Instructions:

• Answer 50 questions in 15 minutes.
• If you are not ready to take this test, you can study here.
• Match each statement with the correct term.
• Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.

1. Receiving criticism

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2. What are the different styles for handling conflict?
reflected appraisal
non-assertion - direct agression - cowards agression - indirect communication - assertion
ethics
language is subjective


3. How is verbal communication both a bridge and a barrier?
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy
it is the most precise tool we have to communicate - but it is also limited (misinterpretations)
cross-functional team
noise


4. A listerner's response that tells a sender that the message is understood
if you have to be right - you won't handle conflict well
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy
feedback
message


5. Putting message in sending form
encoding
punctual
piece of information
discrimination


6. Background of communication that influences how people interpret the message
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship
frame of reference
location - timing - intensity - relationships
non-assertion


7. A ________________ can be the difference between understanding and not
piece of information
tone - people skills - respecting others differently
give constructive attitude - don't hurt feelings/make feel silly - offer possible solutions/good news - face to face
Clear


8. The symbol reflects our understanding (we see a chair we know its a chair)
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship
integrity
language is symbolic
reflected appraisal and direct comparison


9. 1 of 2 people who simultaneously send and receive messages (verbal or nonverbal)
constructive
conflict
it is the most precise tool we have to communicate - but it is also limited (misinterpretations)
communication


10. 3 approaches of tone
connotation
non-assertion
agressive - nonassertive - assertive
cowardly agression


11. Cardinal rule of conflict

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12. Giving criticism

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13. Self concept that reflects the way we believe others see us
channel
reflected appraisal
handshake - eye contact - introduction - stopping own conversation
Clear


14. The principles of conduct that govern a group or society
internal noise
constructive
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy
ethics


15. Inspiring and influencing others - setting your actions as example - knowing where to go...
1. Agape: sacrificial love - looking out for the other persons highest and best 2. Phileo: brotherly love 3. Eros: romantic love 4. Storge: love of a parent for a child
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy
leadership
accountability .


16. What is the nature of conflict?
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship
agressive - nonassertive - assertive
location - timing - intensity - relationships
others awareness


17. Conversation killers
cross-functional team
maintain composure - allow others to finish what they have to say - don't interrupt - listen - as questions - thank person - never condemn other person - cool off if angry
talk too much about self - talk too little - interrupt others
1. be quick to listen and slow to speak 2. listen to understand 3. let listening be an act of love (don't listen to talk)


18. The relatively stable perceptions you hold of yourself (who you think you are - e.g. smart)
give constructive attitude - don't hurt feelings/make feel silly - offer possible solutions/good news - face to face
eye contact - extend hand first - offer firm but relaxed grip
self concept
be quick to listen and slow to speak - listen to understand


19. _______________ criticism is presented in a way that can help you learn and grow.
cowardly agression
channel
constructive
mediation


20. Nonassertive

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21. Having good manners in your dealing with people.
etiquette
Quickest way to break up a conversation
1. be quick to listen and slow to speak 2. listen to understand 3. let listening be an act of love (don't listen to talk)
direct comparison


22. Harmonious and assertive tone
1. nonverbal: expressions - eye contact - gestures 2. language: what you say 3. paralanguage: other qual. of your voice (pitch - tempo - volume)
location - timing - intensity - relationships
channel
interpersonal skills


23. What you're going through when you're trying to interpret
reflected appraisal
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy
decoding
indirect communication


24. Effective communication basics
noise
eye contact - handshake - proper intro - respect - include all
tone - people skills - handshakes - eye contact - keeping everyone involved
team


25. Interrupting others
maintain composure - allow others to finish what they have to say - don't interrupt - listen - as questions - thank person - never condemn other person - cool off if angry
it is the most precise tool we have to communicate - but it is also limited (misinterpretations)
Quickest way to break up a conversation
non-verbal communication


26. The medium that carries the message
cowardly agression
38%
channel
clear - complete - concise - considerate


27. Skills that promote relationships with other people.
stereotype
interpersonal skills
reflected appraisal and direct comparison
eye contact - handshake - proper intro - respect - include all


28. Give whole story - don't leave out info
connotation
clear - complete - concise - considerate
tone - people skills - respecting others differently
Complete


29. What % of communication is nonverbal?
non-assertion
55%
non-verbal communication
handshake - eye contact - introduction - stopping own conversation


30. What are the different kinds of intimacy?
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy
feedback
conflict
tone - people skills - respecting others differently


31. Unequal treatment based on such factors as race - religion - nationality - gender - age - or physical appearnace.
discrimination
frame of reference
language is symbolic
stereotype


32. Same words may be interpreted differently than you meant
message
ability to read others perceptions of you
language is subjective
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship


33. Factors that shape our frame of reference
shows lack of energy/action - appear disinterested or uninvolved - lack self confidence - no appropriate tone at work - appear bored - don't care
age - experiences - money - culture - education - religion
emotional intelligence EQ
direct comparison


34. Factors that shape EQ
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself
negative
age - experiences - money - culture - education - religion
non-assertion


35. How is our self concept developed?
reflected appraisal and direct comparison
38%
external noise
defensiveness


36. Stress key words - not confusing or complicated
Clear
tone - people skills - handshakes - eye contact - keeping everyone involved
ethics
piece of information


37. A group of people who work together to set goaks - make decisions - solve problems - and put ideas into action
cross-functional team
it is the most precise tool we have to communicate - but it is also limited (misinterpretations)
team
1. be quick to listen and slow to speak 2. listen to understand 3. let listening be an act of love (don't listen to talk)


38. Speak to issue w/o raising hostility (you help someone come to a conclusion)
indirect communication
Why?
talk too much about self - talk too little - interrupt others
brash - pushy - considers only one point of view - my way of the highway - no compromising - belittle - intimidating or manipulating - don't use this kind of tone - this tone won't get your way - turns people off


39. A group of people from different departments or areas working together.
internal noise
7%
cross-functional team
agressive - nonassertive - assertive


40. Basics of tact and courtesy
Quickest way to break up a conversation
empathic listening: listening with a desire to understand
tone - people skills - respecting others differently
ethics


41. What % of communication is paralanguage?
indirect communication
38%
Complete
Why?


42. Your message expresses thoughts and feelings clearly and directly w/o making judgements
1. nonverbal: expressions - eye contact - gestures 2. language: what you say 3. paralanguage: other qual. of your voice (pitch - tempo - volume)
empathic listening: listening with a desire to understand
assertion
tact


43. Following a strict code of conduct or standard of values
ethics
defensiveness
language is subjective
integrity


44. What is the healthy listening habit?
1. other persons behavior 2. you name how it makes you feel 3. the behaviors consequence for you
empathic listening: listening with a desire to understand
language is symbolic
stereotype


45. Aggressive

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46. Be brief and to the point
channel
interpersonal skills
Concise
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy


47. An oversimplified and distorted belief about a person or group
stereotype
cowardly agression
handshake - eye contact - introduction - stopping own conversation
negative


48. Putting up an emotional guard against negative opinion
empathic listening: listening with a desire to understand
stereotype
defensiveness
tone - people skills - handshakes - eye contact - keeping everyone involved


49. Say something behind back
decoding
shows lack of energy/action - appear disinterested or uninvolved - lack self confidence - no appropriate tone at work - appear bored - don't care
cowardly agression
7%


50. ABCs for giving directions
handshake - eye contact - introduction - stopping own conversation
clear - complete - concise - considerate
defensiveness
Clear