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WorksheetsProfessional Communications Final Exam Review
Total questions: 89
Worksheet time: 45mins
which is NOT a basic element of communication
sender
message
thought process
receiver
what is NOT a step in the communication process
prioritizing
thinking
encoding
transmitting
which is NOT a communication style
passive assertive
aggresive
passive
assertive
what does a telephone display in the communication process
channel
info source
message
receiver
when someone isn't willing to compromise, it shows what communication style?
passive
aggressive
assertive
passive aggressive
Stephen answering Joe's question is an example of which of the following?
feedback
noise
message
receiver
what is not a discussed result of conflict
lack of motivation
smooth communication
reduction in productivity
loss of skilled workers
which statement describes a conflict
belief in someone's ability
mindset to maintain healthy relationships
disagreement where parties perceive a threat
ability to perform an action over others
what describes a conflict between a supervisor and subordinate
intrapersonal conflict
group conflict
intergroup conflict
interpersonal conflict
what describes a group conflict
conflict between two or more teams in the same organization, or different organizations
conflict between individuals
conflict among nations
conflict within a person
what is not a threat that causes a conflict
threat to one's person
threat to one's income
a threat to one's family
a threat to one's power
what describes the word power
belief in someone's ability
mindset to build healthy relationships
disagreement
ability to perform an action over the control of others
which is a relational factor that contributes to conflict
lack of trust
lack of consistancy
lack of a management plan
lack of communication skills
what is an example of conflict caused by a personal factor
poor work environment
concern over job security
tight deadlines
differing personalities
what describes a conflict management style
someone's preferred way to respond to conflict
ability to perform an action over others
belief in someone's ability
set of characteristics that distinguishes someone
what will be used in the accommodating conflict management style
I do not have time for you
whatever you decide works for me
it is not my business
I can help you on this
saying "I understand how you feel right now", is an example of which active listening skill
asking clarifying questions
having others share their perceptions
acknowledging other's feelings
capturing non-verbal cues
someone with a collaborative mind will NOT believe which statement
conflict is a mutual problem
in conflict people should only focus on personal goals
conflict resolution builds a relationship
conflict resolution takes effective communication
what is NOT a factor of successful mediation
timing
environment
mediator's age
attitudes of parties
what is used in the avoidance conflict management style
this is your problem
whatever you decide works for me
I don't want to talk about it
I can help you
the ability of an employee to take care of a customer's needs and make sure they are satisfied
employee responsibility
the customer is always right policy
customer service
employee service
what is NOT one of the four key characteristics of customer service
assertiveness
promptness
listening
professionalism
what is NOT an example of non-verbal communication
eye contact
facial expressions
listening
gestures
using open body language sends what type of message
positive
negative
aggressive
passive
what is NOT a component of paralinguistics
tone
pitch
inflection
facial expressions
facial expressions aid in all of the following BUT
setting the tone
providing feedback
giving clues of audience comprehension
breaking stress in the room
what is NOT a characteristic of NV communication
subconcious
contextual
uses words
cultural
ambiguous
what is not a function of NV communication
to humor others
to repeat
to substitute
to accent
to compliment
what is NOT a type of vocalic
pitch
volume
tone
language
rate
what is the suggested email format when job searching
lastname.careerfield@domain.com
lastname.collegename@domain.com
firstname.lastname@domain.com
it does not matter what your email is
what is the only time you might NOT need a cover letter
when submitting your resume in response to a newspaper add
when submitting your resume via email
when submitting your resume at a networking event
when submitting your resume through a recruiter
the first paragraph of a cover letter does NOT need to include...
the position of interest
reasons you're right for the position
emphasize your excitement
contact information
what is the main function of the second paragraph of a cover letter
to make yourself desirable
to arrange time for an interview
to describe your personality
to praise and flatter the reader
what is NOT a left-brain strength
language
writing
math
feelings
what is NOT a right brained strength
visual
spatial
logic
nonverbal
...likes talking with others and taking action
introverts
extroverts
politicians
... prefer to have others do the talking
introverts
extroverts
teachers
...like to take an objective approach and emphasize logic and analysis in their decisions
thinkers
feelers
....prefer emotion to logic
thinkers
feelers
when trying to achieve a goal...may jump to closure too quickly
judgers
perceivers
when trying to achieve a goal...like to consider all sides to a problem
judgers
perceivers
what communication model is a linear model used for public speaking, persuasion, propaganda
interactive model
shannon-weaver model
linear model
aristotle's model
in the Shannon-Weaver Model, what is a physical interference such as loud sounds that impact the reception of a message
noise
channel
person
message
what communication style is referred to as a "broken record"
assertive
aggressive
passive aggressive
passive
what communication style avoids conflict but manipulates the situation
passive aggressive
aggressive
asstertive
passive
what type of listening occurs in informal settings (like with friends)
passive
active
hearing and listening are the same thing
true
false
what is the interchange of thoughts, opinions or information by speech, writing or signs
conflict
communication
listening
what involves selecting the appropriate channel of communication for the message delivery
encoding
receiving
transmitting
decoding
what are the two types of listening
active and passive
active and relaxed
distracted and focused
passive and attentive
what conflict factor involves physical environment
personal
situational
relational
what percent of American's feel stressed at work
70%
25%
40%
90%
what is the most effective management style in most conflict
avoiding
competitave
assertive
collaborative
what conflict management style is high in assertiveness and low in cooperativenesss
collaborative
avoiding
competitive
what conflict management style refuses to deal with the conflict
collaborative
assertive
avoidance
competitive
saying "I'm sure we can find a solution for this issue", is what positive language skill
using relational building language
asking others to share their perceptions
actively listening
what is NOT a tool of resolving conflict
active listening
collaborative attitude
positive language
getting a mediator
asking "what do you think about it?" is an example of what active listening skill
collaborating
using relationship building language
asking people to share their perceptions
using positive language
what third party has clear control over the final agreement
a mediator
a facilitator
an arbitrator
what third party helps conflicting parties clarify the solution and decide on a solution
a mediator
an arbitrator
a facilitator
which of the third parties neither makes the final decision nor has extensive expertise related to the conflict
a mediator
a facilitator
an arbitrator
what is NOT a major type of factor that contributes to conflict
relationship
personal
situation
group
what third party is given authority, hears all sides of a case, discusses it with each party, and makes a final judgement
an aribitrator
a facilitator
a mediator
which if the third parties is involved when the conflicting parties think they can make a solution, but need someone to manage the process
a facilitator
an arbitrator
a mediator
asking "can you give me an example of what you mean" is an example of...
using relationship building statements
asking clarifying questions
listening the opinions of others
the manager of a restaurant was frustrated because a waitress was absent twice without any notification. instead of saying, "you are unreliable", the manager said "could you give me a little more notice." this is an example of...
using a relational statement
asking a reflective question
dealing with emotion
using a specific behavioral statement
when customers are leaving, it is important to thank them, even if...
they didn't buy anything
they bought a bunch of stuff
they say thank you
it is important to show customers that you are..... listening
passively
never
always
actively
when a customer is angry it is important to stay calm. this will....
lessen the anger
strengthen the anger
make them instantly happy
rule one in writing a business email is to always be
prompt
professional
over enthusiastic
the subject field shows the... of your email
purpose
body
important information
.... is used when there is one main recipient, but there are other people that know each other included
Cc
Bc
reply all
using reply all is... a good idea
never
always
rarely
emails are not ____. spell out words and use complete sentences.
text messages
letters
newspapers
standard response time for a business email is
24-48 business hours
12 hours
3 days
one week
how long should your resume be at the beginning of your career
half a page
one page
two pages
three pages
what is the most common style of resume
functional
mechanical
chronological
combination
a cover letter should NOT be
generic
one page
unique
how long should a cover letter typically be
half a page
one page
two pages
...is the body of research on the processing differences between the left and the right sides of the brain
hemisphericity
nonverbal communication
brain study
personal studies
tactile learners learn best by
seeing information
touch
lectures
the way you best retain information is your
learning style
hemispheric style
learners that prefer to see information
visual
auditory
tactile
learners that can absorb a lecture with little effort
tactile
auditory
visual
know your ______, it can help you study more efficiently
hemispheric style
learning style
personality
stengths
make the best use of your learning style, but ________ in skills that don't come easily to you
work harder
don't worry about
customer care is at the heart of a business being...
successful
correct
honorable
fun
..... is a statement describing your career interests and showing a reviewer what you hope to achieve through a position
introduction
career objective
conclusion
thesis
not willing to compromise is an example of which communication style
passive
aggressive
assertive
passive-aggressive
