Which of the following communication traits should a person be conscious of when working with an individual over the phone?

The __________ assists individuals in determining and selecting appropriate solutions to their issues, concerns or needs.

Which of the following is defined as the process of working collaboratively with a group of people for a common purpose?

Individuals who become emotional because their needs and expectations were not met.

Individuals who have a definite idea about what they want and are unwilling to compromise or accept alternatives.

Individuals who are obstinate, raise their voice, use profanity, make demands, are rude to other people and generally act without concern for others.

Individuals who do not receive what they requested or expected.

Decisive individuals work proactively toward a solution to a problem.

Fill in the blanks using the word bank provided below. ____ people are characterized as quiet, ____, task-focused and systematic. They are pleasant individuals who seek to understand the “____” for actions and events. ____ people rarely discuss their feelings openly and will ask ____ questions. They are more ____ when expressing themselves and how they address others.

__________ is defined as the way people handle negative experiences and disagreements.

Select all of the following traits which are important to effective teams.

Team members shift their focus from “I want to win” to “I want you and I to win”

Used to reduce emotions, such as frustration and anger.

Acknowledges every team member is unique and may have a different perspective on a situation.

Assists individuals in determining and selecting appropriate solutions to their issues, concerns or needs.

The acronym __________ is used to remember the four primary behavior patterns.

Select all the following which are forms of nonverbal communication.

A(n) __________ provides a process to correct a breakdown.

Collaboration is the act of working alone to reach a desired outcome.

What is the first step of the emotion-reducing model?

(know the order of all 5 steps for the test)

Which of the following is defined as being prepared, trustworthy and consistently performing well?

The ____ uses ____ and proven methods to share new ideas and excite the audience. The ____ lays the groundwork for the project, ensuring the process moves forward to achieve ____. The ____ is very creative, recognizes alternative paths and understands the big picture.

Which universal strategy involves an individual putting themselves in another person’s shoes?

What is the last step of the problem-solving process?

(know the order of all 6 steps for the test)