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Business Communication Chapter 2: Professionalism
49 cards·by 8680lewielj
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What are soft skills?
They include oral and written communication skills, listening proficiency, nonverbal
behavior, and proper business etiquette.
Following proper business etiquette when speaking with a customer is an example of what type
of skill?
Soft Skill
A virtual team is defined as one whose members __________.
work interdependently with a shared purpose across space, time, and organization
boundaries using technology
He distracts the group with lots of jokes and recounts his personal achievements. This is
____Team behavior?
Negative
What's wrong with negative team behavior?
negative team behavior that prevents the group from achieving optimal results.
Conflict is a normal part of every workplace and every team.
True
Conflict is always negative.
False
Conflict should be avoided because it destroys morale and reduces productivity.
False
No meeting should be called unless the topic is important, __________, and the topic requires
an exchange of ideas.
the topic can't wait
Meetings should be viewed as opportunities to demonstrate leadership, communication, and
problem-solving skills.
True
Most people look forward to meetings.
False
Saving travel costs and __________ are significant reasons for virtual meetings displacing
business travel.
reducing employee fatigue
Most people listen at __________ percent efficiency.
25
we ignore, forget, distort, or misunderstand ___ percent of everything we hear.
75
When listening to your superior on the job, __________.
show your interest by leaning forward and striving for good eye contact
When Sales Manager Jenna whispers a secret to sales reps during a training session, she is
using nonverbal communication to __________.
reinforce and accentuate
Social interaction involves four space zones. The category of distance that defines the
social zone is __________.
4 to 12 feet
Social interaction involves four space zones. The category of distance that defines the
Intimate Zone is __________.
1 to 1 1/2 feet
Social interaction involves four space zones. The category of distance that defines the
Public Zone is __________.
12 or more feet
Social interaction involves four space zones. The category of distance that defines the
Personal Zone is __________.
1 1/2 to 4 feet
To be an effective businessperson, you should be selective in sharing personal information,
how?
Avoid talking about health concern, personal relationships, or finance in the office.
All teams, at some point, reach the final phase of team development: performing.
False, some groups never reach the final stage of performing.
Effective teams begin with a purpose, agree on procedures, are able to confront conflict, and
collaborate rather than compete.
True
Decisions by majority generally produce the most team commitment.
False, Consensus usually produces the most team commitment.
What's the problem with consensus?
It's time consuming
At least two hours in advance of a meeting, you should distribute an agenda.
False, at least 2 days in advance
Once around the table" is an effective way to conclude a meeting because it allows everyone to
summarize what was decided happens next
True
When verbal and nonverbal messages conflict, receivers put more faith in the nonverbal
message.
True
As workloads increase and face-to-face meetings decline, bad manners and incivility are
becoming alarmingly common in the American workplace
True
employers are looking for people who are courteous, polite, ______, and well-mannered.
respectful
Workplace listening presents the same challenges as listening in college classes?
False, Listening on the job is more challenging than listening in college classes where
experienced professors present well-organized lectur
Competition among team members leads to harder work and better results.
False, Effective team members collaborate rather than compete.
No one should leave a meeting ubtil participants have discussed every agenda item?
False, meetings should end on time, even if participants have not discussed every agenda
item.
The leader of a virtual meeting should use a positive, enthusiastic , and strong voice?
True, because eye contact and nonverbal cues are not possinle in virtual meetings, positiv,
enthusiast and strong voice helps keep attention
The most accuratre way rto predict a speakers true feelings is to look at his ___.
Eyes
What is the first step is the six step procedure for dealing with conflict within teams?
Listening to understand the problem
What is uptalk?
A singsong speech pattern that has a rising inflection, making sentences sound like
questions.
Should you use uptalk?
No, uptalk sounds unprofessional and should be avoided.
THe method of reaching decision in teams where disccussion continues until all team members
agree is _____.
Consensus
Adverbs in a business report are a ______ message.
Verbal
Critical listening enables you to evaluate what you are hearing?
True
Understanding the other's point of view is the first step in the six step procedure.
False, listening to understand the problem is the first step.
answer
What are Vertical Teams
answer
What are horizontal teams
answer
What are special purpose teams
answer
What are self directed teams
answer
What are global teams
answer