Exam
Name___________________________________
MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.
1)
Some research suggests that one’s communication style may indicate a person‘s mental health.
What did this research find?
1)
A)
Individuals are mentally healthy if they take responsibility for their statements and behavior.
B)
Individuals are not mentally healthy if they take responsibility for their statements and
behavior.
C)
Individuals are mentally healthy if they avoid taking responsibility for their statements and
behavior.
2)
What should you do when practicing congruent communication?
2)
A)
Match the communication, verbally and nonverbally, to what others are ready to hear
B)
Blow off steam immediately on getting upset
C)
Match the communication, verbally and nonverbally, to what you are thinking and feeling
D)
Never suppress your feelings of anger or disappointment
3)
The difference between saying “You are stubborn” and “This is the second time we are unable to
reach an agreement” is the difference between what two types of communication?
3)
A)
Congruent and incongruent communication
B)
Person– and problem–oriented communication
C)
Owned and disowned communication
D)
Superior and egalitarian communication
4)
If I own my communication, what does that mean?
4)
A)
I can imply to receivers of my message that I am superior to them.
B)
I can imply to receivers of my message that I want to keep my distance between them and me.
C)
I can sell it to the highest bidder.
D)
I can imply to receivers of my message that I am willing to invest in this relationship.
5)
A manager maintains little eye contact, interrupts subordinates, and criticizes them for feeling a
certain way. He or she is displaying which type of communication?
5)
A)
Indifferent and impervious communication
B)
Rigid and evaluative communication
C)
Indifferent communication
D)
Indifferent and superior communications
6)
You have called an employee into your office to discuss his poor performance. How might you
start the conversation?
6)
A)
“Nice day, don’t you think?”
B)
“Have you given any thought to doing some quality work here?”
C)
“Your performance is below average. What do you plan to do about it?”
D)
“We have a problem here, don’t we?”
E)
“Your output is the lowest in the department. I’m concerned.”
7)
The CEO from headquarters has just arrived. You make some opening comments and she replies,
“I’m glad to be here. I look forward to talking to everyone here that has made this plant number
one.” Looking straight at you she continues, “My time is yours to do as you see fit.” She then looks
at her watch. What type of communication is this an example of?
7)
A)
Incongruent communication
B)
Disowned communication
C)
Supportive communication
D)
Congruent communication
8)
An important goal of counseling is to help the individual
8)
A)
understand clearly what the problem is and how to overcome it.
B)
recognize that a problem exists and identify ways to address the problem.
C)
identify ways in which the problem may be addressed.
D)
get along better with co–workers.
9)
What factor dominates all other factors in determining promotability?
9)
A)
Being able to say “no”
B)
Technical knowledge
C)
Face–to–face communication skills
D)
Effective writing skills
10)
Managers help employees by addressing problems involving employee attitudes. When managers
do this, what is it called?
10)
A)
Counseling
B)
Discipline
C)
Empowerment
D)
Coaching
11)
Which of the following statements is most consistent with coaching (as opposed to counseling)?
11)
A)
“Would you like to talk with me about the interpersonal conflict you are having with your
supervisor?”
B)
“I’m concerned that you seem to be growing less committed to the mission of our
organization. Why don’t you spend a little more time with our customers so that you can
reignite your passion?”
C)
“I’d like to see you work on your attitude. You are often too pessimistic.”
D)
“Let’s plan some time tomorrow for me to walk you through the audit process. I think I can
help you see where you are making mistakes.”
12)
Which of the following is not one of the problems associated with electronic communication?
12)
A)
Although some relationships can be created electronically, effective interpretation and use of
information still depends on the relationship the recipient has with the sender.
B)
People do not place all the rapid–fire messages in context, so much of the information lacks
significance or meaning.
C)
Interpersonal relationships have been significantly enhanced by using electronic
communication methods.
D)
People are bombarded with an overabundance of information, often poorly presented, so they
are less willing to consume all the messages aimed at them.
13)
If you believe people want to do better, to perform successfully, and to be contributors, what
assumption do you make?
13)
A)
Theory X assumption
B)
Theory Y assumption
C)
Theory Z assumption
D)
Stress–free supportive communication assumption
14)
According to the textbook authors, what is the most important skill for building and strengthening
positive relationships?
14)
A)
Intellectual capacity
B)
Innovation
C)
Creativity
D)
Communication
15)
Morgan has a problem. Her date has been late the last three times to pick her up and this upsets
her. Tonight her date is late again. What should she say?
15)
A)
“This is the fourth time you have been late. I want you to know how much this hurts me. I
wonder if your mother knows how you disrespect me.”
B)
Nothing, but when he asks, “What’s wrong?” reply as coldly as possible “Nothing.”
C)
“This is the fourth time you have been late. I want you to know how much this hurts me.
Maybe the next time you should call from the car phone and let me know you are running
late.”
D)
“I can’t believe you are late for the fourth time. This really upsets me! Why are you always so
late?”
16)
Your presentation didn’t go as well as you had hoped. Sam stopped by and remarked, “Everything
will be fine. My first presentation didn’t go half as well as yours.” Sam offered which type of
response?
16)
A)
Probing response
B)
Advising response
C)
Deflecting response
D)
Reflecting response
17)
You notice that since hiring Barbara, she is always working early and stays late; she appears to be
working very hard. Co–workers have commented on how much they enjoy working with Barbara.
Yesterday, in a conversation with her, she remarked how she was unhappy with her performance
but was determined to try harder. This surprised you since you find her very capable, competent,
and hard working. What kind of problem is Barbara most likely facing?
17)
A)
A problem that needs person–oriented communication
B)
A problem that needs counseling
C)
A problem that needs global communication
D)
A problem that needs coaching
18)
When Calvin explained his problem to Melissa, her facial expressions and comments encouraged
him to say more. She occasionally restated to make sure she understood what he was saying. Which
stage of listening was Melissa exemplifying?
18)
A)
Advising
B)
Deflecting
C)
Reflecting
D)
Probing
19)
“Not only does a fairway wood have a larger sweet spot, but it reacts better to bad hits. Thin shots
don’t lose as much yardage as off an iron. Toe shots don’t lose…” You are lost in the discussion of
golf. What type of communication is this person using?
19)
A)
Rigidity
B)
Superiority–oriented
C)
Imperviousness
D)
Indifference
20)
Communication has been studied by numerous people. What are the results of their efforts?
20)
A)
The transmission of accurate messages has improved.
B)
The interpersonal aspects of communication have improved.
C)
Both accuracy and interpersonal aspects of communication have improved.
D)
Neither accuracy nor interpersonal aspects of communication have improved.
21)
Your boss always asks you questions and gives you “air time” to offer your ideas. She is practicing
what type of communication?
21)
A)
Problem–oriented
B)
Validating
C)
Specific
D)
Descriptive
E)
Congruent
22)
Managers pass along advice and information and help employees improve their skills by setting
standards. When managers do this, what is it called?
22)
A)
Delegation
B)
Validating
C)
Coaching
D)
Counseling
23)
You know that your performance has recently declined. You tie this decline to the new software.
Even though you fully understand how to use the new software, you think the software is garbage.
In fact, you campaigned against the software but lost the political battle. Your boss has called you
into her office. What would be the most correct response for the boss to use?
23)
A)
“You do recognize there is a problem, don’t you?”
B)
“Don’t worry… everything will work out. Just give it time.”
C)
“You need to either shape up or ship out. The software stays!”
D)
“I can help you do this better.”
24)
What does person–oriented communication focus on?
24)
A)
Validating the other individual
B)
The traits of individuals
C)
Achieving congruent communication
D)
The problem and its solution
25)
What is the outcome of supportive communication?
25)
A)
The message is delivered accurately and relationships are enhanced.
B)
Other people like you even if they don’t understand you.
C)
You are judged to be a nice person and others listen to you.
D)
You are socially accepted but not viewed as an excellent manager.
26)
You just watched your employee handle a customer poorly. How should you respond?
26)
A)
“What were you thinking? That’s not how we do it here!”
B)
“I don’t like the way you handled the situation.”
C)
“Let me show you how to do it. I can’t believe you are unable to do something so simple.”
D)
“All employees are expected to follow procedures outlined in the employee manual when
dealing with a customer. I am disappointed with the way you handled that situation. Can we
review that policy together?”
12
27)
What is the outcome of each meeting that is held under the personal management interview
program?
27)
A)
Feedback has been given.
B)
Problems have been discussed.
C)
Action items have been formulated.
D)
Information has been shared.
28)
When the speaker’s message is clear, but the listener needs more information to understand it,
which probe is best?
28)
A)
Repetition probe
B)
Elaboration probe
C)
Reflective probe
D)
Clarification probe
E)
A probe is not best. Use a deflective response.
29)
You overhear a conversation where one person says, “You really believe that? I think if you look at
the facts again, I’m sure you would draw a different conclusion.” What would this communication
be an example of?
29)
A)
Practicing problem–oriented communication
B)
Practicing communication that is disowned
C)
Practicing person–oriented communication
D)
Practicing communication that validates the individual
30)
Which variable(s) has research results confirmed to be the most powerful in predicting profitability
for an organization?
30)
A)
Sales growth rate
B)
Supportive communication
C)
Market share
D)
Capital intensity
E)
The combination of market share, capital intensity, firm size, and sales growth rate
31)
You have just practiced descriptive communication to modify some problematic behavior. Your
subordinate replies, “I have an excuse… it is not my fault.” What should you do?
31)
A)
Refocus the communication away from blame or fault toward counseling.
B)
Keep trying to describe the problematic behavior until the subordinate understands.
C)
Point out (without causing defensiveness) to your subordinate that it really doesn’t matter if it
is his/her fault; the problem still exists.
D)
None of the above
32)
You have a tendency to finish your brother’s sentences. This annoys him but it makes you happy.
You are practicing what type of communication?
32)
A)
Respectful
B)
Problem–oriented
C)
Validating
D)
Evaluative
E)
Invalidating
33)
How many attributes of supportive communication are described in the text?
33)
A)
1
B)
3
C)
8
D)
6
E)
None of the above
C
E
34)
When using a probing response, which type of questions work best?
34)
A)
What questions
B)
When questions
C)
How questions
D)
Why questions
35)
You tell your boss that disjunctive communication can occur in three ways. They are (1) controlling
airtime, (2) extended pauses, and (3) topic control. Is what you said to your boss true or false?
35)
A)
All three statements are true.
B)
Statements 2 and 3 are true, but statement 1 is false.
C)
Statements 1 and 3 are true, but statement 2 is false.
D)
Statements 1 and 2 are true, but statement 3 is false.
E)
All three statements are false.
A
A
36)
Your boss tells you, “If you continue to be late, you will lose your job.” Did your boss practice
supportive communication?
36)
A)
No, the comment is person oriented.
B)
No, this is an evaluative comment.
C)
Yes, this is a validating comment.
D)
Yes, even though the comment is evaluative in nature, it is linked to a probable outcome.
37)
Attributes of the PMI program are that (1) the interview is regular and private, (2) each meeting
should last no longer than 15 minutes, and (3) both the manager and subordinate prepare an
agenda for the meeting. Which of these attributes are correct?
37)
A)
Only attributes 2 and 3 are correct.
B)
All three attributes are correct.
C)
Only attributes 1 and 2 are correct.
D)
Only attributes 1 and 3 are correct.
38)
“Either you do it now or never.” Why is this statement useless?
38)
A)
It invalidates the other person’s identity.
B)
It denies any alternatives.
C)
It is an inaccurate representation of reality.
D)
It has potential for hidden agendas.
39)
You asked your boss when you might receive a raise. He responded by telling you how interesting
the travel channel is after 10:00 P.M. What should your response probably be?
39)
A)
An elaboration probe
B)
A repetition probe
C)
An advising response
D)
A reflective probe
E)
A clarification probe
40)
You want to utilize supportive communication. You plan to employ validation in your
communication with your subordinate. In particular, you want to practice areas of mutual
agreement. What will you do?
40)
A)
List the subordinate’s past mistakes to establish a foundation so that new positive steps can be
utilized.
B)
List the subordinate’s disadvantages before his/her advantages to finish on a strong positive
note.
C)
List areas of disagreements first followed by areas of agreement.
D)
List compliments before criticisms.