Chapter 8 - Communicating w/ employees

Question 1

What are factors that distort or block the message?
p. 126
A.) Receiver
B.) Medium
C.) Feedback
D.) Noise

Answer 1

D.) Noise

Question 2

What is a good way to overcome resistance to feedback? p. 135
A.) Give feedback in a group setting
B.) Only give positive feedback
C.) Ask for feedback from employees on you
D.) Offer incentive for good performance

Answer 2

C.) Ask for feedback from employees on you

Question 3

What can be done to avoid an early interruption of the speaker? p. 132
A.) Being to paraphrase them
B.) Allow for a thoughtful pause
C.) Stare at them until they say they are done
D.) Ask if they are done talking

Answer 3

B.) Allow for a thoughtful pause

Question 4

What is the average rate of speech for most Americans? p. 131
A.) 150 to 175 words per minute
B.) 200 to 225 words per minute
C.) 175 to 200 words per minute
D.) 125 to 150 words per minute

Answer 4

D.) 125 to 150 words per minute

Question 5

What is occurring when something from our past experiences makes us see people as a group and not individuals? p. 138
A.) Discriminating
B.) Fluffing
C.) Stereotyping
D.) Alienating

Answer 5

C.) Stereotyping

Question 6

What can communicate meaning in ways that words alone cannot? p. 127
A.) Eye contact
B.) Body language
C.) Paralanguage
D.) Written instructions

Answer 6

C.) Paralanguage

Question 7

Which nonverbal cue is being communicated when you are leaning forward? p. 128
A.) Bored
B.) Closed
C.) Open
D.) Interest

Answer 7

D.) Interest

Question 8

Which is NOT a correct statement about using email for communication? p. 137
A.) Don’t overuse e-mail
B.) Never pass along jokes
C.) Discourage follow up
D.) Reread each message before sending

Answer 8

C.) Discourage follow up

Question 9

Which is NOT a way to give feedback to an employee? p. 135
A.) Avoid being judgmental
B.) Deal in specifics
C.) Own the statements you make
D.) Trigger emotional responses for effect

Answer 9

D.) Trigger emotional responses for effect

Question 10

Which is NOT acceptable when working in a diverse workforce? p. 139
A.) Be alert to nonverbal messages
B.) Accept different perspectives as appropriate
C.) Treat all employees with respect
D.) Use jargon when appropriate

Answer 10

D.) Use jargon when appropriate

Question 11

What can cause the original message to become something completely different? p. 129
A.) Sender’s interpretation
B.) Feedback’s interpretation
C.) Receiver’s interpretation
D.) Messenger’s interpretation

Answer 11

C.) Receiver’s interpretation

Question 12

What can be used to improve communication?
p. 130
A.) Asking for feedback
B.) Being careful with the message
C.) Actively listen
D.) Reading body language

Answer 12

A.) Asking for feedback

Question 13

What is not communicated in emails that is vital to effective communication? p. 136
A.) Meaning
B.) Words
C.) Tone
D.) Message

Answer 13

C.) Tone

Question 14

What must happen for true listening to occur?
p. 131
A.) Hearing
B.) Responding
C.) Understanding
D.) Receiving

Answer 14

C.) Understanding

Question 15

What often leads to a breakdown in communication in an organizational setting? p. 126
A.) Receiver does not take responsibility for clarity
B.) Neither party takes responsibility for clarity
C.) Sender does not take responsibility for clarity
D.) Third party does not take responsibility for clarity

Answer 15

B.) Neither party takes responsibility for clarity

Question 16

Which of the following is NOT something that you as the sender of a message can do to ensure that the message is clear? p. 130
A.) Write the message out first to review the meaning
B.) Ask for feedback
C.) Think carefully about who the receiver is
D.) Know what your objective is in sending the message

Answer 16

A.) Write the message out first to review the meaning

Question 17

Which is NOT an appropriate action when actively
listening? p. 131
A.) Use appropriate facial expressions
B.) Look directly at the speaker
C.) Let the speaker finish without interruption
D.) Encourage the slow speaker to speed up

Answer 17

D.) Encourage the slow speaker to speed up

Question 18

What should be focused on when giving an employee feedback? p. 135
A.) All things that need changing
B.) What others are worried about
C.) Minor changes
D.) What is changeable

Answer 18

D.) What is changeable

Question 19

Which generation is at retirement age but may still be in the workforce? p. 138
A.) Traditionalists
B.) Generation Y
C.) Generation X
D.) Baby boomers

Answer 19

A.) Traditionalists

Question 20

What is considered the more effective form of
communication particularly in organizations?
p. 126
A.) One-way
B.) Two-way
C.) Rotational
D.) Circular

Answer 20

B.) Two-way

Question 21

What is the means by which the message is sent?
p. 125
A.) Feedback
B.) Receiver
C.) Medium
D.) Messenger

Answer 21

C.) Medium

Question 22

Which is NOT a way to receive honest and open feedback from your employees? p. 136
A.) Be ready to hear comments that make you uncomfortable
B.) Offer incentives for speaking up
C.) Ask for clarification
D.) Thank the employee for the feedback

Answer 22

B.) Offer incentives for speaking up

Question 23

Generally what percentage of a supervisor’s day is spent communicating in some form? p. 125
A.) 80 percent
B.) 65 percent
C.) 75 percent
D.) 70 percent

Answer 23

A.) 80 percent

Question 24

How many generations are there in the workforce for the first time ever? p. 138
A.) Six
B.) Four
C.) Five
D.) Three

Answer 24

B.) Four

Question 25

Which is NOT good when giving an employee feedback? p. 133
A.) Give feedback promptly
B.) Examine your own motives
C.) Give feedback publicly
D.) Be descriptive rather than judgmental

Answer 25

C.) Give feedback publicly

Question 26

How should the message be restated to show you understood the message as it was delivered?p. 132
A.) Regurgitate the person’s words
B.) Recite important pieces
C.) Give your own impression of the message
D.) Paraphrasing in your own words

Answer 26

D.) Paraphrasing in your own words

Question 27

Who is the person who is talking during communication p. 125
A.) Receiver
B.) Medium
C.) Messenger
D.) Sender

Answer 27

D.) Sender

Question 28

What nonverbal clue is being communicated when you are standing over a seated employee?p. 128
A.) Nervousness
B.) Anger
C.) Interest
D.) Boredom

Answer 28

B.) Anger

Question 29

What nonverbal cue may be being communicated when there is limited eye contact?
p. 128
A.) Boredom
B.) Anger
C.) Nervousness
D.) Interest

Answer 29

C.) Nervousness

Question 30

Which attribute of supportive communication is A focus statement that communicate respect flexibility, collaboration, and areas of agreement? pg 134

Answer 30

Validate, not invalidate

Question 31

Which attribute of supportive communication is A focus on honest messages where verbal statements match thoughts and feelings? Pg 134

Answer 31

Congruent, not incongruent

Question 32

Which attribute of supportive communications is A focus on describing an objective occurrence, describing your reaction to it? and offering a suggested alternative?

Answer 32

Descriptive, not evaluative

Question 33

Which attribute of supportive communication is a A focus on problems and issues that can be changed rather than people and their characteristics?

Answer 33

Problem-oriented, not person oriented.

Question 34

Which attribute of supportive communication is a focus on specific events or behaviors and avoid general, extreme, or either-or statements?

Answer 34

Specific, not global

Question 35

Which attribute of supportive communication is a focus on statements that flow from what has been said previously and facilitate interaction?

Answer 35

Conjunctive, not disjunctive

Question 36

Which attribute of supportive communication is a focus on taking responsibility for your won statements by using personal “I” words?

Answer 36

Owned, not disowned

Question 37

Which attribute of supportive communication is a focus on using a variety of appropriate responses, with a bias toward reflective responses?

Answer 37

Supportive listening, not one way listening

Question 38

Which years are considered baby boomers?

Answer 38

Born between 1946 and 1964

Question 39

Which years are considered generation X?

Answer 39

Born between 1965 and 1980

Question 40

Which years are considered Generation Y?

Answer 40

Born between 1980 and 2000