Deck 6: Communication and Human Relations

Question 1

The ability to communicate well on the job is an important job skill for employees.

Answer 1

True

Question 2

A major cause that underlies poor listening habits is that most people from childhood are taught that listening requires energy, attention, and organization.

Answer 2

False

Question 3

When listeners engage in filtering, they receive messages correctly because they filter out the noise involved in the communication process.

Answer 3

False

Question 4

Emotional timing refers to the emotional quotient of a listener.

Question 5

Bad situational timing can ruin an otherwise good business undertaking.

Question 6

Prejudice can overlap with jealousy.

Question 7

Active listening involves high tolerance for distractions.

Question 8

Much of what a person communicates is done unconsciously.

Question 9

When you communicate unconsciously, your internal climate is likely to give you away.

Question 10

Some red flag words can have implied meanings beyond their literal meaning.

Question 11

Information overload is one of the fallouts of selective listening.

Question 12

Red flag words contribute to reducing instances of miscommunication.

Question 13

Relevance timing means that communication should fit the other topics being discussed.

Question 14

Filtering reflects what a person decides to hear only what he or she wants to hear.

Question 15

Nonverbal communication is also related to communication skills.

Question 16

Situational readiness refers to the emotional readiness of a listener to hear a message.

Question 17

Timing can be a major factor when a message becomes distorted and misunderstood.

Question 18

The process of doing business can be badly hampered by prejudice.

Question 19

The personalization and "tone" of messages can get lost in brief e-mail or text messages.

Question 20

Written communication is a method of delivering nonverbal messages.

Question 21

Which of the following statements is true about communication?

A)If a speaker's nonverbal signals disagree with the words being said, it is best to believe the words.
B)Communication includes listening as well as speaking.
C)In a formal communication, nonverbal expressions should ideally be avoided.
D)The main cause of selective listening during communication is lack of information.

Question 22

While greeting a person, variations in facial expression rarely carry any significance.

Question 23

In a high-context culture, one must be very careful about cultural norms and nonverbal behaviors on both sides.

Question 24

In the case of selective listening:

A)a listener deliberately chooses what he or she wants to hear.
B)a listener deliberately tunes out distractions.
C)a listener's subconscious mind decides which part of a conversation to register.
D)a listener's subconscious mind tunes out distractions.

Question 25

People have a tendency to allow their minds to wander while attending a conference or a business seminar because:

A)much of what people say is expressed by nonverbal.
B)people are in the habit of indulging in selective listening.
C)most humans have a capacity for listening at a speed that far exceeds the ability of the fastest speaker.
D)from childhood, most people are trained to listen with less tolerance for distractions and more feedback to the speaker.

Question 26

Which of the following statements is true about red flag words?

A)Red flag words mostly communicate false information.
B)Red flag words typically evoke positive emotions in a listener.
C)Red flag words are used to reduce noise in a communication channel.
D)Red flag words bring an immediate emotional response.

Question 27

A listener is overwhelmed with incoming data and has to decide which data will be processed and remembered. This situation is an example of:

A)procrastination.
B)self-efficacy.
C)cognitive dissonance.
D)information overload.

Question 28

Displays involve facial expressions and general body movements.

Question 29

Grapevine is best described as a gossip network that produces false information.

Question 30

People in high-context cultures need to know how to put you into context.

Question 31

In the context of proxemics, Americans preserve the third bubble for close friends.

Question 32

Your self-esteem level is indicated by the verbal mode of communication and not the nonverbal communication signals.

Question 33

While having dinner with his friends in a crowded restaurant, Michael consciously ignores the noise around him. He makes an attempt to pay attention to his friends' discussions. In doing so, Michael is engaging in:

A)groupthink.
B)cognitive dissonance.
C)vertical communication.
D)selective listening.

Question 34

Horizontal messages are the messages that need to go through a chain of command in an organization.

Question 35

Which of the following reflects poor listening caused by bad communication habits?

A)Deciding which information will be processed and remembered when the listener is overwhelmed with incoming information
B)Allowing the mind to wander because the speaker is speaking at a speed that is much lower than the average capacity for listening
C)Choosing to believe the nonverbal signals sent by a speaker when the signals conflict with the words being said
D)Attempting to feel another person's feelings, attitudes, or thoughts while listening to that person

Question 36

Illustrators are the gestures that are used to control the flow of communication.

Question 37

The Ebbinghaus curve shows that:

A)we remember less than half of what we've heard after an hour and about one-fourth after a week.
B)we are capable of recalling two-thirds of the information we receive on the day after receiving the information.
C)we remember more than two-thirds of the information we receive after an hour, about a half after a day, and about a third after a week.
D)we cannot remember half of what we hear after an hour, they can remember about a two-third after one day of receiving the information.

Question 38

In the United States, eighteen inches to four feet is the accepted distance when communicating with business associates and casual acquaintances.

Question 39

Selective listening is justifiable when:

A)the listener assumes that a subject is too difficult or easy to understand.
B)the listener wants something to be true so badly that he or she interprets the message so as to make it true.
C)the listener is overwhelmed with incoming information and has to decide which information will be processed and remembered.
D)the listener refuses to listen to other people due to prejudice.

Question 40

How do red flag words affect listening?

A)They begin a flood of emotions that prevent some people from hearing anything else for quite a while.
B)They overwhelm a listener with information and force him or her to decide which information will be remembered.
C)They make people forget half of what they have heard after an hour, about a third after a day, and about one-fourth after a week.
D)They put a listener in a position where he or she has to decide which information will be processed and remembered.

Question 41

According to Albert Mehrabian, which of the following is a function of nonverbal communication?

A)Reducing information overload
B)Reducing instances of selective listening
C)Clarifying messages
D)Improving passive listening

Question 42

Which of the following best defines a grapevine?

A)Messages that are communicated between you and your equals in a formal organization
B)A network within an organization that communicates incomplete, but usually somewhat accurate information
C)A gossip network in an organization that produces mostly false information
D)Messages that are communicated in keeping with an organization's chain of command by flowing both upward and downward

Question 43

Which of the following gestures is used in a specific manner because it has a specific meaning?

A)An illustrator
B)A regulator
C)A display
D)An emblem

Question 44

Jeremy, the manager of a manufacturing company, is in a very bad mood over a contract that the company lost. In this situation, one of his employees asks him for a day off. Jeremy refuses to listen to the employee's reason for the leave application and rejects the request. The employee's failure to communicate the reason for the leave application can best be attributed to:

A)relevance timing.
B)prejudice.
C)selective listening.
D)emotional timing.

Question 45

According to the listening expert Anthony Allesandra, which of the following is the major cause that underlies most poor listening habits?

A)Most people are trained to use red flag words to bring out strong emotional response from the listener.
B)In modern society, everyone is constantly bombarded with messages and no one can possibly give full attention to every message.
C)Most people are taught from childhood that talking requires energy, attention, and organization, but listening is a passive behavior.
D)Most people hear only what they want to hear because of their low self-esteem.

Question 46

According to Dr. Allesandra, which skill should be taught in schools to improve people's ability to listen?

A)Selective listening
B)Active listening
C)Filtering
D)Nonverbal communication

Question 47

Which of the following statements is true of cultures across the globe?

A)Success with clients from high-context cultures depend on several factors other than the products or services being offered.
B)In a low-context culture, a written agreement, such as a contract, cannot be taken at face value.
C)In a low-context culture, people lay greater emphasis on nonverbal signals as compared to high-context culture.
D)For clients from high-context cultures, a written agreement is much more important than the social context surrounding the contract.

Question 48

Which of the following best defines illustrators?

A)Gestures that are used to control the flow of communication
B)Gestures that are used like nonverbal punctuation marks
C)Gestures that are used to clarify a point
D)Gestures that are used in a specific manner because they have a specific meaning

Question 49

Which of the following is an example of nonverbal communication?

A)Gestures
B)E-mails
C)Letters
D)Grapevine communication

Question 50

When Jack proposed an excellent business idea to his boss in a crowded elevator, his boss just nodded his head and then forgot all about the idea. Jack's idea did not receive the response he had expected because of:

A)information overload.
B)cognitive dissonance.
C)bad situational timing.
D)poor filtering.

Question 51

The distance of physical space that you maintain between other people and yourself is known as ____.

A)proxemics
B)chronemics
C)kinesics
D)haptics

Question 52

People typically filter the messages they receive because:

A)they have a capacity for listening at a speed that far exceeds the ability of the fastest speaker.
B)they are overwhelmed with incoming information and have to decide which information will be remembered and processed.
C)they can't give full attention to every message due to information overload.
D)sometimes they want something to be true so badly that they interpret the message to make it true.

Question 53

In the context of proxemics, Americans typically preserve the first bubble of space for:

A)romantic partners.
B)close friends.
C)family members.
D)business contacts.

Question 54

When Caira joined her friends for lunch at their favorite restaurant, they were excitedly talking about a movie that released the week before. Caira suddenly shifted the discussion to her office politics. None of her friends responded well to this and were annoyed as their discussion was abruptly brought to an end by Caira. What could be the most likely reason for this reaction?

A)Caira's poor emotional timing
B)Caira's poor relevance timing
C)Caira's poor selective listening
D)Caira's cognitive dissonance

Question 55

Which of the following best describes situational timing?

A)It refers to a listener's situation when a message is received.
B)It refers to the emotional readiness of a listener to hear a message.
C)It is a method listeners use to hear only what they want to hear in a given situation.
D)It means that communication should fit the other topics being discussed in a particular situation.

Question 56

Which of the following statements is true of nonverbal communication?

A)Nonverbal gestures can cause miscommunication if they are not recognized by a speaker or listener.
B)Nonverbal communication includes the use of e-mails and letters.
C)Nonverbal expressions should ideally be avoided in a formal communication.
D)Nonverbal expressions and gestures are universally understood.

Question 57

Which of the following refers to the emotional readiness of a listener when a message is received?

A)Situational timing
B)Internal locus of control
C)Emotional timing
D)Emotional quotient

Question 58

During his performance appraisal meeting, Roger's manager appreciated that he was being proactive. However, Roger was also advised to improve his interpersonal skills. Roger chose to hear and retain only the good part. As a result, he decided to tell his colleagues only about the good feedback he received from the manager. This is an example of:

A)self-efficacy.
B)cognitive dissonance.
C)filtering.
D)active listening.

Question 59

Which of the following is an example of a regulator gesture?

A)Pointing the way down the street when giving directions
B)Raising a hand in a class to get the instructor's attention
C)Pounding one's fist on a table
D)Peace signs used by war protesters

Question 60

Which of the following is a type of a gesture?

A)Prosody
B)Intonation
C)Syntax
D)Illustrator

Question 61

In communication, a(n) _____ is a point of reference, a place from which to begin.

Question 62

_____ can be defined as the distance of physical space that you maintain between other people and yourself.

Question 63

In the context of gestures, the peace sign used by war protesters in the 1960s is an example of a(n) ____.

Question 64

_____ timing refers to a listener's situation when a message is received.

Question 65

_____ words and expressions are those that bring an immediate emotional response from a listener.

Question 66

According to Albert Mehrabian, nonverbal messages reflect the _____ between speaker and listener.

Question 67

In a(n) _____ culture, a written agreement, such as a contract, can be taken at face value.

Question 68

According to ____, one of the first scholars to study nonverbal communication, showing a speaker's attitudes and emotions is one of the functions of nonverbal messages.

Question 69

When you communicate unconsciously, your _____-the way you feel within yourself-is likely to give you away.

Question 70

The " ______ curve of forgetting" shows that we remember less than half of what we've heard after an hour and about one-fourth after a week.

Question 71

Emotional timing refers to the _____ of a listener to hear a message.

Question 72

The main cause of selective listening is ____.

Question 73

In a(n) _____ culture, the social context surrounding a written agreement is far more important than the writing itself.

Question 74

_____ timing is similar to situational timing and means that communication should fit the other topics being discussed in a conversation.

Question 75

When listeners engage in ____, they hear only what they want to hear.

Question 76

_____ involves listening with greater concentration, less tolerance for distractions, and more feedback to a speaker.

Question 77

_____ can be defined as the giving and receiving of ideas, feelings, and information among people.

Question 78

_____ in communication is the unwillingness to listen to members of groups the listener believes are inferior, such as other ethnic groups or women.

Question 79

An average human being can listen and comprehend up to _____ words per minute.

Question 80

_____ listening is a type of listening where listeners deliberately choose what they want to hear.