Question 1

Empathy involves:

Accepted Answer

Empathy involves understanding and acknowledging the emotions of others. It does not necessarily mean agreeing with them.

Question 2

To show someone you are listening, you can:

Accepted Answer

All of these responses are correct. Leaning forward, summarizing what they said, making soft sounds, and nodding show that you are engaged in the conversation and actively listening to what they have to say. Using a combination of these techniques can enhance your listening skills and improve your communication with others.

Question 3

A worker who is very competent at fixing computer problems gets a reputation as the office's fix-it guru for everything. Soon, colleagues are approaching this worker whenever there are problems with the photocopier, the air conditioning or the adjustable office chairs. This is an example of:

Accepted Answer

This is an example of the halo effect, where one positive characteristic or skill is generalized to other areas and the individual is assumed to be competent in all aspects. In this case, the worker's competence in fixing computer problems has led colleagues to perceive them as competent in other areas as well.

Question 4

To gather good information, you should:

Accepted Answer

All of the options listed are important in gathering good information. Asking smart questions helps get to the heart of the matter and can yield valuable insights. Listening is crucial for picking up on important details and nuances that might not otherwise be apparent. Sorting through the information you collect and tracking what is an assumption, inference, fact or opinion allows you to evaluate the reliability and usefulness of the data. Finally, setting aside your own biases, opinions and feelings is essential to getting a clear picture of what is really going on.

Question 5

It is better to give information in small chunks because people can only remember:

Accepted Answer

The correct answer is C) about seven pieces of information at a time. This is based on Miller's Law, which suggests that the average number of objects an individual can hold in working memory is about seven. This concept is often summarized as "the magical number seven, plus or minus two," indicating that people can remember between five and nine chunks of information at a time.

Question 6

Which of the following is not a form of communication?

Accepted Answer

An intra-office lunch, while it may involve informal communication, is not in itself a form of communication. It is more of a social or networking event rather than a structured method of conveying information, policies, or directives like the other options listed.

Question 7

If you do not listen with your ears, you cannot gather information efficiently.

Accepted Answer

Listening is not limited to using ears; people can also gather information efficiently through other means such as reading, sign language, and visual cues, especially for those who are deaf or hard of hearing.

Question 8

Communication incongruity describes a situation in which:

Accepted Answer

Communication incongruity refers to a mismatch between what someone is saying and their actions or body language, creating confusion or distrust in the communication.

Question 9

In some situations, having and using a sense of empathy can be just as useful as the other senses for gathering information.

Accepted Answer

Empathy allows us to understand and connect with others on a deeper level, which can provide valuable insights and information. It can also help in building relationships and resolving conflicts. However, it should be noted that empathy alone may not always provide accurate information and should be complemented with other sources of information.

Question 10

Which of the following is not an example of using reflective listening?

Accepted Answer

Option E is not an example of reflective listening as it shuts down the speaker's perspective by implying that they are wrong. Reflective listening is about actively listening and reflecting back the thoughts and emotions of the speaker, without judgment or correction. Options A, B, C, and D demonstrate reflective listening by acknowledging the speaker's feelings and experiences.

Question 11

When you disagree with a person's opinion or point of view and believe it is important to express your disagreement, you should:

Accepted Answer

It is important to first show that you have heard and understood the speaker's viewpoint, as this demonstrates respect and can help establish a productive dialogue. Simply talking over the person or immediately telling them they are wrong can be confrontational and unproductive. Providing facts, figures, and arguments to support your disagreement can be effective, but only after demonstrating understanding of the other person's perspective.

Question 12

If you wanted to know when a colleague was going to finish writing a report you needed, the type of question you should ask them would be a:

Accepted Answer

A closed question is one that can be answered with a simple yes or no, or with a specific piece of information. In this case, asking "When will you finish writing the report?" is a specific, closed question that will give you a clear answer. If you asked an open question ("Can you tell me about the progress of the report?"), you may not get the specific information you need.

Question 13

Intragroup communication describes communication:

Accepted Answer

Intragroup communication specifically refers to communication that occurs within a work group or team, rather than between different groups or organizations.

Question 14

Communication is likely to be most effective when:

Accepted Answer

Effective communication often involves multiple methods to ensure understanding and retention. Speaking directly allows for immediate interaction and clarification, while follow-up in writing provides a reference and reinforces the message. This combination addresses different learning styles and preferences, enhancing overall effectiveness.

Question 15

Clear communication is:

Accepted Answer

Clear communication should be complete, courteous, correct, and concise. All of these aspects are necessary for effective communication. A message that is complete provides all the necessary information, while being courteous shows respect and consideration for the listener. Correctness ensures that the message is accurate and factual, while concise communication is brief and to the point, avoiding unnecessary and confusing details.

Question 16

If a person in a meeting was distracted by a flying insect, and as a result failed to receive the information they required from the meeting, it would be an example of the type of communication barrier known as:

Accepted Answer

The distraction caused by the flying insect is a form of environmental communication barrier, which refers to anything in the physical surroundings that interferes with effective communication.

Question 17

Which of the following statements would definitely not spur a clarifying question?

Accepted Answer

Statement D is clear and direct, asking for a specific recounting of events starting from a particular point, which does not inherently require further clarification to understand what is being asked.

Question 18

'Lots of people are saying there is going to be a huge shake-up and that half of those in Finance are going to lose their jobs.' This is most likely a statement of:

Accepted Answer

The statement is not based on any evidence and is likely just a rumor or gossip, making it folklore.

Question 19

A manager who listens 30 per cent of the time and talks 60 per cent of the time is more likely to be 'in charge' of their staff.

Accepted Answer

A manager who talks more than they listen is less likely to build strong relationships with their staff and may come across as authoritarian or dismissive of others' perspectives. Being in charge is not just about talking, but also about actively listening and considering the ideas and concerns of your team members. Therefore, a manager who listens more is more likely to be effective in their role as a leader.

Question 20

Which of the following statements best describes successful communication?

Accepted Answer

Successful communication involves both gathering and giving good information in order to achieve a goal. This requires both listening and speaking effectively, as well as transmitting information clearly and accurately. The ultimate goal of successful communication is to achieve a specific objective or outcome.

Quiz 6: Building a Strong Communication Foundation