Section 3 Flashcards
(24 cards)
L1: A senior executive recently had a meeting with a manager from one of their largest suppliers in Asia. The executive felt that the body language, tone of voice, and facial expressions of the manager indicated their company was not happy with a recently agreed-on contract.
Which form of communication led to this conclusion?
Non-expressed
Nonverbal
Oral
Written
Nonverbal
L1: Although a car stereo manufacturing company has been expanding into new markets around the world, the CEO wants to maintain a rich form of communication among leaders throughout the new offices. The CEO wants their communication to remain interactive and wants to allow for two-way communication while still being able to identify nonverbal forms of communication.
Which form of communication accomplishes these goals?
Voice message
Teleconference
Face-to-face
Social media
Face-to-face
L1: An executive is struggling to communicate effectively with one of her company’s new managers. The new manager is hesitant to share his thoughts and beliefs and often sounds apologetic when speaking.
Which communication style is the new manager using?
Passive
Aggressive
Assertive
Passive-aggressive
correct
Passive
L1: An executive has always appreciated the communication style of one of his closest friends and wants to develop the same style. The friend is always clear and direct in expressing her opinion but not in a way that dismisses the thoughts and opinions of others.
Which communication style is this friend using?
Assertive
Aggressive
Passive-aggressive
Passive
Assertive
L1: A senior executive has received many complaints about the communication style of one of the managers. The manager will stand up for her own views and opinions, but the style she uses often violates the rights of others. She is also dismissive toward the feelings of others, which is also causing problems.
Which communication style is this manager using?
Aggressive
Assertive
Passive
Passive-aggressive
Aggressive
Pick three. Which explanations describe a difference between verbal and non-verbal communication?
Non-verbal is considered universal, while verbal is considered specific to a language or dialect.
Verbal communication is considered conscious while non-verbal is considered subconscious.
Verbal communication happens in a single channel, while non-verbal is multi-channeled.
Verbal communication is continuous and happens throughout a conversation, while non-verbal communication is start/stop and distinct.
Non-verbal is considered universal, while verbal is considered specific to a language or dialect.
Verbal communication is considered conscious while non-verbal is considered subconscious.
Verbal communication happens in a single channel, while non-verbal is multi-channeled.
Which fact should an individual consider when choosing a channel of communication?
Choosing a correct channel will ensure the delivery of an effective message.
Selecting a channel may affect the communication budget.
Identifying the correct channel is the most important aspect of the communication process.
Identifying the level of interaction and details for each channel provides important information.
Identifying the level of interaction and details for each channel provides important information.
Which form of communication has little or no nonverbal cues present during the exchange of information between the sender and receiver?
Group discussion
In-person meetings
Telephone conversation
Video conferencing
correct
Telephone conversation
What is the difference between oral and written communication?
Written communication is continuous and unconscious.
Written communication happens asynchronously and allows for reflection.
Oral communication is universal and recognizable worldwide.
Oral communication occurs through multiple channels simultaneously.
correct
Written communication happens asynchronously and allows for reflection.
During a department meeting, an employee tends to avoid making eye contact with others.
Which type of communication style does this represent?
Passive
Aggressive
Passive-aggressive
Assertive
Passive
A supervisor asks an employee to stay late to complete a personal task for the supervisor. When asked if the employee is willing to stay, the employee says, “I will do whatever you tell me to do,” even though the employee is uncomfortable with the request. Which communication style is the employee displaying?
Assertive
Aggressive
Passive-aggressive
Passive
Passive
Which aspect of effective oral communication is important to remember?
Removing the focus on the nonverbal dimension of communication
Paying particular attention to body language and gestures
Choosing the most effective medium to communicate the message
Managing the time-lapse involved with the receiver’s interpretation and response
correct
Paying particular attention to body language and gestures
Which channel is considered rich and allows for more interactive communication?
Teleconference
Voice message
Social media
In-person oral
In-person oral
Which channel of communication is classified as being lean?
Emails
Face-to-face meetings
Online meetings
Video conferences
Emails
Which goal is one of the three main functions of communication in an organization?
Establishment of a foundation for structural analysis
Coordination of competitive positions
Enhancement of structural framework
Transmission of information
Transmission of information
Which fact should an individual consider when choosing a channel of communication?
Identifying the correct channel is the most important aspect of the communication process.
Choosing a correct channel will ensure the delivery of an effective message.
Choosing a channel may affect the communication budget.
Identifying the level of interaction and details for each channel provides important information.
Identifying the level of interaction and details for each channel provides important information.
Which benefit can occur by using good communication skills?
Enhancement in accounting accuracy
Boost in the organization’s competitive position
Improvement in shareholder earnings
Increase in the chances of employment
Increase in the chances of employment
Two coworkers are discussing proposed options for a new department-wide computer system. Coworker A shares their opinions, addresses the pros and cons of the system, and explains why this would be the best option. After finishing, Coworker A asks Coworker B for feedback as well as input and thoughts on the options.
Which communication style is Coworker A exhibiting?
Assertive
Passive-aggressive
Aggressive
Passive
Assertive
Which activity is not an active listening skill?
Noting cues of vocal inflection
Mentally preparing your comments while the sender is speaking
Paraphrasing and summarizing the sender’s words
Listening for feelings
Mentally preparing your comments while the sender is speaking
A team member says, “I think we should purchase the less expensive of the two options. What does the rest of the team think?”
Which communication style is being used by the team member?
Passive
Passive-aggressive
Assertive
Aggressive
Assertive
A company establishes a goal to increase annual sales by 13 percent. In an organization-wide meeting, a senior manager mistakenly understates the organization’s board-approved goal by a significant amount.
What would be the potential impact on the organizational outcomes due to this type of miscommunication?
Weakened shareholder confidence
Decreased employee morale
Decreased productivity
Improved productivity
Decreased productivity
Three employees are invited to present their ideas for solving a critical company problem. It is important that the company choose the correct idea from these suggestions. The manager listens carefully while taking notes during each person’s presentation. She nods her head in response to the presenter’s comments and smiles encouragingly. She also notes other cues that might identify personal feelings or commitment to their idea. This manager has demonstrated four of the five rules for active listening.
Which remaining rule should the manager implement?
Listen for feelings
Note all cues
Listen for message content
Paraphrase and restate
Paraphrase and restate
What is an advantage of written communication?
It allows for instant feedback.
It provides the sender the opportunity to reflect on ideas.
It is the easiest form of communication.
It facilitates the likely interpretation of the message by the reader.
It provides the sender the opportunity to reflect on ideas.
Which type of communication style is reflected by an employee who is disturbed by a negative review but fails to speak up about their concerns or feelings?
Aggressive
Passive
Assertive
Passive-aggressive
Passive
