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. Be brief and to the point
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
Concise
Quickest way to break up a conversation
integrity


2. 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
piece of information
self awareness
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy


3. Willingness to take credit and blame for actions
tone - people skills - respecting others differently
accountability .
handshake - eye contact - introduction - stopping own conversation
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


4. Basics of tact and courtesy
communication
piece of information
tone - people skills - respecting others differently
message


5. _______________ criticism is presented in a way that can help you learn and grow.
language is subjective
non-verbal communication
internal noise
constructive


6. What are the 3 codes used to express thoughts and feelings?
Complete
punctual
1. nonverbal: expressions - eye contact - gestures 2. language: what you say 3. paralanguage: other qual. of your voice (pitch - tempo - volume)
message


7. Speak to issue w/o raising hostility (you help someone come to a conclusion)
self awareness
indirect communication
decoding
self esteem


8. Say something behind back
cowardly agression
emotional intelligence EQ
non-verbal communication
38%


9. The relatively stable perceptions you hold of yourself (who you think you are - e.g. smart)
1. other persons behavior 2. you name how it makes you feel 3. the behaviors consequence for you
defensiveness
self concept
cross-functional team


10. Your ability to understand and manage your own emotions and be sensitive to others emotions
location - timing - intensity - relationships
Clear
integrity
emotional intelligence EQ


11. Factors that shape our frame of reference
Complete
age - experiences - money - culture - education - religion
defensiveness
integrity


12. How is verbal communication both a bridge and a barrier?
indirect communication
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
others awareness
it is the most precise tool we have to communicate - but it is also limited (misinterpretations)


13. Giving criticism

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14. Cardinal rule of conflict

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15. 3 approaches of tone
empathic listening: listening with a desire to understand
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
team
agressive - nonassertive - assertive


16. Your message expresses thoughts and feelings clearly and directly w/o making judgements
assertion
1. nonverbal: expressions - eye contact - gestures 2. language: what you say 3. paralanguage: other qual. of your voice (pitch - tempo - volume)
verbal
internal noise


17. Considerate
tact
communication
Complete
worry about location - timing - tone


18. Background of communication that influences how people interpret the message
non-verbal communication
frame of reference
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
initiative


19. A group of people from different departments or areas working together.
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy
clean up
55%
cross-functional team


20. Proper handshake
decoding
talk too much about self - talk too little - interrupt others
clean up
eye contact - extend hand first - offer firm but relaxed grip


21. Showing people they are important to you
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
eye contact - handshake - proper intro - respect - include all
stereotype
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


22. The principles of conduct that govern a group or society
ethics
reflected appraisal and direct comparison
talk too much about self - talk too little - interrupt others
55%


23. Hallway
reflected appraisal
conflict
external noise
1. nonverbal: expressions - eye contact - gestures 2. language: what you say 3. paralanguage: other qual. of your voice (pitch - tempo - volume)


24. A group of people who work together to set goaks - make decisions - solve problems - and put ideas into action
team
handshake - eye contact - introduction - stopping own conversation
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
piece of information


25. Conversation killers
talk too much about self - talk too little - interrupt others
noise
defensiveness
clean up


26. What are the 3 parts to the 'I Statement?'
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)
negative
1. other persons behavior 2. you name how it makes you feel 3. the behaviors consequence for you
Complete


27. Introducing a new person to a group
accountability .
stop what you are doing - be friendly - address by name - state what you are doing - ask questions - include all
give constructive attitude - don't hurt feelings/make feel silly - offer possible solutions/good news - face to face
tact


28. 1 of 2 people who simultaneously send and receive messages (verbal or nonverbal)
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
communication
message
verbal


29. Which 2 guidelines for listening would you choose to incorporate more into your listening?
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy
channel
be quick to listen and slow to speak - listen to understand
encoding


30. How conscious you are of your own motivations - thoughts - and feelings
talk too much about self - talk too little - interrupt others
constructive
self awareness
reflected appraisal and direct comparison


31. What are the guidelines for listening?

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32. Doing what needs to be done and doing it withou tbeing told
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself
talk too much about self - talk too little - interrupt others
55%
initiative


33. Stress key words - not confusing or complicated
initiative
Clear
eye contact - extend hand first - offer firm but relaxed grip
1. other persons behavior 2. you name how it makes you feel 3. the behaviors consequence for you


34. Steps to good professional communication
handshake - eye contact - introduction - stopping own conversation
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy
Why?
Clear


35. Aggressive

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36. What are the different styles for handling conflict?
indirect communication
location - timing - intensity - relationships
non-assertion - direct agression - cowards agression - indirect communication - assertion
team


37. The medium that carries the message
talk too much about self - talk too little - interrupt others
language is symbolic
etiquette
channel


38. What is the healthy listening habit?
agressive - nonassertive - assertive
encoding
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
empathic listening: listening with a desire to understand


39. A ________________ can be the difference between understanding and not
55%
piece of information
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)
interpersonal skills


40. Anything that distracts
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
7%
decoding
noise


41. Factors that shape EQ
Why?
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship
self awareness
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself


42. Interrupting others
empathic listening: listening with a desire to understand
professionalism
Quickest way to break up a conversation
language is subjective


43. A struggle between 2 or more people
conflict
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
accountability .
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)


44. To act as an intermediary; to work with opposing sides in order to resolve a conflict.
ability to read others perceptions of you
if you have to be right - you won't handle conflict well
verbal
mediation


45. Nonassertive

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46. Communicating without the use of words
non-verbal 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)
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
if you have to be right - you won't handle conflict well


47. Hunger
self awareness
frame of reference
clear - complete - concise - considerate
internal noise


48. What % of communication is language?
others awareness
7%
punctual
direct agression


49. Making introductions
decoding
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
self-discipline (control)
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship


50. Skills that promote relationships with other people.
non-verbal communication
7%
interpersonal skills
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments