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. Stress key words - not confusing or complicated
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)
Clear
tone - people skills - handshakes - eye contact - keeping everyone involved
Why?


2. Which 2 guidelines for listening would you choose to incorporate more into your listening?
leadership
non-assertion - direct agression - cowards agression - indirect communication - assertion
be quick to listen and slow to speak - listen to understand
conflict


3. Cardinal rule of conflict

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4. Putting up an emotional guard against negative opinion
non-verbal communication
defensiveness
self awareness
noise


5. The relatively stable perceptions you hold of yourself (who you think you are - e.g. smart)
handshake - eye contact - introduction - stopping own conversation
self concept
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself
shows lack of energy/action - appear disinterested or uninvolved - lack self confidence - no appropriate tone at work - appear bored - don't care


6. What you're going through when you're trying to interpret
emotional intelligence EQ
conflict
message
decoding


7. Training of oneself; correction or regulation of oneself for improvement
self-discipline (control)
negative
direct agression
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


8. Effective communication basics
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
communication
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
tone - people skills - handshakes - eye contact - keeping everyone involved


9. An oversimplified and distorted belief about a person or group
1. nonverbal: expressions - eye contact - gestures 2. language: what you say 3. paralanguage: other qual. of your voice (pitch - tempo - volume)
Clear
language is symbolic
stereotype


10. Factors that shape EQ
be quick to listen and slow to speak - listen to understand
discrimination
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself
indirect communication


11. Your message expresses thoughts and feelings clearly and directly w/o making judgements
assertion
external noise
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship
7%


12. Your ability to understand and manage your own emotions and be sensitive to others emotions
talk too much about self - talk too little - interrupt others
give constructive attitude - don't hurt feelings/make feel silly - offer possible solutions/good news - face to face
etiquette
emotional intelligence EQ


13. Give whole story - don't leave out info
it is the most precise tool we have to communicate - but it is also limited (misinterpretations)
Complete
language is symbolic
defensiveness


14. Conversation killers
if you have to be right - you won't handle conflict well
Clear
talk too much about self - talk too little - interrupt others
professionalism


15. What are the different styles for handling conflict?
empathic listening: listening with a desire to understand
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy
punctual
non-assertion - direct agression - cowards agression - indirect communication - assertion


16. How conscious you are of your own motivations - thoughts - and feelings
Concise
mediation
self awareness
ability to read others perceptions of you


17. Aggressive

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18. Basics of tact and courtesy
language is subjective
non-verbal communication
tone - people skills - respecting others differently
direct comparison


19. The ability to say and do things in a way that will not offend another person
stereotype
interpersonal skills
tact
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself


20. How is verbal communication both a bridge and a barrier?
Complete
it is the most precise tool we have to communicate - but it is also limited (misinterpretations)
others awareness
if you have to be right - you won't handle conflict well


21. 3 approaches of tone
punctual
ethics
agressive - nonassertive - assertive
integrity


22. Giving criticism

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23. How is our self concept developed?
Quickest way to break up a conversation
age - experiences - money - culture - education - religion
worry about location - timing - tone
reflected appraisal and direct comparison


24. The intended meaning of the communication sent
ethics
language is symbolic
message
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy


25. A group of people from different departments or areas working together.
cross-functional team
Why?
channel
agressive - nonassertive - assertive


26. Nonassertive

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27. Willingness to take credit and blame for actions
accountability .
team
others awareness
direct comparison


28. Not constructive or helpful
worry about location - timing - tone
negative
feedback
message


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


30. A listerner's response that tells a sender that the message is understood
handshake - eye contact - introduction - stopping own conversation
55%
verbal
feedback


31. Communicating with words
communication
verbal
conflict
38%


32. Proper handshake
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy
eye contact - extend hand first - offer firm but relaxed grip
negative
reflected appraisal


33. Following a strict code of conduct or standard of values
self awareness
verbal
message
integrity


34. What are the different kinds of intimacy?
punctual
self concept
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself


35. Unequal treatment based on such factors as race - religion - nationality - gender - age - or physical appearnace.
message
Concise
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
discrimination


36. The medium that carries the message
cross-functional team
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
channel
talk too much about self - talk too little - interrupt others


37. Criticism expressed in a way that threatens the other person (retaliate)
direct agression
language is symbolic
punctual
indirect communication


38. What are the guidelines for listening?

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39. Skills that promote relationships with other people.
etiquette
emotional intelligence EQ
interpersonal skills
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments


40. A ________________ can be the difference between understanding and not
self awareness
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship
worry about location - timing - tone
piece of information


41. _______________ criticism is presented in a way that can help you learn and grow.
professionalism
connotation
constructive
leadership


42. What question helps you be more aware?
Why?
non-assertion
frame of reference
language is symbolic


43. Hunger
internal noise
etiquette
38%
non-assertion - direct agression - cowards agression - indirect communication - assertion


44. To act as an intermediary; to work with opposing sides in order to resolve a conflict.
location - timing - intensity - relationships
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
channel
mediation


45. Doing what needs to be done and doing it withou tbeing told
initiative
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
encoding
Why?


46. Evaluations of self worth (how you feel about these qualities)
cowardly agression
self esteem
stop what you are doing - be friendly - address by name - state what you are doing - ask questions - include all
shows lack of energy/action - appear disinterested or uninvolved - lack self confidence - no appropriate tone at work - appear bored - don't care


47. Considerate
stop what you are doing - be friendly - address by name - state what you are doing - ask questions - include all
piece of information
worry about location - timing - tone
message


48. Your conscious read of others thoughts and feelings
integrity
conflict
internal noise
others awareness


49. What % of communication is nonverbal?
direct comparison
Clear
55%
feedback


50. Harmonious and assertive tone
location - timing - intensity - relationships
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy
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)
leadership