AIC 301 EXAM: LATEST A+ QUESTIONS AND ANSWERS
BREAKDOWN
When a sender shares information in the communication process, which one of the following phases
is occurring?
Transmission
Perceived credibility during interpersonal communication is best identified as which one of the
following types of credibility?
Derived
When a receiver responds during the communication process, it is best identified as which one of the
following phases?
Feedback
Stella was discussing the new claim distribution process with her team. The team was supplying
information on the results and performance metrics after the first week of implementation for the
new distribution process. The team spoke about the drop in cycle time for the period between
assignment and pickup of the claim by the claim representative. Stella determined that the delay was
user error, because the team advised that the system did not contain any deliver errors in the follow
up reports. Stella's determination is best identified as which one of the following?
Select one:
decoding
Sally knew that the data entry process for claim submissions was behind so she called the
administrative team together to implement a new plan to streamline entry of like claims to specific
individuals. Sally's communication with the administrative team is best identified as which one of the
following?
encoding
When a sender shares information in the communication process, which one of the following phases
is occurring?
transmission
When a receiver responds during the communication process, it is best identified as which one of the
following phases?
Feedback
Annie was working on an automobile liability claim and attempting to obtain a recorded statement of
the events that lead up to the accident from the policyholder. As the person answering questions for
the recorded statement from Annie, the policyholder is best identified as which one of the following?
receiver
, Sally knew that the data entry process for claim submissions was behind so she called the
administrative team together to implement a new plan to streamline entry of like claims to specific
individuals. Sally's communication with the administrative team is best identified as which one of the
following?
encoding
Mark is a claim representative for ABC Insurance who handles liability losses. One of Mark's major
tasks is to take recorded statements for each claim. A new claim was received by Mark and he
recognized the claimant's name and Mark immediately felt that this was not a valid claim. When
taking the recorded statement, Mark allowed the claimant to speak and then paraphrased the
claimant's statements to verify an understanding of the claimant's message. Which one of the
following best identifies the approach that Mark is undertaking?
Reflective listening
Those practicing active listening can experience barriers that would reduce the effectiveness of the
process, such as using the same wording for every response to the sender. Which one of the following
is the best selection as another barrier to active listening?
Underreaching
Shelly was handling a bodily injury claim, where the insured's grandson had been cut by a saw blade.
Shelly wanted to obtain a statement from the insured to fully understand how the injury occurred in
order to determine whether the insured was liable for the injury. Shelly had been conducting a
recorded statement with the insured for 20 minutes, when she stopped the insured and asked directly
what the insured had done to cause the injury because it sounded like the grandson was the cause of
his own injury. Which one of the following would best identify Shelly's missed opportunity in this
communication sequence?
Showing empathy for the incident
When a claim representative utilizes active listening skills it can assist with which one of the
following?
Interpret spoken messages accurately
Those practicing active listening can experience barriers that would reduce the effectiveness of the
process, such as using the same wording for every response to the sender. Which one of the following
is the best selection as another barrier to active listening?
he following are all considered barriers for effective listening efforts:
Using the same wording for each response
Pretending to understand
Overreaching
Underreaching
Engaging in long windedness
Ignoring nonverbal cues
Violating the speaker's expectations
BREAKDOWN
When a sender shares information in the communication process, which one of the following phases
is occurring?
Transmission
Perceived credibility during interpersonal communication is best identified as which one of the
following types of credibility?
Derived
When a receiver responds during the communication process, it is best identified as which one of the
following phases?
Feedback
Stella was discussing the new claim distribution process with her team. The team was supplying
information on the results and performance metrics after the first week of implementation for the
new distribution process. The team spoke about the drop in cycle time for the period between
assignment and pickup of the claim by the claim representative. Stella determined that the delay was
user error, because the team advised that the system did not contain any deliver errors in the follow
up reports. Stella's determination is best identified as which one of the following?
Select one:
decoding
Sally knew that the data entry process for claim submissions was behind so she called the
administrative team together to implement a new plan to streamline entry of like claims to specific
individuals. Sally's communication with the administrative team is best identified as which one of the
following?
encoding
When a sender shares information in the communication process, which one of the following phases
is occurring?
transmission
When a receiver responds during the communication process, it is best identified as which one of the
following phases?
Feedback
Annie was working on an automobile liability claim and attempting to obtain a recorded statement of
the events that lead up to the accident from the policyholder. As the person answering questions for
the recorded statement from Annie, the policyholder is best identified as which one of the following?
receiver
, Sally knew that the data entry process for claim submissions was behind so she called the
administrative team together to implement a new plan to streamline entry of like claims to specific
individuals. Sally's communication with the administrative team is best identified as which one of the
following?
encoding
Mark is a claim representative for ABC Insurance who handles liability losses. One of Mark's major
tasks is to take recorded statements for each claim. A new claim was received by Mark and he
recognized the claimant's name and Mark immediately felt that this was not a valid claim. When
taking the recorded statement, Mark allowed the claimant to speak and then paraphrased the
claimant's statements to verify an understanding of the claimant's message. Which one of the
following best identifies the approach that Mark is undertaking?
Reflective listening
Those practicing active listening can experience barriers that would reduce the effectiveness of the
process, such as using the same wording for every response to the sender. Which one of the following
is the best selection as another barrier to active listening?
Underreaching
Shelly was handling a bodily injury claim, where the insured's grandson had been cut by a saw blade.
Shelly wanted to obtain a statement from the insured to fully understand how the injury occurred in
order to determine whether the insured was liable for the injury. Shelly had been conducting a
recorded statement with the insured for 20 minutes, when she stopped the insured and asked directly
what the insured had done to cause the injury because it sounded like the grandson was the cause of
his own injury. Which one of the following would best identify Shelly's missed opportunity in this
communication sequence?
Showing empathy for the incident
When a claim representative utilizes active listening skills it can assist with which one of the
following?
Interpret spoken messages accurately
Those practicing active listening can experience barriers that would reduce the effectiveness of the
process, such as using the same wording for every response to the sender. Which one of the following
is the best selection as another barrier to active listening?
he following are all considered barriers for effective listening efforts:
Using the same wording for each response
Pretending to understand
Overreaching
Underreaching
Engaging in long windedness
Ignoring nonverbal cues
Violating the speaker's expectations
