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82) Treesa Mayering recently began her first job at a PR firm called Pro as a copywriter. Her job
involves creating scripts for press releases, advertisements, and other media events. She has been
working under the guidance of Will Preston, the senior copywriter. Treesa, who has no prior
experience in this job, had worked on scripts for advertisements and online brochures alone
when she was asked to work on a press release for the first time. Will reviewed Treesa's script
and sent her an e-mail full of detailed corrections, which she promptly implemented. However,
when Will looked at the script later, he felt that it did not represent a significant improvement of
her first draft. Which of the following, if true, would best explain this outcome?
A) The feedback provided by Will was not elaborate and comprehensive enough.
B) Treesa took a lot of time to implement Will's corrections and revise her script.
C) Treesa was hired because she demonstrated considerable analytical and creative thinking
skills in her pre-employment tests.
D) Will routinely e-mailed feedback on scripts for advertisements, online brochures, and press
releases to his team members.
E) Will believed that Treesa's understanding of his e-mailed feedback would be accurate.
83) A routine message can be delivered by a low richness channel as efficiently as a high
richness channel.
84) Which of the following is desirable with regard to persuasive communication?
A) increasing the degree of noise in the communication process
B) manipulating information so the receiver will see it more favorably
C) engaging in selective perception
D) processing a lot of information even if it exceeds our capacity
E) matching the type of message with the type of audience
85) A relatively superficial consideration of evidence and information making use of heuristics is
defined as ________.
A) serial processing
B) depth processing
C) parallel processing
D) controlled processing
E) automatic processing
86) ________ involves a detailed consideration of evidence and information relying on facts,
figures, and logic.
A) Controlled processing
B) Serial processing
C) Parallel processing
D) Selective processing
E) Automatic processing
87) Before buying her new phone, Gina listed the various requirements her new phone must
meet. As a wedding planner, much of her work revolves around using e-mail to forward pictures
of locations, designs, and food arrangements that she could categorize by themes and prices. She
requires a phone with high storage capacity, speedy Internet, and easy-to-use methods to
organize and save content. After listing these requirements, she fixed a budget and began
surveying phones online. She also obtained information from friends. In a week's time, Gina had
shortlisted three models that suited her needs and was ready to make the final choice. Gina used
________ to arrive at this decision.
A) superficial processing
B) heuristic processing
C) controlled processing
D) selective processing
E) automatic processing
88) People are likely to use automatic processing when ________.
A) their subject knowledge of the issue is high
B) their interest level in the issue is high
C) their usage of heuristics related to the issue is high
D) their need for cognition is high
E) their reliance on logics and facts to make a decision is high
89) Whether people use automatic or controlled processing for reacting to a persuasive message
is often a function of ________.
A) time
B) their level of interest in it
C) heuristics
D) effort
E) availability of research
90) Filtering is a barrier to effective communication that takes place when ________.
A) the interpretation of the message is affected by the receiver's emotion
B) the information we have to work with exceeds our processing capacity
C) a sender purposely manipulates information so the receiver will see it more favorably
D) the receivers in the communication process selectively see and hear based on their
motivations, experience, and other personal characteristics
E) receivers also project their interests and expectations into communications as they decode
them
91) Jordan is a sales officer who has been underperforming over the last three months. At the last
monthly operations cycle meeting, he was given a warning. As the time for the next meeting
draws close, Jordan fears his boss reprimanding him. Two days before the meeting, Jordan
informs his manager that he has confirmed six deals in the last few days, one of which involves
multiple orders for their machines. He, however, skips the detail that these are the only six orders
he has been able to obtain in the whole month. Which one of the barriers to effective
communication is depicted here?
A) silence
B) language
C) information overload
D) grapevine
E) filtering
92) When receivers of communication process the information based on their needs, motivations,
experience, background, and other personal characteristics, they are engaging in ________.
A) communication apprehension
B) deliberative processing
C) selective perception
D) controlled processing
E) filtering
93) When attempting to communicate a written message persuasively, it is desirable that
________.
A) the receiver has an information overload
B) the sender has a high need for cognition
C) the sender has used phrases and jargon to clarify the meaning of the message
D) the receiver and the sender can view each other's nonverbal cues
E) the receiver is in a positive mood
94) Which of the following is desirable to eliminate language functioning as a barrier to
communication?
A) use of phrases and corporate lingo
B) use of acronyms and abbreviations
C) use of technical language or jargon
D) use of uniform language
E) use of silence
95) ________ is defined as the absence of information.
A) Apprehension
B) Selective perception
C) Cognition
D) Misrepresentation
E) Silence
96) What can managers do to make sure that important information is not withheld from them
through silence?
A) engage in selective perception
B) listen to and support diverse opinions
C) deal with information overload
D) hire employees with high emotional intelligence
E) tell employees what they want to hear
97) Undue tension and anxiety about oral communication, written communication, or both is
called ________.
A) information overload
B) communication misrepresentation
C) selective perception
D) communication apprehension
E) filtering
98) Shirley Shands is a hard worker, but Debra, her manager, is irritated with her. While Debra
concedes that Shirley's work gives her no cause for complaint, Debra is tired of the interruptions
in her work because of Shirley asking for repeated clarifications over what exactly she has to say
in e-mails or phone calls. She often requests Debra to proofread her e-mails before sending them,
and Debra feels she sends too many e-mails instead of just speaking to the person concerned.
From the scenario, we can conclude that ________.
A) Shirley processes her e-mails in an automatic and superficial manner
B) Shirley and Debra come from a high-context culture
C) Debra is engaging in social loafing
D) Shirley suffers from communication apprehension
E) Shirley uses filtering when communicating with Debra
99) The time attendance system in the production division at MM, an automobile manufacturing
company, was malfunctioning. Consequently, Greg Hill, one of the front-level managers, sent it
for repair. In the meantime, he placed a register where all workers of the production division had
to provide their time of entry and exit from office. At the end of the week, when looking through
the time logs, he had certain concerns about a group of employees. In the next week, he
personally tracked the time this group of employees spent working and realized that they were
reporting a greater number of working hours than they actually worked. This group engaged in a
barrier to communication called ________.
A) selective perception
B) filtering
C) silence
D) communication apprehension
E) lying
100) Automatic processing requires a detailed consideration of evidence and information relying
on facts, figures, and logic.
101) The need for cognition is a personality trait of individuals who are most likely to be
persuaded by evidence and facts.
102) Communication apprehension applies to oral and written communication.
103) List and explain four of the barriers to effective communication.
104) Rhonda May was transferred to London three months back to oversee the opening of a new
branch of the retail chain she worked for. Rhonda, who had never been to London, adjusted well
with her British colleagues but received quizzical looks from many of her British colleagues
every morning in the initial weeks in London. After asking one of her subordinates to explain
what caused her colleagues to look at her in that strange way, she discovered the reason. When
her British colleagues greeted her by saying, "How are you today?" every morning, she typically
replied by saying "I'm good," while Britishers typically say, "I'm well" in response to this
greeting. This is because "I'm good" can have multiple meanings like "I'm not a bad person" or
"I'm suitable," while "I'm well" only gives a sense of mental and physical well-being. Rhonda
then realized how subtly cultural barriers can operate. From the information provided in the
scenario, this is an example of barriers caused by ________.
A) tone differences
B) semantics and connotations
C) intolerance toward other cultures
D) situational and physical cues
E) power distance
105) Low-context cultures primarily rely on ________ in communicating with others.
A) formal titles
B) spoken and written words
C) situational cues
D) status differences
E) nonverbal cues
106) Communication in high-context cultures is characterized by an emphasis on ________.
A) directness
B) explicit and precise documentation
C) trust
D) legalized contracts over oral ones
E) direct modes of conflict resolution
107) In high-context cultures, directness is valued more than trust.
108) Explain how managers can reduce misinterpretations when communicating with people
from a different culture.
109) Describe and discuss specific problems related to cross-cultural communication. Include
cultural barriers and cultural context.
110) Distinguish between high-context and low-context cultures.
