Successful negotiators focus on the means of achieving a goal, not the goal itself.
Answer:
During a job interview, a job candidate can establish rapport and set a powerful tone by
assuming a relaxed, slightly sprawling body position.
Answer:
There is a single best answer for every ethical dilemma, and a person who does not
enact that one best behavior is acting unethically.
Answer:
A general goal indicates whether you want your speech to be informative, persuasive,
or entertaining.
Answer:
It isn’t important to learn about an organization’s culture before you accept a job
because organization’s cultures change quickly.
Answer:
To claim that “either you’re with us or you’re against us” is a logical fallacy.
Answer:
“How might you address a customer if they began to make violent threats?” is an
example of an opinion question.
Answer:
When Corazon uses a cliché such as “Let’s push the envelope,” her teammates will
know precisely what she thinks they should do.
Answer:
Pie charts are useful for illustrating how resources have been allocated.
Answer:
In a structured interview the majority of questions are usually closed ones.
Answer:
Imagine you are trying to sell a new copy machine. If you get your audience excited
about several nifty features of copy machines and then explain how your product will
give them those features, you are using a criteria satisfaction pattern of organization.
Answer:
The most effective interviews are those that happen spontaneously, with little or no
planning.
Answer:
Research shows that conflict is a negative influence in business and therefore should be
avoided as much as possible.
Answer:
A telephone log can note things that were not said or done, as well as matters that were
attended to.
Answer:
Francois doesn’t ask his supervisor for clarification, even when he doesn’t clearly
understand instructions. That’s because Francois doesn’t want to appear ignorant.
Francois’ habit of not asking questions is likely to help him rise quickly to the top of the
career ladder.
Answer:
Mindful listeners are clear about their listening goals, and apply the best style of
listening for that goal.
Answer:
A competing approach to conflict management can also be called a “zero-sum”
approach.
Answer:
When employees feel cynical about the value of the workplace meetings they are
required to attend, this cynicism contributes to a negative organizational culture.
Answer:
To dress effectively for presentations you should always wear formal attire.
Answer:
An instructor’s goal is to find out how a student sees her. She asks, “How would you
say most of your classmates view me?” This is an example of an indirect question.
Answer:
When you deliver your speech, it’s appropriate to use personal pronouns and
contractions.
Answer:
Disorganized speakers often include irrelevant information while leaving out
information the audience needs to know in order to understand the key points.
Answer:
Cultivating informal networks within and outside your organization can benefit your
career.
Answer:
Workers with effective teamwork skills are typically considered to be more valuable
employees than talented and innovative solo players.
Answer:
Because communication is an ongoing process, it isn’t important to think before you
speak. You can erase any negative impact of your words by apologizing later.
Answer:
An interviewee has the most latitude and freedom with open-ended questions.
Answer:
A group member who asks others for task related information is playing the role of
“information seeker”.
Answer:
Surveys show that speakers who use visual aids are usually less concise than speakers
who do not use visual aids.
Answer:
If you are bullied in the workplace, your most effective response would be simply to
reframe the offensive remarks and let it go.
Answer:
The functional perspective of leadership allows us to diagnose a troubled group to see
which functions are not being filled and then take steps to fill those functions.
Answer:
To save time, it is often best to deliver a presentation in an off-the-cuff manner (that is,
“wing it”), instead of developing it in advance.
Answer:
If the audience isn’t already aware of your qualifications, it’s helpful to establish your
competency early in the speech.
Answer:
After you cite a source in a presentation, don’t waste time by interpreting the material
for the audience; it’s better to move quickly to the next citation.
Answer:
A briefing should include an attention getter, a detailed explanation of main points and
supporting points, and a memorable conclusion.
Answer:
A speaker’s credibility will be damaged if the audience believes she or he is dishonest,
whether or not she or he really is dishonest.
Answer:
To ensure that you don’t make any mistakes in your opening lines, it is a good idea to
look at your notes while you are delivering your attention-getter to the audience.
Answer:
The term ‘scannable résumé” describes a template you can download from the Internet
to help you create a résumé with a professional appearance.
Answer:
A comparative-advantages organizational plan presents several alternative plans at the
same time and then shows why yours is best.
Answer:
One important characteristic of groups is interdependence of members.
Answer:
Rodayne’s friends say he is an excellent communicator. His listening ability has helped
him develop and maintain a number of positive relationships, and he is extremely
sensitive to the feelings and ideas of others. Which listening style preference do
Rodayne’s actions illustrate?
A. relational
B. analytical
C. task-oriented
D. critical
Answer:
All of the following characteristics except _____________ can help define culture.
A. religion
B. socioeconomic background
C. sexual orientation
D. All of these characteristics can affect culture.
Answer:
As you analyze yourself as a speaker, it’s recommended that you ask yourself all of the
following questions EXCEPT
A. How can I imitate my favorite public speaker?
B. What do I want my listeners to gain from my presentation?
C. Am I enthusiastic about my topic?
D. Do I have sufficient knowledge about my topic?
Answer:
One good reason to take a collaborative approach to conflict is:
A. An emergency demands quick, decisive action.
B. Your goals are trivial.
C. Both parties have important concerns and the long-term working relationship
between the parties is important.
D. You need to enforce an unpopular, but ethical and necessary action.
Answer:
All of the following activities EXCEPT __________________ will distinguish you as
a professional, serious person, worth the interviewee’s time and effort.
A. sending emails or letters that contain spelling and/or grammar errors.
B. giving your interviewee in advance a list of topic areas and questions you hope to
cover.
C. following up with a second letter e-mail or phone call to confirm your interview.
D. sending a letter of thanks after the interview.
Answer:
Which type of organizational pattern is sometimes referred to as a “catch-all”
approach?
A. chronological
B. topical
C. problem-solution
D. cause-effect
Answer:
Use a __________________ pattern of organization when the audience is not
pondering a choice among alternative plans for solving a problem.
A. sales pitch
B. criteria satisfaction
C. comparative advantages
D. chronological
Answer:
Which of the following is NOT an accurate statement?
A. William Schaffer, International Business Development Manager for Sun
Microsystems has stated, “If there’s one skill that’s required for success in this industry,
it’s communication skills.”
B. There is a significant difference between communication skills of physicians with
and without malpractice claims.
C. Workers in high-tech fields do not need good communication skills.
D. Poor communication is one of the most common reasons for errors in shooting
among officers of the Los Angeles Police Department.
Answer:
Which of the following actions would NOT be likely to boost the effectiveness of your
team?
A. If most team members are highly task-oriented, open each meeting with a non
task-oriented activity such as sharing jokes and personal news.
B. If most team members are looking for fun and companionship, arrange for a group
party at one of the members’ homes.
C. If most team members have busy schedules, concentrate on keeping meetings to a
minimum.
D. If one member craves recognition, compliment him whenever you can sincerely do
so.
Answer:
Which of the following is NOT mentioned in your text as a reason for presenting your
ideas in person rather than in written form?
A. If a presenter speaks with knowledge, enthusiasm, and confidence, an oral message
can be more persuasive than a written message.
B. It is more efficient to present your ideas in person than in writing because a verbal
presentation requires less preparation time than a written presentation.
C. By presenting your ideas enthusiastically in person, you can influence people in a
way that a written document might not.
D. When you deliver your presentation in person, you can answer questions and clarify
points.
Answer:
Which of the following is NOT identified in your text as a strategic goal?
A. Relational communication
B. Unintended communication
C. Instrumental communication
D. Identity management
Answer:
According to Fisher’s stages of group problem solving, some groups never move
beyond the conflict stage. This could occur for any of the following reasons EXCEPT:
A. Members end their disagreement by finding a mutually acceptable solution.
B. A majority overrules the minority without taking time to adapt to any of their
interests.
C. Time runs out, so a quick decision is made that no one really likes.
D. The manager ends up making the decision.
Answer:
Which of the following is NOT an aspect of the organizer’s pre-meeting preparation?
A. Advise members how to prepare for the meeting.
B. If individual members have specific assignments, remind them.
C. Decide on the order of the agenda items.
D. All of these are aspects of pre-meeting preparation.
Answer:
The ADA guarantees that people with disabilities
A. are given preference in being hired.
B. don’t have to function in mainstream culture.
C. get to be interviewed first for jobs and have longer interviews.
D. receive reasonable accommodations in employment.
Answer:
In the Model of Communication, the ‘sender” refers to a person who is
A. encoding ideas into words or nonverbals.
B. interpreting words and gestures.
C. buying a stamp for a letter.
D. bilingual.
Answer:
What type of delivery style mentioned in the textbook is carefully planned and well
rehearsed, but is not delivered word-for-word?
A. manuscript
B. extemporaneous
C. memorized
D. impromptu
Answer:
A presentation delivered upon the completion of an undertaking is called a
____________ report.
A. final
B. feasibility
C. progress
D. technical
Answer:
The highest-performing organizations tend to favor the ___________ approach to
problem solving.
A. win-lose
B. lose-lose
C. win-win
D. compromise
Answer:
Language that sets off an intense emotional reaction in a listener is referred to as
A. jargon.
B. trigger words.
C. ambiguous words.
D. equivocal speech.
Answer:
All of the following are expressed in biased language EXCEPT
A. Who are you trying to kid?
B. Let’s consider the consequences of this plan.
C. Well, that idea is a real winner.
D. What a hare-brained notion.
Answer:
A disadvantage of using a flip chart is that
A. it may be too small for people in the back of the audience to see clearly.
B. it’s low tech, so there’s little chance for equipment failure.
C. it is easy to set up.
D. you can write on it during the presentation.
Answer:
Which of the following demonstrates a focus on solving problems, not controlling
others?
A. “You need to take on more responsibility next year.”
B. “Why didn’t you report your error to accounting sooner?”
C. “So, how are you going to get yourself out of this mess you’ve made?”
D. “Our “rejected products” count has increased by 10% in the past month. Can you
suggest any remedies?”
Answer:
Referent power is a function of
A. a person’s job title.
B. the punishment a person can impose.
C. a person’s intelligence.
D. the degree to which a person is respected.
Answer:
Choose the best answer to the interview question, “Why should we hire you?”
A. “I understand from your website that your most popular product is Zanos. I’ve been
using Zanos for three years now. I’ve shown several of my friends how effective it is,
and now they’re buying it, too. With my knowledge of the product and my enthusiasm
for it, I can be a sincere and valuable sales rep.”
B. “I really need the money.”
C. “I just completed my Associates Degree, and I’m ready to work.”
D. “I am a hard-working, motivated, people-person.”
Answer:
Brent is being interviewed for a position as a medical technician at UXM Technologies.
Near the end of the interview, the interviewer asks, “Do you have any questions for
me?” Which of the following questions would be a good choice for Brent to ask?
A. “How much vacation time will I get during the first year?”
B. “Will you pay for my uniforms or do I need to pay for them myself?”
C. “I’ve read that UXM focuses on teamwork. What qualities have you found to be most
helpful for an ideal team player?”
D. “Do you mind if I arrive late on snowy days?”
Answer:
All of the following are true about presentation software EXCEPT:
A. you can create charts, graphs, and tables that illustrate the supporting points of your
speech.
B. presentation software will always communicate your message effectively.
C. you can create special effects and elaborate animations.
D. you can print a copy of your slide show and duplicate it to distribute as handouts.
Answer:
If you were giving a tour of your company’s facilities to a group of investors and you
organized the tour based on the location of the various divisions, which of the following
organizational patterns would you be using?
A. chronological
B. spatial
C. topical
D. motivated sequence
Answer:
All of the following are true about a parliamentary procedure motion except:
A. A motion should address a single issue.
B. A motion can only be amended by its sponsor.
C. A public vote of the members is required in order for a motion to be adopted.
D. A motion cannot be acted on until it is seconded.
Answer:
During a meeting, if the discussion rambles on after a decision has been made,
A. let the discussion occur, because it is beneficial.
B. ask the talkative member to be quiet.
C. summarize what has taken place in the meeting, then redirect the discussion.
D. change the subject.
Answer:
Angelia has recently begun making a lot of mistakes on her day job. She has not been
listening attentively to her supervisor’s instructions. Angelia is no longer attentive
because she is exhausted. She has taken on a second job at night so she can pay off her
credit card debt. In the above example, which type of noise is causing a breakdown in
the communication process between Angelia and her supervisor?
A. physiological noise
B. defensiveness
C. supervisory noise
D. subtle noise
Answer:
Which of the following types of statements is likely to promote a supportive climate?
A. descriptive statements expressed in “I” language
B. statements that focus on identifying who is to blame for a problem
C. indifference to coworkers’ needs and challenges
D. conversations in which both parties accuse the other
Answer:
Les and his colleagues are working on a large construction project. The environmental,
architectural, and marketing specialists are located in three different geographic
locations. Team members don’t have time to fly to a central location every time a
meeting is needed, yet they want to see each other’s nonverbals. Which of the following
types of virtual meetings would you suggest to this team?
A. teleconference
B. chat room
C. videoconference
D. listserve
Answer:
Which of the following is NOT a guideline from your text for accepting an award?
A. Don’t act surprised, even if you are surprised.
B. Say thank you at the beginning and again at the end of your presentation.
C. Explain how the reward makes a difference in your life.
D. Remember that brevity is important.
Answer: