Chapter_02_Team_and_Interpersonal_Communication

True / False
对 / 错

1. Because individuals do not waste time interacting with others, they can usually accomplish more work alone than in teams.

	a. 一个。	True 真
	b.	False 假

ANSWER:
答：

False
假

2. Research indicates that the ideal small team consists of around five members.

	a. 一个。	True 真
	b.	False 假

ANSWER:

True
真

3. It is best to assume the role of reader when providing feedback on a coworker's document.

	a. 一个。	True 真
	b.	False 假

ANSWER:

True
真

4. Avoiding conflict in groups is essential to preserving harmony and successfully completing projects.

	a. 一个。	True 真
	b.	False 假

ANSWER:

False
假

5. Groups should discourage debate about work issues because this prevents cohesive decisions from being implemented on time.

	a. 一个。	True 真
	b.	False 假

ANSWER:
答：

False

6. Groupthink results when a team's cohesiveness suppresses the free flow of ideas.

	a. 一个。	True 真
	b.	False 假

ANSWER:
答：

True
真

7. Healthy conflict in groups focuses on personality differences.

	a.	True 真
	b.	False 假

ANSWER:
答：

False
假

8. A consensus occurs when all team members can support a particular course of action.

	a. 一个。	True 真
	b.	False 假

ANSWER:
答：

True
真

9. To build a level of trust and ease, team members should refrain from engaging in small talk at their initial meeting.

	a.	True 真
	b.	False 假

ANSWER:
答：

False
假

10. When commenting on team writing, you should use more you statements than I statements in communicating with team members.

	a. 一个。	True
	b.	False 假

ANSWER:
答：

False
假

11. A group will perform more effectively if its members are allowed to contribute as fully as possible.

	a. 一个。	True 真
	b.	False 假

ANSWER:
答：

True
真

12. When writing in a team, your first order of business is to divide tasks among the members.

	a. 一个。	True 真
	b.	False

ANSWER:
答：

False
假

13. A frequent problem of team-written documents is the lack of one "voice" throughout the document.

	a. 一个。	True 真
	b.	False 假

ANSWER:
答：

True
真

14. Team members have an ethical obligation to avoid promoting self-centered agendas.

	a. 一个。	True 真
	b.	False 假

ANSWER:
答：

True
真

15. When different team members contribute to a report, have each writer review the entire draft.

	a. 一个。	True
	b.	False

ANSWER:

True

16. When giving negative feedback on a peer's writing, emphasize the writer's role in creating the text, rather than the text itself.

	a.	True
	b.	False

ANSWER:

False

17. The first step in planning a meeting is to determine the specific purpose and assess whether face-to-face contact is even necessary.

	a.	True
	b.	False

ANSWER:

True

18. Holding a meeting is more efficient than sending an email message for communicating routine information.

	a.	True
	b.	False

ANSWER:

False

19. With an agenda, you can better prepare for a meeting by gathering background information and remaining focused on what is to be covered.

	a.	True
	b.	False

ANSWER:

True

20. When planning a meeting, invite only those who have a specific reason to attend.

	a.	True
	b.	False

ANSWER:

True

21. Proper logistics, including appropriate timing, location, and room setup, can enhance the productivity of a meeting.

	a.	True
	b.	False

ANSWER:

True

22. Starting on time sends a clear message that the attendees will not delay discussions and decisions while awaiting chronic latecomers.

	a.	True
	b.	False

ANSWER:

True

23. Unless an attendee suggests a new topic at the start, only information listed on the agenda should be discussed at a meeting.

	a.	True
	b.	False

ANSWER:

False

24. Begin and end meetings on time for maximum efficiency.

	a.	True
	b.	False

ANSWER:

True

25. The minutes of a meeting should emphasize what was accomplished, not what participants said.

	a.	True
	b.	False

ANSWER:

True

26. Using your eyes is a particularly effective way to express meaning without words.

	a.	True
	b.	False

ANSWER:

True

27. Although a nonverbal message is not written or spoken, it may be conveyed along with a verbal message.

	a.	True
	b.	False

ANSWER:

True

28. The way you stand and where you position your legs or arms signal whether your verbal message is emotional or rational.

	a.	True
	b.	False

ANSWER:

False

29. In some cultures, maintaining eye contact is not important and may even be considered impolite.

	a.	True
	b.	False

ANSWER:

True

30. Touch, when clearly well-intended, builds positive working relationships.

	a.	True
	b.	False

ANSWER:

False

31. Virtual meetings are a great opportunity to increase productivity by multitasking.

	a.	True
	b.	False

ANSWER:

False

32. The more specific your meeting purpose is, the better your results will be.

	a.	True
	b.	False

ANSWER:

True

33. Avoid dismissing a topic simply because it's uninteresting or not presented in an exciting way.

	a.	True
	b.	False

ANSWER:

True

34. Often, reflecting is better than paraphrasing because you are telling the person that you hear, understand, and care about the underlying message.

	a.	True
	b.	False

ANSWER:

True

35. Active listening means constantly planning what you'll say next.

	a.	True
	b.	False

ANSWER:

False

36. Hearing consists of interpreting and assigning meanings to the sounds that are heard.

	a.	True
	b.	False

ANSWER:

False

37. It is possible to listen and yet not understand.

	a.	True
	b.	False

ANSWER:

True

38. The communication skill we use most is listening.

	a.	True
	b.	False

ANSWER:

True

39. One of the major causes of poor listening is lack of training in the process.

	a.	True
	b.	False

ANSWER:

True

40. Poor listening is due, in part, to the difference between the speed at which the sender speaks and the speed at which the receiver's brain processes data.

	a.	True
	b.	False

ANSWER:

True

41. When you are striving to improve your listening skills, you can more easily eliminate physical distractions than mental distractions.

	a.	True
	b.	False

ANSWER:

True

42. It is just as important for a listener to maintain eye contact with the speaker as for the speaker to maintain eye contact with the whole audience.

	a.	True
	b.	False

ANSWER:

True

43. One way to remain actively involved in a presentation is to paraphrase the speaker's remarks in notes.

	a.	True
	b.	False

ANSWER:

True

Multiple Choice

44. According to research, the most effective work teams generally consist of a maximum of how many members?

	a.	Two
	b.	Three
	c.	Five
	d.	Seven
	e.	Ten

ANSWER:

45. Which statement correctly describes teams?

	a.	Teamwork usually produces lower-quality output than individual work.
	b.	Conflict about issues should be avoided during team meetings because it destroys group cohesiveness.
	c.	Teams should strive for groupthink to enhance cohesiveness.
	d.	The most effective teams require unanimity to make every decision.
	e.	Personality conflicts can damage a team's effectiveness.

ANSWER:

46. Groupthink is caused by:

	a.	pressure to show immediate results.
	b.	an overemphasis on unity that stifles information flow.
	c.	requiring decisions to be made through consensus.
	d.	narrowly defined problems and goals.
	e.	interpersonal conflict that interferes with productivity.

ANSWER:

47. Which of the following is part of an appropriate way to manage team writing?

	a.	Start by creating a project plan.
	b.	Divide tasks equitably among team members.
	c.	Assign one team member to review all drafts.
	d.	Allow each writer's unique style to come through.
	e.	Use a data-dump to cover all research gathered.

ANSWER:

48. Even when all the members of the team are good writers, a common problem of team writing is:

	a.	sloppy format.
	b.	lack of organization.
	c.	multiple voices.
	d.	lack of detail.
	e.	excessive informality.

ANSWER:

49. Which of the following is an example of preferred wording for commenting on peer writing?

	a.	I don't like this.
	b.	You really need to make this part clearer.
	c.	I was confused by this paragraph.
	d.	Have you thought about using the spell-check feature?
	e.	Take a grammar class and then edit this document again.

ANSWER:

50. From an ethical perspective, team members should:

	a.	put their self-interest first.
	b.	respect the ideas of others.
	c.	arouse conflict to improve team debates.
	d.	support the dominant member to facilitate decisions.
	e.	ignore any emotional needs of the members.

ANSWER:

51. Which of the following statements about group conflict is true?

	a.	Most leaders do not work hard enough to avoid it.
	b.	It is necessary to help a group achieve consensus.
	c.	It is most useful when it encourages conformity.
	d.	It is always personal and disruptive.
	e.	It may be a useful tool in promoting groupthink.

ANSWER:

52. Which of the following is a potential benefit of commenting on a peer's writing?

	a.	It builds a sense of community within the team.
	b.	It improves your standing within the team.
	c.	It allows you to practice grading others' writing.
	d.	It gives you more credit for the team's success.
	e.	It brings attention to your writing skills.

ANSWER:

53. Which of the following is a helpful strategy when providing constructive feedback on team writing?

	a.	Try to assume the role of an instructor.
	b.	Mark every error that you see.
	c.	Emphasize the text when giving positive feedback.
	d.	Avoid taking over the text.
	e.	Read first for spelling and grammar issues.

ANSWER:

54. Which of the following is a key ethical responsibility of all team members?

	a.	Ensuring that everyone contributes equally
	b.	Taking primary responsibility for the success of the group effort
	c.	Creating a fun social atmosphere
	d.	Respecting the emotional needs of others
	e.	Contributing work that is good enough to be acclaimed by other members

ANSWER:

55. Which type of group communication refers to the notion that everyone would agree to the same idea?

	a.	Consensus
	b.	Conflict
	c.	Creativity
	d.	Conformity

ANSWER:

56. Which of the following questions should a newly formed team address as members try to determine how it will operate?

	a.	What are the consequences if someone misses a deliverable or team meeting?
	b.	What is the team's purpose?
	c.	How will we measure success?
	d.	What will be the impact of our work?
	e.	What should the final product look like?

ANSWER:

57. A team with a lack of independent thought may be experiencing:

	a.	groupthink.
	b.	incohesiveness.
	c.	consensus.
	d.	conflict aversion.
	e.	conflict.

ANSWER:

58. Which step in a team writing project involves creating an outline?

	a.	Identify Project Requirements
	b.	Draft the Writing
	c.	Create a Project Plan
	d.	Revise the Writing
	e.	Finalize the Project

ANSWER:

59. What comes as a result of reaching a decision that best reflects the thinking of all team members?

	a.	Conformity
	b.	Consensus
	c.	Groupthink
	d.	Consequence
	e.	Conflict

ANSWER:

60. Which of the following statements is generally true of working in teams?

	a.	Teams larger than four people may lose cohesion.
	b.	Teams are often less creative and accomplish less work than individuals working alone.
	c.	Accountability is most effective when it is applied externally.
	d.	Effective leaders work well as part of a team and can resolve conflicts.
	e.	All types of conflicts can doom a team's functioning.

ANSWER:

61. You can convey a positive, professional image on the phone by:

	a.	eating a quick snack to keep up your blood sugar.
	b.	putting the caller on hold if you get another call.
	c.	using your natural voice, but making sure you don't sound bored.
	d.	using your time efficiently by keeping your email on the screen.
	e.	using frowns and eye rolling to let off steam when annoyed.

ANSWER:

62. Which of the following would be a purpose for calling a meeting?

	a.	To request a monthly status update
	b.	To provide feedback on a report
	c.	To notify staff of changes to procedures
	d.	To discuss potential features for a new product

ANSWER:

63. Planning a meeting includes which one of the following?

	a.	Facilitating interactivity
	b.	Preparing the minutes
	c.	Setting the stage
	d.	Deciding who should attend

ANSWER:

64. The first thing you should do before even scheduling a meeting is:

	a.	formulate an agenda.
	b.	determine who should attend.
	c.	decide what you want to achieve.
	d.	plan the schedule and location.
	e.	designate someone to take minutes.

ANSWER:

65. Why should you prepare an agenda even for informal meetings?

	a.	It will give you a record of what has been discussed.
	b.	It will help focus the attention of all participants.
	c.	It enables you to inform participants of the day, time, and place.
	d.	It will cover reports of previous meetings.
	e.	It will convince participants of the need for a meeting.

ANSWER:

66. Which of the following is good advice about deciding who should attend a meeting?

	a.	Decide how each participant's presence is related to your purpose.
	b.	Include all members of a department or team.
	c.	Represent differences in status from throughout the organization
	d.	Exclude people as needed to prevent conflict.

ANSWER:

67. What is one of the functions of the facilitator of a meeting?

	a.	Make certain that each attendee contributes the same amount.
	b.	Cut off any discussion that veers from the agenda.
	c.	Ensure that participants support their ideas with evidence.
	d.	Summarize accomplishments at the end of the meeting.

ANSWER:

68. When you prepare minutes of a meeting, you should:

	a.	accurately summarize the discussions and decisions made.
	b.	ask participants to review a draft before sending the final version to the leader.
	c.	write concisely to save space and avoid numerous subheadings.
	d.	indicate who made and seconded each motion.
	e.	follow parliamentary procedure to give the minority a voice.

ANSWER:

69. An unscheduled telephone call may be considered:

	a.	exciting.
	b.	cheap.
	c.	intrusive.
	d.	alarming.
	e.	technologically advanced.

ANSWER:

70. When creating a virtual team charter, which of the following statements addresses the issue of how the team will know it is successful?

	a.	We will produce a report based on our findings that lists steps for future action.
	b.	We will strive to address any issues, conflicts, or disagreements as they occur.
	c.	We will meet every Tuesday at 10 a.m. EST on Zoom.
	d.	We will strive for consensus, but the team leader will make decisions if we cannot reach it.

ANSWER:

71. When answering the question of what the team is expected to do, the team is addressing what aspect of a virtual team charter?

	a.	Decision making
	b.	Roles and responsibilities
	c.	Results
	d.	Purpose

ANSWER:

72. For an important meeting, what is the next best alternative format to face-to-face?

	a.	Conference call
	b.	Video meeting
	c.	Synchronous text
	d.	Instant messaging
	e.	Group emails

ANSWER:

73. Which of the following statements about online meetings is true?

	a.	They are best for difficult discussions and complex decision making.
	b.	They sometimes fail because of technology.
	c.	They tend to be very expensive.
	d.	They keep attendees focused on the task.
	e.	They do not allow teams to work on documents together.

ANSWER:

74. Which of the following is true of conference calls?

	a.	They use video-based technology.
	b.	They avoid overlapping conversations.
	c.	They are generally expensive.
	d.	They connect multiple people in different locations.
	e.	They accommodate only one-way communication.

ANSWER:

75. Which of the following is an important drawback of face-to-face meetings?

	a.	They can fail if the room technology breaks.
	b.	They may lead to distractions when people multitask.
	c.	They are expensive if many people must travel to a meeting location.
	d.	They fail to allow participants to develop meaningful relationships.
	e.	They cause overlapping conversations.

ANSWER:
答：

76. A Harvard Business Review study found that what percent of managers felt that meetings were unproductive and inefficient?

	a. 一个。	95%
	b.	60%
	c.	71%
	d.	20%

ANSWER:
答：

77. Leaders seeking to hold a successful business meeting should:

	a.	avoid inviting people who may cause conflict.
	b.	invite anyone who will have an opinion on the discussion topic.
	c.	invite everyone who might have hurt feelings if left out.
	d.	avoid inviting people who cannot contribute to the meeting.
	e.	always invite leaders at the next-higher level of the company.

ANSWER:
答：

78. Which of the following is a typical factor to consider when choosing a meeting format?

	a. 一个。	Common format used by major competitors
	b.	Preference to avoid seeing a colleague face-to-face
	c.	The logistics of bringing people together from different locations
	d.	Known conflicts between participants

ANSWER:
答：

79. What type of meeting format costs little and is easy to set up, but may lead to distractions when people multitask or forget to use the mute button?

	a. 一个。	Synchronous texting
	b.	Smartphone apps
	c.	Face-to-face meetings
	d.	Conference calls

ANSWER:
答：

80. Which of the following correctly describes an aspect of body movement as nonverbal communication?

	a. 一个。	You should avoid gestures because they distract from your message.
	b.	Most cultures stress the importance of maintaining eye contact.
	c.	You'll appear nervous if you lean forward during a business conversation.
	d.	Facial expressions may not be as universally understood as once thought.

ANSWER:
答：

81. Which of the following accurately describes body movement?

	a. 一个。	Facial expressions are the most expressive part of the body.
	b.	Gestures detract from your verbal message.
	c.	Gestures are very similar in meaning across cultures.
	d.	Body stance is the most reliable type of nonverbal communication.

ANSWER:
答：

82. Which statement accurately describes an aspect of voice qualities?

	a. 一个。	Nervous people usually talk slowly.
	b.	People who speak too loudly risk being interrupted.
	c.	Tone can carry intended and unintended meaning.
	d.	Men are often coached to increase resonance.

ANSWER:
答：

83. Which of the following is true of touch?

	a. 一个。	Touch is never appropriate in a business setting.
	b.	The person junior in rank should initiate the handshake or other business greeting.
	c.	Touch may be expected in certain circumstances.
	d.	Shaking hands remains the most common business greeting.

ANSWER:
答：

84. Which of the following is true of touching?

	a. 一个。	It is necessary to make a good first impression.
	b.	It is encouraged in most companies.
	c.	It is acceptable when well-intentioned.
	d.	It is only one way to build relationships.

ANSWER:

85. Of the following, which would be the best definition of listening?

	a.	It is a passive process of perceiving a sound.
	b.	It is a culturally sensitive process of interpretation.
	c.	It is defined as sound waves striking the eardrum.
	d.	It is an active process of assigning meaning to sounds.
	e.	It is an accommodation to the transmission and reception of messages.

ANSWER:

86. Which of the following is a true statement about hearing?

	a.	You can hear and still not listen.
	b.	Hearing is simply perceiving sound.
	c.	Hearing is an active process.
	d.	Hearing tends to tune out unusual sounds.
	e.	Hearing involves much more than listening.

ANSWER:

87. Which of the following is probably the least developed of the verbal communication skills?

	a.	Listening
	b.	Seeing
	c.	Writing
	d.	Reading
	e.	Speaking

ANSWER:

88. When you give the speaker your undivided attention, you:

	a.	focus on the speaker's comments.
	b.	focus on how the talk is delivered.
	c.	consider how interesting the speaker is.
	d.	check to see whether the speaker maintains eye contact with the audience.
	e.	focus on how well groomed and relaxed the speaker is.

ANSWER:

89. Which of the following is a good way to improve your listening skills?

	a.	Focus on the speaker's manner of delivery.
	b.	Attend to content that is consistent with your point of view.
	c.	Interrupt the speaker when you have a question or an idea to share.
	d.	Involve yourself by mentally planning replies to the speaker's points.
	e.	Maintain eye contact with the speaker to show interest.

ANSWER:

90. When you listen with an open mind, you:

	a.	think you "lose" if you come to agree with the speaker's position.
	b.	seek to understand why the speaker is taking a certain viewpoint.
	c.	contrast the speaker's facts with your experience.
	d.	apply a subjective frame of reference.
	e.	consider how the speaker looks, sounds, and acts.

ANSWER:

91. Allowing a few moments of silence in a conversation:

	a.	conveys disrespect for the speaker.
	b.	precludes effective problem solving.
	c.	puts pressure on you to rebut the speaker's ideas.
	d.	shows that you have doubts about the speaker's views.
	e.	allows the speaker time to elaborate.

ANSWER:

92. When you are involved in listening to a speaker, you:

	a.	think about how the information relates to you.
	b.	prevent any uncomfortable silences.
	c.	plan your response to the main points.
	d.	identify the weakest arguments and supporting details.
	e.	focus on the source of the content and evaluate its credibility.

ANSWER:

93. Which of the following would help a person become a better listener?

	a.	Giving the speaker your undivided attention
	b.	Interrupting when you know what the speaker is going to say
	c.	Being prepared to respond immediately
	d.	Planning what to say next
	e.	Taking detailed notes

ANSWER:

Subjective Short Answer

94. Explain why teamwork can be superior to individual work.

ANSWER:

Teams can usually accomplish more work than individuals can. A team's output often exceeds the total of the individuals' efforts. When team members rely on each other to achieve work goals, they can grow personally and professionally. When there is trust, team members accomplish tasks more easily, overcome challenges, and feel happier at work.

95. Discuss how conflict, conformity, and consensus affect teams.

ANSWER:

Conflict emerges because people have differing ideas, but it can be a positive attribute of groups. The diverse ideas can help team members identify the best solutions and suggestions. However, personality conflicts can destroy the effectiveness of groups.

Conformity is needed for agreement on fundamental issues, such as how a group functions. When too much conformity exists, however, new, creative ideas are not expressed and the result may be a lack of innovative solutions and approaches. Pressure to conform is negative because only one viewpoint is aired.

Consensus occurs when groups reach a decision that best reflects the thinking of all group members. At some point, many decisions must be made that most members can accept and support even if they have some reservations.

96. Why is "small talk" important when a group is first forming?

ANSWER:

People need to be able to trust the members of their team. When team members don't know each other, trust does not exist. By sharing personal information about their families, friends, hobbies, and so on, members become better able to build relationships and foster an open environment in which everyone is comfortable.

97. What are some ways to minimize and solve group problems?

ANSWER:

Group problems can be minimized or effectively handled when team members have gotten to know one another, established ground rules, and discussed behavioral norms. To overcome problems, team members should not blindly accept them, overreact to them, or underreact to them. Team members should maintain certain standards of ethical behavior, such as respecting others and acting with integrity. Members should welcome all contributions respectfully, regardless of whether they agree with what is said. Members should encourage each other to produce their best work, rather than blame or criticize them for not performing up to standard.

98. Describe ethical dimensions of work-team communication.

ANSWER:

Ethical standards dictate that team members put the good of the team ahead of their own personal agenda. Team members also have an ethical obligation to respect the integrity and emotional needs of other group members. Finally, each member has an ethical responsibility to contribute his or her best effort to the team's mission by engaging in appropriate behavior and refraining from counterproductive actions.

99. Explain the steps for successful team writing.

ANSWER:

a.	Identify project requirements. Determine the project goals, identify project components, and decide how to share information.
b.	Create a project plan. Divide the work fairly and determine who will complete which task by when.
c.	Draft the writing. Different members can write different parts of the document that relate to their fields of expertise, or one person may be in charge of drafting the entire document from information provided by group members.
d.	Revise the writing. Enough time should be allowed for editing the draft. Each team member should review the entire draft and provide feedback. It should be written in a single "voice."
e.	Finalize the project. Everyone should proofread the final document. The team should also be clear about delivery: who will submit the final version, in what format, and by when?

100. What is the rationale for using "I" language when critiquing peer writing?

ANSWER:

By stating "I don't understand this section" instead of "You need to make this section clearer," you focus on yourself and don't sound as judgmental, forceful, or critical of the reader. You are removing the "you," or receiver, from the criticism.

101. Early on, teams need to agree on how they'll operate and make decisions. What are some of the topics they should discuss?

ANSWER:

Answers will vary, but could include:

a.	What happens if someone misses a deliverable or team meeting?
b.	What if someone needs help completing a task?
c.	How should conflicts between team members be resolved?
d.	How will the team make important decisions?

102. What ethical obligations come with belonging to a team?

ANSWER:

Teamwork requires that participants balance their own needs with the larger responsibility to the team. Members should set aside private agendas and avoid advocating positions that might benefit them personally but not be best for the team. Promoting the well-being of the team means refraining from destructive gossip, dominating meetings, sabotaging work, or belittling the contributions of others. Being part of a team lets you encourage team members when goals are not met, and to celebrate the success of every member who contributes to the team goals.

103. Why is the ability to conduct and participate in meetings a crucial management skill?

ANSWER:

Whether in person or through technology, people meet to share information, provide team progress updates, solicit and provide input, solve problems, make decisions—and start, maintain, and sometimes end relationships. Unfortunately, many meetings are unnecessary and poorly run. In response to one survey, a majority of managers said meetings were unproductive and inefficient, and that meetings kept them from getting their own work done or from doing deep thinking. However, meetings can work well if the facilitator and attendees have the skills to conduct them and participate effectively.

104. Why is it necessary to develop an agenda for a meeting?

ANSWER:

An agenda helps the leader prepare for the meeting by showing what background information he or she needs. Furthermore, an agenda helps the leader conduct the meeting by keeping participants focused on the topics.

105. You are responsible for leading a meeting. What are some of your primary responsibilities?

ANSWER:

The leader should determine the purpose of the meeting and decide who should attend. The leader should prepare an agenda and follow it to keep the meeting focused and achieve its purpose. In addition, the leader should encourage participation and facilitate the discussion. Finally, the leader should summarize the meeting and end it on time.

106. What are the advantages and disadvantages of video or online meetings?

ANSWER:

Video or online meetings can save money that would be spent on travel. Because it is multichannel and can include telepresence, it may be the best alternative to a face-to-face meeting. On the other hand, the technology may be expensive and may be subject to breakdowns or user error. They may also lead to Zoom fatigue.

107. Give an example of a nonverbal message that reinforces a verbal message and of a nonverbal message that contradicts a verbal message.

ANSWER:

Students will have a variety of answers. Here are two examples of each. 1. Looking a student in the eye and smiling while praising the student; 2. A business executive maintaining eye contact, smiling, and shaking hands firmly when greeting a client; 3. Saying "Good morning" in a somber tone without smiling; 4. Acting extremely nervous and not maintaining eye contact while listing your qualifications for the position during an important job interview.

108. It has been said that your face (especially your eyes) is the most expressive part of your body. Explain the importance of eye contact, and how to maintain it during videoconferencing.

ANSWER:

Maintaining eye contact indicates that you are interested in someone's ideas or conversation. We typically look at people’s faces and not directly into the camera. Research shows that looking a bit downward is generally acceptable, but people are sensitive to sideways eye contact. To give the appearance of direct eye contact, place the other person’s image as close to the camera as possible and sit back a little, although not so much that your image is too small. To see your own eye contact, take screenshots to compare how you look when you gaze at different parts of your screen and camera.

109. Briefly explain how (a) facial expressions and gestures, (b) body movement, (c) physical appearance, (d) voice qualities, and (e) touch are important nonverbal communication techniques in conveying messages to an audience.

ANSWER:

a.	Facial expressions and gestures. Eye contact indicates interest in a topic. Gestures, such as hand motions, emphasize different ideas.
b.	Body movement. Body stance can indicate confidence as well as levels of interest and involvement.
c.	Physical appearance. Attractive people are seen as more intelligent. They are able to persuade their audience better than unattractive people. Attractiveness gains attention.
d.	Voice qualities. Volume, speed, pitch, tone, and accent are used to emphasize or subordinate ideas. Varying these elements sustains the interest of the audience and can be used to indicate meaning.
e.	Touch. Touching in the office may be unwelcome. However, lightly touching someone may be appropriate, or even expected when, for example, someone suffers a tragedy. Handshakes, once the most common business greeting, have also fallen out of favor because of concerns over transmissible diseases.

110. Explain some of the causes of poor listening.

ANSWER:

A major cause of poor listening skills is lack of instruction. What skills we do acquire we tend to develop on our own. Poor listening is also caused because we think faster than we speak. This disparity causes our minds to wander and to lose concentration.

111. What might be some results of ineffective listening? Explain how these results can affect a business.

ANSWER:

Ineffective listening can be frustrating for the speaker, and contributes to misunderstandings and a feeling of not being valued. In business, listening impacts tasks and relationships. While effective listening can improve tasks and relationships, ineffective listening can harm them. For example, ineffective listening may reduce the accuracy of communication, increase misunderstandings about new tasks, or discourage timely feedback. Students' answers will vary.

112. Discuss the differences between hearing and listening.

ANSWER:

Hearing is the process of merely perceiving sound; it is a passive process. Listening, on the other hand, is an active process because you interpret and assign meaning to the sounds that you hear.

113. What are some ways you can give a speaker your undivided attention?

ANSWER:

Avoid tuning out the speaker even if you hear certain familiar themes or if the speaker is boring. Do not play with objects such as pencils and paper clips during the presentation. Make a concerted effort to avoid mental distractions like fatigue. Maintaining eye contact helps you pay more attention to the speaker. Finally, concentrate on what is being said, not on how the speaker is presenting the material.

114. Explain how you can be an active listener.

ANSWER:

Because listening is active, you should be doing something while the other person is speaking. Both verbal and nonverbal actions are important. Specific suggestions to be a more active listener include:

Jot down brief notes, translating what you hear into writing.

Listen for what you need and consider how the information might be useful to you.

Maintain eye contact, nod in agreement, lean forward, and use encouraging phrases.