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Q:
Audrey has a difficult time talking with her supervisor. She often feels like she is not understanding her supervisors instructions because she is misinterpreting what her supervisor is saying. Audrey is experiencing which of the following?
a. message overload
b. Margon misunderstanding
c. receiver apprehension
d. external noise
Q:
Which of the following is an example of message overload?
a. including too many graphs and charts during a presentation
b. using technical words used by specialized groups
c. fearing misinterpreting messages sent by others
d. making an assumption about a person, an issue, or a topic before we have heard all the facts
Q:
When a speaker includes too many details in a message, making it difficult for the listener to comprehend, it is known as which of the following?
a. message overload
b. receiver apprehension
c. physical illness
d. reflection
Q:
Tyler is a police officer out on patrol. After talking on his radio to his dispatch, Tyler uses words such as copy that and 10-4. What are these words known as?
a. slang
b. colloquialisms
c. jargon
d. lingo
Q:
Which of the following is an example of controlling external noise?
a. Asking people to turn off their cell phones during a meeting
b. Eating a meal before a meeting so it doesnt distract you
c. Taking a nap before a big test
d. Taking some medicine for an upset stomach before a job interview
Q:
Which of the following applies to listening?
a. You go to the doctor to have it checked.
b. Listening is your physical ability.
c. Listening is a physiological capturing of sounds.
d. Listening requires you to concentrate on the verbal and nonverbal.
Q:
What is the most basic principle in the consumer products industry?
a. The customer is always right.
b. Pander to the customer.
c. Listen to the customer.
d. Advertise to the customer.
Q:
What is the percentage range the average person remembers of what they hear?
a. 50% to 75%
b. 25% to 50%
c. 30% to 60%
d. 60% to 80%
Q:
In a conversation with the head of marketing for your company, you determine that she is a time-oriented listener. Discuss how you would determine this listening style.
Q:
You are at the company holiday party and all employees and management will be in attendance. Should you anticipate conversation listening or presentational listening to be the primary type of listening at the party? Why?
Q:
Imagine that you are in charge of making sure everyone on your team understands the new payroll structure that is being implemented at your organization. Based on what youve read in this chapter, what steps might you take to help ensure everyone is able to listen well to your message?
Q:
Think of a time when you found yourself hearing a message but not listening to the speaker. Using the concepts presented in this text, explain what strategies might have helped you listen better in that situation.
Q:
Identify your greatest cause of internal noise. Discuss several different ways of reducing your internal noise.
Q:
Think of several types of jargon you use in your everyday life. Explain how you would describe your jargon to a person who is not familiar with it.
Q:
Discuss whether or not you think new and emerging media causes message overload. Give several examples to back up your position.
Q:
Identify your preferred listening style and explain why you prefer it over the other styles.
Q:
Think about the last presentation you experienced and apply all steps of the HURIER model to the presentation.
Q:
Explain the difference between active listening and passive listening. Give one example each of when it is appropriate to use those styles.
Q:
At times, it appears as though ______ listeners are looking under a microscope and dissecting information.
Q:
Abbie woke up feeling anxiety about her presentation later that day to the large pharmaceutical company board of directions. She is worried that her presentation is not prepared well enough and that her delivery may not be up to her usual standard. Abbie is contending with ______ noise.
Q:
Jason has been sitting through a presentation on the ways in which space exploration has developed from the 1950s to today. The presentation is filled with graphs, photos, and charts which are explained in great detail, making it difficult for Jason to keep up with the message being delivered. Jason is experiencing ______.
Q:
______ can have the same impact as jargon.
Q:
______ is any assumption we make or attitude we have about a person, an issue, or a topic before we have heard all the facts.
Q:
As a ______ listener, you will simply receive a message and make sense out of that message without feedback or verification.
Q:
______ has changed not only the tools we use to listen but also when and where we use them, and even what we think about as we listen.
Q:
Seamus has been listening to an unhappy client and is attempting to understand the problem from his perspective, without countering, criticizing, or judging. Seamus is employing ______ listening.
Q:
______ listening occurs when you focus on the content of the message to acquire knowledge.
Q:
______ listening is listening to understand the speakers point of view without judgment.
Q:
______ listening asks you to evaluate the information being sent.
Q:
Technical words used by specialized groups are known as ______.
Q:
Jim-Bob is a midlevel manager at a growing technology company and is always working to find out how things are going with the technicians and what materials, supplies, and other support they need to do their jobs to the best of their abilities. What Jim-Bob does not like are indirect and error-filled communication. Jim-Bob is an action-oriented listener.
Q:
After Bob and Steve were able to adjust how their team communicates with customers, vendors, and employees, they needed to determine if the changes they made to try to become more successful were actually working. By stepping back and reflecting, Bob and Steve applied the final step of the KEYS process.
Q:
Listening involves just verbal communication.
Q:
Aldous has decided to take a personal inventory of his communications skills and better understand his own contributions to effective professional communication. In this case, Aldous is applying the first step of the KEYS process by knowing himself.
Q:
Thad is interested in increasing his understanding of the nature of listening and its importance in the total communication process. It would be a good idea for Thad to seek out listening instruction and to improve his listening awareness.
Q:
Ethically interpreting a message means you are not intentionally letting your own bias or beliefs interfere with your interpretation.
Q:
Diagnosing listening abilities and practices is one of the four major objectives that Gibbs, Hewing, Hulbert, Ramsey, and Smith (1985) assert that listening awareness and instruction can accomplish.
Q:
Increasing understanding of the nature of listening and its importance in the total communication process is one of the four major objectives that Gibbs, Hewing, Hulbert, Ramsey, and Smith (1985) assert that listening awareness and instruction can accomplish.
Q:
Creating awareness of the importance of effective listening to personal and professional success is one of the four major objectives that Gibbs, Hewing, Hulbert, Ramsey, and Smith (1985) assert that listening awareness and instruction can accomplish.
Q:
A person is likely to retain 75% of a conversation.
Q:
Rodrigo believes that it is a good practice to use nonverbal cues such as head nods, emotional expressions, or verbal utterances to show you are listening. Rodrigo is correct.
Q:
Communication would not be collaboration if not for hearing.
Q:
Brittani is initially having difficulty understanding what it is that her international student friend is saying at times. This is most likely because understanding includes being able to understand the speakers use of language and the basic context of the information.
Q:
Learning to evaluate a message without bias, distractions, apprehension, or gender/cultural differences takes time and patience.
Q:
Ethically interpreting a message means you are intentionally letting your own bias or beliefs interfere with your interpretation.
Q:
Understanding a message requires that we first hear the message, but it also includes being able to understand the speakers use of language and the basic context of the information.
Q:
When considering presentational listening, the listening environment is based on the following conditions: mode (conversational or presentational), environment (formal or informal), and relationship (social or business).
Q:
Paul has submitted his application to a technology company hundreds of miles from his home. To make sure there may be a good fit between Paul and the company, the company interviewer is talking to Paul by telephone before inviting him for a face-to-face interview. The interviewer asks questions, Paul answers, then the cycle continues. This is an example of conversational listening.
Q:
Ron is the new employee at his friends wizard want manufacturing company and has been assigned to follow and learn from Harry. In this context of one-to-one training, Ron should be using his informational listening capabilities.
Q:
Twilas new job requires her to attend an all-day orientation before she can actually start doing her job. Twila assumes that the orientation is very important or it would not take all day. Twila should prepare herself to use her critical listening skills.
Q:
At the coffee store where Bruce is the assistant manager, a customer is complaining about the quality of the pastry she bought to go with her coffee drink. Bruce knows that the usual quality is good, so he feels that he can cut her off mid-sentence and defend the quality of all the products his store sells, suggesting that the woman has no idea what she is talking about. Bruce is putting empathetic listening to good use.
Q:
Professor Potter has been asked to sit in as three candidates present their applications for a new position as Lecturer in Communication at the college. Professor Potter will use informational listening and critical listening in this context.
Q:
By asking questions, you can develop a better understanding of the speakers message and provide support to the speaker.
Q:
Being an effective listener is a prerequisite to achieving professional excellence.
Q:
In the HURIER model, evaluating involves making sense of verbal and nonverbal codes to assign meaning to the information received.
Q:
Action-oriented listeners prefer brief communication.
Q:
Joels team was given a project that included the due date, meeting times, and people involved in the project. This information forms which of the following?
a. relational layer
b. content layer
c. verbal communication
d. environment
Q:
The process of understanding our experiences and the experiences of others through the use of verbal and nonverbal messages is known as which of these?
a. group communication
b. human communication
c. interpersonal communication
d. interactive communication
Q:
Monica is proud of a new tattoo she just had done on her wrist and has been showing her new ink to her friends at work. She is communicating with the use of which of the following?
a. emblem
b. artifact
c. item
d. object
Q:
Judy notices her coworkers slouching when they are in meetings. Her coworkers are communicating through which type of behavior?
a. interpersonal
b. proxemics
c. body
d. kinesics
Q:
Why is touch such an important nonverbal code?
a. It is the most commonly used code.
b. Touching is a taboo code in many cultures.
c. Touch conveys a great deal of information about our personality.
d. Touch is the most powerful and misunderstood code.
Q:
Greeting a coworker with a handshake falls under which category of touch?
a. functional
b. social
c. friendship
d. acquaintance
Q:
Which of the following is the most powerful form of nonverbal communication?
a. vocalics
b. space
c. oculesics
d. haptics
Q:
Aaron is playing a game of poker with his friends when he gets a really good hand. He wants to bait his opponent to make a bet, so he puts a sad look on his face to indicate he doesnt like his hand. Aaron is using which strategy?
a. intensification
b. masking
c. deception
d. neutralization
Q:
Trying to keep a blank expression when hearing bad news would be an example of which of these aspects of nonverbal communication?
a. masking
b. deintensification
c. neutralization
d. concealing
Q:
While Shawn is talking to a colleague about firings in the department, he notices his coworker wringing her hands and fidgeting quite a bit, so he changes the subject. Shawns colleague is displaying which of the following aspects of nonverbal communication?
a. adapters
b. regulators
c. illustrators
d. emblems
Q:
During a speech, Frank lost his footing and fell to the floor. To show the audience he was okay, Frank gave a thumbs-up to the crowd. The thumbs-up is an example of which application of nonverbal communication?
a. illustrator
b. emblem
c. regulator
d. affect display
Q:
Proxemics is a type of what kind of communication?
a. verbal
b. location
c. human
d. nonverbal
Q:
A restaurants decision to use intense colors, intimate seating arrangements, and bright lighting are all examples of influencing which of these?
a. space
b. perceptions
c. environment
d. kinesics
Q:
The space that is generally occupied by significant others, family members, and close friends is known as which zone?
a. social zone
b. intimate zone
c. informal
d. casual
Q:
Stacy is studying in the library at her school when a stranger comes up and moves her backpack to take the seat next to her. Stacy becomes uncomfortable and moves to another table. This is a violation of which of the following?
a. proxemics
b. kinesics
c. space
d. time
Q:
John is giving a presentation at his office. During his speech, John controls his tone of voice, how fast he is talking, and how he articulates his words. John is using which of these nonverbal code?
a. kinesics
b. proxemics
c. physical appearance
d. vocalics
Q:
Which of the following is a purpose of nonverbal behavior?
a. to overly exaggerate emotion
b. to replace interpersonal attitudes
c. to replace verbal communication
d. to present ones personality
Q:
How is communication made the most effective?
a. when verbal and nonverbal elements operate in an integrated fashion
b. when verbal communication is given more emphasis than nonverbal communication
c. when nonverbal communication is allowed to dictate the interaction
d. when our interactions do not require nonverbal communication
Q:
What type of communication rules describe what appropriate communication consists of?
a. nonverbal
b. regulative
c. constitutive
d. audience-centered
Q:
Rules regarding when, how, where, and with whom to talk about certain things are known as which of the following?
a. communication rules
b. regulative rules
c. contextual rules
d. constitutive rules
Q:
The symbols communicators use are which of the following?
a. concrete
b. universal
c. applicable to the thing itself
d. vague
Q:
Describe how nonverbal communication and the KEYS process are intertwined.
Q:
Describe four different types of nonverbal communication and explain how they impact the effectiveness of communication.
Q:
Think about the last good presentation you have seen, whether it was professional, informal, comedic, or dramatic. What methods did they use to effectively combine their verbal and nonverbal communication?