Test Bank For Business Communication Developing Leaders for a Networked World, 4th Edition, Peter Cardon Chapter 1-16
Chapter 1 Student name:__________ 1)
Why has establishing credibility become so important in the post-trust era?
2) Discuss the role of competence in establishing credibility. Explain how competence affects the perceptions of others.
3) What role does understanding the interests of others play in the establishment of credibility? Give a specific example.
4) Why should a business take a stakeholder view of groups in society that are not part of the company and do not use the company's products or services?
5)
Discuss the role of character in establishing credibility.
6)
What are business ethics?
7)
Why is transparency especially important in the post-trust era?
8)
Why is it important that corporate values be aligned with personal values?
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9)
Why is it important for a company to have a business ethics policy?
10) What are the elements of the FAIR test? Give one example of when the elements of this test would be useful.
11)
The post-trust era is a period of time
A) when the government no longer allows monopolies or trusts to form. B) characterized by the formation of trusts to manage the wealth of businesses. C) when people put more of their trust in big business than in big government. D) when the government allows financial trusts to try to make the economy safer. E) when people have lost the trust they once had in the business community.
12)
What brought about the post-trust era?
A) the disclosure of widespread cheating in school B) a series of business scandals and economic crises C) the decrease in human interactions in business D) the practice of outsourcing jobs E) a switch to more transparency by businesses
13)
What is the key characteristic of the post-trust era?
A) The public believes businesses operate against the public's best interests. B) The majority of employees have faith in their leaders and colleagues at work. C) Transparency is no longer important in the workplace. D) Stakeholders do not require businesses to be accountable to them. E) Character-based traits play a very small role in establishing credibility.
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14) In one study, over three-quarters of students surveyed felt that ________ was not a serious offense.
A) Internet plagiarism B) stealing office supplies C) lying on social media D) cheating on a boy/girlfriend E) padding a resume
15)
What is true about competence in the workplace?
A) It has grown less important in the post-trust era. B) It is most often evaluated by one's track record of achievements. C) It is innate and cannot be gained through experience. D) It increases when individuals focus on connecting with others. E) It depends mainly on the ability to build a sense of community.
16) Edgar's boss has told him that he needs to demonstrate more competence on the job. What action will help him do so?
A) taking on fewer projects at one time B) asking coworkers what their needs are C) working independently and not consulting others D) hiding his mistakes from his team members E) setting specific work goals and achieving them
17) The Daily News just hired five young reporters. Which new employee most likely has the most competence?
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A) Corrinne, who made top grades in journalism at a prestigious university and then traveled for a year B) Paulo, who has a degree in English and has published three stories in literary magazines C) Hermione, who earned a journalism degree and interned at a local newspaper for two summers D) Bob, who earned a degree in philosophy and spent a year writing for a school newspaper E) Rebecca, who made top grades at a small college and graduated with a degree in English
18) Leona is the general manager of a global manufacturing company. She wants to give one of her managers an "Employee of the Year" award. Which manager should she choose if she is looking for the employee with the highest level of competence?
A) Teel, who is completely trustworthy with confidential information B) Diana, who is the first one to explain what she needs in any situation C) Coral, who develops effective action plans to achieve team goals D) Jiana, who considers company interests above those of customers E) David, who keeps a low profile and does not draw attention to himself
19)
Which action will help a manager establish a sense of caring?
A) holding regular meetings to ask about employee concerns B) setting clear and measurable goals for each employee C) taking a course in making teams function more efficiently D) assigning people to projects without their input E) encouraging people to use the pronouns "I" and "me" in communication
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20)
Which communication technique shows that someone has a team orientation?
A) discussing only positives rather than focusing on negatives B) being open and transparent about the company's confidential matters C) using the FAIR test to evaluate what other people say D) using the pronouns "you" and "we" to discuss goals and needs E) keeping personal motivations hidden in the workplace
21)
How does caring help establish credibility in the business world?
A) It helps people understand serious business problems. B) It encourages people to work as individuals instead of as teams. C) It promotes closed communication structures. D) It helps people connect with others. E) It makes individuals less transparent.
22) Ralph and Quan are both on the staff of a car dealership. Ralph is always asking colleagues to cover his shifts, but he never returns the favor. Quan often covers shifts for colleagues even though he rarely takes time off himself. Which statement best describes the difference between Ralph and Quan?
A) Quan adheres to the company ethics policy, and Ralph does not. B) Quan relies on personal values, and Ralph relies on corporate values. C) Quan is an effective communicator, and Ralph is not. D) Quan is a giver, and Ralph is a taker. E) Quan trusts his colleagues, and Ralph does not.
23) The Global Business Machine Company has been around for almost a century and generally has a good reputation for accountability. Which action might harm its reputation for taking a stakeholder view?
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A) The company consistently pays its shareholders high dividends. B) The company offers its employees good benefits packages. C) The company develops products that meet customer needs. D) The company helps its employees develop professional skills. E) The company keeps profits high by eliminating pollution controls.
24) Aiko is a middle manager at a technology company. Which action would help Aiko build a sense of community among her team members?
A) assign all the team roles without explaining why decisions are made B) emphasize how the quality of the team's work affects her chance at promotion C) empower each team member to set personal goals for his or her career D) put more emphasis on immediate results than on developing skills E) encourage team members to compete to improve productivity
25) George is an editorial manager at a publishing company. He wants to give one of his supervisors an "Employee of the Year" award. Which supervisor should he choose if he is looking for an employee with a strong sense of caring?
A) Jason, who sets short- and long-term deadlines for every project and meets them promptly B) Ayella, who always takes on extra work to help the department meet its deadlines C) Paco, who is the best copy editor and proofreader in the department D) Cho, who helps her employees develop the skills that will allow them to advance E) Tomas, who communicates openly whenever he has doubts or questions
26)
Character refers to
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A) the stated and lived values of a company. B) the knowledge and skills needed to accomplish business tasks. C) a reputation for adhering to high moral and ethical values. D) a set of principles that govern behavior in the workplace. E) the ability to cultivate a sense of community in the workplace.
27)
Which statement is true of character?
A) It is central in establishing trust. B) It is innate and cannot be cultivated. C) Its importance has decreased in the post-trust era. D) It is seldom important in long-term, collaborative relationships. E) It increases when the level of transparency decreases.
28) Geoff is the purchasing manager at a company that manufactures clothing. 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?
A) competence B) character C) experience D) expertise E) community
29) When business executives were asked what was the most important determinant of trust in the workplace, the number one answer was
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A) positive attitude. B) honesty. C) intelligence. D) motivation. E) experience.
30) Jian produces results. He is scrupulously honest; he checks to see that his teammates have what they need; and 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. Jian needs to improve in developing a sense of
A) kindness. B) community. C) character. D) accountability. E) competence.
31) 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
A) individuality. B) accountability. C) opportunity. D) future-orientation. E) endurance.
32) During performance evaluations, Jana is consistently praised for her ability to see how corporate decisions will affect stakeholders. What does this characteristic of Jana's demonstrate?
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A) accountability B) competence C) expertise D) transparency E) honesty
33)
Business ethics are defined as
A) the skills needed to identify and overcome business problems. B) the practice of sharing all relevant information with stakeholders. C) a written code of conduct designed to guide the actions of a company. D) the commonly accepted beliefs and principles in the business community for acceptable behavior. E) a set of guidelines for evaluating how much honesty to use in a given situation.
34)
Which statement about business ethics is true?
A) They are skills needed to identify and overcome business problems. B) They are of decreasing significance to businesses in the post-trust era. C) They are self-formulated values prioritized and adhered to by individuals in business. D) They measure the extent to which employees care for the needs of the business. E) They are commonly held principles in the business community for acceptable behavior.
35)
Why has transparency become so important in the post-trust era?
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A) It creates the feeling among employees that managers care about their interests and needs. B) It helps reduce the fear that unethical or dishonest practices are being conducted in secret. C) It reduces incompetence by stressing the acquisition of necessary skills and knowledge for the job. D) It empowers each individual employee to think primarily about his or her career needs. E) It focuses on action and results so it helps businesses address their most pressing issues.
36) Barb saw her best friend, Marcie, take office supplies from the workplace. Marcie said it was no big deal, and Barb didn’t want to turn her in, but she knew it was ethically wrong and felt guilty that she was being disloyal to the company. Barb discovered that making the right choice isn’t always easy. This is an example of
A) viewing coworkers' motives with suspicion. B) feeling resistant to new ways of doing things. C) rationalizing keeping the secret. D) keeping one's motives to oneself. E) an ethical dilemma.
37)
What should you do if you observe unethical behavior in the workplace?
A) Assume that the person knows what he or she is doing and ignore it. B) Accuse the person of acting with bad motives or criminal intent. C) Ask questions that challenge the rationalization of the behavior. D) Report the behavior to the media or to law enforcement immediately. E) Make a joke about the behavior to subtly convey your discomfort with it.
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38)
Which statement is true of corporate values?
A) Corporate values are those that are formulated and adhered to by individuals. B) Publicly traded companies can decline to adopt a code of conduct. C) The employees of a company are not bound by corporate values. D) Corporate values are most effective when aligned with personal values. E) Corporate values are implied and unwritten rules that are open to interpretation.
39) Marion is the general manager of a sports equipment manufacturing 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 with a strong sense of ethics?
A) Ivy, who shares all relevant information with stakeholders B) Nicholas, who went to night school to acquire more job-related skills C) Taylor, who shares the company's trade secrets with its competitors D) Keiko, who created a spreadsheet to help track production stages E) Victoria, who conducts personal business on company time
40) What type of company is required by the Sarbanes-Oxley Act to have a code of ethics available to all employees?
A) all companies that employ more than 100 people B) all companies that trade internationally C) all companies that have more than a single owner D) all companies that are publicly traded E) all companies that make more than a million dollars
41)
The most successful people are those whose
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A) personal values take priority over the corporate values where they work. B) personal values are subservient to the corporate values where they work. C) personal values align with the corporate values where they work. D) lives are ruled entirely by their personal values. E) lives are ruled entirely by the corporate values where they work.
42)
What is the relationship between honesty and competition?
A) Too much honesty destroys competition. B) Businesses must commit fraud to compete. C) Truly honest businesses do not need to compete. D) Honesty and competition have no relationship. E) Honesty allows performance based on merit.
43) Basir 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 Basir’s presentation likely to have on the employees?
A) It will create hope that the coming year will be better than the previous year. B) It will cause employees to forget about the previous year's problems. C) It will create mistrust because the presentation did not offer the whole truth. D) It will not have much effect because employees do not listen to such presentations. E) It will impress the employees with Basir’s team orientation and positive attitude.
44) Marco works for a research firm. He discloses a client's confidential information publicly. This action is an example of a
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A) business ethics violation. B) low-trust relationship. C) conflict between personal and corporate values. D) failure to be transparent. E) rationalization of unprofessional practices.
45)
What is the term for the stated and lived values of a company?
A) corporate values B) corporate relationship C) code of ethics D) business ethics E) professional practices
46) Sara is director of human resources, and as such she is tasked with creating a document that states the company’s most important values and rules of conduct. This is called
A) a code of conduct. B) an ethical standards statement. C) a company rules bulletin. D) a human resources manual. E) organizational guidelines.
47)
What does the "F" in the FAIR test of ethical business communication stand for?
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A) Fresh B) Facts C) First D) Forthright E) Fitting
48)
What does the "I" in the FAIR test of ethical business communication stand for?
A) Intent of communicator B) Interest of audience C) Impacts on stakeholders D) Insight into motives E) Illustration of credibility
49)
What can the FAIR test help you avoid?
A) showing preference to one employee over another B) revealing confidential or proprietary information C) receiving low ratings from subordinates D) rationalizing unethical behaviors E) being disrespectful to other people
50) Parul is a manager who is preparing to send a memo to members of her team. What will best help her evaluate the memo before she sends it?
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A) asking questions to challenge rationalizations B) consulting the Ethics Resource Center C) surveying team members D) applying the FAIR test E) reviewing her company's code of ethics
51) Rhonda 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) Juliana, who always discloses her sources of information B) Evan, who often draws conclusions from assumptions C) Debbi, who often says that customers never know what they want D) Lina, who builds team spirit by reminding people when birthdays are E) Ted, who seldom checks his programs for bugs
52) How does establishing credibility to maintain a high level of trust impact communication?
A) It improves communication because people have to rely more on rhetoric. B) It improves communication because people give the benefit of the doubt. C) It worsens communication because people take things for granted. D) It worsens communication because people question each other's motives. E) It improves communication because people have to be persuaded to cooperate.
53) According to management expert Stephen M.R. Covey, what is foundational to permanent success?
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A) speaking and writing eloquently B) demanding the respect of subordinates C) overcoming many struggles D) inspiring the trust of others E) having a warm and charming manner
54) In the example in the text about Tim Cook, CEO of Apple, what method is recommended to be used to evaluate his letters to shareholders?
A) the FAIR test B) customer opinion polls C) the outcomes of the letters D) similar responses in government privacy cases E) evaluation by the board of directors
55) Using the FAIR test involves providing access to ________ and explaining how you made your decisions, particularly in complicated and emotionally charged situations.
A) your real motivations B) research and data C) employee records D) in-house documents E) all communications
56)
People who cheat in school are more likely to cheat in the workplace. ⊚ ⊚
true false
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57)
In the post-trust era, most employees have faith in their leaders and colleagues. ⊚ ⊚
true false
58) Kami, who wants to be a medical assistant, has lined up a summer internship working for a local hospital. That kind of experience will help her develop competence. ⊚ ⊚
true false
59) Kersey pursues business opportunities aggressively because she believes that doing nothing can be very costly. Kersey demonstrates a focus on action. ⊚ ⊚
true false
60) A manager who acts out of self-interest is more likely to be viewed as credible than one who does not. ⊚ ⊚
61)
true false
Effective communicators gain trust by connecting with others. ⊚ ⊚
true false
62) Nancy wants to cultivate a sense of community. Her first step should be to explain her needs to the team.
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⊚ ⊚
63)
true false
Character-based traits are instrumental in establishing trust in the workplace. ⊚ ⊚
true false
64) Someone who has an enlarged vision of those affected by his or her business activities has a sense of accountability. ⊚ ⊚
true false
65) In the phrase s takeholder view, the word stakeholder refers only to someone who owns a share of the business. ⊚ ⊚
true false
66) A company president 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. ⊚ ⊚
true false
67) It is the duty of corporate employees to act visibly, predictably, and understandably when dealing with the public.
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⊚ ⊚
true false
68) In recent years, transparency has become the dominant business ethic for communications. ⊚ ⊚
69)
Employees usually speak up when they observe potentially unethical behavior. ⊚ ⊚
70)
true false
true false
In recent years, employees have increasingly judged their organizations to be ethical. ⊚ ⊚
true false
71) 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. ⊚ ⊚
true false
72) Because business problems are expensive and time-consuming to solve, experts recommend avoiding open discussion of serious issues. ⊚ ⊚
true false
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73)
Today, workplace cultures are becoming more closed off and independent. ⊚ ⊚
74)
The FAIR test is a way to predict how employees will react to a new policy. ⊚ ⊚
75)
true false
true false
In high-trust relationships, communication is easier and more effective. ⊚ ⊚
true false
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Answer Key Test name: chapter 1 11) E 12) B 13) A 14) A 15) B 16) E 17) C 18) C 19) A 20) D 21) D 22) D 23) E 24) C 25) D 26) C 27) A 28) B 29) B 30) D 31) B 32) A 33) D 34) E 35) B 36) E 21
37) C 38) D 39) A 40) D 41) C 42) E 43) C 44) A 45) A 46) A 47) B 48) C 49) E 50) D 51) A 52) B 53) D 54) A 55) A 56) TRUE 57) FALSE 58) TRUE 59) TRUE 60) FALSE 61) TRUE 62) FALSE 63) TRUE 64) TRUE 65) FALSE 66) FALSE 22
67) TRUE 68) TRUE 69) FALSE 70) FALSE 71) FALSE 72) FALSE 73) FALSE 74) FALSE 75) TRUE
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Student name:__________ 1)
Define the interpersonal communication process.
2)
How does emotional hijacking hinder effective interpersonal communication?
3)
Why is self-awareness particularly important in stressful and uncomfortable situations?
4)
How can individuals use mitigating information to help with self-management?
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5)
What are the six skills that make up active listening? Give a brief definition of each.
6) Identify the purpose of each of the following types of questions: rapport-building, funnel, probing, and solution-oriented.
7) Alan 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 Alan after talking to his wife. However, Alan decided that was just a brush off. The man had kept his arms folded across his chest, which Alan has heard is a sign of defensiveness. How well did Alan practice sight-reading? Explain using details from the scenario.
8) What are the eight guiding principles of improving civility in society as discussed by P. M. Forni?
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9) Which term best describes the process of sending and receiving verbal and nonverbal messages between two or more people?
A) active listening process B) verbal communication process C) interpersonal communication process D) decoding process E) encoding process
10) Rebekah intends to say something to her employee to explain why he is being transferred to a new project. The thought that Rebekah intends to communicate is known as
A) meaning. B) message. C) semantics. D) encoding. E) empathy.
11)
________ is the process of interpreting messages from others into meaning.
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A) Decoding B) Encoding C) Translating D) Filtering E) Communicating
12) Ayanna says, "You're so generous!" in a sarcastic tone. Marvin decides that Ayanna thinks he is cheap. What process has Marvin just completed?
A) filtering B) hijacking C) encoding D) synchronizing E) decoding
13) Karla was trying to study but she had trouble concentrating because her neighbors were having a loud argument. This is an example of ________ noise.
A) physical B) psychological C) semantic D) physiological E) cognitive
14) ________ noise occurs when communicators apply different meanings to the same words or phrases.
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A) Psychological B) Physical C) Semantic D) Cognitive E) Physiological
15)
Which statement is an example of psychological noise?
A) Pranav’s coworker does not understand what he tells her because nearby colleagues are speaking too loudly. B) Pranav’s coworker does not understand his meaning when he uses technical accounting terms. C) Pranav’s coworker does not understand what he tells her because she has a pounding headache. D) Pranav’s coworker dismisses his product suggestions because she thinks he is too inexperienced. E) Pranav’s coworker does not remember what he tells her about his schedule because she is rushing to get to a meeting.
16)
All outgoing messages are encoded and all incoming messages are decoded through
A) a filter of lifetime experiences. B) psychological noise. C) mitigating information. D) a motivational value system. E) sight-reading.
17) When Dana found out her proposal was rejected, she stormed into her boss's office and yelled at him. Dana was experiencing emotional
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A) filtering. B) hijacking. C) blackmail. D) noise. E) intelligence.
18)
Which of these is a domain of emotional intelligence?
A) shared meaning B) sympathy C) self-management D) semantics E) self-esteem
19) What is the process of understanding your own emotions as they occur and how they affect your behaviors and thoughts?
A) self-management B) empathy C) relationship management D) shared meaning E) self-awareness
20) Martha was once mugged on the subway, so now every time she enters the subway she starts to shake and feel afraid. For Martha, the subway is a
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A) trigger. B) dysfunction. C) noise. D) distracter. E) filter.
21) Elera knows that she is especially vulnerable to work stress today because she had a fight with her husband last night. Therefore, Elera does ten minutes of meditation on her lunch break, and later when she feels herself getting frustrated during a meeting, she counts to ten before making a comment. What quality does Elera's behavior demonstrate?
A) empathy B) self-management C) emotional hijacking D) self-awareness E) psychological noise
22) Which term involves having the discipline to hold off on current urges in order to meet long-term intentions?
A) empathy B) self-awareness C) self-management D) relationship management E) sight-reading
23) Which dimension of emotional intelligence is the "ability to accurately pick up on emotions in other people and understand what is really going on with them"?
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A) empathy B) relationship management C) self-management D) self-awareness E) sight-reading
24)
Which person demonstrates low self-management during interpersonal communication?
A) Mary speaks out constructively about differences of opinion. B) Frank seeks to de-escalate interpersonal tensions and resolve issues at hand. C) Kamili provides indirect and vague feedback and ideas to others. D) Seong frequently vents frustrations without a constructive work purpose. E) Duri is unaware of her own emotional state and its related impact on communication.
25)
Which person demonstrates high self-management during interpersonal communication?
A) Haruki controls emotional impulses that are not aligned with work and relationship goals. B) Seda attempts to understand the feelings, perspectives, and needs of others. C) Doreen engages in a me-first approach to work with colleagues. D) Dick reacts defensively and with a me-first attitude when threats are perceived. E) Mimi fails to listen carefully to others.
26)
Which person demonstrates high empathy during interpersonal communication?
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A) Maida controls emotional impulses that are not aligned with work and relationship goals. B) Iman directs conversations to topics that focus on the needs of others. C) Belinda is aware of triggers and related tendencies to say the wrong thing. D) Macy spends a higher percentage of work conversations on work-related topics with a focus on solutions. E) Sven frequently vents frustrations without a constructive work purpose.
27)
What is a strategy to improve self-management?
A) Encourage others who rarely speak up to voice their thoughts and feelings. B) Think about group dynamics and the related impacts on each team member. C) Examine strategies for overcoming impulses that compete with achieving your longrange goals. D) Think about your last reactions to the following experiences: joy, anger, self-doubt, frustration. E) Attend work-related social outings.
28) When Kian listens to a customer, he paraphrases the customer's request or complaint to make sure he understands it. Which active listening skill is he using?
A) reflecting B) holding judgment C) summarizing D) clarifying E) paying attention
29)
Which person demonstrates the active listening skill of clarifying?
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A) Trevor leans slightly forward as he listens to others. B) Sandra asks questions that demonstrate her desire to understand other points of view. C) William asks the other person to explain a point more completely. D) Abel expresses his own perspective after he has heard the other person. E) Bart pauses to think about what he has heard and then paraphrases it.
30) During his annual performance review, Bill says to his supervisor, "So the two main ways that you want me to improve are to double-check my work for accuracy and to be more of a team player. Is that correct?" What active listening skill is Bill using?
A) identifying B) paying attention C) reflecting D) summarizing E) sharing
31) Which active listening skill involves demonstrating a learner mindset rather than a judger mindset?
A) holding judgment B) paying attention C) reflecting D) summarizing E) sharing
32)
Which statement is a judger statement rather than a learner statement?
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A) Aren't you interested in trying new techniques? B) How long do you think it will take to implement this new program? C) What do the studies indicate the environmental impact will be? D) How much do you estimate this will cost? E) What other companies have tried this type of sales campaign?
33) Which barrier to effective listening involves neglecting listening because of pressing deadlines?
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 information
34) A series of questions that attempt to deconstruct a business issue by moving from general to specific are known as ________ questions.
A) rapport-building B) funnel C) probing D) closed E) solution-oriented
35) In a weekly project update meeting, Lisa asks the following questions of one of her employees: "Why were you late meeting your last deadline? Were there external factors that delayed your work? Did other coworkers get their part of the assignment to you on time? Do you need more help from me?" What type of questions are these?
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A) closed B) rapport-building C) solution-oriented D) probing E) funnel
36) Carolyn’s team is having a difficult time developing a team identity. She thinks the problem might be that the team members come from different departments and have not worked together before. What kind of questions can Carolyn use to help with this issue?
A) solution-oriented B) rapport-building C) probing D) closed E) funnel
37)
What is the main difference between probing questions and solution-oriented questions?
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.
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38) The act of anticipating intentions and moods through the perceptive examination of nonverbal cues is known as
A) sight-reading. B) emotional intelligence. C) shared meaning. D) relationship management. E) self-management.
39)
What does research consistently demonstrate about nonverbal communication?
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.
40) During a budget meeting, Fanny concludes her part of the talk and points to her presentation partner. What does this gesture most likely mean in context?
A) She is indicating that it is his turn to speak. B) She is accusing him of interrupting her. C) She is blaming him for the poor budget numbers. D) She is giving him permission to ask a question. E) She is trying to get him to be quiet.
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41) When Leonard had to tell Tanya that her project had lost its funding, he found himself adopting a slumped posture that was similar to hers. What was Leonard doing?
A) synchronizing body language to mock her B) synchronizing body language to show empathy C) faking a mood to change her emotions D) using visual cutoff to encourage sharing E) using visual cutoff to make the conversation end
42) As Chula explains her dissatisfaction with her current salary, her supervisor abruptly looks away and sighs. What does the supervisor's nonverbal behavior indicate?
A) strong agreement B) confusion C) strong displeasure D) distraction E) agreement yet helplessness
43) While working on team projects, Louisa welcomes feedback and constructive criticism from her colleagues because she values their opinions and wants to be a better team member. What aspect of emotional intelligence does this behavior demonstrate?
A) high empathy B) high self-awareness C) high relationship management D) low self-management E) low empathy
44) Which motivational value system is most often guided by concerns about whether business activities have been thought out carefully and the right processes have been put into place to accomplish things? Version 1
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A) red MVS B) yellow MVS C) blue MVS D) green MVS E) hub
45) Which of the following statements best expresses a typical concern of someone with a blue MVS?
A) "Let's make sure we've considered how this will affect everyone's welfare." B) "Let's be sure that we have thought out the long-term results of this policy." C) "Let's consider the most efficient way to implement this decision." D) "Let's look at how this relates to the overall welfare of the company." E) "Let's act in a way that provides clear leadership to others."
46) Focusing on ________ is most likely to help you communicate with a red MVS in a way that he or she prefers.
A) feelings B) results C) teamwork D) flexibility E) caution
47) Charlotte and Micah disagree about which new healthcare insurance to adopt for their company. Charlotte wants to choose a cost-effective policy as soon as possible, while Micah wants to ensure that employees do not see a reduction in benefits because of the change. What can you deduce about Charlotte and Micah from this information?
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A) Charlotte has a green MVS; Micah has a blue MVS. B) Charlotte has a red MVS; Micah is a hub. C) Charlotte has a red MVS; Micah has a blue MVS. D) Charlotte has a hub; Micah has a red MVS. E) Charlotte has a blue MVS; Micah has a green MVS.
48)
Which quality is characteristic of people who are hubs?
A) nurturing B) decisive C) analytical D) flexible E) competitive
49)
Which quality is more characteristic of introverts?
A) thoughtful B) charismatic C) spontaneous D) lively E) collaborative
50)
Which situation would an extrovert prefer?
A) a quiet meeting with two friends B) a loud party with a large group C) time alone with a book D) a workspace in a library E) a long conversation with one person
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51) Ethan needs to assign his team members the following tasks. One of the team members, Gail, is an extrovert. Which task is most appropriate for Gail?
A) independently analyzing the latest market research report B) writing an explanation of a new product for senior management C) checking the proofs of sales brochures for accuracy before they are printed D) moderating a team meeting to discuss how well the last development cycle went E) preparing a list of questions to discuss at the next team meeting
52)
Introverts can work more effectively with extroverts by
A) speaking up more quickly than feels comfortable to them. B) allowing conversations to have fewer and more in-depth topics. C) giving them more opportunities to be alone and recharge. D) pausing more often and allowing periods of silence that might feel uncomfortable. E) expressing their preference to discuss things immediately.
53) Vince always drops hand-written reports on his administrative assistant's desk and says, "Type this right away." What common type of incivility is Vince committing?
A) treating others without courtesy B) ignoring others C) disrespecting the dignity and worth of others D) disrespecting the efforts of others E) disrespecting the privacy of others
54)
Which situation is an example of disrespecting the dignity and worth of others?
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A) claiming credit for a co-worker's creative idea B) criticizing a subordinate in front of others C) forwarding a confidential email from the boss D) arriving at a meeting late E) leaving a mess in the kitchen area
55)
What is a guiding principle for improving civility in society and the workplace?
A) Tell, do not ask. B) Ignore small things. C) Disagree graciously. D) Do not refrain from arguing. E) Keep a negative attitude.
56) ________ is "rudeness and disregard for others in a manner that violates norms for respect."
A) Emotional hijacking B) Semantic noise C) Pessimism D) Incivility E) Visual cutoff
57) In the interpersonal communication process, communicators encode and send messages at the same time that they also receive and decode messages. ⊚ ⊚
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58) Loud music, nearby conversations, and the sound of traffic are examples of physiological noise in the communication process. ⊚ ⊚
true false
59) All outgoing messages are encoded and all incoming messages are decoded through a filter of lifetime experiences. ⊚ ⊚
true false
60) Veronica has great relationships with her direct reports. She plans birthday celebrations for them and listens when they need to talk about personal problems, empathizing with them. Veronica has high emotional intelligence. ⊚ ⊚
61)
High self-awareness includes the ability to manage events that stir strong responses. ⊚ ⊚
62)
true false
true false
Venting negative feelings is one of the most effective strategies for de-escalating anger. ⊚ ⊚
true false
63) People with high self-management tend to have a knee-jerk reaction when threats are perceived.
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⊚ ⊚
true false
64) Pracha missed his sales goal, but isn’t worried because he is sure he’ll make it next time because he understands his customers better now. Pracha is a pessimist. ⊚ ⊚
65)
true false
Corporate recruiters rank listening skills among the most important communication skills. ⊚ ⊚
true false
66) In a conversation with a co-worker, Char makes sure she completely understands the other person's point and then explains why she disagrees with it. Char has failed to practice the skill of holding judgment. ⊚ ⊚
true false
67) During a conversation with his supervisor, Andy paraphrases something that he heard her say. This is an example of a judger statement. ⊚ ⊚
68)
true false
Sharing your own ideas with your colleagues undermines the active listening process. ⊚ ⊚
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69)
Probing questions are intended to create bonds between people. ⊚ ⊚
true false
70) After the marketing team gave a presentation, their manager, Mauris, asked in frustration, "What were you thinking?" In this context, Mauris's question shows a learner mind-set. ⊚ ⊚
true false
71) Nonverbal messages, such as posture, are most important when they convey a different emotion than the spoken message. ⊚ ⊚
true false
72) Most people are far better at resolving differences when making eye contact during faceto-face conversations. ⊚ ⊚
true false
73) A person's motivational value system is a blend of the three primary motives of nurturing, dominating, and autonomizing. ⊚ ⊚
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74) According to the motivational value system (MVS), professionals with a blue MVS are most often guided by motives to protect others, help others grow, and act in the best interests of others. ⊚ ⊚
true false
75) A manager who wants to hire an effective leader should focus on applicants who are extroverts. ⊚ ⊚
true false
76) When a person is treated poorly, ignoring them usually de-escalates a difficult situation and shows that person's character and caring. ⊚ ⊚
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Answer Key Test name: chapter 2 9) C 10) A 11) A 12) E 13) A 14) C 15) D 16) A 17) B 18) C 19) E 20) A 21) B 22) C 23) A 24) D 25) A 26) B 27) C 28) A 29) C 30) D 31) A 32) A 33) A 34) B Version 1
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35) D 36) B 37) D 38) A 39) E 40) A 41) B 42) C 43) C 44) D 45) A 46) B 47) C 48) D 49) A 50) B 51) D 52) A 53) A 54) B 55) C 56) D 57) TRUE 58) FALSE 59) TRUE 60) TRUE 61) TRUE 62) FALSE 63) FALSE 64) FALSE Version 1
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65) TRUE 66) FALSE 67) FALSE 68) FALSE 69) FALSE 70) FALSE 71) TRUE 72) TRUE 73) FALSE 74) TRUE 75) FALSE 76) FALSE Student name:__________ 1)
Briefly explain the four stages of team formation.
2)
List at least three traits of effective teams.
3)
What is the purpose of an agenda, and how does it relate to effective meetings?
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4) How should a leader who wants a high-performing team view dissent in meetings? Explain.
5)
Name three ways to build team rapport on a virtual team.
6) You have been assigned to a short-term virtual team made up of people you have never met. What can you do to build trust in your first meeting with your new team?
7) You are working on a group writing project. Why is it important to agree on technology that will be used during the planning stage? Version 1
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8) During a group writing project, what should teams do to ensure that all team members buy into the final product? Identify actions to take during all stages of the project.
9)
What is a learning stance, and what are the advantages of adopting it?
10) Why is disagreeing diplomatically an important component of managing difficult conversations?
11)
Which example describes a team in the forming stage of team development?
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A) All four members of the team attempt to agree on what the team roles and goals should be. B) Nathan and Anna present alternate ways of assigning work, and the team debates the issue. C) Nathan, Anna, Roddy, and Ting take turns sharing their background with the others. D) The four group members work at their assigned tasks efficiently and work together as needed. E) Nathan and Ting draft a work plan, while Roddy and Anna write guidelines for the group to consider.
12) Kesha and her team share ideas about how their team should approach work, and they spend some time debating which ideas to adopt. The team is in the ________ stage.
A) norming B) forming C) performing D) storming E) reforming
13)
What is characteristic of the norming stage of team development?
A) Team members get to know each other and try to gain acceptance. B) Team members share competing ideas about the task and roles, and conflict occurs. C) Team members easily manage to reach consensus even when there is conflict. D) Team members are still uncertain about what is required of them. E) Team members agree upon mutual goals and individual responsibilities.
14)
Which scenario best describes the performing stage of team development?
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A) All four members of the team discuss what the team roles and goals should be. B) Nathan and Anna present alternate ways of assigning work, and the team debates the issue. C) Nathan, Anna, Roddy, and Ting each share their background at the company. D) The four group members work at their assigned tasks efficiently and work together as needed. E) Nathan and Ting draft a work plan, while Roddy and Anna write guidelines for the group to consider.
15) Teams rapidly develop shared perceptions and commitment to a team culture during the ________ stage of team development.
A) norming B) forming C) performing D) storming E) reforming
16) Elon is a manager who organizes his department into teams at the beginning of September. By November, he worries because the teams are still having conflict and do not seem very productive. What would be the best advice to give Elon?
A) Conclude that his workers are not team-oriented people. Abandon the experiment before work falls further behind. B) Be patient because the teams are in the storming stage. Give them time to reach the norming and performing stages. C) Conclude that he made a mistake in the makeup of the teams. Reassign people to new teams and start over. D) Understand the teams are in the norming stage. Give them time to reach the more productive performing stage. E) Conclude that the teams are spending too little time on work. Start to sit in meetings and direct activities.
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