IS 301 Chapter 10, Ch. 8, Ch. 1, Ch. 2

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Which statement accurately describes persuasion in the post-trust era?

d By definition, persuasion implies that you are communicating with someone who does not think or feel the same way as you do. Persuasion is becoming more difficult, because we live in a time of increasing mistrust.

Which statement about persuasive messages is accurate?

b Persuasion involves extensive planning: analyzing your audience to understand their needs, values, and how they are influenced; developing your ideas as you wrestle with the complicated business issues at hand; and creating a message structure that most effectively reduces resistance and gains buy-in.

Anwar is planning a persuasive message to try to convince his colleagues to contribute to their company’s holiday clothing drive. The most effective argument he can use will be an argument that

a To convince others to modify their own ideas and accept yours, you need to show that you care about them and that your ideas fit into their interests. Your best argument is always one that meets the needs and wants of your audience.

A colleague asks you for advice on how to understand the audience of his persuasive message. Which of the following pieces of advice will you offer?

d Understanding the needs and values of others is not simple. It requires a strong listening orientation. You will need to ask lots of questions to get beyond a surface understanding about the hopes, expectations, and hidden assumptions of your target audiences. In addition to understanding the needs and values of your target audience, you should consider the psychological principles that impact how people are influenced.

Which scenario illustrates the principle of consistency?

e Consistency is based on the idea that once people make an explicit commitment, they tend to follow through and honor that commitment.

Which of the following scenarios demonstrates the method of influence known as liking?

d Liking is a principle of influence whereby people are more likely to be persuaded by people they like.

Celebrity endorsements in advertising are based on the _____ principle of influence.

A.
reciprocation

B.
authority

C.
social proof

D.
consistency

E.
scarcity

b Authority is a principle of influence whereby people follow authority figures. The number of celebrity endorsements in advertising is evidence of how authority can impact persuasion.

External persuasive messages, with the exception of those that emphasize price, are generally based on

A.
strong logical appeals.

B.
the scarcity principle of influence.

C.
strong emotional appeals.

D.
the authority principle of influence.

E.
the liking principle of influence.

c strong emotional appeals .

The writing style of most persuasive messages tends to be

A.
exaggerated and explicit.

B.
direct and explicit.

C.
direct and implicit.

D.
indirect and explicit.

E.
indirect and implicit.

e Compared to other business messages, persuasive messages are somewhat more indirect and implicit. They are sometimes indirect in that they provide the rationale for a request before making the specific request. They are sometimes implicit in that the request or some of the rationale for the request may be implied.

43.
A message is said to be indirect when it

A.
provides the rationale for a request before making the request.

B.
expresses gratitude toward or appreciation of the readers.

C.
contains full and unambiguous meaning.

D.
requires reading between the lines to gauge the entire meaning.

E.
politely asks people to do or think differently.

a Compared to other business messages, persuasive messages are somewhat more indirect and implicit. They are sometimes indirect in that they provide the rationale for a request before making the specific request. They are sometimes implicit in that the request or some of the rationale for the request may be implied.

44.
Which statement about choosing attention-getters for persuasive messages is true?

A.
For external persuasive messages, the primary means of gaining attention is demonstrating a business need.

B.
Writers have more flexibility choosing attention-getters for internal persuasive messages than for external persuasive messages.

C.
Issuing a challenge is a poor attention-getter, but its use should be avoided in persuasive messages.

D.
Posting a testimonial is a good attention-getter, particularly for external messages.

E.
Posing a rhetorical question is an attention-getter that writers should avoid in the post-trust era.

d The first task of most persuasive messages is to gain the attention of your readers. You can do this in a variety of ways, including asking a rhetorical question, providing a compelling or interesting fact, revealing a compelling statistic, issuing a challenge, or posting a testimonial. For internal persuasive messages, the primary means of gaining attention is demonstrating a business need.

46.
Which of the following will help you reduce skepticism once you have described your solution?

A.
restating the need for the solution

B.
showing appreciation for your readers’ views

C.
discussing positive points about your competitor’s products

D.
agreeing with your readers’ objections

E.
providing a strong rationale

e Once you have stated the need, you may describe your solution, which is a recommended product, service, or idea. Many readers will remain skeptical unless you provide convincing support. To do this, you will need to provide a strong rationale, meaning solid reasons why your product, service, or idea really benefits them.

48.
In the context of persuasive messages, validating your readers means that you are

A.
providing solid reasons why your product, service, or idea benefits readers.

B.
demonstrating a business need—a gap between what is and what could be.

C.
recognizing and appreciating others’ needs and preferences as legitimate.

D.
overcoming objections by providing counterpoints.

E.
making a request and then providing a rationale for the request.

c At some point in the body of your persuasive message, you should validate your readers by showing appreciation for their views and preferences. Validation implies that you recognize and appreciate others’ needs, wants, ideas, and preferences as legitimate and reasonable.

53.
It is most appropriate to use an impersonal voice in

A.
persuasive messages to emphasize shared work goals.

B.
external persuasive messages to emphasize reader benefits.

C.
internal persuasive messages to deemphasize self-centeredness.

D.
persuasive messages to emphasize objectivity.

E.
external persuasive messages to depersonalize the message.

d One of the primary strategies you can use to personalize persuasive messages is your selection of voice—either you-voice, we-voice, I-voice, or impersonal voice. Use impersonal voice in persuasive messages to emphasize objectivity and neutrality.

54.
Which statement accurately describes the use of you-voice in persuasive messages?

A.
Writing in the you-voice to customers is just a stylistic choice.

B.
Using the you-voice deemphasizes customer benefits.

C.
Using the you-voice forces you to personalize the message for your readers.

D.
Using the you-voice implies a high level of self-centeredness.

E.
Using the you-voice in persuasive messages emphasizes the writer’s objectivity.

c Writing in the you-voice to customers is more than just a stylistic choice. It forces you to consciously consider the readers’ needs and wants. It forces you to personalize the message for them.

57.
Typically, internal persuasive messages focus mostly on

A.
negative emotions.

B.
the reciprocation principle of influence.

C.
the scarcity principle of influence.

D.
logical appeals.

E.
positive emotions.

d

58.
Which of the following best summarizes the differences between internal and external persuasive messages?

A.
Internal persuasive messages emphasize self-centeredness, whereas external persuasive messages emphasize reader needs.

B.
While internal persuasive messages raise a need, external persuasive messages provide a rationale.

C.
Internal persuasive messages focus on promoting ideas, whereas external persuasive messages focus on promoting products.

D.
Internal persuasive messages tend to be slightly more indirect and implicit than external persuasive messages.

E.
Internal persuasive messages use the you-voice, whereas external persuasive messages that use the I-voice.

c Internal messages typically focus on promoting ideas, whereas external messages typically focus on promoting products and services. Also, internal persuasive messages tend to be slightly more direct and explicit, and they tend to be based on logical appeals.

62.
Chinua is making a brochure to explain to customers the benefits of having their hot water heaters flushed every year. Which of the following will make the brochure more persuasive?

A.
Use the I-voice to convey his expertise.

B.
Dismiss any objections that customers might have.

C.
Use formatting to make each benefit stand out.

D.
Include national statistics about hot water heaters.

E.
Try to make people feel guilty for not maintaining their heaters.

c Effective persuasive messages describe tangible benefits to focus the entire message on the customer and use formatting to make each benefit stand out.

64.
In the model for mass sales messages called AIDA, "D" stands for

A.
destination.

B.
difference.

C.
development.

D.
desire.

E.
drive.

d The model used most successfully for mass sales messages is the AIDA approach: attention, interest, desire, and action.

65.
Which of the following is a component of the AIDA approach to mass sales messages?

A.
gaining attention

B.
discussing ideas

C.
analyzing deadlines

D.
making announcements

E.
answering queries

a The model used most successfully for mass sales messages is the AIDA approach: attention, interest, desire, and action. This approach begins and ends like other persuasive messages; it must first gain attention, and it should end with a specific call to action.

66.
The AIDA model of mass sales messages is aimed at getting customers to think

A.
"I’ve seen this product or service before."

B.
"What is the benefit of this product of service?"

C.
"This business wants my money."

D.
"I want this product or service."

E.
"Famous people use this product or service."

d The model used most successfully for mass sales messages is the AIDA approach: attention, interest, desire, and action. This third step is to focus on desire. You want potential customer thinking, "I want this product or service.".

67.
It is important to ask colleagues to review persuasive messages because persuasive messages

A.
use more formal language than other business messages.

B.
are more personal and idiosyncratic than other business messages.

C.
use difficult direct structure and explicit language.

D.
are directed to people who resist your ideas, products, or services.

E.
must be extremely objective and neutral to be effective.

d Persuasive messages are directed to others who resist your ideas, products, or services. Read your message carefully. Make sure you ask trusted colleagues to read your messages. Ask them how they would respond and how they think you can better construct the message to get your intended results. You may be best served to seek out trusted colleagues who may be resistant in the same way as your audience.

68.
In business communication, by applying the FAIR test, you can avoid

A.
validation.

B.
depersonalization.

C.
manipulation.

D.
attribution.

E.
reciprocation.

c In a business communications context, manipulation involves attempting to influence others by some level of deception so you can achieve your own interests. By applying the FAIR test, you can avoid sending persuasive messages that manipulate others.

The Industrial Age is an era in which people engage in networked communication, collaborate across boundaries, and solve problems communally.

False

Web 2.0 communication tools are primarily passive and static.

False

Twitter is a Web 2.0 communication tool.

True

Wikipedia is a Web 1.0 communication tool.

False

Neda enjoys customizing her blog and presenting content to her readers. Neda is an example of User 1.0.

False

Lorena uses email as her main communication tool. Lorena is an example of User 1.0.

True

Your professional profile should reflect the same information as your social networking profile.

False

Lucy wants to hold a virtual team meeting. She is correct in her belief that wikis cannot be used for that purpose.

False

Social media offer an ideal means of continuously learning about your company, your industry, and your discipline.

True

Due to the many communication tools available in the emerging Social Age, the division between professional and private lives is becoming increasingly clear.

False

Offering to help a colleague on a company blog or wiki is considered intrusive and unprofessional.

False

Public relations is fundamentally about increasing the company’s ability to earn profit off customers and the community.

False

The most common format for a written PR message is the op-ed piece.

False

In a typical op-ed piece on a company blog, a corporate leader will write an opinion piece about a challenge or issue shared by the company and the public.

True

Younger people are often expert at developing an online professional presence, but they are less skilled at developing an online social persona.

False

Posting about excessive weekend partying on Twitter can damage a person’s chances of getting a good job.

True

The profiles you post on personal social media accounts will not affect your professional reputation, but your work-related accounts will.

False

The use of social media, even for private use, complicates your relationship with your employer.

True

An employee congratulating his employer’s son on his engagement is an example of social media complicating relationships between employees and employers.

False

It is important for employees to become familiar with their companies’ acceptable-use policies for social networking websites.

True

The ______ Age is characterized by mass two-way communication and respect for expertise and position.

Information

Workplace culture is now moving from the

Information Age to Social Age.

User 1.0 is most likely to

use email as the main communication tool.

User 2.0 is most likely to

stay connected online all the time.

Which of the following Internet sites is a typical Web 1.0 page?

photos of a restaurant menu posted online

Which of the following Internet sites is a typical Web 2.0 page?

a discussion forum that allows users to post questions and answers

The evolution of the Internet from Web 1.0 to Web 2.0 platforms is the primary driver of the

Social Age.

Web 1.0 communication tools are primarily

passive and static.

The development of Web 2.0 tools has contributed to the development of more

collaborative networks.

One potential drawback of using social media in the workplace is that social media

cause distraction from work and too much socializing.

One advantage of using social media in the workplace is that social media

ensure quicker access to business expertise and knowledge.

Which of the following accurately describes the dashboard of a social software system?

the front page when a user logs into the system, which acts as a communication hub

Twitter is an example of a

microblog.

Which of the following statements accurately describes microblogs?

They contain just a few sentences per entry.

Which of the following is most likely to hold all of a work group’s communications, such as updates, progress reports, and team discussions?

a team blog

Which of the following has the strongest potential to be a collaborative tool?

wikis

Which of the following are collections of pages that anyone with approved access can edit, thus lending themselves to collaborative writing?

wikis

Which of the following guidelines should professionals follow in their social media use?

Join teams built around common interests.

Igor put the following post on a discussion forum at work: "I’ve noticed that some coworkers seem discouraged about how the company is doing. I thought it might help if we discussed the causes of and possible remedies for this malaise. My personal opinion is that management doesn’t care what we think, which causes people to feel detached. I welcome other viewpoints." What could Igor have done to improve his post?

He should not have included a blaming statement.

In a discussion forum conversation on flexible work schedules, Jacque posts the comment, "Not only do we need more flexible hours, we need bigger pay increases too." What guideline for productive team communication did Jacque violate?

Avoid off-topic points.

Peyman wants to make his team’s discussion forum a more encouraging place. Which guideline would best help him accomplish that?

Acknowledge teammates’ ideas.

Abby notices that her team’s discussion forum has become contentious. Which of the following guidelines should she follow in this situation?

Meet in real time.

Latecomers to forum discussions are most likely to cause problems by

challenging the team’s hard-earned consensus and damaging morale.

Firstcomers to a forum discussion are most likely to cause problems by

stating their opinion but failing to take part as the conversation evolves.

The traditional role of public relations was to communicate with

the media.

During the information age, the role of public relations broadened, and it came to be seen as a key component of

marketing.

What is the goal of most public relations messages?

to create a distinctive brand for a company or organization

A public relations team’s first step is to

clarify the company’s brand.

In a blog post structured like a press release, what does the first paragraph do?

answers basic questions

Why are press-release style messages structured the way they are?

to put the most important information first where busy readers can find it

The advantage of an op-ed style blog post is that it

shares the opinions and expertise of a corporate leader with the public.

Which social media tool would be best at helping a business professional establish a personal brand?

a blog

A unique set of professional skills and attributes that others associate with you is called your

personal brand.

Overall and underlying messages that others decode from your online communications are referred to as ______ messages.

meta

Which of the following reputations is a result of the meta message "I abide by the rules"?

moral, ethical, and fair

Which type of reputation is affected by material a person posted to an online discussion forum that is accessed only by people in his or her company?

professional and private

Which of the following statements about online presence is true?

A personal brand built through an online presence can help business professionals gain opportunities.

Social media tools

make developing a personal brand very easy.

On the corporate blog, Gina often posts short articles to highlight the success of one of her colleagues. Because of this, others will most likely see her as being

supportive and caring.

On his Facebook page, Alec often posts examples of his photographs that have won prizes in competitions. Because of this, others will most likely see him as being

talented and capable.

On LinkedIn, Lupe posts an article she wrote about improving the ethical standards in her profession. Because of this, others will most likely see her as being

ethical and consistent.

Which of the following statements best describes the view most companies hold about their employees engaging in social media?

Companies respect the rights of their employees to use social media tools for both personal and professional use.

Which of the following situations is an example of how social media can complicate professional relationships?

An employee blogs about an embarrassing incident involving his or her boss, who sees the post.

Which of the following is one of Coca-Cola’s social media guidelines?

You are responsible for your actions.

According to the Coca-Cola social media guidelines, when employees come across negative posts about the company they should

pass the posts to the official in-market spokesperson.

People who cheat in school are more likely to cheat in the workplace.

True

In the post-trust era, most employees have faith in their leaders and colleagues.

False

Ana, who wants to be a journalist, has lined up a summer internship working for her local newspaper. That kind of experience will help her develop competence.

True

Julio pursues business opportunities aggressively because he believes that doing nothing can be very costly. Julio demonstrates a focus on action

True

An individual who demonstrates that he or she cares about the needs of others is more likely to be seen as having credibility than someone who is self-centered.

True

Effective communicators gain trust by connecting with others.

True

In team meetings, Nancy often describes what she needs to succeed on the project. Nancy’s statements help the team develop solutions that achieve mutual benefit.

False

Someone who has an enlarged vision of those affected by his or her business activities has a sense of accountability.

True

In the phrase stakeholder view, the word stakeholder refers to someone who owns a share of the business.

False

The president of Acme Company often states in her written and oral communications that she is answerable to the people who use the company’s products. By repeating this so frequently, she most likely causes people to mistrust her.

False

Character-based traits are instrumental in establishing trust in the workplace

True

It is the duty of government employees to act visibly, predictably, and understandably when dealing with the public

True

Trying to maintain transparency usually complicates situations where the law and ethical principles do not provide a clear answer

False

Employees often speak up when they observe potentially unethical behavior

False

Frank wants to create a more transparent workplace. He can do so by letting his employees know he is available to talk and reporting the steps he has taken to address their concerns.

True

A person of integrity will have one set of values for his or her personal life and another set of values for his or her work life.

False

Because business problems are expensive and time-consuming to solve, experts recommend avoiding open discussion of serious issues.

False

Today, most organizational cultures are moving to hierarchical and closed communication structures

False

The FAIR test fails to help a person evaluate whether he or she is hiding information in business communications.

False

Extensive research has shown that high-trust relationships lead to inferior, less efficient work outcomes.

False

Which phrase explains what the post-trust era is?

E. a period in which people have lost the trust they once had in the business community

What brought about the state of affairs known as the post-trust era

B. a series of major business scandals

In the post-trust era

A. businesses are often thought to operate against the public’s best interests.

Which of the following is true of competence

B. It is often evaluated by one’s track record of achievements.

Angie’s boss has told her that she needs to demonstrate more competence on the job. Which of the following actions will help her do so?

E. setting specific work goals and achieving them

The Daily News just hired five young reporters. Which new employee has the most competence?

C. Helena, who earned a journalism degree and interned at a local newspaper for two summers

Tess is the general manager of Choc-a-block, an international sweet manufacturing company. She wants to give one of her managers an "Employee of the Year" award. Which of the following managers should she choose if she is looking for the employee with the highest level of competence?

C. Maria, who develops effective action plans to achieve team goals

Which of the following actions will help a manager establish a sense of caring?

A. holding regular meetings to ask about employee concerns

Which of the following communication techniques show that someone has a team orientation?

D. using the pronouns "your" and "our" to discuss goals and needs

In what way does caring help establish credibility in the business world?

D. It encourages people to demonstrate accountability.

Which of the following indicates that Tom, the sales manager of Blue Inc., lacks a sense of caring?

D. Tom focuses on results more than he does on developing employee skills.

The Durable Business Machine Company has been around for almost a century and generally has a good reputation for accountability. Which of the following actions might harm its reputation for taking a stakeholder view?

E. The company keeps profits high by eliminating pollution controls.

Kei produces results. He is scrupulously honest. He checks to see that his teammates have what they need. He always talks about his team’s accomplishments, not his own. However, he fails to consider the impact of his company’s actions on the public. Kei needs to improve in developing a sense of

D. accountability.

Performing at the highest standards, not just for oneself, but for the team, for the supervisor, for the consumer, and for the company’s shareholders, indicates a sense of

B. accountability.

During performance evaluations, Jana is consistently praised for her ability to see how customers might view the services that her company offers. What does this characteristic of Jana’s demonstrate?

A. caring

Marta is a middle manager at a company. Which of the following actions would help Marta build a sense of community among her team members?

C. empower each team member to set personal goals for his or her career

Javier is an editorial manager at a publishing company. He wants to give one of his supervisors an "Employee of the Year" award. Which of the following supervisors should he choose if he is looking for an employee with a strong sense of caring?

D. Jenny, who helps her employees develop the skills that will allow them to advance

Character refers to

C. a reputation for adhering to high moral and ethical values.

Which of the following is true of character?

A. It is central in establishing trust.

Greg is the purchasing manager at a jeans-manufacturing company. He knows he could save his company money by using cheaper, thinner cotton, but he says, "Our customers count on us to provide a durable product. I do not want to let them down." What quality does this demonstrate?

B. character

Ethics can be defined as

D. rules of conduct or moral principles that guide individual or group behavior.

Which of the following statements about business ethics is true?

E. They are commonly held principles in the business community for acceptable behavior.

Why has transparency become so important in the post-trust era?

B. It helps reduce the fear that unethical or dishonest practices are being conducted in secret.

What is the recommended thing to do if you observe unethical behavior in the workplace?

C. Ask questions that challenge the rationalization of the behavior.

Which of the following is true of corporate values?

D. Corporate values are most effective when aligned with personal values.

Derek is the general manager of a gasket manufacturing company. He wants to give one of his employees an "Employee of the Year" award. Which of the following individuals should he choose if he is looking for an employee with a strong sense of ethics?

A. Jordan, who shares all relevant information with stakeholders

What type of company is required to have a code of ethics available to all employees?

D. all companies that are publicly traded

The most successful people are those whose

C. personal values align with the corporate values where they work.

What is the relationship between honesty and competition?

E. Honesty encourages competition on merit.

Brad is the chief financial officer of his company. At the annual meeting, he gives a presentation that contains only positive financial news even though the company had a lay-off in the previous year. What impact is Brad’s presentation likely to have on the employees?

C. It will create mistrust because the presentation did not offer the whole truth.

Which of the following is most likely to damage trust in a workplace?

A. employees who consistently fail to deliver on promises

What does the "F" in the FAIR test of ethical business communication stand for?

B. Factual

What does the "I" in the FAIR test of ethical business communication stand for?

C. Impact on stakeholders

When Gerda examined her most recent memo, she reached the following conclusions. Which of them indicates an area where she failed to pass the FAIR test?

E. She successfully masked her true motivations.

Phil is a designer for a shoe manufacturer. When presenting his latest design to the management team, he made the statement, "We wanted to create a sporty shoe for old geezers who need lots of arch support." What aspect of FAIR communication does his statement fail to meet?

D. communicating respectfully

Rita is the general manager of a software company. She wants to give one of her employees an "Employee of the Year" award. Which of the following individuals should she choose if she is looking for an employee who communicates fairly in business?

A. Julio, who always discloses his sources of information

Which of the following is characteristic of people in high-trust relationships?

A. a willingness to cooperate

Which of the following is true of people in low-trust relationships?

D. They communicate poorly and inefficiently.

How does having a high level of trust impact communication?

B. It improves communication because people feel less resistance to ideas.

How does having a low level of trust impact communication?

D. It worsens communication because people question each other’s motives.

Aleta is the general manager of large landscaping company. She wants to give one of her landscaping teams a "Stars of the Year" award. Which of the following teams should she choose for the award if she is looking for one that operates in a high-trust environment

A. Team A, whose members are highly efficient and easy to motivate

Matt is the general manager of a construction company. He wants to give one of his teams a "Stars of the Year" award by looking for one that operates in a high-trust environment. Which of the following teams will Matt eliminate from consideration first?

C. Team C, whose members rarely give each other the benefit of the doubt

When employees are engaged, that means they are connected to their work

B. emotionally.

Which of the following behaviors indicates engagement by employees

E. putting in extra time to meet the company’s goals

According to recent studies, what impact does having highly engaged employees have on a company?

C. It increases profitability.

Each person involved in interpersonal communication is both encoding and decoding meaning.

True

Decoding is the process of converting meaning into messages composed of words and nonverbal signals.

False

In the interpersonal communication process, communicators encode and send messages at the same time that they also receive and decode messages.

True

Hearing problems, illness, and memory loss are examples of semantic noise in the communication process.

False

Physical noise refers to interference due to attitudes, ideas, and emotions experienced during an interpersonal interaction.

False

All outgoing messages are encoded and all incoming messages are decoded through a filter of lifetime experiences.

True

High self-awareness includes the ability to manage events that stir strong responses

True

Venting negative feelings is one of the most effective strategies for de-escalating anger.

False

People who have low self-management should practice self-talk to improve.

True

People with high self-management react defensively with a me-first attitude when threats are perceived

False

Recent business-school graduates rank listening skills among the most important communication skills.

True

In a conversation with a co-worker, Kosuke agrees with everything the other person says. Kosuke is successfully practicing the skill of holding judgment.

False

During a conversation with his supervisor, Alec paraphrases something that he heard her say. This is an example of a judger statement.

False

Sharing your own ideas with your colleagues undermines the active listening process.

False

Probing questions are intended to create bonds between people

False

Leading questions are generally open-ended.

False

Nonverbal messages, such as posture, are most important when they convey a different emotion than the spoken message.

True

A person’s motivational value system is a blend of the three primary motives of nurturing, dominating, and autonomizing.

False

A manager who wants to hire an effective leader should focus on applicants who are extroverts.

False

When one is treated poorly, responding aggressively potentially de-escalates a difficult situation and shows one’s character and caring.

False

Which of the following terms best describes the process of sending and receiving verbal and nonverbal messages between two or more people?

C. interpersonal communication process

Melissa intends to say something to the new employee that will make him feel welcome as a member of the team. The thought that Melissa intends to communicate is known as _____.

A. meaning

_____ is the process of converting meaning into messages composed of words and nonverbal signals.

B. Encoding

Ayesha says, "You’re so generous!" in a sarcastic tone. Mario decides that Ayesha thinks he is cheap. What process has Mario just done?

E. decoding

Loud music coming from the next room or distorted formatting in an email message are examples of _____ noise.

A. physical

_____ noise occurs when communicators apply different meanings to the same words or phrases

C. Semantic

Which of the following is an example of psychological noise?

D. Jenna’s boss does not take her complaint seriously because he thinks teenagers always exaggerate.

All outgoing messages are encoded and all incoming messages are decoded through

A. a filter of lifetime experiences.

Emotional _____ refers to a situation in which emotions control our behavior causing us to react without thinking.

B. hijacking

Which of the following is the process of accurately understanding one’s own emotions as they occur and how they affect one’s behavior and thought?

E. self-awareness

Events that cause strong emotional reactions are called _____.

A. triggers

Jeanne pays close attention to her emotions at work and takes a quick break whenever she thinks her frustration level might cause her to lash out at a co-worker. What quality does this behavior demonstrate?

B. self-management

Which of the following involves the discipline to hold off on current urges to meet long-term intentions?

C. self-management

Which of the following domains of emotional intelligence is the "ability to accurately pick up on emotions in other people and understand what is really going on with them"?

A. empathy

Which of the following is an impact of low self-management on interpersonal communication?

D. One frequently vents frustrations without a constructive work purpose.

Which of the following is an impact of high self-management on interpersonal communication?

A. One controls emotional impulses that are not aligned with work and relationship goals.

Which of the following is an impact of high empathy on interpersonal communication?

B. One directs conversations to topics that focus on the needs of others and self.

Juan tries to build rapport with the people on his project by checking in with them each day to see if they have any questions or concerns. What aspect of emotional intelligence does this behavior demonstrate?

C. high relationship management

Which of the following is a strategy to improve relationship management?

D. Build up the courage to have a difficult conversation.

Which of the following is a strategy to improve self-management?

C. Examine strategies for overcoming impulses that compete with achieving your long-range goals.

Which of the following is most likely to be true of those people who have low empathy?

B. They seize any opportunity to talk about their own past accomplishments.

Which of the following is a domain of emotional intelligence?

self-management

When Jamie listens to a customer, she maintains eye contact, nods when appropriate, and ignores her phone when it gives an incoming message alert. Which active listening skill is she using?

paying attention

Which of the following is an example of the active listening skill of clarifying?

Trung asks the other person to explain a point more completely.

In a meeting with a supplier, Janice listens to his sales pitch and then says, "So the two main advantages of this product are that it will save us money and it is better for the environment. Is that correct?" What active listening skill has Janice used?

summarizing

Which active listening skill involves demonstrating a learner mindset rather than a judger mindset?

holding judgment

Which of the following statements is a judger statement rather than a learner statement?

Aren’t you interested in trying new techniques?

Which barrier to effective listening involves neglecting listening because of pressing deadlines?

lack of time

A series of questions that attempt to deconstruct a business issue by moving from general to specific are known as _____ questions.

funnel

Sylvie starts her weekly department meetings by asking questions such as, "How was your vacation?" "Did anyone see the football game last night?" and "Who wants to go to lunch after we finish here?" What type of questions are these?

rapport-building

Customers have been complaining about the products produced by Derek’s department. His team has checked all the equipment, but they cannot find the cause of the poor quality. What kind of questions would most help them with this issue?

probing

What is the main difference between probing questions and solution-oriented questions?

Probing questions seek to uncover root causes, while solution-oriented questions focus on what should be done.

The act of anticipating intentions and moods through the perceptive examination of nonverbal cues is known as _____.

sight-reading

What does research consistently demonstrate about nonverbal communication?

People are not good at masking their feelings, but most people are inconsistent in their ability to decode nonverbal signals.

During a budget meeting, Eva concludes her part of the talk and points to her presentation partner. What does this gesture most likely mean in context?

She is indicating that it is his turn to speak.

When Leo had to tell Tania that her project had lost its funding, he found himself adopting a slumped posture that was similar to hers. What was Leo doing?

synchronizing body language to show empathy

Kim is a salesperson who has learned to gauge her customers’ interest from their eyes. Which of the following is most likely to indicate that her customer is carefully considering her product?

a rapid sideways movement of the eyes

Which motivational value system is most often guided by concerns that business activities have been thought out carefully and the right processes are put into place to accomplish things?

green MVS

Which of the following statements best expresses a typical concern of someone with a blue MVS?

"Let’s make sure everyone feels included in the decision-making."

Focusing on _____ is most likely to help you communicate with a red MVS in a way that he or she prefers.

results

Claire and Raul disagree about a proposal for the company to adopt flexible work schedules. Claire wants to make sure that they have thoroughly investigated other companies that have such schedules, while Raul wants to make the change happen before summer. What can you deduce about Claire and Raul?

Claire is a green MVS; Raul is a red MVS.

Which of the following qualities is characteristic of people who are hubs?

flexible

Which of the following qualities is more characteristic of introverts?

thoughtful

Which of the following situations would an extrovert prefer?

a loud party with a large group

Phil needs to assign his team members the following tasks. One of the team members, Mary, is an introvert. Which task is most appropriate for Mary?

checking the proofs of sales brochures for accuracy before they are printed

Extroverts can work more effectively with introverts by

pausing more often and allowing periods of silence that might feel uncomfortable.

Tom always drops hand-written reports on his administrative assistant’s desk and says, "Type this right away." What type of incivility is Tom committing?

treating others without courtesy

Which of the following is an example of disrespecting the dignity and worth of others?

calling female co-workers "honey" or "baby"

Which of the following is a guiding principle on improving civility in society and the workplace?

Disagree graciously.

_____ is "rudeness and disregard for others in a manner that violates norms for respect."

Incivility

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