University of Nebraska Lincoln COMM 286

Business And Professional Communication

Communicating at Work 12Th Ed By Ronald
Adler

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Sample Questions
 
Communicating at Work, 12e (Adler)
Chapter 2   Communication, Culture, and Work
 
1) Which of the following statements is true of the U.S.
workforce?

1. A) In the United States, engineering companies that have

embraced diversity are losing their competitive edge.
2. B) Most U.S. workers were born outside of the country.
3. C) The ability to work effectively with people from other
countries is becoming an essential qualification for
workers in all industries.
 4. D) Very few foreign companies have set up operations in
the United States.

 
2) Culture refers to all of the following except

1. A) inherited and innate characteristics.

2. B) sets of values, beliefs, and norms.
3. C) learned behaviors shared by a group.
4. D) shared interpretations that affect the behaviors of a
group.

 
3) All of the following characteristics can help define
culture except

1. A) religion.
2. B) socioeconomic background.
3. C) sexual orientation.
4. D) your neighbor’s religion.

 
4) Which of the following best describes the way cultural
values develop?

1. A) A person who moves to another country in middle age

will never adopt the values of the new culture.
2. B) A Korean-born infant raised in the United States will
have the same cultural values as her cousin who grew up
in Seoul.
3. C) We are born with a specific set of cultural values that
does not change throughout our lives.
4. D) Culture is learned, not innate, and it will be influenced
by a variety of factors in our lives.

 
5) Miriam was born to a Syrian refugee living in Turkey and
was adopted as a baby by a couple living in the United States.
As an adult, she moves to Wales for a job. Miriam is most likely
to hold beliefs and adhere to norms that belong to the culture
in

1. A) Wales.
2. B) Ukraine.
3. C) the United States.
4. D) Syria.

6) Which of the following statements about culture is most

accurate?

1. A) Cultural variations rarely exist within a country.

2. B) The values we learn from our culture are important, but
they do not affect our communication.
3. C) Most members of a culture can easily describe the
“rules” of that culture.
4. D) We are usually not even aware of our own culture’s
“rules.”

 
 
 
7) Our own culture’s standards are usually

1. A) not obvious to us.

2. B) easy for us to describe.
3. C) meaningless.
4. D) strange.

 
8) Cultural expectations are often ________ to the people who
live and communicate within that culture.
 1. A) useless
2. B) invisible
3. C) overwhelming
4. D) disgusting

 
9) Liam was raised in Dublin. As a result, the dominant norms
of Irish culture are largely ________ to Liam.

1. A) invisible
2. B) obvious
3. C) not applicable
4. D) a mystery

 
10) Which of the following is not true about organizational
culture?

1. A) It refers to the unique set of values of an organization.

2. B) It shapes the degree of cooperation and competition
within the organization.
3. C) The way employees interact with each other is
governed by organizational culture.
4. D) Workers who do not conform to their organization’s
culture are rewarded.

 
11) Which of the following are ways to learn about an
organization’s culture?

1. A) Notice how you are treated when you deal with the
organization’s employees.
2. B) Observe how clean the workplace is.
3. C) Read written correspondence from the organization to
see whether it has a welcoming tone.
 4. D) All of these are effective ways to learn about an
organization’s culture.

12) One approach to learning about the culture of an

organization that would probably not be helpful is

1. A) during your job interview, ask the interviewer if the

company treats its employees respectfully.
2. B) notice how you are treated when you visit the
company.
3. C) observe how well the building is maintained.
4. D) chat with employees in the cafeteria.

 
13) Employees whose values match the values of the
organization they work for generally ________ than employees
whose values do not match the organization.

1. A) have less success in their careers

2. B) show more commitment to their jobs
3. C) seem less satisfied
4. D) change jobs more frequently

 
 
 
14) When employees choose not to follow the unspoken rules
of the organization they work for, they often

1. A) have fewer complaints.

2. B) promote higher customer satisfaction.
3. C) face negative consequences.
4. D) are rewarded by management.

 
15) Yolanda and her friend Dillon live in Canada, and they both
consider themselves to be Canadian. Even so, Yolanda, a
woman, is a Catholic from a working-class family, while Dillon,
a man, is an atheist from a middle-class family. The different
religious, gender, and social groups Yolanda and Dillon belong
to are referred to as

1. A) out groups.
2. B) co-cultures.
3. C) ethnicities.
4. D) norms.

 
16) Whether you are a Baby Boomer or a Millennial, the
generation you belong to is an example of

1. A) a co-culture.
2. B) a norm.
3. C) a society.
4. D) an attitude.

17) Which of the following statements about race, ethnicity,

and communication is true?

1. A) Each race and ethnic group has a single style of

communication that members use.
2. B) There are some patterns of communication that many
members of various races and ethnicities share.
3. C) Races and ethnicities deal with eye contact in the
same way.
4. D) A person’s race or ethnicity is the sole predictor of that
person’s communication style.

 
18) When a person is silent, how should you interpret this?
 1. A) You should view it as a sign of timidity or shyness.
2. B) You should see it as a sign of dislike of you or
something you have said.
3. C) You should recognize it as a face-saving response to a
situation the person is uncomfortable in.
4. D) You should know that the meaning varies depending on
the culture, the context, and the individual.

 
19) Eye contact indicates

1. A) respect.
2. B) disrespect.
3. C) honesty.
4. D) a variety of things, depending on the culture.

 
 
 
20) The preferred means of dealing with conflict

1. A) is to remain silent.
2. B) involves talking about the conflict directly and openly.
3. C) involves avoiding clear expressions of disagreement.
4. D) varies across cultural groups.

 
21) When first-generation college students from working-class
backgrounds arrive at college, which one of the following skills
are they likely to be proficient in?

1. A) how to follow rules

2. B) how to think critically
3. C) how to argue persuasively
4. D) how to speak assertively
 
22) Which of the following is true of children raised in middle-
and upper-class families?

1. A) They typically learn to defer to authority.

2. B) They typically have a hard time speaking up.
3. C) They are frequently taught to think critically.
4. D) They usually have trouble arguing persuasively.

23) Which of the following is a true statement about children

raised in working-class families?

1. A) They must often change their speech, language,

clothing, and nonverbal patterns to be accepted in
professional life.
2. B) They are typically taught to think critically and devise
creative solutions to the problems placed in front of them.
3. C) They are unable to make the transition to working in a
business or professional environment because of their
upbringing.
4. D) They are more likely than children from middle- and
upper-class families to form persuasive arguments.

 
24) Which generation generally has the most seniority in
organizations, was raised to believe they could make
meaningful changes, and enjoys the pressure to perform in the
workplace?

1. A) Generation Xers
2. B) Generation Zers
3. C) Millennials
4. D) Baby Boomers

 
25) Which generation prioritizes fun and creativity on the job
and has a strong desire for work-life balance, but also tends to
have more conservative and traditional values?

1. A) Millennials
2. B) Baby Boomers
3. C) Generation Xers
4. D) Generation Zers

 
 
 
26) Which generation is, as a group, technologically adept and
entrepreneurial and has older members shifting into
management roles?

1. A) Baby Boomers
2. B) Gen Xers
3. C) Gen Yers
4. D) Millennials

 
27) On the job, Millennials tend to

1. A) be technologically inept.
2. B) be workaholics.
3. C) have a strong need for recognition.
4. D) fear working in a diverse workplace.

 
28) Which of the following statements is true about Generation
Z?

1. A) The oldest members are rapidly shifting into

management roles.
 2. B) It is the first generation to have access to the Internet
from a young age.
3. C) In the United States, it is the most ethnically diverse
generation in history.
4. D) Members tend to hold traditional and conservative
values.

29) Speakers of nonstandard dialects of English are

1. A) perceived as more competent than speakers of

standard English.
2. B) routinely recommended for higher-level jobs than
speakers of standard English.
3. C) often recommended for lower-level jobs than speakers
of standard English.
4. D) judged to have messages with more significant content
than speakers of standard English.

 
30) Parinaaz grew up in India and recently moved to the
United States. Although she speaks English fluently, she has a
strong accent. Which of the following statements about
Parinaaz is most likely true?

1. A) Parinaaz is likely to experience bias against her and

greater communication problems as a result.
2. B) Parinaaz is likely to be recommended for a higher-level
job than a person with a neutral accent.
3. C) Parinaaz’s accent will result in her being treated much
the same as someone from the Midwest.
4. D) Parinaaz is more likely to be recommended for a job
with more public contact than someone with a less
pronounced speech style.

 
31) Which of the following statements is true about disability?
 1. A) When interacting with people with disabilities, it is
best to use group designations, such as “the deaf.”
2. B) The lives of most people in the United States will
remain untouched by disability.
3. C) The Americans with Disabilities Act limits its definition
of disability to visible impairments.
4. D) Disability is nondiscriminatory and can impact people
of all races, ethnicities, ages, sexes, and classes.

 
 
 
32) The Americans with Disabilities Act has helped people with
disabilities by

1. A) giving them preference in being hired.

2. B) eliminating their need to function in mainstream
culture.
3. C) ensuring they get to be interviewed first for jobs and
have longer interviews.
4. D) improving accessibility and protecting their rights.

 
33) Which of the following best describes advocates’ advice for
how we should treat persons with disabilities?

1. A) Act awkwardly around them.

2. B) Avoid assuming you know their needs and preferences.
3. C) Honor their disabilities by treating them differently
than we would treat others.
4. D) Be certain not to use common expressions such as
“See you later” because they could be discriminatory.

34) Which of the following is appropriate behavior for

communicating with a person with a disability?
 1. A) Be sure to communicate in a clear and understandable
manner.
2. B) Do not attempt to shake hands with a person who has
an artificial limb.
3. C) Be sure to pet and interact with service animals so
they do not see you as a threat.
4. D) If a person uses a sign language interpreter, look at the
interpreter while you are talking to the person who is
hearing impaired.

 
35) Which of the following is a good guideline for interacting
with people who have a disability?

1. A) To prevent embarrassment, take care that you do not

say “see you later” to a blind person.
2. B) When you are talking to a person with a disability, look
and speak directly to that person.
3. C) An effective way to reduce your awkwardness and
create a sense of familiarity is to lean on a person’s
wheelchair.
4. D) If a person with a disability has difficulty speaking, you
can assist that person by finishing his or her sentences.

 
36) Which of the following statements is true about male and
female communication styles?

1. A) Male and female communication styles are often so

different that it has been suggested that the two sexes
are two distinct co-cultures.
2. B) Research has indicated that there are no real
differences in how men and women communicate.
3. C) Female and male communication styles tend to only
differ in significant ways among the lower classes of a
society.
 4. D) Male and female communication style differences are
largely nonexistent until after people reach middle age.

 
 
 
37) Which of the following statements is true about gender and
sex discrimination in the workplace?

1. A) The U.S. Equal Employment Opportunity Commission

interprets discrimination based on gender identity and
sexual orientation as sex discrimination, regardless or
state or local laws.
2. B) Female full-time employees make wages equal to male
full-time employees, but female part-time workers make
only 80 cents for every dollar earned by a man.
3. C) Thanks to the laws put in place by the U.S. Equal
Employment Opportunity Commission, women no longer
face sex-based issues in the workplace.
4. D) The differences in the career projections of men and
women can be primarily traced to a lack of interest in
advancing professionally on the part of women.

38) Which of the following is true of military veterans in the

workplace?

1. A) Military veterans tend to work better in competitive

rather than collaborative workplaces.
2. B) Military veterans are often able to complete tasks in
stressful situations.
3. C) Military veterans have a higher well-being in the
workplace than other Americans.
4. D) Military veterans often find it difficult to adapt and
solve problems in a creative and quick manner.

 
39) Which of the following statements is true about customs
and behavior?

1. A) It is generally safe to assume that everyone in a

particular culture will behave similarly.
2. B) Similarities shared across cultures are intercultural
similarities.
3. C) Members of a particular culture share the same
communication styles.
4. D) Variations between members of the same culture are
intercultural variations.

 
40) In international business, a good general rule is to

1. A) strive to get to know coworkers and quickly get on a

first-name basis.
2. B) be aware that customs in most other countries are
much less formal than in the United States.
3. C) address people using their formal title until they invite
you to talk to them on a first-name basis.
4. D) follow your own customs, no matter what country you
are in, because people do not expect foreigners to know
their cultural rules.

 
41) Which of the following statements is true about formality?

1. A) Ways of expressing the degrees of formality are limited

to the use of names and titles.
2. B) Expressions of formality are essentially the same for
every culture.
3. C) In some cultures, the expected level of formality
means that you do not converse with strangers.
4. D) With a few exceptions, business exchanges with
people from other countries tend to be informal.
 
42) Which of the following is true about business cards in
Japan?

1. A) Business cards are not important and are rarely

exchanged.
2. B) When being given a card, you should hold it in two
hands and carefully review it.
3. C) You should avoid giving out business cards unless you
have a long-standing relationship with the recipient.
4. D) After being handed a business card, you should quickly
put it in your pocket without looking at it.

 
 
43) Yasmine’s company is flying her to China to help broker a
business deal, and she knows that giving gifts is an expected
part of business in the Chinese culture. Which of the following
should Yasmine do?

1. A) She should give a white gift to symbolize the purity of

her intentions.
2. B) She should give an expensive gift to give her hosts the
impression of company wealth.
3. C) She should not bring a gift because gift giving in
business situations is not a U.S. tradition.
4. D) She should research Chinese cultural gift-giving
practices and choose her gift carefully.

 
44) Which of the following statements is true about styles of
dress?

1. A) Regional differences in clothing are becoming more

pronounced.
 2. B) When doing business abroad, it is best to err on the
side of conservative dress.
3. C) Wearing the latest fashions is expected when traveling
abroad for business.
4. D) The standard Western business suit is expected for
men and women doing business abroad.

 
45) The statement “Time is money, so it should be rationed
carefully,” reflects a(n) ________ orientation toward time.

1. A) monochronic
2. B) individualistic
3. C) polychronic
4. D) costly

 
46) Skylar is a very organized and timely individual. He always
shows up for meetings 15 minutes early. He frowns upon
colleagues who fail to arrive on time. Which orientation toward
time would most accurately describe Skylar’s behavior?

1. A) high-context
2. B) standard
3. C) monochronic
4. D) polychronic

 
47) Juana takes time to chat with her friends at the beginning
of the meeting, even though it means the meeting will start
late. Juana’s sociability illustrates a ________ time orientation.

1. A) monochronic
2. B) polychronic
3. C) central standard
4. D) disrespectful
48) Members of a polychronic culture would probably

1. A) finish a telephone conversation before acknowledging

a friend who has entered the room.
2. B) arrive well before a meeting is scheduled to start.
3. C) consider it a waste of time to begin a meeting with half
an hour of socializing.
4. D) spend time getting to know a person before doing
business with her or him.

 
49) In a culture where conflict is avoided, it is appropriate to

1. A) express negative emotions openly.

2. B) say “no” if you mean “no.”
3. C) say “I will consider it” if you mean “no.”
4. D) explain unpleasant news in a matter-of-fact manner.

 
50) A common communication behavior in cultures that avoid
conflict involves

1. A) sparing others from unpleasant information.

2. B) hitting the table to emphasize a point.
3. C) clearly saying “no” if you do not support a proposal.
4. D) embarrassing others in public.

 
51) Mi Na is an executive working at a plastics manufacturer
in South Korea. In her culture, people work hard to avoid
conflict and maintain harmony. Mi Na plans to meet with
Elliot, a businessman who is traveling to South Korea from the
United States, a culture where being direct is more important
than avoiding conflict. Which of the following statements best
describes what should happen during Mi Na and Elliot’s
meeting?
 1. A) Mi Na should try to accept the presence of conflict,
while Elliot should work to promote harmony.
2. B) As the visitor, it is Elliot’s responsibility to avoid
conflict and maintain harmony.
3. C) As the host, it is Mi Na’s responsibility to put aside her
cultural norms and embrace directness and tolerate
conflict.
4. D) Elliot and Mi Na should use an intermediary so that
neither has to change his or her style of communication.

 
52) Which of the following statements is true about gender
roles around the world?

1. A) The Internet has helped ensure that business people

will be treated equally in all cultures regardless of gender.
2. B) Businesspeople around the world are
cosmopolitan and understand that rank matters more
than gender.
3. C) Women can guarantee they will be treated equally by
providing their qualifications in writing prior to meeting
with foreign business people.
4. D) In some countries, women may find themselves
excluded from important conversations because of their
gender, even if they are business executives.

53) Claudia and Dayson are upper-level managers working for

the same company, but they are located in different countries
and come from different cultures. The company is
implementing a new accounting process, so Jorge, the
company CEO, invites Claudia, Dayson, and a few other
managers to join him on a video conference. During the video
conference, Claudia asks Jorge if the company will be creating
a temporary help desk to ease the transition. Jorge replies, “I’ll
think about it and get back to you later.” To Claudia, this
means he will honestly consider the possibility and will send
an email with his decision. To Dayson, Jorge’s expression
during this statement indicates that he is simply maintaining
social harmony and that a help desk will not be created. Which
of the following is most likely true about Claudia’s and
Dayson’s cultures?

1. A) Claudia is from a high-context culture, and Dayson is

from a low-context culture.
2. B) Dayson is from a high-context culture, and Claudia is
from a low-context culture.
3. C) Both Claudia and Dayson are from high-context
cultures.
4. D) Both Claudia and Dayson are from low-context
cultures.

 
 
 
54) Cultures that rely heavily on subtle nonverbal cues to
convey meaning have a ________ orientation.

1. A) low-context
2. B) high-context
3. C) parallel-context
4. D) sign language

 
55) Which of the following likely indicates a low-context
culture?

1. A) Legal contracts are lengthy.

2. B) Communicators often rely on subtle, nonverbal cues to
convey meaning.
3. C) Social contexts reveal much information about
relationships.
 4. D) It is considered impolite to say “yes” or “no” directly.

 
56) Which of the following ways of saying “no” illustrates a
high-context culture?

1. A) That would be difficult.

2. B) I refuse to do that.
3. C) I am sorry, but we cannot do that.
4. D) I cannot do that now. Do you not see that I am busy?

57) Lorenzo has been offered a chance to work overseas for an

international tech company. The opportunity means that he
will need to leave his current company even though he is
currently in the middle of a big project there. However,
Lorenzo knows the new position is major step up for him
career-wise, so he decides to take it, even though his current
company will potentially face short-term setbacks as a result.
Based on this scenario, Lorenzo is most likely a member of
a(n) ________ culture.

1. A) collectivist
2. B) high power distance
3. C) individualistic
4. D) low power distance

 
58) Members of a collectivist culture such as China’s will
typically

1. A) try hard to distinguish themselves and achieve

personal success.
2. B) believe that the welfare of an organization they belong
to is as important as their own welfare.
3. C) place their own interests ahead of the interests of the
community they belong to.
 4. D) strive to be recognized as an organizational “star.”

 
59) In Mexico, a culture with high power distance, a person
who frequently questions the feasibility of a manager’s
proposals would probably

1. A) be thought of as a troublemaker.
2. B) be encouraged to ask more questions.
3. C) be promoted quickly.
4. D) be rewarded for his or her creativity.

 
 
 
60) In some cultures, employees have a great deal of respect
for persons in positions of authority. This cultural dimension is
called

1. A) high-context versus low-context.

2. B) power distance.
3. C) uncertainty avoidance.
4. D) short-term versus long-term orientation.

 
61) Jermaine is a junior accountant working at a mid-sized
accounting firm. During tax season, Jermaine completes tax
forms for clients, which are then reviewed by one of the senior
accountants before they are filed. Rarely, the senior
accountant will correct something Jermaine has missed or
done incorrectly. Most of the time the senior accountant is
correct, but sometimes Jermaine believes his original work
was correct. When this is the case, he has no problem
challenging the senior accountant’s revisions. Jermaine most
likely comes from a culture
 1. A) with high power distance.
2. B) that is collectivistic.
3. C) with low power distance.
4. D) that is individualistic.

62) Everyone in Lara’s family has taken a different path in life.

Her sister, Daniela, went to college to become a lawyer. Her
brother, Rodrigo, decided to become a sculptor. Lara prefers to
travel and moves from country to country, working different
seasonal jobs and taking classes here and there. Lara’s
parents see all three career paths as valid choices. Lara and
her family most likely come from a culture that

1. A) is relatively comfortable with uncertainty.

2. B) has little tolerance for uncertainty.
3. C) has high power distance.
4. D) has low power distance.

 
63) The Greek culture (a culture that avoids uncertainty) tends
to

1. A) value tradition.
2. B) have few formal rules.
3. C) encourage new ideas.
4. D) enjoy the challenge of risk taking.

 
64) Milo and his friends and family are all very focused on
achieving material success and “winning.” They respect
people who are assertive and have power in any of its forms.
Milo most likely lives in a ________ culture.

1. A) masculine
2. B) low-context
3. C) high-context
 4. D) feminine

 
 
 
65) In Scandinavian countries, whose culture is classified as
“feminine,” work teams tend to emphasize

1. A) individual competence.
2. B) cooperative problem solving.
3. C) personal performance.
4. D) task completion.

 
66) Which activities would members of masculine societies
typically choose as the most effective way to improve team
competency?

1. A) creating a friendly atmosphere

2. B) making the working conditions more pleasant
3. C) team cooperation
4. D) using the most up-to-date methods

67) Chunhua is a full-time graduate student. She also has a

part-time internship and a part-time job. As a result, she has
little free time and rarely gets to go out with her friends or see
her family. However, she knows that once she graduates, she
will be able to get a good job at a good company, so for her,
the eventual payoff is worth the extra work now. Chunhua
most likely comes from a culture with

1. A) high power distance.

2. B) low power distance.
3. C) a long-term orientation.
4. D) a short-term orientation.
 
68) Arran would like to work in advertising as a copywriter
and eventually as a project manager. He has always dreamed
of seeing his ideas made into commercials or put on billboards.
He considered going to college and getting a degree that
would help him achieve his goals, but he does not like that it
would mean spending four to six years going to class instead
of making money. Instead, Arran decides to get an entry-level
job selling advertising. The pay is not as good as he would
make if he got his degree, but he is getting paid right now,
which makes him happy. Arran most likely belongs to a culture
with

1. A) a long-term orientation.
2. B) a short-term orientation.
3. C) high power distance.
4. D) low power distance.

 
69) Which of the following attitudes would be most helpful if
you encountered a practice in another country that you think is
unethical?

1. A) “I will not interact with these people as long as they

are acting like that.”
2. B) “My culture’s values are the purest in the world. This
country is immoral.”
3. C) “Perhaps I should be open to this practice, because I
know that even back home not everyone agrees what the
right approach is.”
4. D) “Even though this is a morally significant problem, I
will just do as they do while I am in this country.”

 
 
 
70) Business leaders in Japan, Europe, and the United States
collaborated to create a universal code of business ethics
known as the

1. A) Caux Round Table Principles for Business.

2. B) Equal Employment Opportunity Act.
3. C) Values, Attitudes, and Lifestyles Inventory.
4. D) Corporate Equality Index.

71) Lydia and two co-workers have traveled to a foreign

country to negotiate a business deal with a company that
manufactures electronic components. After a morning
meeting, everyone breaks for lunch. As they are leaving the
office building to go to a restaurant, Lydia chats with one of
the manufacturing executives. During the course of their
conversation, he hints that a bribe would make the
negotiations go more smoothly. Lydia knows that bribes are a
common and accepted business practice in his culture, but
she is not entirely comfortable with it. Which of the following
questions should she answer to help determine the best
response to this ethical dilemma?

1. A) Is there consensus in her home country regarding this

issue?
2. B) Will it save her team time negotiating?
3. C) Has this man been given a bribe before?
4. D) Will the bribe cut into her company’s profits?

 
72) In order to learn about other cultures, which of the
following is not necessary?

1. A) being open-minded
2. B) being willing to learn new ways to approach an issue
3. C) observing how others conduct themselves
 4. D) completely abandoning your own preferences

 
73) Which of the following statements is true about effectively
communicating across cultures?

1. A) You need to participate in a corporate training program

to communicate effectively within a diverse workplace.
2. B) Communicating with people from diverse backgrounds
is easy.
3. C) The responsibility for building bridges among members
of a diverse workforce rests with management.
4. D) You can increase the effectiveness of your
intercultural interactions by improving your knowledge,
attitudes, and behaviors.

 
74) Which attitude about cultural differences is most likely to
lead to a productive relationship?

1. A) integration
2. B) denial
3. C) minimization
4. D) defense

 
 
 
75) Tiffany does not actively dislike other cultures, but she
does not really understand or appreciate their traditions and
histories either. For her, the only difference between her
culture and another culture exists in their food, language, and
holidays. What stage of intercultural sensitivity is Tiffany
exhibiting?
 1. A) denial
2. B) defense
3. C) acceptance
4. D) minimization

76) Mike is on vacation in a foreign country. Whenever he goes

to a restaurant, he thinks, “This food is okay, but it is nowhere
near as good as the food I can get back home.” When he
interacts with the locals, he thinks, “These people are pretty
friendly, but they are much lazier and not as smart as the
people back home.” Mike is displaying

1. A) adaptation.
2. B) ethnocentrism.
3. C) intercultural competency.
4. D) integration.

 
77) Which of the following is not recommended as a way to
improve your own communication with members of other
cultures?

1. A) Gain more knowledge about other cultures.

2. B) Recognize that persons of differing backgrounds can
offer useful insights.
3. C) Lower your expectations for good performance when
you are working with minorities.
4. D) Talk about differences openly but respectfully.

 
78) In organizations with a diverse workforce, it is usually
constructive to

1. A) ignore cultural differences and just hope everyone will

get along OK.
2. B) express pity for minorities and disabled persons.
 3. C) divide the workforce into teams, with each team
comprised only of persons from a single culture.
4. D) discuss cultural differences openly, as long as you
avoid inflammatory remarks.

 
79) Adama has just been hired as a buyer at a U.S. company
that imports goods from Taiwan. She does not know anything
about the Taiwanese culture, but she is being sent to Taipei
next week. Between adjusting to her new role and preparing
for the business portion of her trip, Adama will not have much
time to learn about her hosts. Which of the following is
something she should do to help ensure that she
communicates effectively during her meetings in Taiwan?

1. A) She should ignore any cultural differences she might

encounter.
2. B) She should judge Taiwanese culture based on how
things are done in the United States.
3. C) She should say as little as possible to avoid causing
offense.
4. D) She should maintain a level of formality and recognize
cultural differences.

 
80) We are born with knowledge of our culture’s expectations;
we do not need to learn them through experience.
 
81) Our own culture impacts our behaviors significantly, yet it
is hard for us to describe those cultural expectations, because
we follow them unconsciously.
 
82) Employees whose values match the values of their
supervisors and of the organization tend to be more satisfied,
more committed to their jobs, and more successful on the job.
 
83) Some of the most powerful rules of an organization’s
culture are unspoken, yet they are clearly understood by its
members.
 
84) A group that exists within a larger culture, yet has a clear
identity of its own, is called a co-culture.
 
85) Rules for most nonverbal behaviors, such as eye contact,
are universal.
 
86) Employees who were raised in working class families often
need to adopt different styles of language, nonverbal
communication, and clothing in order to gain acceptance in
middle-class careers.
 
87) Generation Xers want a work-life balance and are loyal to
people, but not organizations.
 
88) Those who speak a nonstandard dialect of English in the
United States usually end up in lower level jobs than those
who speak standard English.
 
89) A disability is not  a defining characteristic of any person;
it is simply one feature of their lives.
 
90) It is polite to play with a person’s service animal.
 
91) You do not need to ask persons with disabilities whether
they would like help; just step forth quickly to assist them with
tasks that may be hard for them.
 
92) The communication styles of men and women are the same
aside from a few minor differences.
 
93) Military veterans may find it difficult to go home at the end
of the day if the day’s task is not yet complete.
 
94) In Mexico and Germany, you are expected to use a
person’s formal title unless that person has specifically invited
you to address him or her casually.
 
95) If you are interacting in foreign business settings, you
would be well advised to wear something trendy rather than
dressing in a traditional, conservative style.
 
96) A culture where tasks are performed in a scheduled order,
one at a time, with full attention given to each task, is called a
polychronic culture.
 
97) In the Middle East, negative emotional expression is
usually suppressed, because it is so important to show
harmony.
 
 
98) In some cultures it is considered impolite to directly say
“no” to a request, because it could embarrass the person who
made the request.
 
99) Gender roles and expectations for feminine behavior are
consistent across cultures.
 
100) In high-context cultures, such as Asian societies,
receivers rely heavily on social rules, the history of the
relationship, and nonverbal cues to decode the full meaning of
the messages they receive.
 
101) In low-context cultures, an important goal of
communicators is to help each other save face and maintain
social harmony.
 
102) In collectivist cultures, it is considered dishonorable to
become a star worker, because this would be perceived as a
disgrace to the other team members.
 
103) In a culture where high power distance is the norm, an
employee who challenged the managers’ decisions and asked
probing questions would probably be labeled as an aggressive
troublemaker.
 
104) Sanjay comes from a culture where people are not
comfortable taking risks and do not accept behaviors that
differ from the norm. This is an example of uncertainty
avoidance.
 
105) Scandinavian countries approach organizations from a
masculine orientation, which means they focus on team
cooperation, good working conditions, and maintaining a
friendly atmosphere.
 
106) The United States has a long-term orientation, which
means that rather than focusing on immediate payoffs,
members tend to work hard today so they can have rewards in
the future.
 
107) A behavior that you consider to be immoral may be
considered entirely appropriate in another culture.
 
108) If your cultural background differs from the norm in your
current location, it is a good idea to figure out why this could
be an asset to you in your job and help your boss understand
your advantages.
 
109) Patricia believes her own culture is better than other
cultures. This attitude is called ethnocentrism.
 
110) It can be helpful to talk about cultural differences openly
in an organization, but only if attitudes are constructive and
language is non-inflammatory.
111) Explain why patterns of communication that have worked
well with traditional American organizations do not always
succeed with a culturally diverse workforce. In your answer,
describe several types of cultural patterns that might clash
with mainstream workplace practices in the United States.
 
 
 
112) If you were seeking a job with a company located in a
different state, what things would you want to review to
understand the culture of that company? Describe four ways
you would find out about the organizational culture, and tell
why these are important factors to be aware of.
 
113) Define the following terms: culture, cultural norms, and
co-culture. Give an example of each. Explain why it is
important to know what these terms mean.
 
114) Summarize at least four guidelines for effective
communication with people who have disabilities. Include best
practices as well as communicative behaviors you should
typically avoid.
 
115) Discuss how social class can have an impact on
communication in the workplace and in college, comparing
and contrasting people raise in working-class families and
those raised in middle- and upper-class families.
 
116) Choose two communication practices and two concerns
(goals) of Asian societies. Compare them with the
communication practices and concerns of Western cultures.
Provide an example to illustrate each.
 
117) Identify monochronic and polychronic time orientations.
Provide an example of how each view might impact behavior in
a business situation.
 
118) Identify key differences between high- and low-context
cultures; illustrate both types with examples.
 
119) Explain the differences between individualistic and
collectivistic cultures; provide examples of both types.
 
120) You are on a job assignment in a foreign country. On the
job, you are assigned to participate in a business practice
which is typical for that culture, but it challenges your
fundamental sense of what is right and wrong. You know that
your foreign co-workers expect you to participate in this
practice. What questions would you ask yourself to help decide
on your course of action? Suggest at least two possible
approaches you could take to manage this dilemma. Which of
those would you prefer, and why?
 
121) Identify several assumptions often held by minorities and
several assumptions often held by majorities. Suggest
alternative assumptions that would promote authentic
relations.
122) You are a member of a culturally diverse work team. Your
boss has asked you to develop a training seminar for your
team in which you identify and describe five attitudes that
would improve relationships among members of various
cultures. Prepare a detailed sentence level outline you could
use to present this seminar.
 
123) Imagine that you work for a global manufacturing
company based in the United States. Your specific job involves
overseeing two factories: one in China and one in Brazil. As a
result, you spend a lot of time interacting and communicating
with managers in both countries. Identify two potential
problems you might encounter communicating with
management in each country and explain how you would work
to overcome these issues.
Communicating at Work, 12e (Adler)
Chapter 3   Listening
 
1) Listening skills contribute to career success in all of the
following aspects EXCEPT

1. A) your effectiveness in an organization.

2. B) your upward mobility.
3. C) your productivity.
4. D) Effective listening skills contribute to all of these.

 
2) A survey of 1,000 executives ranked ________ as the top skill
of an ideal manager.

1. A) listening
2. B) conflict resolution
3. C) writing
4. D) public speaking

 
3) According to Peter Drucker, a management expert, effective
communication is

1. A) the responsibility of the receiver.

2. B) the responsibility of the sender.
3. C) a burden that is not worth your time.
4. D) wasted if the receiver does not listen well.

 
4) Active listening occurs whenever

1. A) you are truly interested in what someone else has to

say.
2. B) a speaker specifically asks people to listen closely to
what he or she is saying.
3. C) you are attentive to the verbal and nonverbal
information being shared by a speaker.
4. D) your environment is quiet enough that you can perceive
what someone is saying.

 
5) When Pierre doesn’t understand his supervisor’s
instructions, he blames his boss for not making the
instructions clear. Pierre’s belief that effective communication
is always the sender’s responsibility is an example of which of
the following barriers to effective listening?

1. A) physiological
2. B) false assumption
3. C) sociocultural differences
4. D) lack of training

6) Adam believes that he is a good listener because he does

not interrupt others. However, Adam does not paraphrase or
ask clarifying questions of the speaker, and he does not attend
to the speaker’s nonverbal cues. Adam is mistakenly assuming
that

1. A) effective communication is the listener’s responsibility.

2. B) listening is a passive process.
3. C) talking has more advantages than listening.
4. D) the communication model is accurate.

 
 
 
7) Which of the following is a common but false assumption
about listening?

1. A) The sender and the receive share responsibility for

making their communication effective.
2. B) Listening is an active process.
3. C) As a work skill, listening is just as important as talking.
4. D) Listening is a natural ability that almost everyone
possesses.

 
8) Chetna’s mind wanders when her supervisor is talking to
her. She does not paraphrase or ask clarifying questions, and
she does not attend to her supervisor’s nonverbal cues. Which
of the following assumptions would help Chetna improve her
listening?

1. A) Communication is the sender’s responsibility.

2. B) Effective listening is an active process.
3. C) Talking has more advantages than listening.
4. D) Listening is a mindless activity.

 
9) Conversational partners are typically able to interpret
________ percent of each other’s remarks accurately.

1. A) 25 to 50
2. B) 10 to 20
3. C) about 75
4. D) 50 to 70

 
10) Rhonda received a voice message marked “urgent,” but
due to the poor quality of her phone’s speakers, she was not
able to understand the message. Which barrier to listening
does this problem represent?

1. A) environmental barrier
2. B) physiological barrier
3. C) message overload
4. D) preoccupation

11) Rafael is taking an online communication class this

semester. Today, he is frustrated because the server is down
and he cannot complete the quiz on listening that is due by
5:00 P.M. Which barrier to effective listening does this
situation illustrate?

1. A) rapid thought
2. B) fear of appearing ignorant
3. C) message overload
4. D) environmental barrier

 
12) All of the following can help reduce environmental
distractions EXCEPT

1. A) choosing a more reliable communication channel.

2. B) eliminating distractions.
3. C) moving to a less disruptive location.
4. D) focusing on annoyances.

 
 
 
13) Robert was listening to the instructions provided by his
boss. However, it was difficult to hear each step because
Caitlin and Josh were engaged in a discussion close by. Which
barrier to effective listening was hindering Robert’s ability to
listen to his boss?

1. A) environmental
2. B) attitudinal barrier
3. C) egocentrism
4. D) physiological barriers

 
14) Samar has been having difficulty hearing what people are
saying at the opposite end of the table, so he has decided to
begin wearing a hearing aid to assist him during sales
meetings. Which of the barriers to effective listening is
reflected in Samar’s need for a hearing aid?

1. A) physiological barrier
2. B) environmental barrier
3. C) psychological barrier
4. D) faulty assumption

 
15) Having mental “spare time” while listening is the result of

1. A) attention deficit hyperactivity disorder (ADHD).

2. B) speech rates of 125 words per minute and thought
rates of 500 words per minute.
3. C) our inability to process information as quickly as a
speaker can talk.
4. D) the hectic pace of the business world today.

 
16) The fact that a receiver can process information faster
than a sender can speak affects which of the following barriers
to effective listening?

1. A) attitudinal
 2. B) sociocultural
3. C) physiological
4. D) environmental

17) Katie is a supervisor for a calling center. She is

experiencing a number of problems with her subordinates.
They often bungle the instruction she provides, which results
in additional work for her. After researching this problem,
Katie determined that her instructions were being
misinterpreted because she was giving instructions while the
phones were ringing and the employees were filling out their
time sheets. Which barrier to effective listening is the cause of
Katie’s problem?

1. A) message overload
2. B) rapid thought
3. C) egocentrism
4. D) sociocultural differences

 
18) Courtney continuously checks her email and texts
responses while sitting in her biology lecture. Not surprisingly,
she has trouble understanding many of the concepts she’s
supposed to be learning. Which type of barrier to effective
listening does this represent?

1. A) physiological barrier
2. B) message overload
3. C) ethnocentrism
4. D) faulty assumption

 
19) Most people can only really pay attention to ________ at a
time.

1. A) one complex message or two simple messages

 2. B) one or two message
3. C) one message
4. D) up to three simple messages

 
20) Jim is having problems listening to Diana’s directions for
operating the new computer terminal because he is upset
about his poor performance in his early morning presentation
to the vice president. Which of the following barriers to
listening does this scenario illustrate?

1. A) message overload
2. B) preoccupation
3. C) rapid thought
4. D) physical barriers

 
21) Corey has lived in New York City all his life. His new
coworker, Danielle, recently immigrated to the United States
from Mali. She speaks English with an accent. As a
consequence of this, Corey assumes that she is not very
intelligent and that she does not understand him very well
when he speaks to her. Corey is demonstrating

1. A) ethnocentrism.
2. B) egocentrism.
3. C) preoccupation.
4. D) poor multicommunication.

22) Which of the following terms represents the belief that

your ideas are more important than other people’s ideas?

1. A) preoccupation
2. B) false assumption
3. C) egocentrism
4. D) ignorance
 
23) Self-centered listeners

1. A) receive low ratings for social attractiveness.

2. B) are usually well-liked.
3. C) readily learn valuable new information.
4. D) are more likely to be promoted.

 
24) Which is true about seeking clarification?

1. A) An effective employee should not ask questions.

2. B) When we ask questions, we are showing our ignorance.
3. C) Never ask a dumb question.
4. D) Asking questions to seek clarification is a strategy that
can pay dividends.

 
 
 
25) Researchers have found that gender and nationality have
which of the following impacts on workplace listening?

1. A) Indians are more attentive than Americans or

Malaysians.
2. B) Malaysian women are more attentive than American
women.
3. C) Americans are more attentive on average than Indians.
4. D) Men are more likely to engage in distracted listening
than women.

 
26) The most effective listeners are

1. A) flexible when it comes to their listening style.

 2. B) analytical and task-oriented listeners.
3. C) those who have developed expertise in their preferred
listening style.
4. D) relational and critical listeners.

 
27) Rodayne’s friends say he is an excellent communicator.
His listening ability has helped him develop and maintain a
number of positive relationships, and he is extremely sensitive
to the feelings and ideas of others. Which listening style
preference do Rodayne’s actions illustrate?

1. A) relational
2. B) analytical
3. C) task-oriented
4. D) critical

28) People who use which of the following listening styles are
most at risk of failing to assess the quality of the information
others are giving to them?

1. A) task-oriented
2. B) analytical
3. C) critical
4. D) relational

 
29) Dakota acts as the summarizer in her work team. After a
proposal has been discussed for a few minutes, she
summarizes the idea and then asks if the team is ready to
move forward in implementing the proposal. She keeps the
group on track, but she tends to gloss over any looks of
concern or puzzlement. Dakota’s listening behavior represents
the ________ style of listening.

1. A) relational
 2. B) analytical
3. C) task-oriented
4. D) critical

 
30) What listening style is particularly well-suited to people
working in a company’s ombuds department?

1. A) critical
2. B) task-oriented
3. C) analytical
4. D) relational

 
 
 
31) Hiro takes pleasure in exploring ideas during meetings. He
likes to discuss an idea thoroughly, being sure that all the pros
and cons have been systematically considered. Only after
much debate is he willing to decide on a course of action. Hiro
is demonstrating the ________ style of listening.

1. A) relational
2. B) analytical
3. C) task-oriented
4. D) critical

 
32) If you find it difficult to listen patiently when you believe
that people are not efficient or are not promptly getting to the
point during conversations, which listening style preference
would you be using?

1. A) relational
2. B) analytical
 3. C) task-oriented
4. D) critical

33) Monika pays especially close attention to the accuracy and

consistency of people’s messages. She tries to always
consider the quality of a message before she decides if she
believes it. Monika’s primary listening style is ________
listening.

1. A) relational
2. B) critical
3. C) task-oriented
4. D) analytical

 
34) Mindless listening

1. A) should be avoided at all costs.

2. B) is a useful strategy when we need to tune out
distractions that are not worthy of careful attention.
3. C) involves attending carefully to the message.
4. D) takes up so much of our energy that we cannot focus
on those messages that are most important to hear.

 
35) When you pay careful attention to the messages you
receive and respond to them in a thoughtful way, you are
engaged in ________ listening.

1. A) critical
2. B) mindful
3. C) active
4. D) analytical

 
36) Tyson’s instructor assigned him to listen to a political
presentation on campus. In which order should Tyson
complete the necessary mental tasks?

1. A) listen, understand, evaluate

2. B) listen, evaluate
3. C) evaluate, formulate a response, listen
4. D) understand, listen, evaluate

 
 
 
37) Which of the following is a useful technique for improving
the quality of your conversations?

1. A) Speak only when it is truly necessary.

2. B) Give advice in the form of questions.
3. C) Do not hesitate to evaluate what others have to say.
4. D) Ask original questions rather than paraphrasing what
others have already said.

 
38) Which of the following is NOT a recommended technique
for effective listening?

1. A) When the sender pauses, seek clarification by restating

his or her ideas in your own words.
2. B) Be sure you understand the other person’s ideas very
well before you begin to evaluate them.
3. C) Give the speaker advice by asking leading questions
such as, “Are you sure you have really tried every solution
we talked about?”
4. D) When you are listening, hold back from making a
wealth of comments.
39) Questions that are actually disguised forms of giving
advice are called ________ questions.

1. A) sincere
2. B) counterfeit
3. C) unrealistic
4. D) demanding

 
40) An example of a counterfeit question is

1. A) “What’s your opinion?”

2. B) “Can you tell me more?”
3. C) “What do you want to do next?”
4. D) “When do you plan to change to a higher-paying job?”

 
41) Which of the following is NOT a counterfeit question?

1. A) “Are you telling me that you haven’t finished the report

yet?”
2. B) “Have you tried opening the emergency valve?”
3. C) “What ideas do you have for improving our
productivity?”
4. D) “Wouldn’t it have been better if you had completed the
research last week instead of leaving it until the last
minute?”

 
42) Paraphrasing means

1. A) responding to a speaker nonverbally.

2. B) restating, in your own words, what you think the
speaker just said.
3. C) mentally questioning the speaker’s intentions and
arguments.
 4. D) repeating back to the speaker exactly what he or she
said.

 
43) Which of the following is a paraphrasing response?

1. A) “Can you give me more details?”

2. B) “I don’t understand. Would you go over that again?”
3. C) “So you’re saying . . .” (repeat speaker’s words
verbatim – exactly as the speaker said them)
4. D) “In other words . . .” (restate your understanding of the
speaker’s message using different words than the
speaker’s)

 
 
 
44) Which of the following is NOT an aspect of an effective
paraphrase?

1. A) After you paraphrase, invite the speaker to tell you

whether you have understood them accurately.
2. B) After you paraphrase, invite the speaker to correct
anything you have misunderstood.
3. C) As a listener, spend most of your time mentally
following the speaker’s ideas.
4. D) As a listener, you should spend as much time
paraphrasing and questioning as you do listening.

45) A questioning response differs from a paraphrasing

response because a questioning response

1. A) seeks additional information.

2. B) clarifies what the speaker said.
3. C) includes hidden advice.
 4. D) is insincere.

 
46) If you paraphrased another person’s information to verify
that you have accurately noted the facts, which type of
paraphrasing technique would you be using?

1. A) intent
2. B) content
3. C) structural
4. D) feeling

 
47) In Darlene’s performance review, her supervisor pointed
out that she frequently misunderstood the tasks and deadlines
that had been assigned to her. The supervisor suggested that
Darlene should restate, after each team meeting, what she
understands her assignment to be. This strategy of rephrasing
will give the supervisor a chance to correct any
misconceptions. Which type of paraphrasing will Darlene be
using?

1. A) normal
2. B) feeling
3. C) content
4. D) revision

 
48) Professor O’Malley tells his students that they are to
submit a draft of their term paper during the fourth week of the
semester. Gloria responds, “So, as I understand it, your main
reason for collecting our drafts is so that you can see whether
we have found enough valid references.” Which type of
paraphrasing is Gloria using?

1. A) parroting
 2. B) feeling
3. C) confusion
4. D) intent

 
49) Imagine that you are an advertising agency executive
meeting with a client to discuss a new campaign. The client
says “We were thinking of a series of fast-paced, colorful
videos with people dancing, or something like that.” Choose
the option below that paraphrases the intent of the client’s
message.

1. A) “I agree that fast-paced, colorful videos are a good

choice.”
2. B) “It seems like you have a strong sense of how you want
this campaign to look.”
3. C) “It sounds like what is important to you is that the
campaign be bold and exciting.”
4. D) “In other words, you feel like the existing campaign is
too boring.”

 
50) After listening to his girlfriend’s complaints about her co-
worker, Jeremy says, “It sounds like you’re really upset.”
Jeremy is paraphrasing his girlfriend’s

1. A) goals.
2. B) feelings.
3. C) content.
4. D) intent.

 
51) Which of the following is NOT a recommended technique
for effective listening?

1. A) Avoid asking questions for clarification.

 2. B) Turn off your cell phone ringer while you are
interacting with others face-to-face.
3. C) Take notes to help you remember key points.
4. D) Attend to the sender’s nonverbal cues.

 
52) When you want insight into someone’s attitude, pay special
attention to his or her

1. A) questions.
2. B) channel of communication.
3. C) word choices.
4. D) nonverbal cues.

 
53) James and his classmates complain that their instructor
does not give clear instructions for their assignments. All of
the following strategies could help these students EXCEPT

1. A) favoring verbal cues over nonverbal cues.

2. B) paraphrasing the instruction assignments.
3. C) asking clarification questions.
4. D) taking notes.

 
54) Which of the following is NOT usually part of a telephone
log?

1. A) the date and time the call was placed

2. B) unsuccessful attempts to contact the person
3. C) key points you and the other speaker made
4. D) context on what else was happening at work when you
made the call

 
55) An effective evaluative listener will ask all of the following
questions EXCEPT

1. A) “Do these ideas reinforce my current beliefs?”

2. B) “Do the examples represent the whole situation?”
3. C) “Are there any important exceptions that the speaker
hasn’t pointed out?”
4. D) “Is the evidence true?”

 
56) To evaluate the quality of a message, you need to analyze
it on the basis of

1. A) objectivity and usefulness.

2. B) evidence and emotion.
3. C) sincerity and credibility.
4. D) consistency and persuasiveness.

 
 
57) Which of the following questions can help you to analyze
the validity of a speaker’s evidence?

1. A) What is the motive behind the speaker’s message?

2. B) If the speaker is right, what are the implications?
3. C) Are there any exceptions to the speaker’s point?
4. D) How important is this issue to me?

 
58) When you are listening to evaluate, which of the following
factors should cause you to hesitate about accepting the
speaker’s proposal?

1. A) The speaker uses valid evidence.

2. B) The speaker has good credentials concerning this
topic.
 3. C) The speaker is emotionally involved with the topic he
or she is trying to persuade you about.
4. D) The speaker backs up his or her claims with several
well-researched examples.

 
59) Which of the following will NOT help you be a better
evaluative listener?

1. A) Analyze the speaker’s supporting data.

2. B) Avoid asking questions for clarification.
3. C) Examine the speaker’s emotional appeals.
4. D) Seek to thoroughly understand the speaker’s ideas
before you start evaluating them.

 
60) Gina is the owner of a dry cleaner. Today, she attended a
lunch meeting held by the local chamber of commerce, where
a salesman gave a talk about liability insurance. Gina was not
very interested in this topic, but she decided to keep an open
mind. As it turned out, the salesman was a compelling
speaker, and Gina was soon paying close attention. After
presenting some statistics on liability insurance, the salesman
told some stories about small business owners who were
ruined when customers or employees suffered unfortunate
accidents and there was no insurance to pay the damages. By
the end of the meeting, Gina was so anxious that she decided
to sign up for liability insurance right away, without stopping
to calculate what its costs and benefits would be.
 
What listening error did Gina make in this example?

1. A) failing to listen mindfully to the speaker’s message

2. B) not examining the speaker’s emotional appeal
3. C) withholding judgment about the speaker
 4. D) letting the fear of appearing ignorant affect her
behavior

61) Imagine that you are the editor of a news website. You are
looking to hire a new reporter. As part of the job, the new
reporter will encounter a lot of people with interesting stories
to tell, but some of those people are likely to be liars. It is
important that the new reporter be good at considering the
quality of what people are saying and determining whether
they are accurate and consistent. What type of listening style
should you be looking for in your new reporter?

1. A) critical
2. B) analytical
3. C) task-oriented
4. D) relational

 
 
 
62) Sopheak is a team leader at a software development
company. Today he is meeting with Vanya, the human
resources director, to review the laws and company guidelines
regarding hiring. Vanya has a lot of detailed information to
share, information that Sopheak will need to remember as he
hires people in the months to come. In a situation like this,
which technique for effective listening is particularly useful?

1. A) talking and interrupting less

2. B) analyzing the evidence
3. C) withholding judgment
4. D) taking notes

 
63) Imagine you work as a project manager for a bridge
building company. The city has chosen your company to
complete a new bridge to replace one that was built over 100
years ago and is much too small for the amount of traffic it is
expected to handle. Your company bid on this project months
ago, so you are happy to have been selected. However, you
have just found out that the city has shortened the timeline for
the bridge completion by several months. There is no time to
waste, so you call a meeting to discuss the timeline with key
members of your team, all of who are experienced at their
jobs. During this meeting, which style of listening would best
lend itself to helping you accomplish your goals?

1. A) task-oriented listening
2. B) analytical listening
3. C) critical listening
4. D) relational listening

64) Imagine that you are part of a team of engineers designing

a new computer. You have noticed that meetings have a
tendency to run long, as you and the other engineers like to
talk through every question in detail. However, a major
deadline is coming up, and you worry that if meetings continue
as they have in the past, you and your team are going to miss
it. What listening style should you adopt going forward to help
with this situation?

1. A) task-oriented
2. B) critical
3. C) analytical
4. D) relational

 
65) Listening is one of the most important career skills you can
develop.
 
66) The responsibility for ensuring that a message is
effectively understood falls mostly on the speaker, not on the
listener.
 
67) According to communication expert Susan Peterson, good
listening is 80 percent to 90 percent of what makes a leader
effective.
 
68) It has been estimated that a salesperson can prevent
about four minutes of dealing with objections for every minute
he or she spends listening.
 
69) Most people do NOT need formal training in listening
because listening is a natural ability.
 
 
 
70) Conversational partners typically achieve 90 percent to 95
percent accuracy in interpreting each other’s remarks.
 
71) Impaired hearing is an example of an environmental barrier
to listening.
 
72) Most listeners can process information at approximately
500 words per minute, four times faster than the average rate
of speaking.
 
73) Multicommunicating reduces your ability to listen well.
 
74) One factor that contributes to ineffective listening is our
tendency to think that our ideas are more valuable than the
ideas of others.
 
75) Relational listeners tend to judge people based on how
well organized and concise their remarks are.
 
76) Task-oriented listeners focus primarily on speakers’
emotional needs in order to help them.
 
77) Critical listeners can be valuable team players because
they can point out possible errors that need to be corrected.
78) Of the four listening styles, the “task-oriented” style is the
best to use in any business setting.
 
79) Mindful listeners are clear about their listening goals, and
they apply the best style of listening for that goal.
 
80) According to the 20/80 rule, sales personnel should spend
the first 20 percent of a sales appointment listening to the
customer and the last 80 percent of the time explaining the
benefits of the product.
 
81) Questioning usually is NOT a good technique for helping a
speaker who comes to you with a problem, since questions
tend to increase confusion.
 
82) After you paraphrase a speaker’s meaning, you should
invite the speaker to verify that you have interpreted the
message meaning correctly.
 
83) A listener can paraphrase the content, the intent, and/or
the feelings of a speaker’s message.
 
84) Nonverbal cues can help us tune in to a speaker’s feelings
and attitude.
 
85) A telephone log can note things that were not said or done,
as well as matters that were attended to.
 
86) If you are writing down notes about during a conversation,
the person talking is likely to feel that you do not care enough
to focus on them while they speak.
 
87) We should be sure we understand a speaker’s message
before we evaluate its quality.
 
88) When we listen critically, we consider whether speakers
provide enough valid evidence to support their claims.
 
89) The stronger an emotional appeal, the more likely it is to
be true.
 
90) Identify a career area you might be interested in pursuing.
Explain at least three specific ways that effective listening
could help you succeed in that career. Describe a plan for
improving those three aspects of your listening.
 
91) Identify and explain four myths (faulty assumptions) about
listening. For each, write a statement that counters the myth
and reflects the truth about listening.
 
92) Identify three listening barriers that present the greatest
challenge in preventing you from listening effectively. Suggest
a possible remedy for each. Support your remedies. Depict
specific examples of how you could enact these in your own
life.
93) Describe four concrete ways that culture and/or gender
differences influence how and to whom we listen. What are
three specific actions listeners can take to minimize the
detrimental effects of these differences?
 
94) Which of the listening style preferences do you fit most
closely? Identify the major characteristics of this style. In
what types of situations is this style most useful? In what
types of situations might this style be a drawback?
 
95) There are several skills you can practice to listening to
understand, including withholding judgment, talking and
interrupting less, asking questions, paraphrasing, attending to
nonverbal cues, and taking notes. Select one of these skills to
describe. Explain why it is important, identify potential
mistakes we might make when we are attempting to practice
this skill, and illustrate the skill with an example.
 
96) Answer the following about using questions in
conversation:
 
(a) Why are sincere questions an important element of
listening? Write two examples of sincere questions a manager
could ask a subordinate. How would these questions
contribute to effective listening?
(b) What are counterfeit questions, and why should they be
avoided? Write two examples of counterfeit questions a
manager should avoid asking a subordinate. What might be the
negative impact of each question?
 
97) Define paraphrasing, and explain its purpose. Describe
three types of paraphrasing, and give an example of each.
 
98) Two guidelines for effective listening are to withhold
judgment and analyze the speaker’s evidence. Compare and
contrast these two guidelines, explaining when each one is
appropriate and how to accomplish each one. Illustrate your
answer with examples.
 
99) Imagine that you have been asked to give a five minute
speech in class about listening to evaluate. Create an outline
for the body of the speech, using “analyze the speaker’s
evidence” as your first main point and “examine emotional
appeals” as your second main point. Identify at least four
elements of supporting data for each main point.
 
100) Pretend that you have just taken over as the manager of
an ice cream parlor. Your district supervisor has told you that
sales numbers are good at this location, but morale among the
employees is poor. You want to find out why morale is poor
and what you can do to improve it. Explain what listening style
you would use as you meet with your employees and why you
think it is the best approach to solving your morale problem.
Communicating at Work, 12e (Adler)
Chapter 4   Verbal and Nonverbal Messages
 
1) Which of the following terms represents words that have
more than one common meaning?

1. A) annotative
2. B) judicious
3. C) jargon
4. D) equivocal

 
2) Which of the following is NOT a reason why equivocal
misunderstandings occur?

1. A) Different professions sometimes have varying

specialized meanings for the same term.
2. B) Various cultures interpret a term in different ways.
3. C) Some communicators use lower-level abstractions to
clarify their meaning.
4. D) Regions within the U.S. may hold different meanings for
a term.

 
3) A “low-level abstraction” is

1. A) a specific, concrete statement that refers to

observable objects or events.
2. B) a mathematical concept.
3. C) an element of equivocal speaking.
4. D) a legal brief.

 
4) A “high-level abstraction” is
 1. A) a specific, concrete statement that refers to
observable objects or events.
2. B) Broussard’s Law of Physics.
3. C) a broad, general statement.
4. D) an unequivocal message.