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. Harmonious and assertive tone
1. nonverbal: expressions - eye contact - gestures 2. language: what you say 3. paralanguage: other qual. of your voice (pitch - tempo - volume)
location - timing - intensity - relationships
Quickest way to break up a conversation
7%


2. What % of communication is language?
initiative
7%
stop what you are doing - be friendly - address by name - state what you are doing - ask questions - include all
integrity


3. Nonassertive

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4. A group of people from different departments or areas working together.
ability to read others perceptions of you
age - experiences - money - culture - education - religion
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


5. A listerner's response that tells a sender that the message is understood
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
stop what you are doing - be friendly - address by name - state what you are doing - ask questions - include all
feedback
channel


6. What are the different styles for handling conflict?
cowardly agression
reflected appraisal
non-assertion - direct agression - cowards agression - indirect communication - assertion
eye contact - extend hand first - offer firm but relaxed grip


7. What % of communication is nonverbal?
punctual
55%
self concept
internal noise


8. Not constructive or helpful
negative
age - experiences - money - culture - education - religion
1. other persons behavior 2. you name how it makes you feel 3. the behaviors consequence for you
message


9. A struggle between 2 or more people
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)
tact
conflict
interpersonal skills


10. It takes a lot longer to _____ a relational mess then it does to prevent one
clean up
agressive - nonassertive - assertive
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy
message


11. Willingness to take credit and blame for actions
Quickest way to break up a conversation
constructive
accountability .
self-discipline (control)


12. Aggressive

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13. Your message expresses thoughts and feelings clearly and directly w/o making judgements
assertion
decoding
tone - people skills - respecting others differently
stop what you are doing - be friendly - address by name - state what you are doing - ask questions - include all


14. Putting up an emotional guard against negative opinion
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
self esteem
Why?
defensiveness


15. Your ability to understand and manage your own emotions and be sensitive to others emotions
encoding
stop what you are doing - be friendly - address by name - state what you are doing - ask questions - include all
emotional intelligence EQ
Clear


16. Giving criticism

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17. Cardinal rule of conflict

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18. Showing people they are important to you
constructive
language is symbolic
eye contact - handshake - proper intro - respect - include all
Complete


19. Same words may be interpreted differently than you meant
professionalism
38%
indirect communication
language is subjective


20. Conversation killers
team
external noise
talk too much about self - talk too little - interrupt others
feedback


21. Background of communication that influences how people interpret the message
ability to read others perceptions of you
frame of reference
self-discipline (control)
1. nonverbal: expressions - eye contact - gestures 2. language: what you say 3. paralanguage: other qual. of your voice (pitch - tempo - volume)


22. The symbol reflects our understanding (we see a chair we know its a chair)
assertion
language is symbolic
verbal
clean up


23. Proper handshake
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)
talk too much about self - talk too little - interrupt others
eye contact - extend hand first - offer firm but relaxed grip
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy


24. The relatively stable perceptions you hold of yourself (who you think you are - e.g. smart)
Why?
eye contact - handshake - proper intro - respect - include all
self concept
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself


25. 3 approaches of tone
non-assertion - direct agression - cowards agression - indirect communication - assertion
55%
if you have to be right - you won't handle conflict well
agressive - nonassertive - assertive


26. What are the guidelines for listening?

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27. Interrupting others
etiquette
Clear
give constructive attitude - don't hurt feelings/make feel silly - offer possible solutions/good news - face to face
Quickest way to break up a conversation


28. Factors that shape our frame of reference
age - experiences - money - culture - education - religion
tact
clear - complete - concise - considerate
verbal


29. What is the nature of conflict?
clean up
language is symbolic
reflected appraisal
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship


30. Putting message in sending form
self esteem
accountability .
encoding
piece of information


31. The ability to say and do things in a way that will not offend another person
constructive
direct comparison
tact
tone - people skills - handshakes - eye contact - keeping everyone involved


32. Associated meaning
connotation
Concise
piece of information
frame of reference


33. How conscious you are of your own motivations - thoughts - and feelings
defensiveness
self awareness
shows lack of energy/action - appear disinterested or uninvolved - lack self confidence - no appropriate tone at work - appear bored - don't care
non-assertion


34. Inspiring and influencing others - setting your actions as example - knowing where to go...
Concise
accountability .
stop what you are doing - be friendly - address by name - state what you are doing - ask questions - include all
leadership


35. What question helps you be more aware?
Why?
Concise
non-assertion
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself


36. Awareness of others perceptions of yourself
empathic listening: listening with a desire to understand
ability to read others perceptions of you
eye contact - handshake - proper intro - respect - include all
others awareness


37. Considerate
emotional intelligence EQ
Concise
worry about location - timing - tone
age - experiences - money - culture - education - religion


38. Speak to issue w/o raising hostility (you help someone come to a conclusion)
team
ethics
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
indirect communication


39. Basics of tact and courtesy
eye contact - extend hand first - offer firm but relaxed grip
frame of reference
38%
tone - people skills - respecting others differently


40. Communicating with words
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship
reflected appraisal
verbal
feedback


41. Steps to good professional communication
indirect communication
language is subjective
handshake - eye contact - introduction - stopping own conversation
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


42. Factors that shape EQ
empathic listening: listening with a desire to understand
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself
indirect communication
defensiveness


43. How is our self concept developed?
team
frame of reference
reflected appraisal and direct comparison
accountability .


44. 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
indirect communication
team
age - experiences - money - culture - education - religion


45. Give whole story - don't leave out info
Complete
Clear
reflected appraisal
reflected appraisal and direct comparison


46. 4 types of love in the greek language
initiative
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
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
tone - people skills - respecting others differently


47. Communicating without the use of words
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
non-verbal communication
integrity
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself


48. The medium that carries the message
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy
constructive
channel
age - experiences - money - culture - education - religion


49. Your conscious read of others thoughts and feelings
non-verbal communication
team
cowardly agression
others awareness


50. ABCs for giving directions
eye contact - extend hand first - offer firm but relaxed grip
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
be quick to listen and slow to speak - listen to understand
clear - complete - concise - considerate