MADM 210 | Ch. 2

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 are examples of nonlistening behaviors?

1) "me too" statements 2) advice-giving statements 3) judging

Which of the following would be effective ways to begin an effective clarifying statement?

1) "what are your thoughts on..." 2) "could you explain how..." 3) "I'm not sure I understand..."

Which of the following are involuntary movements made by the eyes?

1) CLEM (conjugate lateral eye movement) 2) dilated pupils

Which of the following statements about sharing your ideas as a listener are true?

1) It is a component of active listening 2) It is unfair not to share your thoughts and ideas

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

1) Something that distorts the message being communicated. 2) Something that interrupts the message being communicated.

Which of the following statements about eye contact are true?

1) Those who achieve eye contact are more likely to build rapport and empathy 2) Differences can be resolved more readily when participants make eye contact

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

1) a short attention span 2) a lack of patience

To improve self-management, it is helpful to

1) avoid impulsive behavior that sabotages your ability to achieve goals 2) keep most of your attention on improving and succeeding, not reliving past failures 3) take time to relax and clear your mind

Which of the following are sources of psychological noise in interpersonal communication?

1) emotions 2) attitudes 3) ideas

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

1) ensuring you grasp others' perspectives 2) asking others to offer clarifying details about their thoughts

Which of the following are examples of physical noise in interpersonal communication?

1) hard rain that prevents an athlete from seeing a coach's hand signals 2) a scratchy, garbled cell phone connection 3) the clatter of dishes during a conversation in a resturant

Sometimes people fail to reach the same understanding about what is being said. This can be caused by interference from which of the following?

1) internal noise 2) external noise 3) lifetime experience

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

1) loyalty 2) connection 3) truthfulness

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

1) sickness 2) partial deafness 3) memory loss

Which of the following views of listening are not usually effective, especially in flat organizations?

1) that leading requires a command-control approach 2) that listening too much indicates indecisiveness 3) that strong leaders need to do most of the talking

Which of the following are elements of handshakes designed to show respect, camaraderie, openness, and shared purpose?

1) the handshake should last for two to three seconds 2) you should hold your hand straight up and down

People who are self-aware

1) understand their own emotions as they occur 2) pay close attention to their internal states 3) know what makes them feel various emotions

which of the following situations describes emotional hijacking?

A person's behavior is controlled by emotion

Because Sand 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

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

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 is the best way to accurately interpret nonverbal signals?

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

When two people send and receive verbal and nonverbal messages, this is called

interpersonal communication

How does Michael Hoppe define active listening?

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

Which of the following is true of listening?

it requires more than simply hearing

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

lean forward & nod when appropriate

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(n) ___________ 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 _______ mind-set.

learner

Armando and Sally are having a conversation about how to increase repeat customers at their stationery shop. Armando suggests that they create a monthly contest in which customers can win a discount of 30% off their next purchase. Sally responds by saying, "I'm not sure I understand how that will create repeat customers. Can you explain how this will work?" Sally has made a

learner statement

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

Emotional hijacking could typically lead to all the following behaviors except

responding calmly and logically to a personally critical remark someone has made

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

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

sight-reading

In interpersonal communication, the term meaning refers to

the idea or feeling that a speaker intends to communicate

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

they understand that it is important to make time for listening

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.