When it comes to dealing with angry or rude customers, giving in to their demands is
the most appropriate way to avoid further stress.
a. True
b. False
Presenting a presentation in a style similar to that used in casual conversation is called
conversational quality or a(n) _______________ speaking style.
a. informative
b. extemporaneous
c. ineffective
d. monotone
When the speaking role shifts between one person to another with some frequency, it is
known as
a. presentational listening.
b. conversational listening.
c. informal listening.
d. interchangeable listening.
Needs and concerns of all parties involved are addressed under which approach to
handling conflict?
a. position
b. unite
c. fight
d. flight
The most efficient and productive employees break traditional organizational norms.
a. True
b. False
_____________ and feedback are critical to the success of business and professional
communication.
a. Perspective taking
b. Emotional control
c. Role-taking
d. Expressiveness
_____________, more commonly known as the cause-and-effect relationship, is a type
of inductive reasoning.
a. Cognitive dissonance
b. Causal reasoning
c. Analogical reasoning
d. Deductive reasoning
_________ are exchanges of messages about a particular topic using e-mail,
professional blog space, and other electronic tools to encourage participation that will
ideally lead to new ideas, strategic planning, and sound decision making.
a. Blogs
b. E-mail dialogues
c. Listservs
d. none of the above
Ethics is the discussion, determination, and deliberation processes that attempt to decide
a. what is right or wrong.
b. what others should do or not do.
c. what is considered appropriate in our individual, communal, and professional lives.
d. all of the above
Presentations can have one of two general purposes: to inform or to
a. persuade.
b. entertain.
c. promote.
d. none of the above
Approximately how many women in workplace romances reported motives relating to
the job?
a. 15%
b. 25%
c. 35%
d. 50%
Which of the following is an appropriate use of reward power?
a. giving a good schedule to an employee for consistent timeliness
b. taking away a raise opportunity for an employee’s poor performance
c. giving a good office to a favorite employee
d. all of the above
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
a. kinesics.
b. proxemics.
c. physical appearance.
d. vocalics.
Employees have the right to expect privacy in the workplace.
a. True
b. False
Pauses should be avoided at all costs during a presentation.
a. True
b. False
Poor presenters often make the mistake of either relying solely on ___________ or
relying solely on ____________.
a. research journals; the Internet
b. Wikipedia; the Internet
c. USA Today; research journals
d. their own knowledge; the Internet
We all like to tell and hear stories about people and including this element in your
speech could enhance your presentation.
a. True
b. False
John recently assessed several important issues facing his department and sent his
findings to his superior. This is an example of a(n)
a. proposal.
b. report.
c. planning document.
d. assessment.
Stereotypes are always negative.
a. True
b. False
In the United States, people from various regions use different words when referring to
Coca-Cola, such as soda, pop, soda pop, for example. These word choices refer to the
__________ of a region.
a. dialect
b. syntax
c. accent
d. language
Interpersonal communication can occur between a supervisor and a subordinate.
a. True
b. False
Janet is nervous about an interview she has with a potential employer next Monday, so
she gets her mother, sister, and best friend to run through possible questions she might
be asked. This is an example of a/an
a. scrimmage interview.
b. practice interview.
c. test interview.
d. mock interview.
Alice works for a hospital in an ethnically diverse neighborhood. To ensure everyone
receives competent health care, the hospital places multilingual instructions and
warning signs all around the complex. These practices are known as
a. interpretation systems.
b. language barriers.
c. translation services.
d. cultural competence.
When delivering your speech, you should project your volume by
a. speaking as loudly as possible.
b. speaking in a conversational tone.
c. softly so the audience has to focus to hear you.
d. projecting to an audience member in the back corner.
It’s always better to include more information than you need in a speech.
a. True
b. False
External customers are clients that are external to the company.
a. True
b. False
Jennifer was recently passed up for a promotion in favor of her coworker Ryan.
However, Jennifer finds out from another employee that Ryan has been plagiarizing his
presentations at work. Jennifer knows this isn’t fair, but she doesn’t want Ryan to be
fired either. What is Jennifer experiencing?
a. conflict of interests
b. ethical dilemma
c. teamwork dilemma
d. coworker dilemma
Miguel has designed an intricate PowerPoint presentation that will blow his audience
away. When he arrives, there are no computer capabilities in the room he is presenting
in. Miguel forgot to consider the overall
a. context.
b. surroundings.
c. environment.
d. demographic.
When brainstorming, teams should take the time to reflect on each idea and leave it on
the list or eliminate it immediately to avoid wasting time on it at a later time.
a. True
b. False
________________ occur(s) when the speaker should pause but instead fills the
silence.
a. Awkward looks from the audience
b. Vocal fillers
c. Increased rate of speech
d. Audience disengagement
Spam is a term used to describe the practice of sending fraudulent e-mails in an attempt
to steal sensitive information from the user.
a. True
b. False
Part of the role of a manager is to make sure vacant positions are filled as quickly as
possible.
a. True
b. False