Week 2
Which of the following statements about lack of attention span in members of an audience are true?
Attention span can be improved if a conscious effort is made. Some people simply do not have a long attention span.
Which of the following questions display a judger mind-set? (Choose every correct answer.)
Does anyone care about this? Who caused this disaster?
Incivility in the workplace reduces which of the following? (Choose every correct answer.)
Employee job satisfaction Employee loyalty to the company The effectiveness of a company's leaders
Which of the following are among the eight guiding principles that Forni has recommended for improving civility?
Get to know people around you. Listen to the voice of empathy. Disagree graciously and refrain from arguing.
Which of the following questions demonstrate a learner mind-set? (Choose every correct answer.)
How well does this new approach meet our goals? How is this program beneficial?
Which statement best describes perspective-getting?
It involves correctly understanding other people's views.
How does Michael Hoppe define active listening?
It is "a person's willingness and ability to hear and understand."
Which statements about gossip are true? (Choose all that apply.)
It is damaging in part because it erodes trust. It is one of the most common types of incivility.
Which of the following is true of listening?
It requires more effort than simply hearing.
Which of the following statements about nonverbal communication are true?
Nonverbal communication is mostly understood subconsciously and developed instinctively. The meaning of nonverbal communication is less precise than verbal communication.
Which of the following are traits of great listeners? (Choose every correct answer.)
They anticipate how a speaker thinks. They give speakers their full attention.
After people experience intense anger, which statements are true? (Choose every correct answer.)
They are more vulnerable to being provoked into anger again during the aftermath of the event. They can help ward off further incidents by practicing self-awareness. They continue to feel a lingering reaction for hours or days afterward.
Which of the following statements are true of poor questions?
They can lead to less listening. They often reflect a judgmental mind-set.
Which of the following are common barriers to effective listening? (Choose every correct answer.)
a lack of patience a short attention span a lack of self-awareness
Which of the following are principles for managing business relationships effectively? (Choose every correct answer.)
adapting communication to others' preferred styles ensuring civility in the workplace
A person with good self-management skills will
be aware of emotion as it is occurring and control it. use both positive and negative emotions to meet goals. exercise discipline to achieve long-term goals.
Which of the following are poor types of questions?
cross-examination questions leading questions statements disguised as questions
It is important to behave with civility in the workplace because it
demonstrates good character. sometimes calms a volatile situation. indicates concern for others.
In interpersonal communication, what does the term EQ mean?
emotional quotient
Understanding and relating to the needs of others is called
empathy
Which of the following are examples of incivility? (Choose all that apply.)
failing to act with basic courtesy intruding on the privacy of others failing to acknowledge the efforts of others ignoring others
Which of the following are acts of incivility in the workplace?
frequently interrupting others ridiculing a person's political or religious beliefs gossiping and talking behind a person's back
Which of the following are barriers to effective listening that managers often face? (Choose every correct answer.)
internal noise lack of time
When two people send and receive verbal and nonverbal messages, it is called
interpersonal communication.
Tina is a member of the bargaining team for the local teachers union. The team is currently negotiating a contract with the school district, and the two sides have different opinions on how the new contract should look. However, Tina is approaching the negotiations with an open mind and feels positive about the possibility of finding common ground and negotiating a deal that will please both sides. Tina is displaying a ______ mind-set.
learner
Interpersonal communication includes which of the following? (Choose every correct answer.)
messages sent between two or more people negotiating the meaning of messages exchanging mutual messages
In order to pay proper attention and demonstrate your eagerness to understand what another person has to say, which of the following should you do?
nod when appropriate lean forward
In order to make sure that you are really reflecting on and understanding what others are saying, you should
paraphrase what you are hearing.
People who are self-aware
pay close attention to their internal states. know what makes them feel various emotions. understand their own emotions as they occur.
Active nonverbal communication is an essential part of
paying attention.
Marcie works at a large law firm and is an introvert. In which of the following situations would Marcie feel most comfortable?
preparing documents to submit to the court
Active listening involves ______ the ideas and emotions of others.
reflecting on
Being able to manage interactions successfully by using your knowledge of your emotions and the emotions of others is known as
relationship management.
What is civility? (Choose every correct answer.)
respect for other people's dignity and importance an extension of emotional intelligence
When takers try to manipulate givers, givers should be ______ about their tendency to be emotionally concerned for others.
self-aware
Which of the following are skills of active listening, as described by Michael Hoppe?
sharing holding judgment clarifying paying attention
Being able to interpret and perceive the meaning of nonverbal communication through careful observation and examination is known as
sight-reading.
Perspective-getting is sometimes challenging because people
sometimes choose to hide their views. may hold self-contradictory views.
In which of the following situations would an extroverted professional likely perform more strongly than an introverted counterpart?
speaking at a press conference making cold calls to potential clients networking at a party
The tendency to seek support for and validation of our views is referred to as
the confirmation bias.
Givers should address which potential barriers to their performance resulting from empathy?
timidity availability emotional concern for others
To increase self-awareness, it is helpful to do which of the following? (Choose every correct answer.)
to evaluate the way feelings have affected previous experiences to be in the habit of monitoring and analyzing feelings as they occur to recognize triggers and devise ways to handle them
Part of paying attention means trying to
understand everything said from the perspective of the speaker.
Which of the following are elements of emotional intelligence? (Choose every correct answer.)
understanding emotions managing emotions developing empathy
Which of the following describe a learner mind-set?
Kate goes to a city council meeting prepared to listen with an open mind. Javier disagrees with his cousin's opinion on selling their aunt's house but is open to finding a mutually beneficial solution.
Which of the following is a trait of the best business managers?
They understand that it is important to make time for listening.
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: Wanting to help colleagues grow in their career objectives is an aspect of empathy.
True
Which are among Forni's recommendations for improving civility in society and the workplace? (Choose every correct answer.)
Slow down and be present in life. Keep a positive attitude. Pay attention to small things.
