Question 1

Which of the following is true of the courteous use of cell phones?

Accepted Answer

A)  You should use your cell phone at social gatherings to keep in touch with your contacts. 
B)  You should never turn off the ringer because you might miss important calls. 
C)  You should place calls while driving to make the best use of your time. 
D)  You should place your cell phone on the table while eating. 
E)  You should call from a quiet place, away from other people. 
A)  You should use your cell phone at social gatherings to keep in touch with your contacts. 
B)  You should never turn off the ringer because you might miss important calls. 
C)  You should place calls while driving to make the best use of your time. 
D)  You should place your cell phone on the table while eating. 
E)  You should call from a quiet place, away from other people.

Question 2

Which of the following involves focusing on what is being said and reserving judgment until the message is complete, while acknowledging using nodding, eye contact, and other actions?

Accepted Answer

A)  back-channeling 
B)  active listening 
C)  filtering 
D)  collaborative strategy 
E)  paralanguage 
A)  back-channeling 
B)  active listening 
C)  filtering 
D)  collaborative strategy 
E)  paralanguage

Question 3

In terms of the nature of listening, a person's ability to sense words is dependent on

Accepted Answer

A)  the dominant wavelength of his or her brain waves. 
B)  how well his or her ears can pick up sounds. 
C)  his or her ability to remember details after a few hours. 
D)  his or her interpretation of the words. 
E)  the paralanguage used by the speaker. 
A)  the dominant wavelength of his or her brain waves. 
B)  how well his or her ears can pick up sounds. 
C)  his or her ability to remember details after a few hours. 
D)  his or her interpretation of the words. 
E)  the paralanguage used by the speaker.

Question 4

Which of the following is an effective way to focus your attention as part of active listening?

Accepted Answer

A)  judging what is being said 
B)  back-channeling what is being said 
C)  criticizing what is being said 
D)  interrupting the speaker frequently 
E)  discussing what is being said with the other listeners 
A)  judging what is being said 
B)  back-channeling what is being said 
C)  criticizing what is being said 
D)  interrupting the speaker frequently 
E)  discussing what is being said with the other listeners

Question 5

Hakim is the executive accountant for a company that makes custom glass products. Tad is the production manager for the same company. Their boss has asked them to join together to figure out a way to reduce their company's carbon footprint without sending the company into debt or severely hindering its ability to make its products. Tad and Hakim disagree on how exactly to achieve this goal, but they agree to work together to find a resolution that meets everyone's needs. What type of conflict management strategy are Hakim and Tad using?

Accepted Answer

A)  compromising strategy 
B)  conflict avoidance strategy 
C)  accommodative strategy 
D)  collaboration strategy 
E)  competitive strategy 
A)  compromising strategy 
B)  conflict avoidance strategy 
C)  accommodative strategy 
D)  collaboration strategy 
E)  competitive strategy

Question 6

Paralanguage refers to the

Accepted Answer

A)  non-words speakers use to fill pauses, such as er and um. 
B)  hints and signals in the way words are delivered, such as emphasis, volume, and pitch. 
C)  nonverbal gestures and movements that convey meaning alongside words. 
D)  way words are fitted to the listener's level of understanding. 
E)  average number of words spoken by a person during an informal conversation. 
A)  non-words speakers use to fill pauses, such as er and um. 
B)  hints and signals in the way words are delivered, such as emphasis, volume, and pitch. 
C)  nonverbal gestures and movements that convey meaning alongside words. 
D)  way words are fitted to the listener's level of understanding. 
E)  average number of words spoken by a person during an informal conversation.

Question 7

In terms of improving your listening ability, why is it important to go easy on argument and criticism?

Accepted Answer

Argument and criticism tend to put the t

Question 8

Which of the following is one of "The Ten Commandments of Listening"?

Accepted Answer

A)  You must frequently interrupt the speaker. 
B)  You must be ready to argue and criticize because it helps constructive thinking. 
C)  You must not allow the speaker too much time to get to the point. 
D)  You must empathize with the speaker because this will result in a true exchange of information. 
E)  When listening, you must concentrate on what you are going to say next. 
A)  You must frequently interrupt the speaker. 
B)  You must be ready to argue and criticize because it helps constructive thinking. 
C)  You must not allow the speaker too much time to get to the point. 
D)  You must empathize with the speaker because this will result in a true exchange of information. 
E)  When listening, you must concentrate on what you are going to say next.

Question 9

Which of the following statements about nonverbal communication is true?

Accepted Answer

A)  It is always used to supplement and reinforce our words. 
B)  It plays a relatively minor role in communication. 
C)  It sometimes communicates meaning by itself. 
D)  It involves the use of written but not spoken words. 
E)  It has little impact on first impressions. 
A)  It is always used to supplement and reinforce our words. 
B)  It plays a relatively minor role in communication. 
C)  It sometimes communicates meaning by itself. 
D)  It involves the use of written but not spoken words. 
E)  It has little impact on first impressions.

Question 10

Why is it important to take minutes during meetings?

Accepted Answer

People at meetings may hear or interpret

Question 11

Victoria Sanchez has a telephone job interview scheduled with Kiara Turner, the HR manager at the hiring company. In order to be courteous, which of the following would be the most appropriate way to begin the telephone conversation?

Accepted Answer

A)  Could you connect me to Kiara Turner, please? She's expecting my call. 
B)  This is Victoria calling for Kiara. 
C)  Is Ms. Kiara Turner in? 
D)  May I speak with the HR manager, Kiara Turner? 
E)  This is Victoria Sanchez. May I speak with Ms. Kiara Turner? We have a telephone interview scheduled today. 
A)  Could you connect me to Kiara Turner, please? She's expecting my call. 
B)  This is Victoria calling for Kiara. 
C)  Is Ms. Kiara Turner in? 
D)  May I speak with the HR manager, Kiara Turner? 
E)  This is Victoria Sanchez. May I speak with Ms. Kiara Turner? We have a telephone interview scheduled today.

Question 12

List four strategies for ensuring that your feedback, whether negative or positive, is heard.

Accepted Answer

Four strategies for ensuring t

Question 13

Agnetha, a CEO, is very angry with one of her managers for lying to a client about the progress of a project. As she talks to the manager about this, she speaks forcefully and emphasizes certain words and phrases to convey her feelings. What type of nonverbal communication does this represent?

Accepted Answer

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

Question 14

Lashonda, a manager, needs to speak with one of her employees about his constant tardiness. Which of the following should she do?

Accepted Answer

A)  She should send an email telling him that he cannot be late for work anymore or there will be consequences. 
B)  She should open the conversation by bluntly stating the bad news. 
C)  Lashonda should make sure to deliver her message with plenty of emotion to convey how serious the situation is. 
D)  Lashonda should make sure to prepare so that she delivers a thoughtful and polished message. 
E)  She should approach the conversation expecting it to be negative and difficult. 
A)  She should send an email telling him that he cannot be late for work anymore or there will be consequences. 
B)  She should open the conversation by bluntly stating the bad news. 
C)  Lashonda should make sure to deliver her message with plenty of emotion to convey how serious the situation is. 
D)  Lashonda should make sure to prepare so that she delivers a thoughtful and polished message. 
E)  She should approach the conversation expecting it to be negative and difficult.

Question 15

Which of the following is a good practice when conducting meetings?

Accepted Answer

A)  You should encourage the few people who talk a lot to dominate the discussion. 
B)  The meeting should be unstructured and unplanned for flexibility and to allow the free flow of ideas. 
C)  There shouldn't be any time constraints on discussing topics so that the group members can take their time in making a decision. 
D)  After a key item has been discussed, you should summarize the information that has been covered and concluded so far. 
E)  You should penalize those participants who talk too little. 
A)  You should encourage the few people who talk a lot to dominate the discussion. 
B)  The meeting should be unstructured and unplanned for flexibility and to allow the free flow of ideas. 
C)  There shouldn't be any time constraints on discussing topics so that the group members can take their time in making a decision. 
D)  After a key item has been discussed, you should summarize the information that has been covered and concluded so far. 
E)  You should penalize those participants who talk too little.

Question 16

Nenet needs to have a conversation with one of her company's executives. She has talked with him a few times, but she does not know him well. What should she do after arriving at his office and knocking?

Accepted Answer

A)  She should ask, "May I come in?" 
B)  She should go inside and sit down. 
C)  She should say, "Hello, I am Nenet." 
D)  She should enter and close the door. 
E)  She should stand there silently until the executive says something. 
A)  She should ask, "May I come in?" 
B)  She should go inside and sit down. 
C)  She should say, "Hello, I am Nenet." 
D)  She should enter and close the door. 
E)  She should stand there silently until the executive says something.

Question 17

The process of discussion that leads to an agreement and is frequently used to solve a conflict is

Accepted Answer

A)  negotiation. 
B)  constructive feedback. 
C)  back-channeling. 
D)  paralanguage. 
E)  heuristics. 
A)  negotiation. 
B)  constructive feedback. 
C)  back-channeling. 
D)  paralanguage. 
E)  heuristics.

Question 18

Putting the person you called on hold while you wait for an executive to be free to talk is not courteous.

Accepted Answer

A) True 
 B)False

Question 19

Which of the following statements about negotiation is true?

Accepted Answer

A)  Once you have gotten what you want, try pushing to see what else you can get. 
B)  You should never walk away from a negotiation. 
C)  Audiences are more likely to negotiate if they think that all of the outcomes will benefit you. 
D)  If a negotiation does not look financially advantageous, your audience may lose interest. 
E)  When negotiating, you should keep your focus solely on how the negotiation can benefit you. 
A)  Once you have gotten what you want, try pushing to see what else you can get. 
B)  You should never walk away from a negotiation. 
C)  Audiences are more likely to negotiate if they think that all of the outcomes will benefit you. 
D)  If a negotiation does not look financially advantageous, your audience may lose interest. 
E)  When negotiating, you should keep your focus solely on how the negotiation can benefit you.

Question 20

When engaging in negotiation, it is important to understand that the audience is judging everything about you, and if you fall short in some area, you may lose your credibility.

Accepted Answer

A) True 
 B)False

Which of the following is true of the courteous use of cell phones?

Which of the following involves focusing on what is being said and reserving judgment until the message is complete, while acknowledging using nodding, eye contact, and other actions?

In terms of the nature of listening, a person's ability to sense words is dependent on

Which of the following is an effective way to focus your attention as part of active listening?

Paralanguage refers to the

In terms of improving your listening ability, why is it important to go easy on argument and criticism?

Which of the following is one of "The Ten Commandments of Listening"?

Which of the following statements about nonverbal communication is true?

Why is it important to take minutes during meetings?

Victoria Sanchez has a telephone job interview scheduled with Kiara Turner, the HR manager at the hiring company. In order to be courteous, which of the following would be the most appropriate way to begin the telephone conversation?

List four strategies for ensuring that your feedback, whether negative or positive, is heard.

Agnetha, a CEO, is very angry with one of her managers for lying to a client about the progress of a project. As she talks to the manager about this, she speaks forcefully and emphasizes certain words and phrases to convey her feelings. What type of nonverbal communication does this represent?

Lashonda, a manager, needs to speak with one of her employees about his constant tardiness. Which of the following should she do?

Which of the following is a good practice when conducting meetings?

Nenet needs to have a conversation with one of her company's executives. She has talked with him a few times, but she does not know him well. What should she do after arriving at his office and knocking?

The process of discussion that leads to an agreement and is frequently used to solve a conflict is

Putting the person you called on hold while you wait for an executive to be free to talk is not courteous.

Which of the following statements about negotiation is true?

When engaging in negotiation, it is important to understand that the audience is judging everything about you, and if you fall short in some area, you may lose your credibility.

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

Which of the following is true of the courteous use of cell phones?

Which of the following involves focusing on what is being said and reserving judgment until the message is complete, while acknowledging using nodding, eye contact, and other actions?

In terms of the nature of listening, a person's ability to sense words is dependent on

Which of the following is an effective way to focus your attention as part of active listening?

Paralanguage refers to the

In terms of improving your listening ability, why is it important to go easy on argument and criticism?

Which of the following is one of "The Ten Commandments of Listening"?

Which of the following statements about nonverbal communication is true?

Why is it important to take minutes during meetings?

Victoria Sanchez has a telephone job interview scheduled with Kiara Turner, the HR manager at the hiring company. In order to be courteous, which of the following would be the most appropriate way to begin the telephone conversation?

List four strategies for ensuring that your feedback, whether negative or positive, is heard.

Agnetha, a CEO, is very angry with one of her managers for lying to a client about the progress of a project. As she talks to the manager about this, she speaks forcefully and emphasizes certain words and phrases to convey her feelings. What type of nonverbal communication does this represent?

Lashonda, a manager, needs to speak with one of her employees about his constant tardiness. Which of the following should she do?

Which of the following is a good practice when conducting meetings?

Nenet needs to have a conversation with one of her company's executives. She has talked with him a few times, but she does not know him well. What should she do after arriving at his office and knocking?

The process of discussion that leads to an agreement and is frequently used to solve a conflict is

Putting the person you called on hold while you wait for an executive to be free to talk is not courteous.

Which of the following statements about negotiation is true?

When engaging in negotiation, it is important to understand that the audience is judging everything about you, and if you fall short in some area, you may lose your credibility.

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