Test Bank

Chapter 1: Self-Management: Communications as Listening, Presentation, Electronic and Web-Based, and Performance Feedback

Multiple Choice

1. Which answer is not one of the many ways in which we communicate?

a. Assumptions and mind reading

b. Formally and informally

c. Spoken words and body language

d. With positive and negative emotions

Learning Objective: 11-2

Cognitive Domain: Knowledge

Answer Location: Listening
Question Type: MC

2. Listening is the process of:

a. Interrupting the speaker to tell them that understanding has already occurred because you have been there and done that.

b. Giving feedback to the information interpreted and judged to show understanding.

c. Receiving, constructing meaning from, and responding to spoken and/or nonverbal messages.

d. Nodding and making occasional eye contact while your mind thinks about what you have to do that day.

Learning Objective: 11-1

Cognitive Domain: Comprehension

Answer Location: Reflection: The Importance of Feeling Heard
Question Type: MC

3. What is not one of Ripley and Watson’s four types of listening styles?

a. People-oriented

b. Hearing-oriented

c. Action-oriented

d. Time-oriented

Learning Objective: 11-1

Cognitive Domain: Knowledge

Answer Location: Diagnosis: What type of Listener Are You?
Question Type: MC

4. What will make you a better leader through listening?

a. Reactive listening

b. Judgmental listening

c. Unresponsive listening

d. Empathetic listening

Learning Objective: 11-2

Cognitive Domain: Knowledge

Answer Location: Diagnosis: What type of Listener Are You?
Question Type: MC

5. As a speaker, you want the listener to both _____________ your words and connect with the _______________ you expressed when you spoke them.

a. speak and emotions

b. ignore and judgments

c. hear and feelings

d. reply to and opinions

Learning Objective: 11-2

Cognitive Domain: Knowledge

Answer Location:
Question Type: MC

6. What is not one of the seven steps to improving your empathic listening?

a. Interject to resolve the issue as the other person is speaking.

b. Listen with year ears, eyes, and heart.

c. Spend some time enhancing your feelings vocabulary.

d. Make good eye contact with the speaker.

Learning Objective: 11-2

Cognitive Domain: Comprehension

Answer Location: Prescription: Increasing Empathic Listening Skills
Question Type: MC

7. Presenting to a group of people is a great opportunity to:

a. ignore potential donors

b. practice talking to only your listening style

c. share original ideas and new information

d. practice empathic listening

Learning Objective: 11-3

Cognitive Domain:

Answer Location: Presenting
Question Type: MC

8. A good presentation is a cross between a ______________ (factual) and a _______________ (taps emotions).

a. power point and lecture

b. report and story

c. sales pitch and sermon

d. report and comedy sketch

Learning Objective: 11-3

Cognitive Domain: Knowledge

Answer Location: Diagnosis: Rating the Impact of Your Presentation
Question Type: MC

9. Duarte describes four types of audience members. Which of the four options is not one of Duarte’s audience types?

a. Supplier

b. Influencer

c. Doer

d. Creator

Learning Objective: 11-3

Cognitive Domain: Comprehension

Answer Location: Prescription: How to Be Memorable
Question Type: MC

10. What is the definition of the generational digital divide?

a. When the current generation understands technology as well as the previous generation.

b. When the current generation owns a particular technology and the previous generation does not.

c. When the current generation understands technology and the previous generation does not.

d. When the current generation does not understand technology and neither does the previous generation.

Learning Objective: 11-4

Cognitive Domain: Knowledge

Answer Location: Reflection: The Gift and the Curse of Technology
Question Type: MC

11. What is not one of Komando’s eight tips for taking back control of your email?

a. Responding to each email as they pop up in your inbox.

b. Send less email.

c. Create templates for frequently sent announcements and messages.

d. Designate time in your calendar to check email.

Learning Objective: 11-4

Cognitive Domain: Comprehension

Answer Location: Prescription: The Social and Safety Rules of Email and Electronic Devices
Question Type: MC

12. What is one way in which a work email should not be used?

a. Sending a well, thought out response.

b. Requesting a phone or in-person meeting.

c. Data requested by the client.

d. Sending complex information.

Learning Objective: 11-4

Cognitive Domain: Comprehension

Answer Location: Prescription: The Social and Safety Rules of Email and Electronic Devices
Question Type: MC

13. Providing ______________ feedback to employees is considered to be unnecessary by some, while most supervisors are reluctant to provide ________________ feedback to their employees.

a. negative and positive

b. positive and negative

c. constructive and positive

d. negative and constructive

Learning Objective: 11-5

Cognitive Domain: Comprehension

Answer Location: Diagnosis: Giving Performance Feedback to Yourself

Question Type: MC

14. On any given day, from whom do you receive the most feedback?

a. Your parent

b. Your boss

c. Yourself

d. Your best friend

Learning Objective: 11-5

Cognitive Domain: Comprehension

Answer Location: Diagnosis: Giving Performance Feedback to Yourself
Question Type: MC

True/False

1. A leader must learn to hear in a way that assures the person communicating he or she understands. This is known as listening.

a. True

b. False

Learning Objective: 11-2

Cognitive Domain: Knowledge

Answer Location: Reflection: The Importance of Feeling Heard
Question Type: TF

2. The person who shares a concern is always seeking suggestions to fix his/her problem.

a. True

b. False

Learning Objective: 11-2

Cognitive Domain: knowledge

Answer Location: Reflection: The Importance of Feeling Heard
Question Type: TF

3. As a leader, you should know your “listening style preference,” but there is little difference since most styles work in most situations.

a. True

b. False

Learning Objective: 11-1

Cognitive Domain: Comprehension

Answer Location: Diagnosis: What Type of Listener Are You
Question Type: TF

4. Story telling plays an important role in presentations.

a. True

b. False

Learning Objective: 11-3

Cognitive Domain: Knowledge

Answer Location: Diagnosis: Rating the Impact of Your Presentation
Question Type: TF

5. It is important to communicate what you want the audience to do with the information in your presentation.

a. True

b. False

Learning Objective: 11-3

Cognitive Domain: Comprehension

Answer Location: Presentation: How to Be Memorable
Question Type: TF

6. Because audience members in a presentation are in the same room, they are processing the information in the same way.

a. True

b. False

Learning Objective: 11-3

Cognitive Domain: Comprehension

Answer Location: Prescription: How to Be Memorable
Question Type: TF

7. As the speaker, it is important to find out who your audience is and why they registered for your presentation.

a. True

b. False

Learning Objective: 11-3

Cognitive Domain: Comprehension

Answer Location: Prescription: How to Be Memorable
Question Type: TF

8. As a presenter, sharing content-related experiences, needs, and emotions that the audience has experienced, too, will enable the presenter to garner support for issues, programs and services which are important to human service organizations.

a. True

b. False

Learning Objective: 11-3

Cognitive Domain: Comprehension

Answer Location: Prescription: How to Be Memorable
Question Type: TF

9. It is important to plan for and design an action for almost every member of the audience so that he/she can take action about the presentation.

a. True

b. False

Learning Objective: 11-3

Cognitive Domain: Comprehension

Answer Location: Prescription: How to Be Memorable
Question Type: TF

10. It is completely appropriate to use shorthand and emoticons when you email your boss or a client?

a. True

b. False

Learning Objective: 11-4

Cognitive Domain: Comprehension

Answer Location: Reflection: The Gift and the Curse of Technology

Question Type: TF

11. Leaders must step up to become educated and comfortable with new communication technology methods and tools.

a. True

b. False

Learning Objective: 11-4

Cognitive Domain: Comprehension

Answer Location: Reflection: The Gift and the Curse of Technology
Question Type: TF

12. You are only representing yourself when using the company email.

a. True

b. False

Learning Objective: 11-4

Cognitive Domain: Comprehension

Answer Location: Reflection: The Gift and the Curse of Technology
Question Type: TF

13. Leaders must learn how to handle difficult, in-person dialogue instead of relying on impersonal email.

a. True

b. False

Learning Objective: 11-4

Cognitive Domain: Comprehension

Answer Location: Prescription: The Social and Safety Rules of Email and Electronic Devices
Question Type: TF

14. Leaders are responsible for maintaining the course as the team works to achieve a shared goal.

a. True

b. False

Learning Objective: 11-5

Cognitive Domain: Knowledge

Answer Location: Performance Feedback
Question Type: TF

15. Leaders who create a closed environment for the communication of feedback will foster the trust of the team.

a. True

b. False

Learning Objective: 11-5

Cognitive Domain: Comprehension

Answer Location: Performance Feedback
Question Type: TF

16. As organization leaders, influence and decisions that impact others without the benefit of feedback is dangerous, and in some leadership roles, such as supervisor, can be unethical and possibly illegal.

a. True

b. False

Learning Objective: 11-5

Cognitive Domain: Comprehension

Answer Location: Reflection: Your Experiences Giving and Receiving Feedback
Question Type: TF

Short Answer

Type: S

1. Select and describe one of Ripley and Watson’s four listening styles.

a. People–oriented – Listeners are responsible, seek areas of common ground between themselves and the speaker, and are concerned about other people’s feelings and emotions.

b. Action-oriented – Listeners like organized, efficient, and error-free messages. They can become impatient with a speaker and are likely to miss the emotional-relational dimension of a message.

c. Content–oriented – Listeners enjoy learning by listening to complex information and engaging in a dialogue of questions, followed by an analysis of all sides of an issue before determining an opinion.

d. Time–oriented – Listeners begin the process by determining an allocation of time to be given to the speaker. They have a low tolerance for lengthy discussions and may even dismiss a speaker if the exchange has exceeded the time allotted.

Learning Objective: 11-1

Cognitive Domain: Comprehension

Answer Location: Diagnosis: What Type of Listener are You
Question Type: SA

Type: S

2. Describe a story as it relates to a presentation.

a. A story within a presentation has a beginning, middle, and end to a narrative with characters the listener can relate to and view as heroines and heroes.

Learning Objective: 11-3

Cognitive Domain: Comprehension

Answer Location: Diagnosis: Rating the Impact of Your Presentation
Question Type: SA

Type: S

3. Define a speaker’s authentic connection.

a. It is a speaker’s connection with the audience that communicates through body language before words are even heard.

Learning Objective: 11-3

Cognitive Domain: Comprehension

Answer Location: Diagnosis: Rating the Impact of Your Presentation
Question Type: SA

Type: S

4. What are the hazards of sending an angry, rushed, unthoughtful email?

a. The student should discuss how it is similar to losing your cool in person, only an email can be printed, saved, forwarded, and shared beyond the sender’s control.

Learning Objective: 11-4

Cognitive Domain: Analysis

Answer Location: Diagnosis: Measuring the Negative Impact of Technology
Question Type: SA

Type: S

5. Define performance feedback.

a. It is communicated data that leads to course correction, about achieving the goal, competitors benchmarks, key stakeholder ideas; internal or external organization conditions.

Learning Objective: 11-5

Cognitive Domain: Comprehension

Answer Location: Performance Feedback
Question Type: SA

Type: S

6. Describe how a trusted friend or colleague who observes your behavior can help you make the changes you want to make.

a. A trusted friend or colleague can see what you can’t about yourself and provide outside feedback.

Learning Objective: 11-5

Cognitive Domain: Application

Answer Location: Diagnosis: Giving Performance Feedback to Yourself
Question Type: SA

Essay

Type: E

1. Explain why the author says communication in leadership is like the cardiovascular system of the human body.

a. The cardiovascular system supports all systems with oxygen in the human body and communication supports with a “kind of oxygen” all aspects of leadership.

Learning Objective: 11-2

Cognitive Domain: Comprehension

Answer Location: Listening
Question Type: ESS

Type: E

2. How has today’s technology affected our attention span for listening?

a. The answer should include statements that say how we’ve been trained by the hundreds of daily messages to only hear what’s on the surface so we can move quickly from one message to the next. The 24-hour communication technologies have created a culture of “Now Now Now” and we’re more afraid we’ll miss something than afraid of knowing the details of something.

Learning Objective: 11-2

Cognitive Domain: Analysis

Answer Location: Reflection: The Importance of Feeling Heard
Question Type: ESS

Type: E

3. How would you use the seven steps to improving your empathic listening as the leader of a team?

a. The student will develop a sketch/role play as a leader regarding miscommunication within a work team: include how to ensure the other person feels heard; being sure to listen with your eyes, ears, and heart; listen for both content and emotion as the team discusses the new process. The student will describe a leader who avoids judging the team member’s responses during the discussion. As an empathic listener, the leader will be sure to understand feelings before clarifying the content. Emphasis will be on the time required to ensure that all emotions are dealt with so that everyone’s fears and apprehensions are quelled.

Learning Objective: 11-2

Cognitive Domain: Application

Answer Location: Prescription: Increasing Empathic Listening Skills
Question Type: ESS

Type: E

4. Select 6 of the 11 items listed in the text you personally should include in a Presentation Plan Worksheet based on challenges/weaknesses you experience in giving presentations?

a. Student will select 6 items from this list and state how planning for these items will improve their presentations. How’s can include overcoming fear, organization, improved focus of presentation, prevent losing key information, etc.)

1. Date and start/end time of presentation.

2. Purpose of presentation.

3. Time facility opens. (Best to allow an hour for set-up of technical equipment.)

4. Address and directions to facility.

5. Seating capacity, arrangement of table and chairs. (Best to see the room for yourself if you can.)

6. Equipment provided: microphone (lapel or platform); ability to play video with sound; computer, projector; remote, ability to darken room; ability to move from the podium, or will you be tethered by technology.

7. Dates and times for communication/confirmation with host. (Record email and phone number.)

8. Date and times of communication with facility staff. (Record email and phone number.)

9. Number, description, needs of participants. (Number of handouts if any.)

10. Date to make copies or order materials.

11. Alternate contact information if a Monday, evening, or weekend presentation.

Learning Objective: 11-3

Cognitive Domain: Application

Answer Location: Prescription: How to Be Memorable
Question Type: ESS

Type: E

5. Describe your response to two professional etiquette for social media situations from the list below:

Students can choose two: Whether co-workers want to be tagged in pictures on Facebook? Do you friend your boss on social media? Do you friend your co-worker on social media? Do you friend your clients on social media? Do you create a personal and a professional profile page? How much detail should you post on social media? Should company time and company technology be used to do personal internet business?

a. Students should mention that photos and content posted are never truly private. Some distance between personal and professional life should be maintained. Allowing clients and students into your personal life is never a good idea.

Learning Objective: 11-4

Cognitive Domain: Analysis

Answer Location: Question Type: ESS

Type: E

6. Put the eight steps in order and describe how you would use the Harvard Negotiation Project’s 8-Step Process for Leaders to Use when giving feedback to a team member as a leader of that team.

Seek advice from each other; Create a test to see if the problem is what you thought; Create solution options, prototypes, and countertypes; Both parties must agree on the proposed solution; Determine standards for the solution; Work to sustain the change and establish accountability; Share what might persuade each other in viewing the situation and other potential solutions; Test solutions and determine the best path forward.

a. These are the eight steps in order:

1. Both parties must agree on the proposed solution.

2. Create a test to see if the problem is what you thought.

3. Share what might persuade each other in viewing the situation and other potential solutions.

4. Seek advice from each other.

5. Create solution options, prototypes, and countertypes.

6. Determine standards for the solution.

7. Test solutions and determine the best path forward.

8. Work to sustain the change and establish accountability.

Learning Objective: 11-5

Cognitive Domain: Application

Answer Location: Prescription: The Feedback-Change Process
Question Type: ESS