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ICMA effective supervisory practices 5th > Test 5 > Flashcards

Test 5 Flashcards

1
Q

What is occurring when something from our past experiences makes us see people as a group and not individuals?

A. Discrimination
B. Fluffing
C. Stereotyping
D. Alienating

A

C. Stereotyping

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2
Q

What can communicate meaning in ways that words alone cannot?

A. Eye contact
B. Body language
C. Paralanguage
D. Written instructions

A

C. Paralanguage

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3
Q

What is not communicated in emails that is vital to effective communication?

A. Meaning
B. Words
C. Tone
D. Message

A

C. Tone

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4
Q

Which nonverbal cue is being communicated when you are leaning forward?

A. Bored
B. Closed
C. Open
D. Interest

A

D. Interest

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5
Q

Who is the person who is talking during communication?

A. Receiver
B. Medium
C. Messenger
D. Sender

A

D. Sender

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6
Q

Which is NOT acceptable when working in a diverse workforce?

A. Be alert to nonverbal messages
B. Accept different perspectives as appropriate
C. Treat all employees with respect
D. Use jargon when appropriate

A

D. Use jargon when appropriate

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7
Q

Which is NOT a way to give feedback to an employee?

A. Avoid being judgmental
B. Deal in specifics
C. Own the statements you make
D. Trigger emotional responses for effect

A

D. Trigger emotional responses for effect

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8
Q

What can cause the original message to become something completely different?

A. Senders interpretation
B. feedback’s interpretation
C. Receiver’s interpretation
D. Messenger’s interpretation

A

C. Receiver’s interpretation

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9
Q

What must happen for true listening to occur?

A. Hearing
B. Responding
C. Understanding
D. Receiving

A

C. Understanding

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10
Q

Which is NOT good when giving an employee feedback?

A. Give feedback promptly
B. Examine your own motives
C. Give feedback publicly
D. Be descriptive rather then judgmental

A

C. Give feedback publicly

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11
Q

What is the means by which the message is sent?

A. Feedback
B. Receiver
C. Medium
D. Messenger

A

C. medium

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12
Q

What nonverbal cue may be being communicated when there is limited eye contact?

A. Boredom
B. Anger
C. Nervousness
D. Interest

A

C. Nervousness

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13
Q

Which of the following is NOT something that you as the sender of a message can do to ensure that the message is clear?

A. Write the message out first to review the meaning
B. Ask for feedback
C. Think carefully about who the receiver is
D. Know what your objective is in sending the message

A

A. Write the message out first to review the meaning

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14
Q

What can be used to improve communication?

a. Asking for feedback
B. Being careful with the message
C. Ask for feedback from employees on you
D. Offer incentive for good performance

A

C. Ask for feedback from employees on you

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15
Q

What nonverbal clue is being communicated when you are standing over a seated employee?

A. Nervousness
B. Anger
C. Interest
D. Boredom

A

B. Anger

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16
Q

Which generation is at retirement age but may still be in the workforce?

A. Traditionalists
B. Generation Y
C. Generation X
D. Baby boomers

A

A. Traditionalists

17
Q

What is the average rate of speech for most americans?

A. 150-175 words per minute
B. 200-225 words per minutes
C. 175-200 words per minutes
D. 125-150 words per minute

A

D. 125-150 words per minute

18
Q

Which is NOT an appropriate action when actively listening?

A. Use appropriate facial expressions
B. Look directly at the speaker
C. Let the speaker finish without interruption
D. Encourage the slow speaker to speed up

A

D. Encourage the slow speaker to speed up

19
Q

What can be done to avoid an early interruption of the speaker?

A. Being to paraphrase them
B. Allow for a thoughtful pause
C. Stare at them until they say they are done
D. Ask if they are done talking

A

B. Allow for a thoughtful pause

20
Q

How many generations are there in the workforce for the first time ever?

A. Six
B. Four
C. Five
D. Three

A

B. Four

21
Q

Which is NOT a correct statement about using email for communication?

A. Don’t overuse email
B. Never pass along jokes
C. Discourage follow up
D. Reread each message before sending

A

C. Discourage follow up

22
Q

What often leads to a breakdown in communication in an organizational setting?

A. Receiver does not take responsibility for clarity
B. Neither party takes responsibility for clarity
C. Sender does not take responsibility for clarity
D. Third party does not take responsibility for clarity

A

B. Neither party takes responsibility for clarity

23
Q

What should be focused on when giving an employee feedback?

A. All things that need changing
B. What others are worried about
C. Minor changes
D. What is changeable

A

D. What is changeable

24
Q

How should the message be restated to show you understood the message as it was delivered?

A. Regurgitate the persons words
B. Recite important pieces
C. Give your own impression of the message
D. paraphrasing in your own words

A

D. paraphrasing in your own words

25
Q

What are factors that distort or block the message?

A. Receiver
B. Medium
C. Feedback
D. Noise

A

D. Noise

26
Q

What is considered the more effective form of communication particularly in organizations?

A. One way
B. Two way
C. Rotational
D. Circular

A

B. Two way

27
Q

Generally what percentage of a supervisors day is spent communicating in some form?

A. 80%
B. 65%
C. 75%
D. 70%

A

A. 80%

28
Q

Which is NOT a way to receive honest and open feedback from your employees?

A. Be ready to hear comments that make you feel uncomfortable
B. Offer incentives for speaking up
C. Ask for clarification
D. Thank the employee for the feedback

A

B. Offer incentives for speaking up

ICMA effective supervisory practices 5th (11 decks)

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