Business Quiz: Workplace Communication

28 Questions | Total Attempts: 1394

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Business Quiz: Workplace Communication - Quiz

Business communication quiz chapter 3.


Questions and Answers
  • 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.

  • 2. 
    Business executives spend the greatest share of their communication time:
    • A. 

      Reading

    • B. 

      Listening

    • C. 

      Speaking

    • D. 

      Writing

  • 3. 
    Experts say that we listen at an efficiency rate of:
    • A. 

      25 percent.

    • B. 

      77 percent.

    • C. 

      50 percent.

    • D. 

      10 percent.

  • 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

  • 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.

  • 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

  • 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

  • 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

  • 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.

  • 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.

  • 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

  • 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.

  • 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.

  • 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.

  • 15. 
    Good listeners need to 
    • A. 

      Be open minded.

    • B. 

      Have a positive attitude.

    • C. 

      Be involved.

    • D. 

      All of the above.

  • 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.

  • 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.

  • 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

  • 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

  • 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

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

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