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58. If your supervisors pat you on the back from time to time, they are entering your ____ zone.
a. personal
b. intimate
c. public
d. social
e. ethnic
59. If you are part of a large audience, the speaker on stage is considered in the ____ zone.
a. personal
b. intimate
c. public
d. social
e. ethnic
60. Listening is
a. a passive process of perceiving a sound.
b. a culturally sensitive process of interpretation.
c. sound waves striking the eardrum.
d. an active process of assigning meaning to sounds.
e. an accommodation to the transmission and reception of messages.
61. Which of the following is not a true statement about hearing?
a. You can hear and still not listen.
b. Hearing is simply perceiving sound.
c. Hearing is a passive process.
d. Hearing tends to tune out "normal" sounds.
e. Hearing involves much more than listening.
62. Which of the following is probably the least developed of the four communication skills?
a. listening
b. seeing
c. writing
d. reading
e. speaking
63. When you give the speaker your undivided attention, you
a. actually give the speaker's comments your undivided attention.
b. focus on how the talk is delivered.
c. focus on how interesting the speaker is.
d. check to see whether the speaker maintains eye contact with the audience.
e. focus on how well groomed and relaxed the speaker is.
64. Which of the following is not a good way to improve your listening skills?
a. Focus on the speaker's content rather than on how the talk is delivered.
b. Keep an open mind to accept new information and points of view.
c. Interrupt the speaker when you have a question or an idea to share.
d. Involve yourself by mentally summarizing what the speaker is saying or by taking notes.
e. Maintain eye contact with the speaker to show interest.
65. When you listen with an open mind, you
a. think you "lose" if you come to agree with the speaker's position.
b. seek to analyze why the speaker is taking a certain viewpoint.
c. contrast the speaker's facts with your experience.
d. apply a subjective frame of reference.
e. consider how the speaker looks, sounds, and acts.
66. Allowing a few moments of silence in a conversation
a. conveys disrespect for the speaker.
b. reduces conflict and promotes consensus.
c. puts pressure on you to rebut the speaker's ideas.
d. shows that you have doubts about the speaker's views.
e. allows the speaker time to elaborate.
67. When you are involved in listening to a speaker, you
a. think about how the information relates to your goals.
b. prevent any uncomfortable silences.
c. plan your response to the main points.
d. identify the weakest arguments and supporting details.
e. focus on the source of the content and evaluate its credibility.
68. Which of the following is not a key to better listening?
a. giving the speaker your undivided attention
b. keeping an open mind
c. not interrupting
d. involving yourself
e. taking comprehensive notes
69. The main reason to make your telephone voice sound pleasant is that
a. you can avoid straining your throat as you speak.
b. the other person may be angry, depressed, or bored.
c. you are applying good listening technique.
d. the other person has no visual cues to supplement your voice.
e. you will remind the other person that the boss may be calling.
70. Which of the following channels is the richest for communicating delicate or controversial messages?
a. texting
b. email
c. face to face
d. voice mail
e. Skype
71. The meaning you attach to time depends on your
a. culture, experience, and communication skills.
b. location, context sensitivity, and power distance.
c. status, culture, and specific situation.
d. familiarity with nonverbal nuances.
e. status as a sender, receiver, or team member.
72. Which of the following is not an example of good telephone technique?
a. Answer all calls by the second or third ring.
b. If a caller asks a question you can't answer, end the call politely.
c. Give the caller your full attention.
d. Ask before you put someone on hold, allowing time for a response.
e. Use the other person's name to personalize the conversation.
73. When you have to leave a voice-mail message, you should
a. give your name, phone number, and the reason for your call.
b. vary the wording to maintain interest if you call back again.
c. explain in detail the reasoning behind your thoughts.
d. request the other person's cell or home phone number.
e. speak impersonally to preserve a professional demeanor.
74. ____ allow companies to engage employees online.
a. Internets
b. Voice messages
c. Bulletin boards
d. Intranets
e. Podcast
75. Which of the following is not good advice for receiving and ending telephone calls at work?
a. Take notes to remember important information.
b. Always say a formal "Goodbye."
c. Use your company's standard greeting.
d. Follow your company's norm when ending the call.
e. Answer the call within two or three rings.
76. The ability to conduct a business meeting is a critical managerial skill because
a. so many meetings are held.
b. the most important business dealings happen in face-to-face meetings
c. most meetings are productive.
d. peers and superiors expect managers to run meetings effectively.
e. no other office personnel can run a meeting.
77. Which of the following is not one of the purposes for calling a meeting?
a. Meetings keep employees informed of events that are related to their duties.
b. Meetings provide a forum for soliciting input.
c. Meetings promote unity and cohesiveness through social interaction.
d. Meetings encourage follow-up later.
e. Meetings lead to the solution of problems.
78. Planning a meeting includes all but which one of the following?
a. identifying the purpose of the meeting
b. determining whether a meeting is really necessary
c. preparing an agenda
d. deciding who should attend
e. including all department employees
79. The first thing you should do before calling a meeting is
a. formulate an agenda.
b. determine who should attend.
c. decide what you want to achieve.
d. plan the schedule and location.
e. designate someone to take minutes.
80. Why should you prepare an agenda even for informal meetings?
a. It will give you a record of what has been discussed.
b. It will help focus the attention of all participants.
c. It enables you to inform participants of the day, time, and place.
d. It will cover reports of previous meetings.
e. It will convince participants of the need for a meeting.
81. Which of the following is not good advice about deciding who should attend a meeting?
a. Decide how each participant's presence is related to your purpose.
b. Consider how group members differ in status within the organization.
c. Don't underestimate the effect of potential group members' hidden agendas.
d. Consider how the potential group members differ in knowledge about the issue.
e. Try to represent the differences in status, knowledge, communication skills, and personal relationships.
82. When planning the logistics of a formal meeting, you should consider
a. using a circular arrangement to facilitate consensus.
b. arranging the chairs in classroom style to encourage interaction.
c. separating participants in satellite format to keep the facilitator far from the door.
d. use a U-shaped setup so all participants can see each other.
e. have participants change tables from time to time to stimulate new thinking.
83. Which is not a function of the leader of a meeting?
a. Encouraging quieter members to participate.
b. Summarizing the accomplishments at the end of the meeting.
c. Ensuring that participants support their ideas with evidence.
d. Stating the purpose and previewing the agenda at the start.
e. Keeping participants focused on agenda items.
84. Which of the following is not a consideration in conducting a meeting?
a. punctuality
b. following the agenda
c. leading the meeting
d. using parliamentary procedure
e. disseminating the minutes
85. When you prepare minutes of a meeting, you should
a. accurately summarize the discussions and decisions made.
b. ask participants to review a draft before sending the final version to the leader.
c. write concisely to save space and avoid numerous subheadings.
d. indicate who made and seconded each motion.
e. follow parliamentary procedure to give the minority a voice.
86. Which of the following is not good advice for texting at work?
a. Don't send texts for important business decisions.
b. Do use texting for quick, logistical messages.
c. Avoid texting during company meetings unless this is generally acceptable at your company.
d. Assume that anything you write may become public.
e. Do send texts to any employee who is under thirty.
87. An unscheduled VoIP or video call may be considered
a. exciting.
b. cheap.
c. intrusive.
d. alarming.
e. technologically advanced.
