Reflective Thinking; Tier 2-?Conclusion, Analysis shuts down her computer, turns off her cell phone, and asks her assistant to hold all incoming calls when she conducts interviews. What technique is she using to improve listening? A. Keeping an open mind b. Establishing a receptive mind-set c. Capitalizing on lag time d. Controlling her surroundings NOT: Active listeners strive to do all of these, but Amelia is focusing on controlling her surroundings by removing as many competing sounds and distractions as possible. CA: Tier 1 -?Reflective Thinking; Tier 2-?Conclusion, Analysis 13.

Which of the following is considered a form of nonverbal communication? A. Facial expressions, such as a frown or raising the eyebrows b. Eye contact, such as staring or avoiding looking someone in the eye c. Time, such as showing up too late or too early d. All of the above are forms of nonverbal communication NAS:d REF: p. 12 TYPE: con DIE 3 TOP: Enhancing Your Nonverbal Communication Skills NOT: All of the options listed are forms of nonverbal communication. Facial expressions, eye contact, and use of time are Just a few examples of forms of nonverbal communication.

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CA: Tier 1 -?Reflective Thinking; Tier 2-?Conclusion 14. Nonverbal communication includes a. All unwritten and unspoken messages, intended or not. B. Only body language and gestures that accompany a spoken message. C. Only eye contact ND facial expressions that support the meaning of the words. D. Only cues that reveal agreement with or contradiction of the verbal message. NOT: Nonverbal communication is all communication except the actual words (verbal communication). Body language, eye contact, gestures, and facial expressions are only a part of nonverbal communication.

CA: Tier 1 -?Reflective Thinking; Tier 2-?Conclusion her a. Facial expressions. B. Posture. . Gestures. D. Eyes NAS:d REF: p. 13 TYPE: con 3 TOP: How the Eyes, Face, and Body Send Silent Messages NOT: While all of these types of nonverbal communication may provide some indication of the speaker's feelings, most people think that the eyes are the best predictor of a speaker's true feelings. CA: Tier 1 -?Reflective Thinking; Tier 2-? 16. Suzanne wants to make a good impression during a Job interview. What should she do? A. Avoid eye contact with her interviewer in order to show respect. B.

Slump down in her chair to show that she's relaxed. C. Wear professional business attire. D. She should do all of the above. NAS:c REF: p. 15 TYPE: 5 TOP: How Appearance Sends Silent Messages NOT: Suzanne should wear professional business attire to send a positive message to the interview. She should also maintain eye contact to signal interest, attentiveness, strength, and credibility. In addition, she should encourage communication and interaction by leaning forward, sitting erect, and looking alert during the interview. CA: Tier 1 -?Reflective Thinking; Tier 2-?Conclusion, Analysis 17.

Melissa noticed that Stephen slammed his desk drawer right after he said that he was happy to work late. Melissa should a. Tell Stephen that he should behave more professionally. B. Respond to the verbal message only and thank him for working late. C. Politely seek additional information by saying, I'm tot sure that you really want to stay late. Do you have somewhere you need to be? D. Fire Stephen for insubordination. TOP: Keys to Building Strong Nonverbal Skills NOT: When you perceive nonverbal cues that contradict verbal meanings, politely probe for more information.

You can improve communication and resolve confusion by asking a sincere, polite question. CA: Tier 1 -?Reflective Thinking; Tier 2-? Conclusion, Analysis members how to behave and conditions their reactions. Gene pool. C. Is created by a structured educational system. B. Results from a common d. Comes from an orderly system of government and laws. NAS:a REF: p. 16 TYPE: con 3 TOP: How Culture Affects Communication NOT: Every country has a unique culture or common heritage that teaches its members how to behave and conditions their reactions.

This culture or common heritage has nothing to do with a common gene pool. CA: Tier 1 -?Diversity; Tier 2 -?Cultural Imperatives CA: Tier I-?Reflective Thinking; Tier 2-?Conclusion 19. Communicators in cultures (such as those in North America, Scandinavia, and Germany) depend little on the context of a situation to convey their meaning. They tend to be logical, analytical, and action oriented. A. Gig-context b. Asian c. Ancient d. Low-context NAS:d REF: up. 16-17 TYPE: con 3 Top: context NOT: Communicators in low-context cultures tend to be logical, analytical, and action-oriented.

They depend little on the context of a situation to convey meaning. CA: Tier 1 -?Diversity; Tier 2-?Contexts CA: Tier 1 -?Reflective Thinking; Tier 2-?Conclusion 20. North Americans value straightforwardness and are suspicious of evasiveness. These traits identify the cultural dimension of a. Individualism. B. Formality. C. Communication style. D. Time orientation. NAS. ;c REF: p. 18 TYPE: con DIE 3 TOP. ; Communication ; In business situations, North Americans tend to value straightforwardness NOT. CA: Tier I-?Diversity; Tier 2-?Cultural Imperatives 21.

An American businessperson who thinks that all Swiss are hard-working, efficient, and neat is illustrating an example of a. Ethnocentrism. B. Tolerance. C. Stereotyping. D. A cultural norm. NAS:c REF: p. 19 TYPE: 5 TOP: Controlling Ethnocentrism and Stereotyping NOT: The belief that all members of a group have the same behavioral pattern is stereotyping and not ethnocentrism, tolerance, or a cultural norm. CA: Tier 1-? Diversity; Tier 2-?Cultural Imperatives CA: Tier 1 -?Reflective Thinking; Tier 2-?Conclusion, Analysis 22.

Robert frequently comments that he likes working independently because that's the American way-?and the American way is the best way! Roberts belief in the superiority of his own culture is an example of a. Stereotyping. B. Individualism. C. Ethnocentrism. D. Communication style. NAS:c REF: p. 19 TYPE: APHID: 5 NOT: Ethnocentrism reveals itself in statements such as "The American way is the best way. " This type of ethnocentrism may be accompanied by stereotyping, which is n oversimplified behavior pattern applied to entire groups.

Neither of these beliefs is likely to help you communicate with other cultures. CA: Tier I-?Diversity; Tier 2 23. Working with people from other cultures will requires tolerance. One of the best ways to become more tolerant is by a. Practicing empathy. B. Increasing your individualism. C. Encouraging ethnocentrism. D. Knowing your communication style. NOT: Tolerance requires you to have sympathy for and appreciation of the customs of other cultures. You develop this tolerance through practicing empathy, which helps you to see the world through another's eyes.

If you are more individualistic or ethnocentric, you will probably have less tolerance. CA: Tier 1-? 24. While conducting business with a customer from Italy, Zoe was careful to speak slowly and clearly, using short sentences and short, familiar words. But she noticed that the customer had a glazed expression and did not understand her. Zoe should a. Repeat what she has said in a louder voice. B. Graciously accept the blame for not making her meaning clear. C. End the conversation until an interpreter can be found. D. Require the Italian councilperson to restate the message in simple words.