Communication Skills Communication Skills 5 — Questions and Answers
Question 1: When a speaker uses fillers like 'um' and 'uh' excessively, it primarily signals:
- High expertise on the subject
- Nervousness or lack of preparation (Correct answer)
- A conversational and relatable tone
- Intentional pausing for dramatic effect
Correct answer: Nervousness or lack of preparation
Excessive filler words often signal nervousness or insufficient preparation and can undermine the speaker's credibility.
Question 2: What is the recommended approach for delivering criticism using the 'sandwich' method?
- Start negative, end negative, add a neutral statement in between
- Start with a positive comment, deliver the criticism, then end with encouragement (Correct answer)
- Avoid criticism entirely and focus only on positives
- State the criticism bluntly three times for clarity
Correct answer: Start with a positive comment, deliver the criticism, then end with encouragement
The sandwich method cushions critical feedback between positive statements, making it easier for the recipient to hear and accept.
Question 3: In negotiations, 'BATNA' stands for:
- Best Alternative To a Negotiated Agreement (Correct answer)
- Basic Approach To Neutral Arbitration
- Bilateral Agreement Through Negotiated Action
- Best Attempt To Negotiate Amicably
Correct answer: Best Alternative To a Negotiated Agreement
BATNA is your best course of action if negotiations fail; knowing it strengthens your position at the table.
Question 4: Which listening type involves focusing on evaluating and judging the speaker's message?
- Empathic listening
- Informational listening
- Critical listening (Correct answer)
- Appreciative listening
Correct answer: Critical listening
Critical listening involves analyzing and evaluating the content of a message for logic, accuracy, and validity.
Question 5: When a manager uses jargon that employees don't understand, this is an example of which communication barrier?
- Physical barrier
- Semantic barrier (Correct answer)
- Psychological barrier
- Cultural barrier
Correct answer: Semantic barrier
Semantic barriers arise from differences in the meaning of words or technical jargon that the receiver does not understand.
Question 6: In group communication, a 'gatekeeper' role is best described as someone who:
- Dominates the conversation and prevents others from speaking
- Monitors time and keeps the meeting on schedule
- Encourages quieter members to contribute and manages participation (Correct answer)
- Summarizes decisions at the end of each agenda item
Correct answer: Encourages quieter members to contribute and manages participation
A gatekeeper facilitates balanced participation by drawing in quieter members and managing over-contributors.
Question 7: Which of the following best illustrates the concept of 'media richness' theory?
- A richer medium has more advertising potential than a leaner one
- Face-to-face communication is richer than email because it carries more cues (Correct answer)
- Written communication is always richer because it creates a permanent record
- Richness refers to the cost of the communication technology used
Correct answer: Face-to-face communication is richer than email because it carries more cues
Media richness theory ranks channels by their ability to convey multiple cues; face-to-face is the richest because it combines voice, tone, and nonverbal signals.
Communication Skills Communication Skills 5
When a speaker uses fillers like 'um' and 'uh' excessively, it primarily signals: