Question 1

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

Accepted Answer

A) True 
 B)False

Question 2

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?

Accepted Answer

A)   reflecting
B)   holding judgment
C)   summarizing
D)   clarifying
E)   paying attentionF) A) and D)
G) A) and E)

Question 3

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

Accepted Answer

A)   lack of time
B)   lack of patience and attention span
C)   image of leadership
D)   communication technology
E)   fear of bad news or other uncomfortable informationF) A) and D)
G) B) and D)

Question 4

Which of the following is a domain of emotional intelligence?

Accepted Answer

A)   shared meaning
B)   sympathy
C)   self-management
D)   semantics
E)   synchronizingF) All of the above
G) A) and B)

Question 5

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

Accepted Answer

A)   One controls emotional impulses that are not aligned with work and relationship goals.
B)   One directs conversations to topics that focus on the needs of others and self.
C)   One is aware of triggers and related tendencies to say the wrong thing.
D)   One spends a higher percentage of work conversations on work-related topics with a focus on solutions.
E)   One frequently vents frustrations without a constructive work purpose.F) D) and E)
G) B) and D)

Question 6

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

Accepted Answer

A)   active listening process
B)   verbal communication process
C)   interpersonal communication process
D)   thought process
E)   review processF) B) and E)
G) C) and D)

Question 7

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

Accepted Answer

A) True 
 B)False

Question 8

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

Accepted Answer

A)   Probing questions move from general to specific, while solution-oriented questions move from specific to general.
B)   Probing questions tend to be analytical and focused, while solution-oriented questions tend to be casual and social.
C)   Probing questions tend to be closed, while solution-oriented questions tend to be open-ended.
D)   Probing questions seek to uncover root causes, while solution-oriented questions focus on what should be done.
E)   Probing questions tend to have a judger mindset, while solution-oriented questions tend to have a learner mindset.F) B) and D)
G) C) and D)

Question 9

Extroverts can work more effectively with introverts by

Accepted Answer

A)   speaking up more quickly than feels comfortable to them.
B)   shortening the length of their emails.
C)   offering personal information more often than feels natural.
D)   pausing more often and allowing periods of silence that might feel uncomfortable.
E)   explaining that they prefer to answer questions after they have time to think.F) C) and D)
G) None of the above

Question 10

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

Accepted Answer

A)   rapport-building
B)   funnel
C)   probing
D)   closed
E)   solution-orientedF) A) and B)
G) D) and E)

Question 11

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

Accepted Answer

A) True 
 B)False

Question 12

What does research consistently demonstrate about nonverbal communication?

Accepted Answer

A)   People are not good at masking their feelings, and most people are highly skilled in their ability to decode nonverbal signals.
B)   People are not good at masking their feelings, but most people are incapable of decoding nonverbal signals.
C)   People are good at masking their feelings, but most people still manage to decode nonverbal signals.
D)   People are good at masking their feelings, so most people are incapable of decoding nonverbal signals.
E)   People are not good at masking their feelings, but most people are inconsistent in their ability to decode nonverbal signals.F) C) and D)
G) D) and E)

Question 13

How can individuals use mitigating information to help with self-management?

Accepted Answer

Self-management is the "ability to use a...

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

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

Accepted Answer

A) True 
 B)False

Question 16

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

Accepted Answer

A)   Tell, don't ask.
B)   Ignore small things.
C)   Disagree graciously.
D)   Do not refrain from arguing.
E)   Keep a negative attitude.F) D) and E)
G) A) and D)

Question 17

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

Accepted Answer

A) True 
 B)False

Question 18

Al met a potential customer outside on a cold December day to discuss plowing the man's driveway all winter. The man nodded several times and sounded enthusiastic when he promised to call Al after talking to his wife. However, Al decided that was just a brush off. The man had kept his arms folded across his chest, which Al has heard is a sign of defensiveness. How well did Al practice sight-reading? Explain using details from the scenario.

Accepted Answer

Al did not practice sight-reading very w...

Question 19

Explain physiological noise with examples.

Accepted Answer

Physiological noise refers to disruption...

Question 20

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

Accepted Answer

A)   a filter of lifetime experiences.
B)   psychological noise.
C)   mitigating information.
D)   a motivational value system.
E)   sight-reading.F) D) and E)
G) A) and B)

Exam 2: Interpersonal Communication and Emotional Intelligence

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

Correct Answer
verified

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

Correct Answer
verified

How can individuals use mitigating information to help with self-management?

Correct Answer
verified
Self-management is the "ability to use a...
View Answer

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

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

Extroverts can work more effectively with introverts by

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

Which of the following is a domain of emotional intelligence?

Correct Answer
verified

Correct Answer
verified
Al did not practice sight-reading very w...
View Answer

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

Correct Answer
verified

Explain physiological noise with examples.

Correct Answer
verified
Physiological noise refers to disruption...
View Answer

What does research consistently demonstrate about nonverbal communication?

Correct Answer
verified

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?

Correct Answer
verified

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

Correct Answer
verified

Exam 2: Interpersonal Communication and Emotional Intelligence

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

How can individuals use mitigating information to help with self-management?

Correct AnswerverifiedSelf-management is the "ability to use a...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Extroverts can work more effectively with introverts by

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following is a domain of emotional intelligence?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedAl did not practice sight-reading very w...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

Explain physiological noise with examples.

Correct AnswerverifiedPhysiological noise refers to disruption...View AnswerShow Answer

What does research consistently demonstrate about nonverbal communication?

Correct AnswerverifiedShow Answer

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?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Self-management is the "ability to use a...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Al did not practice sight-reading very w...
View Answer

Correct Answer
verified

Correct Answer
verified
Physiological noise refers to disruption...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified