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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. Interrupting others
defensiveness
Quickest way to break up a conversation
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy
connotation

3. Same words may be interpreted differently than you meant
language is subjective
reflected appraisal
agressive - nonassertive - assertive
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself

4. What you're going through when you're trying to interpret
feedback
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
cross-functional team
decoding

5. Unequal treatment based on such factors as race - religion - nationality - gender - age - or physical appearnace.
discrimination
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship
non-verbal communication
clear - complete - concise - considerate

6. A ________________ can be the difference between understanding and not
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)
empathic listening: listening with a desire to understand
piece of information
be quick to listen and slow to speak - listen to understand

7. Communicating with words
verbal
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)
ethics
non-assertion

8. Training of oneself; correction or regulation of oneself for improvement
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy
self-discipline (control)
negative
be quick to listen and slow to speak - listen to understand

9. Willingness to take credit and blame for actions
cross-functional team
accountability .
eye contact - handshake - proper intro - respect - include all
7%

10. Showing people they are important to you
others awareness
eye contact - handshake - proper intro - respect - include all
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)
self-discipline (control)

11. Communicating without the use of words
team
non-verbal communication
defensiveness
cowardly agression

12. Putting up an emotional guard against negative opinion
1. nonverbal: expressions - eye contact - gestures 2. language: what you say 3. paralanguage: other qual. of your voice (pitch - tempo - volume)
assertion
defensiveness
indirect communication

13. How conscious you are of your own motivations - thoughts - and feelings
language is subjective
conflict
cross-functional team
self awareness

14. What is the healthy listening habit?
non-verbal communication
frame of reference
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself
empathic listening: listening with a desire to understand

15. What is the nature of conflict?
external noise
decoding
others awareness
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship

16. Self concept that reflects the way we believe others see us
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-verbal communication
tone - people skills - handshakes - eye contact - keeping everyone involved
reflected appraisal

17. Give whole story - don't leave out info
tone - people skills - respecting others differently
Complete
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself
stereotype

18. A group of people from different departments or areas working together.
cowardly agression
non-verbal communication
team
cross-functional team

19. Being on time
punctual
conflict
self concept
shows lack of energy/action - appear disinterested or uninvolved - lack self confidence - no appropriate tone at work - appear bored - don't care

20. Be brief and to the point
location - timing - intensity - relationships
1. nonverbal: expressions - eye contact - gestures 2. language: what you say 3. paralanguage: other qual. of your voice (pitch - tempo - volume)
Concise
negative

21. The symbol reflects our understanding (we see a chair we know its a chair)
worry about location - timing - tone
language is symbolic
connotation
indirect communication

22. Speak to issue w/o raising hostility (you help someone come to a conclusion)
indirect communication
constructive
conflict
direct agression

23. We compare our weaknesses with others strengths (causes inferiority)
self esteem
direct comparison
Complete
professionalism

24. What % of communication is paralanguage?
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
eye contact - handshake - proper intro - respect - include all
38%
discrimination

25. Conversation killers
talk too much about self - talk too little - interrupt others
message
handshake - eye contact - introduction - stopping own conversation
tact

26. Receiving criticism

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27. A group of people who work together to set goaks - make decisions - solve problems - and put ideas into action
team
non-assertion
integrity
Concise

28. Anything that distracts
Why?
age - experiences - money - culture - education - religion
feedback
noise

29. _______________ criticism is presented in a way that can help you learn and grow.
message
assertion
constructive
Concise

30. Making introductions
Clear
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
conflict
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy

31. Giving criticism

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32. What are the different styles for handling conflict?
integrity
etiquette
talk too much about self - talk too little - interrupt others
non-assertion - direct agression - cowards agression - indirect communication - assertion

33. Handling problems and criticism gracefully and maturely
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
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself
professionalism
punctual

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

35. Doing what needs to be done and doing it withou tbeing told
empathic listening: listening with a desire to understand
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
eye contact - handshake - proper intro - respect - include all
initiative

36. Nonassertive

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37. Factors that shape our frame of reference
age - experiences - money - culture - education - religion
accountability .
if you have to be right - you won't handle conflict well
non-verbal communication

38. What question helps you be more aware?
Why?
non-assertion - direct agression - cowards agression - indirect communication - assertion
leadership
55%

39. What are the different kinds of intimacy?
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy
non-verbal communication
reflected appraisal
direct agression

40. Factors that shape EQ
leadership
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself
direct agression
clear - complete - concise - considerate

41. Awareness of others perceptions of yourself
ethics
direct comparison
ability to read others perceptions of you
self concept

42. Proper handshake
self concept
eye contact - extend hand first - offer firm but relaxed grip
initiative
reflected appraisal and direct comparison

43. Putting message in sending form
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
if you have to be right - you won't handle conflict well
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
encoding

44. Criticism expressed in a way that threatens the other person (retaliate)
Clear
direct agression
Quickest way to break up a conversation
non-assertion

45. What nonverbal symbols are best at communicating?
eye contact - extend hand first - offer firm but relaxed grip
worry about location - timing - tone
message
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy

46. Considerate
reflected appraisal and direct comparison
worry about location - timing - tone
reflected appraisal
direct comparison

47. Background of communication that influences how people interpret the message
tact
eye contact - extend hand first - offer firm but relaxed grip
self-discipline (control)
frame of reference

48. How is our self concept developed?
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
7%
stereotype
reflected appraisal and direct comparison

49. What % of communication is nonverbal?
55%
tone - people skills - handshakes - eye contact - keeping everyone involved
ability to read others perceptions of you
it is the most precise tool we have to communicate - but it is also limited (misinterpretations)

50. 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 esteem
feedback
leadership

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