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106 Cards in this Set
- Front
- Back
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ESP Chapter 8. Effective communicating usually demands a great deal of ____.
A. respect B. practice C. authority D. time |
Answer: practice
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ESP Chapter 8. True or False. Effective communicating does not typically require a great deal of effort.
A. True B. False |
Answer: False. It usually demands a great deal of effort.
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ESP Chapter 8. Effective communicating usually demands a great deal of ____.
A. compromise B. subtlety C. understanding D. subterfuge |
Answer: understanding
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ESP Chapter 8. Communicating is a, an ____ part of supervising.
A. unnecessary B. necessary C. optional D. infrequent |
Answer: necessary
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ESP Chapter 8. Studies show that we spend up to ____ of our day communicating.
A. 90% B. 80% C. 70% D. 60% |
Answer: 80%
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ESP Chapter 8. ____ is the exchange of information, facts, ideas, and meanings.
A. communication B. conversation C. delegation D. directing |
Answer: communication
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ESP Chapter 8. The two types of communication are ____ and ____ communication
A. standard flow and inverse flow B. one-way and two-way C. formal and informal D. upward and downward |
Answer: one-way and two-way communication
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ESP Chapter 8. All of the following are components of communication, except ____.
A. Sender B. Message C. Conduit D. Receiver E. Feedback |
Answer: Conduit
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ESP Chapter 8. The ____ is the means the sender uses to transmit the message.
A. Sender B. Message C. Medium D. Receiver |
Answer: Medium
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ESP Chapter 8. The ____ is the person who is talking, writing, calling, or communicating nonverbally.
A. Sender B. Message C. Medium D. Receiver |
Answer: Sender
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ESP Chapter 8. The ____ is what is being sent to the receiver.
A. Sender B. Message C. Medium D. Receiver |
Answer: Message
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ESP Chapter 8. The ____ is the person who gets the message.
A. Sender B. Message C. Medium D. Receiver |
Answer: Receiver
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ESP Chapter 8. The ____ is the reaction of the receiver to the message and it tells the sender how clear the message is being received.
A. Message B. Receiver C. Feedback D. Noise |
Answer: Feedback
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ESP Chapter 8. The ____ refers to things that distort or block the message.
A. Message B. Receiver C. Feedback D. Noise |
Answer: Noise
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ESP Chapter 8. Noise can be ____ or ____.
A. True or False B. supportive or unsupportive C. literal or figurative D. formal or informal |
Answer: literal or figurative
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ESP Chapter 8. Effective communication is behavior that transmits a meaning from one person to another so that the message is ____.
A. interpreted B. heard C. perceived D. understood |
Answer: understood.
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ESP Chapter 8. Both the ____ and ____ have responsibilities in the communication process.
A. primary and secondary B. giver and taker C. sender and receiver D. speaker and listener |
Answer: sender and receiver
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ESP Chapter 8. Many breakdowns occur when the sender gives one message and the receiver ____.
A. gives it another B. hears it as intended C. passes it on D. sends it back |
Answer: gives it another
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ESP Chapter 8. ____ of the message is critical.
A. Receipt B. Acceptance C. Shared understanding D. Forwarding |
Answer: C. Shared understanding
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ESP Chapter 8. ____ enables the sender to change, adapt, or revise the message for improving the likelihood the receiver will mutually understand it.
A. Interpretation B. Documentation C. Listening D. Feedback |
Answer: Feedback
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ESP Chapter 8. We communicate to one another through ____ representing a message.
A. symbols B. codes C. language D. slang |
Answer: symbols
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ESP Chapter 8. ____ communication is the most obvious kind of symbolic communication.
A. Non-verbal B. Verbal C. Written D. Second-hand |
Answer: Verbal
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ESP Chapter 8. ____ or voice characteristics, is closely related to verbal communication.
A. Syntax B. Paralanguage C. Verbal structure D. Pitch |
Answer: Paralanguage
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ESP Chapter 8. Paralanguage focuses on ____, rather than ____.
A. HOW something is said, rather then WHAT is said B. WHAT is said, rather than HOW something is said C. WHO the speaker is, rather than HOW something is said D. WHO the receiver is, rather than WHAT is said |
Answer: HOW something is said, rather than WHAT is said
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ESP Chapter 8. All of the following are examples of Paralanguage, except ____.
A. voice B. message C. pitch D. emphasis E. speed |
Answer: message
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ESP Chapter 8. ____ involves position or movement of body-posture, gestures and facial expressions.
A. Kinesics B. Oral communication C. Body language D. Physics |
Answer: Body language
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ESP Chapter 8. Space around and between things or people revealing emotional distance is known as ____.
A. Physical or Emotional Space B. Physical or Personal Space C. Personal or Emotional Space D. Feng Shui |
Answer: Physical or Personal Space
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ESP Chapter 8. All of the following can influence physical or personal space except ____.
A. furniture arrangements B. closeness to people when interviewing C. size of the room D. length of the interview |
Answer: length of the interview
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ESP Chapter 8. Another form of nonverbal communication is known as ____.
A. Personal style B. Professional style C. Physique D. Stature |
Answer: Personal style
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ESP Chapter 8. Examples of Personal Style include all of the following except ____.
A. your clothes B. your way of carrying yourself C. the volume you use when you speak D. the message you communicate |
Answer: the message you communicate
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ESP Chapter 8. True or False. Barriers to effective communication can occur anywhere in the communication process.
A. True B. False |
Answer: True
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ESP Chapter 8. If the barrier originates with the sender, it is often caused by the sender not being clear about the ____ of the message or failure to adapt the message for the receiver.
A. goal B. length C. recipient D. language |
Answer: goal
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ESP Chapter 8. Problems in ____ may be the primary reason communication between people sometimes breaks down.
A. length B. language C. perception D. intelligence |
Answer: perception
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ESP Chapter 8. Words often mean different things to different people, including how they are said, since it involves someone else's ____.
A. language B. intent C. interpretation D. intelligence |
Answer: interpretation
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ESP Chapter 8. Another barrier to effective communication is the “____ loop”.
A. communication B. feedback C. intelligence D. interpretation |
Answer: feedback
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ESP Chapter 8. If the barrier originates with the receiver, it is caused often because the receiver ____ or ____ the message.
A. misses or misinterprets the message B. devalues or degrades the message C. dislikes or distrusts D. discards or displaces |
Answer: misses or misinterprets the message
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ESP Chapter 8. One-way communication ignores the importance of ____.
A. communication B. feedback C. intelligence D. interpretation |
Answer: feedback
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ESP Chapter 8. The sender should think carefully about who ____ is.
A. he, himself B. the receiver C. the supervisor D. the boss |
Answer: the receiver
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ESP Chapter 8. The sender should know his or her ____.
A. place B. personality C. communication flaws D. objective |
Answer: objective
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ESP Chapter 8. If face to face, the sender should evaluate ____ and avoid noisy settings.
A. the physical surroundings B. his or her own personal flaws C. the personal flaws of the receiver D. the time limits placed on the communication |
Answer: the physical surroundings
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ESP Chapter 8. The sender should review the message in ____ before saying it.
A. his or her office B. the office of the receiver C. his or her head D. the presence of another employee |
Answer: his or her head
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ESP Chapter 8. The sender should use language and nonverbal cues that are ____.
A. short B. lengthy C. complicated D. understandable |
Answer: understandable
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ESP Chapter 8. True or False. The sender should react defensively, if appropriate.
A. True B. False |
Answer: False. The sender should not react defensively.
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ESP Chapter 8. When giving feedback, you should examine ____.
A. the perceived motives of the sender B. your own motives C. your sentence structure D. the perceived intelligence of the sender |
Answer: your own motives
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ESP Chapter 8. When giving feedback, you should consider the receiver’s ____ to hear feedback.
A. readiness B. ability C. time D. reluctance |
Answer: readiness
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ESP Chapter 8. When giving feedback, you should give it ____.
A. several days later B. promptly C. several hours later D. several minutes later |
Answer: promptly
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ESP Chapter 8. When giving feedback, you should be ____.
A. evaluative rather than descriptive B. descriptive rather that evaluative C. more positive than negative D. more negative than positive |
Answer: descriptive rather than evaluative
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ESP Chapter 8. When giving feedback, you should deal in ____, not ____.
A. specifics, not generalities B. generalities, not specifics C. intention, not in content D. content, not intent |
Answer: specifics, not generalities
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ESP Chapter 8. When giving feedback, you should describe ____ events.
A. theoretical B. past C. future D. concrete |
Answer: concrete
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ESP Chapter 8. When giving feedback, you should ____ feedback, not ____ it.
A. impose, offer B. offer, impose C. give, receive D. encourage, fear |
Answer: offer, impose
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ESP Chapter 8. True or False. When giving feedback, you should avoid overload and focus only on what is important and changeable.
A. True B. False |
Answer: True
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ESP Chapter 8. When giving feedback, you should avoid words or phrases that trigger ____ reactions.
A. physical B. positive C. emotional D. negative |
Answer: emotional
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ESP Chapter 8. True or False. You should realize that not providing feedback is a message in itself.
A. True B. False |
Answer: True
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ESP Chapter 8. One way to counteract resistance to feedback is by asking your employees to give you ____.
A. feedback B. respect C. time D. attention |
Answer: feedback
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ESP Chapter 8. When you ask for feedback, monitor your ____ carefully.
A. time B. attention C. reactions D. employee |
Answer: reactions
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ESP Chapter 8. Before asking for feedback, be sure that you are open to hearing information that may alter your ____.
A. mood B. lifestyle C. career D. perceptions |
Answer: perceptions
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ESP Chapter 8. When it comes to emotions, perception is ____.
A. reality B. imaginative C. positive D. negative |
Answer: reality
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ESP Chapter 8. You should express your ____ for the feedback.
A. appreciation B. dislike C. regret D. need |
Answer: appreciation
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ESP Chapter 8. ____ means giving your undivided attention to another person.
A. Monitoring B. Active Listening C. Focused Communication D. Focused Attention |
Answer: Active Listening
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ESP Chapter 8. True or False. To be an Active Listener, you should face away from the worker, avoiding eye contact.
A. True B. False |
Answer: False
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ESP Chapter 8. To be an Active Listener, you should show concern through ____.
A. facial expressions B. hand expressions C. verbal expressions D. criticism |
Answer: facial expressions
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ESP Chapter 8. To be an Active Listener, you should ____.
A. multi-task B. wait patiently C. encourage the conclusion of the communication D. evaluate the message |
Answer: wait patiently
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ESP Chapter 8. True or False. To be an Active Listener, you should interrupt when needed.
A. True B. False |
Answer:
B. False. You should avoid interrupting. |
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ESP Chapter 8. To be an Active Listener, you should listen to ____ things are being said.
A. which B. when C. how D. about whom |
Answer: how
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ESP Chapter 8. The basic principles of active listening include all of the following except ____.
A. Listen while making judgments B. Try to identify employees’ feelings C. Paraphrase what was just said to you D. Ask questions to find out how to meet the employees needs |
Answer: Listen while making judgments
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ESP Chapter 8. ____ questions will provide more info than ____ questions.
A. Closed ended, open ended B. Open ended, closed ended C. Positive, negative D. Negative, positive |
Answer: Open ended, closed ended
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ESP Chapter 8. You should keep in mind each employee is ____.
A. different B. basically the same C. a subordinate D. a friend |
Answer: different
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ESP Chapter 8. Tue or False: You should use simple and direct language.
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Answer: True
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ESP Chapter 8. To engage in Active Listening, you should ____ what is important for your worker to understand.
A. stress B. document C. repeat D. highlight |
Answer: repeat
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ESP Chapter 8. To engage in Active Listening, you should communicate the same message in ____ way(s).
A. the same way B. multiple C. only one D. different ways |
Answer: different ways
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ESP Chapter 8. To engage in Active Listening, you should use ____ questions.
A. closed ended B. open ended C. positive D. negative |
Answer: open ended
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ESP Chapter 8. To engage in Active Listening, ____ communication is best.
A. telephone B. written C. electronic D. face-to-face |
Answer: face-to-face
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ESP Chapter 8. When considering electronic communication, ____, if used well, can be very effective.
A. message boards B. chat rooms C. e-mail D. text messaging |
Answer: e-mail
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ESP Chapter 8. True or False. When electronic communication is used improperly, it can be alienating.
A. True B. False |
Answer:
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ESP Chapter 8. The principle difficulty with e-mail is that it cannot communicate ____.
A. goals B. tone C. expectations D. timeframes |
Answer: tone
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ESP Chapter 8. Sensitive messages are better delivered ____.
A. in person B. electronically C. through an intermediary D. in writing |
Answer: in person
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ESP Chapter 8. True or False. When sending e-mail to many people, most everyone will interpret the message the same way.
A. True B. False |
Answer: False
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ESP Chapter 8. You should never pass along “joke” e-mails, no matter how cute or funny you may find them because they ____.
A. may not be understood due to cultural differences B. may not be understood due to intelligence levels C. may be offensive to someone else D. may add to the clutter of departmental inboxes |
Answer: they may be offensive to someone else
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ESP Chapter 8. Remember the ____ button is delivered to more parties than you think.
A. forward B. delete C. reply all D. compose |
Answer: reply all
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ESP Chapter 8. To communicate with a diverse workforce, you should recognize the ____ in your work group.
A. tenure B. rank C. diversity D. weaknesses |
Answer: diversity
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ESP Chapter 8. To communicate with a diverse workforce, you should be sensitive to the ____ of all members.
A. desires B. wants C. requests D. needs |
Answer: needs
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ESP Chapter 8. To communicate with a diverse workforce, you need to have patience and show respect for workers by treating them as ____.
A. a cog in the wheel B. part of the greater good C. individuals D. subordinates |
Answer: individuals
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ESP Chapter 8. In the near future, ____ (born between 1946 and 1964) will reach retirement age.
A. Generation X B. Generation Y C. Generation Z D. Baby Boomers |
Answer: Baby Boomers
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ESP Chapter 8. Persons born between 1965 and 1976 are known as ____.
A. Generation X B. Generation Y C. Generation Z D. Baby Boomers |
Answer: Generation X
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ESP Chapter 8. Persons born between 1946 and 1964 are known as ____.
A. Generation X B. Generation Y C. Generation Z D. Baby Boomers |
Answer: Baby Boomers
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ESP Chapter 8. Persons born between 1977 and 1997 are known as ____.
A. Generation X B. Generation Y C. Generation Z D. Baby Boomers |
Answer: Generation Y
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ESP Chapter 8. All of the following are aspects of intercultural communication, except ____.
A. Language B. Nonverbal Communication C. Perspectives D. Age |
Answer: Age
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ESP Chapter 8. When considering the language aspect of intercultural communication, you should use clear, concise language and avoid using ____.
A. descriptions B. rules C. regulations D. slang |
Answer: slang
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ESP Chapter 8. When considering the nonverbal communication aspect of intercultural communication, you should remember that you and the worker are always communicating through ____ and ____.
A. signals and gestures B. words and deeds C. signals and deeds D. words and gestures |
Answer: signals and gestures
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ESP Chapter 8. True or False. Different cultures have the same body language signals.
A. True B. False |
Answer: False
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ESP Chapter 8. When considering the perspectives aspect of intercultural communication, if conflict occurs, consider the possibility that it is based on differences in ____.
A. intellect B. background C. skills D. seniority |
Answer: background
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ESP Chapter 8. To improve our communication skills, we have to become ____.
A. active listeners B. effective communicators C. patient D. open-minded |
Answer: active listeners
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ESP Chapter 8. ____ is a key component of effective communication, means understanding what the other person is saying.
A. communicating B. listening C. hearing D. feedback |
Answer: listening
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ESP Chapter 8. One barrier to communication occurs when the ____ jumps to conclusions or hears only what he or she wants to hear.
A. messenger B. sender C. receiver D. supervisor |
Answer: receiver
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ESP Chapter 8. What is the average rate of speech for most Americans (words per minut
E.? A. 200 B. 125 C. 75 D. 150 |
Answer: 125
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ESP Chapter 8. A good way to counteract resistance to feedback is by asking your employees____.
A. monitor your reaction and then provide feedback B. to listen and provide a written response C. offer feedback, do not try to impose it, only deal in specifics D. to give you feedback as well on your own performance |
Answer: to give you feedback as well on your own performance
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ESP Chapter 8. ____ is the receivers response to a message---an important part of the two-way communication process.
A. general communication B. formal communication C. feedback D. paralanguage |
Answer: feedback
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ESP Chapter 8. This type of communication concerns how something is said rather what is said.
A. medium B. feedback C. paralanguage D. verbal |
Answer: paralanguage
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ESP Chapter 8. The____: what is being sent-a memo, a sentence, an e-mail, or some other sort of signal sent to the receiver.
A. message B. sender C. feedback D. noise |
Answer: message
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ESP Chapter 8. ____ communication is the most obvious form of symbolic communication.
A. informal B. formal C. verbal D. symbolic |
Answer: verbal
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ESP Chapter 8. Other barriers to communication may arise in the ____.
A. message B. feedback loop C. noise D. facial expressions |
Answer: feedback loop
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ESP Chapter 8. This is a form of non-verbal communication, your clothes, the way you carry yourself, volume you use when you speak, reflects who you are.
A. meaning communication B. non verbal queues C. symbolic communication D. personal style |
Answer: personal style
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ESP Chapter 8. Communication also occurs nonverbally- through ____.
A. hand gestures B. facial expressions and posture C. silence D. all of the above |
Answer: all of the above
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ESP Chapter 8. Identify some basic guidelines for active listening. Find the correct statement.
A. Listen to the tone of the employee, paraphrase, make constant eye contact, ask questions that have a yes or no answer B. Listen to what the employee is saying, try to identify and acknowledge employees feelings, paraphrase, ask open ended questions. C. listen to what the employee and make judgments, paraphrase, identify the employees feelings, ask open ended questions D. Try to be sensitive towards the employee, try not to judge the employee, select only simple language, be respectful when speaking with employees |
Answer: Listen to what the employee is saying, try to identify and acknowledge employees feelings, paraphrase, ask open ended questions.
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ESP Chapter 8. Remember that it is always better to ask for and to give more information ____ than it is to be disappointed by the results ____.
A. in the present, in the past B. today, tomorrow C. now, later D. this year, next year |
Answer: now, later
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ESP Chapter 8. Poor communication can lead to ?(which is not correct)
A. conflict B. resistance to change C. low morale D. ineffectiveness |
Answer: ineffectivenessThe exchange of information, facts, ideas, and meanings is ____.
A. noise B. communication C. non-verbal message D. paralanguage |
