Chap 2

61) ________ is/are the primary means of expressing emotions nonverbally. A) Gestures B) The face C) Personal appearance D) Touch E) The use of time and space

B) The face

22) Which of the following is true for feedback for a writing project? A) Destructive feedback delivers criticism with no effort to stimulate improvement. B) Feedback is constructive and always results in improvement. C) Constructive criticism makes no effort to stimulate improvement. D) Constructive criticism focuses on personal shortcomings. E) Destructive feedback focuses on the process and outcomes of communication.

A) Destructive feedback delivers criticism with no effort to stimulate improvement.

43) ________ listening aims to understand the speaker's feelings, needs, and wants so that the listener can appreciate his or her point of view, regardless of whether the listener shares that perspective. A) Empathic B) Content C) Selective D) Critical E) Creative

A) Empathic

15) ________ refer(s) to computer-based systems that let people communicate, share files, review previous message threads, work on documents simultaneously, and connect using social networking tools. A) Groupware B) Firmware C) Virtualizations D) Operating systems E) E-commerce systems

A) Groupware

6) Which of the following is true for teamwork? A) It entails higher costs for a company, in terms of time as well as money. B) The diversity of perspectives offered by a team always improves decisions. C) Those who participate in team decision-making often become jaded and discourage others from supporting it. D) Groupthink is an advantage of teamwork as it encourages rapid consensus. E) Conflict is a sign of ineffective teamwork and should be discouraged.

A) It entails higher costs for a company, in terms of time as well as money.

66) Which of the following is true for the use of mobile phones in the workplace? A) Mobile phones have the potential to boost productivity if used mindfully. B) Texting during meetings is now an accepted practice in offices. C) Mobile phone etiquette demands that all incoming calls are answered immediately. D) Restrictions on mobile phone use during meetings drain productivity. E) It is permissible to make unlimited personal calls during work hours if you use a mobile phone.

A) Mobile phones have the potential to boost productivity if used mindfully.

58) ________ communication is the process of sending and receiving information, both intentionally and unintentionally, without using written or spoken language. A) Nonverbal B) Qualitative C) Informal D) Informational E) Visual

A) Nonverbal

31) Which of the following is true of parliamentary procedure? A) Parliamentary procedure is important to ensure that formal meetings run smoothly. B) Parliamentary procedure is ineffective during virtual meetings and videoconferences. C) Using parliamentary procedure during a meeting makes the presence of a leader unnecessary. D) All meetings will be ineffective unless parliamentary procedure is used. E) Parliamentary procedure is used only for informational meetings, which require no participation.

A) Parliamentary procedure is important to ensure that formal meetings run smoothly.

16) ________ are online "virtual offices" that give everyone on a team access to the same set of resources and information. A) Shared workspaces B) Web cubicles C) Shared hosting D) Firmware E) Creative commons

A) Shared workspaces

34) ________ technologies can convey nonverbal subtleties such as facial expressions and hand gestures and enable realistic conferences in which participants thousands of miles apart almost seem to be in the same room. A) Telepresence B) Whiteboard C) Parliamentary D) Intranet E) Extranet

A) Telepresence

63) Which of the following is true for nonverbal communication? A) Vocal characteristics are both intentional and unintentional means of nonverbal communication. B) The meaning of gestures remains constant, though facial expressions may differ. C) Eye contact has a universal meaning across cultures and languages. D) Intentional postures or gestures are not means of nonverbal communication. E) All nonverbal communication is unintentional, while all vocal communication is intentional.

A) Vocal characteristics are both intentional and unintentional means of nonverbal communication.

21) Which of the following statements is an example of constructive criticism? A) Your argument will be stronger if you rewrite the introduction to include more details about the event. B) There were three factual errors in the document you sent. You have been very careless of late. C) Your meaning is unclear, you should rework the document for more clarity. D) Your method of organizing information is inappropriate for the subject. E) You need to improve your style of writing, it is not suited to the topic.

A) Your argument will be stronger if you rewrite the introduction to include more details about the event.

24) Which of the following is an example of an informational meeting? A) a meeting to announce the scope of new PR campaign for a company B) a meeting to decide and allot responsibilities for individual employees for the coming week C) a meeting to analyze the status of an ongoing project and obtain feedback about performance D) a meeting to find a solution to control rising overheads E) a meeting to persuade participants to make a donation to a charity

A) a meeting to announce the scope of new PR campaign for a company

19) In social networking, ________ are mechanisms for finding and communicating with other members. A) connections B) wikis C) archives D) forums E) add-ons

A) connections

44) Amy volunteers at a helpline for kids. Though she's not a qualified counsellor, her job is to listen to the callers, and understand their feelings and points of view. She is trained not to judge the speaker's feelings and doesn't jump in with advice unless the person asks for it. Instead, she lets the callers know that she appreciates their feelings and understands the situation. Once she establishes that connection, she helps the speaker search for a solution. This is an example of which of the following types of listening? A) empathic listening B) critical listening C) selective listening D) content listening E) creative listening

A) empathic listening

17) Orion Ltd. is a toy company headquartered in El Paso, Texas, with distributors throughout the United States. At present, the company keeps in contact with its distributors through telephone and e-mail, communicating confidential information about new products and prices. Distributors contact Orion's headquarters to communicate their queries or requirements, but responding to these questions is a time-consuming process. Orion wants to upgrade to a secure online system through which distributors can access information from the company and communicate their queries or complaints. Which of the following methods is most suited for this purpose? A) extranet B) teleconferencing C) videoconferencing D) social networking E) virtual whiteboards

A) extranet

27) Jim is the manager at a product development facility. His team has just been given a new assignment and he needs to hold a meeting to tell the team about it and discuss possible approaches to the assignment. To achieve this, Jim needs to hold a(n) ________ . A) informational meeting, because he is conveying information about the assignment B) feedback meeting, to discuss the individual performances of the employees C) one-on-one meeting with every team member to tell them their responsibilities D) decision-making meeting, because the meeting will cover possible actions E) review meeting, because the team will need to review its previous performance

A) informational meeting, because he is conveying information about the assignment

10) Sensient Solutions picked out a team from its employees to research and develop a new software product. The team outlined the requirements for the product and set a deadline for the research process, leaving individual developers free to explore and research their own ideas. When the team finally began to evaluate the results of the research, it was found that a lot of the effort had been duplicated, resulting in a waste of time and resources. Which of the following guidelines for collaborative work did the team ignore? A) Agree on project goals before the start of the project. B) Clarify individual responsibilities. C) Select collaborators carefully. D) Make sure tools are compatible across the team. E) Give the team time to bond before beginning.

B) Clarify individual responsibilities.

32) Patrick's sales department meets to discuss targets and strategies for the coming month. As the head of the department, Patrick invites inputs from all the employees, but Brendan dominates the meeting, offering multiple suggestions, while the others do not participate. What should Patrick, as the leader, do in this situation? A) He should adopt Brendan's suggestions as they are the only options. B) He should remind Brendan that time is limited and the others need to be heard as well. C) He should ask Brendan to leave the meeting. D) He should ignore Brendan's suggestions and invite responses from other participants. E) He should call off the meeting and invite written suggestions.

B) He should remind Brendan that time is limited and the others need to be heard as well.

7) Which of the following is true for ineffective teams but not for effective teams? A) There are conflicts of opinion between team members. B) Poor communication prevents the team from reaching its goal. C) Setting up the team involves coordination costs in terms of time and money. D) Interpersonal friction is likely to exist. E) There is a diversity of views as members have different opinions.

B) Poor communication prevents the team from reaching its goal.

30) The best-known guide to parliamentary procedure is ________. A) the SEC Standards of Ethics B) Robert's Rules of Order C) the Business Code of Practice D) Iacocca's Rules of Order E) the Code of Professional Conduct

B) Robert's Rules of Order

50) ________ leads listeners to filter incoming messages to fit what they already believe about a given subject. A) Critical listening B) Selective perception C) Empathic listening D) Active listening E) Misdirection

B) Selective perception

60) Cosmetics company Clarity needs to salvage its reputation after a safety scare and product recall. The CEO holds a press conference to reassure consumers that their concerns have been addressed and the products are now safe, explaining the measures taken to address the problem. Though his speech is worded perfectly and he answers questions from reporters well, the following day's newspapers are skeptical about his claims, saying he seemed nervous and ill-at-ease. Which of the following is an accurate explanation for this? A) The reporters were determined to disbelieve the CEO's message. B) The CEO's nonverbal communication did not match the spoken words. C) Press conferences are not an effective way of conveying a message. D) Product safety messages are best conveyed through demonstration, not explanation. E) The CEO's nonverbal communication strengthened his message.

B) The CEO's nonverbal communication did not match the spoken words.

39) D&B Solutions currently uses teleconferencing and telepresence technologies to hold meetings with executives in different locations, but is now considering switching over to virtual meetings in virtual worlds such as Second Life. Which of the following, if true, would weaken D&B's decision to opt for virtual meetings? A) Virtual worlds such as Second Life are user-friendly, require little technical knowledge, and are cost-effective in the long term. B) Virtual meetings allow participants to multitask. C) More than the mode used for communication, the success of any official interaction depends on the involvement of the participants. D) Virtual meetings are considered to be the most modern and progressive method of business communication. E) Companies usually find it very difficult to establish a successful brand presence on virtual worlds such as Second Life.

B) Virtual meetings allow participants to multitask.

12) "________" is the Hawaiian word for "quick," and refers to a website technology that allows team members to revise the content of a website as they get new ideas. A) Java B) Wiki C) Tele D) Intra E) Hula

B) Wiki

13) TGA Solutions has employees in branches across the United States. The company wants to create a common site for information about all the projects its employees tackle, the solutions they offer, and the outcomes of these solutions over time. Most of its employees are not well-versed with creating web content, but will be required to update the site frequently by themselves, adding their observations and experiences. Which of the following technologies is the best option for both TGA and its employees? A) a centrally-controlled content management system B) a wiki C) a social networking site D) telepresence technologies E) a virtual whiteboard

B) a wiki

18) Trinkets began as a small family business in Boston, but has since spread throughout the country and now employs more than a thousand people. Though each branch operates almost independently, the owners want to develop a feeling of community among Trinkets employees. Which is the most convenient way for all the employees across the country to get to know each other? A) conducting regular teleconferences among employees B) developing a community for the company on a social networking site C) organizing virtual meetings regularly D) developing a content management system for the company E) videoconferencing at every opportunity

B) developing a community for the company on a social networking site

45) Which of the following is an aid to effective listening? A) lack of common ground B) ignoring personal biases C) prejudgment D) listening selectively E) selective perception

B) ignoring personal biases

37) Derek coordinates the sales staff for a pharmaceutical company. As the salespersons frequently travel across the country, arranging meetings with everyone at the same time is difficult. Most of the salespeople do not have laptops, but rely on their smartphones for communication. Which of the following is the easiest way for Derek to arrange a meeting with all the salespeople? A) social networking B) instant messaging C) videoconferencing D) telepresence E) intranets

B) instant messaging

33) During meetings, it's good practice to appoint a person to record the ________, a summary of the important information presented and the decisions made during the meeting. A) agenda B) minutes C) bulletin D) inventory E) timetable

B) minutes

71) Which of the following is a violation of workplace etiquette? A) switching off mobile phones during meetings B) multitasking while using IM for business communication C) assuming that anything you type will be stored forever and read by other people D) avoiding the use of "reply all" when replying to e-mails E) using virus protection when sending a file

B) multitasking while using IM for business communication

36) PR firm Psylent Hill wanted to generate new techniques and ideas for promotions. The company decided to source ideas from all its employees, located in branches across the country. It invites employees to share and discuss ideas on the company intranet. At the end of the campaign, Psylent Hill had generated many viable promotional strategies. This method of generating ideas is known as ________. A) groupthink B) online brainstorming C) outsourcing D) social networking E) teleconferencing

B) online brainstorming

29) Formal meetings often use ________, a time-tested method for planning and running effective meetings. A) a code of ethics B) parliamentary procedure C) rules of etiquette D) judicial review E) networking

B) parliamentary procedure

1) Teams are at the core of ________ management, which is the effort to involve employees in the company's decision-making process. A) change B) participative C) top-down D) personnel E) process

B) participative

49) In the listening process, the step that involves storing the received information for future processing is ________. A) encoding B) remembering C) stocking D) decoding E) computing

B) remembering

52) Which of the following is a barrier to effective listening? A) content listening B) selective listening C) empathic listening D) critical listening E) active listening

B) selective listening

53) Abby is at a technical seminar on biotechnology. Though she's supposed to be taking notes, her mind begins to wander. She only begins to pay attention again when the speaker turns the discussion to cloning, because she has an interest in the subject. Which of the following describes Abby's type of listening? A) active listening B) selective listening C) empathic listening D) content listening E) critical listening

B) selective listening

65) A pharmaceutical company has branches across the country. It needs to cut costs and so decides to hold a teleconference instead of a face-to-face meeting. In this scenario, which of the following forms of nonverbal communication is likely to have the most impact on the effectiveness of the meeting? A) hand gestures B) vocal characteristics C) facial expressions D) personal appearance E) spatial relations

B) vocal characteristics

56) Listening is the most important skill needed to get things done in the workplace. Which of the following is true for effective listening? A) Taking notes during a lecture is not advised as it is a distraction from the speaker. B) Questioning the speaker or criticizing his argument is a sign of ineffective listening. C) Certain nonverbal signals from the audience discourage the speaker. D) Effective listening can only take place when the audience shares the speaker's views. E) Trying to understand the speaker's motivations and beliefs is an obstacle to effective listening.

C) Certain nonverbal signals from the audience discourage the speaker.

3) Simon has just launched a startup and has big ideas for the company. He assembles a large team of people from different backgrounds who have the skills he needs to get the job done. Simon's brother criticizes this, saying that such a large team will result in too much conflict, because the different team members will all have individual approaches to a problem. Which of the following should Simon say to effectively counter this argument? A) Simon should say that larger teams have been proven to perform better. B) Simon should say that the larger the team, the fewer the chances of conflict. C) Simon should say that the variety of perspectives can improve decision-making. D) Simon should say that working as a team will encourage members to eventually think alike. E) Simon should say that a larger team is more efficient in its use of resources.

C) Simon should say that the variety of perspectives can improve decision-making.

47) Using one's own values, beliefs, ideas, and expectations to assign meaning to sounds and words is called ________ in the listening process. A) receiving B) evaluating C) decoding D) analyzing E) responding

C) decoding

5) Jean's eight-member team met to discuss their strategy for completing a project. Though Jean and her colleague Jenna didn't agree with the proposed plan, they didn't voice their disapproval when the plan was put to vote, because the rest of the team agreed with it. Jean and Jenna's behavior in this situation can be explained by the phenomenon of ________. A) brainwashing B) coercion C) groupthink D) hidden agendas E) mob mentality

C) groupthink

28) The purpose of an agenda is to ________. A) summarize the important information presented and the decisions made during a meeting B) set out the parliamentary procedure to run the meeting C) guide the progress of the meeting so that all participants know what will be presented D) record the proceedings of the meeting in detail as they happen E) give non-participants an overview of what took place at a meeting once it is over

C) guide the progress of the meeting so that all participants know what will be presented

38) In which of the following methods of holding business meetings is nonverbal communication absent? A) telephone conferences B) video conferences C) instant messaging D) telepresence technologies E) in-person meetings

C) instant messaging

54) One of the barriers to effective listening is prejudgment. This refers to ________. A) staying tuned out until you hear a word or phrase that gets your attention B) filtering incoming messages to fit what you already believe about a given subject C) making up your mind before truly hearing what the speaker has to say D) evaluating the meaning of the speaker's message, the speaker's intentions and motives E) making a conscious effort to turn off your personal filters and biases

C) making up your mind before truly hearing what the speaker has to say

2) Teams can increase performance levels by ________. A) encouraging groupthink B) discouraging consensus C) pooling experience D) duplicating effort E) promoting hidden agendas

C) pooling experience

20) In social networking, the information stored about each member of the network is known as a(n) ________. A) wiki B) connection C) profile D) agenda E) archive

C) profile

46) Which of the following is the accurate sequence of steps in the listening process? A) receiving, evaluating, responding, decoding, remembering B) remembering, evaluating, responding, receiving, decoding C) receiving, decoding, remembering, evaluating, responding D) receiving,responding, remembering, evaluating, decoding E) receiving, remembering, evaluating, decoding, responding

C) receiving, decoding, remembering, evaluating, responding

51) In selective listening, listeners ________. A) filter messages to fit what they already believe about a subject B) tend to take control of the conversation C) tune out until they hear something that gets their attention D) make up their minds before truly listening to the speaker E) make a conscious effort to turn off their own filters and biases

C) tune out until they hear something that gets their attention

40) The goal of content listening is to ________. A) understand the speaker's feelings, needs, and wants B) analyze the speaker's intentions and motives C) understand and retain the information in the speaker's message D) critique the speaker's style and any limitations in the presentation E) evaluate the logic of the argument

C) understand and retain the information in the speaker's message

25) Which of the following is an example of a decision-making meeting? A) A manager has to tell his team about the new leave policy. B) The chairman of the board holds a meeting to announce his retirement. C) The department meets to review the progress of a project. D) A team meets to determine a strategy to counter a competitor. E) The team gathers to celebrate the completion of a project.

D) A team meets to determine a strategy to counter a competitor.

26) Which of the following is true in the case of business meetings? A) The more participants there are, the more likely it is that a meeting will see effective results. B) Decision-making meetings should include all the people likely to be affected by the decisions. C) Informational meetings involve analysis, problem solving, and in many cases, persuasive communication. D) Decision-making meetings should include only those people likely to help the meeting reach its objective. E) The purpose of the agenda is to help the leader guide the progress of the meeting; participants need not know the agenda.

D) Decision-making meetings should include only those people likely to help the meeting reach its objective.

69) Ellen is the moderator of her company's complaints forum. Customers post their queries or complaints on the forum, and Ellen provides them answers or solutions. Which of the following guidelines must Ellen follow? A) Avoid long words; wherever possible, use shortened spellings and acronyms. B) Always start new topics on the original thread; don't change threads. C) Use acronyms to save time and make it easier for readers to skim through. D) Focus on the subject at hand, not on personal characteristics of respondents. E) In order to save time for readers, avoid providing supporting statements.

D) Focus on the subject at hand, not on personal characteristics of respondents.

4) ________ occurs when peer pressure causes team members to withhold contrary or unpopular opinions. A) Free riding B) Social loafing C) Collaboration D) Groupthink E) Feedback

D) Groupthink

11) Nicholas and his team need to write and design a small brochure for an insurance plan. Which of the following methods is the ideal way to go about this? A) Agree on a central idea for the brochure and then begin writing together. B) Allocate every task, from planning to writing, equally among all members of the team. C) Assign parts of the project to certain members and allow them to decide the concept and write in their own styles. D) Outline the brochure together but assign the task of writing to one person. E) Divide the writing equally among all team members and have each person review another person's work.

D) Outline the brochure together but assign the task of writing to one person.

23) Ruth is the editor of Bliss, a lifestyle magazine. Rachel has written a substandard article for the magazine and Ruth has to give her feedback to help her improve the piece. Which of the following is the most effective way to offer feedback? A) Ruth should mark out the faults in the article and send it back to Rachel. B) Ruth should ask Rachel to explain why she made so many mistakes. C) Ruth should tell Rachel the shortcomings of her method and approach to writing. D) Ruth should point out weak areas in the article and suggest alternative approaches. E) Ruth should compare Rachel's methods to the standards of the magazine to bring out the flaws in the article.

D) Ruth should point out weak areas in the article and suggest alternative approaches.

35) Which of the following is true for online meetings through telepresence technologies? A) The use of parliamentary procedure is not possible in online meetings. B) Nonverbal communication is insignificant in meetings using telepresence technology. C) Rules of etiquette are generally relaxed and online meetings are usually informal. D) Telepresence allows participants to convey more nonverbal signals than other virtual methods. E) As participants in online meetings are far apart, a leader is not necessary to monitor meetings.

D) Telepresence allows participants to convey more nonverbal signals than other virtual methods.

14) Emma wants to set up a wedding planning website for weddings in her city. She needs a site where caterers, florists, and designers from the city can post their offerings and prices for a fee. As the products and rates will change with the seasons, the site will have to be updated often by the sellers themselves. Prospective customers should be able to register on the site to read the information, but should not be able to make any changes to the site. Which of the following is the best option for Emma? A) a social networking site B) a central content management system C) a public wiki D) a private wiki E) a virtual whiteboard

D) a private wiki

8) Which of the following is a characteristic of an effective team? A) conformance to the common opinion B) withholding contrary opinions C) individual agendas D) conflict resolution E) limited communication

D) conflict resolution

41) Marty is a reporter for his college magazine. A controversial speaker has been invited for the college's graduation ceremony and Marty needs to write a clear, unbiased account of the speaker's views, disregarding the speaker's motivations and the implications of the speech. Which style of listening is most suited to this purpose? A) selective listening B) critical listening C) empathic listening D) content listening E) passive listening

D) content listening

48) Which is the first step in the listening process? A) decoding B) reacting C) evaluating D) receiving E) remembering

D) receiving

9) When undertaking a collaborative writing project, which of the following steps is best undertaken by individual team members rather than by the team working as a group? A) outlining the project B) determining project goals C) planning D) writing E) research

D) writing

67) Which of the following statements about workplace etiquette is true? A) Dress codes in the workplace only matter if you interact with clients daily. B) Using strong perfumes, shampoos or after-shaves is acceptable as long as no one is allergic to them. C) Mobile ringtones should reflect personality and therefore be very audible at all times. D) Personal appearance in the workplace sends a strong signal to colleagues and customers, therefore you should dress as differently from other people as possible. E) Dressing modestly and simply is always recommended, whatever the company dress code.

E) Dressing modestly and simply is always recommended, whatever the company dress code.

64) Which of the following statements about touch as a means of nonverbal communication is true? A) Touch is a means of nonverbal communication that is not likely to be misinterpreted. B) Touch carries only intentional nonverbal messages. C) Touch is a universal means of offering comfort and reassurance and can be used across cultures. D) Attitudes to touch vary from culture to culture, but remain consistent within a single culture. E) Individual attitudes to touch vary widely, even within a single culture.

E) Individual attitudes to touch vary widely, even within a single culture.

59) Which of the following is true for nonverbal communication? A) Nonverbal communication has no effect on verbal communication. B) Nonverbal communication is always unintentional. C) Touch is the primary mode of nonverbal communication. D) Nonverbal signs and signals have the same meanings across cultures. E) Nonverbal signs have the ability to weaken a verbal message.

E) Nonverbal signs have the ability to weaken a verbal message.

62) Nonverbal messages ________. A) are always intentional B) have no effect on verbal communication C) are universal across cultures D) are rarely misinterpreted E) are either intentional or unintentional

E) are either intentional or unintentional

70) Which of the following is good etiquette for online business communications? A) using informal and nonstandard spelling, grammar, and punctuation B) multitasking while using IM or other tools C) always using the "reply all" function to reply to e-mails D) using colleagues' personal pages to send business messages E) assuming that what you type will be read by your boss or the security staff

E) assuming that what you type will be read by your boss or the security staff

42) In critical listening, listeners ________. A) evaluate the speaker's presentation style B) interpret the message using prejudgement C) criticize the speaker's argument D) interrupt the speaker to point out flaws in the speech E) evaluate the validity of the speaker's conclusion

E) evaluate the validity of the speaker's conclusion

68) Which of the following is proper etiquette during a business meal? A) using a mobile phone for other business calls B) discussing subjects like politics or religion at the beginning of the meal C) making conversation by asking personal questions D) beginning with business at the beginning of the meal itself E) only answering urgent calls during the meeting

E) only answering urgent calls during the meeting

55) Which of the following is NOT a part of effective listening? A) content listening B) critical listening C) summarizing D) questioning E) selective listening

E) selective listening

57) Parker has been a long-time supporter of one candidate for governor, whose policies and views he understands and agrees with. His editor sends him to cover a press conference for the opponent, whose policies he does not agree with at all. The editor tells him to listen with an open mind. Which of the following should Parker avoid? A) adjusting listening style to the topic B) overlooking stylistic differences C) giving the speaker nonverbal feedback D) mentally paraphrasing key points E) selectively perceiving information

E) selectively perceiving information

72) Groupthink leads team members to withhold contrary or unpopular opinions.

T

73) Those who participate in making a decision are more likely to support it and encourage others to accept it.

T

79) In decision-making meetings, participants persuade, analyze, and solve problems.

T

80) All meetings can benefit from an agenda.

T

82) It is appropriate for the leader of a meeting to ask shy individuals for their input on certain issues.

T

83) Formal meetings often use parliamentary procedure, a time-tested method for planning and running effective meetings.

T

84) Online brainstorming allows companies to generate ideas from people across the organization.

T

85) Effective listening requires the listener to evaluate the quality of the evidence and the logic of the argument.

T

88) Prejudgment, selective perception, and selective listening are barriers to being a good listener.

T

90) In a business environment, expectations regarding time and space vary from culture to culture.

T