question

Which of the following is NOT an accurate statement? (CH1) - William Schaffer, International Business Development Manager for Sun Microsystems has stated, "If there's one skill that's required for success in this industry, it's communication skills." - There is a significant difference between communication skills of physicians with and without malpractice claims. - Workers in high-tech fields do not need good communication skills. - Poor communication is one of the most common reasons for errors in shooting among officers of the Los Angeles Police Department.

answer

Workers in high-tech fields do not need good communication skills.

question

A degree in communication is good preparation for a career in all of the following fields EXCEPT: (CH1) - Communication is good preparation for a career in all of these fields. - Organizational affairs - Publishing - Government affairs

answer

Communication is good preparation for a career in all of these fields.

question

The text identifies three goals of strategic messages. During office meetings, Sara expresses her respect for her boss by listening attentively, nodding, and taking notes. Through her actions, Sara is illustrating a __________ message. (CH1) - structured message - content message - relational message - sequential message

answer

relational message

question

Communication is _____________. (CH1) - a panacea - reversible - irreversible - avoidable

answer

irreversible

question

Georgia believes that she will get what she wants if she simply communicates in the "correct" way. Which of the principles of communication does Georgia fail to understand? (CH1) - Communication is not a panacea - Communication is unavoidable - One cannot not communicate - Communication is irreversible

answer

Communication is not a panacea.

question

In the Model of Communication, the "sender" refers to a person who is ... (CH1) - bilingual - buying a stamp for a letter - encoding ideas into words or nonverbal - interpreting words and gestures

answer

encoding ideas into words or nonverbals.

question

The role of the receiver is to... (CH1) - encode messages - act as a messenger - send messages - attach meaning to words they hear

answer

attach meaning to words they hear

question

The cultural context of a conversation refers to the impact of ... (CH1) - national backgrounds of the speakers - generational differences - geographical location - All of these comprise the cultural context of a conversation.

answer

All of these comprise the cultural context of a conversation

question

Which type of communication should be used if you are presenting ideas when you need to gather instantaneous feedback? (CH1) - teleconferencing - voice mail - written communication - face-to-face communication

answer

face-to-face communication

question

Which of the following is NOT a guideline for voice mail etiquette? (CH1) - State your name and phone number near the beginning of the message so the receiver won't have to replay the entire message to hear your number repeated. - Speak slowly and clearly so the recipient can take accurate notes on your message. - Plan your message in advance so you won't ramble. - Leave both your first and last name in the message unless the receiver knows you very well. - Leave a message that contains as much detail as possible so the receiver won't have to call you back for clarification.

answer

Leave a message that contains as much detail as possible so the receiver won't have to call you back for clarification.

question

In the communication model, internal distractions such as wandering thoughts are called "noise." (CH1) - True - False

answer

True

question

Organizational charts visually represent both the formal and informal networks in an organization. (CH1) - True - False

answer

False

question

When two coworkers manage their own conflict without asking the boss to referee, they are using horizontal communication. (CH1) - True - False

answer

True

question

The text advises you to avoid using informal communication networks as much as possible. (CH1) - True - False

answer

False

question

People with high ethical ideals are able to think of ethical words to say in any situation. (CH1) - True - False

answer

False

question

When you're using voice mail, you shouldn't state the name of the person you are calling. (CH1) - True - False

answer

False

question

According to the communication model, we can use feedback to build shared meaning. (CH1) - True - False

answer

True

question

If you forget to respond to a voice mail, your lack of response provides feedback to the person who called. (CH1) - True - False

answer

True

question

The instrumental aspect of messages is more important than the relational meaning of messages. (CH1) - True - False

answer

False

question

As the workplace and world become more technological, the need for human communication skills is diminished. (CH1) - True - False

answer

False

question

As the workplace and world become more technological, the need for human communication skills is diminished. (CH2) - In the U.S., engineering companies that have embraced diversity are losing their competitive edge. - The U.S. Census Bureau predicts that by 2050 non-Hispanic whites will comprise only about one-half of the total population of the U.S. - The ability to work effectively with people from other countries is becoming an essential qualification for managers of most large companies. - Many foreign companies have set up operations in the U.S.

answer

In the U.S., engineering companies that have embraced diversity are losing their competitive edge.

question

Which of the following is NOT true about organizational culture? (CH2) - refers to the unique set of values of an organization. - shapes the degree of cooperation and competition within the organization. - governs the way employees interact with each other. - workers who don't conform to their organization's culture are rewarded.

answer

workers who don't conform to their organization's culture are rewarded

question

One approach for learning about the culture of an organization that would probably NOT be helpful is: (CH2) - During your job interview, ask the interviewer if the company treats its employees respectfully. - Notice how you are treated when you visit the company. - Observe how well the building is maintained. - Chat with employees in the cafeteria.

answer

During your job interview, ask the interviewer if the company treats its employees respectfully.

question

Culture refers to all of the following except: (CH2) - inherited and innate characteristics. - sets of values, beliefs and norms. - learned behaviors shared by a group. - a set of shared interpretations that affect the behaviors of a relatively large group of people.

answer

inherited and innate characteristics.

question

When a person is silent, how should you interpret this? (CH2) - as a sign of timidity - as a sign of dislike - as a face-saving response - The meaning of silence varies depending on the culture, the context, and the individual.

answer

The meaning of silence varies depending on the culture, the context, and the individual.

question

First-generation college students from a working-class background tend to lack all of the following skills EXCEPT: (CH2) - following rules - thinking critically - arguing persuasively - speaking assertively

answer

following rules

question

Which generation is most likely to regard correct spelling and grammar usage as a sign of competence? (CH2) - Baby-Boomers - Gen Xers - GenY - Millenials

answer

Baby-Boomers

question

The ADA guarantees that people with disabilities: (CH2) - are given preference in being hired. - don't have to function in mainstream culture. - get to be interviewed first for jobs and have longer interviews. - receive reasonable accommodations in employment.

answer

receive reasonable accommodations in employment.

question

In international business, a good general rule is: (CH2) - Strive to get to know coworkers and quickly get on a first-name basis. - Be aware that customs in most other countries are much less formal than in the U.S. - Address people using their formal title until they invite you to talk to them on a first-name basis. - Follow your own customs, no matter what country you are in, because people don't expect foreigners to know their cultural rules.

answer

Address people using their formal title until they invite you to talk to them on a first-name basis.

question

Members of a polychronic culture would probably... (CH2) - finish a telephone conversation before acknowledging a friend who has stepped into their office. - arrive promptly at meetings. - consider it a waste of time to begin a meeting with half an hour of socializing. - spend time getting to know a person before doing business with her or him.

answer

spend time getting to know a person before doing business with her or him.

question

One way to start investigating a company's culture is to visit the company to observe how you are treated. (CH2) - True - False

answer

True

question

An organization's culture can be described as the personality of the organization. (CH2) - True - False

answer

True

question

We are born with knowledge of our culture's expectations; we do not need to learn them through. (CH2) - True - False

answer

False

question

If we think that each ethnic group has one unified style of communication, we are oversimplifying. (CH2) - True - False

answer

True

question

In the U.S., social class can have a major impact on how people communicate on the job. (CH2) - True - False

answer

True

question

Members of generation Y are good at multitasking, but tend to ignore tasks they aren't interested in (which can be detrimental to their jobs and to themselves). (CH2) - True - False

answer

True

question

The unwritten rules for smiling differ from one part of the U.S. to another. (CH2) - True - False

answer

True

question

A disability is not a defining characteristic of any person; it is simply one feature of their lives. (CH2) - True - False

answer

True

question

Within any culture, we can find a wide variety of communication styles displayed; for this reason, we should avoid stereotyping members of that culture. (CH2) - True - False

answer

True

question

In high context cultures such as Asian societies, receivers rely heavily on social rules, the history of the relationship, and nonverbal cues to decode the message. (CH2) - True - False

answer

True

question

Listening skill contributes to career success in all of the following aspects EXCEPT: (CH3) - your effectiveness in an organization - your upward mobility - your productivity - Effective listening skills contribute to all of these

answer

your upward mobility

question

The Platinum Rule admonishes us to... (CH3) - listen to every concern of every coworker. - ask questions frequently. - treat others the way they would like to be treated. - treat others the way we would like to be treated.

answer

treat others the way they would like to be treated.

question

Conversational partners are typically able to interpret _____ of each other's remarks accurately. (CH3) - 25 to 50% - 10 to 20% - about 75% - 50 to 70%

answer

25 to 50%

question

All of the following can help reduce environmental distractions EXCEPT: (CH3) - choosing a more reliable communication channel - eliminating distractions - moving to a less disruptive location - focusing on annoyances

answer

focusing on annoyances

question

Courtney continuously checks her email and texts responses while sitting in her biology lecture. Not surprisingly, she has trouble understanding many of the concepts she's supposed to be learning. Which type of barrier to effective listening does this represent? (CH3) - physiological barrier - message overload - ethnocentrism - faulty assumption

answer

message overload

question

Which of the following terms represents the belief that your ideas are more important than other people's ideas? (CH3) - preoccupation - false assumption - egocentrism - ignorance

answer

egocentrism

question

Which of the following statements about gender differences in listening is true? (CH3) - In the workplace, men and women are listened to with an equal amount of attention. - In most cases, women are better listeners than men are. - Men use vocalizers such as "uh-huh" to signal they are paying attention to the speaker. - Women tend to listen to the feelings behind a message, while men tend to listen to the content of a message.

answer

Women tend to listen to the feelings behind a message, while men tend to listen to the content of a message.

question

If you find it difficult to listen patiently when you believe that people are not efficient or are not promptly getting to the point during conversations, which listening style preference would you be using? (CH3) - relational - analytical - task-oriented - critical

answer

task-oriented

question

Mindless listening... (CH3) - should be avoided at all costs. - is a useful strategy when we need to tune out distractions that are not worthy of careful attention. - involves attending carefully to the message. - takes up so much of our energy that we can't focus on those messages that are most important to hear.

answer

is a useful strategy when we need to tune out distractions that are not worthy of careful attention.

question

Questions that are actually disguised forms of giving advice are called __________ questions. (CH3) - sincere - counterfeit - unrealistic - demanding

answer

counterfeit

question

Conversational partners typically achieve 90 to 95 percent accuracy in interpreting each other's remarks. (CH3) - True - False

answer

False

question

Listeners sometimes assume that people who speak with an accent different than their own are less intelligent than people who speak without a noticeable accent. (CH3) - True - False

answer

True

question

Task-oriented listeners focus primarily on speakers' emotional needs in order to help them. (CH3) - True - False

answer

False

question

Mindful listeners are clear about their listening goals, and apply the best style of listening for that goal. (CH3) - True - False

answer

True

question

Questioning" and "paraphrasing" are synonymous. (CH3) - True - False

answer

False

question

When we listen critically, we consider whether speakers provide enough valid evidence to support their claims. (CH3) - True - False

answer

True

question

Nonverbal cues can help us tune in to a speaker's feelings and attitude. (CH3) - True - False

answer

True

question

After you paraphrase a speaker's meaning, you should invite the speaker to verify that you've interpreted their meaning. (CH3) - True - False

answer

True

question

According to the 20/80 rule, sales personnel should spend the first 20 percent of a sales appointment listening to the customer and the last 80 percent of the time explaining the benefits of the product. (CH3) - True - False

answer

False

question

Equivocal misunderstandings occurs for all of the following reasons EXCEPT: (CH4) - Different professions sometimes have varying specialized meanings for the same term. - Various cultures interpret a term in different ways. - Some communicators use lower-level abstractions to clarify their meaning. - Regions within the U.S. may hold different meanings for a term.

answer

Some communicators use lower-level abstractions to clarify their meaning.

question

Which of the following represents the lowest-level of abstraction? (CH4) - The proposal has mistakes in it. - The proposal you sent to Mr. Brewer on Jan 8 has incorrect budget totals, misspelled words, and grammar mistakes. - The proposal sucks. - The proposal you sent to Mr. Brewer has mistakes in it.

answer

The proposal you sent to Mr. Brewer on Jan 8 has incorrect budget totals, misspelled words, and grammar mistakes.

question

When you are trying to summarize a large amount of information, yet make your meaning clear, you can often achieve maximum clarity by using. (CH4) - highly specific language. - highly abstract language. - a large amount of nonverbal amplification. - an abstract overview followed by specific details.

answer

an abstract overview followed by specific details.

question

Strategic ambiguity refers to... (CH4) - precise, low-level abstractions. - the judicious use of slang. - the purposeful use of indirect language. - a common form of communication in low-context cultures.

answer

the purposeful use of indirect language.

question

All of the following are expressed in biased language EXCEPT: (CH4) - Who are you trying to kid? - Let's consider the consequences of this plan. - Well, that idea is a real winner. - What a hare-brained notion.

answer

Let's consider the consequences of this plan.

question

Language that sets off an intense emotional reaction in a listener is referred to as: (CH4) - jargon - trigger words - ambiguous words - equivocal speech

answer

trigger words

question

Which is a typical outcome of using "less powerful" speech? (CH4) - It sounds considerate and may help the speaker improve relationships. - It creates the impression that the speaker highly competent. - It demonstrates conviction. - It tends to alienate co-workers.

answer

It sounds considerate and may help the speaker improve relationships.

question

A feminine style often uses _________________ to initiate and maintain conversation. (CH4) - exclamations - assertions - advice - questions

answer

questions

question

One characteristic of a masculine style of communication is... (CH4) - instrumentality - apology - building rapport - tentativeness

answer

instrumentality

question

Which of the following is NOT a characteristic of nonverbal communication? (CH4) - It is ambiguous. - It cannot be avoided. - It primarily expresses feelings and attitudes. - It is virtually the same in all cultures.

answer

It is virtually the same in all cultures.

question

"You should write a good resume" is an example of a very low-level abstraction. (CH4) - True - False

answer

False

question

It is never a good idea to use abstract words. (CH4) - True - False

answer

False

question

You can enhance your credibility on the job by learning to use the jargon of your field competently. (CH4) - True - False

answer

True

question

It is advisable to use abstract, vague language instead of blunt remarks if your goal is to promote harmony among feuding group members. (CH4) - True - False

answer

True

question

One way to avoid misunderstandings in verbal messages is to use trigger words. (CH4) - True - False

answer

False

question

If you want to downplay your authority over others, present your commands in question form, such as "Is it OK with everyone if we move to the next point now?" (CH4) - True - False

answer

True

question

Overuse of filler words such as "you know" or "like" reduces your credibility. (CH4) - True - False

answer

True

question

There are no documented differences between men's and women's use of language. (CH4) - True - False

answer

False

question

When a person's verbal message contradicts her or his nonverbal message, we usually believe the person's words. (CH4) - True - False

answer

False

question

The style of clothing people wear does not affect their credibility as long as they appear neat and clean. (CH4) - True - False

answer

False

question

Which of the following is NOT a trait of an unpleasant co-worker? (CH5) - being nosy about other peoples' business. - delivering constructive criticism. - bad-mouthing others. - promoting one's own contributions.

answer

delivering constructive criticism.

question

All of the following are true about workplace dignity EXCEPT... (CH5) - Workplace dignity arises from respectful communication. - Workplaces in which workers treat each other with respect tend to be more productive than those where workers treat each other disrespectfully. - Workplace dignity increases worker satisfaction but does not impact an organization's productivity. - Absenteeism is higher in workplaces where employees do not treat teach other respectfully.

answer

Workplace dignity increases worker satisfaction but does not impact an organization's productivity.

question

A positive organizational climate... (CH5) - can occur even if physical working conditions are uninspiring. - does not vary from one work group to another within the organization. - only occurs in Fortune 500 companies. - has little effect on customers.

answer

can occur even if physical working conditions are uninspiring.

question

A guideline for giving praise effectively is: (CH5) - Give praise as frequently as possible. - Wait until someone has done a task perfectly to give praise, because praising a person's steps of progress is insincere. - Use specific compliments that help the receiver recognize the exact behaviors you appreciate. - Praise people only when they are present; don't share compliments about people who are not present.

answer

Use specific compliments that help the receiver recognize the exact behaviors you appreciate.

question

Which of the following is the best example of descriptive, not evaluative, "I" language? (CH5) - "I feel like you're being mean to me." - "I worry when you come home late." - "I think your report was awful." - "I'm sick of your antics."

answer

"I worry when you come home late."

question

According to Jack Gibb's work on supportive and defensive communication, a supervisor who ____________ is promoting a disconfirming climate. (CH5) - focuses on solving problems - listens open-mindedly to opposing viewpoints - doesn't show concern for the feelings of others - treats her subordinates as if they were equals

answer

doesn't show concern for the feelings of others

question

If you were offering constructive criticism to an employee, which of the following would NOT be recommended? (CH5) - Explain the value of the improvement to the employee. - Be sure to mention every detail that needs to be improved on. - Wait to deliver the criticism until you are certain you have the facts straight. - Offer to help the employee find a solution.

answer

Be sure to mention every detail that needs to be improved on.

question

Incivility... (CH5) - consists of seemingly inconsequential, inconsiderate words and deeds that violate the conventional standards of workplace conduct. - is always aggressive. - has no impact on a company's productivity. - has decreased in the 21st century.

answer

consists of seemingly inconsequential, inconsiderate words and deeds that violate the conventional standards of workplace conduct.

question

Most bullies... (CH5) - move on to hassle new targets, after their initial target quits or is fired. - stop bullying once they know their victim feels frustrated. - are silenced by the boss before they can do much harm. - don't succeed in making others look bad.

answer

move on to hassle new targets, after their initial target quits or is fired.

question

Sexual harassment - may be initiated by men or women. - is unpleasant but not actually illegal. - was never noticed by women in the workplace before 1964. - involves only overt sexual behavior.

answer

may be initiated by men or women.

question

"You" messages usually blame the receiver rather than describing an action. (CH5) - True - False

answer

True

question

The two most common reactions to criticism are "fight" and "flight." (CH5) - True - False

answer

True

question

A boss who says, "If you sleep with me you'll get your raise," is engaging in a type of harassment called quid pro quo. (CH5) - True - False

answer

True

question

Using an avoidant approach to conflict management is never a good idea. (CH5) - True - False

answer

False

question

A competing approach to conflict management can also be called a "zero-sum" approach. (CH5) - True - False

answer

True

question

A compromise approach to negotiating implies that one party will realize all of its goals and that both sides will be better off than before. (CH5) - True - False

answer

False

question

A win-lose approach to negotiating is advisable when parties are competing over resources that are truly scarce. (CH5) - True - False

answer

True

question

Successful negotiators prepare for a negotiation ahead of time by distinguishing their means from their ends. (CH5) - True - False

answer

True

question

Successful negotiators focus on the means of achieving a goal, not the goal itself. (CH5) - True - False

answer

False

question

When parties are brainstorming potential solutions for a win-win negotiation, they should evaluate each solution as soon as it is suggested. (CH5) - True - False

answer

False

question

Interviews that gather information from large samples of people in order to learn about customers' preferences are called ____________ interviews. (CH6) - journalistic - survey - diagnostic - research

answer

survey

question

According to your text, which of the following is NOT true about interviewing? (CH6) - At least one party has a predetermined reason for participating. - An interview is less structured than a typical conversation. - Conversation is directed toward a predetermined goal. - The interviewee typically does about 70 percent of the talking.

answer

An interview is less structured than a typical conversation.

question

In most interviews (unlike typical conversations), the ratio of speaking turns is uneven. During a typical interview, the interviewee will do about ______ percent of the talking. (CH6) - 40 - 50 - 70 - 80

answer

70

question

Which of the following types of interviews is most appropriate if you want to give direction to the interview, yet still allow for open-ended discussion of your chosen topics? (CH6) - participative - spontaneous - moderately structured - unstructured

answer

moderately structured

question

Which type of question is the following: "What is your opinion about our new benefits package?" (CH6) - indirect - closed - factual - open

answer

open

question

In which of the situations below would you choose an open question? (CH6) - You want to evaluate the interviewee's communication skills. - Time is short. - You need to compare the results of many interviews in a standardized format. - You (the interviewer) are not highly skilled at interviewing.

answer

You want to evaluate the interviewee's communication skills.

question

In the orientation segment of a typical interview, the interviewer should not... (CH6) - mention the approximate length of the interview. - conceal the true purpose of the interview. - give an overview of what information is needed and how it will be used. - state the reason for the interview.

answer

conceal the true purpose of the interview.

question

The majority of new job hires obtain their employment offers through... (CH6) - Web-based employment sites. - advertisements. - sending mass mailings of their résumé s to Human Resource departments. - personal contacts.

answer

personal contacts.

question

Which of the following is NOT a rule for ethical behavior for interviewers? (CH6) - Do not disclose confidential information (except to those who must know in order to make the hiring decision) without first obtaining the interviewee's permission. - Use questions that are designed to help the interviewee feel comfortable and do well in the interview. - Do not ask an interviewee to discuss mistakes he has made on the job. - Do not attempt to make a job offer unless you are certain that the company will back that offer.

answer

Do not ask an interviewee to discuss mistakes he has made on the job.

question

The type of interview that is often used to assess market needs and consumer reactions is the diagnostic interview. (CH6) - True - False

answer

False

question

For most jobs, you won't need to use any interviewing skills after you've been hired. (CH6) - True - False

answer

False

question

The interviewer who wants to exert a lot of control over the interview should choose a structured format. (CH6) - True - False

answer

True

question

Silence can be an effective probe. (CH6) - True - False

answer

True

question

You should wait until you need a new job to cultivate a personal network, so you will be fresh in the minds of your contact persons. (CH6) - True - False

answer

False

question

The most effective way to get hired is to scan through the newspaper and complete an application at a company's personnel department. (CH6) - True - False

answer

False

question

It is acceptable for the interviewee to stretch the truth if the facts would cast him or her in a poor light. (CH6) - True - False

answer

False

question

The text suggests that most answers in an employment interview should last about two minutes or less. (CH6) - True - False

answer

False

question

An employer is more likely to offer you a job if you can demonstrate how much you need the job. (CH6) - True - False

answer

False

question

If you are invited to a panel interview, you will be seated with a small group of candidates for the same job, and you will all take turns answering the same questions. (CH6) - True - False

answer

False

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