Interpersonal Communication Practice Exam
Course Introduction
Interpersonal Communication explores the fundamental concepts and practices involved in effective communication between individuals in personal, social, and professional contexts. The course examines verbal and nonverbal communication, listening skills, perception, conflict resolution, and the influence of culture and technology on human interaction. Through theoretical frameworks and practical exercises, students develop self-awareness, empathy, and strategies to enhance relationships, navigate misunderstandings, and foster meaningful connections in diverse environments.
Recommended Textbook
Communication for Business and the Professions Strategies and Skills 6th Australian Edition by
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2
Chapter 1: Communication Foundations
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Sample Questions
Q1) A communication model is a representation of the main elements in the message flow process which has been
A)simplified
B)specified
C)theorised
D)communicated
Answer: A
Q2) What are the different types of communication?
A)intrapersonal,interpersonal,public and mass
B)individual,group,intranational and international
C)employee,employer,media and online
D)verbal,nonverbal and graphic
Answer: A
Q3) "The message received is not necessarily the same as the message sent" refers to the general impact on communication of
A)less than adequate feedback
B)communication barriers
C)poor choice of communication channels
D)ignoring the importance of context
Answer: B
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Chapter 2: Social Media
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Sample Questions
Q1) Identity,conversations and sharing are examples of A)a honeycomb framework
B)an operational framework
C)the mosaic framework
D)the media framework
Answer: A
Q2) Effective social media tactics can create value by offering real-time service responses.
A)True
B)False
Answer: True
Q3) Social media engagement involves engaging in
A)monologues
B)dialogues
C)conversations
D)debates
Answer: B
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Page 4
Chapter 3: Interpersonal Communication
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Sample Questions
Q1) An example of a barrier generated by the speaker is
A)personality,mannerisms or the physical appearance of the speaker
B)the listener's tendency to judge
C)a willingness to hear only part of the message
D)preoccupation with other matters
Answer: A
Q2) A good listener is always willing to do more than listen.
A)True
B)False
Answer: True
Q3) The active listening method is most effective when
A)the listener wants to gain maximum enjoyment from the message
B)the listener wants to help the sender solve a problem,or to understand the content or feeling in a message
C)there is a conflict of interest between the listener and sender
D)there is a communication interaction with an unequal partner
Answer: B
Q4) Compare and contrast the informational,evaluative and conversational approaches to listening
Answer: no Answer
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Chapter 4: Emotional Intelligence: Managing Self and Relationships
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Sample Questions
Q1) Those willing and able to direct emotion within themselves and towards others are operating in the area of
A)emotional facilitation of thought
B)emotional understanding
C)emotional management
D)emotional perception
Q2) Emotional intelligence is the capacity to recognise our own feelings and those of others.
A)True
B)False
Q3) Effective self-disclosure is reliant on
A)revealing intimate details
B)being assertive about feelings and reactions
C)finding the right time to reveal information
D)high self-esteem and acceptance of self
Q4) Emotional intelligence is used currently to
A)promote a positive and ethical outlook in people
B)select,recruit and promote staff with emotional competencies
C)learn more about emotional intelligence
D)lead people astray or manipulate them
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Chapter 5: Negotiation and Conflict Management
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Q1) Dissatisfaction in negotiation may lead to conflict in the future.
A)True
B)False
Q2) Not all five styles of conflict are needed
A)True
B)False
Q3) Relationships and issues are not mixed together in negotiations.
A)True
B)False
Q4) Conflict resolution can be seen as
A)a process that attempts to resolve a problem even though it may require change
B)having a primary focus on the result of the conflict rather than the process
C)a process arrived at by a mediator,offering a compromise
D)a process that involves arbitration
Q5) Mediation primarily takes place in institutionalised settings.
A)True
B)False
Q6) Submissive behaviour avoids conflict.
A)True
B)False
Page 7
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Chapter 6: Intercultural Communication
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Sample Questions
Q1) Culture derives from the assumptions,beliefs,values,attitudes,norms and rules shared by a society or another group.
A)True
B)False
Q2) Perception is determined entirely by intercultural contexts.
A)True
B)False
Q3) Culture influences the way we think,feel and behave as a group of people.
A)True
B)False
Q4) Intercultural discord can be complicated when
A)issues are resolved
B)conflict is inevitable
C)different conflict-management styles occur
D)ambiguity is absent
Q5) Perception of power is stable in intercultural communication.
A)True
B)False
Q6) Discuss the relationship between language and culture.Explain this relationship with examples from two cultures.
Page 8
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Chapter 7: Communication Across the Organisation
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Sample Questions
Q1) Matrix structures and the organisation's culture should enable managers and teams to collaborate.
A)True
B)False
Q2) Mapping and measuring flows between people and groups within an organisation is referred to as
A)knowledge management
B)social networking analysis
C)network analysis
D)none of the above
Q3) Horizontal communication channels are often created to short-circuit the hierarchy imposed by vertical channels.
A)True
B)False
Q4) How many organisational structures are there and how are they different? What are the impacts of different structures on organisational and interpersonal interactions? Give two examples.
Q5) Discuss the statement 'The grapevine ought to be banned.It creates nothing but mischief!'
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Chapter 8: Leadership
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Sample Questions
Q1) Identify leadership communication practices and explain the purpose of,and differences between,mentoring and coaching.Give examples.
Q2) A management style that focuses equally on production needs and the needs of the people is a
A)team-management style
B)middle-of-the-road management style
C)task-management style
D)country-club management style
Q3) The key to being an effective leader rests on the ability to
A)to balance task and relationship behaviour
B)motivate people to work toward an organisational goal
C)communicate openly and honestly
D)all of the above
Q4) Organisations require leaders who are capable of adapting and of communicating effectively in order to persuade followers.
A)True
B)False
Q5) How is authentic leadership different from transformational leadership? What are the similarities,if any?
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Chapter 9: Team and Work Group Communication
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Q1) The difference between a group and a team is that A)teams are formed and developed;groups are made up of a collection of individuals
B)in a team each member has a job,the team has a common purpose and something that it must achieve together;a group may not have one or more of these elements C)teams are formal constructs,groups are informal constructs
D)there is no difference - the terms are used interchangeably
Q2) A group of colleagues who informally get together to work on a specific idea are most likely to be part of
A)a cross-functional team
B)a virtual team
C)a hot group
D)a self-managed work team
Q3) A role within a group or team is
A)a set of expected behaviours associated with a position
B)a set of criteria which individuals need to satisfy
C)a position people are interested in as a symbol of power
D)a set of behaviours that emerges at the stage of group formation
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Chapter
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Q1) The role of the chair at a meeting is to
A)call the meeting,run the meeting,hear the case for and against,and decide with the help of the group the best way forward in the circumstances
B)start on time,follow the agenda,ensure equal time is given for debate,help generate decisions and action plans,and follow-up
C)help prepare the agenda,involve attendees,keep to the agenda order,help the meeting to reach decisions and actions,and promote member goodwill
D)call the meeting to order,consider agenda items presented,help the group achieve a consensual decision where possible,and help generate minutes
Q2) The effectiveness of meetings is mainly determined by the ratio of attendance.
A)True
B)False
Q3) The key feature of a synchronous virtual meeting is that
A)all group members sit at the telephone
B)it must be a large group
C)all members participate at the same time
D)members can do their own job at the same time
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Chapter 11: Customer Service
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Q1) Unhappy customers in most cases will complain about the service.
A)True
B)False
Q2) Quality comprises the goods or services only.
A)True
B)False
Q3) From a retail standpoint,the key to winning business according to Babin,Babin and Boles 1999 was
A)an effective salesperson
B)product cost
C)product display
D)shop presentation
Q4) According to Kotelnikov,'value entitlement is a rightful level of expectation to buy high-quality products at the highest possible cost'.
A)True
B)False
Q5) Discuss the interaction of strategy,process and technology in customer relationship management.Give some examples to support your arguments.
Q6) How would you manage customer complaints and difficult situations?
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Chapter 12: Public Relations
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Sample Questions
Q1) A successful public relations strategy starts with a plan.
A)True
B)False
Q2) Negotiation and collaboration are the most effective ways of dealing with issues that arise in an organisation.
A)True
B)False
Q3) Holding a special event can achieve public relations goals by
A)attracting people to one place at one time
B)creating a focus for an issue or activity
C)creating a forum for an organisational spokesperson to interact with media
D)creating an opportunity to interact with competitors
Q4) Organisations usually call on a number of models of public relations.
A)True
B)False
Q5) Discuss corporate social responsibility,and how it is relevant to stakeholders.Give examples of corporate social responsibility in action.
Q6) Describe the steps in the strategic management of public relations issues.
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Chapter 13: Knowledge Management and Decision Making
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Q1) In the nominal group technique and brainstorming,group members create and evaluate a list of possibilities and then discard those considered inappropriate in order to
A)brief the meeting
B)choose a course of action
C)evaluate the ideas
D)define the problem
Q2) The social structure in a community of practice
A)is focused on benefits to the community
B)builds relationships and encourages collective learning
C)affects its ability to achieve the common goal of the community
D)can lead to 'groupthink'
Q3) Knowledge gained from past cases should be difficult to transfer to the current situation.
A)True
B)False
Q4) Describe four problem-solving and decision-making techniques.Briefly explain the process of case-based reasoning.How does the nominal group technique allow members to think independently? What are the steps in Dewey's reflective thinking process?
15
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Chapter 14: Researching and Processing Information
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Q1) The design of any study is a crucial step which involves
A)determination of the methodological steps for the study analysis
B)responding to the questions of what,why,where,when,who and how in response to the study problem
C)finding the right technique for getting the answer to the problem being considered
D)creating a range of options as to how the study might be done
Q2) What will damage your credibility in research?
A)Using secondary sources
B)Using fallacious arguments
C)Using primary research
D)Using tertiary sources
Q3) Using material from the Internet is free,easy to access,and does not involve legal and ethical constraints.
A)True
B)False
Q4) Audiovisual and other services can be considered as primary research sources.
A)True
B)False
Q5) What is the purpose of research in the context of business communications?
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Chapter 15: Conducting Surveys and Questionnaires
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Q1) Which type of question would you include if you wish to encourage open expression?
A)Fixed-alternative question
B)Open-ended question
C)Ranked question
D)Matrix question
Q2) A questionnaire is a type of survey.
A)True
B)False
Q3) An abstract contains a statement of the research objective and an overview of the literature.
A)True
B)False
Q4) Which type of question would you include if you wish to identify a respondent's preference between two options?
A)Fixed-alternative question
B)Open-ended question
C)Ranked question
D)Word association
Q5) Discuss the factors that need to be considered when planning a questionnaire.
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Chapter 16: Critical Thinking,Argument,logic and Persuasion
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Q1) A fallacy is a type of logical reasoning.
A)True
B)False
Q2) An opinion,formed through the process of critical thinking,
A)is a claim made after a person has considered the facts they have chosen to take into account
B)expresses a point of view based on logic and the testing of propositions
C)is unreliable because it is just that,an opinion
D)is usually sound and objective
Q3) The purpose of balancing logic and emotion in academic works is to
A)impress upon readers that a great amount of research has been done
B)account for the socio-political needs of listeners or readers
C)enhance the credibility of the speaker and capture the audience's attention
D)emphasise the psychological needs of listeners and readers
Q4) To convince readers,an argument is based on
A)evidence
B)theories
C)one's own opinion
D)a literature review
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Chapter 17: Communicating Through Visuals
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Q1) Tables are only used to present specific,precise data,facts and figures.
A)True
B)False
Q2) Ethical business communicators must design graphics which are emotive.
A)True
B)False
Q3) Visuals are used by presenters because
A)they help the audience retain information long term B)audiences like variety
C)information is best presented visually,not verbally
D)it gives presenters a break from talking
Q4) Visual aids are graphics and visual devices used by a speaker to improve the audience's understanding.
A)True
B)False
Q5) According to Leeds 2003,visual aids draw 10% of the audience's attention.
A)True
B)False
Q6) What do you think is the most important principle of visual design? Explain your choice,in the context of effective communication.
Page 19
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Chapter 18: Oral Presentations and Public Speaking in the Professions
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Q1) What is the main thing that an introduction in a speech needs to do?
A)Introduce the speaker and the topic
B)Identify the main theme and review the structure of the speech
C)Outline the search and sources
D)Create interest in the speech
Q2) When planning a presentation,the first questions that need to be asked are:
A)What does the audience expect;how long does the speech need to be;what sorts of questions might be asked at the end of the speech;how to conclude?
B)What will be said to introduce the topic;what three main points are required in the body;how will questions be handled;how will the speech conclude?
C)What is the purpose of this speech;who will be there;what is the setting or context;what main points need to be made?
D)Where and when will the speech take place;what needs to be decided;what tone or approach will be used to deliver the information?
Q3) There is usually a particular style that is used in oral presentations.
A)True
B)False
Q4) Discuss the role of storytelling in effective delivery of oral presentations.
Page 20
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Chapter 19: Writing for the Professions
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Q1) What is 'plain English'? How does writing in plain English advantage the reader?
Q2) Mixed metaphors should be widely used in writing because it makes documents interesting and easily understood.
A)True
B)False
Q3) Fillers are words that 'creep into sentences while the writer is still thinking'.
A)True
B)False
Q4) A cliché is
A)a spoonerism
B)an allegory
C)an overworked expression that has lost its original impact
D)a metaphor
Q5) Rhetoric is the art of writing effectively
A)True
B)False
Q6) Sentence sprawl occurs when a sentence contains consistent ideas.
A)True
B)False
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Chapter 20: Writing Correspondence,Emails and Short Reports
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Q1) The use of email should be avoided in situations when
A)sending detailed or complicated information
B)delivering bad news,sensitive news or when you are angry
C)sending material that might be forwarded to others
D)sending material that is not interesting to all possible readers
Q2) Letterheads display the official name,address,telephone,fax,email address and logo,usually at the top of the page.
A)True
B)False
Q3) Why must you always identify the purpose of a letter before you begin writing?
Q4) As a writing strategy,the salutation helps to focus the reader's attention on the letter's content.
A)True
B)False
Q5) Paper-based business documents make a less formal impression than online written documents.
A)True
B)False
Q6) Briefly explain the 'you' approach in writing and justify its use.
Q7) Identify at least three errors you should avoid when writing a business letter. Page 22
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Chapter 21: Writing Long Reports
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Q1) What are the steps in the editing process? Discuss the different types of editing,and explain why each is important,based on concepts discussed in Chapter 21.
Q2) Why or when should graphics be used in a report?
A)When they add meaning or emphasis to the argument
B)To detract from the main flow of the argument
C)To repeat and reinforce the subject matter
D)When the report content is too 'heavy'
Q3) Critical thinking skills are required to evaluate findings and reach conclusions by asking critical questions about what has happened,what is likely to happen and how.
A)True
B)False
Q4) Which parts of the introductory section in the body of a long report are always used?
A)Purpose,scope,methodology and limitations
B)Authorisation,problem,purpose,scope and methodology
C)Purpose,scope,methodology and sources
D)Purpose,scope and methodology
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Chapter 22: Writing for the Web
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Sample Questions
Q1) Web content is usually presented in a linear form.
A)True
B)False
Q2) The key to engaging with an online audience is to understand where they are and how best to meet their needs and expectations.
A)True
B)False
Q3) What is the most effective way of making your blog searchable?
A)Use of appropriate keywords
B)Use of an SEO
C)Use of an RSS feed
D)Use of Web 2:0
Q4) Writers don't have to ask for permission to link to another blog.
A)True
B)False
Q5) Readers of web pages like to take time to read detail and explore content.
A)True
B)False
Q6) Why is using the inverted pyramid appropriate for web writing?
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Q7) What are the features of a credible website,and why is credibility so important?
Chapter 23: Writing Reflective Journals
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Q1) Harmony between what you believe,and what you do,is achieved by
A)reflecting on the knowledge you have gained
B)aligning experience with theory and practice
C)critically evaluating your experiences and restructuring them so you can learn from them
D)critically evaluating the experiences of others so that you can learn from them
Q2) The feedback section of a journal should
A)record your feelings and attitudes about an event or issue
B)record your experience of an event or issue
C)record the consequences of an event
D)be an objective record of an event or experience
Q3) Feedback allows you to reflect on behaviour and anticipate action before it occurs again.
A)True
B)False
Q4) Good journal entries are judgemental and non-specific.
A)True
B)False
Q5) Discuss strategies that will promote effective writing in your journal.
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Chapter 24: Academic Writing
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Q1) Critical evaluation involves
A)demonstrating an acceptable reason for an argument
B)making a point clear through examples
C)showing similarities and differences between two or more aspects
D)presenting arguments for and against on both sides of an issue
Q2) What MUST academic writers do when writing?
A)Gather and recall information
B)Describe the information
C)Summarise the information
D)Present an argument and show the relationships between the ideas
Q3) A narrative essay
A)investigates an idea and evaluated evidence
B)uses storytelling elements
C)explains a difficult concept
D)describes an experience or an object
Q4) Strategies in academic writing include
A)analysis
B)elaboration
C)editing
D)concentrating
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Chapter 25: The Job Search, Résumés and Interviews
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Q1) Temping and freelancing is one of the ways to find a referee.
A)True
B)False
Q2) An effective interviewer may make good use of interview techniques such as
A)interrogation techniques
B)conducive techniques
C)a combination of directive and non-directive techniques
D)psychometric testing
Q3) An employment application consists of a résumé and a covering letter.
A)True
B)False
Q4) Which of the following is NOT a type of employment interview?
A)The single interview
B)The series interview
C)The panel interview
D)The complementary interview
Q5) If you choose not to accept the position,write a letter declining the offer.
A)True
B)False
Q6) Why are keywords essential in a résumé?
Page 28
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