Workplace Communication Skills Exam
Practice Tests
Course Introduction
Workplace Communication Skills explores the essential verbal, nonverbal, and written communication strategies necessary for effective collaboration and productivity in professional environments. The course covers key topics such as active listening, professional email and report writing, presentation skills, conflict resolution, and intercultural communication. Through practical exercises and case studies, students develop the ability to convey ideas clearly, adapt messages for diverse audiences, and navigate common workplace challenges, preparing them to thrive in a wide range of organizational settings.
Recommended Textbook
Interpersonal Skills in Organizations 4th Edition by Suzanne de Janasz
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19 Chapters
949 Verified Questions
949 Flashcards
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Page 2
Chapter 1: Journey Into Self-Awareness
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Sample Questions
Q1) What are perceptions? What are the factors affecting perception? Describe some common filters that influence our perceptions.
Answer: Perception describes the process by which individuals gather sensory information and assign meaning to it.
External factors affecting perception are:environment,media,heredity,culture,peers,societal norms,technology and affective events.Internal factors affecting perception are:needs,intelligence,past experiences and memories,emotions,values,attitudes and biases.
Some of the more common filters that influence our perceptions are stereotyping,selective perception,projection,expectations,and interest.
Q2) Perception:
A) is never a result of multiple causality.
B) never changes despite new inputs.
C) is always consistent with reality.
D) is person-specific.
Answer: D
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3
Chapter 2: Self-Disclosure and Trust
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Sample Questions
Q1) What factors do the organizational cultures associated with trust emphasize?
Answer: Organizational cultures associated with trust emphasize 1)Depth of relationships.2)Understanding of roles and responsibilities.3)Frequent,timely,and forthright communication.4)Member self-esteem and self-awareness.5)High levels of skill competence.6)Clarity of shared purpose,direction,and vision.7)Honoring promises and commitments.
Q2) The _____ section of the Johari Window contains information about us that is apparent to others but not to ourselves.
A) blind
B) unknown
C) open
D) hidden
Answer: A
Q3) Which of the following elements of trust best describes conformity with previous practice?
A) Integrity
B) Competence
C) Openness
D) Consistency
Answer: D
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Chapter 3: Establishing Goals Consistent With Your Values and Ethics
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Sample Questions
Q1) By ensuring your goal statements are SMART,you create a system for managing action steps and increase the likelihood that these goals are attained.
A)True
B)False
Answer: True
Q2) According to Kohlberg,most managers and individuals function at the first level,where their thinking about right and wrong is predominantly influenced by significant others and rules and laws.
A)True
B)False
Answer: False
Q3) Systematically setting goals provides balance and perspective to your decisions about how to allocate your time and resources.This is a _____ benefit covered under the goal setting process.
A) esteem
B) purpose
C) motivation
D) productivity
Answer: D
Page 5
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Chapter 4: Self-Management
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Sample Questions
Q1) Stress comes not from an event,but rather from how we respond to the event.
A)True
B)False
Q2) Progressive muscle relaxation and guided imagery are stress reduction techniques.
A)True
B)False
Q3) What is the fear of failure? How can it be overcome?
Q4) Anxiety and worry are two components of anticipatory fear.
A)True
B)False
Q5) Jason is a successful manager because he has the zeal,commitment,and ability to remain persistent in the face of adversity.Jason is depicting which fundamental factor of emotional competency?
A) Self-awareness
B) Motivation
C) Empathy
D) Persuasion
Q6) Develop a strategy or plan to make yourself more efficient in using your time to achieve your objectives.
Page 6
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Chapter 5: Understanding and Working With Diverse Others
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Sample Questions
Q1) According to Hofstede's dimensions of cross-cultural differences,a country where the emphasis is on group harmony and total involvement in decision making is likely to have:
A) a collectivist approach.
B) a short-term orientation.
C) a low uncertainty avoidance.
D) a low power distance.
Q2) Which of the following is a primary dimension of diversity?
A) Ethnic heritage
B) Religion
C) Work style
D) First language
Q3) Diverse teams are less likely to be best matched with tasks involving innovation and exploration of new opportunities.
A)True
B)False
Q4) Discuss the steps an individual can take to gain awareness in relation to diversity.Provide specific examples for each step.
Q5) Write a short description on long-term versus short-term orientation.
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Chapter 6: Listening and Nonverbal Communication
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Sample Questions
Q1) Concentrating on the speaker's mannerisms or delivery fosters effective listening.
A)True
B)False
Q2) Tim's coworkers think he is disorganized and lazy because he always comes late to meetings.Which form of nonverbal communication are his coworkers interpreting?
A) Chronemics
B) Haptics
C) Proxemics
D) Para-language
Q3) Crossing your arms can be interpreted as you being closed to the speaker's opinion.
A)True
B)False
Q4) Which of the following statements about nonverbal messages is true?
A) They are not culture specific.
B) They cannot contradict verbal messages.
C) They are sent unconsciously.
D) They convey more than verbal messages.
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8
Chapter 7: Communicating Effectively
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Sample Questions
Q1) Which of the following is an effective "I" statement?
A) "Can you work overtime?"
B) "Why are you mad at me?"
C) "I feel confused when you don't give me feedback"
D) "I think you are being a baby"
Q2) Oral communication:
A) should be used when one is trying to communicate an explanation as well as an emotion.
B) is the most effective method for communicating precise or complex information.
C) often results in people arriving at the exchange more prepared than if they were communicating in writing.
D) activities tend to eliminate "information overload" among participants.
Q3) Electronic communication:
A) is useful when fast turn-around time is needed.
B) increases the amount of oral interaction between organizational members.
C) is effective only when members of a team are working in the same location.
D) should be the primary medium when the message that needs to be sent is negative.
Q4) List suggestions for effective verbal communication.
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Page 9
Chapter 8: Persuading Individuals and Audiences
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Sample Questions
Q1) In a debate,one team anticipates the arguments of their opponents and provides counter-arguments before the opponents broach the subject.This is an example of:
A) inoculation theory.
B) cognitive dissonance theory.
C) social judgment theory.
D) ACE theory.
Q2) Larry has a service contract with Ryan's Rentals under which Ryan pays him a fixed sum for repairs and servicing his cars.Larry knows that Ryan is trying to cut his spending and might not be receptive to renewing the contract.Therefore,when Larry goes to negotiate the contract,he presents a proposal to highlight the advantages of the agreement for Ryan.Larry is attempting to create a perspective for Ryan by:
A) establishing credibility.
B) establishing an emotional connection.
C) providing social proof.
D) framing for common ground.
Q3) The degree to which an action leads to a desirable state is appropriateness.
A)True
B)False
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Chapter 9: Negotiation
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Sample Questions
Q1) When clarifying communication during a negotiation,Jake asks John if he could explain the reasons for his decision.This is an example of a(n)_____ question.
A) open-ended
B) close-out
C) leading
D) gauging
Q2) Which of the following is a kind of manageable question asked to get the other person thinking?
A) Open-ended question
B) Open question
C) Trick question
D) Impulse question
Q3) The process where two or more parties share their concerns and interests to reach an agreement of mutual benefit through bargaining is called:
A) politicking.
B) negotiation.
C) coaching.
D) empowerment.
Q4) How do people deal with others' potentially unethical behavior?
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Chapter 10: Building Teams and Work Groups
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Sample Questions
Q1) In the _____ stage,teams have worked through their differences,their membership is stable,the task is clear,and eyes are on the prize.
A) adjourning
B) performing
C) storming
D) norming
Q2) It is always important to hold team members mutually accountable than individually accountable.
A)True
B)False
Q3) Teams are effective when tasks are complex and task interdependence is high.
A)True
B)False
Q4) A product design team consisting of members from marketing,finance,research and development,planning,and operations would best be described as a:
A) managed group.
B) task force.
C) cross-functional team.
D) process improvement team.
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Chapter 11: Managing Conflict
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Sample Questions
Q1) In terms of organizational conflicts,differences between members of one group is:
A) intragroup conflict.
B) intergroup conflict.
C) intrapersonal conflict.
D) interorganizational conflict.
Q2) The human relations view of conflict holds that a degree of conflict can be a positive force for change within an organization.
A)True
B)False
Q3) Which of the following is the first step in the 7-step model of conflict resolution?
A) Stick to the facts and state the impact
B) Seek to be understanding
C) Determine the best place to deliver feedback
D) Identify an action plan
Q4) When is conflict viewed as constructive and positive?
Q5) How can the involvement of employees in organizational decisions that affect them help a firm?
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Chapter 12: Achieving Business Results Through Effective Meetings
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Sample Questions
Q1) Helping to ensure that participation is balanced,communication is effective,and the process is smooth,best suits the role of:
A) a facilitator.
B) the meeting leader.
C) a recorder.
D) the timekeeper.
Q2) In running effective meetings it is helpful to:
A) encourage the clash of personalities,not ideas.
B) avoid using time frames,allow for free flow.
C) establish ground rules for debate.
D) attend to divergent issues even if it is time-consuming.
Q3) Which of the following statements is true of meetings?
A) They are ineffective for companies that focus on continuous process improvement.
B) They are essential for communicating simple one-way information.
C) They are important in shaping organizational norms and improving work processes.
D) They discourage an employee's need to be part of a team.
Q4) Write a short note on the wrap-up stage of meetings.
Q5) Explain the advantages of virtual meetings.
Page 14
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Chapter 13: Facilitating Team Success
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Sample Questions
Q1) What kind of a problem would the team face if one of the team members in that group is an overachiever?
A) Group may be divided into competitive factions.
B) Monopoly by the problem person may rise.
C) Inaccurate information can spread among the group.
D) Group's time may be wasted,or confusion may be created.
Q2) One problem facilitators may face is resistance due to a lack of familiarity with or credibility in a part of the organization,despite the fact that such unfamiliarity may underlie valuable objectivity.
A)True
B)False
Q3) The more directive a facilitator is,the more the team members come to expect those types of behaviors from that facilitator as opposed to developing their own facilitative skills.
A)True
B)False
Q4) What are the key facilitative prevention strategies?
Q5) What is facilitation? Why is it important?
Q6) Who is a facilitator? What does he typically do?
Page 15
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Chapter 14: Making Decisions and Solving Problems
Creatively
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Sample Questions
Q1) _____ is a cyclical process composed of four steps referred to as PDCA.
A) Decision making
B) Facilitating
C) Empowering
D) Problem solving
Q2) Which of the following would be included in the "act" step of the PDCA cycle?
A) Identifying potential solutions for problems
B) Ensuring the problem is solved
C) Developing an action plan
D) Defining the problem
Q3) Which of the following is required for successful collaborative decision making?
A) Being rigid when looking at the situation.
B) Prioritizing self-interest or emotional attachments.
C) Sharpening communication skills.
D) Relying solely on a logical approach to decision making.
Q4) Which stage of creative problem solving is sometimes called the "Aha! stage"?
A) Verification
B) Preparation
C) Illumination
D) Incubation
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Chapter 15: Effective and Ethical Use of Power and Influence
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Sample Questions
Q1) As a member of human resources,Stacey can control the level of negative politicking by reducing task ambiguity.
A)True
B)False
Q2) Reward power is a sub-category of the _____ power base.
A) legitimate
B) informal
C) position
D) personal
Q3) When Nicholas told his department they would be able to leave early for the holiday if they completed the budget reports,he was relying on which power base to motivate his employees?
A) Referent
B) Coercive
C) Expert
D) Reward
Q4) Person power,or informal power,comes from the qualities of a person or how others view him/her.
A)True
B)False
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Chapter 16: Networking and Mentoring
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Sample Questions
Q1) A lack of sufficient female and minority role models for mentoring is a limitation faced by many organizations today.
A)True
B)False
Q2) An effective mentor:
A) has the ability to ignore the personal needs of the protégé when interacting with him/her.
B) does not deal with diverse groups of people.
C) does not share more information than absolutely necessary with the protégé.
D) has the ability to give honest and detailed constructive feedback.
Q3) Since Carl is majoring in accounting,he decided to meet his Mom's friend who works for a prestigious accounting firm to get her advice and perception on careers in the accounting field.Carl is learning about his career opportunities through a(n):
A) scanning interview.
B) source interview.
C) information interview.
D) clarification interview.
Q4) Define the characteristics of effective mentors.
Q5) List some of the strategies for building an effective network.
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Chapter 17: Coaching and Providing Feedback for Improved Performance
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Sample Questions
Q1) When Mark lectures employees about what he thinks they should do,they are likely to become defensive and tune out his feedback.In future,Mark needs to be:
A) nonpersonal.
B) reactive.
C) descriptive.
D) nonpresciptive.
Q2) To increase motivation,managers should set 'stretch' goals for their employees-goals that require total effort but are not unrealistic.
A)True
B)False
Q3) Commitment to goals will vary directly with the amount of participation and input from the employee in setting goals.
A)True
B)False
Q4) The ability to provide effective feedback is more important for organizations than for individuals.
A)True
B)False
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Chapter 18: Leading and Empowering Self and Others
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Sample Questions
Q1) Employee motivation is facilitated through empowerment by managers.
A)True
B)False
Q2) A Theory Y manager is more likely to _____ than a Theory X manager.
A) empower his/her employees
B) dictate work efforts
C) be an educated person
D) be effective in any work situation
Q3) In order to create an empowering environment,the HR department at Simco has clearly communicated and developed a set of responsibilities and duties for each position along with guidelines and standards for accountability.By doing this,Simco has developed a structure with:
A) sociopolitical support.
B) a wide span of control.
C) a participative unit climate.
D) low role ambiguity.
Q4) Explain some of the steps leading to self-empowerment.
Q5) Managers often do not delegate because of insecurity and lack of confidence.
A)True
B)False
20
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Chapter 19: Project Management
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Sample Questions
Q1) Which of the following is applicable to 'PERT'?
A) It needs a grid to be plotted out.
B) It is also known as 'CPM'.
C) It can determine the longest anticipated single line of activity from start to finish.
D) It identifies the ordering of activities that would complete the project in the shortest possible time.
Q2) Determining group members' interests and analyzing their planning and organization skills are a part of ____.
A) determining the project scope
B) determining participants and stakeholders
C) establishing checkpoints
D) identifying and obtaining necessary resources
Q3) Using which of the following actions can potential interferences and problems be raised and dealt with before they impact the expected outcomes?
A) By keeping the plan highly visible
B) By arranging ad-hoc meetings
C) By using the conference rooms often
D) By including board level executives
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