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Chapter 19 MGMT 102

Listening is the form of communication that is most important for entry-level positions. True
The major reason for developing effective listening is to build relationships between people. a. true True
People speak approximately 25 percent as fast as they think. True
Active and passive are two forms of listening. False
An effort to attempt empathetic listening skills is often enough to open communication. True
There is no need to wait until the end of the message to summarize it. True
A listener who takes notes indicates boredom in both the message and the speaker. False
Open-ended questions give the respondent a narrow choice of possible answers, while a closed question gives a wider range of possible answers. False
A secondary question is the first question about a topic. False
A directed question leads the speaker to a desired response. True
Research indicates information transmitted via the grapevine in organizations is 75 percent accurate. False
Assimilation is the tendency of people to adjust or modify rumors, to mold them to fit their personal needs. True
Managerial listening requires nonverbal awareness. True
Finishing someone’s sentences for them indicates a strong communication relationship and encourages the speaker. False
An open-door policy is not always successful in inducing communication. True
The sending side of the communication process is more difficult than the receiving side. False
A micro climate is defined as the general atmosphere of a workplace False
To enhance the listening climate, a listener should put down whatever he/she is doing. True
Strategic managerial listening requires listening to the spoken words and attention to the nonverbal elements and the total environment. True
Managers should discourage their subordinates from listening to the grapevine because the information is usually false. a. true False
Most Americans speak at a rate of about _______ words per minute. 125
Which of the following is not a barrier to listening? Noise
Preparing a rebuttal against a speaker’s criticism is an example of which barrier to listening? Debate
The type of listening most common in business meetings and conferences is Fact
The manager who wants to understand another person from that person’s own internal frame of reference should use which type of listening? empathetic
Which of the following is not a technique for active listening? repeat the message
Of the following, which does not work with the others to achieve accurate listening? visualizing the message
Which of the following statements is true? A paraphrase reflects the underlying attitudes or emotional tone of a message.
Which question seeks to get a deeper level of information? secondary
What is the formula the textbook uses to help explain the cause of rumors in modern organizations? rumors = ambiguity x interest
Showing a preference for vivid and dramatic treatment of data is known as sharpening
Which of the following is one of the three dimensions of a message? formal to informal
The 25–75 rule can create a problem in which of the following? micro listening climate
Total climate listening is known as: macro
A positive listening climate includes taking notes maintaining eye contact leaning toward the speaker all choices are correct
Which technique induces a macro listening climate? walking around
Strategic managerial listening requires listening to the spoken words the nonverbal the total environment all choices are correct
Which of the following is not an advantage of managerial listening skills? more efficient task assignments
Which of the following is not a barrier to managerial listening? intentions
The LAW of listening stands for Listening equals Ability plus Willingness
The listening barrier “detouring” is closely related to bias
Which listening intensity level is best for business meetings? factual
When preparing to listen, a manager should A. pick the best time B. pick the best place C. review documents D. both A and B are correct choices
Using mnemonics is a good strategy for active listening
The key advantage of taking notes is that it helps the listener to A. organize the message B. visualize the message C. personalize the message D. all choices are correct
The main benefit of paraphrasing as a listening strategy is that it A. increases understanding B. strengthens the relationship C. adds face time to the interaction D. both A and B are correct choices
Which is the best paraphrase for “I hate that job and I quit!”? “Sounds like you had a tough day.”
Created by: shivanijaswal
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