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23 Cards in this Set
- Front
- Back
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Constructive criticism starts with
A) discussing the issues with colleagues who are most like you B) realizing that the advice (critique) cannot be modified C) respect between the parties involved D) self-confidence in realizing you do not need to change |
C) respect between the parties involved
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Evaluation information gained from listening to a presentation to improve performance on the job is termed
A) empathic listening B) critical listening C) content listening D) interpretive listening |
B) critical listening
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Feedback occurs when
A) an outside noise interferes with communication B) the channel chosen is appropriate for the message C) the speaker selects the appropriate words to communicate a message D) the listener responds to the message sent |
D) the listener responds to the message sent
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Physical movements, gestures, and posture are called
A) body language B) communication distracters C) the language of space and distance D) vocal enhancements |
A) body language
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Studies show that praise and criticism can be
A) a source of misunderstanding B) easy-to-use techniques for encouraging work teams C) effective when use often and equally with all employees D) positive motivators in the workplace |
D) positive motivators in the workplace
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The classified section of the public telephone directory, which includes a subject index of products and services available in the area, is called the
A) White Pages B) Internet section C) community information D) Yellow Pages |
D) Yellow Pages
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The human resources manager pauses during an office meeting because she notices several quizzical expressions on the faces of the staff. She is illustrating that communication
A) is irreversible B) is a process C) is not always verbal D) requires the attention of the listeners |
C) is not always verbal
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The key to effective communication is
A) understanding a shared meaning B) creating a relaxed atmosphere C) solving conflicts D) watching for nonverbal clues |
A) understanding a shared meaning
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The listener's initial perception of the information presented is affected MOST by
A) meaning assigned to the verbal and nonverbal cues by the listener B) the facts and opinions presented by the speaker C) the listener's readiness to participate in the session D) reviewing the summary of the session in the conference proceedings prior to the speaker's presentation |
D) reviewing the summary of the session in the conference proceedings prior to the speaker's presentation
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When you answer a telephone call, the caller
A) forms an impression about you and your organization B) knows instantly that you are ready and willing to be of assistance C) senses from the speed of your voice that you are knowledgeable about the message topic D) understands the intended meaning of the information you are conveying |
A) forms an impression about you and your organization
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Which one of the following behaviors inhibits the capacity of the listener to pay attention?
A) Concentrating on a topic the listener is interested in B) Memorizing details, facts and data presented C) Withholding judgment until the entire message has been heard D) Jotting down the main points of the presentation |
B) Memorizing details, facts, and data presented
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Which one of the following is the BEST way to answer an incoming telephone call?
A) "Good morning ... Peterson Systems. May I help you? B) "Good morning ... Peterson Systems ... Joanne Whitely speaking." C) "Hello ... Joanne speaking." D) "Peterson Systems ... good afternoon." |
B) "Good morning ... Peterson Systems ... Joanne Whitely speaking."
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You prepared last week's sales report and distributed it Tuesday morning to all the sales representatives. Brown, the sales manager, criticized you for not having the report ready Monday morning as usual and indicated that next week you need to be on time. Which one of the following is your BEST response?
A) Become defensive and blame Cooper, another administrative professional, for not collecting the data on time B) Indicate to Brown that you understand how important the report is, especially in Brown's work with the sales representatives C) Listen to Brown's words, nod, and return to your work area D) Tell Cooper, who collects the sales data, to get the data to you by Thursday of this week without fail. |
B)Indicate to Brown that you understand how important the report is, especially in Brown's work with the sales representatives
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As the sender of a message, you have control over
A) the language of the receiver of the message B) selection of words that the person you are contacting will understand C) the receiver's perceived meaning D) the receiver's preconceived notion of what the message is about |
B) selection of words that the person you are contacting will understand
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Effective use of positive communication skills will most likely result in
A) the productive resolution of office conflicts B) a more productive work environment but also a more stressful one C) less training needed for administrative professionals D) more individual problem solving expected of administrative professionals |
A) the productive resolution of office conflicts
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Feedback assists the sender in finding out if
A) the intended meaning of the message that was sent was understood B) the message was encoded appropriately C) the receiver sends a response to someone else D) the receiver asks someone else to respond to the message |
A) the intended meaning of the message that was sent was understood
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For communication to take place, an idea has to be formulated into a message during the part of the communication process called
A) transmitting the message B) encoding C) interpreting D) decoding |
B) encoding
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The exchange of information between speakers and listeners requires that
A) only the intended meaning is conveyed B) such communication is external in nature C) the roles of speakers and listeners are shared D) nonverbal communication becomes less important |
C) the roles of speakers and listeners are shared
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The listener's ability to understand the message is affected most by
A) the development of the message to be sent B) the attention being paid to the speaker C) the speaker's ability to enunciate words clearly D) nonverbal messages sent by the listener to the speaker |
C) the speaker's ability to enunciate words clearly
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The reason you should consider nonverbal messages as clues rather than facts is
A) nonverbal clues are similar from one culture to another B) nonverbal signs do not happen in isolation C) the context of the communication encounter does not always have to be considered D) communication is a process |
B) nonverbal signs do not happen in isolation
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The responsibility of the participants in a conversation, both speaker and listener, is to
A) convey information that will clarify a point B) concentrate on the words being spoken at the time C) focus on the nonverbal cues or actions of the participants D) attempt to understand what others are saying and hearing |
D) attempt to understand what others are saying and hearing
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When you are in a face-to-face conversation, the distance you stand from someone communicates your
A) ability to handle diverse groups B) body language C) degree of comfort with that person D) interest in the topic |
C) degree of comfort with that person
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Which one of the following is an important communication outcome for the workplace?
A) Developing a plan for completing a particular task or project B) Influencing others to work toward achieving organizational goals C) Performing a given task or project D) Deciding on the performance standards once the task or project has been completed |
B) Influencing others to work towards achieving organizational goals
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