Chapter 2 – BUSINESS COMMUNICATION

Which of the following is characteristic of learner mind-sets?A. viewing differences of opinion as normalB. working by a firm set of rules and guidelinesC. displaying an unwillingness to hear other people’s point of viewD. ascribing negative traits to people with opposing viewsE. agreeing with everything you hear A. viewing differences of opinion as normal
Which of the following is a sign of a person paying attention?A. a slouched and relaxed positionB. a cursory glance accompanied by a smileC. a closed body positionD. a deep breath to relax oneselfE. a nod to indicate acknowledgement E. a nod to indicate acknowledgement
Which of the following is a funnel question?A. In what way do you think our shipping practices contribute to our high expenses?B. Is your suggestion consistent with our goal to reduce our overall budget?C. How can we reduce our expenses for office supplies to meet our budget goals?D. What did you learn in the meeting you had with our colleagues in Baltimore last week?E. Now that we know we want to reduce the company budget, what subcategories should we consider? E. Now that we know we want to reduce the company budget, what subcategories should we consider?
What is the process of interpreting messages from others into meaning?A. noiseB. decodingC. encodingD. receiverE. feedback B. decoding
What term is used for events that cause strong, often negative, emotional responses?A. messagesB. hijackingC. stressD. triggersE. noise D. triggers
in tense and emotionally charged situations, it is important toA. ask cross-examination questions.B. maintain your point of view.C. be uncompromising.D. hold judgmentE. speak loudly and assertively. D. hold judgment
Which of the following employees is most likely to have a blue motivational value system?A. Darwin focuses on encouraging the growth of coworkers.B. Michele dislikes it when people don’t fight back if they have been wronged.C. Therese gets annoyed when she perceives that people don’t take work seriously.D. Ted wants to make sure that decisions have been completely thought out.E. Elise wants the team to remain as flexible as possible. A. Darwin focuses on encouraging the growth of coworkers.
In the interpersonal communication process, the messages exchanged areA. simultaneous and mutual.B. simultaneous and individual.C. sequential and mutual.D. sequential and individual.E. simultaneous and exclusionary A. simultaneous and mutual.
Which of the following is a strength of introverts?A. acting quickly if they see an advantageB. meeting people at large social eventsC. making a positive first impressionD. asking thoughtful, important questionsE. gaining the support of other colleagues D. asking thoughtful, important questions
What is sight-reading?A. understanding and managing emotions to serve goalsB. intelligent observation of nonverbal communicationC. the process of interpreting messages from others into meaningD. understanding your emotions as they occur and how they affect youE. the discipline to hold off emotions to meet long-term intentions B. intelligent observation of nonverbal communication
Asking oneself how certain emotions alter or distort one’s thinking helps improveA. relationship management.B. self-awareness.C. empathy.D. physical noise.E. sight-reading. B. self-awareness.
Which of the following employees is acting with incivility?A. Kathy’s motto is “Let’s agree to disagree” when contentious issues arise.B. Pilar refuses to multitask when her coworkers are talking to her.C. Rena displays interest in her coworkers’ personal accomplishments.D. Scott usually greets female colleagues by saying, “Hello there, girls.”E. Ben asks rather than orders his administrative assistant to take care of tasks D. Scott usually greets female colleagues by saying, “Hello there, girls.”
Which of the following employees is most likely to be a hub?A. Rebecca emphasizes the importance of being logical.B. Juan loves a fast-moving, competitive work environment.C. Cho works at coordinating the efforts of the whole team.D. Jerome pushes for self-reliance and effective use of resources.E. Jenni hates it when team members are competitive. C. Cho works at coordinating the efforts of the whole team.
Frank is having difficulty hearing the point his coworker is making because of loud hammering outside the window. What type of noise is Frank experiencing?A. physiologicalB. cognitiveC. psychologicalD. semanticE. physical E. physical
Why does emotional hijacking occur?A. People are hard-wired to feel emotions about a situation before they reason it out.B. People spend too much time developing self-awareness, so they become overly emotional.C. People deliberately use their emotions to manipulate the reactions of others.D. People have a high emotional intelligence, which makes them less emotional.E. People experience a great deal of physiological noise that interferes with reasoning A. People are hard-wired to feel emotions about a situation before they reason it out.
Which of the following is a solution-oriented question?A. Now that we know we want to reduce the company budget, what subcategories should we consider?B. What did you learn in the meeting you had with our colleagues in Baltimore last week?C. How can we reduce our expenses for office supplies to meet our budget goals?D. In what way do you think our shipping practices contribute to our high expenses?E. Is your suggestion consistent with our goal to reduce our overall budget? C. How can we reduce our expenses for office supplies to meet our budget goals?
_____ involves favorable explanations for why others have behaved in a certain way.A. Relationship managementB. Mitigating informationC. Self-managementD. Emotional hijackingE. Decoding B. Mitigating information
When you are trying to read another person’s nonverbal clues, which of the following should you focus on the most?A. the eyesB. the noseC. the neckD. the chinE. the feet A. the eyes
What are probing questions?A. Probing questions are intended to analyze a business problem from every angle in order to uncover its root causes.B. Probing questions move from general to specific and are intended to increasingly deconstruct a business issue.C. Probing questions are narrow-ended questions that are actually opinions presented in question form.D. Probing questions focus on what should be done to solve business problems and accomplish business objectives.E. Probing questions break the ice and gradually ease people into conversations about shared business interests. A. Probing questions are intended to analyze a business problem from every angle in order to uncover its root causes.
Matt and LaRita grew up in communities that view authority in very different ways, so they have difficulty understanding each other at times. The problem is being caused primarily because ofA. differences in self-awareness.B. psychological noise.C. emotional hijacking.D. differences in emotional intelligence.E. a filter of lifetime experiences. E. a filter of lifetime experiences.
Which of the following employees is most likely to be an extrovert?A. Irina is patient and persevering at long, detailed tasks.B. Aun takes time to consider the ramifications of every decision.C. Phil prefers to work alone rather than on a team.D. Bob has a small network of colleagues he works with closely.E. Len meets everyone in the department by his third day on the job E. Len meets everyone in the department by his third day on the job
Which of the following is most likely to be true about the people who exhibit high self-management?A. They react defensively and with a me-first attitude when threats are perceived.B. They are unable to control their emotional impulses.C. They show a sincere interest in others’ efforts, ideas, and successes.D. They spend a higher percentage of work conversations on work-related topics.E. They frequently vent frustrations without a constructive work purpose. D. They spend a higher percentage of work conversations on work-related topics.
______ is a show of respect for the dignity and importance of others.A. CivilityB. EmpathyC. OptimismD. DecodingE. Synchronizing A. Civility
On the day after her boyfriend broke up with her, Candace found out at work that someone else received the promotion she was hoping to get. Instead of asking her manager what she could do to improve her chances in the future, she raged about how unfair life is. What did Candace experience?A. emotional intelligenceB. physical noiseC. high self-managementD. high self-awarenessE. emotional hijacking E. emotional hijacking
People who speak out constructively about differences of opinion are most likely to haveA. low empathy.B. low self-management skills.C. low self-awareness.D. high relationship management skills.E. high self-awareness. D. high relationship management skills.

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