CHAPTER 2 interpersonal communication and emotional intelligence

Which of the following is an example of an effective reflecting statement?

"Is it fair to say that you think this is a reasonable suggestion for your company?"

Which is an effective reflecting statement?

"It sounds as if you feel that the pricing for this project is appropriate."

Which of the following are examples of judger statements?

"This is how we will take care of this issue. I do not want to discuss it further." "I am the only one here who knows anything about advertising, so there is no need to hear other opinions."

Which of the following are examples of nonlistening behaviors?

"me too" statements judging advice-giving statements

Which of the following situations describes emotional hijacking?

A person's behavior is controlled by emotion.

Which of the following is the best way to accurately interpret nonverbal signals?

Consciously learn to understand nonverbal signals from those with whom you frequently interact.

Which one of the following statements best describes the way emotional intelligence plays a role in business?

EQ allows a person to think clearly and be effective in stressful situations.

Which of the following statements about communication technology are true?

Effective listening can be reduced if a person relies too much on communication technology. New opportunities for people to communicate are regularly created by technology. Communication technology can be a barrier to effective listening.

True or false: According to recent research, leading questions are the best questions for sales people to use.

False

Which of the following are among the eight guiding principles that Forni has recommended for improving civility?

Get to know people around you. Disagree graciously and refrain from arguing. Listen to the voice of empathy.

Which of the following questions demonstrate a learner mind-set?

How is this program beneficial? How well does this new approach meet our goals?

Which statement best describes perspective-getting?

It involves correctly understanding other people's views.

Which of the following best describes the clarifying aspect of active listening?

It involves ensuring you accurately comprehend what others mean.

How does Michael Hoppe define active listening?

It is "a person's willingness and ability to hear and understand."

Which statements about gossip are true? (Choose all that apply.)

It is one of the most common types of incivility. It is damaging in part because it erodes trust.

Which of the following statements about sharing your ideas as a listener are true?

It is unfair not to share your thoughts and ideas. It is a component of active listening.

Which of the following is true of listening?

It requires more effort than simply hearing.

Maia is telling her colleague Jeff about working with a particular client, who has a reputation for being demanding and difficult. When Maia begins to share some of her strategies for dealing with the client, Jeff interjects with his own story about a difficult client. Which of the following best explains Jeff's reaction?

Jeff is trying to be empathetic, but his "me too" statement is preventing him from being an effective listener.

Which of the following describe a learner mind-set?

Kate goes to a city council meeting prepared to listen with an open mind. Javier disagrees with his cousin's opinion on selling their aunt's house but is open to finding a mutually beneficial solution.

Which are among Forni's recommendations for improving civility in society and the workplace?

Pay attention to small things. Keep a positive attitude. Slow down and be present in life.

How common is semantic noise in business conversations?

Semantic noise occurs in nearly all business conversations.

Rob is giving an explanation about the major staff restructuring at the company. Fran raises her hand and says, "It sounds as though your key points are that the restructuring will increase productivity and efficiency across the board. Is that accurate?" What is Fran doing by saying this?

She is using a summarizing statement to make sense of the main issues from Rob's perspective.

Quinn recounts a story about a time she was accused of misplacing some work files and how the situation escalated into a serious situation. Olivia had been through a similar experience. In which of the following ways should Olivia respond?

She should be careful not to draw attention away from Quinn's story to her own.

Because Sandy works for a company that is a two-hour drive from her house, she telecommutes from a home office. She communicates with her colleagues via email, instant messaging, and phone calls, but she sometimes feels her ideas are not getting through to her colleagues. Which of the following is the most effective option that Sandy can implement to reduce barriers to effective listening?

She should go to the office from time to time to engage in face-to-face communication.

In interpersonal communication, noise is which two of the following?

Something that distorts the message being communicated Something that interrupts the message being communicated

Which of the following statements about nonverbal communication are true?

The meaning of nonverbal communication is less precise than verbal communication. Nonverbal communication is mostly understood subconsciously and developed instinctively.

Which of the following are generally true of most good questions that facilitate learning in communication?

They are open-ended. They reflect a learner mind-set.

Which of the following are true of leading questions?

They are used to lead others to your way of thinking. They are often seen as being dishonest.

Which of the following are effects that can result from positive, sincere emotional expressions such as smiles?

They can generate goodwill. They can help others trust your intentions.

Which of the following statements are generally true of people with high emotional intelligence?

They earn more money than people with a low EQ. They make up a majority of the high performers in the workplace.

Which of the following are traits of great listeners?

They give speakers their full attention. They anticipate how a speaker thinks.

Which of the following statements are true of poor questions?

They often reflect a judgmental mind-set. They can lead to less listening.

Which of the following are reasons that defensive comments tend to end listening?

They prematurely move attention from the speaker to the listener. They lead to a reduction in trust and block a truthful exchange of information.

Which of the following is a trait of the best business managers?

They understand that it is important to make time for listening.

Which of the following statements about eye contact are true?

Those who achieve eye contact are more likely to build rapport and empathy. Differences can be resolved more readily when participants make eye contact.

Tracey has been a flight attendant for decades. She is working the main cabin but is accustomed to working the first-class cabin. She worked back-to-back flights and is tired. As the passengers board, Tracey notices several crying babies and many oversized pieces of luggage. Still, she pastes a smile on her face and nods to passengers. In this situation, which of the following statements is most likely true?

Tracey's smile is forced and not genuine.

True or false: A study of hundreds of companies in North America found that up to about one-half of employees experience incivility at work every week.

True

True or false: Some managers feel that listening endangers their authority, so they speak more and listen less.

True

Which of the following is an example of a rapport-building question?

What did you think about the online sales tactics conference you attended?

Which of the following questions display a judger mind-set?

Who caused this disaster? Does anyone care about this?

Which of the following are examples of the type of question that a highly self-aware communicator might ask?

With which type of audience do I feel the most impatience? What strategy can I follow to stay focused when I begin to feel impatient in a presentation?

You want to make your colleague feel comfortable talking to you. You notice that he generally sits back in his chair with his arms on the arm rests and legs crossed at the ankle. He usually wears a serious expression on his face but holds eye contact. Which of the following should you do to synchronize your body language and make him feel most comfortable?

You should look him in the eyes, give him adequate personal space, and sit with your legs crossed at the ankle to put him at ease.

Which of the following are guidelines for developing your sight-reading abilities?

You should sight-read in clusters rather than in isolation. You should consciously practice every day.

Which of the following are common barriers to effective listening?

a short attention span a lack of patience a lack of self-awareness

What is civility?

an extension of emotional intelligence respect for other people's dignity and importance

Dwayne works for a technology company in which employees freely share their ideas, including when they disagree with him. Therefore, when Dwayne tells his team about proposed changes in employee benefits and they don't say anything in response, how is Dwayne likely to interpret their silence?

as agreement

After experiencing intense anger, a person

can help ward off further incidents by practicing self-awareness. is more vulnerable to being provoked into anger again during the aftermath of the event. continues to feel a lingering reaction for hours or days afterward.

People who are high in self-awareness are better able to manage upsetting situations because they

can identify the triggers that cause strong emotions.

Which of the following are skills of active listening, as described by Michael Hoppe?

clarifying holding judgment sharing paying attention

A person listens to someone speak, then tries to interpret what the speaker meant by those words. This process is called

decoding.

It is important to behave with civility in the workplace because it

demonstrates good character. sometimes calms a volatile situation. indicates concern for others.

Which of the following are involuntary movements made by the eyes?

dilated pupils CLEM (conjugate lateral eye movement)

When Anna tells Jim that she thinks another employee has been reading his private e-mail, Jim flies into a rage, accuses Anna of being the culprit, and says he never wants to work with her again. This behavior would be a case of which of the following?

emotional hijacking

In interpersonal communication, what does the term EQ mean?

emotional quotient

Understanding and relating to the needs of others is called

empathy.

Which of the following are principles for managing business relationships effectively?

ensuring civility in the workplace adapting communication to others' preferred styles

Which two of the following are essential aspects of clarifying in a conversation?

ensuring you grasp others' perspectives asking others to offer clarifying details about their thoughts

A person with good self-management skills will

exercise discipline to achieve long-term goals. use both positive and negative emotions to meet goals. be aware of emotion as it is occurring and control it.

Sometimes people fail to reach the same understanding about what is being said. This can be caused by interference from which of the following?

external noise lifetime experience internal noise

Which of the following are examples of incivility? (Choose all that apply.)

failing to act with basic courtesy failing to acknowledge the efforts of others intruding on the privacy of others ignoring others

Which of the following are acts of incivility in the workplace?

frequently interrupting others ridiculing a person's political or religious beliefs gossiping and talking behind a person's back

Physiological noise in communication consists of disruptions caused by

impairments of a person's body or brain function, such as deafness or stuttering.

When two people send and receive verbal and nonverbal messages, it is called

interpersonal communication.

Which of the following are barriers to effective listening that managers often face?

lack of time internal noise

Which of the following are poor types of questions?

leading questions cross-examination questions statements disguised as questions

In order to pay proper attention and demonstrate your eagerness to understand what another person has to say, which of the following should you do?

lean forward nod when appropriate

After explaining to the other members of the Spring Dance committee her ideas for decorating the gym, Calliope says, "That's my opinion on how we should decorate, but I'm curious to see what everyone else has come up with." In terms of communication theory, Calliope has made a ______ statement.

learner

Tina is a member of the bargaining team for the local teachers union. The team is currently negotiating a contract with the school district, and the two sides have different opinions on how the new contract should look. However, Tina is approaching the negotiations with an open mind and feels positive about the possibility of finding common ground and negotiating a deal that will please both sides. Tina is displaying a ______ mind-set.

learner

Interpersonal communication includes

messages sent between two or more people. exchanging mutual messages. negotiating the meaning of messages.

In order to make sure that you are really reflecting on and understanding what others are saying, you should

paraphrase what you are hearing.

People who are self-aware

pay close attention to their internal states. understand their own emotions as they occur. know what makes them feel various emotions.

Which of the following is the first step in active listening?

paying attention

Active nonverbal communication is an essential part of

paying attention.

One person is talking to another, but the words can barely be heard because of loud music playing in the background. This is an example of communication that is being affected by ______ noise.

physical

The quality of message delivery can be diminished by which of the following?

psychological noise physiological noise semantic noise

Active listening involves ______ the ideas and emotions of others.

reflecting on

Being able to manage interactions successfully by using your knowledge of your emotions and the emotions of others is known as

relationship management.

When takers try to manipulate givers, givers should be ______ about their tendency to be emotionally concerned for others.

self-aware

The domains of emotional intelligence include

self-awareness. relationship management. empathy.

A supervisor tells an employee, "Send me a memo as soon as possible." The employee finishes the important project she was working on and then writes the memo when she has free time. She believes this was "as soon as possible." The supervisor is angry because the employee did not write the memo immediately. This is an example of communication disrupted by

semantic noise.

When communication succeeds, the participants reach the same understanding about a feeling, thought, or idea. This is called

shared meaning.

Which of the following are examples of physiological noise in interpersonal communication?

sickness memory loss partial deafness

Being able to interpret and perceive the meaning of nonverbal communication through careful observation and examination is known as

sight-reading.

Perspective-getting is sometimes challenging because people

sometimes choose to hide their views. may hold self-contradictory views.

In which of the following situations would an extroverted professional likely perform more strongly than an introverted counterpart?

speaking at a press conference networking at a party making cold calls to potential clients

In active listening, restating what you believe the speaker's major themes are in order to demonstrate your comprehension of the conversation's main points and major direction is known as

summarizing.

Which of the following views of listening is usually effective, especially in flat organizations?

that effective communication requires active listening

Which of the following are examples of physical noise in interpersonal communication?

the clatter of dishes during a conversation in a restaurant hard rain that prevents an athlete from seeing a coach's hand signals a scratchy, garbled cell phone connection

The tendency to seek support for and validation of our views is referred to as

the confirmation bias.

Which of the following are reduced by incivility in the workplace?

the effectiveness of a company's leaders employee job satisfaction employee loyalty to the company

In interpersonal communication, the term meaning refers to

the ideas and feelings that a person intends to communicate to another person.

Givers should address which potential barriers to their performance resulting from empathy?

timidity emotional concern for others availability

Which of the following are reasons why you might synchronize your body language with that of the person you are talking to?

to show empathy for the other person to make the other person more comfortable talking to you

Part of paying attention means trying to

understand everything said from the perspective of the speaker.

Which of the following are elements of emotional intelligence?

understanding emotions managing emotions developing empathy

When basic worth and dignity are not acknowledged, people tend to feel

unwelcome. less enthusiastic about cooperating with co-workers. undervalued.

Emotional intelligence can often be improved by

writing in a journal. using social gatherings to practice communication skills. thinking about behavior and emotions.