Chapter 2 Business Communication

Identify the examples of the use of paralanguage as a form of nonverbal communication. (Check all that apply.)

A father frowns and anxiously runs to his daughter who has just fallen. An ill student with a scratchy voice calls her professor to let him know that she will not be able to give her presentation. A customer clears his throat to let a busy cashier know that he is ready to check out.

Which of the following are examples of environmental factors of nonverbal communication? (Check all that apply.) Multiple select question.

A hospital delivery room is painted in soothing colors. An organization arranges product catalogs or sales awards in the reception area.

Identify the examples of the use of body language, or kinesics, as a form of nonverbal communication. (Check all that apply.)

A manager holds her hand up to defer questions in a meeting with her team members. A receptionist stands to denote that he is paying attention to the matter at hand.

Identify the true statements related to overcoming listening barriers in order to engage in effective listening. (Check all that apply.)

A powerful and effective way of owning the content presented to one by a speaker is to paraphrase the message. A person must identify his or her weaknesses before he or she can improve his or her listening skills. The most important factor in effective listening is being mentally prepared. A person must set listening priorities because he or she is often bombarded with several messages at once.

Identify the true statements about active listening. (Check all that apply.)

Active listening is appropriate in school or in the workplace. Active listeners concentrate at a high level on what is being said by participating mentally.

In the context of noise, identify the proactive techniques in effective listening. (Check all that apply.)

Avoiding distracting noise when possible Managing the noise one cannot control

In the context of nonverbal communication, ______________, or kinesics, consists of the gestures, movements, and mannerisms by which a person communicates with others.

Body Language

Mark, a software engineer, takes part in a conference on ubiquitous computing. Identify the techniques he can adopt for effective listening in this conference situation. (Check all that apply.)

Determine the listening objectives, and prepare accordingly Ask questions to the speaker if permitted Ensure that required equipment is fully charged and ready to use

Identify the guidelines for listening in casual conversations. (Check all that apply.)

Establish eye contact with the speaker. Listen for the speaker's ideas and feelings as well as for factual information.

True or false: Reading is synonymous with absorbing and mentally processing the information contained in the written communication. True false question.

False

The physical function of detecting sound is known as _____.

Hearing

In the context of nonverbal communication, match the categories of space according to North Americans (in the left column) with their typical ranges of distance that characterize them (in the right column). Intimate distance

Intimate Distance: From physical contact to 18 inches Personal Distance: From 18 inches to 3 feet Social Distance: From 3 feet to 7 feet Public Distance: 7 feet and beyond

Identify the true statements about listening. (Check all that apply.)

It effectively requires active concentration. It is an acquired skill.

Hearing something with thoughtful attention is termed _____.

Listening

Any distractions that interfere with listening are known as

Listening barriers

Which of the following are most likely the examples of active listening? (Check all that apply.)

Listening to a professor's explanation of an assignment Listening to a manager's directions on the procedure to follow for performing a task

Identify the suggestions to improve reading comprehension. (Check all that apply.)

Organize reading notes by making an outline. Take notes that include the main ideas.

Nonverbal communication through factors such as tone, pitch, quality, rate of speech, laughter, tears, belches, and even hesitation or sighs is known as .

Paralanguage

Concentrating at a low level and absorbing just enough of a speaker's words to stay involved in a conversation or speech is known as

Passive Listening

The cornerstone for interpreting nonverbal signals is _____. Multiple choice question.

Perception

Which of the following are the elements of the listening model? (Check all that apply.)

Recalling Hearing Retaining Interpreting

Which of the following are strategies employed by good listeners using their available time? (Check all that apply.)

Relating a speaker's ideas to other known concepts Evaluating the correctness or validity of a message Outlining the main points of a message Recognizing a speaker's ideas and the connections among the ideas

Samantha, an architect, takes part in a conference on innovative ideas in architecture. Identify the guidelines she can follow for taking notes as part of effectively listening in this conference situation. (Check all that apply.)

She should read her notes as soon as possible after taking them. She should use highlighting or underscoring to emphasize major points.

Individuals and small businesses can use a free video calling service over the Internet to communicate with people at different locations. Identify the examples of this service. (Check all that apply.)

Skype Google Hangouts

___________ as it relates to nonverbal communication, is the physical distance maintained with others.

Space

In the context of listening in casual conversations, which of the following are nonverbal cues that let a speaker know one is listening to him or her? (Check all that apply.)

Standing or sitting facing the speaker Giving the speaker one's undivided attention Taking notes about the conversation if doing so is appropriate Following the listening customs of different countries

Identify the examples of listening barriers. (Check all that apply.) Multiple select question.

Talking, texting, or tweeting instead of listening Not concentrating on what is being said

Identify the characteristics of passive listeners. (Check all that apply.)

They understand or remember little of what is said. They often let a speaker's inflection or tone of voice signal when they should react by nodding, smiling, or saying "I see."

True or false: In the context of nonverbal communication, people in business must avoid touch that could be considered a condescending action or sexual harassment.

True

True or false: Messages are made stronger when both the verbal and the nonverbal communications convey the same thing.

True

True or false: When taking notes while reading, one should understand that important words or phrases in text material are in bold or italic type. True false question.

True

In the context of effective listening, identify the ways to overcome listening barriers. (Check all that apply.)

Turn good listening skills into effective communication. Improve listening skills. Listen with a positive attitude.

Which of the following are situations in which passive listening is appropriate? (Check all that apply.)

When one listens for pleasure When it does not matter whether or not one retains what one hears

One of the best methods to personally integrate a speaker's message is to _____.

decide how one can best use the information in the message

The purpose of taking notes while reading is to _____.

highlight the most important points in the material

As a good listener, a person should ensure that _____.

his or her own ideas do not interfere with listening to the ideas of others

In most listening situations, a person has only one chance to absorb and comprehend a speaker's words, so he or she cannot afford to let his or her attention wander. Listeners tend to relax and listen to only part of what is being said because _____.

of their ability to understand faster than people speak

Listening is different from the other communication skills in that _____.

one is probably not taught to listen

Rita, a sales manager, takes part in a conference on innovative selling techniques. To effectively listen in this conference situation, she should not _____.

prejudge a speaker based on the speaker's mannerisms, voice, speech patterns, or appearance

Joseph, a musician, takes part in a conference on contemporary classical music. In the context of taking notes as part of effectively listening in conference situations, he should not _____.

substitute note taking for active listening

A meeting held by means of advanced telephone and sometimes computer technology that enables people from several locations to participate simultaneously is known as a(n) .

teleconference

One of the keys to effective listening is _____. Multiple choice question.

understanding that it is one's responsibility to stay focused