Page | 1
BCOM 3950 CHPT 2 2026 LATEST
QUESTIONS AND ANSWERS| ACE
YOUR GRADES.
Defending - correct answer -Instinctively, all of us engage in self
protective behaviors. Often, the comments of others in the
workplace call into question our credibility, including our
performance, competence, concern for others, or even ability to
honor our commitments. When we feel threatened, we often
become defensive. In other words, we are emotionally hijacked.
Defensive comments end listening for several reasons. First,
others often perceive them as threats or escalations. Thus, they
may lead to self protectiveness from all parties involved in a
conversation and reduce trust and goodwill. These cycles of
escalation close conversations off From complete and honest
exchange of information. In some cases, people even attack
others in an effort to protect themselves. Second, they shift
attention away from the speaker to the listener—meaning the
person who has made the defensive comment.
Rapport-building questions - correct answer -Are intended to
create bonds between people. They can break the ice and
gradually ease people into conversations about shared Bussiness
interests. They tend to be casual and social and steer clear of
divisive or offensive topics. Questions about current work
projects, interests, and experiences are generally appropriate.
, Page | 2
Cross-examination questions - correct answer -Are intended to
find contradictions in what others have said or done. Like the
disguised statements, they can abruptly end learning
conversations when they repeatedly call into question the
credibility of others.
Which of the following is the best way to accurately interpret
nonverbal signals? - correct answer -Consciously learn to
understand nonverbal signals from those with whom you
frequently interact.
Synchronizing - correct answer -One key to effective nonverbal
communication to make others more comfortable talking to you is
to synchronize your body language with theirs. Synchronizing
body language involves adopting some of your counterparts body
language to make the conversation more natural for them and to
show empathy to them.
Eye contact - correct answer -Typically, people who achieve eye
contact build emotional connections to one another. They are
more likely to build rapport and empathy. In most situations, the
more eye contact, the better. Of course, intense stairs in deep
cases can make others uncomfortable. So, you should be aware
, Page | 3
of what others would consider visual intrusiveness. Most people
are far better at resolving differences when making iContact
during face-to-face conversations.
The eyes make a mini involuntary movements that are associated
with various feelings. For example, large, dilated pupils show
emotional excitement.. by contrast, small, constricted pupils show
little emotional engagement. Thus, dilated pupils can show
interest in Provo, whereas constricted pupils can show disinterest
and boredom. Of course, extremely dilated pupils are not
necessarily positive— they can also indicate extreme emotions
such as anger.
Another involuntary eye movement is CLEM (conjugate lateral
eye movement). CLEM is a rapid side shift of the eye.
Smiles and nods - correct answer -Generally, you should
attempt to be lively, smile a lot, and look interested. As you nod to
show interest and sometimes agreement, you signal that you are
interested and welcome the thoughts of others. Sincere, genuine
smiles are an excellent way to help others trust your intentions.
Research has shown that positive emotional expressions such as
smiles cause customers to have more positive feelings about
transactions, be more satisfied with the product and services, and
even feel more loyal to companies. However, unless smiles are
genuine and sincere, they may not generate goodwill. Smiles can
convey many meanings, including sarcasm and mocking. They
BCOM 3950 CHPT 2 2026 LATEST
QUESTIONS AND ANSWERS| ACE
YOUR GRADES.
Defending - correct answer -Instinctively, all of us engage in self
protective behaviors. Often, the comments of others in the
workplace call into question our credibility, including our
performance, competence, concern for others, or even ability to
honor our commitments. When we feel threatened, we often
become defensive. In other words, we are emotionally hijacked.
Defensive comments end listening for several reasons. First,
others often perceive them as threats or escalations. Thus, they
may lead to self protectiveness from all parties involved in a
conversation and reduce trust and goodwill. These cycles of
escalation close conversations off From complete and honest
exchange of information. In some cases, people even attack
others in an effort to protect themselves. Second, they shift
attention away from the speaker to the listener—meaning the
person who has made the defensive comment.
Rapport-building questions - correct answer -Are intended to
create bonds between people. They can break the ice and
gradually ease people into conversations about shared Bussiness
interests. They tend to be casual and social and steer clear of
divisive or offensive topics. Questions about current work
projects, interests, and experiences are generally appropriate.
, Page | 2
Cross-examination questions - correct answer -Are intended to
find contradictions in what others have said or done. Like the
disguised statements, they can abruptly end learning
conversations when they repeatedly call into question the
credibility of others.
Which of the following is the best way to accurately interpret
nonverbal signals? - correct answer -Consciously learn to
understand nonverbal signals from those with whom you
frequently interact.
Synchronizing - correct answer -One key to effective nonverbal
communication to make others more comfortable talking to you is
to synchronize your body language with theirs. Synchronizing
body language involves adopting some of your counterparts body
language to make the conversation more natural for them and to
show empathy to them.
Eye contact - correct answer -Typically, people who achieve eye
contact build emotional connections to one another. They are
more likely to build rapport and empathy. In most situations, the
more eye contact, the better. Of course, intense stairs in deep
cases can make others uncomfortable. So, you should be aware
, Page | 3
of what others would consider visual intrusiveness. Most people
are far better at resolving differences when making iContact
during face-to-face conversations.
The eyes make a mini involuntary movements that are associated
with various feelings. For example, large, dilated pupils show
emotional excitement.. by contrast, small, constricted pupils show
little emotional engagement. Thus, dilated pupils can show
interest in Provo, whereas constricted pupils can show disinterest
and boredom. Of course, extremely dilated pupils are not
necessarily positive— they can also indicate extreme emotions
such as anger.
Another involuntary eye movement is CLEM (conjugate lateral
eye movement). CLEM is a rapid side shift of the eye.
Smiles and nods - correct answer -Generally, you should
attempt to be lively, smile a lot, and look interested. As you nod to
show interest and sometimes agreement, you signal that you are
interested and welcome the thoughts of others. Sincere, genuine
smiles are an excellent way to help others trust your intentions.
Research has shown that positive emotional expressions such as
smiles cause customers to have more positive feelings about
transactions, be more satisfied with the product and services, and
even feel more loyal to companies. However, unless smiles are
genuine and sincere, they may not generate goodwill. Smiles can
convey many meanings, including sarcasm and mocking. They
