Communication Foundations

Question 1

Choice of words, timing, and _____ all have an equally large impact on the way a conversation goes.

1. location
2. the weather
3. the lunch menu
4. the number of words

Answer 1

1. location
   Correct

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?

Question 2

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?

1. Call your colleague to discuss over the phone.
2. Email your colleague to address the new concerns.
3. Inform your supervisor so they can address the issues.
4. Ignore the email; you had a plan and you should stick to it.

Answer 2

1. Call your colleague to discuss over the phone.
   Correct

A good listener can observe when their counterpart needs more direct communication. Calling your colleague will help you better gauge how to proceed.

Question 3

Your team is just finishing a long meeting about a new accounting 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?

1. feedback
2. secondary information
3. pattern
4. channel

Answer 3

1. feedback
   Correct

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.

Question 4

Communication can be challenging because all people have _____.

1. better ideas
2. communication anxiety
3. mental filters
4. short attention spans

Answer 4

3. mental filters
   Correct

Question 5

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?

1. intentional listening
2. EEH listening
3. empathetic listening
4. reaffirming listening

Answer 5

3. empathetic listening
   Correct

Cassy puts herself in the employee’s shoes, or sees the world from the other person’s perspective, and listens with her heart.

Question 6

You discuss a great idea on how to improve a specific manufacturing product. However, your boss is unaware of issues, since quotas are being met. What is a likely reason you cannot persuade your boss on your idea?

1. You do not present enough evidence.
2. You do not allow your boss to absorb the idea.
3. You do not have enough enthusiasm.
4. You use the wrong channel.

Answer 6

1. You do not present enough evidence.
   Correct

To persuade, you need to craft an argument with the main claim, evidence, and reasoning for the idea.

Question 7

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?

1. Quincy coded the message with the wrong tone.
2. The coworker has language issues.
3. The coworker may have preconceived notions, or they have made assumptions about Quincy.
4. Quincy did not think about the coworker’s perspective.

Answer 7

3. The coworker may have preconceived notions, or they have made assumptions about Quincy.
   Correct

More than likely, the coworker has mental filters that are affecting the way the message is interpreted.

Question 8

What are the three major components of the Context communication building block?

1. location, timing, and relationships
2. timing, pattern, and feedback
3. location, relationships, and power distance

Answer 8

1. location, timing, and relationships
   Correct

Location, timing, and relationships are critical components of the context of your message.

Question 9

Why is the concept of teleoanticipation so important when running a meeting?

1. It is not relevant to meetings.
2. You must have a clear phone signal when hosting virtual meetings.
3. You need to be able to anticipate every concern your team members will address.
4. Your meeting attendees need to be able to pace their attention and energy to last the duration of the meeting, whether it is 15 or 90 minutes long.

Answer 9

4. Your meeting attendees need to be able to pace their attention and energy to last the duration of the meeting, whether it is 15 or 90 minutes long.
   Correct

Teleoanticipation is the biological process we use to pace ourselves. Meeting attendees need to be able to appropriately gauge their attention and energy exertion during meetings in order to be good participants throughout.

Question 10

You are creating your first presentation on a new CMS system for the company. Your steering committee includes the VP of Operations and the IT director. What must you include in your overall message?

1. a detailed budget that shows the return on investment
2. a Q&A session at the end of the presentation to attain feedback
3. a timeline of when the system will be implemented
4. reasons aligned with the values and priorities of decision makers

Answer 10

4. reasons aligned with the values and priorities of decision makers
   Correct

The message’s pattern of organization is the what, why, and how that incorporates the values and priorities of the decision makers.

Question 11

The boss asks you to help a new employee learn a process. After listing all the steps and separating them into buckets, you show the employee a tutorial. Which explanation activity are you following?

1. sharing the what, why, and how
2. considering learning style
3. breaking down the action steps

Answer 11

3. breaking down the action steps
   Correct

The steps you went through follow this activity, which would support your explanation of the process.

Question 12

Millie is traveling abroad and notices the person next to her has the same type of luggage, so she strikes up a conversation. What type of context drill is used in this social setting?

1. workplace context
2. neutral context
3. professional context

Answer 12

2. neutral context
   Correct

This is a suggested drill for situations where Millie will see something common with another person, and want to practice building rapport.

Question 13

When crafting an email, what should be the first thing you think about?

1. how you should address the recipient
2. the action you want the reader to take
3. who else you should send the email to
4. whether your “ask” is in the last paragraph

Answer 13

2. the action you want the reader to take
   Correct

Always begin by thinking of the action you want your reader to take when crafting your email.

Question 14

You are reviewing your most recently sent email to identify what you can improve on. What can you ask yourself to ensure you use the Think, Feel, Do model?

1. Was the action in the beginning of the email?
2. Was every word in the email necessary, or could you have been more concise?
3. Was the emails sent at the best time?
4. Did you use spell check?

Answer 14

2. Was every word in the email necessary, or could you have been more concise?
   Correct

When you craft an email message, this question will help you verify whether readers follow the Think, Feel, Do model.

Question 15

Derek is leading an instructional meeting with his sales staff. He begins the meeting by demonstrating how to use a new software, which is met with many yawns and blank stares from the audience. What did Derek do wrong?

1. He jumped straight to the demonstration, and did not explain why they were switching software.
2. He should not give a product demonstration and should assume his staff can use it.
3. He did not conduct small talk with his audience first.
4. He should have never made a software change, as the old one was likely fine.

Answer 15

1. He jumped straight to the demonstration, and did not explain why they were switching software.
   Correct

In order to increase buy-in from an audience, a speaker always needs to address “why” the information is important to them. Derek instead skipped straight to the product demonstration, and lost his audience.

Question 16

What is the least effective way to mine for connections?

1. Talk about the great weather lately.
2. Chat about the friendly cab driver you both had as you shared a ride to the hotel.
3. Gossip about how upset everyone is that they have to work weekends during the next quarter.
4. Ask how the person you are speaking with performed in their golf tournament over the weekend.

Answer 16

3. Gossip about how upset everyone is that they have to work weekends during the next quarter.
   Correct

Whenever you are mining for connections, it is critical that you keep the conversation positive! It is never a good idea to build rapport on negative situations.

Question 17

You are pitching a new recruiting platform to your boss, who is known to be an analytical, data-driven individual. What should you include in your pitch?

1. the benefit it will have by giving current employees more free time
2. benchmarks achieved by other companies using this new platform to show results
3. how the recruiting platform is true to your company’s values

Answer 17

2. benchmarks achieved by other companies using this new platform to show results
   Correct

Since your boss values data and evidence, it is imperative that you provide analytical reasons based in concrete facts that demonstrate value.

Question 18

It is _____ to suggest a deadline from a decision maker when making an ask.

1. risky
2. acceptable
3. impolite
4. unacceptable

Answer 18

2. acceptable
   Correct

It is definitely okay to suggest a deadline when making an ask. This helps develop a sense of urgency, and might prevent your request from getting pushed to the backburner.

Question 19

When you are asking for something, it is important to state the action you need clearly, make the next steps obvious and as easy as possible for the decision maker, and finally, _____.

1. send a thank-you note
2. insert some humor
3. create a sense of urgency
4. re-state your request

Answer 19

3. create a sense of urgency
   Correct

It is critical that you create a sense of urgency when asking for something so that your request doesn’t get put on the back burner by the decision maker.

Question 20

Reagan is developing a presentation for a C-suite on a major proposal. Which action will help her structure her presentation for this audience?

1. Expect to be grilled.
2. Use SCQA.
3. Focus on the trees.
4. Lead with the detail.

Answer 20

2. Use SCQA.
   Correct

This is a series of questions that will enable Reagan to keep her introduction short and the audience knowing the direction right away.

Question 21

Marvin wants to ask his boss for a promotion. Which approach should he take?

1. Keep practicing.
2. Have a coworker ask the boss for the promotion.
3. Ask, or he will never know if this was a possibility.
4. Ask, and bear the rejection.

Answer 21

3. Ask, or he will never know if this was a possibility.
   Correct

This is the best approach to help Marvin overcome fears of asking for what he wants.

Question 22

In the context of presenting up, what does it mean to “go for the forest, not the trees”?

1. Make as big of a request as possible, knowing that executives won’t grant it but might go for your “real” more modest request.
2. Present as many details as possible because executives need to know the little things.
3. Present culturally sensitive ideas whenever possible.
4. Focus on the big picture rather than the minute details.

Answer 22

4. Focus on the big picture rather than the minute details.
   Correct

Executives deal with a lot every day. As such, they will likely be more concerned with the big picture instead of the minute details of your presentation.

Question 23

What is not a suggested reaction to a situation that catches you off guard?

1. Calm yourself.
2. Buy time and acknowledge the situation.
3. Use a response formula.
4. Act immediately.

Answer 23

4. Act immediately.
   Correct

Acting immediately might be the worst thing you can do in this scenario. It is crucial that you take a moment to calm yourself and examine the landscape of the decision.

Question 24

An employee stops by your office to inform you that your most important customer is upset with service he is receiving. You feel unsettled. What is the first step you should take?

1. Find another project leader.
2. Tell him now is not a good time.
3. Ask questions.
4. Calm yourself.

Answer 24

4. Calm yourself.
   Correct

Taking a deep breath to calm yourself is a good first step, and will enable you to be more clear and respond with credibility.

Question 25

The executive committee presentation is coming up, and your boss wants you to prepare for difficult questions. Which approach should you take to prepare?

1. Summarize your entire presentation in three questions.
2. Make some notes and changes to prepare for the questions.
3. Use the SCQA sequence in developing the questions.
4. Ask three or more questions and practice with three colleagues.

Answer 25

4. Ask three or more questions and practice with three colleagues.
   Correct

This approach is the best to plan for any type of questions your intended audience may present to you.

Question 26

A coworker calls to inform you she found several errors in a report you submitted. You feel defensive, but do not want to respond this way. How should you respond?

1. Lead with the “first thought” you have.
2. Lead with the “second thought” you have.
3. Lead with the “third thought” you have.
4. Lead with every thought you have.

Answer 26

3. Lead with the “third thought” you have.
   Correct

Leading with the third thought that comes to your mind is the best approach, since this thought typically focuses on problem-solving.

Question 27

You want to practice the response formula for situations in which you are caught off guard. What is the correct formula?

1. What I know + What I don’t know
2. Buy time + Calm down + WWH
3. Buy time + What I know - What I don’t know
4. What I know + What I don’t know + How I will find out

Answer 27

4. What I know + What I don’t know + How I will find out
   Correct

This is the correct formula to use when responding to a situation in which you are caught by surprise.

Buy time + Calm down are good but not part of the formula…
2. Incorrect
This formula is a mix of the different actions you can take to address being caught off guard.

Question 28

Quinn is a friend and HR representative who comes to your staff meeting to explain the healthcare package to your team. After Quinn’s delivery, the team is distraught. Why is this most likely the case?

Select an answer:
1. Quinn is not tuned into the location of context.
2. Quinn is not tuned into the relationships involved in this context.
3. Quinn is not tuned into the timing of context.
4. Quinn is not tuned into the channel of context.

Answer 28

2. Quinn is not tuned into the relationships involved in this context.

Question 28

What should be your first step when responding to criticism?

1. Figure out why this person is criticizing you over something personal.
2. Respond with the first thing that comes to mind.
3. List the reasons their criticisms are wrong.
4. Check your own listening bias.

Answer 28

4. Check your own listening bias.
   Correct

Identifying and correcting our own assumptions about criticisms is the first step towards productive conversations. Rather than assume that the person is attempting to hurt us, we need to assume positive intent. Check those listening biases!

Question 29

When discussing a project with a potential client, what is not a way to listen attentively?

Select an answer:
1. making a list of your potential ideas to solve issues that they client is sharing
2. nodding to show that you are listening and paraphrasing for better understanding
3. maintaining attentive eye contact
4. showing empathy in your non verbals

Answer 29

1. making a list of your potential ideas to solve issues that they client is sharing

Question 30

When pitching an idea, it is a good idea to follow the _____ format.

Select an answer:
1. Why, How, What
2. What, How, Why
3. What, Why, How
4. How, Why, What

Answer 30

3. What, Why, How

Question 31

Conrad wants to advance his career, but is not sure what to focus on. As a recruiter, why would you tell him to focus on his communication competency?

Select an answer:
1. It will round out your resume.
2. It is a critical factor in choosing managers.
3. It is the foundation for making a higher salary.
4. It is the only value companies want.

Answer 31

2. It is a critical factor in choosing managers.

Question 32

Shiloh tells her boss, “We need additional funds for Project Z to be successful. Can you approve this new budget?” Which key component is missing from this “ask”?

Select an answer:
1. It is missing the next steps for the decision maker.
2. It does not include a clear reason for the action.
3. It is missing the sense of urgency only.

Answer 32

2. It does not include a clear reason for the action.

Question 33

What question should you ask yourself when you need to rapidly respond to a situation that caught you off guard?

Select an answer:
1. Who does this affect?
2. What do I know?
3. What do I do right now?
4. Am I going to be fired?

Answer 33

2. What do I know?

Question 34

You notice an employee at lunch who gets along easily with others, smiles, seems calm, and always asks positive questions. What do these types of behaviors do?

Select an answer:
1. They build rapport and trust.
2. They build jealousy and envy.
3. They are a sign the employee is trying to impress the boss.
4. They make the employee a cool person to hang out with.

Answer 34

1. They build rapport and trust.

Question 35

What is a suggested tip to help you exude warmth and confidence?

Select an answer:
1. Adjust your posture to match your audience.
2. Smile authentically.
3. Commiserate about the extra hours everyone has had to work lately.
4. Pace confidently back and forth while speaking.

Answer 35

2. Smile authentically.

Question 36

Bob is meeting with a potential client who asked him to design a training series for his staff. If Bob follows the four building blocks of communication, which action is incorrect?

Select an answer:
1. meeting with the client to understand the intended audience
2. meeting with the client to discuss the message that the client wants to communicate with the training series
3. meeting with the client to understand the context in which the staff communicates
4. meeting with the client to discuss preferred visuals for the presentation

Answer 36

4. meeting with the client to discuss preferred visuals for the presentation

Question 37

Which choice is not one of the four building blocks of communication?

Select an answer:
1. the message
2. the people
3. the presentation
4. effective listening

Answer 37

3. the presentation

Question 38

When two people are conversing, what is not considered part of the message?

Select an answer:
1. the location in which the communication is taking place
2. the words that are spoken or written between the sender and the receiver
3. the tone of voice used by the sender

Answer 38

1. the location in which the communication is taking place

Question 39

In a communication scenario, “people” are best described as _____.

Select an answer:
1. the audience involved in a communication event, and their mental mindsets and contexts that the communicator needs to take into account
2. the staff involved in designing the communication strategy
3. the group involved in presenting the communication strategy to the client

Answer 39

1. the audience involved in a communication event, and their mental mindsets and contexts that the communicator needs to take into account

Question 40

James is conducting a meeting with team members across the country. Which action can he take to ensure he is facilitating everyone’s thoughts?

Select an answer:
1. Schedule the meeting, even if some people cannot attend.
2. Ask all attendees to repeat themselves.
3. Ask a question, and then patiently wait in silence for each person to share ideas.
4. Ask a question, and then let everyone have an open discussion.

Answer 40

3. Ask a question, and then patiently wait in silence for each person to share ideas.

Question 41

Johanna is crafting an email to her 100 direct reports on a new process. How can she keep her email short and to the point?

Select an answer:
1. Include all the details after the first two sentences, since no one will read them anyway.
2. The first paragraph is the main purpose, and the second paragraph is the action.
3. Edit the tone and accuracy by ensuring the message is strict.
4. The first sentence is the main purpose, and the second sentence is the action.

Answer 41

4. The first sentence is the main purpose, and the second sentence is the action.

Question 42

When presenting up, it is suggested that you start your presentation with your _____.

Select an answer:
1. name and address
2. conclusion
3. data
4. best joke

Answer 42

2. conclusion

Question 43

You and your boss are having some difficulty seeing eye to eye on a work project. What would be the best context to resolve your conflict?

Select an answer:
1. an email from you asking for a good time in the upcoming days to discuss the issue face-to-face
2. an impromptu conversation about the topic at a staff function
3. a phone call while you know she is driving to a conference for a timely chat
4. an email presenting your viewpoint and asking for her response

Answer 43

1. an email from you asking for a good time in the upcoming days to discuss the issue face-to-face

Question 44

Ratino is working on how to process criticism at work so he can influence the conversation to a solution. What is the last step in this process?

Select an answer:
1. He should assume positive intent.
2. He should say, “Thank you.”
3. He should empathize.
4. He should say, “Yes, and….”

Answer 44

4. He should say, “Yes, and….”

Question 45

Mark was surprised that his proposal was rejected by the client. He spent a long time listening to the client, taking pages and pages of notes, designing a detailed set of visuals, and sending it via email so that he would make the agreed upon deadline. What did Mark miss from a channel standpoint in his communication process?

Select an answer:
1. Mark should have worked through a better timeline so that he could present and discuss his proposal in a face-to-face, or at least virtual face-to-face, setting.
2. Mark should have sent a written proposal instead of visuals.
3. Mark should have sent his visuals in a Prezi format instead of a PowerPoint format, since that is what his client preferred.
4. Mark should have sent a voice over along with his visuals for better understanding.

Answer 45

1. Mark should have worked through a better timeline so that he could present and discuss his proposal in a face-to-face, or at least virtual face-to-face, setting.

Question 46

Sarah is meeting with a client. How should she apply the Think, Feel, Do model in her interactions?

Select an answer:
1. all of these answers
2. by thinking about how she wants her audience to perceive her message
3. by thinking about how she phrases her words so that her audience will understand her meaning
4. by thinking about how her audience should feel about her message

Answer 46

1. all of these answers
   -by thinking about how she wants her audience to perceive her message
   -by thinking about how she phrases her words so that her audience will understand her meaning
   -by thinking about how her audience should feel about her message

Question 47

When explaining a process or providing instruction, why is it important to separate information into three buckets?

Select an answer:
1. If learners cannot understand messages after the third time, they should not be performing the tasks or processes.
2. Our brains decode differently, so the message should be delivered with the who, what, and where logic.
3. Our brains operate more efficiently when we think and receive information in sets of three.
4. Our brains consider it a challenge to figure out what another person is trying to convey.

Answer 47

3. Our brains operate more efficiently when we think and receive information in sets of three.

Question 48

When deciding how to explain something, you must first consider whether you need the _____ or the _____ from your audience.

Select an answer:
1. process; product
2. good news; bad news
3. pros; cons
4. product; conclusion

Answer 48

1. process; product