Business Communications & Interpersonal Skills Test Quiz

45 Questions | By Tawood79 | Last updated: Mar 21, 2022 | Total Attempts: 430

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BMTI-Unit 2

Questions and Answers

1.

When writing a memo you should...
- A.
  
  Use flowery words
- B.
  
  Be simple and direct
- C.
  
  Leave out some details so they have to call you
- D.
  
  Use long sentences that go into great detail
2.

The best way to handle a complaint would be to...
- A.
  
  Argue with the customer
- B.
  
  Deal with the problem not the customer
- C.
  
  Hear the customer out, calm them, and resolve the situation
- D.
  
  Continue to go about your day and forget what happened
3.

Someone that deals with problems after they happen is ________________
- A.
  
  Reactive
- B.
  
  Proactive
4.

A type of printed informal message that is used frequently within a office.
- A.
  
  Business Letter
- B.
  
  E-mail
- C.
  
  Memo
- D.
  
  Resume
5.

Special words or expressions that are used by a particular profession or group and are difficult for others to understand. For example- A police officer might say 10-4 to say "I understand"
- A.
  
  Jargon
- B.
  
  Empathize
- C.
  
  Flowcharts
- D.
  
  Intonation
6.

Stroking your chin while looking at someone means that you're___________________
- A.
  
  Bored
- B.
  
  Angry
- C.
  
  Judgmental
- D.
  
  Defensive
7.

Shifting from one leg to another during a conversation is a example of________________?
- A.
  
  Skimming
- B.
  
  Compromise
- C.
  
  Judgmental
- D.
  
  Body Language
8.

Communication is
- A.
  
  Passing along factual data
- B.
  
  Sending information to another person
- C.
  
  A two-way process of sharing information
- D.
  
  Shouting a request across a noisy room
9.

The amount of confidence and satisfaction one has in oneself or how you feel about yourself is called____?
- A.
  
  Attitude
- B.
  
  Personality
- C.
  
  Mannerism
- D.
  
  Self-esteem
10.

You should listen with empathy to a friend who is sharing innermost feelings. What is another word for empathy?
- A.
  
  Judgement
- B.
  
  Ethics
- C.
  
  Bias
- D.
  
  Understanding
11.

During the communication process, what is the term for the area where communication takes place?
- A.
  
  Setting
- B.
  
  Channels
- C.
  
  Feedback
- D.
  
  Receiver
12.

The person who accepts the message.
- A.
  
  Sender
- B.
  
  Receiver
- C.
  
  Reader
- D.
  
  Interceptor
13.

Biting your nails is a nonverbal:
- A.
  
  Sign of nervousness
- B.
  
  Courtship gesture.
- C.
  
  Sign of thinking.
- D.
  
  Sign of lying.
14.

The best way to handle a complaint would be to
- A.
  
  Argue with the customer
- B.
  
  Deal with the problem not the customer
- C.
  
  Hear the customer out, calm them, and resolve the situation
- D.
  
  Continue to go about your day and forget what happened
15.

A theme park management team is preparing to open for the summer season. They are expecting higher than average attendance records, and one of the team members points out that the long lines for their attractions was a major concern last season and might cause customer complaints this year. The team decides to brainstorm some ideas to solve the problem now so they can be implemented before the season gets too busy.
- A.
  
  Proactive
- B.
  
  Reactive
16.

What is the term for a problem solving strategy for settling disputes between two people that are fighting
- A.
  
  Customer Relations
- B.
  
  Conflict Resolution
- C.
  
  Perception
- D.
  
  Agenda
17.

Listener listens only for certain things
- A.
  
  Pretend listening
- B.
  
  Pronunciation
- C.
  
  Fragmented listening
- D.
  
  Enunciation
18.

Listener doesn’t care what is going on or is waiting for turn to talk
- A.
  
  Fragmented listening
- B.
  
  Distraction
- C.
  
  Prejudging
- D.
  
  Pretend listening
19.

Several audience members left because they had a hard time understanding the speaker due to their inability to speak clearly and be understandable. They had poor_______________.
- A.
  
  Enunciation
- B.
  
  Pronunciation
- C.
  
  Active listening
- D.
  
  Grammar
20.

The assignment of job responsibilities to another person
- A.
  
  Jargon
- B.
  
  Clientele
- C.
  
  Agenda
- D.
  
  Delegation
21.

Communication is the exchange of information between a ________ and a __________
- A.
  
  Audience, Receiver
- B.
  
  Encoder, Decoder
- C.
  
  Sender, Receiver
- D.
  
  Source, Receiver
22.

Which of the following is appropriate when making a speech?
- A.
  
  Chew gum
- B.
  
  Speak quickly
- C.
  
  Use eye contact
- D.
  
  Fidget Nervously
23.

Which is an example of active listening?
- A.
  
  Construction noises going on outside
- B.
  
  Nodding your head with understanding as the speaker talks
- C.
  
  Multiple conversations going on all around a restaurant
- D.
  
  Listening to the radio while you do your homework
24.

The army recruiter visited our campus today and tried to convince graduating seniors to join the military. This is an example of a ___________ speech.
- A.
  
  Informative
- B.
  
  Persuasive
- C.
  
  Entertaining
25.

When your manager is explaining the company’s safety practices to you,what is your manager's purpose?
- A.
  
  Persuade
- B.
  
  Entertain
- C.
  
  Inform
- D.
  
  Evaluate