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

Question 1

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?

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?

Answer 1

C
Explanation: C) Paraphrasing for content means ensuring that you understand literally what was said. You restate the message in different words to be sure you understand it.

Question 2

Carol approaches a coworker, shaking her head as she does so. With a frown on her face, she angrily asks, "Did you finish the report yet?"
Which of the following represents verbal communication?

A) shaking head
B) frowning
C) using those specific words
D) using an angry tone of voice
E) emphasizing the word "yet"

Answer 2

C
Explanation: C) Nonverbal communication refers to messages that are conveyed through something other than words, like tone of voice, emphasis of words, facial expressions, gestures, etc. The question "Did you finish the report yet?" is direct and non-threatening if asked in a calm tone of voice with an indifferent expression on the face. When asked in an angry tone, with a frown, emphasizing the word "yet," while shaking the head, it becomes much more inflammatory.

Question 3

Which of the following is a physiological barrier to hearing?

A) car horns and idling engines at an intersection
B) conversations in a crowded restaurant
C) loud music at an outdoor street fair
D) clogged ears after swimming
E) loud noise made during construction work

Answer 3

D
Explanation: D) Physiological barriers arise from a listener's physical state, so this choice is correct. The other choices are all external distractions.

Question 4

Ella receives an email from her coworker Maduca in Japan. Maduca tells Ella that she will not be able to visit her in the U.S. offices as she had hoped to, and includes an emoticon to express her sadness. Which of the following emoticons did Maduca most likely use in her email?

A) (;_;)
B) :-(
C) o.o
D) :-0
E) *o*

Question 5

Which of the following is a barrier to listening comprehension?

A) many people speaking simultaneously
B) loud volume of the speaker
C) unfamiliar vocabulary
D) ringing telephones
E) blocked ears due to a head cold

Question 6

Which of the following is an example of a difficulty in listening comprehension?

A) not hearing what the ER doctor says because an ambulance outside is blaring its siren
B) not understanding what the ER doctor means when he says you are suffering from hypertension
C) not hearing what the ER doctor says because of the conversation and cries of pain in the waiting area
D) not listening to what the ER doctor says because you're distracted by the new patient who's just been wheeled into the room
E) not understanding what the ER doctor says because you have a head cold and your ears are clogged

Question 7

The active listening skills used when you listen to the spoken word are ________ when you "listen" to what people say in their writing.

A) inapplicable
B) equally useful
C) much more required
D) far less effective
E) rarely used

Question 8

On your first day at a new job you receive an email asking you to submit your SBDs by Friday, so they can be vetted for inclusion in the new module. You need to ask for clarification as you don't know what is being asked of you. This is an example of a barrier to ________.

A) passive listening
B) active listening
C) listening comprehension
D) interpretation
E) nonverbal communication

Question 9

Research suggests that focusing on the entire face, including both eyes and the mouth, when reading facial expressions is done by people from ________.

A) China
B) Japan
C) Korea
D) Germany
E) all over the world, regardless of culture or geography

Question 10

________ involves analyzing the meaning of what you hear, read, or see to determine its intention.

A) Passive listening
B) Telecommuting
C) Listening comprehension
D) Interpretation
E) Nonverbal communication

Question 11

Body language, posture, and gestures ________.

A) reveal little about the attitude of the speaker
B) can help you interpret attitude without listening to any words
C) only express attitudes of shame or uncertainty
D) should be interpreted without regard to facial expressions
E) must be interpreted independent of cultural context

Question 12

A coworker states, "Please ensure that you submit all status reports two days before the monthly departmental meeting."
After Monica shares an idea at a meeting, Rachel immediately responds, "That would never work!" This response stops Monica's participation in the rest of the discussion. Which of the following statements would best have kept the discussion moving forward?

A) I think that's a terrible idea, but that's just my opinion.
B) That's a different way to look at it. How would it work?
C) I know you wouldn't have come up with such an outlandish idea if you knew all the facts.
D) That sounds ridiculous.
E) This plan is full of errors.

Question 13

Which of the following is one of the categories of active listening skills?

A) describing
B) evaluating
C) implying
D) interrupting
E) conveying

Question 14

Which of the following best exemplifies a costly mistake that can be attributed to passive listening?

A) forgetting to reorder supplies and having work come to a standstill while you send an employee out to restock
B) taking an order so large that your factory has to run costly overtime shifts to meet the production deadline
C) failing to proof your report before making copies of it, and having to reprint them all after you realize this and correct the typos
D) scheduling two appointments for the same time and having to cancel on one of your clients at the last minute
E) mailing out a coupon giving customers 50% off on their orders because you misheard when your boss asked you to create a coupon for 15% off

Question 15

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

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 16

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.
What is the most likely cause of this breakdown in communication?

A) passive listening
B) failure to listen actively
C) barriers to listening comprehension
D) difference of interpretation
E) physiological barrier to hearing

Question 17

Passive listening means ________.

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 18

Which of the following is an environmental hearing distraction?

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 19

Paraphrasing to ensure understanding ________.

A) is too difficult to attempt
B) means asking straightforward questions about what was said
C) involves repeating exactly what you heard in the same words, to make sure you didn't mishear any of the words
D) is less complicated than asking questions
E) can help you understand the emotional content behind a statement

Question 20

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 emotional content?

A) Are you saying that we need to be more careful while creating the reports?
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 21

Which of the following is LEAST likely to trigger an emotional response?

A) No one around here ever listens to me.
B) I never feel that you hear what I am saying.
C) You always have to get the last word in.
D) I don't feel as though my concerns are being heard.
E) Why don't you ever let me speak?

Question 22

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?

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 23

Which of the following statements is most likely to be true regarding the communication styles of women?

A) Compared to men, women are more likely to communicate in ways that assert independence.
B) Compared to women, men are more likely to feel silenced.
C) Compared to women, men are more likely to communicate in ways that preserve equity and relationships.
D) Men tend to interrupt more than women do.
E) Compared to men, women are more likely to communicate in ways that assert power.

Question 24

"Your assessment of this data is just plain wrong." Which of the following best rephrases the statement above, avoiding language that will trigger a negative response?

A) "You didn't do such a good job analyzing this data."
B) "I interpreted this data differently."
C) "I think you are way off base here."
D) "I'm afraid that your assessment of this data leaves much to be desired."
E) "I respectfully state that you missed the point."

Question 25

Unambiguous language ________.

A) has only one meaning
B) means different things to different people
C) is likely to lead to errors
D) can confuse the listener
E) should be avoided for the sake of clarity

Question 26

Using a strong and positive tone of voice ________.

A) will undermine your persuasiveness
B) will come across as arrogant, and is not recommended
C) will make your audience receptive to your ideas
D) will cause you to sound hesitant
E) will lead the audience to believe that you doubt what you are saying

Question 27

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

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 28

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 nonverbal gestures would most likely indicate your happy willingness to assist her?

A) sighing
B) looking away from her
C) muttering under your breath
D) pulling out a chair for her
E) rolling your eyes

Question 29

At a job interview, Dara speaks confidently and enthusiastically about her prior experience. With a smile on her face, she leans forward in her chair while speaking, as does her interviewer. Dara's nonverbal communication ________.

A) conflicts with her message
B) will make her audience perceive her as arrogant and aggressive
C) increases her chances of getting a positive response
D) undermines her persuasiveness
E) will make it more likely that her audience will forget what she said

Question 30

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 nonverbal signals would most likely support your affirmative verbal response and give the impression that you would prefer to help her?

A) continuing to stare at your computer screen
B) sighing
C) smiling
D) frowning
E) tensing up your body

Question 31

Your audience will be more likely to remember what you say in which of the following situations?

A) smiling as you reveal the declining sales figures
B) frowning while you explain a serious matter
C) pacing as you ensure your audience that there is no cause for alarm
D) sounding hesitant as you describe the reorganization plan
E) continuing to stare at your computer while you agree to help a coworker

Question 32

When nonverbal signals reinforce your words, ________.

A) listeners remember what you say better
B) your audience will not have confidence in your words
C) your nonverbal communication carries less weight than your words
D) you undermine your persuasiveness
E) your cues conflict with your message

Question 33

"Miranda, you spend so much time cleaning up the mess your department makes that maybe you can help us figure out how to fix our problem." Which of the following best revises the statement above in unbiased language?

A) "Miranda, please tell us what you'd do if your department was responsible for this mess."
B) "Miranda you have the most experience with these issues since your department makes most of the mistakes. So how would you handle this issue?"
C) "Miranda, you're an old hand at cleaning up other people's mess, so maybe you will share the wisdom of your experience with us."
D) "Miranda, you have a lot of experience with damage control, so maybe you can tell us how you'd handle our situation."
E) "Miranda, can you give us a crash course in how to fix this disaster?"

Question 34

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

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 35

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

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

Question 36

A good interpersonal communicator ________.

A) resists attempts of other people to share the conversation
B) engages in lengthy monologues
C) fights off interruptions from the audience to hold onto "the floor"
D) invites the audience to respond after concisely making his or her point
E) avoids asking questions that are designed to involve the audience in the conversation

Question 37

A speaker says, "We need to wait for Kelly to meet with Amanda in accounting. Once she gives us the answer we will get the report out within four hours." Which of the following would do the most to clarify the meaning of the statements above?

A) the speaker substituting "her" for "she"
B) the listener asking, "Who is Kelly's supervisor?"
C) the speaker substituting "one of the accountants" for "Amanda"
D) the listener asking, "Will Kelly or Amanda provide us with the answer?"
E) the speaker substituting "ASAP" for "within four hours"

Question 38

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, ________.

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 39

Miranda is speaking to a group about their company's new "green" initiative, designed to increase environmental responsibility and reduce waste. After she has finished her remarks, which of the following would be the best thing to say for Miranda to keep the conversation moving forward?

A) So that's all I have to say about the new initiative.
B) See, I told you this wouldn't take much time!
C) Does anyone have any questions about how this program will work?
D) Why don't we break for a while and consider all that has been said.
E) I'm sure you all agree that this is a great program!

Question 40

Use of which of the following specific types of language is recommended as a strategy for productive communication?

A) unambiguous language
B) biased language
C) accusatory language
D) trigger words
E) provocative questions

Question 41

Collaboration ________.

A) usually leads to relational conflicts
B) ensures buy-in from all parties
C) is a good way to achieve workable solutions under time pressure
D) results in an "I win, you lose" outcome
E) usually results in a lose-lose situation

Question 42

Emma and Jessica work together and both want to increase sales at their company. Emma argues this is best achieved by investing in research and development so they can create the best possible products. Jessica believes that increasing their sales force is the way to go.
Assume that Emma and Jessica decide to allocate part of the budget for R&D and part of it for hiring additional salespeople. In this case, which of the following conflict management techniques is being used by Emma and Jessica ?

A) avoid confrontation
B) accommodate or give in
C) compete to win
D) compromise
E) collaborate to find the best solution

Question 43

________ threaten someone's sense of personal identity or self-image.

A) Competing goals
B) Faulty assumptions
C) Differences of opinion
D) Ego conflicts
E) Relational differences

Question 44

Which of the following terms refers to an oversimplified image or generalization of a group?

A) quality circle
B) ethnocentrism
C) cultural stereotype
D) power distance
E) kizen group

Question 45

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

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

Question 46

As a conflict management technique, accommodating ________.

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 47

Although people often use the term "conflict ________" to discuss handling conflict, "conflict ________" is a more helpful term.

A) eradication; resolution
B) resolution; management
C) management; eradication
D) resolution; eradication
E) management; resolution

Question 48

Which of the following statements includes a hedge?

A) Um, well, we could, ah, merge the departments.
B) I may be wrong, but I think that merging the departments might be a good idea.
C) Merging the departments is definitely the way to go.
D) Pardon me for interrupting, but we should merge the departments.
E) We can merge the departments, can't we?

Question 49

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

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

Question 50

Which of the following approaches to resolving conflicts is most likely to result in quick solutions, but often leads to relational conflicts?

A) compromise
B) avoid confrontation
C) collaborate to find the best solution
D) accommodate
E) compete to win

Question 51

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

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 52

Which of the following statements is most likely to be true regarding accusatory language?

A) It focuses on your perception rather than assigning blame.
B) It encourages dialogue with the other person.
C) It helps you paraphrase your understanding.
D) It focuses negative attention on the person rather than on the issue.
E) It is least likely to trigger emotional response.

Question 53

In the workplace context, the adage, "We like those most who are most like us," means that most of us prefer to ________.

A) work with people whose styles resemble our own
B) work with people whose approaches contrast with our own
C) avoid working with people who are similar to us
D) avoid working with people whose styles are within our comfort zones
E) work with people whose strengths differ from but balance with our own

Question 54

Emma and Jessica work together and both want to increase sales at their company. Emma argues this is best achieved by investing in research and development so they can create the best possible products. Jessica believes that increasing their sales force is the way to go.
Assume that Emma and Jessica decide to go to their supervisor, each making a case for why her idea is preferable and leaving it to the supervisor to determine which is best. In this case which of the following conflict management techniques is being used by Emma and Jessica ?

A) avoid confrontation
B) accommodate or give in
C) compete to win
D) compromise
E) collaborate to find the best solution

Question 55

Avoiding a conflict instead of addressing it ________.

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 56

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 ________.

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

Question 57

People who collaborate ________.

A) need to recognize that they may be motivated by different goals
B) cannot function unless they have different goals
C) rarely have conflicts arise due to working with different goals in mind
D) need to find solutions that address only one goal
E) are always motivated by the same goals

Question 58

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

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 59

Relational conflicts ________.

A) will simply go away if you ignore them
B) may be a nuisance but have no real business costs
C) have caused employees to reduce their commitment to the job
D) can only be solved by using accusatory rather than neutral language
E) cannot be helped by mediation or intervention from supervisors

Question 60

Emma and Jessica work together and both want to increase sales at their company. Emma argues this is best achieved by investing in research and development so they can create the best possible products. Jessica believes that increasing their sales force is the way to go.
Which of the following most accurately describes this situation?

A) Emma and Jessica are motivated by the same goal but have a difference of opinion about how to achieve it.
B) Emma and Jessica are motivated by the same goal and have the same opinion about how to achieve it.
C) Emma and Jessica are motivated by different goals and have a difference of opinion about how to achieve them.
D) Emma and Jessica are motivated by different goals but have the same opinion about how to achieve them.
E) Emma and Jessica are involved in an affective conflict.

Question 61

Michelle is being transferred from the United States to one of her company's overseas offices, in a country that is considered polychronic. Which of the following is a difference to which Michelle will need to adapt?

A) Meetings will begin on time.
B) Efficiency will be valued highly.
C) People will be expected to adhere closely to schedules.
D) The order of items on a meeting agenda may get changed easily.
E) The importance of schedule will be put before people and relationships.

Question 62

In a high-context culture ________.

A) direct conversation is the norm
B) people tend to get right to the point
C) people use unambiguous language to communicate
D) people rely on subtle cues
E) people use explicit language to communicate a message

Question 63

Listening comprehension refers to how well you hear what is being said.

Question 64

Tone of voice is not considered a form of nonverbal communication.

Question 65

All cultures around the world interpret facial expressions the same way.

Question 66

Asking "What do you think?" at the end of a presentation is not recommended, as it is too simple a question to move the discussion forward.

Question 67

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

Question 68

You are assembling a team for a new project and need to select four more members. You have it narrowed down to five candidates, and write down each of their names and the reason you want to include them on your team. Which of the following members is the LEAST compelling choice for your team?

A) Marjorie: She is very interested and motivated to work on this project.
B) Alberto: He has the technical expertise I lack.
C) Coleman: He has experience on this kind of project.
D) Gavin: He and I have worked together effectively in the past.
E) Rita: She's my friend and I'd like to spend more time with her.

Question 69

Interpretation involves analyzing the meaning of what you hear, read, or see.

Question 70

A company sends one of its junior executives to meet with the CEO of another company. The CEO is insulted that someone of equal rank was not sent. Which of the following is most likely true?

A) At the junior executive's company, people are granted respect based on their position alone.
B) The junior executive's company is very formal and hierarchical.
C) The CEO's company believes in social equality.
D) The CEO's company has a relaxed attitude about title and status.
E) The CEO's company has a clear separation between superiors and subordinates.

Question 71

In today's business world, learning about other cultures is ________.

A) optional
B) necessary
C) not required
D) ill-advised
E) interesting but of no real business concern

Question 72

If Samantha doesn't listen closely to her supervisor's instructions and ends up sending a shipment to the wrong address, this costly mistake can be attributed to passive listening.

Question 73

Teams ________.

A) are rarely effective in accomplishing a goal
B) must involve at least 3 people
C) benefit the group as a whole but not the individual members
D) are not as important today as they were 20 years ago
E) collaborate in their efforts to achieve a specific common goal

Question 74

Julie has been asked to keep the minutes at the next weekly meeting. She hasn't done this before and isn't sure what to include. Which of the following should Julie include?

A) what the team decided to do
B) a copy of presentations and handouts
C) a description of everything that was said
D) pictures of the meeting
E) seating allotments

Question 75

Understanding the meaning of an email message uses totally different skills than understanding the meaning of a conversation.

Question 76

According to the model first proposed by Tuckman, which of the following occurs during the storming stage of team development?

A) Team members discuss and resolve problems.
B) Team members work collaboratively.
C) Team members achieve a high level of productivity.
D) Team members experience conflict and tension.
E) Team members decide to create standards about communication and accountability.

Question 77

Listening is widely considered to be one of the most important communication skills.

Question 78

Which of the following terms best represents a culture that values punctuality and efficiency?

A) high-context culture
B) polychronic culture
C) collectivist culture
D) low-context culture
E) monochronic culture

Question 79

Observing behavior can help you interpret meaning, especially if the behavior is inconsistent with a spoken statement.

Question 80

Which of the following statements is true about leadership?

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.