IS 301 Exam 1 (Ch 2)

Which of the following terms best describes the process of sending and receiving verbal and nonverbal messages between two or more people? A. active listening process B. verbal communication process C. interpersonal communication process D. thought process E. review process

Which of the following is an example of psychological noise? A. Jenna's boss does not understand what she tells him because his hearing aid battery dies. B. Jenna's boss does not understand that when she says a product is "bad," she means she likes it. C. Jenna's boss does not take her complaint seriously because construction noise prevented him from hearing it. D. Jenna's boss does not take her complaint seriously because he thinks teenagers always exaggerate. E. Jenna's boss does not remember what she tells him because he has another meeting right after their conversation.

Which of the following is the process of accurately understanding one's own emotions as they occur and how they affect one's behavior and thought? A. self-management B. empathy C. relationship management D. shared meaning E. self-awareness

35. Which of the following is an impact of low self-management on interpersonal communication? A. One directs conversations to topics that are important to self. B. One focuses exclusively on the task at hand without paying attention to rapport-building. C. One provides indirect and vague feedback and ideas to others. D. One frequently vents frustrations without a constructive work purpose. E. One is unaware of his or her own emotional states and its related impacts on communication.

36. Which of the following is an impact of high self-management on interpersonal communication? A. One controls emotional impulses that are not aligned with work and relationship goals. B. One attempts to understand the feelings, perspectives, and needs of others. C. One engages in a me-first approach to work with colleagues. D. One accepts and even welcomes feedback and constructive criticism. E. One is aware of triggers and related tendencies to say the wrong thing.

Which of the following is an impact of high empathy on interpersonal communication? A. One controls emotional impulses that are not aligned with work and relationship goals. B. One directs conversations to topics that focus on the needs of others and self. C. One is aware of triggers and related tendencies to say the wrong thing. D. One spends a higher percentage of work conversations on work-related topics with a focus on solutions. E. One frequently vents frustrations without a constructive work purpose.

39. Which of the following is a strategy to improve relationship management? A. Engage in relaxation techniques to clear your mind. B. Practice self-talk and visualize yourself responding effectively to challenging interpersonal issues. C. Constantly evaluate your feelings and moods; attempt to understand your feelings as they occur. D. Build up the courage to have a difficult conversation. E. Reflect on personal strengths, weaknesses, and values.

Which of the following is a strategy to improve self-management? A. Encourage others who rarely speak up to voice their thoughts and feelings. B. Think about group dynamics and the related impacts on each team member. C. Examine strategies for overcoming impulses that compete with achieving your long-range goals. D. Think about your last reactions to the following experiences: joy, anger, self-doubt, frustration. E. Attend work-related social outings.

42. Which of the following is a domain of emotional intelligence? A. shared meaning B. sympathy C. self-management D. semantics E. synchronizing

Which of the following is an example of the active listening skill of clarifying? A. Trung leans slightly forward as he listens to others. B. Trung asks questions that demonstrate his desire to understand other points of view. C. Trung asks the other person to explain a point more completely. D. Trung expresses his own perspective after he has heard the other person. E. Trung pauses to think about what he has heard and then paraphrases it.

45. In a meeting with a supplier, Janice listens to his sales pitch and then says, "So the two main advantages of this product are that it will save us money and it is better for the environment. Is that correct?" What active listening skill has Janice used? A. clarifying B. paying attention C. reflecting D. summarizing E. sharing

A series of questions that attempt to deconstruct a business issue by moving from general to specific are known as _____ questions. A. rapport-building B. funnel C. probing D. closed E. solution-oriented

Customers have been complaining about the products produced by Derek's department. His team has checked all the equipment, but they cannot find the cause of the poor quality. What kind of questions would most help them with this issue? A. solution-oriented B. rapport-building C. probing D. closed E. funnel

What is the main difference between probing questions and solution-oriented questions? A. Probing questions move from general to specific, while solution-oriented questions move from specific to general. B. Probing questions tend to be analytical and focused, while solution-oriented questions tend to be casual and social. C. Probing questions tend to be closed, while solution-oriented questions tend to be open-ended. D. Probing questions seek to uncover root causes, while solution-oriented questions focus on what should be done. E. Probing questions tend to have a judger mindset, while solution-oriented questions tend to have a learner mindset.

During a budget meeting, Eva concludes her part of the talk and points to her presentation partner. What does this gesture most likely mean in context? A. She is indicating that it is his turn to speak. B. She is accusing him of interrupting her. C. She is blaming him for the poor budget numbers. D. She is giving him permission to ask a question. E. She is trying to get him to be quiet.

57. Kim is a salesperson who has learned to gauge her customers' interest from their eyes. Which of the following is most likely to indicate that her customer is carefully considering her product? A. small, constricted pupils in the eyes B. an abrupt look away by the eyes C. a rapid sideways movement of the eyes D. a lengthy sideways movement of the eyes E. fast blinking of the eyes

Tom always drops hand-written reports on his administrative assistant's desk and says, "Type this right away." What type of incivility is Tom committing? A. treating others without courtesy B. ignoring others C. disrespecting the dignity and worth of others D. disrespecting the efforts of others E. disrespecting the privacy of others

68. Which of the following is an example of disrespecting the dignity and worth of others? A. claiming credit for a co-worker's creative idea B. calling female co-workers "honey" or "baby" C. forwarding a confidential email from the boss D. arriving at a meeting late E. leaving a mess in the kitchen area

23. _____ is the process of converting meaning into messages composed of words and nonverbal signals. A. Decoding B. Encoding C. Translating D. Filtering E. Communicating

25. Loud music coming from the next room or distorted formatting in an email message are examples of _____ noise. A. physical B. psychological C. semantic D. physiological E. cognitive

27. Which of the following is an example of psychological noise? A. Jenna's boss does not understand what she tells him because his hearing aid battery dies. B. Jenna's boss does not understand that when she says a product is "bad," she means she likes it. C. Jenna's boss does not take her complaint seriously because construction noise prevented him from hearing it. D. Jenna's boss does not take her complaint seriously because he thinks teenagers always exaggerate. E. Jenna's boss does not remember what she tells him because he has another meeting right after their conversation.

29. Emotional _____ refers to a situation in which emotions control our behavior causing us to react without thinking. A. filtering B. hijacking C. blackmail D. noise E. intelligence

34. Which of the following domains of emotional intelligence is the "ability to accurately pick up on emotions in other people and understand what is really going on with them"? A. empathy B. relationship management C. self-management D. self-awareness E. pessimism

41. Which of the following is most likely to be true of those people who have low empathy? A. They often repress their emotions and then respond inappropriately to situations. B. They seize any opportunity to talk about their own past accomplishments. C. They frequently use meeting time to complain about issues unrelated to the current task. D. They go out of their way to explain company procedures to new co-workers. E. They listen carefully to what others say and then ask questions to clarify what they heard.

38. Juan tries to build rapport with the people on his project by checking in with them each day to see if they have any questions or concerns. What aspect of emotional intelligence does this behavior demonstrate? A. high empathy B. high self-awareness C. high relationship management D. low self-management E. low empathy

46. Which active listening skill involves demonstrating a learner mindset rather than a judger mindset? A. holding judgment B. paying attention C. reflecting D. summarizing E. sharing