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| 1 | |
The text discusses four basic elements of good talking. Which of the following best represents these four elements? |
| | A) | Voice quality, interaction, status of the speaker, and adaptation |
| | B) | Voice quality, gestures, paralanguage, and adaptation |
| | C) | Voice quality, paralanguage, expressions, and adaptation |
| | D) | Voice quality, style, word choice, and adaptation |
| | E) | Voice quality, paralanguage, space language, and adaptation |
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| 2 | |
Isabelle gave a presentation on the emerging use of wireless handheld devices in education to three separate audiences: corporate executives, high school teachers, and high school students. For each audience, she uses subtle variations in voice, style, and word choice. In terms of the element of good talking, this is an example of _____. |
| | A) | adaptation |
| | B) | use of space |
| | C) | back-channeling |
| | D) | paralanguage |
| | E) | use of time |
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| 3 | |
Which of the following is important when conducting a formal meeting? |
| | A) | Prepare a mental agenda |
| | B) | Develop a written agenda |
| | C) | Avoid using parliamentary procedure |
| | D) | Avoid taking meeting minutes |
| | E) | Discourage people who talk too little |
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| 4 | |
At a meeting, when a participant tries to dominate the discussion, the leader must prevent this by: |
| | A) | ending the meeting. |
| | B) | reprimanding the individual. |
| | C) | revising the agenda. |
| | D) | asking for others' viewpoints. |
| | E) | rescheduling the meeting. |
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| 5 | |
When calling, which of the following is an example of bad telephone etiquette? |
| | A) | "Thank you for calling Miller's Takeaways. I am Alberta McShane. How may I assist you today?" |
| | B) | "This is Debra Hope of DeBanks Finance. I have a clarification regarding the expiration date of your credit period. Is this the best time to talk?" |
| | C) | "Put me through to Charles Watkins in Finance. This is urgent." |
| | D) | "Mr. Strayer is not in presently. May someone else help you?" |
| | E) | "Atkinsons Real Estate. How may I help you?" |
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| 6 | |
According to the guidelines for leaving effective voice mails, what is missing from the following voice message?
"This is Tom Moore from Shoes America. Your order for three dozen pairs of Birkenstock sandals, style 2349 will be shipped March 12." |
| | A) | Name of the caller |
| | B) | Accurate information |
| | C) | Goodwill message |
| | D) | Affiliation of the caller |
| | E) | Details of the message |
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| 7 | |
Which of the following helps improve a person's accuracy of hearing? |
| | A) | Refraining from asking questions |
| | B) | Avoiding back-channeling |
| | C) | Sitting back in a relaxed manner |
| | D) | Judging what is being said |
| | E) | Taking notes |
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| 8 | |
Which of the following is one of "The Ten Commandments of Listening"? |
| | A) | Talking with the speaker |
| | B) | Criticizing the speaker |
| | C) | Not allowing the speaker time to get to the point |
| | D) | Refuse to empathize with the speaker |
| | E) | Arguing with the speaker |
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| 9 | |
Which of the following is true of body language as a form of nonverbal communication? |
| | A) | Paralanguage refers to physical movements of our arms, legs, hands, torsos, and heads. |
| | B) | Speaking and gestures are not linked. |
| | C) | Physical appearance is an important aspect of body language. |
| | D) | The colors in visual aids, wardrobe, and office decor do not send nonverbal messages. |
| | E) | In an office, the physical arrangements do not communicate any meaning. |
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| 10 | |
Which of the following is a type of nonverbal communication? |
| | A) | Style |
| | B) | Voice quality |
| | C) | Word choice |
| | D) | Filtering |
| | E) | Adaptation to the audience |
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