31) When nonverbal signals reinforce your words ________. A) listeners remember what you say better.

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31) When nonverbal signals
reinforce your words ________.
A) listeners remember what you
say better
B) your audience will not have
confidence in your words
C) your nonverbal communication
carries less weight than your words
D) you undermine your persuasiveness
E) your cues conflict with your

32) Your audience will be more
likely to remember what you say in which of the following situations?
A) smiling as you reveal the declining
sales figures
B) frowning while you explain
that this is a serious matter
C) pacing as you ensure your
audience that there is no cause for alarm
D) sounding hesitant as you
describe the reorganization plan
E) continuing to stare at your
computer while you agree to help a coworker

33) At a job interview, Dara
speaks confidently and enthusiastically about her prior experience. With a
smile on her face, she leans forward in her chair while speaking, as does her
interviewer. Dara’s nonverbal communication ________.
A) conflicts with her message
B) will make her audience
perceive her as arrogant and aggressive
C) increases her chances of
getting a positive response
D) undermines her persuasiveness
E) will make it more likely that
her audience will forget what she said

34) Use of which of the following
specific types of language is recommended as a strategy for productive
A) unambiguous language
B) biased language
C) accusatory language
D) trigger words
E) provocative questions

35) Miranda, you spend so much
time cleaning up the messes that your department makes, so maybe you can help
us figure out how to fix our problem.
Which of the following best
revises the statement above in unbiased language?
A) Miranda, please tell us what
you’d do if your department was responsible for this mess.
B) Miranda has the most
experience with these issues, since her department makes the most mistakes.
Miranda, how would you handle this?
C) Miranda, you’re an old hand at
cleaning up other people’s messes, so maybe you’ll share the wisdom of your
experience with us.
D) Miranda, you have a lot of
experience with damage control, so maybe you can tell us how you’d handle our
E) Miranda, can you give us a
crash course in how to fix this disaster?

36) Your assessment of this data
is just plain wrong.
Which of the following best
rephrases the statement above, avoiding langauge that will trigger a negative
A) You didn’t do such a good job
analyzing this data.
B) I interpreted this data
C) I think you are way off base
D) I’m afraid that your
assessment of this data leaves much to be desired.
E) I respectfully state that you
missed the point.

37) Which of the following
statements regarding “I” language is true?
A) “I” language focuses
on how you respond to or feel about the other person’s behavior.
B) “I” language is
accusatory and assigns blame.
C) “I” language is
egotistical, and discourages dialogue with the other person.
D) You shouldn’t start a sentence
with “I,” as this will make your audience think that you are
E) A sentence that starts with
“you” cannot be complimentary.

38) Which of the following is
LEAST likely to trigger an emotional response?
A) No one around here ever
listens to me.
B) I never feel that you hear
what I am saying.
C) You always have to get the
last word in.
D) I don’t feel as though my
concerns are being heard.
E) Why don’t you ever let me

39) According to the advice of the Chairman, CEO,
and president of Yum Brands, which of the following does the best job of
phrasing a negative comment positively?
A) You don’t have an eye for
detail, but you really do have a great sense of the big picture.
B) You do a good job at
visualizing the big picture, and you’d be even more effective if you improved
your attention to detail.
C) I don’t know anyone better
than you at seeing the big picture, but you could really stand to improve your
attention to detail.
D) You need to improve your
attention to detail, but you’re already wonderful at seeing the big picture.
E) Please don’t take this the
wrong way, but you’d be more effective if you paid more attention to detail.

40) Gender specific communication
styles ________.
A) may lead listeners to draw
incorrect judgments about a speaker based on his or her style
B) use different labels for each
gender, i.e., calling a woman a “chairperson” and a man a
C) involve the use of sexist
language like “manpower,” “businessman,” and
D) cause problems in business
communication that are unforeseeable and therefore unavoidable
E) include male speakers’
frequent use of hedges, hesitations, and tag questions


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