Chapter 2 Bcom

Which of the following statements about judging and interpersonal communication are true?

Judging can lead to lingering animosity against the peroson with the judger mind-set Judging is one of the worst nonlistening behaviors

Which of the following is a common barrier to effective listening?

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

what is civility

an extension of emotional intelligence and respect for other people's dignity and importance

understanding and relating to the needs of others is called

empathy

domains of EQ include

empathy, relationship management, self - awareness

which of the following questions demonstrate a learner mindset?

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

in interpersonal communication , the term "meaning" refers to

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

which of the following are true of leading questions?

they are often seen as being dishonest , they are used to lead others to your way of thinking.

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 of the following are examples of judger statements?

1) "I am the only one here who knows anything about advertising, so there is no need to hear other opinions."2) "This is how we will take care of this issue. I do not want to discuss it further."

Which of the following statements about eye contact are true?

1) Those who achieve eye contact are more likely to build rapport and empathy2) Differences can be resolved more readily when participants make eye contact

To improve self-management, it is helpful to

1) avoid impulsive behavior that sabotages your ability to achieve goals2) keep most of your attention on improving and succeeding, not reliving past failures3) take time to relax and clear your mind

In interactions, touch between strangers can positively impact which of the following?

1) loyalty 2) connection3) truthfulness

True about communication technology:

Communication technology can be a barrier to effective listening Technology continues to create new opportunities for people to communicate with one another effective listening can be reduced if a person relies too much on communication technology

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.

in the business world, one of the most symbolic shows of friendship, camaraderie, hospitality, greeting, and shared purpose is the

Handshake

How does Michael Hoppe define active listening?

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

People with low self-management tend to be pessimists. This means they are likely to

Look back a past events instead of looking forward to the future.Feel trapped in unhappy, disappointing circumstances.Believe that any failures means they are incompetent.

Managers and executives in such fields as finance and accounting-

Need emotional intelligence to interact with colleagues and clients

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 was Fran doing?

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 for reducing barriers to effective listening?

She should go to the office from time to time to engage in face-to-face communication

Which of the following statements are generally true of people with high emotional intelligence?

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

Which of the following are reasons that defensive comments tend to end listening?

They prematurely shift attention from the speaker to the listenerThey lead to a reduction in trust and block the honest exchange of information

Tracey has been a flight attendant for decades. She is working the main cabin but is accustomed to working the first-class cabin. She worked back-to-back flights and is tired. As the passengers board, Tracey notices several crying babies and many oversized pieces of luggage. Still, she pastes a smile on her face and nods to passengers who are good at reading nonverbal communication would likely interpret Tracey's smiles and nods in which of the following ways?

Tracey's smile is forced and not genuine

which of the following situations describes emotional hijacking?

a person behavior is controlled by emotion

dwayne works for 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 dont say anything in response, how is dwayne likely to interpret their silence?

as agreement

jerome is talking to his boss , blanca , about a problem he is having with a project . jerome has explained only part of the problem when blanca jumps in and briefly tells him about how they can fix the issue going forward . which guideline for providing advice did blanca violate?

avoid giving advice too soon

Which of the following is the best way to accurately interpret nonverbal signals?

consciously practice each day; learn to understand nonverbal signals from those who you frequently interact

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

decoding

it is important to behave with civility in the workplace b/c it

demonstrates good character, sometimes calms a volatile situation , indicates concern for others

Dan's main priorities at his job are to keep projects and employees organized, productive, and on budget. Dan's motives would best fit which of the following motives in the motivational value system?

directing

when anna tells jim she thinks another employee has been reading his private e-mail, jim flies into a rage, accuses anna of being the culprit and says he never wants to work with her again . this behavior would be a case of which of the following ?

emotional hijacking

what does eq mean?

emotional quotient

which of the following are reduced by incivility in the workplace ?

employee loyalty to the company , employee job satisfaction, the effectiveness of company's leaders

Solution-oriented questions are asked in hopes of

finding an answer to a business problem.Focus on what should be done

which of the following are examples of physical noise in interpersonal communications

hard rain preventing athlete from seeing hand signs , garbled cell phone connection, clatter of dishes during conversation in restaurant

people often feel disrespected at the workplace when someone

insulting comments , glaring or displaying other unfriendly expressions, tells jokes about personal traits such as gender

describe the clarifying aspect of active listening?

involves ensuring you accurately comprehend what others mean.

it is important to behave with civility in the workplace because

it indicates concern for others sometimes calms a volatile situation It demonstrates good character

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 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.

bob attended a small town high school and then worked at a department store. which of the following persons will he most likely be able to communicate with easily .

joe who attended a small - town high school and then worked at a hardware

which of the following are poor types of questions ?

leading questions, cross-examination questions, statements disguised as questions

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

which of the following are examples of physiological noise in interpersonal communication?

memory loss, partial deafness, sickness

incivility in the workplace can reduce an employee's

motivation , tendency , and productivity

interpersonal communication includes

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

in order to pay proper attention and demonstrate your eagerness to understand what another person has to say , which of following should you do?

nod when appropriate , lean forward

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

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

paraphase what you are hearing

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

paraphrase what you are hearing

modern society has has contributed to a loss civility b/c

people no longer expect to be ostracized for bad behavior , it is easier to be rude and callous to a stranger, people are less apt to be part of a long lasting community where everyone know each other

which two of the following describe common non listening behaviors ?

prematurely deflecting attention from speakers, preventing speakers from fully stating their lives.

marcie works at a large law firm and is an introvert . in which of the following situations would marcie feel most comfortable ?

preparing docs to submit to the court

mary is having a bad day at work and is feeling sad , she attends a team meeting in which the speaker is a colleague who has been rude to her in the past , mary immediately thinks that will never work , mary perception is influenced by

psychological

leila is at a conference and does not know anyone , so she walks up to a group of people talking near the refreshments table in the hopes of breaking the ice and making some new contacts . what type of questions should leila begin by asking?

rapport- building questions

being able to manage interactions successfully by using your knowledge of your emotions and the emotions of others is known as

relationship management

A supervisor tells an employee, "send me a memo as soon as possible." The employee finishes the important project she was doing 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

how common is semantic noise in business conversations ?

semantic noise occurs in nearly all business conversations

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

shared meaning

being able to interpret and perceive the meaning of nonverbal communication through careful observation and examination is known as

sight reading

Being able to interpret and perceive the meaning of nonverbal communication through careful observation and examination is known as

sight-reading

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

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

in which of the following situations would an extroverted professional likely perform more strongly than an introverted counterpart ?

speaking at a press conference , networking at a party

the most effective strategies for dealing with intense anger include

temporarily stepping away from the situation. writing about the feelings experienced and analyzing them , reviewing the events rationally.

incivility in retail stores , respondents in a survey said that

they often kept silent about the bad service they experienced , poor service often caused them to leave the store , employees often acted as if the customer were not there

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

they understand that it is important to make time for listening

part of paying attention means trying to

understand everything said from the perspective of the speaker

people who are self aware

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

when basic worth and dignity are not acknowledged, people tend to feel

undervalued , unwelcome, less enthusiastic about cooperating with others

a person with good self-management skills will

use both positive and negative emotions to meet goals exercise discipline to achieve long term goals be aware of emotion as it is occurring and control it

which of the following is an example of a rapport - building question?

what did you think about the online sales tactics conference you attended.

The lack of civility by salespersons in a retail store can hurt the business because some customers

will fail to get the help they need to find the merchandise they want to buy. will become angry and leave instead of purchasing merchandise. will not tell employees about complaints that they have.

which of the following are examples of the type of question that a highly self- aware communicator might ask.

with which type of audience do i feel the most impatience what strategy can i follow to stay focused when i begin to feel impatient in a presentation.

You want to make your colleague feel comfortable talking to you. You notice that he generally sits back in his chair with his arms on the arm rests and one leg crossed at the ankle. He usually wears a serious expression on his face but holds eye contact. Which of the following should you do to make him feel most comfortable?

you should look him in the eyes, give him adequate personal space, and sit with one leg crossed at the ankle to put him at ease.