Professional Communications Midterm Review

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Rule #1 in writing a business email is to always be __________

professional

Using "reply all" is _________ a good idea

rarely

Which of the following conflict factors involve physical environment to which individuals are exposed?

situational factor

Which of the following is NOT a discussed result of conflict?

smooth communication

Employees understand that customer care is at the heart of a business being __________

successful

___________ learners prefer touch as their primary mode for taking in information

tactile

Emails are not _____________________. Spell words out, use complete sentences and proper punctuation.

text messages

when customers are leaving, it is important to thank them for coming even if ...

they didn't buy anything

_____________ like to take an objective approach and emphasize logic and analysis on their decisions

thinkers

Which of the following is NOT a basic element of communication?

thought process

Which is not a function of nonverbal communication

to humor others

which of the following is the main function of the second paragraph of a cover letter

to make yourself desirable

The subject field shows the ________ of your email. Leaving it blank or using it unwisely could lead to your email never being opened.

topic

Tactile learners learn best by ...

touching or doing

What involves selecting the appropriate channel of communication for the message delivery?

transmitting

which is not a characteristic of nonverbal communication

use of words

____________ prefer to have others so the talking

introverts

Which of the following statements is likely to be used in the avoidance conflict management style?

"I don't want to talk about it."

standard response time for a business email is ______ business hours

24-48

According to studies, how many American employees feel stressed at work?

40%

Which of the following statements describes the word "power"?

Ability to perform an action or the possession of control or influence over others

Saying "I understand how you feel right now," is an example of using which of the following active listening skills?

Acknowledging the feelings of the other party

Which of the following lists the three tools of resolving conflicts?

Active listening, collaborative attitude, positive language

Tyler and Kimberly are talking about which gift they should buy their parents for their anniversary. Tyler is not willing to compromise on his gift idea. This is an example of which of the following communication styles?

Aggressive

Which of the following is a linear model of communication which can be thought of as the model used for public speaking, persuasion and propaganda?

Aristotle's Model

Asking "What do you think about it?" is an example of using which of the following active listening skills?

Asking people to share their perceptions

___________ can be used when there is one main recipient but there are several other people, who all know each other, who need to be included on the email as well

CC (copy)

Chris and Susan are discussing their plans for the football game tomorrow night over the telephone. Which of the following would the telephone be considered in the scenario?

Channel

Which of the following statements describes a group conflict?

Conflict among 2 or more teams of the same organizations, or different organizations

Which of the following conflicts can be categorized as a group conflict?

Conflict between a company's sales and marketing departments

Which of the following statements describes a conflict?

Disagreement in which parties perceive a threat to their needs, interests or concerns.

A person with a collaborative mind is NOT likely to believe which of the following statements?

During a conflict, people should only focus on personal goals and final outcomes

Stephen and Joe are eating lunch together in the cafeteria. Joe asked Stephen how he did on his algebra test. Stephen answering Joe's question is an example of which of the following?

Feedback

____________ is the body of research on the processing differences between the left and right sides of the brain

Hemispherisity

Which of the following statements describes a conflict management style?

Individual's preferred way to respond to conflict

Which of the following is a relationship factor which contributes to conflicts?

Lack of trust

Which of the following is NOT an example of non-verbal communication

Listening

In the Shannon-Weaver Model, which of the following is physical interference such as loud sounds which could impact the reception of a message?

Noise

According to Dr. Sandra Collins, what are the three major types of factors which cause conflicts?

Relationship factors, personal factors, situational factors

Which of the following statements is likely to be used in the accommodating conflict management style?

Whatever you decide works for me

Which of the following third parties neither makes the final decision nor has extensive expertise related to the conflict?

a facilitator

Which of the following third parties should be involved when the conflicting parties believe they can reach a solution, but need a third party to manage the process?

a facilitator

Which of the following third parties helps conflicting parties clarify the situation and decide on a solution?

a mediator

Which of the following is NOT a discussed example of a threat which causes a conflict?

a threat to ones family

What are the two types of listening?

active and passive

It is important to listen t that the customer has to say as well as show the customer that you are ________ listening

actively

Which of the following communication styles can involve manipulation or intimidation to achieve an end goal?

aggressive

Which of the following third parties has clear control over the final agreement?

an arbitrator

Which of the following third parties is given authority and hears all sides of a case, discusses it with each party, and makes a final judgment based on the information gathered?

an arbitrator

_______________ learner can absorb a lecture with little effort

an auditory

Judges and juries are examples of which of the following third parties?

arbitrators

Asking "Could you give me an example of what you mean?" is an example of which of the following active listening skills?

asking clarifying questions

Which of the following communication styles can be referred to as a "broken record"?

assertive

Which is not one of the four key characteristics of excellent customer service

assertiveness

If a person simply refuses to deal with a conflict and is indifferent to the outcome of the conflict, which of the following conflict management styles has he or she chosen?

avoidance

Facial expressions aid in all of the following except

breaking through the stress in the room

____________ is a statement describing your career interests and showing a reviewer what you hope to achieve through a position

career objective

what is the most common style of resume

chronological

Which of the following is the most effective management style in most conflicts?

collaborative

What is the interchange of thoughts, opinions or information by speech, writing or signs?

communication

Which of the following refers to the way a message is conveyed?

communication style

Which of the following conflict management styles is high in assertiveness and low in cooperativeness?

competitive

Susan and Lee were in a conflict. Susan claimed she would give up part of her interests if Lee gave up part of his. This is an example of what type of conflict management style?

compromising

Which of the following is an example of a conflict caused by a personal factor?

conflict between two employees who have different personalities

The ability of an employee to take care of a customers' needs and make sure they are satisfied with the service or product

customer service

When customers are angry and upset it is important to remain calm, helpful, and positive. By doing so you will most likely ___________ the customer's anger.

de-escalate

David, the manager of a bookstore, prefers to directly point out other's mistakes. Some employees see his communication style as rude and aggressive. Which of the following can cause such a conflict?

differences in work styles

In the Transactional Model of Communication, which of the following overlaps to show how the similarities in the communicators can have an impact on the delivery of a message?

experience

_________ like talking with others and taking action

extroverts

Which of the following is not a component of paralinguistics

facial expressions

Hearing & Listening are the same thing? true or false

false

__________ prefer emotion to logic

feelers

which is not left- brain strength

feelings

Which is the suggested format to use when creating an e-mail address for job searching

[email protected]

A cover letter should not be __________

generic

The first paragraph of a cover letter does not need to do which of the following

include your contact information

Which of the following describes a conflict which happens between a supervisor and a subordinate?

interpersonal conflict

When trying to achieve a goal _______ may jump to closure to quickly

judgers

Which is not a type of vocalic

language

Information enters your brain in three main ways: sight, hearing and touch, the one you use the most is called your ....

learning style

Knowing your ____________ , both your strengths and weaknesses, can help you study more efficiently

learning style

Which of the following is not a style of resume

mechanical

Which of the following is NOT one of the factors of successful mediation?

mediator's age

How long should your cover letter typically be

no longer than a page

How long should your resume be at the beginning of your career

one page

Which of the following types of listening commonly occurs in informal settings such as with friends?

passive listening

Which of the following communication styles includes the desire to avoid conflict but still tries to manipulate the situation so the outcome is in their favor?

passive-aggressive

Which of the following is NOT a communication style?

passive-assertive

When trying to achieve a goal ____________ like to consider all sides to a problem and may be at some risk for not completing their work

perceivers

Using open body language helps send which kind of message

positive

Which of the following is defined as "the ability to perform an action or the possession of control or influence over others?"

power

Which of the following is NOT a basic element of communication?

prioritizing

Julie, the manager of a restaurant, was frustrated because one of the waiters was absent twice without any notification. However, instead of saying, "You are unreliable," Julie asked, "Could you give me a little advanced notice when you won't be able to work?" Which of the following positive language skills describes Julie's communication style?

using a specific behavioral statement

Saying "I am sure we can find a solution for this issue," is an example of using which of the following positive language skills?

using relationship building language

________ learners prefer to see information such as pictures, diagrams, cartoons, and demonstrations

visual

Which of the following is the only time you might not need a cover letter

when you are submitting you resume in person at a networking event

When trying to build across learning styles, make the best use of your learning style, but ____________ in skills that don't come easy to you

work harder


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