Four Blocks of Communication
Choice of words, timing, and _____ all have an equally large impact on the way a conversation goes.
A) Location
B) Weather
C) Lunch Menu
D) Number of words
A) Location
Reasoning: Location is a huge part of the context surrounding a conversation. You wouldn't conduct an evaluation of one of the people you manage in front of an audience of 300 people, would you?
What are the three major components of the Context communication building block?
A) Location, Relationship and Power Distance
B) Location, Timing and Relationship
C) Timing, Pattern and Feedback
B) Location, Timing and Relationship
Location, timing, and relationships are critical components of the context of your message.
Which of the following would be an example of Somatic (Emotional Empathy)
A) I feel with someone and am taking supportive action (If needed)
B) I'm perspective taking on an intellectual level
C) I'm physically feeling what someone else is feeling
D) I'm feeling bad for their predicament.
C) I'm physically feeling what someone else is feeling
Reasoning: I'm feeling what the other person is feeling.
Communication can be challenging because all people have _____.
A) Better Ideas
B) Communication Anxiety
C) Mental Filters
D) Short Attention Spans
B) Mental filters
Reasoning: The most common challenges with communication often are due to our own or other's mental filters.
Cassy's employee arrives to discuss a confidential situation. Cassy listens intently and then says, "I can see your perspective in this situation." What type of listening is this?
A) Intentional Listening
B) EEH Listening
C) Empathetic Listening
D) Reaffirming Listening
C) Empathetic Listening
Reasoning: Cassy puts herself in the employee's shoes, or sees the world from the other person's perspective, and listens with her heart.
Which of the following is NOT a type of Active Listening.
A) Reflection
B) Empathy
C) Neutral Technique
D) Self-Awareness
B) Empathy
Reasoning: While empathy can be employed as a filter when listening, it stands on it's own as a technique.
You and a colleague have been emailing about an upcoming project. Suddenly, your colleague sends an email with several off-topic questions and concerns. What action would a strong listener take?
A) Call your colleague to discuss over the phone
B) Email your colleague to address the new concerns
C) Inform your supervisor so they can address the issue
D) Ignore the email; you had a plan and should stick to it.
A) Call your colleague to discuss over the phone.
Reasoning: A good listener can observe when their counterpart needs more direct communication. Calling your colleague will help you better gauge how to proceed.
Your largest client prefers to have all communication by email, even though the client does not always reply promptly. What should you do?
A) Continue using email, but follow-up with phone calls
B) Use the phone for time-sensitive communication
C) Continue using email to communicate with the client
D) Use the phone for brief questions.
C) Continue using email to communicate with the client
Reasoning: You should comply with the client's preference, even though it does not align with the best way for you to do business.
According to the Center for Talent Innovation what percentage does "Executive Presence" account for on average when being considered for promotions.
A)20%
B)25%
C)27%
D)30%
B) 25%
Reasoning: That was the statistic from slide 12.
Quincy gives a coworker specific directions for tasks on a project using the Think, Feel, Do model, but the coworker does not understand the directions. What is the likely cause?
A) Quincy coded the message with the wrong tone
B) The coworker did not read the email properly and misunderstood.
C) The coworker may have preconceived notions, or they have made assumptions about Quincy's directions
D) .Quincy did not think about the coworker's perspective.
C) The coworker may have preconceived notions, or they have made assumptions about Quincy's directions
Reasoning: More than likely, the coworker has mental filters that are affecting the way the message is interpreted.
You ask your colleague Li for another favor, since you have asked her for favors before and she has complied. Why might Li be reluctant to help you this time?
A) You have not built up a favor bank with Li
B) You presented the favor as an urgent request
C) Li feels you are making a demand, rather than asking for a favor.
D) Li feels you have been taking her for granted.
D) Li feels you have been taking her for granted.
Reasoning: Always acknowledge favors, even with a simple thank you, to avoid being perceived as taking the person for granted.
Note: Why not A) This would lead to Li being reluctant to do any favors for you, not just this one favor.
Which of the following is NOT a type of Empathy
A) Somatic
B) Affective
C) Reactive
D) Cognitive
C)Reactive
Reasoning: The three types of Empathy are Somatic (Emotional), Affective (Compassionate) and Cognitive
Your team is just finishing a long meeting about a new process, and your manager ends the meeting abruptly without taking questions because he has another meeting. Which critical step of the communication loop did your manager miss?
A) Pattern
B) Channel
C) Secondary Information
D) Feedback
D) Feedback
Reasoning: Feedback is the last step in the communication loop, and is just as vital as the other steps. Without feedback, the manager runs the risk of a major miscommunication with his team.
How can you proactively prepare yourself to be open for feedback?
A) Make it a point to stop asking anyone for feedback
B) Stop paying attention to feedback from people at a parallel level to yours
C) Determine whose feedback you should pay attention to.
D) Start by developing an immunity to unsolicited advice.
C) Determine whose feedback you should pay attention to.
Reasoning: This will let you take feedback, especially from superiors, calmly and professionally.
How many emails per day were being sent out in 2022 (estimate)
A) 100 million emails
B) 20 billion emails
C) 300 billion emails
D) 500 billion emails
C) 300 Billion Emails
Reasoning: 333.2 Billion was the estimate.