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Chapter 2
MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.
1) Teams
A) are two or more people working together
B) are less important in the workplace
C) share many goals
D) none of the above
Answer: A
Diff: 1 Page Ref: 20
2) Identify the item listed below that is not a way teams help organizations succeed.
A) increase information and knowledge B) increase groupthink among members
C) increase diversity of views D) increase performance levels
Answer: B
Diff: 1 Page Ref: 20
3) Teams can increase performance levels by
A) reducing tension between workers
B) unleashing creativity and energy in workers who share a sense of purpose
C) reducing boredom
D) all of the above
Answer: D
Diff: 2 Page Ref: 20
4) A key advantage of teamwork is
A) it is easier to get a consensus B) work is usually done more quickly
C) improved acceptance of solutions D) all of the above
Answer: C
Diff: 2 Page Ref: 21
5) Teams tend to be ineffective when there is/are
A) few members B) only one focus
C) high involvement D) hidden agendas
Answer: D
Diff: 2 Page Ref: 21
6) Organizational communication can be achieved most effectively through group meetings
A) always
B) only when an organization has expert communicators
C) when group dialogue stays between the team leader and individual
D) when memos and individual conversations won't accomplish your goals
Answer: D
Diff: 1 Page Ref: 21
7) The key to productive meetings is careful planning of
A) purpose, participants, location, and agenda
B) ethics, purpose, rules of order, and location
C) ethics, purpose, location, and agenda
D) purpose, participants, location, and protocol
Answer: A
Diff: 2 Page Ref: 21, 22
8) When belonging to a team is more important to members than making the right decision, that team may develop what is termed
A) increased performance levels B) groupthink
C) effective team work D) diversity of views
Answer: B
Diff: 2 Page Ref: 21
9) Hidden agendas occur in teams when team members
A) read one another's nonverbal messages
B) don't contribute their fair share
C) place greater value on belonging to a team than making right decisions
D) have private motives that affect the group's interaction
Answer: D
Diff: 2 Page Ref: 21
10) The purpose of developing a team is
A) to get members to collaborate on necessary tasks
B) to allow weak employees to contribute
C) to get every employee to think alike
D) to create a tighter organization
Answer: A
Diff: 2 Page Ref: 22
11) Effective teams do all of the following except
A) have a clear sense of purpose B) think creatively
C) reach decisions by consensus D) defer decisions to management
Answer: D
Diff: 2 Page Ref: 21
12) The key to productive meetings is careful planning of
A) risks B) lunch
C) hidden agendas D) purpose, participation and place to meet
Answer: D
Diff: 2 Page Ref: 21
13) The two main types of meetings are
A) informational and decision-making B) problem and solution
C) focused and free-form D) analytical and comprehensive
Answer: A
Diff: 2 Page Ref: 21
14) If the purpose of your meeting is to solve a problem, develop a plan, or reach a decision, you should try to limit the number of participants to
A) 2 to 3
B) 15 to 20
C) 6 to 12
D) do not limit the number of participants
Answer: C
Diff: 2 Page Ref: 21
15) When selecting participants for a team meeting, you should
A) include only the senior level workers on the project
B) include everyone who might possibly have any connection to the topic at hand
C) include only those people whose presence is essential
D) include as many people as you can fit in the room where the meeting will be
Answer: C
Diff: 2 Page Ref: 21
16) An effective agenda answers which of the following questions?
A) What issues will be of greatest importance to all the participants?
B) What do we need to do in this meeting to accomplish our goals?
C) What needs do each of the participants have?
D) A and B apply
Answer: D
Diff: 3 Page Ref: 22
17) The bad listener
A) takes detailed notes B) nods a lot
C) asks questions D) tunes out if the delivery is poor
Answer: D
Diff: 2 Page Ref: 26
18) Effective listeners
A) fight or avoid distractions
B) take complete notes
C) judge content and skip over delivery errors
D) none of the above
Answer: B
Diff: 2 Page Ref: 26
19) Identify the one trait that does not characterize a responsible leader of a meeting.
A) paces the presentation and discussion B) keeps the meeting moving along
C) dominates the meeting D) summarizes meeting achievements
Answer: C
Diff: 1 Page Ref: 22
20) The listening process involves
A) interrupting B) knowing
C) registering D) remembering
Answer: D
Diff: 2 Page Ref: 25
21) The most effective meetings are those in which
A) only the group leader talks B) everyone participates
C) parliamentary procedure is ignored D) only the experts on the topic talk
Answer: B
Diff: 1 Page Ref: 22
22) As a leader, if one person is dominating the meeting and not letting others contribute, you should
A) ask that person to leave the meeting
B) politely point out that time is limited and that others need to be heard from too
C) ignore the situation but not invite that person to the next meeting
D) all of the above
Answer: B
Diff: 2 Page Ref: 22
23) To close a meeting effectively you should
A) summarize the group's conclusions B) review who has agreed to do what
C) list the actions to be taken D) all of the above
Answer: D
Diff: 1 Page Ref: 23
24) Minutes should be taken
A) only at larger or more formal meetings
B) only at smaller or more informal meetings
C) at every meeting
D) only when some members of the group cannot be present
Answer: A
Diff: 2 Page Ref: 24
25) All of the following are elements in the listening process except
A) interpreting B) evaluating C) remembering D) focusing
Answer: D
Diff: 3 Page Ref: 25
26) The receiving element in the listening process can be blocked by
A) inattention B) noise
C) impaired hearing D) all of the above
Answer: D
Diff: 2 Page Ref: 25
27) Which of the following is a barrier to effective listening?
A) maturity
B) attentiveness
C) prejudges and operates on assumptions
D) all of the above
Answer: C
Diff: 1 Page Ref: 25-26
28) Most of us listen
A) better when we are tired
B) better when the subject matter is complex
C) very effectively since it is such an easy skill
D) very ineffectively-remembering about half of what we hear
Answer: D
Diff: 1 Page Ref: 25
29) In selective listening, the listeners
A) tend to take control of the conversation
B) distort the message by tuning out anything that doesn't confirm their assumptions
C) tune out until they hear something that gets their attention
D) all of the above
Answer: C
Diff: 2 Page Ref: 25
30) In part, ineffective listening is caused because
A) people are uninterested in the subject matter
B) people are unable to think originally
C) people think faster than they speak
D) all of the above
Answer: C
Diff: 2 Page Ref: 26
31) Which of the following is a trait of effective listening?
A) listening to someone that is speaking while ignoring other sounds
B) paraphrasing the speaker's ideas at the end of the presentation
C) finding areas of interest in common with someone sitting beside you
D) interrupting the speaker
Answer: A
Diff: 1 Page Ref: 27
32) Which listener makes little or no eye contact?
A) the ineffective listener B) the reluctant listener
C) the effective listener D) the surface listener
Answer: A
Diff: 1 Page Ref: 26
33) Which listener is distracted by stylistic differences?
A) the surface listener B) the reluctant listener
C) the effective listener D) the ineffective listener
Answer: D
Diff: 1 Page Ref: 26
34) Which listener judges content and not delivery?
A) the effective listener B) the reluctant listener
C) the ineffective listener D) the surface listener
Answer: A
Diff: 2 Page Ref: 26
35) Which listener exhibits an active body state?
A) the ineffective listener B) the effective listener
C) the reluctant listener D) the surface listener
Answer: B
Diff: 1 Page Ref: 26
36) Which listener mentally paraphrases key points?
A) the ineffective listener B) the surface listener
C) the reluctant listener D) the effective listener
Answer: D
Diff: 1 Page Ref: 26
37) Which listener takes no notes?
A) the surface listener B) the ineffective listener
C) the reluctant listener D) the effective listener
Answer: D
Diff: 2 Page Ref: 26
38) Which listener interrupts whenever they disagree or don’t understand?
A) the effective listener B) the surface listener
C) the reluctant listener D) the ineffective listener
Answer: A
Diff: 1 Page Ref: 26
39) Which listener listens passively?
A) the reluctant listener B) the effective listener
C) the ineffective listener D) the surface listener
Answer: C
Diff: 1 Page Ref: 26
40) What percentage of a company's daily contact comes via the telephone?
A) 95% B) 50% C) 80% D) 40%
Answer: A
Diff: 3 Page Ref: 27
41) Which of the following is a valid claim in regard to using the telephone and voice mail to conduct business?
A) When using the telephone and voice mail, you gain a great deal of the nonverbal richness that accompanies virtual conversation.
B) Voicemail is a proven method of leaving detailed business messages.
C) Your attitude and tone of voice can mask your confidence and professionalism.
D) Your voice and attitude can impress others with your eagerness to help, your willingness to listen, and your ability to communicate clearly.
Answer: D
Diff: 1 Page Ref: 27
42) If you answer the telephone for someone else, which of the following should you note?
A) the caller's age and education B) the caller's name
C) the caller's number D) all but C
Answer: D
Diff: 1 Page Ref: 27
43) Which of the following is a form of nonverbal communication?
A) touching behaviour B) education
C) language D) all of the above
Answer: A
Diff: 1 Page Ref: 30
44) Identify the one item that is a valid claim concerning touching behaviour.
A) can always be interpreted as sexual harassment
B) lower-status personnel are less likely to touch than higher-status employees
C) conceals warmth, comfort, and reassurance
D) norms for touching behaviour are predictable
Answer: B
Diff: 1 Page Ref: 31
45) Identify the one item that is a method for improving your nonverbal communication.
A) smile all the time
B) expect business professionals to change their attitudes toward time
C) use touch often
D) maintain the eye contact
Answer: B
Diff: 1 Page Ref: 30
46) If you absolutely must put a customer on hold briefly or transfer the call you should…
A) smile all the time
B) give reasons for your actions
C) tell them to call directory assistance
D) all of the above
Answer: B
Diff: 2 Page Ref 28
47) The key to making effective telephone calls is to plan ahead. One way to do this by…
A) calling frequently
B) leaving short messages
C) asking open-ended questions
D) scheduling the call to consider your readiness and the time of day where you are calling.
Answer: D
Diff: 2 Page Ref: 28
TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.
48) Teams contribute to performance levels by filling the individual worker's feeling of belonging to a group.
Answer: TRUE
Diff: 1 Page Ref: 20
49) Small-group meetings are almost always productive.
Answer: FALSE
Diff: 2 Page Ref: 21
50) While working in teams is productive for the individual, the group effort is less creative than an individual effort.
Answer: FALSE
Diff: 2 Page Ref: 21
51) Groupthink leads team members to set aside their personal opinions and go along with everyone else, even if everyone else is wrong.
Answer: TRUE
Diff: 1 Page Ref: 21
52) Some managers report that little more than half of their meetings were actually productive and that a quarter of them could have been handled by a phone call or a memo.
Answer: TRUE
Diff: 1 Page Ref: 21
53) You can always achieve the purpose of organizational communication most effectively through group meetings.
Answer: FALSE
Diff: 1 Page Ref: 21
54) Effective teams have a clear sense of purpose.
Answer: TRUE
Diff: 2 Page Ref: 21
55) Even small, informal meetings can benefit from an agenda.
Answer: TRUE
Diff: 1 Page Ref: 21
56) If a meeting is purely for informational purposes and one person will be doing most of the talking, you can include a relatively large group.
Answer: TRUE
Diff: 2 Page Ref: 21
57) For work sessions, afternoon and even night meetings are most productive.
Answer: FALSE
Diff: 1 Page Ref: 22
58) If you make sure all agenda items are specific, you can help participants prepare in advance with facts and figures.
Answer: TRUE
Diff: 1 Page Ref: 22
59) Good leaders clearly dominate any meeting.
Answer: FALSE
Diff: 2 Page Ref: 22
60) A good meeting is a series of dialogues between individual members and the leader.
Answer: FALSE
Diff: 1 Page Ref: 22
61) It's important to limit the time spent on each agenda item.
Answer: TRUE
Diff: 1 Page Ref: 22
62) At the conclusion of a successful meeting, it is not necessary to tie up loose ends
Answer: FALSE
Diff: 1 Page Ref: 23
63) Summarizing the conclusions of the discussion at the end of a meeting wastes valuable time.
Answer: FALSE
Diff: 0 Page Ref: 23
64) Your ability to listen effectively is directly related to your success in meetings, conversations, phone calls, and other group relationships.
Answer: TRUE
Diff: 1 Page Ref: 25
65) Effective listening requires the listener to separate fact from opinion and evaluate the quality of the evidence.
Answer: TRUE
Diff: 1 Page Ref: 25
66) People often speak much faster than they can think.
Answer: FALSE
Diff: 1 Page Ref: 26
67) Effective listening allows an organization to manage growing diversity both in the workforce and in the customers it serves.
Answer: TRUE
Diff: 1 Page Ref: 26
68) Effective telephone communication requires planning, just as a group meeting does.
Answer: TRUE
Diff: 1 Page Ref: 27
69) In decision-making meetings participants persuade, analyze, and solve problems.
Answer: TRUE
Diff: 1 Page Ref: 21
70) To make the most of a phone conference, it's important to spend time to have a personal conversation.
Answer: FALSE
Diff: 1 Page Ref: 28
71) Voice mail is most effective for short, unambiguous messages.
Answer: TRUE
Diff: 1 Page Ref: 29
72) It's important to update your greetings to reflect your schedule and leave special announcements.
Answer: TRUE
Diff: 1 Page Ref: 29
73) It's wise to avoid unpleasant encounters by using voice mail.
Answer: FALSE
Diff: 1 Page Ref: 29
74) Your tone and attitudes shape the way others perceive you and your messages.
Answer: TRUE
Diff: 1 Page Ref: 31
75) Nonverbal communication is like verbal communication in terms of intent and spontaneity.
Answer: FALSE
Diff: 2 Page Ref: 30
76) Actions really do speak louder than words.
Answer: TRUE
Diff: 1 Page Ref: 30
77) You can avoid giving others conflicting signals by paying attention to your nonverbal cues.
Answer: TRUE
Diff: 1 Page Ref: 30
78) Gestures convey meaning in and of themselves.
Answer: FALSE
Diff: 3 Page Ref: 30
79) It's important to maintain eye contact with your audience.
Answer: TRUE
Diff: 1 Page Ref: 30
80) A handshake is not important in nonverbal communication
Answer: FALSE
Diff: 1 Page Ref: 31
81) It is always a good idea to maintain audience focus when making a telephone call.
Answer: TRUE
Diff: 2 Page Ref: 28
82) It is wise to begin every business conversation with a lot of small talk to show that you are friendly.
Answer: FALSE
Diff: 2 Page Ref 28
SHORT ANSWER. Write the word or phrase that best completes each statement or answers the question.
83) A unit of two or more people who work together to achieve a goal is a/an __________.
Answer: Team
Diff: 1 Page Ref: 20
84) The willingness of individuals to set aside their personal opinions and go along with everyone else, even if everyone else is wrong, is termed __________.
Answer: Groupthink
Diff: 2 Page Ref: 21
85) Meetings in which participants persuade, analyze, and solve problems are called __________ meetings.
Answer: Decision-making
Diff: 2 Page Ref: 21
86) Team members who don't contribute their fair share to the group's activities are called __________.
Answer: Free riders
Diff: 3 Page Ref: 21
87) Another term for voice mail is voice __________.
Answer: .EXPVoice mail is just a part of what is now called voice processing.
Diff: 3 Page Ref: 29
88) The most basic form of communication is __________.
Answer: Nonverbal
Diff: 3 Page Ref: 30
89) Cues, gestures, facial expressions, spatial relationships, and attitudes toward time are all elements of __________ communication.
Answer: Nonverbal
Diff: 2 Page Ref: 30
90) Most people can deceive others much more easily with __________ than they can with their bodies.
Answer: Words
Diff: 2 Page Ref: 30
91) __________, __________, and __________ are three forms of nonverbal communication.
Answer: Facial expressions, gestures, posture, tone, attitude, personal appearance, touching behaviour and use of time and space: any three of these forms of nonverbal communication will serve.
Diff: 2 Page Ref: 30, 31
92) __________, __________, and __________ are three additional forms of nonverbal communication.
Answer: Facial expressions, gestures, posture, tone, attitude, personal appearance, touching behaviour and use of time and space: any three of these forms of nonverbal communication will serve.
Diff: 2 Page Ref: 30, 31
93) __________ behaviour differs across cultures and is governed by relatively strict customs.
Answer: Touching behaviour
Diff: 2 Page Ref: 31
94) __________ is an important way to convey warmth, comfort, and reassurance.
Answer: Touching
Diff: 2 Page Ref: 31
95) __________ has become controversial because it can be interpreted as sexual harassment.
Answer: Touching
Diff: 2 Page Ref: 31
96) The __________ listener works hard and exhibits active body states.
Answer: Effective
Diff: 2 Page Ref: 26
97) The __________ listener fakes attention.
Answer: Ineffective
Diff: 2 Page Ref: 26
98) Don’t call from a noisy pay phone or an area with a lot of background noise if you want to ______________ distractions.
Answer: Eliminate
Diff 2: Page Ref: 28
99) Before you hang up, be sure to close in a ___________ manner.
Answer: positive or friendly
Diff 2: Page Ref: 28
ESSAY. Write your answer in the space provided or on a separate sheet of paper.
100) Discuss at least two ways that teams help an organization succeed.
Answer: Any two of the following should be listed. 1) Increasing information and knowledge. 2) Increasing the diversity of views. 3) Increasing the acceptance of a solution. 4) Increasing performance levels.
Diff: 2 Page Ref: 20, 21
101) Outline the four elements necessary to plan a productive meeting.
Answer: 1) Decide on your purpose—informative or decision-making. 2) Select participants—involve only those whose presence is essential. 3) Choose an appropriate location—consider time, and seating arrangements. 4) Set and follow and agenda—distribute it ahead of time.
Diff: 2 Page Ref: 21, 22
102) List and explain at least three phases of the listening process.
Answer: The listening process includes the following steps: 1) Receiving—hearing and taking note of the message. 2) Interpreting—assigning meaning to sounds; determining what the speaker really means. 3) Remembering—retaining what you hear. 4) Evaluating—applying critical thinking skills to weigh the speaker's remarks. 5) Responding—reacting to the speaker's message.
Diff: 3 Page Ref: 25
103) List the three barriers to effective listening.
Answer: 1) Prejudgment—distorting messages by tuning out anything that doesn't confirm your assumptions. 2) Self-centeredness—taking control of the conversation rather than listening. 3) Selective listening—letting your mind wander; tuning out until you hear something that gets your attention.
Diff: 3 Page Ref: 25-26
104) List four of the six categories of nonverbal communication.
Answer: The six categories include: facial expression; gesture and posture; vocal characteristics; personal appearance; touching behaviour; use of time and space.
Diff: 3 Page Ref: 30, 31
105) List ten suggestions for improving your listening skills.
Answer: 1) Find areas of interest—ask what does the speaker know that you can learn. 2) Judge content not delivery—evaluate and criticize the content, not the speaker. 3) Hold your fire—don't interrupt, decrease the emotional impact of what's being said. 4) Listen for ideas—listen for concepts and key ideas as well as for facts. 5) Take selective notes—take meaningful, brief notes. 6) Work at listening—look for the unspoken message, pay attention to expressions and tone of voice. Provide feedback; maintain eye contact. 7) Block out competing thoughts—fight distractions. 8) Paraphrase the speaker's ideas—make sure you are understanding the message. 9) Stay open-minded—ask questions and reserve judgment. 10) Capitalize on the fact that thought is faster than speech—anticipate the next point.
Diff: 3 Page Ref: 26, 27
106) List seven suggestions to make more effective telephone calls.
Answer: Be ready before you call by making an outline and speaking notes. Schedule the call and be sure to consider your readiness and the time of day where you are calling. Eliminate distractions by avoiding noisy areas or public pay phones. Make clear and comprehensive introductions, state the purpose of your call and greet the person you are speaking to. Don’t take up too much time in small talk or complaining how difficult it was to get in touch with the person. Maintain audience focus throughout the call by asking good questions and providing clear answers. Close in a positive and friendly manner and be sure to check to see if you both agree to any action that either party will take.
107) List six tips to receiving calls for effectively.
Answer: Answer promptly and with a smile and be sure to speak slowly and clearly so people will understand your greeting. Identify yourself, your company and the department you work to help build an instant relationship. Establish the needs of your caller by asking how you can help. Be positive and convey confidence by avoiding vague phrases. Take complete and accurate messages by repeating names, numbers, emails and dates to make sure you have them right. Give reasons for your actions if you need to put a caller briefly on hold or transfer the call.
old or transfer the call.