Test Bank for College English and Business

Communication 10th Edition by Camp Satterwhite

ISBN 0073397121 9780073397122

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communication-10th-edition-by-camp-satterwhite-isbn-0073397121-
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 Chapter 02

Interpreting Communication

True / False Questions

1. During her boss's presentation at a work conference, Patricia is bored and cannot help
yawning and looking at her watch. Her behavior is an example of nonverbal communication.

True False

2. When nonverbal cues contradict verbal cues, people tend to trust their perception of the
verbal cues over the nonverbal cues.

True False

3. Posture and physical appearance contribute to the kinesics category of nonverbal

communication.

True False

4. With regard to nonverbal communication, a limp handshake can communicate nervousness or

a feeling of inferiority.

True False

5. Haptic communication is not status-driven.

True False

2-2
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6. The difference between passive and active listening is the level of the listener's involvement.

True False

7. External noise includes sounds from conversations, radios, televisions, CD players, machinery,
and so on.

True False

8. Having preconceived thoughts and opinions when listening to a talk is an example of a

listening barrier.

True False

9. One reason listeners stop paying attention is that they hear faster than most speakers can
speak.

True False

10. Paraphrasing refers to the organization of paragraphs in a textbook.

True False

11. While listening to a lecture, highlighting major points in your notes defeats the purpose of
taking notes.

True False

12. Typing and printing your notes will make them easier to read, but this process will not help
you learn the material.

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 True False

13. The ability to read quickly is important in our productivity-oriented business world.

True False

14. When reading technical material filled with new concepts and vocabulary, it may be necessary
to read the material two or more times to fully comprehend it.

True False

15. One way to organize your reading notes is to make an outline.

True False

Multiple Choice Questions

16. Which of the following is NOT an example of nonverbal communication?

A. Maintaining eye contact

B. Facial expressions

C. Asking questions

D. Taking notes

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17. is nonverbal communication through factors such as tone, pitch, quality, rate of speech,
laughter, tears, belches, and even hesitation or sighs.

A. Environment

B. Kinesics

C. Paralanguage

D. Haptic communication

18. Body language is also known as .

A. verbal communication

B. paraphrasing

C. haptic communication

D. kinesics

2-5
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19. Andrea has been finding it difficult to perform at work recently. Deborah, her boss, is
concerned and calls her in for a one-on-one meeting. In the meeting, Andrea admits that she
is going through a tough time because she is in the middle of a divorce. While talking,
Andrea gets emotional. To demonstrate her understanding, Deborah reaches out and pats
Andrea's hand. This action from Deborah is an example of:

A. verbal communication.

B. paralanguage.

C. kinesics.

D. haptic communication.

20. In the context of space, as it relates to nonverbal communication, the distance of 3 feet to 7
feet, used in the workplace for business-related conversations and small meetings, is known
as:

A. social distance.

B. intimate distance.

C. personal distance.

D. public distance.

2-6
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21. Which of the following is true of passive listening?

A. It is appropriate only when you listen for pleasure.

B. It requires a high level of concentration.

C. It is most appropriate in school or in the workplace.

D. It enhances the ability of a listener to retain vital information and signals.

22. In the listening model, interpreting is the act of:

A. filtering out distractions to allow you to comprehend the meaning of sounds.

B. using retained and analyzed sounds.

C. remembering analyzed sounds for later use.

D. analyzing the sounds that you comprehended.

23. Dan had been nominated for a seminar on how to be a better manager. The night before the
seminar, he had to stay up all night because his daughter was unwell. During the seminar, he

2-7
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 was unable to listen attentively to the speaker due to concerns about his daughter's health. In
this scenario, Dan's listening was affected by:

A. internal noise.

B. external noise.

C. red noise.

D. flicker noise.

24. Which of the following is considered to be a listening barrier?

A. Using filters while listening

B. Interrupting the speaker

C. Making eye contact with the speaker

D. Paraphrasing the content presented to you by the speaker

25. Which of the following helps you retain the content of a speaker's message?

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 A. Sit facing away from the speaker.

B. Take minimal notes.

C. Ensure that the speaker knows whether you agree or disagree with him or her at every
step of the speech.

D. Identify the speaker's ideas and the connections among the ideas.

26. Paraphrasing .

A. involves putting the speaker's ideas into the simplest, clearest, and most direct words
possible without changing the intended meaning

B. refers to the way paragraphs are organized and the mandatory rules of punctuation
followed while writing an essay

C. involves convert ing what the speaker says into what the listener wants to say

D. refers to inconsistent indentation styles that are usually seen in an informal written
document

27. Imagine that your manager wants to talk to you about a project. Identify the nonverbal cue
that you can use to let your manager know that you are listening to him or her.

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 A. Stand or sit facing away from your manager to help him or her feel more comfortable.

B. Do not take notes while talking to your manager because it give s the impression
that you are distracted.

C. Give the manager your undivided attention so that he or she is comfortable.

D. Ensure minimum eye contact with your manager while he or she is talking.

28. Rick is attending a training session on communication skills at work. The session is being
conducted by a famous life-skills coach from another country. Rick is distracted by the
speaker's accent and style of speaking because it is so different. In this situation, which of the
following actions should Rick take to ensure that his listening is maximized?

A. He should maintain his mental focus on the speaker's message.

B. He should turn away from the speaker so that he can listen more carefully.

C. He should leave the training session.

D. He should maintain less eye contact so that he can listen more actively.

29. Which of the following is a useful tip on taking lecture or meeting notes?

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 A. Do not write notes directly on handouts.

B. Try and take down everything the speaker says.

C. Ask questions if permitted.

D. Do not leave any margins or empty spaces in your notes.

30. Fergie is attending a training session conducted by a senior executive at work. The room that
the session is being conducted in is very large and brightly lit. To ensure that she gains the
most from the session, Fergie should choose a seat:

A. at the front and center of the room.

B. in a location amidst distracting sights and sounds.

C. in a dark area if the room has inconsistent lighting.

D. at the back of the room.

31. Which of the following is NOT a tip on taking lecture or meeting notes?

A. Listen for cues that something is important.

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 B. Leave a wide left -hand margin in your notes.

C. Use complete sentences, not phrases.

D. Begin a new page for each meeting or session.

32. Which of the following is a strategy for previewing reading material?

A. Do not get distracted by the table of contents, headings, and other features.

B. Read each sentence carefully and make notes while doing so.

C. Read the first paragraph of the chapter, section, or article.

D. Do not get distracted by illustrations.

33. Where is the main idea of a written paragraph usually found?

A. In the third line of the paragraph

B. In the footer

C. In the topic sentence

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 D. In the header

34. Which of the following is a tip to follow when taking reading notes?

A. Use complete sentences.

B. Always take verbatim notes.

C. Do not use abbreviations.

D. Use pen rather than pencil.

35. is a way of delivering education or training anytime and anyplace.

A. Distance learning

B. Classroom training

C. Vestibule training

D. Close -to-the-job learning

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Fill in the Blank Questions

36. Sharon's boss is giving her some feedbacks about her missed deadlines over the past few
months. Sharon is not open to feedbacks and sighs at repeated intervals because she is
resistant to what her boss is saying. Sharon's nonverbal communication is an example of

37. , as it relates to nonverbal communication, is the physical distance maintained with

others.

38. For North Americans, the distance of 18 inches to 3 feet, used for casual and friendly
conversations, is known as .

39. A handshake is an example of communication.

40. is hearing something with thoughtful attention.

41. The physical function of detecting sound is called .

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42. In the listening model, is the act of using retained and interpreted sounds.

43. A(n) is a meeting held by means of advanced telephone and sometimes computer
technology that enables people from several locations to participate simultaneously.

44. refers to understanding the content of the reading material.

45. refers to remembering the content of the reading material.

Essay Questions

46. List and describe the five categories of nonverbal communication.

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47. Explain with an example how you might convey conflicting signals while communicating with
another person.

48. Differentiate between hearing and listening with examples.

49. Explain the difference between passive and active listening. When is each type of listening
appropriate?

50. Discuss any five barriers to listening and how you could overcome them.

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51. Lenny is attending a training session on how to achieve work-life balance. Discuss the steps
he can follow to ensure that he has retained the content of the speaker's message.

52. Discuss the ways in which you can prepare yourself physically and mentally to listen
attentively to a speaker at a training session.

53. List and discuss, with examples, five ways in which you can use nonverbal cues to show
speakers that you are listening to them.

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54. List the five steps you should follow when previewing material before taking notes.

55. Describe the points to remember when you are rereading and reviewing your work.

Chapter 02 Interpreting Communication Answer Key

True / False Questions

2-18
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McGraw-Hill Education.
1. During her boss's presentation at a work conference, Patricia is bored and cannot help
yawning and looking at her watch. Her behavior is an example of nonverbal
communication.

TRUE

Patricia looking at her watch is an example of nonverbal communication. Nonverbal

communication is communication without words.

AACSB: Communication
Accessibility: Keyboard Navigation
Blooms: Apply Learning Objective: 02-01 Discuss the basics of nonverbal communication and their
importance in all interactions.
Level of Difficulty: 2 Medium
Topic: Essential Principles

2. When nonverbal cues contradict verbal cues, people tend to trust their perception of the
verbal cues over the nonverbal cues.

FALSE

When nonverbal cues contradict verbal cues, people tend to trust their perception of the
nonverbal cues. Therefore, even from the first impressions people form about you, through
personal and professional relationships as they grow, the nonverbal information you
broadcast will weigh heavily on your influence and impact on people.

AACSB: Communication
Accessibility: Keyboard Navigation
Blooms: Understand Learning Objective: 02-01 Discuss the basics of nonverbal communication and
their importance in all interactions.
Level of Difficulty: 2 Medium
Topic: The Importance of Nonverbal Communication

2-19
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McGraw-Hill Education.
3. Posture and physical appearance contribute to the kinesics category of nonverbal
communication.

TRUE

Physical attributes such as appearance, facial expressions, eye contact, and posture all
contribute to kinesics, or body language. Body language, or kinesics, is the gestures,
movements, and mannerisms by which a person communicates with others.

AACSB: Communication
Accessibility: Keyboard Navigation
Blooms: Remember
Learning Objective: 02-01 Discuss the basics of nonverbal communication and their importance in all
interactions.
Level of Difficulty: 1 Easy
Topic: Categories of Nonverbal Communication

4. With regard to nonverbal communication, a limp handshake can communicate nervousness

or a feeling of inferiority.

TRUE

A limp handshake can communicate nervousness or a feeling of inferiority; a firm

handshake communicates confidence. Touch, or haptic communication, is a primary
method for achieving connection with people, indicating intention, or expressing emotion.

AACSB: Communication
Accessibility: Keyboard Navigation
Blooms: Understand Learning Objective: 02-01 Discuss the basics of nonverbal communication and
their importance in all interactions.
Level of Difficulty: 2 Medium
Topic: Categories of Nonverbal Communication

2-20
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McGraw-Hill Education.
5. Haptic communication is not status-driven.

FALSE

Haptic communication is status-driven. That is, a manager may give an employee an

encouraging pat on the back, but not vice versa.

AACSB: Communication
Accessibility: Keyboard Navigation
Blooms: Understand Learning Objective: 02-01 Discuss the basics of nonverbal communication and
their importance in all interactions.
Level of Difficulty: 1 Easy
Topic: Categories of Nonverbal Communication

6. The difference between passive and active listening is the level of the listener's involvement.

TRUE

There are two types of listening: passive and active. The difference between them is the
level of the listener's involvement.

AACSB:
Communication
Accessibility: Keyboard Navigation
Blooms: Remember
Learning Objective: 02-02 Explain the mental and physical processes in listening.
Level of Difficulty: 1
Easy
Topic: Types of
Listening

7. External noise includes sounds from conversations, radios, televisions, CD players,

machinery, and so on.

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McGraw-Hill Education.
 TRUE

External noise includes sounds from conversations, radios, televisions, CD players,

machinery, and so on. Noise can affect your ability to listen.

AACSB:
Communication
Accessibility: Keyboard Navigation
Blooms: Remember
Learning Objective: 02-02 Explain the mental and physical processes in listening.
Level of Difficulty: 1
Easy
Topic: Overcoming Listening Barriers

8. Having preconceived thoughts and opinions when listening to a talk is an example of a listening
barrier.

TRUE

One of the barriers to listening is having preconceived thoughts and opinions. Listening
barriers are any distractions that interfere with listening.

AACSB: Communication
Accessibility: Keyboard Navigation
Blooms: Understand Learning Objective: 02-02 Explain the mental and
physical processes in listening.
Level of Difficulty: 1 Easy
Topic: Overcoming Listening Barriers

9. One reason listeners stop paying attention is that they hear faster than most speakers can
speak.

2-22
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McGraw-Hill Education.
 TRUE

One reason we as listeners stop paying attention is that we hear faster than most speakers
can speak. The average person can speak 125 to 150 words a minute, but a good listener
processes 300 or more words a minute.

AACSB: Communication
Accessibility: Keyboard Navigation
Blooms: Remember
Learning Objective: 02-02 Explain the mental and physical processes in listening.
Level of Difficulty: 1 Easy
Topic: Overcoming Listening Barriers

10. Paraphrasing refers to the organization of paragraphs in a textbook.

FALSE

One powerful and effective way of "owning" the content presented to you by a speaker is
to paraphrase the message. In doing so, the listener crystallizes her or his understanding
of the content, and the speaker has the opportunity to correct any discrepancies from the
core of her or his intended message.

AACSB: Communication
Accessibility: Keyboard Navigation
Blooms: Remember
Learning Objective: 02-02 Explain the mental and physical processes in listening.
Level of Difficulty: 1 Easy
Topic: Overcoming Listening Barriers

11. While listening to a lecture, highlighting major points in your notes defeats the purpose of
taking notes.

2-23
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McGraw-Hill Education.
 FALSE

While listening to a lecture, use highlighting or underscoring to emphasize major points in

your notes. Some people have a tendency to color virtually the entire page with a
highlighter. This practice defeats the purpose of highlighting. Highlight only the major
points. Some listeners may use highlighter pens as they take notes; others will highlight
after they take notes.

AACSB: Communication
Accessibility: Keyboard Navigation
Blooms: Understand Learning Objective: 02-03 Discuss and contrast listening in
casual and business settings.
Level of Difficulty: 1 Easy
Topic: Listening in Traditional and Teleconference Situations

12. Typing and printing your notes will make them easier to read, but this process will not
help you learn the material.

FALSE

If the material is unusually hard to master, you may choose to key your notes and possibly
expand on them while the information is still fresh in your mind. Keying the information
helps you learn it, and having a neat printout makes your notes easier to read, study, and
share with others.

AACSB: Communication
Accessibility: Keyboard Navigation
Blooms: Understand Learning Objective: 02-03 Discuss and contrast listening in
casual and business settings.
Level of Difficulty: 1 Easy
Topic: Listening in Traditional and Teleconference Situations

2-24
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McGraw-Hill Education.
13. The ability to read quickly is important in our productivity-oriented business world.

TRUE

The ability to read quickly is important in our productivity-oriented business world. But
even more important than reading speed are comprehension and retention.

AACSB: Communication
Accessibility: Keyboard Navigation
Blooms: Remember
Learning Objective: 02-04 List suggestions for improving your reading skills.
Level of Difficulty: 1 Easy
Topic: Strategies for Comprehending and Retaining Content

14. When reading technical material filled with new concepts and vocabulary, it may be
necessary to read the material two or more times to fully comprehend it.

TRUE

If the material is technical and filled with new concepts and specific subject-matter jargon,
including new vocabulary, it may be necessary to read the text a second or third time to
fully comprehend the material. Quick scanning or rereading of your notes will be adequate
for review if the first reading was done carefully.

AACSB: Communication
Accessibility: Keyboard Navigation
Blooms: Remember
Learning Objective: 02-04 List suggestions for improving your reading skills.
Level of Difficulty: 1 Easy
Topic: Strategies for Comprehending and Retaining Content

15. One way to organize your reading notes is to make an outline.

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McGraw-Hill Education.
 TRUE

One way to organize your reading notes is to make an outline. In an outline, list the main
ideas on separate lines, with supporting points listed underneath.

AACSB: Communication
Accessibility: Keyboard Navigation
Blooms: Remember
Learning Objective: 02-04 List suggestions for improving your reading skills.
Level of Difficulty: 1 Easy
Topic: Strategies for Comprehending and Retaining Content

Multiple Choice Questions

16. Which of the following is NOT an example of nonverbal communication?

A. Maintaining eye contact

B. Facial expressions

C. Asking questions

D. Taking notes

Asking questions is not an example of nonverbal communication. Nonverbal

communication is communication without words.

2-26
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McGraw-Hill Education.
 AACSB: Communication
Accessibility: Keyboard Navigation
Blooms: Remember
Learning Objective: 02-01 Discuss the basics of nonverbal communication and their importance in all
interactions.
Level of Difficulty: 1 Easy
Topic: Essential Principles

17. is nonverbal communication through factors such as tone, pitch, quality, rate of
speech, laughter, tears, belches, and even hesitation or sighs.

A. Environment

B. Kinesics

C. Paralanguage

D. Haptic communication

Paralanguage is nonverbal communication through factors such as tone, pitch, quality, rate
of speech, laughter, tears, belches, and even hesitation or sighs. Paralanguage can help
reinforce a verbal message.

AACSB: Communication
Accessibility: Keyboard Navigation
Blooms: Remember
Learning Objective: 02-01 Discuss the basics of nonverbal communication and their importance in all
interactions.
Level of Difficulty: 1 Easy
Topic: Categories of Nonverbal Communication

2-27
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McGraw-Hill Education.
18. Body language is also known as .

A. verbal communication

B. paraphrasing

C. haptic communication

D. kinesics

Body language is also known as kinesics. It consists of the gestures, movements, and
mannerisms by which a person communicates with others.

AACSB:
Communication Accessibility:
Keyboard Navigation Blooms:
Remember
Learning Objective: 02-01 Discuss the basics of nonverbal communication and their importance in all
interactions.
Level of Difficulty: 1 Easy
Topic: Categories of Nonverbal Communication

19. Andrea has been finding it difficult to perform at work recently. Deborah, her boss, is
concerned and calls her in for a one-on-one meeting. In the meeting, Andrea admits that
she is going through a tough time because she is in the middle of a divorce. While talking,
Andrea gets emotional. To demonstrate her understanding, Deborah reaches out and pats
Andrea's hand. This action from Deborah is an example of:

2-28
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McGraw-Hill Education.
 A. verbal communication.

B. paralanguage.

C. kinesics.

D. haptic communication.

Deborah's action is an example of haptic communication. Touch, or haptic communication,

is a primary method for achieving connection with people, indicating intention, or
expressing emotion.

AACSB: Communication
Accessibility: Keyboard Navigation
Blooms: Apply Learning Objective: 02-01 Discuss the basics of nonverbal communication and their
importance in all interactions.
Level of Difficulty: 3 Hard
Topic: Categories of Nonverbal Communication

20. In the context of space, as it relates to nonverbal communication, the distance of 3 feet to
7 feet, used in the workplace for business-related conversations and small meetings, is
known as:

A. social distance.

B. intimate distance.

C. personal distance.

2-29
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McGraw-Hill Education.
 D. public distance.

Social distance is the distance from 3 feet to 7 feet. This distance is used in the workplace
for business-related conversations, small meetings, and social functions. It is also used for
other conversations that are not personal in nature.

AACSB: Communication
Accessibility: Keyboard Navigation
Blooms: Remember
Learning Objective: 02-01 Discuss the basics of nonverbal communication and their importance in all
interactions.
Level of Difficulty: 1 Easy
Topic: Categories of Nonverbal Communication

21. Which of the following is true of passive listening?

A. It is appropriate only when you listen for pleasure.

B. It requires a high level of concentration.

C. It is most appropriate in school or in the workplace.

D. It enhances the ability of a listener to retain vital information and signals.

Passive listening is appropriate only when you listen for pleasure and when it doesn't
matter whether or not you retain what you hear. Imagine yourself in a comfortable chair
reading a magazine while listening to music.

2-30
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McGraw-Hill Education.
 AACSB: Communication
Accessibility: Keyboard Navigation
Blooms: Understand Learning Objective: 02-02 Explain the mental and
physical processes in listening.
Level of Difficulty: 2 Medium
Topic: Types of Listening

22. In the listening model, interpreting is the act of:

A. filtering out distractions to allow you to comprehend the meaning of sounds.

B. using retained and analyzed sounds.

C. remembering analyzed sounds for later use.

D. analyzing the sounds that you comprehended.

The listening model involves five elements: hearing, interpreting, retaining, recalling, and
listening. Interpreting is analyzing the sounds that you comprehended.

AACSB: Communication
Accessibility: Keyboard Navigation
Blooms: Understand Learning Objective: 02-02 Explain the mental and
physical processes in listening.
Level of Difficulty: 2 Medium
Topic: Types of Listening

23. Dan had been nominated for a seminar on how to be a better manager. The night before
the seminar, he had to stay up all night because his daughter was unwell. During the

2-31
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McGraw-Hill Education.
 seminar, he was unable to listen attentively to the speaker due to concerns about his
daughter's health. In this scenario, Dan's listening was affected by:

A. internal noise.

B. external noise.

C. red noise.

D. flicker noise.

In the scenario, Dan's listening was affected by internal noise. Internal noise includes
distractions such as pain, fatigue, preoccupation with other thoughts, hunger, worry, or a
personality conflict with the speaker.

AACSB: Communication
Accessibility: Keyboard Navigation
Blooms: Apply Learning Objective: 02-02 Explain the mental and physical
processes in listening.
Level of Difficulty: 3 Hard
Topic: Overcoming Listening Barriers

24. Which of the following is considered to be a listening barrier?

A. Using filters while listening

B. Interrupting the speaker

2-32
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McGraw-Hill Education.
 C. Making eye contact with the speaker

D. Paraphrasing the content presented to you by the speaker

As a listener, you may be tempted to interrupt the speaker in order to make a point or to
share information you feel is important. However, a listener should resist the urge to
interrupt. Wait until the speaker has finished making a point and then respond with an
appropriate comment.

AACSB: Communication
Accessibility: Keyboard Navigation
Blooms: Understand Learning Objective: 02-02 Explain the mental and
physical processes in listening.
Level of Difficulty: 2 Medium
Topic: Overcoming Listening Barriers

25. Which of the following helps you retain the content of a speaker's message?

A. Sit facing away from the speaker.

B. Take minimal notes.

C. Ensure that the speaker knows whether you agree or disagree with him or her at every
step of the speech.

D. Identify the speaker's ideas and the connections among the ideas.

One method to help you retain the content of a speaker's message is to think of the
strategies represented by the letters in the phrase "IS A FACT." The first step is to identify

2-33
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McGraw-Hill Education.
 the speaker's ideas and the connections among the ideas. As you begin to grasp the
speaker's ideas, look for relationships among them.

AACSB: Communication
Accessibility: Keyboard Navigation
Blooms: Remember
Learning Objective: 02-02 Explain the mental and physical processes in listening.
Level of Difficulty: 1 Easy
Topic: Overcoming Listening Barriers

26. Paraphrasing .

A. involves putting the speaker's ideas into the simplest, clearest, and most direct words
possible without changing the intended meaning

B. refers to the way paragraphs are organized and the mandatory rules of punctuation
followed while writing an essay

C. involves converting what the speaker says into what the listener wants to say

D. refers to inconsistent indentation styles that are usually seen in an informal written
document

Paraphrasing involves putting the speaker's ideas into the simplest, clearest, and most
direct words possible without changing the intended meaning. By reducing the speaker's
message to its most basic terms, the listener will be able to understand and remember the
message better.

AACSB: Communication
Accessibility: Keyboard Navigation

2-34
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McGraw-Hill Education.
 Blooms: Understand Learning Objective: 02-02 Explain the mental and
physical processes in listening.
Level of Difficulty: 2 Medium
Topic: Overcoming Listening Barriers

27. Imagine that your manager wants to talk to you about a project. Identify the nonverbal
cue that you can use to let your manager know that you are listening to him or her.

A. Stand or sit facing away from your manager to help him or her feel more comfortable.

B. Do not take notes while talking to your manager because it gives the impression that
you are distracted.

C. Give the manager your undivided attention so that he or she is comfortable.

D. Ensure minimum eye contact with your manager while he or she is talking.

One of the nonverbal cues that lets a speaker know you are listening to him or her is
giving the speaker your undivided attention. In other words, don't continue reading a
report or working on your computer during the conversation. Also, don't look at your
watch frequently. Doing so signals a preoccupation with other matters and possible
conflicting time commitments.

AACSB: Communication
Accessibility: Keyboard Navigation
Blooms: Understand Learning Objective: 02-03 Discuss and contrast listening in
casual and business settings.
Level of Difficulty: 2 Medium
Topic: Listening in Casual Conversations

2-35
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28. Rick is attending a training session on communication skills at work. The session is being
conducted by a famous life-skills coach from another country. Rick is distracted by the
speaker's accent and style of speaking because it is so different. In this situation, which of
the following actions should Rick take to ensure that his listening is maximized?

A. He should maintain his mental focus on the speaker's message.

B. He should turn away from the speaker so that he can listen more carefully.

C. He should leave the training session.

D. He should maintain less eye contact so that he can listen more actively.

You will sometimes encounter speakers with unusual voices or accents. In these instances,
very active and focused listening is required to adapt to the challenging characteristics of
the speaker's voice. In situations like these, maintaining your mental focus on the speaker's
message is your main priority.

AACSB: Communication
Accessibility: Keyboard Navigation
Blooms: Apply Learning Objective: 02-03 Discuss and contrast listening in
casual and business settings.
Level of Difficulty: 3 Hard
Topic: Listening in Traditional and Teleconference Situations

29. Which of the following is a useful tip on taking lecture or meeting notes?

A. Do not write notes directly on handouts.

B. Try and take down everything the speaker says.

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McGraw-Hill Education.
 C. Ask questions if permitted.

D. Do not leave any margins or empty spaces in your notes.

One of the tips on taking lecture or meeting notes is to ask questions if permitted. Most
speakers indicate a specific time for questions.

AACSB: Communication
Accessibility: Keyboard Navigation
Blooms: Understand Learning Objective: 02-03 Discuss and contrast listening in
casual and business settings.
Level of Difficulty: 2 Medium
Topic: Listening in Traditional and Teleconference Situations

30. Fergie is attending a training session conducted by a senior executive at work. The room
that the session is being conducted in is very large and brightly lit. To ensure that she
gains the most from the session, Fergie should choose a seat:

A. at the front and center of the room.

B. in a location amidst distracting sights and sounds.

C. in a dark area if the room has inconsistent lighting.

D. at the back of the room.

During a traditional training session, arrive early and, if possible, choose a seat at the front
and center of the room. Select a location that limits distracting sights and sounds. Choose
a seat away from the windows if you think that the sun glare might be a distraction.

2-37
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McGraw-Hill Education.
 AACSB: Communication
Accessibility: Keyboard Navigation
Blooms: Apply Learning Objective: 02-03 Discuss and contrast listening in
casual and business settings.
Level of Difficulty: 2 Medium
Topic: Listening in Traditional and Teleconference Situations

31. Which of the following is NOT a tip on taking lecture or meeting notes?

A. Listen for cues that something is important.

B. Leave a wide left-hand margin in your notes.

C. Use complete sentences, not phrases.

D. Begin a new page for each meeting or session.

While taking lecture or meeting notes, it is important to use phrases, not complete
sentences, to save time. Abbreviations should be used when possible.

AACSB: Communication
Accessibility: Keyboard Navigation
Blooms: Understand Learning Objective: 02-03 Discuss and contrast listening in
casual and business settings.
Level of Difficulty: 2 Medium
Topic: Take Useful Notes

32. Which of the following is a strategy for previewing reading material?

2-38
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McGraw-Hill Education.
 A. Do not get distracted by the table of contents, headings, and other features.

B. Read each sentence carefully and make notes while doing so.

C. Read the first paragraph of the chapter, section, or article.

D. Do not get distracted by illustrations.

Previewing includes reading headings, reading the first paragraph of a section, reading the
first sentence of each of the remaining paragraphs, reading the last paragraph of the
chapter, section, or article, and reviewing any illustrations. By previewing material, you can
anticipate what information will be presented.

AACSB: Communication
Accessibility: Keyboard Navigation
Blooms: Understand Learning Objective: 02-04 List suggestions for
improving your reading skills.
Level of Difficulty: 2 Medium
Topic: Strategies for Comprehending and Retaining Content

33. Where is the main idea of a written paragraph usually found?

A. In the third line of the paragraph

B. In the footer

C. In the topic sentence

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McGraw-Hill Education.
 D. In the header

Usually, writers deal with only one main idea per paragraph, and they often place the main
idea in a topic sentence, often the first sentence in the paragraph. In addition to the main
idea, you should also note the facts, examples, and supporting points that explain, support,
or develop each main idea.

AACSB: Communication
Accessibility: Keyboard Navigation
Blooms: Remember
Learning Objective: 02-04 List suggestions for improving your reading skills.
Level of Difficulty: 1 Easy
Topic: Strategies for Comprehending and Retaining Content

34. Which of the following is a tip to follow when taking reading notes?

A. Use complete sentences.

B. Always take verbatim notes.

C. Do not use abbreviations.

D. Use pen rather than pencil.

One of the tips to follow when taking reading notes is to use pen rather than pencil. Use
underlines and asterisks to indicate important points.

AACSB:
Communication Accessibility:

2-40
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of
McGraw-Hill Education.
 Keyboard Navigation Blooms:
Remember
Learning Objective: 02-04 List suggestions for improving your reading skills.
Level of Difficulty: 1
Easy
Topic: Take Useful
Notes

35. is a way of delivering education or training anytime and anyplace.

A. Distance learning

B. Classroom training

C. Vestibule training

D. Close-to-the-job learning

Distance learning is a way of delivering education or training anytime and anyplace. It is

also called distance education or e-learning.

AACSB:
Communication
Accessibility: Keyboard Navigation
Blooms: Remember
Learning Objective: 02-04 List suggestions for improving your reading skills.
Level of Difficulty: 1
Easy
Topic: Take Useful
Notes

2-41
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McGraw-Hill Education.
Fill in the Blank Questions

36. Sharon's boss is giving her some feedbacks about her missed deadlines over the past few
months. Sharon is not open to feedbacks and sighs at repeated intervals because she is
resistant to what her boss is saying. Sharon's nonverbal communication is an example of

paralanguage

Sharon's nonverbal communication is an example of paralanguage. Paralanguage is

nonverbal communication through factors such as tone, pitch, quality, rate of speech,
laughter, tears, belches, and even hesitation or sighs. Paralanguage can help reinforce a
verbal message.

AACSB: Communication
Blooms: Apply Learning Objective: 02-01 Discuss the basics of nonverbal communication and their
importance in all interactions.
Level of Difficulty: 3 Hard
Topic: The Importance of Nonverbal Communication

37. , as it relates to nonverbal communication, is the physical distance maintained with others.

Space

Space, as it relates to nonverbal communication, is the physical distance maintained with

others. Intimate distance is the distance from physical contact to 18 inches. This distance is
reserved for personal expression with those we know well.

2-42
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McGraw-Hill Education.
 AACSB: Communication
Blooms: Remember
Learning Objective: 02-01 Discuss the basics of nonverbal communication and their importance in all
interactions.
Level of Difficulty: 1 Easy
Topic: Categories of Nonverbal Communication

38. For North Americans, the distance of 18 inches to 3 feet, used for casual and friendly
conversations, is known as .

personal distance

Personal distance is the distance from 18 inches to 3 feet. This distance is used for casual
and friendly conversations.

AACSB: Communication
Blooms: Remember
Learning Objective: 02-01 Discuss the basics of nonverbal communication and their importance in all
interactions.
Level of Difficulty: 1 Easy
Topic: Categories of Nonverbal Communication

39. A handshake is an example of communication.

haptic or touch

A handshake is an example of haptic or touch communication. Haptic communication is a

primary method for achieving connection with people, indicating intention, or expressing
emotion.

AACSB: Communication

2-43
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of
McGraw-Hill Education.
 Blooms: Remember
Learning Objective: 02-01 Discuss the basics of nonverbal communication and their importance in all
interactions.
Level of Difficulty: 1 Easy
Topic: Categories of Nonverbal Communication

40. is hearing something with thoughtful attention.

Listening

Listening is hearing something with thoughtful attention. Hearing is the physical function
of detecting sound.

AACSB:
Communication
Blooms: Remember
Learning Objective: 02-02 Explain the mental and physical processes in listening.
Level of Difficulty: 1
Easy
Topic: Essential Principles

41. The physical function of detecting sound is called .

hearing

Hearing is the physical function of detecting sound. Listening is to hear something with
thoughtful attention.

AACSB:
Communication
Blooms: Remember
Learning Objective: 02-02 Explain the mental and physical processes in listening.

2-44
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McGraw-Hill Education.
 Level of Difficulty: 1
Easy
Topic: Essential Principles

42. In the listening model, is the act of using retained and interpreted sounds.

recalling

Recalling is the act of using retained and interpreted sounds.

AACSB:
Communication
Blooms:
Remember
Learning
Objective: 02-02
Explain the mental
and physical
processes in
listening.
Level of Difficulty: 1
Easy
Topic: Types of
Listening

43. A(n) is a meeting held by means of advanced telephone and sometimes computer
technology that enables people from several locations to participate simultaneously.

teleconference

A teleconference is a meeting held by means of advanced telephone and sometimes

computer technology that enables people from several locations to participate

2-45
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McGraw-Hill Education.
 simultaneously. Depending on the parameters of the conference and the technology
available at various locations, the conference may be one-way, without interaction between
the speaker and the listeners, or twoway, which allows interaction between the speaker
and the listeners.

AACSB:
Communication
Blooms: Remember
Learning Objective: 02-03 Discuss and contrast listening in casual and business settings.
Level of Difficulty: 1
Easy
Topic: Listening in Traditional and Teleconference Situations

44. refers to understanding the content of the reading material.

Comprehension

Even more important than reading speed are comprehension (understanding) and
retention (remembering). The ability to read quickly is important in our productivity-
oriented business world.

AACSB:
Communication
Blooms: Remember
Learning Objective: 02-04 List suggestions for improving your reading skills.
Level of Difficulty: 1
Easy
Topic: Strategies for Comprehending and Retaining Content

45. refers to remembering the content of the reading material.

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McGraw-Hill Education.
 Retention

But even more important than reading speed are comprehension (understanding) and
retention (remembering). Many of the suggestions made for increasing reading speed also
contribute to greater comprehension.

AACSB: Communication
Blooms: Remember
Learning Objective: 02-04 List suggestions for improving your reading skills.
Level of Difficulty: 1 Easy
Topic: Strategies for Comprehending and Retaining Content

Essay Questions

46. List and describe the five categories of nonverbal communication.

Student responses will vary. The five categories of nonverbal communication are:

a) Paralanguage - It is nonverbal communications through factors such as tone,

pitch, quality, rate of speech, laughing, crying, belching, and even hesitating or sighing.
Paralanguage can help reinforce a verbal message.
b) Body language, or kinesics - It is the gestures, movements, and mannerisms by
which a person communicates with others. Physical attributes such as appearance, facial
expressions, eye contact, and posture all contribute to kinesics or body language.
c) Environment - Environmental factors of nonverbal communication include objects
in our surroundings or the surroundings themselves.

2-47
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McGraw-Hill Education.
 Touch or haptic communication - It is a primary method for achieving connection with
people, indicating intention, or expressing emotion. Like other factors of nonverbal
communication, the use of touch is culturally bound.
d) Space - It is the physical distance maintained with others. How you use space to
communicate depends upon cultural norms, your relationship with the receivers of your
communication, and the activities involved.

AACSB: Communication
Blooms: Understand Learning Objective: 02-01 Discuss the basics of nonverbal communication and
their importance in all interactions.
Level of Difficulty: 2 Medium
Topic: Categories of Nonverbal Communication

47. Explain with an example how you might convey conflicting signals while communicating
with another person.

Student responses will vary. Messages are made stronger when both the verbal and the
nonverbal communications convey the same thing. Sometimes, subconsciously, we send
two distinctly different messages. For example, when discussions become emotionally
driven, one participant may say to the other, "You're angry." Immediately, the other
emotionally charged participant shouts, "I'm not angry!" Here there is a conflict between
what is actually said and the volume and tone of the voices. Another common example is
that of a quiet, preoccupied, and withdrawn person. When asked if anything is wrong, the
person insists he or she is fine. Depending on the circumstances, most questioners would
either leave the person alone or ask more questions. The person who answers the question
by saying, "I am fine," however, does nothing to alter the questioner's view that something
is wrong.

AACSB: Communication
Blooms: Understand Learning Objective: 02-01 Discuss the basics of nonverbal communication and
their importance in all interactions.

2-48
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McGraw-Hill Education.
 Level of Difficulty: 2 Medium
Topic: Conflicting Signals

48. Differentiate between hearing and listening with examples.

Student responses will vary. Often, we think just because we have ears, we can listen.
Listening, however, is to hear something with thoughtful attention. Hearing, on the other
hand, is the physical function of detecting sound. Those who are hearing-impaired "listen"
to sign language. That is, they receive the sign language and use their perception to
analyze and give meaning to the communication just received.

AACSB:
Communication
Blooms:
Understand
Learning Objective:
02-02 Explain the
mental and
physical processes
in listening.
Level of Difficulty: 2 Medium
Topic: Essential Principles

49. Explain the difference between passive and active listening. When is each type of listening
appropriate?

With passive listening, listeners concentrate at a low level and absorb just enough of what
they are hearing to stay involved in the message. With active listening, listeners

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McGraw-Hill Education.
 concentrate at a high level on what is being said and participate mentally in the
conversation. Passive listening is appropriate when you are listening for pleasure or when
it does not matter whether or not you retain what you are hearing. Active listening is
appropriate when you must remember what you are hearing, such as in school or in the
workplace.

AACSB: Communication
Blooms: Understand Learning Objective: 02-02 Explain the mental and
physical processes in listening.
Level of Difficulty: 2 Medium
Topic: Types of Listening

50. Discuss any five barriers to listening and how you could overcome them.

Students' answers will vary. Becoming an effective listener requires conscious effort.
Overcoming listening barriers takes continued practice. Listening barriers are any
distractions that interfere with listening. Some examples are:

a) Not concentrating on what is being said.

b) Becoming distracted by noise.
c) Talking, texting, or tweeting instead of listening.
d) Having preconceived thoughts and opinions.
e) Not being interested in what is being said.

You could overcome them by concentrating on the speaker's message, using filters to
manage and control noise, resisting the urge to talk instead of listening, focusing on the
message, listening with a positive attitude, turning good listening skills into effective
communication, improving your listening skills, paraphrasing, evaluating your skills, and
preparing yourself physically and mentally.

2-50
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McGraw-Hill Education.
 AACSB: Communication
Blooms: Understand Learning Objective: 02-02 Explain the mental and
physical processes in listening.
Level of Difficulty: 2 Medium
Topic: Overcoming Listening Barriers

51. Lenny is attending a training session on how to achieve work-life balance. Discuss the
steps he can follow to ensure that he has retained the content of the speaker's message.

To ensure that he has retained the speaker's message, Lenny should:

a) Identify ideas and relationships. As he begins to grasp the speaker's ideas, he should
look for relationships among them.
b) Summarize main points. As he listens, he should summarize the speaker's words by
paraphrasing them in his own words. By reducing the speaker's message to its most
basic terms, he will be able to understand and remember the message better.
c) Assess the message. As he summarizes the speaker's message and sees the organization
and the relationship structure of the speaker's ideas, he will probably find himself
beginning to agree or disagree with the speaker. When this happens, he can try to trace
his response to the speaker's reasons or arguments. He should ask himself if the
arguments and ideas of the speaker really lead to his or her conclusions. Also, he should
determine if the speaker is trying to convince him with reason or to persuade him by
pleading, coaxing, or insisting. He should make sure that he is in favor of the speaker's
views for substantive and tangible reasons, not just because they are presented with
humor, enthusiasm, or charm.
d) Formulate questions. Formulating questions will help him stay focused on what the
speaker is saying. He might ask questions of the speaker to clarify a point that is unclear
or to determine if he has interpreted the material correctly.
e) Associate ideas with familiar concepts. As he listens to the speaker's ideas, he should
relate this information to what he already knows about the topic or related topics.
Doing so allows him to quickly grasp the information presented by the speaker.

2-51
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McGraw-Hill Education.
 f) Consider ways to use the information. One of the best ways to personally integrate the
speaker's message is to determine how he can best use the information in the message.
g) Take notes. He is most likely to take notes in meetings or in a lecture or conference
setting.
Notes, however, should be more than just aids to memory.

AACSB:
Communication
Blooms:
Understand
Learning Objective:
02-02 Explain the
mental and
physical processes
in listening.
Level of Difficulty: 2 Medium
Topic: Overcoming Listening Barriers

52. Discuss the ways in which you can prepare yourself physically and mentally to listen
attentively to a speaker at a training session.

Listening is a combination of physical and mental activities. Although the mental part of
listening is more complex, you must also remember to take responsibility for the physical
part of listening as well. If you are experiencing any hearing difficulties, schedule a hearing
examination with a medical professional. The most important factor in effective listening is
being mentally prepared. Mental preparation involves a receptive frame of mind and
certain communication tools, such as an extensive vocabulary. Good listeners clear their
minds of extraneous thoughts so that their minds are open to receive the speaker's
message. If your professional goals include progressing through positions of added
responsibility and reward, then the general vocabulary you acquired in high school and
college may not be adequate for effective listening in the workplace. Almost every field

2-52
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McGraw-Hill Education.
 has its own lexicon or specialized vocabulary, and the listener must master this vocabulary
to understand the material under discussion. When you communicate with co-workers and
supervisors, follow the same procedure of collecting and learning new and useful words so
that they become part of your own vocabulary.

AACSB: Communication
Blooms: Understand Learning Objective: 02-02 Explain the mental and
physical processes in listening.
Level of Difficulty: 2 Medium
Topic: Overcoming Listening Barriers

53. List and discuss, with examples, five ways in which you can use nonverbal cues to show
speakers that you are listening to them.

Student responses will vary. As a listener, you can employ body language to convey to a
speaker or speakers your interest in what they are saying. Here are a few nonverbal cues
that let people know you are listening to them:

a) Stand or sit facing the speaker.

b) Give the speaker your undivided attention.
c) Use facial expressions to convey you are listening intently to the conversation. Nodding
affirmatively encourages a person to continue the conversation.
d) Take notes about the conversation if it is appropriate.
e) Follow the listening customs of different countries.

AACSB: Communication
Blooms: Understand Learning Objective: 02-03 Discuss and contrast listening in
casual and business settings.
Level of Difficulty: 3 Hard

2-53
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McGraw-Hill Education.
 Topic: Listening in Casual Conversations

54. List the five steps you should follow when previewing material before taking notes.

To preview material, follow these steps:

a) Read headings.
b) Read the first paragraph of the chapter, section, or article.
c) Read the first sentence of each of the remaining paragraphs.
d) Read the last paragraph of the chapter, section, or article.
e) Review any illustrations.

AACSB: Communication
Blooms: Understand Learning Objective: 02-04 List suggestions for
improving your reading skills.
Level of Difficulty: 2 Medium
Topic: Strategies for Comprehending and Retaining Content

55. Describe the points to remember when you are rereading and reviewing your work.

How often you reread or review material will depend on its difficulty and how you plan to
use the information. Often, quick scanning or rereading of your notes will be adequate for
review if the first reading was done carefully. However, if the material is technical and filled
with new concepts and specific subject-matter jargon, including new vocabulary, it may be
necessary to read the text a second or third time to fully comprehend the material.

2-54
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McGraw-Hill Education.
 AACSB: Communication
Blooms: Understand Learning Objective: 02-04 List suggestions for
improving your reading skills.
Level of Difficulty: 2 Medium
Topic: Strategies for Comprehending and Retaining Content

2-55
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McGraw-Hill Education.