Living Psychology in a Global Economy-2

LIVING PSYCHOLOGY IN A GLOBAL ECOMONY Textbook Core LO: What are the major elements of communication and nonverbal communication? Define communication and describe the seven elements important in the communication process (pp. 583-586). 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? Define leadership and explain the trait perspective regarding great leaders (pp. 592-595). Describe the situation approach to great leadership, and compare the three major styles of leaders (pp. 595-596). Describe the functional perspective regarding leadership, and compare task- versus relationship-oriented leadership (pp. 596-597). 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? Describe the four major elements of persuasion (pp. 600-604). Contrast the central and peripheral routes to persuasion (pp. 605-606). Textbook Core LO: What is conflict? Is it ever good? Define conflict and compare dysfunctional and functional types of conflict (p. 607-608). Describe cultural conflicts and three ways to minimize the effects of cultural differences (pp. 608-609). Differentiate between intra- and interpersonal conflict and describe how this can affect persons and organizations (pp. 609-610). Describe five causes of conflict (pp. 610-612). Textbook Core LO: How can I improve my communication and conflict resolution skills? Describe six blocks to good communication (pp. 613-615). Describe three strategies and skills for improving communication, including the five components related to effective feedback (pp. 615-616). Describe five ways to resolve conflict (pp. 617-618). 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). MULTIPLE CHOICE QUESTIONS COMMUNICATION 470916083185ANS: B TYPE: FACTUAL OBJ(S): 1 TEXT: p. 583 ANS: A TYPE: FACTUAL OBJ(S): 1 TEXT: p. 584 ANS: D TYPE: APPLIED OBJ(S): 1 TEXT: p. 584 ANS: C TYPE: FACTUAL OBJ(S): 1 TEXT: p. 584 ANS: D TYPE: FACTUAL OBJ(S): 1 TEXT: p. 584 ANS: A TYPE: FACTUAL OBJ(S): 1 TEXT: p. 584 00ANS: B TYPE: FACTUAL OBJ(S): 1 TEXT: p. 583 ANS: A TYPE: FACTUAL OBJ(S): 1 TEXT: p. 584 ANS: D TYPE: APPLIED OBJ(S): 1 TEXT: p. 584 ANS: C TYPE: FACTUAL OBJ(S): 1 TEXT: p. 584 ANS: D TYPE: FACTUAL OBJ(S): 1 TEXT: p. 584 ANS: A TYPE: FACTUAL OBJ(S): 1 TEXT: p. 584 The interdependent process of sending, receiving, and understanding messages is the definition of _____. persuasion communication encoding decoding This is NOT one of the seven important elements in communication described in your text. language encoding and decoding channels noise Brenda asks her employer for a raise. In the communication process, Brenda is a(n) _____, and her boss is a(n) _____. requestor; refuser decoder; encoder asserter; aggressor sender; receiver _____ is translating or interpreting the meaning of a message. Encoding Channeling Decoding Receiving Messages are communicated through _____. sensory channels environmental channels voice, vision, touch, letters, email, phone calls, etc. all of these options This is NOT an environmental communication channel. the speaker’s voice television a public speech email 466344044450ANS: B TYPE: APPLIED OBJ(S): 1 TEXT: p. 584 ANS: B TYPE: FACTUAL OBJ(S): 1 TEXT: p. 584 ANS: A TYPE: FACTUAL OBJ(S): 1 TEXT: p. 585 ANS: C TYPE: APPLIED OBJ(S): 1 TEXT: p. 585 ANS: D TYPE: FACTUAL OBJ(S): 1 TEXT: p. 585 ANS: C TYPE: FACTUAL OBJ(S): 1 TEXT: p. 586 00ANS: B TYPE: APPLIED OBJ(S): 1 TEXT: p. 584 ANS: B TYPE: FACTUAL OBJ(S): 1 TEXT: p. 584 ANS: A TYPE: FACTUAL OBJ(S): 1 TEXT: p. 585 ANS: C TYPE: APPLIED OBJ(S): 1 TEXT: p. 585 ANS: D TYPE: FACTUAL OBJ(S): 1 TEXT: p. 585 ANS: C TYPE: FACTUAL OBJ(S): 1 TEXT: p. 586 Mikael and Airon are exchanging emails about their reactions to their newest coworker. This is an example of a(n) _____ communication channel. downward informal formal upward According to your text, _____ channels are the backbone of any successful business. formal and informal lateral and informal downward and formal upward and informal With regard to communication, noise refers to _____. intentional and unintentional thoughts, moods, or other “blocks” to communication the sound of the speaker’s voice misunderstandings related to mixed messages all of these options You decide that it would be best to ask your teacher for an extension on your research project in private in his campus office, on a day when he seems to be in an exceptionally good mood. This is an example of the use of _____ in communication. encoding kinesics context paralanuage The context of a communication involves _____. the physical setting relationship issues psychological and sociocultural factors all of these options This is NOT an example of an emotional expression on the internet. :-) :-( )<:< >:-( Nonverbal communication is BEST defined as the process of sending and receiving messages _____. 4737735-330835ANS: A TYPE: FACTUAL OBJ(S): 2 TEXT: p. 587 ANS: C TYPE: FACTUAL OBJ(S): 2 TEXT: p. 587 ANS: B TYPE: FACTUAL OBJ(S): 2 TEXT: p. 587 ANS: D TYPE: FACTUAL OBJ(S): 2 TEXT: p. 587 ANS: B TYPE: FACTUAL OBJ(S): 2 TEXT: p. 587 ANS: D TYPE: FACTUAL OBJ(S): 2 TEXT: pp. 587-88 ANS: D TYPE: FACTUAL OBJ(S): 2 TEXT: pp. 587-88 00ANS: A TYPE: FACTUAL OBJ(S): 2 TEXT: p. 587 ANS: C TYPE: FACTUAL OBJ(S): 2 TEXT: p. 587 ANS: B TYPE: FACTUAL OBJ(S): 2 TEXT: p. 587 ANS: D TYPE: FACTUAL OBJ(S): 2 TEXT: p. 587 ANS: B TYPE: FACTUAL OBJ(S): 2 TEXT: p. 587 ANS: D TYPE: FACTUAL OBJ(S): 2 TEXT: pp. 587-88 ANS: D TYPE: FACTUAL OBJ(S): 2 TEXT: pp. 587-88 through means other than words silently through multiple channels with the body, not the voice This is NOT an element of nonverbal communication. clothing personal space email messages kinesics Research has found that _____ percent of an overall message is communicated nonverbally. 90 more than 50 10 less than 50 According to research, 90% of _____ is transmitted nonverbally. attitude cognitive meaning the entire message emotional content With regard to mismatched messages, research finds that people pay more attention to _____ dimensions. positive nonverbal verbal negative This is a form of nonverbal communication using gestures and body language. sign language proxemics somatic signaling kinesics Kristin frowns at her teacher during class and sits with her arms tightly crossed. What element of nonverbal communication is she using? paralanuage proxemics sensory channels kinesics This is NOT a universal gesture. 4737735-170180ANS: A TYPE: FACTUAL OBJ(S): 2 TEXT: p. 588 ANS: A TYPE: FACTUAL OBJ(S): 2 TEXT: p. 588 ANS: C TYPE: FACTUAL OBJ(S): 2 TEXT: p. 589 ANS: B TYPE: FACTUAL OBJ(S): 2 TEXT: p. 589 ANS: D TYPE: FACTUAL OBJ(S): 2 TEXT: p. 589 ANS: D TYPE: FACTUAL OBJ(S): 2 TEXT: p. 589 ANS: A TYPE: FACTUAL OBJ(S): 2 TEXT: p. 589 00ANS: A TYPE: FACTUAL OBJ(S): 2 TEXT: p. 588 ANS: A TYPE: FACTUAL OBJ(S): 2 TEXT: p. 588 ANS: C TYPE: FACTUAL OBJ(S): 2 TEXT: p. 589 ANS: B TYPE: FACTUAL OBJ(S): 2 TEXT: p. 589 ANS: D TYPE: FACTUAL OBJ(S): 2 TEXT: p. 589 ANS: D TYPE: FACTUAL OBJ(S): 2 TEXT: p. 589 ANS: A TYPE: FACTUAL OBJ(S): 2 TEXT: p. 589 circling the index finger and thumb to mean “okay” nodding the head up and down to mean “yes” shaking the head back and forth to mean “no” a closed fist with thumb turned down to mean “no good” Proxemics refers to _____. physical and personal space when communicating successive approximations of a message the arrangement of furniture in a communication meeting how close people are when communicating This is NOT one of Hall’s North American “personal space” categories. intimate social environmental public Which of the following North American distances is CORRECTLY matched? personal—18 inches to 2 feet intimate—touching to 18 inches public—3 feet and beyond social—2 feet to 3 feet This space is reserved for friends and acquaintances and ordinary conversations. social distance intimate distance public distance personal distance Personal space norms differ between _____. cultures men and women adults and children all of these options “Paralanguage” is a form of nonverbal communication which includes _____. pace, pitch, volume, tone, and inflection eye contact, facial expression, gestures, and body language personal and physical space all of these options Research has shown that, on average, 38% of communication is contained in the _____. 4623435-170180ANS: B TYPE: FACTUAL OBJ(S): 2 TEXT: p. 589 ANS: D TYPE: FACTUAL OBJ(S): 2 TEXT: p. 590 ANS: A TYPE: APPLIED OBJ(S): 2 TEXT: p. 590 ANS: B TYPE: APPLIED OBJ(S): 2 TEXT: Pp. 590-91 ANS: C TYPE: FACTUAL OBJ(S): 2 TEXT: pp. 590-91 ANS: D TYPE: FACTUAL OBJ(S): 3 TEXT: p. 592 00ANS: B TYPE: FACTUAL OBJ(S): 2 TEXT: p. 589 ANS: D TYPE: FACTUAL OBJ(S): 2 TEXT: p. 590 ANS: A TYPE: APPLIED OBJ(S): 2 TEXT: p. 590 ANS: B TYPE: APPLIED OBJ(S): 2 TEXT: Pp. 590-91 ANS: C TYPE: FACTUAL OBJ(S): 2 TEXT: pp. 590-91 ANS: D TYPE: FACTUAL OBJ(S): 3 TEXT: p. 592 atmosphere paralanguage words voice box Someone comments, “You’re a laugh a minute.” You can’t understand the meaning of this without knowledge and understanding of _____. gender differences proxemics context paralanguage After dealing with a very difficult customer, your supervisor emails you with a message that says, “Great job!” You are uncertain what she means because this message lacks _____. paralanguage intrinsic value extrinsic value sophistication Chris is conversing with Jan with the underlying goal of conveying information and preserving independence. Gender research regarding communication suggests that Chris is MOST likely to be _____. androgynous male female gender confused Follow-up research on gender differences in communication styles suggests that _____. “men are from mars; women are from venus” these difference reflect two subcultures within the general culture the differences are relatively small real differences do not exist LEADERSHIP Using interpersonal influence to inspire or persuade others to support the goals and perform the tasks desired by the leader is called _____. manipulation persuasion power leadership Randy excels in his high school band. At home, he organized and arranged for the music at his great-grandmother’s 80th birthday celebration. This is an example of _____ 4686300-333375ANS: B TYPE: APPLIED OBJ(S): 3 TEXT: p. 592 ANS: A TYPE: FACTUAL OBJ(S): 3 TEXT: p. 592 ANS: C TYPE: FACTUAL OBJ(S): 3 TEXT: p. 593 ANS: A TYPE: FACTUAL OBJ(S): 3 TEXT: p. 593 ANS: B TYPE: FACTUAL OBJ(S): 3 TEXT: p. 593 ANS: A TYPE: FACTUAL OBJ(S): 3 TEXT: p. 594 00ANS: B TYPE: APPLIED OBJ(S): 3 TEXT: p. 592 ANS: A TYPE: FACTUAL OBJ(S): 3 TEXT: p. 592 ANS: C TYPE: FACTUAL OBJ(S): 3 TEXT: p. 593 ANS: A TYPE: FACTUAL OBJ(S): 3 TEXT: p. 593 ANS: B TYPE: FACTUAL OBJ(S): 3 TEXT: p. 593 ANS: A TYPE: FACTUAL OBJ(S): 3 TEXT: p. 594 a chain of command informal leadership informal power family power Which of the following is NOT one of the three major perspectives attempting to explain leadership? charismatic trait situational functional The belief that leadership results from specific inherited personality traits is known as the _____ theory. natural born leader instinctive leadership great person XYZ This trait is NOT linked to successful leadership. ruthlessness self-confidence flexibility expertise This is probably the single most important quality of successful leaders. creativity flexibility cognitive ability honesty and integrity Recent findings suggest that the _____ dimensions of personality are associated with leadership. OCEAN BEACH GPT XYZ _____ leaders possess a compelling vision that transforms follower’s beliefs, values, or goals. 4737735-170180ANS: C TYPE: FACTUAL OBJ(S): 3 TEXT: p. 594 ANS: D TYPE: FACTUAL OBJ(S): 3 TEXT: p. 594 ANS: B TYPE: FACTUAL OBJ(S): 3 TEXT: p. 594 ANS: D TYPE: FACTUAL OBJ(S): 3 TEXT: p. 594 ANS: C TYPE: FACTUAL OBJ(S): 4 TEXT: p. 595 ANS: D TYPE: FACTUAL OBJ(S): 4 TEXT: p. 595 ANS: A TYPE: FACTUAL OBJ(S): 4 TEXT: p. 595 00ANS: C TYPE: FACTUAL OBJ(S): 3 TEXT: p. 594 ANS: D TYPE: FACTUAL OBJ(S): 3 TEXT: p. 594 ANS: B TYPE: FACTUAL OBJ(S): 3 TEXT: p. 594 ANS: D TYPE: FACTUAL OBJ(S): 3 TEXT: p. 594 ANS: C TYPE: FACTUAL OBJ(S): 4 TEXT: p. 595 ANS: D TYPE: FACTUAL OBJ(S): 4 TEXT: p. 595 ANS: A TYPE: FACTUAL OBJ(S): 4 TEXT: p. 595 Formal Informal Charismatic Self-actualized Presidential effectiveness has been linked to _____. Watergate Monica-gate peanut farming charisma This is NOT identified as a trait associated with charismatic leaders. self-sacrifice from both leaders and their followers formal communication a stirring personality style a stirring vision Which of the following persons was NOT charismatic? Martin Luther King Winston Churchill Adolph Hitler all of these persons were charismatic With regard to explaining leadership, the situational approach says leadership is related to the concept of _____. “right makes might” “might makes right” “the right person, in the right place, at the right time” “the right stuff” A(n) _____ leader emerges during times of crisis, makes all decisions, assigns tasks, and demands full obedience. Theory Z participative Theory Y autocratic A(n) _____ leader encourages group discussion and decision-making through consensus building. democratic Theory X authoritarian all of these options 473773570485ANS: A TYPE: FACTUAL OBJ(S): 4 TEXT: p. 595 ANS: D TYPE: FACTUAL OBJ(S): 4 TEXT: p. 595 ANS: B TYPE: FACTUAL OBJ(S): 4 TEXT: p. 595 ANS: D TYPE: FACTUAL OBJ(S): 4 TEXT: p. 595 ANS: B TYPE: FACTUAL OBJ(S): 4 TEXT: p. 596 ANS: C TYPE: FACTUAL OBJ(S): 4 TEXT: p. 596 00ANS: A TYPE: FACTUAL OBJ(S): 4 TEXT: p. 595 ANS: D TYPE: FACTUAL OBJ(S): 4 TEXT: p. 595 ANS: B TYPE: FACTUAL OBJ(S): 4 TEXT: p. 595 ANS: D TYPE: FACTUAL OBJ(S): 4 TEXT: p. 595 ANS: B TYPE: FACTUAL OBJ(S): 4 TEXT: p. 596 ANS: C TYPE: FACTUAL OBJ(S): 4 TEXT: p. 596 Douglas McGregor is associated with which of the following theories? Theory X and Theory Y Theory Y and Theory Z Theory XYZ none of these options A Theory _____ manager believes that employees like to work, are industrious, seek responsibility, and can exercise self-direction. ABC XYZ X Y A Theory _____ manager believes that employees dislike work, are lazy, avoid responsibility, and must be prodded to perform. DUD X BAD LAZ-Y If you were a Theory X manager you might do which of the following with your employees? supervise employees closely provide bonuses and commissions to motivate workers assign work quotas all of these options Studies have shown that _____ leadership increases both efficiency and job satisfaction. laissez-faire Theory Y Theory X autocratic A(n) _____ leader is minimally involved in decision-making, and encourages workers to make their own decisions and manage themselves. democratic participative laissez-faire all of these options George is the supervisor of a large software company. He believes in hiring the right people then generally leaves them alone to do their job. His style of leadership is called _____. 4623435-300355ANS: D TYPE: FACTUAL OBJ(S): 4 TEXT: p. 596 ANS: B TYPE: FACTUAL OBJ(S): 5 TEXT: p. 596 ANS: B TYPE: FACTUAL OBJ(S): 5 TEXT: p. 596 ANS: C TYPE: FACTUAL OBJ(S): 5 TEXT: p. 596 ANS: D TYPE: FACTUAL OBJ(S): 5 TEXT: p. 596 ANS: B TYPE: FACTUAL OBJ(S): 6 TEXT: pp. 597-98 ANS: B TYPE: FACTUAL OBJ(S): 6 TEXT: pp. 597-98 00ANS: D TYPE: FACTUAL OBJ(S): 4 TEXT: p. 596 ANS: B TYPE: FACTUAL OBJ(S): 5 TEXT: p. 596 ANS: B TYPE: FACTUAL OBJ(S): 5 TEXT: p. 596 ANS: C TYPE: FACTUAL OBJ(S): 5 TEXT: p. 596 ANS: D TYPE: FACTUAL OBJ(S): 5 TEXT: p. 596 ANS: B TYPE: FACTUAL OBJ(S): 6 TEXT: pp. 597-98 ANS: B TYPE: FACTUAL OBJ(S): 6 TEXT: pp. 597-98 democratic autocratic relationship-oriented laissez-faire The _____ approach to leadership suggests that a leader is task-oriented or relationship-oriented depending on the needs of the group. flexible functional laissez-faire interpersonal A leader who keeps the group focused on reaching a particular goal is _____. autocratic task-oriented problem-focused solution-oriented A leader who helps maintain group morale, satisfaction, and motivation is _____. functional democratic relationship-oriented participative When a work group is unhappy, and feels out of control, the best leadership style to take would be _____. laissez-faire participative relationship-oriented task-oriented This is NOT one of French and Raven’s bases of leader power. referent autocratic legitimate reward Which of the following is INCORRECTLY matched? legitimate power: police officer expert power: president referent power: movie star reward power: bonuses Legitimate power is based on _____. 4623435-158115ANS: C TYPE: FACTUAL OBJ(S): 6 TEXT: p. 597 ANS: D TYPE: FACTUAL OBJ(S): 6 TEXT: p. 597 ANS: B TYPE: FACTUAL OBJ(S): 6 TEXT: p. 598 ANS: C TYPE: FACTUAL OBJ(S): 6 TEXT: p. 598 ANS: B TYPE: FACTUAL OBJ(S): 6 TEXT: p. 598 ANS: C TYPE: FACTUAL OBJ(S): 7 TEXT: p. 600 ANS: A TYPE: FACTUAL OBJ(S): 7 TEXT: p. 601 00ANS: C TYPE: FACTUAL OBJ(S): 6 TEXT: p. 597 ANS: D TYPE: FACTUAL OBJ(S): 6 TEXT: p. 597 ANS: B TYPE: FACTUAL OBJ(S): 6 TEXT: p. 598 ANS: C TYPE: FACTUAL OBJ(S): 6 TEXT: p. 598 ANS: B TYPE: FACTUAL OBJ(S): 6 TEXT: p. 598 ANS: C TYPE: FACTUAL OBJ(S): 7 TEXT: p. 600 ANS: A TYPE: FACTUAL OBJ(S): 7 TEXT: p. 601 the ability to reward desired behavior the ability to punish undesirable behavior the credibility of a job title experience and expertise _____ power is based on experience. Legitimate Referent Authoritative Expert Identification with others, such as movie stars, athletes, or friends, is the basis for _____ power. reward referent expert superficial A teacher’s power to grade, a supervisor’s power to promote, and a parent’s power to praise are all examples of _____ power. coercive legitimate reward referent When a parent “grounds” a teenager, or a police officer gives a ticket, they are using their _____ power. legitimate coercive referent relationship PERSUASION Communication that is intended to change attitudes is called _____. rhetoric bullying persuasion dissuasion Which of the following is NOT a component of persuasion? when who what how Your first decision as a new employee of the Applied Psychology Ad Agency is to choose the right person to endorse a client’s product. According to persuasion research, choosing _____ to promote _____ is MOST likely to get you fired. 4737735-491490ANS: A TYPE: APPLIED OBJ(S): 7 TEXT: p. 601 ANS: C TYPE: FACTUAL OBJ(S): 7 TEXT: p. 601 ANS: D TYPE: APPLIED OBJ(S): 7 TEXT: p. 601 ANS: B TYPE: FACTUAL OBJ(S): 7 TEXT: p. 601 ANS: B TYPE: FACTUAL OBJ(S): 7 TEXT: p. 601 ANS: D TYPE: FACTUAL OBJ(S): 7 TEXT: pp. 601-02 00ANS: A TYPE: APPLIED OBJ(S): 7 TEXT: p. 601 ANS: C TYPE: FACTUAL OBJ(S): 7 TEXT: p. 601 ANS: D TYPE: APPLIED OBJ(S): 7 TEXT: p. 601 ANS: B TYPE: FACTUAL OBJ(S): 7 TEXT: p. 601 ANS: B TYPE: FACTUAL OBJ(S): 7 TEXT: p. 601 ANS: D TYPE: FACTUAL OBJ(S): 7 TEXT: pp. 601-02 Madonna; life insurance John Travolta; Disneyland Oprah; a new book Julia Roberts; perfume Which of these are important components of credibility in persuasion? trustworthiness and attractive attractiveness and expertise expertise and trustworthiness trustworthiness, expertise, and attractiveness According to persuasion research, which of the following people are likely to convince us to eat at a new restaurant in town? the restaurant owner a local food critic who endorses its food an actor who plays a food critic on a popular TV show and endorses its food both the food critic and the actor who plays one Which of the following is NOT associated with creating an illusion of honesty and credibility? eye contact personal investment in the product or service speaking confidently speaking fast _____ inoculate an audience to possible rebuttals to an argument, thus decreasing their impact. Persuasions Two-sided arguments Emotional arguments Rational arguments Two-sided arguments _____. give the appearance of fairness are designed to show inherent flaws in the “other” side allow for a rebuttal to the “other” side all of these options Veronica has a new line of clothing she wants to promote in a television ad at 8:oo pm on a weekday evening. Based on persuasion research, which of the following appeals is MOST likely to increase her sales. 4737735-479425ANS: C TYPE: FACTUAL OBJ(S): 7 TEXT: p. 602 ANS: D TYPE: FACTUAL OBJ(S): 7 TEXT: p. 602 ANS: A TYPE: FACTUAL OBJ(S): 7 TEXT: pp. 601-02 ANS: B TYPE: FACTUAL OBJ(S): 7 TEXT: p. 603 ANS: A TYPE: FACTUAL OBJ(S): 7 TEXT: p. 603 ANS: D TYPE: FACTUAL OBJ(S): 7 TEXT: p. 603 00ANS: C TYPE: FACTUAL OBJ(S): 7 TEXT: p. 602 ANS: D TYPE: FACTUAL OBJ(S): 7 TEXT: p. 602 ANS: A TYPE: FACTUAL OBJ(S): 7 TEXT: pp. 601-02 ANS: B TYPE: FACTUAL OBJ(S): 7 TEXT: p. 603 ANS: A TYPE: FACTUAL OBJ(S): 7 TEXT: p. 603 ANS: D TYPE: FACTUAL OBJ(S): 7 TEXT: p. 603 logical reasonable emotional two-sided Fear messages are MOST likely to persuade when the negative consequence is _____. immediate and likely to happen relevant severe all of these options When your audience does not have a strong interest in your message, to get their attention and improve your persuasive ability you should _____. use an attractive model and focus on superficial characteristics of your product use a highly credible expert and focus on how your product will impact their lives provide a two-sided argument appeal to logic and reason This increases familiarity with something, which increases your positive attitude toward it. classical conditioning repeated exposure audience analysis two-sided arguments The use of a seductive women to sell cars is based on _____, which says the buyer will pair his positive emotional response to the woman with the car being promoted in the advertisement. classical conditioning operant conditioning repeated exposure the bait-and-switch technique Making a small request followed by increasingly larger requests is called the _____ technique of persuasion. door-in-the-face slam-the-door ring-and run foot-in-the-door Telemarketers use the _____ technique because they know you are likely to say yes to a large item at the end of a call if you have said yes to a small request at the beginning of the call. 4737735-318770ANS: C TYPE: FACTUAL OBJ(S): 7 TEXT: p. 603 ANS: B TYPE: FACTUAL OBJ(S): 7 TEXT: p. 603 ANS: C TYPE: APPLIED OBJ(S): 7 TEXT: p. 603 ANS: C TYPE: FACTUAL OBJ(S): 7 TEXT: p. 603 ANS: D TYPE: FACTUAL OBJ(S): 7 TEXT: p. 604 ANS: A TYPE: APPLIED OBJ(S): 7 TEXT: p. 604 00ANS: C TYPE: FACTUAL OBJ(S): 7 TEXT: p. 603 ANS: B TYPE: FACTUAL OBJ(S): 7 TEXT: p. 603 ANS: C TYPE: APPLIED OBJ(S): 7 TEXT: p. 603 ANS: C TYPE: FACTUAL OBJ(S): 7 TEXT: p. 603 ANS: D TYPE: FACTUAL OBJ(S): 7 TEXT: p. 604 ANS: A TYPE: APPLIED OBJ(S): 7 TEXT: p. 604 voice-in-your-ear graduated-obnoxiousness foot-in-the-door you’ve-got-everything-to-lose The door-in-the-face technique involves _____. slamming the door on a salesperson beginning with a very large, intrusive request followed by a smaller request beginning with a small request, then escalating to larger ones plugging peepholes on doors so customers cannot see the salesperson’s face A phone researcher asks you for an hour of your time to answer his survey questions. When you refuse, he offers you the alternative he wanted all along—to answer just two questions. This is an example of the _____ technique. bait-and-switch foot-in-the-door door-in-the-face low balling The foot-in-the-door strategy works because it is associated with _____; whereas the door-in-the-face strategy works because it is associated with _____. a response set; habit habit; a response set a shift in self-perception; the rule of reciprocal concessions the rule of reciprocal concessions; a shift in self-perception _____ occurs when someone gets your commitment to an attractive proposal, then reveals hidden costs. The bait-and-switch strategy Buyer’s remorse The Barnum effect Low balling Dimitrio’s boss offered him a week-long trip to Hawaii at company expense. After Dimitrio accepted and arrived in the islands, his boss explained that he would be babysitting his kids while the boss and his wife toured the islands. This is an example of the _____ strategy of persuasion. low balling bait-and-switch foot-in-the-door door-in-the-face Offering an attractive proposal, then making it unavailable or unappealing and offering a more costly alternative is called the _____ strategy 4737735-330835ANS: B TYPE: FACTUAL OBJ(S): 7 TEXT: p. 604 ANS: C TYPE: APPLIED OBJ(S): 7 TEXT: p. 604 ANS: A TYPE: FACTUAL OBJ(S): 8 TEXT: p. 605 ANS: B TYPE: FACTUAL OBJ(S): 8 TEXT: p. 605 ANS: D TYPE: FACTUAL OBJ(S): 8 TEXT: p. 605 ANS: B TYPE: FACTUAL OBJ(S): 8 TEXT: p. 605 00ANS: B TYPE: FACTUAL OBJ(S): 7 TEXT: p. 604 ANS: C TYPE: APPLIED OBJ(S): 7 TEXT: p. 604 ANS: A TYPE: FACTUAL OBJ(S): 8 TEXT: p. 605 ANS: B TYPE: FACTUAL OBJ(S): 8 TEXT: p. 605 ANS: D TYPE: FACTUAL OBJ(S): 8 TEXT: p. 605 ANS: B TYPE: FACTUAL OBJ(S): 8 TEXT: p. 605 low balling bait-and-switch door-in-the-face foot-in-the-door Stan convinces Dorothy to accept a blind date with his great-looking and prosperous business partner, who does not really exist. On the day of the date, he tells Dorothy that his business partner is out of town, and sets her up with an obnoxious boor, who is a client he’s trying to impress. This is an example of the _____ strategy of persuasion. low balling high balling bait-and-switch fish-or-cut-bait The _____ route to persuasion uses logic and careful analysis of arguments to convince a highly involved, motivated, and attentive audience. central peripheral circuitous educated Alfredo has wanted a new car for many months. He recently bought one because the salesperson showed him several consumer articles with independently high rankings of the car, and offered logical arguments for why this was an especially good value. This is an example of _____. low balling the central route to persuasion information overload repeated exposure The _____ route to persuasion uses irrelevant or extraneous factors (e.g., attractiveness) to convince an uninvolved, unmotivated, and inattentive audience. circuitous extraneous central peripheral A stronger and more durable attitude change is more likely when the _____ route to persuasion is used. peripheral central extemporaneous elaborative This is the personality trait that reflects the extent to which people engage in and enjoy effortful thought processing. 4737735-330835ANS: A TYPE: FACTUAL OBJ(S): 8 TEXT: p. 606 ANS: A TYPE: FACTUAL OBJ(S): 9 TEXT: p. 607 ANS: C TYPE: FACTUAL OBJ(S): 9 TEXT: p. 607 ANS: A TYPE: FACTUAL OBJ(S): 9 TEXT: p. 608 ANS: D TYPE: FACTUAL OBJ(S): 10 TEXT: p. 608 ANS: B TYPE: FACTUAL OBJ(S): 10 TEXT: pp. 608-09 00ANS: A TYPE: FACTUAL OBJ(S): 8 TEXT: p. 606 ANS: A TYPE: FACTUAL OBJ(S): 9 TEXT: p. 607 ANS: C TYPE: FACTUAL OBJ(S): 9 TEXT: p. 607 ANS: A TYPE: FACTUAL OBJ(S): 9 TEXT: p. 608 ANS: D TYPE: FACTUAL OBJ(S): 10 TEXT: p. 608 ANS: B TYPE: FACTUAL OBJ(S): 10 TEXT: pp. 608-09 need for cognition need for achievement thoughtful cognition central processing CONFLICT _____ is having to choose between two or more competing goals. Conflict Controversy Persuasion Nonconformity _____ conflict occurs when individuals or groups have, or believe they have, opposing interests, which become the source for damage to relationships and performance. Oppositional Negative Dysfunctional Work _____ conflict occurs when it brings important problems to the surface, providing opportunities to solve them, improving relationships and performance. Functional Preliminary Prospective Positive One reason for diversity training in organizations today is to _____. decrease cultural clashes assure that conflicts will be functional decrease dysfunctional conflicts all of these options This is NOT one of the ways described in your text for minimizing cultural clashes. examine your thought processes take an ethnocentric stance toward other cultures adjust your behavior to match the other culture recognize that culture clashes are emotionally stressful Imelda can’t decide which pair of shoes to wear today. Several pairs would look perfect with her stately costume. This is an example of _____. 4737735-318770ANS: D TYPE: APPLIED OBJ(S): 11 TEXT: p. 609 ANS: D TYPE: FACTUAL OBJ(S): 11 TEXT: p. 610 ANS: B TYPE: FACTUAL OBJ(S): 11 TEXT: p. 610 ANS: A TYPE: FACTUAL OBJ(S): 11 TEXT: p. 610 ANS: C TYPE: FACTUAL OBJ(S): 11 TEXT: p. 610 ANS: C TYPE: FACTUAL OBJ(S): 11 TEXT: p. 610 ANS: B TYPE: APPLIED OBJ(S): 12 TEXT: p. 610 00ANS: D TYPE: APPLIED OBJ(S): 11 TEXT: p. 609 ANS: D TYPE: FACTUAL OBJ(S): 11 TEXT: p. 610 ANS: B TYPE: FACTUAL OBJ(S): 11 TEXT: p. 610 ANS: A TYPE: FACTUAL OBJ(S): 11 TEXT: p. 610 ANS: C TYPE: FACTUAL OBJ(S): 11 TEXT: p. 610 ANS: C TYPE: FACTUAL OBJ(S): 11 TEXT: p. 610 ANS: B TYPE: APPLIED OBJ(S): 12 TEXT: p. 610 a shoe fetish substantive conflict interpersonal conflict intrapersonal conflict This is an example of interpersonal conflict. Person A wants yellow walls, Person B wants blue ones. Department A says the failure was Department B’s fault; Department B blamed Department A. Company A wants your business; so does Company B. all of these options _____ conflict involves disagreement over goals to pursue or the means to achieve them. Organizational Substantive Intrapersonal Emotional _____ conflict involves disagreements that arise over feelings of anger, mistrust, dislike, fear, etc. Emotional Irrational Petty Impersonal If an employee disagreed with management over whether jobs should be outsourced to other countries, this would be an example of a(n) _____ conflict. intrapersonal emotional substantive dysfunctional Emotional conflicts are _____; substantive conflicts are _____. primary; secondary impersonal; personal person-focused; task-focused approach-avoidant; approach-approach or avoidant-avoidant In a small family business, father and son argue constantly because the son is always forgetting to turn off the light when he leaves a room, thus wasting electricity. This is an example of conflict due to _____. unresolved Oedipus issues limited resources role differences personality differences Asking an employee to report his or her employer’s absences and late arrivals to upper management is an example of _____. 4737735-318770ANS: D TYPE: FACTUAL OBJ(S): 12 TEXT: p. 611 ANS: C TYPE: APPLIED OBJ(S): 12 TEXT: p. 611 ANS: D TYPE: APPLIED OBJ(S): 12 TEXT: pp. 611-12 ANS: D TYPE: FACTUAL OBJ(S): 12 TEXT: p. 612 ANS: D TYPE: APPLIED OBJ(S): 13 TEXT: p. 613 ANS: B TYPE: FACTUAL OBJ(S): 13 TEXT: p. 614 00ANS: D TYPE: FACTUAL OBJ(S): 12 TEXT: p. 611 ANS: C TYPE: APPLIED OBJ(S): 12 TEXT: p. 611 ANS: D TYPE: APPLIED OBJ(S): 12 TEXT: pp. 611-12 ANS: D TYPE: FACTUAL OBJ(S): 12 TEXT: p. 612 ANS: D TYPE: APPLIED OBJ(S): 13 TEXT: p. 613 ANS: B TYPE: FACTUAL OBJ(S): 13 TEXT: p. 614 limited resources dysfunctional conflict authoritative command role conflict Much time is wasted in staff meetings by employees who argue over which radio station should be playing over the company’s sound system. This is an example of conflict due to _____. limited resources role conflict personality differences goal differences An example of conflict due to _____ occurs when one department is expected to make a safe product no matter the cost, and the finance department is expected to prevent cost overruns. value differences limited resources substantive emotions goal differences Conflict that makes workers feel like they must choose between their morals, self-respect, safety, and their job is known as _____. role violations substantive conflict goal differences discrimination or harassment IMPROVING COMMUNICATION AND COPING WITH CONFLICT Dewanna is having difficulty paying attention to her teacher because of the construction project outside her classroom window. This is an example of the _____ barrier to communication. attention deficit communication overload competing priorities physical distraction This is NOT true about the perceptual set barrier to communication. It often occurs automatically and unconsciously. Because it is largely unconscious, it cannot be overcome. It can be based on prejudice. It is a readiness to perceive, based on expectations. This is NOT an example of a semantic barrier to communication. 4737735-158115ANS: B TYPE: APPLIED OBJ(S): 13 TEXT: p. 614 ANS: C TYPE: FACTUAL OBJ(S): 13 TEXT: p. 614 ANS: C TYPE: FACTUAL OBJ(S): 13 TEXT: p. 614 ANS: A TYPE: FACTUAL OBJ(S): 13 TEXT: p. 615 ANS: B TYPE: FACTUAL OBJ(S): 13 TEXT: p. 615 ANS: B TYPE: APPLIED OBJ(S): 14 TEXT: p. 615 00ANS: B TYPE: APPLIED OBJ(S): 13 TEXT: p. 614 ANS: C TYPE: FACTUAL OBJ(S): 13 TEXT: p. 614 ANS: C TYPE: FACTUAL OBJ(S): 13 TEXT: p. 614 ANS: A TYPE: FACTUAL OBJ(S): 13 TEXT: p. 615 ANS: B TYPE: FACTUAL OBJ(S): 13 TEXT: p. 615 ANS: B TYPE: APPLIED OBJ(S): 14 TEXT: p. 615 “Would it be sanctioned by the maestro of the classroom for this deliberative mortal to excurse and navigate himself to the gentleman’s refuge?” “I disagree with your use of the word ‘aesthetics’ in this situation.” “You jerk-face!” “DOS” and “email” When your words simultaneously convey two conflicting messages, or the message sent by your words is the opposite of the message sent by your body language, you are sending _____. semantic contradictions physical distractions a mixed message paralinguistic cues Telling someone you love them, while you flirt with your best friend’s spouse, is an example of _____. game playing semantic encoding a mixed message poor taste Supervisors and managers often don’t get an accurate view of what is going on in the workplace because _____. of communication barriers related to status differences only idiots are promoted to these positions subordinates tend to be liars they spend too much time in the executive restroom Email and cell phones have contributed to the _____ barrier to communication. perceptual set communication overload semantics proxemics This is an example of the use of audience analysis to improve communication. Anya makes sure she is well-rested before she asks her boss for a raise. Leticia waits till her mother gets off the phone before asking her for a ride to the skating rink. Jensen is using his cell phone to make several calls while he rides the trolley. all of these options This is NOT part of the active listening process. 4737735-158115ANS: A TYPE: FACTUAL OBJ(S): 14 TEXT: p. 615 ANS: C TYPE: FACTUAL OBJ(S): 14 TEXT: p. 615 ANS: D TYPE: FACTUAL OBJ(S): 14 TEXT: p. 616 ANS: B TYPE: APPLIED OBJ(S): 14 TEXT: p. 616 ANS: D TYPE: FACTUAL OBJ(S): 14 TEXT: p. 616 ANS: A TYPE: FACTUAL OBJ(S): 15 TEXT: p. 617 00ANS: A TYPE: FACTUAL OBJ(S): 14 TEXT: p. 615 ANS: C TYPE: FACTUAL OBJ(S): 14 TEXT: p. 615 ANS: D TYPE: FACTUAL OBJ(S): 14 TEXT: p. 616 ANS: B TYPE: APPLIED OBJ(S): 14 TEXT: p. 616 ANS: D TYPE: FACTUAL OBJ(S): 14 TEXT: p. 616 ANS: A TYPE: FACTUAL OBJ(S): 15 TEXT: p. 617 planning what you are going to say in response as you listen listening for underlying meanings attending to both nonverbal and verbal messages asking direct questions about the message Empathic listening includes all the following EXCEPT _____. focusing on the other person being nonjudgmental evaluating motives responding sensitively Who is responsible for communication feedback? the listener the speaker neither the speaker nor the listener because feedback interrupts the flow of communication both the speaker and the listener Which of the following is the BEST example of appropriate feedback? “Sometimes you act like such a jerk!” “Please don’t stick your tongue out at me. I don’t like it!” “Maybe you should get a personality transplant!” “Don’t ever act like that again!” According to your text, these are the four “dirty words” of feedback to avoid. “Let’s just be friends.” “Right back at you.” “maybe, okey-dokey, right-on, whatever” “should, ought, always, never” Pretending that a conflict does not exist is _____. called avoidance counterproductive the fastest and easiest approach to resolution psychotic Accommodation is a good approach to conflict resolution in which of the following examples? 4737735-163830ANS: B TYPE: APPLIED OBJ(S): 15 TEXT: p. 617 ANS: A TYPE: FACTUAL OBJ(S): 15 TEXT: p. 617 ANS: D TYPE: FACTUAL OBJ(S): 15 TEXT: p. 617 ANS: D TYPE: FACTUAL OBJ(S): 15 TEXT: pp. 617-18 ANS: A TYPE: APPLIED OBJ(S): 16 TEXT: p. 618 ANS: B TYPE: APPLIED OBJ(S): 16 TEXT: p. 618 00ANS: B TYPE: APPLIED OBJ(S): 15 TEXT: p. 617 ANS: A TYPE: FACTUAL OBJ(S): 15 TEXT: p. 617 ANS: D TYPE: FACTUAL OBJ(S): 15 TEXT: p. 617 ANS: D TYPE: FACTUAL OBJ(S): 15 TEXT: pp. 617-18 ANS: A TYPE: APPLIED OBJ(S): 16 TEXT: p. 618 ANS: B TYPE: APPLIED OBJ(S): 16 TEXT: p. 618 A safety officer shares concerns about the potential for fire in trash cans next to smoking areas; the staff considers this concern to be overrated. Several departments are fighting over what color their company’s logo should be. 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. A number of employees want their company to honor a non-Christian religious holiday, or to stop honoring Christmas and Easter. When resources are limited, or there is not enough time to solve all parts of a complex problem, _____ may be the best solution. compromise the wait-and-see approach avoidance accommodation The authoritative command approach ______. results in one or more parties believing their needs were ignored may lead to higher-level conflicts in the future are best when quick, decisive, but unpopular actions are necessary all of these options The “win-win” approach to conflict resolution is most often associated with _____. accommodation avoidance compromise collaboration Which of the following is a passive response? “You go ahead. I really didn’t want that seat anyway.” “Please move over, I was sitting there.” “Here, take my seat—you have more packages than I do.” “Hey, that was my chair!” Which of the following is an aggressive response? “You are in my seat.” “Get out of my chair, jerk!” “This is the third time I have had to ask you to sit elsewhere. What’s the deal?” “No, I do not want to change seats with you.” Standing up for your rights without infringing on the rights of others is called _____. 4737735-158115ANS: C TYPE: FACTUAL OBJ(S): 16 TEXT: p. 618 ANS: C TYPE: APPLIED OBJ(S): 16 TEXT: p. 618 ANS: C TYPE: FACTUAL OBJ(S): 16 TEXT: p. 620 ANS: A TYPE: FACTUAL OBJ(S): 16 TEXT: p. 620 00ANS: C TYPE: FACTUAL OBJ(S): 16 TEXT: p. 618 ANS: C TYPE: APPLIED OBJ(S): 16 TEXT: p. 618 ANS: C TYPE: FACTUAL OBJ(S): 16 TEXT: p. 620 ANS: A TYPE: FACTUAL OBJ(S): 16 TEXT: p. 620 collaboration compromise assertiveness win-win aggression Which of the following people is demonstrating assertiveness? Damian passes a long line of cars at a freeway offramp to cut in near the front of the line. Darrell decides it is inappropriate to demand a raise, after five years at his current pay level. Franklin politely and firmly tells his boss he is not interested in dating her. all of these options This is NOT one of the items on the “Assertiveness Bill of Rights.” The right to _____. judge your own behavior, thoughts, and emotions change your mind demand reasons for others’ bad behavior make mistakes This is NOT one of the tips for saying “no” assertively. use a loud voice make eye contact be persistent maintain a firm and relaxed body posture TRUE OR FALSE QUESTIONS 4737735635ANS: B OBJ(S): 1 TEXT: p. 584 ANS: B OBJ(S): 1 TEXT: p. 584 ANS: B OBJ(S): 1 TEXT: p. 585 00ANS: B OBJ(S): 1 TEXT: p. 584 ANS: B OBJ(S): 1 TEXT: p. 584 ANS: B OBJ(S): 1 TEXT: p. 585 Messages reach the receiver via environmental channels such as seeing, hearing, or touching. true false Downward and formal channels of information are the backbone of any successful business. true false The physical setting, relationship issues, psychological climate, and sociocultural factors make up the “noise” which may interfere with or enhance communication. true false 47377352540ANS: A OBJ(S): 2 TEXT: p. 586 ANS: A OBJ(S): 2 TEXT: p. 587 ANS: B OBJ(S): 2 TEXT: pp. 587-88 ANS: B OBJ(S): 2 TEXT: p. 588 ANS: A OBJ(S): 2 TEXT: p. 588 ANS: A OBJ(S): 2 TEXT: p. 589 ANS: A OBJ(S): 2 TEXT: p. 589 ANS: B OBJ(S): 2 TEXT: p. 589 ANS: B OBJ(S): 2 TEXT: p. 589 ANS: A OBJ(S): 2 TEXT: p. 590 00ANS: A OBJ(S): 2 TEXT: p. 586 ANS: A OBJ(S): 2 TEXT: p. 587 ANS: B OBJ(S): 2 TEXT: pp. 587-88 ANS: B OBJ(S): 2 TEXT: p. 588 ANS: A OBJ(S): 2 TEXT: p. 588 ANS: A OBJ(S): 2 TEXT: p. 589 ANS: A OBJ(S): 2 TEXT: p. 589 ANS: B OBJ(S): 2 TEXT: p. 589 ANS: B OBJ(S): 2 TEXT: p. 589 ANS: A OBJ(S): 2 TEXT: p. 590 Using all capital letters in an email is considered to be rude because it implies shouting. true false The nonverbal dimension is responsible for up to 90% of the emotional content of a communication. true false Kinesics, proxemics, and paralanguage are all components of verbal communications. true false Forming a circle with your thumb and index finger is a universal sign for approval. true false Nodding your head up and down would indicate agreement in nearly all cultures. true false South Americans tend to stand closer to others than do North Americans. true false In North America, an intimate personal distance between people would measure approximately 18 inches. true false The pace, pitch, and volume at which words are spoken are known as the proxemics of communication. true false A subtle increase in pitch at the end of a sentence always implies nervousness or uncertainty. true false Research confirms that men more often use speech to convey information whereas women use speech to achieve and share intimacy. true false Replications of Tannen’s gender communication research suggests that there are moderate to strong differences between how the sexes communicate. 4737735-318770ANS: B OBJ(S): 2 TEXT: p. 591 ANS: B OBJ(S): 3 TEXT: p. 593 ANS: B OBJ(S): 3 TEXT: p. 593 ANS: A OBJ(S): 3 TEXT: p. 593 ANS: B OBJ(S): 3 TEXT: p. 594 ANS: A OBJ(S): 4 TEXT: p. 595 ANS: B OBJ(S): 4 TEXT: p. 596 ANS: A OBJ(S): 4 TEXT: p. 596 ANS: A OBJ(S): 4 TEXT: p. 596 ANS: B OBJ(S): 5 TEXT: p. 596 00ANS: B OBJ(S): 2 TEXT: p. 591 ANS: B OBJ(S): 3 TEXT: p. 593 ANS: B OBJ(S): 3 TEXT: p. 593 ANS: A OBJ(S): 3 TEXT: p. 593 ANS: B OBJ(S): 3 TEXT: p. 594 ANS: A OBJ(S): 4 TEXT: p. 595 ANS: B OBJ(S): 4 TEXT: p. 596 ANS: A OBJ(S): 4 TEXT: p. 596 ANS: A OBJ(S): 4 TEXT: p. 596 ANS: B OBJ(S): 5 TEXT: p. 596 true false Great leaders are born, not made. true false Contrary to popular opinion, honesty and integrity are not considered important traits in a great leader. true false Flexibility may be the single most important quality of successful leaders. true false To be charismatic a leader must use his or her visionary ideas to achieve admirable, moral goals. true false The situational approach to leadership suggests that Saddam Hussein would not have remained in power as long as he did if there had not been such widespread dislike of America and its religious and political values among the Iraqi and other middle eastern people. true false “I’m not paying you to think,” is most likely to be said by a leader with a laissez-faire style. true false A Theory X manager is more likely than a Theory Y manager to keep a close watch on her workers. true false Efficiency and job satisfaction tend to be greater under the leadership of a Theory Y manager. true false Task-oriented leaders are more important to the functioning of a group than are relationship-oriented leaders. true false When workers are very unhappy and the situation is out of control, the relationship-oriented leader is more effective than the task-oriented leader. 4737735-318770ANS: B OBJ(S): 5 TEXT: p. 596 ANS: B OBJ(S): 6 TEXT: pp. 597-98 ANS: A OBJ(S): 6 TEXT: p. 597 ANS: B OBJ(S): 6 TEXT: p. 597 ANS: A OBJ(S): 6 TEXT: p. 598 ANS: B OBJ(S): 6 TEXT: p. 598 ANS: A OBJ(S): 7 TEXT: p. 601 ANS: A OBJ(S): 7 TEXT: pp. 601-02 ANS: B OBJ(S): 7 TEXT: p. 603 00ANS: B OBJ(S): 5 TEXT: p. 596 ANS: B OBJ(S): 6 TEXT: pp. 597-98 ANS: A OBJ(S): 6 TEXT: p. 597 ANS: B OBJ(S): 6 TEXT: p. 597 ANS: A OBJ(S): 6 TEXT: p. 598 ANS: B OBJ(S): 6 TEXT: p. 598 ANS: A OBJ(S): 7 TEXT: p. 601 ANS: A OBJ(S): 7 TEXT: pp. 601-02 ANS: B OBJ(S): 7 TEXT: p. 603 true false The five bases of power include: legitimacy, expertise, self-appointment, coercion, and instrumental. true false Your supervisor tells you that you have to work on the holiday. This is an example of his use of legitimate power. true false Physicians, lawyers, and plumbers all operate primarily from a legitimate power base. true false Managers who overuse their reward power base risk a decrease in its effectiveness. true false Low morale, resentment, revenge, counterproductive behaviors, and higher employee turnover are strongly correlated with the overuse of the referent power base. true false Who, what, to whom, and how make up the major elements of persuasion. true false Two-sided arguments are often more effective than one-sided arguments in persuading others. true false Politicians plaster signs with just their names on them all over town because they know that voters are affected by classical conditioning. true false Someone using the door-in-the-face technique to get you to buy something from them might first get you to accept a small gift, then ask you to buy their product. 4737735-318770ANS: B OBJ(S): 7 TEXT: p. 603 ANS: A OBJ(S): 7 TEXT: p. 603 ANS: B OBJ(S): 7 TEXT: pp. 603-04 ANS: B OBJ(S): 8 TEXT: p. 605 ANS: B OBJ(S): 9 TEXT: p. 607 ANS: B OBJ(S): 9 TEXT: p. 610 ANS: A OBJ(S): 9 TEXT: p. 611 ANS: A OBJ(S): 13 TEXT: p. 614 ANS: B OBJ(S): 14 TEXT: p. 615 00ANS: B OBJ(S): 7 TEXT: p. 603 ANS: A OBJ(S): 7 TEXT: p. 603 ANS: B OBJ(S): 7 TEXT: pp. 603-04 ANS: B OBJ(S): 8 TEXT: p. 605 ANS: B OBJ(S): 9 TEXT: p. 607 ANS: B OBJ(S): 9 TEXT: p. 610 ANS: A OBJ(S): 9 TEXT: p. 611 ANS: A OBJ(S): 13 TEXT: p. 614 ANS: B OBJ(S): 14 TEXT: p. 615 true false The foot-in-the-door technique probably works because of a shift in self-perception as someone who is a helper. true false The foot-in-the-door, door-in-the-face, and bait-and-switch techniques of persuasion are inherently unethical and immoral to use. true false Regardless of audience and situation, research has demonstrated that the central route to persuasion is more effective than the peripheral route. true false Dysfunctional or destructive conflict has no solution. true false Emotional conflicts are personal, whereas substantive conflicts are both personal and task-focused. true false When Timothy was asked by a customer to accept a return that clearly violates company policy, he was experiencing a role conflict. true false The best way to deal with a mixed message is to explain to the person sending it that you are confused and ask for clarification. true false Active listening requires that the listener not speak, or limit speech to reflecting what they have heard. true false Feedback is important in communication, and requires that the listener tell the truth, even when it may demean the other person. 4737735-318770ANS: B OBJ(S): 14 TEXT: p. 616 ANS: B OBJ(S): 14 TEXT: p. 616 ANS: B OBJ(S): 15 TEXT: p. 617 ANS: A OBJ(S): 15 TEXT: p. 617 ANS: A OBJ(S): 15 TEXT: pp. 617-18 ANS: B OBJ(S): 16 TEXT: p. 620 00ANS: B OBJ(S): 14 TEXT: p. 616 ANS: B OBJ(S): 14 TEXT: p. 616 ANS: B OBJ(S): 15 TEXT: p. 617 ANS: A OBJ(S): 15 TEXT: p. 617 ANS: A OBJ(S): 15 TEXT: pp. 617-18 ANS: B OBJ(S): 16 TEXT: p. 620 true false F---, d---, c---, and s--- are the four “dirty words” your textbook author says should never be used in effective communications. true false Avoidance is the worst approach to conflict resolution, and should be never be used. true false Agreeing to disagree is a legitimate method of resolving relatively minor conflicts when people agree on the most major goals and objectives. true false The ideal conflict resolution strategy is collaboration. true false According the “Assertive Bill of Rights,” you have the right to demand the reason why someone has treated you badly. true false STUDENT STUDY GUIDE MULTIPLE CHOICE QUESTIONS PRACTICE TEST I Your boss sends an email reminding you of your production goals. This communication is _____. lateral through a sensory channel downward through a lateral channel upward through an environmental channel downward through an environmental channel Environmental conditions surrounding communication are referred to as the _____ . context noise channels receivers According to current managerial thinking, _____ communication is the most efficient method. downward subordinate to superior lateral upward Research shows that in average communication up to _____ percent of the emotional content is transmitted nonverbally. 55 10 90 75 The space or distance of _____ is generally preferred during formal conversations with people we do not know well. less than one foot 1-4 feet 4-12 feet 12 ft and beyond Research shows that _____ may be the single most important quality of successful leaders honesty flexibility expertise drive _____ theorists believe it is primarily the environment that produces leaders. Trait Situational Functional Evolutionary _____ approach suggests individuals become leaders because they contribute to group needs. Situational Functional Trait Democratic College professors typically have _____ power in their relations with students. legitimate autocratic reward referent The two most important components of the credibility of a source are trustworthiness and _____. attractiveness conviction expertise values _____ is an important element in the delivery of a message. classical conditioning lowballing repeated exposure all of these options A method of persuasion in which an unmotivated audience is convinced because of extraneous factors is called _____. the central route subliminal advertising the peripheral route audience analysis _____ can bring important problems to the surface and offer opportunities for improvement. Open communication Functional conflict Participative leadership Referent power Two managers arguing about what a department’s long range goals is an example of _____ conflict. emotional intrapersonal avoidance-avoidance substantive Barriers that block communication goals are _____. physical distractions semantics status differences all of these options When individuals are conflicted and unsure about their feelings or intentions, they tend to _____. be easily distracted not know what to say send mixed messages be argumentative Active listening involves _____. asking direct questions asking for clarification total attention all of these options As a communicator, asking your recipient “What do you think” invites _____ . questions answers communication feedback Focusing on areas of agreement in conflicts is known as _____ . collaboration compromise accommodation empathic listening The _____ approach to conflict often results in one or more parties believing their needs have been ignored. collaboration compromise accommodation authoritative command PRACTICE TEST II Communication in the global community poses unique challenges because of different _____. languages values beliefs all of these options Translating or interpreting the meaning of a message is known as _____. encoding receiving decoding mixed messages Environmental conditions surrounding communication include _____. physical setting and relationship issues psychological climate sociocultural factors all of these options Nonverbal communication using body language is called _____. paralanguage kinesics proxemics physical space The great person theory argues that leadership results from _____. high intelligence personal drive inherited traits self-confidence _____ leaders have a compelling vision of what they want to accomplish and can transform their followers’ beliefs. Autocratic Charismatic Participative Task-oriented _____ leaders work best in groups requiring little or no management. Authoritarian Charismatic Participative Laissez-faire Disciplinary actions and low performance evaluations are all forms of _____ power. legitimate coercive expert autocratic A plumber is a good example of _____ power. task-oriented expert legitimate expensive When a communicator presents his or her opponent’s arguments to show their inherent flaws, this technique is called _____. audience coanalysis a two-sided argument repeated exposure the door-in-the face technique The effectiveness of the foot-in-the-door technique seems to result from _____. persistence and expertise of the seller duration and credibility of the pitch shift in self-perception in the recipient all of these options Research shows that the higher your need for _____ the more likely you are to be persuaded by central route techniques. acceptance participation control cognition One defining feature common to all conflict is _____. incompatible goals dysfunctional relationships time constraints poor communication _____ is NOT identified as one of the five important causes of conflict. Role conflict Personal style difference Gender differences Discrimination Discrimination and harassment are costly in terms of worker_______. motivation and productivity retaliation and absenteeism compensation insurance none of the above 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. perceptual set mixed messages prejudice all of these options _____ may be the most important key to effective communication. Advance preparation Charisma Audience analysis Lowballing Understanding the situation from another’s point of view requires _____. accommodation audience analysis empathic listening contextual feedback When giving feedback effectively it should be _____. constructive and specific sensitive and open to outside observation focused on behaviors and traits current and focused on general traits _____ involves negotiating so that each party involved in the conflict achieves a reasonably fair settlement. Collaboration Compromise Accommodation Needs exchange PRACTICE TEST I 1. d (p. 584) 11. d (p. 603) 2. a (p. 585) 12. c (p. 605) 3. c (p. 585) 13. b (p. 608) 4. c (p. 587) 14. d (p. 610) 5. c (p. 589) 15. d (p. 613) 6. b (p. 593) 16. c (p. 614) 7. b (p. 595) 17. d (p. 615) 8. b (p. 596) 18. d (p. 616) 9. c (p. 598) 19. c (p. 617) 10.c (p. 601) 20. d (p. 617) PRACTICE TEST II 1. d (p. 583) 11. c (p. 603) 2. c (p. 584) 12. d (p. 606) 3. d (p. 585) 13. a (p. 607) 4. b (p. 588) 14. c (p. 610) 5. c (p. 593) 15. a (p. 612) 6. b (p. 594) 16. a (p. 614) 7. d (p. 596) 17. c (p. 615) 8. b (p. 598) 18. c (p. 615) 9. b (p. 600) 19. a (p. 616) 10.b (p. 601) 20. b (p. 617) ESSAY QUESTIONS Describe and provide an example of each of the seven elements important for all communication. (Obj. 1; pp. 583-586) Describe and provide an example of each of the following characteristics of nonverbal communication: kinesics, proxemics, paralanguage. (Obj. 2; pp. 587-591) Contrast the three major leadership styles. (Objs. 3,4,5; pp. 592-597) Describe the five bases of power, providing an example of each. (Obj. 6; pp. 597-598) Describe the four major elements of persuasion and provide an example for each one. (Obj. 7; pp. 600-604) Contrast dysfunctional and functional conflict, and describe intrapersonal and interpersonal conflict, providing individual and organizational examples when appropriate. (Objs. 9, 11; pp. 607-610) Describe five causes of conflict and five ways to resolve it. (Objs. 12, 15; pp. 610-612, 617-618) Describe and provide an example of each of the six blocks to effective communication. (Obj. 13; pp. 613-615) 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) 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 Describe and provide an example of each of the seven elements important for all communication. (Obj. 1; pp. 583-586) Senders and Receivers Senders initiate a message; may be one-way with no expectation of return message, 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 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 and body language May vary by culture: book examples: Japanese men bow, Arab men kiss, 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 of physical and personal space Furniture placement: boss’s chair behind desk indicates he is in charge; boss’s chair next to visitor’s chair indicates boss is open to listening; boss’s 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 way words are spoken Pace, pitch, volume, tone of voice, inflection of voice; 38% of meaning is contained in the paralanguage; words can be the same with opposite meaning 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 Contrast the three major leadership styles. (Objs. 3, 4, 5; pp. 592-597) Trait or great person theory of leadership: leadership is a result of inherited personality traits Successful leaders have drive, honesty and integrity, self-confidence, expertise, creativity, cognitive ability, leadership motivation, and flexibility; research suggests that flexibility is the most important trait Big Five traits (openness, conscientiousness, extroversion, 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: leadership is produced by the environment: the right person in the right place at the right time Autocratic (authoritarian) leaders emerge during times of crisis (war or natural disaster); use top-down approach making all major decisions, assigning tasks to others, and demanding full obedience; limited by the quality and competence of leader because doesn’t seek 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: people become leaders because they contribute to group needs or functioning Task-oriented leaders help groups to complete a task or reach a particular goal by keeping them focused on the problem, offering new ideas, elaborating on the ideas of others, and summarizing proceedings; most successful when situation is either highly favorable (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 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 Describe the four major elements of persuasion and provide an example for each one. (Obj. 7; pp. 600-604) The source = who is doing the persuading Trivial matters (clothing, cars, shampoo) attractive people are more persuasive because people identify with them and try to imitate them book examples: Michael Jordan and Jockey shorts; Dorothy Hamill and arthritis medication; 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 = what is being conveyed Two-sided arguments look fair-minded, and can show how to refute opposing side’s argument Logical and reasonable appeals work best for highly motivated and attentive 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 audience = whom the message is for Related to the source and message, based on audience analysis motivated , involved, interest audience credible source and two-sided argument unmotivated, uninvolved, uninterested audience attractive source and one-sided argument The channel and method = how the message is delivered Repeated exposure increased familiarity more favorable or comfortable attitude book example: repetition of advertisements on TV, politician posters Classical conditioning = pairing product with something that elicits a favorable response so this response is transferred to product book example: politician 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 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 conflict Causes significant damage to personal and work relationships; diverts attention 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 conflict Occurs within oneself—3 types: 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 conflict Occurs when two or more people have mutually incompatible goals or disagree 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 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 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 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 empathic listening Active listening requires total attention to what other person is saying, 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) 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