Business Communication Ch 9

Know the characteristics of each level of listening

Level 1: Good listener - open mind, focused on speaker, respectful Level 2: Half listener - Hears but doesn't understand, little effort, disregards non-verbal languages Level 3: Bad listener - Does not acknowledge speaker, self-centered, daydreaming (lights on, but no one home)

Know the differences between polychromic time and monochromic time.

Polychromic time - Multitask, people-oriented, build relationships Monochrimic time - One thing at a time, task-oriented, time is tangible and linear, short-term relationships

Which of the following is NOT a characteristic of an excellent listener? a. Focuses only on the words being spoken b. Is involved in conversations c. Takes the other person's interests into consideration d. Stays focused on the speaker

a. Focuses only on the words being spoken

A ___________ is the state of an individual associated with the need, such as hunger or thirst. a. Need b. Drive c. Motive d. Goal

b. Drive

The study of posture, body movement, gestures, and facial expression is called a. Haptics b. Kinesics c. Proxemics d. Chronemics

b. Kinesics

__________________ ranges from 18 inches to 4 feet and is the distance used by those in the United States for conversation and non-intimate exchanges. a. Intimate distance b. Personal distance c. Social distance d. Public distance

b. Personal distance

Leadership practices for creating organizational change include all of the following delivery tactics, EXCEPT: a. Be open and honest b. Withhold information that does not support the change c. Adapt the message to the audience and situation d. "Cut to the chase" or be prompt, clear and consistent

b. Withhold information that does not support the change

Voice qualifiers such as pitch, intensity, extent, emotional characterizers and segregates are referred to as _____. a. sublanguage b. paralanguage c. nonverbal communication d. chronemics

b. paralanguage

__________________ is defined as self-enhancing, expressive communication that takes into account both the communicator's and others' needs. a. Interpersonal communication b. Avoiding c. Assertiveness d. Trust

c. Assertiveness

In Herzberg's (1966) motivator-hygiene theory, factors that led to dissatisfaction were identified as________________. a. Motives b. Motivators c. Hygiene factors d. Dissatisfiers

c. Hygiene factors

Individual symptoms of low motivation include all of the following, EXCEPT: a. Lack of concentration b. Resistance to change c. Increased conflict d. Errors

c. Increased conflict

Name the 4 main listening types.

1. Active 2. Empathic 3. Critical 4. Listening for enjoying

List the 5 components of trust.

1. Integrity 2. Competence 3. Consistency 4. Loyalty 5. Openness

Active listening is used to evaluate the accuracy, meaningfulness, and usefulness of a message.

F (Critical Listening)

Central connectors keep the different subgroups in an informal network together.

F (Information Brokers do)

According to most studies, the average person on the job spends more time speaking than listening.

F (Its the other way around)

According to Mehrabian, high status is communicated non-verbally in the United States by bigger gestures, relaxed posture, and greater eye contact.

T

According to a study in the area of organizational communication, the best supervisors tend to be sensitive to the feelings of others.

T

Herzberg's (1966) motivator-hygiene theory found that satisfaction and dissatisfaction are not opposite conditions.

T

Interpersonal communication involves mutual influence, usually for the purpose of managing relationships.

T

Most decision makers rely heavily on verbal information from people they trust.

T

Nonverbal cues provide 93 percent of the meaning exchanged in face-to-face communication situations, including oral presentations and meetings.

T

Physical attractiveness generally leads to more social success in adulthood; attractive people receive higher initial credibility ratings than do those who are viewed as unattractive.

T

Trust includes all of the following components, EXCEPT: a. Openness b. Competence c. Consistency d. Attractiveness

d. Attractiveness

Within an organization, symptoms of low motivation among employees may include all of the following, EXCEPT: a. High waste costs b. High training costs c. High health insurance costs d. High salaries

d. High salaries