OWare- Essentials Of Communication 3. Interpersonal Relationships

The following statement is an example of which type of opener? "Good morning. This is your captain speaking."

self-references

Relationships tend to develop or deteriorate _____.

sequentially

To be a good conversationalist, which of the following is most important?

being a good listener

Which of the following are reasons why you might need to give someone your full attention in order to understand him or her?

both of the above

What type of interview would most likely be used for the following situation? calling someone who is behind on his credit card payment

problem-solving

Identify the type of relationship given below. a doctor's relationship with her patient

professional-client

___ relationships are primarily goal- or task-oriented.

professional-functional

Keith and Edward are architects. Over the years, they've helped each other with projects. Recently, they decided to form a partnership. This interpersonal relationship is ___ Based on Knapp's model, Keith and Edward's relationship is in the ___ stage

professional-functional bonding

What should an interviewee practice for a job interview? Select all that apply.

recalling background information giving examples of past achievements

Which of the following is preparation for both the interviewer and the interviewee:

research question development practice

What type of interview would most likely be used for the following situation? casting someone as a host on a talk show

selection

If you forget a person's name, which of the following should you do? Select all that apply.

Apologize and ask him or her to remind you. Mention your last encounter.

Which of the following interview questions are unlawful? Select all that apply.

Do you have any physical disabilities? So, tell me about your family. Are you married?

If you receive criticism that you feel is unjust, what should you do?

Explain to the other person in private why you feel the criticism is unjust.

Which of the following should you do in a voicemail greeting? Select all that apply.

State your full name. State your company's name. Ask the caller to leave a message. Leave an alternate number.

Bobby is planning to interview his grandfather. His goal is to find out what it was like to be a soldier in World War II. Which of the following questions would best help him meet his goal?

What did you do on a typical day?

Identify the type of relationship given below. the president of a company and one of the departmental managers

superior-subordinate

The following scenario is an example of which type of feedback? Jan: "I'm sorry that happened. It really doesn't seem fair."

supportive

If you were interviewing a champion surfer about his latest competition, what kinds of things might you want to research? Select all that apply.

surfing terminology and jargon the competition's history

What would be the best way to respond to an unlawful interview question in order to promote a successful conclusion to the interview?

tactfully deflecting the question

An "interpersonal relationship" is a relationship between two or more people.

true

In business e-mails, it is important to respond within twenty-four hours.

true

In the following situation, sharing the information would be considered gossiping. Allison just made the JV basketball team, but she's only a freshman, so the older girls don't talk to her much. She wants the girls to like her, so she's thinking about telling them why one of the guys on the varsity basketball team got suspended. She overheard two teachers talking about the situation when she was in the office.

true

The conversation must be opened, maintained, and closed in a manner that is respectful to both parties.

true

The word 'criticism' has a negative connotation even though many positive attributes can be derived from criticism.

true

Speaker cues for maintaining conversations include which of the following? Select all that apply.

turn-maintaining cues turn-yielding cues

Which sentence is an effective example of I-language for the following scenario? Aaron's coworker Bryce has not been working on the team project their boss assigned them.

"I feel like this assignment isn't a priority to you."

Which of the following is an open question?

"Why did you leave your last job?"

Which aspects of the REPAIR model are in use in the following scenario? Select all that apply. When Tommy received his test, he decided that he didn't agree with the grade his teacher gave him. After listening to Tommy's argument, his teacher said, "Tommy, you've obviously studied hard. We're debating over a high A versus a low A. But I simply cannot accept your answer here. Next time, make sure that you include the historical data like the instructions call for."

Recognize the problem or source of difficulty. Engage in conversation to discover a mutually satisfying resolution. Pose reasonable, fair solutions. Affirm the other person's importance.

Growth and development in a relationship is _____ .

avoidable

Which of the following should you avoid when the person you are calling answers the phone?

none of the above

In which part of an interview would you establish a proper tone?

opening

The following scenario is an example of which step in the five-step model of communication? Jed: "Hey, what's going on?" Andrew: "Not much. You?"

opening

The maxim of ___ requires the speaker to tell the truth

quality

Identify which conversation step from the Five-Step Model is taking place in each line of the following conversation. Justin: Hey, Jeff! Jeff: Yeah? Justin: Get ready for the news of the day! Jeff: Okay. Justin: I got that job I was after! Jeff: Wow! That's great! Justin: Thanks! Starts right now! Later!

opening feedback feedforward feedback business feedback closing

Which of the following types of openers focuses attention on the listener?

other references

During a telephone call, voice quality accounts for _____ percent of the overall impression.

70

Which of the following are some of the guidelines for conversing clearly that James Morris gives in his book The Art of Conversation? Select all that apply.

Be relevant. Be exact.

Because of the possibility for misinterpretation in e-mail, which of the following should you do?

Be very clear.

Which of the following would not be appropriate to ask someone you'd just met?

How much money do you make?

A good conversationalist will be:

Mindful Flexible Honest

Which of the following would be the most appropriate way to introduce a new employee to a senior partner?

Mr. Davis, this is Hannah Parker. She's a recent graduate of Harvard Law School and just joined our team.

Which rules for handling phone calls are being followed in the following scenario? Select all that apply. "Hello, this is Kelly Chambers with Smith and Associates. I'm calling for Jasper Klondike, Director of Marketing. We had arranged a 2:00 appointment. Is he available to speak? Yes, I'll hold." ... "Ms. Chambers, Jasper Klondike here. Sorry to keep you on hold. I have your e-mail in front of me. I've got answers to two of your questions. (conversation continues)

Rule 1: Be sensitive to schedules and time zones when making calls. Rule 2: State your full name, business title, and purpose of call up front when calling. Rule 3: Check availability—don't assume the person has time to talk right then. Rule 4: Be prepared with documents, research, questions, etc. Rule 5: Sound as nice as you should be. Smile as you speak. Rule 7: Treat callers on hold with care. Apologize. Update them frequently.

Which rules for handling introductions are being broken in the following scenario? Select all that apply. "Hey, Ted, this is Bill. He's the CEO.

Rule 2: Acknowledge status—introduce people of lesser status to those of greater status. Rule 4: Include titles—don't assume you're on a first name basis.

Which rules for handling criticism are being followed in the following scenario? Select all that apply. "Jackie, I'd like to talk to you about your essay. It's brilliant! I think you should publish it after you go back and clear up some problems with pronoun reference. Pronouns are my challenge, too."

Rule 3: Balance criticism with encouragement. Rule 4: Admit your faults. Rule 6: Be specific.

If you were performing introductions among the following people, whom would you mention first?

a client

An "interview" usually includes

all of the above

Cultivating a relationship requires understanding the other person. Which of the following behaviors demonstrate understanding?

all of the above

Which of the following is an appropriate way to end a call?

all of the above

Which of the following are acceptable behaviors for telephone conversations?

asking to put the caller on hold

Which relational dialectic is causing tension in the following scenario? Jeff and Diane have been dating for three weeks. Jeff is crazy about Diane and calls her twice every day. Although Diane likes Jeff, she is starting to feel suffocated.

autonomy-connected

Which relational dialectic is at work in the following scenario? Lisa has just turned sixteen. While her mother has always been a bosom friend, recently, Lisa has begun to distance herself, at times feeling like her mom is smothering her. Fortunately, Lisa's mom wisely recognizes that Lisa is quickly approaching adulthood and needs more space than she used to.

autonomy-connection

In which relationship stage are the individuals in the following scenario? Elizabeth and Marianne were walking home from school when Elizabeth got a text message. She pulled out her phone to see who it was from and immediately groaned. "It's Walter again," she said, stuffing the phone back into her backpack. "I wish he'd stop texting me all the time. This is like the fourth one today. It's getting really annoying."

avoiding

The following scenario is an example of which step in the five-step model of communication? Pramod: "I asked Howard to take a look the problem. He said he would." Max: "Do you think he can fix it?" Pramod: "I think so. He said he fixed something similar last week."

business

In which part of an interview would you plan a follow-up meeting?

closing

The following scenario is an example of which step in the five-step model of communication? Jack: "It was nice to meet you."

closing

references are usually innocuous because they are the least personal and direct of the four reference types.

context

In which relationship stage are the individuals in the following scenario? Rajiv and Jaya have been dating for four months, but Rajiv recently bought an old car that he is fixing up. Jaya prefers to go to the movies with her friends when Rajiv is working on his car.

differentiating

In which relationship stage are the individuals in the following scenario? Mick and Beth are on their first date. They met at a party two weeks ago and have decided they'd like to get to know each other better.

experimenting

A first impression is not always important.

false

If errors were made in an introduction, you should not correct them.

false

It is okay to be more familiar in an e-mail than you would be in person.

false

On a home or cell phone voicemail, it is fine to use playful, funny greetings.

false

The same rules apply to business emails that apply to personal emails.

false

Unrestrained self-disclosure will strengthen a developing relationship.

false

Women do not need to stand when being introduced to someone.

false

Identify the type of relationship in the following scenario. Karin and Jana have lived next door to each other for eleven years. They walk to school together every morning, shop together on the weekends, and even go on vacation with each other. After school, they work at the same store.

friendship

Which of the following are personal-social relationships? Select all that apply.

friendships families

Which of the following is/are part of a proper handshake? Select all that apply.

hand perpendicular to the ground fingers together clasp and unclasp neatly

What type of interview would most likely be used for the following situation? interviewing a celebrity about her latest movie

information-gathering

In which relationship stage are the individuals in the following scenario? Quentin and Spencer have both been on the basketball team for the last four months. When they talk about their practices or upcoming games, they often make jokes or refer to things that their friends who are not on the team don't always understand.

integrating

If you are at a business function and have not been introduced, which of the following should you do?

introduce yourself

Which of the following should you do when receiving criticism? Select all that apply.

listen think

___ feedback is given with little or no reservation.

low-monitoring

Jeff's response to Justin assumes that Justin is following which maxim? Justin: Hey, Jeff! Jeff: Yeah? Justin: Get ready for the news of the day! Jeff: Okay. Justin: I got that job I was after! Jeff: Wow! That's great! Justin: Thanks! Starts right now! Later!

maxim of quality

In the following scenario, which maxim is not being observed? David: So we climbed behind the waterfall, and there was this huge cave. It was amazing! Zooey: That cloud looks like a bunny. David: What?

maxim of relevance

Which of the following should you include in e-mails?

message threads

Not allowing prejudices or stereotypes to influence us is part of which aspect of conversation?

mindfulness

Which REPAIR tactic is being used in the following scenario? Jeff and Diane have talked about Jeff's frequent phone calls. Diane has explained that she finds them overwhelming, and Jeff has agreed to call less often. Now he only calls once every other day.

pose (wrong)

The telephone could be considered an important business tool.

true