This Business Quiz on Workplace Communication assesses key skills in listening, evaluating messages, and interacting effectively with superiors. It's designed to enhance critical listening and communication efficiency in a professional setting.
Listening skills are an important part of customer service.
Skills such as listening, writing, and speaking often determine career success.
Workers are most satisfied when they feel that management listens to their concerns.
All of the above.
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Complement and illustrate.
Replace and substitute for saying “yes.”
Control and regulate the situation.
Contradict her boss’s question
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Don’t maintain direct eye contact because doing so may distract the speaker.
Interrupt whenever you have an opinion on the topic to share with your speaker.
While you are waiting for a speaker’s next idea, use the time to review what the speaker is saying.
If you try to take notes, you might miss something.
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Silently reviewing key points and details.
Mentally shortening the speaker’s main points.
Summarizing a message in your own words.
Providing examples and details to amplify the main points.
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Never convey your ignorance by asking “dumb” questions to clarify instructions.
Show your interest by leaning forward.
Feel free to answer the phone if you receive a call.
Rely on your memory for the details rather than take notes.
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If a nonverbal message contradicts a verbal one, ask questions to gain additional clues.
Watch facial expressions and body language to understand both the verbal and nonverbal messages being delivered.
Beware of interpreting nonverbal messages when you don’t understand a situation or culture.
All of the above.
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Reading
Listening
Speaking
Writing
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He arranges the office so that workers have their own completely partitioned spaces.
He arranges chairs for a meeting in a semi-circle.
He arranges workers’ desks in straight rows opposite his desk.
He spends most of the day in his own glass-walled office.
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Dampening
Lagging
Reflecting
Redirecting
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Alyssa should review the information that she has heard.
Alyssa should try to relate that information to something else.
Alyssa should first decide what she wants to remember.
All of the above.
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Discriminative listening
Critical listening
Lag time
Efficiency listening
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Listening to customers can result in increased sales and profitability.
Companies should hire employees who already possess good listening skills because training employees in this area is usually ineffective.
Many organizations today stay in touch with customers through call centres that process hundreds of thousands of telephone calls daily.
Listening can be a strong customer retention tool.
25 percent.
77 percent.
50 percent.
10 percent.
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A job candidate prepares an original cover letter for each potential employer using stationery to match the résumé.
A job candidate arrives for the interview dressed in a conservative navy blue business suit.
A job candidate sends his résumé and cover letter using a bulk mailing permit for postage.
A job candidate uses a laser printer for copies of the résumé and cover letter.
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Keep a positive attitude toward the message and the speaker.
Paraphrase the key ideas in the message.
Be tolerant of the speaker’s ideas.
Be patient with the speaker.
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Evaluation stage of the listening process.
Perception stage of the listening process.
Interpretation stage of the listening process.
Action stage of the listening process.
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To complement and illustrate
To contradict
To control and regulate
To reinforce and accentuate
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To complement and illustrate
To reinforce and accentuate
To contradict
To replace and substitute
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The words used in a message carry more meaning than nonverbal cues.
Nonverbal messages can be interpreted with a great deal of accuracy.
Messages are especially difficult to decipher when the verbal and nonverbal codes contradict each other.
Nonverbal communication is always unintentional.
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The length and form of eye contact are learned reactions.
Prolonged eye contact suggests fear or stress.
Eye contact should always be very brief.
Nonverbal cues, including eye contact, have identical meanings in most cultures.
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Most people can control their facial expressions so they can control the nonverbal messages they send.
Gestures generally add verbal meaning to nonverbal messages rather than conveying the entire meaning by themselves.
Most communicators consider the eyes to be the most accurate predictor of a speaker’s true feelings and attitudes.
A speaker’s nonverbal cues rarely contradict the verbal message.
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Lack of training
Large number of competing sounds and stimuli in our lives
Physical hearing disability
Ability to process speech faster than others can speak
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Most people can control their facial expressions so they can control the nonverbal messages they send
Gestures generally add verbal meaning to nonverbal messages rather than conveying the entire meaning by themselves.
How we structure and use time tells observers about our personality and attitudes.
A speaker’s nonverbal cues rarely contradict the verbal message.
Retention
Action
Involvement
Evaluation
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Women tend to listen for facts.
When they interrupt, women do so to communicate agreement.
Women listeners usually provide steady eye contact, remain stationary, and nod their heads.
Women see listening as an opportunity to connect with the other person on a personal level.
Because e-mail is considered an informal method of business communication, its appearance doesn’t matter.
Casual work clothes change the image you project.
Punctuality is valued in business all over the world.
Facial expressions are far less revealing than eye contact.
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Reflecting
Lagging
Dampening
Redirecting
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