Full Name: _________________________

ID Number: _________________________
Date:
_____________

University of Makati - CoAHS/ MA in Nursing / Professional Communication / Mr. Alcantara

Multiple Choice
Identify the letter of the choice that best completes the statement or answers the question.
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1. Which of the following is NOT one of the four basic rules Catherine Crier (news anchor for a major television
network) uses to prevent defensive communication?
a. define the situation
b. clarify the person's position
c. acknowledge the person's feelings
d. bring the focus back to the person
2. The study of an individual's perception and use of space, including territorial space, is called:
a. proxemics
b. kinesics
c. spatial differentiation
d. paraspacity
3. A barrier to effective communication is:
a. redundancy
b. feedback
c. status difference
d. common language
4. A manager comments to her secretary, "How come Nancy (a word processor) is always hard to find when
there is a deadline? She is a loafer." This is an example of:
a. deception
b. regression
c. misleading information
d. labeling
5. Passive-aggressive communication and behavior frequently end up as:
a. dominant defensive behavior
b. nonassertive behavior
c. accommodative and helpful behavior
d. subordinate defensive behavior
6. The best way to determine whether someone may be lying is to look for:
a. inconsistencies in nonverbal cues
b. rapid speech rate
c. stuttering or stammering
d. rapid eye movement
7. Which of the following statements is an example of nondefensive communication?
a. "Mary is always late to meetings."
b. "I sent the memo through intra-company mail. They must have lost it."
c. "I received the report from Dan yesterday and have briefly reviewed it. It looks good but I
need to talk to him about one recommendation before I approve it."
d. "The check is in the mail. Don't call me again."
8. Richness in a communication message refers to:

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a. the amount of data that can be sent via the type of communication medium
b. the amount of feeling that is communicated with the message
c. the amount of uninterpreted, unanalyzed elements of a message
d. the ability of the medium to convey the meaning
Which of the following is NOT a characteristic of nondefensive communication and behavior?
a. informative
b. realistic
c. controlled
d. evasive
Irish conversations, the Spanish bullfight, and American football would be examples of:
a. barriers to communication
b. metaphors that can enable someone outside a culture to better understand members within
the culture
c. a first step to overcome cultural diversity as a barrier to communication by increasing
awareness and sensitivity
d. Irish, Spanish, and American cultural stereotypes
Which form of communication has high to moderate data capacity and moderate to low information richness?
a. written communication
b. face-to-face communication
c. telephone communication
d. voice mail
All of the following except __________ can be used by a supervisor to reduce communication barriers.
a. minimizing jargon and technical language
b. encouraging formation of nonhierarchical working relationships
c. providing cross-cultural training
d. encouraging men and women to interact the same way
Nonverbal communication can be utilized in which of the following communication situations?
a. committee meeting
b. e-mail
c. voice mail
d. telephone call
What percent of the meaning in a message can be conveyed by nonverbal communication?
a. 10 to 20
b. 25 to 40
c. 45 to 70
d. 65 to 90
A communication medium that is moderate in both information richness and data capacity is:
a. the telephone
b. electronic mail
c. face-to-face discussion
d. formal numeric report
The element of the communication model that contains the thoughts and feelings the communicator is
attempting to elicit in the receiver is the:
a. data
b. feedback
c. message
d. information
Which of the following is NOT considered a result or outcome of defensive communication?
a. assertive but accurate message sending

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b. increased nonwork time

c. retaliation
d. aggression and abuse
Persons from many other countries, Arabs for example, prefer to interact (in face-to-face situations) at a/an
__________ distance.
a. intimate
b. public
c. personal
d. extended (beyond 20 feet)
Providing the time to identify and isolate the listener's personal responses and exclude them from the dialogue
is one of the purposes of:
a. paraphrasing expressed thoughts and feelings
b. clarifying implicit thoughts and feelings
c. reflecting core feelings
d. silence
The window through which we interact with people and influences the quality, accuracy, and clarity of the
communication is called:
a. a perceptual screen
b. a communication filter
c. an interpretation funnel
d. the communication vacuum
As much as 65 to 90 percent of the substance or content of a message sent in person can be through:
a. nonverbal communication
b. written forms of communication
c. tone of voice
d. numeric examples
When a supervisor sends a message to his/her employees who comprise a diverse workgroup, both parties to
the message should be sensitive to:
a. perceptual screens
b. only verbal characteristics of the message
c. the informal communication channel
d. non-feedback
A defensive tactic where an individual attempts to manipulate and control others is:
a. a put-down
b. a power play
c. labeling
d. raising doubts
The use of new technologies encourages what kind of activity?
a. unequal participation in groups
b. polyphasic
c. less time for groups to reach consensus
d. increased inhibition due to the complexity inherent in technology
If your boss spoke with you about a significant production problem within his/her areas of the plant, you
would avoid:
a. paraphrasing the concern being expressed
b. eye contact
c. long periods of silence
d. asking questions of clarification

____ 26. Many of the communications technologies significantly limit or eliminate __________ forms of
communication.
a. written
b. nondefensive
c. dominant
d. nonverbal
____ 27. A main method to overcome physical separation as a barrier to communication is:
a. the formation of nonhierarchical working relationships through new information
technologies
b. to develop an awareness of gender specific differences in conversational style
c. to eliminate the use of acronyms in technical terminology
d. to increase the use of face-to-face communication
____ 28. To facilitate direct and open communication, which of the following seating arrangements would be most
appropriate?
a. seat the other party beside you, facing the same direction
b. seat the other party across a corner of your desk from you or in a place where you will be a
right angles
c. seat the other person directly across from you
d. seat the person inside your social distance zone
____ 29. An effective method to reduce or overcome barriers to communication due to gender differences is to:
a. frequently use metaphors
b. attempt to use more technical terms with precise meanings
c. seek clarification meaning
d. use face-to-face communication
____ 30. As a supervisor, you decide you need to communicate with several of your employees about below standard
or unsatisfactory work. Which of the following would be the best way to send your message?
a. e-mail
b. posted memo on a bulletin board
c. a telephone call
d. written memo followed by a face-to-face meeting
____ 31. You witness an incident at work where a supervisor loudly criticizes an employee in front of several other
employees. Later, you learn that the employee didn't make any mistake. The supervisor's communication is an
example of:
a. nondefensive communication
b. a territorial space violation
c. paralanguage
d. dominant defensiveness
____ 32. Defensive communication can lead to:
a. a productive work environment
b. successful problem solving
c. strained working relationships
d. task efficiency
____ 33. Which of the following statements is incorrect concerning reflective listening?
a. Reflective listening emphasizes personal elements of the communication process.
b. Reflective listening is particularly helpful in problem-solving situations.
c. It emphasizes more strongly the role of the communicator.
d. The listener's emphasis should be on responding to the communicator, not leading the
communicator.
____ 34. The use of new information technologies reduces status differences as a barrier to communication because:

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a. of its impersonal nature

b. it increases polyphasic behavior
c. of the opportunity for immediate feedback
d. it encourages the formation of nonhierarchical working relationships
One-way communication in contrast to two-way communication:
a. is especially more accurate for complex tasks
b. solicits interaction
c. allows for reflective listening
d. is faster
Seating arrangements and dynamics can be examined in a/an __________ study.
a. paralanguage
b. proxemics
c. kinesics
d. attitude
Which of the following is considered high in rich information?
a. personalized memo
b. electronic mail
c. telephone
d. flyer
Friends typically interact within the:
a. intimate zone
b. personal distance zone
c. social distance zone
d. public distance zone
In nonverbal communication, the study of body movements, including posture, is known as
a. kinesics
b. proxemics
c. paralanguage
d. posturics
All of the following are included in reflective listening except:
a. affirming contact
b. clarifying the implicit
c. silence
d. criticism
Computer-aided communications systems (e-mail, intranet for example) encourage all of the following
except:
a. flaming or rude communication
b. increasing speed of group decision making
c. overloading of information
d. significant disparities in participation levels of persons within the group
Polyphasic activity is known as:
a. the study of space in nonverbal communication
b. the study of seating arrangements
c. limiting your activity to only one at a time
d. doing more than one thing at time
The evoking of a shared or common meaning in another person is called:
a. interpersonal communication
b. communication
c. a response pattern

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d. the message
If one of your employees was in the early stages of expressing thoughts and feelings about a problem,
especially when there may be some associated anxiety or discomfort, it would be most appropriate for you to:
a. paraphrase the expressed thoughts and feelings
b. clarify implicit thoughts and feelings
c. reflect core feelings
d. make affirming contact
Passive-aggressive behavior is a form of defensiveness that begins as subordinate defensiveness and ends up
as:
a. scapegoating
b. dominant defensiveness
c. a defensive tactic
d. a power play
Assume you are a supervisor who manages more than 20 employees, each of whom occupies a different job.
At a recent project meeting with eight of your employees, you discussed with them the importance of
communication and the rapidly developing technology associated with communication. A point that you
should not fail to make in your discussion is:
a. supervisory communication is normally one-way
b. face-to-face communication is inefficient
c. formal communication channels should be used at all times
d. communication is the evoking of a shared or common meaning in another person
Information overload for employees or a lack of sufficient information for performance and task
accomplishment can result from:
a. a failure to filter and disseminate information selectively
b. the tendency to use overly rich mediums of communication
c. inappropriate use of the perceptual window
d. gender differences

True/False
Indicate whether the sentence or statement is true or false.
____ 48. A communication medium low in richness might be good for sending numeric or factual data.
____ 49. Nonverbal communication can be as meaningful as factual information in conveying a message to someone.
____ 50. Two-way communication is faster and should be used in an emergency situation.
____ 51. New communication technologies may make people less patient with face-to-face communication.
____ 52. A paradox created by the new, modern communication technology lies in the danger that managers cannot get
away from the office as much as in the past.
____ 53. A good reflective listener does not lead the speaker according to the listener's own thoughts and feelings.
____ 54. The use of new technologies encourages doing more than one thing at a time.
____ 55. Status differences can influence the content and manner in which a message is sent from a subordinate to
someone higher in the organization.
____ 56. When people from one culture view those in another culture through the lens of a stereotype, they are in effect
discounting the individual differences within the other culture.

____ 57. Women prefer face-to-face communication, whereas men are comfortable sitting side by side and
concentrating on some focal point in front of them.
____ 58. Communication styles and channels are very similar for men and women.
____ 59. It is difficult to draw general conclusions about people's satisfaction with one-way versus two-way
communication.
____ 60. A memo from the company president to all employees is an example of one-way communication.
Matching
Match the following:
a. A window through which we interact with people that influence the quality, accuracy, and
clarity of the communication.
b. A receiver's response to the message received from the sender.
c. Feedback from receiver for purpose of checking accuracy of sender's message.
d. The ability of a medium or channel to elicit or evoke meaning in the receiver.
e. Repeating of a message using different words, or a form of oral shorthand.
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61.
62.
63.
64.
65.

Richness
Paraphrasing
Reflective Listening
Perceptual Screen
Affirmation
Match the following:
a. Interactive communication.
b. Factors that block or significantly distort successful communication.
c. Aggressive, attacking, angry communication and/or passive, withdrawing communication.
d. Communication in which there is no feedback or interaction.
e. Constructive, healthy communication in working relationships.

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66.
67.
68.
69.
70.

Two-Way Communication
Barriers to Communication
Defensive Communication
Nondefensive Communication
One-Way Communication
Match the following:
a. Communication characterized by passive, submissive, withdrawing behavior.
b. Communication without words or use of language.
c. Communication characterized by active, aggressive, and attacking behavior.
d. Bands of space extending outward from oneself.
e. Study of an individual's perception and use of space.

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71.
72.
73.
74.
75.

Territorial Space
Dominant Defensiveness
Proxemics
Subordinate Defensiveness
Nonverbal Communication

Match the following:

a. The characteristic of a communication medium or channel that evokes meaning in the
receiver.
b. Meaningful data.
c. The content, thoughts, and feelings of the sender.
d. Uninterpreted and analyzed facts.
e. The person transmitting a message.
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76.
77.
78.
79.
80.

Data
Richness
Sender
Message
Information
Match the following:
a. Study of body movements, including posture.
b. Speech variations, such as tone, tempo, pitch, and others.
c. E-mail, voice mail, and fax machines.
d. An example of nonverbal communication.
e. Excessive information.

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81.
82.
83.
84.
85.

Overload
Facial Expression
Kinesics
New Communication Technology
Paralanguage

Essay
86. As an applicant in a job interview, what nonverbal communication should you use and what should you
avoid?
87. How do communication technologies affect behavior?
88. What are some of the barriers to effective classroom communication?

TRUE/FALSE
48.
49.
50.
51.
52.
53.
54.
55.
56.
57.
58.
59.
60.

ANS:
ANS:
ANS:
ANS:
ANS:
ANS:
ANS:
ANS:
ANS:
ANS:
ANS:
ANS:
ANS:

T
T
F
T
T
T
T
T
T
T
F
T
T

MATCHING
61.
62.
63.
64.
65.

ANS:
ANS:
ANS:
ANS:
ANS:

D
E
C
A
B

66.
67.
68.
69.
70.

ANS:
ANS:
ANS:
ANS:
ANS:

A
B
C
E
D

71.
72.
73.
74.
75.

ANS:
ANS:
ANS:
ANS:
ANS:

D
C
E
A
B

76.
77.
78.
79.
80.

ANS:
ANS:
ANS:
ANS:
ANS:

D
A
E
C
B

81.
82.
83.
84.

ANS:
ANS:
ANS:
ANS:

E
D
A
C

REF:
REF:
REF:
REF:
REF:
REF:
REF:
REF:
REF:
REF:
REF:
REF:
REF:

154
167
157
174
174
155
174
161
162
161
161
158
157

85. ANS: B
ESSAY
86. ANS:
Eye contact can be very positive as nonverbal communication in a job interview. Correct posture, appropriate
dress, head nodding, and a firm handshake are also important nonverbal communication. Failure to make and
maintain eye contact, poor posture, and inappropriate clothing should be avoided. Some note taking can be
helpful as nonverbal communication, but too much note taking could be distracting and convey the
impression that the interviewee has not prepared for the interview.
REF: 167
87. ANS:
The new communication technologies provide faster, more immediate access to information than was
available in the past. Computer-mediated communication is more impersonal in nature and the nonverbal cues
we rely on to decipher a message are also absent. In addition, clues to power position may not be available so
the social context of the exchange is altered. Communication through technological means has had a tendency
to equalize participation. The potential for overload is also much greater. Polyphasic activity (doing more than
one thing at a time) is also encouraged with new technology. Finally, the new technologies may make people
less patient with face-to-face communication.
REF: 173-174
88. ANS:
There are at least three communication barriers in the college classroom. One is the status differences between
student and professor. Students may be reluctant to speak in class or ask questions. A second barrier is jargon
and technical language. Many courses have unique terms, symbols, and other technical characteristics that
may inhibit effective classroom communication until students understand some of the technical language. A
third barrier is physical distance, especially in a large classroom or lecture hall. Students may not be able to
hear or adequately see the professor, thereby inhibiting the communication process.
REF: 160-163