Essentials of English Communications - Flashcards

question

1. communication 2. feedback 3. systemic 4. interact 5. message 6. encoding 7. decoding

answer

2 verbal or nonverbal responses to a message5 an organized element of communication that includes meanings and symbols, encoding and decoding 7 the process of transforming and interpreting another's message back into the receiver's own meaning 6 the thinking process in which ideas and emotions are transformed into symbols and organized into a message 3 pertaining to a system or systems; pertaining to or affecting the entire body 1 a systemic process in which people send and receive messages through symbols to discover and interpret meanings 4 to act upon each other

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Which of the following are not parts of a message? Select all that apply. noise meanings symbols encoding feedback decoding

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noise feedback

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1. first stage 2. second stage 3. third stage 4. fourth stage 5. fifth stage 6. sixth stage

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1 Meaning is encoded into a message.5 Message feedback is transmitted through a channel. 4 Feedback is encoded into a message. 3 A message is received, perceived and decoded. 2 A message is transmitted through a channel. 6 Message feedback is received, perceived, and decoded.

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Choose the aspect of communication in action in the scenario below. You're speaking with your friend, telling him about your plans for the weekend. You notice that his eyes narrow when you tell him about the birthday party. You suddenly realize that he hasn't been invited. process-oriented nature of communication systemic nature of communication symbolic nature of communication

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symbolic nature of communication

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Choose the aspect of communication in action in the scenario below. You've been invited to give a two-minute speech to the school board explaining why your school needs additional funding for the yearbook. As you plan, you ask yourself: How should I begin? With a joke? What about an interesting statistic tied to last year's yearbook? How do I get their attention and keep it? Process-oriented nature of communication Systemic nature of communication Symbolic nature of communication

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Systemic nature of communication

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Choose the aspect of communication in action in the scenario below. You're talking to your grandmother over the cell phone. Your batteries are low, and at some point, the signal begins to cut out. Your grandmother keeps interrupting you with "What?" "I can't hear you." "Can you repeat that?" Process-oriented nature of communication Systemic nature of communication Symbolic nature of communication

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Process-oriented nature of communication

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What kind of influence is shaping Sally's self-concept? "This is my first attempt at oil painting. I'm really nervous. All the other students seem like they know what they're doing. I'm afraid I don't even know how to mix my paints." culture social comparison others' perspective self-evaluation

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social comparison

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What kind of evidence is influencing Jim's self-concept? "Jim, your handwriting has really improved. As a result, you're making fewer errors in your math problems. Keep up the good work!" direct evidence indirect evidence

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direct evidence

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Our self-concept influences the way others react to us. True False

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True

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Identify which step applies in improving self-concept. Michael reluctantly agreed that he tended to be "soft" on himself and much harder on others. acknowledging faults identifying areas in need of improvement setting realistic goals self-monitoring for cues

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acknowledging faults

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Identify which step applies in improving self-concept. Sheila watched her teacher's face carefully as she explained why the report wouldn't be in on time. acknowledging faults identifying areas in need of improvement setting realistic goals self-monitoring for cues

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self-monitoring for cues

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Identify which step applies in improving self-concept. Jonathan decided that he would practice his listening skills by asking questions rather than giving opinions. acknowledging faults identifying areas in need of improvement setting realistic goals self-monitoring for cues

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setting realistic goals

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Identify which step applies in improving self-concept. Dana asked her coworker Michelle to give her opinion about Dana's manner with customers. acknowledging faults identifying areas in need of improvement setting realistic goals self-monitoring for cues

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identifying areas in need of improvement

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1. Open Self 2. Blind Self 3. Unknown Self 4. Hidden Self

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3 what is unknown to self and others2 what is unknown to self but known to others 4 what is known to self but unknown to others 1 what is known by self and others

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As the blind and unknown selves decrease, ______ increases. self-concept self-awareness objectivity subjectivity

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self-awareness

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A little thing such as smiling at someone could be considered self-disclosure. True False

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True

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Habits of self-disclosure are generally the same across cultures. True False

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False

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Which of the quadrants in the Johari Window shrinks through self-disclosure? Blind Self Open Self Hidden Self Unknown Self

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Hidden Self

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Which of the following is usually not an appropriate use of self-disclosure? disclosing private information to someone we trust sharing personal experiences to develop relationships revealing vital personal information to new acquaintances adjusting how and when we self-disclose in other cultures

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revealing vital personal information to new acquaintances

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The who, what, and why of self-disclosure depend on all of the factors below except _____. trust culture shared interests none of the above

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none of the above

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What phenomenon occurs when you make a prediction and bring about its results? self-disclosure context self-serving bias self-fulfilling prophecy

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self-fulfilling prophecy

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What quadrants in the Johari Window need to shrink in order for us to gain greater self-awareness? Open Self, Blind Self Open Self, Hidden Self Hidden Self, Unknown Self Blind Self, Unknown Self

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Blind Self, Unknown Self

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The "looking glass self" refers to _____. seeing ourselves in other people developing self-concept based on how others respond to us transforming self-concept into self-centeredness comparing ourselves with others

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developing self-concept based on how others respond to us

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According to the Johari Window model of the self, your hidden self contains _____. information about yourself known by you but not others information about yourself known by others but not you information about yourself unknown to you or others information about yourself known by you and others

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information about yourself known by you but not others

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The "perceived" self is _____. how others view you how you view others how you view yourself how you develop perception

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how you view yourself

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The tendency to watch one's environment and others in it for cues as to how to act in particular situations is called _____. self-concept self-centeredness self-monitoring self-disclosure

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self-monitoring

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From the options available, select three ways to identify areas of your self-concept that may need to be changed. understand influences on your self-concept make social comparisons talk to others about your behavior self-disclose

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understand influences on your self-concept talk to others about your behavior self-disclos

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1. intrapersonal communication 2. mass communication 3. small group communication 4. interpersonal communication 5. public communication

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2 The President of the United States speaks to the nation in a radio address.1 A math student talks himself through the steps for solving an equation. 3 Three friends meet to discuss plans for the class party. 5 A professor leads a literature discussion on Shakespeare's Othello. 4 A husband and wife enjoy an elaborate anniversary dinner.

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Which of the following is the best description of the relationship between communication and health? People who talk a lot tend to be healthier. Good communication is the basis of relationships, which are essential for healthy living. Communication helps us understand ourselves. Good communication skills promote success in the work place.

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Good communication is the basis of relationships, which are essential for healthy living.

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Which stages of perception are in action in the following situation? Sally is outside enjoying a beautiful fall day. As she relaxes under a tree, she lazily watches fluttering leaves and listens to the breeze sweeping over the grass. A loud ringing noise cuts through her reverie. Ugh! It's the cell phone. selection selection, organization selection, organization, interpretation-evaluation

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selection, organization

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Which perception process is in action below? John has always tended to be hasty in his judgment of people. So when his friend Ted showed up at the study group session after it was over, John decided that Ted must have skipped out to avoid the work. primacy-recency self-fulfilling prophecy implicit personality theory attribution stereotyping

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attribution

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John asked Ted why he failed to show up at the study group session. He found out that Ted had had a really tough day. What strategy did John use to get to the truth? stereotyping organizing self-monitoring perception-checking

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perception-checking

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What factor is influencing Tom's self-concept in the situation below? Fourth quarter, game tied, and twelve seconds to go. During the time out, Coach Johnson pulls Tom aside and says: "Tom, this play is built around your 3-point shot. You can win this game!" opinion of others comparison with peers cultural values/personal beliefs opinion of self

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opinion of others

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In Mrs. Alvarez's communication class, each student created a personal Johari Window. In Allison's window the largest window pane was in the upper-left. Based on how the Johari Window is constructed, which of the following is/are probably true about Allison? Select all that apply. Allison's open self is dominant. Allison is likely a shy person. Allison tends to ask for feedback. Allison tends to avoid self-disclosure.

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Allison's open self is dominant. Allison tends to ask for feedback.

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What we observe influences how we communicate. True False

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True

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Which of the following are factors to which we must adjust when communicating? Select all that apply. situation task individuals involved self-concept

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situation task individuals involved self-concept

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1. systematic study of language 2. set of sounds that act as building blocks of meaning 3. set of patterns governing the behavior of the smallest units of meaning 4. set of rules governing the arrangement of words into phrases, clauses, and sentences 5. rules that govern word meanings 6. study of the use of language within the context of physical and social settings

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4 syntax6 pragmatics 1 linguistics 3 morphology 2 phonology 5 semantics

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Culture may influence how language is interpreted. True False

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True

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If you asked your friend to hand you a book and he handed you a pencil instead, which language system most likely broke down? phonology morphology syntax semantics pragmatics

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semantics

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Which of the following are morphemes in the word "mailboxes"? Select all that apply. mail es /b/ box /m/

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mail es box

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When two people of the same culture speak the same language, they always understand one another. True False

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False

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An abstract word refers to a concept that is specific symbolic general semantic

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general

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When language conventions are observed, which of the following can still cause difficulties in communication? Select all that apply. context sentence structure ambiguous words levels of abstraction

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context ambiguous words levels of abstraction

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Which of the following is a fixed, often colorful expression whose meaning is not tied to the meaning of its individual words? colloquialism idiom slang jargon

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idiom

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Which of the following characterize standard language? Select all that apply. used in formal settings used in casual settings marked by a regional accent follows prescribed grammatical rules appears in published works

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used in formal settings follows prescribed grammatical rules appears in published works

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The following sentence is an example of which type of language? Today, I was driving to school and this guy like totally cut me off. I mean, what's up with that? colloquial idiom slang jargon

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slang

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Which language style would be most appropriate for the given situation? a mission briefing for NASA astronauts formal language informal language technical language

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technical language

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Which language style would be most appropriate for the given situation? a conversation with friends formal language informal language technical language

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informal language

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A spatial relationship can indicate how closely one person stands next to another in normal face-to-face conversation True False

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True

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You can often learn more about what a person feels through his/her nonverbal communication than by what he/she says. True False

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True

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We communicate more nonverbally than verbally. True False

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True

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Identify the characteristic of nonverbal communication in action. Tom received second prize for his sculpture at the art fair. When Jeffrey told Sam about this, Sam, who had also entered a sculpture, smiled. communicative ambiguous relational multi-channeled culturally influenced

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ambiguous

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Nonverbal communication cues speak just as loudly as verbal communication True False

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True

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In what way is the relationship being clarified below? Select all that apply. While Susan was on the phone in her office, her manager opened the door, frowned, and motioned for her to end the call. intimacy power favor/disfavor gender

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power favor/disfavor

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In what way is the relationship being clarified below? Select all that apply. Eric and Lisa were watching a movie. Lisa glanced at Eric, who turned her way, smiled, and took her hand in his. intimacy power favor/disfavor gender

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intimacy favor/disfavor gender

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Identify the function of nonverbal communication in action below. Jerry crossed his legs, slouched in his chair, and yawned while his colleague was speaking. What was Jerry trying to do? clarify the relationship regulate the interaction increase persuasive power reveal discrepancies manage impressions

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regulate the interaction

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Identify the function of nonverbal communication in action below. Select all that apply. Marsha's interview for her dream job is tomorrow. She stops by the salon for a haircut and manicure. Then, she's off to the mall for a new suit. What nonverbal strategy is Marsha preparing to use at her interview? clarify the relationship regulate the interaction increase persuasive power reveal discrepancies manage impressions

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increase persuasive power manage impressions

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Identify the function of nonverbal communication in action below. Despite insisting that his story was true, the witness shifted uneasily in his chair and avoided eye contact with the prosecuting attorney. clarify the relationship regulate the interaction increase persuasive power reveal discrepancies manage impressions

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reveal discrepancies

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1. chronemics 2. disfluences 3. haptics 4. monochronistic 5. paralanguage 6. polychronistic 7. proxemics

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2 pauses such as "ah" or "hmmm"7 nonverbal communication that involves space 5 vocal nonverbal language 6 tending to schedule several activities at the same time 3 nonverbal behavior that involves touching 1 nonverbal communication that involves time 4 tending to schedule only one activity at a time

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Identify the type of body movement biting nails when nervous adaptor emblem illustrator affect display regulator

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adaptor

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Identify the type of body movement holding up an index finger and middle finger to show the "peace" sign adaptor emblem illustrator affect display regulator

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emblem

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Identify the type of body movement holding a hand out above the ground to show the height of something adaptor emblem illustrator affect display regulator

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illustrator

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It is easier to detect happiness than sadness on a person's face. True False

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True

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Identify the type of facial expression. When Trish's best friend accidentally revealed that she was throwing a surprise party for Trish's sixteenth birthday, Trish kept a straight face and pretended not to hear. intensification neutralization masking deintensification

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neutralization

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Which factors influence self-presentation? Select all that apply. desire for independence desire for acceptance social standards desire to communicate

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desire for independence desire for acceptance social standards desire to communicate

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Which zone would most likely be observed in the following situation? A kindergarten teacher helps a student who scraped her knee at recess. social zone intimate zone public zone personal zone

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intimate zone

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Identify the type of touch. Tom slapped his friend John on the back to congratulate him on executing a double-play. positive effect task-related playful ritual control

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playful

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Paralanguage always reinforces verbal messages, unlike metalanguage. True False

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False

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To which of the following does the statement below apply? "Emphasis influences interpretation." chronemics paralanguage haptics proxemics

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paralanguage

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Interpretation of nonverbal behavior is not the same across individuals. True False

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True

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Observing others' nonverbal behavior can help you communicate more effectively. True False

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True

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Which aspect of competent nonverbal communication is in action in the example below? Jesse visited his friend José in Brazil. When José told him that someone would pick him up at the airport, Jesse knew that he shouldn't be surprised if he needed to wait a long while for his ride. knowledge observation perception

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knowledge

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Which of the following was not taken into consideration in order to accurately interpret nonverbal behavior? You are telling your friend about something important in your life. It's a serious moment. Suddenly, your friend glances over your shoulder and bursts out laughing. You're shocked and you immediately ask your friend how he could laugh at something so serious. relationship to person surrounding people or events normal behavior of person

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surrounding people or events

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Competent nonverbal communication involves interacting with others in a manner that is appropriate for which of the following? Select all that apply. situation task individuals

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situation task individuals

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Identify the characteristics of nonverbal communication in action. Vincent had never met his great uncle Alfonzo, who lived in Italy, so when they met at the airport, Vincent was surprised to receive a bear hug and a kiss on both cheeks. communicative ambiguous relational multi-channeled culturally influenced

answer

culturally influenced

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Identify the function of nonverbal communication in the action below. Davis had always been considered quiet and reserved. Everyone was surprised when he showed up at the weekend ball game in faded jeans and cheered on the team. What was Davis trying to do? clarify the relationship regulate the interaction increase persuasive power reveal discrepancies manage impressions

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manage impressions

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Identify the type of body movement cupping a hand behind an ear to request more volume adaptor emblem illustrator affect display regulator

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regulator

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Identify the type of body movement scratching your head while thinking adaptor emblem illustrator affect display regulator

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adaptor

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Identify the type of body movement sitting up straight adaptor emblem illustrator affect display regulator

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affect display

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Identify the type of facial expression. Jim's three-year-old son proudly displayed his first work of art, a handprint with globs of paint dripping from each finger. Jim opened his mouth and eyes wide and said "Wow, Zach! Great job!" intensification neutralization masking deintensification

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intensification

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1. social zone 2. intimate zone 3. public zone 4. personal zone

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2 0-18 in.1 4-12 ft. 3 12-25 ft. 4 18 in.-4 ft.

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1. positive effect 2. task-related 3. playfulness 4. ritual 5. control

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4 touching as part of a greeting or farewell3 touching to convey friendship 5 touching to bring about a change in behavior 1 touching to express love and support 2 touching tied to a procedure

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While cultures view time differently, punctuality is considered good taste everywhere you go. True False

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False

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To which of the following does the statement below apply? "The way a person uses time can communicate several messages." chronemics paralanguage haptics proxemics

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chronemics

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Which of the following is/are part of paralanguage? Select all that apply. message vocabulary tone volume pitch

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tone volume pitch

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Competent nonverbal communication requires which of the following? Select all that apply. perception knowledge context observation proxemics

answer

perception knowledge observation

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Which of the following was not taken into consideration in order to accurately interpret nonverbal behavior? Your boss has stopped by your office to say good morning. As you are chatting, she suddenly stands up and leaves with no explanation. Your boss is normally a very conscientious person. You are left wondering what you might have done wrong. relationship to person surrounding people or events normal behavior of person

answer

surrounding people or events

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Listening is a passive activity. True False

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False

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Which of the following listening barriers would most likely be a problem for Marcel in the following scenario? Marcel is talking with a group of friends, and one of them begins to talk about a recent skiing trip with her family. Marcel is an excellent skier and really enjoys the activity. environmental distractions daydreaming inaccurate perceptions overconfidence

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overconfidence

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Which of the following are environmental distractions? a TV playing loudly a hot, humid day daydreaming being sick

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a TV playing loudly a hot, humid day being sick

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The scenario given below is an example of which type of non-listening behavior? Katrina: Josie, did you do something different with your hair? It looks really good. Josie: Are you saying it looked bad before? ambushing defensive listening selective listening none of the above

answer

defensive listening

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The scenario given below is an example of which type of non-listening behavior? Patrick: My family just bought a dune buggy and-- Ralph: Oh, my family's owned one for years. I'm a great driver! You should let me take you out in it. pseudo-listening ambushing monopolizing none of the above

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monopolizing

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Getting a pencil and paper ready for taking notes is an example of which of the following effective listening strategies? being attentive being prepared hearing the whole message listening for details

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being prepared

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Identify which stage of the listening process is occurring in the following scenario. Frederick rang the doorbell repeatedly at his friend Jim's house. "Did you get them?" he demanded as soon as Jim opened the door. Jim grinned and held up two tickets to the basketball game. responding understanding evaluating selecting remembering

answer

understanding

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Having good listening skills enables you to do which of the following? Select all that apply. solve problems faster remember everything that is said help others more effectively be more socially accepted

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solve problems faster help others more effectively be more socially accepted

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Identify which stage of the listening process Emily is making use of in the following scenario. Emily's friend Rachelle missed math class one day and wanted to know what had been covered. "Well," said Emily, "we went over prime numbers and factoring and stuff. We're supposed to read Chapter Three by tomorrow and do the first ten problems. Oh, and Ms. Williams said not to worry about Least Common Multiples right now. We'll go over those next week." selecting responding remembering understanding evaluating

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remembering

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What is the first stage in the listening process? responding remembering selecting understanding evaluating

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selecting

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Becoming a better listener will help you increase your circle of influence. True False

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True

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Which type of listening style would be most appropriate for the following scenario? At the beginning of P.E. class, your teacher explains the rules of the touch football game you will be playing. informational critical empathic

answer

informational

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Evaluation is central to empathic listening. True False

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False

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Which of the following are necessary to critical listening? Select all that apply. gathering information evaluating the speaker's credibility judging quickly questioning the speaker's evidence offering support

answer

gathering information evaluating the speaker's credibility questioning the speaker's evidence

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Which type of listening style would be most appropriate for the following scenario? While walking up to the library, you are stopped by a man who asks you to sign a petition to put a certain bill on the ballot. informational critical empathic

answer

critical

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1. pretending to listen while thinking of other things 2. tuning in only when interested in the topic 3. listening for the purpose of accusation 4. interrupting to focus the conversation on oneself 5. interpreting innocent comments as personal attacks

answer

5 defensive listening4 monopolizing 3 ambushing 1 pseudo-listening 2 selective listening

question

Which of the following listening barriers would most likely be a problem for Angie in the following scenario? Angie is at an assembly on her first day of camp. The camp director spends the morning going over the camp rules, activities, and events that will be taking place over the next two weeks. overconfidence information overload inaccurate perceptions all of the above

answer

information overload

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Which of the following listening barriers would most likely be a problem for Nikolai in the following scenario? Nikolai thinks plays are boring, but his friend Carter has tickets to a really exciting play about the Titanic, and he wants Nikolai to go with him. overconfidence information overload daydreaming inaccurate perceptions

answer

inaccurate perceptions

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Sitting up straight and blocking out other distractions in order to focus on the message are examples of which of the following effective listening strategies? being attentive hearing the whole message being prepared listening for details

answer

being prepared

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If you heard someone say "Blue sky the is," which language system would account for the problem? phonology morphology syntax semantics pragmatics

answer

syntax

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Which language style would be appropriate for the given situation? a conversation with friends at a backyard barbeque formal language informal language technical language

answer

informal language

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Which language problem is interfering with effective communication? Frank has always been outspoken. At an office party recently, he told the company president, "You need to plan the budget more carefully." Frank was puzzled by the cold stare he received in response. abstract language disruptive language emotive language equivocal language evasive language irresponsible language

answer

disruptive language

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Which characteristic of nonverbal communication is illustrated in the following scenario? two people greet each other with a handshake ambiguous relational culturally influenced multi-channeled

answer

culturally influenced

question

1. clarifying relationships 2. regulating interaction 3. increasing persuasive power 4. revealing discrepancies 5. managing impressions

answer

2 holding a hand up to signal silence4 frowning while saying "Everything's great!" 3 smiling at children and getting down on their level to speak 1 looking a person in the eye to show good will 5 wearing a new suit to a job interview

question

Which type of nonverbal communication is being used in the example below? Jeremy was up to bat next inning. As he sat on the bench, he chewed his thumbnail and watched the pitcher closely. emblem illustrator regulator affect display adaptor

answer

adaptor

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Which distance zone would be appropriate for the scenario below? Company president Susan Polawski addresses members of the board in her annual report. intimate zone personal zone social zone public zone

answer

public zone

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Which listening style is most appropriate for the situation below? a presidential debate informational critical empathetic

answer

critical

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Which stage(s) of the listening processes is/are illustrated below? Select all that apply. Travis is driving on a busy street. Over the honking horns and rumbling engines, he hears a siren and pulls over to let an ambulance pass. selecting understanding evaluating responding remembering

answer

selecting understanding evaluating responding

question

Which listening barrier is interrupting effective communication in the example below? Garth was telling Monica about his weekend. Monica spent most of the time looking at her cell phone and saying "Uh huh." pseudo-listening monopolizing conversation selective listening ambushing

answer

pseudo-listening

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An "interpersonal relationship" is a relationship between two or more people. True False

answer

True

question

Identify the type of relationship given below. a doctor's relationship with her patient superior-subordinate professional-client employee-public none of the above

answer

professional-client

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Identify the type of relationship given below. the president of a company and one of the departmental managers superior-subordinate professional-client employee-public none of the above

answer

superior-subordinate

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Which of the following are personal-social relationships? Select all that apply. superior-subordinate friendships families employee-public professional-client

answer

friendships families

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Identify the type of relationship in the following scenario. Karin and Jana have lived next door to each other for eleven years. They walk to school together every morning, shop together on the weekends, and even go on vacation with each other. After school, they work at the same store. family friendship acquaintance professional

answer

friendship

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Growth and development in a relationship is _____ . inevitable avoidable random unusual

answer

inevitable

question

1. asking questions to clarify initial perceptions 2. people do not want to spend time together 3. first stage of relationship development 4. involves an increase in personal involvement 5. end of the relationship 6. relationship becomes more formal, publicly recognized 7. talk is reduced to everyday matters 8. stage in which "in-language" usually emerges 9. people begin to pursue outside interests 10. people go through the motions of being committed

answer

6 bonding2 avoiding 1 experimenting 5 terminating 10 stagnating 4 intensifying 8 integrating 7 circumscribing 9 differentiating 3 initiating

question

In which relationship stage are the individuals in the following scenario? Mick and Beth are on their first date. They met at a party two weeks ago and have decided they'd like to get to know each other better. experimenting initiating intensifying bonding integrating

answer

experimenting

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In which relationship stage are the individuals in the following scenario? Quentin and Spencer have both been on the basketball team for the last four months. When they talk about their practices or upcoming games, they often make jokes or refer to things that their friends who are not on the team don't always understand. bonding experimenting integrating initiating intensifying

answer

integrating

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In which relationship stage are the individuals in the following scenario? Rajiv and Jaya have been dating for four months, but Rajiv recently bought an old car that he is fixing up. Jaya prefers to go to the movies with her friends when Rajiv is working on his car. terminating differentiating stagnating circumscribing avoiding

answer

differentiating

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In which relationship stage are the individuals in the following scenario? Elizabeth and Marianne were walking home from school when Elizabeth got a text message. She pulled out her phone to see who it was from and immediately groaned. "It's Walter again," she said, stuffing the phone back into her backpack. "I wish he'd stop texting me all the time. This is like the fourth one today. It's getting really annoying." differentiating circumscribing stagnating terminating avoiding

answer

avoiding

question

1. accommodate 2. relational dialectic 3. sequential

answer

2 competing desires or motivations that influence a relationship1 adapt; agree with 3 arranged in order or succession

question

Relationships tend to develop or deteriorate _____. laterally sequentially both of the above none of the above

answer

sequentially

question

Which relational dialectic is causing tension in the following scenario? Jeff and Diane have been dating for three weeks. Jeff is crazy about Diane and calls her twice every day. Although Diane likes Jeff, she is starting to feel suffocated. autonomy-connected novelty-predictability openness-privacy

answer

autonomy-connected

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Cultivating a relationship requires understanding the other person. Which of the following behaviors demonstrate understanding? identifying with the other person ignoring distractions asking relevant questions all of the above

answer

all of the above

question

Unrestrained self-disclosure will strengthen a developing relationship. True False

answer

False

question

1. identify the source of difficulty 2. focus on each other's good points 3. suggest reasonable solutions 4. work at the relationship even if it feels one-sided 5. put the solutions into effect 6. communicate with each other

answer

1 recognize6 engage 2 affirm 5 integrate 4 risk 3 pose

question

Which REPAIR tactic is being used in the following scenario? Jeff and Diane have talked about Jeff's frequent phone calls. Diane has explained that she finds them overwhelming, and Jeff has agreed to call less often. Now he only calls once every other day. recognize pose affirm integrate risk

answer

integrate

question

Identify the type of relationship given below. a realty agent and a homebuyer superior-subordinate professional-client employee-public none of the above

answer

professional-client

question

Which of the following are professional-functional relationships? Select all that apply. superior-subordinate friendships families employee-public professional-client

answer

superior-subordinate employee-public professional-client

question

Identify the type of relationship in the following scenario. Andrae has an after-school job in a large clothing store. One afternoon, a girl from his math class comes into the store. Andrae helps her find a pair of jeans and a t-shirt that she likes. friendship superior-subordinate employee-public professional-client

answer

employee-public

question

In which relationship stage are the individuals in the following scenario? Jeff and Elena work together. Although they used to talk about everything, lately they only talk about work-related issues. terminating differentiating stagnating circumscribing avoiding

answer

circumscribing

question

In which relationship stage are the individuals in the following scenario? The phone rang. Guy's mother looked at the caller id. "It's for you, Guy. It's Mark again." Guy jumped up from the table. "Tell him I'm not home," he said as he ran out the back door. avoiding differentiating stagnating terminating circumscribing

answer

avoiding

question

To overcome difficulties in relationships, both parties must be accommodating. Which of the following behaviors reflect a spirit of accommodation? Select all that apply. arms folded across the chest a calm, quiet tone of voice seeking common ground being indirect concerning how you really feel compromising your principles

answer

a calm, quiet tone of voice seeking common ground

question

Which relational dialectic is causing tension in the following scenario? Ellen and Bill have been married for five years. On Friday night once a month, they rent a movie and make dinner together. Bill enjoys the activity most of the time, but it's starting to feel a bit boring. autonomy-connection novelty-predictability openness-privacy

answer

novelty-predictability

question

Which relational dialectic is causing tension in the following scenario? John and Jake are identical twins who enjoy most of the same activities and are best friends. But Jake recently asked their parents if he could have his own room instead of sharing with John. autonomy-connection novelty-predictability openness-privacy

answer

autonomy-connection

question

What is the first step in DeVito's strategies for repairing relationships? relationship rejuvenation recognize repair

answer

recognize

question

Which REPAIR tactic is being used in the following scenario? Beth and Edgar are partners on a history project. They can't agree on a topic, so they've gotten together to talk it out and choose something they both like. recognize engage pose integrate risk

answer

engage

question

1. altercasting 2. feedforward 3. disclaimer 4. phatic communication

answer

1 a statement that places a listener into a specific role and asks the listener to consider a problem from a specific perspective3 a statement made to refuse responsibility for something 4 socially significant messages used to open channels of communication 2 messages that are sent prior to the business of conversation so that listeners know what to expect

question

1. places the listener in a hypothetical situation 2. social exchange 3. statement that removes the speaker's responsibility 4. message that opens the channels of communication

answer

1 altercasting4 phatic communication 3 disclaimer 2 conversation

question

The following scenario is an example of which step in the five-step model of communication? Jed: "Hey, what's going on?" Andrew: "Not much. You?" business opening feedback feedforward closing

answer

opening

question

The following scenario is an example of which step in the five-step model of communication? Pramod: "I asked Howard to take a look the problem. He said he would." Max: "Do you think he can fix it?" Pramod: "I think so. He said he fixed something similar last week." closing feedback opening business feedforward

answer

business

question

The following scenario is an example of which step in the five-step model of communication? Jack: "It was nice to meet you." business feedback closing opening feedforward

answer

closing

question

1. "This doesn't really matter, but ..." 2. "Don't misunderstand me; I do like him ..." 3. "Excuse me for interrupting ..." 4. "I know you already know this, but ..." 5. "Hear me out before you decide ..."

answer

3 sin license4 cognitive disclaimer 1 hedging 2 credentialing 5 appeal for suspension of judgment

question

The following scenario is an example of which type of feedback? Jan: "I'm sorry that happened. It really doesn't seem fair." person-focused negative low-monitoring supportive

answer

supportive

question

________________feedback is given with little or no reservation.

answer

Low-monitoring

question

The conversation must be opened, maintained, and closed in a manner that is respectful to both parties. True False

answer

True

question

Which of the following types of openers focuses attention on the listener? self-references other references relational references context references

answer

other references

question

The following statement is an example of which type of opener? "Good morning. This is your captain speaking." self-references other references relational references context references

answer

self-references

question

______________ references are usually innocuous because they are the least personal and direct of the four reference types.

answer

Context

question

Speaker cues for maintaining conversations include which of the following? Select all that apply. turn-maintaining cues turn-requesting cues turn-denying cues turn-yielding cues backchanneling cues

answer

turn-maintaining cues turn-yielding cues

question

In the following scenario, which maxim is not being observed? David: So we climbed behind the waterfall, and there was this huge cave. It was amazing! Zooey: That cloud looks like a bunny. David: What? maxim of quantity maxim of quality maxim of relevance maxim of manner

answer

maxim of relevance

question

A good conversationalist will be: Mindful Boastful Flexible Honest Boorish

answer

Mindful Flexible Honest

question

Not allowing prejudices or stereotypes to influence us is part of which aspect of conversation? mindfulness flexibility honesty

answer

mindfulness

question

To be a good conversationalist, which of the following is most important? being an eloquent speaker having a large vocabulary being a good listener all of the above

answer

being a good listener

question

Which of the following would not be appropriate to ask someone you'd just met? What do you do for a living? How much money do you make? Where did you go to school? none of the above

answer

How much money do you make?

question

Which of the following are reasons why you might need to give someone your full attention in order to understand him or her? ambiguous language body language both of the above none of the above

answer

both of the above

question

Which of the following are some of the guidelines for conversing clearly that James Morris gives in his book The Art of Conversation? Select all that apply. Be relevant. Be detailed. Be exact. Be emotional.

answer

Be relevant. Be exact.

question

In the following situation, sharing the information would be considered gossiping. Allison just made the JV basketball team, but she's only a freshman, so the older girls don't talk to her much. She wants the girls to like her, so she's thinking about telling them why one of the guys on the varsity basketball team got suspended. She overheard two teachers talking about the situation when she was in the office. True False

answer

True

question

1. verbal or nonverbal greeting 2. listener response 3. signals end of conversation 4. foreshadows main message 5. main portion of conversation

answer

1 opening3 closing 5 business 4 feedforward 2 feedback

question

The type of greeting used in a conversation depends on which of the following? history of the relationship context type of conversation desired all of the above

answer

all of the above

question

The following scenario is an example of which step in the five-step model of communication? Jenna: "Give me a call when you're done with finals. We can go out to lunch to celebrate." business feedback closing opening feedforward

answer

closing

question

The following scenario is an example of which type of feedback? Mr. Podsnapper (to Mr. Tremlow): "I think you're headed in the right direction, but you're not considering a couple of key points." delayed critical high-monitoring supportive

answer

critical

question

Which of the following types of openers focuses the listener's attention on an aspect of involvement? self-references other references relational references context references

answer

relational references

question

The following statement is an example of which type of opener? "Looks like it's gonna be another hot one today." self-references other references relational references context references

answer

context references

question

The following statement is an example of which type of behavioral cue? "What do you think we should do?" turn-maintaining cue turn-requesting cue turn-denying cue turn-yielding cue backchanneling cue

answer

turn-yielding cue

question

When conversing with people from other countries, which of the following should you do? avoid idioms avoid slang be mindful of cultural differences all of the above

answer

all of the above

question

Which of the following is inappropriate to ask a new acquaintance? How many siblings do you have? Where do you work? What kind of dog do you have? none of the above

answer

none of the above

question

In the following situation, sharing the information would be considered gossiping. Erin's friend James cracked one of his ribs during football practice, but he doesn't want anyone to find out because he's afraid the coach won't let him play in the upcoming game. Erin is worried that he could increase his injuries and feels like she should tell James's coach. True False

answer

False

question

A first impression is not always important. True False

answer

False

question

If you were performing introductions among the following people, whom would you mention first? president of a company a client manager outside consultant

answer

a client

question

Which of the following would be the most appropriate way to introduce a new employee to a senior partner? Mr. Davis, this is Hannah Parker. She's a recent graduate of Harvard Law School and just joined our team. Jack, this is Hannah. She's new. Mr. Davis, meet Hannah Parker. She just graduated from Harvard Law School at the top of her class. She did an internship with the largest law firm in Boston last summer. She also passed the Bar with flying colors. Hannah, this is Mr. Davis, one of our senior partners. Hannah, this is Jack. Jack, Hannah.

answer

Mr. Davis, this is Hannah Parker. She's a recent graduate of Harvard Law School and just joined our team.

question

Women do not need to stand when being introduced to someone. True False

answer

False

question

Which of the following is/are part of a proper handshake? Select all that apply. hand perpendicular to the ground fingers together squeeze tightly "pump" four or five times clasp and unclasp neatly

answer

hand perpendicular to the ground fingers together clasp and unclasp neatly

question

If you forget a person's name, which of the following should you do? Select all that apply. Just don't call the person by name. Apologize and ask him or her to remind you. Mention your last encounter. Joke about how the person's name is hard to remember.

answer

Apologize and ask him or her to remind you. Mention your last encounter.

question

If errors were made in an introduction, you should not correct them. True False

answer

False

question

If you are at a business function and have not been introduced, which of the following should you do? Wait to be introduced. Clear your throat loudly. Introduce yourself. Look at people until they notice you.

answer

Introduce yourself.

question

The telephone could be considered an important business tool. True False

answer

True

question

Which of the following should you avoid when the person you are calling answers the phone? State your full name and company. State your business succinctly. Ask if the person is available to talk. none of the above

answer

none of the above

question

During a telephone call, voice quality accounts for _____ percent of the overall impression. 30 50 70 90

answer

70

question

Which of the following are acceptable behaviors for telephone conversations? chewing gum listening to the radio sending an e-mail asking to put the caller on hold none of the above

answer

asking to put the caller on hold

question

Which of the following is an appropriate way to end a call? "It was nice doing business with you." "Please let me know if I can answer any other questions." "Thank you for your time." all of the above

answer

all of the above

question

Which of the following should you do in a voicemail greeting? Select all that apply. State your full name. State your company's name. Answer frequently asked questions. Ask the caller to leave a message. Be as detailed as possible. Leave an alternate number.

answer

State your full name. State your company's name. Ask the caller to leave a message. Leave an alternate number.

question

On a home or cell phone voicemail, it is fine to use playful, funny greetings. True False

answer

False

question

The same rules apply to business emails that apply to personal emails. True False

answer

False

question

Because of the possibility for misinterpretation in e-mail, which of the following should you do? Make the message long and thorough. Be very clear. Use jokes to lighten the tone. all of the above

answer

Be very clear.

question

In business e-mails, it is important to respond within twenty-four hours. True False

answer

True

question

Which of the following should you include in e-mails? message threads chain letters personal information none of the above

answer

message threads

question

It is okay to be more familiar in an e-mail than you would be in person. True False

answer

False

question

The word 'criticism' has a negative connotation even though many positive attributes can be derived from critcism. True False

answer

True

question

Which of the following should you do when receiving criticism? Select all that apply. listen hear think react

answer

listen think

question

If you receive criticism that you feel is unjust, what should you do? Speak up and tell the person he or she is wrong and not being fair. Don't say anything. Explain to the other person in private why you feel the criticism is unjust. Ignore the person who is criticizing you.

answer

Explain to the other person in private why you feel the criticism is unjust.

question

Which sentence is an effective example of I-language for the following scenario? Aaron's coworker Bryce has not been working on the team project their boss assigned them. "I need you to do some work on this project." "I feel like this assignment isn't a priority to you." "I wish you wouldn't be so casual about this." "I think you're incompetent."

answer

"I need you to do some work on this project."

question

When should you call someone by his or her first name? Select all that apply. when asked to when that person calls you by your first name when that person is someone of equal rank whenever you feel like it

answer

when asked to when that person is someone of equal rank

question

If you don't know whom to introduce first, you are still better off making the introductions even though you might make a mistake. True False

answer

True

question

Which of the following are essential nonverbal behaviors? smiling making eye contact shaking hands all of the above

answer

all of the above

question

Mike's brother wants to introduce Mike to some good friends. What would be the best response for Mike to give to the following introduction? "Mike, this is my good buddy, Jeff Lewis." "How do you do, Mr. Lewis." "Hi, nice to meet you, Jeff." "Hey." none of the above

answer

"How do you do, Mr. Lewis."

question

When introducing yourself, you should state your name, title, and place of work. True False

answer

False

question

If you call someone and he does not have time to talk, you should ask him to call you back at a time that is more convenient for him. True False

answer

False

question

Which of the following should you do when answering the telephone in a business environment? Select all that apply. State your full name. Use a colloquial greeting. Smile. Mention the name of your company.

answer

State your full name. Smile. Mention the name of your company.

question

How often should you update a caller who is on hold? every minute once, after the first minute every two to three minutes only when you have something new to say

answer

every minute

question

When leaving a message, which of the following should you include? Select all that apply. your full name your company's name your telephone number the time of your call the reason for your call

answer

your full name your company's name your telephone number the time of your call the reason for your call

question

Which of the following makes miscommunication more likely in e-mail? absence of nonverbal cues absence of voice inflection absence of immediate feedback all of the above

answer

all of the above

question

Which of the following should you use sparingly in e-mails? Select all that apply. all caps extensive punctuation abbreviations salutations emoticons signatures

answer

abbreviations emoticons

question

Accurately describing the message in the subject line makes it more likely that the message will be read. True False

answer

True

question

Which of the following should you do when receiving criticism? Select all that apply. Be polite. Think about how you could improve. Think about why it's not your fault. Offer an excuse. Challenge unjust criticism with specific examples.

answer

Be polite. Think about how you could improve. Challenge unjust criticism with specific examples.

question

Which of the following should you do when offering criticism? Select all that apply. Examine your motives. Offer encouragement. Be indirect. Acknowledge your faults. Focus on the positive, not the negative. Use I-language. Be specific.

answer

Examine your motives. Offer encouragement. Acknowledge your faults. Use I-language. Be specific.

question

Which sentence is an effective example of I-language? "You need to do your chores." "I've told you a million times to take out the trash." "I wish you'd do your chores when I ask you to." "I don't like having to remind you about your chores."

answer

"I don't like having to remind you about your chores."

question

An "interview" usually includes two people questions and answers a purpose all of the above

answer

all of the above

question

What type of interview would most likely be used for the following situation? interviewing a celebrity about her latest movie selection information-gathering problem-solving persuasive

answer

information-gathering

question

What type of interview would most likely be used for the following situation? calling someone who is behind on his credit card payment selection information-gathering problem-solving persuasive

answer

problem-solving

question

What type of interview would most likely be used for the following situation? casting someone as a host on a talk show selection information-gathering problem-solving persuasive

answer

selection

question

In which part of an interview would you establish a proper tone? opening body closing

answer

opening

question

In which part of an interview would you plan a follow-up meeting? opening body closing

answer

closing

question

Which of the following is preparation for both the interviewer and the interviewee: research question development the proper way to tie a Windsor knot practice

answer

research question development practice

question

Which of the following is an open question? "Where are you from?" "When did you graduate from college?" "Why did you leave your last job?" "Do you have transportation to work?"

answer

"Why did you leave your last job?"

question

Bobby is planning to interview his grandfather. His goal is to find out what it was like to be a soldier in World War II. Which of the following questions would best help him meet his goal? What did you do on a typical day? How did the war start? Which countries fought in the war? How many people fought in the war?

answer

What did you do on a typical day?

question

If you were interviewing a champion surfer about his latest competition, what kinds of things might you want to research? Select all that apply. surfing terminology and jargon oceanography locations of surf pro shops popular surfing attire the competition's history

answer

surfing terminology and jargon the competition's history

question

What should an interviewee practice for a job interview? Select all that apply. giving the perfect compliment telling a good joke or two recalling background information giving examples of past achievements

answer

recalling background information giving examples of past achievements

question

What would be the best way to respond to an unlawful interview question in order to promote a successful conclusion to the interview? ignoring the question tactfully deflecting the question refusing to answer the question challenging the interviewer's right to ask the question

answer

tactfully deflecting the question

question

What type of interview would be most likely for the following scenario? interviewing a football player who made the winning touchdown selection information-gathering problem-solving persuasive

answer

information-gathering

question

What type of interview would be most likely for the following scenario? calling voters to encourage them to vote a certain way selection information-gathering problem-solving persuasive

answer

persuasive

question

What type of interview would be most likely for the following scenario? interviewing contestants for a new reality show selection information-gathering problem-solving persuasive

answer

selection

question

In which part of an interview would the interviewer ask questions that help accomplish the goal of the interview? opening body closing

answer

body

question

In which part of an interview would you indicate the purpose of the interview? opening body closing

answer

opening

question

Which of the following would be a closed question? What interests you about this job? Why did you decide to change career fields? Where do you see yourself in five years? When did you move here?

answer

When did you move here?

question

Monica is planning to interview the basketball coach. Her goal is to find out how teamwork has contributed to the team's winning record. Which of the following questions would best help her meet this goal? Why did you decide to become a basketball coach? What different skills do the basketball players bring to the court? How many games have you won so far? What was your best game?

answer

What different skills do the basketball players bring to the court?

question

When seeking a job, which of the following would you want to research before the interview? employee satisfaction at the company the company's size and recent growth the company's goals all of the above

answer

all of the above

question

Which topic is likely to be covered during a job interview? work experience physical appearance family all of the above

answer

work experience

question

It is unlawful for an employer to ask a job candidate questions about which of the following? Select all that apply. religion favorite activities age criminal record skills disabilities

answer

religion age criminal record disabilities

question

Which relational dialectic is at work in the following scenario? Lisa has just turned sixteen. While her mother has always been a bosom friend, recently, Lisa has begun to distance herself, at times feeling like her mom is smothering her. Fortunately, Lisa's mom wisely recognizes that Lisa is quickly approaching adulthood and needs more space than she used to. autonomy-connection novelty-predictability openness-privacy

answer

autonomy-connection

question

Which aspects of the REPAIR model are in use in the following scenario? Select all that apply. When Tommy received his test, he decided that he didn't agree with the grade his teacher gave him. After listening to Tommy's argument, his teacher said, "Tommy, you've obviously studied hard. We're debating over a high A versus a low A. But I simply cannot accept your answer here. Next time, make sure that you include the historical data like the instructions call for." Recognize the problem or source of difficulty. Engage in conversation to discover a mutually satisfying resolution. Pose reasonable, fair solutions. Affirm the other person's importance. Integrate the solution into your behavior. Risk having to bear the load for sake of resolving the conflict.

answer

Recognize the problem or source of difficulty. Engage in conversation to discover a mutually satisfying resolution. Pose reasonable, fair solutions. Affirm the other person's importance.

question

Identify which conversation step from the Five-Step Model is taking place in each line of the following conversation. Justin: Hey, Jeff! - Jeff: Yeah? - Justin: Get ready for the news of the day! - Jeff: Okay. - Justin: I got that job I was after! - Jeff: Wow! That's great! - Justin: Thanks! Starts right now! Later! -

answer

opening feedback feedforward feedback business feedback closing

question

Jeff's response to Justin assumes that Justin is following which maxim? Justin: Hey, Jeff! Jeff: Yeah? Justin: Get ready for the news of the day! Jeff: Okay. Justin: I got that job I was after! Jeff: Wow! That's great! Justin: Thanks! Starts right now! Later! maxim of quantity maxim of quality maxim of relevance maxim of manner

answer

maxim of quality

question

Which rules for handling introductions are being broken in the following scenario? Select all that apply. "Hey, Ted, this is Bill. He's the CEO. Rule 1: Make them—an awkward introduction is better than no introduction. Rule 2: Acknowledge status—introduce people of lesser status to those of greater status. Rule 3: Include relevant information—work titles, roles, and areas of common interest. Rule 4: Include titles—don't assume you're on a first name basis. Rule 5: Own up to memory loss; if you don't remember a person's name, don't fake it. Rule 6: Remember that nonverbal communication is as important as verbal. Rule 7: Respond in kind when introduced. Rule 8: When introducing yourself, apply all rules above, but refrain from using personal titles.

answer

Rule 2: Acknowledge status—introduce people of lesser status to those of greater status. Rule 4: Include titles—don't assume you're on a first name basis.

question

Which rules for handling phone calls are being followed in the following scenario? Select all that apply. "Hello, this is Kelly Chambers with Smith and Associates. I'm calling for Jasper Klondike, Director of Marketing. We had arranged a 2:00 appointment. Is he available to speak? Yes, I'll hold." ... "Ms. Chambers, Jasper Klondike here. Sorry to keep you on hold. I have your e-mail in front of me. I've got answers to two of your questions. (conversation continues) Rule 1: Be sensitive to schedules and time zones when making calls. Rule 2: State your full name, business title, and purpose of call up front when calling. Rule 3: Check availability—don't assume the person has time to talk right then. Rule 4: Be prepared with documents, research, questions, etc. Rule 5: Sound as nice as you should be. Smile as you speak. Rule 6: Pay attention, reduce background noise, and take calls in order. Rule 7: Treat callers on hold with care. Apologize. Update them frequently. Rule 8: Close calls with a summary and a thank you.

answer

Rule 1: Be sensitive to schedules and time zones when making calls. Rule 2: State your full name, business title, and purpose of call up front when calling. Rule 3: Check availability—don't assume the person has time to talk right then. Rule 4: Be prepared with documents, research, questions, etc. Rule 5: Sound as nice as you should be. Smile as you speak. Rule 7: Treat callers on hold with care. Apologize. Update them frequently.

question

Which of the following interview questions are unlawful? Select all that apply. Have you done jobs requiring heavy lifting in the past? Do you have any physical disabilities? So, tell me about your family. Are you married? We need a writer for a world religions course. Can you be objective?

answer

Do you have any physical disabilities? So, tell me about your family. Are you married?

question

Which rules for handling criticism are being followed in the following scenario? Select all that apply. "Jackie, I'd like to talk to you about your essay. It's brilliant! I think you should publish it after you go back and clear up some problems with pronoun reference. Pronouns are my challenge, too." Rule 1: Listen and think; don't hear and react when receiving criticism. Rule 2: Praise in public; correct in private. Rule 3: Balance criticism with encouragement. Rule 4: Admit your faults. Rule 5: Use "I-language." Rule 6: Be specific.

answer

Rule 3: Balance criticism with encouragement. Rule 4: Admit your faults. Rule 6: Be specific.

question

1. two people communicating 2. mutual assistance, support, or interaction 3. a standard of conduct or behavior 4. a person who presides over a group

answer

1 dyad2 interdependent 3 norm 4 moderator

question

Which of the following are characteristics of a group? Select all that apply. Members interact according to norms. Members are interdependent. Members have limited interaction. Members work toward a common goal.

answer

Members interact according to norms. Members are interdependent. Members work toward a common goal.

question

Would the individuals in the following scenario constitute a group? tennis partners yes no

answer

no

question

Would the individuals in the following scenario constitute a group? chess club members yes no

answer

yes

question

1. gathers information about people's opinions regarding a particular issue or product 2. generates ideas 3. makes recommendations to improve an organization 4. uses expertise of each member to accomplish a common goal 5. provides information and advice on policies and decisions 6. makes decisions and deals with issues that arise 7. increases the knowledge or skills of each member

answer

7 learning/educational group2 brainstorming group 1 focus group 3 quality circle 5 advisory group 4 integrated work team 6 problem-solving group

question

Is the following example a social group or a task group? a support group for people who have lost loved ones in car accidents social task

answer

social

question

The following is an example of which type of task group? astronomy club brainstorming group integrated work team learning/educational group problem-solving group

answer

learning/educational group

question

Quality circles accomplish their work by doing which of the following? Select all that apply. meeting to discuss problem areas identifying areas that need improvement developing suggestions for solutions implementing changes

answer

meeting to discuss problem areas identifying areas that need improvement developing suggestions for solutions

question

Which small group format generally selects members because they are experts on the issue being discussed? panel discussion parliamentary procedure symposium forum

answer

panel discussion

question

Which small group format has very little interaction between members? forum panel discussion parliamentary procedure symposium

answer

symposium

question

Which small group format allows members of the audience to respond to the speakers? panel discussion parliamentary procedure forum all of the above

answer

forum

question

Which of the following can be classified as organizations: Greenpeace he Boy Scouts of America The Parent Teacher Association All of the above

answer

All of the above

question

Is the following a social organization or a task-oriented organization? college sorority social task-oriented

answer

social

question

Is the following a social organization or a task-oriented organization? NAACP social task-oriented

answer

task-oriented

question

Is the following a social organization or a task-oriented organization? American Cancer Society social task-oriented

answer

task-oriented

question

Formal communication channels are _____. unofficial hierarchical unauthorized all of the above

answer

hierarchical

question

Is the following an informal or formal communication channel? e-mail to coworkers about a credit card scam formal informal

answer

informal

question

When starting a new job with an organization, which of the following would be the best sources to consult in order to learn the norms of the organization's culture? Select all that apply. policy manual your coworkers your supervisor the Internet

answer

policy manual your supervisor

question

Would the individuals in the following scenario constitute a group? cheerleading squad yes no

answer

yes

question

Would the individuals in the following scenario constitute a group? first responders at the scene of an accident yes no

answer

no

question

Is the following a social group or a task group? city council social task

answer

task

question

The following is an example of which type of task group? a group of Christmas shoppers polled by a marketer to find out which gifts are most popular brainstorming group integrated work team focus group quality circle

answer

focus group

question

The following is an example of which type of task group? General contractors, electricians, plumbers, and others from a local community have come together and volunteered to build three houses for Habitat for Humanity. problem-solving group integrated work team learning/educational group advisory group

answer

integrated work team

question

Which small group format facilitates decision-making by regulating the discussion according to prescribed rules? panel discussion symposium parliamentary procedure forum

answer

parliamentary procedure

question

Is the following a social organization or a task-oriented organization? a country club social task-oriented

answer

social

question

Is the following a social organization or a task-oriented organization? Students Against Destructive Decisions (SADD) social task-oriented

answer

task-oriented

question

Is the following an informal or formal communication channel? face-to-face performance review between an employee and her manager formal informal

answer

formal

question

Is the following an informal or formal communication channel? face-to-face conversation between two co-workers to recap a missed meeting formal informal

answer

informal

question

Competent group communicators make an effective group. True False

answer

True

question

What is the correct ratio of task to maintenance roles? 1:1 1:2 2:1 3:1

answer

2:1

question

Effective group participation requires group members to contribute to a common goal. True False

answer

True

question

Which of the following are characteristics of productive conflict? using I-language offering personal criticism focusing on issues critically evaluating ideas

answer

using I-language focusing on issues critically evaluating ideas

question

Which area of individual competence best guards against groupthink? critical thinking effective listening understanding all of the above

answer

critical thinking

question

Which area of individual competence is most important for accurately perceiving group members? fulfilling productive roles critical thinking effective listening assertion

answer

effective listening

question

Which area of individual competence is lacking in the following scenario? A group member is concerned that her ideas will not be accepted by other group members, so she avoids contributing unless asked to. critical thinking effective listening assertion understanding

answer

assertion

question

Which area of individual competence is lacking in the following scenario? A group leader is speaking to his group about the need to increase productivity. In order to avoid offending the group members, he is being vague and indirect. His comments are met with confused looks. understanding productive conflict assertion all of the above

answer

all of the above

question

A systematic approach to problem solving enables groups to conduct profitable discussions. True False

answer

True

question

Which of the following can be part of analyzing a problem? gathering and examining pertinent information evaluating the information for relevancy and truth redefining the problem all of the above

answer

all of the above

question

What idea-generating technique allows members to spark each other's imagination through interaction? freewheeling listening role-playing brainstorming

answer

brainstorming

question

Which of the following are criteria for possible solutions? Select all that apply. Will the solution address the problem without adverse side effects? Are all group members in favor of the solution? Can the solution be implemented by the group? Will the solution require any modification in the future?

answer

Will the solution address the problem without adverse side effects? Can the solution be implemented by the group?

question

Which decision-making method requires that members vote? consensus authority rule majority rule all of the above

answer

majority rule

question

What is the primary concern when implementing a solution? being creative being specific being flexible being authoritative

answer

being specific

question

Rectangular seating at group meetings: _____. Select all that apply. creates an uneven flow of communication gives an appearance of authority figures at the ends of the table creates good sight lines for everyone at the table sends a message of equality

answer

creates an uneven flow of communication gives an appearance of authority figures at the ends of the table

question

Which of the following are task roles? Select all that apply. coordinator critic harmonizer recorder aggressor

answer

coordinator critic recorder

question

Groups whose members think independently are less effective than very cohesive groups whose members do not challenge each other's ideas. True False

answer

False

question

Members of a small group are having a difficult time understanding each other's viewpoints. Which group role most needs to be fulfilled to correct this problem? encourager opinion seeker clarifier/elaborator harmonizer

answer

clarifier/elaborator

question

Which of the following should you consider when thinking critically about an issue? the facts your feelings the validity of your thought processes all of the above

answer

all of the above

question

Which area of individual competence will best encourage interaction and help members feel more comfortable sharing thoughts and feelings? critical thinking effective listening productive conflict none of the above

answer

effective listening

question

Which of the following are examples of assertive behavior? Select all that apply. criticizing the ideas of others speaking confidently deferring to other members' opinions making eye contact

answer

speaking confidently making eye contact

question

Using clear, precise language and offering clarification when necessary are examples of which area of individual competence? critical thinking effective listening understanding productive conflict

answer

understanding

question

What is the first step in the systematic approach to problem solving? Analyze the problem. Identify possible solutions. Define the problem. Create the group.

answer

Define the problem.

question

Brainstorming is part of which step in the problem-solving process? Analyze the problem. Develop creative solutions. Identify possible solutions. Define the problem.

answer

Develop creative solutions.

question

What idea-generating technique allows members to intentionally develop unconventional or outlandish ideas? brainstorming role-playing freewheeling all of the above

answer

freewheeling

question

What is the last step in the systematic approach to problem solving? Select a solution. Monitor the effects. Define the problem. Implement the solution.

answer

Monitor the effects.

question

1. Family 2. Club 3. Athletic team 4. Study Group

answer

1 Authority or Status2 Elected 4 Ability to Influence 3 Skills

question

Which of the following are characteristics of authoritarian leadership? Select all that apply. single authority figure as the leader decisions made very efficiently a lot of interaction between members depends on group discussion

answer

single authority figure as the leader decisions made very efficiently

question

Which of the following are characteristics of democratic leadership? Select all that apply. live-and-let-live approach may consist of more than one leader all members included in the decision-making process members are self-directed

answer

may consist of more than one leader all members included in the decision-making process

question

Which style of leadership is being used in the following situation? At a start-up company with only five employees, the president and vice-president often hold meetings with the entire staff. They solicit ideas from all employees and make decisions based on the employees' input. authoritarian laissez-faire democratic

answer

democratic

question

Which style of leadership would be most effective in the following situation? At a hardware store, a young employee accidentally slices her hand open with a utility knife while unpacking boxes. Several employees and her manager rush to her aid. authoritarian laissez-faire democratic

answer

authoritarian

question

Which leadership function involves introducing members to each other or initiating ice-breaker activities? interaction discussion management evaluation conflict management

answer

interaction

question

A meeting agenda includes which of the following? Select all that apply. meeting place and time summary of the meeting topics list of topics that will be covered time span for each topic

answer

meeting place and time list of topics that will be covered time span for each topic

question

Which leadership function involves keeping group members focused on the issue at hand? interaction evaluation discussion management conflict management

answer

discussion management

question

Which leadership function is used to guard against groupthink? conflict management evaluation making and keeping an agenda interaction

answer

evaluation

question

Which leadership function is most needed in the following scenario? Marissa and Chase are debating the most effective way to market a new brand of golf clubs. Chase thinks they should give away golf balls with the brand name on them. Marissa insists that a celebrity endorsement would be better. conflict management discussion management making and keeping an agenda interaction

answer

conflict management

question

Which of the following are characteristics of laissez-faire leadership? Select all that apply. The group members are self-directed. The leader resolves conflicts and determines policies. Decisions are made quickly. A live-and-let-live approach is followed.

answer

The group members are self-directed. A live-and-let-live approach is followed.

question

Authoritarian leadership's pattern of communication generally extends from leader to member rather than from member to member. True False

answer

True

question

Which style of leadership is being used in the following situation? Marie's parents encourage her and her siblings to be free spirits. There are very few rules in their home, and natural consequences are stressed more than discipline. authoritarian laissez-faire democratic

answer

laissez-faire

question

Which style of leadership would be most effective in the following situation? Anthony, Pedro, Angie, and Emma have just been assigned a group project in their English class. They need to choose a book, come up with a specific project about it, and divide the work authoritarian laissez-faire democratic

answer

democratic

question

Which leadership function involves regulating the time spent on each topic? Select all that apply. conflict management making and keeping an agenda interaction evaluation

answer

making and keeping an agenda

question

Which of the following should a leader encourage group members to do in order to keep conflict productive? Select all that apply. Express ideas respectfully. Listen to others' ideas. Don't respond when attacked. Be open to alternate opinions. Give in if others feel more strongly about the issue.

answer

Express ideas respectfully. Listen to others' ideas. Be open to alternate opinions.

question

Which leadership function is most needed in the following scenario? A department within a large company has been asked to go on a team-building retreat. They need to decide where to go and what activities they think will best help them to work as a team. Evan: I think the team-building retreat should be at a ski resort. Allison: I don't know how to ski. Mark: We can teach you. It'll be a team effort. Allison: What if I hit a tree? Evan: That would be lame. Didn't that happen to one of the Kennedys? Mark: Yeah, and Sonny Bono, too. conflict management discussion management interaction evaluation

answer

discussion management

question

Consensus allows group members to agree to disagree and come to a decision with a majority vote. True False

answer

False

question

Which leadership function is being employed in the following scenario? Jason and his twin sister Joan are building a tree house with their dad's supervision. Jason: I think we should build it on the ground and then lift it up into the tree. That way we don't have to balance on ladders while we build it. Joan: That's a really good idea! Dad: Now wait a minute. If you build it on the ground, won't it be too heavy and awkward for you to lift it up into the tree afterwards? conflict management interaction discussion management evaluation

answer

evaluation

question

Which of the following small group formats would most likely be used in a formal group that is focused on making decisions as efficiently as possible? panel discussion parliamentary procedure symposium forum

answer

parliamentary procedure

question

Which of the following regulate the structure of a group? social norms procedural norms task norms

answer

procedural norms

question

1. task role 2. maintenance role 3. dysfunctional role

answer

2 gatekeeper3 recognition seeker 1 clarifier

question

Which of the following are areas of individual competence? Select all that apply. effective listening skills ability to direct critical thinking assertion

answer

effective listening skills critical thinking assertion

question

In which step of the problem-solving process would group members evaluate their ideas for feasibility? Identify possible solutions. Develop creative solutions. Analyze the problem. Implement the solution.

answer

Identify possible solutions.

question

A group set up to decide how to improve a company's public image would most likely have which style of leadership? authoritarian laissez-faire democratic

answer

democratic

question

A leader is responsible for which of the following? Select all that apply. keeping the meeting on track encouraging critical thinking eliminating conflict offering evaluation

answer

keeping the meeting on track encouraging critical thinking offering evaluation

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