44) Amy volunteers at a helpline for kids. Though she is not a qualified counselor, her job is to
listen to the callers, and understand their feelings and points of view. She is trained not to judge
the speaker’s feelings and doesn’t jump in with advice unless the person asks for it. Instead, she
lets the callers know that she appreciates their feelings and understands the situation. Once she
establishes that connection, she helps the speaker search for a solution. This is an example of
which of the following types of listening?
A) selective listening
B) critical listening
C) empathic listening
D) content listening
E) creative listening
45) Which of the following is an aid to effective listening?
A) lack of common ground
B) ignoring personal biases
C) prejudgment
D) listening selectively
E) selective perception
46) Which of the following is the accurate sequence of steps in the listening process?
A) receiving, evaluating, responding, decoding, remembering
B) remembering, evaluating, responding, receiving, decoding
C) receiving, decoding, remembering, evaluating, responding
D) receiving, responding, remembering, evaluating, decoding
E) receiving, remembering, evaluating, decoding, responding
47) Using one’s own values, beliefs, ideas, and expectations to assign meaning to sounds and
words is called ________ in the listening process.
A) receiving
B) evaluating
C) responding
D) analyzing
E) decoding
48) Which is the first step in the listening process?
A) decoding
B) reacting
C) evaluating
D) receiving
E) remembering
49) In the listening process, the step that involves storing the received information for future
processing is ________.
A) encoding
B) remembering
C) stocking
D) decoding
E) computing
50) ________ leads listeners to filter incoming messages to fit what they already believe about a
given subject.
A) Selective perception
B) Critical listening
C) Empathic listening
D) Active listening
E) Misdirection
51) In selective listening, listeners ________.
A) filter messages to fit what they already believe about a subject
B) tend to take control of the conversation
C) tune out until they hear something that gets their attention
D) make up their minds before truly listening to the speaker
E) make a conscious effort to turn off their own filters and biases
52) Which of the following is a barrier to effective listening?
A) content listening
B) selective listening
C) empathic listening
D) critical listening
E) active listening
53) Abby is at a technical seminar on biotechnology. Though she is supposed to be taking notes,
her mind begins to wander. She only begins to pay attention again when the speaker turns the
discussion to cloning, because she has an interest in the subject. Which of the following
describes Abby’s type of listening?
A) selective listening
B) content listening
C) empathic listening
D) active listening
E) critical listening
54) One of the barriers to effective listening is prejudgment. This refers to ________.
A) staying tuned out until you hear a word or phrase that gets your attention
B) filtering incoming messages to fit what you already believe about a given subject
C) making up your mind before truly hearing what the speaker has to say
D) evaluating the meaning of the speaker’s message, the speaker’s intentions and motives
E) making a conscious effort to turn off your personal filters and biases
55) Which of the following is NOT a part of effective listening?
A) content listening
B) critical listening
C) summarizing
D) questioning
E) selective listening
56) Listening is the most important skill needed to get things done in the workplace. Which of
the following is true for effective listening?
A) Taking notes during a lecture is not advised as it is a distraction from the speaker.
B) Questioning the speaker or criticizing his argument is a sign of ineffective listening.
C) Certain nonverbal signals from the audience discourage the speaker.
D) Effective listening can only take place when the audience shares the speaker’s views.
E) Trying to understand the speaker’s motivations and beliefs is an obstacle to effective listening.
57) Parker has been a long-time supporter of one candidate for governor, whose policies and
views he understands and agrees with. His editor sends him to cover a press conference for the
opponent, whose policies he does not agree with at all. The editor tells him to listen with an open
mind. Which of the following should Parker avoid?
A) adjusting listening style to the topic
B) overlooking stylistic differences
C) giving the speaker nonverbal feedback
D) mentally paraphrasing key points
E) selectively perceiving information
58) ________ communication is the process of sending and receiving information, both
intentionally and unintentionally, without using written or spoken language.
A) Nonverbal
B) Qualitative
C) Selective
D) Basic
E) Visual
59) Which of the following is true for nonverbal communication?
A) Nonverbal communication has no effect on verbal communication.
B) Nonverbal communication is always unintentional.
C) Touch is the primary mode of nonverbal communication.
D) Nonverbal signs and signals have the same meanings across cultures.
E) Nonverbal signs have the ability to weaken a verbal message.
60) Cosmetics company LeDeux needs to salvage its reputation after a safety scare and product
recall. The CEO holds a press conference to reassure consumers that their concerns have been
addressed and the products are now safe, explaining the measures taken to address the problem.
Though his speech is worded perfectly and he answers questions from reporters well, the
following day’s newspapers are skeptical about his claims, saying he seemed nervous and ill-at–
ease during the conference. Which of the following is an accurate explanation for this?
A) The reporters were determined to disbelieve the CEO’s message.
B) The CEO’s nonverbal communication did not match the spoken words.
C) Press conferences are not an effective way of conveying a message.
D) Product safety messages are best conveyed through demonstration, not explanation.
E) The CEO’s nonverbal communication strengthened his message.
61) ________ is/are the primary means of expressing emotions nonverbally.
A) Gestures
B) The face
C) Personal appearance
D) Touch
E) The use of time and space
62) Nonverbal messages ________.
A) are always intentional
B) have no effect on verbal communication
C) are universal across cultures
D) are rarely misinterpreted
E) are either intentional or unintentional
63) Which of the following is true for nonverbal communication?
A) Vocal characteristics are both intentional and unintentional means of nonverbal
communication.
B) The meaning of gestures remains constant, though facial expressions may differ.
C) Eye contact has a universal meaning across cultures and languages.
D) Intentional postures or gestures are not means of nonverbal communication.
E) All nonverbal communication is unintentional, while all vocal communication is intentional.
64) Which of the following statements about touch as a means of nonverbal communication is
true?
A) Touch is a means of nonverbal communication that is not likely to be misinterpreted.
B) Touch carries only intentional nonverbal messages.
C) Touch is a universal means of offering comfort and reassurance and can be used across
cultures.
D) Attitudes to touch vary from culture to culture, but remain consistent within a single culture.
E) Individual attitudes to touch vary widely, even within a single culture.
65) A pharmaceutical company has branches across the country. It needs to cut costs and so
decides to hold a teleconference instead of a face-to-face meeting. In this scenario, which of the
following forms of nonverbal communication is likely to have the most impact on the
effectiveness of the meeting?
A) hand gestures
B) vocal characteristics
C) facial expressions
D) personal appearance
E) spatial relations
66) Which of the following is true for the use of mobile phones in the workplace?
A) Mobile phones have the potential to boost productivity if used mindfully.
B) Texting during meetings is now an accepted practice in offices.
C) Mobile phone etiquette demands that all incoming calls are answered immediately.
D) Restrictions on mobile phone use during meetings drains productivity.
E) It is permissible to make unlimited personal calls during work hours if you use a mobile
phone.
67) Which of the following statements about workplace etiquette is true?
A) Dress codes in the workplace only matter if you interact with clients daily.
B) Using strong perfumes, shampoos or after-shaves is acceptable as long as no one is allergic to
them.
C) Mobile ringtones should reflect personality and therefore be very audible at all times.
D) Personal appearance in the workplace sends a strong signal to colleagues and customers,
therefore you should dress as differently from other people as possible.
E) Dressing modestly and simply is always recommended, whatever the company dress code.
68) Which of the following is proper etiquette during a business meal?
A) only answering urgent calls during the meeting
B) discussing subjects like politics or religion at the beginning of the meal
C) making conversation by asking personal questions
D) beginning with business at the beginning of the meal
E) using a mobile phone for other business calls
69) Ellen is the moderator of her company’s complaints forum. Customers post their queries or
complaints on the forum, and Ellen provides them answers or solutions. Which of the following
guidelines must Ellen follow?
A) Avoid long words; wherever possible, use shortened spellings and acronyms.
B) Always start new topics on the original thread; don’t change threads.
C) Use acronyms to save time and make it easier for readers to skim through.
D) Focus on the subject at hand, not on personal characteristics of respondents.
E) In order to save time for readers, avoid providing supporting statements.
70) Which of the following is good etiquette for online business communications?
A) using informal and nonstandard spelling, grammar, and punctuation
B) multitasking while using IM or other tools
C) always using the “reply all” function to reply to emails
D) using colleagues’ personal pages to send business messages
E) assuming that what you type will be read by your boss or the security staff
71) Which of the following is a violation of workplace etiquette?
A) switching off mobile phones during meetings
B) multitasking while using IM for business communication
C) assuming that anything you type will be stored forever and read by other people
D) avoiding the use of “reply all” when replying to emails
E) using virus protection when sending a file