Question 1

Global firms that have employees, customers, and other stakeholders in several different countries face a major challenge in finding ways to improve which of the following?
A) nonverbal communication
B) strategic communication
C) intercultural communication
D) protectionist communication

Accepted Answer

Global firms that have employees, customers, and other stakeholders in several different countries face a major challenge in improving intercultural communication. This is because people from different cultures may have different communication styles, values, and expectations, which can lead to misunderstandings, conflicts, and inefficiencies. Therefore, global firms need to find ways to bridge the cultural gaps and enhance their intercultural communication skills, such as training, cultural sensitivity, and adaptation strategies. Nonverbal communication and protectionist communication are less relevant in this context, while strategic communication may be important but not as critical for intercultural understanding.

Question 2

What occurs when the listener's full attention is on the speaker?
A) active voice
B) dynamic delivery
C) noise
D) active listening

Accepted Answer

When the listener's full attention is on the speaker, it is called active listening. It involves not just hearing the words but also understanding the message, paying attention to nonverbal cues, and providing feedback to the speaker. Active listening is an essential skill in effective communication.

Question 3

An instructor watched the reactions of various students while she lectured on a topic. One student was doodling, another was text messaging on his cell phone, and another looked as if she was writing out her grocery list. Why were these people having a hard time paying attention?
A) Students do not have to achieve active listening skills in order to make good grades.
B) There is a significant gap between the rate at which people listen and the rate at which they think.
C) Today's students actually multitask in a way that makes listening less important.
D) Today's students communicate digitally rather than verbally.

Accepted Answer

The gap between the rate at which people listen and the rate at which they think can lead to difficulty paying attention. This can be compounded by factors such as distractions, lack of interest in the topic, or not being actively engaged in the learning process.

Question 4

Barney Chang is interviewing Web developers for his company. Over lunch, he tells you that his top candidate showed lots of enthusiasm when he first entered the office. "His tone and attitude really showed an interest in the job," Barney said. "And he just looked confident and composed. Unlike some other candidates, he looked me right in the eye when he answered some tough questions." What is Barney impressed by about this candidate?
A) transparency
B) proactivity
C) nonverbal communication skills
D) speaking ability

Accepted Answer

Barney is impressed by the candidate's nonverbal communication skills, such as his tone, attitude, eye contact, confidence and composure.

Question 5

Which of the following is a strategy to improve your listening skills?
A) using only your eyes and taking note of any discrepancy between the verbal message and nonverbal cues
B) taking lots of notes to aid in concentration and to communicate your interest to the speaker
C) making sure that you are as comfortable as possible before you begin listening
D) asking questions and providing verbal feedback to clarify points and create empathy

Accepted Answer

Asking questions and providing verbal feedback to clarify points and create empathy is a strategy that shows the speaker you are actively listening and engaged in the conversation.

Question 6

Ted jokes with his employees at the end of every weekly staff meeting. He notices that Jeanne appears sullen and uninterested in his jokes today and wonders if something he said offended her. Which statement describes what is happening in this situation?
A) Ted is trying to discern the body language of the employee. There may or may not be a message here. Perhaps Jeanne is simply tired.
B) Jeanne is exercising her active listening skills. Ted has probably misinterpreted her concentration for disinterest.
C) This shows why managers should only communicate business needs with employees, omitting casual, more informal conversation.
D) This is a situation in which verbal communication is more meaningful than nonverbal communication.

Accepted Answer

Ted is observing Jeanne's body language and trying to interpret if something he said may have offended her. However, it is also possible that Jeanne is simply tired or distracted. This situation highlights the importance of considering nonverbal communication and being aware of the possible messages that it can convey.

Question 7

Sue has a habit of slouching against a wall and staring at the floor while talking with colleagues at work about important issues. What might result from Sue's body language?
A) It is unlikely to have a significant impact on how her message is received since the content of a message matters much more than the way it is delivered.
B) It may be interpreted as a physical barrier to communication.
C) It may result in cultural noise.
D) It may distract her colleagues and undermine her message.

Accepted Answer

The answer of Sue has a habit of slouching against...

Question 8

Daniel wants to improve his nonverbal communication skills. What is one relatively easy and effective way to do this?
A) He can practice speaking at home in front of the mirror.
B) He can use PowerPoint slides that include a lot of sound effects and animations.
C) He can put his speech on note cards and then sit in a quiet place with few distractions and go over the notes until he has the main points memorized.
D) He can take a language immersion course to quickly learn a new language.

Accepted Answer

Practicing in front of a mirror can help Daniel become more aware of his nonverbal cues, such as facial expressions and body language, and make adjustments as needed.

Question 9

Which of the following is the listener doing when he or she is actively listening?
A) empathizing with the speaker
B) focusing on the speaker completely during the delivery of the message
C) interrupting the speaker frequently with questions and comments
D) demonstrating good eye contact

Accepted Answer

The answer of Which of the following is the listener...

Question 10

Companies use a variety of ways-such as letters, memos, e-mails, voice mails, and videoconferences-to send information to employees, stakeholders, and shareholders. What type of communication do these choices represent?
A) transponders
B) channels
C) transporters
D) activators

Accepted Answer

Channels refer to the different methods or tools that companies use to transmit information to various audiences, such as employees, stakeholders, and shareholders. The options listed, including letters, memos, e-mails, voice mails, and videoconferences, are all different channels that companies use for communication.

Question 11

The workers at the Axme Corporation have divided into several cliques. Employees in each clique tend to stick together, sharing lunch and coffee breaks. The employees in one clique very seldom interact with workers in another clique. Which type of barriers will this kind of situation create?
A) physical barriers
B) intercultural barriers
C) organizational barriers
D) bipartisan barriers

Accepted Answer

The situation described creates organizational barriers, which involve divisions within a workplace that can limit communication and collaboration between different groups or departments. This can lead to silos of information and prevent the flow of ideas and teamwork.

Question 12

Key executive board members attend annual meetings at the World Bank. Most of the members travel from their respective countries and come prepared to discuss local business needs. What do the interactions in the meeting exemplify?
A) culture
B) communication channels
C) communication barriers
D) intercultural communication

Accepted Answer

The interactions in the meeting exemplify intercultural communication, as key executive board members attend from various countries and come prepared to discuss local business needs. This involves communication between people from different cultures, which is an important aspect of intercultural communication.

Question 13

What are a manager's facial expressions, posture, and gestures examples of?
A) nonverbal communication
B) physical communication
C) pseudo communication
D) verbal communication

Accepted Answer

Facial expressions, posture, and gestures are all examples of nonverbal communication. Nonverbal communication includes all forms of communication that do not involve words, such as body language, facial expressions, and tone of voice.

Question 14

At what rate do people normally listen?
A) 75 to 90 words per minute
B) 220 to 250 words per minute
C) 125 to 150 words per minute
D) 30 to 50 words per minute

Accepted Answer

Studies have shown that the average rate at which people listen is between 125 to 150 words per minute. This means that speakers should aim to speak at a pace that is comfortable for the listener to comprehend and process the information being communicated. Speaking too quickly or too slowly can make it difficult for the listener to stay engaged and retain the information.

Question 15

An instructor told one student a story about the Ford Motor Company and asked him to repeat it to another student. The second student then repeated it to a third student, and on and on. The last student repeated it in front of the entire class. What skill was the instructor testing for?
A) active voice
B) passive listening
C) passive voice
D) active listening

Accepted Answer

The instructor was likely testing for the skill of active listening, as the story was passed from one student to the next and the last student had to repeat it back to the entire class. The exercise likely required the students to pay close attention and remember the details of the story in order to accurately relay it to others.

Question 16

Why do people tend to have a hard time listening effectively?
A) They realize that listening just isn't an effective way to obtain information.
B) They can think at a much faster rate than they can listen.
C) They are unable to process the information as fast as they receive it.
D) They aren't willing to pay attention to the body language of the speaker.

Accepted Answer

People have a hard time listening effectively because they can think at a rate that is faster than how fast they can listen. This causes them to get easily distracted and not fully listen to what the speaker is saying.

Question 17

Ivy's manager asked her to train the new employees on the company's software program. Although Ivy agreed, her tone of voice was not warm and welcoming. What is this an example of?
A) two-way communication
B) nonverbal communication
C) open communication
D) disconnect communication

Accepted Answer

Ivy's tone of voice is an example of nonverbal communication. Nonverbal communication includes tone of voice, facial expressions, posture, and gestures, and can impact how a message is received and interpreted by others.

Question 18

Tanya's arms are crossed as she listens to the manager's presentation. When the manager ends, she joins the audience in a standing ovation but does not clap her hands with her colleagues. What are her posture and gestures examples of?
A) intercultural communication
B) organizational barriers
C) a communication channel
D) body language

Accepted Answer

Tanya's posture and gestures, specifically crossing her arms and not clapping, are examples of body language. Body language can convey nonverbal cues and signals, which can affect communication and relationships in different contexts, such as in the workplace.

Question 19

Which of the following is a common way for people to fill the void between the speed at which they think and the speed at which they listen?
A) using direct eye contact
B) daydreaming
C) tapping fingers on the table
D) speaking more slowly

Accepted Answer

Daydreaming is a common way for people to fill the void between the speed at which they think and the speed at which they listen.

Question 20

What tends to occur when someone has good listening skills?
A) People tell more to them.
B) People are resentful of them.
C) People make unrealistic demands on them.
D) People are careful of what they say around them.

Accepted Answer

Good listening skills make people feel heard and understood, leading them to open up and share more information with the listener.

Answer: D 
 When someone has good listening skills, they are perceived as trustworthy and non-judgmental, making others more careful about what they say around them.

Quiz 17: Business Communication: Creating and Delivering Messages That Matter

Global firms that have employees, customers, and other stakeholders in several different countries face a major challenge in finding ways to improve which of the following?

What occurs when the listener's full attention is on the speaker?

An instructor watched the reactions of various students while she lectured on a topic. One student was doodling, another was text messaging on his cell phone, and another looked as if she was writing out her grocery list. Why were these people having a hard time paying attention?

Which of the following is a strategy to improve your listening skills?

Ted jokes with his employees at the end of every weekly staff meeting. He notices that Jeanne appears sullen and uninterested in his jokes today and wonders if something he said offended her. Which statement describes what is happening in this situation?

Sue has a habit of slouching against a wall and staring at the floor while talking with colleagues at work about important issues. What might result from Sue's body language?

Daniel wants to improve his nonverbal communication skills. What is one relatively easy and effective way to do this?

Which of the following is the listener doing when he or she is actively listening?

Companies use a variety of ways-such as letters, memos, e-mails, voice mails, and videoconferences-to send information to employees, stakeholders, and shareholders. What type of communication do these choices represent?

The workers at the Axme Corporation have divided into several cliques. Employees in each clique tend to stick together, sharing lunch and coffee breaks. The employees in one clique very seldom interact with workers in another clique. Which type of barriers will this kind of situation create?

Key executive board members attend annual meetings at the World Bank. Most of the members travel from their respective countries and come prepared to discuss local business needs. What do the interactions in the meeting exemplify?

What are a manager's facial expressions, posture, and gestures examples of?

At what rate do people normally listen?

An instructor told one student a story about the Ford Motor Company and asked him to repeat it to another student. The second student then repeated it to a third student, and on and on. The last student repeated it in front of the entire class. What skill was the instructor testing for?

Why do people tend to have a hard time listening effectively?

Ivy's manager asked her to train the new employees on the company's software program. Although Ivy agreed, her tone of voice was not warm and welcoming. What is this an example of?

Tanya's arms are crossed as she listens to the manager's presentation. When the manager ends, she joins the audience in a standing ovation but does not clap her hands with her colleagues. What are her posture and gestures examples of?

Which of the following is a common way for people to fill the void between the speed at which they think and the speed at which they listen?

What tends to occur when someone has good listening skills?