People Skills

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. What is the nature of conflict?
channel
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship
stop what you are doing - be friendly - address by name - state what you are doing - ask questions - include all
noise


2. Making introductions
agressive - nonassertive - assertive
1. other persons behavior 2. you name how it makes you feel 3. the behaviors consequence for you
language is subjective
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments


3. The unwillingness to express thoughts and feelings in a conflict (you run)
cross-functional team
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
non-assertion
give constructive attitude - don't hurt feelings/make feel silly - offer possible solutions/good news - face to face


4. Cardinal rule of conflict

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5. Background of communication that influences how people interpret the message
frame of reference
stereotype
1. other persons behavior 2. you name how it makes you feel 3. the behaviors consequence for you
location - timing - intensity - relationships


6. Inspiring and influencing others - setting your actions as example - knowing where to go...
tact
leadership
direct agression
1. nonverbal: expressions - eye contact - gestures 2. language: what you say 3. paralanguage: other qual. of your voice (pitch - tempo - volume)


7. ABCs for giving directions
be quick to listen and slow to speak - listen to understand
conflict
noise
clear - complete - concise - considerate


8. Which 2 guidelines for listening would you choose to incorporate more into your listening?
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
be quick to listen and slow to speak - listen to understand
leadership
interpersonal skills


9. How conscious you are of your own motivations - thoughts - and feelings
self awareness
talk too much about self - talk too little - interrupt others
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
internal noise


10. What % of communication is language?
give constructive attitude - don't hurt feelings/make feel silly - offer possible solutions/good news - face to face
channel
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
7%


11. 1 of 2 people who simultaneously send and receive messages (verbal or nonverbal)
reflected appraisal and direct comparison
communication
cowardly agression
internal noise


12. Putting up an emotional guard against negative opinion
tone - people skills - respecting others differently
emotional intelligence EQ
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
defensiveness


13. Unequal treatment based on such factors as race - religion - nationality - gender - age - or physical appearnace.
channel
tone - people skills - handshakes - eye contact - keeping everyone involved
Concise
discrimination


14. Introducing a new person to a group
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy
non-assertion
stop what you are doing - be friendly - address by name - state what you are doing - ask questions - include all


15. Associated meaning
Clear
7%
connotation
external noise


16. The medium that carries the message
language is symbolic
talk too much about self - talk too little - interrupt others
channel
assertion


17. What are the different styles for handling conflict?
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself
age - experiences - money - culture - education - religion
accountability .
non-assertion - direct agression - cowards agression - indirect communication - assertion


18. What are the guidelines for listening?

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19. To act as an intermediary; to work with opposing sides in order to resolve a conflict.
reflected appraisal
mediation
frame of reference
language is symbolic


20. Say something behind back
talk too much about self - talk too little - interrupt others
1. pseudo listening: imitation of listening 2. stage hogging: turn what they say to you 3. selective listening: listen to parts 4. insulated listening: uncomfortable w/ subject so you change it 5. multitask listening
cowardly agression
feedback


21. Nonassertive

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22. How is verbal communication both a bridge and a barrier?
language is symbolic
stop what you are doing - be friendly - address by name - state what you are doing - ask questions - include all
Clear
it is the most precise tool we have to communicate - but it is also limited (misinterpretations)


23. Hunger
noise
channel
internal noise
negative


24. Following a strict code of conduct or standard of values
integrity
Clear
reflected appraisal and direct comparison
reflected appraisal


25. Steps to good professional communication
direct comparison
communication
talk too much about self - talk too little - interrupt others
handshake - eye contact - introduction - stopping own conversation


26. Giving criticism

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27. What question helps you be more aware?
conflict
55%
Why?
connotation


28. An oversimplified and distorted belief about a person or group
empathic listening: listening with a desire to understand
conflict
stereotype
self-discipline (control)


29. The principles of conduct that govern a group or society
eye contact - handshake - proper intro - respect - include all
self esteem
ethics
be quick to listen and slow to speak - listen to understand


30. Proper handshake
self esteem
eye contact - extend hand first - offer firm but relaxed grip
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy
language is symbolic


31. Be brief and to the point
direct comparison
interpersonal skills
Concise
external noise


32. Having good manners in your dealing with people.
conflict
etiquette
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
team


33. Being on time
initiative
punctual
eye contact - handshake - proper intro - respect - include all
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


34. _______________ criticism is presented in a way that can help you learn and grow.
constructive
1. other persons behavior 2. you name how it makes you feel 3. the behaviors consequence for you
etiquette
noise


35. What % of communication is nonverbal?
55%
direct comparison
tone - people skills - handshakes - eye contact - keeping everyone involved
team


36. Give whole story - don't leave out info
connotation
eye contact - handshake - proper intro - respect - include all
integrity
Complete


37. 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
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy
age - experiences - money - culture - education - religion


38. What are the 3 parts to the 'I Statement?'
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship
1. other persons behavior 2. you name how it makes you feel 3. the behaviors consequence for you
mediation
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments


39. Aggressive

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40. The intended meaning of the communication sent
worry about location - timing - tone
message
Concise
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)


41. Harmonious and assertive tone
ability to read others perceptions of you
location - timing - intensity - relationships
non-assertion - direct agression - cowards agression - indirect communication - assertion
leadership


42. The symbol reflects our understanding (we see a chair we know its a chair)
clean up
7%
language is symbolic
cowardly agression


43. What % of communication is paralanguage?
frame of reference
non-assertion - direct agression - cowards agression - indirect communication - assertion
38%
cross-functional team


44. Criticism expressed in a way that threatens the other person (retaliate)
direct agression
connotation
stop what you are doing - be friendly - address by name - state what you are doing - ask questions - include all
mediation


45. What are the unhealthy listening patterns and habits?
if you have to be right - you won't handle conflict well
cowardly agression
noise
1. pseudo listening: imitation of listening 2. stage hogging: turn what they say to you 3. selective listening: listen to parts 4. insulated listening: uncomfortable w/ subject so you change it 5. multitask listening


46. A listerner's response that tells a sender that the message is understood
feedback
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship
tone - people skills - respecting others differently


47. Same words may be interpreted differently than you meant
channel
language is subjective
others awareness
tone - people skills - handshakes - eye contact - keeping everyone involved


48. Evaluations of self worth (how you feel about these qualities)
stereotype
self esteem
verbal
punctual


49. Stress key words - not confusing or complicated
Clear
Concise
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
interpersonal skills


50. Considerate
non-verbal communication
worry about location - timing - tone
indirect communication
professionalism