1. Communication skills are important for all of the following reasons EX- CEPT:
a. They give a sense of what the people you interact with value.
b. Everyone will agree with you if you have good communication skills. c. They are highly desired in the business world.
d. Others will understand you to be a socially aware individual. b. Everyone will agree with you if you have good communication skills.
2. Select a way in which oral and written communication are different.
a. The written communication process is not impacted by the element of interference.
b. Both written and oral messages involve nonverbal communication, but only one involves verbal messages.
c. Written communication is typically asynchronous while oral communica- tion often is not.
d. Oral communication is more likely to be misinterpreted or misunder- stood.b. It influences how you relate to the person you're communicating with.: c. Written communication is typically asynchronous while oral communica- tion often is not.
3. When Rachel gave her presentation on climate change, her clothing, pos- ture, facial expressions and gestures all communicated information to her audience at the same time.
Which principle of nonverbal communication is shown here?
a. Nonverbal communication is universal. b. Nonverbal communication is fluid.
c. Nonverbal communication is adaptable.
d. Nonverbal communication is contextual.: b. Nonverbal communication is fluid.
4. How does intrapersonal communication impact interpersonal communica- tion?
a. It gives you more authority over the person you're communicating with. b. It influences how you relate to the person you're communicating with.
c. It prevents you from connecting with the person you're communicating with.
d. It helps you to understand the personal experiences of the person you're communicating with.: b. It influences how you relate to the person you're com- municating with.
5. The medium that carries a message between two people is called the
d. Channel: d. Channel
6. Read the following excerpt from a hospital's website: "We have fewer negative patient outcomes than the national average thanks to the tireless dedication and superior education of our healthcare providers. So when you need the best care, you know where to go."
Which potential barrier to communication is represented here?
b. Offensive language c. Slang
d. Euphemism: d. Euphemism
7. Your boss asked to meet with you to discuss a conflict that has developed between you and Janice, another manager on your marketing team:
"I can tell that you two disagree strongly over how to pitch our services to that company in New York. I'm thinking about removing you from the account and instead having you focus on the presentation for our clients in Florida. My hope is that will reduce the tension between you two."
Apply active listening skills by considering your boss' message and select- ing the response that best interprets the main point.
a. "It sounds like you want Janice to take over the New York account and for me to focus on Florida. Is that right?"
b. "I'm hearing that you prefer Janice's pitch to the New York clients over mine. Am I understanding correctly?"
c. "So you're saying that Janice and I need to get along better, otherwise you're going to remove me form the New York account?"
d. "It sounds like you're dissatisfied with the work I'm doing on the New York account. Can you give me more details?": a. "It sounds like you want Janice to take over the New York account and for me to focus on Florida. Is that right?"
8. Which of the following describes the constructivist model of communica- tion?
a. It claims that after a sender has sent a message to a receiver, the commu- nication process is over.
b. It asserts that words have specific meanings and will therefore be inter- preted the same way by everyone.
c. This model suggests that there is a social element to message formation and reception.
d. It does not consider feedback as a part of the communication process.: c. This model suggests that there is a social element to message formation and reception.
9. Peggy and Ron were discussing the recent training session they attended with another colleague. Peggy described the training as "interesting," which surprised Ron, because they had previously agreed that it was rather boring. He was confused as to why she now thought the training was so great. Peggy realized that their miscommunication was due to , be- cause when she said "interesting," she meant "not what had been expected." a. Symbolism
d. Organization: c. Semantics
10. Thomas has been asked by his boss to respond by email to a client who is deeply frustrated by the delays in the project he is managing. Thomas knows the delays are partly the result of his mismanagement of the project, but he wants to sound fully in charge in his email. To that end, he fills his email with industry terms that he carefully defines, even though he knows the client
is familiar with them, so that he sounds knowledgeable. He also chooses a professional, respectful tone and gives the client a precise explanation of next steps.
Based on the context, how would you advise Thomas to improve his verbal communication?
a. He should reconsider his tone, which may not be appropriate for the recipient.
b. He should not define terms that he knows the client is familiar with, lest he sound like a dictionary.
c. He should call the client instead of sending an email, because oral com- munication is always preferable to written.
d. He should use more vague language so that he doesn't make any promises that he can't keep.: b. He should not define terms that he knows the client is familiar with, lest he sound like a dictionary.
11. When choosing language for communication, a responsible communica- tor should .
a. Use complex language that demonstrates the communicator's expertise b. Compensate for gaps in logic with passionate or expressive language
c. Consider how the language choices will be received by others
d. Use slang or jargon to demonstrate knowledge of the topic: c. Consider how the language choices will be received by others
12. When do interpersonal needs, such as those described by Abraham
Maslow or William Schutz, have a role in communication?
a. After we feel secure, and are therefore ready to seek out companionship b. When we need to build relationships, which we must do regularly to meet our needs
c. Once our basic needs have been met, because then we can focus on our relationship to others
d. Only when there are needs that we cannot meet ourselves: b. When we need to build relationships, which we must do regularly to meet our needs
13. Which of the following messages is an example of prejudice?
a. Christians are opposed to same-sex marriage.
b. I would never hire someone who didn't go to college. c. Overweight people don't exercise.
d. I don't like Antonio because he speaks with an accent.: d. I don't like Antonio because he speaks with an accent.
14. Which of the following is true of self-awareness in the communication process?
a. A negative understanding of yourself as a communicator will make it harder to perform the skills of communication well.
b. Having a positive self-understanding makes it more difficult to bounce back from a poor communication encounter.
c. It is not possible to change your understanding of yourself as a commu- nicator.
d. Your self-understanding is shaped by yourself alone, so it doesn't matter if others have told you that you're a poor communicator.: a. A negative under- standing of yourself as a communicator will make it harder to perform the skills of communication well.
15. When giving his presentation to investors, Chester projected a graph on his third slide. As he explained each part of the graph, he made sure to tap the corresponding spot in the image to draw everyone's eyes there.
Which type of nonverbal communication is represented here?
a. Space b. Time
d. Haptics: d. Haptics