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

Question 1

Constructive feedback is used only to soften negative messages.

Answer 1

False

Question 2

Most people do a reasonably good job of talking informally and do not need to work on improving their conversational abilities.

Answer 2

False

Question 3

If you have to engage in a difficult conversation, you should be subjective in how you interpret and use the facts.

Answer 3

False

Question 4

The competitive strategy of conflict management is frequently referred to as the "win-win" strategy because everyone works toward a resolution that meets everyone's needs.

Question 5

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.

Question 6

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

Question 7

After listening to formal oral communication, such as a speech, we quickly forget most of the message.

Question 8

Unless you have an emergency, your conversation is never so important that you should interrupt another conversation.

Question 9

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

Question 10

Which of the following statements about organizational culture is true?

A) Organizational culture guides what you can do, but not what you write or say.
B) Written and oral communication play a critical role in creating organizational culture.
C) If you are chosen to fill a position, that means you fit in with the organization's culture.
D) Organizational culture is the same from company to company.
E) Written communication reinforces organizational culture, but oral communication changes organizational culture.

Question 11

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

Question 12

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.

Question 13

By emphasizing the words do not in a sentence to convey how serious you are, you are using paralanguage.

Question 14

The four common types of nonverbal communication are body language, facial expression, verbal fillers, and paralanguage.

Question 15

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

Question 16

Meetings of such groups as formal committees, boards of directors, and professional organizations usually follow generally accepted rules of conduct called parliamentary procedure.

Question 17

When engaging in small talk, some good topics to discuss include sports, politics, current events, movies, and the cost of things.

Question 18

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.

Question 19

People who prioritize relationships and others' feelings over their own wishes typically choose to use the conflict avoidance strategy.

Question 20

According to the ten commandments of listening, by frequently asking questions, you interfere with the talker's ability to develop his or her message.

Question 21

Which of the following statements about nonverbal communication is true?

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 22

Paralanguage refers to the

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 23

Miranda listens to an announcement given by her boss, Emil. Emil says that the company is in financial trouble, so everyone needs to be especially careful about their expenditures. However, he expects that "everything will be okay." This is the same thing Miranda's parents said right before they went through a rough divorce, so Miranda's experience tells her that everything will not be okay and that she should start looking for a new job. They way Miranda assigns meaning to this message is an example of

A) filtering.
B) sensing.
C) remembering.
D) receiving.
E) acknowledging.

Question 24

Teata is speaking with her co-worker Dan. She does not like or trust him, so she stands a little farther away from him than she would with most of her co-workers. What type of nonverbal communication is Teata using?

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

Question 25

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

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 26

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?

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

Question 27

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

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 28

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

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 29

Which of the following is an effective way to increase the accuracy of your interpretation while listening?

A) You will need to think in terms of what the words mean to the speaker who uses them.
B) You will need to think in terms of the dictionary definitions of the words used by the speaker.
C) You should judge the speaker's words in the light of your own culture and experience rather than those of the speaker's.
D) You will need to filter incoming messages on the basis of your own beliefs.
E) You will need to consider which words you would have chosen in the speaker's place.

Question 30

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?

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

Question 31

Emilio is the president of a small furniture manufacturing company. One of the employees on the design team has been acting disrespectfully toward her manager, and it has reached the point where Emilio needs to step in and have a conversation with her. Which of the following sentences would be most appropriate for Emilio say during the conversation?

A) This is hard for me to say, but if you don't stop acting this way, there will be consequences.
B) I feel bad about this, but I need you to understand how inappropriate this is.
C) It hurts me to have to tell you that there will be consequences if this situation doesn't change.
D) I understand why you feel like defending yourself is necessary.
E) Having conversations like this is hard for me.

Question 32

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?

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 33

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?

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

Question 34

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

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 35

Dayson wears a suit, tie, and polished dress shoes to a meeting with clients to convey the message that he respects them and takes their business relationship seriously. What type of nonverbal communication is Dayson using?

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

Question 36

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

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 37

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

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

Question 38

Which of the following topics should you avoid during small talk?

A) hobbies
B) movies
C) personal questions
D) sports
E) favorite foods

Question 39

Sandra looks Jorge in the eyes to show him how sincere she is about her topic. What type of nonverbal communication does this demonstrate?

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

Question 40

Which of the following statements about the timing of a conversation is true?

A) Timing is of little consequence if the conversation is important.
B) You will get the best results if you delay your conversation until your audience is likely to be most receptive.
C) It is okay to interrupt another conversation if you have an important topic to discuss.
D) Even if your conversation relates to an emergency, good manners require that you do not interrupt another conversation.
E) People are most receptive if they are busy or tired.

Question 41

Dina recently started work on the sorting line in a factory that makes chocolate candy. Every day she gets a lunch break, plus two 15-minute breaks. One day, her boss tells her that her 15-minute breaks have been reduced to 10-minute breaks. This news makes Dina angry, but she dislikes arguing and does not think she could articulate her argument anyway. Which strategy for managing conflict will Dina most likely use?

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

Question 42

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

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

Question 43

Luciana works in the marketing department of a large clothing manufacturer. The company is releasing a new line of clothing for young boys, and Luciana assembles a marketing plan, which she brings to Padma, her manager. Padma tells Luciana that, due to budget restrictions, they need to eliminate the television advertising and stick to print and online ads. Luciana thinks this is a bad idea and says so. Then she agrees to Padma's changes in the hopes that this will build goodwill so Padma will give her more leeway on a future project. What conflict management strategy is Luciana using in this example?

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

Question 44

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

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

Question 45

Objective, helpful comments that build goodwill, improve others' work, and help both parties achieve their goals are called

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

Question 46

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?

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 47

Which of the following statements about conflict is true?

A) Defining conflict is easy.
B) Conflict is usually about the circumstances.
C) The key to managing conflict is first defining the conflict.
D) Conflict is solved through constructive feedback.
E) It is always best to use the accommodative strategy to resolve conflict.

Question 48

Eileen Nguyen works for the city and needs to call Bridgeview Engineering to discuss some repairs the company will be making to one of the city's bridges. Which of the following should Eileen use as a good conversation starter?

A) I have some questions regarding the upcoming repairs to the Sunset Bridge. Whom can I talk to?
B) Is there someone I can talk to regarding the upcoming repairs to the Sunset Bridge?
C) This is Eileen. May I know who is handling the Sunset Bridge repairs?
D) Hello. Do you work for Bridgeview Engineering? Can you go and find someone who can help me with some queries regarding the upcoming repairs to the Sunset Bridge?
E) This is Eileen Nguyen from the city's Roads and Bridges division. We have a question regarding the upcoming repairs to the Sunset Bridge. May I speak with someone who can help me?

Question 49

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

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 50

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?

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 51

The leader of a meeting should

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.

Question 52

Which of the following statements about negotiation is true?

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 53

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?

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

Question 54

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

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 55

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

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 56

Meetings of such groups as formal committees, boards of directors, and professional organizations usually follow generally accepted rules of conduct known as

A) a structural coherence plan.
B) heuristics.
C) standard operating procedure.
D) paralanguage.
E) parliamentary procedure.

Question 57

Jermaine and Denise are the owners of a small company. They are moving to a new office space and need to decide on a layout that will work best for them and their 12 employees. Jermaine wants to have one big communal workspace for all employees, including Denise and himself; a conference room; a big break room; and two smaller rooms with doors where employees can go if they need to have a private telephone conversation with a client. Denise wants offices for Jermaine, herself, and their two department managers; cubicles for all other employees; a conference room; a meditation room; and a small break room. After talking, Denise and Jermaine each agree to make certain concessions in order to get what they want. Together, they agree that Denise and Jermaine will have offices, and the managers and other employees will share a communal workspace. They will also have a conference room, a meditation room, a large break room, and one room for private calls with clients. What conflict management strategy have Jermaine and Denise used?

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

Question 58

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

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 59

Which of the following statements about accepting feedback is true?

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 60

Mandy and Whalen both work for ComSpecialists, which provides phone and Internet services to businesses. Mandy and Wahlen each get paid based on the services that they sell to other companies. They frequently find themselves competing for the same account. They each try to get their way as much as possible without regard for their relationship as co-workers. What type of conflict management are Mandy and Whalen engaging in?

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

Question 61

Which of the following is an effective voice mail technique?

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 62

List at least five guidelines for achieving negotiation goals and preserving listener goodwill.

Question 63

When leaving a voice mail message, which of the following must you do if you want the call to be returned?

A) You should request that the call be returned and mention when you can be reached.
B) You can assume that the person will automatically call back.
C) You should not leave your phone number in the message.
D) You can assume that the person receiving your voice mail message knows where to reach you.
E) You can assume that the person receiving your voice mail message knows when to reach you.

Question 64

Briefly describe why the timing of a conversation is important.

Question 65

In terms of effective phone procedures, when initiating a phone conversation, you should

A) dominate the conversation.
B) make extensive small talk before stating the purpose of your call.
C) state your purpose and use the listener's time efficiently by sticking to the point.
D) get the point across even if it requires interrupting the speaker.
E) speak only when the listener asks a question.

Question 66

Why is it important to take minutes during meetings?

Question 67

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

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 68

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

Question 69

Briefly describe a scenario where the accommodative strategy would likely be a good method for managing conflict.

Question 70

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

Question 71

When screening a phone call, an assistant to a busy executive must

A) courteously ask the purpose of the call.
B) put the caller on hold for however long it takes the executive to be ready.
C) promise to have the executive return the call.
D) promptly redirect the call to another assistant.
E) disconnect the call if the executive is busy.

Question 72

List the four common types of nonverbal communication.

Question 73

Briefly describe Holly Weeks's recommendations for approaching a difficult conversation.

Question 74

Describe effective voice mail techniques.

Question 75

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