Ch6 – Communication Skills | Complete Test Bank – 6e

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Student name:__________

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

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

3) The main cause of selective listening is _____.

4) 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.

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

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

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

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

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

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

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

12) When listeners engage in _____, they hear only what they want to hear.

13) _____ are ways of communicating without speaking, such as gestures and body language.

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

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

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

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

18) _____ is defined as messages that are communicated according to an organization's chain of command by flowing both upward and downward.

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

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

21) Identify an accurate statement about communication.

A) Informal communication includes written accounts.
B) Listening and speaking constitute communication.
C) Nonverbal expressions should ideally be avoided in a formal communication.
D) Effective communication involves the use of red flag words.

22) Which of the following is the most difficult job skill to teach an employee?

A) The ability to communicate well with others in a professional role
B) The ability to delegate tasks to subordinates effectively in different roles
C) Corporate etiquette and mannerisms
D) Standard work procedures and techniques

23) 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.

24) Identify an accurate statement about selective listening.

A) The listener deliberately chooses what he or she wants to hear.
B) It is the primary cause of information overload.
C) It is a probing strategy used by listeners to extract as much information as possible from speakers.
D) The listener is directed to a particular source by a moderator who mediates a conversation.

25) 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 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.

26) Musa works as a supervisor at a local supermarket. He receives messages from his subordinates and superiors on a daily basis. He often finds himself being overwhelmed with the amount of data he has to process to create reports, and he fails to distinguish between the relevant and irrelevant parts. In this scenario, Musa is experiencing _____.

A) information overload
B) cognitive dissonance
C) content conflict
D) dysfunctional conflict

27) 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 him or her

28) The Ebbinghaus curve of forgetting shows that:

A) an individual remembers less than half of what he or she has heard after an hour and about one-fourth after two months.
B) formal messages are remembered by an audience for a longer duration of time than informal messages.
C) verbal communication is remembered for a longer duration of time than nonverbal communication.
D) an individual remembers 80 percent of the information he or she has heard after an hour of receiving it.

29) In business meetings or conferences, individuals in the audience often allow their minds to wander because:

A) a big part of the message being delivered is understood through the speaker's nonverbal cues.
B) the human mind has a habitual inclination to indulge in selective listening and filter messages subconsciously.
C) most humans have a capacity for listening at a speed that far exceeds the ability of the fastest speaker.
D) the relatability of the message is low for the audience.

30) Identify an accurate statement about red flag words.

A) They act as the core subject matter of a message.
B) They are used to enhance the meaning of a message.
C) They usually bring about a negative emotional response in the listener.
D) They are used in written communication to deliberately create false content.

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

A) Most people are trained to use red flag words to bring out a 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.

32) According to Anthony Allesandra, which of the following skills should be taught in schools to improve people's ability to listen?

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

33) _____ refers to the emotional readiness of a listener to hear a message.

A) Emotional steadiness
B) Emotional dissonance
C) Emotional timing
D) Emotional quotient

34) Sasha, a supervisor at a manufacturing company, is in a bad mood due to quality-related issues in the organization. One of her subordinates asks her for a day's leave. Sasha refuses to listen to the subordinate's reason for the leave and rejects the request. Sasha's failure to listen to the message effectively is most likely a result of her poor _____.

A) relevance timing
B) concept of self-esteem
C) selective listening skills
D) emotional timing

35) 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.

36) When Jack proposed a 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.

37) When Caira joined her friends for lunch at their favorite restaurant, they were excitedly talking about a movie that had released the week before. Caira suddenly shifted the discussion to office politics. None of her friends responded well to this and were annoyed as their discussion was abruptly brought to an end. 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

38) 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.

39) During her performance appraisal meeting, Melissa's manager appreciated that she was being proactive. However, she was also advised to improve her interpersonal skills. The negative part of the appraisal was threatening to Melissa's self-esteem. Therefore, she chose to hear and retain only the good part. When her colleagues asked her about her performance, she stated that it was great and everything went well. This is an example of:

A) behavior modification.
B) cognitive dissonance.
C) filtering.
D) distancing.

40) 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.

41) Identify a true statement about nonverbal communication.

A) It is the most effective way of conveying a message.
B) It is displayed through the body language of a speaker.
C) It includes written communication.
D) It is a nonessential component of grapevine communication.

42) Which of the following is an example of nonverbal communication?

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

43) Which of the following is a type of gesture?

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

44) 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

45) 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

46) 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

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

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

48) 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.

49) 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 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

50) Which of the following is considered appropriate in many Middle-Eastern and Asian cultures?

A) Coming on strong in initial meetings
B) Tucking the feet underneath when sitting on the floor
C) Maintaining a large amount of space between oneself and others during communication
D) Using the index finger to point out people

51) Why is communication important at work?

52) Why is the need to be heard and understood crucial to human relations?

53) Why do people practice selective listening?

54) How do bad communication habits lead to poor listening?

55) How do red flag words affect listening?

56) What are the benefits of active listening?

57) How does poor situational timing affect communication?

58) List the three functions of nonverbal communication.

59) How does nonverbal communication clarify verbal messages?

60) In the context of nonverbal communication, define the term "intensity."

61) In the context of gestures, define displays.

62) In the context of proxemics, describe the various bubbles of space that most people carry around themselves.

63) What are vertical communication channels in organizations?

64) What are informal organizations?

65) In the context of organizational communication, what is a grapevine?

66) How is a grapevine different from a rumor mill?

67) Briefly describe one of the most important characteristics of a grapevine.

68) How is the grapevine important to organizations?

69) List a characteristic of a low-context culture.

70) List some actions you can take while interacting with businesspeople from high-context cultures.

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

⊚ true
⊚ false

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

⊚ true
⊚ false

73) Information overload is one of the fallouts of selective listening.

⊚ true
⊚ false

74) In the context of tuning out messages for communication, red flag words usually bring out an immediate, negative emotional response from a listener.

⊚ true
⊚ false

75) In the contexts of effective listening, the process of doing business can be badly hampered by prejudice.

⊚ true
⊚ false

76) Red flag words contribute to reducing instances of miscommunication.

⊚ true
⊚ false

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

⊚ true
⊚ false

78) Active listening involves a high tolerance for distractions.

⊚ true
⊚ false

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

⊚ true
⊚ false

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

⊚ true
⊚ false

81) Emotional timing refers to the emotional quotient of a listener.

⊚ true
⊚ false

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

⊚ true
⊚ false

83) Bad situational timing can ruin an otherwise good business undertaking.

⊚ true
⊚ false

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

⊚ true
⊚ false

85) Filtering works in two ways: it reflects what a person decides to hear and what he or she decides to say.

⊚ true
⊚ false

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

⊚ true
⊚ false

87) Written communication is a method of delivering nonverbal messages.

⊚ true
⊚ false

88) Nonverbal communication includes an individual's dressing sense and utilization of gestures.

⊚ true
⊚ false

89) Much of what a person communicates is done unconsciously.

⊚ true
⊚ false

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

⊚ true
⊚ false

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

⊚ true
⊚ false

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

⊚ true
⊚ false

93) Illustrators are the gestures used to control the flow of communication.

⊚ true
⊚ false

94) Displays involve facial expressions and general body movements.

⊚ true
⊚ false

95) In the context of proxemics, Americans reserve the third bubble for close friends.

⊚ true
⊚ false

96) In the United States, 18 inches to 4 feet is the accepted distance when communicating with business associates and casual acquaintances.

⊚ true
⊚ false

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

⊚ true
⊚ false

98) The grapevine is best described as a gossip network that produces false information.

⊚ true
⊚ false

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

⊚ true
⊚ false

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

⊚ true
⊚ false