BUS 3382 - Borowski - Troy Online - Chapt. 14

In terms of the nature of listening, which of the following is true of the ability to sense words?

A person's concentration on a communication varies from moment to moment.

Which of the following is a good practice when conducting meetings?

After a key item has been discussed, you should summarize the information that has been covered and concluded so far.

According to the ten commandments of listening, by frequently asking questions, you interfere with the talker's ability to develop his or her message.

False

Constructive feedback is used only to soften negative messages.

False

Most people do a reasonably good job of talking informally and do not need to work on improving their conversational abilities.

False

One of the disadvantages of recording the minutes of a meeting is that it does not make a note of the absentees.

False

The competitive strategy of conflict management is frequently referred to as the "win-win" strategy because everyone works toward a resolution that meets everyone's needs.

False

The four common types of nonverbal communication are body language, facial expression, verbal fillers, and paralanguage.

False

When engaging in small talk, some good topics to discuss include sports, politics, current events, movies, and the cost of things.

False

When leaving a voicemail message, it is a good idea to skip the message overview and leave only a phone number where the call can be returned.

False

Emilio is the president of a small furniture manufacturing company. One of the employees on the design team has been acting disrespectfully toward her manager, and it has reached the point where Emilio needs to step in and have a conversation with her. Which of the following sentences would be most appropriate for Emilio say during the conversation?

I understand why you feel like defending yourself is necessary.

Which of the following is true of developing an agenda for a meeting?

In an agenda, items that explain or lead to other items should come before the items that they explain.

Which of the following statements about nonverbal communication is true?

It sometimes communicates meaning by itself.

Lashonda, a manager, needs to speak with one of her employees about his constant tardiness. Which of the following should she do?

Lashonda should make sure to prepare so that she delivers a thoughtful and polished message.

Which of the following is true of taking minutes at a meeting?

Minutes should reflect an objective account of the topics covered at the meeting.

Phil Chen, a project manager for Patterson Casting, Inc., has a direct telephone line where clients can reach him. Which of the following would be the most effective way for him to answer his calls?

Patterson Casting. Phil Chen speaking. May I help you?

Nenet needs to have a conversation with one of her company's executives. She has talked with him a few times, but she does not know him well. What should she do after arriving at his office and knocking?

She should ask, "May I come in?"

Which of the following statements about conflict is true?

The key to managing conflict is first defining the conflict.

Eileen Nguyen works for the city and needs to call Bridgeview Engineering to discuss some repairs the company will be making to one of the city's bridges. Which of the following should Eileen use as a good conversation starter?

This is Eileen Nguyen from the city's Roads and Bridges division. We have a question regarding the upcoming repairs to the Sunset Bridge. May I speak with someone who can help me?

Victoria Sanchez has a telephone job interview scheduled with Kiara Turner, the HR manager at the hiring company. In order to be courteous, which of the following would be the most appropriate way to begin the telephone conversation?

This is Victoria Sanchez. May I speak with Ms. Kiara Turner? We have a telephone interview scheduled today.

After listening to formal oral communication, such as a speech, we quickly forget most of the message.

True

By emphasizing the words do not in a sentence to convey how serious you are, you are using paralanguage.

True

Meetings of such groups as formal committees, boards of directors, and professional organizations usually follow generally accepted rules of conduct called parliamentary procedure.

True

Putting the person you called on hold while you wait for an executive to be free to talk is not courteous.

True

When engaging in negotiation, it is important to understand that the audience is judging everything about you, and if you fall short in some area, you may lose your credibility.

True

Written and oral communication play a very important role in both reinforcing and changing an organization's culture.

True

Which of the following is one of "The Ten Commandments of Listening"?

You must empathize with the speaker because this will result in a true exchange of information.

Which of the following is an effective voicemail technique?

You should begin a voicemail with an overview of the message and then continue with the details.

Which of the following is true of the courteous use of cell phones?

You should call from a quiet place, away from other people.

When leaving a voicemail message, which of the following must you do if you want the call to be returned?

You should request that the call be returned and mention when you can be reached.

Which of the following statements about the timing of a conversation is true?

You will get the best results if you delay your conversation until your audience is likely to be most receptive.

Luciana works in the marketing department of a large clothing manufacturer. The company is releasing a new line of clothing for young boys, and Luciana assembles a marketing plan, which she brings to Padma, her manager. Padma tells Luciana that, due to budget restrictions, they need to eliminate the television advertising and stick to print and online ads. Luciana thinks this is a bad idea and says so. Then she agrees to Padma's changes in the hopes that this will build goodwill so Padma will give her more leeway on a future project. What conflict management strategy is Luciana using in this example?

accommodative strategy

Which of the following is an effective way to focus your attention as part of active listening?

back-channeling what is being said

Which of the following should you avoid when delivering constructive feedback?

basing your feedback on emotions

Mandy and Whalen both work for ComSpecialists, which provides phone and Internet services to businesses. Mandy and Whalen each get paid based on the services that they sell to other companies. They frequently find themselves competing for the same account. They each try to get their way as much as possible without regard for their relationship as coworkers. What type of conflict management are Mandy and Whalen engaging in?

competitive strategy

Dina recently started work on the sorting line in a factory that makes chocolate candy. Every day she gets a lunch break, plus two 15-minute breaks. One day, her boss tells her that her 15-minute breaks have been reduced to 10-minute breaks. This news makes Dina angry, but she dislikes arguing and does not think she could articulate her argument anyway. Which strategy for managing conflict will Dina most likely use?

conflict avoidance strategy

Objective, helpful comments that build goodwill, improve others' work, and help both parties achieve their goals are called

constructive feedback.

Regarding good phone techniques, when screening calls for others, it is important to

first identify the organization and yourself and then offer assistance.

Agnetha, a CEO, is very angry with one of her managers for lying to a client about the progress of a project. As she talks to the manager about this, she speaks forcefully and emphasizes certain words and phrases to convey her feelings. What type of nonverbal communication does this represent?

paralanguage

Christy and Lorenzo are waiting for the next event to start at a conference. They've never met each other before, but they are sitting next to each other, so they start chatting about their jobs and a vacation Christy recently took. Christy and Lorenzo's conversation is an example of

small talk.

Teata is speaking with her coworker Dan. She does not like or trust him, so she stands a little farther away from him than she would with most of her coworkers. What type of nonverbal communication is Teata using?

use of space

Lukas, a manager, makes sure to show up ten minutes early for a meeting with Roberto, an important client, to convey respect. What type of nonverbal communication does this demonstrate?

use of time