52. ___________ will indicate if the receiver has been listening and whether or not he or she can
give an appropriate reply.
a.
Immediate actions
b.
Answering direct questions
c.
A written response
d.
Body language
53. Checking the receiver’s understanding is difficult when using Facebook because ___________.
a.
there’s no way for the receiver to give feedback
b.
you can’t ask questions
c.
the message is always public
d.
you can’t tell if the receiver has even read the message
54. The process of receiving messages does not include ___________.
a.
listening
b.
analyzing
c.
feedback
d.
checking understanding
55. Active listening includes all of the following, except _____________.
a.
paying attention
b.
avoiding distractions
c.
evaluating constantly
d.
asking questions
56. 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
57. 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
58. When probing, ________ questions are preferable to “Why?” questions.
a.
“When?”
b.
“Where?”
c.
“Who?”
d.
“What?”
59. “Don’t worry, everything will be okay” is an example of a _____________ response.
a.
diverting
b.
advising
c.
reassuring
d.
empathetic
60. 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?
61. Reflecting responses should not ___________.
a.
paraphrase the message
b.
communicate understanding
c.
use the sender’s exact words
d.
communicate acceptance
62. An appropriate reflecting response is ___________________
a.
“What am I doing that annoys you?
b.
“My checking up on you annoys you?”
c.
“You think I am annoying?
d.
“Why wouldn’t I check on you?”
63. 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
64. The dimensions of emotional intelligence include all of the following, except ______________.
a.
self-awareness
b.
self-consciousness
c.
self-management
d.
self-motivation
65. It is said one needs IQ, EQ, and ______________ to succeed.
a.
I got a clue
b.
Minding one’s Ps and Qs
c.
Patience in the queue
d.
Strokes of genius from the blue
66. It important to remember that when someone gives you criticism, they are probably wanting to
__________.
a.
test your emotional intelligence
b.
toughen you up
c.
help you succeed
d.
make themselves feel important
67. ___________ refers to understanding and relating to another’s feelings.
a.
Emotional intelligence
b.
Emotional quotient
c.
Empathic listening
d.
Empathic communication
68. 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 empathetic 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?”
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?”
69. 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
70. Lena is talking to her supervisor, Sandra, about the task that was just delegated to her. Lena is
repeating parts of what Sandra 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 Sandra’s
nonverbal behavior, looking for signs that Sandra understands what she’s saying. Lena is
currently engaged in the process of __________.
a.
recoding
b.
checking understanding
c.
listening
d.
analyzing
71. __________ is the process of thinking about, decoding, and evaluating the message.
a.
Analyzing
b.
Recoding
c.
Listening
d.
Checking understanding
72. 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.
73. Millennials want __________ at work, but they display far less of it than those of older
generations.
a.
trustworthiness
b.
communication
c.
leadership
d.
empathy
74. 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
75. All of the following may be signs a person is lying, except __________.
a.
misspelled words
b.
noncommittal statements
c.
inconsistencies in what they say/write
d.
repeating the same thing over and over in slightly different ways
TRUE/FALSE
76. Upward communication allows employees to participate in management decisions and
improves performance.
77. Information networks refer to the technology used to store, process, and distribute useful
information.
78. Facebook is considered a type of information network.
79. Within an information network, customers and suppliers have direct communication.
80. Transactional processing systems are used to handle routine and nonroutine business matters.
81. Encoding is the process of translating the message into a meaningful form and determining if
feedback, a response, or a new message is needed.
82. Filtering is the process of altering or distorting information to project a more favorable image.
83. Vocal quality is considered part of one’s body language.
84. Speaking to someone on the phone provides the highest levels of media richness.
85. When sending a message, it is important to follow a set of steps.
86. Asking the receiver if they have any questions is a good way to check if the message has been
received.
87. There is a difference between listening and active listening.
88. “You will make it!” is an example of a probing response.
89. Like advising, reflecting tends to redirect, close, or limit the flow of communication.
90. It does not really matter what someone knows; what counts is how they feel.
91. Companies with more women in leadership positions perform better.
ESSAY
92. What is the difference among vertical, horizontal, and grapevine communication?
93. Explain the concept of cloud computing and how it benefits organizations that use it.
94. List and define the four stages in the interpersonal communication process.
95. 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.
96. 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?
97. List and define the five questions one should answer before sending a message.
98. List and describe the five steps of the message-sending process.
99. 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?
100. Define active listening and list four of the guidelines for active listeners to follow.
101. Please list and define the five dimensions of emotional intelligence.