Question : 11.              Which of the following statements incorrect concerning reflective listening? a.Reflective : 1265114

11.              Which of the following statements is incorrect concerning reflective listening?

a.Reflective listening emphasizes personal elements of the communication process.

b.Reflective listening is particularly helpful in problem-solving situations.

c.Reflective listening emphasizes more strongly the role of the communicator.

d.The listener’s emphasis should be on responding to the communicator, not leading the communicator.

12.              All of the following are included in reflective listening except:

a.affirming contactc.silence

b.clarifying the implicitd.criticism

13.              A software engineer has just discovered a major problem, which is not yet fully defined, in a large information system she is building for a very difficult customer.  Her supervisor is listening to the engineer as she begins to talk through the problem.  Which of the following responses would best exemplify the “reflecting of core feelings”?

a.“I see”, “Uh-huh”…..”yes, I understand”.

b.“I hear that you are feeling very upset about the problem and may be worried about the customer’s reaction when you inform him”.

c.Extended periods of silence.

d.“I understand that you are concerned there may be a major problem with the information system”.

14.              One-way communication in contrast to two-way communication:

a.is especially more accurate for complex tasks

b.solicits interaction

c.allows for reflective listening

d.is more efficient

15.              In a study of managers’ communication skills and performance:

a.higher performing managers’ communication skills were no better than lower performing managers

b.higher performing managers are better and less apprehensive communicators than lower performing managers

c.higher performing managers had significantly greater social cognitive abilities than lower performing managers

d.female managers consistently outperformed male managers when communication skills were about the same

16.              As a supervisor in an emergency situation, you should be:

a.sensitive to employees’ feelings

b.an empathetic listener

c.fully informative to employees

d.directive and assertive

17.              A barrier to effective communication is:

a.redundancy

b.feedback

c.status difference

d.common language

18.              A main method to overcome physical separation as a barrier to communication is:

a.the formation of nonhierarchical working relationships through new information technologies

b.to develop an awareness of gender specific differences in conversational style

c.to eliminate the use of acronyms in technical terminology

d.to increase the use of face-to-face communication

19.              The use of new information technologies reduces status differences as a barrier to communication because:

a.of its impersonal nature

b.it increases polyphasic behavior

c.of the opportunity for immediate feedback

d.it encourages the formation of nonhierarchical working relationships

20.              The FAME model of leadership communication is based upon which of the following message characteristics?

a.frequent, accurate, motivate, excite

b.focus, assertive, motivate, engage

c.frequent, accurate, model, excite

d.focus, articulate, model, engage