Question 1

Avoiding a conflict instead of addressing it ________.

Accepted Answer

A)  is never a good choice 
B)  is a poor choice if you think you have no chance of resolving the conflict to your satisfaction 
C)  should not be done if it interferes with productivity 
D)  usually results in a win-win situation 
E)  tends to lead to the conflict improving on its own 
A)  is never a good choice 
B)  is a poor choice if you think you have no chance of resolving the conflict to your satisfaction 
C)  should not be done if it interferes with productivity 
D)  usually results in a win-win situation 
E)  tends to lead to the conflict improving on its own

Question 2

You need help on a project. So you approach a colleague and find him busily doing his own work.
-When you approach him to ask for help, ________.

Accepted Answer

A)  begin by describing your project in great detail, so your coworker will know exactly what he is getting into 
B)  you should expect that he is already prepared to listen 
C)  briefly describe what you want, so that he understands why you are communicating 
D)  do not address any possible objections that might make your coworker say no to your request 
E)  you should preface your conversation by saying, "You probably don't want to help me but I'll ask anyway." 
A)  begin by describing your project in great detail, so your coworker will know exactly what he is getting into 
B)  you should expect that he is already prepared to listen 
C)  briefly describe what you want, so that he understands why you are communicating 
D)  do not address any possible objections that might make your coworker say no to your request 
E)  you should preface your conversation by saying, "You probably don't want to help me but I'll ask anyway."

Question 3

Which of the following statements is true about leadership?

Accepted Answer

A)  The leader of a team must never be changed. 
B)  It is crucial for a team to have one single leader. 
C)  The person with the most creative ideas on the team must be its leader. 
D)  Leadership can rotate during different phases of a project. 
E)  A good leader always encourages groupthink. 
A)  The leader of a team must never be changed. 
B)  It is crucial for a team to have one single leader. 
C)  The person with the most creative ideas on the team must be its leader. 
D)  Leadership can rotate during different phases of a project. 
E)  A good leader always encourages groupthink.

Question 4

What potential danger is involved in Emma and Jessica using a compete to win technique to resolve their conflict?

Accepted Answer

A)  While this may result in a quick solution, it might lead to a relational conflict. 
B)  It will result in a situation where everyone loses. 
C)  Both of them will experience a loss of self-esteem. 
D)  This technique usually leads to groupthink and ineffective solutions. 
E)  It will result in both Emma and Jessica getting what they want. 
A)  While this may result in a quick solution, it might lead to a relational conflict. 
B)  It will result in a situation where everyone loses. 
C)  Both of them will experience a loss of self-esteem. 
D)  This technique usually leads to groupthink and ineffective solutions. 
E)  It will result in both Emma and Jessica getting what they want.

Question 5

Genuine requests for information and opinion fall under the category of ________ questions.

Accepted Answer

A)  accusatory 
B)  trigger 
C)  authentic 
D)  biased 
E)  symbolic 
A)  accusatory 
B)  trigger 
C)  authentic 
D)  biased 
E)  symbolic

Question 6

A colleague stops by your desk and asks if you have some time to help her right now. You reply, "Sure."
-Which of the following is a question that is recommended to ask when analyzing your audience?

Accepted Answer

A)  Why will they be interested in what you are saying? 
B)  What objectives do you want to achieve from your communication? 
C)  How quickly can the speech be completed? 
D)  What are the points that you do not want to communicate? 
E)  How to dodge questions and objections from the audience? 
A)  Why will they be interested in what you are saying? 
B)  What objectives do you want to achieve from your communication? 
C)  How quickly can the speech be completed? 
D)  What are the points that you do not want to communicate? 
E)  How to dodge questions and objections from the audience?

Question 7

The supervisor told the employees, "I would like to receive a general, daily feedback on how our department is running from each one of you even if there are no specific issues to be addressed." Paraphrase this statement to ensure that you understand the content, intent, and feeling behind the message.

Accepted Answer

Content: So, you're saying you would lik

Question 8

Conflicts that arise from people just not getting along, and not working very hard to overcome their differences, are said to be caused by ________.

Accepted Answer

A)  competing goals 
B)  lack of information 
C)  differences of opinion 
D)  ego issues 
E)  relational issues 
A)  competing goals 
B)  lack of information 
C)  differences of opinion 
D)  ego issues 
E)  relational issues

Question 9

Which of the following statements regarding "I" language is true?

Accepted Answer

A)  "I" language focuses on how you respond to or feel about the other person's behavior. 
B)  "I" language is accusatory and assigns blame. 
C)  "I" language is egotistical, and discourages dialogue with the other person. 
D)  You shouldn't start a sentence with "I," as this will make your audience think that you are egotistical. 
E)  "I" language always discourages the audience. 
A)  "I" language focuses on how you respond to or feel about the other person's behavior. 
B)  "I" language is accusatory and assigns blame. 
C)  "I" language is egotistical, and discourages dialogue with the other person. 
D)  You shouldn't start a sentence with "I," as this will make your audience think that you are egotistical. 
E)  "I" language always discourages the audience.

Question 10

Which of the following statements best phrases a negative comment positively?

Accepted Answer

A)  You don't have an eye for detail, but you really do have a great sense of the big picture. 
B)  You do a good job at visualizing the big picture, and you'd be even more effective if you improved your attention to detail. 
C)  I don't know anyone better than you at seeing the big picture, but you could really stand to improve your attention to detail. 
D)  You need to improve your attention to detail, but you're already wonderful at seeing the big picture. 
E)  Please don't take this the wrong way, but you'd be more effective if you pay more attention to detail. 
A)  You don't have an eye for detail, but you really do have a great sense of the big picture. 
B)  You do a good job at visualizing the big picture, and you'd be even more effective if you improved your attention to detail. 
C)  I don't know anyone better than you at seeing the big picture, but you could really stand to improve your attention to detail. 
D)  You need to improve your attention to detail, but you're already wonderful at seeing the big picture. 
E)  Please don't take this the wrong way, but you'd be more effective if you pay more attention to detail.

Question 11

Ethan's supervisor reminds him that the monthly staff meeting would be held in a few days, and asks him to arrange for the usual beverages and refreshments. Ethan decides to do something different for a change and orders from a new caterer. Just before the meeting begins Ethan's supervisor notices this, and angrily yells at Ethan in front of everyone. Their usual supplier guarantees that the food items are created in a nut-free environment, a big concern for the company as one of the employees is severely allergic to peanuts. Ethan is embarrassed and frustrated because no one ever told him about this issue.
-This conflict arises from ________.

Accepted Answer

A)  competing goals 
B)  lack of information 
C)  differences of opinion 
D)  ego issues 
E)  relational differences 
A)  competing goals 
B)  lack of information 
C)  differences of opinion 
D)  ego issues 
E)  relational differences

Question 12

A coworker states, "Please ensure that you submit all status reports two days before the monthly departmental meeting."
-Which of the following paraphrases for the literal content of the given statement?

Accepted Answer

A)  Are you concerned that people are turning in their reports late? 
B)  You sound frustrated about people waiting until the last minute to submit their status reports. 
C)  You are saying that you'd like us to have our status reports in a couple of days before the date of the monthly meeting. 
D)  So you don't want us to hand in our reports earlier than that? 
E)  Are you concerned that there won't be time for the supervisor to review the reports before the meeting? 
A)  Are you concerned that people are turning in their reports late? 
B)  You sound frustrated about people waiting until the last minute to submit their status reports. 
C)  You are saying that you'd like us to have our status reports in a couple of days before the date of the monthly meeting. 
D)  So you don't want us to hand in our reports earlier than that? 
E)  Are you concerned that there won't be time for the supervisor to review the reports before the meeting?

Question 13

An empathetic listener focuses on the literal content of the communication but not on the emotional content.

Accepted Answer

A) True 
 B)False

Question 14

As you're packing up to leave the office on a Friday afternoon, your boss tells you that she'd like a status report from you as soon as possible. You head out for the weekend and complete the status report first thing Monday morning. When your boss receives it, she complains that she needed it sooner.
-How could you have avoided this breakdown in communication?

Accepted Answer

The problem is most likely a difference

Question 15

Which of the following is an environmental hearing distraction?

Accepted Answer

A)  a car alarm being set off 
B)  a ringing sound in one's ears after attending a loud concert 
C)  blocked ears due to a cold 
D)  inability to focus due to a migraine 
E)  tinnitus after hearing an explosion 
A)  a car alarm being set off 
B)  a ringing sound in one's ears after attending a loud concert 
C)  blocked ears due to a cold 
D)  inability to focus due to a migraine 
E)  tinnitus after hearing an explosion

Question 16

As a conflict management technique, accommodating ________.

Accepted Answer

A)  is a poor choice if you decide that your position was wrong 
B)  is usually the best choice when you care deeply about the result 
C)  should never be used as a conflict management strategy 
D)  makes sense when the relationship is more important than the outcome of the issue 
E)  involves denying that the problem exists, screening phone calls, or even avoiding the person completely 
A)  is a poor choice if you decide that your position was wrong 
B)  is usually the best choice when you care deeply about the result 
C)  should never be used as a conflict management strategy 
D)  makes sense when the relationship is more important than the outcome of the issue 
E)  involves denying that the problem exists, screening phone calls, or even avoiding the person completely

Question 17

If you are involved in an affective conflict, you should ________.

Accepted Answer

A)  choose to avoid a confrontation and deny that the problem exists 
B)  address the emotional issues before productively discussing the content of your work 
C)  use accusatory rather than neutral language to resolve the conflict 
D)  compete to win as a means of managing the conflict 
E)  frame your comments negatively while expressing your point of view 
A)  choose to avoid a confrontation and deny that the problem exists 
B)  address the emotional issues before productively discussing the content of your work 
C)  use accusatory rather than neutral language to resolve the conflict 
D)  compete to win as a means of managing the conflict 
E)  frame your comments negatively while expressing your point of view

Question 18

Passive listening means ________.

Accepted Answer

A)  focusing attentively on what a speaker says 
B)  hearing information without actively paying attention to ensure understanding 
C)  actively working to understand the information a speaker is providing 
D)  trying to interpret the information presented by a speaker 
E)  responding to a speaker to acknowledge understanding 
A)  focusing attentively on what a speaker says 
B)  hearing information without actively paying attention to ensure understanding 
C)  actively working to understand the information a speaker is providing 
D)  trying to interpret the information presented by a speaker 
E)  responding to a speaker to acknowledge understanding

Question 19

The key to hearing accurately is focus. Which of the following is recommended for better focus?

Accepted Answer

A)  looking at the speaker 
B)  multitasking while listening to what is being said 
C)  discussing the topic with other listeners 
D)  thinking about what has been previously said 
E)  browsing the Internet for similar topics while listening to the speaker 
A)  looking at the speaker 
B)  multitasking while listening to what is being said 
C)  discussing the topic with other listeners 
D)  thinking about what has been previously said 
E)  browsing the Internet for similar topics while listening to the speaker

Question 20

Which of the following is an example of an affective conflict?

Accepted Answer

A)  two employees having different ideas about how to reach a sales goal 
B)  two coworkers disagreeing about the best way to market a new product 
C)  two colleagues becoming personally annoyed at each other after a contentious meeting 
D)  two managers with conflicting opinions on how best to trim the company's budget 
E)  two interns with differing ideas on how to complete a task 
A)  two employees having different ideas about how to reach a sales goal 
B)  two coworkers disagreeing about the best way to market a new product 
C)  two colleagues becoming personally annoyed at each other after a contentious meeting 
D)  two managers with conflicting opinions on how best to trim the company's budget 
E)  two interns with differing ideas on how to complete a task

Avoiding a conflict instead of addressing it ________.

You need help on a project. So you approach a colleague and find him busily doing his own work. -When you approach him to ask for help, ________.

Which of the following statements is true about leadership?

What potential danger is involved in Emma and Jessica using a compete to win technique to resolve their conflict?

Genuine requests for information and opinion fall under the category of ________ questions.

A colleague stops by your desk and asks if you have some time to help her right now. You reply, "Sure." -Which of the following is a question that is recommended to ask when analyzing your audience?

Conflicts that arise from people just not getting along, and not working very hard to overcome their differences, are said to be caused by ________.

Which of the following statements regarding "I" language is true?

Which of the following statements best phrases a negative comment positively?

A coworker states, "Please ensure that you submit all status reports two days before the monthly departmental meeting." -Which of the following paraphrases for the literal content of the given statement?

An empathetic listener focuses on the literal content of the communication but not on the emotional content.

Which of the following is an environmental hearing distraction?

As a conflict management technique, accommodating ________.

If you are involved in an affective conflict, you should ________.

Passive listening means ________.

The key to hearing accurately is focus. Which of the following is recommended for better focus?

Which of the following is an example of an affective conflict?

Becoming a Successful Business Communicator

Managing the Communication Process

Communicating Routine Messages and Building Goodwill

Communicating Persuasive Messages

Communicating Bad News

Finding and Evaluating Business Information

Preparing Persuasive Business Proposals

Preparing Business Reports

Preparing and Delivering Business Presentations

Communicating Your Professional Brand: Social Media, Résumés,

Getting the Job Interviewing and Following up

Filters

Exam 2: Working With Others: Interpersonal, Intercultural, and Team Communication

Avoiding a conflict instead of addressing it ________.

You need help on a project. So you approach a colleague and find him busily doing his own work. -When you approach him to ask for help, ________.

Which of the following statements is true about leadership?

What potential danger is involved in Emma and Jessica using a compete to win technique to resolve their conflict?

Genuine requests for information and opinion fall under the category of ________ questions.

A colleague stops by your desk and asks if you have some time to help her right now. You reply, "Sure." -Which of the following is a question that is recommended to ask when analyzing your audience?

Conflicts that arise from people just not getting along, and not working very hard to overcome their differences, are said to be caused by ________.

Which of the following statements regarding "I" language is true?

Which of the following statements best phrases a negative comment positively?

A coworker states, "Please ensure that you submit all status reports two days before the monthly departmental meeting." -Which of the following paraphrases for the literal content of the given statement?

An empathetic listener focuses on the literal content of the communication but not on the emotional content.

Which of the following is an environmental hearing distraction?

As a conflict management technique, accommodating ________.

If you are involved in an affective conflict, you should ________.

Passive listening means ________.

The key to hearing accurately is focus. Which of the following is recommended for better focus?

Which of the following is an example of an affective conflict?

Becoming a Successful Business Communicator

Managing the Communication Process

Communicating Routine Messages and Building Goodwill

Communicating Persuasive Messages

Communicating Bad News

Finding and Evaluating Business Information

Preparing Persuasive Business Proposals

Preparing Business Reports

Preparing and Delivering Business Presentations

Communicating Your Professional Brand: Social Media, Résumés,

Getting the Job Interviewing and Following up

Filters