question

The Department of Labor has identified which interpersonal communication skill as being necessary for successful functioning in the workplace?

answer

serving clients

question

The evoking of a shared or common meaning in another person is called:

answer

communication

question

The element of the communication model that contains the thoughts and feelings the communicator is attempting to elicit in the receiver is the:

answer

message

question

The window through which we interact with people and influences the quality, accuracy, and clarity of the communication is called:

answer

a perceptual screen

question

When a supervisor sends a message to his/her employees who comprise a diverse workgroup, both parties to the message should be sensitive to:

answer

perceptual screens

question

A communication medium that is moderate in both information richness and data capacity is:

answer

electronic mail

question

As a supervisor, you decide you need to communicate with several of your employees about below standard or unsatisfactory work. Which of the following would be the best way to send your message?

answer

written memo followed by a face-to-face meeting

question

Richness in a communication message refers to:

answer

the ability of the medium to convey the meaning

question

If one of your employees was in the early stages of expressing thoughts and feelings about a problem, especially when there may be some associated anxiety or discomfort, it would be most appropriate for you to:

answer

make affirming contact

question

Providing the time to identify and isolate the listener's personal responses and exclude them from the dialogue is one of the purposes of:

answer

silence

question

Which of the following statements is incorrect concerning reflective listening?

answer

Reflective listening emphasizes more strongly the role of the communicator.

question

All of the following are included in reflective listening except:

answer

criticism

question

A software engineer has just discovered a major problem, which is not yet fully defined, in a large information system she is building for a very difficult customer. Her supervisor is listening to the engineer as she begins to talk through the problem. Which of the following responses would best exemplify the "reflecting of core feelings"?

answer

"I hear that you are feeling very upset about the problem and may be worried about the customer's reaction when you inform him".

question

One-way communication in contrast to two-way communication:

answer

is more efficient

question

In a study of managers' communication skills and performance,:

answer

higher performing managers are better and less apprehensive communicators than lower performing managers

question

As a supervisor in an emergency situation, you should be:

answer

directive and assertive

question

A barrier to effective communication is:

answer

status difference

question

A main method to overcome physical separation as a barrier to communication is:

answer

to increase the use of face-to-face communication

question

The use of new information technologies reduces status differences as a barrier to communication because:

answer

it encourages the formation of nonhierarchical working relationships

question

The FAME model of leadership communication is based upon which of the following message characteristics?

answer

focus, articulate, model, engage

question

All of the following except _____ can be used by a supervisor to reduce communication barriers.

answer

encouraging men and women to interact the same way

question

An effective method to reduce or overcome barriers to communication due to gender differences is to:

answer

seek clarification meaning

question

Which of the following is NOT considered a result or outcome of defensive communication?

answer

assertive but accurate message sending

question

Which of the following is NOT one of the four basic rules Catherine Crier (news anchor for a major television network) uses to prevent defensive communication?

answer

bring the focus back to the person

question

Defensive communication can lead to:

answer

strained working relationships

question

You witness an incident at work where a supervisor loudly criticizes an employee in front of several other employees. Later, you learn that the employee didn't make any mistake. The supervisor's communication is an example of:

answer

dominant defensiveness

question

Passive-aggressive communication and behavior frequently end up as:

answer

dominant defensive behavior

question

A manager comments to her secretary, "How come Nancy (a word processor) is always hard to find when there is a deadline? She is a loafer." This is an example of:

answer

labeling

question

A defensive tactic where an individual attempts to manipulate and control others is:

answer

a power play

question

Which of the following is NOT a characteristic of nondefensive communication and behavior?

answer

evasive

question

Which of the following statements is an example of nondefensive communication?

answer

"I received the report from Dan yesterday and have briefly reviewed it. It looks good but I need to talk to him about one recommendation before I approve it."

question

As much as 65 to 90 percent of the substance or content of a message sent in person can be through:

answer

nonverbal communication

question

What percent of the meaning in a message can be conveyed by nonverbal communication?

answer

65 to 90

question

Nonverbal communication can be utilized in which of the following communication situations?

answer

committee meeting

question

Friends typically interact within the:

answer

intimate zone

question

Persons from many other countries prefer to interact (in face-to-face situations) at a/an _____ distance.

answer

intimate

question

Americans generally do not like to communicate with one another within their:

answer

intimate distance

question

The study of an individual's perception and use of space, including territorial space, is called:

answer

proxemics

question

Seating arrangements and dynamics can be examined in a/an _____ study.

answer

proxemics

question

You are chairing quality circle meetings with your employees and want to maximize opportunities for all to speak and contribute. The seating arrangement and table shape to accomplish this should be:

answer

round

question

To facilitate direct and open communication, which of the following seating arrangements would be most appropriate?

answer

seat the other party across a corner of your desk from you or in a place where you will be a right angles

question

In nonverbal communication, the study of body movements, including posture, is known as:

answer

kinesics

question

Positive, healthy communication is achieved when:

answer

all of these

question

At the core of personal integrity as displayed by executives is:

answer

healthy communication

question

Personal integrity in positive, healthy communication is achieved through:

answer

emotional competence

question

Which form of communication has high to moderate data capacity and moderate to low information richness?

answer

written communication

question

Which of the following statements about communication technologies is not true?

answer

Significant disparities in participation levels of persons within the group.

question

Many of the communications technologies significantly limit or eliminate _____ forms of communication.

answer

nonverbal

question

The use of new technologies encourages what kind of activity?

answer

polyphasic

question

Polyphasic activity is known as:

answer

doing more than one thing at time

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