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. Proper handshake
eye contact - extend hand first - offer firm but relaxed grip
handshake - eye contact - introduction - stopping own conversation
non-assertion
verbal


2. What are the different kinds of intimacy?
handshake - eye contact - introduction - stopping own conversation
give constructive attitude - don't hurt feelings/make feel silly - offer possible solutions/good news - face to face
shows lack of energy/action - appear disinterested or uninvolved - lack self confidence - no appropriate tone at work - appear bored - don't care
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy


3. An oversimplified and distorted belief about a person or group
internal noise
stereotype
cross-functional team
professionalism


4. The medium that carries the message
tone - people skills - respecting others differently
channel
external noise
punctual


5. Cardinal rule of conflict

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6. A listerner's response that tells a sender that the message is understood
discrimination
feedback
non-assertion
external noise


7. A ________________ can be the difference between understanding and not
empathic listening: listening with a desire to understand
connotation
1. nonverbal: expressions - eye contact - gestures 2. language: what you say 3. paralanguage: other qual. of your voice (pitch - tempo - volume)
piece of information


8. The relatively stable perceptions you hold of yourself (who you think you are - e.g. smart)
feedback
self concept
7%
clean up


9. Hallway
eye contact - extend hand first - offer firm but relaxed grip
non-assertion - direct agression - cowards agression - indirect communication - assertion
it is the most precise tool we have to communicate - but it is also limited (misinterpretations)
external noise


10. What are the unhealthy listening patterns and habits?
cross-functional team
frame of reference
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy
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


11. Aggressive

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12. Being on time
Clear
verbal
punctual
Concise


13. Handling problems and criticism gracefully and maturely
Why?
indirect communication
professionalism
non-assertion


14. Which 2 guidelines for listening would you choose to incorporate more into your listening?
direct agression
tone - people skills - handshakes - eye contact - keeping everyone involved
be quick to listen and slow to speak - listen to understand
message


15. Say something behind back
Complete
cowardly agression
constructive
frame of reference


16. Associated meaning
external noise
38%
connotation
initiative


17. Give whole story - don't leave out info
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy
Complete
accountability .
self concept


18. Putting up an emotional guard against negative opinion
non-assertion
defensiveness
talk too much about self - talk too little - interrupt others
mediation


19. Training of oneself; correction or regulation of oneself for improvement
self-discipline (control)
decoding
language is symbolic
external noise


20. What are the 3 parts to the 'I Statement?'
worry about location - timing - tone
feedback
1. other persons behavior 2. you name how it makes you feel 3. the behaviors consequence for you
negative


21. Harmonious and assertive tone
location - timing - intensity - relationships
encoding
55%
tone - people skills - respecting others differently


22. A group of people from different departments or areas working together.
cross-functional team
self concept
connotation
be quick to listen and slow to speak - listen to understand


23. Unequal treatment based on such factors as race - religion - nationality - gender - age - or physical appearnace.
language is symbolic
piece of information
negative
discrimination


24. What % of communication is paralanguage?
55%
etiquette
language is symbolic
38%


25. Factors that shape EQ
empathic listening: listening with a desire to understand
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
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


26. The principles of conduct that govern a group or society
conflict
Why?
ethics
language is subjective


27. It takes a lot longer to _____ a relational mess then it does to prevent one
cross-functional team
location - timing - intensity - relationships
clean up
stop what you are doing - be friendly - address by name - state what you are doing - ask questions - include all


28. Introducing a new person to a group
stop what you are doing - be friendly - address by name - state what you are doing - ask questions - include all
language is subjective
accountability .
etiquette


29. Your ability to understand and manage your own emotions and be sensitive to others emotions
team
eye contact - extend hand first - offer firm but relaxed grip
emotional intelligence EQ
connotation


30. Doing what needs to be done and doing it withou tbeing told
agressive - nonassertive - assertive
clean up
1. other persons behavior 2. you name how it makes you feel 3. the behaviors consequence for you
initiative


31. What % of communication is nonverbal?
self-discipline (control)
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
55%
others awareness


32. How is verbal communication both a bridge and a barrier?
internal noise
language is symbolic
it is the most precise tool we have to communicate - but it is also limited (misinterpretations)
age - experiences - money - culture - education - religion


33. _______________ criticism is presented in a way that can help you learn and grow.
constructive
be quick to listen and slow to speak - listen to understand
tone - people skills - respecting others differently
if you have to be right - you won't handle conflict well


34. Stress key words - not confusing or complicated
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy
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
noise
Clear


35. Conversation killers
direct agression
talk too much about self - talk too little - interrupt others
stop what you are doing - be friendly - address by name - state what you are doing - ask questions - include all
Complete


36. 4 types of love in the greek language
others awareness
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
38%
tone - people skills - respecting others differently


37. The unwillingness to express thoughts and feelings in a conflict (you run)
non-assertion
shows lack of energy/action - appear disinterested or uninvolved - lack self confidence - no appropriate tone at work - appear bored - don't care
piece of information
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


38. What are the guidelines for listening?

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39. Steps to good professional communication
handshake - eye contact - introduction - stopping own conversation
accountability .
external noise
discrimination


40. What are the 3 codes used to express thoughts and feelings?
language is symbolic
1. nonverbal: expressions - eye contact - gestures 2. language: what you say 3. paralanguage: other qual. of your voice (pitch - tempo - volume)
self-discipline (control)
others awareness


41. Speak to issue w/o raising hostility (you help someone come to a conclusion)
decoding
indirect communication
initiative
conflict


42. We compare our weaknesses with others strengths (causes inferiority)
direct comparison
7%
encoding
accountability .


43. Nonassertive

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44. Criticism expressed in a way that threatens the other person (retaliate)
discrimination
direct agression
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy
Clear


45. What % of communication is language?
connotation
clean up
7%
tone - people skills - handshakes - eye contact - keeping everyone involved


46. Awareness of others perceptions of yourself
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
discrimination
self concept
ability to read others perceptions of you


47. What are the different styles for handling conflict?
non-assertion - direct agression - cowards agression - indirect communication - assertion
Clear
indirect communication
reflected appraisal and direct comparison


48. A group of people who work together to set goaks - make decisions - solve problems - and put ideas into action
team
stereotype
assertion
non-verbal communication


49. Receiving criticism

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50. What you're going through when you're trying to interpret
handshake - eye contact - introduction - stopping own conversation
negative
channel
decoding