Professional Communications Midterm Review
Rule #1 in writing a business email is to always be __________
professional
Using "reply all" is _________ a good idea
rarely
Which of the following conflict factors involve physical environment to which individuals are exposed?
situational factor
Which of the following is NOT a discussed result of conflict?
smooth communication
Employees understand that customer care is at the heart of a business being __________
successful
___________ learners prefer touch as their primary mode for taking in information
tactile
Emails are not _____________________. Spell words out, use complete sentences and proper punctuation.
text messages
when customers are leaving, it is important to thank them for coming even if ...
they didn't buy anything
_____________ like to take an objective approach and emphasize logic and analysis on their decisions
thinkers
Which of the following is NOT a basic element of communication?
thought process
Which is not a function of nonverbal communication
to humor others
which of the following is the main function of the second paragraph of a cover letter
to make yourself desirable
The subject field shows the ________ of your email. Leaving it blank or using it unwisely could lead to your email never being opened.
topic
Tactile learners learn best by ...
touching or doing
What involves selecting the appropriate channel of communication for the message delivery?
transmitting
which is not a characteristic of nonverbal communication
use of words
____________ prefer to have others so the talking
introverts
Which of the following statements is likely to be used in the avoidance conflict management style?
"I don't want to talk about it."
standard response time for a business email is ______ business hours
24-48
According to studies, how many American employees feel stressed at work?
40%
Which of the following statements describes the word "power"?
Ability to perform an action or the possession of control or influence over others
Saying "I understand how you feel right now," is an example of using which of the following active listening skills?
Acknowledging the feelings of the other party
Which of the following lists the three tools of resolving conflicts?
Active listening, collaborative attitude, positive language
Tyler and Kimberly are talking about which gift they should buy their parents for their anniversary. Tyler is not willing to compromise on his gift idea. This is an example of which of the following communication styles?
Aggressive
Which of the following is a linear model of communication which can be thought of as the model used for public speaking, persuasion and propaganda?
Aristotle's Model
Asking "What do you think about it?" is an example of using which of the following active listening skills?
Asking people to share their perceptions
___________ can be used when there is one main recipient but there are several other people, who all know each other, who need to be included on the email as well
CC (copy)
Chris and Susan are discussing their plans for the football game tomorrow night over the telephone. Which of the following would the telephone be considered in the scenario?
Channel
Which of the following statements describes a group conflict?
Conflict among 2 or more teams of the same organizations, or different organizations
Which of the following conflicts can be categorized as a group conflict?
Conflict between a company's sales and marketing departments
Which of the following statements describes a conflict?
Disagreement in which parties perceive a threat to their needs, interests or concerns.
A person with a collaborative mind is NOT likely to believe which of the following statements?
During a conflict, people should only focus on personal goals and final outcomes
Stephen and Joe are eating lunch together in the cafeteria. Joe asked Stephen how he did on his algebra test. Stephen answering Joe's question is an example of which of the following?
Feedback
____________ is the body of research on the processing differences between the left and right sides of the brain
Hemispherisity
Which of the following statements describes a conflict management style?
Individual's preferred way to respond to conflict
Which of the following is a relationship factor which contributes to conflicts?
Lack of trust
Which of the following is NOT an example of non-verbal communication
Listening
In the Shannon-Weaver Model, which of the following is physical interference such as loud sounds which could impact the reception of a message?
Noise
According to Dr. Sandra Collins, what are the three major types of factors which cause conflicts?
Relationship factors, personal factors, situational factors
Which of the following statements is likely to be used in the accommodating conflict management style?
Whatever you decide works for me
Which of the following third parties neither makes the final decision nor has extensive expertise related to the conflict?
a facilitator
Which of the following third parties should be involved when the conflicting parties believe they can reach a solution, but need a third party to manage the process?
a facilitator
Which of the following third parties helps conflicting parties clarify the situation and decide on a solution?
a mediator
Which of the following is NOT a discussed example of a threat which causes a conflict?
a threat to ones family
What are the two types of listening?
active and passive
It is important to listen t that the customer has to say as well as show the customer that you are ________ listening
actively
Which of the following communication styles can involve manipulation or intimidation to achieve an end goal?
aggressive
Which of the following third parties has clear control over the final agreement?
an arbitrator
Which of the following third parties is given authority and hears all sides of a case, discusses it with each party, and makes a final judgment based on the information gathered?
an arbitrator
_______________ learner can absorb a lecture with little effort
an auditory
Judges and juries are examples of which of the following third parties?
arbitrators
Asking "Could you give me an example of what you mean?" is an example of which of the following active listening skills?
asking clarifying questions
Which of the following communication styles can be referred to as a "broken record"?
assertive
Which is not one of the four key characteristics of excellent customer service
assertiveness
If a person simply refuses to deal with a conflict and is indifferent to the outcome of the conflict, which of the following conflict management styles has he or she chosen?
avoidance
Facial expressions aid in all of the following except
breaking through the stress in the room
____________ is a statement describing your career interests and showing a reviewer what you hope to achieve through a position
career objective
what is the most common style of resume
chronological
Which of the following is the most effective management style in most conflicts?
collaborative
What is the interchange of thoughts, opinions or information by speech, writing or signs?
communication
Which of the following refers to the way a message is conveyed?
communication style
Which of the following conflict management styles is high in assertiveness and low in cooperativeness?
competitive
Susan and Lee were in a conflict. Susan claimed she would give up part of her interests if Lee gave up part of his. This is an example of what type of conflict management style?
compromising
Which of the following is an example of a conflict caused by a personal factor?
conflict between two employees who have different personalities
The ability of an employee to take care of a customers' needs and make sure they are satisfied with the service or product
customer service
When customers are angry and upset it is important to remain calm, helpful, and positive. By doing so you will most likely ___________ the customer's anger.
de-escalate
David, the manager of a bookstore, prefers to directly point out other's mistakes. Some employees see his communication style as rude and aggressive. Which of the following can cause such a conflict?
differences in work styles
In the Transactional Model of Communication, which of the following overlaps to show how the similarities in the communicators can have an impact on the delivery of a message?
experience
_________ like talking with others and taking action
extroverts
Which of the following is not a component of paralinguistics
facial expressions
Hearing & Listening are the same thing? true or false
false
__________ prefer emotion to logic
feelers
which is not left- brain strength
feelings
Which is the suggested format to use when creating an e-mail address for job searching
A cover letter should not be __________
generic
The first paragraph of a cover letter does not need to do which of the following
include your contact information
Which of the following describes a conflict which happens between a supervisor and a subordinate?
interpersonal conflict
When trying to achieve a goal _______ may jump to closure to quickly
judgers
Which is not a type of vocalic
language
Information enters your brain in three main ways: sight, hearing and touch, the one you use the most is called your ....
learning style
Knowing your ____________ , both your strengths and weaknesses, can help you study more efficiently
learning style
Which of the following is not a style of resume
mechanical
Which of the following is NOT one of the factors of successful mediation?
mediator's age
How long should your cover letter typically be
no longer than a page
How long should your resume be at the beginning of your career
one page
Which of the following types of listening commonly occurs in informal settings such as with friends?
passive listening
Which of the following communication styles includes the desire to avoid conflict but still tries to manipulate the situation so the outcome is in their favor?
passive-aggressive
Which of the following is NOT a communication style?
passive-assertive
When trying to achieve a goal ____________ like to consider all sides to a problem and may be at some risk for not completing their work
perceivers
Using open body language helps send which kind of message
positive
Which of the following is defined as "the ability to perform an action or the possession of control or influence over others?"
power
Which of the following is NOT a basic element of communication?
prioritizing
Julie, the manager of a restaurant, was frustrated because one of the waiters was absent twice without any notification. However, instead of saying, "You are unreliable," Julie asked, "Could you give me a little advanced notice when you won't be able to work?" Which of the following positive language skills describes Julie's communication style?
using a specific behavioral statement
Saying "I am sure we can find a solution for this issue," is an example of using which of the following positive language skills?
using relationship building language
________ learners prefer to see information such as pictures, diagrams, cartoons, and demonstrations
visual
Which of the following is the only time you might not need a cover letter
when you are submitting you resume in person at a networking event
When trying to build across learning styles, make the best use of your learning style, but ____________ in skills that don't come easy to you
work harder
