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Chapter 2: An Interpersonal Communication Process
Essay
1. Develop and explain a model of the interviewing process containing all essential
elements.
2. Compare and contrast Level 2 communication interactions with Level 3 communication
interactions.
3. Compare and contrast listening for evaluation with listening for empathy.
4. Discuss the types of perceptions in interviews.
5. Discuss how relationships change as interview situations vary and change.
6. Discuss when interviewers should employ directive and nondirective approaches in
interviewing.
7. Discuss how word selection may create problems during interviews.
8. Discuss how gender differences may determine the appropriateness of nonverbal
communication in interviews.
9. How might cultural differences determine the appropriateness of nonverbal behavior in
interviews?
10. Discuss how the proximity of an interviewer affects an interviewee’s comfort level.
11. In each of the following interview situations, should the interviewer use a directive
approach, a nondirective approach, or a combination of approaches? Explain why.
a. A career counselor is trying to help a senior in selecting a suitable career.
Approach___________________________________________________________
Why?______________________________________________________________
b. A recruiter is interviewing applicants for managerial positions.
Approach___________________________________________________________
Why?______________________________________________________________
c. A nurse in pediatrics needs to give information to the nurse relieving her at 8:00
a.m.
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Approach___________________________________________________________
Why?______________________________________________________________
d. A public opinion pollster is trying to determine how people feel about animal
rights.
Approach___________________________________________________________
Why?______________________________________________________________
e. A student is trying to persuade his roommate to join his church.
Approach___________________________________________________________
Why?______________________________________________________________
12. List four factors that may affect whether the other party changes his/her perceptions
during an interview.
13. Define the differences between Levels 1, 2, and 3 of interactions during interviews.
14. Describe how culture determines what one discloses to people.
15. List four guidelines mentioned by the authors to enhance the effective use of language
during interviews.
16. List four guidelines for listening for comprehension.
17. How do outside forces affect an interviewee in an interview?
Multiple Choice
18. An advantage of the directive approach to interviewing is that it:
a. enables an interviewer to maintain control.
b. encourages probing questions.
c. invites an interviewee to volunteer information.
d. allows for detailed, in-depth answers from an interviewee.
19. Perhaps the greatest single problem of human communication is:
a. language.
b. cultural differences.
c. the assumption of it.
d. nonverbal communication.
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20. The four types of listening that may be employed in interviews are:
a. conceptual, open, insightful, and clarifying.
b. correctional, internal meaning, empathic, and functional.
c. comprehensive, relational, conceptual, and evaluative.
d. comprehension, empathy, evaluation, and resolution.
21. Which of the following is NOT an advantage of a nondirective interviewing approach?
a. It can motivate the interviewee.
b. It allows for high flexibility and adaptability.
c. It encourages probing questions.
d. It is easy to maintain control.
22. Identify an important feature of dialogic listening.
a. It is listening where a listener is expected to express empathy and concern.
b. It is most appropriate in problem-solving interviews.
c. It is predominantly used in the first ten minutes of any interview.
d. It is listening where a listener is not required to pass any judgments.
23. According to politeness theory, _____.
a. positive politeness is the desire to be appreciated and applauded
b. negative face is designed to protect the feelings of others
c. positive face is showing concern, complimenting, and using respectful language
d. negative politeness is acknowledging the imposition when making a request
24. When a person uses phrases such as “Can’t complain,” “Pretty good,” and “Not bad,” the
person is using:
a. multiple meanings.
b. ambiguities.
c. slang.
d. jargon.
25. Each of the parties in an interview process is a unique sum of:
a. culture.
b. environment.
c. education.
d. All of the answers are correct.
26. What term did Stewart use to describe verbal and nonverbal signals that parties use to
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“keep conversations going, responding to what’s just happened, taking an additional step
in the communicative practice?”
a. feedback
b. nexting
c. affirmation
d. None of the answers is correct.
27. Who among the following tends to develop relationships quickly?
a. The Germans
b. The Mexicans
c. The Americans
d. The Japanese
28. Identify an accurate statement about global relationships.
a. Americans tend to have very few friendly, informal relationships.
b. Australians tend to make deep and long-lasting commitments.
c. Mexicans develop trust in relationships very quickly.
d. Germans develop meaningful relationships quickly.
29. In the context of communication, men’s talk differs from women’s talk in that men’s talk:
a. tends to be directive and goal-oriented.
b. is more expressive and polite.
c. contains powerless speech forms.
d. is less about control, independence, and status.
30. In the context of communication, women’s talk:
a. tends to be focused on establishing relationships.
b. contains intense words and qualifiers.
c. contains remarks of direct criticism.
d. tends to be objective and goal-oriented.
31. In interviews, the degree to which roles are exchanged and control is shared is affected by
the:
a. status of the parties.
b. type of interview.
c. atmosphere of the interaction.
d. All of the answers are correct.
32. Interviewers select the directive interview approach when attempting to control all of the
following except:
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a. pacing.
b. climate.
c. formality.
d. location.
33. Which of the following is an example of a directive interview?
a. an oral history of an interviewee
b. a survey
c. an investigation
d. a performance review of an employee
34. Which of the following is NOT a characteristic of a directive interview?
a. It is easy to learn.
b. It takes less time.
c. It allows for high flexibility.
d. It is easy to replicate.
35. Which of the following is an example of typically nondirective interviews?
a. information getting
b. counseling
c. performance review
d. All of the answers are correct.
36. Theorists claim that a person with high self-esteem is:
a. likely to be low in perception.
b. lacking confidence.
c. likely to express attitudes that are unpopular.
d. wanting approval from others.
37. Which of the following is an example of a self-fulfilling prophecy?
a. A sprint runner gives an inspirational speech to an athlete, which helped the
athlete win a race.
b. A student convinces himself that he will perform well in a test, which helped him
get good grades in it.
c. A politician persuades his supporters to vote for him, which enabled him to win
the state elections.
d. A physician talks to a patient about the positive effects of a medication, which
assured the patient to regularly consume the medicine.
38. Self-identity and self-esteem are central to:
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a. Eastern cultures.
b. high-context cultures.
c. collectivist cultures.
d. American cultures.
39. Which of the following factors may influence your perceptions?
a. gender
b. race
c. size
d. All of the answers are correct.
40. In the context of interviews, which of the following statements is true about Level 1
interactions?
a. It is uncommon in an interview.
b. It involves exchanges about personal topics.
c. It involves deep conversations with parties in an interview.
d. It is safe and nonthreatening.
41. In the context of interviews, a fact related to Level 3 interactions is that it:
a. generates brief, socially acceptable, comfortable responses.
b. is safe and nonthreatening.
c. involves discussions about controversial topics.
d. is the most common type of interaction in an interview.
42. Westerners are considered to be more flexible than others because:
a. they hail from a collectivistic culture.
b. they disclose less than those from low-context cultures.
c. they lack familiarity with their cultural norms.
d. they hail from a high-context culture.
43. Identify an accurate statement about the degree of disclosure across cultures.
a. Japanese disclose more about their careers and less about their families.
b. People in high-context, collectivist cultures disclose the most.
c. Asians disclose less to people with high expertise.
d. Chinese disclose more than those in low-context cultures.
44. Disclosure is highest among woman-to–woman parties because:
a. women appear to be better listeners.
b. women appear to be less responsive.
c. women’s talk is primarily directive and goal-oriented.
d. women’s talk is less expressive.
45. Which theory indicates that all humans want to be appreciated and protected?
a. symbolic convergence theory
b. Sapir-Whorf Hypothesis
c. politeness theory
d. game theory
46. Doing what makes you look good to others satisfies:
a. negative face needs.
b. positive face needs.
c. neutral face needs.
d. None of the answers is correct.
47. If Jamal talks about the RAM on his computer and others do not understand the term, the
word would be considered:
a. slang.
b. a euphemism.
c. a power word.
d. jargon.
48. Calling a hamburger a “quarter–pounder” as opposed to a “four-ouncer” is an example of:
a. ordering.
b. naming.
c. slang.
d. jargon.
49. Vocal pauses “like” and “um” are examples of:
a. euphemisms.
b. powerless speech.
c. ordering words.
d. slang.
50. Which of the following does NOT describe women’s talk compared to men’s?
a. less polite
b. more expressive
c. more disclaimers
d. fewer technical terms
Commented [MPS1]: AQ: Should it be “ounces“? Please
check.
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51. North Americans value words that are:
a. precise.
b. direct.
c. straightforward.
d. All of the answers are correct.
52. Which of the following is an indicator of whose turn it is to talk?
a. facial expressions
b. eye contact
c. both facial expressions and eye contact
d. None of the answers is correct.
53. Nonverbal behaviors may _____ the verbal messages.
a. complement
b. reinforce
c. substitute for
d. All of the answers are correct.
54. When Sarah silently makes the peace sign with her index and third finger forming a “V”,
she is using _____ in her nonverbal behavior.
a. complements.
b. substitutes.
c. reinforces.
d. None of the answers is correct.
55. Which of the following characteristics of nonverbal communication do African
Americans commonly exhibit?
a. They become animated and personal.
b. They maintain eye contact when listening.
c. They maintain eye contact with superiors.
d. They stand at a distance from others.
56. Which of the following cultures identifies widening of the eyes to express disbelief?
a. French
b. African
c. Chinese
d. Hispanic
57. Which of the following is NOT one of the four approaches to listening discussed in
Chapter 2?
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a. for resolution
b. for empathy
c. for comprehension
d. for analysis
58. Which type of listening is primarily a method of receiving, understanding, and
remembering a message as accurately and completely as possible?
a. for empathy
b. for comprehension
c. for resolution
d. None of the answers is correct.
59. Maria has to take a test in history. She is attending a review session before the test.
Which type of listening is she primarily doing?
a. for empathy
b. for resolution
c. for comprehension
d. for evaluation
60. Juanita’s friend Ricardo has just broken up with his partner. He is sharing his feelings
with her. What type of listening is Juanita doing?
a. for resolution
b. for evaluation
c. for empathy
d. for comprehension
61. Caitlyn has to write a review of a play she is attending. What type of listening will she
primarily have to do?
a. for evaluation
b. for comprehension
c. for empathy
d. for resolution
62. The climate of an interview will be more productive if you do all of the following except:
a. inform the other party about the nature of the interview.
b. initiate the interview in a positive manner.
c. stop by unannounced for the interview.
d. inform the other party of the purpose of the interview.
63. Which of the following is included in one’s perception of the interview situation?
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a. purpose
b. need
c. timing
d. All of the answers are correct.
64. Under what conditions are interview parties more likely to communicate beyond Level 1?
a. informal rather than formal
b. cold rather than warm
c. distant rather than close
d. open rather than private
65. Anything that interferes with the communicative process is known as:
a. territoriality.
b. noise.
c. place.
d. None of the answers is correct.
66. Which of the following statements is true about the degree of proximity in relationships?
a. High-status people stand or sit closer to low-status people.
b. Low-status people prefer greater distances when dealing with superiors.
c. We maintain a greater distance with a stranger than close associates.
d. All of the answers are correct.
67. The circular table with chairs around it has become popular in which type of interviews?
a. counseling
b. interview with more than two people
c. both counseling and interview with more than two people
d. None of the answers is correct.
68. Which of the following is an outside force in the interview process?
a. family
b. government agencies
c. professional associations
d. All of the answers are correct.
True or False
69. Surveys of hundreds of corporations in the United States reveal that poor listening skills
create barriers in all levels of organizations.
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a. True
b. False
70. Most of our educations prepare us for talking, not listening.
a. True
b. False
71. In the United States, African Americans maintain eye contact more when speaking than
when listening.
a. True
b. False
72. Southern Europeans tend to prefer greater personal distance than Northern Europeans.
a. True
b. False
73. One outside force affecting an interview is a union contract.
a. True
b. False
74. When one feels disrespected or undervalued, one has low self-esteem and becomes self-
critical, feels uncertain, and is hesitant to express unpopular ideas and opinions.
a. True
b. False
75. Nonverbal behaviors are assumed to be less truthful than words.
a. True
b. False
76. Men tend to use more powerless speech forms such as apologies, qualifiers, disclaimers,
and excuses than women.
a. True
b. False
77. Men’s lower–pitched voices are more credible and dynamic than women’s higher-pitched
voices.
a. True
b. False
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78. Monday mornings and Friday afternoons have traditionally been poor times to exchange
information and deal with critical issues.
a. True
b. False
79. Tax time is a good time to conduct fundraising interviews.
a. True
b. False
80. When someone stands too close to us for our comfort, it is a violation of proximity
norms.
a. True
b. False
81. It is good to consider whose turf is best for an interview.
a. True
b. False
82. A nondirective interview discourages probing questions.
a. True
b. False
83. Dialogic listening is the same as listening for resolution.
a. True
b. False
84. Listening, like speaking, is a learned skill.
a. True
b. False
85. People in high-context, collectivist cultures such as China are expected to work for the
good of the group or team, and both know and adhere to cultural norms.
a. True
b. False
86. Arabs perceive softness of voice as a sign of sincerity.
a. True
b. False
87. A firm handshake is important in American society but signals nothing in Japan.
a. True
b. False
88. In the context of interviews, Level 2 interactions are half-safe and half-revealing.
a. True
b. False
89. Men tend to disclose more than women.
a. True
b. False
90. Level 3 interactions are safe and non-controversial in nature.
a. True
b. False
91. Middle Eastern and Latin American people prefer greater personal distances than do
North Americans.
a. True
b. False
92. Negative face is the desire to be free from imposition or intrusion.
a. True
b. False
93. Some claim that the greatest single problem with human communication is the
assumption of it.
a. True
b. False