Quiz
Topic 2 Communication
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Questions in this quiz (31)
1The silent treatment is an example of which of the basic principles of the communication process?
- ACommunication is constantly being influenced
- BInitial impressions affect communication interactions
- CPeople cannot NOT communicate
- DWhen a persons world is stopped they pay full attention
2The mental process that allows us to shut off internal dialogue at critical times, orienting reflex is an example of which of the basic principles of the communication process?
- APeople cannot NOT communicate
- BCommunication is constantly being influenced
- CPeople use words, action, space, tonality, rate and volume to communicate
- DWhen a person's world is stopped, he or she pays full attention
3Communication is much more than the words we say, we use 4 channels to project our meaning and message, it has been said that at least 90% of communication takes place in which channel?
- AVerbal
- BNon-verbal
- CSpace
- DTonality, Rate and Volume
4Which of the channels of communication can be used to protect territory and regulate our social interaction, it is sometimes referred to a our personal bubble?
- AVerbal
- BNon-Verbal
- CSpace
- DTonality, Rate and Volume
5The majority of a financial counsel will likely occur in social space (30-36" away), a client may occasionally come in closer (Personal space 24-30" away) to tell you something they consider confidential. What does this show?
- AThat they trust you
- BThat they are hard of hearing
- CThat they don't trust others in the building
- DThat for the most part they don't feel comfortable
6Are men or women more likely to do the following in conversation? Use formal language, key into emotions, use words like "maybe" or "quite" and focus on the details.
- AMen
- BWomen
7In which of the following statements is a person using a qualifier?
- A"I get so worried about my high credit card bills"
- B"Maybe I do buy on impulse when I grocery shop."
- C"I know I am no expert, but..."
8One of the basic principles of the communication process is that initial impressions affect communicative interactions. People tend to make a first impression in how many minutes?
- A4
- B5 to 8
- C10
9Initial impressions are made based on the following criteria. The idea that the more we fit in the more others will like us and that we need to be aware of what others expect and act accordingly falls into which category?
- ATrustworthiness
- BSocietal Expectations
- CDynamic Quality
- DBasic Value Similarity
- EStatus
10In the following conversation, what is the message? Bob: "I had plenty of money in my account when I wrote the check." Sue: "Well, is it possible that there was an outstanding check you forgot about?"
- ABob: "I had plenty of money in my account when I wrote the check." obs message
- BSue: "Well, is it possible that there was an outstanding check you forgot about?"
- CBoth statements are messages
11In the following conversation, which statement is feedback? Bob: "I had plenty of money in my account when I wrote the check." Sue: "Well, is it possible that there was an outstanding check you forgot about?"
- ABob: "I had plenty of money in my account when I wrote the check."
- BSue: "Well, is it possible that there was an outstanding check you forgot about?"
- CBoth statements are feedback
12In the following exchange of communication, what is the noise? Bob: (lost in thought about the football game) "I really can't imagine where our money went, honey" Sue: (rushing as she smells something burning) "Ya, me either." (smoke alarm goes off) Bob: "What the heck is going on in there?"
- AThoughts of the football game
- BThe smell of something burning
- CThe smoke alarm going off
13Communication is constantly being influenced, the following conversation is an example of which influence? Counselor: "Ok Bob, I am going to give you a minute to complete this balance sheet, it will tell us if you have a positive net worth or not." Bob: "Value of my assets? I am confused."
- AMotivation
- BSource credibility
- CInformation difficulty
- DOrganization
- ECommunicative Style
14The communication process is directly influenced by organization and timing of the message. Taking this into consideration, how would we best get our message across?
- AExplain what the main objective is right off the bat, and sum up the conversation at the end
- BMake sure to state anything important right away
- CThe last statement you make is the only one that matters
- DRepeat the important parts of your message at least 3 times
15There are many obstacles to communication; inadequately preparing can destroy credibility, giving vague instructions may lead to confusion, neglecting to follow the rules of communication, in addition to failure of being culturally aware can prevent effective communication. These are all components of which of the principles of basic communication?
- ACommunication always has its obstacles
- BCommunication is constantly being influenced
- CPeople cannot NOT communicate
16In which of the following examples are all of the rules of communication followed? (provide overall perspective, use simple succinct language, be specific and use repetition)
- A"So Emily, it looks like we need to devise a workable budget that incorporates debt repayment and savings. Do you think that putting 10% of your income towards debt and another 10% toward savings is doable? According to our proposed budget, it looks like you can pay your expenses and put this amount toward your debt and savings goals."
- B"So Emily, your issues seem to be overwhelming debt, no savings and your spending is out of control, did I miss anything? Disposable income is a must if you intend to pay down all this debt and contribute to savings periodically."
17We listen with more than just our ears, there are many dimensions involved. When we respond instinctively due to a past situation that is similar to our current situation, or listening process falls into which of these dimensions?
- AAttending
- BAssigning meaning
- CCategorizing
- DRemembering
18Which one of the following examples incorporates all of the rules of listening? (respond to the main idea, respond to the emotional message, remember significant details and make justifiable inferences)
- A"It sounds like your main concern is raising your credit score, you seem disappointed that it is not higher than it is right now. You mentioned that your current score is 610 and you need a 660 score to buy a house, so we will devise a plan to raise your credit score by at least 50 points."
- B"I can see you are disappointed to see your current credit score, perhaps if we find an area or two to cut expenses you can start putting money into savings and eventually buy a home outright."
19One of the issues that might come up when listening to our clients is finding a balance between blatant honesty that might hurt our clients feelings and telling the truth. This is an example of which listening issue?
- ACandor
- BDeception
- CShared Information
20It is important to be an active listener, paying attention, making eye contact and mirroring a clients non-verbal and verbal behaviors, what is this mirroring called?
- APacing
- BPersonifying
- CReflecting
- DImitating
21The use of imperative statements or declarative leads are exploring tactics, why would we use these?
- Ato clarify meaning, get more info and increase client participation.
- Bas a way to summarize the clients message
- Cto gather basic information like name, address and phone number
- Dto get quick answers while limiting dialogue
22A clients message may contain a discrepancy that needs to be explored, what kind of a discrepancy is a verbal statement that shows an uncaring attitude about something?
- AExpressed ambivalence
- BImplied ambivalence
- CStated inconsistency
- DImplied inconsistency
23There are 3 ways to deal with a client statement that generalizes. The following is an example of which tactic? "NOBODY lives by a budget?"
- ARestating content while emphasizing the generalization
- BAsking the client for an exception to the generalization
- CProviding an example that would be an exception to the generalization
24We can uses broadening tactics to help our client broaden their perspective, in the following example, which tactic are we using? "You have never been able to put any money into savings in the past. On a scale of 1 to 10, how realistic is it that you will really put money into savings now? What will it take to move that number up?"
- AScaling
- BReframing
- CCooperation
25We can use reframing to help our clients look at their situation in a different light, there are three ways to do this. Following is an example of which way? "You say you are frustrated, however that has not stopped you from overspending every month has it?"
- AFlip Side
- BAmplifying or exaggerating
- CFrame jumping
26Use goal setting to help your client broaden their perspective. Just be sure... (choose all that apply)
- ATo write the plan for them, so it is clear and you understand it
- BThe plan is specific and measurable
- CThe plan includes what the client needs to do or how they need to behave
- DIt is stated in positive terms
27Your client needs to talk to a lawyer about filing bankruptcy but is intimidated and scared of the conversation. Which of the future pacing tactics would best help her?
- AFocused exploring skills
- BVisualization
- CRole Playing
28Giving a suggestion in a way that is made indirectly, enabling the receiver to accept or reject the idea without having to worry about their reaction is an example of which exploring strategy?
- ASoliciting exceptions
- BUsing Quotations
- CUse of implication
- DSpecialized questions
29"I only suggested using a budget for you own good" is an example of which kind of statement that impedes effective communication?
- APut-down statement
- B"You did" statement
- CDefending statement
- DThreatening statement
30We can help our clients who are resistant by using logical connections, which one is an example of a logical connection?
- A"Perhaps you should consider cutting out a latte every other day?"
- B"Don't feel like you have to tell me the history behind your bad credit."
- C"If you choose to spend your disposable income on dining out, they you have chosen to forgo a savings plan for the future."
31Storytelling has been used as a teaching tool by Native Americans for generations. We can use stories to... (choose all that apply)
- Aestablish relationships
- Bseed ideas and motivate clients
- Csuggest alternative ways of acting
- Dgive clients two options but only one clear choice
Information
- Description
- Communication and listening processes
- Author
- karen_v
- Language
- English
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