Business Quiz: Workplace Communication
Business communication quiz chapter 3.
- 1.
Select the most accurate statement.
- A.
Listening skills are an important part of customer service.
- B.
Skills such as listening, writing, and speaking often determine career success.
- C.
Workers are most satisfied when they feel that management listens to their concerns.
- D.
All of the above.
Correct Answer
D. All of the above.Explanation
The statement "All of the above" is the most accurate because it encompasses all the previous statements. Listening skills are indeed crucial in customer service as they help understand and address customer needs effectively. Additionally, skills like listening, writing, and speaking play a significant role in determining career success as they are essential for effective communication in various professional settings. Moreover, when workers feel that management listens to their concerns, it fosters a positive work environment and increases job satisfaction. Therefore, the option "All of the above" accurately summarizes the importance of listening skills, communication skills, and management responsiveness.Rate this question:
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- 2.
Business executives spend the greatest share of their communication time:
- A.
Reading
- B.
Listening
- C.
Speaking
- D.
Writing
Correct Answer
B. ListeningExplanation
Business executives spend the greatest share of their communication time listening. This is because effective listening is crucial for understanding and interpreting information, ideas, and feedback from colleagues, clients, and stakeholders. Listening allows executives to gather valuable insights, make informed decisions, and build strong relationships. It is an essential skill for effective communication and leadership, enabling executives to empathize, engage, and respond appropriately in various business situations.Rate this question:
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- 3.
Experts say that we listen at an efficiency rate of:
- A.
25 percent.
- B.
77 percent.
- C.
50 percent.
- D.
10 percent.
Correct Answer
A. 25 percent.Explanation
The correct answer is 25 percent. This suggests that our listening efficiency is quite low, as we are only able to retain and comprehend a quarter of what we hear. This could be due to various factors such as distractions, lack of focus, or ineffective listening skills. It highlights the importance of actively engaging in listening and employing strategies to improve our comprehension and retention abilities.Rate this question:
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- 4.
Several factors may cause poor listening habits. Which of the following is NOT one of these factors?
- A.
Lack of training
- B.
Large number of competing sounds and stimuli in our lives
- C.
Physical hearing disability
- D.
Ability to process speech faster than others can speak
Correct Answer
C. Physical hearing disabilityExplanation
Physical hearing disability is not one of the factors that may cause poor listening habits. While a physical hearing disability can certainly affect a person's ability to hear, it does not necessarily mean that their listening habits will be poor. Poor listening habits are more likely to be influenced by factors such as lack of training, a large number of competing sounds and stimuli, and the ability to process speech faster than others can speak.Rate this question:
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- 5.
When listening to your superior on the job:
- A.
Never convey your ignorance by asking “dumb” questions to clarify instructions.
- B.
Show your interest by leaning forward.
- C.
Feel free to answer the phone if you receive a call.
- D.
Rely on your memory for the details rather than take notes.
Correct Answer
B. Show your interest by leaning forward.Explanation
Leaning forward while listening to your superior on the job is a non-verbal cue that shows your interest and engagement in the conversation. It demonstrates that you are actively paying attention and are open to receiving instructions or information. This can help build rapport with your superior and show that you are committed to understanding and following their instructions.Rate this question:
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- 6.
Asha spends a lot of time listening to her colleagues. She is always careful to judge and evaluate what she hears to determine whether it's fact, fiction, or opinion. Asha is engaging in:
- A.
Discriminative listening
- B.
Critical listening
- C.
Lag time
- D.
Efficiency listening
Correct Answer
B. Critical listeningExplanation
Asha is engaging in critical listening because she is carefully judging and evaluating what she hears to determine whether it's fact, fiction, or opinion. Critical listening involves analyzing and assessing information to make informed judgments about its credibility and validity. Asha's approach of being cautious and discerning in her evaluation aligns with the practice of critical listening.Rate this question:
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- 7.
You are chairing a task force and conflict has arisen. You want to let the members involves in the conflict vent their feelings without interruption. You should practice the _________ listening strategy.
- A.
Reflecting
- B.
Lagging
- C.
Dampening
- D.
Redirecting
Correct Answer
C. DampeningExplanation
The correct answer is "dampening". In this scenario, the chairing of the task force wants to allow the members involved in the conflict to express their feelings without interruption. The term "dampening" implies creating an environment where emotions can be expressed freely and without judgment, allowing individuals to vent their feelings. This listening strategy involves actively listening and providing a safe space for individuals to express themselves without redirecting the conversation or reflecting back their emotions.Rate this question:
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- 8.
One of your colleagues has gotten off track at a meeting. You say, "That's an interesting comment, but what are your suggestions for improving customer service?" You are using the ______________ listening strategy.
- A.
Dampening
- B.
Lagging
- C.
Reflecting
- D.
Redirecting
Correct Answer
D. RedirectingExplanation
In this situation, you are using the redirecting listening strategy. By acknowledging your colleague's comment as interesting but then redirecting the conversation to focus on suggestions for improving customer service, you are guiding the conversation back to the intended topic and keeping it on track.Rate this question:
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- 9.
Which of the following statements about customer service is LEAST accurate?
- A.
Listening to customers can result in increased sales and profitability.
- B.
Companies should hire employees who already possess good listening skills because training employees in this area is usually ineffective.
- C.
Many organizations today stay in touch with customers through call centres that process hundreds of thousands of telephone calls daily.
- D.
Listening can be a strong customer retention tool.
Correct Answer
B. Companies should hire employees who already possess good listening skills because training employees in this area is usually ineffective. -
- 10.
A listener analyzes the merits of a message and draws conclusions at the
- A.
Evaluation stage of the listening process.
- B.
Perception stage of the listening process.
- C.
Interpretation stage of the listening process.
- D.
Action stage of the listening process.
Correct Answer
A. Evaluation stage of the listening process.Explanation
During the evaluation stage of the listening process, the listener analyzes the merits of the message and draws conclusions. This is the stage where the listener assesses the message's credibility, relevance, and effectiveness. It involves critically thinking about the information received and making judgments about its value and accuracy. The listener evaluates the message based on their own knowledge, beliefs, and biases, and forms conclusions about its meaning and significance. Therefore, the correct answer is the evaluation stage of the listening process.Rate this question:
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- 11.
After Mr. Benson's presentation, John asks for additional details about the soon-to-be-implemented advertising campaign. John is involved in which stage of the listening process?
- A.
Retention
- B.
Action
- C.
Involvement
- D.
Evaluation
Correct Answer
B. ActionExplanation
John is involved in the action stage of the listening process because he is actively seeking additional details about the advertising campaign after Mr. Benson's presentation. In this stage, the listener takes action by asking questions or seeking clarification to gather more information and understand the message better.Rate this question:
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- 12.
Alyssa is attending an important meeting in her boss's place. Which of the following steps should she use to help her remember important points from the meeting?
- A.
Alyssa should review the information that she has heard.
- B.
Alyssa should try to relate that information to something else.
- C.
Alyssa should first decide what she wants to remember.
- D.
All of the above.
Correct Answer
D. All of the above.Explanation
To help remember important points from the meeting, Alyssa should review the information she has heard. This will reinforce the information in her memory. Additionally, she should try to relate that information to something else, as making connections can aid in retention. Lastly, Alyssa should first decide what she wants to remember, as having a clear focus can help her prioritize and retain the most important points. Therefore, all of the above steps are recommended to help Alyssa remember important points from the meeting.Rate this question:
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- 13.
Paraphrasing a speaker means
- A.
Silently reviewing key points and details.
- B.
Mentally shortening the speaker’s main points.
- C.
Summarizing a message in your own words.
- D.
Providing examples and details to amplify the main points.
Correct Answer
C. Summarizing a message in your own words.Explanation
Paraphrasing a speaker involves summarizing their message in your own words, which helps to ensure understanding and retention of the information. It requires mentally processing the key points and details shared by the speaker and then expressing them using different words or phrases. This technique allows for effective communication and helps to clarify and reinforce the main points of the speaker's message.Rate this question:
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- 14.
Which statement LEAST accurately describes women listeners?
- A.
Women tend to listen for facts.
- B.
When they interrupt, women do so to communicate agreement.
- C.
Women listeners usually provide steady eye contact, remain stationary, and nod their heads.
- D.
Women see listening as an opportunity to connect with the other person on a personal level.
Correct Answer
A. Women tend to listen for facts. -
- 15.
Good listeners need to
- A.
Be open minded.
- B.
Have a positive attitude.
- C.
Be involved.
- D.
All of the above.
Correct Answer
D. All of the above.Explanation
Good listeners need to be open-minded because they are willing to consider different perspectives and ideas without judgment. They also need to have a positive attitude, as this helps create a welcoming and supportive environment for effective communication. Additionally, good listeners need to be involved by actively participating in the conversation, asking questions, and showing genuine interest in what the speaker is saying. Therefore, all of the given options are necessary for being a good listener.Rate this question:
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- 16.
To increase retention of a message, a listening should
- A.
Keep a positive attitude toward the message and the speaker.
- B.
Paraphrase the key ideas in the message.
- C.
Be tolerant of the speaker’s ideas.
- D.
Be patient with the speaker.
Correct Answer
B. Paraphrase the key ideas in the message.Explanation
Paraphrasing the key ideas in the message can help increase retention because it involves restating the main points in one's own words, which aids in understanding and remembering the information. By paraphrasing, the listener is actively engaging with the message and processing it in a way that makes it more meaningful and memorable. This technique also helps to clarify any misunderstandings and reinforces the important points of the message.Rate this question:
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- 17.
Which of the following is the best advice for improving your workplace listening skills?
- A.
Don’t maintain direct eye contact because doing so may distract the speaker.
- B.
Interrupt whenever you have an opinion on the topic to share with your speaker.
- C.
While you are waiting for a speaker’s next idea, use the time to review what the speaker is saying.
- D.
If you try to take notes, you might miss something.
Correct Answer
C. While you are waiting for a speaker’s next idea, use the time to review what the speaker is saying.Explanation
The best advice for improving workplace listening skills is to use the time while waiting for a speaker's next idea to review what the speaker is saying. This means actively listening and processing the information being presented, rather than being distracted or interrupting with personal opinions. It shows that the listener is engaged and focused on understanding the speaker's message.Rate this question:
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- 18.
Patricia arrives for her job interview dressed in a professional-looking navy blue suit. Her appearance functions as what type of nonverbal message?
- A.
To complement and illustrate
- B.
To contradict
- C.
To control and regulate
- D.
To reinforce and accentuate
Correct Answer
A. To complement and illustrateExplanation
Patricia's professional-looking navy blue suit complements and illustrates her seriousness and professionalism for the job interview. Her attire aligns with the expectations of a professional environment, enhancing her credibility and making a positive impression on the interviewer. By dressing appropriately, Patricia's appearance complements and illustrates her qualifications and suitability for the job.Rate this question:
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- 19.
Anna nods her head up and down when her boss asks whether she'd like to work on a new project. Anna's action functions to
- A.
Complement and illustrate.
- B.
Replace and substitute for saying “yes.”
- C.
Control and regulate the situation.
- D.
Contradict her boss’s question
Correct Answer
B. Replace and substitute for saying “yes.”Explanation
Anna's action of nodding her head up and down when her boss asks whether she'd like to work on a new project functions to replace and substitute for saying "yes." Instead of verbally expressing her agreement, Anna uses nonverbal communication by nodding her head as a way of indicating her willingness to work on the new project.Rate this question:
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- 20.
During a political debate, Jones attacks the "fuzzy math" of Smith, his opponent. Smith smiles and winks at the audience throughout Jones's attack. What communication function is Smith's nonverbal message serving?
- A.
To complement and illustrate
- B.
To reinforce and accentuate
- C.
To contradict
- D.
To replace and substitute
Correct Answer
C. To contradictExplanation
Smith's nonverbal message serves the function of contradicting Jones's attack on his "fuzzy math". By smiling and winking at the audience, Smith is conveying a message that contradicts the negative image that Jones is trying to portray. Smith's nonverbal cues suggest that he is confident and unaffected by Jones's criticism, thereby contradicting the validity of Jones's argument.Rate this question:
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- 21.
Select the statement that most accurately describes nonverbal communication.
- A.
The words used in a message carry more meaning than nonverbal cues.
- B.
Nonverbal messages can be interpreted with a great deal of accuracy.
- C.
Messages are especially difficult to decipher when the verbal and nonverbal codes contradict each other.
- D.
Nonverbal communication is always unintentional.
Correct Answer
C. Messages are especially difficult to decipher when the verbal and nonverbal codes contradict each other.Explanation
When verbal and nonverbal codes contradict each other, it becomes challenging to understand the intended message. This is because nonverbal cues often convey emotions, attitudes, and intentions that may be different from the words used. In such cases, individuals may rely on nonverbal cues more heavily to interpret the true meaning behind the message. Therefore, when verbal and nonverbal communication contradict each other, it can create confusion and difficulty in deciphering the message accurately.Rate this question:
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- 22.
Select the most accurate statement.
- A.
The length and form of eye contact are learned reactions.
- B.
Prolonged eye contact suggests fear or stress.
- C.
Eye contact should always be very brief.
- D.
Nonverbal cues, including eye contact, have identical meanings in most cultures.
Correct Answer
A. The length and form of eye contact are learned reactions.Explanation
The statement that "The length and form of eye contact are learned reactions" is the most accurate because it acknowledges that eye contact is not instinctual, but rather something that is learned and influenced by cultural and social factors. Different cultures and individuals may have different norms and expectations regarding eye contact, and these can vary in terms of duration and intensity. Therefore, the length and form of eye contact can vary and are not universally fixed.Rate this question:
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- 23.
Which of the following statements is the MOST accurate?
- A.
Most people can control their facial expressions so they can control the nonverbal messages they send.
- B.
Gestures generally add verbal meaning to nonverbal messages rather than conveying the entire meaning by themselves.
- C.
Most communicators consider the eyes to be the most accurate predictor of a speaker’s true feelings and attitudes.
- D.
A speaker’s nonverbal cues rarely contradict the verbal message.
Correct Answer
C. Most communicators consider the eyes to be the most accurate predictor of a speaker’s true feelings and attitudes.Explanation
Most communicators consider the eyes to be the most accurate predictor of a speaker’s true feelings and attitudes. This statement suggests that the eyes play a significant role in conveying nonverbal cues and emotions. Eye contact and expressions can provide valuable insights into a person's true thoughts and emotions, making it an important aspect of communication.Rate this question:
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- 24.
Which of the following shows Ned's desire for open communication best?
- A.
Most people can control their facial expressions so they can control the nonverbal messages they send
- B.
Gestures generally add verbal meaning to nonverbal messages rather than conveying the entire meaning by themselves.
- C.
How we structure and use time tells observers about our personality and attitudes.
- D.
A speaker’s nonverbal cues rarely contradict the verbal message.
Correct Answer
C. How we structure and use time tells observers about our personality and attitudes. -
- 25.
Which of the following shows Ned's desire for open communication best?
- A.
He arranges the office so that workers have their own completely partitioned spaces.
- B.
He arranges chairs for a meeting in a semi-circle.
- C.
He arranges workers’ desks in straight rows opposite his desk.
- D.
He spends most of the day in his own glass-walled office.
Correct Answer
B. He arranges chairs for a meeting in a semi-circle.Explanation
The correct answer is "He arranges chairs for a meeting in a semi-circle." This choice shows Ned's desire for open communication because arranging the chairs in a semi-circle allows for face-to-face interaction and encourages discussion among the participants. It promotes a collaborative and inclusive atmosphere, where everyone's input is valued and encouraged. This arrangement fosters open communication and creates a more engaging and interactive meeting environment.Rate this question:
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- 26.
Which of the following sends the least positive nonverbal message?
- A.
A job candidate prepares an original cover letter for each potential employer using stationery to match the résumé.
- B.
A job candidate arrives for the interview dressed in a conservative navy blue business suit.
- C.
A job candidate sends his résumé and cover letter using a bulk mailing permit for postage.
- D.
A job candidate uses a laser printer for copies of the résumé and cover letter.
Correct Answer
C. A job candidate sends his résumé and cover letter using a bulk mailing permit for postage.Explanation
A job candidate sending his résumé and cover letter using a bulk mailing permit for postage sends the least positive nonverbal message because it implies that the candidate is not willing to invest the time and effort to personalize the application for each potential employer. Using a bulk mailing permit suggests a lack of attention to detail and a lack of interest in the specific company or position. This nonverbal message may give the impression that the candidate is not genuinely interested in the job or is simply applying to a large number of positions without considering the individual requirements of each.Rate this question:
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- 27.
Which of the following statements is most accurate?
- A.
Because e-mail is considered an informal method of business communication, its appearance doesn’t matter.
- B.
Casual work clothes change the image you project.
- C.
Punctuality is valued in business all over the world.
- D.
Facial expressions are far less revealing than eye contact.
Correct Answer
B. Casual work clothes change the image you project.Explanation
Casual work clothes change the image you project. This statement is the most accurate because the way we dress in a professional setting can greatly impact how others perceive us. Casual attire may give off a more relaxed and informal impression, while dressing more formally can convey professionalism and competence. The way we dress can also affect our confidence and how we carry ourselves, which can further influence how others perceive us in a business environment.Rate this question:
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- 28.
Which of the following is an effective way to improve your nonverbal communication skills?
- A.
If a nonverbal message contradicts a verbal one, ask questions to gain additional clues.
- B.
Watch facial expressions and body language to understand both the verbal and nonverbal messages being delivered.
- C.
Beware of interpreting nonverbal messages when you don’t understand a situation or culture.
- D.
All of the above.
Correct Answer
D. All of the above.Explanation
The correct answer is "All of the above". This means that all of the given options are effective ways to improve nonverbal communication skills. Asking questions when there is a contradiction between verbal and nonverbal messages helps to gain more information and clarity. Watching facial expressions and body language helps in understanding both verbal and nonverbal messages. Being cautious when interpreting nonverbal messages in unfamiliar situations or cultures is also important. Thus, all of these actions contribute to improving nonverbal communication skills.Rate this question:
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