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. A ________________ can be the difference between understanding and not
encoding
discrimination
tone - people skills - respecting others differently
piece of information


2. Cardinal rule of conflict

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3. Which 2 guidelines for listening would you choose to incorporate more into your listening?
constructive
shows lack of energy/action - appear disinterested or uninvolved - lack self confidence - no appropriate tone at work - appear bored - don't care
be quick to listen and slow to speak - listen to understand
message


4. What are the 3 codes used to express thoughts and feelings?
1. nonverbal: expressions - eye contact - gestures 2. language: what you say 3. paralanguage: other qual. of your voice (pitch - tempo - volume)
decoding
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy
1. other persons behavior 2. you name how it makes you feel 3. the behaviors consequence for you


5. A group of people who work together to set goaks - make decisions - solve problems - and put ideas into action
cross-functional team
language is subjective
non-assertion - direct agression - cowards agression - indirect communication - assertion
team


6. What are the guidelines for listening?

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7. Willingness to take credit and blame for actions
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
cross-functional team
team
accountability .


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


9. What are the different styles for handling conflict?
non-verbal communication
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself
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
non-assertion - direct agression - cowards agression - indirect communication - assertion


10. Receiving criticism

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11. Putting up an emotional guard against negative opinion
defensiveness
self esteem
38%
message


12. Giving criticism

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13. Training of oneself; correction or regulation of oneself for improvement
feedback
self-discipline (control)
ethics
7%


14. Making introductions
direct agression
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
non-assertion - direct agression - cowards agression - indirect communication - assertion
non-assertion


15. The relatively stable perceptions you hold of yourself (who you think you are - e.g. smart)
feedback
negative
self concept
self esteem


16. Effective communication basics
shows lack of energy/action - appear disinterested or uninvolved - lack self confidence - no appropriate tone at work - appear bored - don't care
verbal
tone - people skills - handshakes - eye contact - keeping everyone involved
interpersonal skills


17. Your ability to understand and manage your own emotions and be sensitive to others emotions
self-discipline (control)
emotional intelligence EQ
worry about location - timing - tone
punctual


18. Communicating with words
age - experiences - money - culture - education - religion
defensiveness
noise
verbal


19. Aggressive

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20. Awareness of others perceptions of yourself
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
ability to read others perceptions of you
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
language is subjective


21. Factors that shape our frame of reference
age - experiences - money - culture - education - religion
ability to read others perceptions of you
punctual
cross-functional team


22. Putting message in sending form
feedback
encoding
Concise
location - timing - intensity - relationships


23. _______________ criticism is presented in a way that can help you learn and grow.
location - timing - intensity - relationships
stereotype
discrimination
constructive


24. Conversation killers
tone - people skills - handshakes - eye contact - keeping everyone involved
location - timing - intensity - relationships
eye contact - handshake - proper intro - respect - include all
talk too much about self - talk too little - interrupt others


25. What question helps you be more aware?
Why?
language is symbolic
eye contact - extend hand first - offer firm but relaxed grip
self awareness


26. It takes a lot longer to _____ a relational mess then it does to prevent one
age - experiences - money - culture - education - religion
connotation
clean up
self-discipline (control)


27. Anything that distracts
tact
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
noise
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments


28. What is the nature of conflict?
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship
cross-functional team
accountability .
etiquette


29. Skills that promote relationships with other people.
assertion
cross-functional team
interpersonal skills
indirect communication


30. Hallway
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy
tone - people skills - respecting others differently
interpersonal skills
external noise


31. ABCs for giving directions
clear - complete - concise - considerate
tone - people skills - respecting others differently
internal noise
direct comparison


32. The ability to say and do things in a way that will not offend another person
assertion
it is the most precise tool we have to communicate - but it is also limited (misinterpretations)
be quick to listen and slow to speak - listen to understand
tact


33. Doing what needs to be done and doing it withou tbeing told
punctual
initiative
self awareness
clear - complete - concise - considerate


34. Stress key words - not confusing or complicated
location - timing - intensity - relationships
Clear
defensiveness
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)


35. The symbol reflects our understanding (we see a chair we know its a chair)
stereotype
language is symbolic
ability to read others perceptions of you
channel


36. Factors that shape EQ
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself
discrimination
team
non-assertion - direct agression - cowards agression - indirect communication - assertion


37. The unwillingness to express thoughts and feelings in a conflict (you run)
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself
language is subjective
Clear
non-assertion


38. Associated meaning
self esteem
leadership
channel
connotation


39. What % of communication is language?
7%
shows lack of energy/action - appear disinterested or uninvolved - lack self confidence - no appropriate tone at work - appear bored - don't care
non-verbal communication
noise


40. Self concept that reflects the way we believe others see us
professionalism
reflected appraisal
give constructive attitude - don't hurt feelings/make feel silly - offer possible solutions/good news - face to face
non-assertion


41. What nonverbal symbols are best at communicating?
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
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy
agressive - nonassertive - assertive
eye contact - handshake - proper intro - respect - include all


42. To act as an intermediary; to work with opposing sides in order to resolve a conflict.
non-assertion - direct agression - cowards agression - indirect communication - assertion
connotation
self-discipline (control)
mediation


43. What you're going through when you're trying to interpret
decoding
give constructive attitude - don't hurt feelings/make feel silly - offer possible solutions/good news - face to face
assertion
self esteem


44. What % of communication is nonverbal?
others awareness
Why?
55%
language is subjective


45. We compare our weaknesses with others strengths (causes inferiority)
direct comparison
agressive - nonassertive - assertive
stop what you are doing - be friendly - address by name - state what you are doing - ask questions - include all
professionalism


46. Be brief and to the point
empathic listening: listening with a desire to understand
punctual
encoding
Concise


47. 4 types of love in the greek language
stop what you are doing - be friendly - address by name - state what you are doing - ask questions - include all
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy
ability to read others perceptions of you
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


48. Same words may be interpreted differently than you meant
language is subjective
talk too much about self - talk too little - interrupt others
ability to read others perceptions of you
connotation


49. Handling problems and criticism gracefully and maturely
etiquette
7%
professionalism
frame of reference


50. What are the 3 parts to the 'I Statement?'
assertion
1. other persons behavior 2. you name how it makes you feel 3. the behaviors consequence for you
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
Quickest way to break up a conversation