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

Question 1

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

A)"I" language focuses on your perception or response instead of assigning blame
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.

Answer 1

A
Explanation: "I" language focuses on how you feel about the other person's behavior instead of assigning blame,and encourages dialogue with the other person."I" isn't always good though,and "you" isn't always negative.Overuse of "I" can come across as egotistical.

Question 2

Which step in the listening process initiates the next step in the conversation?

A)Interpreting
B)Focusing on your audience
C)Hearing
D)Evaluating
E)Responding

Answer 2

E
Explanation: Responding has two roles in the listening process: It lets the speaker know that you understand the point,and it initiates the next step in the conversation.

Question 3

What is the first step in improving active listening skills?

A)Actively work to interpret content
B)Focusing attentively on what a speaker says
C)Actively work to evaluate content
D)Responding to acknowledge understanding
E)Repeating key words and phrases back to the speaker

Answer 3

B
Explanation: The step-by-step process of active listening begins with focusing attentively on what a speaker says,actively working to interpret and evaluate the content,and then responding to acknowledge understanding.

Question 4

Using a strong and positive tone of voice will ________.

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

Question 5

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 6

People who have the ability to perceive and understand the emotions of others are said to have what?

A)Emotional intelligence
B)Interpersonal communication expertise
C)The power of persuasion
D)Maturity
E)Synchronous skills

Question 7

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

A)Describing
B)Evaluating
C)Implying
D)Interrupting
E)Conveying

Question 8

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 9

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 10

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 can I avoid questions and objections from the audience?

Question 11

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

A)China
B)Japan
C)Korea
D)Germany
E)Malaysia

Question 12

A good interpersonal communicator ________.

A)limit emails and texts
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 13

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 independently of cultural context

Question 14

Critically reviewing and judging what you hear takes place when ________ communication.

A)paraphrasing
B)comprehending
C)interpreting
D)evaluating
E)hearing

Question 15

________ 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 16

A message that is conveyed through something other than words uses what type of communication technique?

A)Passive
B)Indirect
C)Nonverbal
D)Interpretive
E)Comprehensive

Question 17

When nonverbal signals reinforce your words,________.

A)listeners have greater recall
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 18

Which of the following represents the idea that listening and emotional intelligence can be self-directed?

A)A communicator should understand his or her own nonverbal signals.
B)A communicator should always consider the communication from the audience's point of view.
C)A communicator should develop an outline to ensure all key ideas are covered.
D)A communicator should take cultural bias into consideration while listening.
E)A communicator should strive to make sure his or her ideas are understood clearly,and utilized,in the workplace.

Question 19

Paraphrasing to ensure understanding ________.

A)requires asking for clarification
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

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 21

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 22

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 23

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 24

According to David Novak,Chairman,CEO,and President of Yum! Brands,what is the best way to give feedback?

A)Start with the most negative information first.
B)Start by identifying what is being done well.
C)Include transition words such as "and" or "but."
D)Mix negative feedback between positive feedback.
E)Start with the most positive comments first.

Question 25

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 26

Conflict that is the result of differences in personalities is said to be ________ conflict.

A)cognitive
B)affective
C)short term
D)relational
E)cultural

Question 27

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 28

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 29

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

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

Question 30

Which of the following is most likely to trigger a positive response by the audience?

A)Biased language
B)"I" language
C)Provocative questions
D)Accusatory language
E)Trigger words

Question 31

________ 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 32

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 33

Which type of words or phrases tends to be viewed as exaggerations?

A)Accusatory
B)Provocative
C)Trigger
D)Authentic
E)Biased

Question 34

When a supervisor has to criticize the work of a subordinate,what type of technique will help the subordinate be more receptive to the information?

A)Using accusatory language so there will be no misunderstanding
B)Using biased language
C)Sending mixed signals by using nonverbal cues that let the employee know the issue isn't really critical,while using strong words to describe the issue
D)Phrasing the comment as positively as possible
E)Using ambiguous language

Question 35

Which of the following statements includes a hedge?

A)Let's 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 36

Teams that are typically high performing are likely to experience ________ conflict during the collaboration process.

A)cognitive
B)affective
C)long term
D)relational
E)cultural

Question 37

How can a communicator develop communication that focuses on the audience?

A)By considering barriers that will prevent the audience from listening carefully
B)By stressing personal interests and areas of knowledge
C)By eliminating the need for questions
D)By using the same method of connecting with each audience member
E)By limiting the opportunity to discuss objections

Question 38

Which of the following is one of the most costly problems in a workplace?

A)Lack of communication
B)Poorly done presentations
C)Limited listening skills
D)Turnover
E)Conflict

Question 39

Which of the following is one of the biggest work-related differences between generations?

A)Teamwork
B)Ego issues
C)Time management
D)Failure to accommodate
E)Familiarity with technology

Question 40

What type of conflict is the result of differences in understanding content or tasks?

A)Cognitive
B)Affective
C)Short term
D)Relational
E)Cultural

Question 41

According to Hofstede,organizations with high ________ are formal and hierarchical,and have clear separation between superiors and subordinates.

A)power distance
B)uncertainty avoidance
C)collectivism
D)context
E)time orientation

Question 42

Which of the following best describes the best use of a Gantt chart?

A)To create a supportive climate
B)To assign tasks equitable
C)To delegate responsibility
D)To establish a timeline and track progress
E)To encourage collaboration

Question 43

Which of the following is an indication of effective leadership skills?

A)Keeping the group focused on the most immediate task
B)Assigning tasks only to those most capable of handling the task
C)Encouraging positive collaboration
D)Using a flexible timeline to allow for unforeseen events
E)Allowing team members to resolve differences in their own way

Question 44

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 45

Learned and shared patterns in a group or society is referred to as ________.

A)culture
B)ego
C)ethnocentrism
D)respect
E)stereotypes

Question 46

Which of the following has made a strong understanding of culture a requirement for successful businesspeople?

A)The increased display of ethnocentrism on the job
B)The multicultural and global nature of workplaces
C)The lack of variation in the cultural meaning of nonverbal cues
D)The increase of high context cultures around the world
E)The goal of implementing a collectivist culture within international organizations

Question 47

According to Tuckman,teams in the forming stage of development usually have ________.

A)very little conflict
B)problems that are not easy to resolve
C)strong conflict management skills
D)consensus in decision making
E)strong collaborate efforts

Question 48

Within a team,the ________ represents the shared vision of success.

A)expected results
B)goal
C)standards
D)formation
E)leadership

Question 49

A team's success is measured by results.Which of the following will help to organize a team to achieve those results?

A)Joint roles
B)Group contribution
C)Effective communication systems
D)A team leader who is responsible for work not completed by other team members
E)Feedback at the completion of the goal.

Question 50

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)meaning is conveyed through context
E)people use explicit language to communicate a message

Question 51

If people make decisions without all needed information,what type of conflict will be the likely result?

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

Question 52

In which type of culture is the relationship valued more than punctuality and efficiency?

A)Time oriented
B)Egocentric
C)Power distance
D)Collectivist
E)Polychronic

Question 53

Which cultural dimension reflects how people deliver,receive,and interpret messages?

A)Ethnocentrism
B)Stereotypes
C)Context
D)Power distance
E)Individualism

Question 54

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

A)Context
B)Ethnocentrism
C)Cultural stereotype
D)Power distance
E)Uncertainty avoidance

Question 55

Which of the following best describes a team?

A)Two or more people with a shared commitment and collaboration towards a common goal
B)Two or more people with a common goal but individual areas of responsibility
C)A defined unit within a division or department,within an organization
D)Two or more people with a similar skill set working towards the completion of a predetermined goal
E)All employees who report to the same supervisor

Question 56

The ability to manage conflict and establish a consensus about communication and accountability usually occurs in which stage of Tuckman's process?

A)Standardization
B)Norming
C)Goal setting
D)Teaming
E)Leading

Question 57

Which of the five dimensions of culture indicates a group who values satisfaction and independent thinking?

A)Uncertainty avoidance
B)Ethics
C)Power distance
D)High context versus low context
E)Individualism versus collectivism

Question 58

Which of the following must be addressed before you can productively resolve affective conflict?

A)Team priorities
B)Emotional issues
C)Appropriate use of technology
D)Establishing a formalized solution
E)An understanding of cultures

Question 59

Cultures that rely heavily on rituals,rules,and codes of conduct are high in ________.

A)power distance
B)uncertainty avoidance
C)collectivism
D)context
E)ethnocentrism

Question 60

Which type of culture puts the good of the group before individual interests?

A)Individualistic
B)High context
C)Polychronic
D)Collectivist
E)Monochronic

Question 61

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

Question 62

Recent research has shown that job candidates who mirror the interviewer's body language are perceived as offensive.

Question 63

Teams ________.

A)are rarely effective in accomplishing a goal
B)must involve at least three 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 64

Which of the following will serve to keep the meeting on track and prevent unproductive tangents?

A)Create an agenda
B)Assign a timekeeper
C)Assign a note taker
D)Plan for follow-up
E)Distribute an agenda in advance

Question 65

Which of the following would show support and provide encouragement to teammates?

A)Support team decisions
B)Identify how individual contributions support the larger team effort
C)Focus on improvements
D)Focus on the commitment to the team goals
E)Use collaborative writing

Question 66

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

Question 67

When working to create a collaborative working climate,how can a team member encourage participation in decision making?

A)Support team decisions
B)Focus on quality
C)Listen without criticism or judgment
D)Make productive suggestion to improve team results
E)Assume other team members will take over the work of less productive members

Question 68

Which of the following will help teams learn collectively,fix issues quickly,and ensure that the best ideas are put into action?

A)Communicating frequently
B)Using a storming technique
C)Using predetermined team standards
D)Dividing the work equitably
E)Having clearly defined roles and areas of expertise

Question 69

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

Question 70

What can a meeting organizer do to ensure everyone understands deadlines and agreed upon actions?

A)Include minutes from the previous meeting
B)Use a time keeper during the course of the meeting
C)Follow an agenda
D)Include a wrap-up as the last item on the agenda
E)Be sure everyone has a copy of the agenda before the meeting begins

Question 71

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

Question 72

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

Question 73

Why have teams become so important to the success of organizations?

A)Because one individual does not have all needed skills.
B)Teams allow individuals to compete and excel.
C)Team members can use the opportunity to share skills with others.
D)Teamwork is an enjoyable and positive experience for most.
E)Teams regulate the flow of productivity,eliminating spikes in the process.

Question 74

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

Question 75

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

Question 76

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

Question 77

What can be done to ensure all group members plan appropriately for a meeting?

A)Incorporate groupthink
B)Assign a timekeeper
C)Assign a note taker
D)Plan for follow-up
E)Distribute an agenda in advance

Question 78

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 79

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 80

How can a team leader help to resolve conflict within the group?

A)Require fact based judgments for all decisions made by the group.
B)Require those in conflict to work on a project together so they can appreciate individual talents.
C)Schedule regular meetings to keep employees and projects on track.
D)Use a Gantt chart to map out conflict resolution ideas.
E)Listen carefully and offer an impartial resolution.