Question: 1. Nancy has noticed a breakdown in communication with Kip, and she wants to meet with him to come to an understanding. In their meeting,
1. Nancy has noticed a breakdown in communication with Kip, and she wants to meet with him to come to an understanding. In their meeting, what kind of questions should she ask first?
| a. | Funnel questions | |
| b. | Rapport-building questions | |
| c. | Probing questions | |
| d. | Solution-oriented questions |
2. Kip tells Nancy that he refunded a client's payment because of a reasonable complaint. Nancy replies, "We should re-evaluate what constitutes a reasonable complaint." In this case, their break down in communication was due to:
| a. | Physical noise | |
| b. | Physiological noise | |
| c. | Psychological noise | |
| d. | Semantic noise |
3. Kip says to Nancy, "Well, I guess I think you overracted." This is a difference between Kip's and Nancy's
| a. | Corporate values | |
| b. | Personal values | |
| c. | Business ethics | |
| d. | Code of ethics |
4
| Nancy says, "We should re-evaluate what constitutes a reasonable complaint." Her goal is to create (a) |
| a. | Competence | |
| b. | Counter-narrative | |
| c. | Shared meaning | |
| d. | Confirmation bias |
Question 5
Knowing your triggers is an example of
| a. | Self-Awareness | |
| b. | Self-Management | |
| c. | Empathy | |
| d. | Relationship Management |
6. Nancy says to Kip, "Look, you've clearly overstepped your authority. You know there's language in the promotional materials that itineraries change, and you know we're not repsonsible when changes happen. You're clearly not acting in the company's interests when you give refunds when we're not at fault." Nancy's communication is ineffective because of her use of (a)
| a. | Emotional hijacking | |
| b. | Mitigating information | |
| c. | Learner mind-set | |
| d. | Judger mind-set |
7. During a case in which a woman successfully sued McDonald's after suffering third-degree burns, a McDonald's representative politely admitted that McDonald's "had known about the risk of serious burns from its scalding hot coffee for more than 10 years. The risk had repeatedly been brought to its attention through numerous other claims and suits." McDonald's company communication was not ethical because they did not address
| a. | Facts | |
| b. | Access | |
| c. | Impact | |
| d. | Respect |
8. Nancy says to Kip, "When you authorized the discounts, I never heard all the details. Do you mind telling me about some of the clients who were upset and what you did to address their concerns?" Nancy is using
| a. | A disguised statement | |
| b. | A probing question | |
| c. | A leading question | |
| d. | A solution-oriented question |
9. When Maria works with Nushi, she spends less time talking about personal interests because she read on his work profile that he was an introvert. Her actions are indicative of effective
| a. | Self Awareness | |
| b. | Self Management | |
| c. | Empathy | |
| d. | Relationship Management |
10. During a virtual meeting, communication breaks down because Mohammed has his camera turned off, and Wei cannot see his non-verbal cues. This is an example of
| a. | Physical noise | |
| b. | Physiological noise | |
| c. | Semantic noise | |
| d. | Psychological noise |
Step by Step Solution
There are 3 Steps involved in it
Get step-by-step solutions from verified subject matter experts
Study Help