Question 1

All of the following are examples of nonverbal communication EXCEPT ______.

Accepted Answer

Informal speech refers to verbal communication and is not an example of nonverbal communication. Eye contact, clothing choices, and tone of voice are all examples of nonverbal communication.

Question 2

This type of listening occurs when the receiver of a message feels that the sender is trying to gain some advantage from the communication.

Accepted Answer

Defensive listening occurs when the receiver of a message perceives a potential threat or attack from the sender and responds by preparing to defend themselves. This can lead to the receiver being more focused on protecting themselves than truly understanding and considering the message being communicated. Defensive listening often arises when the receiver feels that the sender is trying to gain some advantage or manipulate them in some way.

Question 3

Ana has the habit of getting involved with the information the speaker is trying to convey and always empathizes with the speaker. Which of the following listening behaviours has Ana developed?

Accepted Answer

Ana has developed the listening behavior of active listening, as she pays attention to the information being conveyed and empathizes with the speaker. Active listening involves fully engaging with the speaker and showing interest and empathy towards their message. Polite listening also involves showing interest in the speaker, but it is not as focused and involved as active listening. Offensive and defensive listening, on the other hand, are negative listening behaviors that involve either attacking the speaker or mentally protecting oneself from their message.

Question 4

What is considered to be the biggest problem with email as a form of business communication?

Accepted Answer

The biggest problem with email as a form of business communication is the sheer volume of emails that employees receive, making it difficult to stay organized and prioritize important messages. This can lead to email overload and decreased productivity.

Question 5

All of the following are examples of formal communication EXCEPT ______.

Accepted Answer

The grapevine is an informal form of communication, where information is passed on through gossip or rumors. The other options given are examples of formal communication.

Question 6

______ communication with customers should create goodwill and contribute to customer satisfaction.

Accepted Answer

Every communication with customers, whether it's formal, written, or external, should create goodwill and contribute to customer satisfaction. Therefore, choice D is the best option as it encompasses all types of communication with customers.

Question 7

Office emails are a form of ______ communication.

Accepted Answer

The answer of Office emails are a form of ______...

Question 8

William is listening to one of his fellow team members speak at a meeting. He believes she is just trying to get the team leader to adopt her idea. William is being a(n) ______ listener.

Accepted Answer

A cynical listener is someone who doubts the speaker's true motives and assumes they have some hidden agenda. William assumes that his team member is trying to manipulate the team leader into adopting her idea, which shows he is being cynical.

Question 9

Concerning the grapevine, all of the following statements are correct EXCEPT

Accepted Answer

While the grapevine may not always convey accurate information, it is not true that the information on the grapevine is always wrong.

Question 10

What is the first step a company should do when responding to a crisis?

Accepted Answer

The first step a company should take when responding to a crisis is to respond quickly with a prepared statement. This allows the company to provide accurate information and show that it is taking the situation seriously. Waiting too long to respond or issuing a "no comment" can make the company appear unprepared or uncaring, which can further damage its reputation. Additionally, arranging a press conference or contacting the press to deny the story may not be necessary until more information about the crisis is known.

Question 11

Deni uses lots of gestures and facial expressions when communicating. These are examples of ______ communication.

Accepted Answer

Nonverbal communication refers to communication through gestures, facial expressions, body language, and tone of voice, rather than through words. Deni's use of gestures and facial expressions falls under nonverbal communication.

Question 12

All of the following are examples of external communications EXCEPT

Accepted Answer

Emails sent to sales representatives are internal communications, as they are sent and received by individuals within the company. The other options listed are all examples of external communications, as they are targeted towards individuals or entities outside of the company.

Question 13

Lucia is a manager who regularly communicates company news with her employees via email. This is an example of a(n) ______ communication channel.

Accepted Answer

Lucia is using a formal communication channel as she is using an official means of communication (email) to share company news with her employees.

Question 14

Which of the following refers to a meaningful exchange of information through messages sent between an organization and its major audiences, such as customers, suppliers, other firms, the general public, and government officials?

Accepted Answer

External communication refers to the exchange of information between an organization and its external audiences. This includes customers, suppliers, other firms, the general public, and government officials. A meaningful exchange of information is important to maintain good relationships with these audiences and to achieve the organization's goals. Internal communication, on the other hand, refers to communication within the organization, such as between employees and departments. Informal communication is unstructured, unofficial communication that can occur between individuals in the organization. Formal communication is structured and follows a predefined set of rules or procedures.

Question 15

______ listening is the basis for effective communication.

Accepted Answer

Active listening means paying full attention to the speaker, understanding their message, and responding appropriately. This type of listening is essential for effective communication. Polite listening may involve manners and courtesy, but it does not necessarily ensure understanding. Nonverbal listening refers to interpreting nonverbal cues, but it does not necessarily involve actively engaging with the speaker. Cynical listening involves skepticism and distrust, which do not promote effective communication.

Question 16

Two people are having a conversation and are standing about six feet apart. What zone are they in?

Accepted Answer

The social zone ranges from 4 to 12 feet, so if the two people are standing six feet apart, they are in the social zone.

Question 17

Which of the following is considered an upward communication channel?

Accepted Answer

Completing an employee survey allows employees to provide feedback and share their thoughts and opinions with their superiors. This is an example of upward communication, as information travels from the lower-level employees to the higher-level managers. The other choices (posting notices on bulletin boards, giving employees policy manuals, and reporting news in company newsletters) are all examples of downward communication, where information flows from higher-level managers to lower-level employees.

Question 18

In North America, most business conversations occur within which zone?

Accepted Answer

In North America, most business conversations occur within the social zone, which is typically between 4-12 feet away from the person you are speaking with. This distance allows for a comfortable level of personal space while still allowing for effective communication. The public zone (over 12 feet away) is too far for effective communication, while the personal zone (2-4 feet away) and intimate zone (less than 2 feet away) are too close for most business conversations.

Question 19

A firm should NOT take this action when faced with a crisis.

Accepted Answer

Shirking responsibility is never the right course of action in a crisis situation. It is important for a firm to take ownership of the problem and work to rectify the situation to the best of its abilities.

Question 20

Ekisa and Ingrid like to send email back and forth discussing their families and work-related issues. They are engaging in ______ and ______ communication.

Accepted Answer

Ekisa and Ingrid are engaging in informal communication since they are discussing personal topics rather than professional ones. Additionally, they are using email, which is a written form of communication.

Quiz 9: Top Performance Through Empowerment, Teamwork, and Communication