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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. A ________________ can be the difference between understanding and not
non-assertion
location - timing - intensity - relationships
mediation
piece of information

2. Giving criticism
shows lack of energy/action - appear disinterested or uninvolved - lack self confidence - no appropriate tone at work - appear bored - don't care
1. other persons behavior 2. you name how it makes you feel 3. the behaviors consequence for you
give constructive attitude - don't hurt feelings/make feel silly - offer possible solutions/good news - face to face
communication

3. The principles of conduct that govern a group or society
reflected appraisal
constructive
ethics
handshake - eye contact - introduction - stopping own conversation

4. It takes a lot longer to _____ a relational mess then it does to prevent one
Quickest way to break up a conversation
clean up
language is symbolic
ability to read others perceptions of you

5. A struggle between 2 or more people
conflict
self esteem
piece of information
indirect communication

6. _______________ criticism is presented in a way that can help you learn and grow.
self esteem
eye contact - extend hand first - offer firm but relaxed grip
constructive
ability to read others perceptions of you

7. Nonassertive
it is the most precise tool we have to communicate - but it is also limited (misinterpretations)
shows lack of energy/action - appear disinterested or uninvolved - lack self confidence - no appropriate tone at work - appear bored - don't care
Complete
noise

8. Background of communication that influences how people interpret the message
eye contact - handshake - proper intro - respect - include all
55%
etiquette
frame of reference

9. Associated meaning
others awareness
connotation
empathic listening: listening with a desire to understand
negative

10. What question helps you be more aware?
discrimination
Why?
self awareness
eye contact - handshake - proper intro - respect - include all

11. The symbol reflects our understanding (we see a chair we know its a chair)
language is symbolic
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship
encoding
communication

12. The ability to say and do things in a way that will not offend another person
external noise
eye contact - extend hand first - offer firm but relaxed grip
tact
noise

13. Inspiring and influencing others - setting your actions as example - knowing where to go...
leadership
others awareness
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship
7%

14. 4 types of love in the greek language
Why?
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
assertion
Concise

15. What are the unhealthy listening patterns and habits?
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
7%
talk too much about self - talk too little - interrupt others
external noise

16. Having good manners in your dealing with people.
punctual
etiquette
reflected appraisal
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship

17. Cardinal rule of conflict
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy
self concept
if you have to be right - you won't handle conflict well
piece of information

18. To act as an intermediary; to work with opposing sides in order to resolve a conflict.
Clear
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy
mediation
non-verbal communication

19. The medium that carries the message
channel
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
mediation

20. Self concept that reflects the way we believe others see us
it is the most precise tool we have to communicate - but it is also limited (misinterpretations)
reflected appraisal
age - experiences - money - culture - education - religion
talk too much about self - talk too little - interrupt others

21. The relatively stable perceptions you hold of yourself (who you think you are - e.g. smart)
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)
mediation
self concept
frame of reference

22. ABCs for giving directions
clear - complete - concise - considerate
discrimination
connotation
noise

23. The unwillingness to express thoughts and feelings in a conflict (you run)
accountability .
non-assertion
7%
decoding

24. Training of oneself; correction or regulation of oneself for improvement
self-discipline (control)
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
frame of reference
55%

25. 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
team
handshake - eye contact - introduction - stopping own conversation
emotional intelligence EQ

26. What % of communication is nonverbal?
external noise
constructive
eye contact - handshake - proper intro - respect - include all
55%

27. Harmonious and assertive tone
ethics
talk too much about self - talk too little - interrupt others
feedback
location - timing - intensity - relationships

28. What is the healthy listening habit?
talk too much about self - talk too little - interrupt others
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship
empathic listening: listening with a desire to understand

29. Give whole story - don't leave out info
ethics
Complete
Why?
if you have to be right - you won't handle conflict well

30. What are the guidelines for listening?
conflict
self concept
location - timing - intensity - relationships
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)

31. Steps to good professional communication
handshake - eye contact - introduction - stopping own conversation
non-verbal communication
Clear
age - experiences - money - culture - education - religion

32. Your conscious read of others thoughts and feelings
stop what you are doing - be friendly - address by name - state what you are doing - ask questions - include all
others awareness
be quick to listen and slow to speak - listen to understand
internal noise

33. Factors that shape EQ
non-assertion - direct agression - cowards agression - indirect communication - assertion
give constructive attitude - don't hurt feelings/make feel silly - offer possible solutions/good news - face to face
self-discipline (control)
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself

34. Handling problems and criticism gracefully and maturely
professionalism
7%
shows lack of energy/action - appear disinterested or uninvolved - lack self confidence - no appropriate tone at work - appear bored - don't care
self awareness

35. Speak to issue w/o raising hostility (you help someone come to a conclusion)
1. nonverbal: expressions - eye contact - gestures 2. language: what you say 3. paralanguage: other qual. of your voice (pitch - tempo - volume)
38%
indirect communication
language is symbolic

36. 1 of 2 people who simultaneously send and receive messages (verbal or nonverbal)
communication
integrity
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself
talk too much about self - talk too little - interrupt others

37. Stress key words - not confusing or complicated
integrity
non-assertion
Clear
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship

38. What nonverbal symbols are best at communicating?
eye contact - extend hand first - offer firm but relaxed grip
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy
ethics
1. nonverbal: expressions - eye contact - gestures 2. language: what you say 3. paralanguage: other qual. of your voice (pitch - tempo - volume)

39. Showing people they are important to you
clear - complete - concise - considerate
eye contact - handshake - proper intro - respect - include all
55%
connotation

40. Say something behind back
agressive - nonassertive - assertive
cowardly agression
constructive
initiative

41. We compare our weaknesses with others strengths (causes inferiority)
tone - people skills - handshakes - eye contact - keeping everyone involved
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
be quick to listen and slow to speak - listen to understand
direct comparison

42. Being on time
punctual
Concise
mediation
team

43. A listerner's response that tells a sender that the message is understood
decoding
tone - people skills - handshakes - eye contact - keeping everyone involved
message
feedback

44. Aggressive
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
conflict
stereotype
talk too much about self - talk too little - interrupt others

45. Factors that shape our frame of reference
feedback
age - experiences - money - culture - education - religion
discrimination
self esteem

46. A group of people from different departments or areas working together.
non-assertion - direct agression - cowards agression - indirect communication - assertion
direct agression
external noise
cross-functional team

47. Be brief and to the point
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy
cross-functional team
professionalism
Concise

48. Willingness to take credit and blame for actions
constructive
accountability .
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
integrity

49. Receiving criticism
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
stereotype
55%
agressive - nonassertive - assertive

50. How is our self concept developed?
reflected appraisal and direct comparison
message
others awareness
tone - people skills - respecting others differently

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