1. _______ is likely to lead to customer relationship breakdowns
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Correct Answer:
Using a lot jargon
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2. “like”, “um”, and “you know” are all examples of _____.
Answer
Correct Answer:
Slang and filler words
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3. John notices that his new boss always makes eye contact, which shows she is listening to him. This is an example of a ______ rule.
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Correct Answer:
Constitutive
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4. ______ rules describe when, how, where, and with whom to talk about certain things.
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Correct Answer:
Regulative
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5. Which of the following is NOT a code of nonverbal communication?
Answer
Correct Answer:
Regulative
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6. An example of an adapter gesture is ______.
Answer
Correct Answer:
Tapping a pencil on your desk during a meeting
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7. If Susan is attempting to hide her feelings by not smiling about the news of her impending promotion, she is using what process of facial expression?
Answer
Correct Answer:
Neutralization
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8. According to research, approximately how much information in our everyday surroundings is taken in visually for an average sighted person?
Answer
Correct Answer:
80%
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9. ______ is the general term for the study of human movement, gestures, and posture.
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Correct Answer:
Kinesics
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10. Environmental influences on communication are ______.
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Correct Answer:
Smell, temperature, furniture, and familiarity with surroundings
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11. An example of how our physical appearance impacts our communication message is ______.
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Correct Answer:
Wearing costume jewelry
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12. Which of the following is a zone of proxemics?
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Correct Answer:
Public
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13. Intimate touches represent the social/polite function of haptics.
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Correct Answer:
False
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14. A person feels constrained when someone is invading their personal space.
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Correct Answer:
True
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15. Touch behavior does not influence a person’s ability to understand a message.
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Correct Answer:
False
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16. Vocal cues reveal emotions.
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Correct Answer:
True
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17. Content and relational layers of messages are needed to positively influence effective professional communication.
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Correct Answer:
True
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18. Paralanguage is a word used for_____
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Correct Answer:
Vocalics
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19. Verbal communication involves_____
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Correct Answer:
Both
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20. Touch connected to cultural norms is called_____
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Correct Answer:
Polite touch
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21. Touches that are extremely intimate refer to sexual arousal.
Answer
Correct Answer:
True
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22. Communication that reveals how you feel about the_____ is known as relational layer.
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Correct Answer:
Receiver
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23. Gestures used to control turn-taking in conversations are called_____
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Regulators
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24. Regulative rules describe _____and with whom to talk about certain things; also dictate appropriateness.
Answer
Correct Answer:
All of these
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25. _____refer to how people create and use space and distance, as well as how they behave to protect and defend that space.
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Correct Answer:
Proxemics
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26. Physical appearance means the ways our bodies and overall appearance _____communicate to others.
Answer
Correct Answer:
Nonverbally
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27. The study of eye behavior is called_____
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Correct Answer:
Oculesics
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28. Communication other than written or spoken language that creates meaning for someone is called_____
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Correct Answer:
Nonverbal communication
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29. The process of using facial expressions to hide how we really feel is called _____
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Correct Answer:
Neutralization
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30. Hiding an expression connected to a felt emotion and replacing it with an expression more appropriate to the situation is called _____
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Correct Answer:
Masking
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31. Highly personal and intimate touch used to communicate affection is called as
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Correct Answer:
Intimacy touch
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32. Kinesics is the general term for the study of human_____
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Correct Answer:
All of these
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33. Expression that exaggerates how we feel about something is called deintensification.
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Correct Answer:
False
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34. Illustrators are the gestures that complement, enhance, or substitute for the_____
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Correct Answer:
Verbal message
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35. Specific, widely understood meanings in a given culture that can substitute for a word or phrase refer to emblems.
Answer
Correct Answer:
True
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36. Haptics is the study of_____
Answer
Correct Answer:
Both a and b
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37. The type of touch that typically takes place within the context of a professional relationship is called as_____
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Correct Answer:
Functional touch
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38. The type of touch people use to show platonic affection toward each other is called as_____
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Correct Answer:
Friendship touch
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39. Environment means constructed or natural surroundings that influence your communicative_____
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Correct Answer:
All of these
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40. When we_____intensity of a facial expression,connected to a certain emotion it is called deintensification.
Answer
Correct Answer:
Reduce
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41. The information being discussed; descriptive information is called_____
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Correct Answer:
Content layer
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42. Rules that define what communication means by prompting us to count certain kinds of communication refer to_____
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Constitutive rules
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43. Shared understanding of what communication means and what constitutes appropriate communication given the context refer to_____
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Correct Answer:
Communication rules
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44. Codes are the categories of verbal communication.
Answer
Correct Answer:
False
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45. Artifacts are the temporary embellishments or objects characteristic of a particular culture or institution that provide information—both good and bad;_____and organizational membership.
Answer
Correct Answer:
All of these
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46. Facial expressions and gestures that display emotion are called as_____
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Correct Answer:
Affect displays
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47. Gestures we use to release tension are called as_____
Answer
Correct Answer:
Adapters
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