Deck 4: Verbal and Nonverbal Messages

Question 1

Manager Bland gave the following instructions to Jared: "I'd like you take on more responsibility.So far,you've only been dealing with minor tasks such as drawing up daily schedules and mailing out customer refunds.Starting with your shift on Tuesday,I'd like you to assist Kevin with brainstorming new means of customer outreach and with designing a sticky web site for our PRNG program."
Manager Bland's instructions include all of the following types of language EXCEPT _________.

A) low-level abstractions
B) jargon
C) high-level abstractions
D) slang

Answer 1

D
Explanation: It's smart to avoid slang in professional settings.

Question 2

John is the leader of a small work team that is responsible for developing new safety standards for a small construction company.The group has been having difficulty developing new standards because John's instructions have been extremely unclear.He has stated a general goal,but he has not given the group any specific directions.John could probably improve this group's ability to complete its task if he would _______________.

A) use only lower-level abstractions when he gives directions to the group.
B) use more jargon from the construction field when he gives directions to the group.
C) use higher-level abstraction to present the overall goal, followed by lower-level abstractions when he explains exactly how to complete the task.
D) use terms that are more equivocal when he gives directions to the group.

Answer 2

C
Explanation: One way to prevent misunderstanding is to present the overall goal using a higher-level abstraction; then explain exactly how to complete a task using lower-level abstractions.

Question 3

Which of the following is an effective guideline for expressing messages clearly?

A) State your main idea using high-level abstraction, then illustrate with low-level abstractions.
B) In most cases, it is best to talk only in low-level abstractions.
C) Use specialized jargon when you are talking with persons outside your profession.
D) You can help others understand your meaning by using equivocal terms.

Answer 3

A
Explanation: One way to prevent misunderstanding is to present the overall goal using a higher-level abstraction; then explain exactly how to complete a task using lower-level abstractions.

Question 4

A "low level abstraction" is

A) a specific, concrete statement that refers to observable objects or events.
B) a mathematical concept.
C) an element of equivocal speaking.
D) a legal brief.

Question 5

Which of the following terms represents words that have more than one common meaning?

A) annotative
B) judicious
C) jargon
D) equivocal

Question 6

All of the following are expressed in biased language EXCEPT

A) Who are you trying to kid?
B) Let's consider the consequences of this plan.
C) Well, that idea is a real winner.
D) What a hare-brained notion.

Question 7

Do use strategic ambiguity

A) when the receiver needs clarity.
B) to prevent potential confusion.
C) to deceive a competitor.
D) when you need to deliver a difficult message, but you want to help the receiver save face.

Question 8

Biased language has all of the following characteristics EXCEPT

A) paints a negative picture of its target
B) generates negative feelings
C) is concrete, measurable, and objective
D) contains an evaluation

Question 9

Which of the following represents the lowest-level of abstraction?

A) The proposal has mistakes in it.
B) The proposal you sent to Mr. Brewer on Jan 8 has incorrect budget totals, misspelled words, and grammar mistakes.
C) The proposal sucks.
D) The proposal you sent to Mr. Brewer has mistakes in it.

Question 10

A good way to reduce equivocal misunderstandings is:

A) If you are the receiver, double check the sender's meaning of equivocal terms.
B) If you are the sender, use lower-level abstractions to clarify the meaning of equivocal terms.
C) If you are in a multicultural context, ask the receiver to verify their understanding of your message, especially if their nonverbal suggest confusion.
D) All of these are useful strategies for reducing equivocal misunderstandings.

Question 11

Which of the following statements represents the lowest-level of abstraction?

A) "Send me a memo of your ideas."
B) "Let me know what you think about the idea."
C) "Send me a memo by the tenth of the month outlining your ideas."
D) "By the tenth of this month, send me a memo listing the strengths and weaknesses of this project."

Question 12

A specialized technical form of vocabulary that allows professionals to communicate about issues important to their field is referred to as

A) ambiguous language.
B) jargon.
C) high-level language.
D) equivocal terms.

Question 13

A "high-level abstraction" is

A) a specific, concrete statement that refers to observable objects or events.
B) Broussard's Law of Physics.
C) a broad, general statement.
D) an unequivocal message.

Question 14

When you are trying to summarize a large amount of information,yet make your meaning clear,you can often achieve maximum clarity by using

A) highly specific language.
B) highly abstract language.
C) a large amount of nonverbal amplification.
D) an abstract overview followed by specific details.

Question 15

Equivocal misunderstandings occurs for all of the following reasons EXCEPT

A) Different professions sometimes have varying specialized meanings for the same term.
B) Various cultures interpret a term in different ways.
C) Some communicators use lower-level abstractions to clarify their meaning.
D) Regions within the U.S. may hold different meanings for a term.

Question 16

Research suggests that swearing on the job

A) is expected in some settings.
B) should be avoided until you are familiar with the norms of the organization.
C) has been identified as the leading cause of employee termination.
D) All of these statements are supported by research.

Question 17

Strategic ambiguity refers to

A) precise, low-level abstractions.
B) the judicious use of slang.
C) the purposeful use of indirect language.
D) a common form of communication in low-context cultures.

Question 18

Don't use strategic ambiguity when your goal is to

A) help the listener understand your precise meaning.
B) promote harmony.
C) soften the blow of difficult messages.
D) communicate your ideas in a situation where it could possibly expose you to a lawsuit if you stated your point unambiguously.

Question 19

Which of the following is NOT an equivocal phrase for expressing time?

A) very soon
B) every time I see you
C) in two minutes
D) after a long break

Question 20

The statement,"Omar has been nagging me about that job for two weeks" (as opposed to "Omar has inquired a few times about the status of that job.")is an example of

A) biased language.
B) low-level abstraction.
C) denotative language.
D) verbal precision.

Question 21

One characteristic of a feminine style of communication is

A) instrumentality.
B) rapport talk.
C) report talk.
D) assertiveness.

Question 22

To manage potential problems when feminine and masculine styles of language clash in the workplace,the text recommends all of the following EXCEPT:

A) Learn to switch between feminine and masculine styles.
B) Use a mixed-gender strategy.
C) Select your favorite style and stick with it. If others don't react well, explain why the style you are using works the best for you.
D) Be aware of the characteristics of both styles.

Question 23

Language that sets off an intense emotional reaction in a listener is referred to as

A) jargon.
B) trigger words.
C) ambiguous words.
D) equivocal speech.

Question 24

Which is a typical outcome of using "less powerful" speech?

A) It sounds considerate and may help the speaker improve relationships.
B) It creates the impression that the speaker highly competent.
C) It demonstrates conviction.
D) It tends to alienate co-workers.

Question 25

Vivienne's interaction with others often includes assertive statements.Moreover,she frequently interrupts anyone who voices an opinion that is different than hers.According to the text,what communication style is Vivienne using?

A) feminine
B) neutral
C) androgynous
D) masculine

Question 26

A feminine communication style is characterized by which of the following elements?

A) focusing on facts
B) attempting to dominate conversations
C) listening supportively
D) offering advice

Question 27

An example of a "more powerful" speech form is

A) "This meeting is running late, isn't it?"
B) "That was truly quite marvelous!"
C) "We will submit our final report by 3 P.M. this afternoon."
D) "What do you think should be considered next?"

Question 28

All of the following are examples of negative,rather than positive,language EXCEPT:

A) When do I have to submit my paper?
B) What is the due date for the paper?
C) How many points will you dock me if I turn in my paper late?
D) When is the latest I can turn in my paper?

Question 29

A coworker tells you: "It makes me really mad when my boss strolls past my desk and says,'Okay,honey,let's get down to work." "I am not his honey!" In your coworker's view,the word "honey" is

A) jargon.
B) report talk.
C) a trigger word.
D) an equivocal term.

Question 30

Differences in language use between man and women

A) are distinct and noticeable in the language patterns of every man and every woman.
B) don't characterize all men and women.
C) are biological traits that do not evolve over time.
D) are a myth.

Question 31

All of the following are examples of negative,rather than positive,language EXCEPT:

A) You'd better give us until Tuesday to get that inspection done.
B) The inspection won't be finished until Tuesday.
C) We'll have to wait until Tuesday to schedule the inspection.
D) We'll finish the inspection on Tuesday.

Question 32

A feminine conversational style uses apologizing forms of speech

A) to avoid sounding dogmatic.
B) because the speaker has low self-esteem.
C) because women are weak.
D) All of these are typical reasons why a feminine style uses apologies.

Question 33

Filler words such as "like," "you know," "umm," and "yeah,"

A) reduce your credibility.
B) are viewed negatively by older generations.
C) can reduce your chances of getting hired.
D) All of these are consequences of using filler words.

Question 34

A feminine style often uses _________________ to initiate and maintain conversation.

A) exclamations
B) assertions
C) advice
D) questions

Question 35

An advantage of "powerful" speech is that it

A) sounds considerate.
B) helps the speaker achieve relational goals.
C) tends to create a sense of good will.
D) creates an impression that you are a person with authority and conviction.

Question 36

One characteristic of a masculine style of communication is

A) instrumentality.
B) apology.
C) building rapport.
D) tentativeness.

Question 37

A masculine style often uses ______________ to maintain authority in a conversation.

A) apologies
B) tag questions
C) topic control
D) emotions

Question 38

Which of the following is NOT a characteristic of nonverbal communication?

A) It is ambiguous.
B) It cannot be avoided.
C) It primarily expresses feelings and attitudes.
D) It is virtually the same in all cultures.

Question 39

Robert is an effective supervisor because he has the ability to interpret a number of spoken and unspoken conversational cues.His subordinates in his sales division respect him because he also has the ability to develop strong rapport with each coworker by showing constant support.Which type of communication style is Robert demonstrating when he is showing support?

A) feminine
B) neutral
C) androgynous
D) masculine

Question 40

Nonverbal messages

A) are better than verbal messages.
B) are a good medium for expressing ideas precisely.
C) indicate a person's feelings and attitudes.
D) are unambiguous.

Question 41

You can demonstrate proper cubicle etiquette by

A) asking permission before you enter other employees' workspace.
B) borrowing items from co-workers' desks.
C) eating your lunch in your cubicle.
D) making personal phone calls when you are in your cubicle

Question 42

"When my boss talks to me in a deadly calm voice with a low pitch,slow tempo,and steady rhythm,I know she's mad about something!" In this example,the employee identifies the supervisor's feeling through an understanding of

A) paralanguage.
B) equivocal language.
C) jargon.
D) rapport talk.

Question 43

In polychronic cultures,

A) getting down to business right away is often viewed as rude.
B) honoring deadlines is given higher priority than honoring relationships.
C) speaking overtime communicates lack of regard for your listeners' schedules.
D) it is considered offensive to arrive late for a meeting.

Question 44

All of the following are signs of immediacy EXCEPT

A) an animated speaking style.
B) speaking with vocal variety.
C) leaning away from others when you are talking with them.
D) smiling.

Question 45

All of the following are suggestions for improving your nonverbal effectiveness except:

A) Monitor your nonverbal behaviors.
B) Show your interest in others by using nonverbal behaviors that create a sense of immediacy.
C) Be guarded about expressing confidence, goodwill, and positive feelings in the workplace.
D) Learn and observe the nonverbal conventions of the organization or country you are in.

Question 46

Which of the following is NOT true about the physical environment at work?

A) The person with higher status controls the "approach" rules between two people.
B) An employee's status may be measured by whether his or her office is next to the boss's or is in a dark alcove.
C) If you want to diminish your chances of being viewed as a leader, you should sit along the sides of a table, not at the head of the table.
D) The distance that separates people in an organization has little effect on who talks to whom.

Question 47

All of the following are politeness rules for those who share cubicles EXCEPT

A) Don't come to work when you are ill.
B) Set your phone ringer and screen saver sounds on mute or low.
C) Resist the temptation to look at what's showing on co-workers' computer screens.
D) If you overhear a fellow cube dweller ask a question, shout out an answer.

Question 48

Jeremiah wears torn blue jeans,sandals,and a muscle shirt to his interview for a job as a computer technician.A large tattoo is clearly visible on his neck.We can conclude that

A) the interviewer will assume that Jeremiah will be professional and well-organized on the job.
B) if Jeremiah answers the interview questions effectively, the interviewer will not pay attention to Jeremiah's appearance.
C) Jeremiah's appearance proves that he is sloppy and untrustworthy.
D) if the interviewer is negatively impressed by Jeremiah's appearance, he is likely to attribute additional negative characteristics to Jeremiah.

Question 49

The text explains that we can change the meaning of a word with a simple change of pitch or volume.This nonverbal characteristic is called

A) appearance.
B) paralanguage.
C) personal distance.
D) haptics.

Question 50

The distance that separates coworkers is referred to as

A) work environment.
B) seating arrangement.
C) proximity.
D) temperate zone.

Question 51

When Jolene uses clear,direct,and specific statements to explain to her subordinates how to complete a task,she is using low-level abstractions.

Question 52

If someone you really don't like comes within four feet of you,which distance zone has he entered?

A) intimate
B) casual-personal
C) social-consultative
D) public

Question 53

You have just been hired as a manager.Unwisely,you want to send the message to anyone who comes to talk to you that you are in charge.How would you arrange your office?

A) You would sit behind a large desk while the visitor sits in a chair on the other side of the desk more than four feet away from you.
B) You would arrange some comfortable easy chairs in your office; each of your visitors would sit in one of the chairs.
C) You would place another chair, at right angles to yours, about three feet away from you.
D) You wouldn't provide a chair for the visitor, so he would remain standing while you were seated.

Question 54

Immediacy

A) can be defined as verbal and nonverbal behaviors that indicate warmth and liking.
B) reduces career success.
C) creates a bad first impression.
D) refers to a person who stands too close to others.

Question 55

All of the following are true concerning appearance except:

A) Attractive people are considered to be more likable.
B) Attractive people are considered to be more persuasive.
C) Attractive men are more likely to receive higher starting salaries than less attractive men.
D) The clothing you select has no impact on how others perceive you.

Question 56

All of the following are true about body movement except:

A) One way to discourage a social conversation during working hours is to shuffle papers while the visitor is talking.
B) A tapping foot often accompanies an attitude of impatience.
C) Astute communicators will notice when the person they are interacting with pulls back, and they will try to remedy the problem.
D) When communicating, we usually pay more attention to our hand movements than to our facial expressions.

Question 57

If you wanted to create a friendly atmosphere as you introduced your company's new marketing plan to two of your best clients,which of the following distance zones would be most appropriate?

A) intimate
B) casual-personal
C) social-consultative
D) public

Question 58

When choosing your wardrobe,it's advisable to

A) inquire with Human Resources about the company dress code.
B) choose blouses with a plunging neckline.
C) wear casual clothing.
D) dress the part of a lower-level employee so you won't seem too cocky.

Question 59

All of the following are true statements about eye contact except

A) In mainstream U.S. culture, a person who avoids eye contact during a conversation is likely to be perceived as uninterested.
B) In a two-person conversation, the speaker typically looks at the listener 90% of the time.
C) A skilled communicator can reduce the chance they will be interrupted by avoiding eye contact with others.
D) Lack of eye contact demonstrates respect in some cultures.

Question 60

In conversation,the best guide for eye contact across all cultures is

A) look the other person in the eye all the time.
B) be aware of cultural variations in eye contact.
C) smile whenever you are making eye contact.
D) use more eye contact when you are speaking than when you are listening.

Question 61

Jargon does not serve a useful purpose and should never be used.

Question 62

You can increase the clarity of your verbal messages by using high-level abstractions instead of low-level abstractions.

Question 63

It is never a good idea to use abstract words.

Question 64

"You should write a good resume" is an example of a very low-level abstraction.

Question 65

Some people deliberately use vague language as a tactic to deceive their competitors.

Question 66

"No one ever thanks me for anything I do" is an example of a high-level abstraction.

Question 67

When Corazon uses a cliché such as "Let's push the envelope," her teammates will know precisely what she thinks they should do.

Question 68

While clear language is often preferable,your text suggests that there are a few situations in which deliberate ambiguity is a valid approach.

Question 69

Never use ambiguous language to deliver a difficult message because people want to hear bad news in a straightforward manner.

Question 70

Expressing yourself in negative phrases can have a negative impact on your professional identity.

Question 71

If you want to create an impression that you are powerful,you should attach tag questions such as "shouldn't we?" at the end of your statements.

Question 72

If you accidentally utter a phrase that pulls someone's trigger and causes them to have a strong emotional reaction,your best response is to let them finish their emotional outburst without interruption.Then you can try to patch up the problem by choosing a more agreeable word and continuing the discussion.

Question 73

It is advisable to use abstract,vague language instead of blunt remarks if your goal is to promote harmony among feuding group members.

Question 74

You can enhance your credibility on the job by learning to use the jargon of your field competently.

Question 75

When you are presenting an idea to others,it is helpful to start with an abstract generalization that gives a broad picture of your idea and then to support it with specific examples and details.

Question 76

The text recommends that you sprinkle your language with biased words to create an impression that you are powerful.

Question 77

One way to avoid misunderstandings in verbal messages is to use trigger words.

Question 78

If you want to downplay your authority over others,present your commands in question form,such as "Is it OK with everyone if we move to the next point now?"

Question 79

The words "jerk"; "bimbo"; "idiot"; and "slob" are all examples of biased words.

Question 80

Strategic ambiguity is used to soften the blow of difficult messages.