sender uses fields of experiences to tailor their message and make communication more effective for the receiver?
Danielle knows that when people question after a meeting, her boss likes to linger and go on tangents in the conversation. Before asking her question, she says, "I have a question, but there is a phone call I need to make in the next 5 min." Danielle is using her perceptions and background information about her boss to make her interaction clearer and more concise.
Rosita has lived in the city her entire life. She is feeling anxious about presenting her marketing plan to her clients who own a tractor company. What is the most likely cause for her anxiety?
Dissimilarity
Kissa is deciding whether she should include relevant course work on her résumé. Which résumé section is Kissa currently developing?
Education
____ is the discussion, determination, and deliberation processes that attempt to decide what is considered appropriate in our individual, communal, and professional lives.
Ethics
kEys
Evaluate the professional contextaddress needs of audience proactively, understand constraints of professionalism, develop skills
Effective listeners focus exclusively on the verbal messages.
False
Internships are an outdated concept and are no longer recommended.
False
Interviewers expect to see new college graduates in designer label suits.
False
It is important that you arrive for your interview at the exact scheduled time.
False
Items such as expenses, equipment, and vacation time are not negotiable after an interview.
False
Job shadowing typically comes after having an internship.
False
Listening is one's physical ability to process and receive sounds.
False
Men are more likely to use rapport talk in their communication.
False
Antonio has been with his company for 5 years and has had the opportunity to socialize with many of the executives at various company events. However, he is feeling nervous about his upcoming presentation to the board that officially pitches his team's product designs. What is a likely cause for his apprehension?
Formality
Steve has almost 10 years of experience in a variety of positions working in retail. However, he is thinking that he will search for a job in the field of technology. Which résumé format would work best to highlight skills that could transfer into this new field?
Functional
If you were to study nonverbal behaviors like handshakes and high fives, you would be researching ______.
Haptics Haptics refers to the study of behaviors involving the sense of touch.
Which scenario illustrates someone who is using the "step back and reflect" strategy in the KEYS process?
Hasan reviews his notes and decides to minimize his use of questions in the next presentation.
Lazar works in a for-profit company that assists others with their job searches. Lazar would be considered a ______.
Headhunter
Which statement about hearing is true?
Hearing is something that gets tested at the doctor's office.
Keys
Know yourselfability to assess one's skills and develop strategies to utilize strengths and develop weaknesses
Which scenario exemplifies the use of third-party questioning to help understand organizational culture?
Ryan asks his supervisor how to send a time-off request.
Examining your skill set, motivation, and desired salary range are a part of ______.
Self-exploration
When communicating with another person at work, you believe that person to be a manager based on their clothing, posture, and tone when speaking. This is an example of which dimension of nonverbal communication?
Status
keyS
Step back and reflect examine effectiveness of these cues, as well as the success of various communication interactions
A good listener periodically reviews and summarizes information points made by the speaker.
True
According to theories of language evolution, nonverbal behaviors precede verbal behaviors.
True
An organization's values can include statements about what employees should not do.
True
Researching potential employers means identifying organizations that you think would be a good fit for you.
True
Scholars refer to the experiences that shape out attitudes, perceptions, and communication choices as socialization.
True
When following up with an employer after an interview, it is important to limit your interactions to avoid coming off as stalker-like.
True
Which is a behavior associated exclusively with listening?
attending to nonverbal cues such as hand gestures Attending to nonverbal cues such as hand gestures is exclusively part of listening
Which type of question explores how you have handled different situations in the past?
behavioral questions
Graduation is an example of a(n) ______.
cultural ritual
Researchers refer to the practices, behaviors, and traditions common to people in an organization as ______.
cultural rituals
The rules of living and functioning in society are what make up ______.
culture
When the receivers of your messages respond or
decode your message, you find out if your message was successfully transferred. When we make meaning out of verbal and nonverbal cues others send
A coworker tells Camila that he noticed she was biting her fingernails throughout the morning meeting. Which step in KEYS would most likely be the next step to help Camila understand why she should stop doing this during the meeting?
evaluate the professional context
In which step in the KEYS strategy would you begin to consider the potential requirements of someone in the position for which you are applying?
evaluate the professional context
Simon is unsure what went wrong during his last sales presentation. He had planned on using a slides presentation, but the conference room did not have a projector. Which step in KEYS would help him further understand how to improve for the next presentation?
evaluate the professional context
External noise
includes distractions such as audible talking during a meeting, ruffling of papers, or a cell phone going off in the next cubicle.
Human communication
is the process of understanding our experiences and the experiences of others through the use of verbal and nonverbal messages
Mandisa and Heidi are interacting at work. Mandisa thinks Heidi is angry about something. She doesn't want to assume what the source of the anger is, so she asks Heidi about it. Mandisa is using ______ to better understand what Heidi is feeling.
perception checking
A high five would be considered what type of touch?
polite touch
Situational communication apprehension
refers to apprehension to communicate in specific sets of circumstances; everyone at some point in their lives is going to feel apprehensive about communicating something.
Knowing the appropriate time and place to contact your boss with a question about travel would require an understanding of ______.
regulative rules of communication
Which step in the HURIER model asks you to recall the message so that it can be acted upon?
remembering
To ensure the best possible outcome related to salary and benefits negotiations, it is important that you ______.
research your value based on factors such as education, experience, and responsibility
Denver is an active listener who is sure to ask meaningful questions during and after the presentation. Which step of the HURIER model is Denver demonstrating proficiency?
responding
Researching, applying, interviewing, following up, and negotiating are all vital components of ______.
the job-seeking process
Cultural competence is best described as ______.
the level of knowledge a person has about others who differ in some way in comparison with himself or herself
Critical listening is a type of listening in which ______.
the listener evaluates the information being sent
Context
the location, time, and occasion where communication occurs
Failure to assimilate into an organizational culture will likely result in low-level job satisfaction.
True
Generational differences can help group members bond with one another.
True
Participating in listening instruction promotes critical thinking.
True
Weighing evidence presented during a presentation is a feature of listening.
True
Remy is wondering what she does best, where she would like to start a career, and whether she would prefer a small or large company. Remy has begun ______.
self-exploration
norms
shared rules of conduct that tell people how to act in specific situations
communication rules
shared understandings of what communication means and what behaviors are appropriate in various situations
Native Hawaiian, Jewish, American, and Latinx are all examples of ______.
Ethnicity Ethnicity is a categorization of people based on social groups joined together by factors such as shared identity and culture
Effective communicators use a consistent communication strategy regardless of who they are speaking to.
False
What does "listening between the lines" mean?
searching for meaning that is not necessarily put into spoken words
A cover letter should begin by expressing your desire to discuss your qualifications during an interview.
False
An ethical dilemma is making a choice between a "right" and "wrong" decision.
False
Good hearing is required to be a good listener.
False Good listening involves more than the physical act of hearing. Individuals who are deaf can be very effective listeners.
Verbal communication is defined as any form of communication that can be heard.
False Verbal communication consists of spoken and written words and verbal fillers. For more information, review the section "Verbal Communication."
What is the purpose of feedback?
Feedback allows the sender to adapt the communication so that it is more effective for the receiver.
D'Andre just realized that he rubs his eyes before asking a question. Which stage of the KEYS approach has D'Andre completed?
First
Flora is getting ready to listen to the keynote speaker at a company event. Which of the following is most likely to create bias in Flora?
Flora has previous experience with the speaker.
What is the correct order for the first four stages of the job-seeking process?
1. Exploring 2. Researching 3. Applying 4. Interviewing 5. Following Up 6. Negotiating
Michael is having difficulty accessing his company's databases. He knows that when this happens, he has to submit a ticket to the help desk and wait for a response from the technology support team. Michael's knowledge of how to proceed in this situation is reflective of ______.
the regulative rules of communication
Which step in the HURIER model is often an unconscious processing of the speaker's language and the basic context of the information?
understanding
According to scholars, communication is most likely to be optimized when ______.
verbal and nonverbal communication are integrated
Which is the most emotionally draining part of the job-seeking process for many applicants?
waiting for a response
Researchers refer to a culture's orientation to supernatural, human, and natural entities in the cosmological universe and other philosophical issues as ______.
worldview
When asked to describe corporations' responsibility to society, four business leaders respond with different answers. These answers reflect the leaders' ______.
worldviews
When you are acting as the sender
you encode your messages with verbal and nonverbal cues to help others understand what you mean.
To be a competent communicator in your organization
you must be dynamic in adhering to the rules and norms of different communication situations.
Which statement best describes how meaning is created in communication?
The receiver and the sender cocreate meaning through exchange of verbal and nonverbal messages.
What does it mean if a message has been decoded?
The receiver has interpreted the message. Decoding a message means interpreting it. Once the receiver has decoded the message, the sender will know if it was successfully transferred.
Creating a shared meaning with the listener is a key component of effective communication.
True
Cultural competence refers to a person's knowledge about other cultures.
True
One component of the job researching stage is finding relevant job openings.
True
One should expect to be interviewed at a job fair and should prepare accordingly.
True
Organizations begin to assimilate you before you are hired.
True
The KEYS strategies are primarily applied to nonverbal communication.
True
The employer should make the first offer during a salary negotiation.
True
Yiannis's colleague just informed him that the company's mandatory annual office retreat is taking place at a local summer camp next weekend. This retreat is best described as ______.
a cultural ritual within the organization
What is a headhunter?
a professional working for a private employment agency
Which behavior would be considered nonverbal communication?
a speaker's hand gestures Gestures and body movements are forms of nonverbal communication.
To find that first job after graduation, a good rule of thumb for students is to allow ______.
3-6 months
Which scenario depicts a choice in communication channel?
Alexa debates whether to call or email her client to alert them to a delay.
_____ is a cause of anxiety that stems from the feeling that everyone's eyes are on you during a presentation.
Conspicuousness
A company policy forbids employees from engaging in public displays of affection. This would be considered a ______ rule.
Constitutive
What can occur when cultural competence and mutual respect are absent?
Discrimination
Which term refers to evaluating whether an action is right or wrong?
Ethics
If an interviewer asks you how old you are during an interview, the interviewer has asked a(n) ______ question.
Illegal
Morgan explains to her new employees that she considers texting during any meeting disrespectful. Her perception of the use of personal devices as rude is an example of using nonverbal behaviors to determine ______.
Immediacy
Communication is a complex process that consists of a number of elements, all of which are in play every time you communicate.
In a correspondence between a source sender and a target receiver, the source sender encodes the message and sends it through a message channel. The target receiver decodes it and then sends back encoded feedback through another message channel. The source sender decodes the feedback. The sender and receiver each have their own field of experience and the background is marked by noise.
Which scenario exemplifies preferences typically associated with action-oriented listeners?
Martin loses focus when a presenter shares off-topic stories.
Which person is currently working on their contact section?
Milos is listing his current phone number and mailing address.
Which person is most likely to experience communication apprehension?
Nicholas, who is giving a training seminar in front of his manager
The rules and decorum that influence how we frame our communication with others both within and outside an institution are referred to as ______.
Norms
Organizational values direct only internal actions within a company.
Not True
If one is apprehensive about running a meeting because it is something they rarely do, the most likely cause of their apprehension is ______.
Novelty
______ influences how members of a business organization frame communication with others both within and outside that organization.
Organizational culture
Receiving a message without feedback or verification is a feature of ______ listening.
Passive
The impact of space on communication is called ______.
Proxemics
Role-Taking
The critical functions of human communication (sending and receiving messages, offering feedback, identifying the "role" of different communicators) must also be applied to the context of business communication.
Message
The information or feedback that is communicated
Receiver
The listener who interprets the message
Communication Relationships
The perceived social hierarchy between communicators, whether they be strangers or intimates, significantly influences the nature of the communication interaction. Organizational structures require that you be fluid in switching your communication strategies depending on your relationship with the other communicator(s). This includes not only your initial communication, but also the type of feedback you give and the amount of appropriate self-disclosure the sender and receiver provide one another.
Sender
The person initiating the exchange
Previous Communication Experiences
The way people respond initially to new business transactions depends greatly on their previous communication experiences in similar situations. Depending on whether that experience was positive or negative, it helps form the basis for how you communicate in similar transactions in the future. Therefore, from a business standpoint, your initial communication impression is of critical importance
Verbal communication includes both the words we use and verbal fillers.
True The words we use to speak and the verbal fillers we use when speaking are considered verbal communication.
Since the roles of the sender and the receiver are arbitrary, feedback and the message are essentially the same.
True This statement is true. Both feedback and the message consist of sending and receiving verbal and nonverbal cues in a communication situation. Review the section "Message and Feedback" to learn more. The roles of the sender and the receiver are in constant motion, making feedback and the message the same.
Which step in the HURIER model asks the listener to attend to the literal meaning of message?
Understanding
Nonverbal cues that include tone, volume, articulation, and pitch are sometimes referred to as ______.
Vocalics Vocalics, or paralanguage, refers to how people use their voices to communicate.
Effective communication involves
accurate interpretations of others' verbal messages as meaning is cocreated.
What is the primary focus of informational listening?
acquiring knowledge
Camille is interviewing for a job that listed time management as a required skill. Before the interview, she makes notes about specific past examples of times she excelled at time management. Which type of questions is she preparing for?
behavioral
Professional Excellence
being recognized for your skills as a communicator serving as a role model for others
Reed is about to graduate and has started researching opportunities within his major that correspond with career goals and priorities. For Reed, this is the beginning of his ______.
career exploration
Lucy and Mina are discussing their plans for an upcoming sales presentation. Lucy maintains that there is no need to rehearse, while Mina would like to run through their slides because her teammates have told her that they have been confused by Lucy's past presentations. Lucy tells her that they have talked about them numerous times so the presentation will be fine. Lucy is experiencing ______.
communication bravado
You think you are communicating effectively, but those around you think your communication is unclear. This describes ______.
communication bravado
A retailer who traditionally sends discount mailers has decided to move to an online coupon distributor instead. The company's new strategy is an example of a shift in their ______.
communication channels
One's ability or inability to listen can impact others' perception of their ______.
communication competence
Knowing that hugging someone is a display of affection reflects understanding of ______.
constitutive rules of communication Constitutive rules provide guidance about how to behave in certain situations.
In which step of the KEYS strategy before giving a presentation would you be likely to take inventory of jargon used with your coworkers?
evaluate the professional context Before giving a presentation, you would be most likely to notice and note jargon in the evaluate the professional context step in the KEYS strategy
Luther is a new hire and is unsure how the internal promotion process works at this company. Instead of asking his manager exactly how to do it, he asks, "How did you come to become a manager with our company?" Which tactic is Luther using to learn about the organization?
indirect questioning
organizational culture
influences how we (as members of a business or professional organization) frame our communication with others both within and outside that organization.
As a new hire, Jeremy has decided that during his 2 weeks of training, he will focus exclusively on the content of the presentation. In which type of listening is Jeremy engaging?
informational listening
Leda discovers that her brother will need heart surgery next week. This news could potentially cause ______ for her at work.
internal noise
At which point in the HURIER model should you be intentional about avoiding bias?
interpreting
D'Andre is preparing a slideshow to use during his presentation at work. He has filled every slide with text and reduced the font size to accommodate as much text as possible. This presentation is likely to create ______ for the audience.
message overload
Formality
preparing and organizing something to be in the spotlight can promote the feeling of formality that makes me nervous
The primary difference between conversational listening and presentational listening is that roles in ______.
presentational listening are usually defined as active speaker and responsive listener
Which purpose of nonverbal communication concerns itself with the character, disposition, or temperament of the speaker?
presenting one's personality
3. After Jason's quarterly evaluation, he immediately begins thinking about how the conversation went. He begins to assess what went well about what he said and how he presented himself. In which step of the KEYS strategy is Jason?
step back and reflect
After experiencing a language barrier with his coworker, Oliver thinks back about his experience and decides that he needs to contact his company's translation services department. Which step in the KEYS strategy is Oliver using to improve his cultural competence?
step back and reflect
A one-on-one meeting with a supervisor can cause more anxiety than a conversation with a coworker. What can cause this type of fear?
subordinate status
Ethical considerations
the variety of factors important for us to consider in any scenario
Prior history
those that had a bad experience with a previous communication interaction
Emmanuel asks Fadila when she expects to have the new marketing logos available. Fadila starts to give Emmanuel the background story, but he stops her and says he just needs the date. Emmanuel is a(n) ______ listener.
time-oriented
What is the purpose of a tag question?
to build rapport
According to the HURIER model, why is it important to limit distractions?
to ensure you can properly hear the other person
In which scenario would regulative rules help guide communication?
when trying to determine whom to speak to about a matter at work
In a presentation to her staff, Kendra explains that they have signed a new client. She says, "This company is known for innovation, and I think we will learn a lot by working with them. You'll see that they have high expectations, but their expectations are fair." She then reads their expectations. Occasionally, Kendra rolls her eyes and shakes her head but continues reading through the expectations. What message is most likely to be misinterpreted by the team?
whether the client's expectations are reasonable
The know yourself step in the KEYS strategy would allow one to determine ______
whether they are more of a content-oriented listener or a people-oriented listener
Cultural Influences
The way we communicate, with whom we communicate, and what we communicate
Which statement about stereotypes is true?
They can be positive, negative, or neutral.
Which person is searching for job openings by word of mouth?
Thuy, who tells her friends, families, and classmates that she is searching for employment
Communication Channels
The various ways in which a message can be sent, ranging from one-on-one in-person meetings to Internet message boards.
According to experts, when negotiating a salary, as the job seeker, you should make the first offer.
False
Although still widely used, workforce training programs are often ineffective in increasing appreciation of diversity at work.
False
Stereotypes describe the way we categorize and understand people in a negative way.
False We categorize and understand groups of people in a variety of ways. Some are positive, some are neutral, and others are negative.
Jada loses focus each time her boss uses jargon like "moving the goalposts" and "gain traction." She has determined that she is overusing those phrases, making her message less effective. Which step in the KEYS process has Jada used to assess the efficiency of the speaker's use of jargon?
your communication interaction
During an interview for a management position, Nadir was asked to describe an experience that challenged him. If he is using the three-part scripted response, he should end his answer by stating ______.
"I hope to bring the skills I learned with me to this position in your company as well."
Nhan asks Mindy, "How was the meeting?" Which response would be considered a form of report talk?
"It went well. We discussed the details regarding the new investment strategy we're using this quarter."
Which example includes a tag question?
"The best option is to submit our proposals together, isn't it?
nonverbal communication
(also referred to as body language) includes all those ways we communicate without words "communication other than written or spoken language that creates meaning for someone"
If nonverbal communication is incongruous with the verbal message, what is more likely to happen?
A misunderstanding will occur. When verbal communication and nonverbal communication are incongruous, or in disagreement, a communication failure, or misunderstanding, can occur.
Which is the best way to describe the interactive model of communication described in the video?
An exchange of verbal and nonverbal messages between senders and receivers. The interaction model of communication consists of exchanges of verbal and nonverbal messages between senders and receivers.
Wearing a three-piece suit would be considered a(n) ______ that conveys a sense of professionalism.
Artifact An artifact is an aspect of appearance that can include things like clothing, cologne, and jewelry.
When new hires join an organization, the company will initially spend time getting the employee acquainted with the organizational culture. This is termed ______.
Assimilation New hires go through an assimilation process during which they learn the organization culture
If you are comfortable speaking in front of your social circle but anxious when presenting to your colleagues, you are most likely experiencing ______ communication apprehension.
Audience-based
A person who is studying eye behavior and its contribution to facial expressions is studying ______.
Oculesics
_____ involves the process of understanding our experiences and the experiences of others through the use of verbal and nonverbal messages in both personal and professional contexts.
Communication
Which rules define what "counts" within certain forms of communication?
Constitutive
Hollis carefully evaluates the claims made by presenters so that she can feel like she truly understands their points of view. Hollis is a(n) ______ listener.
Content-oriented
Posture is unrelated to perceptions of confidence.
False
Sales representatives would benefit from relying primarily on verbal communication when trying to make a sale.
False
The KEYS process is solely used to evaluate the effectiveness of nonverbal behaviors involved in a communication interaction.
False
The assimilation process occurs primarily once you have been hired.
False
The job-seeking process is based on prior knowledge and finding people worth knowing to gain employment.
False
The username in your email is unimportant when job hunting.
False
Visual features are usually accurate for determining someone's ethnicity.
False
Whether participating in a telephone or videoconference interview, it is important to fill the silence whenever possible.
False
Nonverbal communication accounts for only a small percentage of the total meaning of communication.
False Nonverbal communication accounts for 65%-93% of the total meaning of communication.
Nonverbal communication includes body language and written words.
False Nonverbal communication includes all means of communication outside of the use of words.
External noise affects one's ability to focus on the message, whereas internal factors impact one's ability to understand it.
False Both internal and external noise impact one's ability to focus on and understand the message.
What is an advantage of seeking employment with an organization that has goals that align with your own values?
It helps minimize ethical dilemmas in the workplace.
In which step of the KEYS strategy would one most likely be able to actively address receiver apprehension?
In which step of the KEYS strategy would one most likely be able to actively address receiver apprehension?
Match each communication zone with the person this would most likely be used with.
Intimate Zone: family member Personal Zone: casual acquaintance Social Zone: Stranger Public Zone: Large Audience
Kristen is a first-year university student and needs to find the Office of the Registrar. When she sees another student, she asks them, "Where is the administration building?" The person answers, "Two blocks south." Kristen heads in that direction but still doesn't see the building after walking several blocks. What is most likely the source of misunderstanding in this interaction?
Kristen was unclear about what building she was looking for.
Sender and Receiver
One who encodes and one who decodes the message
Which is an example of someone making a decision regarding an evaluation of context?
Regina assesses how much her clients already know digital marketing before a presentation.
Which type of rules determine when, how, where, and with whom to talk about certain things?
Regulative
Two kinds of rules guide communication
Regulative rules constitutive rules
After the morning meeting, Diego and Sandra meet to discuss the recent client survey results. Diego points at his data printout and says, "The numbers indicate that we are in a need of a new marketing strategy." Sandra nods in agreement, then asks, "What do you think is the best move for us in the next quarter?" The message in this transaction is first being decoded when ______.
Sandra nods in agreement
Which scenario exemplifies preferences typically associated with people-oriented listeners?
Sierra is attuned to the feelings of others and prefers a speaker she connects with.
Feedback
The receiver's response to a message Information or messages communicated between sender and receiver
Communication bravado is displayed when others perceive a person as a strong, authoritative speaker.
This statement is false. Communication bravado is describing the perception the speaker has of their own effectiveness as a communicator. Review the section "Understanding the Importance of Human Communication in Business and Professional Contexts" for more information.
A good way to demonstrate professional excellence when following up after an interview is to send a thank-you note.
True
A key step in communicating effectively in an organization is learning the company's jargon.
True
An employee is more likely to be presented with ethical dilemmas if they work for a company that has different values than their own.
True
During new hire orientation, a company explains their expectations related to honesty, integrity, and teamwork. This reflects the organization's values.
True
In addition to shadowing and interning, interviewing several people currently in your desired career field is one way to familiarize yourself with that job.
True
Scholars suggest that men typically engage in report talk rather than rapport talk.
True
Which style of listeners are easily frustrated by disorganized presentations?
action-oriented listeners
To maintain professional excellence, when should salary negotiation usually occur?
after an offer has been made for the position
Carol stops all of her movements during the climax of her presentation and looks the board members directly in the eye to emphasize her main point. This nonverbal behavior is most likely intended to ______.
amplify the message of her speech Cause by the lack of movement and use of direct eye contact
What does communication apprehension refer to?
an individual's level of anxiety associated with real or anticipated communication with others
Communication Apprehension
an individual's level of fear/anxiety associated with either real or anticipated communication with another person(s)
Which is the final step in the KEYS strategy?
analyze your communication after the interaction has ended
Cassandra is anxious about questions she might have to field from coworkers in the final portion of leading her sales strategy meeting. Conversing with her colleagues one-on-one is never an issue, but she finds presenting to them all at once can feel intimidating and makes her nervous. Which best describes Cassandra's communication apprehension?
audience-based communication apprehension caused by peer evaluation
Ben is worried about having a roommate for the first time. He does not like the idea of sharing one room between two people. For Ben, his primary concern is related to the perception of the environment described as ______.
constraint
Sanjiya will be giving a sales presentation that offers three levels of purchasing options. In which type of listening can Sanjiya expect her clients to engage?
critical listening
constitutive rules
define what communication means by prompting us to count certain kinds of communication. In other words, we learn what counts as paying attention (e.g., eye contact) and showing affection (e.g., kissing, hugging), as well as what counts as being inappropriate (e.g., interrupting conversations, rolling one's eyes;
Regulative rules
describe when, how, where, and with whom to talk about certain things. These same rules also dictate appropriateness.
Context-based communication apprehension
describes a fear of communicating in certain contexts. A fear of public speaking is a great example of context communication apprehension
What does assessing the context of a communication situation involve?
determining the location, time, and occasion where communication occurs
The primary difference between an accent and a dialect is that dialect refers to ______.
differences in vocabulary, syntax, and pronunciations
Role-taking primarily concerns itself with the ______.
dynamics between positions of communicators, such as sales associates and customers Role-taking involves considering the positions within the context of the sender and the receiver.
Internal noise
encompasses any internal condition or state that interferes with the communicator's ability to focus on the message.
Verbal communication
encompasses both our words and our verbal fillers (e.g., um, like). Verbal messages are created through language.
Sending a handwritten thank-you card after an interview ______.
encourages the interviewer to think of you favorably after the interview
In which step of KEYS would someone determine how formal or informal a meeting should be?
evaluate the professional context
Vanya practices perception checking through observing the behaviors of her coworkers in the office. Which step in the KEYS strategy is she also practicing?
evaluate the professional context
The phenomenon of socialization is best described as the ______.
experiences that shape our perceptions, attitudes, and emotions
Audience-based communication apprehension
explains a person's fear of speaking to certain people or groups.
Rosita's acquaintance Thomas works for a company she would like to apply to in the upcoming weeks. She asks Thomas if she could interview him and a few of his coworkers about their experiences working for their company. Rosita is in the ______ stage of the job-seeking process.
exploring
Which stage of the job-seeking process aligns best with know yourself step of the KEYS strategy?
exploring stage
Samantha is unable to focus on her work because her coworker in the adjacent cubicle is listening to talk radio at a high volume. This distraction is an example of ______.
external noise
Lack of attention
feeling as though a listener/the audience is bored
Conspicuousness
feeling as though you are in the spotlight and all eyes are on you
For speakers, a key component to effective communication is ______.
helping create a shared meaning with the listener The symbols we use to communicate are often arbitrary, meaning people may interpret them differently. For communication to be effective, the speaker and the learner must cocreate a shared meaning.
Which is an example of internal noise?
hunger pains during a meeting
Novelty
if it is not something you do every day, it can cause CA until it becomes familiar
Rachel notices that if she asks her boss a work-related question while they are in the breakroom, her boss will answer her but gives a very basic answer and then immediately turns away from her after responding. After a couple of interactions like this, Rachel decides she should only approach her boss in his office when she has questions. This is an example of nonverbal communication conveying ______.
interpersonal attitudes
Part of the assimilation process is learning the language of an organization or its ______.
jargon
Truly effective communicators view communication
know it is far more complicated than that.
Joan is nervous about her upcoming sales pitch because there is dissimilarity between her and her new clients who come from a different cultural background. During which step in the KEYS process was Joan most likely to discover this dissimilarity?
know yourself
Which step in the KEYS strategy would align itself well with self-exploration?
know yourself
Which step in the KEYS strategy would allow a company to get to know their employees better in relation to cultural diversity?
know yourself
Yael compiled customer reviews of his company's new product line and found that they dislike its packaging design. Which step in the KEYS strategy helped Yael to identify this issue?
know yourself
Someone who mentally searches for meaning revealed by facial gestures, gestures, and tone of voice is ______.
listening between the lines
What does the interpreting step of the HURIER model ask you to do?
make sense of the verbal and nonverbal codes
Trait communication apprehension
means that one possesses a "shy trait." In general, shy people tend not to raise their hands in class a lot, avoid certain social situations, and feel extremely anxious about giving a professional presentation.
When a speaker includes too many details in a message, listeners may experience ______.
message overload
Being an "audience-centered" communicator involves ______.
monitoring how one is perceived by the audience
Values
moral principles/rules that determine ethical behaviors
Misunderstandings, cultural tensions, and conflicts can be avoided when we communicate with the goal of ______.
mutual respect
Juan's new hire packet includes a history of the company's founding. Reading this, he encounters information regarding the company's mission statement. This history would be considered a(n) ______.
narrative
Deciding whether to email, call, or meet with your manager in-person is part of
navigating channels of communication
Causes of Communication Apprehension
novelty, formality, subordinate status, peer evaluation, dissimilarity, conspicuousness, lack of attention, prior history
Which is a key component of mutual respect?
open dialogue
Researchers describe the overall tone and approach to any given business as its ______.
organizational culture
Teamwork and ownership often factor into a discussion about a company's ______.
organizational values
"Follow-up" and "table the discussion" are common phrases within corporate environments and are examples of ______.
paraphrase
Which summary best describes a good listener?
pays attention to nonverbal cues to see if it adds additional meaning
If one is fearful of the questions their coworkers might ask during or after a presentation, they are most likely experiencing apprehension caused by ______.
peer evaluation
Some people feel anxious about communicating because they are unsure how their coworkers will respond to what they say. The cause of this apprehension is ______.
peer evaluation
Which style of listener can become overly empathetic?
people-oriented listeners People-oriented listeners can become overly involved with the feelings of others.
Communication bravado
perceiving their communication as effective, while those around them perceive it as ineffective Having a positive view of one's own communication when, in reality, it is bad, leading to conflict and hurt feelings in others
Which practice in cultural competence involves asking others if your sense of understanding is correct or incorrect?
perception checking
Henry finally has the chance to meet his company's founder and CEO. He has read all of her books and has been looking forward to this opportunity for a while. He brings a copy of her latest book to get signed. The moment comes and he is standing in front of her ready to shake her hand. Suddenly, he is overcome with fear and is unable to manage to say anything more than, "Hello." Which best describes Henry's communication apprehension?
situational communication apprehension caused by his perceived subordinate status
Ethical dilemmas
situations that do not seem to present clear choices between right and wrong
Subordinate Status
someone above you is evaluating your performance
According to scientific studies, when speaking, someone with authority tends to ______.
speak in a low tone
Organizational Values
specific principles/guidelines such as safety, teamwork, integrity, or ownership that are typically outlined in support of any given organizational mission or goal
After Jason's quarterly evaluation, he immediately begins thinking about how the conversation went. He begins to assess what went well about what he said and how he presented himself. In which step of the KEYS strategy is Jason?
step back and reflect
Eleni has completed her interview and is in the process of writing a thank-you card to the interviewer. Which step of the KEYS strategy has Eleni reached?
step back and reflect Writing a thank you note requires you to recall the memorable moments of the interaction and is therefore an example of the step back and reflect step of the KEYS strategy.
When you join a company, you observe that everyone is very formal in their communication. What tactic did you use to learn about the organization's culture?
surveillance
Allison's first week at her new job has been quite stressful. She feels like she has been through a crash course about her company's mission, dress code, and overall expectations for her role. Allison is experiencing what researchers refer to as ______.
the assimilation process
Ethics
the general term for the discussion, determination, and deliberation processes that attempt to decide what is right or wrong, what others should/should not do, and what is considered appropriate in our individual, communal, and professional lives
Patrice sent this email to her team: "We will be meeting today at 2 p.m. in the large conference room to discuss how the new paperless policy will affect our department. Please review the policy before you come. Thanks, Patrice." What is missing from Patrice's message?
the relational layer
Why is it recommended that you review the job listing when preparing for an interview?
to help you determine what information to present during the interview
Some workplaces that regularly deal with language barriers may provide ______ to assist with communication-related concerns.
translation services
After conversations with her colleagues, Iara determined that the hand gestures she used during the morning meeting were distracting. She has decided to minimize the use of hand gestures the next time she presents. Which step in the KEYS process most likely allowed her to identify this behavior?
your communication interaction
Which step in the KEYS strategy would be well-suited to accommodate applicants with diverse cultural backgrounds during the interviewing process?
your communication interaction
While conducting an interview, Antonio asks overt questions to help clarify any potential cultural misunderstandings. Which step in the KEYS process is Antonio also practicing?
your communication interaction
Melissa has found that many customers have indicated that they prefer communication via email. She develops an email marketing strategy to announce her company's investment strategies. Which step in the KEYS strategy has allowed Melissa to determine an effective way to deliver this announcement?
your communication interaction Melissa has used the your communication interaction step of the KEYS strategy to determine the most effective way to deliver her announcement
Which step in the KEYS strategy would align itself well with negotiating stage of the job-seeking process?
your communication interaction This is true because it asks you to consider your audience when responding to an offer made by a prospective employer.
After the meeting, Luis's client thanks him for the excellent sales pitch. He remembers that his client seemed the most engaged during the time he allowed the customer to ask questions at the end of the presentation. Luis has decided to always include time for questions after his presentation. In which step of the KEYS process has Luis engaged?
step back and reflect
