BUS 210 Business Communication Chapter 2 Questions And Answers.

BUS 210 Business Communication Chapter 2 Questions And Answers. 1) Passive listening means ________. A) focusing attentively on what a speaker says B) hearing information without actively paying attention to ensure understanding C) actively working to understand the information a speaker is providing D) trying to interpret the information presented by a speaker E) responding to a speaker to acknowledge understanding Answer: B Explanation: B) Passive listening means hearing information without actively paying attention to ensure understanding. In business this kind of passive listening can lead to costly mistakes. Classification: Conceptual AASCB: Communication Abilities Objective: 2.1 Difficulty: Easy Learning Outcome: Describe best practices in team and interpersonal communication 2) Which of the following best exemplifies a costly mistake that can be attributed to passive listening? A) forgetting to reorder supplies and having work come to a standstill while you send an employee out to restock B) taking an order so large that your factory has to run costly overtime shifts to meet the production deadline C) failing to proof your report before making copies of it, and having to reprint them all after you realize this and correct the typos D) scheduling two appointments for the same time and having to cancel on one of your clients at the last minute E) mailing out a coupon giving customers 50% off on their orders because you misheard when your boss asked you to create a coupon for 15% off Answer: E Explanation: E) Not listening carefully or taking the time to confirm the information with your boss led to the costly mistake of giving customers a coupon for more than three times the discount your boss intended. Classification: Application AASCB: Analytic Skills Objective: 2.1 Difficulty: Moderate Learning Outcome: Describe best practices in team and interpersonal communication 1 3) Which of the following is one of the categories of active listening skills? A) describing B) evaluating C) implying D) interrupting E) conveying Answer: B Explanation: B) Active listening is a process of focusing attentively on what a speaker says, actively working to understand and interpret the information, and then responding to acknowledge understanding. Classification: Conceptual AASCB: Communication Abilities Objective: 2.1 Difficulty: Easy Learning Outcome: Describe best practices in team and interpersonal communication 4) The active listening skills used when you listen to the spoken word are ________ when you "listen" to what people say in their writing. A) inapplicable B) equally useful C) much more required D) far less effective E) rarely used Answer: B Explanation: B) Understanding the meaning of an email message can be as difficult as understanding the meaning of a conversation. Classification: Conceptual AASCB: Communication Abilities Objective: 2.1 Difficulty: Easy Learning Outcome: Describe best practices in team and interpersonal communication 5) Which of the following is an environmental hearing distraction? A) a car alarm being set off B) a ringing sound in one's ears after attending a loud concert C) blocked ears due to a cold D) inability to focus due to a migraine E) tinnitus after hearing an explosion Answer: A Explanation: A) Physiological barriers arise from a listener's physical state. An alarm going off is an external distraction in the environment, while all the other choices are physiological. Classification: Application AASCB: Analytic Skills Objective: 2.1 Difficulty: Moderate Learning Outcome: Discuss the challenges and importance of business communications 2 6) Which of the following is a physiological barrier to hearing? A) car horns and idling engines at an intersection B) conversations in a crowded restaurant C) loud music at an outdoor street fair D) clogged ears after swimming E) loud noise made during construction work Answer: D Explanation: D) Physiological barriers arise from a listener's physical state, so this choice is correct. The other choices are all external distractions. Classification: Application AASCB: Analytic Skills Objective: 2.1 Difficulty: Moderate Learning Outcome: Discuss the challenges and importance of business communications 7) The key to hearing accurately is focus. Which of the following is recommended for better focus? A) looking at the speaker B) multitasking while listening to what is being said C) discussing the topic with other listeners D) thinking about what has been previously said E) browsing the Internet for similar topics while listening to the speaker Answer: A Explanation: A) Looking at the speaker allows the brain to focus on what is being said. All other options distract you from the speech. Classification: Application AASCB: Analytic Skills Objective: 2.1 Difficulty: Moderate Learning Outcome: Describe best practices in team and interpersonal communication 3 8) Which of the following is an example of a difficulty in listening comprehension? A) not hearing what the ER doctor says because an ambulance outside is blaring its siren B) not understanding what the ER doctor means when he says you are suffering from hypertension C) not hearing what the ER doctor says because of the conversation and cries of pain in the waiting area D) not listening to what the ER doctor says because you're distracted by the new patient who's just been wheeled into the room E) not understanding what the ER doctor says because you have a head cold and your ears are clogged Answer: B Explanation: B) One barrier to listening comprehension is not understanding vocabulary or jargon that is unfamiliar to you. Classification: Application AASCB: Analytic Skills Objective: 2.1 Difficulty: Moderate Learning Outcome: Discuss the challenges and importance of business communications 9) Which of the following is a barrier to listening comprehension? A) many people speaking simultaneously B) loud volume of the speaker C) unfamiliar vocabulary D) ringing telephones E) blocked ears due to a head cold Answer: C Explanation: C) Vocabulary is a barrier to listening comprehension, or how well you understand what you hear. Other choices are mere environmental distractions that distract you from hearing well. Classification: Application AASCB: Analytic Skills Objective: 2.1 Difficulty: Easy Learning Outcome: Discuss the challenges and importance of business communications 4 10) ________ involves analyzing the meaning of what you hear, read, or see to determine its intention. A) Passive listening B) Telecommuting C) Listening comprehension D) Interpretation E) Nonverbal communication Answer: D Explanation: D) Interpretation is different from comprehension. It involves analyzing the meaning of what you hear, read, or see to determine its intention. Classification: Conceptual AASCB: Communication Abilities Objective: 2.1 Difficulty: Easy Learning Outcome: Discuss the challenges and importance of business communications 11) On your first day at a new job you receive an email asking you to submit your SBDs by Friday, so they can be vetted for inclusion in the new module. You need to ask for clarification as you don't know what is being asked of you. This is an example of a barrier to ________. A) passive listening B) active listening C) listening comprehension D) interpretation E) nonverbal communication Answer: C Explanation: C) Listening comprehension refers to how well you understand what you read or hear. Barriers to listening comprehension include language differences, including accents, as well as unfamiliar jargon and vocabulary. The terms "SBDs," "vetted," and "module" are particular to the new workplace, and failing to understand what they mean leads to a breakdown in comprehension. Classification: Application AASCB: Analytic Skills Objective: 2.1 Difficulty: Difficult Learning Outcome: Discuss the challenges and importance of business communications 5 As you're packing up to leave the office on a Friday afternoon, your boss tells you that she'd like a status report from you as soon as possible. You head out for the weekend and complete the status report first thing Monday morning. When your boss receives it, she complains that she needed it sooner.