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85. Which of the following statements about facial expressions and posture is the most accurate?
a. Most people can control their facial expressions well enough to control the nonverbal messages they send.
b. Standing up straight sends a message of confidence, competence, diligence, and strength.
c. Words carry more weight than facial expressions and posture.
d. Leaning toward a speaker suggests confrontation.
86. 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. Move divergent topics to a separate list to 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.
d. Ask anyone who monopolizes the conversation to leave.
87. 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. You should never express disagreement with a coworker.
88. 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
89. 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
90. Employees who have job tasks spread out across multiple teams and don’t always work with the same people or report
to the same manager are working as part of _______ teams.
a. ad hoc
b. matrixed
c. gig
d. hyperconnected
Enter the appropriate word(s) to complete the statement.
91. Fill in the blank in the following sentence:
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____________________ describes faulty decision-making processes by team members who are overly eager to agree with
one another.
92. Fill in the blank in the following sentence:
Rephrasing and summarizing a speaker’s message in your own words is called __________.
93. Fill in the blank in the following sentence:
_______________ rage and cyberbullying are examples of workplace incivility.
94. Fill in the blank in the following sentence:
According to the zones of social interaction, North Americans are generally comfortable with only close friends and
family standing within 1 1/2 feet from them; this amount of space is called the _________________ zone.
95. Fill in the blank in the following sentence:
___________ 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
96. Fill in the blank in the following sentence:
Our __________________, such as leaning toward a speaker or sitting upright during an interview, can convey much
about us—from self-confidence to shyness.
97. Fill in the blank in the following sentence:
Teams may reach a decision by ____________________, which requires that discussion continues until all members have
aired their opinions and, ultimately, agree.
98. Fill in the blank in the following sentence:
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.
99. Fill in the blank in the following sentence:
Conflicting noises and conversations are examples of ________________ distractions that you should try to block out in
order to listen effectively.
100. Fill in the blank in the following sentence:
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.
101. Fill in the blank in the following sentence:
____________________ skills, such as the ability to prepare an income statement or a spreadsheet, refer to the technical
skills in your field.
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102. Fill in the blank in the following sentence:
__________________ overload, or constant team interaction, sometimes results in workload inflation and dips in
workplace performance.
103. Fill in the blank in the following sentence:
Meetings are a gathering of employees to pool information, solicit feedback, clarify policy, seek consensus, and
_________________ (two words).
104. Fill in the blank in the following sentence:
____________ 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. Fill in the blank in the following sentence:
Use ____________________ time, the extra time you have between the speaker’s ideas, to review what the speaker is
saying.
106. Fill in the blank in the following sentence:
____________________ meetings are real-time gatherings of dispersed participants who connect with communication
technology.
107. Fill in the blank in the following sentence:
A written message that is presented sloppily (containing poor quality printing or misalignment, for example) conveys
negative ________________ messages about its content and its sender.
108. Fill in the blank in the following sentence:
____________________ skills include competencies such as listening proficiency, nonverbal behavior, and etiquette
expertise.
109. Fill in the blank in the following sentence:
A face-to-face meeting provides the greatest number of __________________ cues and other signals that help us interpret
the intended meaning of words.
110. Fill in the blank in the following sentence:
____________________ involves a desire to show others consideration and respect and to make them comfortable.
111. Define the term etiquette. Then identify and explain five ways that you can exhibit etiquette in the workplace.
112. Identify five characteristics of successful teams and explain the importance of each.
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113. Face-to–face and virtual meetings are both prevalent in today’s workplaces. Compare and contrast strategies for
facilitating and/or participating in each type of meeting, citing at least three similarities and three differences and their
importance.
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.
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Answer Key
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