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Business and Professional Communication 2e
Quintanilla and Wahl
Instructor Resource
Chapter 2: Verbal and Nonverbal Communication
Test Bank
Multiple Choice
1. What word best describes the symbols communicators use?
2. Rules regarding when, how, where, and with whom to talk about certain things are known as
3. What type of communication rules describe what “appropriate” communication consists of?
4. How is communication made the most effective?
5. Which of the following is not a purpose of nonverbal behavior?
6. John is giving a presentation at his office. During his speech, John controls his tone of voice,
how fast he is talking, and how he articulates his words. John is using the nonverbal code of
7. Stacy is studying in the library at her school when a stranger comes up and moves her
backpack to take the seat next to her. Stacy becomes uncomfortable and moves to another
table. This is a violation of _
8. The space that is generally occupied by significant others, family members, and close friends
is known as the ___________ zone.
9. A restaurant's decision to use intense colors, intimate seating arrangements, and bright
lighting are all examples of influencing
10. Proxemics is a type of ________ communication.
11. During a speech, Frank lost his footing and fell to the floor. To show the audience he was
okay, Frank gave a thumbs-up to the crowd. The thumbs-up is an example of a(n)
12. While Shawn is talking to a colleague about firings in the department, he notices his
coworker wringing her hands and fidgeting quite a bit, so he changes the subject. Shawn's
colleague is displaying
13. Trying to keep a blank expression when hearing bad news would be an example of
14. Aaron is playing a game of poker with his friends when he gets a really good hand. He wants
to bait his opponent to make a bet, so he puts a sad look on his face to indicate he doesn't like
his hand. Aaron is using the strategy of
15. ________ is the most powerful form of nonverbal communication.
16. Greeting a coworker with a handshake falls under the category of _________ touch.
17. Why is touch such an important nonverbal code?
18. Judy notices her coworkers slouching when they are in meetings. Her coworkers are
communicating through their ________ behavior.
19. Monica is proud of a new tattoo she just had done on her wrist and has been showing her
new ink to her friends at work. She is communicating with the use of a(n)
20. The process of understanding our experiences and the experiences of others through the
use of verbal and nonverbal messages is known as
21. Joel's team was given a project that included the due date, meeting times, and people
involved in the project. This information forms the
22. _____________ precedes and perhaps structures all subsequent communication.
23. The constructed or natural surroundings that influence your communicative decisions,
attitude, and mood are termed the
24. Success in productivity and sales has been linked to
25. Journalists who receive low public respect and esteem have been found to commonly be
26. What criteria do patients often use when selecting physicians?
Business and Professional Communication 2e
Quintanilla and Wahl
Instructor Resource
27. The level of performance and perceived satisfaction teachers receives from their students is
largely influenced by
28. How can managers effectively convey impressions of empathy and power?
29. For speakers to be consistently efficient at verbally conveying their intended meanings, they
must
30. Learning that eye contact counts as paying attention, or that kissing/hugging counts as
showing affection help define our
31. Nonverbal communication accounts for ______% to _______% of the total meaning of
communication.
32. The nonverbal dimension that defines how we react to things by evaluating them as
positive/negative or good/bad is known as
33. Katherine is giving a speech to her boss tomorrow. To prepare, Katherine puts on her
conservative jewelry and makeup, her business suit, and a moderate perfume. These are known
as
34. Eye contact is a constitutive rule than counts as paying attention.
35. Over half of interpersonal messages are conveyed nonverbally.
36. Nonverbal communication cannot substitute part of a verbal message.
37. Nonverbal cues can conflict with what is being said.
38. Kinesics refers to how people use their voices to communicate and express themselves.
39. Fillers such as “umm” and “like” are considered nonverbal communication.
40. Regulative rules define what communication means by prompting us to count certain kinds
of communication.
41. Space, environment, and touch are all nonverbal codes of communication.
42. Oculesics is the study of eye behavior.
43. Facial behavior is considered the most powerful form of nonverbal communication.
44. The jewelry, tattoos, piercings, and makeup a person uses are known as emblems.
45. Affect displays complement, enhance, or substitute for a verbal message.
46. A hug or pat on the back is an example of a social touch.
47. Shared understanding of what communication means and what constitutes appropriate
communication are known as communication rules.
48. Verbal communication does not carry any symbolic meaning or understanding.
49. Discuss how you would alter you physical appearance between going to a concert or going
to a job interview. What do want your alterations to say about you in each of the different
contexts?
50. Why do you think it is important to alter our facial expressions depending on the context of
a situation? Under what circumstances would it be inappropriate to show your true feelings
during an interaction?
51. How do your gestures and body movement impact a professional setting differently than an
informal or social setting?
52. Think about an example where your space has been violated. What boundary or territory
markers did you set up around you? Why were they not effective?
53. Discuss the appropriateness of touch in regard to a professional setting. Is there ever a
situation where it is appropriate to move beyond the functional/professional touch?
54. Think about the last good presentation you have seen, whether it was professional,
informal, comedic, or dramatic. What methods did they use to effectively combine their verbal
and nonverbal communication?
55. Describe four different types of nonverbal communication and explain how they impact the
effectiveness of communication
