Communication and Management Essentials Quiz

What is communication?

• The process of sending and receiving information without any response or action

• The process of receiving information only

• The process of sending information only

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

What are three barriers to communication?

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

• Lack of resources, Lack of interest, Lack of technology

• Lack of feedback, Lack of attention, Lack of empathy

• Lack of understanding, Lack of preparation, Lack of motivation

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 speak loudly and clearly to convey a message

• The ability to read body language to understand a message

What are the 7 guidelines to be an effective listener?

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

• 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, Don't interrupt and don't finish the other person's sentences in your mind or out loud, 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, 'What do you want?' 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?' or some other question that asks why the caller is calling

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

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

• Not mentioned in the text

• Partially true

• False

• True

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

• True

• Not mentioned in the text

• False

• Partially true

What is Empathy?

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

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

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

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

Define Diversity.

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

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

• Refers to the great variety of people and their backgrounds, experiences, opinions, religions, ages, but not talents and abilities

• Refers to the great variety of people and their backgrounds, experiences, opinions, but not religions, ages, talents and abilities

What is a stereotype?

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

• 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

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