BCOM 3950 Ch. 2 Interpersonal Communication & Emotional Intelligence Assignment

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 questions demonstrate a learner mind-set? (Choose every correct answer.) Multiple select question. How is this program beneficial? Can't you think of a better solution? Why can't you get this right? How well does this new approach meet our goals?

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

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? Dave, who attended high school in a large city, earned a degree in culinary arts, and operated his own restaurant. Lorna, who grew up in the suburbs and then worked for a clothing manufacturer. Joe, who attended a small-town high school and then worked at a hardware store. Bill, who attended a foreign high school, earned a master's degree in literature, and worked as a magazine editor.

Joe, who attended a small-town high school and then worked at a hardware store.

Which of the following statements about judging and interpersonal communication are true? Multiple select question. Judging behavior can motivate speakers to persist in making judgers listen to them. Judging can lead to lingering animosity against the person with the judger mind-set. Judging is one of the worst nonlistening behaviors. Judging is a necessary component of active, effective listening.

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

Which of the following statements about communication technology are true? Communication technology such as mobile phones and email should be used as the primary or sole means of communication. New opportunities for people to communicate are regularly created by technology. Effective listening can be reduced if a person relies too much on communication technology. Communication technology can be a barrier to effective listening.

New opportunities for people to communicate are regularly created by technology. Effective listening can be reduced if a person relies too much on communication technology. Communication technology can be a barrier to effective listening.

Quinn recounts a story about a time she was accused of misplacing some work files and how the situation escalated into a serious situation. Olivia had been through a similar experience. In which of the following ways should Olivia respond? Multiple choice question. She should be careful not to draw attention away from Quinn's story to her own. She should compare Quinn's story to her own in an email. She should interrupt Quinn's narrative and tell her own "me too" story. She should not share her own story with Quinn.

She should be careful not to draw attention away from Quinn's story to her own.

Question Mode Multiple Choice Question 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 that Sandy can implement to reduce barriers to effective listening? Multiple choice question. She should invest in a higher-quality microphone for her computer. She should report the problem to her manager, and her manager should address the issues with the colleagues. She should quiz her colleagues with individual follow-up emails to determine if her colleagues were listening. She should go to the office from time to time to engage in face-to-face communication.

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

Which of the following statements about lack of attention span in members of an audience are true?

Some people simply do not have a long attention span. Attention span can be improved if a conscious effort is made.

In interpersonal communication, noise is which two of the following? A sound in the background that has no effect on the process of communication Something that annoys either the speaker or the listener but does not interfere with communication Something that interrupts the message being communicated Something that distorts the message being communicated

Something that interrupts the message being communicated Something that distorts the message being communicated

Which of the following are true of rapport-building questions?

The time devoted to them should be limited. They are used to form bonds between people.

Which of the following are true of leading questions? Multiple select question. They focus on how to overcome business problems. They are intended to be rhetorical questions. They are often seen as being dishonest. They are used to lead others to your way of thinking.

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

Which of the following statements are generally true of people with high emotional intelligence? Multiple select question. They earn more money than people with a low EQ. They make up a majority of the high performers in the workplace. They avoid conflict because it upsets them too much. They work better alone instead of being part of a team.

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? Multiple select question. They lead to a reduction in trust and block a truthful exchange of information. They prematurely move attention from the speaker to the listener. They indicate that the listener has adopted a learner mind-set. They typically provide a solution to the problem being discussed.

They lead to a reduction in trust and block a truthful exchange of information. They prematurely move attention from the speaker to the listener.

Which of the following is a trait of the best business managers? They choose to hear instead of just listening. They understand that it is important to make time for listening. They understand the value of avoiding all uncomfortable information. They know that in order to maintain their authority, they must speak more than listen.

They understand that it is important to make time for listening.

True or false: Some managers feel that listening endangers their authority, so they speak more and listen less.

True

Which of the following is an example of a rapport-building question? Multiple choice question. I'm sure you agree that Jenny's proposal was unreasonable, right? What did you think about the online sales tactics conference you attended? When do you think we should talk to Selina about her performance? How often do we have to deal with difficult clients?

What did you think about the online sales tactics conference you attended?

Which of the following questions display a judger mind-set? (Choose every correct answer.) Multiple select question. Who caused this disaster? Does anyone care about this? How can we fix this? What is the goal for this project?

Who caused this disaster? Does anyone care about this?

A rapport-building question is intended to

break the ice and create bonds between people.

Defensiveness can Multiple choice question. cause emotional hijacking. show a lack of emotion. be a reflecting statement. be a learner mind-set.

cause emotional hijacking.

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

decoding.

Opinions that are expressed in the form of a question are referred to as

disguised statements.

In interpersonal communication, what does the term EQ mean? Multiple choice question. extremely qualified equality in the workplace educational quotient emotional quotient

emotional quotient

The domains of emotional intelligence include which of the following? (Choose every correct answer.) Multiple select question. empathy self-awareness antipathy relationship management

empathy self-awareness relationship management

Solution-oriented questions are asked in the hopes of

finding an answer to a business problem.

Which of the following are sources of psychological noise in interpersonal communication? bad acoustics ideas attitudes emotions

ideas attitudes emotions

Physiological noise in communication consists of disruptions caused by

impairments of a person's body or brain function, such as deafness or stuttering.

Which of the following are barriers to effective listening that managers often face? (Choose every correct answer.)

internal noise lack of time

When two people send and receive verbal and nonverbal messages, it is called interpersonal communication. humanized verbal processing. mutual telepathy. transpersonal messaging.

interpersonal communication.

All messages are encoded and decoded through a filter of lifetime experiences. This filter Multiple choice question. has little influence on interpersonal communication. is an accumulation of knowledge, values, expectations, and attitudes based on prior personal experiences. is a strategy for preventing personal experiences from influencing communication. improves the clarity of communication between two people who come from very different backgrounds.

is an accumulation of knowledge, values, expectations, and attitudes based on prior personal experiences.

Interpersonal communication includes which of the following? (Choose every correct answer.) messages sent between two or more people listening to a recording of ocean waves exchanging mutual messages negotiating the meaning of messages

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

One person is talking to another, but the words can barely be heard because of loud music playing in the background. This is an example of communication that is being affected by ______ noise. physiological semantic psychological physical

physical

Emotional hijacking is likely lead to which of the following behaviors? Multiple select question. shouting angrily and ignoring what another person is saying becoming detached from an upsetting person who could have been a valuable business contact listening in silence in a meeting instead of saying what needs to be said responding calmly and logically to a personally critical remark someone has made

shouting angrily and ignoring what another person is saying becoming detached from an upsetting person who could have been a valuable business contact listening in silence in a meeting instead of saying what needs to be said

Mike had some questions about a report he needed to file, so he asked his manager, Barb, for some feedback. Barb reviewed Mike's materials and asked, "Are you sure you want to present the material this way? This is not what I asked for. It's not going to work." Which of the following is Mike is most likely to feel? Multiple choice question. that Barb is being empathetic that Barb is giving him unwanted advice that Barb is direct and encouraging that he is being judged by Barb

that he is being judged by Barb

Emotional hijacking happens when Multiple select question. the brain perceives an incoming message as a threat. the logical part of the brain takes over, and the limbic system is neutralized. a person feels nothing in response to an incoming message. the emotional part of the brain triggers a fight-or-flight response.

the brain perceives an incoming message as a threat. the emotional part of the brain triggers a fight-or-flight response.

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

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

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 situations describes emotional hijacking?

A person's behavior is controlled by emotion.

Which of the following should you do when giving advice? Multiple choice question. Make sure that all your ideas are about what others should do. Give your advice the moment you think of it. Provide as much advice as you can possibly think of. Allow others the time to explain themselves completely.

Allow others the time to explain themselves completely.

Which one of the following statements best describes the way emotional intelligence plays a role in business? Multiple choice question. EQ always enables a person to prevent experiencing emotional responses to stress. EQ allows a person to think clearly and be effective in stressful situations. EQ enables a person to anticipate sources of stress in order to avoid them. EQ helps managers recognize when they should delegate responsibilities to someone else.

EQ allows a person to think clearly and be effective in stressful situations.

True or false: According to recent research, leading questions are the best questions for sales people to use.

False

Which of the following is true of asking solution-oriented questions?

It is difficult to keep a learner mind-set.

Maia is telling her colleague Jeff about working with a particular client, who has a reputation for being 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.

Which of the following are examples of the type of question that a highly self-aware communicator might ask? Multiple select question. How can I best express my frustrations to an audience that makes me feel impatient? 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? Where can I cut short my presentation when I begin to feel impatience toward the audience?

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?

Which of the following are common barriers to effective listening? (Choose every correct answer.) Multiple select question. a short attention span a lack of patience a lack of self-awareness a flat business organization

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

What type of questions are used to locate contradictions in what others have said?

cross-examination questions

Which of the following are poor types of questions? (Choose every correct answer.) Multiple select question. cross-examination questions statements disguised as questions solution-oriented questions leading questions

cross-examination questions statements disguised as questions leading questions

Which of the following are elements of emotional intelligence? (Choose every correct answer.) Multiple select question. developing empathy managing emotions understanding emotions learning to set logic aside temporarily

developing empathy managing emotions understanding emotions

Understanding and relating to the needs of others is called Multiple choice question. introspection. benevolence. ennui. empathy.

empathy.

Select all that apply Sometimes people fail to reach the same understanding about what is being said. This can be caused by interference from which of the following? (Choose every correct answer.)

internal noise lifetime experience external noise

The quality of message delivery can be diminished by which of the following? (Choose every correct answer.)

physiological noise psychological noise semantic noise

Which two of the following describe common nonlistening behaviors? Multiple select question. prematurely deflecting attention from speakers preventing speakers from fully stating their ideas leaning forward and making eye contact with speakers encouraging others to fully share feedback, concerns, and perspectives

prematurely deflecting attention from speakers preventing speakers from fully stating their ideas

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. Each time the speaker proposes a new idea, Mary immediately thinks, "That will never work." Mary's perception of the speaker's message is being influenced by ______ noise.

psychological

Cross-examination questions often abruptly end conversations because they typically question the credibility of others. lead others to your way of thinking. are often seen as being dishonest. are actually opinions disguised as questions.

question the credibility of others.

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

shared meaning.

True or false: An aspect of empathy toward colleagues is wanting to help them grow in their career objectives.

true

Emotional intelligence can often be improved by Multiple select question. writing in a journal. using social gatherings to practice communication skills. thinking about behavior and emotions. reading intellectually stimulating material, such as entries in an encyclopedia.

writing in a journal. using social gatherings to practice communication skills. thinking about behavior and emotions.

Which of the following statements are true of poor questions? (Choose every correct answer.) Multiple select question. They often reflect a judgmental mind-set. They encourage active listening. They can lead to less listening. They reflect a learner mind-set.

They often reflect a judgmental mind-set. They can lead to less listening.

Which of the following are generally true of most good questions that facilitate learning in communication? Multiple select question. They reflect a learner mind-set. They are open-ended. They require a "yes" or "no" response. They reflect a judger mind-set.

They reflect a learner mind-set. They are open-ended.

How common is semantic noise in business conversations? Semantic noise occurs in nearly all business conversations. Semantic noise occurs in about half of all business conversations. Semantic noise seldom occurs in business conversations. Semantic noise occurs frequently in certain types of businesses but seldom in others.

Semantic noise occurs in nearly all business conversations.

Which of the following would be an example of a disguised statement?

"Don't you think you should redo that report?"

Which of the following are examples of nonlistening behaviors? Multiple select question. judging advice-giving statements "me too" statements summarizing statements funnel questions

judging advice-giving statements "me too" statements

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

partial deafness sickness memory loss

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

Which of the following views of listening is usually effective, especially in flat organizations? Multiple choice question. that leading requires a command-and-control approach that listening too much indicates indecisiveness that effective communication requires active listening that strong leaders need to do most of the talking

that effective communication requires active listening