53) A listener’s summary of a speaker’s words shows that the listener correctly understood the
speaker’s message. Which of the following must be true?
A) The speaker used clear, simplified language.
B) The listener used active listening.
C) The speaker sent a clear message and the listener successfully received the message.
D) Either the speaker sent a clear message or the listener was able to interpret an unclear
message successfully despite its lack of clarity.
54) When is it acceptable for a speaker to use language that is not simplified?
A) when both the listener and speaker have the same language as their native tongue
B) when the listener showed no problem in understanding previous messages of similar
complexity
C) when both the listener and speaker speak English but English is not the first language of
either of them
D) when both the listener and speaker speak the different languages
55) When is it strongly recommended that a speaker use language that is highly simplified?
A) when both the listener and speaker speak the same language
B) when both the listener and speaker speak different languages
C) when both the listener and speaker speak English
D) when both the listener and speaker speak a language other than English
56) Who should never use jargon?
A) a judge telling a witness how to testify
B) a surgeon giving orders to her staff
C) a plumber ordering parts from a supply store
D) a coach telling a quarterback what play to use
57) What kind of process is listening?
A) effortless
B) emotional
C) passive
D) active
58) When would be the best time to deliver “bad news” to your boss?
A) when you also have good news to deliver
B) on a day when the boss is not busy and can concentrate on how to respond to the news
C) when you have no good news to deliver
D) on a day when the boss is very busy and has no time to concentrate on how to respond to the
news
59) Which of the following accounts for people’s minds wandering while they listen to a
speaker?
A) Listeners listen at a slower rate than speakers speak.
B) Listeners listen at the same rate that speakers speak.
C) Listeners listen at a faster rate than speakers speak.
D) Listeners adjust their listening rate to the speaker’s rate.
60) To bridge the gap between speaking and listening, how would speakers need to change their
speaking rate?
A) Speakers would need to increase their speaking rate by a factor of 5 to increase their speaking
rate from about 80 words per minute to about 400 words per minute.
B) Speakers would need to increase their speaking rate by a factor of 2 to 3 to increase their
speaking rate from about 125 to 200 words per minute to about 400 words per minute.
C) Speakers would need to decrease their speaking rate by a factor of 2 to decrease their
speaking rate from about 400 words per minute to about 200 words per minute.
D) Speakers would not need to increase their speaking at all. Instead, listeners would need to
double their listening rate to catch up with speakers.
61) How does empathy improve the communication process?
A) Empathy helps the speaker focus on what the listener would like to hear.
B) Empathy helps the listener focus on the speaker’s actual words.
C) Empathy helps the listener get rid of preconceived notions of what the speaker is trying to
say.
D) Empathy helps the speaker get rid of preconceived notions of what the listener is trying to
hear.
62) Which of the following best explains why it is a good idea for a person to cool down before
sending off an angry message?
A) Emotions are permanent. People never change their view of a situation after their emotion
fades.
B) Emotions are long-lived. People often change their view of a situation after their emotion
changes.
C) Emotions are short-lived. People often change their view of a situation after their emotion has
time to cool.
D) Emotions are short-lived. People often retain their view of a situation even after their emotion
changes.
63) Everything a manager does involves communication.
64) In order to be sent, a message needs to be decoded.
65) Success in communication always involves reasoning skills.
66) Some messages, like spoken words, do not need to be encoded to be sent.
67) A channel is an actual physical product.
68) Feedback is a response that confirms a message.
69) One advantage of a written communication is that it provides a record of the information.
70) One disadvantage of verbal communication is that it is hard to get feedback.
71) Body language and facial expressions are the only forms of nonverbal communication.
72) Verbal intonation can be a part of written communication.
73) Nonverbal communication is a minor part of the communication that takes place during a
conversation.
74) An example of filtering is telling your boss what he or she wants to hear.
75) Selective perception involves deception on the part of the person sending a message.
76) Emotions can cause a single message to be interpreted in two different ways.
77) Context, culture and content are the three common variables that influence a person’s
language.
78) Active listening works best when a listener demonstrates empathy, the ability to listen
without making premature judgments when listening.
79) The average person can speak about 400 words a minute and can listen at 150 words per
minute.
80) Verbal intonation refers to how loud the speaker speaks.
81) Filtering refers to how a listener hears only what he or she wants to hear.
82) When information is passed to senior level managers, it is usually edited and filtered to put
the speaker in the best possible light.
83) Selective perception involves a listener hearing what he or she wants to hear.
84) In today’s world, modern devices prevent the possibility of information overload.
85) Jargon has no place in effective communication.
86) Communication in the U.S. business world typically does not strive for clarity.
87) Emotions rarely interfere with effective communication.
88) Language that is acceptable for one audience can be a barrier to effective communication for
another audience.
89) There is no difference between males and females in communication style.
90) In the United States, most managers tend to prefer informal over formal communication.
91) In Japan, managers use formal communication to seek consensus.
92) The purpose of feedback is to ensure that a message was received and understood.
93) Active listening requires making super-quick judgments immediately after a person begins
speaking.
94) Nonverbal communication is an important part of active listening.
95) An active listener should never interrupt the speaker by asking questions.
96) The average person can take in information at a much faster rate than is communicated
through speech.
97) A good rule of thumb is never to try to communicate an important message until your
emotions are under control.
98) In a short essay, list the seven elements of the communication process and explain the
process of interpersonal communication.
99) In a short essay, discuss the two best-known types of nonverbal communication.
100) In a short essay, explain how filtering can serve as a barrier to effective communication.
101) In a short essay, explain how selective perception can serve as a barrier to effective
communication.
102) In a short essay, explain how emotions can serve as barriers to effective communication.
103) In a short essay, explain how language can serve as a barrier to effective communication.
104) In a short essay, explain how national culture can serve as a barrier to effective
communication.
105) In a short essay, explain how information overload can serve as a barrier to effective
communication.
106) In a short essay, explain how gender can affect communication.