Question 1

If using assertive behaviour, it is more likely that the outcome you achieve will be:

Accepted Answer

A)  win-win. 
B)  lose-lose. 
C)  win-lose. 
D)  lose-win. 
E)  unclear. 
A)  win-win. 
B)  lose-lose. 
C)  win-lose. 
D)  lose-win. 
E)  unclear. A

Question 2

Which of the following statements would definitely not spur a clarifying question?

Accepted Answer

A)  'Everybody knows it's going to happen.' 
B)  'Take it away; I need lots more.' 
C)  'The whole area is in meltdown; it's a disaster.' 
D)  'Start from when you first detected the error in the loading procedure, and then tell me what happened next.' 
E)  'This isn't working; we need to do something else.' 
A)  'Everybody knows it's going to happen.' 
B)  'Take it away; I need lots more.' 
C)  'The whole area is in meltdown; it's a disaster.' 
D)  'Start from when you first detected the error in the loading procedure, and then tell me what happened next.' 
E)  'This isn't working; we need to do something else.' D

Question 3

For which of these situations would it be least appropriate to put something in writing?

Accepted Answer

A)  When you are communicating with many different people in different locations 
B)  When you are communicating a complex new organisational procedure 
C)  When you are communicating information of a precise nature 
D)  When you are communicating an urgent piece of information that needs to be acted upon immediately 
E)  When you want to reinforce something you said earlier 
A)  When you are communicating with many different people in different locations 
B)  When you are communicating a complex new organisational procedure 
C)  When you are communicating information of a precise nature 
D)  When you are communicating an urgent piece of information that needs to be acted upon immediately 
E)  When you want to reinforce something you said earlier D

Question 4

Which of the following statements best describes successful communication?

Accepted Answer

A)  Successful communication is a process of gathering good information to achieve a goal. 
B)  Successful communication is a process of giving good information in order to achieve a goal. 
C)  Successful communication is a process of gathering and giving good information. 
D)  Successful communication is a process of gathering and giving good information in order to achieve a goal. 
E)  Successful communication is a process of gathering and giving good information in order to avoid conflict. 
A)  Successful communication is a process of gathering good information to achieve a goal. 
B)  Successful communication is a process of giving good information in order to achieve a goal. 
C)  Successful communication is a process of gathering and giving good information. 
D)  Successful communication is a process of gathering and giving good information in order to achieve a goal. 
E)  Successful communication is a process of gathering and giving good information in order to avoid conflict.

Question 5

Which of the following is not a form of communication?

Accepted Answer

A)  Organisational policy 
B)  Email 
C)  Workplace health and safety (WHS) signage 
D)  A team meeting 
E)  An intra-office lunch 
A)  Organisational policy 
B)  Email 
C)  Workplace health and safety (WHS) signage 
D)  A team meeting 
E)  An intra-office lunch

Question 6

Although most organisations have their own style guides or templates that govern the formatting of documents, it is generally accepted that when writing a business document, you should use:

Accepted Answer

A)  Jokerman font. 
B)  top and bottom margins of at least 10 centimetres. 
C)  at least six different colours of text. 
D)  text of a font size of at least 12. 
E)  headings of a font size of at least 36. 
A)  Jokerman font. 
B)  top and bottom margins of at least 10 centimetres. 
C)  at least six different colours of text. 
D)  text of a font size of at least 12. 
E)  headings of a font size of at least 36.

Question 7

When you disagree with a person's opinion or point of view and believe it is important to express your disagreement, you should:

Accepted Answer

A)  talk over the top of them. 
B)  wait until they have finished, and then tell them they are wrong. 
C)  wait until they have finished, and then provide facts, figures and arguments that prove that they are wrong. 
D)  first show you have heard and understood the speaker's viewpoint by summarising what they have said. 
E)  All of these responses are correct. 
A)  talk over the top of them. 
B)  wait until they have finished, and then tell them they are wrong. 
C)  wait until they have finished, and then provide facts, figures and arguments that prove that they are wrong. 
D)  first show you have heard and understood the speaker's viewpoint by summarising what they have said. 
E)  All of these responses are correct.

Question 8

It is common for a person to form their opinion of the message another person is communicating by focusing on non-verbal communication rather than on what is said.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following is not an example of using reflective listening?

Accepted Answer

A)  'You feel…' 
B)  'It sounds as though you…' 
C)  'It looks like you have experienced…' 
D)  'You seem frustrated with…' 
E)  'You are mistaken. The process has been…' 
A)  'You feel…' 
B)  'It sounds as though you…' 
C)  'It looks like you have experienced…' 
D)  'You seem frustrated with…' 
E)  'You are mistaken. The process has been…'

Question 10

If a person in a meeting was distracted by a flying insect, and as a result failed to receive the information they required from the meeting, it would be an example of the type of communication barrier known as:

Accepted Answer

A)  language complexity. 
B)  perceptions and/or prejudice. 
C)  environmental. 
D)  timing. 
E)  self-image. 
A)  language complexity. 
B)  perceptions and/or prejudice. 
C)  environmental. 
D)  timing. 
E)  self-image.

Question 11

If you do not listen with your ears, you cannot gather information efficiently.

Accepted Answer

A) True 
 B)False

Question 12

If you are constantly fidgeting while someone is speaking to you, it is likely they may think:

Accepted Answer

A)  you are not interested in what they are saying. 
B)  you are bored. 
C)  you are uncomfortable. 
D)  you are nervous. 
E)  All of these responses are correct. 
A)  you are not interested in what they are saying. 
B)  you are bored. 
C)  you are uncomfortable. 
D)  you are nervous. 
E)  All of these responses are correct.

Question 13

The statement, 'Your submission contained many errors that will need to be rectified before we can consider it' is an example of using the active voice.

Accepted Answer

A) True 
 B)False

Question 14

It is better to give information in small chunks because people can only remember:

Accepted Answer

A)  about two pieces of information at a time. 
B)  about three pieces of information at a time. 
C)  about seven pieces of information at a time. 
D)  information delivered in no more than a 30-second period. 
E)  information delivered in no more than a one-minute period. 
A)  about two pieces of information at a time. 
B)  about three pieces of information at a time. 
C)  about seven pieces of information at a time. 
D)  information delivered in no more than a 30-second period. 
E)  information delivered in no more than a one-minute period.

Question 15

In some situations, having and using a sense of empathy can be just as useful as the other senses for gathering information.

Accepted Answer

A) True 
 B)False

Question 16

To gather good information, you should:

Accepted Answer

A)  ask smart questions. 
B)  listen. 
C)  sort through the information you are collecting to differentiate between assumptions, inferences, facts and opinions. 
D)  temporarily set to one side your own opinions, feelings and thoughts. 
E)  All of these responses are correct. 
A)  ask smart questions. 
B)  listen. 
C)  sort through the information you are collecting to differentiate between assumptions, inferences, facts and opinions. 
D)  temporarily set to one side your own opinions, feelings and thoughts. 
E)  All of these responses are correct.

Question 17

Clear communication is:

Accepted Answer

A)  complete. 
B)  courteous. 
C)  correct. 
D)  concise. 
E)  All of these responses are correct. 
A)  complete. 
B)  courteous. 
C)  correct. 
D)  concise. 
E)  All of these responses are correct.

Question 18

If you wanted to know when a colleague was going to finish writing a report you needed, the type of question you should ask them would be a:

Accepted Answer

A)  general question. 
B)  open question. 
C)  closed question. 
D)  clarifying question. 
E)  probing question. 
A)  general question. 
B)  open question. 
C)  closed question. 
D)  clarifying question. 
E)  probing question.

Question 19

A worker who is very competent at fixing computer problems gets a reputation as the office's fix-it guru for everything. Soon, colleagues are approaching this worker whenever there are problems with the photocopier, the air conditioning or the adjustable office chairs. This is an example of:

Accepted Answer

A)  prejudice. 
B)  the Pygmalion effect. 
C)  the horns effect. 
D)  the hero effect. 
E)  the halo effect. 
A)  prejudice. 
B)  the Pygmalion effect. 
C)  the horns effect. 
D)  the hero effect. 
E)  the halo effect.

Question 20

Which of the following body language actions would be appropriate to take the pressure out of a tense situation?

Accepted Answer

A)  Leaning slightly forward 
B)  Leaning slightly back 
C)  Leaning further forward 
D)  Folding or crossing your arms 
E)  Shaking your head 
A)  Leaning slightly forward 
B)  Leaning slightly back 
C)  Leaning further forward 
D)  Folding or crossing your arms 
E)  Shaking your head

Exam 6: Building a Strong Communication Foundation

If using assertive behaviour, it is more likely that the outcome you achieve will be:

Which of the following statements would definitely not spur a clarifying question?

For which of these situations would it be least appropriate to put something in writing?

Which of the following statements best describes successful communication?

Which of the following is not a form of communication?

Although most organisations have their own style guides or templates that govern the formatting of documents, it is generally accepted that when writing a business document, you should use:

When you disagree with a person's opinion or point of view and believe it is important to express your disagreement, you should:

It is common for a person to form their opinion of the message another person is communicating by focusing on non-verbal communication rather than on what is said.

Which of the following is not an example of using reflective listening?

If a person in a meeting was distracted by a flying insect, and as a result failed to receive the information they required from the meeting, it would be an example of the type of communication barrier known as:

If you do not listen with your ears, you cannot gather information efficiently.

If you are constantly fidgeting while someone is speaking to you, it is likely they may think:

The statement, 'Your submission contained many errors that will need to be rectified before we can consider it' is an example of using the active voice.

It is better to give information in small chunks because people can only remember:

In some situations, having and using a sense of empathy can be just as useful as the other senses for gathering information.

To gather good information, you should:

Clear communication is:

If you wanted to know when a colleague was going to finish writing a report you needed, the type of question you should ask them would be a:

A worker who is very competent at fixing computer problems gets a reputation as the office's fix-it guru for everything. Soon, colleagues are approaching this worker whenever there are problems with the photocopier, the air conditioning or the adjustable office chairs. This is an example of:

Which of the following body language actions would be appropriate to take the pressure out of a tense situation?

The Changing World of Work

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Establishing and Managing Priorities

Strengthening Your Personal Skills

Building Effective Working Relationships

Understanding Leadership

Understanding Motivation, Engagement and Retention

Increasing Performance and Productivity

Assigning Work and Delegating Duties

Building Productive Work Teams

Leading Todays Teams

Providing Formal and Informal Performance Feedback

Managing Underperformance

Developing, Managing and Monitoring Operational Plans

Solving Problems and Making Decisions

Satisfying the Quality, Innovation and Continuous Improvement Imperatives

Caring for Customers

Planning and Managing Projects

Introducing and Managing Change

Identifying and Managing Risks

Managing for Sustainability

Recruiting and Inducting Employees

Making the Most of Diversity

Encouraging a Learning Environment and Developing Employees

Leading and Attending Meetings

Ensuring a Safe and Healthy Workplace

Managing for Psychological Safety and Well-Being

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