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SAGE Publishing, 2019
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59. The five typical response styles include reflecting, reassuring, ______.
a. advising, assisting, and supporting
b. diverting, probing, and sympathizing
c. advising, diverting, and probing
d. probing, listening, and advising
60. Logan manages a popular paintball business and oversees 15 employees. Even
though he worked his way up and has a good amount of experience, he is careful to not
be too quick to offer advice to his employees when they come to him with problems.
Logan does this because he knows that ______.
a. employees will lose respect for him if he gives them advice
b. it tends to close or limit discussion
c. it’s always better for employees to figure things out on their own
d. it tends to direct the flow of communication away from the receiver to the sender
61. When probing, ______ questions are preferable to “why?” questions.
a. “when?”
b. “where?”
c. “who?”
d. “what?”
62. Effective mangers ask good questions for clarity to ensure they understand the
message they are receiving This response style is called ______.
a. reassuring
Instructor Resource
Lussier, Management Fundamentals 8e
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b. diverting
c. reflecting
d. probing
63. “Don’t worry, everything will be okay” is an example of a ______ response.
a. diverting
b. advising
c. reassuring
d. empathetic
64. Which of the following is a good probing response?
a. Why do you feel this way?
b. What do I do to cause you to feel this?
c. Why don’t you try this solution?
d. Why are you asking me?
65. Reflecting responses should not ______.
a. paraphrase the message
b. communicate understanding
c. use the sender’s exact words
d. communicate acceptance
Instructor Resource
Lussier, Management Fundamentals 8e
SAGE Publishing, 2019
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66. An appropriate reflecting response is ______.
a. “What am I doing that annoys you?
b. “My checking up on you annoys you?”
c. “Why do you think I am annoying?
d. “Why wouldn’t I check on you?”
67. Understanding and dealing with emotions (yours and others) depends on one’s level
of ______.
a. emotional stability
b. emotional intelligence
c. emotional quotient
d. emotional awareness
68. The dimensions of emotional intelligence include all of the following, EXCEPT
______.
a. self-awareness
b. self-consciousness
c. self-management
d. self-motivation
69. It is said one needs IQ, EQ, and ______ to succeed.
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a. “I got a clue”
b. “Minding one’s Ps and Qs”
c. “Patience in the queue”
d. “Strokes of genius from the blue”
70. It important to remember that when someone gives you criticism, they probably want
to ______.
a. test your emotional intelligence
b. toughen you up
c. help you succeed
d. make themselves feel important
71. ______ refers to understanding and relating to another’s feelings.
a. Emotional intelligence
b. Emotional quotient
c. Empathic listening
d. Empathic communication
72. Lavern and Donald are coworkers on a large branding campaign. While the project
is on track, Lavern feels that she is doing all of the work and that Donald is treating her
like a second-class citizen. Lavern comes to you and says, “Donald is a complete jerk
and he really needs to get fired!” Which of the following is an appropriate empathic
response for you to offer her?
a. “You got that right…I cannot stand that guy!”
b. “So it seems you have a problem with Donald. Is there something else going on?”
Instructor Resource
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23
c. “You seem to resent that Donald was hired for the project. Who did you want hired?”
d. “You resent Donald for not doing his share of the work; is this what you mean?”
73. Sadie is mentally paraphrasing what her professor is saying about the next
assignment and creating mental summaries of each part of the assignment as he
continues to talk. However, she’s being careful not to come to any conclusions about
the assignment, such as how hard it might be, until she’s heard everything he has to
say. Sadie is currently engaged in the process of ______ as she receives the message
her professor is sending.
a. checking understanding
b. listening
c. analyzing
d. recoding
74. Lena is talking to her supervisor, Seiko, about the task that was just delegated to
her. Lena is repeating parts of what Seiko said back to her, using her own words, of
course. Lena is also asking questions about certain elements of the task and she’s
carefully observing Seiko’s nonverbal behavior, looking for signs that Seiko understands
what she’s saying. Lena is currently engaged in the process of ______.
a. recoding
b. checking understanding
c. listening
d. analyzing
75. ______ is the process of thinking about, decoding, and evaluating the message.
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Lussier, Management Fundamentals 8e
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a. Analyzing
b. Recoding
c. Listening
d. Checking understanding
76. ______ listening is the process of not just hearing what was said, but also
remembering the message, which requires concentration.
a. Analytical
b. Retentive
c. Introspective
d. Critical
77. Which of the following is NOT generally true about women in the workplace as
compared to men?
a. Women are more likely to check in with their employees frequently.
b. Women are more likely to treat others as equals.
c. Women are more likely to ask for a raise and apply for promotion.
d. Women are more likely to try for collaboration.
78. Millennials want ______ at work, but they display far less of it than those of older
generations.
a. trustworthiness
b. communication
c. leadership
d. empathy
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Lussier, Management Fundamentals 8e
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79. Software has been developed that will check for ______ to improve your e-mails to
ensure that your intentions will be properly understood and to help you develop and
maintain good relationships.
a. biases
b. empathy
c. slang
d. defensiveness
80. Which social media platform do companies use to identify what customers might do
or buy in the future to aid in developing strategic plans?
a. Pinterest
b. Facebook
c. Twitter
d. LinkedIn
True/False
1. Upward vertical communication allows employees to participate in management
decisions and improves performance.
Instructor Resource
Lussier, Management Fundamentals 8e
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2. Managers spend around 28% of their workday on e-mail.
3. Information is unorganized facts and figures, whereas data is information converted
into a form that helps people make decisions and do their jobs.
4. Information networks refer to the technology used to store, process, and distribute
useful information.
5. Facebook is considered a type of information network.
6. Within an information network, customers and suppliers have direct communication.
Instructor Resource
Lussier, Management Fundamentals 8e
SAGE Publishing, 2019
7. The phenomenon of employees working in the evenings and weekends through their
various devices is called “the second shift.”
8. Approximately half of all employees admit to using their work computers for personal
use.
9. The number one source of cybercrime against organizations is external hackers.
10. Transactional processing systems are used to handle routine and non-routine
business matters.
Instructor Resource
Lussier, Management Fundamentals 8e
SAGE Publishing, 2019
11. Encoding is the process of translating the message into a meaningful form and
determining if feedback, a response, or a new message is needed.
12. Filtering is the process of altering or distorting information to project a more
favorable image.
13. Face-to-face and phone conversations are more effective and faster than email/text
and responding back and forth multiple times.
14. Vocal quality is considered part of one’s body language.
15. Speaking to someone on the phone provides the highest levels of media richness.
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Lussier, Management Fundamentals 8e
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16. When sending a message, it is important to follow a set of steps known as the
message-sending process.
17. Asking the receiver if they have any questions is a good way to check if the
message has been received.
18. There is a difference between listening and active listening.
19. Before you can respond appropriately to a message, you need to understand what
the person needs from you.
20. “You will make it!” is an example of a probing response.
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Lussier, Management Fundamentals 8e
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21. Like advising, reflecting tends to redirect, close, or limit the flow of communication.
22. It’s typically not possible to be both rational and highly emotional at the same time.
23. Empathic leaders tend to be less effective.
24. It does not really matter what someone knows; what counts is how they feel.
25. Companies with more women in leadership positions perform better.
Instructor Resource
Lussier, Management Fundamentals 8e
SAGE Publishing, 2019
Essay
1. What is the difference among vertical, horizontal, and grapevine communication?
2. Explain the concept of cloud computing and how it benefits organizations that use it.
3. List and define the four stages in the interpersonal communication process.
Instructor Resource
Lussier, Management Fundamentals 8e
SAGE Publishing, 2019
4. Choose four of the barriers to communication and explain how they do, or may,
impact you in your attempts to be successful in this course.
5. You are the manager of a very fun-loving department. Unfortunately, there have been
a number of sexual harassment claims of late and you want to make sure that everyone
is on the same page of what is acceptable and what is inappropriate. Remembering the
important elements of presentations, how will you address this issue?
6. List and define the five questions one should answer before sending a message.
Instructor Resource
Lussier, Management Fundamentals 8e
SAGE Publishing, 2019
7. List and describe the five steps of the message-sending process.
8. You are the human resources manager at a large manufacturing facility. You have
just finished making a presentation to the line workers on sexual harassment and are
bringing your presentation to a conclusion. What guidelines will you follow as you seek
feedback on the presentation from those in attendance?
9. Define active listening and list four of the guidelines for active listeners to follow.
Instructor Resource
Lussier, Management Fundamentals 8e
SAGE Publishing, 2019
10. Please list and define the five dimensions of emotional intelligence.
11. Your employee, Tessa, comes to you and says, “I can’t work with Joel on this
project because I find him annoying.” Please craft three separate responses to this
statement, using three of the five possible response styles. Be sure to label each
response with the style you are using.
12. Please list the three things to keep in mind when dealing with your emotions and
those of others.
Instructor Resource
Lussier, Management Fundamentals 8e
SAGE Publishing, 2019
13. Summarize the advice for giving criticism and the two parts all criticism should
include.
14. What are some of the things that you should keep in mind when you receive
criticism?