56.
(p. 139)
Which of the following gestures is used in a specific manner because it has a specific
meaning?
A.
An illustrator
B.
A regulator
C.
A display
D.
An emblem
57.
(p. 139)
The distance of physical space that you maintain between other people and yourself is
known as ____.
A.
proxemics
B.
C.
kinesics
D.
haptics
58.
(p. 139)
In the context of proxemics, Americans typically preserve the first bubble of space for:
A.
romantic partners.
B.
close friends.
C.
family members.
D.
business contacts.
59.
(p. 141)
Which of the following best defines a grapevine?
A.
Messages that are communicated between you and your equals in a formal organization
B.
A network within an organization that communicates incomplete, but usually somewhat
accurate information
C.
A gossip network in an organization that produces mostly false information
D.
Messages that are communicated in keeping with an organization’s chain of command
by flowing both upward and downward
60.
(p. 144)
Which of the following statements is true of cultures across the globe?
A.
Success with clients from high-context cultures depend on several factors other than
the products or services being offered.
B.
In a low-context culture, a written agreement, such as a contract, cannot be taken at
face value.
C.
In a low-context culture, people lay greater emphasis on nonverbal signals as compared
to high-context culture.
D.
For clients from high-context cultures, a written agreement is much more important
than the social context surrounding the contract.
Fill in the Blank Questions
61.
(p. 130)
_____ can be defined as the giving and receiving of ideas, feelings, and information among
people.
6-15
62.
(p. 132)
_____ listening is a type of listening where listeners deliberately choose what they want to
hear.
Selective
63.
(p. 132)
The main cause of selective listening is ____.
information overload
64.
(p. 132)
The ” ______ curve of forgetting” shows that we remember less than half of what we’ve
heard after an hour and about one-fourth after a week.
Ebbinghaus
65.
(p. 133)
An average human being can listen and comprehend up to _____ words per minute.
500
66.
(p. 133)
_____ in communication is the unwillingness to listen to members of groups the listener
believes are inferior, such as other ethnic groups or women.
Prejudice
67.
(p. 133)
_____ words and expressions are those that bring an immediate emotional response from a
listener.
Red flag
68.
(p. 133)
_____ involves listening with greater concentration, less tolerance for distractions, and
more feedback to a speaker.
Active listening
6-16
69.
(p. 134)
Emotional timing refers to the _____ of a listener to hear a message.
emotional readiness
70.
(p. 134)
_____ timing refers to a listener’s situation when a message is received.
Situational
71.
(p. 135)
_____ timing is similar to situational timing and means that communication should fit the
other topics being discussed in a conversation.
Relevance
72.
(p. 135)
When listeners engage in ____, they hear only what they want to hear.
filtering
73.
(p. 136)
According to Albert Mehrabian, nonverbal messages reflect the _____ between speaker and
listener.
relationship
74.
(p. 136)
According to ____, one of the first scholars to study nonverbal communication, showing a
speaker’s attitudes and emotions is one of the functions of nonverbal messages.
Albert Mehrabian
75.
(p. 137)
When you communicate unconsciously, your _____—the way you feel within yourself—is
likely to give you away.
internal climate
6-17
76.
(p. 137)
In communication, a(n) _____ is a point of reference, a place from which to begin.
context
77.
(p. 139)
In the context of gestures, the peace sign used by war protesters in the 1960s is an
example of a(n) ____.
emblem
78.
(p. 139)
_____ can be defined as the distance of physical space that you maintain between other
people and yourself.
Proxemics/Distancing
79.
(p. 142)
In a(n) _____ culture, a written agreement, such as a contract, can be taken at face value.
low-context
80.
(p. 142)
In a(n) _____ culture, the social context surrounding a written agreement is far more
important than the writing itself.
high-context
Short Answer Questions
81.
(p. 130–
131)
Why is communication important at work?
Without effective communication, no workplace can function properly. The importance of
communication in the business world cannot be overstated. The ability to communicate
well on the job is often called the most important job skill for employees. Everything else
about a specific job can be taught. This means that being able to speak well and to listen
well are probably the most important assets you—or anyone—can bring to a job.
82.
(p. 131)
Why is the need to be heard and understood crucial to human relations?
Most people have a very strong need to have others hear them, understand them, and
process the information they receive. This need is so strong that when listening is
purposely withheld, the speaker’s self-esteem can suffer. This can in turn adversely affect
relationships.
83.
(p. 132)
Why do people practice selective listening?
In modern society everyone is constantly bombarded with messages. No one could possibly
give full attention to every message, so many people practice selective listening, which is
when you deliberately choose what you want to hear.
84.
(p. 132)
How do bad communication habits lead to poor listening?
Many reasons for poor listening come from bad communication habits. For example, when
many people assume a subject will be too difficult for them to understand, they fail to
listen. If they had listened, they may have seen how clear and understandable the subject
was, or they could have narrowed down the difficulty with the subject. The opposite often
happens, too. A listener might reject a speaker because the message seems too basic and
beneath the listener’s level of knowledge. In either case, the message is lost.
85.
(p. 133)
How do red flag words affect listening?
Red flag words and expressions are those that bring an immediate emotional response
(usually negative) from the listener, generally because of strong beliefs on the subject.
Some red flag words have implied meanings beyond their literal meaning. Words such as
“communist” or “terrorist” might begin a flood of emotions that would prevent some people
from hearing anything else for quite a while.
86.
(p. 134–
135)
What are the benefits of active listening?
When you improve your listening skills, you will find that you learn more from speakers
than a poor listener does. You will also gain more speakers’ respect as someone who
understands their messages and cares enough to actively listen.
87.
(p. 135)
How does poor situational timing affect communication?
A communication that is totally appropriate in one situation may be out of place in another.
Because of this, a listener usually can’t fully hear a message unless the situation is
appropriate. Bad situational timing can also ruin an otherwise good business undertaking.
88.
(p. 136–
137)
List the three functions of nonverbal communication described by Albert Mehrabian.
The following are the three functions:
(1) Showing the speaker’s attitudes and emotions
(2) Clarifying messages
(3) Showing the speaker’s reactions to the listener
89.
(p. 137)
How does nonverbal communication clarify verbal messages?
Nonverbal communication allows us to understand and interpret meaning in context.
Context is a point of reference, a place from which to begin. Therefore, nonverbal
communication enhances verbal communication.
90.
(p. 137–
138)
In the context of nonverbal communication, define the term “intensity.”
Intensity is a dimension of nonverbal communication that refers to the degree to which you
show serious concentration or emotion. For example, a pleasant greeting could be warmer
and more intense if it is coupled with a handshake.
91.
(p. 139)
In the context of gestures, define displays.
Displays are gestures that are used like nonverbal punctuation marks. These are gestures
that show the emotions going on inside a person, and they effectively reveal just how
strongly people mean what they say. For example, clenched fists displayed during a
committee meeting would likely indicate emotional tension.
92.
(p. 139)
In the context of proxemics, describe the various bubbles of space that most people carry
around themselves.
The first bubble is reserved for intimate relationships, such as with mates, romantic
partners, and children. It extends from physical contact out to 18 inches or so. The next,
from about 18 inches out to 4 feet, is the area saved for close friends. The third bubble,
from about 4 to 12 feet, is used for communicating with business contacts and casual
acquaintances. The last one, from 12 feet on out, is used for the general public.
93.
(p. 141)
What are vertical communication channels in organizations?
In traditional organizations, most messages that need to be communicated must go
through the chain of command. In other words, the flow of messages has to follow the
organizational chart, both upward and downward. These flows of messages are known as
vertical communication channels.
94.
(p. 141)
What are informal organizations?
When communication takes place in an informal context, the rules are less formal but still
very real. Every company that has employees contains an informal organization. The
informal organization is made up of friendships and friendly relationships that establish
themselves naturally in any situation.
95.
(p. 141)
In the context of organizational communication, what is a grapevine?
The informal organization is made up of small groups based on particular interests, beliefs,
and activities. These groups tend to communicate among themselves and with each other
through a network known as the grapevine. It is a network within the organization that
communicates incomplete, but usually somewhat accurate information.
96.
(p. 141)
How is a grapevine different from a rumor mill?
The grapevine is not exactly the same thing as the rumor mill, which is a gossip network
that produces mostly false information. When the informal organization communicates
incomplete but somewhat accurate information, it is called the grapevine.
97.
(p. 141)
Briefly describe one of the most important characteristics of a grapevine.
One of the most important characteristics of a grapevine is that they are often selective:
everyone doesn’t always get all of the information, and everyone doesn’t always get the
same information.
98.
(p. 142)
How is grapevine important to organizations?
We can learn a great deal by staying in touch with the grapevine. When companies have
very poor formal lines of communication, the informal grapevine becomes even more
important. Employees often complain that if it weren’t for the grapevine, they would have
no idea about what was happening.
99.
(p. 142)
List a characteristic of a low-context culture.
In a low-context culture, a written agreement, such as a contract, can be taken at face
value. In other words, one can assume that it means what it says and that it is in itself
100.
(p. 146)
List some actions you can take while interacting with businesspeople from high-context
cultures.
(1) Recognize that people in high-context cultures need to know how to put you into
context, to help them understand you better.
(2) Speak slowly and clearly.
(3) Sprinkle your conversation with at least a few words and expressions from your
listener’s native language—but only if you are sure what they mean, and how to pronounce
them.
(4) Be careful about your nonverbal signals.