Communication and Management Essentials Quiz

What is communication?

• The process of sending and receiving information by talk, gestures, or writing for some type of response or action

• The process of sending and receiving information by email only

• The process of sending and receiving information by Morse code

• The process of sending and receiving information by telepathy

What are three barriers to communication?

• Lack of motivation, Lack of resources, Fear of public speaking

• Lack of time, Other pressing issues, Fear of confrontation

• Lack of interest, Lack of knowledge, Fear of change

• Lack of sleep, Lack of technology, Fear of heights

Define Listening.

• The ability to focus closely on what another person is saying to summarize the true meaning of a message

• The ability to ignore what another person is saying

• The ability to talk loudly over another person

• The ability to daydream while another person is speaking

What are the 7 guidelines to be an effective listener?

• Prepare to speak, Show that you're not paying attention, Interrupt and finish the other person's sentences, Don't ask questions to clarify

• Prepare to listen, Show that you're paying attention, Interrupt and finish the other person's sentences, Ask questions to clarify

• Prepare to listen, Show that you're paying attention, Don't interrupt and don't finish the other person's sentences in your mind or out loud, Ask questions to clarify

• Don't prepare to listen, Don't show that you're paying attention, Interrupt and finish the other person's sentences, Don't ask questions to clarify

What are the three things you need to say to answer a phone call professionally at a place of employment?

• The name of the establishment, Your name (the caller), Ask, 'How can I help you?' or some other question that asks why the caller is calling

• The name of the establishment, Your name (the caller), Ask, 'Can I help you?'

• The name of the establishment, Your name (the caller), Ask, 'What's up?'

• The name of the establishment, Your name (the caller), Ask, 'What do you want?'

You must maintain a positive, polite and courteous attitude when speaking with a caller.

• None of the above

• Sometimes true, sometimes false

• False

• True

Effective business writing answers the five 'W's', (which are Who, What, When, Where, Why) and How.

• None of the above

• Sometimes true, sometimes false

• False

• True

What is Empathy?

• The act of identifying with the feelings, thoughts, or attitudes of another person

• The act of ignoring the feelings, thoughts, or attitudes of another person

• The act of disagreeing with the feelings, thoughts, or attitudes of another person

• The act of not caring about the feelings, thoughts, or attitudes of another person

Define Diversity.

• Refers to the great variety of colors and their shades

• Refers to the great variety of food and their flavors

• Refers to the great variety of animals and their habitats

• Refers to the great variety of people and their backgrounds, experiences, opinions, religions, ages, talents and abilities

What is a stereotype?

• Specific observations that individuals make about particular groups that assume that some members of that group are different

• Generalizations that individuals make about particular groups that assume that some members of that group are the same

• Specific observations that individuals make about particular groups that assume that all members of that group are different

• Generalizations that individuals make about particular groups that assume that all members of that group are the same