Deck 2: Interpersonal Communication and Emotional Intelligence

Question 1

Written messages in the workplace are high in richness as individuals can carefully craft messages at their own pace and on their schedule.

Answer 1

False
Explanation: Written messages in the workplace are generally low in richness, since they typically do not allow immediate feedback and lack a variety of social, verbal, and nonverbal cues.

Question 2

Venting negative feelings is the most effective strategy for de-escalating anger.

Answer 2

False
Explanation: A common misperception of many business professionals is that venting negative feelings helps people cope with anger. Study after study has shown that venting is temporarily satisfying-but it rarely makes anger go away, especially when the venting is intended as retaliation.

Question 3

Feelers enjoy talking and frequently discuss feelings and stories.

Answer 3

True
Explanation: Feelers tend to be more people-oriented and as a result, they focus heavily on harmony. Feelers enjoy talking and frequently discuss feelings and stories.

Question 4

People with high self-management react defensively with a me-first attitude when threats are perceived.

Question 5

In the interpersonal communication process, communicators encode and send messages at the same time that they also receive and decode messages.

Question 6

When one is treated poorly, responding aggressively potentially de-escalates an ugly situation and shows one's character and caring.

Question 7

People low in self-management should practice self-talk to improve.

Question 8

Decoding is the process of converting meaning into messages composed of words and nonverbal signals.

Question 9

Each person involved in interpersonal communication is both encoding and decoding meaning.

Question 10

Hearing problems, illness, and memory loss are examples of semantic noise in the communication process.

Question 11

Individuals involved in synchronous communication pay attention to and respond to communications at a time of their choosing.

Question 12

Physical noise refers to interference due to attitudes, ideas, and emotions experienced during an interpersonal interaction.

Question 13

Compared to networked communication, team communication allows teams to form and disband more informally and loosely.

Question 14

When communicating with intuitors one should not overemphasize the details.

Question 15

All outgoing messages are encoded and all incoming messages are decoded through a filter of lifetime experiences.

Question 16

Sensers are pragmatic and results-oriented.

Question 17

Since thinkers are most focused on harmony, when addressing them one should include personal comments and explain the impacts of decisions on people.

Question 18

Private communication does not necessarily imply that the communication is confidential.

Question 19

Spoken messages in the workplace are low in control but high in richness.

Question 20

High self-awareness includes the ability to manage events that stir strong responses.

Question 21

Which of the following involves the discipline to hold off on current urges to meet long-term intentions?

A)Empathy
B)Malevolence
C)Self-management
D)Longevity
E)Cognitive dissonance

Question 22

Which of the following is an impact of high empathy on interpersonal communication?

A)One controls emotional impulses that are not aligned with work and relationship goals.
B)One directs conversations to topics that focus on the needs of others and self.
C)One is aware of triggers and related tendencies to say the wrong thing.
D)One spends a higher percentage of work conversations on small talk, gossip, and non-work-related issues.
E)One frequently vents frustrations without a constructive work purpose.

Question 23

_____ is the "ability to use awareness of your emotions to stay flexible and to direct your behavior positively."

A)Empathy
B)Self-management
C)Emotional hijacking
D)Relationship management
E)Sympathy

Question 24

_____ noise refers to interference due to attitudes, ideas, and emotions experienced during an interpersonal interaction.

A)Cognitive
B)Physiological
C)Semantic
D)Psychological
E)Physical

Question 25

_____ refers to the thoughts and feelings that people intend to communicate to one another.

A)Meaning
B)Cognition
C)Allusion
D)Inclination
E)Empathy

Question 26

Emotional _____ refers to a situation in which emotions control our behavior causing us to react without thinking.

A)lateralization
B)hijacking
C)blackmail
D)contagion
E)referencing

Question 27

_____ is the process of interpreting messages from others into meaning.

A)Encrypting
B)Reasoning
C)Encoding
D)Classifying
E)Decoding

Question 28

Which of the following is a strategy to improve relationship management?

A)Engage in relaxation techniques to clear your mind.
B)Practice self-talk and visualize yourself responding effectively to challenging interpersonal issues.
C)Constantly evaluate your feelings and moods; attempt to understand your feelings as they occur.
D)Build up the courage to have a difficult conversation.
E)Reflect on personal strengths, weaknesses, and values.

Question 29

A poor signal for a phone conversation or blurry video feed for a teleconference are examples of _____ noise.

A)physical
B)psychological
C)semantic
D)physiological
E)cognitive

Question 30

All outgoing messages are encoded and all incoming messages are decoded through:

A)a filter of lifetime experiences.
B)the process of injunction.
C)the trickle-down effect.
D)mapping activities.
E)the process of habituation.

Question 31

Which of the following is an impact of high relationship management on interpersonal communication?

A)One controls emotional impulses that are not aligned with work and relationship goals.
B)One responds to others only when it's convenient.
C)One builds rapport with others to focus on collaboration.
D)One is aware of own emotional states and related impacts on communication.
E)One frequently vents frustrations without a constructive work purpose.

Question 32

Which of the following involves accurately understanding one's own emotions as they occur and how they affect one's behavior and thought?

A)Superannuation
B)Empathy
C)Social referencing
D)Cognitive dissonance
E)Self-awareness

Question 33

Which of the following is an impact of low self-management on interpersonal communication?

A)One directs conversations to topics that are important to self.
B)One focuses exclusively on the task at hand without paying attention to rapport-building.
C)One provides indirect and vague feedback and ideas to others.
D)One frequently vents frustrations without a constructive work purpose.
E)One is aware of his or her own emotional states and its related impacts on communication.

Question 34

Which of the following is an impact of high self-management on interpersonal communication?

A)One discusses frustrations in the context of solving problems and improving relationships.
B)One attempts to understand the feelings, perspectives, and needs of others.
C)One engages in a me-first approach to work with colleagues.
D)One responds to others only when it's convenient.
E)One frequently vents frustrations without a constructive work purpose.

Question 35

Which of the following terms best describes the process of sending and receiving verbal and nonverbal messages between two or more people?

A)Injunction process
B)Stimulus discrimination process
C)Interpersonal communication process
D)Habituation process
E)Social referencing process

Question 36

_____ is the process of converting meaning into messages composed of words and nonverbal signals.

A)Deciphering
B)Encoding
C)Interpreting
D)Reasoning
E)Analyzing

Question 37

_____ noise occurs when communicators apply different meanings to the same words or phrases.

A)Psychological
B)Physical
C)Semantic
D)Cognitive
E)Physiological

Question 38

Which of the following domains of emotional intelligence best describes the "ability to accurately pick up on emotions in other people and understand what is really going on with them"?

A)Empathy
B)Relationship management
C)Self-management
D)Self-awareness
E)Positive affect

Question 39

Which of the following is a strategy to improve self-management?

A)Encourage others who rarely speak up to voice their thoughts and feelings.
B)Think about group dynamics and the related impacts on each team member.
C)Examine strategies for overcoming impulses that compete with achieving your long-range goals.
D)Reflect on personal strengths, weaknesses, and values.
E)Attend work-related social outings.

Question 40

Events that cause strong emotional reactions are called _____.

A)triggers
B)stressors
C)thrillers
D)distracters
E)exciters

Question 41

In communication, _____ refers to the extent to which the message can be stored, retrieved, and distributed to others.

A)coordination
B)planning
C)constraint
D)permanence
E)richness

Question 42

When an executive or a manager develops a message for all relevant employees, it is known as _____ communication.

A)team
B)networked
C)private
D)leadership
E)concurrent

Question 43

Which of the following communicator styles is pragmatic and results-oriented?

A)Feeler
B)Senser
C)Thinker
D)Intuitor
E)Delighter

Question 44

_____ deals with the effort and timing needed to allow all relevant people to participate in a communication.

A)Coordination
B)Immediacy
C)Cue
D)Permanence
E)Richness

Question 45

_____ implies that the communication can be tightly drafted, edited and revised, rehearsed, and otherwise strategically developed before delivery.

A)Immediacy
B)Permanence
C)Planning
D)Richness
E)Coordination

Question 46

Which of the following is most likely to be true of those people who have low empathy?

A)They are unaware of their own emotional states and related impacts on communication.
B)They direct conversations to topics that are important to self.
C)They frequently vent frustrations without a constructive work purpose.
D)They volunteer advice or help to others as appropriate.
E)They attempt to understand the feelings, perspectives, and needs of others.

Question 47

_____ communication is often intended to announce big changes, inspire outstanding performance, boost morale, or create unity of vision for an organization.

A)Leadership
B)Networked
C)Private
D)Team
E)Concurrent

Question 48

_____ deal with the financial, space, time, and other investments necessary to employ particular channels of communication.

A)Constraints
B)Resources
C)Cues
D)Controls
E)Richness

Question 49

In the context of communication, which of the following terms refers to the practical limitations of coordination and resources?

A)Constraint
B)Control
C)Immediacy
D)Permanence
E)Richness

Question 50

Which of the following is the most common form of many-to-many communication?

A)Team communication
B)Networked communication
C)Leadership communication
D)Private communication
E)Concurrent communication

Question 51

_____ communication allows people to contact, communicate with, and develop work relationships with people they do not know but who share work interests and goals.

A)Team
B)Networked
C)Leadership
D)Private
E)Concurrent

Question 52

Which of the following is a domain of emotional intelligence?

A)Self-actualization
B)Sympathy
C)Self-management
D)Semantics
E)Emotional labor

Question 53

_____ communication refers to one-to-one communication that involves just a few individuals about work matters.

A)Team
B)Networked
C)Leadership
D)Concurrent
E)Private

Question 54

When choosing a communication channel, _____ refers to the degree to which communications can be planned and recorded, thus allowing strategic message development.

A)richness
B)immediacy
C)constraint
D)coordination
E)control

Question 55

Which of the following facilitates a one-stop work space containing project and meeting information, shared files, and communication platforms?

A)Texting
B)Videoconference
C)Webinar
D)Social networking
E)Email

Question 56

Which of the following is an asynchronous and dominant communication tool for one-to-one or one-to-many business messages?

A)Videoconference
B)Email
C)Phone conversation
D)Conference call
E)Webinar

Question 57

Which of the following is ideal for matters that require rapport-building and is preferred for sensitive and emotion-packed situations?

A)Spoken communication
B)Email
C)Written message
D)Social networking
E)Texting

Question 58

Which of the following is typically used for short, one-to-one or one-to-many messages and is ideal for quick announcements and scheduling?

A)Blogs
B)Videoconference
C)Texting
D)Conference call
E)Webinar

Question 59

Individuals involved in a(n) _____ communication can pay attention to and respond to communications at a time of their choosing.

A)asynchronous
B)synergized
C)low empathy
D)intrapersonal
E)concurrent

Question 60

Team communication differs from networked communication in that networked communication:

A)occurs among people who know one another.
B)typically occurs in the context of formally created teams or units.
C)allows groups to form and disband more informally and loosely.
D)is the most basic one-to-one communication that involves just a few individuals about work matters.
E)is always accomplished with the help of texting.

Question 61

Which of the following is a guiding principle on improving civility in society and the workplace?

A)Tell, don't ask.
B)Ignore small things.
C)Disagree graciously.
D)Do not refrain from arguing.
E)Keep a negative attitude.

Question 62

_____ are future-oriented, out-of-the-box thinkers.

A)Intuitors
B)Sensers
C)Feelers
D)Thinkers
E)Delighters

Question 63

_____ is "rudeness and disregard for others in a manner that violates norms for respect."

A)Emotional hijacking
B)Empathy
C)Cognitive dissonance
D)Incivility
E)Emotional labor

Question 64

Define interpersonal communication process.

Question 65

What is empathy? What does it include?

Question 66

What is self-management?

Question 67

In the context of communicator styles, which of the following is a characteristic of a person who is a feeler?

A)Focuses on logic and objectivity
B)Focuses on big ideas
C)Needs personal security
D)Pragmatic and results-oriented
E)Out-of-the-box thinking

Question 68

In the context of communicator styles, which of the following is a characteristic of sensers?

A)They need personal security.
B)They are results-oriented.
C)They focus on correct analysis.
D)They are experimental.
E)They are out-of-the-box thinkers.

Question 69

Which of the following is most likely to be true regarding the communication preferences of sensers?

A)They enjoy talking and frequently discuss feelings and stories.
B)They want only the relevant facts.
C)They thoroughly discuss an idea before moving to next idea.
D)They discuss concepts first and facts last.
E)They are experimental and focus on big ideas.

Question 70

What is emotional hijacking?

Question 71

_____ tend to be more people-oriented and as a result, they focus heavily on harmony.

A)Thinkers
B)Sensers
C)Feelers
D)Intuitors
E)Delighters

Question 72

What are the different communicator styles?

Question 73

State differences between team and networked communications.

Question 74

What do the words meaning, encoding, and decoding refer to in interpersonal communication?

Question 75

In the context of communicator styles, which of the following is a characteristic of a thinker?

A)Focuses on harmony, empathy
B)Action-oriented, focused on present
C)Focuses on future
D)Focuses on logic and objectivity
E)Out-of-the-box thinking

Question 76

In the context of communicator styles, which of the following is a characteristic of an intuitor?

A)Focuses on future, experimental
B)Focuses on correct analysis
C)"People" person
D)Focused on present, results-oriented
E)Focuses on harmony, empathy

Question 77

Explain physiological noise with examples.

Question 78

What does control refer to in choosing a communication channel? What do planning and permanence mean?

Question 79

_____ are most focused on logic, objectivity, and correct analysis.

A)Intuitors
B)Sensers
C)Feelers
D)Thinkers
E)Delighters