Question 1

Rapport-building questions are intended to:

Accepted Answer

A)  analyze business problems from every angle.
B)  create bonds between people.
C)  increasingly deconstruct a business issue.
D)  find contradictions in what others have said or done.
E)  guide people to your way of thinking.F) A) and E)
G) A) and C)

Question 2

Which of the following statements is true of attention spans?

Accepted Answer

A)  Almost all people have long attention spans.
B)  People with high emotional intelligence have short attention spans.
C)  People can improve their attention spans with conscious, consistent effort.
D)  Good managers have short attention spans.
E)  Patience and span of attention are unrelated to each other.F) All of the above
G) D) and E)

Question 3

Which of the following statements about learner mind-sets is true?

Accepted Answer

A)  People with learner mind-sets are not open to finding common ground during disagreements.
B)  People with learner mind-sets ascribe negative traits to people who disagree with them.
C)  People with learner mind-sets have their minds made up before listening to other peoples' perspectives and experiences.
D)  People with learner mind-sets believe that difference of opinion leads to the resolution of problems.
E)  People with learner mind-sets view difference of opinion as unnatural and undesirable.F) None of the above
G) A) and E)

Question 4

Probing questions are opinions presented in question form.

Accepted Answer

A) True 
 B)False

Question 5

When developing an agenda to address high-priority items, items of least importance must be placed near the beginning of the agenda.

Accepted Answer

A) True 
 B)False

Question 6

The minutes of a meeting serve as a record of what a team has accomplished.

Accepted Answer

A) True 
 B)False

Question 7

_____ is a process by which professionals accept critique of their ideas without taking it personally and becoming defensive.

Accepted Answer

A)  Consolidation
B)  Association
C)  Disassociation
D)  Deflection
E)  ReflectionF) B) and E)
G) A) and B)

Question 8

Effective teams build a work culture around values, norms, and goals.At which stage of team development does a team's work culture lead to high productivity?

Accepted Answer

A)  Norming
B)  Forming
C)  Performing
D)  Storming
E)  BrainstormingF) A) and B)
G) A) and C)

Question 9

Which of the following is the role of a facilitator?

Accepted Answer

A)  Keeping the meeting's minutes
B)  Ensuring fair discussion of each agenda item in a meeting
C)  Discouraging debate and dissent
D)  Steering conversations toward predetermined conclusions
E)  Presenting counter arguments to ideas or suggestionsF) B) and D)
G) All of the above

Question 10

Why is disagreeing diplomatically an important component of managing difficult conversations?

Accepted Answer

Difficult conversations involve differen...

Question 11

Which of the following statements describes people with learner mind-sets?

Accepted Answer

A)  They view disagreements rigidly.
B)  They refuse to compromise on their views.
C)  They are open to hearing the ideas of other people.
D)  They believe that they are always right.
E)  They believe that disagreements hinder personal growth.F) A) and B)
G) C) and E)

Question 12

Holding judgment is a commitment to:

Accepted Answer

A)  work by inflexible rules.
B)  listen completely to a person before reacting.
C)  steer conversations toward predetermined conclusions.
D)  lead people to your way of thinking.
E)  approach conversations with a judger mind-set.F) None of the above
G) A) and B)

Question 13

"Me too" statements are a type of listening behavior.

Accepted Answer

A) True 
 B)False

Question 14

_____ is the component of active listening which includes both double-checking that you understand the perspectives of others and asking them to elaborate and qualify their thoughts.

Accepted Answer

A)  Clarifying
B)  Reflecting
C)  Introspecting
D)  Sharing
E)  MeditatingF) D) and E)
G) B) and C)

Question 15

People with judger mind-sets:

Accepted Answer

A)  are open to finding common ground during conflicts.
B)  ascribe negative traits to others and label them in undesirable terms.
C)  empathize with other people easily.
D)  prefer to react only after they've heard other people out fully.
E)  view disagreements as healthy and normal.F) C) and E)
G) B) and E)

Question 16

Which of the following is true of probing questions?

Accepted Answer

A)  They ensure that no explanation is overlooked, thus leading to a reliable understanding of the problem.
B)  They gradually ease people into conversations about shared business interests.
C)  They are opinions presented in question form and are used to point out flaws.
D)  They steer conversations toward predetermined conclusions.
E)  They tend to be casual and social and avoid divisive or offensive topics.F) A) and B)
G) C) and D)

Question 17

_____ is the component of active listening in which nonverbal communication plays a vital role.

Accepted Answer

A)  Reflection
B)  Retrospection
C)  Paying attention
D)  Meditation
E)  ClarificationF) B) and E)
G) A) and B)

Question 18

Reflecting is the component of active listening which entails:

Accepted Answer

A)  active nonverbal communication.
B)  approaching conversations with a judger mind-set.
C)  making sure you understand others by frequently paraphrasing what you're hearing.
D)  agreeing with everything you hear to ensure goodwill and harmony.
E)  expressing your own perspectives and feelings for the benefit of your colleagues.F) B) and D)
G) A) and D)

Question 19

Explain, with examples, the following components of active listening: reflecting and clarifying.

Accepted Answer

Active listening requires that you refle...

Question 20

Which of the following communication trends is considered a barrier to effective listening?

Accepted Answer

A)  Giving employees advice only if necessary or when requested
B)  Rarely using the either/or approach
C)  Relying excessively on the use of communication technology
D)  Approaching conversations with a learner mind-set
E)  Not taking silence to imply acceptance or agreementF) A) and B)
G) A) and C)

Exam 3: Team Communication and Difficult Conversations

Reflecting is the component of active listening which entails:

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"Me too" statements are a type of listening behavior.

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Rapport-building questions are intended to:

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Effective teams build a work culture around values, norms, and goals.At which stage of team development does a team's work culture lead to high productivity?

Correct AnswerverifiedShow Answer

Explain, with examples, the following components of active listening: reflecting and clarifying.

Correct AnswerverifiedActive listening requires that you refle...View AnswerShow Answer

_____ is the component of active listening in which nonverbal communication plays a vital role.

Correct AnswerverifiedShow Answer

Which of the following statements describes people with learner mind-sets?

Correct AnswerverifiedShow Answer

Why is disagreeing diplomatically an important component of managing difficult conversations?

Correct AnswerverifiedDifficult conversations involve differen...View AnswerShow Answer

Which of the following statements is true of attention spans?

Correct AnswerverifiedShow Answer

Which of the following communication trends is considered a barrier to effective listening?

Correct AnswerverifiedShow Answer

Which of the following is the role of a facilitator?

Correct AnswerverifiedShow Answer

_____ is a process by which professionals accept critique of their ideas without taking it personally and becoming defensive.

Correct AnswerverifiedShow Answer

Holding judgment is a commitment to:

Correct AnswerverifiedShow Answer

Probing questions are opinions presented in question form.

Correct AnswerverifiedShow Answer

_____ is the component of active listening which includes both double-checking that you understand the perspectives of others and asking them to elaborate and qualify their thoughts.

Correct AnswerverifiedShow Answer

People with judger mind-sets:

Correct AnswerverifiedShow Answer

Which of the following is true of probing questions?

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Which of the following statements about learner mind-sets is true?

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When developing an agenda to address high-priority items, items of least importance must be placed near the beginning of the agenda.

Correct AnswerverifiedShow Answer

The minutes of a meeting serve as a record of what a team has accomplished.

Correct AnswerverifiedShow Answer

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Active listening requires that you refle...
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Difficult conversations involve differen...
View Answer

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