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1. After earning a scholarship for your superior grades in school, you receive a congratulatory letter from the dean. This communication interaction would be considered
a positive stroke.
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2. Which of the following is true concerning Maslow’s theory?
Effective managers recognize ways to help people satisfy their needs.
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3. According to Abraham Maslow, the desire to contribute through philanthropic channels is an example of satisfying
Effective managers recognize ways to help people satisfy their needs.
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4. Which of the following is consistent with McGregor's Theory Y management style?
Management strives to balance control and individual freedom.
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5. Management exercising strong control and motivating its employees through external incentives such as a paycheck are reflective of the ____ style.
Theory X
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6. The most important message in the Johari Window theory is that
trust and openness lead to better communication between people.
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7. As the vice-president of marketing, Aricella gives her employees freedom to make their own decisions and encourages them to express their opinions in meetings. Aricella is a
Type Y manager.
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8. Supervisor Janet tells Juan, "Don't be late for work." Janet's probable metacommunication is
“You are frequently late for work and this is a warning.”
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9. Which of the following statements about nonverbal messages is FALSE?
Nonverbal messages are consistent across cultures.
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10. Robin, task force chair, tells team member Aaron "your proposed solution to this problem is great." Robin's probable metacommunication to Aaron is
“You have previously expressed weak ideas.”
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11. A job applicant appears for an interview in wrinkled clothing. What nonverbal message is the interviewer most likely to receive?
He didn’t care enough to look his best.
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12. You are a U.S. businessperson who has just completed a successful agreement with a Japanese client. As a gesture of friendship, you pat the back of your Japanese client. How is he likely to react?
Stiffen his body, as he considers such touching improper.
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13. Which of the following is NOT a bad listening habit?
Thinking ahead
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14. Which of the following is appropriate etiquette when listening?
Restate in your own words what you think the speaker has said.
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15. Preeti is having a business lunch with Jose to discuss the downsizing of the manufacturing plant in South America. Preeti is expecting an important call on her cell phone during the lunch and answers her phone several times. Preeti is not listening attentively to Jose most likely because of the following listening problem:
Allowing disruptions
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16. Jakeel is a new sales representative with Sensations, Inc. He attends a regional sales meeting, followed by a reception. He converses with three new sales people and an hour later forgets their names. This is an example of the following bad listening habit:
Faking attention: he pretends to listen but misses the message.
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17. An ultimate requirement of listening for information is that the listener
is able to separate fact from fiction and humor from seriousness.
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18. As a student, you are concerned with making a good grade in your economics class. However, instead of taking copious notes, you outline the major points and try to listen and watch the speaker as much as possible. What type of listening are you engaged in?
Listening for information
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19. You are the supervisor of an employee who just learned that she did not receive the promotion she had anticipated. You call her into your office and ask her to discuss her reaction. What type of listening are you engaged in?
Empathetic listening
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20. Which of the following facts makes listening difficult?
Our minds process much faster than a speaker can talk.
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21. Which of the following is a characteristic of Total Quality Management (TQM)?
Functional or departmental boundaries are minimized.
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22. Which of the following is NOT a characteristic of effective groups?
Members compete for the leadership position.
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23. Which of the following stages of team development is often NOT experienced, even in long-term teams?
Performing
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24. In Total Quality Management (TQM) programs, the emphasis is on
distributing the decision-making power throughout the organization.
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25. Which of the following describes the major difference between teams and groups?
Members of teams generally have a higher commitment to the overall goal than do members of groups.
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26. Which of the following stages of team development is marked by optimal performance levels?
Performing
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27. Which of the following is FALSE concerning leadership in teams?
Leaders are optional when an organization moves to a group concept.
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28. In a team with representatives from many different departments in a company, the director of human resources keeps tension low among members. The director of human resources is fulfilling which role in the team?
Harmonizer
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29. Which of the following is FALSE concerning face-to-face meetings?
Face-to-face meetings make it harder to reach consensus.
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30. You are about to conduct a formal meeting with 25 attendees in the boardroom. What guide would you use to ensure orderly communication of ideas and participation?
Robert’s Rules of Order
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31. Guidelines for effective meetings include
limiting meeting length and frequency.
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32. The MOST important reason for teams to utilize agendas and minutes is that
participants know what is expected of them and can track, follow up, and ensure implementation of decisions made in previous meetings.
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33. Which of the following is true concerning WellPoint’s methods of building a service culture?
Offering their website in other languages promotes communication with diverse audiences.
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34. Which of the following is important for U.S. business people to remember when conducting international negotiations?
Laws and ethics as well as customs vary considerably among countries.
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35. Studies indicate that there are gender differences in computer-mediated communication (CMC). Which of the following is FALSE concerning these differences?
Men develop more of a sense of community when using CMC than do women.
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