Deck 15: Communicating Effectively in Meetings and Conversations

Question 1

In terms of the nature of listening, the contents of a person's mind serve as a sort of filter through which he or she interpret the meanings of incoming messages.

Answer 1

True

Question 2

A person's mental concentration on the communication symbols that his or her senses can detect does not vary.

Answer 2

False

Question 3

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

Answer 3

False

Question 4

The colors in visual aids, wardrobe, and office decor all send nonverbal messages.

Question 5

In terms of the use of time as a type of nonverbal communication, polychronic people tend to view time as linear and always moving ahead.

Question 6

In the context of nonverbal communication, prioritizing phone calls, preparing meeting agendas, and planning daily schedules are examples of space language.

Question 7

In the context of the use of nonverbal communication, in each of the different types of space that people create, communication behaviors differ and convey different meanings.

Question 8

In the context of the nature of listening, we quickly forget most of the message in formal oral communications such as speeches.

Question 9

If new items come up during a meeting, they can be taken up at the end or perhaps be postponed for a future meeting.

Question 10

Good business etiquette dictates that if the person being called is on another line, then the caller should be promptly disconnected.

Question 11

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 12

Most people take talking for granted and often overlook the need to improve their talking ability.

Question 13

Adaptation, a basic element of the techniques of good talking, does not include voice and style.

Question 14

It is important to either talk down to or above listeners irrespective of their knowledge of the subject matter.

Question 15

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

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

In face-to-face communication, nonverbal communication accounts for a larger part of the total message than do the words that are sent or received.

Question 18

Paralanguage is a type of nonverbal communication that is closest to communication with word symbols.

Question 19

When conducting a meeting, a leader should let few people dominate the discussion.

Question 20

Style refers to a set of voice behaviors that gives each person a unique voice.

Question 21

The leader of a meeting must:

A) encourage participation from group members who talk too little.
B) encourage discussion of irrelevant matter even if when group members begin to stray toward them.
C) refrain from summarizing every key item because it is time consuming.
D) discourage time-consuming activities like taking minutes.
E) begin with topics that are not part of the agenda.

Question 22

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 are taken to have 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 should be informal.

Question 23

Which of the following is a basic element of the techniques of professional talking?

A) Paralanguage
B) Voice quality
C) Passive voice
D) Proofreading
E) Use of space

Question 24

Peyton, a secretary at an office, has been instructed not to connect sales calls to her boss. Which of the following must she do when she receives a call from a salesperson?

A) Disconnect the call
B) Clearly and courteously explain that her boss has no interest in any sales proposition
C) Promise a callback from her boss
D) Put the salesperson on hold and then disconnect the call after a few minutes
E) Ask the salesperson to call again the next day

Question 25

Rita Gomez from Creative Advertising Inc. is calling Technotek Inc. to discuss an upcoming marketing event for a new product launch. Which of the following will make a good conversation starter?

A) "Hello. Can I talk with someone who can help me with some queries regarding the product launch?"
B) "Is there someone I can talk to regarding the product launch event next month?"
C) "This is Rita. May I know who is handling the product launch event?"
D) "I have some questions regarding the product launch next month. Who can I talk to?"
E) "This is Rita Gomez of Creative Advertising. We have a question about next month's product launch. May I speak with someone who can help me?"

Question 26

Which of the following is true of an individual's style of talking?

A) Style refers to the way that pitch, speed, and volume combine to give personality to a person's oral expression.
B) Style is directly related to a person's vocabulary.
C) Style means fitting the words to the listener's level of understanding.
D) Style refers to the pitch and resonance of the sounds a speaker makes while talking.
E) Style refers to the pitch and resonance of the sounds a listener hears during a conversation.

Question 27

Voice quality refers to the:

A) set of voice behaviors that gives each person a unique voice.
B) pitch and resonance of the sounds a speaker makes and the sounds an audience hears.
C) way that pitch, speed, and volume combine to give personality to one's oral expression.
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 28

Which of the following is a way to improve a person's phone voice?

A) Talking in a monotone to maintain consistency in the conversation
B) Talking at a high pitch to ensure the listener can hear
C) Talking at a very slow speed during the conversations to ensure clarity
D) Talking as if one is having a face-to-face conversation
E) Talking very loudly to ensure the listener can hear

Question 29

In terms of professional talking, which of the following is true of the element of word choice?

A) The speaker must assume that the audience is already knowledgeable on the subject.
B) The speaker must either talk down or above the listener.
C) The speaker should keep in mind the need for the recipient to understand the words he or she chooses.
D) The vocabulary used with friends outside the workplace is also professionally appropriate for use in the workplace.
E) A person with a large vocabulary finds it difficult to choose appropriate words for informal conversations.

Question 30

_____ refers to fitting the words to the listener's level of understanding, but it also can include voice and style.

A) Voice quality
B) Adaptation
C) Pitch
D) Word choice
E) Style

Question 31

Which of the following is true of informal workplace talking?

A) Most people are aware of the need to improve their talking ability.
B) Voice quality refers to a set of voice behaviors that gives each person a unique voice.
C) All people with effective informal talking skills have the same style.
D) The larger a person's vocabulary, the more word choices he or she has.
E) Adaptation refers to the pitch and resonance of the sounds a speaker makes and the sounds an audience hears.

Question 32

In terms of good phone techniques, when screening calls for others it is important to:

A) only identify oneself.
B) only offer assistance.
C) first identify the organization and then offer assistance.
D) keep one's identity confidential.
E) refuse to connect to the person concerned unless a valid reason is given.

Question 33

Lisa Jones is a journalist working for the Gazette newspaper. She has a telephone interview scheduled with Bruce McGregor, the CEO of RealCo Inc. In order to be courteous, which of the following would be ideal to start the telephone conversation?

A) "Could you connect me to Bruce McGregor please?"
B) "This is Lisa calling for Bruce."
C) "Is Mr. Bruce McGregor in?"
D) " May I speak to Bruce McGregor?"
E) "This is Lisa Jones from the Daily Mirror. May I speak with Mr. Bruce McGregor?"

Question 34

When screening a phone call, assistants to busy executives must:

A) courteously ask the purpose of the call.
B) put the caller on hold for extended periods of time.
C) promise a callback from the executive.
D) promptly redirect the call to another assistant.
E) disconnect the call.

Question 35

Which of the following is true of adaptation, one of the basic elements of the techniques of good talking?

A) It refers to the pitch and resonance of the sounds a speaker makes and the sounds an audience hears.
B) It refers to a set of voice behaviors that gives each person a unique voice.
C) It varies in messages delivered in different cultures as well as different social situations, work situations, and classrooms.
D) It is difficult for a speaker to adapt himself or herself to the audience if he or she has a large vocabulary.
E) It is independent of the speaker's style and voice.

Question 36

Which of the following is an effective technique for participating in meetings?

A) Actively discussing items that are not a part of the agenda
B) Allowing few members to talk a lot to ensure active participation
C) Being courteous and cooperative
D) Not participating for fear of being disrespected
E) Criticizing the speaker

Question 37

Tim Barkins, executive officer at Intium Technologies Inc., has a direct telephone line where clients can reach him. Which of the following would be an effective way for him to answer his calls?

A) "Hello. Can I assist you?"
B) "Tim Barkins speaking."
C) "How may I assist you?"
D) "Can I help you?"
E) "Intium Technologies. Tim Barkins speaking. May I help you?"

Question 38

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

A) The leader of the meeting should encourage the few people who talk a lot to dominate the discussion.
B) The meeting should be unstructured and unplanned so that the free flow of ideas is not hindered.
C) The time spent on discussing a topic should be unlimited to enable the group to take a decision.
D) After a key item has been discussed, what the group has covered and concluded should be summarized.
E) The leader of the meeting should penalize participants who talk too little.

Question 39

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

A) It is mandatory to have a written agenda for informal meetings.
B) Items that explain or lead to other items should come before the items that they explain in the agenda.
C) An agenda should not be 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.
E) The use of word processing programs should be avoided when making agendas.

Question 40

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) connotations
D) paralanguage
E) parliamentary procedure

Question 41

In terms of the nature of listening, which of the following is true of remembering?

A) A person's ability to remember is solely dependent on their ability to sense words.
B) Most people remember casual conversations for several days.
C) Filtering messages enable a person to remember every detail.
D) People forget most of the message in formal oral communications such as speeches.
E) It is a fact that everybody has the same ability to remember details.

Question 42

Which of the following must a caller do, when leaving a voice mail message, if he or she wants the call to be returned?

A) The caller must precisely state that they want the call to be returned, including when he or she can be reached.
B) The caller can assume that the person will automatically call back.
C) The caller should not leave his or her number in the message.
D) The caller can assume that the person knows where to reach him or her.
E) The caller can assume that the person receiving the voice mail knows when to reach him or her.

Question 43

Which one of the following is one of the types of space created by humans?

A) Local
B) Intimate
C) Personal
D) Public
E) Social

Question 44

Research indicates that digital natives are likely to:

A) overuse body language.
B) be incapable of using computer-mediated communication.
C) easily detect insincerity.
D) be able to easily detect deception.
E) miss important nonverbal cues.

Question 45

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

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

Question 46

Which of the following is true of nonverbal communication?

A) The "vocabulary" for this type of "language" is broad and imprecise.
B) Nonverbal communication is interpreted in the same way by all "listeners."
C) Culture does not affect the interpretation of nonverbal communication.
D) A gesture can have only one possible meaning.
E) Nonverbal communication is commonly used by digital natives.

Question 47

When leaving a professional voice mail, the caller must:

A) not mention their affiliation.
B) refrain from mention their name.
C) not give an overview of the message.
D) leave a brief goodwill message.
E) refrain from stating the purpose of the call.

Question 48

Which of the following is an effective way to increase the accuracy of a person's interpretation while listening?

A) Think in terms of what words mean to the speakers who use them
B) Think in terms of what the dictionary says about the meaning of the words
C) Think in terms of what the words mean to the listener
D) Filtering incoming messages on the basis of one's beliefs
E) Blocking out communication symbols

Question 49

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 50

Which of the following is true of space language as a type of nonverbal communication?

A) When people's attitudes toward space are different, their actions are likely to be misinterpreted.
B) Space language may help determine the emotional state of a person.
C) The face and eyes are by far the most important features of space language.
D) Space language refers to physical movements of our arms, legs, hands, torsos, and heads.
E) The appearance of our bodies can affect space language.

Question 51

Which of the following is true of effective voice mail techniques?

A) As long as the caller's number has been stated, it is not necessary to give all the details in the message.
B) The speaker must begin with an overview of the message and continue with details.
C) If the speaker wants the listener to take action, they must mention it in the beginning.
D) It need not be precisely stated that the listener is expected to return the call because it is assumed that the listener will call back.
E) The speaker must speak quickly to ensure that the entire message is recorded.

Question 52

Which of the following is an effective way to focus one's 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) Trying to speak as much as possible

Question 53

In terms of the nature of listening, which of the following is true of sensing words?

A) Our mental concentration on the communication symbols that our senses can detect varies from moment to moment.
B) It is a fact that every person has the same ability to sense words.
C) How well we sense the words around us is determined by how often we use back-channeling.
D) Typically, a person's mental concentration consistently blocks out all sounds.
E) It is universally known that we all hear equally well.

Question 54

In terms of the nature of listening, which of the following is true of filtering?

A) Every person listening to a particular message interprets it in the same way.
B) Filtering messages helps increase a person's mental concentration.
C) Filtering fewer messages helps improve a person's ability to remember more.
D) The filter of one's mind is formed by the person's ability to remember details of every life experience.
E) The contents of one's mind serve as a sort of filter through which one gives meaning to incoming messages.

Question 55

In terms of nonverbal communication, monochronic people tend to:

A) be more flexible with respect to schedules.
B) take deadlines casually.
C) view time as linear and always moving ahead.
D) have an indefinite view of time.
E) see events as an objective to be accomplished whenever possible.

Question 56

In terms of effective phone procedures, when a person initiates a phone conversation, he or she must:

A) dominate the conversation.
B) get to the purpose of the call only after a period of time has elapsed.
C) use the listener's time efficiently by sticking to the point.
D) get the point across even if it requires interrupting the speaker.
E) get the point across even if it requires being discourteous.

Question 57

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

A) Use the cell phone at social gatherings
B) Always keeping the ringer on
C) Call from a quiet place, away from other people
D) Place the cell phone on the table while eating
E) Use a cell phone while driving

Question 58

Which of the following is true of space language as a type of nonverbal communication?

A) Space language may help determine the emotional state of a person.
B) The face and eyes are by far the most important features of space language.
C) The appearance of our bodies can affect space language.
D) Space language refers to physical movements of our arms, legs, hands, torsos, and heads.
E) Space language is heavily influenced by a person's culture.

Question 59

In the context of nonverbal communication, _____ is/are the most important features of body language.

A) gestures
B) hair and accessories
C) face and eyes
D) paralanguage
E) clothing

Question 60

Which of the following is true of using gestures as a type of nonverbal communication?

A) Gestures are not linked to speaking.
B) Gestures may help determine the emotional state of a person.
C) A particular gesture can only be interpreted in one way.
D) Gestures are the most important features of body language.
E) In general, the louder someone speaks, the less emphatic the gestures used.

Question 61

What is meant by paralanguage?

Question 62

Describe effective voice mail techniques.

Question 63

Describe adaptation as an element of professional talking.

Question 64

Which of the following is true of nonverbal communication?

A) In an office, the physical arrangements fail to communicate meaning to us and to others.
B) Body language is the closest to communication with word symbols.
C) People do not make racial inferences from a speaker's voice pattern.
D) The colors in visual aids, wardrobe, and office decor all send nonverbal messages.
E) Space language remains the same across all cultures.

Question 65

In terms of nonverbal communication, polychronic people tend to:

A) be more strict with respect to deadlines.
B) expect events to happen at scheduled times.
C) view time as linear and always moving ahead.
D) have an indefinite view of time.
E) see planned events as an objective that must be accomplished on-time.

Question 66

Why is it important to take minutes during meetings?

Question 67

What are the four basic elements of the techniques of professional talking?

Question 68

Describe good phone techniques for assistants who are required to screen phone calls.

Question 69

Describe the two factors that affect how a person senses words.

Question 70

Which of the following is true of paralanguage?

A) It is the communication effect of the speed, pitch, volume, and connectivity of spoken words.
B) It is a type of nonverbal communication that involves time.
C) It is a type of nonverbal communication that involves space.
D) It is a type of nonverbal communication that involves the physical movement of the speaker's body.
E) It is a type of nonverbal communication that involves physical appearances like the speaker's clothing, hair, and accessories.

Question 71

What is meant by back-channeling?

Question 72

Which of the following is true of paralanguage?

A) Paralanguage meanings are conveyed by consistencies and inconsistencies in what is said.
B) The paralanguage for a particular set of words always remains the same.
C) Paralanguage refers to the physical movements of our arms, legs, hands, torsos, and heads.
D) Paralanguage is another term for time language.
E) Paralanguage is a type of verbal communication that influences a speaker's style and word choice.

Question 73

What the most important features of body language?

Question 74

Which of the following types of nonverbal communication is closest to communication with word symbols?

A) Body language
B) Space language
C) Paralanguage
D) Time language
E) Gestures

Question 75

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