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WorksheetsCommunication
Total questions: 74
Worksheet time: 37mins
A facility manager needs spontaneous feedback from a service provider. Which type of communication is most appropriate to exchange/transmit the message?
Written memo
Blog
Virtual meeting
Face-to-face conversation
Constantly bombarding stakeholders with electronic communication may
improve communication efficiencies.
create a perception that FM is impersonal.
increase FM software and hardware expense.
violate personal privacy.
Which of the following describes a barrier to active listening?
Letting others finish their thoughts without assuming you know what they are going to say
Paying attention to intonation, rate of speech, emphasis, and tone
Asking questions to ensure you understand what the speaker has said
Formulating a response while the other person is still speaking
Which of the following would be a prudent strategy for discussing poor service quality with a manager from a culture where sense of honor and self-respect are very fine-tuned?
Be reserved and understated but open the discussion with direct comments about the problem.
Approach the topic by blaming it on outside forces such as unreliable suppliers or corrupt politicians.
First discuss unrelated matters of routine importance.
Describe the problem with specific examples and ask what quality standards apply.
An e-mail subject line reads, "Meeting reminder." The e-mail text states, "Hi everyone, I just wanted to remind you about the meeting we are having tomorrow." To improve effectiveness, this e-mail
should use Bcc to keep participants confidential.
needs to be more complete.
should address recipients as "team."
needs to be sent with 24-48 hours of the meeting.
A facility manager describes an HVAC maintenance issue in a linear and logical manner. The customer listens and talks freely, mixing logic and emotion. Any misunderstanding between the two is most likely due to
a cultural difference.
group dynamics.
avoidance behavior.
A communication barrier.
While listening to a facility manager’s presentation of a buy versus lease analysis, a senior executive asks questions about payback and risks. This is an example of
active listening.
patronizing behavior.
miscommunication due to filters.
poor time management.
Space utilization standards and terms are different across the global locations in which a multi-national enterprise operates. Facility management uses global terms to avoid favoring one over the other. Which global management orientation does this describe?
Geocentric
Polycentric
Regiocentric
Ethnocentric
Active listening is characterized by:
Learning how to articulate and present your own views more effectively.
Providing increased spoken feedback.
Paying attention and responding to others to promote mutual understanding.
Asking pointed questions and challenging assumptions.
A facility manager interacts and works on issues and challenges from a local perspective and reflects such in communications to stakeholders. Which global management orientation does this describe?
Geocentric
Ethnocentric
Polycentric
Regiocentric
The communication channel that provides a facility manager with direct information from senior executives about organizational budget cuts is:
Lateral
Network
Downward
Hierarchical
Success in cross-culture communication involves understanding how to communicate effectively with people who:
Recognize different standards of operating performance.
Have unspoken and unexpected requirements.
Rely on different means to reach a common goal.
Have consumer preferences that vary a great deal.
Which of the following statements accurately characterizes informal FM communication?
Dependent upon technology for documentation.
Officially sanctioned information.
A potential hindrance to transparency.
A predominant form that plays a vital role.
A facility manager comes from a culture where staff follow prescribed written procedures for vacation requests. Accepting an international assignment, vacations in the new culture are granted on the basis of personal, face-to-face requests. How should the facility manager approve vacations while on assignment?
Translate former written procedures and share them in an official memo.
Explain why personal enforcement leads to biased decisions.
Preserve harmony in working relationships through courtesy.
Make decisions and grant requests on a personal basis.
Judging another culture based on the standards of your own culture describes:
Machismo
Parochialism
Relativism
Deference
A facility manager presents an overview of revised HVAC preventive maintenance procedures with FM staff and concludes by asking, “What do you think about the changes?” This open question is good for:
Finding out staff opinion or issues.
Concluding a question and answer session.
Adding a personal appeal for staff to agree to the change.
Making staff feel that they have had a choice.
Which of the following statements accurately characterizes workplace communication privacy?
Many employers have technological access to employee information.
Legal provisions favor an employer’s rights to surveillance.
Employees have no reasonable expectation to electronic usage privacy.
Legal provisions favor an employee’s rights to privacy.
Why is it important to recognize communication barriers?
Occupant dissatisfaction decreases.
The potential to achieve intended results increases.
The probability of better quality services increases.
FM departmental spending decreases.
Which of the following forms of technology-mediated communication would be best for messages relating to the specific roles and interests of the recipients?
Social bookmarking
Streaming media
Wiki
During communication, the sounds and smells at a new construction site are examples of:
Noise
Filters
Feedback medium
Semantics
If a facility manager discovers inappropriate Internet usage by an internal service provider, the facility manager should:
Reprimand the employee in an e-mail.
Involve human resources (HR) in the situation.
Suspend the employee if the organization has a written policy in place.
Document the occurrence and discuss at the employee’s performance review.
Board members are quiet during a facility manager’s business case presentation. The silence in the room may indicate that the board:
May not be truly listening.
Agrees with the business case.
Has major concerns about the return on investment.
Is weighing nonverbal cues.
Which of the following forms of technology-mediated communication would facilitate a virtual meeting when nonverbals are important to conveying the message?
Computer avatar
Blog
Videoconferencing
Webcasting
All communication begins with the:
Medium
Encoding
Message
Sender
In cross-cultural communication, overlooking similarities and over-generalizing differences is an example of:
Friendly formality
Self-awareness
Active listening
Stereotyping
A critical part of effective communication is to:
Use stories to make key points.
Reinforce the message with handouts.
Speak in an authoritative style.
Evaluate the outcome.
Why should a facility manager pay close attention to nonverbal communication when speaking with a stakeholder?
Nonverbals are less important than tone of voice but more important than words spoken.
Nonverbals can relate a different message than you are trying to communicate.
Nonverbals overcome most communication noise.
Nonverbals are the best way to navigate challenging situations and build better relationships.
What is the primary distinction between hearing and listening?
You may hear something without truly listening.
Hearing is the first part in the communication process; listening is the last.
You may listen without showing any nonverbal cues but hearing necessitates feedback.
Only listening requires spoken feedback to confirm understanding.
You send an e-mail and you get a response. If you want to respond to that message, what should you do?
Reply to the e-mail message.
Start a new e-mail.
Call the sender.
Send a text message.
An effective strategy to deal with meeting participants who arrive late for a standing staff meeting is:
Resist the temptation to recap what has already been discussed.
Ask them in front of the group what caused the late arrival.
Select a meeting room that has fewer chairs than participants.
Do not allow them to participate in decisions.
Why should you carefully consider meeting attendees before extending meeting invitations?
To guarantee you will have substantive discussion to fill the time allotment for the meeting.
To bring the right participants together for a successful meeting.
To facilitate transparency in meeting decision making.
To ensure the meeting will be ethical and comply with organizational codes of conduct.
A facility manager is writing a plan about energy use at headquarters. Which of the following is a clear statement of purpose?
Headquarters’ facility age is 25 years old and in need of major efficiency upgrades.
Capitalize on government incentives for energy conservation.
Identify headquarters capital energy improvements.
Reduce energy costs 10% by identifying and implementing facility efficiencies by 20XX.
The introductory portion of a business letter should:
Thank the participant for their time and consideration.
Request some type of action.
State your goal in a formal manner.
Establish the reason for writing.
A facility manager wants to implement a new recycling program and seeks buy-in from senior management. To be audience-focused with senior management, the facility manager should emphasize which of the following points about the program?
The aesthetics of the recycling containers.
The revenue from the new recycling stream and reduced garbage pickup fees.
How easy it is to participate in the program.
Where recycling containers will be placed throughout the facility.
Which statement accurately characterizes international copyright?
The global standard is that copyright lasts 30 years after the creator of the work dies.
Protection in a particular country depends on the national laws of that country.
Copyright works made available in the Internet environment are not protected.
Once in place, copyright is transportable across countries and territories.
A plan purpose is to notify every employee about the changes in a recycling program and how it affects them. Which of the following statements would be appropriate to include as supporting facts?
There will be only two containers for the new recycling program.
This will promote sustainability goals.
There are many ways that recycling benefits the environment.
Recycling is recommended because of rising garbage pickup fees.
Why is it critical to analyze your audience for a presentation?
To stay within the time allocation.
To connect with listeners and make the information relatable to them.
To ensure your vocal tone and tempo are appropriate for the listeners.
To be appropriately funny in any anecdotes.
To be effective, a good virtual meeting solution must:
Restrict the number of meeting participants.
Be short and on a single topic.
Fit in with where and how people work.
Include prework.
When you outline content, you should:
Write the way you talk.
Understate rather than overstate facts.
Start with what is important to the audience.
Break up large masses of type.
A reasonable objective for a meeting intended to teach and reinforce crucial fire-safety skills is for participants to:
Be familiar with the fire exit routes from their office.
Establish appropriate meeting roles and responsibilities.
Understand who has authorization to call the fire department.
Provide thorough meeting minutes for each participant to review.
Why is it problematic to use an e-mail to convey sensitive business information?
You will have to spend more time answering unanswered questions.
Spell check may miss critical typographical and grammar errors.
Tone and context can be easily misread.
Large attachments will be necessary.
What is the problem with an e-mail subject line that reads, "Hey"?
Not descriptive.
Cliché.
Political correctness.
Jargon.
What is the best course of action if a relocation plan has the risk that new space may not be ready in time for a scheduled move due to weather impacts on construction?
Wait until the risk is imminent and then issue a broadcast message to all employees.
Describe the risk in an appendix to so as not to create unnecessary concern.
Identify the risk and provide a reasonable alternative.
Ignore the risk because delayed moving expenses will be covered by construction contract penalties.
Which of the following practices helps to ensure effective presentation slides?
Include multiple animation modes as attention grabbers.
Be entertaining and appeal to audience emotions.
Include all capital letters for emphasis and acronyms.
Use the slides to enhance the presentation, not be the presentation.
The distinction between what is fair use and what is copyright infringement:
Will not always be clear or easily defined.
Depends on whether the information was derived from a scholarly or technical work.
Does not apply to training materials.
Depends on how long the creator of the work has been deceased.
Name three additional items that would improve the agenda.
Date of the meeting; whether the meeting is face-to-face or virtual; distribution of previous meeting minutes.
Meeting time; date of the meeting; time allotments for items to be discussed.
Meeting prework; distribution and review of previous meeting minutes; time allotted for items to be discussed.
Whether the meeting is face-to-face or virtual; distribution of previous meeting minutes; review of previous meeting follow-up memo.
An article published in a trade journal about construction recycling tips means:
Text is not copyrighted because it appears in a trade journal.
Recycling tips are considered facts so they are in public domain.
Text is probably copyrighted but not the idea or concept.
Idea and concept of recycling tips is copyrighted.
Which of the following writing techniques allows readers to skim for information or retrieve information fast?
Bullet points
Transitions
Metaphors
Varied sentence length
Which content organization approach in writing prioritizes the factual information by importance with the most essential pieces of information offered in the lead (or summary lead)?
Inverted pyramid
Deductive order
Anecdotal lead
Inductive order
Which of the following would be the best way to engage kinesthetic learners during a presentation?
Use color slides.
Limit the presentation to 30 minutes or less.
Include role plays.
Distribute handouts at the start of the presentation.
Which of the following is a primary benefit of using active voice in writing?
Fewer grammatical errors.
More audience focus.
Easier to translate.
Improved clarity and meaning.
A benefit of using a virtual meeting when participants are located around the globe is:
Individuals do not have to sit through topics that have no relevance to them.
Potential problems with local Internet connection speeds are mitigated.
Participants do not need special information technology skills to participate.
The effect of time zones differences can be offset.
When communicating with executive management, how could starting with the problem statement and recommendation up front be an effective way to organize content?
Text that follows will be more readable because the sections will be short.
Text that follows puts the recommendation in context.
It eliminates the need for any discussion of other options considered.
It facilitates ranking of problems and concerns from most important to least important.
What is an important thing to do in the opening of a presentation?
Identify learning styles.
Distribute handouts.
Analyze the audience.
Introduce the purpose.
A key responsibility of a meeting facilitator or convener is to:
Produce final minutes as a record of the meeting.
Direct the meeting process through the agenda.
Record key points on a meeting template.
Announce when only 5 minutes remains on each agenda item.
Which of the following would be the best way to engage visual learners during a presentation?
Encourage participants to ask questions.
Spread eye contact evenly across the audience.
Provide a reasonable break if the is longer than 90 minutes.
Include graphics in handouts and slides.
Why is credibility an important aspect of persuasion with colleagues?
Helps others consider solutions beyond their preconceived notions.
Covers any hints of superiority or personal power.
Reinforces preferred methods of stakeholder communication.
Guides systems of process improvement.
When trying to persuade the board of directors during a presentation, a facility manager should:
Employ metaphors and analogies to overcome resistance.
Use graphic materials to capture and hold attention.
Spotlight the benefits the board values.
Emphasize features in descending order of importance.
Which of the following is a benefit of rehearsing a presentation?
Reduces reliance on transitional words
Improves the ability to handle potential audience questions
Alleviates stage fright and promotes confidence
Guarantees any jokes and cartoons are audience-appropriate
If a meeting group falls silent, an effective strategy to re-engage them is
Review points already made and ask if there is anything new to add.
Name what is happening and ask if people need clarification.
Raise the issue and try to initiate constructive debate.
End the meeting and reschedule for another time.
A written document opens by stating: “Facility management proposes that the company invest R$2,026,522 BRL (Brazilian Real) in a new traction elevator for the headquarters.” This statement exemplifies
Business rationale.
Executive summary.
Audience focus.
Clear purpose.
A major challenge in executing a communication plan is
Storytelling so every message becomes memorable.
Organizational culture and brand.
Selecting the best media for delivering any given message.
Organizational policies for social media and Internet use on the job.
Which type of media would be an efficient and effective way to promote a facility management service desk helpline to all building occupants?
Text message
A blog
Podcast
A poster
An effective communication plan message considers
Charisma, sincerity and audience receptivity.
How to promote genuine dialogue.
How to initiate changes based on lessons learned.
Purpose, audience(s), timing, frequency and method.
A concern in using a newsletter to communicate with stakeholders is
Environmental cost.
No potential for feedback.
Limited distribution.
Visual and written literacy.
When communicating with multiple stakeholders about the same topic, two key considerations are
Efficiency and image.
Repetition and consistency.
Technological capabilities and feedback.
Segmentation and costs.
Monthly newsletters are intended to keep occupants, service providers and the community informed regarding new headquarters construction. How could the newsletter process be streamlined?
Set up newsletter templates, compile a checklist of subjects and frame newsletters around the checklist subjects.
Include a tear-off slip on each newsletter to provide opportunities for written input for the next one.
Keep a generous stock of the newsletters at the FM office for miscellaneous distribution.
Include summary details of events bimonthly via social media and a cumulative summary in the newsletters.
Which of the following best describes a challenge in managing stakeholder expectations?
All stakeholders need to get the same information but in different formats.
Message timing and frequency must match perception.
All high-level stakeholder communication must go through formal channels.
Stakeholder needs for information vary.
What does effective stakeholder communication solicit?
Timely and relevant feedback.
Action items.
Strategic vision and objectives.
Frequently asked questions.
What is a distinct advantage of using a town hall meeting to communicate with stakeholders?
Reasonable costs.
Ease of organization.
A question and answer session.
Popularity.
What is the two-way process of creating and sending messages and receiving feedback with the goal to influence the opinions, actions, and decisions of the intended audience?
Communication.
Active listening.
Core building systems.
Stakeholder management.
What term refers to installed equipment that is integral to providing common building services, including HVAC, lighting, electrical systems, transport systems, and plumbing?
Active listening.
Core building systems.
Stakeholder communication.
Newsletter systems.
What is a structured form of listening and responding that focuses attention on the speaker?
Communication.
Active listening.
Core building systems.
Stakeholder management.
What does the active voice add to writing?
Makes sentences more formal and structured.
Adds energy to writing and makes sentences less formal and more conversational.
Focuses attention on the speaker.
Provides a checklist for writing newsletters.
