quiz 1, quiz 2, quiz 3, quiz 4, quiz 5, quiz 6
Which of the following workplace attitudes reveal an awareness of the principles of communication?
"I know what i would like to say, but i do not know if i will say all of it today. i need to see how the discussion goes, listen to others, and play it by ear a bit."
Which of the following is an example of strategic ambiguity?
"I think we should add some statistics to the report."
Which of the following examples of praise is the most effective?
"Thank you for being so accommodating with my schedule last week when my toddler was ill."
Which of the following is the best example of powerful use of language?
"This presentation needs to be ready in time for our meeting next week."
Which of the following statements about time is not correct?
A monochronic orientation is fairly universal.
Which of the following examples show a good reason to avoid powerful language?
Akihito often couches his orders as questions to be polite and to show respect.
Who is NOT listening for understanding?
Although Rick does not feel entirely clear about the details he just received, he thinks he got the gist. He does not want to appear unprofessional or ignorant, so he says he understands rather than asking annoying questions.
Who is following cubicle etiquette?
Barney acts as if the cubicle entrance is a real door that he cannot cross unless invited.
Which of the following statements is true regarding people in cultures around the world?
Even if they come from different backgrounds, people may share many similarities.
Which person is mindfully listening to Mary?
Gail is silent and sometimes looks down to write a note on her pad.Correct
The counter help at Sundown Bakeries is known for being very friendly. Customers frequently comment on how they are greeted with big smiles and a friendly greeting. Based on what you have learned about regional differences, this approach would be more typical of a bakery located in
Georgia
Which of the following is a guideline for interacting with people who have disabilities?
If there is no good reason why you need to know, do not ask about a person's disability.
Which employee expresses a difference of culture that creates a problem at work?
José
Based on what you know about Kate and how her job performance has declined in just a few months, how would you expect her to behave in a stress interview?
Kate would make a snide remark.
Knowing what you know about Kate, which of the following options do you think she would take if the sexual harassment were to escalate?
Kate would report the situation to the human resources department.
Barney is so often in meetings lately that he has found it helpful to use a transcription app that turns his voice mails into text messages. Now he can check his voice mails, many of which require urgent action, unobtrusively and immediately without leaving a meeting. Today he receives a text transcribed from a voice mail that upsets him because his employee's tone in the message sounds flippant and unprofessional. Barney has two minutes to deal with this issue during a meeting break. What should Barney do?
Listen to the voice mail before responding so he can hear the original message.
If Mark and Kate clash because they both communicate in stereotypical genderlects, which of the following would not occur?
Mark asks questions to initiate the conversation, and Kate does most of the talking.
Which of the following statements is a low-level abstraction?
Mark: "Let's meet again two weeks from today at the same time to review your progress."
Which of the following provides an example of masculine speech?
Natasha reports in detail the facts about a business meeting.
Which of the following employees is not demonstrating a good networking strategy?
Paul sets up a LinkedIn profile linked to his personal Facebook page.
Mark is surprised by Kate's poor job performance because she performed so well during the interview. Which of the following behaviors during the panel interview should have made Mark hesitate before hiring Kate?
She made eye contact only with Mark.
Which of the following statements is true about regional communication differences?
The messages of speakers of a nonstandard dialect are viewed less favorably than those of standard dialect speakers.
During Kate's employment interview, she refused to answer one of the following questions because it was not a lawful question for an employer to ask her under these circumstances. Which question did Kate refuse to answer?
What year did you graduate from high school?
Which of the following protégés is following the guidelines for an appropriate relationship with a mentor?
When William's mentor suggests a book or website, William always follows those leads so he is ready to discuss them later.
Which of the following is an appropriate way to communicate with a person who has a disability?
When having a conversation with a person with a disability, be sure to communicate clearly and comprehensibly.
Which of the following is an appropriate way to communicate with a person who has a disability?
When meeting a person with a service animal, you should not pet or play with the animal.
After listening to Abe's argument, Sid asked himself, "Is the evidence plentiful and valid? Are there exceptions Abe has not mentioned?" Was Sid listening mindfully?
Yes, because he waited for Abe to finish, then evaluated Abe's evidence.
Which of the following statements about nonverbal communication is true?
You cannot avoid communicating nonverbally.
Avoidance can be a good choice for dealing with conflict, but it can also have some negative outcomes. Which of the following is not a negative outcome of avoidance?
You put harmony above other issues.
Hans Mikelson's memos are an example of
a channel.
An effective opening to an interview is likely to contain all of the following except for
a summary.
Killian's company sends him to another country to help negotiate a contract. While he is interacting with the representatives from the other country, Killian is presented with a situation that goes against his preferred ethical principles. After some consideration, Killian decides that nobody will be harmed if he compromises his principles on this particular issue, so he decides not to say anything and simply goes along with the ethical system of his hosts. This is an example of
accommodating.
You are on your first business trip to Germany. You should
address business contacts using their formal titles.
If Mark schedules a one-hour performance review for Kate, then spends the entire hour listening to her talk about why her performance has slipped, asks her questions to more fully understand the problem, and finishes by scheduling a meeting with her later that week to discuss solutions they can implement together because the hour is over and he feels they need more time, what kind of listening style would he exemplify?
analytical
You have been told you have a habit of jumping to conclusions, so you are making an effort to patiently listen to all the facts before forming a judgment or opinion. What listening style are you trying to cultivate?
analytical
Kate had no experience in marketing or as an account representative, but she really wanted the job at Omnicom. Which type of employment interview would have been the best way to showcase her potential?
audition interview
Kate is late to work because she decides she cannot get through the morning without a triple latte. She is waiting in line at the coffee shop when Mark calls. She lets it go straight to voice mail. Which approach to conflict is this?
avoiding
Discussing noteworthy current events during the opening of an interview might be effective in
building rapport with the interviewee.
The best way to encourage employee growth during a performance appraisal is to set goals that are
challenging enough to require some effort but definitely attainable.
Which approach to conflict assumes that conflict is a natural part of life and that working with the other person will produce the best possible results?
collaborating
You are a manager listening to an employee give a proposal for increasing production output while reducing overhead expenses. You have to either approve or deny this proposal. Considering this, which of the following listening approaches would work best?
critical listening
Mark: "Lately, your performance is ______."
disappointing
Veronica telecommutes on Fridays. She often spends the morning catching up on phone calls to clients, and then she sets her online status to "out of the office" for the afternoon so she can complete her weekly reports on time. This is an example of which of the following?
dissimulation
Simone and Kai are partners, but they are on opposite sides of the globe, so their communication is always asynchronous. There are many details to share several times a day, however. Which communication channel best suits their relationship?
You work with an offshore division that has had trouble with customer support complaints. The local culture finds it acceptable to avoid addressing customer complaints and even to lie to complaining customers. Your culture, and the culture of your customers, prizes honesty and transparency. You prepare a presentation for this division on the value of being honest with the customer in hopes of convincing your offshore associates that they should adopt this business ethic. This response strategy would best be described as
educating-persuading.
No matter what she is told, Kate feels she is overqualified for the job and that she is treated poorly by her coworkers. Which of the following barriers to effective listening is she most likely experiencing?
egocentrism
Selecting words or nonverbal elements to deliver an intentional message is known as which of the following?
encoding
The departmental meeting agenda includes viewing a 15-minute video. Due to technical difficulties with the projector, your manager shows the video on her laptop. From your seat at the far end of the room, it is difficult to both see and hear the presentation. What impedes your ability to listen in this situation?
environmental noise
Dignity in the workplace rarely affects the bottom line.
false
If it will increase her chances of getting a job, it is ethical for an interviewee to indicate she can begin work immediately, even if she cannot.
false
It is legal for an interviewer to ask how old the interviewee is if it is simply out of curiosity.
false
Kate is offended by the jokes her team members make about women, but if she were to make sexual jokes about men, it would not be considered sexual harassment.
false
Sexual harassment is restricted to a single individual behaving inappropriately toward another person.
false
Specific language is better than abstract language.
false
There is no place in business for an impatient listener.
false
during your first student presentation an audience member in the third row smiles and laughs at the joke you told for an attention-grabbing device. This discernible response from the message receiver to the sender's message is called
feedback
The angry reaction employees had to the new dress codes is an example of
feedback.
You work with an offshore division that has had trouble with customer support complaints. The local culture finds it acceptable to avoid addressing customer complaints and even to lie to complaining customers. Your culture, and the culture of your customers, prizes honesty and transparency. You set up a system where any employee in the division who fails to address a customer complaint directly and honestly will be summarily fired. This response strategy would best be described as
forcing
Finding a job is only one goal of a career research interview. Other purposes of this type of interview may involve
gaining referrals, conducting research, and being remembered.
A novice interviewer should probably adhere to which type of interview structure?
highly structured
Kate perceives herself as the victim, but her actions and communication could be seen as an example of
incivility.
"This program is going to be so worthwhile." What makes this less powerful than it could be?
intensifier
Which type of question would probably not be an appropriate choice for Gina's interview with Marty?
leading
The questions "You aren't really serious about asking for a raise now, are you?" and "You haven't fallen for those worn-out arguments, have you?" are examples of which of the following?
leading questions
Which barrier to effective listening impedes Kate's work on days when she frequently checks Facebook?
message overload
When Gina talks with Rashid and Samantha, which interview structure should she use?
moderately structured interview
Kate hands off her time cards each week to Mark. When Mark thanks her, she always responds, "No problem." What is this an example of?
negative language
Harry is a relational listener and has had a great working relationship with Carla. Now Carla is on your team, but you are a critical listener, and she is not responding well to your style. You try to cultivate some of Harry's style when listening to Carla by
noticing how Carla is feeling as you listen and being supportive when you respond.
Sundown Bakery began as a very small business but grew so large that newer employees did not know Bruce and Carol. This represents a change in which of the following?
organizational culture
Which of the following types of language would be the best choice for a job interview?
positive with unbiased language
Hans Mikelson's dress codes may heighten what aspect of the culture at Sundown Bakery?
power distance
Imagine Kamila e-mailed a friend, describing her concerns about her job and then found the e-mail on various Internet sites. What type of conflict is this?
privacy
When responding to questions in a behavioral interview, you should follow the "PAR" approach. What does "PAR" represent?
problem, action, and results
Which of the following most likely influenced the memo communication from Mikelson to his employees?
psychological noise
Kate has lunch with a good friend who works in the same industry. She wants to complain about how she is treated and how she dislikes her job, but her friend seems uninterested in Kate's job tasks and projects. Instead, her friend wants to hear about whether or not Kate is depressed and how she is getting along with her coworkers. What kind of listener does her friend seem to be?
relational
In a work team, Frederick and Ramon don't get along. As a result, the team is inefficient. Which of the following causes of conflict apply to this situation?
relational issues
If during Kate's one-hour-long performance review, Mark allows her five minutes to talk about why her performance has slipped, then stops her, presents a plan to improve her performance, and lets her know that following it is her final chance, what kind of listening style would he exemplify?
task-oriented
You must communicate something urgent and sensitive to an off-site employee. Which channel would you choose?
telephone
The marketing department consults the sales department for feedback on how to appeal to potential customers by asking each sales representative to record the features that inspire customers to choose their product. This fulfills which purpose of formal workplace communication?
the information sharing purpose of horizontal communication
Who is responsible for Sundown Bakeries' communication problems?
the management
Which of the following international business travelers exemplifies intercultural competency?
the person who loves to learn from colleagues around the world
Megan's team is tasked with creating the presentation for the company's annual conference. They have decided how the presentation should be organized and that the work must be divided and assigned, but they cannot agree on how to determine who does what. Their conflict falls into which category?
the process
It is desirable to use strategically ambiguous language except in which of the following situations?
to be unequivocal
When asked what skills were most important on the job, business executives in one study mentioned listening more than any other skill.
true
Mark: "You seem ______."
unenthusiastic
The ethical approach that asks whether or not the action provides the greatest good for the greatest number of people is which of the following?
utilitarian
Arwa works in customer service for a cable provider. She received an award for having the highest customer satisfaction rating for the month of May. However, she was reexamining the results recently and realized that a mistake was made, and that her coworker, Lucas, actually achieved the highest customer satisfaction rating. Arwa considered keeping this information to herself, but she ultimately decided to tell her boss about the error because she felt it was important to set a good example. What method of resolving an ethical question did Arwa apply in this scenario?
virtue approach
Your architecture firm is trying to win a bid to build a new sports complex. You will be up against several other prominent firms. Which negotiating strategy must your firm adopt?
win-lose
Mark has just been given a small project for his team. He cannot think of anyone who has the time to work on it. It is also a somewhat tedious yet important project, and he suspects his team members will gripe about it. As he is mulling this over, Kate approaches him and tells him she is unhappy with her job. Mark assigns Kate the project. What kind of outcome was this?
win-win
The collaborative approach to negotiation is known as which of the following?
win-win orientation
