BCOM MCRGWA HILL

Which of the following is an example of an effective reflecting statement?

"Is it fair to say that you think this is a reasonable suggestion for your company?"

Which is an effective reflecting statement?

"It sounds as if you feel that the pricing for this project is appropriate."

Which of the following are examples of judger statements? (Choose every correct answer)

"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."

Having good credibility implies which of the following qualities? (Choose every correct answer.)

1. having strong ethical values 2.ensuring promises are fulfilled 3.being honorable and reliable

Which of the following situations describes emotional hijacking?

A person's behavior is controlled by emotion.

Dwayne works for a technology company in which employees freely share their ideas, including when they disagree with him. Therefore, when Dwayne tells his team about proposed changes in employee benefits and they don't say anything in response, how is Dwayne likely to interpret their silence?

AS AGREEMENT

Which of the following statements about Americans' trust in businesses and business executives in the early twenty-first century is true?

Americans have historic low rates of trust of both businesses and business executives.

HOW CAN LACK ATTENTION SPAN ME IMPROVED

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 factors impact a business executive's credibility?

COMPETENCE CARING CHARACTER

In business, it is important to establish your ______ from your first day on the job.

CREDIBILITY

Which of the following statements about communication technology are true? (Choose every correct answer.)

Communication technology can be a barrier to effective listening. Effective listening can be reduced if a person relies too much on communication technology. New opportunities for people to communicate are regularly created by technology.

Meg Whitman, former CEO of HP, stated that early in her career she gained credibility and displayed competence through her focus on

Creating a successful track record.

A person listens to someone speak, then tries to interpret what the speaker meant by those words. This process is called

DECODING

Most business leaders believe that their primary responsibilities to their employees include which of the following?

DIMC DEVELOPING INSPIRING MENTORING COACHING

In business, dishonesty on financial performance is likely to lead to

DISMISAL

Understanding and relating to the needs of others is called

EMPATHY

Which one of the following statements best describes the way emotional intelligence plays a role in business?

EQ allows a person to think clearly and be effective in stressful situations.

The commonly accepted beliefs and principles for acceptable behavior in the business community are known as business

ETHICS

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.)

EXTERNAL NOISE LIFETIME EXPIERENCE EXTERNAL NOISE

The ________test is an excellent way for you to evaluate whether your communications meets ethical standards.

FAIR

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

Colleagues and clients ______ persons they know care about them.

HAVE GREATER TRUST IN

Sydney just started working in the marketing department for a major tobacco company. In her spare time she participates on anti-smoking campaigns. Which of the following statements about her personal values is true?

Her personal values do not align with the corporate values of her work.

Which of the following questions demonstrate a learner mind-set?

How is this program beneficial? How well does this new approach meet our goals?

Which of the following questions should you consider when preparing to communicate with customers or colleagues?

Is trustworthiness or credibility key to the way I work?

Which of the following best describes the clarifying aspect of active listening?

It involves ensuring you accurately comprehend what others mean.

How does Michael Hoppe define active listening?

It is "a person's willingness and ability to hear and understand."

Which of the following statements about sharing your ideas as a listener are true? (Choose every correct answer.)

It is unfair not to share your thoughts and ideas. It is a component of active listening.

Which of the following is true of listening?

It requires more effort than simply hearing.

Maia is telling her colleague Jeff about working with a particular client, who has a reputation for being demanding and difficult. When Maia begins to share some of her strategies for dealing with the client, Jeff interjects with his own story about a difficult client. Which of the following best explains Jeff's reaction?

Jeff is trying to be empathetic, but his "me too" statement is preventing him from being an effective listener.

Which of the following describe a learner mind-set? (Choose every correct answer.)

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.

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? (Choose every correct answer.)

Lean forward. Nod when appropriate.

Assuming that a corporation has good values, which of the following statements about the alignment of personal values and corporate values are true?

Matching personal values with corporate values is a key element of character. If personal values are not in alignment with corporate values, a lack of integrity is possible.

According to most surveys, what are ways in which employees tend to feel about their companies?

Most employees had seen illegal or unethical conduct. About half of employees do not trust senior management.

Effective communicators gain trust by seeking to understand others'

NEEDS

One person is talking to another, but the words can barely be heard because of loud music playing in the background. This is an example of communication that is being affected by ______ noise.

PHYSICAL

When communication succeeds, the participants reach the same understanding about a feeling, thought, or idea. This is called

SHARED MEANING

Which of the following are examples of physiological noise in interpersonal communication? (Choose every correct answer.)

SICKNESS PARTING DEPHNES MEMORY LOSS

A person who demonstrates accountability is someone who will take a(n) ______ perspective of the groups affected by his or her business.

STAKEHOLDER

How common is semantic noise in business conversations? (Choose every correct answer.)

Semantic noise occurs in nearly all business conversations.

Rob is giving an explanation about the major staff restructuring at the company. Fran raises her hand and says, "It sounds as though your key points are that the restructuring will increase productivity and efficiency across the board. Is that accurate?" What is Fran doing by saying this?

She is using a summarizing statement to make sense of the main issues from Rob's perspective.

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 face-to-face communication.

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 credibility.

When civil servants share relevant information and decision rationale with stakeholders, they engage in

TRANSPARENCY

True or false: An aspect of empathy toward colleagues is wanting to help them grow in their career objectives.

TRUE

True or false: Some managers feel that listening endangers their authority, so they speak more and listen less.T

TRUE

Which of the following are gained by business leaders when they recognize and show concern for others' needs?

TRUST CREDIBILITY

When people are credible they have a reputation for being?

TRUSTWORTHY

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 decrease in trust in businesses.

Which of the following is a characteristic of givers in business?

They are generous in their support of their colleagues.

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 continue to feel a lingering reaction for hours or days afterward. They can help ward off further incidents by practicing self-awareness.

Which of the following is a characteristic of takers in business?

They do not return favors done by colleagues.

Which of the following are traits of great listeners? (Choose every correct answer.)

They give speakers their full attention. They anticipate how a speaker thinks.

What are characteristics of people who are self-aware? (Choose every correct answer.)

They know what makes them feel various emotions. They understand their own emotions as they occur. They pay close attention to their internal states.

Which of the following statements are generally true of people with high emotional intelligence? (Choose every correct answer.)

They make up a majority of the high performers in the workplace. They earn more money than people with a low EQ.

Which of the following are reasons that defensive comments tend to end listening? (Choose every correct answer.)

They prematurely move attention from the speaker to the listener. They lead to a reduction in trust and block a truthful exchange of information.

Which of the following is a trait of the best business managers?

They understand that it is important to make time for listening.

Today's effective business leaders have generally gained their positions because of which of the following?

They valued teamwork. They had a sense of community.

Which of the following are common barriers to effective listening? (Choose every correct answer.)

a lack of self-awareness a short attention span a lack of patience

Demonstrating accountability in business implies which of the following?

an enlarged vision of those affected by a business an obligation to meet the needs of others

Which two of the following are essential aspects of clarifying in a conversation?

asking others to offer clarifying details about their thoughts ensuring you grasp others' perspectives

How can emotional intelligence often be improved? (Choose every correct answer.)

by thinking about behavior and emotions by writing in a journal by using social gatherings to practice communication skills

Conducting business with ______ helps forge character and maximize competencies.

complete honesty

You can improve your professional skills by becoming a(n) ______ communicator.

credible and trusted

A perception that someone does not care about others will lead people to ______ them.

distrust

In interpersonal communication, what does the term EQ mean?

emotional quotient

Which of the following are examples of good business ethics?

ensuring proprietary information remains safe FOLLOWING THE LAW

When acting with transparency, a company executive provides stakeholders with which of the following?

financial figures from the business business process information basic facts about the business

Which of the following are benefits of having many givers in a business?

greater profitability LESS EMPLOYEE TURNOVER INCREASED PRODUCTIVITY

Which of the following are examples of physical noise in interpersonal communication? (Choose every correct answer.)

hard rain that prevents an athlete from seeing a coach's hand signals the clatter of dishes during a conversation in a restaurant a scratchy, garbled cell phone connection

Having good character implies that one has ______ values.

high moral and ethical

Which of the following are skills of active listening, as described by Michael Hoppe? (Choose every correct answer.)

holding judgment paying attention clarifying sharing

What does the FAIR test in communications help you examine?

how well you have provided facts whether your motives are accessible how well you have shown respect

Which of the following are abuses of honesty?

identity theft deceiving consumers cheating in the classroom

Physiological noise in communication consists of disruptions caused by

impairments of a person's body or brain function, such as deafness or stuttering.

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.

A person with good self-management skills does which of the following? (Choose every correct answer.)

is aware of emotion as it is occurring and control it exercises discipline to achieve long-term goals uses both positive and negative emotions to meet goals

Which of the following are examples of nonlistening behaviors? (Choose every correct answer.)

judging advice-giving statements "me too" statements

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 Blank______ statement.

learner

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 Blank______ mind-set.

learner

Which of the following are elements of emotional intelligence? (Choose every correct answer.)

managing emotions developing empathy understanding emotions

Interpersonal communication includes which of the following? (Choose every correct answer.)

messages sent between two or more people exchanging mutual messages negotiating the meaning of messages

Which of the following are things that a good business communications textbook is designed to give readers?

opportunities to consciously elevate their communication skill set tools to develop communication abilities over the course of a career

In order to make sure that you are really reflecting on and understanding what others are saying, you should

paraphrase what you are hearing.

Which of the following is the first step in active listening?

paying attention

Active nonverbal communication is an essential part of

paying attention.

The quality of message delivery can be diminished by which of the following? (Choose every correct answer.)

physiological noise semantic noise psychological noise

If employees do not honestly communicate about business issues, it can lead to

poor financial performance.

Most people will judge a person's competence based on the person's

previous accomplishments.

Active listening involves ______ the ideas and emotions of otherS

reflecting on

The domains of emotional intelligence include which of the following? (Choose every correct answe

relationship management self-awareness empathy

A supervisor tells an employee, "Send me a memo as soon as possible." The employee finishes the important project she was working on and then writes the memo when she has free time. She believes this was "as soon as possible." The supervisor is angry because the employee did not write the memo immediately. This is an example of communication disrupted by

semantic noise.

In interpersonal communication, noise is which two of the following?

something that interrupts the message being communicated something that distorts the message being communicated

In active listening, restating what you believe the speaker's major themes are in order to demonstrate your comprehension of the conversation's main points and major direction is known as

summarizing.

Which of the following views of listening is usually effective, especially in flat organizations?

that effective communication requires active listening

In interpersonal communication, the term meaning refers to

the ideas and feelings that a person intends to communicate to another person.

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.

When does emotional hijacking happen? (Choose every correct answer.)

when the emotional part of the brain triggers a fight-or-flight response when the brain perceives an incoming message as a threat