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. Putting message in sending form
frame of reference
be quick to listen and slow to speak - listen to understand
encoding
non-assertion - direct agression - cowards agression - indirect communication - assertion


2. Give whole story - don't leave out info
Complete
Clear
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy
give constructive attitude - don't hurt feelings/make feel silly - offer possible solutions/good news - face to face


3. The intended meaning of the communication sent
interpersonal skills
38%
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
message


4. Handling problems and criticism gracefully and maturely
Clear
professionalism
stereotype
location - timing - intensity - relationships


5. Cardinal rule of conflict

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6. How conscious you are of your own motivations - thoughts - and feelings
handshake - eye contact - introduction - stopping own conversation
assertion
emotional intelligence EQ
self awareness


7. What are the guidelines for listening?

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8. 3 approaches of tone
agressive - nonassertive - assertive
Concise
worry about location - timing - tone
stereotype


9. Introducing a new person to a group
indirect communication
eye contact - extend hand first - offer firm but relaxed grip
stop what you are doing - be friendly - address by name - state what you are doing - ask questions - include all
clean up


10. Which 2 guidelines for listening would you choose to incorporate more into your listening?
direct comparison
worry about location - timing - tone
be quick to listen and slow to speak - listen to understand
ability to read others perceptions of you


11. What are the different styles for handling 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
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)
non-assertion - direct agression - cowards agression - indirect communication - assertion
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself


12. Aggressive

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13. Steps to good professional communication
leadership
external noise
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship
handshake - eye contact - introduction - stopping own conversation


14. The principles of conduct that govern a group or society
55%
clear - complete - concise - considerate
ethics
7%


15. Effective communication basics
decoding
punctual
tone - people skills - handshakes - eye contact - keeping everyone involved
channel


16. What nonverbal symbols are best at communicating?
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
non-verbal communication
clear - complete - concise - considerate


17. Making introductions
initiative
Clear
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
age - experiences - money - culture - education - religion


18. Evaluations of self worth (how you feel about these qualities)
punctual
language is subjective
self esteem
tone - people skills - respecting others differently


19. Harmonious and assertive tone
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself
stop what you are doing - be friendly - address by name - state what you are doing - ask questions - include all
38%
location - timing - intensity - relationships


20. What are the 3 parts to the 'I Statement?'
empathic listening: listening with a desire to understand
etiquette
1. other persons behavior 2. you name how it makes you feel 3. the behaviors consequence for you
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


21. A group of people from different departments or areas working together.
cross-functional team
connotation
agressive - nonassertive - assertive
talk too much about self - talk too little - interrupt others


22. What are the 3 codes used to express thoughts and feelings?
language is symbolic
1. nonverbal: expressions - eye contact - gestures 2. language: what you say 3. paralanguage: other qual. of your voice (pitch - tempo - volume)
1. other persons behavior 2. you name how it makes you feel 3. the behaviors consequence for you
Quickest way to break up a conversation


23. Say something behind back
direct agression
clear - complete - concise - considerate
cowardly agression
if you have to be right - you won't handle conflict well


24. Stress key words - not confusing or complicated
direct agression
Clear
reflected appraisal and direct comparison
punctual


25. 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
communication
55%
non-verbal communication


26. Inspiring and influencing others - setting your actions as example - knowing where to go...
1. self awareness 2. others awareness 3. awareness of others perceptions of yourself
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
eye contact - handshake - proper intro - respect - include all
leadership


27. Giving criticism

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28. Not constructive or helpful
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy
tone - people skills - handshakes - eye contact - keeping everyone involved
negative
eye contact - extend hand first - offer firm but relaxed grip


29. Associated meaning
it is the most precise tool we have to communicate - but it is also limited (misinterpretations)
discrimination
connotation
direct agression


30. What question helps you be more aware?
address by name - state what you are doing - be friendly - introduce others - ask questions/make comments
encoding
Why?
shows lack of energy/action - appear disinterested or uninvolved - lack self confidence - no appropriate tone at work - appear bored - don't care


31. A struggle between 2 or more people
conflict
punctual
1. body orientation: degree to which you face away or toward someone 2. posture: communicates formality or relaxation 3. gestures: add energy
Concise


32. What are the different kinds of intimacy?
conflict
initiative
Quickest way to break up a conversation
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy


33. Showing people they are important to you
leadership
stereotype
eye contact - handshake - proper intro - respect - include all
punctual


34. Having good manners in your dealing with people.
discrimination
etiquette
tone - people skills - handshakes - eye contact - keeping everyone involved
eye contact - extend hand first - offer firm but relaxed grip


35. Receiving criticism

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36. To act as an intermediary; to work with opposing sides in order to resolve a conflict.
negative
cross-functional team
mediation
etiquette


37. The symbol reflects our understanding (we see a chair we know its a chair)
language is symbolic
Emotional intimacy: we share how we think/feel about things (means most) - intellectual intimacy: sharing topics that are important to us - physical intimacy
empathic listening: listening with a desire to understand
encoding


38. Be brief and to the point
stereotype
give constructive attitude - don't hurt feelings/make feel silly - offer possible solutions/good news - face to face
Concise
stop what you are doing - be friendly - address by name - state what you are doing - ask questions - include all


39. 1 of 2 people who simultaneously send and receive messages (verbal or nonverbal)
empathic listening: listening with a desire to understand
communication
verbal
assertion


40. Following a strict code of conduct or standard of values
integrity
team
conflict
communication


41. Training of oneself; correction or regulation of oneself for improvement
self-discipline (control)
cross-functional team
Complete
Quickest way to break up a conversation


42. What is the nature of conflict?
talk too much about self - talk too little - interrupt others
unpleasant feelings - but with well handled conflict comes greater intimacy in a relationship
cross-functional team
noise


43. Awareness of others perceptions of yourself
ability to read others perceptions of you
7%
self esteem
empathic listening: listening with a desire to understand


44. ABCs for giving directions
clear - complete - concise - considerate
cross-functional team
integrity
professionalism


45. Proper handshake
if you have to be right - you won't handle conflict well
decoding
give constructive attitude - don't hurt feelings/make feel silly - offer possible solutions/good news - face to face
eye contact - extend hand first - offer firm but relaxed grip


46. Putting up an emotional guard against negative opinion
piece of information
communication
defensiveness
punctual


47. The unwillingness to express thoughts and feelings in a conflict (you run)
non-assertion
eye contact - extend hand first - offer firm but relaxed grip
defensiveness
initiative


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


49. It takes a lot longer to _____ a relational mess then it does to prevent one
interpersonal skills
be quick to listen and slow to speak - listen to understand
others awareness
clean up


50. How is verbal communication both a bridge and a barrier?
self esteem
frame of reference
Concise
it is the most precise tool we have to communicate - but it is also limited (misinterpretations)