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Chapter 4—Communication: The Essential Skill
1. Communication is the process by which we exchange information through a common system of
symbols, signs, or behavior.
2. Communication problems account for only about 10-20% of problems at work.
3. Listening, speaking, writing, and reading are the four basic skills used in communicating.
4. Communication skills rank among the top skills employers want most.
5. The communication process includes the sender, the receiver, and the message.
6. All communication is two way.
7. Feedback in communication should be timely, often, and precise.
8. Silence is not a form of feedback.
9. Semantics does not affect communication.
10. Role expectations can distort communication.
11. Poor organization of ideas can affect communication.
12. Everyone can handle extensive amounts of information coming at them at one time.
13. Thinking ahead to our responses to what the speaker is saying creates a listening barrier.
14. We spend about 45% of our time listening.
15. Asking for clarification and restating important points by paraphrasing the speaker hinders the
communication process.
16. Excessive note taking at the time of communication is important because we forget one-third to
one-half of what we hear within eight hours.
17. Our voices should be pleasant and appropriate for the situation.
18. When expressing your opinion, beginning communication with "I" phrases is more effective than
"you" phrases.
19. Telling the truth will help improve your spoken communication.
20. Nonverbal communication is any meaning conveyed through the body, through the way the voice is
used, and through the way people position themselves in relation to others.
21. Understanding others' nonverbal communication is not very important.
22. In general, people in the U.S. tend to prefer more personal space than people in other cultures.
23. It is important to evaluate messages in light of their context.
24. Humor normally hinders communication.
25. Interpreting meaning from an isolated nonverbal cue is a good idea.
26. Communication in which meaning is conveyed through the body, through the way the voice is used,
and through the way people position themselves in relation to others is called
a.
Verbal communication
b.
One-way communication
c.
Nonverbal communication
27. The 5Cs of communication are
a.
Clear, complete, concise, correct, and controversial
b.
Clear, correct, concise, complete, and courteous
c.
Clear, complete, concise, correct, and continual
28. Two forms of electronic communication are
a.
Postal and voice mail
b.
Postal and voice activated
c.
E-mail and text messaging
29. Suggestions for strong communication in e-mails include
a.
Brief subject line and standard spelling
b.
Lots of jokes
c.
Always using "Reply all"
30. Giving back information to an individual that evaluates his or her actions and states what the receiver
understood is called
a.
Feedup
b.
Feedback
c.
Feeddown
31. The person to whom a message is sent is called the
a.
Sender
b.
Observer
c.
Receiver
32. The study of the meanings and the changing meanings of words is called
a.
Semantics
b.
Phonetics
c.
Harmonics
33. One expert states that nonverbal communication accounts for at least
a.
50% of the impact of our communication
b.
93% of the impact of our communication
c.
25% of the impact of our communication
34. Making an effective presentation requires
a.
Your best speaking, listening, and nonverbal skills and sharp writing and technology skills
b.
only good speaking skills
c.
only good speaking and nonverbal skills
35. The medium of a message refers to
a.
The contents in the middle of a message
b.
The average length of time of the message
c.
The form in which it is communicated
36. Silence
a.
Has no place in effective communications
b.
Is seldom used in the communication process
c.
Can communicate power, uncertainty, agreement, or disapproval
37. We generally use eye contact to
a.
Avoid talking to people
b.
Make others nervous
c.
Signal we want interaction
38. High status or dominant individuals tend to sit
a.
In the head table position
b.
On the side of the table
c.
Between two people
39. A conscious effort to listen to both the verbal and nonverbal components of what someone is saying is
called
a.
Passive listening
b.
Active listening
c.
Conductive listening
40. The communication breakdowm that occurs during periods of great amounts of messages coming at us
at one time is called
a.
Information overload
b.
Poor listening
c.
Disorganization
41. ____________________ is the process by which we exchange information through a common system
of symbols, sins, or behavior.
42. ____________________ is information given back to an individual (the sender) that evaluates his/her
actions and states what the receiver understood.
43. The 5Cs of communication are ____________________, ____________________,
____________________, ____________________, and ____________________.
44. The ____________________ of messages refers to the conditions in which something occurs that can
throw light on its meaning.
45. The ____________________ of a message refers to the form in which it is communicated.
46. ____________________, ____________________, ____________________, and
____________________ are common and popular forms of electronic communication.
47. Sensory organs, semantics, changes, emotions, personality, appearance, and prejudice can be
____________________ to effective communication.
48. ____________________ communication is any meaning conveyed through the body, through the way
the voice is used, and through the way people position themselves in relation to others.
49. The three elements of the communication process are the ____________________,
____________________, and ____________________.
50. Lack of interest in the subject or the speaker is a(n) ____________________.
