Chapter 3—Interpersonal Communication Skills

TRUE/FALSE 1. When customers are listened to online, they are more likely to contribute to company social media sites. ANS: T PTS: 1 DIF: Easy OBJ: 3.3 NAT: AAC: Tier 1---Communication; Tier 2---Purpose TOP: Use Social Media to Build Business Relationships BLO: Knowledge 2. Although a nonverbal message is not written or spoken, it may be conveyed along with a verbal message. ANS: T PTS: 1 DIF: Easy OBJ: 3.1 NAT: AAC: Tier 1---Communication; Tier 2---Purpose TOP: Nonverbal Communication BLO: Knowledge 3. Using your eyes is a particularly effective way to express meaning without words. ANS: T PTS: 1 DIF: Easy OBJ: 3.1 NAT: AAC: Tier 1---Communication; Tier 2---Rhetorical considerations TOP: Nonverbal Communication BLO: Knowledge 4. When using social media to attract customers, a company should listen to what customers have to say and encourage feedback from them. ANS: T PTS: 1 DIF: Easy OBJ: 3.3 NAT: AAC: Tier 1---Communication; Tier 2---Purpose TOP: Use Social Media to Build Business Relationships BLO: Knowledge 5. The way you stand and where you position your legs or arms signal whether your verbal message is emotional or rational. ANS: F PTS: 1 DIF: Easy OBJ: 3.1 NAT: AAC: Tier 1---Communication; Tier 2---Purpose TOP: Nonverbal Communication BLO: Knowledge 6. Good grooming helps ensure that you make a positive first impression in your communication with others. ANS: T PTS: 1 DIF: Easy OBJ: 3.1 NAT: AAC: Tier 1---Communication; Tier 2---Rhetorical considerations TOP: Nonverbal Communication BLO: Knowledge 7. In some cultures, maintaining eye contact is not important and may even be considered impolite. ANS: T PTS: 1 DIF: Easy OBJ: 3.1 NAT: AAC: Tier 1---Communication; Tier 2---Purpose TOP: Nonverbal Communication BLO: Knowledge 8. As long as companies provide a way for customers to provide feedback online, the companies shouldn't worry about responding consistently. ANS: F PTS: 1 DIF: Easy OBJ: 3.3 NAT: AAC: Tier 1---Communication; Tier 2---Rhetorical considerations TOP: Use Social Media to Build Business Relationships BLO: Knowledge 9. Getting their message out is the primary objective of companies that use social media effectively. ANS: F PTS: 1 DIF: Easy OBJ: 3.3 NAT: AAC: Tier 1---Communication; Tier 2---Purpose TOP: Use Social Media to Build Business Relationships BLO: Knowledge 10. In almost all cultures, adults usually use higher-pitched voices when speaking to children. ANS: T PTS: 1 DIF: Easy OBJ: 3.1 NAT: AAC: Tier 1---Communication; Tier 2---Purpose TOP: Nonverbal Communication BLO: Knowledge 11. Our culture, status, and specific situation influence the meaning we attach to time. ANS: T PTS: 1 DIF: Easy OBJ: 3.1 NAT: AAC: Tier 1---Communication; Tier 2---Purpose TOP: Nonverbal Communication BLO: Knowledge 12. Most people instinctively know how to use touch as a form of business communication. ANS: F PTS: 1 DIF: Easy OBJ: 3.1 NAT: AAC: Tier 1---Communication; Tier 2---Rhetorical considerations TOP: Nonverbal Communication BLO: Knowledge 13. Individuals from London or the United States are likely to touch people they are talking with more frequently than individuals from Paris or Puerto Rico do. ANS: F PTS: 1 DIF: Easy OBJ: 3.1 NAT: AAC: Tier 1---Communication; Tier 2---Cultural imperatives TOP: Nonverbal Communication BLO: Knowledge 14. In terms of space and territory, communication can occur within the intimate zone, the personal zone, the social zone, or the public zone. ANS: T PTS: 1 DIF: Easy OBJ: 3.1 NAT: AAC: Tier 1---Communication; Tier 2---Rhetorical considerations TOP: Nonverbal Communication BLO: Knowledge 15. At a staff meeting, people tend to maintain a distance of 4 to 12 feet from each other, reflecting the social zone where this interaction typically occurs. ANS: T PTS: 1 DIF: Easy OBJ: 3.1 NAT: AAC: Tier 1---Communication; Tier 2---Purpose TOP: Nonverbal Communication BLO: Knowledge 16. Hearing consists of interpreting and assigning meanings to the sounds that are heard.