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.
- 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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