BCOM CH. 2

_____ is "rudeness and disregard for others in a manner that violates norms for respect." Emotional hijacking Semantic noise Pessimism Incivility Visual cutoff

Incivility Correct Incivility is "rudeness and disregard for others in a manner that violates norms for respect."

In a weekly project update meeting, Liza asks the following questions of one of her employees: "Why were you late meeting your last deadline? Were there external factors that delayed your work? Did other coworkers get their part of the assignment to you on time? Do you need more help from me?" What type of questions are these? closed rapport-building solution-oriented probing funnel

probing Correct Probing questions are intended to analyze a business problem from every angle to uncover its root causes. Such questions can ensure that no explanation is overlooked, thus leading to a reliable understanding.

When Kwame listens to a customer, he paraphrases the customer's request or complaint to make sure he understands it. Which active listening skill is he using? reflecting holding judgment summarizing clarifying paying attention

reflecting Correct Active listening requires that you reflect on the ideas and emotions of others. To make sure you really understand others, you should frequently paraphrase what you are hearing.

Cindy intends to say something to her employee to explain why he is being transferred to a new project. The thought that Cindy intends to communicate is known as meaning. message. semantics. encoding. empathy.

meaning. Correct Each person involved in interpersonal communication is both encoding and decoding meaning. Meaning refers to the thoughts and feelings that people intend to communicate to one another.

Elena knows that she is especially vulnerable to work stress today because she had a fight with her husband last night. Therefore, Elena does ten minutes of meditation on her lunch break, and later when she feels herself getting frustrated during a meeting, she counts to ten before making a comment. What quality does Elena's behavior demonstrate? empathy self-management emotional hijacking self-awareness psychological noise

self-management Correct Self-management is the "ability to use awareness of your emotions to stay flexible and to direct your behavior positively." It involves having the discipline to hold off on current urges in order to meet long-term intentions.

Which of the following is a domain of emotional intelligence? shared meaning sympathy self-management semantics self-esteem

self-management Correct The most-used EQ test for business professionals shows that emotional intelligence can be divided into four domains: self-awareness, self-management, empathy, and relationship management.

Tom always drops hand-written reports on his administrative assistant's desk and says, "Type this right away." What type of incivility is Tom committing? treating others without courtesy ignoring others disrespecting the dignity and worth of others disrespecting the efforts of others disrespecting the privacy of others

treating others without courtesy Correct Not using basic terms of courtesy such as please and thank you is an example of treating others without courtesy.

Events that cause strong emotional reactions are called triggers. stressors. noise. distracters. filters.

triggers. Correct High self-awareness includes the ability to manage events that stir strong—often fight-or-flight—responses. Events that cause strong emotional reactions are called triggers.

_____ noise occurs when communicators apply different meanings to the same words or phrases. Psychological Physical Semantic Cognitive Physiological

Semantic Correct Semantic noise occurs when communicators apply different meanings to the same words or phrases. For example, two people may have different ideas about what "acceptable profit margin" means.

Each person involved in interpersonal communication is both encoding and decoding meaning. True False

True Each person involved in interpersonal communication is both encoding and decoding meaning. It involves the exchange of simultaneous and mutual messages to share and negotiate meaning between those involved.

Recent business-school graduates rank listening skills among the most important communication skills. True False

True In a survey of business-school alumni who graduated between 2000 and 2010, listening skills were ranked as the second-most important communication skill.

Nonverbal messages, such as posture, are most important when they convey a different emotion than the spoken message. True False

True Nonverbal messages are most important when they are not congruent, or consistent, with verbal messages.

Which of the following is an example of the active listening skill of clarifying? Trung leans slightly forward as he listens to others. Trung asks questions that demonstrate his desire to understand other points of view. Trung asks the other person to explain a point more completely. Trung expresses his own perspective after he has heard the other person. Trung pauses to think about what he has heard and then paraphrases it.

Trung asks the other person to explain a point more completely. Correct Clarifying involves making sure that you have a clear understanding of what others mean. It includes double-checking that you understand the perspectives of others and asking them to elaborate and qualify their thoughts. It is more than simply paraphrasing.

Elliot needs to assign his team members the following tasks. One of the team members, Grace, is an extrovert. Which task is most appropriate for Grace? independently analyzing the latest market research report writing an explanation of a new product for senior management checking the proofs of sales brochures for accuracy before they are printed moderating a team meeting to discuss how well the last development cycle went preparing a list of questions to discuss at the next team meeting

moderating a team meeting to discuss how well the last development cycle went Correct Extroverts tend to get much of their stimulation and energy from external sources such as social interaction. Some of the strengths of extroverts include gaining the support of others, networking at large social events, and driving important conversations in meetings. Of the listed tasks, moderating a team meeting is best suited to an extrovert. The other tasks are too solitary.

Chelsea and Miguel disagree about which new healthcare insurance to adopt for their company. Chelsea wants to choose a cost-effective policy as soon as possible, while Miguel wants to ensure that employees do not see a reduction in benefits because of the change. What can you deduce about Chelsea and Miguel from this information? Chelsea has a green MVS; Miguel has a blue MVS. Chelsea has a red MVS; Miguel is a hub. Chelsea has a red MVS; Miguel has a blue MVS. Chelsea has a hub; Miguel has a red MVS. Chelsea has a blue MVS; Miguel has a green MVS.

Chelsea has a red MVS; Miguel has a blue MVS. Correct Chelsea has a red MVS, which means she tends to be concerned with results and getting things done. Miguel has a blue MVS, which means he tends to be concerned with the welfare of others.

Venting negative feelings is one of the most effective strategies for de-escalating anger. True False

False A common misperception of many business professionals is that venting negative feelings helps people cope with anger. Study after study has shown that venting is temporarily satisfying, but it rarely makes anger go away, especially when the venting is intended as retaliation.

A person's motivational value system is a blend of the three primary motives of nurturing, dominating, and autonomizing. True False

False A person's motivational value system is a blend of the primary motives of nurturing, directing, and autonomizing and refers to the frequency with which these values guide his or her actions.

A manager who wants to hire an effective leader should focus on applicants who are extroverts. True False

False In the last ten years, a variety of research has debunked the idea that introverts are less effective at leading. This research has shown that extroverts and introverts each possess many leadership qualities and essential professional traits. For companies to succeed, they must find ways to tap into the strengths of both extroverts and introverts.

People who have low self-management should avoid doing self-talk because it makes them too self-centered. True False

False Self-management is the "ability to use awareness of your emotions to stay flexible and to direct your behavior positively." To improve self-management, people need to practice self-talk and visualize responding effectively to challenging interpersonal issues.

What does research consistently demonstrate about nonverbal communication? People are not good at masking their feelings, and most people are highly skilled in their ability to decode nonverbal signals. People are not good at masking their feelings, but most people are incapable of decoding nonverbal signals. People are good at masking their feelings, but most people still manage to decode nonverbal signals. People are good at masking their feelings, so most people are incapable of decoding nonverbal signals. People are not good at masking their feelings, but most people are inconsistent in their ability to decode nonverbal signals.

People are not good at masking their feelings, but most people are inconsistent in their ability to decode nonverbal signals. Correct Nearly all people reveal their real emotions through nonverbal behavior, but research shows that most people are not consistently effective at decoding the nonverbal signals of others.

A series of questions that attempt to deconstruct a business issue by moving from general to specific are known as _____ questions. rapport-building funnel probing closed solution-oriented

funnel Correct Funnel questions move from general to specific. They are intended to increasingly deconstruct a business issue so that a team can tackle or approach it in pieces.

While working on team projects, Luisa welcomes feedback and constructive criticism from her colleagues because she values their opinions and wants to be a better team member. What aspect of emotional intelligence does this behavior demonstrate? high empathy high self-awareness high relationship management low self-management low empathy

high relationship management Correct Relationship management is the "ability to use your awareness of emotions and those of others to manage interactions successfully." An impact of high relationship management on interpersonal communication is that people accept and even welcome feedback and constructive criticism.

Emotional _____ refers to a situation in which emotions control our behavior, causing us to react without thinking. filtering hijacking blackmail noise intelligence

hijacking Correct Emotional hijacking is a situation in which emotions control our behavior, causing us to react without thinking. It prevents people from engaging in effective interpersonal communication.

Which active listening skill involves demonstrating a learner mindset rather than a judger mindset? holding judgment paying attention reflecting summarizing sharing

holding judgment Correct Holding judgment is a way to make people feel safe so they will share their ideas and feelings with you. One of the best ways to make others feel comfortable expressing themselves fully is to demonstrate a learner mindset rather than a judger mindset.

Which barrier to effective listening involves neglecting listening because of pressing deadlines? lack of time lack of patience and attention span image of leadership communication technology fear of bad news or other uncomfortable information

lack of time Correct Pressing deadlines give most managers the sense that they do not have time for listening.