CHAPTER 3 Interpersonal Communication Skills Which of the following correctly describes an aspect of body movement as nonverbal communication Facial expressions generally have the same meaning across cultures According to management guru Peter Drucker the most important thing in communication is to hear what is not said Which of the following correctly describes an aspect of body movement as nonverbal communication Facial expressions tend to convey a person s feelings very accurately and consistently A communicated by most messages comes from the verbal portion classic study by Mehrabian found that percent of the meaning 7 The most expressive part of the body is the eyes What nonverbal message would one tend to communicate by leaning slightly toward the person with whom he or she is communicating interest All statements about nonverbal messages are true except A nonverbal message and verbal message may not occur simultaneously All of the following are examples of nonverbal messages except a one word response Which statement does not accurately describe voice qualities Nervous people usually talk slowly If your supervisor pats you on the back he or she is entering your zone intimate Touching behavior is not consistent from culture to culture Which statement does not accurately describe voice qualities Nervous people usually talk slowly The meaning you attach to time depends on your status culture and speci c situation If your supervisors pat you on the back from time to time they are entering your intimate If you and a close colleague are visiting during a coffee break you are probably in each other s zone personal If you are part of a large audience the speaker on stage is considered in the zone public An example of interaction in the personal zone is conversation with close friends Which one of the following is not true about the personal zone Most business interaction takes place in the personal zone Interviewing a job candidate is an example of an interaction in the personal zone Listening is an active process of assigning meaning to sounds The least developed of the four verbal communications skills is listening A way to give the speaker your undivided attention is to eliminate physical and mental distractions Which of the following is not a good way to involve yourself in the presentation plan what you will say next The following are all ways to improve listening skills except interrupting when the speaker pauses to clarify Which of the following is not a good way to improve your listening skills Interrupt the speaker when you have a question or an idea to share When you listen with an open mind you seek to analyze why the speaker is taking a certain viewpoint Allowing a few moments of silence in a conversation allows the speaker time to elaborate When you are involved in listening to a speaker you think about how the information relates to your goals The main reason to make your telephone voice sound pleasant is that the other person has no visual cues to supplement your voice Which of the following is not an example of good telephone technique If a caller asks a question you can t answer end the call politely Which of the following statistics is not true Nearly half of Americans own a cell phone Which of the following is not true about your telephone voice answer by the second ring Which is not an effective approach in the use of voice mail Have your secretary leave a message When you have to leave a voice mail message you should give your name phone number and the reason for your call One way to avoid telephone tag is to schedule your calls when the person is likely to be available You need not turn off your cell phone or switch it to silent alert mode when you are in an airline terminal The rst thing you should do before calling a meeting is decide what you want to achieve Which of these factors is not necessary in planning a meeting Keeping the agenda private until the meeting begins Which of these points is not true with respect to an agenda for a meeting Helps the invited individuals gather needed background information Why should you prepare an agenda even for informal meetings It will help focus the attention of all participants When planning the logistics of a formal meeting you should consider using a U shaped setup so all participants can see each other The most commonly used room arrangement for formal meetings is rectangular Minutes of a meeting include all these items except who made and seconded a motion Which is not a function of the leader of a meeting ensuring that participants support their ideas with evidence When you prepare minutes of a meeting you should accurately summarize the discussions and decisions made
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