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Name:
Class:
Date:
Chapter 02: Professionalism: Team, Meeting, Listening, Nonverbal and Etiquette Skills
1. Which of the following is an example of a soft skill?
a.
Being able to work well as part of a team
b.
Knowing how to prepare financial statements
c.
Having experience using various software packages
d.
All of these choices
2. Samuel knows that his soft skills will be evaluated during his job interview. Which of the following skills should he
practice to prepare for his interview?
a.
Shaking hands appropriately
b.
Exhibiting posture that shows confidence and professionalism
c.
Speaking clearly and maintaining good eye contact
d.
All of these choices
3. Businesses form teams because teams make better decisions, respond faster, and
a.
demonstrate increased productivity.
b.
are proficient in using technology.
c.
are able to avoid conflict.
d.
are used extensively in every culture.
4. What is the least accurate statement about workplace teams?
a.
Team members are less resistant to change.
b.
Decisions reached by teams usually get less buy-in than decisions reached individually.
c.
Teams result in improved employee morale.
d.
Team members experience reduced individual risk .
5. Malcolm is part of a team developing a new smartphone app to track traffic patterns. Because team members are
located throughout the country, they don't meet in person. Instead, they use communication technology to collaborate on
the project. Because members use technology to stay connected, Malcolm is part of a
a.
group.
b.
cross-functional team.
c.
virtual team.
d.
self-directed team.
6. A task force charged with reducing overhead costs meets to define their roles and responsibilities and develop ways to
reach the group's goals. Tension is fairly high among group members. The team is in the ____ phase of team development.
a.
forming
b.
storming
c.
norming
d.
performing
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Chapter 02: Professionalism: Team, Meeting, Listening, Nonverbal and Etiquette Skills
7. A committee has been formed to develop the company’s five-year strategic plan. The committee members are just
starting to get to know one another and are attempting to bond. What phase of team development are they experiencing?
a.
Forming
b.
Storming
c.
Norming
d.
Performing
8. A working group was formed to rewrite the company’s mission statement. The members have been meeting for quite
some time. They are extremely loyal to one another and have figured out how to solve any conflicts that might arise.
Information is flowing freely, they are happy with their results, and they will soon meet the deadline set by management.
What phase of team development are they experiencing?
a.
Forming
b.
Storming
c.
Norming
d.
Performing
9. A committee has been formed to study the feasibility of starting a wellness program. The members have just gone
through some rough times, but tensions have now subsided and information is starting to flow among members. What
phase of team development are they experiencing?
a.
Forming
b.
Storming
c.
Norming
d.
Performing
10. The most effective groups and teams have members who are willing to
a.
establish rules and abide by those rules.
b.
do everything necessary to avoid conflict.
c.
use e-mail, social media, and other technology to communicate.
d.
let the group leader make all decisions.
11. Morgan has just been appointed to a task force and wants to be a positive member. Which of the following is the best
advice you can give her?
a.
Ignore members who are being silent to show respect for them.
b.
Tell a lot of jokes throughout the meeting to ease tensions.
c.
Share her ideas with other team members, even if they might not be adopted.
d.
Morgan should do all of these.
12. Marco has been appointed team leader of a committee that will develop a new process for submitting expense claims.
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Chapter 02: Professionalism: Team, Meeting, Listening, Nonverbal and Etiquette Skills
He wants to ensure that his team avoids groupthink. What should he do?
a.
Choose team members with similar backgrounds.
b.
Develop systematic procedures for the team to follow.
c.
Demand that his team make decisions quickly.
d.
Make sure his team knows what outcomes he favors.
13. A task force must decide whether the company should go public and start selling its stock. Task force members have
decided to continue their discussion until all team members have aired their opinions and, ultimately, agree. What method
for reaching group decisions is this team using?
a.
Majority
b.
Consensus
c.
Authority rule with discussion
d.
Averaging
14. An interview committee must decide which interviewee to hire as the company’s new project manager. Committee
members have decided to vote and then hire the candidate receiving the most votes. What method for reaching group
decisions is this team using?
a.
Majority
b.
Consensus
c.
Authority rule with discussion
d.
Averaging
15. A team of top-level executives is rewriting the company's bylaws. Because this decision will have far-reaching and
long-term effects, members want to have the most creative, high-quality discussion possible. What group decision-making
method should they use?
a.
Majority
b.
Consensus
c.
Authority rule with discussion
d.
Averaging
16. Claudia is putting together a team to brainstorm product development ideas. Because she wants her team to be
successful, the team should
a.
be as homogeneous as possible.
b.
develop procedures to guide them.
c.
avoid conflict.
d.
be as large as possible, with at least ten members.
17. Which of the following statements about conflict is most accurate?
a.
Conflict is a normal part of every workplace and every team.
b.
Even when managed properly, conflict decreases group cohesiveness and increases tensions.
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Chapter 02: Professionalism: Team, Meeting, Listening, Nonverbal and Etiquette Skills
c.
Conflict should be avoided because it destroys morale and reduces productivity.
d.
Conflict is always negative.
18. During a meeting Matthew and Jennifer get into an argument about how to prepare a proposal. What is the first step
they should take to try to resolve this conflict?
a.
Look for common ground.
b.
Understand the other's point of view.
c.
Listen carefully to make sure they understand the problem.
d.
Show concern for the relationship.
19. Melinda has agreed to be a team leader in her organization and wants to make sure that the team is ethically
responsible. What advice would you give her?
a.
Make sure that the team represents her organization's view.
b.
Respect the organization's privileged information.
c.
Avoid advocating actions that would endanger members of society at large.
d.
Sarah should do all of these as team leader.
20. Select the most accurate statement about meetings.
a.
Most people look forward to meetings.
b.
Meetings should be viewed as opportunities to demonstrate leadership, communication, and problem-solving
skills.
c.
Employees at the management level generally attend fewer meetings than workers at lower levels in an
organization.
d.
Meetings are an excellent way to communicate information that does not require immediate feedback.
21. Frederick manages the Human Resources Department for his company. The due dates for payroll reports will be
changing slightly, and he needs to communicate this information to all company managers. Allan should
a.
send an e-mail or text message to inform the management staff.
b.
prepare an agenda and call a meeting.
c.
consult key people to help him decide whether to call a meeting.
d.
use the grapevine to convey the message.
22. Lindsay is planning a meeting to develop a new procedure for handling employee grievances. How many participants
should she invite?
a.
At least one representing each of the company's 16 departments
b.
Five or fewer
c.
Ten or fewer
d.
30 or fewer
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Chapter 02: Professionalism: Team, Meeting, Listening, Nonverbal and Etiquette Skills
23. Sam is in charge of conducting a meeting during which a major company decision about reorganization will be made.
Whom should he invite?
a.
Decision makers and people with the information necessary to make the decision
b.
Representatives of groups who will be affected by the decision
c.
People responsible for implementing the decision
d.
Sam should invite all of these.
24. Which of the following statements about meeting agendas is most accurate?
a.
An agenda of meeting topics should be distributed at least ten days before the meeting.
b.
An agenda should include as many items as necessary to accomplish your purpose.
c.
An agenda should not include an allotment of time for each agenda item because doing so can make a meeting
too regimented.
d.
An agenda should include any premeeting preparation expected of participants.
25. Brianna must schedule an information meeting with 25 participants. She knows that it will be difficult to find a
meeting time when everyone is available. What tool will best help her schedule this meeting?
a.
An e-mail to all participants asking for their availability during the week
b.
A digital calendar
c.
A Facebook event page
d.
Text messages to individual participants asking them about their availability
26. Brent will be leading a committee meeting and wants to make sure it is effective and efficient. What should Brent do
to get the meeting started?
a.
Wait until all participants arrive before beginning the meeting.
b.
Give a quick recap to anyone who arrives late.
c.
Go over ground rules at the beginning of the meeting.
d.
Brent should do all of these.
27. Which of the following is a typical ground rule for meetings?
a.
Communicate openly and listen carefully.
b.
Confront conflict frankly.
c.
Follow the agenda.
d.
All of these are typical meeting ground rules.
28. Gwen is leading a meeting and wants to make sure that they stick to the agenda and end on time. What should she do
to move the meeting along?
a.
Say as much as possible during the meeting.
b.
Generate a list of important but divergent topics that should be discussed later.
c.
Not worry so much about time; the most important thing is to make sure that all agenda items are discussed
fully.
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Chapter 02: Professionalism: Team, Meeting, Listening, Nonverbal and Etiquette Skills
d.
Kick anyone out who monopolizes the conversation.
29. Alfonso has been invited to attend his first sales meeting and wants to be an active and productive member from the
very beginning. Which of the following should he do to make a good impression?
a.
Keep his smartphone on so that he doesn't miss an important call during the meeting.
b.
Come prepared to the meeting by doing any preliminary work required.
c.
Use body language to show whether he's bored; the meeting leader will appreciate his honesty.
d.
Wait to share his views after the meeting so that the meeting can move along efficiently.
30. Katelyn is in charge of a department meeting, and two of her colleagues are in conflict about a specific issue. What
should Katelyn do?
a.
Make both employees leave the meeting until they can calm down.
b.
Send both employees to counseling.
c.
Encourage each to make a complete case while group members give their full attention.
d.
Have both employees move to a corner so that the rest can continue the meeting.
31. Which of the following statements about ending a meeting is most accurate?
a.
The meeting should not end until all agenda items have been fully discussed.
b.
If minutes are taken, they should be distributed at the next meeting.
c.
Because all participants should be responsible for paying attention during the meeting, a summary at the end
of the meeting would be a waste of time.
d.
No one should leave the meeting without a full understanding of what was accomplished.
32. Which of the following statements about virtual meetings is most accurate?
a.
Virtual meetings are rare in today's workplace.
b.
It is almost impossible to exchange ideas, brainstorm, build consensus, or develop personal relationships
virtually.
c.
Two of the most significant reasons for the shift to virtual meetings are saving travel costs and reducing
employee fatigue.
d.
Virtual meetings are generally held to coordinate team activities but not for any other purposes.
33. Renzo uses his computer to access an online meeting room where he takes part in meetings with his department
members. In this meeting room, participants are able to present PowerPoint slides and Word documents, share
spreadsheets, demonstrate products, visit Web pages, and use a white board. Renzo and his colleagues are using what type
of collaboration technology?
a.
Audioconferencing
b.
Web conferencing
c.
Instant messaging
d.
A blog
34. Khalida is responsible for planning a virtual meeting with participants on three different continents. What should she
do before the meeting takes place to ensure that it is productive?
a.
Make sure the technology being used is accessible to all meeting participants.
b.
Set the meeting time using Coordinated Universal Time (UTC).
c.
Decide what language will be used.
d.
Khalida should do all of these.
35. Which of the following is a typical ground rule for virtual meetings?
a.
Outlining the procedure for asking and answering questions
b.
Reminding participants to turn off all phones, alarms, and electronic reminders
c.
Telling participants not to multitask during the meeting
d.
All of these are typical virtual meeting ground rules.
36. Michela will be taking charge of her first virtual meeting. What should she do to make sure all participants are
collaborating successfully during the meeting?
a.
Use complex language to get her points across.
b.
Project an upbeat, enthusiastic, strong voice.
c.
Do most of the talking to reduce confusion.
d.
Ask leading questions such as "Does everyone agree?" to keep the meeting moving along.
37. Nasim has come to you for advice about conducting a virtual meeting. What is the best advice you can give him?
a.
Give just one summary at the end to avoid wasting time.
b.
Avoid asking specific questions of specific people as this might intimidate them.
c.
Leave time before or after the scheduled virtual meeting for small talk.
d.
Nasim should do all of these.
38. Which of the following statements about listening is most accurate?
a.
Listening is a hard skill that can determine hiring and career success.
b.
Three quarters of high-quality communication involves listening.
c.
Everyone knows how to listen because listening is an automatic response to noise.
d.
Listening skills become less important as one moves up the career ladder.
39. Experts say that we ignore, forget, distort, or misunderstand
a.
less than 10 percent of everything we hear.
b.
25 percent of everything we hear.
c.
50 percent of everything we hear.
d.
75 percent of everything we hear.
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Chapter 02: Professionalism: Team, Meeting, Listening, Nonverbal and Etiquette Skills
40. Several factors may cause poor listening habits. Which of the following is not one of these factors?
a.
Lack of training
b.
Large number of competing sounds and stimuli in our lives
c.
Physical hearing disability
d.
Ability to process speech faster than others can speak
41. Peter was just hired as an accounting assistant and wants to make a good impression in his new position. What should
he do when listening to his supervisor?
a.
Don't ask questions because doing so may make him look ignorant.
b.
Show his interest by leaning forward and striving for good eye contact.
c.
Feel free to answer the phone if he receives a call to show how busy he is.
d.
Rely on his memory for the details rather than take notes to show how sharp he is.
42. Elizabeth spends a lot of time listening to her colleagues during meetings. Because she must remember what they say,
she is always careful to identify main ideas and recognize the purpose of their messages. Elizabeth is engaging in
a.
discriminative listening.
b.
critical listening.
c.
lag time.
d.
supportive listening.
43. Richard is attending an important board meeting with his colleagues to discuss future plans for the company. Many
ideas are being presented, and Richard is carefully judging and evaluating what he is hearing. He is also listening to
decide whether the speaker’s message is fact, fiction, or opinion. Richard is engaging in
a.
discriminative listening.
b.
critical listening.
c.
lag time.
d.
supportive listening.
44. Which of the following statements about listening to customers is least accurate?
a.
Listening to customers can result in increased sales and profitability.
b.
Companies should hire employees who already possess good listening skills because training employees in
this area is usually ineffective.
c.
As the U.S. economy becomes increasingly service oriented, customer service becomes even more important.
d.
Listening can be a strong customer acquisition and retention tool.
45. Riley is a customer service representative and has just gone through training to improve his listening skills. Which of
the following skills was he most likely taught that will make him a better listener?
a.
Mentally criticize grammar, voice, tone, and speaking style to get a better sense of what the customer is like.
b.
Tune out what the customer is saying if you already know the answer..
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Chapter 02: Professionalism: Team, Meeting, Listening, Nonverbal and Etiquette Skills
c.
Remain silent for a few seconds after a customer finishes to be sure the thought is completed.
d.
Because listening is automatic, divide your attention among two or more tasks to be more productive.
46. Alyssa wants to become a better listener in the workplace. Which of the following is the best technique she can do to
improve her listening skills?
a.
Don't maintain direct eye contact because doing so may distract the speaker.
b.
Interrupt whenever she has an opinion on the topic to share with her speaker.
c.
Rephrase and summarize the speaker's message in her own words.
d.
Avoid asking any questions because doing so may distract the speaker.
47. Which of the following is not a form of nonverbal communication?
a.
The appearance of a business document
b.
Showing up late for a job interview
c.
The adjectives used in a sales letter
d.
Raising one's voice when angry or frustrated
48. Which is the most accurate statement about nonverbal communication?
a.
All nonverbal communication is unintentional.
b.
Nonverbal communication refers only to body language.
c.
A nonverbal message is always accompanied by spoken words.
d.
Nonverbal messages in some situations speak louder than the words spoken.
49. Select the most accurate statement about eye contact.
a.
Communicators consider the eyes to be the most accurate predictor of a speaker's true feelings and attitudes.
b.
Nonverbal cues, including eye contact, have identical meanings in most cultures.
c.
Sustained eye contact signifies fear or stress.
d.
Eye contact cannot be learned; it's an innate trait.
50. Which of the following statements about facial expressions and posture is the least accurate?
a.
Very few people can control their facial expressions well enough to control the nonverbal messages they send.
b.
Standing up straight can make a person look arrogant.
c.
The expression on a communicator's face can be almost as revealing of emotion as the eyes.
d.
Leaning toward a speaker suggests attraction and interest.
51. Which of the following statements about time and space is the most accurate?
a.
Arriving late to a meeting shows that you are an important, busy person.
b.
Punctuality is valued and respected all over the world.
c.
How we structure and use time tells observers about our personality and attitudes.
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Chapter 02: Professionalism: Team, Meeting, Listening, Nonverbal and Etiquette Skills
d.
Generally, the more formal the arrangement of furniture in an office or meeting room, the more open the
communication environment.
52. When your department head Ms. Westlake arranges chairs informally in a circle during a meeting, what kind of
message is she sending?
a.
A nonverbal message that she is encouraging an open, egalitarian exchange of ideas
b.
A nonverbal message that she prefers to be separated from others
c.
A nonverbal and verbal message regarding her aloofness and preference for restricted communication
d.
A verbal message that she is wary of visitors and indifferent to communication
53. Which of the following sends the least positive nonverbal message?
a.
An employee wears clothing that covers her tattoos to work.
b.
A job candidate arrives for an interview dressed in a conservative charcoal gray business suit.
c.
An employee sends her colleagues an e-mail message that contains several misspellings and grammatical
errors.
d.
A job candidate uses a high-quality printer to make copies of her résumé and cover letter.
54. Which of the following is the most accurate statement about your workplace appearance and attire?
a.
When building your workplace wardrobe, buy as many outfits as possible.
b.
Casual dress policies have led to reduced productivity and lax behavior in some workplaces.
c.
If you're competent, it doesn't matter what you wear.
d.
To make yourself stand out in the workplace, wear flashy garments and clunky jewelry.
55. Which of the following is an effective way to improve your nonverbal communication skills?
a.
Ignore facial expressions and body language; instead, focus only on the verbal message.
b.
Ask friends and family members to give you feedback on your nonverbal behavior.
c.
Try to avoid associating with people from diverse cultures since you might misunderstand their nonverbal
messages.
d.
All of these choices are effective ways to improve your nonverbal communication skills.
56. Which of the following statements about manners and business etiquette is most accurate?
a.
Good manners and professional demeanor are hard skills that employers value in employees.
b.
Because you aren't born with the ability to be courteous, civil, and professional, learning these skills is
difficult.
c.
Employers are more likely to hire and promote someone who is courteous and professional.
d.
All of these choices are accurate statements.
57. Which of the following is the best advice for sending professional e-mails on the job?
a.
Use complete sentences and proper punctuation.
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Chapter 02: Professionalism: Team, Meeting, Listening, Nonverbal and Etiquette Skills
b.
Use IM abbreviations to make your messages more concise.
c.
Check grammar and spelling only when sending external messages to save time and increase productivity.
d.
Use a lot of exclamation points to show your enthusiasm.
58. Stephanie is about to start her first full-time job after earning her degree and wants to appear as professional as
possible. What advice would you give her?
a.
Change her current e-mail address, which is StephIsSmokingHot@yahoo.com, to something more businesslike
and professional.
b.
Use her smartphone during meetings only for meeting-related purposes.
c.
Avoid slang, poor grammar, and profanity.
d.
All of these choices will help Stephanie appear more professional.
59. Which of the following is the most accurate statement about etiquette and courtesy in today's workplace?
a.
Etiquette is not as important in today's fast-paced, high-tech offices.
b.
Most people don't mind rudeness or poor manners because these behaviors make the workplace more
interesting.
c.
Bad manners and incivility are rare in today's workplace.
d.
Etiquette is more about attitude than about formal rules of behavior.
60. Stephen will be starting a new job soon and wants to exhibit proper business etiquette in his new workplace. What is
the best advice you can give him?
a.
Agree with everyone with whom he interacts.
b.
Talk about his personal relationships and finances as a way to appear human and to establish relationships
with other employees.
c.
Send written thank-you notes to express sincere appreciation and praise.
d.
Tell as many jokes as possible to put his colleagues at ease.
61. Oral and written communication skills, listening proficiency, nonverbal behavior, and etiquette expertise are all
examples of soft skills.
a.
True
b.
False
62. Generally, teams are able to make better decisions.
a.
True
b.
False
63. Virtual teams may be global or local.
a.
True
b.
False
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Chapter 02: Professionalism: Team, Meeting, Listening, Nonverbal and Etiquette Skills
64. Jessica’s team is experiencing considerable conflict and tension as they get used to working with one another. They
are most likely in the forming phase of team development.
a.
True
b.
False
65. All teams eventually reach the final stage of team development of performing.
a.
True
b.
False
66. Conflict is a normal part of every workplace and every team.
a.
True
b.
False
67. A method of group decision making where group members bargain and negotiate to reach a middle ground is known
as consensus.
a.
True
b.
False
68. The most successful teams are made up of diverse members.
a.
True
b.
False
69. When following the six-step pattern for dealing with conflict, the first thing you should do is to look for common
ground.
a.
True
b.
False
70. A good agenda includes any premeeting preparation expected of participants.
a.
True
b.
False
71. As meeting leader, Benjamin should always begin on time, even if some participants have not yet arrived.
a.
True
b.
False
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Chapter 02: Professionalism: Team, Meeting, Listening, Nonverbal and Etiquette Skills
72. You are attending your first workplace meeting and want to make a good impression. You should try to take credit for
everything to show how valuable you are.
a.
True
b.
False
73. Today's communication technologies allow employees to exchange ideas, brainstorm, build consensus, and develop
personal relationships virtually.
a.
True
b.
False
74. A major problem with virtual meetings is that words and tone can be easily misinterpreted.
a.
True
b.
False
75. Unlike in face-to-face meetings, ground rules are not needed in virtual meetings.
a.
True
b.
False
76. Good listening skills are needed for employees at every level.
a.
True
b.
False
77. Soft skills such as listening, writing, and speaking are most likely to determine hiring and career success.
a.
True
b.
False
78. Most of us listen at about 75 percent efficiency.
a.
True
b.
False
79. Alexis is listening to her colleague and must judge and evaluate what he is saying. She is listening to decide whether
her colleague's message is fact, fiction, or opinion. Sharon is engaging in discriminative listening.
a.
True
b.
False
80. Listening to customers usually results in increased sales and profitability, as well as improved customer retention.
a.
True
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Chapter 02: Professionalism: Team, Meeting, Listening, Nonverbal and Etiquette Skills
b.
False
81. Listening in a college classroom is more challenging than listening on the job.
a.
True
b.
False
82. Avoid taking notes during a presentation or lecture because doing so can cause you to miss something.
a.
True
b.
False
83. Eye contact, facial expressions, body movements, space, time, distance, and appearance are all examples of nonverbal
communication.
a.
True
b.
False
84. Eye contact has the same in meaning in all cultures.
a.
True
b.
False
85. Suzanne arrives 15 minutes late for the marketing department's monthly meeting. The nonverbal message Suzanne is
sending is negative.
a.
True
b.
False
86. Because e-mail is an informal communication tool, it's not necessary to check your messages for correct spelling,
grammar, and punctuation.
a.
True
b.
False
87. In the workplace you are more likely to be taken seriously and more likely to be promoted if you look and sound
professional.
a.
True
b.
False
88. To stand out in the workplace, create an outgoing voice mail message that has music playing in the background or that
includes a funny joke.
a.
True
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Chapter 02: Professionalism: Team, Meeting, Listening, Nonverbal and Etiquette Skills
b.
False
89. Being polished and professional can benefit a job candidate during the hiring process.
a.
True
b.
False
90. In the workplace it is important to respect coworkers' space by minimizing speakerphone use and avoiding the use of
heavy perfumes or colognes.
a.
True
b.
False
91. ____________________ skills, such as the ability to use Microsoft Word or to prepare an income statement, refer to
the technical skills in your field.
92. ____________________ skills include competencies such as listening proficiency, nonverbal behavior, and etiquette
expertise.
93. Many organizations are creating ____________________ teams, which are groups of people who use technology to
work interdependently with a shared purpose across space, time, and organizational boundaries.
94. A _____________ team is a group of people who, aided by information technology, must accomplish shared tasks
largely without face-to-face contact across geographic boundaries, sometimes on different continents and across time
zones.
95. During the ____________________ stage of team development, members define their roles and responsibilities,
decide how to reach their goals, and iron out the rules governing how they interact. Unfortunately, this stage often
produces conflict.
96. ____________________ describes faulty decision-making processes by team members who are overly eager to agree
with one another.
97. Teams may reach a decision by ____________________, which requires that discussion continues until all members
have aired their opinions and, ultimately, agree.
98. ____________________ consist of three or more individuals who gather to pool information, solicit feedback, clarify
policy, seek consensus, and solve problems.
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Chapter 02: Professionalism: Team, Meeting, Listening, Nonverbal and Etiquette Skills
99. A meeting ____________________, which is distributed in advance of a meeting, lists date and place of the meeting,
start time and end time, topics to be discussed, time allocated to each topic, and any premeeting preparation expected of
participants.
100. Typical ________________ rules for a team meeting are communicating openly, being supportive, listening
carefully, participating fully, confronting conflict frankly, and following the agenda.
101. At the high end of videoconferencing systems are _____________ rooms, which are typically are equipped with
three huge curved screens, custom lighting, and advanced acoustics.
102. ____________________ conferencing allows attendees to use their computers to access an online, virtual meeting
room where they can present PowerPoint slides, share spreadsheets and Word documents, demonstrate products, and
interact with participants in real time.
103. ___________ listening is necessary when you must discern, understand, and remember. It means you must identify
main ideas, understand a logical argument, and recognize the purpose of the message
104. ____________ listening enables you to judge and evaluate what you are hearing. You will be listening to decide
whether the speaker’s message is fact, fiction, or opinion. You will also be listening to decide whether an argument is
based on logic or emotion.
105. Rephrasing and summarizing a speaker's message in your own words is called __________.
106. Use ____________________ time, the extra time you have between the speaker's ideas, to review what the speaker is
saying.
107. ____________________ communication includes all unwritten and unspoken messages, both intentional and
unintentional. Examples include eye contact, facial expressions, body movements, space, time, distance, and appearance.
108. The ____________________ have been called the "windows to the soul" and are considered to be the most accurate
predictor of a speaker's true feelings and attitudes.
109. Employees can sound more professional in the workplace by avoiding ____________________, which is making
declarative sentences sound like questions.
110. ____________________ is more about attitude than about formal rules of behavior and can give you a competitive
edge in today's workplace.
Name:
Class:
Date:
Chapter 02: Professionalism: Team, Meeting, Listening, Nonverbal and Etiquette Skills
111. Describe five reasons that organizations are developing groups and teams.
112. List five characteristics of successful teams and explain why each characteristic leads to team success.
Name:
Class:
Date:
Chapter 02: Professionalism: Team, Meeting, Listening, Nonverbal and Etiquette Skills
113. Describe three collaboration tools that can be used for virtual meeting facilitation when distance or other factors
prevent face-to-face gatherings.
114. List three types of workplace listening, and provide three tips for effectiveness in each category.
115. Describe three forms of nonverbal communication and give a workplace example of each.
