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Issues and Ethics in the Helping Professions, 7th Edition
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,DOWNLOAD THE Test Bank for Business Communication Developing Leadersfor Networked World 2nd Edition Cardon
Chapter 02
Interpersonal Communication and Emotional Intelligence
True / False Questions
1. Each person involved in interpersonal communication is both encoding and decoding meaning.
True False
2. Decoding is the process of converting meaning into messages composed of words and nonverbal
signals.
True False
3. In the interpersonal communication process, communicators encode and send messages at the
same time that they also receive and decode messages.
True False
4. Hearing problems, illness, and memory loss are examples of semantic noise in the communication
process.
True False
5. Physical noise refers to interference due to attitudes, ideas, and emotions experienced during an
interpersonal interaction.
True False
2-1
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6. All outgoing messages are encoded and all incoming messages are decoded through a filter of
lifetime experiences.
True False
7. High self-awareness includes the ability to manage events that stir strong responses.
True False
8. Venting negative feelings is one of the most effective strategies for de-escalating anger.
True False
9. People who have low self-management should practice self-talk to improve.
True False
10. People with high self-management react defensively with a me-first attitude when threats are
perceived.
True False
11. Recent business-school graduates rank listening skills among the most important communication
skills.
True False
12. In a conversation with a co-worker, Kosuke agrees with everything the other person says. Kosuke is
successfully practicing the skill of holding judgment.
True False
13. During a conversation with his supervisor, Alec paraphrases something that he heard her say. This
is an example of a judger statement.
True False
2-2
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14. Sharing your own ideas with your colleagues undermines the active listening process.
True False
15. Probing questions are intended to create bonds between people.
True False
16. Leading questions are generally open-ended.
True False
17. Nonverbal messages, such as posture, are most important when they convey a different emotion
than the spoken message.
True False
18. A person's motivational value system is a blend of the three primary motives of nurturing,
dominating, and autonomizing.
True False
19. A manager who wants to hire an effective leader should focus on applicants who are extroverts.
True False
20. When one is treated poorly, responding aggressively potentially de-escalates a difficult situation
and shows one's character and caring.
True False
Multiple Choice Questions
2-3
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21. Which of the following terms best describes the process of sending and receiving verbal and
nonverbal messages between two or more people?
A. active listening process
B. verbal communication process
C. interpersonal communication process
D. thought process
E. review process
22. Melissa intends to say something to the new employee that will make him feel welcome as a
member of the team. The thought that Melissa intends to communicate is known as _____.
A. meaning
B. message
C. semantics
D. encoding
E. empathy
23. _____ is the process of converting meaning into messages composed of words and nonverbal
signals.
A. Decoding
B. Encoding
C. Translating
D. Filtering
E. Communicating
2-4
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24. Ayesha says, "You're so generous!" in a sarcastic tone. Mario decides that Ayesha thinks he is
cheap. What process has Mario just done?
A. filtering
B. hijacking
C. encoding
D. synchronizing
E. decoding
25. Loud music coming from the next room or distorted formatting in an email message are examples
of _____ noise.
A. physical
B. psychological
C. semantic
D. physiological
E. cognitive
26. _____ noise occurs when communicators apply different meanings to the same words or phrases.
A. Psychological
B. Physical
C. Semantic
D. Cognitive
E. Physiological
2-5
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27. Which of the following is an example of psychological noise?
A. Jenna's boss does not understand what she tells him because his hearing aid battery dies.
B. Jenna's boss does not understand that when she says a product is "bad," she means she likes it.
C. Jenna's boss does not take her complaint seriously because construction noise prevented him
from hearing it.
D. Jenna's boss does not take her complaint seriously because he thinks teenagers always
exaggerate.
E. Jenna's boss does not remember what she tells him because he has another meeting right after
their conversation.
28. All outgoing messages are encoded and all incoming messages are decoded through
A. a filter of lifetime experiences.
B. psychological noise.
C. mitigating information.
D. a motivational value system.
E. sight-reading.
29. Emotional _____ refers to a situation in which emotions control our behavior causing us to react
without thinking.
A. filtering
B. hijacking
C. blackmail
D. noise
E. intelligence
2-6
Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of
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30. Which of the following is the process of accurately understanding one's own emotions as they
occur and how they affect one's behavior and thought?
A. self-management
B. empathy
C. relationship management
D. shared meaning
E. self-awareness
31. Events that cause strong emotional reactions are called _____.
A. triggers
B. stressors
C. noise
D. distracters
E. filters
32. Jeanne pays close attention to her emotions at work and takes a quick break whenever she thinks
her frustration level might cause her to lash out at a co-worker. What quality does this behavior
demonstrate?
A. empathy
B. self-management
C. emotional hijacking
D. sight-reading
E. psychological noise
2-7
Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of
McGraw-Hill Education.
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,DOWNLOAD THE Test Bank for Business Communication Developing Leaders
for Networked World 2nd Edition Cardon
33. Which of the following involves the discipline to hold off on current urges to meet long-term
intentions?
A. empathy
B. self-awareness
C. self-management
D. relationship management
E. sight-reading
34. Which of the following domains of emotional intelligence is the "ability to accurately pick up on
emotions in other people and understand what is really going on with them"?
A. empathy
B. relationship management
C. self-management
D. self-awareness
E. pessimism
35. Which of the following is an impact of low self-management on interpersonal communication?
A. One directs conversations to topics that are important to self.
B. One focuses exclusively on the task at hand without paying attention to rapport-building.
C. One provides indirect and vague feedback and ideas to others.
D. One frequently vents frustrations without a constructive work purpose.
E. One is unaware of his or her own emotional states and its related impacts on communication.
2-8
Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of
McGraw-Hill Education.
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, DOWNLOAD THE Test Bank for Business Communication Developing Leaders
for Networked World 2nd Edition Cardon
36. Which of the following is an impact of high self-management on interpersonal communication?
A. One controls emotional impulses that are not aligned with work and relationship goals.
B. One attempts to understand the feelings, perspectives, and needs of others.
C. One engages in a me-first approach to work with colleagues.
D. One accepts and even welcomes feedback and constructive criticism.
E. One is aware of triggers and related tendencies to say the wrong thing.
37. Which of the following is an impact of high empathy on interpersonal communication?
A. One controls emotional impulses that are not aligned with work and relationship goals.
B. One directs conversations to topics that focus on the needs of others and self.
C. One is aware of triggers and related tendencies to say the wrong thing.
D. One spends a higher percentage of work conversations on work-related topics with a focus on
solutions.
E. One frequently vents frustrations without a constructive work purpose.
38. Juan tries to build rapport with the people on his project by checking in with them each day to see
if they have any questions or concerns. What aspect of emotional intelligence does this behavior
demonstrate?
A. high empathy
B. high self-awareness
C. high relationship management
D. low self-management
E. low empathy
2-9
Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of
McGraw-Hill Education.
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