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WorksheetsBus Comm Final Exam Review
Total questions: 35
Worksheet time: 18mins
Speeches, letters, blogs, voice mail and Tweets are all examples of which part of communication?
Feedback
Channel
Message
Environment
Getting coffee with a friend to catch up is an example of which communication context?
Group
Interpersonal
Mass
Intrapersonal
Lauren says "Can you hand me that thing over there?" Which barrier to communication does this demonstrate?
Physical
Information Overload
Ambiguity
Culture
Sean texts his best friend, Kaleb, to see if he wants to go laser tagging with him next weekend. Kaleb texts back that he would love to. What is message in this scenario?
Sean's invitation to go laser tagging
Kaleb's acceptance of the invitation
The text message itself
The model that focuses on negotiated meaning, or common ground between people during communication is...
Transactional Model
Constructivist Model
Communication Model
None of these
Which of the following statements is TRUE about soft skills?
Employers find soft skills to be less valuable than hard skills.
Soft skills are transferable to a variety of situations.
Hard skills are considered to be more difficult to teach than soft skills.
Soft skills focus on job-specific tasks or processes.
Which of the following would NOT be an example of an active listening strategy?
Reflecting back what was said
Passive encouraging statements
Offering solutions and advice
Validating the feelings of the speaker
Being aware of your nonverbal communication and recognizing how your response might influence the speaker are key elements of which part of the HURIER model?
Understanding
Interpreting
Evaluating
Responding
While his brother is talking about his day, Juan thinks he knows where the story is going and jumps in to try and finish it. Which barrier to listening is present in this scenario?
Defending your position
Entering the conversation
Advice
Thinking you know what they're going to say
Identifying reasons to remember what you hear and staying focused on the discussion/speaker are key elements of which part of the HURIER model?
Hearing
Remembering
Interpreting
Responding
Which of the following best paraphrases content of this message: "I felt really good about my revised paper because I thought the changes I made improved my explanation and I even had two other people read it! My dumb teacher said he couldn’t see a difference between this draft and the first."
So, your teacher thought you hadn't done much work but you put in a lot of effort and thought it was much better?
Aww man, that sucks.
It sounds like you're really frustrated that your teacher didn't recognize the changes you'd made.
None of these.
A method of active, effective listening that has six key components.
Active Listening
HURIER Model
Empathetic Listening
Paraphrasing
Which of the following is an example of a gesture?
Smiling
Crossing your arms
Waving
Staring
In this structure, the presentation is meant to teach new insights and abilities with the main purpose being to describe a new process, plan to fix a problem or learn something new.
Fact & Story
The Drama
Hook, Meat & Payoff
The Explanation
Choose the 4 P's of planning a presentation.
Purpose, Plan, Practice, Present
Pick a topic, Prepare, Practice, Present
Purpose, Plan, Prepare, Practice
Pick a topic, Purpose, Prepare, Practice
In this structure, the presenter utilizes "the hero's journey" and has a strong storytelling aspect.
Fact & Story
The Drama
The Explanation
Situation - Opportunity - Resolution
Which of the following factors determine presentation structure? Choose all that apply.
Length of the presentation
Purpose of the message
Who the audience is
Context of the message
Valentina is developing a presentation about how to create a good website. Which presentation purpose best describes Valentina's presentation?
Entertain
Inform
Inspire
Persuade
Visual aids should use text...
That is small and hard to read.
When it is less than 40 words per slide.
Rarely, if ever.
That provides detailed descriptions.
The loudness or softness of the voice describes which paralinguistic?
Volume
Speed
Tone
Articulation
Communicating ideas in the way the speaker wants them to be heard is which paralinguistic?
Tone
Volume
Verbal fluency
Articulation
Which of the following would be considered an internal customer for a teacher? (Choose 2 correct answers)
Parents
Principal
Community Members
Other teachers
Which of the following written message formats is commonly used with both internal and external customers?
Business Letter
Memo
Instant Message
Dionte needs to let all of his clients know about a change in the way that fees will be assessed on their investment accounts. His boss is requiring a paper trail. Which communication method is best for Dionte?
Memo
Business Letter
Phone call
Which of the following subject lines is MOST effective?
Apply Today!
Dept Meeting on Apr 30
<no subject>
Question
Mariana needs to inform the employees of the retail store she manages that the store will have extended hours during the holiday season. Which communication format would be most appropriate for Mariana?
Memo
Business Letter
Text Message
When taking a phone message, you should be sure to verify which of the following information? Choose 2 correct answers.
Name
Time of Call
Phone number
Content of message
Which of the following statements is TRUE about customer service?
To demonstrate that you know the product/service you provide, you should use lots of product-specific terms when answering customer questions.
When being an attentive customer service provider, you should hover near the customer in case they have questions.
Never say "no" to a customer, even if granting their request will violate a company policy.
Providing good customer service is about developing a positive relationship with the customer.
The "give 'em the pickle" metaphor in customer service means...
If you are waitstaff you should always give the customer an extra pickle if they ask
That you should do special or extra things to make customers happy and keep them coming back
Never saying "no" to a customer's request
Carly works in the sales department and receives a call from a customer who needs assistance with billing. Carly needs to transfer the customer to the billing department to get the issue resolved. What is the BEST way for Carly to handle this situation?
Carly says, "Please hold while I transfer you to billing. Your call is important to use."
Carly responds, "Let's get this resolved for you. I'm going to transfer you to our billing specialist who is the best person to answer your question."
Carly says, "Here is the number for the billing department. Please try giving them a call."
Carly tells the customer, "I'm so sorry but I'm going to have to transfer you to billing."
If you don't know the answer to a customer's questions the best thing to do is...
Tell them you don't know
Make an excuse as to why you don't know the answer
Tell them you will find out the answer for them
Apologize for not knowing the answer
SHOW ANSWER
Which of the following is NOT a reason customer service is important?
Good customer service makes a positive impression on customers
Good customer service makes customers feel like the number on priority
Good customer service makes customers want to come back again
Good customer service means the business will make more profit
Which of the following best describes cultural empathy?
Cultural empathy occurs when there is presence and support of multiple distinct cultural or ethnic groups within a society.
A culturally empathetic person will consider if the receiver's culture is affective or neutral and make adjustments to their communication as a result.
Cultural empathy uses neutral and inclusive vocabulary and phrasing.
A culturally empathetic person will use the criteria of their own culture to judge the behavior of those from other cultures.
Juan is currently on an international business trip to meet with a foreign client. Throughout his time interacting with his foreign colleague, Dan, Dan is always very even-tempered, even when discussing important business contracts. Juan doesn't understand why Dan is so uninterested in doing business. In the scenario, what type of culture is Juan most likely a part of?
Affective culture
High-context culture
Neutral culture
Low-context culture
This type of culture expects messages to be specific and explicit; the emphasis is on sending and receiving accurate message. Which culture is this?
High-context culture
Low-context culture
Affective culture
Neutral culture
