Question 1

Constructive feedback is used only to soften negative messages.

Accepted Answer

A) True 
 B)False  False

Question 2

Define organizational culture and describe the role that written and oral communication play.

Accepted Answer

An organizational culture comprises the beliefs, values, norms, and priorities that govern all aspects of organizational life, including what you can and cannot say, write, or do in the workplace. Written and oral communication play a major role in creating, reinforcing, and changing an organization's culture.

Question 3

Which of the following should you avoid when delivering constructive feedback?

Accepted Answer

A)  basing your feedback on emotions 
B)  being careful of pronoun usage 
C)  asking for clarification 
D)  sticking to the facts 
E)  watching your tone 
A)  basing your feedback on emotions 
B)  being careful of pronoun usage 
C)  asking for clarification 
D)  sticking to the facts 
E)  watching your tone A

Question 4

List the four common types of nonverbal communication.

Accepted Answer

The four common type

Question 5

In face-to-face communication, a larger part of the message is sent through nonverbal communication than through verbal communication.

Accepted Answer

A) True 
 B)False

Question 6

Regarding good phone techniques, when screening calls for others, it is important to

Accepted Answer

A)  only identify yourself. 
B)  only offer assistance. 
C)  first identify the organization and yourself and then offer assistance. 
D)  identify the organization and yourself and then ask if the caller can hold until the executive is ready. 
E)  identify the organization and offer assistance. 
A)  only identify yourself. 
B)  only offer assistance. 
C)  first identify the organization and yourself and then offer assistance. 
D)  identify the organization and yourself and then ask if the caller can hold until the executive is ready. 
E)  identify the organization and offer assistance.

Question 7

Which of the following is true of taking minutes at a meeting?

Accepted Answer

A)  All minutes are highly formal, with headings and complete sentences. 
B)  All minutes should note excused or unexcused absences. 
C)  Minutes should reflect an objective account of the topics covered at the meeting. 
D)  Recorded minutes are always voted on by group members before they are accepted. 
E)  All meeting minutes are informal and generally resemble casually written notes. 
A)  All minutes are highly formal, with headings and complete sentences. 
B)  All minutes should note excused or unexcused absences. 
C)  Minutes should reflect an objective account of the topics covered at the meeting. 
D)  Recorded minutes are always voted on by group members before they are accepted. 
E)  All meeting minutes are informal and generally resemble casually written notes.

Question 8

When leaving a voicemail message, it is a good idea to skip the message overview and leave only a phone number where the call can be returned.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following statements about accepting feedback is true?

Accepted Answer

A)  You should always begin your response with an apology. 
B)  You should always thank the deliverer for taking the time to provide you with feedback. 
C)  You should remain silent if the feedback is negative. 
D)  You should pay more attention to how the person delivers the feedback than to the substance of the feedback. 
E)  If the power distance is great, you should respond to each element of the feedback. 
A)  You should always begin your response with an apology. 
B)  You should always thank the deliverer for taking the time to provide you with feedback. 
C)  You should remain silent if the feedback is negative. 
D)  You should pay more attention to how the person delivers the feedback than to the substance of the feedback. 
E)  If the power distance is great, you should respond to each element of the feedback.

Question 10

Describe effective voice mail techniques.

Accepted Answer

A voice mail message begins nearly the s

Question 11

Written and oral communication play a very important role in both reinforcing and changing an organization's culture.

Accepted Answer

A) True 
 B)False

Question 12

Christy and Lorenzo are waiting for the next event to start at a conference. They've never met each other before, but they are sitting next to each other, so they start chatting about their jobs and a vacation Christy recently took. Christy and Lorenzo's conversation is an example of

Accepted Answer

A)  paralanguage. 
B)  negotiating. 
C)  small talk. 
D)  back-channeling. 
E)  constructive feedback. 
A)  paralanguage. 
B)  negotiating. 
C)  small talk. 
D)  back-channeling. 
E)  constructive feedback.

Question 13

It is preferable if only a few people do most of the talking during a meeting because this ensures that similar problems are dealt with in a similar manner.

Accepted Answer

A) True 
 B)False

Question 14

In terms of the nature of listening, which of the following is true of the ability to sense words?

Accepted Answer

A)  How well we sense the words around us is determined by how often we use back-channels. 
B)  The ability to sense words does not vary from one person to another. 
C)  A person's concentration on a communication varies from moment to moment. 
D)  It is impossible for a person to block out other sounds when he or she is listening. 
E)  Most of the time, a person's attentiveness does not vary when he or she is listening. 
A)  How well we sense the words around us is determined by how often we use back-channels. 
B)  The ability to sense words does not vary from one person to another. 
C)  A person's concentration on a communication varies from moment to moment. 
D)  It is impossible for a person to block out other sounds when he or she is listening. 
E)  Most of the time, a person's attentiveness does not vary when he or she is listening.

Question 15

Lukas, a manager, makes sure to show up ten minutes early for a meeting with Roberto, an important client, to convey respect. What type of nonverbal communication does this demonstrate?

Accepted Answer

A)  use of time 
B)  use of space 
C)  paralanguage 
D)  body language 
E)  gestures 
A)  use of time 
B)  use of space 
C)  paralanguage 
D)  body language 
E)  gestures

Question 16

Phil Chen, a project manager for Patterson Casting, Inc., has a direct telephone line where clients can reach him. Which of the following would be the most effective way for him to answer his calls?

Accepted Answer

A)  Hello. Can I assist you? 
B)  Phil Chen speaking. 
C)  How may I assist you? 
D)  Hello. You have called Patterson Casting. Who are you? 
E)  Patterson Casting. Phil Chen speaking. May I help you? 
A)  Hello. Can I assist you? 
B)  Phil Chen speaking. 
C)  How may I assist you? 
D)  Hello. You have called Patterson Casting. Who are you? 
E)  Patterson Casting. Phil Chen speaking. May I help you?

Question 17

One of the disadvantages of recording the minutes of a meeting is that it does not make a note of the absentees.

Accepted Answer

A) True 
 B)False

Question 18

Which of the following is true of developing an agenda for a meeting?

Accepted Answer

A)  It is mandatory to develop a written agenda for informal meetings. 
B)  In an agenda, items that explain or lead to other items should come before the items that they explain. 
C)  An agenda should not be made available to every participant because there may be varying opinions on what should be given priority. 
D)  A fixed format should be followed when developing an agenda for an informal meeting. 
E)  The use of word processing programs should be avoided when developing agendas. 
A)  It is mandatory to develop a written agenda for informal meetings. 
B)  In an agenda, items that explain or lead to other items should come before the items that they explain. 
C)  An agenda should not be made available to every participant because there may be varying opinions on what should be given priority. 
D)  A fixed format should be followed when developing an agenda for an informal meeting. 
E)  The use of word processing programs should be avoided when developing agendas.

Question 19

Which of the following is an effective voice mail technique?

Accepted Answer

A)  You should leave only your name and number in order to be as efficient as possible. 
B)  You should begin a voice mail with an overview of the message and then continue with the details. 
C)  If you want the listener to take action, you must call for it in the beginning of the message. 
D)  You do not need to directly ask the listener to return your call because by leaving a voice message, you are implying that the listener should call you back. 
E)  You must speak quickly to ensure that the entire message is recorded. 
A)  You should leave only your name and number in order to be as efficient as possible. 
B)  You should begin a voice mail with an overview of the message and then continue with the details. 
C)  If you want the listener to take action, you must call for it in the beginning of the message. 
D)  You do not need to directly ask the listener to return your call because by leaving a voice message, you are implying that the listener should call you back. 
E)  You must speak quickly to ensure that the entire message is recorded.

Question 20

The leader of a meeting should

Accepted Answer

A)  encourage participation from those group members who talk too little. 
B)  encourage off-topic discussions in order to keep his audience interested. 
C)  refrain from summarizing every key item in order to save time. 
D)  discourage time-consuming activities like taking minutes. 
E)  begin with topics that are not part of the agenda. 
A)  encourage participation from those group members who talk too little. 
B)  encourage off-topic discussions in order to keep his audience interested. 
C)  refrain from summarizing every key item in order to save time. 
D)  discourage time-consuming activities like taking minutes. 
E)  begin with topics that are not part of the agenda.

Constructive feedback is used only to soften negative messages.

Define organizational culture and describe the role that written and oral communication play.

Which of the following should you avoid when delivering constructive feedback?

List the four common types of nonverbal communication.

In face-to-face communication, a larger part of the message is sent through nonverbal communication than through verbal communication.

Regarding good phone techniques, when screening calls for others, it is important to

Which of the following is true of taking minutes at a meeting?

When leaving a voicemail message, it is a good idea to skip the message overview and leave only a phone number where the call can be returned.

Which of the following statements about accepting feedback is true?

Describe effective voice mail techniques.

Written and oral communication play a very important role in both reinforcing and changing an organization's culture.

Christy and Lorenzo are waiting for the next event to start at a conference. They've never met each other before, but they are sitting next to each other, so they start chatting about their jobs and a vacation Christy recently took. Christy and Lorenzo's conversation is an example of

It is preferable if only a few people do most of the talking during a meeting because this ensures that similar problems are dealt with in a similar manner.

In terms of the nature of listening, which of the following is true of the ability to sense words?

Lukas, a manager, makes sure to show up ten minutes early for a meeting with Roberto, an important client, to convey respect. What type of nonverbal communication does this demonstrate?

Phil Chen, a project manager for Patterson Casting, Inc., has a direct telephone line where clients can reach him. Which of the following would be the most effective way for him to answer his calls?

One of the disadvantages of recording the minutes of a meeting is that it does not make a note of the absentees.

Which of the following is true of developing an agenda for a meeting?

Which of the following is an effective voice mail technique?

The leader of a meeting should

Communicating in the Workplace

Writing Effectively for Your Audience, Purpose, and Medium

Designing Documents With Visual Appeal

Communicating With Visuals

Crafting Effective Sentences and Paragraphs

Building Positive Relationships Through Communication

Communicating Across Cultures

Writing Good-News and Neutral Messages

Writing Bad-News Messages

Writing Persuasive Messages and Proposals

Researching Writing Reports

Creating the Right Type of Report

Delivering Business Presentations and Speeches

Communicating in the Job Search

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Exam 14: Putting Interpersonal Communication Skills to Work in Conversations and Meetings

Constructive feedback is used only to soften negative messages.

Define organizational culture and describe the role that written and oral communication play.

Which of the following should you avoid when delivering constructive feedback?

List the four common types of nonverbal communication.

In face-to-face communication, a larger part of the message is sent through nonverbal communication than through verbal communication.

Regarding good phone techniques, when screening calls for others, it is important to

Which of the following is true of taking minutes at a meeting?

When leaving a voicemail message, it is a good idea to skip the message overview and leave only a phone number where the call can be returned.

Which of the following statements about accepting feedback is true?

Describe effective voice mail techniques.

Written and oral communication play a very important role in both reinforcing and changing an organization's culture.

Christy and Lorenzo are waiting for the next event to start at a conference. They've never met each other before, but they are sitting next to each other, so they start chatting about their jobs and a vacation Christy recently took. Christy and Lorenzo's conversation is an example of

It is preferable if only a few people do most of the talking during a meeting because this ensures that similar problems are dealt with in a similar manner.

In terms of the nature of listening, which of the following is true of the ability to sense words?

Lukas, a manager, makes sure to show up ten minutes early for a meeting with Roberto, an important client, to convey respect. What type of nonverbal communication does this demonstrate?

Phil Chen, a project manager for Patterson Casting, Inc., has a direct telephone line where clients can reach him. Which of the following would be the most effective way for him to answer his calls?

One of the disadvantages of recording the minutes of a meeting is that it does not make a note of the absentees.

Which of the following is true of developing an agenda for a meeting?

Which of the following is an effective voice mail technique?

The leader of a meeting should

Communicating in the Workplace

Writing Effectively for Your Audience, Purpose, and Medium

Designing Documents With Visual Appeal

Communicating With Visuals

Crafting Effective Sentences and Paragraphs

Building Positive Relationships Through Communication

Communicating Across Cultures

Writing Good-News and Neutral Messages

Writing Bad-News Messages

Writing Persuasive Messages and Proposals

Researching Writing Reports

Creating the Right Type of Report

Delivering Business Presentations and Speeches

Communicating in the Job Search

Filters