Introduction to Communication

Chapter One

PREPARED BY DR. NISREEN AZAR

 Introduction
What is communication?
Why do we communicate?
What tools can we use to help us improve our
communication?
How important is communication in the workplace?

The manner in which you answer these questions will

influence your ability to get along with others when you try to
make a valuable contribution to the society through your job.
By studying effective communication we can find better
ways of dealing with those people who are important in our
lives: those people we work with , study with, and live with.
Communication defined
Obviously, communication means different
things to different people .
To the supervisor on a job, it is a way of making sure
that the job gets accomplished. To those who love us, it
is a way of maintaining the relationship. To friends and
co-workers, it is the tool that helps us to get along.
Communication is sometimes defined as the process of
sending and receiving messages.
Effective communication involves understanding the
information and the shared understanding of the feelings,
thoughts, wants, needs and intentions of the
communicators, which may NOT be clearly expressed in
words.
Functions of Communication

Practical functions
We communicate to have practical needs met, such as
buying food, securing a job, and maintaining our health and
safety.

Social needs
We often communicate for the pleasure of communication.
Communication also enables us to meet others,
demonstrate ties, maintain friendships, and build intimate
relationships.
Decision making functions
Communication can and should help us to make better the
decisions we make.

Personal growth functions

Communication can be seen as the primary means of
intellectual, emotional, social and psychological success.
Communication Process
model
Sender/Receiver. We send and receive messages
simultaneously .

Encoding. The process of changing ideas into symbols.

Decoding. The process of assigning meaning to the symbols so

they can be understood .
Message
The message is the idea, thought , feeling, or opinion to be
communicated.
Channel
The channel is the line through which messages travel from
sender to receiver. In face- to- face communication,
messages are carried by sound and light waves.
Feedback
Feedback is the receiver’s response to the message and
indicates how the receiver feels about the message or the
sender.
Context
Two factors affect what we say and how we say something
the social context and the physical context.
The social context deals with the relationship between the
sender and the receiver. Clearly, what you say and how you
say it will change , depending on whether you are talking to
your best friend, a total stranger or your boss.
Also, the physical context will dictate what you say and
how you say it ;your talk will change if you are at work or at
home.
Noise
Noise is any interference that prevents shared
understanding.
Types of Noise
Three types of noise contribute to communication breakdown.
Internal noise
External noise
Semantic noise
Internal Noise

Internal noise includes our attitudes,

opinions, and beliefs toward what’s being
said, as well as who is saying it, and may
prevent our understanding of others. Our
interpersonal communication( the dialogues which
occur inside our heads) is often a source of
disruptive internal noise.
.
Internal noise is affected by our self concept, how we feel
,and what we expect.
Daydreaming is the most obvious form of internal noise
interfering with communication. Preoccupation with personal
problems may be another form of internal noise
 External Noise
External noise deals with the noise in the environment:
other voices, airplanes overhead, buzzing machines, and so
on; it most often affects our interpersonal communication-
our communication between people which is “personal”.
This type of noise is more obvious than internal noise and is
easier to deal with.
 Semantic Noise
Semantic noise occurs when the sender and
receiver have different meaning for the words and
gestures they use. Semantic noise occurs when
technicians and lay people communicate. When a
printer tells the customer he will burn an image of the
customer’s picture, the printer means he will create a
copy, while the customer may assume his picture will
be burnt and destroyed. Also, we must be careful with
the gestures we use when communicating in a cross-
cultural setting. To you the V sign may signal
“victory”, but for someone from a different culture it
may see it as a symbol of profanity.
 How can we control those noises?
In some cases the only thing to do is to turn up the
powers of concentration. In the case of internal
noise, for example, being aware of the topics and
words that send you reeling is a preventive step. For
external noise, turning off noises, tuning them out,
or asking others to speak up increase the chance of
understanding considerably. Finally , for semantic
noise, being aware that people may have different
meanings for the same words is a beginning. Using
questions and paraphrasing to clarify meanings and
confirm understanding can minimize semantic noise.
Communication Climate

Good communication does not just happen. Effective

communication happens when the people involved
work to create a climate of openness, honesty, and
respect for one another. Effective communication
happens when the people involved act to minimize the
breakdowns that are likely to occur.
 Communication principles
We are always communicating, whether we intend or not. It has
been found that 75 percent of our waking day is spent
communicating through reading, writing, speaking, and
listening.
The message sent is not necessarily the message
received. In fact, some experts claim 50percent of our
communication is misunderstood. Get feedback!
A part of the message is who sends it. It is impossible to
divorce a message from who sends it.
Communication is learned. We learn the gestures and
customs of the culture in which e are raised. We can always
learn better ways of communicating.
 Overcoming Barriers
The following barriers often contribute to misunderstanding,
poor personal relations and decreased quality in the workplace.
Gossip
When you hear gossip, you can check the facts face-to-face with
the people directly involved. Until then, you would be wise not
to pass the message on and consider the message for what it is:
unsubstantiated rumor.
Gaps
The greater the difference, the greater the likelihood of
miscommunication . Gender gaps, supervisor –employee gaps,
cultural gaps and racial gaps can be fueled by the assumption
that all people of a particular group “
automatically” think or feel a certain way.
Such assumptions result in stereotyping
which can produce divisions between people
that may be difficult to reconcile. Gaps can be
overcome by questioning the validity of your
own stereotypes as well as questioning the
stereotypes of others. Moreover, gaps are
minimized when we focus our communications
on individuals rather than on representative
members of a group.
Loss of emotional control
Inability to control emotion is a barrier to communication.
Emotions that get out of control can quickly turn into barriers.
For example, when listening to a powerful motivational speaker
or a skillful persuader, audience members may become overly
enthusiastic. Such reactions can short-circuit reasoning and
prevent the listeners from receiving the information objectively.
Being aware of terms , phrases or topics that create an emotional
response in both you and the people with whom you interact is a
necessary first step in overcoming this barrier. Recognizing that
people have different views of the world and that these
differences are indeed valuable will help considerably.
Defensiveness

The tendency to misinterpret another’s comments as a personal attack when

that was not the intention is typical of defensiveness. For example, you might
ask if a coworker has heard about missing equipment in the storage room; th
coworker might assume that you are making an accusation of theft and react
defensively. Defensiveness can be minimized by developing an accurate self-
concept, by checking possible interpretations with the speaker, and by sharin
thoughts and feelings honestly.
References:
Advanced Communication Skills, McPheat, S, 2012,
Ventus Publishing

The End
Introduction to Communication
Chapter One

PREPARED BY DR. NISREEN AZAR

Giving and getting feedback

It is vital to know how to give feedback to others, effectively and constructively

without causing offense.

Feedback is information about reactions to a product, a person's performance of

a task, etc. which is used as a basis for improvement.
When giving feedback, some of the following consider the following suggestions:

1. Make the feedback appropriate.

Feedback is appropriate when it is requested from the sender or when it is necessary for the
receiver to clarify the message. Moreover, feedback is effective if it is given as soon after the
sender’s message as possible. The timing involved depends on the nature of the message, the
setting in which the communication happens, and the attitudes of the people involved.
For example, reprimanding a subordinate for not wearing safety glasses in the shop would best
be done in the boss’s office rather than out on the floor in front of others.
2. Make the feedback specific

Rather than telling a subordinate, for instance “ Your quarterly report wasn’t up to
your usual standards,” it would be clearer and more precise to say “ Your quarterly
report needed to include the total sales of the month of March”

3.Make the feedback positive

Make sure the tone of the feedback is positive, especially when it involves
constructive criticism . In other words, rather than criticizing your friend for a
mistake, offer suggestions that might prevent the same mistake in the future. Also
consider giving positive feedback before any negative feed back.
When it is your turn to receive feedback, remember those tips:

1.Ask for feedback and receive it openly

Requesting feedback from your receiver may require you to be specific about the kind of information
you are seeking . For example, “ I need to find out what questions you have about the new pricing
structure we just discussed.”

2.Acknowledge the feedback

You might begin by thanking the receiver for the feedback given. Then you may consider paraphrasing
the feedback to make sure you fully understand what the receiver meant. A paraphrase could be stated
like this: “ So I sense you are uncertain about how the new pricing structure will affect our current
customers.”
3. Consider the feedback received

4. Be open to suggestions, opinions, and concerns the receiver may share with you. This
consideration doesn’t necessarily mean that you agree with the receiver but rather that you are
willing listen as openly as possible. The information you receive can improve your own decision-making
and at the same time make the listener feel valued for providing the feedback
Improving relations

While specific verbal strategies can be used as communication tools, so

can certain attitudes improve relations with others. Four such attitudes
include positive regard, empathy, openness, and trust .

1. Positive regard
Positive regard means accepting and respecting others as
they are without judgment or evaluation. Accept other people for who
they are as human beings regardless of race, attitudes, or behavior.
Believe in the equality of all people rather than the superiority of one
person ( or a group of people)over others( based on money, gender,
power, etc.)
2. Empathy

When you have empathy, it means you can understand what a person is feeling in a given moment,
and understand why other people's actions made sense to them. Empathy helps us to communicate our
ideas in a way that makes sense to others, and it helps us understand others when
they communicate with us. We need to develop an interest( indeed, even a curiosity)in other people
and of wanting to know about their feelings, thoughts, and experiences by putting ourselves in their
shoes and understanding their viewpoint through active listening. People should remain open-minded
to new perspectives rather than closed-minded.

3. Openness

Communication with others by sharing your own true feelings and thoughts, and experiences.
Openness in interpersonal communication is a person's willingness to self-disclose and to reveal
information about himself or herself appropriately. Openness also includes a willingness to listen
openly and to react honestly to the messages of others. At the workplace. Open communication occurs
when all parties are able to express ideas to one another, such as in a conversation or debate. Some
benefits of open communication include transparency, team building and increased profits
4. Trust

A positive communication climate also occurs when high levels of trust are
evident.
Trust is of two types :
Task trust is the trust associated with carrying out whatever is expected of you.

The second, interpersonal trust, is evident in keeping secrets( when requested

of you), in supporting colleagues, and in defending someone who is unfairly
being criticized.
Nonverbal communication
“ Action speaks louder than voice”
“ The most important thing in communication is to hear what is not being said”
Peter F. Drucke
Nonverbal communication means sending wordless messages.
Nonverbal communication is sometimes considered the strongest form of
communication. More than voice or words, nonverbal communication enables
you to create your image in others minds and even you can show the emotions
and feelings that are not spoken.
 Forms of non-verbal communication

1.Eye Contact
Eye contact shows much without speaking . In American culture, maintaining eye contact shows respect and
indicates interest.
2. Facial Expressions
Our facial expressions can communicate happiness, sadness, anger or fear.

3.Posture
A posture is a pose using the body as its communicator. Posture of the body reveals a lot about you. The
manner you walk, sit, stand or hold your head not only indicates your current mood, but also your
personality. For example, if you cross your arms while standing, you indicate that you may be closed off
and defensive. Walking with your head down and avoiding eye contact with others may indicate shyness.
4.Touch
For example, we shake hands to introduce ourselves and we pat on the back to show approval or praise. People
communicate and interact via the sense of touch which allows one to experience different sensations such as:
pleasure and pain.

5.Gestures
A gesture is a movement made to demonstrate an idea, gestures use different parts of the body to communicate a
message. Gestures include movements of the face, hands, or other parts of the body. They allow individuals
to communicate a variety of feelings and thoughts, such as contempt, hostility and approval .

6.Personal space is the space you place between yourself and others.
References:
Advanced Communication Skills, McPheat, S, 2012,
Ventus Publishing

The End
Chapter One Part 3/
video
THRE E WAYS TO BE COMING A GRE AT CONV E RSATIONALIST
The key to becoming a great conversationalist is to pause
before you reply. A short pause of three to five seconds is a
very classy thing to do.
When you pause, you accomplish three goals simultaneously:
First, you avoid running the risk of interrupting if the other person is catching his or
her breath before continuing.

Second, you show the other person that you are giving careful consideration to his or
her words by not jumping in with your own comments at the earliest opportunity.

The third benefit of pausing is that you actually hear the other person better.

By pausing, you mark yourself as a brilliant conversationalist.

Another way to becoming a great conversationalist is to question
for clarification. Never assume that you understand what the
other person is saying or trying to say. Instead, if you have any
doubt at all ask ‘How do you mean?’ or ‘How do you mean
exactly?’, and then just pause.
A third way to becoming a great conversationalist is to
paraphrase what the other person is saying in your own words.
The wonderful thing is that when you practice effective
listening, other people will find you fascinating, they will want
to feel relaxed and happy in your presence because when you
listen to other people you make them feel important.
The reason why listening is such a powerful tool in developing
the art and skill of conversation is because listening builds
trust! Listening also builds self-esteem. When you listen to
another person, his or her self-esteem will naturally increase.
They will feel better about themselves and they will feel more
valuable and respected.
If you don’t practice self-discipline in conversation, your mind will wander in a 100
different directions.
When you practice effective listening, you develop your own character and
personality.
This presentation is based on the video on the following
link:https://www.youtube.com/watch?v=V4_25OCI49I

The End
Creative Job Hunt
Prepared by

Dr Nisreen Azar

1
Creative Job Search Includes. . .

1.Finding job opportunities

2.Creating a CV( Curriculum Vitae)
3. Writing a cover letter/e-mail
4. Interviewing
5. Writing a follow-up letter/e-mail

Not many things are more important than getting a job. After all,
income is paramount. Our students will need to find employment once
they graduate from a college, or a university.

2
Looking in the Right Places for a Job

Consult the following resources for a wealth of job-related information.

1. Networking. One of the best resources for finding job information is consulting with
other people, or networking. Networking pays. It is regarded as the most important
strategy to follow. John D. Erdlen and Donald H. Sweet, experts on job searching, cite
the following as a primary rule of job hunting: “Don’t do anything yourself you can get
someone with influence to do for you.” Let your professors, friends, classmates,
neighbors, and relatives, know you are looking for a job. They may hear of something
and can notify you or, better yet, recommend you for the position.

3
You can also network with people you don’t know personally through professional
networking websites such as:
http://www.linkedin.com
http://www.ryze.com
http://www.tribe.net
Also, attend job fairs, professional and organization meetings, and community and civic
functions to meet the right contact people whom you can ask for advice and
also for possible follow-up help and recommendations.

4
2. The Internet. Learn about jobs by visiting a company’s website to see if it has
vacancies and what the qualifications are for them. You can also consult the many online
job services that list positions and sometimes give advice, including:
Monster.com—http://www.monster.com
Riley Guide—http://www.rileyguide.com
Yahoo! Hot Jobs—http://www.hotjobs.yahoo.com
Career Builder—http://www.careerbuilder.com
Job.com—http://www.job.com
Career.com—http://www.career.com
Job Central—http://www.jobcentral.com

There are also many specialized job search sites.

5
3. Newspapers. Look at local newspapers.

4. Your campus placement office. Counselors keep an online file of current

available positions and can also tell you when recruiters will be on campus to conduct
interviews. Many placement offices have recruiting databases, allowing students access
to a broad range of contacts and interview information. Counselors can also help you
locate summer and part-time work, both on and off campus, positions that might lead to
full-time jobs. Most important, they will give you sound advice on your job search,
including strategies for finding the right job, salary ranges, and interview tips. Many
placement offices also sponsor career fairs to bring job seekers and employers together
in specific professional fields.

6
5. The human resources department of a company or agency you would
like to work for. Often you will be able to fill out an application even if there is not a
current opening. But do not call employers asking about openings; a visit shows a more
serious interest.

8. A résumé database service. A number of online services will put your resume in
a database and make it available to prospective employers, who scan the database
regularly to find suitable job candidates.

9. Professional employment agencies. Some agencies list jobs you can apply for
free of charge (because the employer pays the fee) and others that charge a stiff fee,
usually a percentage of your first year’s salary. Be sure to ask who pays the fee for
this service. Because employment agencies often find out about jobs through channels
already available to you, speak to someone at your campus career center first.

7
Reference:

Gerson, Stevenson, Writing that Works: Technical Writing. Kansas Curriculum Center,2006

Kolin, c. Philip, Successful Writing at Work, 9th ed, Michael Rosenberg , 2010

8
Chapter Four Part Two
Creative Job Hunt
Prepared by

Dr Nisreen Azar

2
Preparing a Résumé
The resume, sometimes called a curriculum vitae, may be the most important
document you prepare for your job search. It deserves your utmost attention. Regard
your resume as a persuasive ad for your professional qualifications. Prepare your
resume at least six months before you plan to graduate. You’ll need the finished
document before writing any application letters. A resume is not your life history or
your emotional autobiography, nor is it a transcript of your college work. It is a factual
and concise summary of your qualifications, showing a prospective employer that you
have what it takes (in education and experience) to do the job you are applying for.

3
What you include—your key details, the wording, the ordering of
information, and formatting—are all vital to your campaign to sell yourself
and land the interview. Employers want to see the most crucial details
about your qualifications quickly. Accordingly, keep your print resume
short (preferably one page, never longer than two) and hard hitting.
Everything on your resume needs to convince an employer you have the
exact skills and background he or she is looking for.

What Employers Like to See in a Résumé

Prospective employers will judge you and your work by your resume, their
first view of you and your qualifications. They want an applicant’s resume
to display the following seven characteristics:

4
Honesty. Be truthful about your qualifications—your education, experience, and
skills. Distorting, exaggerating, or falsifying information about yourself in your resume
is unethical and could cost you the job you get. If you were a
clerical assistant to an attorney, don’t describe yourself as a paralegal. Employers
demand trustworthiness.

Attractiveness. The document should be pleasing to the eye and easy to read. It
should use appropriate spacing, fonts, and boldface. Your resume needs to show you
have a sense of proportion and document design and that you are neat.

5
Careful organization. The orderly arrangement of information must be easy to
follow, logical, and consistent. By doing this, you demonstrate that you have the
ability to process information and to summarize. Employers
prize analytical thinking.

Conciseness. Generally, keep your resume to one page, as in Figure 7.4. However,
depending on your education or job experience, you may want to include a second
page. Resumes are written in short sentences that omit “I” and that use action-packed
verbs, such as those listed in Table 7.1.

6
7
8
9
Accuracy. Grammar, spelling, dates, names, titles, and programs must be correct;
your resume tells readers you can communicate effectively. Typos and inconsistencies
only demonstrate that you don’t check your facts and figures.

Currentness. All information must be up-to-date and documented, with no gaps or

sketchy areas. Missing or incorrect dates or outdated contact information are flags to
reject your resume.

Relevance. The information needs to be appropriate for the job level. It must show
that you have the necessary education and experience and confirm that you can be an
effective team player.

10
Your goal is to prepare a resume that shows the employer you possess the sought-
after job skills. A resume that is unattractive, difficult to follow, poorly written, filled
with typos and other errors, and not relevant for the prospective employer will not
make the first cut.

It might be to your advantage to prepare several versions of your resume and then
adapt each one you send out to the specific job skills a prospective employer is looking
for. It pays to customize your resume. Following the process in the next section will
help you prepare any resume.

11
The Process of Writing Your Résumé

To write an effective resume, ask yourself the following important questions:

1. What classes did you excel in?

2. What papers, reports, or presentations earned you your highest grades?
3. What computer skills have you mastered—languages, software knowledge,
navigating and developing Internet resources? Knowledge of e-commerce?
E-journaling? Skill at designing a blog and/or website?
4. What jobs have you had? For how long and where? What were your primary
duties?

12
5. How did you open or expand a business market? Increase a customer base?
6. What did you do to earn a raise or a promotion in a previous job?
7. What technical skills (other than computer skills) have you acquired?
8. Do you work well with people? What skills do you possess as a member of a
team working toward a common job goal (e.g., finishing a report)?
9. Can you organize complicated tasks or identify and solve problems quickly?
10. Have you had experiences/responsibilities managing money—preparing payrolls,
conducting nightly audits, and so on?
11. Have you won any awards or scholarships or received a raise, bonus,
commendation,
and/or promotion at work?

13
What to Exclude from a Résumé
Here are some other details best left out of your resume:
• salary demands, expectations, or ranges
• preferences for work schedules, days off, or overtime
• comments about fringe benefits
• travel restrictions
• reasons for leaving your previous job
• your photograph (unless you are applying for a modeling or acting job)
• your social security number
• comments about your family, spouse, or children
• height, weight, or hair/eye color
• personal information, hobbies, interests (unless relevant to the job you are
• seeking)
Save comments about salary and schedules for your interview.

14
Creative Job Hunt
Prepared by

Dr Nisreen Azar

1
belong to the same profession in which you are seeking employment—you profit from
your association with a recognizable name or title. In this section of your resume, you
may also indicate that a portfolio of your work is available for review, as Anthony Jones
did in Figure 7.4.

Organizing Your Résumé

There are two primary ways to organize your resume: chronologically or by function or
skill area. You may want to prepare two versions of your resume—one chronological and
one by function or skill area—to see which sells your talents better. Don’t hesitate to
seek the advice of a placement counselor or instructor about
which may work best for you.

2
Chronologically

The resumes in Figures 7.4, 7.5, and 7.6 are organized chronologically, with most
recent listed first. Information about the job applicants is listed year by year under two
main categories—education and experience. This is the traditional way to organize a
resume. It is straightforward and easy-to-read, and employers find it acceptable.
The chronological sequence works especially well when you can show a clear
continuity toward progress in your career through your job(s) and in schoolwork or
when you want to apply for a similar job with another company.
A chronological resume is appropriate for students who want to emphasize recent
educational achievements.

3
By Function or Skill Area
Depending on your experiences and accomplishments, you might organize your
resume according to function or skill area. According to this plan, you would not list
your information chronologically in the categories “Experience” and “Education.”
Instead, you would sort your achievements and abilities—whether from course
work, jobs, extracurricular activities, or technical skills—into two to four key areas,
such as “Sales,” “Public Relations,” “Training,” “Management,” “Technical
Capabilities,” “Counseling,” “Group Leadership,” “Communications,” “Network
Operations,” “Customer Service,” “Working with People,” “Opening New Markets,”
“Multicultural Experiences,” “Computer Skills,” or “Problem-Solving Skills.”

Under each area you would list three to five points illustrating your achievements in
that area. Skills or functional resumes are often called bullet résumés because
they itemize the candidate’s main strengths in bulleted lists. Some employers prefer
the bullet resume because they can more easily skim the candidate’s list of
qualifications in a few seconds.

4
Preparing a Skills Résumé
When you prepare a functional or skills resume, start with your name, address, telephone
number, and career objective, just as in a chronological resume. To find the best two or
three functional areas to include.

The following individuals would probably benefit from organizing their resumes
by function or skill instead of chronologically:

• Nontraditional students who have had diverse job experiences

• People who are changing professions
• Individuals who have had changed jobs frequently
• Ex-military personnel reentering the civilian marketplace

• Study (Figure 7.9)

5
6
7
8
9
10
Writing a cover letter/e-mail

Every CV should be prefaced by a cover letter or cover e-mail. This is important for two
reasons: the cover letter or cover e-mail customizes the job search, and the cover letter
highlights the applicant’s value. Students will use the same CV regardless of which job
they are applying for. The cover letter, in contrast, should be written for a specific job
opportunity. Thus, whereas the CV is generic, the cover letter or e-mail will highlight how
the student is truly the best hire for that specific job.

To accomplish this goal, the student will use the cover letter to focus on how he or she
can fulfill the requirements of the job as it has specifically been advertised.

11
What a cover letter/ email should accomplish

The cover letter should accomplish the following :

1. Essential components of a letter (writer’s address, date, reader’ address,

salutation, text, complimentary close, signature, and typed name.) If the student is
sending the CV via e-mail, then these components will change—no address,
salutation, or signature will be required.

2. Introduction. Tell why you are writing and what you are writing about. This will
tell the reader that you are applying for a job (that’s the “why”) and which job you are
applying for (that’s the “what”).

3. Body. Tell what exactly makes you the best candidate for the job. List the ways in
which you specifically meet the advertised criteria.

4. Conclusion. Tell what’s next. When would you like to set up an

interview to discuss your credentials 12
Study the following cover letter text:

In response to your advertisement in the Track on May 15,2017, I am writing to you with
the hope of joining a great marketing team. I would like to apply my experience in
marketing to the position of Senior Marketing Analyst.

I have 5 years’ experience in marketing analysis with a major financial institution. This
includes 2 years as senior marketing analyst, managing 2 employees.

I am confident that I possess the skills and knowledge required to become a valued member
of your team. To this end, I would appreciate meeting with your to review my qualifications
and background.

13
Interviewing

With luck, you will write a cover letter/e-mail and CV effective enough to get an
interview. Then the next challenge occurs—landing the job.

Basically, interviewing requires common sense:

*

Arriving on time
*Dressing appropriately
*Looking people in the eye when speaking
*Sitting and standing straight
*Not smoking or chewing gum during an interview

14
15
16
Study this follow up letter text:

I submitted a cover letter and a CV earlier this month for the programmer
position advertised in the Times Union. To date, I have not heard from your
office. I would like to confirm receipt of my application and reiterate my
interest in the job.
I am very interested in working at Zone Company and I believe my skills and
experience would be an ideal match for this position.
If necessary, I would be glad to resend my application materials or to
provide any further information you might need regarding my qualifications
I can be reached at (590) 567-55349or j_doe@abcd.com. I look forward to
hearing from you.
Thank you for your consideration.

17
Reference:

Gerson, Stevenson, Writing that Works: Technical Writing. Kansas Curriculum Center,2006

Kolin, c. Philip, Successful Writing at Work, 9th ed, Michael Rosenberg , 2010

18
The End

19
Chapter Four Part Three
Parts of a Résumé

As with, memos, letters, and reports, resumes consist of specific parts. These parts—
contact information, career objective, credentials (education and experience), related
skills and achievements, and references—need to be included in any resume.

Contact Information

At the top of the page, center your name (do not use a nickname), address, including
your telephone number; and e-mail address. Avoid unprofessional e-mail
addresses such as Toughguy@netfield.com or barbiegirl@techscape.com. Also
include
your website and fax number if you have these for an employer to contact you.

2
Career Objective

One of the first things a prospective employer reads is your career objective statement
that specifies the exact type of job you are looking for and in what ways you are qualified
to hold it. Create an objective that precisely dovetails with the prospective employer’s
requirements. Such a statement should be the result of your focused self-evaluation and
your evaluation of the job market. It will influence everything else you include.
Depending on your background and the types of jobs you are qualified for, you might
formulate two or three different career or employment objectives to use with different
versions of your resume as you apply for various positions.

To write an effective career objective statement, ask yourself four basic questions:
1. What kind of job do I want?
2. What kind of job am I qualified for?
3. What capabilities do I possess?
4. What kinds of skills do I want to learn?

3
Credentials

The order of the next two categories—Education and Experience—can vary.

Generally, if you have lots of work experience, list it first as Anna Cassetti did (see Figure
7.6). However, if you are a recent graduate short on job experience, list education first, as
Anthony Jones did (see Figure 7.4). Maria Lopez (Figure 7.5) also decided to place her
education before her job experience because the job she was applying for required the
formal training she received at Miami-Dade Community College.

4
5
6
7
Education.
Begin with your most recent education first, then list everything significant since high
school. Give the name(s) of the school(s); dates attended; and degree, diploma, or
certificate earned. Don’t overlook military schools or major training programs
institutes, internships, or workshops you have completed.

Remember, however, that a resume is not a transcript. Simply listing a series of

courses will not set you apart from hundreds of other applicants taking similar courses
across the country. Avoid vague titles such as Science 203 or Nursing IV.
Instead, concentrate on describing the kinds of skills you learned.
30 hours in planning and development courses specializing in transportation, land use,
and community facilities; 12 hours in field methods of gathering, interpreting, and describing
survey data in reports.

Completed 28 hours in major courses in business marketing, management, and materials

in addition to 12 hours in information science, including HTML/Web publishing.

List your grade point average (GPA) only if it is 3.0 or above; otherwise, indicate your GPA in just your major or during your
last term, again if it is above 3.0.
8
Experience. Your job history is the key category for many employers. It shows them
that you have held jobs before and that you are responsible. Here are some guidelines
about listing your experience.

1. Begin with your most recent position and work backward—in reverse chronological
order. List the company or agency name, location (city and state), and your title. Do not
mention why you left a job.

2. For each job or activity, provide short descriptions of your duties and achievements.
If you were a work-study student, don’t say that you helped an instructor. Emphasize
your responsibilities; for example, you helped to set up a chemistry laboratory, you
ordered supplies and kept an inventory of them. Rather than saying you were a
secretary, indicate that you wrote business letters and used various software programs,
designed a company website, prepared schedules for part-time help in an office of
twenty-five people, or assisted the manager in preparing accounts.

9
3. In describing your position(s), emphasize any responsibilities that involved handling
money (for example, billing customers, filing insurance claims, or preparing payrolls);
managing other employees; working with customer accounts, services, and programs;
or writing letters and reports. Prospective employers are interested in your leadership
abilities, financial shrewdness (especially if you saved your company money), tact in
dealing with the public, and communications skills. They will also be favorably
impressed by promotions you may have earned.

4. If you have been a full-time parent for ten years or a caregiver for a family
member or friend, indicate the management skills you developed while running a
household and any community or civic service, as Dora Cooper Bolger does in her
resume in Figure 7.7. She skillfully relates her family and community accomplishments
to the specific job she seeks. Her volunteer work translates into marketing
skills an employer wants to see in a prospective employee’s resume.

10
11
12
13
Related Skills and Achievements
Not every resume will have this section but the following are all employer-friendly
things to include:
second or third languages you speak or write extensive travel certificates or licenses
you hold
memberships in professional associations (e.g., American Society of Safety
Engineers, Black Student Association, National Hispanic Business Association,
Texas Women Executives, Child Development Organization) memberships in
community service groups (e.g., Habitat for Humanity); list any offices you held—
recorder, secretary, fund drive chairperson

14
Computer Skills. Knowledge of computer hardware, software, word processing
programs, and Web design and search engines is extremely valuable in the job market.
Note how Anthony Jones and Maria Lopez inform prospective employers
about their relevant technical competencies in Figures 7.4 and 7.5.

List any civic (mayor’s award, community service, cultural harmonyHonors/Awards.

award) and/or academic honors you have won (dean’s list, department
awards, scholarships, grants, honorable mentions). Memberships in honor societies
in your major and technical/business associations also demonstrate that you are
professionally accomplished and active.

References
You can simply say that you will provide references on request or you can list the
names, titles, street addresses, e-mail addresses, and telephone numbers of no more
than three or four individuals, as Maria Lopez did in Figure 7.5. Be sure to obtain their
permission first. List your references only when they are well known in the community
or
15
Reference:

Gerson, Stevenson, Writing that Works: Technical Writing. Kansas Curriculum Center,2006

Kolin, c. Philip, Successful Writing at Work, 9th ed, Michael Rosenberg , 2010

16
 Problem Solving ,Decision Making and Action Planning
Dr. Nisreen Azar

We cannot solve our problems with the same thinking we used

when we created them” -Albert Einstein
What is problem solving?
Problem solving is the process of working through details of a problem to
reach a solution:
• When you actively engage in problem solving, you should first identify the
specific problem needing to be solved, and then you should remove the
wrong solutions.

• As long as you are breathing, you can solve problems.

• Problems can also be chances: they allow you to see things from a
different perspective and to do things in a different way: perhaps to make
a new start.
.
Whatever issue you encounter, some steps are basic:
•Identify the problem
•Define the problem
•Examine the options
•Act on a plan
•Look at the consequences
This is the IDEAL model of problem-solving

Any job will also bring problems to be encountered. It is important to show to an

employer that you have the right skills to resolve these problems, and the personal
toughness to deal with the challenges and pressure they may bring.

You need to be able to:

*Evaluate information or situations
*Break them down into their basic components
*find various ways of approaching and resolving them
* Decide on the most appropriate of these ways
Innovation distinguishes between a leader and a follower.
Creativity is just connecting things. When you ask creative people how they did
something, they feel a little guilty because they didn’t really do it, they just saw
something. It seemed obvious to them after a while. That’s because they were able to
connect experiences they’ve had and synthesize new things.
Steve Jobs
Solving these problems involves various skills. Which particular skills are needed will differ, depending
on the problem and your role in the organization, but the following skills are key to problem-solving:

1.Lateral Thinking is the ability to think creatively, or "outside the box" as it is sometimes
referred to in business, to use your inspiration and imagination to solve problems by looking at them from
unexpected perspectives. Lateral thinking involves discarding the obvious, leaving behind traditional
modes of thought, and throwing away preconceptions.

2.Initiative is the power or opportunity to act or take charge before others do.

3.Logical Reasoning is the process of using a rational, systematic series of steps based on sound
mathematical procedures and given statements to arrive at a conclusion.

4.Persistence is when you continue to do something even though it is difficult or other people are against
it.
Barriers to problem solving
1. Failure to recognize the problem
2. Making a hasty choice
3. Failure to consider all consequences
4. Conceiving the problem too narrowly
Stages to solving a problem

3.Break the
1.Evaluate 2.Gather 4.Identify
problem
the problem information solutions
into parts

5.Select the
6.Take 7.Examine 8.Test and
best
action results review
solution
What is decision making? What is the secret of success?
Right decisions.
How do you make right decisions?
• Decision making can be defined Experience
as the process of making choices How do you gain experience?
Wrong decisions
among possible alternative. A.P.J. Abdul Kalam (former President of
• A decision is made when there are India)
many things you can do and you
choose one of them. You make lots
of decisions everyday!
• Some decisions are easy like -----where shall I
eat my lunch?
• Some decisions are difficult like.......choosing a
major, changing a job or choosing a life
partner.
The main steps in decision making are:
1. Clarify the nature of the problem before deciding action.
What is the purpose of the decision?
What is the expected outcome?
What are the key priorities: time, money, quality? Will a quick, cheap and cheerful solution do or do
you need to invest time and cash to get things absolutely right?

2. Collect and summarize the data systematically.

Decisions can't be made in a vacuum! Gather, collate, classify and organize the information you
need to make a decision. You need to analyze and evaluate all the important factors in making the
decision. Analyze the various factors involved in the problem and identify the key ones.
Highlight any critical factors upon which the success on the decision will hinge.
Sound out the views and opinions of others: they may see something you have missed.

3. Use creativity/initiative in the generation of alternative solutions to the problem.

Produce a list of all the courses of action you can think of without trying to narrow these down.
At this stage just produce a list of possible courses of action without trying to evaluate these.

Brainstorming may help here

Think outside the box: don't just look at the obvious and tried and tested options.
How to brainstorm:

*The purpose of brainstorming is to produce as many possible options as possible without

evaluating them.
*Get a blank sheet of paper and write down any idea or possible solution which may help.
*Don't censor your ideas. Write down everything, no matter how silly or insignificant to keep the flow
going as once idea might lead to another.
*Only when all the ideas have dried up, cross out or adapt all the weaker ideas: this should still
leave you with a number of possible solutions.
*Brainstorming can be done in a group, in which case no comments should be made about the
decisions proposed or group members put down for proposing unusual ideas.

4. Produce a SHORT list of the best options.

Remove any obviously poorer choices. Don't have too many options in your final list or it will be too
confusing. Differentiate between practical and impractical solutions.

5. Make your decision

For each of your shortlist of options consider its advantages and disadvantages. Try to recognize any
inconsistencies in your reasoning and question any assumptions you have made.
6. Implement your decision
Try to have a backup plan in case your first option doesn't work out.

Learn to argue your solution if there is opposition from others

If it is a group decision, consider the implications for the other members of the team.
Communicate your ideas to the other team members, explain your reasoning and
make sure they understand the logic behind it and get their commitment to carry
it out.

7. Evaluate how well things went

Learn from the experience especially if your solution does not prove successful!

10
Barriers to decision making
1. Hasty: making quick decisions without thinking.
2.Narrow: decision making is based on very limited information.
3.Scattered: our ideas and thoughts in decision making are disconnected.
4.Fuzzy: the lack of clarity on important aspects of a decision causes us to
overlook certain important considerations

Decision Making Process

1.Define the decision clearly.
2.Consider all the possible choices.
3. Gather all the relevant information and evaluate all the pros and cons of
each possible choice.
4.Select the choice that seems to best meet the needs of the situation.
5.Implement a plan of action and then monitor the results, making needed
adjustments
What is action planning?
Action planning is a process which will help you to focus your ideas
and to decide what steps you need to take to achieve particular
goals that you may have. It is a statement of what you want to achieve over
a given period of time. Preparing an action plan is a good way to help you to
reach your objectives in life: don't worry about the future, start planning for
it!
It involves:
• Identifying your objectives
• Setting objectives which are achievable & measurable.
• Prioritizing your tasks effectively.
• Identifying the steps needed to achieve your goals.
• Using lists( keep a to -do-list).
• The ability to work effectively under pressure.
• Completing work to a deadline.
• Having a emergency plan
Online Resources
Action Planning: https://www.kent.ac.uk/careers/sk/skillsactionplanning.htm
Decision Making https://www.kent.ac.uk/careers/sk/decisionmaking.htm
Decision Making: http://en.wikipedia.org/wiki/Decision_making
SWOT Analysis: http://en.wikipedia.org/wiki/SWOT_Analysis
SWOT Tutorial: http://www.nelh.nhs.uk/folio/mchip/swot.pps
Problem solving:https://www.kent.ac.uk/careers/sk/problemsolving.html
Siti Nurhaliza: http://i31.photobucket.com/albums/c369/bukaninsanbiasa/ctmelayumerah.jpg
 Chapter Six

Speaking and Listening

Dr Nisreen Azar
Effective communication is heavily dependent on effective listening, something many of us may not be fully proficient
at. An additional purpose of effective listening is to convey interest and respect for the other person. This is crucial if
we are to have any ability to help solve problems and satisfy the other person's needs and goals as well as our
own. Giving constructive feedback depends on a wide range of skills including listening skills.

Effective listening is a specific skill that can be consciously developed and practiced in various situations, whether a
meeting, supervision session, telephone conversation or chance meeting in the corridor. Listening is not simply a
matter of hearing. Listening is an active psychological rather than passive process, which enables us to attach meaning
to all the information we receive. It requires concentration and effort. As we listen to others we interpret and evaluate
the
meaning from the verbal and non-verbal information that we receive. We also plan and rehearse our response in
preparing to execute it. While the processes of evaluation, planning and rehearsal occur subconsciously, they can
nevertheless interfere with effective listening. It can be important to maintain awareness of this to ensure that the
processes that mediate between listening and speaking do not actually interfere with the listening process itself.
Listening Skills
Developing effective listening skills involves two specific steps (Hartley & Brackman, 2002). These are:

1. To develop the ability to recognize and deal with barriers that prevents you listening with full attention.
2. To develop and use behaviors which help you to listen. Such behaviors can also serve to let the other person know
that you are giving them your full attention.
Barriers to Listening:

• Forming a judgment or evaluation before we understand what is being said, or ‘jumping

to conclusions’.
• Hearing what we want to hear.
• Tuning out a point of view that differs from our own.
• Formulating and rehearsing our response.
• Being inattentive - thinking about something else entirely.
• Having a closed mind- you do not want to hear what the person has to say.
• Feeling anxious or self-conscious.
• Judging the person, either positively or negatively.
• Subjective biases based on ignorance or prejudice.
• Cultural issues, e.g. listening to the differences in pronunciation of a different accent,
rather than the content of the message.
• Excessive and incessant talking or interrupting.
www.practicebasedlearning .
Listening Behaviours
So what are the keys to effective listening? Careful analysis of skills that are used by people who are recognized as
‘good listeners’, show that they use a variety of techniques (Hartley & Bruckman, 2002). Some active listening skills
are given as follows:

Active Listening Skills

• Stop talking- listen openly to the other person.

• Remove distractions.
• Be receptive to the other person. Demonstrate that you are prepared to listen and accept what they are saying
(without automatically agreeing with it). Non-verbal cues can be particularly important here, e.g. maintaining an open
posture, appropriate/comfortable eye-contact, leaning slightly forward. These are sometimes known as
attending skills.
• Delay evaluation of what you have heard until you fully understand it.
• Try not to be defensive. Try to relax as any tensioner impatience is likely to transmit via non-verbal leakage.
• Maintain attention. Respond through your own facial expressions or body gestures such as a nod or a smile without
interrupting the other person’s flow. This indicates that you are listening interested and seeking to understand what
they are saying and feeling (again, using attending skills). Be patient.
Much of the meaning we derive from communication, comes from non-verbal cues.
While we tend to focus on what we say, it is the non-verbal communication that proves to
be significant in conveying our message and forming judgements about others. Often a
person says one thing but communicates something totally different through vocal
intonation and body language. These mixed signals can force the receiver to choose
between the verbal and non-verbal parts of the message. Most often, the receiver chooses
the non-verbal aspects (Stiff et al, 1990) .
Questioning Skills

Every day of our lives, we use questions. Much of our day to day conversation involves
either asking or answering questions. Often however, we do not use skills of questioning
to our full advantage.

Some very adept communicators demonstrate a high level of skill in gathering

information from others. Such individuals are able to maximize the effectiveness of
workplace communication through the use of skilled questioning techniques. They are
aware that the same question can be asked in many different ways and each of these ways
can achieve a different response. It is possible to improve on your questioning skills by
becoming aware of the different types of questions that can be asked so that you can use a
variety of questioning styles and know when
a specific type of question will have the most impact.
Empathy
• Empathy means being open to the ideas of others and
sensitive to their values and feelings: trying to see things from
the other person's perspective.
• It is about demonstrating that you understand, that you can
listen from other person's point of view and reflect their meaning.
• Each individual has a unique perspective which should be
valued. We each occupy our own private world and never completely
know what's going on inside other people's minds.
• Be prepared to disclose your own feelings and beliefs to
encourage others to do the same: be open with other people.
Giving Feedback
• Feedback has also been called constructive criticism.
• Only give feedback if the gain will exceed the pain: only use it for
important things.
• Praise more than you criticize! Identifying and developing strengths
is more effective than focusing too much on negatives.
• Constructive criticism which shows the person how they can
improve. Not "Debbie was hopeless!", but "Debbie made some very
useful contributions but her voice was a bit quiet. I couldn't hear her
very well, so she needs to raise her voice a bit in future."
• Try to give feedback immediately: on the spot if possible it's most effective
when fresh in the person's mind. The more quickly it is given the more relevance
and power it will have.
• Be direct and honest. Get quickly to the point, don't have long and
embarrassing introductions, although starting with some genuine praise based
on what the person has actually done will help.
• Give feedback in private if at all possible, it's insensitive to do this in front of
others.
• Stick to a single clear issue, don't pack in too much criticism as this can be
disheartening.
• Don't repeat the same point over and over: this will just build up resentment.
• Only criticize behaviors that can be changed: "You need to improve your
computing skills" rather than "You're stupid"!
• Give feedback on a person's behavior not about the person
themselves. Give accurate descriptions of behavior not comments about the
person's qualities and worth as an individual: "You have been late for work a lot
in the last month "rather than :"You're lazy"!
• Don't compare the person with other people, as this can build jealousy:
"Jane is always punctual“
• Use "I" not "You" statements: "I feel upset" not "You made me feel upset".
• Use specific examples. Don't say "You're hopeless at this", say"We need to
give you training on how to do this"!
• Allow the criticized person to express any concerns they may have.
• Use tentative words such as "sometimes" and "perhaps" rather than
"always" and "never": these allow the other person to avoid argument by
saying that "always" is not strictly true.
• Keep your emotions under control.
• At the end, Check understanding: "Does what I've said make sense to you?"
and summarize what you've agreed.
• Talk openly about your own concerns if necessary.
• If you are receiving feedback yourself, try to accept it in a positive and non-
defensive manner
Giving Praise
• Tell people something they have done that you like or what you like about
them.
• Give them thanks if they have done something for you. Even a simple
thank you can make a big difference.
• Give encouragement. If someone is not sure that they are able to do
something, give them encouragement if you think they can do it.
• Describe positive behavior and it's effect in concrete terms "I really
appreciate how you took the time to ....“
• Respond to praise by thanking the person.
Apologizing
Being able to say sorry if you have done something wrong, but in an
assertive rather than a passive way.
Good Conversation
• Should be two way with both parties equally involved and interested. It is a
shared experience. It is a partnership.
• Build them around respect: treat other people the way you want to be
treated yourself.
• Talk about mainly positive things. People who talk about good news tend
to cheer people up whereas people who always talk in negatives tend to
depress the people they are talking to! Obviously there must be a balance,
as sometimes we must talk about unhappy events, but make sure you don't
do this too much.
• There should be a willingness to be open on both sides. Each person has
the opportunity to express their point of view and feelings. Relationships
develop through conversations where we open up and exchange details to
create closeness.
• Always address someone by their first name if you know this. It shows that you
are treating them as an individual.
• A good conversation makes a difference; something useful happens and it has a
satisfying conclusion.
• Nod your head from time to time to encourage the speaker.
• Leave spaces: stay silent for a few seconds. Don't talk for too long: our attention
only lasts a few minutes before we need a break. Cut your story into bite sized
chunks to allow breathing space.
• Make descriptions specific.
• Ask the speaker to elaborate on major points.
Bad conversations

• We make guesses and assumptions rather than listening

properly. Assumption is the enemy of good communication; we
assume that the other person is just like us.
• We score points off each other and apply pressure.
• Our opinions and feelings are denied: we feel under
attack, ignored, patronized, put down and threatened.
Online Resources
www.practicebasedlearning.org
http://i31.photobucket.com/albums/c369/bukaninsanbiasa/ctmelayumerah.jpg
 Chapter Six

Speaking and Listening

Part One /Video 2
Dr Nisreen Azar
Empathy
Empathy means being open to the ideas of others and sensitive to their values and
feelings: trying to see things from the other person's perspective.
It is about demonstrating that you understand, that you can listen from other person's
point of view and reflect their meaning.
Each individual has a unique perspective which should be valued. We each occupy our
own private world and never completely know what's going on inside other people's minds.
Be prepared to disclose your own feelings and beliefs to encourage others to do the
same: be open with other people.
 Giving Feedback
• Feedback has also been called constructive criticism.
• Only give feedback if the gain will exceed the pain: only use it for
important things.
• Praise more than you criticize! Identifying and developing strengths
is more effective than focusing too much on negatives.
• Constructive criticism which shows the person how they can improve.
Not "Debbie was hopeless!", but "Debbie made some very useful
contributions but her voice was a bit quiet. I couldn't hear her very well,
so she needs to raise her voice a bit in future."
Try to give feedback immediately: on the spot if possible it's most effective when fresh in the
person's mind. The more quickly it is given the more relevance and power it will have.
Be direct and honest. Get quickly to the point, don't have long and embarrassing introductions,
although starting with some genuine praise based on what the person has actually done will help.
Give feedback in private if at all possible, it's insensitive to do this in front of others.
Stick to a single clear issue, don't pack in too much criticism as this can be disheartening.
Don't repeat the same point over and over: this will just build up resentment.
Only criticize behaviors that can be changed: "You need to improve your computing skills"
rather than "You're stupid"!
Give feedback on a person's behavior not about the person themselves. Give accurate
descriptions of behavior not comments about the person's qualities and worth as an individual: "You
have been late for work a lot in the last month "rather than :"You're lazy"!
Don't compare the person with other people, as this can build jealousy.
Use "I" not "You" statements.
Use specific examples.
Allow the criticized person to express any concerns they may have.
Use tentative words such as "sometimes" and "perhaps" rather than "always" and "never": these
allow the other person to avoid argument by saying that "always" is not strictly true.
Keep your emotions under control.
At the end, Check understanding and summarize what you've agreed.
Talk openly about your own concerns if necessary.
If you are receiving feedback yourself, try to accept it in a positive and non-defensive
manner
Giving Praise
Tell people something they have done that you like or what you like about them.
Give them thanks if they have done something for you. Even a simple thank you can make a big difference.
Give encouragement. If someone is not sure that they are able to do something, give them encouragement if
you think they can do it.
Describe positive behavior and it's effect in concrete terms "I really appreciate how you took the time to ....“
Respond to praise by thanking the person.
Apologizing
Being able to say sorry if you have done something wrong, but in an assertive rather than a passive way.
Good Conversation
Should be two way with both parties equally involved and interested. It is a shared experience. It is a
partnership.
Build them around respect: treat other people the way you want to be treated yourself.
Talk about mainly positive things. People who talk about good news tend to cheer people up whereas people
who always talk in negatives tend to depress the people they are talking to! Obviously there must be a balance, as
sometimes we must talk about unhappy events, but make sure you don't do this too much.
There should be a willingness to be open on both sides. Each person has the opportunity to express their point
of view and feelings. Relationships develop through conversations where we open up and exchange details to
create closeness.
Always address someone by their first name if you know this. It shows that you are treating them as an
individual.
A good conversation makes a difference; something useful happens and it has a satisfying conclusion.
Nod your head from time to time to encourage the speaker.
Leave spaces: stay silent for a few seconds. Don't talk for too long: our attention only lasts a few minutes before
we need a break. Cut your story into bite sized chunks to allow breathing space.
Make descriptions specific.
Ask the speaker to elaborate on major points.
• Bad conversations
• We make guesses and assumptions rather than listening
properly. Assumption is the enemy of good communication; we
assume that the other person is just like us.
• We score points off each other and apply pressure.
• Our opinions and feelings are denied: we feel under attack,
ignored, patronized, put down and threatened.
Questioning Skills

Every day of our lives, we use questions. Much of our day to day
conversation involves either asking or answering questions. Often however,
we do not use skills of questioning to our full advantage.

Some very skillful communicators demonstrate a high level of skill in

gathering information from others. Such individuals are able to maximize
the effectiveness of workplace communication through the use of
skilled questioning techniques. They are aware that the same
question can be asked in many different ways and each of these
ways can achieve a different response. It is possible to improve on
your questioning skills by becoming aware of the different types of
questions that can be asked so that you can use a variety of questioning
styles and know when a specific type of question will have the most impact.
Questioning Techniques

Most texts on interviewing techniques will differentiate between open and closed questions.
An open question allows the person to answer in whatever way they choose. For example, ‘How are you
finding writing up your case study report?

A closed question asks for specific information or a yes/no response. An example would be ‘Have you
completed your
case study report?
Open questions tend to encourage people to talk, open up and expand. They can serve to loosen up the flow
of ideas and are useful when you are interested in gaining the widest possible response from the student.
They also tend to be useful in an interview situation where a person’s answers and responses to open
questions can reveal much about the person’s personality in terms of how well they express themselves
without guidance or prompting. Closed questions meanwhile, are more likely to encourage short answers.
They are useful when you want to establish facts and check on details. Inexperienced workers often
ask too many closed questions, especially in interviews or meetings, when they really want more elaborate
information or answers. Conversely, sometimes we just need the bare facts, or to get straight to the point.
Asking open questions in this kind of situation will not meet our needs. Venn (2004) advises that a closed
question can be
recognised easily because it starts with words of phrases like:
• Do... • Is... • Can... • Could…. • Will... • Would... • Shall...• Should...
Note the way in which how asking a closed question limits communication in the following exchange:
Venn (2004) advises that open questions are more likely to start with words such as:
• How...• Why...• When...• Where...• What...• Who...• Which..

In reality however, asking open questions interspersed with occasional closed questions for clarification, are a useful
way to explore complex issues (Blundell, 1998). Often, both types of questions are necessary for encouraging
meaningful communication and gathering the information that we are interested in.

Types of Questions
So far, we have looked at 2 types of questions: open and closed. Other more advanced types of questions include the
following:
• Probing/clarifying Questions
• Reflective Questions
• Direct Questions
• Hypothetical Questions
(Venn, 2005; Blundel, 1998; Ellis, 2003)

Probing/Clarifying Questions
In reality, these are open or closed questions that serve to build on the person’s previous answers, comments and
responses. They use information already established in order that we can explore further. These questions also
demonstrate to the person that they are being actively listened to.
Direct Questions
Direct questions can be either open or closed questions. However, they tend to have the following
characteristics:
1. When posing a direct question, you always use the name of the other person
2. You pose the question as an instruction.(Venn, 2004)
Direct questions are especially helpful when you need to get the other person’s attention and acquire
specific information. A direct question tends to begin with phrases such as:
Tell me Jane, ....... Explain to me Jell, ..... Describe to me Jill, ....

Use of the other person's name tends to grab their attention, while phrasing the question like an
instruction (‘tell me’ etc) gives a specific command.

Hypothetical Questions
Hypothetical questions can be an excellent way to encourage people to reflect on issues through thinking
through previously unconsidered options. They are also often used in interview situations to test the
creativity and mental agility of prospective students or employees (Blundel, 1998). Consider the following
hypothetical questions:
What other points would you consider if your client was older?
What other questions would you ask your patient if they also presented with shortness of breath?
If I could arrange an extension on your final report, how would you feel about presenting the workshop?
Reflective Questions
Reflective questions or statements are really comments made before another type of question, which serve
to soften the questioning as well as demonstrate to the speaker that they are being well and truly listened
to. They typically constitute a short summary of what the other person has said, and may also be
considered as a type of Paraphrasing.

Student: It’s just that I’m feeling really under pressure with the placement at the minute, and then I slept
in this morning and just managed to make it here in time, even though I missed the bus and had to walk all
the way in. And it was raining…

Teacher: It sounds like you had a bad morning. You were saying that you are feeling really under pressure
with the placement? (Reflective question)
In what way are you feeling under pressure? (Probing question)

The teacher does not want to cut the student off: but is keen to find out some specific information while
also letting the student know that s/he is paying attention to what has been said. The practice educator
does this by asking a reflective question followed up with a question to probe for the specific information
s/he is interested in. By using the reflective comment and question, the student knows that they are being
listened to.
Video 2 content
The Importance of Nonverbal
Communication
Nonverbal Communication is anything that communicates a
message, but it is not a word.
We communicate in all the things we attach ourselves to.
Nonverbal Communication is a very broad field and it is
interesting how many things that we observe nonverbally.
Some experts believe that nonverbals are more truthful than
verbals because people may say things but they don’t always
mean them. You can’t really fake the nonverbals.
There is a problem that sometimes we don’t see the nonverbals
because we are busy with a device. I can’t tell you to stop using
devices, but I tell you this:
We as a species evolved to communicate nonverbally!
A text will never supplant a kind smile. From the moment we
are born, we are doing pacifying behaviors. We bite our lips,
touch our faces, smoke--------. These behaviors reveal that our
brain is dealing with some sort of stress.
When something bothers us, we cover our eyes.

When you purse your lips this means you disagree.

We wrinkle our nose when we don’t like something.

We touch our neck when we feel insecure.
Rubbing our hands indicates that we feel stressed.
The steeple hand gesture makes you look more confident and in
control.
 Final PYQ
A+
PYQ : Final

3rd
Edition

General Skills

Hashem Abuamira Hashem Abuamira Page 0

 Final PYQ

1. Let your professors, friends, classmates, neighbors, and relatives, know you
are looking for a job because

ANS : They may hear of something and can notify you or , better yet ,
recommend you for the position .

2. Choose the item that is NOT an effective listening practice from the following
:

ANS : Being defensive

3. In reality, clarifying questions—

ANS : Are open or closed questions that serve to build on the persons previous
answers , comments and responses

4. Some experts believe that nonverbals are more truthful than verbals because
people may say things but they do always mean them. You can really fake the
nonverbals.

ANS : False

5. The IDEAL model of problem-solving involves acting on a plan and examining

the options but not identifying the problem.

ANS : False

6. It is important to show to an employer that you have the right skills to resolve
these problems, and the personal toughness to deal with the challenges and
pressure that your job may bring.

ANS : True

Hashem Abuamira Page 1

 Final PYQ

7. One of the best resources for finding job information is , ____ or networking.

ANS : Consulting with other people

8. Active listening skills don't involve----

ANS : Formulating and rehearsing your response

9. ____ means that the information needs to be appropriate for the job level

ANS : Relevance

10. The reason why listening is such a powerful tool in developing the art and
skill of conversation is because listening builds self worry! Listening may
affects self-esteem. When you listen to another person, his or her self-esteem
will naturally decrease.

ANS : False

11. Lateral thinking involves—

a) Leaving behind traditional modes of
ANS : All of the above is correct : thought
b) Throwing away preconceptions
c) Discarding the obvious

12. Reflective questions or statements are really comments made before

another type of question, which serve to ___

ANS : Soften the questions as well as demonstrate to the speaker that they are
being well and truly listened to

13. You can network to find a job by

ANS : All the above is true : a) Attending job fails

b) Attending professional and organization meeting
c) Contacting people whom you can ask for advice
and also for possible follow=up help and
recommendation

Hashem Abuamira Page 2

 Final PYQ

14. Choose the correct statement about the order of the education and
experience CV categories:

ANS : The order of categories –education and experience- can vary in the CV

15. Problems can also be chances because ___

ANS : You may perhaps make a new start

16. A resume should show possible employers that you have what it takes ___

ANS : In education and experience to do the job that you applying for

17. Maintaining attention is a passive listening skilI.

ANS : False

18. ____ include movements of the face, hands, or other parts of the body.

ANS : Gestures

19. Writing a ____ letter/ email allows you to highlight additional reasons why
you are the best person for the job.

ANS : Cover

20. When you hear gossip, you can check the facts face-to-face with the
people directly involved. Until then, you would be wise not to pass the
message on and consider the message for what it is:

ANS : An unsubstantiated rumor

Hashem Abuamira Page 3

 Final PYQ

21. Rubbing our hands indicates that we feel __

ANS : Stressed

22. A Job seeker should regard his/ her resume as a persuasive ad for their
professional qualifications. A resume should be prepared at least six months
after your graduation.

ANS : False

23. You may know about job opportunities by consulting the many online job
services that list positions and sometimes give advice, including:
Monster.com-http://www.monster.com.

ANS : True

24. Employment agencies often find out about jobs through channels already
available to job seekers. That's why job seekers are not advised to speak to
someone at their campus career center first.

ANS : False

25. Our interpersonal communication( the dialogues which occur inside our
heads) is often a source of _____

ANS : Disruptive internal noise

26. Choose the listening barrier from the following:

ANS : Subjective biases

27. Good conversation are built around respect: treat other people the way
you want to be treated yourself.

ANS : True

Hashem Abuamira Page 4

 Final PYQ

28. Pursing your lips makes you look more confident and in control.

ANS : False

29. Openness in interpersonal communication is_____. Openness also

includes …………. to listen openly and to react honestly to the messages of
others.

ANS : A persons readiness to self-disclose and to reval information about

himself or herself appropriately/willingness

30. Action planning doesn't involve ___

ANS : Making hasty decisions

31. There is a number of online services that will put your resume in a
database and make it available to prospective employers, who scan the
database regularly to find suitable job candidates.

ANS : True

32. The tendency to misinterpret another's comments as a personal attack

when that was not the intention is typical of ____

ANS : Defensiveness

33. Task trust may be clear (when people request from you) in defending
someone who is unfairly being criticized.

ANS : False

34. Creative job search includes ................

ANS : Interviewing

Hashem Abuamira Page 5

 Final PYQ

35. Feeling anxious or self-conscious and tuning out a point of view that
differs from our own are active listening skills.

ANS : False

36. A posture is a pose using the body as its____. Posture of the body reveals
a lot about you. The manner you walk, sit, stand or hold your head not only
indicates your current mood, but also your ____.

ANS : Communicator / personality

37. Employers want to see the most crucial details about your qualifications
quickly in your resume.

ANS : True

38. ___ makes you look more confident and in control.

ANS : The steeple hand gesture

39. Being aware of terms, phrases or topics that create an emotional

response in both you and the people with whom you interact is a necessary
first step in overcoming _____.

ANS : Loss of emotional control

40. We make guesses and assumptions rather than listening properly in good
communication.

ANS : False

41. Using questions and paraphrasing to clarify meanings and confirm

understanding can minimize semantic noise.

ANS : True

Hashem Abuamira Page 6

 Final PYQ

42. A resume is __

ANS : A factual and concise summary of your qualifications

43. You can search for a job through ____ such as http://www.linkedin.com.

ANS : Professional networking websites

44. When you ask a direct question, you should always ………

ANS : Use the name of the other person ( example : Tell me , jane )

45. When giving effective feedback to your co-workers, you should criticize
them more than you praise them.

ANS : False

46. You can consult all the following resources for a wealth of job-related
information except:

ANS : Professional travel agencies

47. Effective communication includes all of the following except :

ANS : Expanding news after hearing gossip without checking facts face to face

48. From the moment we are born, we are doing pacifying behaviors like
biting our lips or touching our faces. These behaviors reveal that our hands
are dealing with some sort of stress.

ANS : False

49. Positive regard means accepting and respecting others as they are and
judging or evaluating them at the same time.

ANS : True

Hashem Abuamira Page 7

 Final PYQ

50. The punctuation mark after complementary close in formal business

letters that was discussed in chapter three is ………..

ANS : comma

51. The punctuation mark after salutation in a formal business letter is ……

ANS : a colon in America and comma in Britain

Hashem Abuamira Page 8

 Final Year Questions
1- When you find a job vacancy and you want to apply, you should apply by sending your
prefaced by a/ an
a. resume /letter of complaint or email of complaint
b. CV/ inquiry letter /email of inquiry
C. resume /cover letter or cover email
d. CV / sales letter or sales email

2-Some very adept communicators are able to minimize the effectiveness of workplace
communication through the use of skilled questioning techniques
True
False

3-Listening is simply a matter of hearing. Listening is an active psychological rather than passive
process, which enables us to attach meaning to all the information we receive.
True
False

4-Buying your medicine is an example of the functions of communication

a. decision making
b. practical
c. social
d. personal growth
Page1
6- When implementing your decision, you must always have a backup plan in case your first
option doesn't work out and you must learn to argue your solution if there is opposition from
others. Select one:
True
False

7- Comments about your family, spouse, or children should best be

a. prefaced by a resume
b. followed by a sales letter or sales email immediately
c. followed by an information report or information email
d. excluded from a resume
e. prefaced by an inquiry letter or inuiry email

8-Hypothetical questions can be an excellent way to encourage people to reflect on issues

through thinking through previously considered options.
True
False

9-Reflective questionsusually constitute a short summary of what the other person has said, and
may also be considered as a type of…………..
Answer: paraphrasing

10-A closed question asks for specific information or a yes/no response. An example would be
Page2

"How are you finding writing up your case study report?

True
False
11-Listening is simply a matter of hearing. Listening is an active psychological rather than passive
process, which enables us to attach meaning to all the information we receive.
True
False

12-Buying your medicine is an example of the functions of communication

a. decision making
b. practical
c. social
d. personal growth

13-Some very adept communicators are able to minimize the effectiveness of workplace
communication through the use of skilled questioning techniques
True
False

14-Feedback has also been called……………..

a. destructive criticism only
b. receiving messages defensively
c. constructive criticism
d. the use of problem solving skills
e. criticizing more than praising
Page3
15-The orderly arrangement of information in your CV…………….. By doing this, you demonstrate
that you have the and to ability to ……………… and to summarize,employerspize analytical
thinking.
a.must be easy to follow, logical, and consistent/ process information
b. must be easily followed, logical, and consistent/ delete information
c. must be easy to follow logical, and consistent/ assessing the feasibility of a projecty
d. recommend the solution to a problem/ process information
e. report about an off-site visit/ about the resuls of a procedure
f. must never be easy to follow, logical, and consistent/ process information

16-questions use information already established in order that we can explore further.
a. creative thinking
b. Glorifying
c. Hypothetical
d. logical reasoning
e. lateral thinking
f. Probing

17-Closed questions can be useful in an interview situation where a person's answers and
responses to open questions can reveal much about the person's personality in terms of how well
they express themselves without guidance or prompting.
True
False
Page4
18-Internal noise includes our attitudes, opinions, and beliefs toward what's being said, as well as
who is saying it, and may prevent our understanding of others.
True
False

19-Feedback is appropriate ……………..

a. when it is short and given infront of an audience
b. only when it is requested from the receiver and is given after a week or two
C. when it is requested from the sender or when it is necessary for the receiver to clarify the
message.
d. when it is requested from a total stranger to be given to someone you know or when it is
necessary for the receiver to keep the message vague.

20-Being aware of terms, phrases or topics that create an emotional response in both you and
the people with whom you interact is a necessary first step in……………..
a. overcoming stereotyping
b. enlarging gaps
C. gossipping
d. overcoming loss of emotional control
e. becoming emotionally controlled

21-The processes of evaluation, planning and rehearsal occur subconsciously, they can
nevertheless interfere with effective listening.
Page5

True
False
22-From the moment we are born, we are doing pacifying behaviours like biting our lips or
touching our faces. These behaviours reveal that our hands are dealing with some sort of
comfort.
True
False

23-You should not create a career objective that precisely dovetails with the prospective
employer's requirements when you write your CV.
True
False

24-Communicate for the pleasure of communication is an example of the functions of

communication.
a. social
b. decision making
c. practical
d. personal growth

25-…………….noise deals with the noise in the environment : other voices, airplanes overhead,
buzzing machines, and so on.
a. Semantic
b. Internal
c. External
Page6

d. None of the above is true

26-The resume is sometimes called a curriculum vitae.
True
False

27-Effective communication involves understanding the information and the shared

understanding of the feelings, thoughts, wants, needs and intentions of the communicators,
which must be clearly expressed in words. Select one:
True
False

28 sometimes defined as the process of sending and receiving messages.

Answer: communication

29-……………..helps us to communicate our ideas in a way that makes sense to others, and it helps
us understand others when they communicate with us.
Answer: Empathy
30-When something bothers us, we cover our eyes.
True
False

31-Choose a practical function of communication from the following:

a. None of the above is an example of the practical function of communication
b. Buying medicine
Page7

c. Demonstrating ties
d. Emotional success
32-Task trust is the trust associated with keeping secrets when requested from you! Select one:
True
False

33-The…………………….. is the line through which messages travel from sender to receiver.
Answer: Channel

34-Internal noise deals with the noise in the environment: other voices, airplanes overhead,
buzzing machines, and so on; it most often affects our interpersonal communication.
True
False

35-When you practice effective listening, other people will find you fascinating, they will want to
feel relaxed and happy in your presence because when you listen to other people you make them
feel important.
True
False
36-Communication is defined as the process of sending and receiving different types of
messages.
True
False

37-The ………………..-is the idea, thought, feeling, or opinion to be communicated

Page8

Answer: Message
 38-Internal noise is more obvious than external noise and is easier to deal with.
True
False

39-In the communication process model receivers and senders can encode and decode
messages.
True
False

40-the process of changing ideas into symbols.

Answer: Encoding

41-Feedback is the receiver's response to the message which never indicates how the receiver
feels about the message or the sender.
True
False

42-Effective communication involves of the communicators.

a. understanding the information and the shared understanding of the feelings
b. understanding the needs
C. understanding the intentions
d understanding the wants
e. All the above is correct
Page9
 43-Buying bread is an example of the functions of communication.
a. practical
b. decision making
Oc. social
d. personal growth

44-Choose the correct statement about nonverbal communication from the following:
a. A text will supplant a kind smile. From the moment we are born, we are doing pacifying
behaviors. We bite our lips, touch our faces, smoke .
b. A text will never supplant a kind smile, From the moment we are born, we are doing pacifying
behaviors. These behaviors reveal that our brain is dealing with some sort of stress.When
something bothers us, we cover our eyes
C. From the moment we are born, we are doing pacifying behaviors. We bite our lips,
smoke,touch our faces . These behaviors reveal that our brain is dealing with some sort of
stress. When something bothers us, we purse your lips.
d. A text will never supplant a kind smile, From the moment we are born, we are doing
pacifying behaviors.These behaviors reveal that our brain is dealing with some sort of stress.
When we disagree, we cover our eyes,

45-Communication can and should help us to

a. make better the decisions we make
b. make worse the decisions we make
c. feel bad about our decisions
d. All of the above is correct
e. None of the above is correct
Page10
 46-Effective communication involves understanding the information and the shared
understanding of the feelings, thoughts, wants, needs but not the intentions of the
communicators
True
False

47-means that all information must be new and documented.

a. Accuracy
b.Currentness
C. Honesty
d. Relevance
48-One of the first things a potential employer reads is your- ------statement. Try creating one
that specifies the exact type of job you are looking for and in what ways you are qualified to hold
it. It is advised that your statement-
a. CV negative/ precisely dovetails with your aspirations
b. career objective/ is precisely compatible with your university academic goais .
C. career subjective/ precisely dovetails with the propective employer's requirements
d. career objective /precisely dovetails with the potential employer's requirements
e. CV negative/ precisely links with the prospective employer's requirements

49-Open questions serve to-

a. encourage people to talk
b. encourage people to open up and expand
C. loosen up the flow of ideas
Page11

d. gain the widest possible response from the student

e. All the above is true
 50- Reflective questions or statements are really comments made before another
type of questions. Select one:
A. True
B.False

51-A ……………. question tends to begin with phrases such as: Tell me Ahmad, .... Explain to me
George, .. Describe to me Sally:
a. indirect
b. reflective
C. direct
d. Hypothetical

52-Dressing appropriately, looking people in the eye when speaking, sitting and standing straight
are all
a.basic interviewing common sense
b. several CV or resume qualities and pieces of advice
c. all purpose template qualities
d. several job interviewee requests
e. highlights for the job applicant's actual value

53-Removing distractions ,delaying evaluation of what you have heard and trying not to be
defensive are among the active listening skills.
True
False
Page12
 54-A resume is your life history and your emotional autobiography, it is a transcript
of your college work. Select one:
True
False

55-Telling the reader what you are writing about and mentioning what you want your reader to
do are both indications that you have written an effective sales etter introduction. Select one:
True
False

56-Feedback should be given if the gain will exceed the pain and should be used for important
things.
True
False

57-The resume is a factual and brief summary of your qualifications, showing a prospective
employer that you have what it takes (in education and experience) to do the job you are
applying for.
True
False

58-One of the best resources for finding job information is consulting with other people, or……..
Answer: networking
Page13
 59-Reflective questions or statements are really comments made before another
type of questions.
True
False

60-A follow up letter helps the job applicant to highlight extra or more points that makes the job
applicant the best person for the job, and thanks the reader for his /her time.
True
False

61-……………….questions can be an excellent way to encourage people to test the creativity and
mental agility of prospective students or employees
a. Direct
b. Clarirying
c. Hypothetical
d. Indirect
e. Reflective

62-"Evaluating information or situations" is a step among the steps of the Ideal Model of Problem
Solving.
True
False

63-Conceiving the problem too narrowly is among the barriers to problem solving.
Page14

False
True
 64-There are two primary ways to organize your resume: chronologically or by or
skill area.
Answer: function (2)

65-Beginning with your latest job and work backward and providing short descriptions of your
duties and achievements are some of the
a. guidelines about listing your education in your CV
b. faults job seekers commit when they write about their education in the CV
c. guidelines about how to write about your qualities and skills in your CV
d. faults job seekers commit when they write about their education in the CV
e.guidelines about listing your experience in your CV

66-The credentials are the. . resume sections

a. education and experience
b. career objective and skills
c. prepositional phrases
d. contact information

67-Emotions that are under control can quickly turn into communication barriers. Select one:
True
False

68-External noise is affected by our self-concept, how we feel, and what we expect.
Page15

True
False
69-Problems can also be chances because-
a.they allow you to see things from a different perspective
b.you may perhaps make a new start
c.you can do things in a different way
d.all of the above is correct

71-Your curriculum vitae, is the technical document you prepare for your job search. It deserves
your utmost attention.It your should be considered as a persuasive ad for your professional
qualifications
True
False

72 - Honesty in the CV means that the document should be pleasing to the eye and easy to read.
A.False
B.True

73- ……………means that the information needs to be appropriate for the job level.
A.Currentness
B.Accuracy
C.Attractiveness
D.Relevance

74- Our feelings and opinions are denied in good conversation.

A.False
Page16

B.True
 75-Hypothetical questions aren't an excellent way to encourage people to reflect
and think.
True
False

76- Lateral thinking involves-

A.leaving behind traditional modes of thought
B.discarding the obvious
C.Throwing away preconceptions
D.all of the above is correct
E.none of the above is true

77- A closed question asks for detailed information and not a yes/no response
True
False

78- When you ask a direct question, you should always

A.Use the name of the other person (example: Tell me, Jane.)
B.praise more than you criticize
C.Avoid using the name of the other person
D.Criticize more than you praise Page17
 79- ………………. means being open to the ideas of others and sensitive to their values and feelings:
trying to see things from the other person's perspective.
A.Empathy
B.Sympathy
C.Constructive
D.Criticism
E.Feedback
F.none of the above is correct

80- Probing questions are used to get the other back on the track.
False
True

81- Action planning involves-

A.making quick decisions and worrying about the future
B.Using lists and completing work to a deadline
C.Evaluating the pros and cons of some possible choices
D.setting objectives which are unachievable but measurable

82- The question "What other questions would you ask your patient f they also presented with
shortness of breath?" is an example of:
A.Direst questions
Page18

B.probing questions
C.hypothetical questions
D.closed questions
83- Feedback has also been called –
A.decision making
B.empathy
C.constructive criticism
D.Constructive problem deciding

84-The tool that enables coworkers and friends to get along is nonverbal communication only.
False
True

85- we only give feedback if-

A.We want to show the person that they will never improve
B.The pain will exceed the gain
C.We want to criticize more than we praise
D.the gain will exceed the pain

86- Barriers to effective listening involve

A.being inattentive
B.having a dosed mind
C.Excessive and incessant talking or interrupting
D.Feeling anxious or self-conscious
E.all of the above is correct
Page19
87- In good conversation, we make guesses and assumptions.
False
True

88- One of the purposes that a follow up letter serves is to

A.tell the reader that you are not interested in the job any longer
B.tel the reader that you are applying for the job
C.remind the reader of your job interview
D.remind the reader of your continued interest in the job

-Done by:

Malek Malkawi

Aseel Taani

Merna Samara

-Designed by:

Aseel Taani

ASNANGT@Acadimic
Page20
Obeidat & Tarayrah General skills PYQs

1. Removing distractions, delaying evaluation of what you have heard and trying not to be defensive are
among the active listening skills.
a) True
b) False

2. Some very adept communicators are able to minimize the effectiveness of workplace communication
through the use of skilled questioning techniques.
a) True
b) False

3. A follow up letter helps the job applicant to highlight extra or more points that makes the job
applicant the best person for the job, and thanks the reader for his / her time.
a) True
b) False

4. Probing questions use information already established to cut the flow of the talk.
a) True
b) False

5. It is important to show to an employer that you have the right skills to resolve these problems, and
the personal toughness to deal with the challenges and pressure they may bring.
a) True
b) False

6. From the moment we are born, we are doing pacifying behaviors like biting our lips or touching our
faces. These behaviors reveal that our hands are dealing with some sort of comfort.
a) True
b) False

7. When you find a job vaccancy and you want to apply, you should apply by sending your ---------
prefaced by a/ an------------.
a) resume /cover letter or cover email.
b) CV/ inquiry letter /email of inquiry.
c) resume /letter of complaint or email of complaint.
d) CV/ sales letter or sales email.

8. Your curriculum vitae, is the technical document you prepare for your job search. It deserves your
utmost attention. It your should be considered as a persuasive ad for your professional qualifications.
a) True
b) False

9. Reflective questionsusually constitute a short summary of what the other person has said, and may
also be considered as a type of -----------.
Ans is: paraphrasing.

10. "Evaluating information or situations'' is a step among the steps of the Ideal Model of Problem
Solving.

1
Obeidat & Tarayrah General skills PYQs

a) True
b) False

11. Problems can also be chances because:

a) They allow you to see things from a different perspective
b) You may perhaps make a new start
c) You can do things in a different way
d) All of the above is correct

12. A closed question asks for specific information or a yes/no response. An example would be 'How are
you finding writing up your case study report?
a) True
b) False

13. Under the "Experience" CV section, the CV writer writes information or details about his/her -----
a) which is the ---------------- category for many employers. It shows them that you ----------------.
b) education / minor/ that you are responsible and you have never held jobs before.
c) irrelevant previous jobs / basic/ that you are responsible and you have never held jobs before.
d) education / main/ have held jobs before and that you are responsible.
e) job history /key/ have held jobs before and that you are responsible.
f) second or third languages you speak or write/ basic/ memberships in professional associations.
g) second or third languages you speak or write / basic/ have held jobs before and that you are irresponsible.
h) extensive travel certificates or licenses you hold / relevant/ have held jobs before and that you are
responsible.
i) computer and language skills / basic/memberships in professions associations.

14. One of the best resources for finding job information is consulting with other people, or ----------.
Ans is networking.

15. Open questions serve to --------------.

a) encourage people to talk
b) encourage people to open up and expand
c) loosen up the flow of ideas
d) gain the widest possible response from the student
e) All the above is true

16. The credentials are the ---------- resume sections.

a) prepositional phrases.
b) career objective and skills
c) contact information
d) education and experience

17. A resume is your life history and your emotional autobiography, it is a transcript of your college
work.
a) True
b) False

2
Obeidat & Tarayrah General skills PYQs

18. Closed questions can be useful in an interview situation where a person's answers and responses to
open questions can reveal much about the person's personality in terms of how well they express
themselves without guidance or prompting.
a) True
b) False

19. Conceiving the problem too narrowly is among the barriers to problem solving.
a) True
b) False

20. When implementing your decision, you must always have a backup plan in case your first option
doesn't work out and you must learn to argue your solution if there is opposition from others.
a) True
b) False

21. The orderly arrangement of information in your CV -------------. By doing this, you demonstrate that
you have the ability to------------ and to summarize. Employersprize analytical thinking.
a) must be easily followed , logical, and consistent/ delete information
b) must never be easy to follow, logical, and consistent/ process information
c) must be easy to follow, logical, and consistent/ process information
d) must be easy to follow, logical, and consistent/ assessing the feasibility of a project
e) recommend the solution to a problem/ process information
f) report about an off-site visit/ about the resuls of a procedure

22. Positive regard means accepting and respecting others as they are and judging or evaluating them at
the same time.
a) True
b) False

23. Hypothetical questions can be an excellent way to encourage people to reflect on issues through
thinking through previously considered options.
a) True
b) False

24. ----------- means that all information must be new and documented.
a) Accuracy
b) Relevance
c) Currentness
d) Honesty

25. The resume is a factual and brief summary of your qualifications, showing a prospective employer
that you have what it takes (in education and experience) to do the job you are applying for.
a) True
b) False

26. One of the first things a potential employer reads is your--------- statement. Try creating one that
specifies the exact type of job you are looking for and in what ways you are qualified to hold it. It is
advised that your statement-----------.

3
Obeidat & Tarayrah General skills PYQs

a) CV negative/ precisely links with the prospective employer's requirements

b) career subjective/ precisely dovetails with the propective employer's requirements
c) career objective /precisely dovetails with the potential employer's requirements
d) career objective / is preciselycompatible with your university academic goals
e) CV negative/ precisely dovetails with your aspirations

27. Listening is simply a matter of hearing. Listening is an active psychological rather than passive
process, which enables us to attach meaning to all the information we receive.
a) True
b) False

28. Buying your medicine is an example of the --------- functions of communication.

a) Personal growth
b) Social
c) Practical
d) Decision making

29. Feedback should be given if the gain will exceed the pain and should be used for important things.
a) True
b) False

30. Asking open questions interspersed with occasional closed questions for clarification, are a useful
way to explore complex issues and open questions only should be used.
a) True
b) False

31. -------- questions can be an excellent way to encourage people to test the creativity and mental agility
of prospective students or employees.
a) Hypothetical
b) Indirect
c) Reflective
d) Clarirying
e) Direct

32. Reflective questions or statements are really comments made before another type of questions.
a) True
b) False

33. Listening is a tool for building all of the following except:

a) Self-esteem in the listener
b) Believing in you
c) Trust
d) Selfishness

34. Comments about your family, spouse, or children should best be-----------.
a) Prefaced by a resume
b) Followed by a sales letter or sales email immediately.
c) Followed by an information report or information email.

4
Obeidat & Tarayrah General skills PYQs

d) Excluded from a resume.

e) Prefaced by an inquiry letter or inuiry email

35. What is mentioned under the "References" CV or resume section?

a) Names of people who are well known in the community or belong to the same profession in which you are
seeking employment.
b) Information about the same profession in which you are seeking employment.
c) Names of books that are well known in the community or about the same profession in which you are
seeking employment.
d) Knowledge of computer hardware, software, word processing programs, and Web design and search engines
is extremely valuable in the job market.

36. Feedback has also been called:

a) Destructive criticism only
b) Receiving messages defensively
c) Constructive criticism
d) The use of problem solving skills.
e) Criticizing more than praising.

37. ------------- questions use information already established in order that we can explore further.
a) Creative thinking
b) Clarifying
c) Hypothetical
d) Logical reasoning
e) Lateral thinking

38. Being aware of terms, phrases or topics that create an emotional response in both you and the
people with whom you interact is a necessary first step in --------------------.
a) Overcoming stereotyping
b) Enlarging gaps
c) Gossiping
d) Overcoming loss of emotional control
e) Becoming emotionally controlled

39. The processes of evaluation, planning and rehearsal occur subconsciously, they can never interfere
with effective listening.
a) True
b) False

40. Internal noise includes our attitudes, opinions, and beliefs toward what's being said, as well as who
is saying it, and may prevent our understanding of others.
a) True
b) False

41. Feedback is appropriate ------------------.

a) When it is short and given infront of an audience.
b) Only when it is requested from the receiver and is given after a week or two

5
Obeidat & Tarayrah General skills PYQs

c) When it is requested from the sender or when it is necessary for the receiver to clarify the message.
d) When it is requested from a total stranger to be given to someone you know or when it is necessary for the
receiver to keep the message vague.

42. A ----------- question tends to begin with phrases such as: Tell me Ahmad, …… Explain to me George,
…… Describe to me Sally, ……
a) Indirect
b) Reflective
c) Direct
d) Hypothetical

43. Dressing appropriately, looking people in the eye when speaking, sitting and standing straight are all
----------------.
a) Basic interviewing common sense
b) Several CV or resume qualities and pieces of advice
c) All purpose template qualities
d) Several job interviewee requests
e) Highlights for the job applicant's actual value

44. Telling the reader what you are writing about and mentioning what you want your reader to do are
both indications that you have written an effective sales letter introduction.
a) True
b) False

45. Action planning involves all of the following except-------------------.

a) Having an emergency plan
b) Setting objectives which are achievable & measurable
c) Making quick decisions without thinking
d) Identifying the steps needed to achieve your goals
e) Using lists
f) Identifying your objectives
g) Prioritizing your tasks effectively
h) Completing work to a deadline

46. There are two primary ways to organize your resume:

Chronologically or by -------------- or skill area.
Ans is function.

47. Beginning with your latest job and work backward, and providing short descriptions of your duties
and achievements are some of the-------------------.
a) Guidelines about listing your education in your CV.
b) Faults job seekers commit when they write about their education in the CV.
c) Guidelines about how to write about your qualities and skills in your CV.
d) Faults job seekers commit when they write about their education in the CV.
e) Guidelines about listing your experience in your CV

48. Emotions that are under control can quickly turn into communication barriers.
a) True
b) False

6
Obeidat & Tarayrah General skills PYQs

49. External noise is affected by our self-concept, how we feel, and what we expect.
a) True
b) False

50. Choose a practical function of communication from the following:

a) None of the above is an example of the practical function of communication
b) Buying medicine
c) Demonstrating ties
d) Emotional success
e) Meeting others
.‫ اطلعوا عليها اذا حبيتوا‬،‫يا جماعة األسئلة من هون لتحت هي أسئلة من الميد لشابتر واحد ألنه داخل معكم بالفاينل‬

51. Feedback is ……………….. :

a) Information about reactions to a product, a person's performance of a task, etc. which is used as a basis of
improvement.

b) Information about reactions to a product, a person's performance of a task, etc. which is used for negative
criticism.

c) Information about reactions to a product, a person's performance of a task, etc. which is used for positive
criticism.

d) None of the above.

52. When we have empathy, it means ………. :

a) You are unable to understand what a person is feeling in a given moment.

b) You never put yourself in other people's shoes.

c) You can understand what a person is feeling in a given moment, and understand why other people's actions made
sense to them.

d) You can understand other people's viewpoint through passive listening.

53. Interpersonal trust is evident (when requested of you) in defending someone who is unfairly
being criticized.
a) True

b) False

54. Eye contact is a form of verbal communication that shows much without speaking.

a) True

b) False

55. Encoding is the process of changing ideas into symbols.

a) True

b) False

56. When it is your turn to receive feedback you should ……………:

a) Be subjective to suggestions, opinions, and concerns the receiver may share with you.

b) Be closed minded to any positive opinion.

7
Obeidat & Tarayrah General skills PYQs

c) Be closed to suggestions, opinions, and concerns the receiver may share with you.

d) Be aggressive to suggestions, opinions, and concerns the receiver may share with you.

e) Be defensive to suggestions, opinions, and concerns the receiver may share with you.

f) Ask for feedback and receive it openly.

57. Open communication occurs when all parties are unable to express ideas to one another.

a) True

b) False

58. A …………….. is a pose using the body as its communicator.

Ans is: Posture

59. Effective communication involves all of the following except:

a) The shared understanding of the thoughts of the communicators.

b) The shared understanding of the information and the feelings of the communicators.

c) The shared understanding of needs and intention of the communicators.

d) The shared understanding of the wants of the communicators.

e) Spreading news after hearing gossip without checking facts face to face.

60. Based on your study of the two factors the affect what we say and how we say something,
choose the correct statement from the following:
a) The social context deals with the relationship between the sender and the receiver. Clearly, what you say and how
you say it will change, depending on whether you are talking to your best friend, a total stranger or your boss.

b) ) The physical context deals with the relationship between the sender and the receiver. Clearly, what you say and
how you say it will change, depending on whether you are talking to your best friend, a total stranger or your boss.

c) The social context will dictate what you say and how you say it; your talk will change if you are at work or at home.

d) The physical context will dictate what you say and how you say it; your talk will change if you are at work or at
home.

e) None of the above is true.

f) All of the above is true.

61. External noise is not affected by our self-concept, how we feel, and what we expect.

a) True

b) False

62. We can control semantic noise …………:

8
Obeidat & Tarayrah General skills PYQs

a) By asking questions and paraphrasing to clarify meanings and confirm understanding.

b) By turning the noise off.

c) By turning the noise off and when we ask others to speak up.

d) By asking others to speak up.

e) By tuning out noises.

63. We use …………… in non-verbal communication.

a) Our voice.

b) Negotiation.

c) Screaming.

d) Body signs.

64. The barriers to communication include ………..:

a) being aware of the topics and words that send you reeling.

b) The ability to control emotions.

c) Good communication.

d) Gaps

e) Maintaining your self-concept.

65. Being aware that people may have different meanings for the same words never helps in
controlling semantic noise.
a) True

b) False

66. ………….. trust is the trust associated with carrying out whatever is expected of you.

a) Team building.

b) Intrapersonal.

c) Team management.

d) Task

e) Interpersonal.

67. Communication can and should help us to

a. make better the decisions we make
b. make worse the decisions we make
c. feel bad about our decisions

9
Obeidat & Tarayrah General skills PYQs

d. All of the above is correct

e. None of the above is correct

68. Feedback is appropriate when it isn't requested from the sender or when it is necessary for
the receiver to clarify the message.
True
False

69. Effective communication enables us to find wrong ways of dealing with those people who
are important in our lives, those people we work with, study with, and live with
True
False

70. It is vital to know how to give feedback to others, effectively, but not constructively without
causing offense.
True
False

71. Requesting feedback from your receiver may require you to be general about the kind of
information you are seeking.
True
False

72. Effective communication involves understanding the information and the shared
understanding of the feelings, thoughts, wants, needs but not the intentions of the
communicators
True
False

73. When you give feedback and tell an employee “Your quarterly report wasn't up to your usual
standards" You are making feedback ……….
a. general
b. specific
c. negative
d. pointless
e. positive

74. When you give effective feedback, you should make sure that the tone of the feedback is
positive.
True
False

75. We communicate to have ………… needs met, such as buying bread

Ans is: practical

76. Feedback is information about reactions to a product, a person's performance of a task, etc.
True

10
Obeidat & Tarayrah General skills PYQs

False

77. Communication is defined as the process of sending and receiving different types of
messages.
True
False

78. Feedback is appropriate when it is requested from the sender or when it is requested from
the sender or when it is necessary for the receiver to
a. clarify the message
b. bum the message
c. erase the message
d. paste the message
e. delete the message

79. It is vital to know how to give feedback to others, effectively without causing offense.
True
False

80. A positive communication climate also occurs when low levels of trust are evident.
True
False

81. Nonverbal communication is a weak form of communication.

True
False

82. Our ……..….. can communicate happiness, sadness, anger or fear.

a. task trust
b. personal space
c. personal trust
d. facial expressions

83. Certain attitudes, such as empathy can improve relations with others.
True
False

84. …………………… means accepting and respecting others as they are without judgment or
evaluation.
a. Defensiveness
b. Eye contact
c. Positive regard
d. Posture

85. Asking others to speak up helps in controlling …..……… noise(s)

a. external
b. both semantic and internal

11
Obeidat & Tarayrah General skills PYQs

c. internal
d. semantic

86. When you hear gossip, …………………

a. you can check the facts face-to-face with the people directly involved
b. you must immediately spread the message
c. you should never check the facts face-to-face with the people directly involved
d. you must check the facts face-to-face with the people who are not involved at all
e. you should never check the facts face-to-face with the people directly involved which will facilitate
communicating with others

87. The social context will dictate what you say and how you say it your talk will change if you
are at work or at home.
True
False

88. When you offer feedback to someone, it is vital to …………

a. be constructive, and give suggestions
b. be defensive, and give suggestions
c. offer irrelevant suggestions and focus on the positive
d. offer relevant suggestions and focus on the negative
e. use offensive language and be defensive

89. ……………… include movements of the face, hands, or other parts of the body.
a. Touch
b. Positive regard
c. Personal space
d. Empathy
e. Gestures

90. Positive regard and empathy are ………………

a. types of gestures
b. verbal communication examples
c. eye contact techniques in some cultures
d. attitudes for improving positive regard
e. attitudes for improving relations

91. The tendency to misinterpret another's comments as a personal attack when that was not
the intention is typical of ……………..
a. gossip
b. defensiveness
c. financial shrewdness
d. stereotyping

12
Obeidat & Tarayrah General skills PYQs

92. External noise includes our attitudes, opinions, and beliefs toward what's being said, as well
as who is saying it, and may prevent our understanding of others.
True
False

93. Positive regard means your posture which reveals a lot about you. Not only your mood, but
also your personality
a) True
b) False

Done by: Mohammed H Obeidat & Ahmad AL-Tarayrah

13
General skills
Farge res cer
eae |e Pee aes [eae

SAR Sh Ter erate ees id

RoscaAW cra] een en
agree TP ah) mess EShi
folate Ch eS eae] rd
ee ere nn TLS Vitec re Wer celnr ere rcn ie
pC erseeaee revere yerey beret rae)
ane a am eel Tu te] da] |

fever eee Pg Felts Eve ap ct ee see Tn

Peeves
CS ater ont nay ee)
@ 727 Mahm..., edited 6:50 PM
 Time left 0:5.

Question 1 Maintaining attention is a passive listening skill.

Not yet
answered
Select one:
Marked out of
1.00
(True
Y Hag question ‘® False

Question 2
There is a number of online services that will put your resume in a database and make it available to
Not yet
answered prospective employers, who scan the database regularly to find suitable job candidates.

Marked out of
7.00

F Flag question Select one:

[e}true
©) False
 LIME feTT oot |

Question 3 Employers want to see the most crucial details about your qualifications quickly in your resume.
Not yet

aes! Select one:

Marked out of x
1.00 @ True

Flag question (_) False

Question 4 . a . . .
see Let your professors, friends, classmates, neighbors, and relatives, know you are looking for a job because ----
Ot yer
answered EET

Marked out of
1.00
YF Flag question © a. they may not recommend you for the position

®@ b, they may hear of something and can notify you or, better yet, recommend you for the position

© ¢. they may hear of something but won't notify you

©) d.can't be well- connected

© e@. they may hear of something but won't notify you at the same time they may recommend you for the
job openning
 Time left Q::

Question 5 When giving effective feedback to your co-workers, you should criticize them more than you praise
Not yet them,
answered

Marked out of
Select one:
1,00
© True
Flag questian
(@ False

Question 6 --------++------------- means that the information needs to be appropriate for the job level
Not yet
answered
() a. Honesty
Marked out of
1.00 © b. Conciseness
Flag question
(2c, Attractiveness

(© d. Careful organization

‘®) e, Relevance

Clear my choice
Question 7 Our interpersonal communication( the dialogues which occur inside our heads) is often a source of ---------
Mat yet
answered

Marked out of
‘® a, disruptive intemal noise
1.00

\ Flag question ‘ b, disruptive external noise

() ¢. disruptive semantic noise

(© d. None of the above is false

(© e. None of the above is true

Time left 0:46:46
Clear my choice

Question B A posture is a pose using the body as its ---—--------—-. Posture of the body reveals a lot about you. The
Not yet manner you walk, sit, stand or hold your head not only indicates your current mood, but also your -----------
answered

Marked out of
1,00
() a. moody/ best likes
VY Alag question
© b. plan/ character
© ¢. personality/ communicator

‘®) d. communicator/ personality

© €,communicator/ communication

Clear my choice
 Time left 0:40:53
Question 9
From the moment we are born, we are doing pacifying behaviors like biting our lips or touching our faces.
Not yet
answered
These behaviors reveal that our hands are dealing with some sort of stress.

Marked out of
1,00

Hag questian Select one:

® True
© Fal sé

Question 10
The tendency to misinterpret another's comments.as a personal attack when that was not the intention is
Nat yet
answered typica U9 Opeastee = cemeeereeeactsmcnence

Marked out of
7,00

{ Flag question ® ga. defensiveness

© b
"gossip

( ¢. stereotyping
C d
gaps
 PEE Pr ee

Question 11
You may know about job opportunities by consulting the many online job services that list positions and
Not yet
answered
sometimes give advice, including: Monster.com—http://www.monster.com.

Marked out of
1.00

{" Flag question Select one:

‘®) True

© False

Question 12
Some experts believe that nonverbals are more truthful than verbals because people may say things but
Not yet
answered they do always mean them. You can really fake the nonverbals.

Marked out of
1.00

VY Fag question Select one:

(© True

fe}ral se
Question 13
Creative job search includes. . .
Not yet
answered

Marked out of
1.00
nat alway writing a follow-up letter but never a follow up e-mail
\ Flag question

C7 ; 5 .
> Bb. finding a curriculum vitae

@ c¢, interviewing

( d. not finding job opportunities

Clear my choice

Question 14 Problems can also be chances because---------------------------- ;

Not yet
answered
= they allow you to’see things from the same perspective
Marked out of
1.00

Flag question
~ b. you can't do things in a different way

2c you may perhaps make a new start

(©) d.all of the above is correct

Clear my choice
Question 15 Ih: Feality. cladtying quesiorns—_——-———_
———— -— :
Net yet
answered a eI “
) a. enable you to become more aware of the different types of questions that can be asked
Marked out of
1.00 Orb
~ “mean the use reflective questions cr skilled questioning techniques
Flag question

«mean identifying the steps needed to achieve your goals through using open questions

d. : # , ,
are open or closed questions that serve to build on the person's previous answers, comments and
responses.
Time lett 0:39:34

Clear my choice

Question 16 Choose the correct statement about professional employment agencies from the followina:
Not yet
answered @a
Marked! out of ™~ “Some professional employment agencies list jobs you can apply for free of charge and others that
1.00 charge a stiff fee, usually a percentage of your first year's salary

\" Flag question ©) b. Professional employment agencies must speak to someone at your campus career center first before
taking your resume.

© c. Anumber of online professional services will put your resume in a database and make it available to
prospective employers, who scan the database regularly to find suitable jab candidates.

d. Professional employment agencies often find out about jobs through channels that are not available
to you.

—) e, Some professional employment agencies list jobs you can apply for free of charge and others that
charge a stiff fee, usually a percentage of your second year's salary

Clear my choice
Question 17 You can consult all the following resources for a wealth of job-related information except ------------------ :
Mot yet
answered oat ‘ ; z
() a. aresumeé database service
Marked out of
1.00 (© b, newspapers
rr esti -
Vo Reg pesto (2 ¢. the human resources department of a company

() d. the internet

() @, professional employment agencies

(2 f, networking

‘®) g. professional travel agencies

Time left 0:37:35
() h. your campus placement office

Clear my choice

s why you are the best person

iii Writing a --------------- letter/ email allows you to highlight additional reason
Mpkyst far the job,
answered

Marked out of ® a cover

1.00 5

¥ Flag question © b. inquiry

© ¢. follow up
(2) d, sales

Clear my choice
 Time lett 0:36:40
Question 19 Active listening q skills don’t involve--------------------- :
Not yet

a @ a. formulating and rehearsing your response

Marked out of

1 OB. removing distractions

\ Flag question

~ © delaying evaluation of what you hear until

you understand it

Od. listening openly to the other person

Clear my choice

Question 20 A Job seeker should regard his/ her resume as a persuasive ad for their professional qualifications. A
Not yet resume should be prepared at least six months after your graduation.
answered

Marked out of Select one:

1,00 -
{) True
’ Flag question
‘® False
Question 27
Choose the correct statement about the order of the education and experience CV categories :
Not yet
answered

Marked out of
Time left 0:35:47
7.00 ‘®) a, The order of the categories—Education and Experience—can vary inthe CV.
Flag question
© b, The order of the categories—Education and Experience— js fixed the CV. Experience must be always
placed before education

() c, The experience category should be excluded from the CV,

Od. Education must be placed before any CV category

( e, The experience categary must be placed between your personal information and your career
objective.

Clear my choice

Question 22
The IDEAL model of problem-solving involves acting on a plan and examining the options but not
Not yet
answered identifying the problem.

Marked out of
1,00
Select one:
\ Flag question
© True

@ False
 Time left
Question 23
We make guesses and assumptions rather than listening properly in good communication.
Mat yet
answered
Select one:
Marked out of
1,00 © True
VY Alag question
(@ False

Question 24
Pursing your lips makes you look more confident and in control.
Not yet
answered

Marked out of
1.00 Select one:
Y Flag question (3 True

(© False
 Question 25
Feeling
i
anxious or self-conscious and tuning out a point of view that differs from our own are active
Not yet
answered listening skills.

Marked out of
1.00
© Flag question Select one:
a
= iJ |] JUSTLearn First Semester 2021 — English en) ~
MAHMOUD ABDEL RA'UOF MOHAMMAD ALAMARE

Question 26 Time left 0:30:30

---------------------- makes you look more confident and in control.
Not yet
answered

Marked out of

bd ) a. The steeple hand nod

i hanes () b. The steeple hand gesture

© c. Wrinkling your nose verbal nod

{) d. Touching your neck empathy

() @, Covering the eyes gesture

®) f, None of the above is true

(> g, All of the above is a possible answer

Clear my choice
 Time left 0:28:17
Question 27
You can search for a job thraugh —------—-----------—---- such as http://www.linkedin.com.
Not yet
answered

Marked out of
1,00 (2a. sending follow up letters
Y Flag question
(© b. only chatting with people you know personally

‘® c, professional networking websites

© d. networking with people you know personally

() 8, sending cover letters

Clear my choice

Question 20
Task trust may be clear { when people request from you) in defending someone who is unfairly being
Not yet
answered criticized,

Marked out of
1.00

¥ Flag question Select one:

© True

@ False
 Time left 0:24:48
Question 29 Being aware of terms , phrases or topics that create an emotional response in both you and t
Not yet whom you interact is a necessary first step in overcoming ---—----------------------—- :
answered

Marked out of © a. stereotyping

1.00
fF Flag question © b. gossip

© ©. gaps

® d. loss of emotional contral

Clear my choice

Question 30 : : ‘ z “ - st 2 :
. Using questions and paraphrasing to clarify meanings and confirm understanding can minimize semantic
fot yet F
answered HORE,

Marked out of
1.00
P Hag question Select one:

® True

(2 False
 Time
Question 31 You can network to find a job by -—-------—--_--_--__.,
Not yet
answered
(© a, attending job fairs
Marked out of
1,00 ‘> b. attending professional and organization meetings
Y Flag question Lg
a contacting people whom you can ask for advice and also for possible follow-up help and
recommendations

@ d, All the above is true

Clear my choice

Question 32 When you ask a direct question, you should alway .........c00 Be citsirs 2
Not yet
answered
() a. avoid using the name of the other person
Marked out of
1,00 (© b, praise more than you criticize
" Flag question
() ¢, Comparing the person with other people

Od
~ “criticize more than you praise

@ & use the name of the other person (example: Tell me, Jane.)

Clear my choice
 --+------------include movements of the face, hands, or other parts of the body.
Question 33

Not yet
answered Time left 0:19:52
© a. Eye contact
Marked out of
1,00
© B. personal space
Y Flag question

@) c, Gestures

(© d. Touch

Clear my choice

Question 34
Employment agencies often find out about jobs through channels already available to job seekers. That's
Not yet
answered why job seekers are not advised to speak to someone at their campus career center first.

Marked out af
1,00

Y Hag question Select one:

@ True
© False
Question 35
The reason why listening is such a powerful tool in developing the art and skill of conversation is because
Not yet
answered
listening builds self worry! Listening may affects self-esteem. When you listen to another person, his or her
self-esteem will naturally decrease.
Marked out of
1,00

YF Flag question
Select one:

© True

(® False

Question 36 Time left 0:18:

Choose the listening barrier fram the following :
Not yet
answered

Marked out of
1.00
a Subjective biases
Y Flag question

> B.| steral thinking

( ¢, Problem solving

Ord, Creative thinking

Clear my choice
Question 37
Action planning doesn't invalve--—-—---—-----——-
Not yet
answered

Marked aut of
1.00 () a, prioritizing your goals effectively
Y Flag question
® b. making hasty decisions

we keeping a to -do -list

0 9 identifying the steps needed to achieve your goals

Clear my choice

Question 38 Rubbing our hands indicates that we feel------------------------

Not yet Time left 0:15:36
answered
(© a. more confident but not in control
Marked out of
1.00 (© 6, something bothers us
Y Flag:question
() ¢, more confident

© d. insecure

() @, secure

(2 f. stressed

‘® g, more confident and in control

(© h. less confident and in control

Clear my choice