Business And Professional Communication Principles 2nd Edition By Steven A.Beebe -Test Bank

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Business And Professional Communication Principles 2nd Edition By Steven A.Beebe -Test Bank

Chapter Six

 

 

Relating to Others at Work

 

Multiple Choice Questions

 

  • An ongoing connection made with another person through interpersonal communication is referred to as a(n) .
    1. friend
    2. lover
    3. relationship
    4. interpersonal-focused leader Answer: C

Skill: Factual                      Page Ref: 121

 

  • Which of the following best describes the difference between a task-focused leader and a person- focused leader?
    1. The task-focused leader believes that work takes priority over personal relationships, while the person-focused leader places value on getting to know people on a personal level.
    2. The person-focused leader believes that work takes priority over personal relationships, while the task-focused leader places value on getting to know people on a personal level.
    3. The task-focused leader focuses on getting to know people, while the person-focused leader places emphasis on getting the task complet
    4. The task-focused leader has more skills in the technical field, while the person-focused leader is

more skilled in interpersonal skills. Answer: A

Skill: Applied                     Page Ref: 122

 

  • Communication that flows from subordinate to superior is referred to as .
    1. upward communication
    2. downward communication
    3. superior-subordinate communication
    4. boss-employee communication Answer: A

Skill: Factual                      Page Ref: 123

 

  • According to your textbook, “Managing up” is a .
    1. communication strategy used by managers to get the most out of their subordinates
    2. leadership strategy that relies on subordinates creating the manager’s goals
    3. tendency of managers to delegate tasks to subordinates
    4. communication concept in which subordinates identify their manager’s weaknesses and adapt to meet their goal

Answer: D

Skill: Applied                     Page Ref: 123

 

Test Bank for Business and Professional Communication

 

 

  • Which of the following is NOT included as a recommended procedure for communicating up negative information?
    1. Introduce the problem
    2. Discuss resolving the failure
    3. Express guilt
    4. Note positive results of failure Answer: C

Skill: Factual                      Page Ref: 124

 

  • Which of the following characteristics promotes horizontal communication?
    1. Co-workers having authority over each other
    2. Relationships tend to be more person-focused
    3. Strong lines of organizational hierarchy
    4. Downward communication Answer: B

Skill: Conceptual               Page Ref: 125

 

  • According to your textbook, which of the following is NOT a question you should ask before beginning an office romance?
    1. What is the rank of each person?
    2. Will anyone benefit from this relationship?
    3. Are individuals working in the same department?
    4. What happens if the relationship ends? Answer: B

Skill: Applied                     Page Ref: 126

 

  • April is the manager of a local restaurant and she is telling John, a waiter the day’s lunch special

The communication exchange is best described as                               _.

  1. upward communication
  2. downward communication
  3. horizontal communication
  4. vertical communication Answer: B

Skill: Applied                     Page Ref: 126

 

  • Jose is the director of Juan’s department and Juan has came to his office to tell Jose that their current project is over budget. The communication exchange is best described as .
    1. upward communication
    2. downward communication
    3. horizontal communication
    4. vertical communication Answer: A

Skill: Applied                     Page Ref: 126

 

  • Communication that flows from superiors to subordinates is referred to as .
    1. upward communication
    2. downward communication
    3. horizontal communication
    4. vertical communication Answer: B

Skill: Factual                      Page Ref: 126

 

Chapter Six: Relating to Others at Work

 

 

  • Amy’s boss recently assigned her to a new project. However, her boss did not tell her how to do it, did not give any additional help, and did not tell her when the project was du Which important part of management did her boss not effectively practice?
    1. Accountability
    2. Consequences
    3. Delegation
    4. Relate Answer: C

Skill: Applied                     Page Ref: 127

 

  • When a customer service agent is speaking to a customer, what type of communication is occurring?
    1. Upward communication
    2. Downward communication
    3. Horizontal communication
    4. Outward communication Answer: D

Skill: Factual                      Page Ref: 128

 

  • Which of the following elements represent relational conflict?
    1. Expressed struggle, interdependence, perceived incompatible goals, scarce rewards and resources, expressed solution
    2. Perceived problem, expressed anger, scare rewards and resources, expressed solution
    3. Perceived incompatible goals, problem statement, scarce communication, and interference from the other person in achieving his or her goals
    4. Expressed struggle, interdependence, perceived incompatible goals, scarce rewards and resources, and interference from the other person in achieving his or her goals

Answer: D

Skill: Factual                      Page Ref: 129

 

  • Tim and Karla have been working on a project together for the past y Throughout their time together, Karla has tried to take all the credit for their progress and never includes Tim on any communication to their superiors. Which of the following elements of relational conflict is most likely the cause of conflict between Tim and Karla?
    1. Expressed struggle
    2. Perceived problem
    3. Scarce rewards and resources
    4. Interdependence Answer: C

Skill: Applied                     Page Ref: 129

 

  • The way people are perceived to express and manage conflict is called an individual’s

                                     .

  1. conflict style
  2. personality
  3. interdependence
  4. conflict management technique Answer: A

Skill: Factual                      Page Ref: 129

 

Test Bank for Business and Professional Communication

 

 

 

  • According to your textbook a person with high concern for people and high concern for production has a conflict styl
    1. accommodating
    2. collaborating
    3. avoiding
    4. competing Answer: B

Skill: Factual                      Page Ref: 130

 

  • Jose has a hard time getting along with his co-worker Karla. There is obvious tension between the two, but Karla absolutely refuses to acknowledge the conflict. She has told her friends that a problem doesn’t even really exist. Which conflict style is Karla prescribing to?
    1. Accommodating
    2. Collaborating
    3. Avoiding
    4. Competing Answer: C

Skill: Applied                     Page Ref: 131

 

  • Julio is trying to give his ideas during a very important brainstorming meeting; however, he gives in and changes his mind anytime someone challenges his i Which conflict style best describes Julio’s approach to conflict?
    1. Accommodating
    2. Collaborating
    3. Avoiding
    4. Competing Answer: A

Skill: Applied                     Page Ref: 131

 

  • During a one-on-one meeting with one of her competitors, Brenda said “Together, let’s look at the various issues on the table.” This statement best describes which conflict style?
    1. Accommodating
    2. Collaborating
    3. Compromiser
    4. Competing Answer: B

Skill: Applied                     Page Ref: 131

 

  • Meeting someone “halfway” is an example of which conflict style?
    1. Compromising
    2. Collaborating
    3. Avoiding
    4. Competing Answer: A

Skill: Factual                      Page Ref: 131

 

Chapter Six: Relating to Others at Work

 

 

 

  • Adrienne is a manager in the marketing department. Since becoming a manager, she is quickly creating enemi She doesn’t seem to have any regard for the people in her department, and she pushes her solutions to problems regardless of what others think, believe, or feel. Which conflict style does Adrienne most likely prescribe to?
    1. Accommodating
    2. Collaborating
    3. Avoiding
    4. Competing Answer: D

Skill: Applied                     Page Ref: 131

 

  • Which of the following is NOT a suggestion given by your textbook to manage emotions during conflict?
    1. Select a mutually acceptable time and place to discuss the conflict
    2. Monitor the emotional temperature
    3. Be nonverbally responsive
    4. Walk away if it gets too intense Answer: D

Skill: Conceptual               Page Ref: 133

 

  • Using “I” language is given as a recommendation during which stage of the PUGSS model?
    1. Describe the problem
    2. Achieve understanding
    3. Identify goals
    4. Select the best solution Answer: A

Skill: Conceptual               Page Ref: 135

 

  • Letting the other person know what you want and need, as well as finding out what the other person wants and needs is given as a recommendation during which stage of the PUGSS model?
    1. Describe the problem
    2. Achieve understanding
    3. Identify goals
    4. Brainstorm solutions Answer: C

Skill: Factual                      Page Ref: 135

 

  • After you have identified the problem and the goals, what is the next step in the PUGSS model?
    1. Describe the problem
    2. Achieve understanding
    3. Identify goals
    4. Brainstorm solutions Answer: D

Skill: Factual                      Page Ref: 135

 

Test Bank for Business and Professional Communication

 

 

 

  • Rick and Marissa are in a conflict. Rick has just asked, “What do you need to get your job done?” What step in the PUGSS model is in the conflict?
    1. Describe the problem
    2. Achieve understanding
    3. Identify goals
    4. Brainstorm solutions Answer: C

Skill: Applied                     Page Ref: 135

 

  • An exchange of proposals or counterproposals as a means of reaching a satisfactory settlement to a conflict is referred to as .
    1. compromising
    2. negotiation
    3. persuasion
    4. paradigm Answer: B

Skill: Factual                      Page Ref: 139

 

  • The overall approach taken in an exchange of proposals and counterproposals during negotiation of a satisfactory settlement to a conflict is referred to as .
    1. negotiation strategy
    2. paradigm
    3. position
    4. approach Answer: A

Skill: Factual                      Page Ref: 140

 

  • Which statement best represents a paradigm?
    1. Not understanding each other’s positions in a conflict
    2. A worldview
    3. A constant state of confusion
    4. Negotiating strategy Answer: B

Skill: Factual                      Page Ref: 140

 

  • Which statement best describes a win-win approach to negotiation?
    1. Seeking mutual benefit
    2. Uses competition rather than cooperation
    3. Being submissive
    4. If we can’t both win, then let’s not play this game Answer: A

Skill: Conceptual               Page Ref: 142

 

Chapter Six: Relating to Others at Work

 

 

 

  • The statement, “As long as I win, I don’t care if you win or lose” is an example of which approach to negotiation?
    1. Win-win
    2. Win-lose
    3. Win
    4. Win-win or no deal Answer: C

Skill: Applied                     Page Ref: 142

 

  • The statement, “If everyone doesn’t win, then let’s not play this game” is an example of which approach to negotiation?
    1. Win-win
    2. Win-lose
    3. Win
    4. Win-win or no deal Answer: D

Skill: Conceptual               Page Ref: 142

 

  • Courtney is in a negation with another company, before she goes into the meeting she says, “ I will crush them.” Courtney is taking what approach to the negotiations?
    1. Win-win
    2. Win-lose
    3. Win
    4. Win-win or no deal Answer: B

Skill: Applied                     Page Ref: 142

 

  • Focusing on interests, not positions is a skill for .
    1. negotiating win-win solutions
    2. negotiating win solutions
    3. creating a paradigm
    4. negotiating win-lose solutions Answer: A

Skill: Conceptual               Page Ref: 142

 

  • A written description of the responsibilities and requirements of a specific job is referred to as a(n)

                                     .

  1. job role
  2. job description
  3. position
  4. paradigm Answer: B

Skill: Factual                      Page Ref: 143

 

Test Bank for Business and Professional Communication

 

 

 

True/False Questions

 

  • A person’s ability to lead is dependent on his or her ability to develop and maintain constructive relationship

Answer: TRUE

Skill: Conceptual               Page Ref: 122

 

  • Research suggests that there is no correlation between your ability to relate to a manager and your success at work.

Answer: FALSE

Skill: Conceptual               Page Ref: 123

 

  • Teresa is using upward communication when she tells her manager about a project she is working

Answer: TRUE

Skill: Applied                     Page Ref: 123

 

  • Managing up occurs when subordinates first identify their manager’s strengths and weaknesses and preferred working style, and then adapt their communication to meet the needs of their manag Answer: TRUE

Skill: Conceptual               Page Ref: 123

 

  • When communicating a problem to her superior Meghan first gives them the background informati

Meghan is following the proper procedure for communicating negative information according to your textbook.

Answer: FALSE

Skill: Applied                     Page Ref: 124

 

  • Americans spend more time on the job with their co-workers than they do at home with their loved ones.

Answer: TRUE

Skill: Applied                     Page Ref: 125

 

  • Because co-workers usually have equal power, their relationships tend to be more task-focused than person-

Answer: FALSE

Skill: Conceptual               Page Ref: 125

 

  • One important aspect of the horizontal communication that occurs between co-workers is their use of the grapevi

Answer: TRUE

Skill: Conceptual               Page Ref: 125

 

  • Research has shown that between 75 and 95 percent of grapevine information is incorrect.

Answer: FALSE

Skill: Conceptual               Page Ref: 125

 

  • According to your textbook over half of the people researched had experienced and office rom

Answer: FALSE

Skill: Factual                      Page Ref: 125

 

Chapter Six: Relating to Others at Work

 

 

  • Rob and Sara are both managers for different local restaurant Their communication is an example of horizontal communication.

Answer: FALSE

Skill: Applied                     Page Ref: 125

 

  • The DRGRAC method is a tool to help one delegate effectively.

Answer: TRUE

Skill: Factual                      Page Ref: 127

 

  • Outward communication needs to be focused on meeting the needs of the custom

Answer: TRUE

Skill: Factual                      Page Ref: 128

 

  • Customers understand they are one of a number of people seeking assistance from a service provide; therefore customers accept being treated in an impersonal m

Answer: FALSE

Skill: Conceptual               Page Ref: 128

 

  • When communicating with a customer, who is upset, the service provider should not make eye contact or smile because it makes the customer feel intimidat

Answer: FALSE

Skill: Factual                      Page Ref: 128

 

  • Workplace conflict is uncommon, which is why most people struggle to manage conflict effectivel

Answer: FALSE

Skill: Conceptual               Page Ref: 129

 

  • If you have a low concern for people, you are less concerned about meeting others’ needs and more interested in ensuring that your own needs are met.

Answer: TRUE

Skill: Conceptual               Page Ref: 130

 

  • “I’m willing to give this up if you’re willing to give that up” is an example of a statement that someone using a collaborative conflict style might say.

Answer: FALSE

Skill: Applied                     Page Ref: 132

 

  • There are reasons to use each of the different conflict styl

Answer: TRUE

Skill: Conceptual               Page Ref: 133

 

  • According to the textbook, monitoring the emotional temperature is one skill to manage emotions..

Answer: TRUE

Skill: Factual                      Page Ref: 133

 

  • Nonverbally responsive messages have a tendency to defuse or neutralize negative emoti

Answer: TRUE

Skill: Conceptual               Page Ref: 134

 

Test Bank for Business and Professional Communication

 

 

 

  • It is important to evaluate all generated solutions during the “Brainstorm solutions” component of the PUGSS model.

Answer: FALSE

Skill: Factual                      Page Ref: 135

 

  • According to the PUGSS model, if the other person cannot answer the question “Do you know why this is a problem?”, then you should describe the problem in a different way.

Answer: TRUE

Skill: Conceptual               Page Ref: 135

 

  • One advantage of the PUGSS model is that it makes managing and resolving conflict like working through a script.

Answer: TRUE

Skill: Applied                     Page Ref: 135

 

  • “If I’m going down, you’re going down with me” is an example statement of someone using the “lose-lose” negotiation paradigm.

Answer: TRUE

Skill: Applied                     Page Ref: 142

 

Essay Questions

 

  • Define the two types of leaders on the workplace relationship continuum and identify which zone on the continuum is the most effective for leader

 

Answer: The two types of leaders on the workplace relationship continuum are person-focused and task-focused leaders. Person-focused leaders place value on and make a priority of getting to know people on a personal level. Task-focused leaders are on the opposite end of the continuum and believe that work takes priority over personal relationships.  Effective leaders manage both the task and the person dimensions of workplace relationships and operate in the middle zone of the continuum.

Skill: Conceptual               Page Ref: 122

 

  • List the five guidelines for upward communicati

 

Answer: Upward communication should be positive, timely, supportive of current policy, sent directly to the person who can act on it, and should make sense.

Skill: Factual                      Page Ref: 124

 

  • List the eight communication procedures for communicating upward negative information or communicating failures to a boss.

 

Answer: When communicating negative information to your boss, you should adhere to the following eight procedures: introduce the problem, provide background information, tell about the failure, discuss resolving the failure, acknowledge responsibility, note positive results of failure, summarize key points, and thank the manager.

Skill: Factual                      Page Ref: 124

 

Chapter Six: Relating to Others at Work

 

 

  • Rachel is attracted to her coworker Juan. According to your textbook what questions should Rachel consider before she begins this office romance?

 

Answer: Rachel should ask the following three questions:

  • What is the rank of each person involved? If Juan is her superior or subordinate it may cause jealousy and favoritism.
  • Are the individuals working in the same department? If Rachel and John work in the same area or department of the company they may make other workers feel uncomfortabl
  • What happens if the relationship ends? Rachel needs to consider the possible consequence and impact the break up would have on other workers and legal issue associated with the separati

Skill: Applied                     Page Ref: 126

 

  • Identify the components of the DRGRAC method of delegation and discuss the information that should be communicated downward within each component.

 

Answer: The DRGRAC is an acronym that stands for Desired Results, Guidelines, Resources, Accountability, and Consequences.  Superiors can communicate the desired results to their subordinates by describing the project, defining its purpose, detailing the end result, and describing the intended outcomes.  Next, guidelines should be set that include detailed information about the rules for completing the project, as well as feasible deadlines. The resources available to complete the project should be identified, including other personnel who will be involved, if any, and their respective roles. To create accountability, superiors should describe how the employee will be evaluated, establish agreed-on standards of performance and measures of success, describe individual responsibilities, establish metrics of quality, and agree on a date to review progress. Finally, the rewards and consequences of accomplishing the project with the available resources should be discussed.

Skill: Conceptual               Page Ref: 127

 

  • Identify and define the four types of workplace communicati What relationship is each type of communication used with?

 

Answer:

  • Upward communication is communication that flows from subordinates to superiors and is utilized in relationships with manag
  • Horizontal communication is communication between peers and is used in relationships with your co-work
  • Downward communication is communication that flows from superiors to subordinates and is used with those you lea
  • Outward communication is utilized with customers and is the direction of communication that occurs between a service provider and a custom

Skill: Factual                      Page Ref: 129

 

Test Bank for Business and Professional Communication

 

 

  • Describe the Kilmann and Thomas Managerial Grid by discussing the horizontal axis, the vertical axis, the location of each conflict style, and the characteristics of each style based on the axis measurement

 

Answer: The horizontal axis of the Kilmann and Thomas Managerial Grid reflects an individual’s concern for production or tasks, and the vertical axis reflects an individual’s concern for people.

  • The avoiding conflict style is characterized by a low concern for production, a low concern for people, and is therefore in the bottom left corner of the gri
  • An individual with a competing conflict style, the bottom right corner of the grid, has a high concern for production and a low concern for peopl
  • The collaborating conflict style is characterized by a high concern for production, a high concern for people, and is in the top right corner of the gri
  • An individual with an accommodating conflict style, top left corner of the grid, has a low concern for production and a high concern for people.
  • Finally, the compromising conflict style is characterized by a moderate concern for production, a moderate concern for people, and is therefore in the center of the managerial gri

Skill: Conceptual               Page Ref: 130-131

 

  • What is the most commonly preferred conflict style into today’s workplace? Why can you not always use it?

 

Answer: Collaboration is the most preferred conflict style in the workplace because the individuals involved have a high concern for people and a high concern for the task.  This conflict style is not always realistic though depending on the situation. As an effective leader you need to be able to adapt your conflict style to meet the needs of the situation and the other parties involved.

Skill: Conceptual               Page Ref: 131-132

 

  • Identify which conflict style would be the most appropriate to use in each of the following situations:

 

  • John and Mary are arguing about who should take the day off from work to take care of their sick chil John just said “I have an important meeting today and I’m sure my meeting is more important than anything you would do at work.” Instead of responding to John’s comment, Mary decides to walk away and let John cool down and regain his perspective.

 

  • Susan is a member of the sales department at XYZ C and has been called to a monthly meeting to decide the department’s sales strategy for 5 new product launches. Susan has a personal interest in 1 of the 5 new products and would like to see her sales strategy be implemented for this product’s launch.  Even though she does not agree with the strategies being discussed for the other 4 products, Susan has decided to agree with the majority on these product strategies to build social credits for the upcoming discussion of her product.

 

 

 

  • Ted and Dan have been tasked with preparing a proposal for a new advertising client and must pitch their top three ideas to their boss in one hou They have not been able to agree on which ideas to pitch, and they need time to prepare their remarks for each idea. As time is the most crucial factor, they must come to an agreement on the three ideas to pitch now.

Answer: Avoiding style; accommodating style; compromising style Skill: Applied                                          Page Ref: 132

 

Chapter Six: Relating to Others at Work

 

 

  • List the four skills outlined in your book to manage emotions and why they are important.

 

Answer:

  • Select a mutually acceptable time and place to discuss the conflict. By mutually choosing the time and place you can create some privacy, make sure everyone is rested, and no one is rushed for tim
  • Monitor the emotional temperatur By both agreeing to be respectful and taking “time outs” when needed you can allow emotions to subside when they get too heated.
  • Be nonverbally responsive to other Because emotions are conveyed through nonverbal and they have a tendency to “leak” out , it is important to consciously remember to use positive nonverbal cues such as eye contact, forward body lean, and an open body position.
  • Avoid personal attacks, name-calling, profanity, and gunny sacking. By keeping the conflict from going “below-the-belt” both parties can focus on the resolution of the conflict and not get too emotionally charg

Skill: Conceptual               Page Ref: 133-134

 

  • The PUGSS model of conflict management can be used to focus conflict conversation What does PUGSS stand for, and what should be done within each step to ensure that the conflict conversation stays on track?

 

Answer: PUGSS stands for Problem, Understanding, Goals, Solutions, Solution.

  • Problem – Describe the problem. Use descriptive “I” language to describe what the other person is doing that is bothering y
  • Understanding – Make sure the other person understands the problem. To do this, you can have the other person paraphrase what he or she hears you saying to confirm understanding. Additionally, make sure that the person doesn’t deflect the conversation and make the problem about you inst
  • Goals – Identify individual needs, as well as common goal Build on your common goals.
  • Solutions – Withhold all evaluation and generate as many creative solutions as possibl
  • Solution – Select the best solution by evaluating each of the brainstormed solutions and comparing each to the goals you’ve identifie If a solution doesn’t meet the goals of both people, then it’s not the best solution.

Skill: Conceptual               Page Ref: 135

 

  • Describe the six paradigms that guide negotiation and provide characteristics of negotiators that use each paradig

 

Answer: The six paradigms are win-win, win-lose, lose-win, lose-lose, win, and win-win or no deal.

  • Win-win – This negotiation strategy seeks mutual benefit and uses cooperative rather than a competitive approach to finding a soluti People with a win-win paradigm are empathic listeners that try to see and understand the problem from the other person’s perspective. Win-win negotiators are appropriately assertive, that is they make their feelings known without attacking the other person.
  • Win-lose – This negotiating strategy uses competition rather than cooperation in negotiating solutions to problem People acting on the basis of a win-lose paradigm are more concerned with the self than with the other person and his or her needs. Win-lose negotiators are verbally aggressive and are more likely to attack the other person’s character or make demands in order to get their way.

 

Test Bank for Business and Professional Communication

 

 

  • Lose-win – This negotiating strategy is one typically used by someone who is submissive and gives in to the needs of the other person while ignoring his or her own n A person who negotiates on the basis of a lose-win paradigm is a people pleaser.
  • Lose-lose – This approach is a destructive attitude rather than a negotiating strategy and is never recomm People who use this strategy usually don’t have a lot of consideration for the other person and don’t have the courage or assertiveness needed to pursue other alternatives or solutions. People with a lose-lose paradigm envy and criticize others while also putting themselves down.
  • Win – People who approach negotiation with this overall strategy or paradigm only think about what they want and forget that effective negotiation involves at least two peopl Although they don’t actively seek to make others lose, they do whatever it takes to win.
  • Win-win or no deal – With this strategy, both parties agree that the only acceptable solution is going to be a win-win and, if that kind of solution cannot occur, then both parties agree to disagree and terminate all negotiations until a later tim

Skill: Conceptual               Page Ref: 140-141

 

  • Discuss the four skills discussed in your textbook for negotiating win-win solutio

 

Answer:

  • First, separate the people from the problem. When discussing the problem, don’t associate a name with i
  • Second, focus on interests, not positio A position is what each person wants to see in the negotiated outcome.  An interest is a desire, need, concern, or fear. In many situations, interests remain invisible, but the invisible interests are in many ways much more important than people’s positions. When negotiating, look below the surface at what is motivating a particular person’s positions because the motivation is the interest.
  • Third, invent proposals that are mutually beneficial. Generate as many options or proposals as possible that will benefit all individuals in the negotiating process and consider the other side’s perspectiv
  • Fourth, use objective criteria to evaluate proposals. When exchanging proposals and counterproposals, it’s important to have criteria, or acceptable standards, that both sides can use to evaluate the proposal If you don’t know what you’re looking for, you won’t recognize it when you see it.

Skill: Conceptual               Page Ref: 141-142

 

Chapter Seven

 

 

Interviewing Principles and Skills

 

Multiple Choice Questions

 

  • A form of oral interaction structured to achieve a goal is called a(n) .
    1. chatter-box
    2. public speaker
    3. interview
    4. task goal Answer: C

Skill: Factual                      Page Ref: 148

 

  • According to your textbook, the three criteria for an effective interview are .
    1. structured, goal oriented, role directed
    2. unstructured, goal oriented, task directed
    3. structured, task directed, role directed
    4. unstructured, task directed, goal oriented Answer: A

Skill: Factual                      Page Ref: 149

 

  •                                     are focused on, structured conversation whose goal is to seek out important information from another person.
    1. Information-gathering interviews
    2. Persuasive interviews
    3. Reporting interviews
    4. Appraisal interviews Answer: A

Skill: Factual                      Page Ref: 149

 

  • Which example best illustrates an appraisal interview?
    1. A reporter interviewing a magazine’s editor
    2. A salesperson trying to convince a customer to buy his or her product
    3. A supervisor shares information with an employee about his or her job performance
    4. An employer interviewing a potential job candidate Answer: C

Skill: Applied                     Page Ref: 149

 

  • A structured conversation intended to influence a person’s attitudes, beliefs, or behaviors is called a(n) .
    1. persuasive interview
    2. unstructured interview
    3. information-sharing interview
    4. information-gathering interview Answer: A

Skill: Factual                      Page Ref: 149

 

Test Bank for Business and Professional Communication

 

 

  • When in an interview, the primary difference between a task goal and a relational goal is that

                                     .

  1. relational goals include asking and answering questions in a clear, concise, and thoughtful manner, while task goals seek to be seen as interpersonally attractive
  2. relational goals include using interpersonal skills so as to seem interpersonally attractive, while task goals include asking and answering questions in a clear, concise, and thoughtful manner
  3. task goals include asking and answering questions in a clear, concise, and thoughtful manner,

while relational goals seek to acquire and convey appropriate information

  1. task goals are goal-oriented, while relational goals are task-oriented Answer: B

Skill: Conceptual               Page Ref: 150

 

  • Asking thoughtful questions of the interviewer that reveal your knowledge of the organization and understanding of the organization’s needs is an example of a(n) .
    1. relational goal
    2. secondary goal
    3. task goal
    4. personal goal Answer: C

Skill: Applied                     Page Ref: 150

 

  • During her interview Val demonstrates her ability to listen carefully, self disclose appropriately, and resolve conflict while also appearing open and approachable by the way she answers the questions she is ask By using these skills she is meeting her                                          .
    1. relational goal
    2. secondary goal
    3. task goal
    4. personal goal Answer: A

Skill: Applied                     Page Ref: 150

 

  • When seeking to identify the appropriate person for an interview, which of the following is NOT a suggestion given by the book?
    1. Consult professional organizations and membership directories
    2. Use your instructors
    3. Call the organization directly
    4. Show up at the organization and simply ask someone who you should talk to Answer: D

Skill: Conceptual               Page Ref: 150-151

 

  • Which of the following is NOT true when arranging the physical setting for an interview?
    1. Sitting behind a desk communicates power, status, and formality.
    2. Sitting face-to-face at a small table communicates equality, accessibility, and informality.
    3. Sitting on the opposite side of a long and wide conference table communicates informality, comfort, and equality.
    4. Sitting side-by-side makes it hard to see each other.

Answer: C

Skill: Factual                      Page Ref: 151

 

Chapter Seven: Interviewing Principles and Skills

 

 

 

  • A scripted interview that uses a set of standard questions that are asked of every person who is interviewed is referred to as a(n) .
    1. unstructured interview
    2. structured interview
    3. moderately-structured interview
    4. uniquely-structured interview Answer: B

Skill: Factual                      Page Ref: 153

 

  • An interview type that is unscripted and does not include a standard set of questions is called a(n)

                                     .

  1. structured interview
  2. unstructured interview
  3. moderately structured interview
  4. uniquely structured interview Answer: B

Skill: Factual                       Page Ref: 153

 

  • Jose is conducting research in his company’s latest product. He wants to get a large number of people’s opinions on the same topics, but leave room to expand on and probe certain topics if he needs to during the interview. Jose should utilize a(n) .
    1. structured interview
    2. unstructured interview
    3. moderately structured interview
    4. uniquely structured interview Answer: C

Skill: Applied                      Page Ref: 153

 

  • Before the interview, Mike decides to develop questions around employment related topics such as job skills, prior work experiences, career path, and goal According to your textbook, what aspect of “Structuring the Interview” is Mike conducting?
    1. Identify interview topics
    2. Write interview questions
    3. Sequence interview questions
    4. Conduct post-interview assessment Answer: A

Skill: Applied                     Page Ref: 154

 

  • A standard theme that is explored with a particular category of questions that are asked during an interview is called a(n) .
    1. interview theme
    2. interview topic
    3. interviewee theme
    4. structured interview Answer: B

Skill: Factual                      Page Ref: 154

 

Test Bank for Business and Professional Communication

 

 

 

  • “How do you lead?” is an example of a(n) .
    1. closed question
    2. hypothetical question
    3. leading question
    4. open question Answer: A

Skill: Applied                     Page Ref: 155

 

  • Asking a respondent to discuss what they consider to be important is a .
    1. question of value
    2. question of policy
    3. question of process
    4. question of fact Answer: A

Skill: Factual                      Page Ref: 155

 

  • Asking a respondent to talk about how they might do something is a .
    1. question of value
    2. question of policy
    3. question of process
    4. question of fact Answer: C

Skill: Factual                      Page Ref: 155

 

  •                          limits the possible range of responses and requires a simple, direct, and brief answ
    1. Closed questions
    2. Probing questions
    3. Leading questions
    4. Open questions Answer: A

Skill: Factual                      Page Ref: 155

 

  • During an interview with the CEO of a large organization, the interviewer asks, “You believe a coworker is stealing from the company, but are not certai What would you do?” This is an example of which type of interview question?
    1. Open question
    2. Closed question
    3. Probing question
    4. Hypothetical question Answer: D

Skill: Applied                     Page Ref: 156

 

Chapter Seven: Interviewing Principles and Skills

 

 

 

  • An interview question that encourages the interviewee to clarify or elaborate on partial or superficial responses and that usually directs the discussion in a particular direction is referred to as a(n)

                                     .

  1. open question
  2. closed question
  3. hypothetical question
  4. probing question Answer: D

Skill: Factual                      Page Ref: 156

 

  • When finishing an interview with a potential client, the interviewer asks, “Is there anything else that you would like to add about this issue?” This is an example of which type of interview question?
    1. Open question
    2. Hypothetical question
    3. Clearinghouse probe
    4. Closed question Answer: C

Skill: Applied                     Page Ref: 156

 

  • A guide that lists all of the questions and follow-up probes to be used in an interview so that the interviewer can sequence questions is called an .
    1. interview guide
    2. interview schedule
    3. interview calendar
    4. interview sequence Answer: B

Skill: Factual                      Page Ref: 157

 

  • A questioning technique that begins with broad, open questions and proceeds towards more closed questions is called a(n) .
    1. funnel sequence
    2. inverted funnel sequence
    3. tunnel sequence
    4. inverted tunnel sequence Answer: A

Skill: Factual                      Page Ref: 157

 

  • During an interview with a potential candidate, Marty begins his line of questioning with questions that only require a yes or no response. He then moves to questions that are more broad and unstructur Marty is using which type of interview sequence?
    1. Funnel sequence
    2. Inverted funnel sequence
    3. Tunnel sequence
    4. Inverted tunnel sequence Answer: B

Skill: Applied                     Page Ref: 158

 

Test Bank for Business and Professional Communication

 

 

 

  • Which of the following statements represents the primary difference between a relational and task message?
    1. Task messages focus on establishing relationships, while relational messages focus on the content

of the interview.

  1. Task messages focus on establishing relationships, while relational messages focus on building rapport.
  2. Task messages focus on the content of the interview, while relational messages include messages about how the interview will be structu
  3. Task messages focus on the content of the interview, while relational messages focus on establishing relationship

Answer: D

Skill: Applied                     Page Ref: 160

 

  • According to your textbook, which of the following three skills are needed to open an interview effectively?
    1. Make a positive first impression, establish rapport, clarify interview goals
    2. Make a positive first impression, clarify interview goals, end interview effectively
    3. Establish rapport, establish power, clarify interview goals
    4. Establish rapport, establish power, make a positive first impression Answer: A

Skill: Factual                      Page Ref: 160-161

 

  • Being on time, appropriately dressed, and using a firm handshake are all suggestions given by your textbook in order to .
    1. make a positive first impression
    2. establish rapport
    3. clarify interview goals
    4. establish power Answer: A

Skill: Conceptual               Page Ref: 160

 

  • According to your textbook, the interviewee is responsible for what three important tasks?
    1. Controlling the breadth and depth, listening actively, and keeping the interview focused
    2. Listening actively, providing thoughtful and clear responses, and asking appropriate questions
    3. Listening actively, keeping the interview focused, and asking appropriate questions
    4. Controlling the breadth and depth, providing thoughtful and clear responses, and asking appropriate questions

Answer: B

Skill: Factual                      Page Ref: 161-162

 

Chapter Seven: Interviewing Principles and Skills

 

 

 

  • According to your textbook, what are the four required tasks for closing an interview?
    1. Summarize the interview, encourage friendly relations, discuss the next step, exchange thank you’s.
    2. Summarize the interview, encourage friendly relations, schedule next interview, discuss next step
    3. Discuss next step, exchange a thank you, summarize the interview, schedule next interview
    4. Summarize the interview, discuss nest steps, encourage friendly relations, introduce interviewee to other department employees

Answer: A

Skill: Factual                      Page Ref: 163

 

  • According to your textbook, which of the following suggestions should NOT be followed when responding to interview questions?
    1. Answer immediately without any silence to show you are prepare
    2. Ask a clarifying question if you are confus
    3. Provide a thoughtful and concise respon
    4. Take a few moments to reflect on the questi Answer: A

Skill: Factual                      Page Ref: 163

 

  • Which of the following is NOT one of the basic ethical principles of interviewing?
    1. Don’t manipulate the other perso
    2. Establish power immediately.
    3. Don’t restrict the other person’s choices or answers to question
    4. Don’t convey false or misleading information to the other perso Answer: B

Skill: Factual                      Page Ref: 164

 

  • Rhonda just answered her front door and notices a man holding a variety of cleaning product He begins asking questions such as “I assume that your carpet is not as clean as it could be?” and “Is it safe to say that you would love for your carpet to be completely spotless?” These types of questions are considered   _.
    1. unlawful questions
    2. probing questions
    3. closed questions
    4. leading questions Answer: D

Skill: Applied                     Page Ref: 165

 

  • Which of the following questions would be considered unlawful?
    1. “How is your previous employment experience relevant to this position?”
    2. “Are you a member of any clubs or associations that are relevant to this position?”
    3. “Are you willing to relocate?”
    4. “Are you a citizen of the United States?” Answer: D

Skill: Applied                     Page Ref: 166

 

Test Bank for Business and Professional Communication

 

 

  • The ethical principle that requires interviewers to keep information disclosed during an interview private is called .
    1. professionalism
    2. ethics
    3. confidentiality
    4. value policy Answer: C

Skill: Factual                      Page Ref: 166

 

True/False Questions

 

  • By definition, an interview can only include two peopl

Answer: FALSE

Skill: Factual                      Page Ref: 149

 

  • An effective interview meets four criteria: structured, goal oriented, interesting, and role direct

Answer: FALSE

Skill: Factual                      Page Ref: 149

 

  • A car sales representative that is asking a customer questions about their driving habits and needs is conducting a persuasive interview.

Answer: TRUE

Skill: Applied                     Page Ref: 149

 

  • The first step when preparing for an interview is to identify the interview goal.

Answer: TRUE

Skill: Factual                      Page Ref: 150

 

  • Bill wants to communicate equality, accessibility, and informality during the interview, so he should sit behind his large des

Answer: FALSE

Skill: Applied                     Page Ref: 151

 

  • According to your textbook using personal contacts within a company to identify the appropriate person to interview is an effective strategy.

Answer: TRUE

Skill: Factual                      Page Ref: 151

 

  • An advantage of a structured interview is that it ensures that all interviewee’s are treated in a consistent manne

Answer: TRUE

Skill: Conceptual               Page Ref: 153

 

  • Conducting an unstructured interview requires more skill on the part of the interview

Answer: TRUE

Skill: Conceptual               Page Ref: 153

 

  • Questions of value ask respondents to talk about how they might do something.

Answer: FALSE

Skill: Factual                      Page Ref: 155

 

Chapter Seven: Interviewing Principles and Skills

 

 

 

  • Asking the interviewee, “What are you looking for in a company?” is an example of an open questi

Answer: TRUE

Skill: Applied                     Page Ref: 155

 

  • Closed questions restrict the interviewee’s freedom to express personal views or elaborate on response

Answer: TRUE

Skill: Conceptual               Page Ref: 155

 

  • The question “You are experiencing conflict with one of your co-work How do you handle the situation?” is an example of a clearinghouse probe.

Answer: FALSE

Skill: Applied                     Page Ref: 156

 

  • Using the funnel sequence encourages the interviewee to answer questions quickly.

Answer: FALSE

Skill: Conceptual               Page Ref: 158

 

  • When using the tunnel sequence, the interviewer is interested in the depth of responses rather than the breadt

Answer: FALSE

Skill: Conceptual               Page Ref: 158

 

  • Interview openings are usually more focused on task messages than on relational messag

Answer: FALSE

Skill: Conceptual               Page Ref: 160

 

  • The interviewee is responsible for controlling the breadth and depth of questioning.

Answer: FALSE

Skill: Factual                      Page Ref: 161

 

  • Interviewers evaluate what you say, but do not concern themselves with how you say it.

Answer: FALSE

Skill: Conceptual               Page Ref: 162

 

  • Closing the interview tends to focus more on relational rather than task-related messag

Answer: TRUE

Skill: Conceptual               Page Ref: 162

 

  • An interviewee should never ask a clarifying question because it indicates they were not listening.

Answer: FALSE

Skill: Conceptual               Page Ref: 162

 

  • Ii is only the interviewer’s role to listen actively.

Answer: FALSE

Skill: Conceptual               Page Ref: 163

 

Test Bank for Business and Professional Communication

 

 

 

  • One way to avoid manipulating the interviewee is to state clearly and in advance what you, as the interviewer, need and want from the interview

Answer: TRUE

Skill: Conceptual               Page Ref: 165

 

  • Ethical interviewing occurs when interviewers equalize power by allowing interviewees the freedom to respond without the threat of negative consequence

Answer: TRUE

Skill: Conceptual               Page Ref: 165

 

  • During an interview Glen was asked, “Are you legally authorized to work in the United States?” This was an unlawful questio

Answer: FALSE

Skill: Applied                     Page Ref: 166

 

  • Asking if the interviewee is married is an unlawful questi

Answer: TRUE

Skill: Factual                      Page Ref: 166

 

  • One of the ways we detect deception during an interview is when verbal and nonverbal messages do not mat

Answer: TRUE

Skill: Conceptual               Page Ref: 167

 

Essay Questions

 

  • List and describe the goal of the four types of interviews discussed in your textbook.

 

Answer:

  • An information-gathering interview is a focused, structured conversation with the goal of seeking out important information from another pe
  • A job interview is conducted to assess the qualifications and skills of a person for employment.
  • Appraisial interviews are a conversation a supervisor or employer has with their employee about his or her job perform
  • Persuasive interviews are conducted to gain information about an individual to help influence the person’s attitude, beliefs, or acti

Skill: Factual                      Page Ref: 149

 

  • List the three criteria an effective interview must meet?.

 

Answer:

  • The interview must be structure
  • The interview should be goal oriente
  • The interview should be role direct Skill: Factual Page Ref: 149

 

Chapter Seven: Interviewing Principles and Skills

 

 

  • Define task and relational goals and provide an example of e

 

Answer:

  • Task goals in an interview are asking and answering questions in a clear, concise, and thoughtful manner in order to convey appropriate informati An example of a task goal is to ask thoughtful questions of the interviewer that reveal your knowledge of the organization and your understanding of the organization’s needs.
  • Relational goals in an interview use interpersonal skills to be perceived as attractive and credibl

An example of a relational goal is to demonstrate your ability to listen carefully, self-disclose appropriately, and resolve conflict constructively, while appearing open and approachable.

Skill: Applied                     Page Ref: 150

 

  • List and describe the three skills needed to effectively prepare for an interview.

 

Answer:

  • The first skill needed to effectively prepare for an interview is to identify the interview goal. The primary interview goal of an information gathering interview is to seek out informati The primary goal of a job interview is to assess the person’s skills for employment or to obtain employment.  The goal of performance appraisal interviews is to share information with an employee about job performance.  The primary goal of a persuasive interview is to influence a person’s attitudes, beliefs, and behaviors.
  • The second skill is to identify the appropriate person for the interview. Identify the person who has the information needed or the person who makes decisions by consulting professional organizations, websites, personal contacts, and network
  • The third skill needed to prepare for an interview is to arrange the interview by scheduling time, identifying the location, and arranging the physical setting. Determine how much time is needed, inform the other person of the time commitment, identify an appropriate place for the interview by determining the level of privacy needed, and ensure that the physical arrangement of the interview location communicates the level of power, status, and formality desired.

Skill: Conceptual               Page Ref: 150-151

 

  • Describe the four suggestions your textbook gives for finding the appropriate person to interview.

 

Answer:

  • You can look at professional organizations and membership directories to find people who are knowledgeable in specific a
  • By looking at the organization’s website you can find out important information about individuals in position of power and biographies to conduct more effective interview
  • Utilizing primary and secondary networks such as personal contacts and acquaintances can help identify people who are respected within a field or organizati An individual you know may also be able to provide an introduction to the person you are seeking to interview.
  • College and university instructors are a great resource for determining appropriate people to interview, especially if the interview is for a class project or in their area of their expertis
  • A final method is to just call the organization directly and ask the receptionis Skill: Conceptual Page Ref: 150-151

 

  • Explain the importance of appropriately arranging the physical setting of an interview.

 

Answer: The physical setting of an interview is important because how the furniture is arranged for an interview communicates how the interview is going to take place and influences the tone of the

 

Test Bank for Business and Professional Communication

 

 

interview.  For example, when interviewers sit behind their desks, they communicate power, status, and formality. When interviewers sit face to face with interviewees at a small table, they communicate equality, accessibility, and informality.

Skill: Conceptual               Page Ref: 151

 

  • List and describe the three different interview structur

 

Answer: The three different interview structures are structured interviews, unstructured interviews, and moderately structured interviews.

  • A structured interview is a scripted interview that uses a set of standard questions that are asked of every person who is interview These types of interviews ensure that all interviewees are treated in a consistent manner, they usually take less time, they are easier for the interviewer to control, and it is easier to compare interviewee answers. The disadvantage to a structured interview is that interviewers have no flexibility to follow up or probe interviewees’ comments that may reveal important information.
  • An unstructured interview is an unscripted interview that is unique to the individual being questioned that does not include a standard set of questi Although unstructured interviews are usually more difficult to control, require more skill on the part of the interviewer, and take more time to complete, they often reveal valuable information that allows interviewers to reach their goals.
  • A moderately structured interview is an interview that includes some scripted questions but allows the interviewer the flexibility to deviate from the script. Most interviews fall into this structure and include elements of both structured and unstructured interview

Skill: Factual                      Page Ref: 153

 

  • List, define, and provide an example of each of the four different types of probing question

 

Answer: The four types of probes are a nudging probe, a clearinghouse probe, an informational probe, and a reflective probe.

  • A nudging probe encourages the respondent to continue responding to the questio The nudging probe is usually a single word such as “Go Ahead” or “And then”.
  • A clearinghouse probe is used when interviewers want to make sure that they have exhausted the questioning on a particular topi For example, “Is there anything that we have not covered that you consider important?”
  • An informational probe is used when an interviewer wants the interviewee to elaborate on a response to a questi For example, “How did you respond to that situation?”
  • Finally, a reflective probe is used when an interviewer wants to ensure that he or she understands the interviewee’s response to a question or a series of question For example, “Are you saying that…?”

Skill: Applied                     Page Ref: 156

 

Chapter Seven: Interviewing Principles and Skills

 

 

 

  • Define each of the three basic interview sequences and describe the reason for using each sequenc

 

Answer: The three basic interview sequences are the funnel sequence, the inverted funnel sequence, and the tunnel sequence.

  • The funnel sequence is a questioning sequence that begins with broad, open questions and proceeds toward more closed questi This sequence allows interviewees to express restrictions, views, and feelings without restrictions early in the interview.
  • The inverted funnel sequence is a questioning sequence that begins with closed questions and proceeds to more open question This sequence encourages interviewees to answer questions quickly so as to “jump start” the interview.
  • The tunnel sequence is a questioning sequence that uses a combination of open and closed questions to gather a large amount of information in a short amount of tim It allows interviewers to gather a loft of information in a limited amount of time.

Skill: Conceptual               Page Ref: 157-158

 

  • Describe the various behaviors that are recommended in order to make a positive first impressio

 

Answer: In order to make a positive first impression, the interviewee should be on time, be appropriately dressed, and use a firm handshake.  A firm handshake is associated with positive personality and communication traits, whereas a limp handshake is associated with negative personality and communication traits.

Skill: Factual                      Page Ref 160

 

  • Describe the interviewer’s role and the interviewee’s role in processing the body of the interview.

 

Answer: The interviewer is responsible for processing the body of the interview by accomplishing several communication tasks. The interviewer should listen actively to the interviewee by paying attention not only to what interviewees say but also to how they say it. The interviewer is also responsible for keeping the interview focused by controlling the breadth and depth of the questioning. The interviewer should keep a record of the interview by either recording the conversation or by taking notes.  Finally, the interviewer should answer the interviewee’s questions and keep the interview on schedule. The interviewee is responsible for processing the body of the interview by accomplishing three important tasks. The first is to listen actively.  Interviewees also need to provide thoughtful and clear responses.  Finally, it’s also important for interviewees to ask appropriate questions.

Skill: Conceptual               Page Ref: 161

 

  • Describe the interviewee’s role and the interviewee’s role in processing the body of the interview.

 

Answer: The interviewer is responsible for processing the body of the interview by accomplishing three communication tasks: listening actively, provide thoughtful and clear responses, and ask appropriate questions. First, to listen actively the interviewee should use the skills discussed earlier in the textbook, including: stop, look, and listen. Secondly, the interviewee should give thoughtful and clear responses. This may mean asking a clarifying question or taking a moment to create a well developed answer.  Finally, the interviewee should ask appropriate questions. Asking the interviewer well thought out questions can help the interviewee reach their goal.

Skill: Conceptual               Page Ref: 162

 

Test Bank for Business and Professional Communication

 

 

  • Describe and provide an example for the six responsibilities that an interviewer must follow to be an ethical interviewer?

 

Answer: The six responsibilities that an interviewer must follow in order to be an ethical interviewer are to state your purpose in advance, allow the interviewee to make responses that are not coerced, ask unbiased questions, avoid unlawful questions, convey honest, accurate information, and respect confidentiality.

  • State your purpose in advance – One way to avoid manipulating the interviewee is to state clearly and in advance what you, as the interviewer, need and want from the interview For example, a door-to-door carpet cleaner salesman should state his name, the company he represents, and the purpose for his visit to more ethically sell his product as opposed to immediately delving into a persuasive appeal.
  • Allow the interviewee to make responses that are not coerced – Because there is a power differential in many interview situations, it is important for the interviewer to avoid coercing or influencing the interviewee to answer a question he or she would prefer not to answ For example, asking an employee about another employee’s performance is unethical. A more ethical approach would be to ask whether other employees’ job performance affects your job performance.
  • Ask unbiased questions – Refrain from using biased or leading questions that suggest implicitly and sometimes even explicitly the expected or desired answ For example, “I’m assuming that you’re willing to relocate, is that correct?” is a leading question and can instead be asked “If this job were to require relocation, how willing would you be to do so on a scale of 1 to 10?”
  • Avoid unlawful questions – Certain topics should not be addressed during an interview, such as age, religion, marital status, race, sexual orientation, national origin/ethnicity/ancestry, citizenship, disabled or handicapped status, arrest information, and wage garnishment.
  • Convey honest, accurate information – To make sure that interviewees can make decisions that are in their best interests, it’s important to be honest about the information you present and to avoid intentionally withholding informati For example, a candidate during an interview asks when the position is going to be filled. The interviewer, knowing that the position has not been approved by the VP of Human Resources, says “We hope to extend an offer soon”. This statement is misleading because the interviewer is intentionally withholding important information.
  • Respect confidentiality – The principle of confidentiality requires interviewers to keep the information disclosed during an interview privat For example, during an interview, a job candidate mentions that he is interested in transferring to another department because of poor management in his current department. It would be unethical for the interviewer to share this information with the employee’s manager.

Skill: Applied                     Page Ref: 164-167