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. Cardinal rule of conflict

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2. What you're going through when you're trying to interpret
decoding
external noise
7%
piece of information


3. Being on time
direct agression
agressive - nonassertive - assertive
punctual
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


4. Stress key words - not confusing or complicated
Clear
feedback
clean up
7%


5. Same words may be interpreted differently than you meant
eye contact - handshake - proper intro - respect - include all
direct comparison
language is subjective
shows lack of energy/action - appear disinterested or uninvolved - lack self confidence - no appropriate tone at work - appear bored - don't care


6. What nonverbal symbols are best at communicating?
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
constructive
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy
ethics


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


8. Willingness to take credit and blame for actions
verbal
38%
clean up
accountability .


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


10. Considerate
initiative
stop what you are doing - be friendly - address by name - state what you are doing - ask questions - include all
ethics
worry about location - timing - tone


11. What % of communication is nonverbal?
interpersonal skills
internal noise
stop what you are doing - be friendly - address by name - state what you are doing - ask questions - include all
55%


12. What are the guidelines for listening?

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13. Showing people they are important to you
tone - people skills - handshakes - eye contact - keeping everyone involved
eye contact - handshake - proper intro - respect - include all
shows lack of energy/action - appear disinterested or uninvolved - lack self confidence - no appropriate tone at work - appear bored - don't care
decoding


14. The principles of conduct that govern a group or society
communication
initiative
team
ethics


15. What question helps you be more aware?
decoding
Why?
handshake - eye contact - introduction - stopping own conversation
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy


16. Give whole story - don't leave out info
tone - people skills - handshakes - eye contact - keeping everyone involved
connotation
55%
Complete


17. Nonassertive

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18. A struggle between 2 or more people
reflected appraisal and direct comparison
emotional intelligence EQ
conflict
7%


19. How is verbal communication both a bridge and a barrier?
communication
it is the most precise tool we have to communicate - but it is also limited (misinterpretations)
piece of information
non-assertion - direct agression - cowards agression - indirect communication - assertion


20. Giving criticism

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21. Harmonious and assertive tone
punctual
location - timing - intensity - relationships
integrity
external noise


22. What % of communication is language?
7%
channel
tact
interpersonal skills


23. The intended meaning of the communication sent
mediation
message
handshake - eye contact - introduction - stopping own conversation
tone - people skills - handshakes - eye contact - keeping everyone involved


24. Doing what needs to be done and doing it withou tbeing told
non-assertion - direct agression - cowards agression - indirect communication - assertion
55%
initiative
shows lack of energy/action - appear disinterested or uninvolved - lack self confidence - no appropriate tone at work - appear bored - don't care


25. How is our self concept developed?
professionalism
reflected appraisal and direct comparison
age - experiences - money - culture - education - religion
non-verbal communication


26. Basics of tact and courtesy
tone - people skills - respecting others differently
external noise
internal noise
negative


27. 4 types of love in the greek language
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
self concept
non-assertion
cross-functional team


28. Conversation killers
punctual
worry about location - timing - tone
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


29. Making introductions
etiquette
Clear
38%
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments


30. Self concept that reflects the way we believe others see us
conflict
7%
reflected appraisal
Concise


31. The ability to say and do things in a way that will not offend another person
decoding
7%
tact
self concept


32. Evaluations of self worth (how you feel about these qualities)
self esteem
ethics
non-verbal communication
non-assertion - direct agression - cowards agression - indirect communication - assertion


33. The medium that carries the message
leadership
clean up
it is the most precise tool we have to communicate - but it is also limited (misinterpretations)
channel


34. A group of people who work together to set goaks - make decisions - solve problems - and put ideas into action
team
eye contact - handshake - proper intro - respect - include all
encoding
non-verbal communication


35. ABCs for giving directions
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
clear - complete - concise - considerate
give constructive attitude - don't hurt feelings/make feel silly - offer possible solutions/good news - face to face


36. 3 approaches of tone
7%
1. other persons behavior 2. you name how it makes you feel 3. the behaviors consequence for you
55%
agressive - nonassertive - assertive


37. The relatively stable perceptions you hold of yourself (who you think you are - e.g. smart)
self esteem
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
self concept
location - timing - intensity - relationships


38. To act as an intermediary; to work with opposing sides in order to resolve a conflict.
mediation
agressive - nonassertive - assertive
indirect communication
1. nonverbal: expressions - eye contact - gestures 2. language: what you say 3. paralanguage: other qual. of your voice (pitch - tempo - volume)


39. Hallway
external noise
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)
punctual
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy


40. Anything that distracts
ability to read others perceptions of you
noise
stereotype
self esteem


41. Speak to issue w/o raising hostility (you help someone come to a conclusion)
internal noise
55%
indirect communication
piece of information


42. Steps to good professional communication
handshake - eye contact - introduction - stopping own conversation
Why?
leadership
Quickest way to break up a conversation


43. Training of oneself; correction or regulation of oneself for improvement
talk too much about self - talk too little - interrupt others
accountability .
self-discipline (control)
handshake - eye contact - introduction - stopping own conversation


44. Your message expresses thoughts and feelings clearly and directly w/o making judgements
assertion
others awareness
direct agression
reflected appraisal


45. Putting up an emotional guard against negative opinion
defensiveness
frame of reference
non-verbal communication
channel


46. Following a strict code of conduct or standard of values
it is the most precise tool we have to communicate - but it is also limited (misinterpretations)
reflected appraisal and direct comparison
integrity
ethics


47. Effective communication basics
location - timing - intensity - relationships
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy
tone - people skills - respecting others differently
tone - people skills - handshakes - eye contact - keeping everyone involved


48. The symbol reflects our understanding (we see a chair we know its a chair)
direct comparison
language is symbolic
negative
conflict


49. A listerner's response that tells a sender that the message is understood
38%
feedback
others awareness
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy


50. Receiving criticism

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