Ch. 2 Test Questions - BUSN 350
7) In part, ineffective listening occurs because listeners A) can think faster than speakers can speak. B) concentrate on each word the speaker says, rather than the overall point. C) are unable to think originally. D) cannot process words and phrases as quickly as speakers can say them. E) do all of the above.
A
94) Which of the following is an offer made to adjust the anchor offer? A) Target B) Reservation point C) Boundary D) Counteroffer E) Grievance
D
68) Which of the following is the basis for interpersonal conflict? A) Temporary forces in the workplace B) Competition for limited resources C) Personal choices, behaviors, and personality D) Workload and work/life imbalances E) A permanent aspect of the business
C
84) As an approach to resolving conflict during team activities, a ________ proposes that both sides can satisfy their goals (at least to some extent) and minimize losses for everyone involved. A) fair-play outcome B) lose-lose outcome C) win-win outcome D) break-even outcome E) proactive behavior outcome
C
9) Active listening involves A) thinking of what you will say next, while others are speaking. B) playing "devil's advocate" and thinking of ways to disagree, even before the other person has finished speaking. C) making a conscious effort to truly hear and understand what the other party is saying. D) allowing your mind to multitask while others are speaking. E) working to overhear coworkers' conversations, even if they are unaware that you are listening.
C
88) Which of the following best describes your target in a negotiation process? A) Your best alternative B) The baseline used to measure progress in the negotiation process C) The least attractive offer you are willing to accept D) The range of available negotiable benefits E) The sum of values you would like to achieve
E
8) One way a listener can overcome barriers to effective listening is to A) use selective listening. B) rely on prejudgment. C) limit the use of categorization. D) interrupt often to ask questions. E) use visualization.
E
24) When the nonverbal signals match the spoken words, nonverbal signals can ________ a verbal message. A) strengthen B) weaken C) replace D) eliminate the need for E) minimize
A
32) Which of the following best describes the advantage of paying attention to the nonverbal signals of a speaker? A) You can better understand the information and emotions of the speaker. B) There will be no need to take notes during the conversation. C) There is less likelihood of misinterpretation. D) Messages will be shorter and more direct. E) You can mimic words and phrases when asking questions.
A
44) Good listening skills and an understanding of ________ are the foundation of good conversational skills. A) nonverbal communication B) dress codes C) structured conversations D) personal branding E) relationships
A
49) How can you promote a positive conversational flow during a planned communication? A) Use brief pauses to allow others to respond. B) Interrupt if the speaker is going off track. C) Express disagreement directly. D) Avoid nonverbal signals that might be misunderstood. E) Summarize only at the end of the conversation.
A
54) Every conversation offers a variety of potential opportunities, including the opportunity to ________. A) build your personal brand B) control information C) control relationships D) be spontaneous E) express emotions
A
63) When a conflict is a permanent and regular part of being in business, it is considered to be ________. A) structural B) situational C) interpersonal D) destructive E) behavioral
A
72) A project team that was experiencing conflict found middle ground, where a new solution was developed that satisfied everyone's expectations. Which conflict resolution technique was most likely used? A) Collaboration B) Accommodation C) Negotiation D) Avoidance E) Compromise
A
75) Conflict that forces important issues into the open and increases the involvement of team members is considered to be ________. A) constructive B) mediated C) destructive D) targeted E) negotiated
A
85) Which of the following best describes the negotiation process? A) Reaching a mutually acceptable outcome when two parties have competing goals B) Examining personal belief to see if you might be contributing to conflict C) Using a neutral third party to guide conflicting parties by asking probing questions D) Seeking the middle ground by requiring sacrifices by all parties E) Accepting and support one approach even though one party has reservations about it
A
13) Which of the following is the basis for the success of a communication effort? A) The sender's ability to form complete sentences B) The nature of the conversation C) The receiver's performance as a listener D) The interest level of both parties in the subject matter E) The absence of barriers to communication
C
14) Which of the following is an outcome of a failure to transfer ideas from short-term memory to long-term memory? A) Lack of physical reception B) Invisibility C) Poor self-management D) Flawed recall E) Idle brain power
D
47) Which of the following is true when participating in planned conversations? A) You have more time to network with senior executives and other influential people. B) You can get to know colleagues on a more personal level. C) Gossip and complaints are more likely to be acted upon. D) You have time to prepare questions, information, and responses. E) Social relationships can be strengthened.
D
29) To be a better speaker and a better listener, pay attention to A) making clear and specific statements. B) eliminating superficial distractions. C) time of day. D) using words that are highly technical. E) nonverbal cues that reinforce the message.
E
3) ________ occurs when people tune out anything that doesn't conform to their beliefs or their self-images. A) Empathetic listening B) Constricted listening C) Egocentric listening D) Active listening E) Defensive listening
E
17) Effective listeners A) take careful notes when needed. B) avoid eye contact. C) listen using the same style each time. D) assume they already know what is important. E) interrupt whenever they don't understand.
A
50) During a planned conversation, how can an audience member signal his or her engagement in the conversation? A) By limiting eye contact B) By expressing thoughts or confirmations after major points in the conversation C) By avoiding conflicting nonverbal signals such as nodding the head D) By saving all questions until the end of the conversation E) By compartmentalizing emotions
B
15) Which of the following is an external barrier to effective listening? A) Thoughts B) Emotions C) Multitasking D) Attention E) Noise
E
25) Especially effective in establishing dominance, ________ can also regulate interaction and indicate attention or interest. A) gestures B) posture C) appearance D) pace and pitch E) eyes
E
91) Which of the following represents the negotiation outcome when the sum total of all the values involved is fixed and the negotiations are based on how to divide those fixed values? A) Distributive negotiations B) Mediation C) Targeting D) Integrative negotiations E) Anchor amounts
A
35) Nonverbal signals should ________ a message. A) distort B) change C) complement D) eliminate E) amplify
C
56) When preparing for a conversation you expect will be difficult, such as discussing a poor performance review, A) avoid attempts to understand the audience's point of view. B) release all pent-up frustrations so the audience has a clear understanding of the problem. C) be sure to have all your facts in order to prevent arguments over details. D) put the conversation off as long as possible. E) incorporate your own beliefs and behaviors in the conversation.
C
6) The act of repeating key ideas to yourself silently and analyzing their meaning to increase your focus is referred to as ________. A) internal filtering B) thoughtful notetaking C) vocalized listening D) nonverbal reinforcement E) compartmentalizing
C
74) Which of the following best describes mediation? A) A grievance procedure utilized to eliminate conflict B) A discussion to understand why a conflict arose C) A neutral third party who guides the conflicted parties through the steps of resolving conflict D) The examination of your own beliefs and behaviors as they relate to conflict E) A meeting to help two opposing parties reach a mutually acceptable outcome
C
93) When the first offer establishes an anchor, how is the anchor used in the negotiation process? A) Anchors are used to adjust the first offer. B) Anchors are the final offer from one side. C) Anchors establish the basis that all subsequent offers work from. D) Anchors are the sum total of all values in the negotiation process. E) Anchors represent the bargaining zone to be used in the negotiation process
C
36) How should you use personal appearance to make a good impression in the workplace? A) Adapt your style to the style of the people you want to impress. B) Always strive for an individual, nonconformist look. C) Wear the most expensive clothes you can afford. D) Wear comfortable clothes to signal that it's the work that really matters. E) Incorporate a bright, attention-getting scarf or tie to increase the chance you will be noticed.
A
26) Which of the following indicates a specific and intentional meaning when using gestures and posture as a form of nonverbal communication? A) Slouching B) Waving C) Fidgeting D) Nodding E) Pacing
B
30) One way to show respect for others is to arrive promptly to a meeting. This is an example of ________ as a nonverbal cue. A) influence B) time and space C) gesture D) dominance E) pitch, pace, and stress
B
33) When conveying a message, the pitch, pace, and stress used are examples of ________. A) facial expressions B) vocal characteristics C) gesture and posture D) touch E) time and space
B
5) A reliable employee you supervise has come to speak with you about a leave of absence related to personal issues. To understand her feelings and needs, you should engage in A) content listening. B) empathic listening. C) critical listening. D) sustained listening. E) defensive listening.
B
55) Why are spontaneous, informal conversations at work among the most important you'll ever have? A) You can talk incessantly and the listeners do not have to participate. B) They can give you "face time" with executives and other people with whom you don't normally interact. C) You can interrupt at will since the conversation is less formal. D) They can allow you to express disagreement directly and then disengage from the conversation. E) You can gather personal information to be used later in negotiations of conflicts.
B
64) Members of a team cannot agree on the goals of the project. What type of conflict has been created? A) Structural B) Situational C) Interpersonal D) Destructive E) Constructive
B
67) Which of the following can create situational conflict? A) Competition for resources B) Workload imbalance C) Poor communication D) Cultural differences E) Unprofessional behavior
B
86) According to research, which of the following is used by those who are better at negotiating? A) Targeting B) Higher emotional intelligence C) Reservation points D) A take-no-prisoners attitude E) Win-lose strategies
B
2) An effective listener tries to practice ________ in an effort to eliminate his or her own biases and really hear and understand what the other party is saying. A) emphatic listening B) critical listening C) active listening D) content listening E) selective listening
C
34) Which of the following will help to improve listening skills? A) Focusing on specific word choices B) Writing down everything that is said C) Focusing on nonverbal cues D) Avoiding those who will not make eye contact E) Trusting only the most professional looking speakers
C
46) When unexpectedly meeting a new colleague or customer, what is one good way to initiate a conversation that reflects positively on you as a professional? A) Talk about rumors heard through company grapevine. B) Point out errors being made by coworkers. C) Ask about the other person's work. D) Explain your background and why you are a good fit for a project. E) Share excitement about events such as your performance reviews or your recent promotion.
C
51) When asking direct questions, how can you generate thoughtful responses that lead to discussion? A) Ask closed questions B) Ask personal questions C) Ask open-ended questions D) Ask questions that put the focus on the person responding E) Ask indirect questions
C
87) When preparing for the negotiation process, what needs to be considered when you work to understand and clarify your position? A) Whom you plan to target B) Your reservation point C) What you hope to achieve through negotiation D) All elements of the bargaining zone E) Your final and best offer
C
10) Which of the following can help a listener store information in long-term memory? A) Make a mental list. B) Watch for nonverbal signals. C) Record key points and summary reactions on paper. D) Create mnemonics such as acronyms or rhymes. E) Ask questions.
D
22) Which of the following statements about nonverbal communication is false? A) Facial expressions are a primary means of conveying emotions. B) A person's voice carries both intended and unintended nonverbal cues. C) Nonverbal signals can be used to assert both authority and intimacy. D) Mastering nonverbal signals will allow you to "read someone like a book." E) Nonverbal communication can supplement spoken communication.
D
28) In addition to conveying warmth and comfort, ________ can be used to convey control. A) time and space B) personal appearance C) gesture and posture D) touch E) facial expression
D
1) If you are listening mainly to understand the speaker's message, you are engaging in ________. A) content listening B) critical listening C) empathic listening D) vocalized listening E) selective listening
A
11) Which of the following is one of the unique challenges of listening, not dependent on individual choices and behaviors? A) Invisibility of spoken language B) Poor self-management skills C) Flawed recall D) Listening style E) Emotions
A
16) Which of the following is an internal barrier to listening? A) Emotions B) Music C) Strong accents D) Interruptions E) Noise
A
27) The primary vehicle for expressing emotions is A) facial expression. B) gesture and posture. C) vocal characteristic. D) personal appearance. E) touch.
A
12) Which of the following unique challenges of listening might take place when the speaker has a strong accent or mumbles, or when there is distracting ambient noise? A) Idle brain power B) Sound-to-language conversion C) Ineffective listening style D) Flawed recall E) Invisibility
B
95) Which of the following is made when one party in the negotiation process makes an offer that must be accepted, or they will walk away from the process? A) Reservation point B) Mediation offer C) Target D) Counteroffer E) Final offer
E
4) If you are engaging in critical listening, your goal is to A) understand and retain information. B) understand the speaker's feelings, needs, and wants. C) evaluate the logic and validity of the message. D) appreciate the speaker's point of view. E) find flaws in the speaker's ideas as quickly as possible.
C
70) To resolve a conflict within the department, a manager has determined the highest level at which all parties were in agreement. In what way is the manager attempting to resolve the conflict? A) Deciding if the conflict is worth resolving B) Examining personal beliefs and behaviors C) Identifying where the conflict originated D) Establishing common ground E) Determining a strategy for resolving the conflict
D
83) In what way can negotiation help to resolve conflict? A) Negotiations force each party to give up their own beliefs. B) Negotiations outline the difference between constructive and destructive conflicts. C) Negotiations will divide tasks in such a way that the opposing parties do not have to interact. D) Negotiations can help move the parties towards a mutually acceptable solution. E) Negotiations force opposing parties to collaborate in a professional manner.
D
37) Which of the following is one reason why nonverbal cues are often difficult to accurately interpret? A) Smart employees have learned to manage their nonverbal cues. B) Nonverbal behaviors are often discouraged in the workplace. C) Employees seldom consider nonverbal behaviors beyond the aspect of physical appearance. D) Nonverbal behaviors are minimized by strong word choices. E) Nonverbal behaviors are often influenced by culture.
E
48) Which of the following is the purpose of an agenda in a planned conversation? A) To encourage the expression of disagreement indirectly B) To avoid spontaneous conversation during the conversation C) To allow members of the conversation to appear engaged, even if they are not D) To help in visualizing a situation from another perspective E) To define topics of conversation and who will lead the conversation
E
45) Planning, initiating, maintaining, and concluding successful business conversations are the basic elements of ________. A) relationships B) good conversational skills C) time management D) potential opportunities E) personal branding
B
73) How does compromise work in conflict resolution? A) When compromising, the two sides collaborate on a new solution that satisfies everyone. B) When compromising, the two sides meet somewhere in the middle, with both sides giving up something. C) When compromising, one side will use a mediator to work through the conflict resolution process. D) When compromising, one side is removed to avoid the circumstances that created the conflict. E) When compromising, one side gives up their goal to maintain harmony in a relationship.
B
90) The overlap between your negotiation range and your assessment of the other party's negotiation range is referred to as ________. A) a situation assessment B) the bargaining zone C) the reservation point D) the target E) a counter-offer
B
92) Which negotiation tactic allows both parties to bring other options, such as incentives, to create more cooperative negotiations that are focused on long-term mutual success? A) Targeting B) Integrative C) Distributive D) Anchored E) Mediation
B
23) The nonverbal communication signal of touch A) is the least important form of nonverbal communication. B) is the great equalizer, putting people of different status on the same footing. C) should be completely avoided in all business situations. D) is governed by cultural customs that establish who can touch whom and when. E) is the primary vehicle for expressing emotion.
D
31) Which of the following best describes the process of sending and receiving information, both intentionally and unintentionally, without using language? A) Engagement B) Recording C) Passive listening D) Nonverbal communication E) Decoding
D
52) Which of the following is a closed question? A) What was the decision process the committee used? B) Why do you feel this candidate is the better choice? C) What can you tell me about the candidates' background? D) Which candidate do you recommend? E) How do you plan to train the new employee?
D
57) Which of the following can help to resolve a disagreement during a difficult conversation with a subordinate? A) Be spontaneous and avoid over-preparing. B) Present all your thoughts before preparing to listen. C) Use passive listening skills. D) Find common ground and visualize the situation from the audience's perspective. E) Use an agenda and incorporate a strict beginning and ending time.
D
65) Gina is routinely late for staff meetings, and when she in a meeting, she is continuously checking her cell phone, creating distraction for the staff. What type of conflict is being generated by Gina's activities? A) Structural B) Situational C) Constructive D) Interpersonal E) Destructive
D
69) Which of the following is true about constructive conflict? A) It can create a decrease in productivity. B) It can damage the morale of team members. C) It can create similar conflict in other areas of the organization. D) It can generate creative ideas for problem solving. E) It can limit the involvement of other team members.
D
89) Which of the following is referred to as the reservation point during the negotiation process? A) The baseline used to measure progress in the negotiation process B) The sum of values you wish to achieve C) Your best alternative to use at the start of the negotiation process D) The least attractive offer you are willing to accept E) The complete range of negotiable benefits
D
53) When asking an indirect question, how can you avoid putting someone on the defensive? A) Ask closed questions. B) Summarize their actions before asking the question. C) Maintain eye contact with the person responding instead of the entire audience. D) Vent your frustrations before allowing the conversation to continue. E) Shift the focus of the question from the person to the decision-making process.
E
66) Which of the following is an example of a structural conflict? A) Resistance to change B) Unprofessional behavior C) Conflict between individual goals and team goals D) Cultural differences E) Conflict over fundamental values
E
71) If two team members are experiencing conflict, and efforts to resolve the conflict have not worked, what is one way a manager might move the team forward despite the conflict? A) Determine which approach would be best for the team and remove the other team member from the group. B) Alternate which team member "wins" on each area of conflict. C) Require the two to meet until they are ready to collaborate in a meaningful way. D) Have the team focus on the past activities of the team members to fix the problem. E) Divide the tasks so the two team members do not have to work together.
E
76) Conflict that saps productivity and damages morale is called ________. A) targeted B) negotiated C) constructive D) mediated E) destructive
E
