Textbook Core LO: What Are the Major Elements of Communication and Nonverbal Communication?

CHAPTER 15 LIVING PSYCHOLOGY IN A GLOBAL ECOMONY

 EXPANDED LEARNING OUTCOMES 

Textbook Core LO: What are the major elements of communication and nonverbal communication? 1. Define communication and describe the seven elements important in the communication process (pp. 583-586). 2. Define nonverbal communication and describe the importance of gestures, body language, proxemics, paralanguage, and gender differences in this form of communication (pp. 587-591). Textbook Core LO: What are the essentials of good leadership? 3. Define leadership and explain the trait perspective regarding great leaders (pp. 592-595). 4. Describe the situation approach to great leadership, and compare the three major styles of leaders (pp. 595-596). 5. Describe the functional perspective regarding leadership, and compare task- versus relationship-oriented leadership (pp. 596-597). 6. Describe the five bases/sources of power among leaders (pp. 597-598). Textbook Core LO: How are people persuaded, and how can I become more persuasive? 7. Describe the four major elements of persuasion (pp. 600-604). 8. Contrast the central and peripheral routes to persuasion (pp. 605-606). Textbook Core LO: What is conflict? Is it ever good? 9. Define conflict and compare dysfunctional and functional types of conflict (p. 607-608). 10. Describe cultural conflicts and three ways to minimize the effects of cultural differences (pp. 608- 609). 11. Differentiate between intra- and interpersonal conflict and describe how this can affect persons and organizations (pp. 609-610). 12. Describe five causes of conflict (pp. 610-612). Textbook Core LO: How can I improve my communication and conflict resolution skills? 13. Describe six blocks to good communication (pp. 613-615). 14. Describe three strategies and skills for improving communication, including the five components related to effective feedback (pp. 615-616). 15. Describe five ways to resolve conflict (pp. 617-618). 16. Contrast passive, aggressive, and assertive behaviors; state six of the rights listed in the Assertiveness Bill of Rights; and describe four tips for saying no (pp. 618-620). PAGE 86 LIVING PSYCHOLOGY IN A GLOBAL ECONOMY

 CHAPTER 15 OUTLINE 

LIVING PSYCHOLOGY IN A GLOBAL ECONOMY

Module 15.1: Communication Module 15. 4: Conflict  The Nature Of Communication  Identifying Conflict  Nonverbal Communication  Causes Of Conflict  Male/ Female Differences In Communication Module 15.5: Improving Communication and Coping Module 15.2: Leadership with Conflict  Trait Perspective  Communication Skills  Situational Approach  Conflict Resolution Skills  Functional Perspective Applying Psychology to Everyday  Leadership and Bases of Power Life: Are You Passive, Aggressive, or Assertive? Module 15.3: Persuasion  Elements Of Persuasion  Routes To Persuasion  ICON KEY 

A checkmark designates the first question for each new LEARNING OBJECTIVE in the current chapter. A key designates the first question related to a KEY TERM. All other questions for that key term are grouped together immediately following that question. An open book designates each REVIEW QUESTION exactly as it appears in the Check & Review sections of the chapter. A smiley face designates a JUST FOR FUN question. (Note: Several questions distributed throughout each chapter contain single just-for-fun answers, but are not marked with this icon.)

 MULTIPLE CHOICE QUESTIONS 

COMMUNICATION

1. The interdependent process of sending, receiving, and understanding ANS: B messages is the definition of _____. TYPE: FACTUAL a. persuasion OBJ(S): 1 b. communication TEXT: p. 583 c. encoding d. decoding

2. This is NOT one of the seven important elements in communication ANS: A described in your text. TYPE: FACTUAL a. language OBJ(S): 1 b. encoding and decoding TEXT: p. 584 c. channels d. noise

3. Brenda asks her employer for a raise. In the communication process, Brenda is a(n) _____, and her boss is a(n) _____. ANS: D TYPE: APPLIED a. requestor; refuser OBJ(S): 1 b. decoder; encoder TEXT: p. 584 c. asserter; aggressor d. sender; receiver

4. _____ is translating or interpreting the meaning of a message. ANS: C a. Encoding TYPE: FACTUAL b. Channeling OBJ(S): 1 TEXT: p. 584 c. Decoding d. Receiving

5. Messages are communicated through _____. a. sensory channels ANS: D TYPE: FACTUAL b. environmental channels OBJ(S): 1 c. voice, vision, touch, letters, email, phone calls, etc. TEXT: p. 584 d. all of these options

6. This is NOT an environmental communication channel.

a. the speaker’s voice ANS: A b. television TYPE: FACTUAL c. a public speech OBJ(S): 1 d. email TEXT: p. 584

7. Mikael and Airon are exchanging emails about their reactions to their ANS: B newest coworker. This is an example of a(n) _____ communication TYPE: APPLIED channel. OBJ(S): 1 a. downward TEXT: p. 584 b. informal c. formal d. upward

8. According to your text, _____ channels are the backbone of any successful ANS: B business. TYPE: FACTUAL a. formal and informal OBJ(S): 1 b. lateral and informal TEXT: p. 584 c. downward and formal d. upward and informal

9. With regard to communication, noise refers to _____. a. intentional and unintentional thoughts, moods, or other “blocks” to ANS: A TYPE: FACTUAL communication OBJ(S): 1 b. the sound of the speaker’s voice TEXT: p. 585 c. misunderstandings related to mixed messages d. all of these options

10. You decide that it would be best to ask your teacher for an extension on ANS: C your research project in private in his campus office, on a day when he TYPE: APPLIED seems to be in an exceptionally good mood. This is an example of the use OBJ(S): 1 TEXT: p. 585 of _____ in communication. a. encoding b. kinesics c. context d. paralanuage

11. The context of a communication involves _____. a. the physical setting ANS: D TYPE: FACTUAL b. relationship issues OBJ(S): 1 c. psychological and sociocultural factors TEXT: p. 585 d. all of these options

12. This is NOT an example of an emotional expression on the internet. ANS: C a. :-) TYPE: FACTUAL b. :-( OBJ(S): 1 c. )<:< TEXT: p. 586 d. >:-(

13. Nonverbal communication is BEST defined as the process of sending and ANS: A receiving messages _____. TYPE: FACTUAL OBJ(S): 2 a. through means other than words TEXT: p. 587 b. silently c. through multiple channels d. with the body, not the voice

14. This is NOT an element of nonverbal communication. ANS: C TYPE: FACTUAL a. clothing OBJ(S): 2 b. personal space TEXT: p. 587 c. email messages d. kinesics

15. Research has found that _____ percent of an overall message is ANS: B TYPE: FACTUAL communicated nonverbally. OBJ(S): 2 a. 90 TEXT: p. 587 b. more than 50 c. 10 d. less than 50

16. According to research, 90% of _____ is transmitted nonverbally. ANS: D a. attitude TYPE: FACTUAL OBJ(S): 2 b. cognitive meaning TEXT: p. 587 c. the entire message d. emotional content

17. With regard to mismatched messages, research finds that people pay more ANS: B attention to _____ dimensions. TYPE: FACTUAL a. positive OBJ(S): 2 b. nonverbal TEXT: p. 587 c. verbal d. negative

18. This is a form of nonverbal communication using gestures and body language. ANS: D TYPE: FACTUAL a. sign language OBJ(S): 2 b. proxemics TEXT: pp. 587-88 c. somatic signaling d. kinesics

19. Kristin frowns at her teacher during class and sits with her arms tightly ANS: D crossed. What element of nonverbal communication is she using? TYPE: FACTUAL a. paralanuage OBJ(S): 2 b. proxemics TEXT: pp. 587-88 c. sensory channels d. kinesics

20. This is NOT a universal gesture. ANS: A a. circling the index finger and thumb to mean “okay” TYPE: FACTUAL OBJ(S): 2 b. nodding the head up and down to mean “yes” TEXT: p. 588 c. shaking the head back and forth to mean “no” d. a closed fist with thumb turned down to mean “no good”

21. Proxemics refers to _____. ANS: A TYPE: FACTUAL a. physical and personal space when communicating OBJ(S): 2 b. successive approximations of a message TEXT: p. 588 c. the arrangement of furniture in a communication meeting d. how close people are when communicating

22. This is NOT one of Hall’s North American “personal space” categories. ANS: C a. intimate TYPE: FACTUAL OBJ(S): 2 b. social TEXT: p. 589 c. environmental d. public

23. Which of the following North American distances is CORRECTLY ANS: B matched? TYPE: FACTUAL OBJ(S): 2 a. personal—18 inches to 2 feet TEXT: p. 589 b. intimate—touching to 18 inches c. public—3 feet and beyond d. social—2 feet to 3 feet

24. This space is reserved for friends and acquaintances and ordinary ANS: D conversations. TYPE: FACTUAL OBJ(S): 2 a. social distance TEXT: p. 589 b. intimate distance c. public distance d. personal distance

25. Personal space norms differ between _____. ANS: D a. cultures TYPE: FACTUAL b. men and women OBJ(S): 2 TEXT: p. 589 c. adults and children d. all of these options

26. “Paralanguage” is a form of nonverbal communication which includes ANS: A _____. TYPE: FACTUAL OBJ(S): 2 a. pace, pitch, volume, tone, and inflection TEXT: p. 589 b. eye contact, facial expression, gestures, and body language c. personal and physical space d. all of these options

27. Research has shown that, on average, 38% of communication is contained ANS: B in the _____. TYPE: FACTUAL OBJ(S): 2 a. atmosphere TEXT: p. 589 b. paralanguage c. words d. voice box

ANS: D 28. Someone comments, “You’re a laugh a minute.” You can’t understand the TYPE: FACTUAL meaning of this without knowledge and understanding of _____. OBJ(S): 2 a. gender differences TEXT: p. 590 b. proxemics c. context d. paralanguage

29. After dealing with a very difficult customer, your supervisor emails you ANS: A TYPE: APPLIED with a message that says, “Great job!” You are uncertain what she means OBJ(S): 2 because this message lacks _____. TEXT: p. 590 a. paralanguage b. intrinsic value c. extrinsic value d. sophistication

30. Chris is conversing with Jan with the underlying goal of conveying ANS: B TYPE: APPLIED information and preserving independence. Gender research regarding OBJ(S): 2 communication suggests that Chris is MOST likely to be _____. TEXT: Pp. 590-91 a. androgynous b. male c. female d. gender confused

31. Follow-up research on gender differences in communication styles ANS: C suggests that _____. TYPE: FACTUAL OBJ(S): 2 a. “men are from mars; women are from venus” TEXT: pp. 590-91 b. these difference reflect two subcultures within the general culture c. the differences are relatively small d. real differences do not exist

LEADERSHIP

32. Using interpersonal influence to inspire or persuade others to support the ANS: D TYPE: FACTUAL goals and perform the tasks desired by the leader is called _____. OBJ(S): 3 a. manipulation TEXT: p. 592 b. persuasion c. power d. leadership

33. Randy excels in his high school band. At home, he organized and arranged ANS: B for the music at his great-grandmother’s 80th birthday celebration. This is TYPE: APPLIED OBJ(S): 3 an example of _____ TEXT: p. 592 a. a chain of command b. informal leadership c. informal power d. family power

34. Which of the following is NOT one of the three major perspectives ANS: A attempting to explain leadership? TYPE: FACTUAL OBJ(S): 3 a. charismatic TEXT: p. 592 b. trait c. situational d. functional

35. The belief that leadership results from specific inherited personality traits is ANS: C TYPE: FACTUAL known as the _____ theory. OBJ(S): 3 a. natural born leader TEXT: p. 593 b. instinctive leadership c. great person d. XYZ

ANS: A 36. This trait is NOT linked to successful leadership. TYPE: FACTUAL a. ruthlessness OBJ(S): 3 b. self-confidence TEXT: p. 593 c. flexibility d. expertise

37. This is probably the single most important quality of successful leaders. ANS: B a. creativity TYPE: FACTUAL OBJ(S): 3 b. flexibility TEXT: p. 593 c. cognitive ability d. honesty and integrity

38. Recent findings suggest that the _____ dimensions of personality are ANS: A associated with leadership. TYPE: FACTUAL OBJ(S): 3 a. OCEAN TEXT: p. 594 b. BEACH c. GPT d. XYZ

39. _____ leaders possess a compelling vision that transforms follower’s ANS: C beliefs, values, or goals. TYPE: FACTUAL OBJ(S): 3 a. Formal TEXT: p. 594 b. Informal c. Charismatic d. Self-actualized

40. Presidential effectiveness has been linked to _____. ANS: D TYPE: FACTUAL a. Watergate OBJ(S): 3 b. Monica-gate TEXT: p. 594 c. peanut farming d. charisma

41. This is NOT identified as a trait associated with charismatic leaders. ANS: B a. self-sacrifice from both leaders and their followers TYPE: FACTUAL b. formal communication OBJ(S): 3 c. a stirring personality style TEXT: p. 594 d. a stirring vision

42. Which of the following persons was NOT charismatic? ANS: D a. Martin Luther King TYPE: FACTUAL b. Winston Churchill OBJ(S): 3 c. Adolph Hitler TEXT: p. 594 d. all of these persons were charismatic

ANS: C 43. With regard to explaining leadership, the situational approach says TYPE: FACTUAL leadership is related to the concept of _____. OBJ(S): 4 a. “right makes might” TEXT: p. 595 b. “might makes right” c. “the right person, in the right place, at the right time” d. “the right stuff”

44. A(n) _____ leader emerges during times of crisis, makes all decisions, ANS: D assigns tasks, and demands full obedience. TYPE: FACTUAL OBJ(S): 4 a. Theory Z TEXT: p. 595 b. participative c. Theory Y d. autocratic

45. A(n) _____ leader encourages group discussion and decision-making ANS: A through consensus building. TYPE: FACTUAL OBJ(S): 4 a. democratic TEXT: p. 595 b. Theory X c. authoritarian d. all of these options

46. Douglas McGregor is associated with which of the following theories? ANS: A a. Theory X and Theory Y TYPE: FACTUAL b. Theory Y and Theory Z OBJ(S): 4 c. Theory XYZ TEXT: p. 595 d. none of these options

47. A Theory _____ manager believes that employees like to work, are ANS: D industrious, seek responsibility, and can exercise self-direction. TYPE: FACTUAL a. ABC OBJ(S): 4 b. XYZ TEXT: p. 595 c. X d. Y

48. A Theory _____ manager believes that employees dislike work, are lazy, ANS: B avoid responsibility, and must be prodded to perform. TYPE: FACTUAL a. DUD OBJ(S): 4 b. X TEXT: p. 595 c. BAD d. LAZ-Y

49. If you were a Theory X manager you might do which of the following with ANS: D your employees? TYPE: FACTUAL a. supervise employees closely OBJ(S): 4 b. provide bonuses and commissions to motivate workers TEXT: p. 595 c. assign work quotas d. all of these options

50. Studies have shown that _____ leadership increases both efficiency and job satisfaction. ANS: B TYPE: FACTUAL a. laissez-faire OBJ(S): 4 b. Theory Y TEXT: p. 596 c. Theory X d. autocratic

51. A(n) _____ leader is minimally involved in decision-making, and ANS: C encourages workers to make their own decisions and manage themselves. TYPE: FACTUAL a. democratic OBJ(S): 4 b. participative TEXT: p. 596 c. laissez-faire d. all of these options

52. George is the supervisor of a large software company. He believes in ANS: D hiring the right people then generally leaves them alone to do their job. TYPE: FACTUAL His style of leadership is called _____. OBJ(S): 4 TEXT: p. 596 a. democratic b. autocratic c. relationship-oriented d. laissez-faire

53. The _____ approach to leadership suggests that a leader is task-oriented or ANS: B relationship-oriented depending on the needs of the group. TYPE: FACTUAL a. flexible OBJ(S): 5 b. functional TEXT: p. 596 c. laissez-faire d. interpersonal

54. A leader who keeps the group focused on reaching a particular goal is ANS: B _____. TYPE: FACTUAL a. autocratic OBJ(S): 5 TEXT: p. 596 b. task-oriented c. problem-focused d. solution-oriented

55. A leader who helps maintain group morale, satisfaction, and motivation is ANS: C _____. TYPE: FACTUAL a. functional OBJ(S): 5 b. democratic TEXT: p. 596 c. relationship-oriented d. participative

56. When a work group is unhappy, and feels out of control, the best ANS: D leadership style to take would be _____. TYPE: FACTUAL a. laissez-faire OBJ(S): 5 TEXT: p. 596 b. participative c. relationship-oriented d. task-oriented

57. This is NOT one of French and Raven’s bases of leader power. ANS: B TYPE: FACTUAL a. referent OBJ(S): 6 b. autocratic TEXT: pp. 597-98 c. legitimate d. reward

58. Which of the following is INCORRECTLY matched? ANS: B TYPE: FACTUAL a. legitimate power: police officer OBJ(S): 6 b. expert power: president TEXT: pp. 597-98 c. referent power: movie star d. reward power: bonuses

59. Legitimate power is based on _____. ANS: C a. the ability to reward desired behavior TYPE: FACTUAL OBJ(S): 6 b. the ability to punish undesirable behavior TEXT: p. 597 c. the credibility of a job title d. experience and expertise

60. _____ power is based on experience. ANS: D a. Legitimate TYPE: FACTUAL b. Referent OBJ(S): 6 TEXT: p. 597 c. Authoritative d. Expert

61. Identification with others, such as movie stars, athletes, or friends, is the ANS: B basis for _____ power. TYPE: FACTUAL a. reward OBJ(S): 6 TEXT: p. 598 b. referent c. expert d. superficial

62. A teacher’s power to grade, a supervisor’s power to promote, and a ANS: C parent’s power to praise are all examples of _____ power. TYPE: FACTUAL OBJ(S): 6 a. coercive TEXT: p. 598 b. legitimate c. reward d. referent

63. When a parent “grounds” a teenager, or a police officer gives a ticket, they ANS: B TYPE: FACTUAL are using their _____ power. OBJ(S): 6 a. legitimate TEXT: p. 598 b. coercive c. referent d. relationship

PERSUASION

64. Communication that is intended to change attitudes is called _____. ANS: C TYPE: FACTUAL a. rhetoric OBJ(S): 7 b. bullying TEXT: p. 600 c. persuasion d. dissuasion

65. Which of the following is NOT a component of persuasion? ANS: A TYPE: FACTUAL a. when OBJ(S): 7 b. who TEXT: p. 601 c. what d. how

66. Your first decision as a new employee of the Applied Psychology Ad ANS: A Agency is to choose the right person to endorse a client’s product. TYPE: APPLIED OBJ(S): 7 According to persuasion research, choosing _____ to promote _____ is TEXT: p. 601 MOST likely to get you fired. a. Madonna; life insurance b. John Travolta; Disneyland c. Oprah; a new book d. Julia Roberts; perfume

67. Which of these are important components of credibility in persuasion? ANS: C TYPE: FACTUAL a. trustworthiness and attractive OBJ(S): 7 b. attractiveness and expertise TEXT: p. 601 c. expertise and trustworthiness d. trustworthiness, expertise, and attractiveness

68. According to persuasion research, which of the following people are likely ANS: D to convince us to eat at a new restaurant in town? TYPE: APPLIED OBJ(S): 7 a. the restaurant owner TEXT: p. 601 b. a local food critic who endorses its food c. an actor who plays a food critic on a popular TV show and endorses its food d. both the food critic and the actor who plays one

69. Which of the following is NOT associated with creating an illusion of ANS: B honesty and credibility? TYPE: FACTUAL OBJ(S): 7 a. eye contact TEXT: p. 601 b. personal investment in the product or service c. speaking confidently d. speaking fast

70. _____ inoculate an audience to possible rebuttals to an argument, thus ANS: B decreasing their impact. TYPE: FACTUAL a. Persuasions OBJ(S): 7 TEXT: p. 601 b. Two-sided arguments c. Emotional arguments d. Rational arguments

71. Two-sided arguments _____. ANS: D TYPE: FACTUAL a. give the appearance of fairness OBJ(S): 7 b. are designed to show inherent flaws in the “other” side TEXT: pp. 601-02 c. allow for a rebuttal to the “other” side d. all of these options

72. Veronica has a new line of clothing she wants to promote in a television ad ANS: C at 8:oo pm on a weekday evening. Based on persuasion research, which of TYPE: FACTUAL OBJ(S): 7 the following appeals is MOST likely to increase her sales. TEXT: p. 602 a. logical b. reasonable c. emotional d. two-sided

73. Fear messages are MOST likely to persuade when the negative consequence ANS: D is _____. TYPE: FACTUAL OBJ(S): 7 a. immediate and likely to happen TEXT: p. 602 b. relevant c. severe d. all of these options

74. When your audience does not have a strong interest in your message, to get ANS: A their attention and improve your persuasive ability you should _____. TYPE: FACTUAL a. use an attractive model and focus on superficial characteristics of OBJ(S): 7 your product TEXT: pp. 601-02 b. use a highly credible expert and focus on how your product will impact their lives c. provide a two-sided argument d. appeal to logic and reason

75. This increases familiarity with something, which increases your positive ANS: B TYPE: FACTUAL attitude toward it. OBJ(S): 7 a. classical conditioning TEXT: p. 603 b. repeated exposure c. audience analysis d. two-sided arguments

76. The use of a seductive women to sell cars is based on _____, which says the ANS: A buyer will pair his positive emotional response to the woman with the car TYPE: FACTUAL OBJ(S): 7 being promoted in the advertisement. TEXT: p. 603 a. classical conditioning b. operant conditioning c. repeated exposure d. the bait-and-switch technique

77. Making a small request followed by increasingly larger requests is called the ANS: D _____ technique of persuasion. TYPE: FACTUAL OBJ(S): 7 a. door-in-the-face TEXT: p. 603 b. slam-the-door c. ring-and run d. foot-in-the-door

78. Telemarketers use the _____ technique because they know you are likely to ANS: C say yes to a large item at the end of a call if you have said yes to a small TYPE: FACTUAL OBJ(S): 7 request at the beginning of the call. TEXT: p. 603 a. voice-in-your-ear b. graduated-obnoxiousness c. foot-in-the-door d. you’ve-got-everything-to-lose

79. The door-in-the-face technique involves _____. ANS: B a. slamming the door on a salesperson TYPE: FACTUAL OBJ(S): 7 b. beginning with a very large, intrusive request followed by a smaller TEXT: p. 603 request c. beginning with a small request, then escalating to larger ones d. plugging peepholes on doors so customers cannot see the salesperson’s face

80. A phone researcher asks you for an hour of your time to answer his survey ANS: C questions. When you refuse, he offers you the alternative he wanted all TYPE: APPLIED along—to answer just two questions. This is an example of the _____ OBJ(S): 7 technique. TEXT: p. 603 a. bait-and-switch b. foot-in-the-door c. door-in-the-face d. low balling

81. The foot-in-the-door strategy works because it is associated with _____; ANS: C whereas the door-in-the-face strategy works because it is associated with TYPE: FACTUAL OBJ(S): 7 _____. TEXT: p. 603 a. a response set; habit b. habit; a response set c. a shift in self-perception; the rule of reciprocal concessions d. the rule of reciprocal concessions; a shift in self-perception

82. _____ occurs when someone gets your commitment to an attractive ANS: D proposal, then reveals hidden costs. TYPE: FACTUAL a. The bait-and-switch strategy OBJ(S): 7 b. Buyer’s remorse TEXT: p. 604 c. The Barnum effect d. Low balling

83. Dimitrio’s boss offered him a week-long trip to Hawaii at company expense. ANS: A After Dimitrio accepted and arrived in the islands, his boss explained that he TYPE: APPLIED would be babysitting his kids while the boss and his wife toured the islands. OBJ(S): 7 TEXT: p. 604 This is an example of the _____ strategy of persuasion. a. low balling b. bait-and-switch c. foot-in-the-door d. door-in-the-face

84. Offering an attractive proposal, then making it unavailable or unappealing ANS: B and offering a more costly alternative is called the _____ strategy TYPE: FACTUAL OBJ(S): 7 a. low balling TEXT: p. 604 b. bait-and-switch c. door-in-the-face d. foot-in-the-door

85. Stan convinces Dorothy to accept a blind date with his great-looking and ANS: C prosperous business partner, who does not really exist. On the day of the TYPE: APPLIED date, he tells Dorothy that his business partner is out of town, and sets her up OBJ(S): 7 TEXT: p. 604 with an obnoxious boor, who is a client he’s trying to impress. This is an example of the _____ strategy of persuasion. a. low balling b. high balling c. bait-and-switch d. fish-or-cut-bait

86. The _____ route to persuasion uses logic and careful analysis of arguments ANS: A to convince a highly involved, motivated, and attentive audience. TYPE: FACTUAL a. central OBJ(S): 8 b. peripheral TEXT: p. 605 c. circuitous d. educated

87. Alfredo has wanted a new car for many months. He recently bought one ANS: B because the salesperson showed him several consumer articles with TYPE: FACTUAL independently high rankings of the car, and offered logical arguments for OBJ(S): 8 TEXT: p. 605 why this was an especially good value. This is an example of _____. a. low balling b. the central route to persuasion c. information overload d. repeated exposure

88. The _____ route to persuasion uses irrelevant or extraneous factors (e.g., ANS: D attractiveness) to convince an uninvolved, unmotivated, and inattentive TYPE: FACTUAL OBJ(S): 8 audience. TEXT: p. 605 a. circuitous b. extraneous c. central d. peripheral

89. A stronger and more durable attitude change is more likely when the _____ ANS: B TYPE: FACTUAL route to persuasion is used. OBJ(S): 8 a. peripheral TEXT: p. 605 b. central c. extemporaneous d. elaborative

90. This is the personality trait that reflects the extent to which people engage in ANS: A and enjoy effortful thought processing. TYPE: FACTUAL OBJ(S): 8 a. need for cognition TEXT: p. 606 b. need for achievement c. thoughtful cognition d. central processing

CONFLICT

91. _____ is having to choose between two or more competing goals. ANS: A TYPE: FACTUAL a. Conflict OBJ(S): 9 b. Controversy TEXT: p. 607 c. Persuasion d. Nonconformity

92. _____ conflict occurs when individuals or groups have, or believe they ANS: C TYPE: FACTUAL have, opposing interests, which become the source for damage to OBJ(S): 9 relationships and performance. TEXT: p. 607 a. Oppositional b. Negative c. Dysfunctional d. Work

93. _____ conflict occurs when it brings important problems to the surface, ANS: A TYPE: FACTUAL providing opportunities to solve them, improving relationships and OBJ(S): 9 performance. TEXT: p. 608 a. Functional b. Preliminary c. Prospective d. Positive

94. One reason for diversity training in organizations today is to _____. ANS: D TYPE: FACTUAL a. decrease cultural clashes OBJ(S): 10 b. assure that conflicts will be functional TEXT: p. 608 c. decrease dysfunctional conflicts d. all of these options

95. This is NOT one of the ways described in your text for minimizing cultural ANS: B clashes. TYPE: FACTUAL OBJ(S): 10 a. examine your thought processes TEXT: pp. 608-09 b. take an ethnocentric stance toward other cultures c. adjust your behavior to match the other culture d. recognize that culture clashes are emotionally stressful

96. Imelda can’t decide which pair of shoes to wear today. Several pairs would ANS: D look perfect with her stately costume. This is an example of _____. TYPE: APPLIED OBJ(S): 11 a. a shoe fetish TEXT: p. 609 b. substantive conflict c. interpersonal conflict d. intrapersonal conflict

97. This is an example of interpersonal conflict. ANS: D TYPE: FACTUAL a. Person A wants yellow walls, Person B wants blue ones. OBJ(S): 11 b. Department A says the failure was Department B’s fault; Department TEXT: p. 610 B blamed Department A. c. Company A wants your business; so does Company B. d. all of these options

98. _____ conflict involves disagreement over goals to pursue or the means to ANS: B achieve them. TYPE: FACTUAL OBJ(S): 11 a. Organizational TEXT: p. 610 b. Substantive c. Intrapersonal d. Emotional

99. _____ conflict involves disagreements that arise over feelings of anger, ANS: A TYPE: FACTUAL mistrust, dislike, fear, etc. OBJ(S): 11 a. Emotional TEXT: p. 610 b. Irrational c. Petty d. Impersonal

100. If an employee disagreed with management over whether jobs should be ANS: C TYPE: FACTUAL outsourced to other countries, this would be an example of a(n) _____ OBJ(S): 11 conflict. TEXT: p. 610 a. intrapersonal b. emotional c. substantive d. dysfunctional

101. Emotional conflicts are _____; substantive conflicts are _____. ANS: C a. primary; secondary TYPE: FACTUAL b. impersonal; personal OBJ(S): 11 TEXT: p. 610 c. person-focused; task-focused d. approach-avoidant; approach-approach or avoidant-avoidant

102. In a small family business, father and son argue constantly because the son ANS: B is always forgetting to turn off the light when he leaves a room, thus wasting TYPE: APPLIED OBJ(S): 12 electricity. This is an example of conflict due to _____. TEXT: p. 610 a. unresolved Oedipus issues b. limited resources c. role differences d. personality differences

103. Asking an employee to report his or her employer’s absences and late ANS: D arrivals to upper management is an example of _____. TYPE: FACTUAL OBJ(S): 12 a. limited resources TEXT: p. 611 b. dysfunctional conflict c. authoritative command d. role conflict

104. Much time is wasted in staff meetings by employees who argue over which ANS: C radio station should be playing over the company’s sound system. This is TYPE: APPLIED an example of conflict due to _____. OBJ(S): 12 TEXT: p. 611 a. limited resources b. role conflict c. personality differences d. goal differences

105. An example of conflict due to _____ occurs when one department is ANS: D expected to make a safe product no matter the cost, and the finance TYPE: APPLIED department is expected to prevent cost overruns. OBJ(S): 12 TEXT: pp. 611-12 a. value differences b. limited resources c. substantive emotions d. goal differences

106. Conflict that makes workers feel like they must choose between their ANS: D morals, self-respect, safety, and their job is known as _____. TYPE: FACTUAL a. role violations OBJ(S): 12 TEXT: p. 612 b. substantive conflict c. goal differences d. discrimination or harassment

IMPROVING COMMUNICATION AND COPING WITH CONFLICT

107. Dewanna is having difficulty paying attention to her teacher because of the ANS: D construction project outside her classroom window. This is an example of TYPE: APPLIED the _____ barrier to communication. OBJ(S): 13 a. attention deficit TEXT: p. 613 b. communication overload c. competing priorities d. physical distraction

108. This is NOT true about the perceptual set barrier to communication. ANS: B TYPE: FACTUAL a. It often occurs automatically and unconsciously. OBJ(S): 13 b. Because it is largely unconscious, it cannot be overcome. TEXT: p. 614 c. It can be based on prejudice. d. It is a readiness to perceive, based on expectations.

109. This is NOT an example of a semantic barrier to communication. ANS: B a. “Would it be sanctioned by the maestro of the classroom for this TYPE: APPLIED OBJ(S): 13 deliberative mortal to excurse and navigate himself to the gentleman’s TEXT: p. 614 refuge?” b. “I disagree with your use of the word ‘aesthetics’ in this situation.” c. “You jerk-face!” d. “DOS” and “email”

110. When your words simultaneously convey two conflicting messages, or the ANS: C message sent by your words is the opposite of the message sent by your TYPE: FACTUAL OBJ(S): 13 body language, you are sending _____. TEXT: p. 614 a. semantic contradictions b. physical distractions c. a mixed message d. paralinguistic cues

111. Telling someone you love them, while you flirt with your best friend’s ANS: C TYPE: FACTUAL spouse, is an example of _____. OBJ(S): 13 a. game playing TEXT: p. 614 b. semantic encoding c. a mixed message d. poor taste

112. Supervisors and managers often don’t get an accurate view of what is going ANS: A TYPE: FACTUAL on in the workplace because _____. OBJ(S): 13 a. of communication barriers related to status differences TEXT: p. 615 b. only idiots are promoted to these positions c. subordinates tend to be liars d. they spend too much time in the executive restroom

113. Email and cell phones have contributed to the _____ barrier to ANS: B communication. TYPE: FACTUAL OBJ(S): 13 a. perceptual set TEXT: p. 615 b. communication overload c. semantics d. proxemics

ANS: B 114. This is an example of the use of audience analysis to improve TYPE: APPLIED communication. OBJ(S): 14 a. Anya makes sure she is well-rested before she asks her boss for a TEXT: p. 615 raise. b. Leticia waits till her mother gets off the phone before asking her for a ride to the skating rink. c. Jensen is using his cell phone to make several calls while he rides the trolley. d. all of these options

115. This is NOT part of the active listening process. ANS: A a. planning what you are going to say in response as you listen TYPE: FACTUAL OBJ(S): 14 b. listening for underlying meanings TEXT: p. 615 c. attending to both nonverbal and verbal messages d. asking direct questions about the message

116. Empathic listening includes all the following EXCEPT _____. ANS: C a. focusing on the other person TYPE: FACTUAL OBJ(S): 14 b. being nonjudgmental TEXT: p. 615 c. evaluating motives d. responding sensitively

117. Who is responsible for communication feedback? ANS: D TYPE: FACTUAL a. the listener OBJ(S): 14 b. the speaker TEXT: p. 616 c. neither the speaker nor the listener because feedback interrupts the flow of communication d. both the speaker and the listener

118. Which of the following is the BEST example of appropriate feedback? ANS: B a. “Sometimes you act like such a jerk!” TYPE: APPLIED OBJ(S): 14 b. “Please don’t stick your tongue out at me. I don’t like it!” TEXT: p. 616 c. “Maybe you should get a personality transplant!” d. “Don’t ever act like that again!”

119. According to your text, these are the four “dirty words” of feedback to ANS: D TYPE: FACTUAL avoid. OBJ(S): 14 a. “Let’s just be friends.” TEXT: p. 616 b. “Right back at you.” c. “maybe, okey-dokey, right-on, whatever” d. “should, ought, always, never”

ANS: A 120. Pretending that a conflict does not exist is _____. TYPE: FACTUAL a. called avoidance OBJ(S): 15 b. counterproductive TEXT: p. 617 c. the fastest and easiest approach to resolution d. psychotic

121. Accommodation is a good approach to conflict resolution in which of the ANS: B following examples? TYPE: APPLIED OBJ(S): 15 a. A safety officer shares concerns about the potential for fire in trash TEXT: p. 617 cans next to smoking areas; the staff considers this concern to be overrated. b. Several departments are fighting over what color their company’s logo should be. c. Accounting says there are insufficient funds for a project if it is delayed; city inspectors say they cannot get to the site in the next month, which will delay the project. d. A number of employees want their company to honor a non-Christian religious holiday, or to stop honoring Christmas and Easter.

122. When resources are limited, or there is not enough time to solve all parts of ANS: A TYPE: FACTUAL a complex problem, _____ may be the best solution. OBJ(S): 15 a. compromise TEXT: p. 617 b. the wait-and-see approach c. avoidance d. accommodation

123. The authoritative command approach ______. ANS: D TYPE: FACTUAL a. results in one or more parties believing their needs were ignored OBJ(S): 15 b. may lead to higher-level conflicts in the future TEXT: p. 617 c. are best when quick, decisive, but unpopular actions are necessary d. all of these options

ANS: D 124. The “win-win” approach to conflict resolution is most often associated with TYPE: FACTUAL _____. OBJ(S): 15 a. accommodation TEXT: pp. 617-18 b. avoidance c. compromise d. collaboration

125. Which of the following is a passive response? ANS: A TYPE: APPLIED a. “You go ahead. I really didn’t want that seat anyway.” OBJ(S): 16 b. “Please move over, I was sitting there.” TEXT: p. 618 c. “Here, take my seat—you have more packages than I do.” d. “Hey, that was my chair!”

126. Which of the following is an aggressive response? ANS: B a. “You are in my seat.” TYPE: APPLIED OBJ(S): 16 b. “Get out of my chair, jerk!” TEXT: p. 618 c. “This is the third time I have had to ask you to sit elsewhere. What’s the deal?” d. “No, I do not want to change seats with you.”

127. Standing up for your rights without infringing on the rights of others is ANS: C called _____. TYPE: FACTUAL OBJ(S): 16 a. collaboration TEXT: p. 618 b. compromise c. assertiveness d. win-win aggression

128. Which of the following people is demonstrating assertiveness? ANS: C a. Damian passes a long line of cars at a freeway offramp to cut in near TYPE: APPLIED OBJ(S): 16 the front of the line. TEXT: p. 618 b. Darrell decides it is inappropriate to demand a raise, after five years at his current pay level. c. Franklin politely and firmly tells his boss he is not interested in dating her. d. all of these options

129. This is NOT one of the items on the “Assertiveness Bill of Rights.” The ANS: C right to _____. TYPE: FACTUAL a. judge your own behavior, thoughts, and emotions OBJ(S): 16 b. change your mind TEXT: p. 620 c. demand reasons for others’ bad behavior d. make mistakes

130. This is NOT one of the tips for saying “no” assertively. ANS: A a. use a loud voice TYPE: FACTUAL OBJ(S): 16 b. make eye contact TEXT: p. 620 c. be persistent a. maintain a firm and relaxed body posture

 TRUE OR FALSE QUESTIONS 

1. Messages reach the receiver via environmental channels such as seeing, ANS: B hearing, or touching. OBJ(S): 1 a. true TEXT: p. 584 b. false

2. Downward and formal channels of information are the backbone of any ANS: B successful business. OBJ(S): 1 a. true TEXT: p. 584 b. false

3. The physical setting, relationship issues, psychological climate, and ANS: B sociocultural factors make up the “noise” which may interfere with or OBJ(S): 1 enhance communication. TEXT: p. 585 a. true b. false

4. Using all capital letters in an email is considered to be rude because it ANS: A implies shouting. OBJ(S): 2 a. true TEXT: p. 586 b. false

5. The nonverbal dimension is responsible for up to 90% of the emotional ANS: A content of a communication. OBJ(S): 2 a. true TEXT: p. 587 b. false

6. Kinesics, proxemics, and paralanguage are all components of verbal ANS: B communications. OBJ(S): 2 a. true TEXT: pp. 587-88 b. false

7. Forming a circle with your thumb and index finger is a universal sign for ANS: B OBJ(S): 2 approval. TEXT: p. 588 a. true b. false

8. Nodding your head up and down would indicate agreement in nearly all ANS: A OBJ(S): 2 cultures. TEXT: p. 588 a. true b. false

9. South Americans tend to stand closer to others than do North Americans. ANS: A OBJ(S): 2 a. true TEXT: p. 589 b. false

10. In North America, an intimate personal distance between people would ANS: A measure approximately 18 inches. OBJ(S): 2 a. true TEXT: p. 589 b. false

11. The pace, pitch, and volume at which words are spoken are known as the ANS: B proxemics of communication. OBJ(S): 2 a. true TEXT: p. 589 b. false

12. A subtle increase in pitch at the end of a sentence always implies ANS: B nervousness or uncertainty. OBJ(S): 2 a. true TEXT: p. 589 b. false

13. Research confirms that men more often use speech to convey information ANS: A whereas women use speech to achieve and share intimacy. OBJ(S): 2 a. true TEXT: p. 590 b. false

14. Replications of Tannen’s gender communication research suggests that there ANS: B are moderate to strong differences between how the sexes communicate. OBJ(S): 2 a. true TEXT: p. 591 b. false

15. Great leaders are born, not made. ANS: B a. true OBJ(S): 3 b. false TEXT: p. 593

16. Contrary to popular opinion, honesty and integrity are not considered ANS: B OBJ(S): 3 important traits in a great leader. TEXT: p. 593 a. true b. false

17. Flexibility may be the single most important quality of successful leaders. ANS: A a. true OBJ(S): 3 TEXT: p. 593 b. false

18. To be charismatic a leader must use his or her visionary ideas to achieve ANS: B admirable, moral goals. OBJ(S): 3 a. true TEXT: p. 594 b. false

19. The situational approach to leadership suggests that Saddam Hussein would ANS: A not have remained in power as long as he did if there had not been such OBJ(S): 4 widespread dislike of America and its religious and political values among TEXT: p. 595 the Iraqi and other middle eastern people. a. true b. false

20. “I’m not paying you to think,” is most likely to be said by a leader with a ANS: B laissez-faire style. OBJ(S): 4 TEXT: p. 596 a. true b. false

21. A Theory X manager is more likely than a Theory Y manager to keep a ANS: A close watch on her workers. OBJ(S): 4 TEXT: p. 596 a. true b. false

22. Efficiency and job satisfaction tend to be greater under the leadership of a ANS: A Theory Y manager. OBJ(S): 4 a. true TEXT: p. 596 b. false

23. Task-oriented leaders are more important to the functioning of a group than ANS: B are relationship-oriented leaders. OBJ(S): 5 a. true TEXT: p. 596 b. false

24. When workers are very unhappy and the situation is out of control, the ANS: B relationship-oriented leader is more effective than the task-oriented leader. OBJ(S): 5 a. true TEXT: p. 596 b. false

25. The five bases of power include: legitimacy, expertise, self-appointment, ANS: B coercion, and instrumental. OBJ(S): 6 a. true TEXT: pp. 597-98 b. false

26. Your supervisor tells you that you have to work on the holiday. This is an ANS: A example of his use of legitimate power. OBJ(S): 6 a. true TEXT: p. 597 b. false

27. Physicians, lawyers, and plumbers all operate primarily from a legitimate ANS: B power base. OBJ(S): 6 a. true TEXT: p. 597 b. false

28. Managers who overuse their reward power base risk a decrease in its ANS: A OBJ(S): 6 effectiveness. TEXT: p. 598 a. true b. false

29. Low morale, resentment, revenge, counterproductive behaviors, and higher ANS: B OBJ(S): 6 employee turnover are strongly correlated with the overuse of the referent TEXT: p. 598 power base. a. true b. false

30. Who, what, to whom, and how make up the major elements of persuasion. ANS: A OBJ(S): 7 a. true TEXT: p. 601 b. false

31. Two-sided arguments are often more effective than one-sided arguments in ANS: A persuading others. OBJ(S): 7 TEXT: pp. 601-02 a. true b. false

32. Politicians plaster signs with just their names on them all over town because ANS: B they know that voters are affected by classical conditioning. OBJ(S): 7 a. true TEXT: p. 603 b. false

33. Someone using the door-in-the-face technique to get you to buy something ANS: B from them might first get you to accept a small gift, then ask you to buy OBJ(S): 7 their product. TEXT: p. 603 a. true b. false

34. The foot-in-the-door technique probably works because of a shift in self- ANS: A perception as someone who is a helper. OBJ(S): 7 TEXT: p. 603 a. true b. false

35. The foot-in-the-door, door-in-the-face, and bait-and-switch techniques of ANS: B persuasion are inherently unethical and immoral to use. OBJ(S): 7 TEXT: pp. 603-04 a. true b. false

36. Regardless of audience and situation, research has demonstrated that the ANS: B central route to persuasion is more effective than the peripheral route. OBJ(S): 8 a. true TEXT: p. 605 b. false

ANS: B 37. Dysfunctional or destructive conflict has no solution. OBJ(S): 9 a. true TEXT: p. 607 b. false

38. Emotional conflicts are personal, whereas substantive conflicts are both ANS: B OBJ(S): 9 personal and task-focused. TEXT: p. 610 a. true b. false

39. When Timothy was asked by a customer to accept a return that clearly ANS: A violates company policy, he was experiencing a role conflict. OBJ(S): 9 TEXT: p. 611 a. true b. false

40. The best way to deal with a mixed message is to explain to the person ANS: A sending it that you are confused and ask for clarification. OBJ(S): 13 TEXT: p. 614 a. true b. false

41. Active listening requires that the listener not speak, or limit speech to ANS: B reflecting what they have heard. OBJ(S): 14 a. true TEXT: p. 615 b. false

42. Feedback is important in communication, and requires that the listener tell ANS: B the truth, even when it may demean the other person. OBJ(S): 14 a. true TEXT: p. 616 b. false

43. F---, d---, c---, and s--- are the four “dirty words” your textbook author says ANS: B should never be used in effective communications. OBJ(S): 14 a. true TEXT: p. 616 b. false

44. Avoidance is the worst approach to conflict resolution, and should be never ANS: B be used. OBJ(S): 15 a. true TEXT: p. 617 b. false

45. Agreeing to disagree is a legitimate method of resolving relatively minor ANS: A conflicts when people agree on the most major goals and objectives. OBJ(S): 15 a. true TEXT: p. 617 b. false

46. The ideal conflict resolution strategy is collaboration. ANS: A OBJ(S): 15 a. true TEXT: pp. 617-18 b. false

47. According the “Assertive Bill of Rights,” you have the right to demand the ANS: B reason why someone has treated you badly. OBJ(S): 16 a. true TEXT: p. 620 b. false

 STUDENT STUDY GUIDE MULTIPLE CHOICE QUESTIONS 

PRACTICE TEST I

1. Your boss sends an email reminding you of your production goals. This communication is _____. a. lateral through a sensory channel b. downward through a lateral channel c. upward through an environmental channel d. downward through an environmental channel

2. Environmental conditions surrounding communication are referred to as the _____ . a. context b. noise c. channels d. receivers

3. According to current managerial thinking, _____ communication is the most efficient method. a. downward b. subordinate to superior c. lateral d. upward

4. Research shows that in average communication up to _____ percent of the emotional content is transmitted nonverbally. a. 55 b. 10 c. 90 d. 75

5. The space or distance of _____ is generally preferred during formal conversations with people we do not know well. a. less than one foot b. 1-4 feet c. 4-12 feet d. 12 ft and beyond

6. Research shows that _____ may be the single most important quality of successful leaders a. honesty b. flexibility c. expertise d. drive

7. _____ theorists believe it is primarily the environment that produces leaders. a. Trait b. Situational c. Functional d. Evolutionary

8. _____ approach suggests individuals become leaders because they contribute to group needs. a. Situational b. Functional c. Trait d. Democratic

9. College professors typically have _____ power in their relations with students. a. legitimate b. autocratic c. reward d. referent

10. The two most important components of the credibility of a source are trustworthiness and _____. a. attractiveness b. conviction c. expertise d. values

11. _____ is an important element in the delivery of a message. a. classical conditioning b. lowballing c. repeated exposure d. all of these options

12. A method of persuasion in which an unmotivated audience is convinced because of extraneous factors is called _____. a. the central route b. subliminal advertising c. the peripheral route d. audience analysis

13. _____ can bring important problems to the surface and offer opportunities for improvement. a. Open communication b. Functional conflict c. Participative leadership d. Referent power

14. Two managers arguing about what a department’s long range goals is an example of _____ conflict. a. emotional b. intrapersonal c. avoidance-avoidance d. substantive

15. Barriers that block communication goals are _____. a. physical distractions b. semantics c. status differences d. all of these options

16. When individuals are conflicted and unsure about their feelings or intentions, they tend to _____. a. be easily distracted b. not know what to say c. send mixed messages d. be argumentative

17. Active listening involves _____. a. asking direct questions b. asking for clarification c. total attention d. all of these options

18. As a communicator, asking your recipient “What do you think” invites _____ . a. questions b. answers c. communication d. feedback

19. Focusing on areas of agreement in conflicts is known as _____ . a. collaboration b. compromise c. accommodation d. empathic listening

20. The _____ approach to conflict often results in one or more parties believing their needs have been ignored. a. collaboration b. compromise c. accommodation d. authoritative command

PRACTICE TEST II

1. Communication in the global community poses unique challenges because of different _____. a. languages b. values c. beliefs d. all of these options

2. Translating or interpreting the meaning of a message is known as _____. a. encoding b. receiving c. decoding d. mixed messages

3. Environmental conditions surrounding communication include _____. a. physical setting and relationship issues b. psychological climate c. sociocultural factors d. all of these options

4. Nonverbal communication using body language is called _____. a. paralanguage b. kinesics c. proxemics d. physical space

5. The great person theory argues that leadership results from _____. a. high intelligence b. personal drive c. inherited traits d. self-confidence

6. _____ leaders have a compelling vision of what they want to accomplish and can transform their followers’ beliefs. a. Autocratic b. Charismatic c. Participative d. Task-oriented

7. _____ leaders work best in groups requiring little or no management. a. Authoritarian b. Charismatic c. Participative d. Laissez-faire

8. Disciplinary actions and low performance evaluations are all forms of _____ power. a. legitimate b. coercive c. expert d. autocratic

9. A plumber is a good example of _____ power. a. task-oriented b. expert c. legitimate d. expensive

10. When a communicator presents his or her opponent’s arguments to show their inherent flaws, this technique is called _____. a. audience coanalysis b. a two-sided argument c. repeated exposure d. the door-in-the face technique

11. The effectiveness of the foot-in-the-door technique seems to result from _____. a. persistence and expertise of the seller b. duration and credibility of the pitch c. shift in self-perception in the recipient d. all of these options

12. Research shows that the higher your need for _____ the more likely you are to be persuaded by central route techniques. a. acceptance b. participation c. control d. cognition

13. One defining feature common to all conflict is _____. a. incompatible goals b. dysfunctional relationships c. time constraints d. poor communication

14. _____ is NOT identified as one of the five important causes of conflict. a. Role conflict b. Personal style difference c. Gender differences d. Discrimination

15. Discrimination and harassment are costly in terms of worker______. a. motivation and productivity b. retaliation and absenteeism c. compensation insurance d. none of the above

16. Because of _____, once people have formed an opinion about someone or something, they generally attend to information that confirms their beliefs and discount information that conflicts with them. a. perceptual set b. mixed messages c. prejudice d. all of these options

17. _____ may be the most important key to effective communication. a. Advance preparation b. Charisma c. Audience analysis d. Lowballing

18. Understanding the situation from another’s point of view requires _____. a. accommodation b. audience analysis c. empathic listening d. contextual feedback

19. When giving feedback effectively it should be _____. a. constructive and specific b. sensitive and open to outside observation c. focused on behaviors and traits d. current and focused on general traits

20. _____ involves negotiating so that each party involved in the conflict achieves a reasonably fair settlement. a. Collaboration b. Compromise c. Accommodation d. Needs exchange

PRACTICE TEST I PRACTICE TEST II

1. d (p. 584) 11. d (p. 603) 1. d (p. 583) 11. c (p. 603) 2. a (p. 585) 12. c (p. 605) 2. c (p. 584) 12. d (p. 606) 3. c (p. 585) 13. b (p. 608) 3. d (p. 585) 13. a (p. 607) 4. c (p. 587) 14. d (p. 610) 4. b (p. 588) 14. c (p. 610) 5. c (p. 589) 15. d (p. 613) 5. c (p. 593) 15. a (p. 612) 6. b (p. 593) 16. c (p. 614) 6. b (p. 594) 16. a (p. 614) 7. b (p. 595) 17. d (p. 615) 7. d (p. 596) 17. c (p. 615) 8. b (p. 596) 18. d (p. 616) 8. b (p. 598) 18. c (p. 615) 9. c (p. 598) 19. c (p. 617) 9. b (p. 600) 19. a (p. 616) 10.c (p. 601) 20. d (p. 617) 10.b (p. 601) 20. b (p. 617)

 ESSAY QUESTIONS 

1. Describe and provide an example of each of the seven elements important for all communication. (Obj. 1; pp. 583-586)

2. Describe and provide an example of each of the following characteristics of nonverbal communication: kinesics, proxemics, paralanguage. (Obj. 2; pp. 587-591)

3. Contrast the three major leadership styles. (Objs. 3,4,5; pp. 592-597)

4. Describe the five bases of power, providing an example of each. (Obj. 6; pp. 597-598)

5. Describe the four major elements of persuasion and provide an example for each one. (Obj. 7; pp. 600-604)

6. Contrast dysfunctional and functional conflict, and describe intrapersonal and interpersonal conflict, providing individual and organizational examples when appropriate. (Objs. 9, 11; pp. 607-610)

7. Describe five causes of conflict and five ways to resolve it. (Objs. 12, 15; pp. 610-612, 617-618)

8. Describe and provide an example of each of the six blocks to effective communication. (Obj. 13; pp. 613-615)

9. Describe three ways to improve communication, and provide an example of each of the five components related to effective feedback. (Obj. 14; pp. 615-616)

10. Contrast passive, aggressive, and assertive behavior, providing an example of each in dealing with a late-evening telemarketing phone call. Be sure to include the four tips for saying no included in your textbook. (Obj. 16; pp. 618-620)

 ESSAY ANSWERS 

1. Describe and provide an example of each of the seven elements important for all communication. (Obj. 1; pp. 583-586)

Senders and Senders initiate a message; may be one-way with no expectation of return message, Receivers or two-way with simultaneous sharing of sending and receiving; book example: employer is the sender; one-way = memo to staff re: production goals or upcoming events Receivers are the target of a message book example: staff members in an office; may also be a sender in a two-way communication Message Ideas, information, or meaning sent to and/or from senders and receivers  personal messages book example: “I’m unhappy with your contributions to this project”  impersonal messages book example: “I’m unhappy with the budget for this project” Encoding Putting thoughts, ideas, or feelings into meaningful symbols that can be understood by others book example: giving supervisor verbal or written summary of your ideas to improve working conditions Decoding Translating or interpreting the meaning of the message book example: supervisor interprets your message as a valid suggestion Channels The means by which the message is communicated  sensory channels = seeing speaker, hearing voice, feeling touch  environmental channels = letters, reports, e-mail, phone calls, public speeches, TV, newspapers  3 directions: downward (to influence, provide official info and policies; management to workers), upward (to inform; workers to management), lateral (to coordinate; worker to worker, manager to manager)  2 types of organizational channels: formal (established by the organization, with a chain of command) and informal (casual conversations, personal notes, personal e-mails, between workers) Lateral and informal channels are “backbone” of successful business because they avoid red tape of formal channels Noise Iintentional and unintentional stimuli that interfere with accurately sending or receiving messages  internal noise = physical and psychological factors in the receiver book examples: poor vision, poor hearing, bad mood, distracting thoughts  external noise = environmental factors book examples: loud construction noise, visual blocks between sender and receiver Context Environmental conditions surrounding communication that affect the message  physical setting = private or public, time of day, seating arrangements  relationship issues = employer/employee, husband/wife, previous interactions, unresolved conflicts  psychological climate = current moods and attitudes, feelings about self/others  sociocultural factors = socialization, ethnicity, beliefs and practices

2. Describe and provide an example of each of the following characteristics of nonverbal communication: kinesics, proxemics, paralanguage. (Obj. 2; pp. 587-591)

Nonverbal communication: the act of communicating without using words Kinesics = gestures  May vary by culture: book examples: Japanese men bow, Arab men kiss, and body language American men shake hands or hug upon meeting each other; higher status individuals usually touch more than lower status individuals; “ring” gesture means okay in North America; “I’ll kill you” in Tunisia, asking for money or commenting on price in Japan, an intimate body part in southern Italy; hook-em horns in Texas means “Your spouse is unfaithful” in Italy; thumbs-up can mean good, give me a ride, or same as middle finger in US  Universal gestures = shaking head up and down means yes; shaking back and forth means no; rhythmic tapping of toes or fingers means impatience; closed fist with thumb down means no good  North American gestures = frequent self-touching or scratching indicates nervousness; leaning toward others indicates interest; leaning back with arms and legs open indicates high level of relaxation Proxemics = the use  Furniture placement: boss’s chair behind desk indicates he is in charge; of physical and boss’s chair next to visitor’s chair indicates boss is open to listening; boss’s personal space chair equal to visitor’s chair indicates talking as equals  Hall’s 4 North American distances = (1) intimate: touching to about 18 inches; reserved for romantic partners, close family members, intimate friends; mostly used in special situations like comforting, embracing, cuddling (2) personal: 18 inches to 4 feet; reserved for friends and acquaintances, and ordinary conversations (3) social: 4 to 12 feet; preferred for formal conversations at work or with unfamiliar people (4) public: 12+ feet; used for formal lectures, speeches, large business meetings  Intruding too close leads to feelings of pressure, intimidation, defensiveness, discomfort; staying too far away leads to questioning whether something is wrong  Comfortable distances vary between cultures, genders, and age Paralanguage = the Pace, pitch, volume, tone of voice, inflection of voice; 38% of meaning is way words are contained in the paralanguage; words can be the same with opposite meaning spoken book examples: slight inflection at end of sentence implies a question, nervousness, or insecurity; sharp drop in pitch with increase in volume and firmer tone implies certainty

3. Contrast the three major leadership styles. (Objs. 3, 4, 5; pp. 592-597)

Trait or great person Successful leaders have drive, honesty and integrity, self-confidence, theory of leadership: expertise, creativity, cognitive ability, leadership motivation, and leadership is a result of flexibility; research suggests that flexibility is the most important trait inherited personality  Big Five traits (openness, conscientiousness, extroversion, traits agreeableness, and low neuroticism) are also important to leadership Charismatic leaders (Napolean, Jefferson, Gandhi, Catherine the great) have 10 traits in common: excellent communication skills, self- confidence, self-sacrifice, intellectual stimulation, a stirring vision with a frame and route for achieving it, inspiration, and a stirring personal style with a strong concern for the needs of his or her followers; can be selfless (Martin Luther King) or selfish (Jones, Koresh, Hitler) Situational approach:  Autocratic (authoritarian) leaders emerge during times of crisis (war leadership is produced or natural disaster); use top-down approach making all major by the environment: the decisions, assigning tasks to others, and demanding full obedience; right person in the right limited by the quality and competence of leader because doesn’t seek place at the right time counsel or feedback which limits available ideas; can lead to hostility and resentment when crisis is over; leader can act immorally or illegally; similar to McGregor’s Theory X leaders who believe employees dislike work, need close supervision, and extrinsic reward  Democratic (participative) leaders emerge in peaceful and prosperous times; encourage group discussion and decision-making through consensus building; empowers subordinates; can be indecisive; similar to McGregor’s Theory Y leaders who believe employees like work, need little supervision, and have intrinsic work motives  Laissez-faire leaders are most effective with mature, professional, career-oriented workers who are highly disciplined self-starters; minimal involvement in decision-making; hire the right people and trust them to do the job right, coordinating efforts; some workers will abuse this situation Functional perspective:  Task-oriented leaders help groups to complete a task or reach a people become leaders particular goal by keeping them focused on the problem, offering new because they contribute ideas, elaborating on the ideas of others, and summarizing to group needs or proceedings; most successful when situation is either highly favorable functioning (happy workers, smooth running company) or highly unfavorable (very unhappy worker, out of control company)  Relationship-oriented leaders help maintain group morale, satisfaction, and motivation by dealing with morale and hurt feelings; most successful when situation is only moderately favorable

4. Describe the five bases of leadership power, providing an example of each. (Obj. 6; pp. 597-598)

Legitimate power Based on job title or position (president, police officer); valid only to the degree that others respect the title, accept the authority that comes with it, and fear some form of punishment for disobedience Expert power Based on experience and expertise (lawyer, physician, plumber, secretary); may have more power than the person with a title because they have knowledge and skills that are necessary for success, e.g., the secretary trumps the president, or the computer repair person trumps everyone Referent power Based on feelings of identification with someone who is admired (movie stars, athletes, personal friend); developing close, supportive relationships with others increases this form of power Reward power Based on the ability to give rewards for compliance and obedience (teachers); use of promotions, pay raises, bonuses; loses effectiveness when overused; increased effectiveness in combination with legitimate power Coercive power Based on the ability to use punishment, or threat of it, for failure to comply or obey (police officer); use of disciplinary actions, fines, suspension, firing; overuse results in resentment, lower morale, revenge, turnover

5. Describe the four major elements of persuasion and provide an example for each one. (Obj. 7; pp. 600-604)

The source =  Trivial matters (clothing, cars, shampoo) attractive people are more persuasive who is doing because people identify with them and try to imitate them book examples: the Michael Jordan and Jockey shorts; Dorothy Hamill and arthritis medication; persuading  Serious consequences or deeply held opinions, credibility of the source is more important than superficial traits book example: whether to open new branches of a business in other countries  two components of credibility = trustworthiness (increases when source has no connection to product) and expertise (increases with qualifications and association with prestigious organization; book example: even someone who portrays a doctor has credibility)  [not in text: illusion of credibility conveyed by eye contact and speaking fast with confidence, which allows less time to be distracted or build counter- arguments (average speech = 140-150 words per minute)] The message  Two-sided arguments look fair-minded, and can show how to refute opposing = what is side’s argument being  Logical and reasonable appeals work best for highly motivated and attentive conveyed audience  Emotional appeals work best for audience with minimal motivation and attention; fearful messages work best when negative consequence is likely to be immediate, relevant, likely to happen, and severe book example: cancer danger commercials do not decrease teen smoking because teens don’t believe they will get it, it is too far away if they do, and risk is actually appealing to some

The Related to the source and message, based on audience analysis audience =  motivated , involved, interest audience  credible source and two-sided argument whom the  unmotivated, uninvolved, uninterested audience  attractive source and one-sided message is argument for The channel  Repeated exposure  increased familiarity  more favorable or comfortable and method attitude book example: repetition of advertisements on TV, politician posters = how the  Classical conditioning = pairing product with something that elicits a favorable message is response so this response is transferred to product book example: politician delivered kissing babies, waving flags  Foot in the door = making small request followed by larger requests because it becomes more difficult to keep refusing requests, or a yes response set develops (shift in self-perception) book example: commission sales and telemarketing  Door in the face = making large intrusive request followed by smaller request which seems more reasonable in relation to first request; 3 times more likely to agree to smaller request when larger one presented first [rule of reciprocal concessions] book example: sellers and buyers  Lowballing = getting a commitment to an attractive offer before revealing hidden costs book example: inviting parents for dinner than asking them to help move furniture and proofread term paper, car dealers  Bait and switch = offer an attractive product or service then make it unavailable or unappealing while offering a less attractive alternative book example: advertised special is out of stock when you get there

6. Contrast dysfunctional and functional conflict, and describe intrapersonal and interpersonal conflict providing individual and organizational examples when appropriate. (Objs. 9, 11; pp. 607-610)

Dysfunctional Causes significant damage to personal and work relationships; diverts attention conflict and energy, increases hostilities, creates a negative environment; can be real, or imagined Functional conflict Brings important problems to the surface and offers an opportunity to improve the relationship; lack of any conflict suggests a passionless and devitalized relationship Intrapersonal Occurs within oneself—3 types: conflict  Approach-approach conflict = both alternatives a person has to choose from are desirable book example: choosing between more money or more job flexibility, between vacationing at beach or mountains  Approach-avoidance conflict = each alternative a person has to choose from has both desirable and undesirable consequences book example: taking a higher paying job in an undesirable location, Japanese golfer who shoots a hole-in-one has to buy others gifts, throw a party, and plant a tree  Avoidance-avoidance conflict = both alternatives a person has to choose from are undesirable book example: dealing with a toothache or going to the dentist

Interpersonal Occurs when two or more people have mutually incompatible goals or disagree conflict on how to achieve their goals book example: one person wants to hire outside consultant, other wants to hire internal consultant; two managers have conflicting goals for the company; two or more departments argue over budget allocations; different companies compete for same customers  Substantive conflict = disagreement over goals to pursue or the means for achieving them; commonplace; impersonal book example: workers who disagree about how to complete a job, managers who disagree about a department’s first priority  Emotional conflict = difficulties between individuals or organizations that arise over feelings of anger, mistrust, dislike, fear, etc.; personal in nature; more stressful; can be the result of long-term substantive conflict

7. Describe five causes of conflict and five ways to resolve it. (Objs. 12, 15; pp. 610-612, 617-618)

Causes:  Limited resources: occurs when demands outstrip supply book example: limited funds  inequitable pay raises  emotional conflict with lower productivity, lower quality, open challenges, loss of personnel  Role conflict: occurs when you are expected to fulfill conflicting job duties or incompatible goals book example: asking employee to complete two tasks at once; asking employee to meet customer’s goal while also meeting conflicting company goal  Personality and value differences: occurs when coworkers have conflicting traits or employer and employee have similar differences book example: neat and meticulous worker will have trouble working with disorganized and messy coworker; quiet and deferential employee will have conflict with loud and abrasive supervisor  Goal differences: occurs when people or departments are trying to accomplish incompatible goals book example: salesperson making promise to customer that service department cannot keep  Discrimination and harassment: occurs when person is treated unfairly because of race, age, ethnicity, or gender  decreased productivity, decreased worker motivation, severe emotional and psychological distress book examples: refusing to hire or promote African American for fear of losing white customers; giving men high-paying commission position and women low-paying salary position Resolutions  Avoidance: pretending the conflict doesn’t exist; hoping it will resolve itself with time and patience; the best approach when consequence is unimportant or nonnegotiable; can allow for both parties to cool off before addressing issue later; can cause conflict to worsen over time  Accommodation: focusing on areas of agreement and downplaying areas of disagreement; the best approach when areas of conflict are minor and there is more agreement than disagreement; can lead to resentment over time (continued on next page)

 Compromise: negotiation in which each party gives up something in order to achieve a reasonably fair agreement; no one gets everything they want; the best option when there isn’t enough time to resolve a complex problem or when temporary solution is desirable  Authoritative command: outside authority imposes a solution; the best approach when quick or decisive actions are required, especially when they will be unpopular  Collaboration: putting problem-solving ahead of own interests to arrive at a “win-win” solution; ideal but not always possible—time-consuming

8. Describe and provide an example of each of the six blocks to effective communication. (Obj. 13; pp. 613-615)

Physical distractions: sounds, music, background conversations, interruptions, temperature Perceptual set: a readiness to perceive in a particular manner, based on expectations and often occurs automatically and unconsciously  attending to information that confirms beliefs, while ignoring, discounting, or distorting information that conflicts with them  linked to prejudicial attitudes like racism, sexism, ethnocentrism Semantics: choosing of words according to meaning you want to convey  using overly complex words to convey simple concept interferes with meaning  using emotionally charged words insults, alienates, and leads to discounting or ignoring the communication  using technical jargon or slang leads to feeling left out or confused among listeners not familiar with it Mixed messages: using words that simultaneously convey two conflicting messages or using words that communicate a message opposite to that conveyed by body language or behavior book examples: saying “fine” with downcast eyes and tense posture or fidgeting; saying “I love you” while flirting with someone else; telling employee to cut back while assigning more work  happens when (1) senders are conflicted or uncertain about message themselves; (2) senders are saying the socially appropriate message without believing it; (3) [not in text] senders are unwilling to take responsibility for their thoughts or message  best response to mixed message is to confront it openly and ask for clarification Status differences  Employees maybe fearful of negative evaluation if they speak honestly and directly to management  Management may neglect listening to employees and miss valuable input  Communication overload: receiving more information at one time than can be managed or processed; recently due to increase in environmental channels (e-mail, cell phones, voice mail, instant messaging) requires sorting and prioritizing  less time for other tasks, more stress, and longer workday

9. Describe three ways to improve communication, and provide an example of each of the five components related to effective feedback. (Obj. 14; pp. 615-616)

Audience analysis Must assess audience’s readiness, willingness, and ability to listen, which requires matching elements of communication with audience: sender/receiver, channel, noise, context, etc); most important because communication requires audience cooperation Active and  Active listening requires total attention to what other person is saying, empathic listening listening for underlying meanings and recognizing verbal and nonverbal messages, asking direct questions and encouraging two-way communication  Empathic listening requires understanding the situation from the other person’s point of view, focusing on the other person, being nonjudgmental, and responding sensitively to their verbal and nonverbal messages Feedback Two-way street: senders need to invite feedback to determine whether their message has been accurately conveyed; receivers need to offer feedback to demonstrate that they have accurately received the message  Be constructive, not destructive; avoid demeaning messages  Focus on specific, changeable behaviors; book example: “When you make sarcastic comments to customers, I get upset because it creates a negative impression that may hurt our business.”  Focus on current behavior, not the past; if present behavior is same as past, can address the pattern  Avoid the four dirty words (should, ought to, always, never)  Consider listener’s set (whether distracted, fatigued, overwhelmed, ready to hear) and setting (public or private, context, confidentiality)

10. Contrast passive, aggressive, and assertive behavior, providing an example of each in dealing with a late-evening telemarketing phone call. Be sure to include the four tips for saying no included in your textbook. (Obj. 16; pp. 618-620)

Passive = failing to stand up for your rights even when you are justified in doing so  EX: passively listening to entire sales pitch because you want to avoid being “rude;” saying yes, even when you want to say no Aggressive = behavior that is intended to harm another; standing up for rights while disregarding the rights of others  EX: slamming the phone down; blowing a whistle loudly in telemarketer’s ear; using obscenities; pretending to be interested before finally saying no or hanging up Assertive = standing up for your rights without infringing on the rights of others; direct and honest request for what you want, saying no to what you don’t want  EX: politely saying “No, thank you” and hanging up gently; listening and asking questions if genuinely interested  (1) use assertive nonverbal behavior: on phone, be sure voice tone and inflection match your message; (2) use strong verbal signals: on phone, speak clearly and firmly, with a volume that is easily heard; (3) be strong: on phone, repeat your refusal if necessary, or just hang up; (4) just say no: on phone, do not offer explanations or justifications, say no and hang up immediately