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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. We compare our weaknesses with others strengths (causes inferiority)
7%
direct comparison
empathic listening: listening with a desire to understand
communication

2. Receiving criticism

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3. 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
tact
be quick to listen and slow to speak - listen to understand
Quickest way to break up a conversation

4. Same words may be interpreted differently than you meant
message
be quick to listen and slow to speak - listen to understand
language is subjective
piece of information

5. Doing what needs to be done and doing it withou tbeing told
initiative
age - experiences - money - culture - education - religion
external noise
38%

6. It takes a lot longer to _____ a relational mess then it does to prevent one
clean up
leadership
Quickest way to break up a conversation
direct agression

7. Criticism expressed in a way that threatens the other person (retaliate)
direct agression
tone - people skills - handshakes - eye contact - keeping everyone involved
empathic listening: listening with a desire to understand
external noise

8. The intended meaning of the communication sent
negative
cross-functional team
message
constructive

9. A struggle between 2 or more people
1. nonverbal: expressions - eye contact - gestures 2. language: what you say 3. paralanguage: other qual. of your voice (pitch - tempo - volume)
stop what you are doing - be friendly - address by name - state what you are doing - ask questions - include all
conflict
channel

10. Cardinal rule of conflict

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11. How is verbal communication both a bridge and a barrier?
verbal
integrity
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy
it is the most precise tool we have to communicate - but it is also limited (misinterpretations)

12. Training of oneself; correction or regulation of oneself for improvement
self-discipline (control)
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
punctual
internal noise

13. The ability to say and do things in a way that will not offend another person
it is the most precise tool we have to communicate - but it is also limited (misinterpretations)
tact
decoding
self-discipline (control)

14. Background of communication that influences how people interpret the message
frame of reference
eye contact - handshake - proper intro - respect - include all
Complete
conflict

15. How is our self concept developed?
1. nonverbal: expressions - eye contact - gestures 2. language: what you say 3. paralanguage: other qual. of your voice (pitch - tempo - volume)
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy
reflected appraisal and direct comparison
integrity

16. Not constructive or helpful
others awareness
negative
it is the most precise tool we have to communicate - but it is also limited (misinterpretations)
Clear

17. Communicating with words
etiquette
verbal
ability to read others perceptions of you
conflict

18. Willingness to take credit and blame for actions
punctual
tone - people skills - handshakes - eye contact - keeping everyone involved
accountability .
shows lack of energy/action - appear disinterested or uninvolved - lack self confidence - no appropriate tone at work - appear bored - don't care

19. Effective communication basics
external noise
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
tone - people skills - handshakes - eye contact - keeping everyone involved
non-verbal communication

20. Harmonious and assertive tone
frame of reference
interpersonal skills
reflected appraisal
location - timing - intensity - relationships

21. Factors that shape our frame of reference
be quick to listen and slow to speak - listen to understand
age - experiences - money - culture - education - religion
1. nonverbal: expressions - eye contact - gestures 2. language: what you say 3. paralanguage: other qual. of your voice (pitch - tempo - volume)
stereotype

22. What is the nature of conflict?
Concise
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship
clear - complete - concise - considerate
non-assertion

23. Stress key words - not confusing or complicated
ethics
it is the most precise tool we have to communicate - but it is also limited (misinterpretations)
interpersonal skills
Clear

24. Skills that promote relationships with other people.
interpersonal skills
eye contact - handshake - proper intro - respect - include all
self esteem
Clear

25. Give whole story - don't leave out info
etiquette
Complete
clear - complete - concise - considerate
encoding

26. 1 of 2 people who simultaneously send and receive messages (verbal or nonverbal)
if you have to be right - you won't handle conflict well
agressive - nonassertive - assertive
communication
interpersonal skills

27. Putting message in sending form
internal noise
others awareness
encoding
38%

28. Interrupting others
Quickest way to break up a conversation
clean up
direct comparison
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

29. Showing people they are important to you
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
empathic listening: listening with a desire to understand
conflict

30. ABCs for giving directions
piece of information
if you have to be right - you won't handle conflict well
1. other persons behavior 2. you name how it makes you feel 3. the behaviors consequence for you
clear - complete - concise - considerate

31. Which 2 guidelines for listening would you choose to incorporate more into your listening?
empathic listening: listening with a desire to understand
team
assertion
be quick to listen and slow to speak - listen to understand

32. Your conscious read of others thoughts and feelings
direct comparison
others awareness
assertion
empathic listening: listening with a desire to understand

33. To act as an intermediary; to work with opposing sides in order to resolve a conflict.
tone - people skills - respecting others differently
mediation
non-assertion - direct agression - cowards agression - indirect communication - assertion
discrimination

34. Being on time
Complete
punctual
language is subjective
Concise

35. What nonverbal symbols are best at communicating?
noise
integrity
shows lack of energy/action - appear disinterested or uninvolved - lack self confidence - no appropriate tone at work - appear bored - don't care
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy

36. Factors that shape EQ
frame of reference
cowardly agression
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself
constructive

37. Hallway
external noise
cross-functional team
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
feedback

38. Putting up an emotional guard against negative opinion
encoding
connotation
emotional intelligence EQ
defensiveness

39. The unwillingness to express thoughts and feelings in a conflict (you run)
direct agression
non-assertion
encoding
cowardly agression

40. Proper handshake
frame of reference
constructive
eye contact - extend hand first - offer firm but relaxed grip
worry about location - timing - tone

41. Your ability to understand and manage your own emotions and be sensitive to others emotions
verbal
eye contact - handshake - proper intro - respect - include all
eye contact - extend hand first - offer firm but relaxed grip
emotional intelligence EQ

42. Aggressive

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43. Making introductions
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
negative
eye contact - handshake - proper intro - respect - include all
punctual

44. Hunger
internal noise
defensiveness
shows lack of energy/action - appear disinterested or uninvolved - lack self confidence - no appropriate tone at work - appear bored - don't care
tact

45. Self concept that reflects the way we believe others see us
feedback
agressive - nonassertive - assertive
cowardly agression
reflected appraisal

46. Communicating without the use of words
external noise
ethics
non-verbal communication
decoding

47. Steps to good professional communication
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)
handshake - eye contact - introduction - stopping own conversation
feedback
non-verbal communication

48. Your message expresses thoughts and feelings clearly and directly w/o making judgements
assertion
team
ethics
constructive

49. A ________________ can be the difference between understanding and not
age - experiences - money - culture - education - religion
piece of information
internal noise
channel

50. Basics of tact and courtesy
Clear
connotation
tone - people skills - respecting others differently
Quickest way to break up a conversation

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People Skills

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