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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. Handling problems and criticism gracefully and maturely
Complete
clean up
cross-functional team
professionalism

2. Same words may be interpreted differently than you meant
initiative
encoding
language is subjective
frame of reference

3. How conscious you are of your own motivations - thoughts - and feelings
initiative
internal noise
professionalism
self awareness

4. Skills that promote relationships with other people.
initiative
interpersonal skills
communication
external noise

5. Putting message in sending form
self esteem
tone - people skills - handshakes - eye contact - keeping everyone involved
encoding
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself

6. Harmonious and assertive tone
location - timing - intensity - relationships
stop what you are doing - be friendly - address by name - state what you are doing - ask questions - include all
agressive - nonassertive - assertive
channel

7. Having good manners in your dealing with people.
professionalism
empathic listening: listening with a desire to understand
eye contact - extend hand first - offer firm but relaxed grip
etiquette

8. What are the 3 parts to the 'I Statement?'
etiquette
age - experiences - money - culture - education - religion
1. other persons behavior 2. you name how it makes you feel 3. the behaviors consequence for you
constructive

9. Background of communication that influences how people interpret the message
negative
ethics
etiquette
frame of reference

10. To act as an intermediary; to work with opposing sides in order to resolve a conflict.
mediation
self-discipline (control)
internal noise
eye contact - extend hand first - offer firm but relaxed grip

11. Give whole story - don't leave out info
encoding
Complete
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy
clear - complete - concise - considerate

12. The relatively stable perceptions you hold of yourself (who you think you are - e.g. smart)
ethics
assertion
etiquette
self concept

13. A group of people who work together to set goaks - make decisions - solve problems - and put ideas into action
team
direct agression
integrity
talk too much about self - talk too little - interrupt others

14. A struggle between 2 or more people
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
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
mediation
conflict

15. An oversimplified and distorted belief about a person or group
stereotype
clear - complete - concise - considerate
Why?
cross-functional team

16. Your ability to understand and manage your own emotions and be sensitive to others emotions
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
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship
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)
emotional intelligence EQ

17. Communicating with words
cross-functional team
eye contact - handshake - proper intro - respect - include all
verbal
interpersonal skills

18. Factors that shape our frame of reference
accountability .
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy
integrity
age - experiences - money - culture - education - religion

19. Effective communication basics
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy
defensiveness
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)
tone - people skills - handshakes - eye contact - keeping everyone involved

20. The symbol reflects our understanding (we see a chair we know its a chair)
frame of reference
decoding
language is symbolic
ability to read others perceptions of you

21. Interrupting others
stop what you are doing - be friendly - address by name - state what you are doing - ask questions - include all
Quickest way to break up a conversation
integrity
assertion

22. Considerate
eye contact - extend hand first - offer firm but relaxed grip
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself
worry about location - timing - tone
ethics

23. What are the unhealthy listening patterns and habits?
etiquette
communication
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

24. The unwillingness to express thoughts and feelings in a conflict (you run)
non-assertion
communication
self esteem
stereotype

25. Putting up an emotional guard against negative opinion
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
constructive
defensiveness
non-assertion - direct agression - cowards agression - indirect communication - assertion

26. Proper handshake
defensiveness
eye contact - extend hand first - offer firm but relaxed grip
mediation
accountability .

27. Stress key words - not confusing or complicated
Why?
Clear
tone - people skills - respecting others differently
age - experiences - money - culture - education - religion

28. Making introductions
integrity
mediation
self concept
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments

29. Giving criticism

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30. Which 2 guidelines for listening would you choose to incorporate more into your listening?
empathic listening: listening with a desire to understand
internal noise
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship
be quick to listen and slow to speak - listen to understand

31. How is verbal communication both a bridge and a barrier?
connotation
external noise
it is the most precise tool we have to communicate - but it is also limited (misinterpretations)
language is subjective

32. 4 types of love in the greek language
decoding
Concise
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
initiative

33. Showing people they are important to you
message
frame of reference
eye contact - handshake - proper intro - respect - include all
others awareness

34. Self concept that reflects the way we believe others see us
feedback
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
external noise
reflected appraisal

35. Unequal treatment based on such factors as race - religion - nationality - gender - age - or physical appearnace.
accountability .
1. nonverbal: expressions - eye contact - gestures 2. language: what you say 3. paralanguage: other qual. of your voice (pitch - tempo - volume)
language is subjective
discrimination

36. Say something behind back
message
initiative
cowardly agression
Complete

37. The principles of conduct that govern a group or society
ethics
38%
self awareness
talk too much about self - talk too little - interrupt others

38. Cardinal rule of conflict

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39. Aggressive

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40. Conversation killers
decoding
communication
feedback
talk too much about self - talk too little - interrupt others

41. 3 approaches of tone
professionalism
Quickest way to break up a conversation
agressive - nonassertive - assertive
Concise

42. Criticism expressed in a way that threatens the other person (retaliate)
noise
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
direct agression
discrimination

43. Introducing a new person to a group
reflected appraisal and direct comparison
stop what you are doing - be friendly - address by name - state what you are doing - ask questions - include all
ability to read others perceptions of you
if you have to be right - you won't handle conflict well

44. The intended meaning of the communication sent
language is symbolic
self awareness
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)
message

45. What is the healthy listening habit?
empathic listening: listening with a desire to understand
channel
shows lack of energy/action - appear disinterested or uninvolved - lack self confidence - no appropriate tone at work - appear bored - don't care
professionalism

46. Awareness of others perceptions of yourself
agressive - nonassertive - assertive
emotional intelligence EQ
ability to read others perceptions of you
punctual

47. What % of communication is nonverbal?
external noise
self awareness
55%
self esteem

48. Doing what needs to be done and doing it withou tbeing told
1. nonverbal: expressions - eye contact - gestures 2. language: what you say 3. paralanguage: other qual. of your voice (pitch - tempo - volume)
cowardly agression
initiative
discrimination

49. Steps to good professional communication
if you have to be right - you won't handle conflict well
tone - people skills - respecting others differently
cowardly agression
handshake - eye contact - introduction - stopping own conversation

50. What nonverbal symbols are best at communicating?
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
Clear
integrity

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