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. The intended meaning of the communication sent
reflected appraisal and direct comparison
ability to read others perceptions of you
message
handshake - eye contact - introduction - stopping own conversation


2. A group of people from different departments or areas working together.
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy
cross-functional team
1. other persons behavior 2. you name how it makes you feel 3. the behaviors consequence for you


3. What % of communication is language?
7%
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy
talk too much about self - talk too little - interrupt others
assertion


4. Steps to good professional communication
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
it is the most precise tool we have to communicate - but it is also limited (misinterpretations)
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy
handshake - eye contact - introduction - stopping own conversation


5. We compare our weaknesses with others strengths (causes inferiority)
initiative
external noise
eye contact - handshake - proper intro - respect - include all
direct comparison


6. Your message expresses thoughts and feelings clearly and directly w/o making judgements
agressive - nonassertive - assertive
message
assertion
tact


7. The principles of conduct that govern a group or society
ethics
message
emotional intelligence EQ
self esteem


8. The unwillingness to express thoughts and feelings in a conflict (you run)
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship
others awareness
non-assertion
Concise


9. Proper handshake
eye contact - handshake - proper intro - respect - include all
eye contact - extend hand first - offer firm but relaxed grip
internal noise
empathic listening: listening with a desire to understand


10. A listerner's response that tells a sender that the message is understood
non-assertion - direct agression - cowards agression - indirect communication - assertion
ethics
feedback
clean up


11. Give whole story - don't leave out info
self esteem
eye contact - handshake - proper intro - respect - include all
Complete
etiquette


12. 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
location - timing - intensity - relationships
tone - people skills - handshakes - eye contact - keeping everyone involved
punctual


13. _______________ criticism is presented in a way that can help you learn and grow.
location - timing - intensity - relationships
constructive
accountability .
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


14. Cardinal rule of conflict

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15. What % of communication is nonverbal?
direct agression
noise
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy
55%


16. Factors that shape our frame of reference
stop what you are doing - be friendly - address by name - state what you are doing - ask questions - include all
conflict
message
age - experiences - money - culture - education - religion


17. Handling problems and criticism gracefully and maturely
message
eye contact - extend hand first - offer firm but relaxed grip
professionalism
frame of reference


18. Considerate
handshake - eye contact - introduction - stopping own conversation
external noise
worry about location - timing - tone
ability to read others perceptions of you


19. Speak to issue w/o raising hostility (you help someone come to a conclusion)
clean up
indirect communication
ethics
self esteem


20. How is our self concept developed?
38%
handshake - eye contact - introduction - stopping own conversation
talk too much about self - talk too little - interrupt others
reflected appraisal and direct comparison


21. Showing people they are important to you
discrimination
worry about location - timing - tone
agressive - nonassertive - assertive
eye contact - handshake - proper intro - respect - include all


22. Making introductions
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
integrity
self-discipline (control)
constructive


23. The symbol reflects our understanding (we see a chair we know its a chair)
language is symbolic
stereotype
etiquette
reflected appraisal and direct comparison


24. Associated meaning
connotation
Complete
Concise
Clear


25. Unequal treatment based on such factors as race - religion - nationality - gender - age - or physical appearnace.
discrimination
professionalism
agressive - nonassertive - assertive
give constructive attitude - don't hurt feelings/make feel silly - offer possible solutions/good news - face to face


26. What are the different styles for handling conflict?
non-assertion - direct agression - cowards agression - indirect communication - assertion
etiquette
emotional intelligence EQ
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy


27. Background of communication that influences how people interpret the message
if you have to be right - you won't handle conflict well
defensiveness
tact
frame of reference


28. Putting message in sending form
7%
encoding
Concise
non-assertion


29. Receiving criticism

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30. What are the guidelines for listening?

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31. Your conscious read of others thoughts and feelings
assertion
if you have to be right - you won't handle conflict well
others awareness
direct agression


32. Say something behind back
cowardly agression
clean up
stereotype
be quick to listen and slow to speak - listen to understand


33. To act as an intermediary; to work with opposing sides in order to resolve a conflict.
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
mediation
eye contact - extend hand first - offer firm but relaxed grip
non-assertion - direct agression - cowards agression - indirect communication - assertion


34. 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
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy
cowardly agression
reflected appraisal and direct comparison


35. Doing what needs to be done and doing it withou tbeing told
self awareness
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
initiative
stereotype


36. Having good manners in your dealing with people.
punctual
eye contact - extend hand first - offer firm but relaxed grip
etiquette
reflected appraisal and direct comparison


37. What question helps you be more aware?
Why?
age - experiences - money - culture - education - religion
ability to read others perceptions of you
professionalism


38. Aggressive

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39. Hallway
Complete
external noise
integrity
agressive - nonassertive - assertive


40. Harmonious and assertive tone
Quickest way to break up a conversation
tact
location - timing - intensity - relationships
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship


41. ABCs for giving directions
initiative
clear - complete - concise - considerate
team
discrimination


42. A struggle between 2 or more people
assertion
self concept
others awareness
conflict


43. Not constructive or helpful
negative
reflected appraisal and direct comparison
be quick to listen and slow to speak - listen to understand
indirect communication


44. Being on time
punctual
etiquette
conflict
Concise


45. What are the 3 parts to the 'I Statement?'
integrity
1. other persons behavior 2. you name how it makes you feel 3. the behaviors consequence for you
Why?
mediation


46. What is the nature of conflict?
location - timing - intensity - relationships
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy
non-assertion
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship


47. It takes a lot longer to _____ a relational mess then it does to prevent one
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship
if you have to be right - you won't handle conflict well
clean up
Complete


48. Giving criticism

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49. Be brief and to the point
connotation
Concise
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
Complete


50. Communicating without the use of words
non-verbal communication
talk too much about self - talk too little - interrupt others
leadership
clear - complete - concise - considerate