TEST BANK BUSINESS COMMUNICATION Interpersonal Communication and Emotional Intelligence

Chapter 02 Interpersonal Communication and Emotional Intelligence True / False Questions 1. Each person involved in interpersonal communication is both encoding and decoding meaning. True False 2. Decoding is the process of converting meaning into messages composed of words and nonverbal signals. True False 3. In the interpersonal communication process, communicators encode and send messages at the same time that they also receive and decode messages. True False 4. Hearing problems, illness, and memory loss are examples of semantic noise in the communication process. True False 5. Physical noise refers to interference due to attitudes, ideas, and emotions experienced during an interpersonal interaction. True False 2-1 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. DOWNLOAD THE Test Bank for Business Communication Developing Leaders for Networked World 2nd Edition Cardon 6. All outgoing messages are encoded and all incoming messages are decoded through a filter of lifetime experiences. True False 7. High self-awareness includes the ability to manage events that stir strong responses. True False 8. Venting negative feelings is one of the most effective strategies for de-escalating anger. True False 9. People who have low self-management should practice self-talk to improve. True False 10. People with high self-management react defensively with a me-first attitude when threats are perceived. True False 11. Recent business-school graduates rank listening skills among the most important communication skills. True False 12. In a conversation with a co-worker, Kosuke agrees with everything the other person says. Kosuke is successfully practicing the skill of holding judgment. True False 13. During a conversation with his supervisor, Alec paraphrases something that he heard her say. This is an example of a judger statement. True False 2-2 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. DOWNLOAD THE Test Bank for Business Communication Developing Leaders for Networked World 2nd Edition Cardon 14. Sharing your own ideas with your colleagues undermines the active listening process. True False 15. Probing questions are intended to create bonds between people. True False 16. Leading questions are generally open-ended. True False 17. Nonverbal messages, such as posture, are most important when they convey a different emotion than the spoken message. True False 18. A person's motivational value system is a blend of the three primary motives of nurturing, dominating, and autonomizing. True False 19. A manager who wants to hire an effective leader should focus on applicants who are extroverts. True False 20. When one is treated poorly, responding aggressively potentially de-escalates a difficult situation and shows one's character and caring. True False Multiple Choice Questions 2-3 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. DOWNLOAD THE Test Bank for Business Communication Developing Leaders for Networked World 2nd Edition Cardon 21. Which of the following terms best describes the process of sending and receiving verbal and nonverbal messages between two or more people? A. active listening process B. verbal communication process C. interpersonal communication process D. thought process E. review process 22. Melissa intends to say something to the new employee that will make him feel welcome as a member of the team. The thought that Melissa intends to communicate is known as _____. A. meaning B. message C. semantics D. encoding E. empathy 23. _____ is the process of converting meaning into messages composed of words and nonverbal signals. A. Decoding B. Encoding C. Translating D. Filtering E. Communicating 2-4 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. DOWNLOAD THE Test Bank for Business Communication Developing Leaders for Networked World 2nd Edition Cardon 24. Ayesha says, "You're so generous!" in a sarcastic tone. Mario decides that Ayesha thinks he is cheap. What process has Mario just done? A. filtering B. hijacking C. encoding D. synchronizing E. decoding 25. Loud music coming from the next room or distorted formatting in an email message are examples of _____ noise. A. physical B. psychological C. semantic D. physiological E. cognitive 26. _____ noise occurs when communicators apply different meanings to the same words or phrases. A. Psychological B. Physical C. Semantic D. Cognitive E. Physiological 2-5 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. DOWNLOAD THE Test Bank for Business Communication Developing Leaders for Networked World 2nd Edition Cardon 27. Which of the following is an example of psychological noise? A. Jenna's boss does not understand what she tells him because his hearing aid battery dies. B. Jenna's boss does not understand that when she says a product is "bad," she means she likes it. C. Jenna's boss does not take her complaint seriously because construction noise prevented him from hearing it. D. Jenna's boss does not take her complaint seriously because he thinks teenagers always exaggerate. E. Jenna's boss does not remember what she tells him because he has another meeting right after their conversation. 28. All outgoing messages are encoded and all incoming messages are decoded through A. a filter of lifetime experiences. B. psychological noise. C. mitigating information. D. a motivational value system. E. sight-reading. 29. Emotional _____ refers to a situation in which emotions control our behavior causing us to react without thinking. A. filtering B. hijacking C. blackmail D. noise E. intelligence 2-6 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. DOWNLOAD THE Test Bank for Business Communication Developing Leaders for Networked World 2nd Edition Cardon 30. Which of the following is the process of accurately understanding one's own emotions as they occur and how they affect one's behavior and thought? A. self-management B. empathy C. relationship management D. shared meaning E. self-awareness 31. Events that cause strong emotional reactions are called _____. A. triggers B. stressors C. noise D. distracters E. filters 32. Jeanne pays close attention to her emotions at work and takes a quick break whenever she thinks her frustration level might cause her to lash out at a co-worker. What quality does this behavior demonstrate? A. empathy B. self-management C. emotional hijacking D. sight-reading E. psychological noise 2-7 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. DOWNLOAD THE Test Bank for Business Communication Developing Leaders for Networked World 2nd Edition Cardon 33. Which of the following involves the discipline to hold off on current urges to meet long-term intentions? A. empathy B. self-awareness C. self-management D. relationship management E. sight-reading 34. Which of the following domains of emotional intelligence is the "ability to accurately pick up on emotions in other people and understand what is really going on with them"? A. empathy B. relationship management C. self-management D. self-awareness E. pessimism 35. Which of the following is an impact of low self-management on interpersonal communication? A. One directs conversations to topics that are important to self. B. One focuses exclusively on the task at hand without paying attention to rapport-building. C. One provides indirect and vague feedback and ideas to others. D. One frequently vents frustrations without a constructive work purpose. E. One is unaware of his or her own emotional states and its related impacts on communication. 2-8 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of