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People Skills

Instructions:

Answer 50 questions in 15 minutes.
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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 are the guidelines for listening?

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2. What you're going through when you're trying to interpret
constructive
external noise
encoding
decoding

3. Conversation killers
conflict
Clear
7%
talk too much about self - talk too little - interrupt others

4. Nonassertive

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5. Putting message in sending form
shows lack of energy/action - appear disinterested or uninvolved - lack self confidence - no appropriate tone at work - appear bored - don't care
external noise
encoding
agressive - nonassertive - assertive

6. Same words may be interpreted differently than you meant
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship
indirect communication
language is subjective
others awareness

7. How is our self concept developed?
reflected appraisal and direct comparison
interpersonal skills
handshake - eye contact - introduction - stopping own conversation
punctual

8. What are the 3 parts to the 'I Statement?'
1. other persons behavior 2. you name how it makes you feel 3. the behaviors consequence for you
be quick to listen and slow to speak - listen to understand
professionalism
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

9. Self concept that reflects the way we believe others see us
shows lack of energy/action - appear disinterested or uninvolved - lack self confidence - no appropriate tone at work - appear bored - don't care
team
reflected appraisal
initiative

10. Being on time
punctual
shows lack of energy/action - appear disinterested or uninvolved - lack self confidence - no appropriate tone at work - appear bored - don't care
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
1. other persons behavior 2. you name how it makes you feel 3. the behaviors consequence for you

11. The intended meaning of the communication sent
emotional intelligence EQ
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself
message
punctual

12. Steps to good professional communication
cowardly agression
clean up
ability to read others perceptions of you
handshake - eye contact - introduction - stopping own conversation

13. The principles of conduct that govern a group or society
ethics
self-discipline (control)
communication
Quickest way to break up a conversation

14. An oversimplified and distorted belief about a person or group
stereotype
noise
clear - complete - concise - considerate
clean up

15. Factors that shape EQ
self concept
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself
non-assertion
mediation

16. Factors that shape our frame of reference
55%
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
if you have to be right - you won't handle conflict well

17. Proper handshake
eye contact - extend hand first - offer firm but relaxed grip
punctual
initiative
leadership

18. Unequal treatment based on such factors as race - religion - nationality - gender - age - or physical appearnace.
accountability .
discrimination
Concise
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship

19. What is the healthy listening habit?
professionalism
empathic listening: listening with a desire to understand
tone - people skills - handshakes - eye contact - keeping everyone involved
location - timing - intensity - relationships

20. What question helps you be more aware?
eye contact - handshake - proper intro - respect - include all
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself
Why?
stereotype

21. The symbol reflects our understanding (we see a chair we know its a chair)
Complete
ethics
language is symbolic
tone - people skills - respecting others differently

22. Criticism expressed in a way that threatens the other person (retaliate)
stereotype
1. other persons behavior 2. you name how it makes you feel 3. the behaviors consequence for you
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
direct agression

23. The ability to say and do things in a way that will not offend another person
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
assertion
clean up
tact

24. Be brief and to the point
direct agression
encoding
Concise
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship

25. Handling problems and criticism gracefully and maturely
non-verbal communication
professionalism
stereotype
conflict

26. Which 2 guidelines for listening would you choose to incorporate more into your listening?
be quick to listen and slow to speak - listen to understand
self concept
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

27. Having good manners in your dealing with people.
frame of reference
Why?
etiquette
non-verbal communication

28. We compare our weaknesses with others strengths (causes inferiority)
reflected appraisal and direct comparison
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
emotional intelligence EQ
direct comparison

29. What are the unhealthy listening patterns and habits?
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
language is subjective
empathic listening: listening with a desire to understand
shows lack of energy/action - appear disinterested or uninvolved - lack self confidence - no appropriate tone at work - appear bored - don't care

30. Considerate
worry about location - timing - tone
conflict
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself
constructive

31. How is verbal communication both a bridge and a barrier?
accountability .
eye contact - handshake - proper intro - respect - include all
it is the most precise tool we have to communicate - but it is also limited (misinterpretations)
if you have to be right - you won't handle conflict well

32. What % of communication is paralanguage?
cross-functional team
etiquette
handshake - eye contact - introduction - stopping own conversation
38%

33. How conscious you are of your own motivations - thoughts - and feelings
ethics
1. nonverbal: expressions - eye contact - gestures 2. language: what you say 3. paralanguage: other qual. of your voice (pitch - tempo - volume)
if you have to be right - you won't handle conflict well
self awareness

34. Inspiring and influencing others - setting your actions as example - knowing where to go...
leadership
professionalism
direct agression
verbal

35. ABCs for giving directions
constructive
self concept
if you have to be right - you won't handle conflict well
clear - complete - concise - considerate

36. A group of people from different departments or areas working together.
cross-functional team
location - timing - intensity - relationships
defensiveness
non-assertion

37. Your message expresses thoughts and feelings clearly and directly w/o making judgements
etiquette
conflict
assertion
55%

38. Your ability to understand and manage your own emotions and be sensitive to others emotions
self esteem
handshake - eye contact - introduction - stopping own conversation
channel
emotional intelligence EQ

39. Receiving criticism

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40. A ________________ can be the difference between understanding and not
message
piece of information
decoding
encoding

41. Say something behind back
cowardly agression
communication
frame of reference
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

42. Interrupting others
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy
self concept
tone - people skills - handshakes - eye contact - keeping everyone involved
Quickest way to break up a conversation

43. Communicating without the use of words
non-verbal communication
language is symbolic
ability to read others perceptions of you
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship

44. What are the different styles for handling conflict?
shows lack of energy/action - appear disinterested or uninvolved - lack self confidence - no appropriate tone at work - appear bored - don't care
tone - people skills - handshakes - eye contact - keeping everyone involved
message
non-assertion - direct agression - cowards agression - indirect communication - assertion

45. 4 types of love in the greek language
language is symbolic
tone - people skills - respecting others differently
55%
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

46. 1 of 2 people who simultaneously send and receive messages (verbal or nonverbal)
be quick to listen and slow to speak - listen to understand
communication
connotation
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

47. Showing people they are important to you
eye contact - handshake - proper intro - respect - include all
integrity
agressive - nonassertive - assertive
Quickest way to break up a conversation

48. What % of communication is nonverbal?
location - timing - intensity - relationships
it is the most precise tool we have to communicate - but it is also limited (misinterpretations)
self concept
55%

49. What nonverbal symbols are best at communicating?
team
Complete
stop what you are doing - be friendly - address by name - state what you are doing - ask questions - include all
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy

50. Your conscious read of others thoughts and feelings
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
mediation
others awareness

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