Which of the following are skills a security professional should have and use at all times? A. Good observation skills. B. good communication skills. C. Tolerance. D. All of the above.

D. All of the above. More test answers on https://studyhippo.com/iahss-full-study-guide/

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

Workers in high-tech fields do not need good communication skills. More test answers on https://studyhippo.com/business-communication-mid-term/

Home Page Arts And Humanities English Linguistics Good Communication Skills

Good Communication Skills Flashcards, test questions and answers

Q: This year I was introduced to the national program of SkillsUSA. After hearing about it’s goals and potential benefits I decided to join and become an active member of the team. SkillsUSA is an important part of the career path I am on. Through SkillsUSA, I have further deepened my traits to make me a dedicated and hard worker. To be apart of the workforce I must be focused, take charge, and have good communication skills.

decided deepend dedicated More test answers on https://studyhippo.com/skillsusa-prepared-speech/

Discover flashcards, test exam answers, and assignments to help you learn more about Good Communication Skills and other subjects. Don’t miss the chance to use them for more effective college education. Use our database of questions and answers on Good Communication Skills and get quick solutions for your test.

We've found 10 Good Communication Skills tests

Advise The Client Client Care Foundations Of Professional Nursing Good Communication Skills Nursing Oncology

HESI Case Studies–Management-Management of an Oncology Unit (Chen Lo) – Flashcards 22 terms

Lucas Davies

22 terms

Preview

HESI Case Studies–Management-Management of an Oncology Unit (Chen Lo) – Flashcards

question

1. How should Ms. Lo respond?

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"I need you to find the reports as quickly as possible."

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2. Which action should the charge nurse implement in response to this information?

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Contact the HCP immediately to report the lab test results verbally

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3. What is the best response by the charge nurse?

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"You may obtain data from the charts untili the staff nurse assigned to your client has time to give report."

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4. A PN may be assigned to care for a client with which nursing diagnosis?

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Impaired physical mobility related to arthritis

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5. Which of the clients experiencing pain management problem is the most appropriate assignment for the PN?

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Complaining of constipation after using opioid analgesics for 1 week.

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6. What actions should Ms. Lo implement first?

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Observe the suspected abuser's behavior to confirm the nurse's suspicions

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7. How should Ms. Lo respond?

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"Random drug testing protects all of the staff and clients from unsafe practice."

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8. Which client care assignment makes use of this RN's expertise?

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Monitor a client with thrombocytopenia who is receiving platelets.

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9. Which client should be assigned to the RN rather than the PN?

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Unwilling to observe his new ileostomy stoma and pouch.

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10. Which client care activity should be assigned to the PN from the float pool?

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Provide postmortem care

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11. What action should the charge nurse implement?

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Review the tasks assigned to the UAp to help determine priorities

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12. How should Ms. Lo respond?

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Allow the student to assist the PN with postmortem care, but remind him that the UAP may not delegate client care

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13. Which task can be delegated to the UAP who is assisting the nurse in the performance of tracheostomy care?

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Apply the oxygen mask over the tracheostomy

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14. What action should Ms. Lo implement?

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Return to the client's room with the student and explain the meaning of the DNR status to the client

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15. After speaking with the client about the change in DNR status, what action should the charge nurse initiate first?

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Notify the HCP of the client's wishes

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16. What action should the charge nurse implement first?

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Page the emergency response team

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17. Which instruction is most important to emphasize with the primary RN caring for the client?

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"Perform circulation checks every 15 minutes and report any changes."

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18. What management error has just occurred? (Select all)

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-The RN delegated care to the UAP that should have been performed by the RN -The RN delegated assessment of the client's IV site to a UAP

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19. Which action should Ms. Lo take first?

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Assign an RN to assess a newly admitted client diagnosed with brain cancer

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20. What action by the charge nurse has the greatest priority?

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Advise the primary RN that a new admission will be arriving shortly

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21. With whom should Ms. Lo collaborate to revise the nursing plan of care for this man's mother? (Select all)

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-The primary nurse caring for this client -The hospital chaplain

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22. Which action should the charge nurse implement?

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Provide a list of hospices that are in the area

STUDY

Good Communication Skills Structural Family Therapy Systems Theory Verbal And Non Verbal

WK 10 Ch 9 Structural Family Therapy – Flashcards 99 terms

Anthony Richie

99 terms

Preview

WK 10 Ch 9 Structural Family Therapy – Flashcards

question

Structural Family Theory was developed by

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Minuchin

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Focus of Structural Family Theory

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Structure

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Structure refers to

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the invisible and unspoken rules that organize how family members interact

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Family Emotional Theory vs Structural Family Theory interventions

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Family Emotional Theory is reflective and Structural Family Theory is demands action

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Family Emotional Theory vs Structural Family Theory focus

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Family Emotional Theory focuses on emotions and Structural Family Theory focuses on external archictecture

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Structure concepts

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authority, rules, boundaries

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When there are appropriate authority, rules, boundaries,

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emotional lives develop in satisfactory ways

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Structural Family Theory origins

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psychoanalytic practice, institutionalized boys, multi-problem families

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Minuchin was the first family theorist to...

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work with multi-problem families

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Minuchin influences:

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-Structural functionalism (Parsons) -Experiental intervention (Satir)

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structural functionalism

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Talcott Parsons -society as social systems -has structures (repetitive patterns/behaviors) that should be evaluated in terms of their contribution to the maintenance of the system -

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structural functionalism emphasis

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Shared norms and common actors in the system

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Structural functionalism system founders are

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motivated actors whose Bx are held in check by - role expectations -power of sanctions - their shared desire to uphold institutional values

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structural functionalism, a social institution (family) is...

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an established order comprising rule-bound behavioral patterns

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Virginia Satir

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Experential -Developed family communication interventions and sculpting techniques

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Family therapy has been expanded to include ideas from

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solution-focused therapy

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Solution focused therapy

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Miracle questions Uses group intervention methods Structural ecosystems therapy Focus on environment when working with substance abuser

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Main concepts of Structural Family Theory

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Executive authority Subsystems Boundaries Rules Roles Alliances Triangles Flexibility Communication Others

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Executive authority

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A person or people they position primary decision making power

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Adult members of families consisting of more than one generation should...

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-exercise primary authority Other members can share authority

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SWer executive authority assessment:

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-who has power -how it shifts depending on circumstances -how decisions are made -the extent to which the opinion and needs of all members are taken into account

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Subsystems

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patterns of interactions

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Any family for >2 members should have

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subsystems

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Serious conflict develops in subsystems when:

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-One family member inappropriately excludes others -including diminishing the power of another parent

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Boundaries

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mental and physical separateness

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Healthy boundaries

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Families must preserve some mental and physical separateness for each member for effective functioning

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Boundary types

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Internal and external

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Internal boundaries

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Barriers that regulates the expected amounts of contact family members are to have with one another

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Internal boundary types

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Rigid and fluid

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rigid boundaries

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isolation

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Fluid boundaries

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too close to one another

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external boundaries

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Separation of family unit from outside systems

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Rules

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Bx and responsibilities that are expected of each family member to adhere to -age appropriate norms

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Who makes up rules

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executive authorities

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Roles

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A member's function within the system

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SWr assessment of roles:

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-appropriate, -satisfied with the roles a member is -if a member experiences stress from "role overload" -how roles are defined

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Some members assume roles based one

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family circumstances

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Can roles change?

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Yes, over time and context

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Who has roles?

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each member

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Alliances

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Conditions in which 2 family members interact cooperatively

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Triangles

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An alliance in which 2 members turn their attention to a 3rd member for support when in conflict with 1 another

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Triangles become disruptive when

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negatively affecting other members

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Trangles: Fam. Struct. Theory VS Fam. Emo Theory

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Structural family theory focuses on the long-term threat to the family organization, whereas family emotional therapy focuses on emotional outcomes for the most vulnerable triangle member

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Negative Triangles

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develop outside of the party's awareness

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Triangles are a natural process of

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Stress relief

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Flexibility

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When families adjust structures to accommodate predictable/unpredictable changes and maintain effective functioning

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Types of changes

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Predictable: moving of a member to a new life stage Unpredictable: loss of job

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Communication

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Conveying messages

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Family Structural Theory focuses on what in communication?

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structure

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Types of communication

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Verbal and non-verbal

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SWer can assess and help family to...

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become aware of rules

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Communication rules

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Who is permitted to talk to whom, about what issues and in what tones of voice

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Other concepts

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Cultural considerations Family goals Family life-cycles stages Family myths External system influences

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cultural considerations

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Family goals

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Families do not always openly articulate a set of goals

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With family goals, the social worker should assess

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Family awareness Consensus levels Functionality

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Family life-cycles stages

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The complex relationship between people and their environmental systems during predictable and unpredictable life transitions

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Family myths

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Shared family beliefs that evolve into families effort to define itself set boundaries with the outside community and perhaps protect members from both internal and extra conflict they are cultural factors

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External system influences

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Families exist in the midst of other identifiable systems that contribute to conditions that influence the family structure and the quality of life of its members

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With external system influences, the social worker should assess

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effects of the families interactions with these other systems

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external system family activities assigned by the social worker can include

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-linkage referral -mediation -advocacy activities

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What map focuses on external system influences?

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eco-map

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The nature of problems

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Power imbalances Subsystem boundaries that are too rigid or diffused disengaged family members Enmeshed members Pervasive conflict or tension related to avoidance Failure of the system to realign Member resistance to formal family change process

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Power imbalances

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a situation in which the wrong members have the most power in the family

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Subsystem boundaries that are too rigid or diffused

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produce situations in which the numbers are either emotionally or physically isolated from each other or two involved in each others lives

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disengaged family members

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do not interact with other members or with the family system in general

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Enmeshed members

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rely too much on one another for support and assistance instead of developing their own life skills

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Pervasive conflict or tension related to avoidance

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related to avoidance when members of the family lack good communication skills

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Failure of the system to realign

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Family problems may derive from this after a stressful event such as birth or death of a family member

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Member resistance to formal family change process

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elated to the "failure to realign," but indicates a lack of flexibility in the family system to accommodate any changes

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Change motto

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Action precedes understanding

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The clt-SWer relationship

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The social worker must take charge, be the expert and lead -Minuchin

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Assessment

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-Warm-ups (ice breakers) -short, informal info gathering -each member describes the issue that brought them to the agency and background -observe to get info (not ask) -asked to enact -noticies positive and negative

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Observations for assessing

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What are the patterns of interacting How does the family present itself structurally Where does the power lie What systems appear to be prominent Does the presenting problem function for the family What are the patterns of managing stress How sensitive are family members to each other's feelings and needs What do members expect from each other Do the members accommodate each other's needs Is the family involved with external systems

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Interventions

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Repetition Relabeling Problem tracking Teaching stress management skills Discussion and mutual decision making Manipulating space Communication skills training Role plays Assign tasks

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Repetition

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necessary for structural changes to become internalize in the family system

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Supporting system strengths

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the social worker providing compliments about aspects of family function that are going well

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Supporting system strengths develops rapport by...

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Being empathetic and non-judgmental

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Relabeling

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normalizing a problem helps family members develop a new perspective about themselves that is more constructive

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When relabeling the SWer shouldn't...

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excuse behavior but places it into a context that produces defensiveness and the stigmatization of any family member as the problem

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Problem tracking

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encourages the family to track its target behaviors between sessions so that members can more clearly identify the structural patterns and get accustomed to working actively on a problem resolution

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Teaching stress management skills

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can enhance the self-control of members prior to initiating any anxiety provoking interactions

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Discussion and mutual decision making

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modifies family rules

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Manipulating space

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assigning family members to stand or sit in certain configurations can highlight important structural characteristics

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Communication skills training

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The social worker instructs families in methods of clear speaking and listening to communicate their needs ideas and feelings

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Role plays

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is a means of adjusting family interaction (to have empathy)

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Assign tasks

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A major practice strategy of structural family theory that members are to complete between sessions

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A major practice strategy is...

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Assign tasks

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Ending interventions is determined by:

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Family assessment device (FAD) Time measures Quality of role play Monitoring external interactions

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Family assessment device (FAD)

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an instrument that includes six subscales four of which (problem-solving and communication roles and behavior control) are consistent with the focus of structural intervention

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Time measures

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The social worker can use time measures to see how alliances change among family members

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Quality of role play

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As a family is functioning improves the social worker can use role play more flexibly to help members anticipate possible future challenges

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Monitoring external interactions

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the social worker and family will be sharing impressions of how well they are managing in the natural environment -When there is consensus among the participants that they have mastered these behaviors the intervention can in unless the family says additional goals

question

SPIRITUALITY

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not as rich as family emotional systems theory with regard to incorporating member spiritual issues because it is focused on organization rather than emotional life - cognitive theory is consistent with structural theory in spirituality

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Which SW Value does this Structural Family Theory uphold?

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social justice

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Attention to social justice issues

answer

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Two-tiered approach

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12-16 weeks 1. family reconstructing 2. once, successful put in a community group with other successful families to work together on community issues

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Effectiveness of Structural Family Theory

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Effective with multiple cultures, minorities, LGBT, addiction, anorexia, ADHD, diabetes and more

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Structural Family Theory criticisms

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-deemphasizes a family's emotional life -practitioners mistakenly hold biases about appropriate family structure -must be careful not to begin with specific assumptions about family structure prior to assessing them -Takes a patriarchal approach in a now egalitarian home (feminists, same-sex)

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Ancient Greece Good Communication Skills Nursing Pharmacology

History of medicine and pharmacy chapter 1 – Flashcards 37 terms

Josephine Mack

37 terms

Preview

History of medicine and pharmacy chapter 1 – Flashcards

question

The practice of draining blood through to release illness

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Bloodletting

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The science and art of dealing with the maintenance of health

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Medicine

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Segmented worm that attaches to the skin

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Leeches

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Symbol of the medical profession

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Staff of Asclepius

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Latin term for pharmacist

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Apothecary

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A spiritual person in a tribe who cares for the spiritual, medicinal, and physical health of the tribe

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Shaman

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A pharmacy in a hospital or institutional setting

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Inpatient pharmacy

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Often confused as the symbol of the medical field

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Caduceus

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Set of standards written by a hospital or insurance company for patient treatment

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Protocol

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A mix of opium and alcohol used through the 1800s

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Laudanum

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Scientist and monk, know as the father of genetics

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Gregor Mendel

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Considered god of healing and medicine

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Asclepius

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Greek philosopher and scientist

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Aristotle

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Greek philosopher and physician, considered the father of medicine

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Hippocrates

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English scientist responsible for scientific methods

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Roger bacon

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Greek physician who proved that blood flowed through arteries

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Galen

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Swiss physician, philosopher, and scientist

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Paracelsus

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Archeological discoveries have unearthed civilizations that documented:

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The use of minerals, animals, and plants to heal the sick

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In some states, today's typical pharmacy tech:

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Is required to do an array of tasks + is required to be educated and receive on the job training

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How can techs gain trust of the patients?

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Education, training, good communication

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The concept that doctors act only for the good of the patient and keep confidential what they learn about patients

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Hippocratic oath

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The effectiveness of the opium and alcohol mix known as laudanum was surpasses by it's:

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Addictiveness

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Some of the instruments used earliest for bloodletting were:

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Thorns, sharp bones, shark teeth

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The frat synthetic drug, was a ___, discovered by her Gerhars Domagk

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Sulfonamide

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Some physicians are not eager to have pharmacists:

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Writing medication orders

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The placebo effect

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Works because the patient strongly believes it will work

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An incision into the skull to create an exit portal for disease

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Trephining

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In early America physicians were:

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Responsible for diagnosing conditions, responsible for peeping necessary remedy, the first druggists

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The division of physicians and pharmacists began after the:

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Civil war

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Alexander Fleming:

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Discovered penicillin

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Early remedies In American history include:

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Cinchona bark (quinine) to treat malaria, mercury to treat syphilis, opium and alcohol to treat pain

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The first pharmacy techs were:

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Family members of the pharmacist

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Techs help pharmacist by preping:

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Prescriptions and compounding

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4 duties of an tech in a hospital setting

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1. Supply floor stock 2. Prep parenteral medications 3. Transcribe doctor'a orders 4. Fill patients cassettes

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2 areas of pharmacy in which a pharmacist can specialize

answer

Anticoagulation, oncology

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The most important quality a tech can develop when working with patients

answer

Communication

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What does dogma mean?

answer

Code of beliefs based on religion, ideology or authorization

STUDY

Care And Concern Good Communication Skills Health And Fitness Long Term Needs Long Term Outcomes

Accelerated Learning and Mentors: Tim Ferriss – Flashcards 50 terms

Chad Lipe

50 terms

Preview

Accelerated Learning and Mentors: Tim Ferriss – Flashcards

question

physical training, mentors, and coaches are critically important

answer

physical training, mentors, and coaches are

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when learning a skill or using a coach, I will seek constant and critical feedback

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when learning a skill or using a coach, I will seek

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really learning means I have a firm grasp of principles that allow me to adapt to new environments, especially high-stress environments

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Really learning means I have a firm grasp of . . .

question

to conquer fears, identify and face them asap.

answer

To conquer fears,

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deconstruction, selection, sequencing, stakes

answer

DSSS

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deconstruction is breaking down a skill and arranging the parts in the least threatening way

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deconstruction is

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selection is selecting the most important skills to practice

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selection is selecting the

question

sequencing is using the most effective method to learn a skill

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sequencing

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stakes is using CIMs: consequences, incentives, motivations

answer

stakes is

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selection

answer

focusing on speed reading with comprehension in order to become better at learning is an example of

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sequencing

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learning the female role in dancing before the male (doing the pure opposite to learn principles) is an example of

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stakes

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telling someone who can not swim that they must swim a one mile race in a month is an example of

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stakes

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giving money to an anticharity because a challenge was failed is an example of

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sequencing

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removing all the chess pieces except for the king and a pawn in order to learn principles is an example of

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deconstruction

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viewing learning as the separate skills of reading, understanding, application, memorization, and retention is an example of

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stakes

answer

competition within a skill is an example of

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deconstruction, selection, sequencing

answer

focusing on breathing first and foremost in yoga is an example of

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advanced learning arrives at the intermediate stage when the ability to create and improvise in novel combinations is achieved

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Advanced learning arrives at the intermediate stage when the ability to

question

advanced learning arrives at the intermediate stage after establishing a critical mass of raw materials and building blocks

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Advanced learning arrives at the intermediate stage after establishing a critical mass of

question

Memorization is essential in the early stages of learning

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Memorization is essential in the . . .

question

to conquer fear of performance/competition, use systematic desensitization and begin with small doses

answer

To conquer fear of performance/competition, use

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in selection, always question assumptions

answer

In selection, always question

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single tasking is a superpower

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single tasking is

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mental models

answer

Heuristics:

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the best philosophy to thrive in high-stress environments is stoicism

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The best philosophy to thrive in high-stress environments is

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stakes

answer

the race car reading-race on the wall in a first grade classroom is an example of

question

coaches and mentors are best for TAPBABS: tough love, accountability, pushing through believed ability, and blind spots

answer

coaches and mentors are best for

question

cicero

answer

The memory palace technique was made famous by

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gruneburg

answer

The linkword pneumonic device was made famous by

question

memorizing vocabulary and learning new languages

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word and image association (a cow with a vacuum head for vaca) is effective for

question

deviant for a day activities include wearing party pants to provoke ridicule

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deviant for a day activities include wearing

question

success is directly related to my ability to have uncomfortable conversations

answer

success is directly related to my ability to have

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I will train myself to conquer discomfort by planning discomfort

answer

I will train myself to conquer discomfort by

question

in selection, focus on lead dominoes

answer

in selection, focus on lead

question

in selection and in life, focus on skills that help build other skills

answer

in selection and in life, focus on skills that

question

The more I schedule and practice suffering, the less unplanned suffering will disrupt my life

answer

The more I schedule and practice suffering,

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Being different is not enough, develop the courage and ability to act

answer

Being different is not enough, develop

question

metalearning is learning how to learn

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Metalearning is

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find comfort with discomfort

answer

find comfort . . .

question

i will deconstruct my fears and conquer them

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I will deconstruct my

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i will be resilient in the face of criticism and ridicule

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I will be resilient

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i will always ask, how do i incorporate competition into my most important work

answer

I will always ask, how do I incorporate

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i will engage in competition and skill building both on a micro and macro level

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I will engage in competition and skill building both on a

question

A new language is a new lens with which to view the world, essentially doubling my life span

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A new language is a new lens with which to

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In learning anything, I will use the tools of tracking and experimentation

answer

In learning anything, I will use the tools of

question

the patient needs to be willing to take the medicine

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the patient needs to be

question

sequencing

answer

eating 600g of of sugar in one day and learning that sugar is horrible for health and focus is an example of

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more than just studying quizlet, review books periodically to experience the learning process again/differently

answer

more than just studying quizlet, review books periodically to experience the learning process again/differently

question

answer

https://youtu.be/ACowHxGEAUg (4 learning types from elementary to mastery)

question

20 years of teaching reflection

answer

1) hearts and minds are connected so always tend to both; 2) all learners deserve rationale for what and why they are learning something; 3) we learn with each other and not in isolation; 4) reflection helps us grow, and is a necessary part of learning; and, 5) we need to see our own lives and interests in what we are learning.

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Good Communication Skills Interact With Others Real World Situations

SKILLSUSA Prepared Speech – Flashcards 11 terms

Roy Johnson

11 terms

Preview

SKILLSUSA Prepared Speech – Flashcards

question

This year I was introduced to the national program of SkillsUSA. After hearing about it's goals and potential benefits I decided to join and become an active member of the team. SkillsUSA is an important part of the career path I am on. Through SkillsUSA, I have further deepened my traits to make me a dedicated and hard worker. To be apart of the workforce I must be focused, take charge, and have good communication skills.

answer

decided deepend dedicated

question

My association with SkillsUSA has made me a more favored and likable employee candidate than some of my peers who are not involved in the program. SkillsUSA has a admirable reputation, and has given me the experience and ability to perform well in my job. I have always heard positive feedback from employers about my good qualities and characteristics that make me a reliable and dependable worker. If an employer asked me specifically the skills I have gained from SkillsUSA, that have made me more prepared for the workforce, I would state that I have attained compassion, courage, leadership, and I have become a team player.

answer

employee

question

I like being a compassionate and a caring person, as well as always willing to help and take care of others. Through Skills, these traits are reflected in my volunteer work, where I am able to give back to the community. This is essential in the line of work I plan to be in, where people-skills is necessary, and taking care of others is my main priority. In Skills, I have learned to respect authority, but now have the courage to speak out, be bold, and interact with others about my ideas. Through this organization I have learned more about myself and a diverse group of people.

answer

care/caring

question

As a student who participates in SkillsUSA, I gain knowledge and experience. I am able to apply this experience to real-world situations and develop leadership and life skills that help you become more effective. Being in this organization teaches me how be apart of a team by putting myself in situations where I am required to take advice and listen to the opinions of others. When making decisions as a team, everyone's voice must be heard, and their thoughts must be taken into consideration.

answer

situations

question

The SkillsUSA framework in developing personal, workplace and technical skills is essential to America's workforce. Today's workforce is high-maintenance, organized, and consists of employers who prioritize the growth and development of their company. These employers want to hire workers who engaged, productive, innovative, and who will bolster the growth as well as benefit the organization. Through SkillsUSA, students will establish these attributes and learn how to apply them to their life through many activities. As the United States' workforce has grown, the changes have affected the structure of the economy and the consumer retail significantly. Because of these changes, employers are in high-demand of skilled and educated workers. Exploring this growth reveals that it is important to have workers who are trained, knowledgeable, and diligent about their work. Without these requirements, more labor work will be established for those who do not fit the description. Minimum wage may be eliminated, meaning there is no requirement to employ someone at wages between 0 dollars and around 7 to 8 dollars per hour. By excluding minimum wage from our economy, many will be subjected to earning an insufficient amount of money for unskilled work, which is similar to being unemployed.

answer

growth

question

In the next 10 years, these skills are needed to fill the job-market skills gap, which if left unresolved, could hurt America's economic growth. Companies need to make the time to find the right people to fill these open jobs. SkillsUSA members are prepared for these conditions through their involvement in the program. It also helps members be motivated to learn about their job and complete their education and training requirements.

answer

job/jobs

question

My involvement in the SkillsUSA program has ensured that I will be prepared to enter America's skilled workforce. Through this organization I have found my desired career, I have learned how to be passionate and determined about achieving it, and I have grown as a person. Due to my association with SkillsUSA, I have gained several beneficial elements such as being a hard-working and dedicated student. These traits have been demonstrated to me through the instructors, administrators, and my fellow peers who are also included in the program.

answer

program

question

Personal (Individual): Career Skills Education Program - through this program, it allows a member to personally grow, learn about communication and technology, focus on their career, professional develop, and work on their portfolio Personal Leadership Inventory - through assessments and evaluations members learn and develop skills that are important to put towards their life and career. It allows students to be in different roles such as a team member, but also a leader. Mentoring: Student2Student - this program establishes a relationship between two people. One person motivates the other and encourages members to help educates others on strategies and activities they are unaware of.

answer

member

question

Workplace: National Program of Work - through community service, employment, and social activities SkillsUSA members are able to professionally develop and obtain skills Career Readiness Curriculum - although it attributes to all the categories of skills, it mainly focuses on preparing students for success in the workplace. HP LIFE - free online learning program that allows many members such as students to learn courses and skills that could be applied to businesses or the economy Customer Service Training - online program trains students to learn practical communication skills

answer

skills

question

Technical (Professional): Chapter of Excellence - gives student list of requirements and standards in order to prepare the student to be career ready Professional Development Program - allows students to be more knowledge about learning opportunities and taking the next step in their education CareerSafe Online Safety Training - through this program students are educated on the potential safety and health hazards which help prepare them for their career Rebuilding Together - through this program students provide a service to the community by preserving and revitalizing houses for low-income individuals, especially the elderly

answer

students

question

SkillsUSA's goal is to allow its members to become an outstanding employee, someone who guides and sets an example for others, and is reliable and responsible American citizen. The specific skill development that has helped me fulfill the mission of SkillsUSA, has been through professional development and recognition on my achievements. Through this program, I am career ready, trained, qualified and organized.

answer

through

STUDY

20th Century Around The World Credit Card Debt Good Communication Skills Linguistics Send And Receive Top Down Approach

SOBA 205 Midterm – Flashcards 59 terms

Sarah Adrian

59 terms

Preview

SOBA 205 Midterm – Flashcards

question

The channel of communication that has the highest level of nonverbal "richness" is

answer

face to face communication

question

You should choose written communication in preference to other channels when

answer

you want to ponder each word before you send it out, to decrease your chance of making errors.

question

Which of the following is NOT a guideline for voice mail etiquette?

answer

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

question

Egotism is an example of _________________ that interferes with effective communication.

answer

psychological noise

question

The role of the receiver is to

answer

attach meaning to words they hear

question

The activity of selecting words and/or nonverbals to express your ideas is known as

answer

encoding

question

Networking refers to

answer

developing contacts to gain career information and to help others in their careers.

question

According to the HBR Guide to Business Writing, you're a professional writer if you're in business, and you're writing ___________.

answer

Emails Proposals Reports

question

According to HBR, before you begin writing, you should first consider _________ and _____________.

answer

purpose and audience

question

According to HBR, which of the following is NOT true about all business audiences:

answer

They have a sense of duty to read what you put before them.

question

Jeremiah wears torn blue jeans, sandals, and a muscle shirt to his interview for a job as a computer technician. A large tattoo is clearly visible on his neck. We can conclude that

answer

if the interviewer is negatively impressed by Jeremiah's appearance, he is likely to attribute additional negative characteristics to Jeremiah.

question

All of the following are true about body movement except:

answer

When communicating, we usually pay more attention to our hand movements than to our facial expressions.

question

A specialized technical form of vocabulary that allows professionals to communicate about issues important to their field is referred to as

answer

jargon

question

You can demonstrate proper cubicle etiquette by

answer

asking permission before you enter other employees' workspace.

question

All of the following are politeness rules for those who share cubicles EXCEPT

answer

If you overhear a fellow cube dweller ask a question, shout out an answer.

question

Which of the following is NOT true about the physical environment at work?

answer

The distance that separates people in an organization has little effect on who talks to whom

question

Differences in language use between man and women

answer

don't characterize all men and women.

question

All of the following are examples of negative, rather than positive, language EXCEPT:

answer

What is the due date for the paper?

question

A masculine style often uses ______________ to maintain authority in a conversation.

answer

topic control

question

Robert is an effective supervisor because he has the ability to interpret a number of spoken and unspoken conversational cues. His subordinates in his sales division respect him because he also has the ability to develop strong rapport with each coworker by showing constant support. Which type of communication style is Robert demonstrating when he is showing support?

answer

feminine

question

The conclusion of a presentation should consist of

answer

a review and closing statement.

question

Chronological patterns are useful for

answer

explaining the steps in a process.

question

Ellie's advertising division has been asked to provide a presentation regarding the three major media options they provide: print, television, and Internet. Which of the following would be the most appropriate organizational pattern for this presentation?

answer

topical

question

All of the following are true with regard to continuity EXCEPT:

answer

Avoid "summary" subheads that point your readers to the document's highlights.

question

When using chronology to give a factual account, do all of the following, EXCEPT:

answer

Include all of the necessary and unnecessary dates to help the reader follow the time line

question

Which of the following statements is NOT true about occasion analysis?

answer

Never adapt your remarks to fit the setting.

question

Which of the following is NOT a general goal of a presentation identified in your text?

answer

evaluate

question

Which type of organizational pattern shows that certain events have happened or will happen as a result of a specific set of circumstances?

answer

cause - effect

question

"All medical facilities are designed with three essential parts: the admissions desk, the examining room, and the doctor's office." This thesis statement reflects which type of organizational pattern?

answer

spatial

question

All of the following are benefits of a well-organized speech EXCEPT:

answer

taking more time to get your point across

question

During her presentation to the board of directors, Nadia showed a slide with two graphs, side by side. One graph showed her company's current outcomes. The second graph depicted the outcomes of a similar company that had adopted the GoQuickly Training Program for its employees. Which type of support was Nadia using to make her point more memorable?

answer

comparison

question

All of the following are guidelines for the use of supporting material as "proof" EXCEPT

answer

you can probably achieve your speech goal without citing supporting evidence.

question

computer displays

answer

can show a variety of visuals, including photos, charts, graphs, and video.

question

Supporting material that explains the unfamiliar by comparing it to the familiar is called a(n)

answer

analogy

question

Which of the following is NOT true about using statistics in presentations?

answer

The more statistics you use, the more interesting your speech will be.

question

The comparisons you use as supporting material should possess all of the following characteristics EXCEPT:

answer

Comparisons that stretch a point are recommended for making a concept more vivid.

question

Which types of story can be used to add interest to a presentation?

answer

factual hypothetical fictional

question

All of the following are typical mistakes made by beginners who attempt to use presentation software EXCEPT:

answer

spending so much time on organizing your speech outline that you run out of time to select your favorite design template

question

The leading scientist for research on cancer stated, "I believe that with adequate funding we could have a cure for cancer within the next 10 years." If Heather were to read this sentence out loud during her speech to the medical research board, which of the following forms of verbal support would she be using?

answer

quotation

question

Kio was injured while performing a safety inspection at the chemical plant he worked for and was taken to the emergency room. The doctor asked him a number of questions about his injuries to determine the proper course of action for treatment. According to the text, which of the following types of information-gathering interviews did Kio's doctor perform?

answer

diagnostic

question

During an interview for a new marketing position in the company that she worked for, Sharon's boss asked her a number of questions such as "If you were in the following situation, what would your reaction be?" Which of the following types of question is her boss asking?

answer

hypothetical

question

Which of the following is the responsibility of the interviewee?

answer

Cover your own agenda.

question

Which of the following is NOT one of the suggested reasons for an interviewer to use an open question in an interview?

answer

to maintain control over the conversation

question

Mr. Madaren asks "How many years did you work for your previous employer?" Which type of question is Mr. Madaren using?

answer

factual

question

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

answer

question

Reasons for using probes include all of the following EXCEPT:

answer

demonstrating authority.

question

Chinda has been invited to a job interview that will be conducted in a behavioral format. She is changing career fields, so she has little specific work experience relevant to the position she is applying for. What should she do?

answer

Think of ways to explain how her prior accomplishments are relevant to the job she is seeking

question

Which of the following is true about the interaction that occurs during a formal interview?

answer

At least one person has a serious, predetermined reason for participating.

question

Which of the following is recommended as an effective method for getting in touch with a person you want to interview, even if they are well guarded by a gatekeeper?

answer

Ask the gatekeeper to help you.

question

it is generally not effective to __________ while presenting your speech.

answer

constantly pace back and forth.

question

Which is NOT true about disfluencies?

answer

Your audience will notice each disfluency, even if you speak only one or two of them.

question

Hua was giving a presentation to a group of investors using a delivery style that did not allow him to connect very well with his audience. Hua read from his notes and rarely looked up at the audience. His sentences were long and complex. What method of delivery did Hua use for his presentation?

answer

manuscript

question

Which of the following is true about the use of an extemporaneous delivery style during a presentation?

answer

To the audience, it often seems as if it is effortless.

question

To conclude your speech effectively,

answer

drop the pitch of your voice to signal you've finished your remarks.

question

Which of the following characterizes an oral speaking style?

answer

personal pronouns

question

Corinne is planning to give a presentation to a group of investors concerning her company's new line of paper products. She wants to carefully control the order in which she reveals information during her presentation. When would the best time be for her to answer questions from the audience?

answer

after the presentation

question

An interactive presentation

answer

is common in sales settings.

question

All of the following are guidelines for delivering an impromptu presentation EXCEPT:

answer

don't ramble.

question

Sitting instead of standing if you are presenting to a small group will help you

answer

seem conversational

STUDY

Asking For Clarification Good Communication Skills Linguistics Principles Of Marketing

Speech Final Review – Flashcards 151 terms

Steven Ramirez

151 terms

Preview

Speech Final Review – Flashcards

question

If you make a harsh and unkind comment to someone

answer

he/she is likely to remember the comment for a long time.

question

The definition for a formal communication network is

answer

a system designed by management that determines who talks to whom to get a job done.

question

Josefina was so angry that she didn't even hear her brother's apology. Which type of noise hindered Josefina's ability to accurately decode her brother's message?

answer

psychological

question

When an individual attaches meaning to the message he/she receives, which of the following components of the communication process has occurred?

answer

decoding

question

The text identified two levels of messages individuals exchange during the communication process. During office meetings, Sara expresses her respect for her boss by listening attentively, nodding, and taking notes. Through her actions, Sara is illustrating a __________ message.

answer

relational message

question

When your text states that communication is unavoidable, it means that

answer

people will probably attach meaning to your actions, even when you don't intend to communicate something.

question

Which of the following messages would be classified as a content message?

answer

demonstrating how to use a newly acquired copy machine

question

Networking refers to

answer

developing contacts to gain career information and to help others in their careers.

question

Which of the following is a disadvantage of using face to-face communication over other communication channels?

answer

It is often difficult to schedule a time to meet face-to-face.

question

All of the following methods are recommended for cultivating personal networks except

answer

trust only those employees who have been in the organization for a long time and who hold positions higher than yours.

question

Which of the following is NOT an example of downward communication?

answer

An employee talks to a coworker in a sneering tone of voice.

question

In the Model of Communication, the "sender" refers to a person who is

answer

encoding ideas into words or nonverbals.

question

Which of the following describes most accurately the potential of effective communication?

answer

If you improve your communication skills, you can increase your effectiveness in personal and business relationships.

question

Which of the following is NOT a suggested guideline for using cell phones?

answer

Give your cell phone priority over face-to-face conversations; the person you are with can wait while you answer your phone.

question

The channel of communication that has the highest level of nonverbal "richness" is

answer

face-to-face communication.

question

Which of the following is true about the interaction that occurs during a formal interview?

answer

At least one person has a serious predetermined reason for being there.

question

Shane knew that he was not supposed to ask interviewees whether they had children. However, he found that if he asked them what they spent most of their time on outside of work, it became obvious from their answers whether they had children. What type of question is Shane using in this example?

answer

indirect

question

answer

hypothetical

question

Interviews are more purposeful and structured than other conversations.

answer

True

question

When an interviewer introduces a new topic area, she is using a

answer

primary question

question

Josh was being interviewed for a new position at an advertising firm. The interviewer asked questions for forty five minutes. She then explained to Josh that the top three interviewees would be called back for a second interview. The interviewee's explanation of future actions represents the ____________ phase of an interview

answer

closing

question

Garrett is about to conduct his first sales interview. As he assesses his prospective customer, he should attend to all of the following aspects except:

answer

It's important to assess all of these.

question

Your text identifies several characteristics that showcase an interview as a special kind of conversation. Which of the following is NOT a special characteristic of interviews?

answer

Only two people will participate.

question

Which of the following is the responsibility of the interviewee?

answer

Cover your own agenda.

question

Which type of question is the following: "What is your opinion about our new benefits package?"

answer

open

question

After years of experience, Raylene has come to believe that the most effective way to determine a person's true personality during a job interview is to allow the conversation to go in any direction the interview may lead. Which type of interview schedule does Raylene prefer?

answer

nonstructured

question

Which of the following is NOT suggested by your text concerning ethical behavior during interviews?

answer

It is permissible to ignore a few ethical guidelines if it makes the difference between getting a job or not.

question

Which of the following would be the clearest specific goal for an interview?

answer

Find out from my instructor what I can do to improve my grade on the next assignment.

question

Mr. Madaren asks each interviewee "Tell me about a situation when you had to fire someone. How did you handle it?" Which type of question is Mr. Madaren using?

answer

critical incident

question

Rob was selected by his supervisor to conduct interviews with prospective college graduates for their law firm. This is the first time Rob has ever been on the other side of the table in the interview process. He decided to prepare extremely well in order to make a good impression on the partners of the firm. First, he developed a list of topics he felt needed to be covered. He then developed a number of open ended questions with follow-up probes related to each of his major topics. Which type of interview schedule has Rob created?

answer

moderately structured

question

Which of the following goals for an information gathering interview is the most specific?

answer

What are the advantages and disadvantages of photography as a career, and how could I best prepare myself for a photography career?

question

Three purposes of a career research interview are to

answer

conduct research, be remembered, get referrals.

question

The performance appraisal interview can serve a valuable function for most organizations. According to the text, which of the following is NOT a recommended function of performance-appraisal interviews?

answer

giving the manager's opinion of employees' shortcomings

question

All of the following activities except _________________ will distinguish you as a professional, serious person, worth the interviewee's time and effort.

answer

sending emails or letters that contain spelling and/or grammar errors.

question

Choose the best answer to the interview question, "Why should we hire you?"

answer

"I understand from your website that your most popular product is Zanos. I've been using Zanos for three years now. I've shown several of my friends how effective it is, and now they're buying it, too. With my knowledge of the product and my enthusiasm for it, I can be a sincere and valuable sales rep."

question

A "BFOQ" is

answer

a type of question that is legally permissible in a job interview because it focuses on job-related factors.

question

Which of the following is normally a lawful question to ask DURING an employment interview (not as verification submitted after employment)?

answer

"If the company pays for additional schooling, what courses would you like to take?"

question

According to a recent survey, which of the following is the most important in shaping a hiring decision?

answer

ability to communicate effectively

question

A probable result of thinking constructively about the chance to participate in an interview is

answer

planning ahead to think of ways to handle the upcoming challenges.

question

In an employment interview, which of the following would be the best answer to the question, "What is your greatest weakness?"

answer

"Sometimes I tend to be too much of a perfectionist, so I'm hesitant to let my subordinates work without close supervision. But I know it's important to let them have autonomy, so I'm learning to give them more chances to work independently."

question

According to the text, in developing personal networks to discover job contacts, __________ are often most helpful.

answer

associates who are not relatives or close friends

question

An example of a behavioral job interview question is:

answer

"Tell us about a time when you had to fire someone and how you handled it."

question

Which of the following does not influence the rating a candidate receives in a job interview?

answer

Any of these factors can influence a candidate's rating.

question

During his employment interview, Chen was asked several times to describe challenges he had encountered on his last job and to explain how he handled them. Chen was experiencing a(n) ________ interview.

answer

behavioral

question

The "PAR" approach refers to

answer

a method of backing up your interview answers with evidence.

question

Which of the following is NOT appropriate to include during the conclusion of a presentation?

answer

new evidence to further support your main point

question

According to the textbook, what is the maximum number of main points that should be included in the

answer

five

question

During a speech to a group of animal rights activists, John, who is an enthusiastic hunter, talked about his proposal for opening the deer hunt to 12 months a year rather than only during a 1 month season. Not surprisingly, John's speech was not well received. According to the text, which of the following did John neglect to consider prior to giving this presentation?

answer

the audience members' attitudes about the subject

question

Juan is preparing a speech to a prospective client who has been using the services of a different advertising firm for the past 10 years. Juan's goal is to influence the client to switch firms and begin working with his company. What is the general purpose of Juan's presentation?

answer

to persuade

question

Which of the following would be the BEST thesis statement?

answer

Leasing your equipment can help you save money.

question

The functions of transitions include all of the following except

answer

providing evidence to support a key point.

question

Keith is a trainer for a new computer software company and is responsible for teaching people the skills required to use the various products his company creates. What is the general purpose of Keith's presentations?

answer

to inform

question

Katie presented what she thought was a detailed speech to a group of dental hygienists about new dental techniques. After the presentation, Katie found out that her remarks were so general that the hygienists felt they hadn't learned anything worthwhile. Which aspect of the audience did Katie neglect to analyze prior to giving her presentation?

answer

how much the audience knows

question

Which of these is a transition?

answer

In addition to attaining better gas mileage, the Honda also requires fewer repairs.

question

Which of the following is NOT a general purpose of a presentation identified in your text?

answer

to evaluate

question

The conclusion of a presentation should consist of

answer

a review and closing statement.

question

According to the text, which of the following terms describes the reaction you are seeking from your audience?

answer

specific purpose

question

An introduction should

answer

capture the attention of your audience.

question

Which of the following statements was NOT listed as a rule for using main points in a presentation?

answer

Present more than one key idea in each main point.

question

Which of the following would be the BEST specific goal statement?

answer

After hearing my presentation, at least a quarter of the audience will sign up to receive additional information about solar heating.

question

It is not necessary to use supporting material when you are presenting complicated information.

answer

False

question

Liam was giving a persuasive presentation to his class about the need to increase recycling efforts in the United States. To support his main point, he provided a hypothetical account of what he expected the world to look like in 50 years if recycling efforts were not stepped up. Which of the following forms of verbal support is Liam using during his presentation?

answer

Story

question

The supporting material you choose for your speech should be interesting to the audience.

answer

True

question

Tom enthusiastically explained to his boss the reasons he thought he should get a raise. However, Tom did not organize his thoughts clearly, and did not back up his claims with solid evidence. It is not likely that Tom's boss will be convinced by Tom's presentation.

answer

True

question

Which of the following is NOT a function of supporting material?

answer

to make a claim

question

Which of the following is NOT true about using statistics in presentations?

answer

The more statistics you use, the more interesting your speech will be.

question

Which of the following was NOT presented as a guideline for using quotations during a presentation?

answer

Use lengthy quotations often, always keeping their original form.

question

All of the following are typical characteristics of an oral speaking style except:

answer

long, flowery sentences.

question

According to the text, the most effective way to begin a presentation is

answer

after you pause and look at the audience.

question

The text identifies a number of potential delivery types from which a speaker can select when preparing a presentation. Which of the following types is most likely to cause anxiety or stage fright for the speaker?

answer

memorized

question

There are a number of visual elements a speaker should consider prior to and during a presentation. According to the text, which of the following is NOT a guideline to follow when planning a presentation?

answer

Sweep your eyes in a repeating pattern that moves from left to right to left to right, etc.

question

Your text describes all of the following methods of delivering a presentation except

answer

informal.

question

An effective extemporaneous presentation

answer

should be carefully prepared and rehearsed several times.

question

answer

manuscript

question

All of the following are true about vocal delivery except:

answer

if you lack enthusiasm when you present your speech, it's likely that the audience will become enthusiastic about your topic.

question

All of the following are characteristics of effective notes for extemporaneous presentations except:

answer

detailed.

question

All of the following are true about managing mistakes in your delivery except

answer

if the audiovisual equipment fails to function properly, apologize several times, then ask the audience to wait while you find someone to make handouts to distribute.

question

Which of the following guidelines works best when rehearsing for a presentation?

answer

Rehearse on your feet.

question

Which of the following is true about the use of an extemporaneous delivery style during a presentation?

answer

To the audience, it often seems as if it is effortless.

question

After hearing that a local tire company was looking for a new firm to handle their advertising, Kevin scheduled a sales presentation to try to persuade the company to sign on with his advertising business. For the presentation, Kevin wanted to use a style of delivery that would enable him to cover all his prepared material in an organized way, yet would still appear spontaneous. Which delivery method should Kevin select for his presentation?

answer

extemporaneous

question

If you make a mistake while you're delivering a presentation, it is best to

answer

just keep speaking, correcting only obvious mistakes.

question

The textbook suggests that in order to become a more confident speaker you should

answer

recognize that a certain amount of anxiety can be an asset.

question

The authority

answer

rule decision-making method-empowers the designated leader to make the final decision.

question

When Lucy, your manager's administrative assistant, tells you to sign and submit any paperwork to her immediately, you comply by the end of the day. Because Lucy is in charge of keeping the office files in order, she possesses _____________ power.

answer

position

question

Heather is a member of a group in which each member brings well researched, relevant information to each decision-making meeting. She concludes that without each person's input, the quality of the decisions would decrease dramatically. Which of the following characteristics does Heather's group illustrate?

answer

interdependence

question

Ideally, groups should create constructive norms

answer

early in the group's existence.

question

Coercive power is a function of

answer

the consequences a person can impose.

question

Behaviors that groups develop as acceptable ways for doing things (e.g. dress styles, formality of communication) are called

answer

norms.

question

A person who __________ is most likely to emerge as the leader of a group.

answer

helps the group succeed

question

If your subordinates obeyed your orders because of your ability to hand out bonuses, which of the following forms of power would you be exerting?

answer

reward power

question

Which of the following would NOT be classified as a work group, according to the characteristics explained in your text?

answer

Seven students attend a program about male/female communication differences.

question

Referent power is a function of

answer

the degree to which a person is respected.

question

Hamid is a new employee who used to work for your most daunting competitor. When you are designing an ad campaign, you interview Hamid to help you draft an accurate comparison of the two company's products. Hamid possesses ____________ power.

answer

information

question

You are on a team of students using the reflective thinking sequence to select the communication text for next year's students. Currently, your team is completing the third step (identifying the criteria to use when you compare possible textbooks). Which of the following statements is NOT an example of a criterion?

answer

I like this book best.

question

The decision mode in which all members agree (at least to some extent) is known as

answer

consensus.

question

Which of the following is NOT a typical advantage of a group?

answer

increase in members' salaries

question

Which of the following would NOT be likely to increase cohesiveness in a group?

answer

competing individual goals

question

In which of the following situations would it be best to call a meeting rather than to send a memo?

answer

The information that is being communicated is controversial.

question

Post meeting follow-up activities should include all the following except

answer

chastising members who were not present at the last meeting.

question

Nominal group technique (NGT) is a method designed primarily to

answer

encourage more equal participation.

question

Relevancy challenges are appropriately used when

answer

a member gets off the subject.

question

Goal descriptions for agenda items should be _________.

answer

result-oriented

question

Which of the following is NOT an aspect of the organizer's pre meeting preparation?

answer

All of these are aspects of pre-meeting preparation.

question

Which of the following discussion methods tends to result in unbalanced participation?

answer

a loosely structured informal meeting

question

If Consuelo refers questions from individual group members back to the entire group instead of answering them herself, she is using ______________ questions?

answer

relay

question

When Jordan asked a question, Jennifer repeatedly jumped in and voiced her opinion, cutting off other group members before they had a chance to speak. As a result, Jordan decided to aim his questions at specific individuals to allow for more sharing of information across the group. Jordan was using _______ questions.

answer

direct

question

Which is the recommended approach for concluding a meeting?

answer

Point out that the meeting is close to completion, summarize the group's accomplishments, outline future actions, and thank members for having attended. It's not important to include ____________ on an agenda.-the Chair's recommendation for how to vote on each item

question

Which of the following is NOT a useful suggestion for keeping discussions on track

answer

If a remark is irrelevant, discuss its pros and cons, and then return to the task at hand.

question

The most common reason for a business meeting is

answer

problem solving/decision making.

question

Which of the following questions is NOT recommended as a method for building an agenda?

answer

How can I prevent others from raising controversial points during the meeting?

question

Which of the following is true?

answer

It's wise to switch from overhead questions to other types of questions if a few people are dominating the discussion.

question

It is not advisable to display an object unless it is large enough for everyone in the audience to see clearly.

answer

True

question

One advantage of using a dry erase board is:

answer

you can record information that comes up on the spot.

question

When you are using presentation software, it's best to resist the temptation to use elaborate and dazzling animation.

answer

True

question

Computer displays

answer

can show a variety of visuals, including photos, charts, graphs, and video.

question

Which is a guideline for designing effective visuals?

answer

Keep the design simple.

question

According to research cited in the text, the impact of a presentation is greater if the material is presented

answer

both visually and orally.

question

Visual aids are used in presentations for a number of reasons. According to the text, which of the following is NOT one of those reasons?

answer

You can take a break from speaking while the audience looks at your visual aid.

question

You can add a professional touch to your presentation by including segments of home made videos.

answer

.False

question

All of the following are true about distributing handouts to accompany your presentation except:

answer

handouts increase the chance that audience members will be looking at you during the presentation.

question

A ____________ is a two-dimensional drawing that demonstrates the various properties of an object or concept

answer

Diagram

question

In Mexico, (a culture with high power distance), a person who frequently questions the feasibility of a manager's proposals would probably

answer

be thought of as a troublemaker.

question

Our own culture's standards are usually

answer

not obvious to us.

question

Culture refers to all of the following except

answer

inherited and innate characteristics.

question

In a culture where conflict is avoided, it is appropriate to

answer

say "I'll consider it" if you mean "no."

question

The ADA guarantees that people with disabilities

answer

receive reasonable accommodations in employment.

question

The statement: "Time is money, so it should be rationed carefully" reflects a ______________ orientation toward time

answer

monochronic

question

When a person is silent, how should you interpret this?

answer

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

question

Skylar is a very organized and timely individual. He always shows up for meetings 15 minutes early. He frowns upon colleagues who fail to arrive on time. Which orientation toward time would most accurately describe Sky's behavior?

answer

monochronic

question

Members of a collectivist culture such as China will typically

answer

believe that the welfare of an organization they belong to is as important as their own welfare.

question

Cultures that rely heavily on subtle nonverbal cues to convey meaning have a ________________ orientation.

answer

high-context

question

Eye contact indicates

answer

any of these; the meaning of eye contact varies depending on the culture.

question

In organizations with a diverse workforce, it is usually constructive to

answer

discuss cultural differences openly, as long as you avoid inflammatory remarks.

question

One approach for learning about the culture of an organization that would probably NOT be helpful is:

answer

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

question

All of the following characteristics except _____________ can help define culture

answer

All of these characteristics can affect culture.

question

In international business, a good general rule is:

answer

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

question

Language that sets off an intense emotional reaction in a listener is referred to as

answer

trigger words.

question

All of the following are true concerning appearance except:

answer

The clothing you select has no impact on how others perceive you.

question

Manager Bland gave the following instructions to Jared: "I'd like you take on more responsibility. So far, you've only been dealing with minor tasks such as drawing up daily schedules and mailing out customer refunds. Starting with your shift on Tuesday, I'd like you to assist Kevin with brainstorming new means of customer outreach and with designing a sticky web site for our PRNG program." Manager Bland's instructions include all of the following types of language EXCEPT _________.

answer

slang

question

The quid pro quo form of sexual harassment refers to

answer

suggesting that an employee's continued employment depends on their willingness to grant you sexual favors.

question

Do use strategic ambiguity

answer

when you need to deliver a difficult message, but you want to help the receiver save face.

question

Which of the following is NOT an equivocal phrase for expressing time?

answer

in two minutes

question

A "high level abstraction" is

answer

a broad, general statement.

question

A feminine communication style is characterized by which of the following elements?

answer

supportive listening

question

A specialized technical form of vocabulary that allows professionals to communicate about issues important to their field is referred to as

answer

jargon.

question

Equivocation occurs for all of the following reasons except

answer

for clarity, speakers might explain their meanings using lower-level abstractions.

question

Nonverbal messages

answer

indicate a person's feelings and attitudes.

question

Strategic ambiguity refers to

answer

the purposeful use of indirect language.

question

A coworker tells you: "It makes me really mad when my boss strolls past my desk and says, 'Okay, honey, let's get down to work." I am not his honey!" In your coworker's view, the word "honey" is

answer

a trigger word.

question

In conversation, the best guide for eye contact across all cultures is

answer

be aware of cultural variations in eye contact.

question

answer

feminine

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Around The Globe Business Management Deliver The Message Good Communication Skills Knowledge Management System Linguistics Personal And Professional

zac mccombs zac mccombs zac mccombs – Flashcards 140 terms

Ruth Jones

140 terms

Preview

zac mccombs zac mccombs zac mccombs – Flashcards

question

In order for the audience to respond appropriately to a business message, they must

answer

remember the message, be able to respond to the message, be motivated to respond to the message.

question

What are characteristics of ethical communication?

answer

It includes all relevant information, It is true in every sense, It is not deceptive in any way

question

Most of the information that flows downward in an organization is geared toward helping employees do their jobs.

answer

TRUE

question

The rumor mill tends to be most active when employees receive too much information about their company.

answer

FALSE

question

An example of downward communication is

answer

a sales manager giving instructions to a salesperson

question

The 2.0 approach to business communication emphasizes interaction and conversation among senders and audiences.

answer

TRUE

question

Factors such as poor acoustics and uncomfortable meeting rooms can be annoying but are not really that important when it comes to communication.

answer

FALSE

question

During a long meeting, you notice that you're only listening to parts of the message that directly involve you. You are engaging in

answer

selective perception

question

A casual conversation between co-workers is an example of

answer

informal communication

question

Because external communication is carefully orchestrated, almost none of it occurs informally

answer

FALSE

question

When conducting business over a meal, you should wait to bring out business documents until after the entrée plates have been removed.

answer

TRUE

question

A wiki is a website that allows anyone with access to add new material and edit existing material in collaborative documents.

answer

TRUE

question

Teams usually achieve lower performance levels than what would have been accomplished by the members working independently.

answer

FALSE

question

These days, no one is bothered when employees use mobile phones in meetings.

answer

FALSE

question

Most audiences are unable to process information as quickly as a speaker talks, so they get behind in comprehending what the speaker is saying.

answer

FALSE

question

Convincing others of your viewpoint depends in part on showing that you understand their points of view.

answer

TRUE

question

When composing collaborative messages, it is a good idea to

answer

avoid writing as a group.

question

The practice of accepting multiple cultures on their own terms is known as

answer

Culture Pluralism

question

Intercultural communication is the process of sending and receiving messages within a specific culture.

answer

FALSE

question

Automated translation is generally far more effective than human translators.

answer

FALSE

question

Around the world, the universal format for dates is May 12, 2010

answer

FALSE

question

Xenophobia is the fear of

answer

Strangers and Foreigners

question

A good way to test the thoroughness of your business message is to check it for

answer

the who what where when and why

question

If the general purpose of your message is to persuade, you need to maintain complete control over your message and allow for almost no audience participation.

answer

FALSE

question

The indirect approach is best when your audience is likely to be skeptical

answer

TRUE

question

A message should be deferred or canceled if

answer

THE TIMING IS WRONG

question

The direct approach should never be used when conveying negative information.

answer

FALSE

question

Collaborative messages are high in audience participation but low in communicator control.

answer

TRUE

question

In part, media richness refers to

answer

a medium's ability to facilitate feedback

question

Which of the following is not a general purpose common to business communication?

answer

TO NEGOTIATE

question

Face-to-face communication is the richest medium.

answer

TRUE

question

As long as your message is clear, the size of your audience should not affect your approach.

answer

FALSE

question

PLAIN LANGUAGE IS A STYLE OF WRITING THAT

answer

designed to make complex materials more understandable to the audience

question

Many rules of grammar and usage

answer

are complex and some evolve over time

question

Customers expect more, and they're telling us so" is a compound sentence

answer

TRUE

question

Being too modest can reduce your credibility with your audience.

answer

TRUE

question

You can emphasize key points by

answer

using extra words to describe them, making important ideas the subject of the sentence, placing them at the beginning or end of a sentence.

question

A paragraph that focuses on the reasons for something is developed according to which method?

answer

Cause and effect

question

Enlivening business messages with humor will always please your readers, especially if they don't know you very well

answer

FALSE

question

Which of the following statements best reflects the "you" attitude?

answer

You will have your merchandise by July 15 if you send us your check for $25 today

question

Autocompletion software is essentially the same thing as autocorrection software.

answer

FALSE

question

Using a spell checker guarantees that your documents will be free of spelling errors.

answer

FALSE

question

Readers can understand informative headings without reading the rest of the document

answer

TRUE

question

To draw attention to important points or terms italic type is more effective than boldface.

answer

FALSE

question

One way to make your messages clearer is to break up overly long sentences into shorter sentences.

answer

TRUE

question

ed business writers

answer

vary the length of their sentences

question

At the beginning of the revision process, you should evaluate the content of your message, then review the effectiveness of its organization.

answer

TRUE

question

Visible to the eye" is an example of

answer

REDUNDANCY

question

At its lowest point in 20 years, employees were shocked at our company's production level" is an example of a dangling modifier.

answer

TRUE

question

In revising an important report, you want to make sure all numbers are written with numerals rather than being spelled out. Which of the following tools can make this an easy task?

answer

STYLE CHECKER

question

Which of the following techniques can help you proofread more effectively?

answer

Read each page of the document backward, from the bottom to the top

question

r years e-mail has been the primary communication medium at your company. However, many of your employees now use IM daily for personal messages, and they've come to you asking your approval to begin using it to communicate with clients and vendors. Your greatest concern is likely to be

answer

. the challenge of logging messages for later review and archiving

question

To create the most basic podcasts, inexpensive equipment is all you'll need.

answer

TRUE

question

Roughly ________ percent of U.S. employers have terminated employees for misuse of company e-mail systems.

answer

question

To save on advertising costs, you should begin using your company's blog to promote the products. Blogs are a great venue for hard-sell tactics.

answer

FALSE

question

If you receive criticism based on a business blog,

answer

you should respond to it promptly and honestly

question

One of the greatest drawbacks to using podcasts in business is

answer

the challenge of scanning back and forth to find specific parts of the message.

question

It is illegal for your company to open and read e-mail you send and receive at work.

answer

FALSE

question

Instant messaging poses more privacy threats than e-mail

answer

FALSE

question

Because podcasts can only be played on Apple iPods, their popularity has greatly decreased.

answer

FALSE

question

It is no longer acceptable to use form responses to handle repetitive requests for information.

answer

FALSE

question

An effective opening for a routine request would be

answer

Please send me a summary of last month's east region sales data.

question

In a letter agreeing to make an adjustment even though the buyer technically was at fault, a courteous tone is less important.

answer

FALSE

question

When writing a letter of recommendation, you should

answer

illustrate your general points with specific facts and evidence

question

When making a routine request, you should begin with

answer

a clear statement of the main idea or request

question

When making a claim or requesting an adjustment from a company, you should document your initial complaint and every correspondence after that.

answer

TRUE

question

If you have mildly disappointing information to deliver as part of a positive message, you should

answer

put the negative information in a favorable context.

question

When closing a direct request, you

answer

request a specific response and mention the time limits.

question

In a positive message, you should explain your point completely in the

answer

THE BODY

question

Because informative messages such as meeting announcements and reminder notices are generally neutral, it is not necessary to worry too much about the reader's attitude toward the information.

answer

TRUE

question

A justification report is an internal report designed to persuade top management to approve a proposed investment or project.

answer

FALSE

question

An executive dashboard is a customized online presentation of key report elements.

answer

TRUE

question

A formal work plan includes all of the following except

answer

a list of all the sources you will use

question

An analytical report often ends by presenting a recommendation.

answer

TRUE

question

The basic purpose of informational reports is

answer

to present data, facts, feedback, and other types of information, without analysis or recommendations

question

Which of the following is an infinitive phrase?

answer

TO UPDATE CLIENTS

question

An e-mail summarizing an employee's trip to a trade show would be an example of a personal activity report.

answer

TRUE

question

Because of its natural feel and versatility, the ________ approach is generally the most persuasive way to develop an analytical report for skeptical readers

answer

2 + 2 = 4

question

Despite the variety among them, many analytical reports include a

answer

section of recommendations

question

Any risks involved with your recommendations should

answer

be addressed clearly in your report.

question

The quality of paper is measured by

answer

weight and cotton content.

question

The proper sequence for the standard parts of a letter is

answer

heading, date, inside address, salutation, body, complimentary close, signature block

question

Which of the following is a salutopening?

answer

Thank you, Professor Milford,

question

If you include an attention line in a business letter, you should place it

answer

on the first line of the inside address.

question

The letter format in which all parts begin at the left margin is called

answer

block

question

To meet the needs of U.S. Postal Service equipment, envelopes

answer

are addressed in capital letters, with no punctuation.

question

The top of a memo usually includes headings for

answer

to, from, date, subject.

question

When preparing a memo that deals with money or confidential matters, it is often a good idea to

answer

sign it at the bottom

question

When preparing a formal report, leave at least a

answer

1-inch margin on three sides and a 1 1/2-inch margin on the bound side

question

The design for letterhead stationery should be as simple as possible

answer

TRUE

question

n business documents, abbreviations such as U.S.A. and M.B.A. must always contain periods.

answer

FALSE

question

Feb. 10th, 2010" is the correct way to type the date in a letter.

answer

FALSE

question

If you are writing a business letter to someone you know well, it is acceptable to use his or her first name in the salutation.

answer

TRUE

question

Three blank lines are left between the complimentary close and the sender's typed name

answer

TRUE

question

The second page of a letter includes a heading containing the name of the person or organization receiving the letter, the page number, and the date.

answer

TRUE

question

n the simplified letter format, commas follow both the salutation and the complimentary close.

answer

FALSE

question

Most envelopes used in U.S. business are No. 10 (9 1/2 inches long

answer

TRUE

question

A memo should always contain a complimentary close and a signature.

answer

FALSE

question

E-mail messages can act as memos but not as letters.

answer

FALSE

question

White Space

answer

White space is the emptiness between the characters, lines and paragraphs of your article or story.

question

An executive summary

answer

gives a fully developed "mini" version of the report.

question

Materials in an appendix are not incorporated into the text because they

answer

are bulky, lengthy, or perhaps not relevant to everyone in the audience.

question

The most common supplementary parts to include in a formal report are the appendix, the bibliography, and the index.

answer

TRUE

question

Three weeks ago you sent a proposal to a client who had asked for information on upgrading her company's security system. You've heard nothing in response. You should

answer

inquire politely as to whether the report arrived or offer to answer any questions regarding its subject.

question

If a proposal is unsolicited, the letter of transmittal should follow the format for persuasive messages

answer

TRUE

question

In a formal proposal, a synopsis or executive summary may be

answer

unneccessary

question

An excecutive summary

answer

may contain headings and visual aids

question

Reports do not need an introduction if they have a synopsis and a letter of transmittal

answer

FALSE

question

The letter of transmittal says what you would say if you were handing the report directly to someone.

answer

TRUE

question

Covers for business reports are typically blank sheets of card stock that serve to protect the contents.

answer

FALSE

question

A crisis management plan

answer

,specifies which people are authorized to speak for the company., outlines communication tasks and responsibilities.defines operational procedures to deal with the crisis

question

When writing negative messages, you begin with a buffer to make the reader think that good news will follow.

answer

FALSE

question

It's best to suggest that the bad news will actually benefit your audience-even if you don't really think it will.

answer

FALSE

question

The direct approach is never used for negative messages.

answer

FALSE

question

The close of a negative message should end with a statement such as "I trust our decision is satisfactory."

answer

FALSE

question

The buffer for a negative message should be positive.

answer

FALSE

question

NEGATIVE MESSAGES ABOUT BUSINESS TRANSACTIONS ARE DESIGNED TO

answer

MODIFY THE CUSTOMER'S EXPECTATIONS, EXPLAIN HOW YOU PLAN TO RESOLVE THE SITUATION, REPAIR WHATEVER DAMAGE MIGHT HAVE BEEN DONE TO THE BUSINESS RELATIONSHIP

question

You can de-emphasize bad news by minimizing the space or time devoted to it.

answer

TRUE

question

In marketing and sales messages, the best way to handle potential objections is to

answer

identify them up front and try to address as many as you can.

question

When compared to routine positive messages, persuasive messages aim to

answer

change an audience's attitudes, beliefs, or actions.

question

A good way to open a marketing or sales message would be "We here at Colbert Corporation are proud to announce our new, improved all-weather tent."

answer

FALSE

question

If price is one of your strong selling points, you should

answer

give it a position of prominence, such as in the headline or as the last item in a paragraph.

question

In marketing and sales messages, you can de-emphasize the price of your product by

answer

mentioning it in the middle of a paragraph after you've presented benefits and selling points

question

An ethical persuasive argument

answer

d. influences audience members by providing information that allows them freedom to choose.

question

Since promotional messages are not legally binding contracts in most states, it is usually acceptable to imply offers or promises you cannot deliver.

answer

FALSE

question

One popular motivation theory suggests that meeting an audience's need for self-actualization is vital even if all of their other needs are met.

answer

TRUE

question

To overcome audience resistance to your message

answer

b. present all sides of the issue before making the case for your position.

question

The AIDA model for persuasive messages works only with the indirect approach.

answer

FALSE

question

The detailed proof needed to support your conclusions and recommendations should appear in the ________ of your report.

answer

body

question

A Gantt chart is a type of timeline chart used to track the progress of a project.

answer

TRUE

question

If you have a great deal of detailed, specific information to present, the best visual to use would be

answer

table

question

Using the inverted pyramid style to organize online reports involves presenting the most important information briefly at first and then gradually revealing successive layers of detail.

answer

TRUE

question

At the close of a business presentation

answer

b. you should clearly indicate that you're about to finish.

question

If you have ten minutes or less to deliver a presentation,

answer

brief memo style

question

"OCR" stands for

answer

b. optical character recognition.

question

The purpose of a résumé is to

answer

get an interview

question

If you are planning a career change and want to prepare a résumé emphasizing skills that qualify you for a job in your new field, the best organizational plan for your résumé would be

answer

functional

question

In describing activities and achievements on your résumé, you should

answer

b. include only those that make you a more attractive job candidate.

question

When it comes to functional résumés, many employers

answer

are suspicious of them

question

A type of résumé that emphasizes a candidate's skills and accomplishments while also including a complete job history is termed

answer

combination resume

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Coffee And Tea Good Communication Skills Sales And Marketing

Intro to Hospitality Management Exam 1 – Flashcards 44 terms

Elizabeth Hill

44 terms

Preview

Intro to Hospitality Management Exam 1 – Flashcards

question

Hospitality

answer

Comes from the french term hospice, meaning "to provide care/shelter for travelers."

question

There was a rapid development of hotels, motels, fast food, and coffee shops after World War II

answer

True

question

Moment of Truth

answer

An expression used to describe a guest and an associate meeting - as when a guest walks into a restaurant

question

Managed Services

answer

Foodservices are provided for airlines, military facilities, schools, health care operations, business and industry

question

Hotel Business

answer

Provides career opportunities to associates to help make reservations, greet, assist, and serve guests

question

Restaurant Business

answer

Fulfills guests' diverse needs and wants

question

Empowerment

answer

Turning over decision-making responsibilities and authority to front-line employees

question

Sustanibility

answer

The ability to achieve continuing economic prosperity while protecting the natural resources of the planet and providing a high quality of life for its people and future generations

question

Henry Flaggler

answer

The Breakers

question

External Customer

answer

Their satisfaction ultimately measures a company's success, since they are the people who are willing to pay for a company's services

question

Internal Customers

answer

The people inside any company who receive or benefit from the output of work done by others in the company

question

CHRIE

answer

The global advocate of hospitality and tourism education

question

NRA

answer

National Restaurant Association

question

AH&LA

answer

American Hotel & Lodging Association

question

ISES

answer

International Special Events Society

question

PCMA

answer

Professional Convention Management Association

question

NSMH

answer

National Society of Minorities in Hospitality

question

Back of the House

answer

The area in a hospitality establishment that guests usually do not view, including all areas responsible for food quality and production, such as the kitchen and recieving, office, and storage areas

question

Front of the House

answer

The area in a hospitality establisment that guests view, such as the entrance and dining room

question

Tourism

answer

World's largest industry

question

Benefits of Tourism

answer

Provides governments with substantial tax revenues and offers the greatest global employment prospects

question

The Five Ages of Tourism

answer

Pre-industrial, the railway age, the automobile age, the jet aircraft age, and the cruise ship age

question

Top Rental Car Company

answer

Enterprise

question

Airline Alliances

answer

Allow them access to each other's "feeder markets" and to resources that enable them to flourish in what will ultimately be a worldwide deregulation

question

The Hub and Spoke System

answer

Has two main benefits: airlines can service more cities at a lower cost, and airlines can maximize passenger loads from small cities, thereby saving fuel

question

The Multiplier Effect

answer

A chain reaction of additional income and purchases that results in total purchases that are greater than the initial increase in purchases.

question

Ecotourism

answer

A form of tourism that supports the conservation and sustainable development of ecologically unique areas

question

ARC

answer

Airlines Reporting Corporation; the entity that authorizes an agent to act on behalf of an airline and sell airline tickets

question

Thomas Cook

answer

Opened the first travel agency in the United Kingdom

question

Three most prominent states that require some sort of licensing

answer

Florida, California, and Washington

question

Errors and Omission Insurance

answer

A type of insurance that indemnifies professionals if they make an error in their profession or if they omit something important from their analyses.

question

Civil Aeronautics Board

answer

a federal government agency based in Washington that had the right to tell an airline where it could fly and how much it could charge.

question

Two airlines allowed to fly international

answer

Transworld Airlines and Pan American World Airlines

question

Code share arrangements

answer

allows carriers, both domestic and foreign, to carry passengers on each others aircraft and also show multiple designations for particular flights

question

franchising

answer

concept that allows a company to expand more rapidly by using other peoples money than if it had to acquire its own financing

question

management contracts

answer

little or no up-front financing or equity is involoved

question

Transient Occupancy Tax

answer

the bed tax

question

yield management

answer

a percentage of guests who book and send in a deposit in advance will be able to secure a room at a more reasonable price than someone booking a room with just three days notice

question

night auditer

answer

waits until the hotel quiets down at about 1:00 am and then begins the task of balancing the guests account receivables

question

REVPAR

answer

revenue per available room, calculated by dividing room revenue by the number of rooms available

question

Smith travel report

answer

publisher of the STAR reports, a benchmarking suite that tracks one hotels occupancy, average daily rate, and REVPAR against a competitive set of hotels

question

average daily rate

answer

room revenue divided by number of rooms sold

question

room occupancy percentage

answer

how many rooms are occupied that night

question

capture rate

answer

restaurants basis for forecasting the number of expected guests

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PS Chapter 11: Sales Management and Sales 2.0 – Flashcards 33 terms

August Dunbar

33 terms

Preview

PS Chapter 11: Sales Management and Sales 2.0 – Flashcards

question

sales management

answer

managing an organization's personal selling function to include planning, implementing, and controlling the sales management process

question

account targeting strategy

answer

the classification of accounts within a target market into categories for the purpose of developing strategic approaches for selling to each account or account group

question

relationship strategy

answer

a determination of the type of relationship to be developed with different account groups

question

selling strategy

answer

involves the planning of sales messages and interactions with customers. Selling strategy can be defined at three levels: for a group of customers, such as a sales territory; for individual customers; and for specific customer encounters, referred to as sales calls.

question

independent representatives or manufacturer representatives

answer

independent sales organizations that sell complimentary, but noncompeting, products from different manufacturers; also called manufacturer's representatives

question

team selling

answer

the use of multiple-person sales teams in dealing with multiple-customer buying centers

question

trade shows

answer

generally industry-sponsored events in which companies use a booth to promote products and/or services to potential and existing customers

question

span of control

answer

the number of individuals who report to each sales manager

question

job analysis

answer

an examination of the tasks, duties, and responsibilities of the sales job

question

job qualifications

answer

indicate the aptitude, skills, knowledge, personal traits, and willingness to accept occupational conditions to perform the job

question

job description

answer

a written summary of the job

question

assessment center

answer

systematic use of several assessment tools such as presentations, role playing exercises, group discussion, and business game simulations to identify candidate strengths and weaknesses relative to job qualifications or for employee development

question

needs assessment

answer

activities undertaken to determine the extent to which the members of the salesforce possess the skills, attitudes, perceptions, and behaviors required to be successful

question

sales leadership

answer

activities that influence others to achieve shared goals to advance the organization

question

sales supervision

answer

sales managers working with subordinates, including salespeople and sales staff, on an ongoing basis

question

field sales managers

answer

sales managers who have salespeople reporting directly to them and spend a considerable amount of time working with salespeople in their respective territories

question

motivation

answer

composed of three dimensions: intensity, persistence, and direction

question

reward system management

answer

selection and administration of organizational rewards to encourage salespeople to achieve organizational objectives

question

leadership style

answer

a general orientation applied to leadership activities. Transactional and transformation leadership styles are two well-known leadership styles

question

coaching

answer

sales managers focus on continual development of salespeople through provision of feedback and serving as a role model

question

sales organization effectiveness

answer

an overall assessment of how well the sales organization achieved its goals and objectives

question

salesperson performance

answer

how well salespeople perform the activities necessary to carry out their sales responsibilities as well as their results and contributions to organizational objectives

question

sales organization audit

answer

a comprehensive, systematic approach for evaluating sales organization effectiveness, which provides management with diagnostic as well as prescriptive information

question

sales analysis

answer

examines the sales organization's past, current, and future sales performance in comparison to projections, competition, and industry sales

question

cost analysis

answer

assesses the costs the sales organization incurs in the process of generating sales by comparing incurred costs with the planned costs in sales budgets

question

profitability analysis

answer

evaluates the results from combining sales and cost data to identify and assess sales organization profitability

question

performance management

answer

a performance evaluation approach that involves sales managers and individual salespeople working together on setting goals, giving feedback, reviewing, and rewarding

question

outcome-based evaluations

answer

evaluation of the actual sales results salespeople achieve

question

behavior-based evaluations

answer

evaluation of the activities salespeople perform in the generation of sales and in completing non selling responsibilities

question

behaviorally anchored rating scales (BARS)

answer

a performance evaluation method with the ability to link salesperson behaviors with specific outcomes and allow managers to indicate the level of behavior a specific salesperson has achieved

question

sales 2.0

answer

the use of customer-driven processes enabled by the latest Web technology to co-create value with customers

question

social networking

answer

the ability to create, access, and interact with networks of contacts electronically

question

cloud computing

answer

combing applications, communications, and content into one digital "cloud" that can be easily accessed from many different devices

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