Deck 18: Psychology at Work in the Global Economy

Question 1

The context of a communication involves _____.

A) the physical setting
B) relationship issues
C) psychological and sociocultural factors
D) all of these options

Answer 1

all of these options

Question 2

This is a form of nonverbal communication using gestures and body language.

A) Sign language
B) Proxemics
C) Somatic signaling
D) Kinesics

Answer 2

Kinesics

Question 3

Downward communication is used for:

A) strategies
B) needs
C) advice
D) questions

Answer 3

strategies

Question 4

Nonverbal communication is BEST defined as the process of sending and receiving messages _____.

A) through means other than words
B) silently
C) through multiple channels
D) with the body, not the voice

Question 5

With regard to communication, noise refers to _____.

A) intentional and unintentional thoughts, moods, or other "blocks" to communication
B) the sound of the speaker's voice
C) misunderstandings related to mixed messages
D) all of these options

Question 6

_____ is translating or interpreting the meaning of a message.

A) Encoding
B) Channeling
C) Decoding
D) Receiving

Question 7

Kristin frowns at her teacher during class and sits with her arms tightly crossed. What element of nonverbal communication is she using?

A) Paralanguage
B) Proxemics
C) Sensory channels
D) Kinesics

Question 8

Mikael and Airon are exchanging emails about their reactions to their newest coworker. This is an example of a(n) _____ communication channel.

A) downward
B) informal
C) formal
D) upward

Question 9

This is NOT one of the eight important elements in communication described in your text.

A) Language
B) Encoding
C) Channels
D) Context

Question 10

Which of the following North American distances is CORRECTLY matched?

A) Personal-18 inches to 2 feet
B) Intimate-touching to 18 inches
C) Public-3 feet and beyond
D) Social-2 feet to 3 feet

Question 11

According to your text, _____ channels are the backbone of any successful business.

A) formal
B) lateral
C) downward
D) upward

Question 12

Proxemics refers to _____.

A) physical and personal space when communicating
B) successive approximations of a message
C) the arrangement of furniture in a communication meeting
D) how close people are when communicating

Question 13

This is NOT an environmental communication channel.

A) The speaker's voice
B) Television
C) A public speech
D) Email

Question 14

Messages are communicated through _____.

A) sensory channels
B) environmental channels
C) voice, vision, touch, letters, email, phone calls, etc.
D) all of these options

Question 15

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.

A) encoding
B) kinesics
C) context
D) paralanguage

Question 16

Brenda asks her employer for a raise. In the communication process, Brenda is a(n) _____, and her boss is a(n) _____.

A) employee; CEO
B) decoder; encoder
C) asserter; aggressor
D) sender; receiver

Question 17

The process of sending, receiving, and understanding messages is the definition of _____.

A) persuasion
B) communication
C) encoding
D) decoding

Question 18

This is NOT an element of nonverbal communication.

A) Clothing
B) Personal space
C) Email messages
D) Kinesics

Question 19

A form of nonverbal communication that uses gestures and body language is ______.

A) proxemics
B) kinesics
C) psycholinguistics
D) paralanguage

Question 20

This is NOT one of Hall's "personal spaces."

A) Intimate
B) Social
C) Environmental
D) Public

Question 21

Feedback is most effective when ______.

A) it addresses general traits of an individual that are frequently present
B) it is constructive and helps the individual build on his or her strengths
C) it is given in public in order to prevent an overreaction
D) all of the above

Question 22

Empathic listening includes all the following EXCEPT _____.

A) focusing on the other person
B) being nonjudgmental
C) evaluating motives
D) responding sensitively

Question 23

Telling someone you love them, while you flirt with a waitperson, is an example of _____.

A) game playing
B) semantic encoding
C) mixed messages
D) poor taste

Question 24

Email and cell phones have contributed to the _____ barrier to communication.

A) perceptual set
B) communication overload
C) semantics
D) proxemics

Question 25

Who is responsible for communication feedback?

A) The listener
B) The speaker
C) Neither the speaker nor the listener, because feedback interrupts the flow of communication
D) Both the speaker and the listener

Question 26

This is NOT an example of a semantic barrier to communication.

A) "Would it be sanctioned by the maestro of the classroom for this deliberative mortal to excurse and navigate himself to the gentleman's refuge?"
B) "I disagree with your use of the word 'aesthetics' in this situation."
C) "You jerk-face!"
D) "DOS" and "email"

Question 27

Supervisors and managers often don't get an accurate view of what is going on in the workplace because _____.

A) of communication barriers related to status differences
B) only idiots are promoted to these positions
C) subordinates tend to be liars
D) they spend too much time in the executive restroom

Question 28

Research on gender differences in communication styles suggests that _____.

A) "men are from Mars; women are from Venus"
B) these difference reflect two subcultures within the general culture
C) the differences are relatively small
D) real differences do not exist

Question 29

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.

A) attention deficit
B) communication overload
C) competing priorities
D) physical distraction

Question 30

Personal space norms differ between _____.

A) cultures
B) men and women
C) adults and children
D) all of these options

Question 31

This space is reserved for friends and acquaintances and ordinary conversations.

A) Social distance
B) Intimate distance
C) Public distance
D) Personal distance

Question 32

The meaning of "You're so clever" cannot be determined without knowledge of _____.

A) proxemics
B) kinesics
C) paralanguage
D) English

Question 33

Chris is talking with Jan with the underlying goal of conveying information and preserving independence. Gender research regarding communication suggests that Chris is MOST likely to be _____.

A) androgynous
B) male
C) female
D) gender confused

Question 34

When your words 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 _____.

A) semantic contradictions
B) physical distractions
C) a mixed message
D) paralinguistic cues

Question 35

"Paralanguage" is a form of nonverbal communication which includes _____.

A) pace, pitch, volume, tone, and inflection
B) eye contact, facial expression, gestures, and body language
C) personal and physical space
D) all of these options

Question 36

This is NOT true of the perceptual set barrier to communication.

A) It often occurs automatically and unconsciously.
B) Because it is largely unconscious, it cannot be overcome.
C) It can be based on prejudice.
D) It is a readiness to perceive, based on expectations.

Question 37

This is an example of the use of audience analysis to improve communication.

A) Anya makes sure she is well-rested before she asks her boss for a 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

Question 38

Janie is smiling while she tells Tom how much he hurt her feelings. Janie is BEST described as ________________.

A) being confused
B) sending mixed messages
C) being anxious
D) being angry

Question 39

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 _____.

A) paralanguage
B) intrinsic value
C) extrinsic value
D) sophistication

Question 40

This is NOT part of the active listening process.

A) Planning what you are going to say in response as you listen
B) Listening for underlying meanings
C) Attending to both nonverbal and verbal messages
D) Asking direct questions about the message

Question 41

According to persuasion research, which of the following people are likely to convince us to eat at a new restaurant in town?

A) The restaurant owner
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

Question 42

Which of the following is NOT associated with creating an illusion of honesty and credibility?

A) Eye contact
B) Personal investment in the product or service
C) Speaking confidently
D) Speaking fast

Question 43

According to the textbook, the most important key to effective communication may be ______.

A) knowing your audience
B) providing feedback
C) active listening
D) empathic listening

Question 44

This increases familiarity, which increases your positive attitude toward it.

A) Classical conditioning
B) Repeated exposure
C) Audience analysis
D) Two-sided arguments

Question 45

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.

A) bait-and-switch
B) foot-in-the-door
C) door-in-the-face
D) low balling

Question 46

The use of a seductive woman 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.

A) classical conditioning
B) operant conditioning
C) repeated exposure
D) the bait-and-switch technique

Question 47

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.

A) voice-in-your-ear
B) graduated-obnoxiousness
C) foot-in-the-door
D) you've-got-everything-to-lose

Question 48

Which of the following is NOT a component of persuasion?

A) When
B) Who
C) What
D) How

Question 49

Two-sided arguments _____.

A) give the appearance of fairness
B) are designed to show inherent flaws in the "other" side
C) illustrates how opponents' arguments can be refuted
D) all of these options

Question 50

_____ occurs when someone gets your commitment to an attractive proposal, then reveals hidden costs.

A) The bait-and-switch strategy
B) Buyer's remorse
C) The Barnum effect
D) Low-balling

Question 51

Which of these are important components of credibility in persuasion?

A) Trustworthiness and attractive
B) Attractiveness and expertise
C) Expertise and trustworthiness
D) Trustworthiness, expertise, and attractiveness

Question 52

Veronica has a new line of clothing she wants to promote in a television ad at 8:00 pm on a weekday evening. Based on persuasion research, which of the following appeals is MOST likely to increase her sales?

A) Logical
B) Reasonable
C) Emotional
D) Two-sided

Question 53

Communication that is intended to change attitudes is called _____.

A) rhetoric
B) bullying
C) persuasion
D) dissuasion

Question 54

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.

A) low-balling
B) bait-and-switch
C) foot-in-the-door
D) door-in-the-face

Question 55

When your audience does not have a strong interest in your message, to get their attention and improve your persuasive ability you should _____.

A) use an attractive model and focus on superficial characteristics of your product, service, or perspective
B) use a highly credible expert
C) provide a two-sided argument
D) appeal to logic and reason

Question 56

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) 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

Question 57

Making a small request followed by increasingly larger requests is called the _____ technique of persuasion.

A) door-in-the-face
B) slam-the-door
C) ring-and-run
D) foot-in-the-door

Question 58

Fear messages are MOST likely to persuade when the negative consequence is _____.

A) immediate and likely to happen
B) relevant
C) severe
D) all of these options

Question 59

Offering an attractive proposal, then making it unavailable or unappealing and offering a more costly alternative is called the _____ strategy

A) low-balling
B) bait-and-switch
C) door-in-the-face
D) foot-in-the-door

Question 60

The door-in-the-face technique involves _____.

A) slamming the door on a salesperson
B) beginning with a very large, intrusive request followed by a smaller 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

Question 61

One reason for diversity training in organizations today is to _____.

A) decrease cultural clashes
B) assure that conflicts will be functional
C) decrease dysfunctional conflicts
D) all of these options

Question 62

If an employee disagreed with management over the goals for the company and ways to compete, this would be an example of a _____ conflict.

A) intrapersonal
B) emotional
C) role
D) dysfunctional

Question 63

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 _____.

A) low-balling
B) the central route to persuasion
C) information overload
D) repeated exposure

Question 64

_____ is having to choose between two or more competing goals.

A) Conflict
B) Controversy
C) Persuasion
D) Nonconformity

Question 65

The _____ route to persuasion uses logic and careful analysis of arguments to convince a highly involved, motivated, and attentive audience.

A) central
B) peripheral
C) circuitous
D) educated

Question 66

Emotional conflicts are _____; role conflicts are _____.

A) primary; secondary
B) task-focused; individual-focused
C) personal; impersonal
D) approach-avoidant; approach-approach or avoidant-avoidant

Question 67

The _____ route to persuasion uses irrelevant or extraneous factors to convince an uninvolved, unmotivated, and inattentive audience.

A) circuitous
B) extraneous
C) central
D) peripheral

Question 68

_____ conflict involves disagreements that arise over feelings of anger, mistrust, dislike, fear, etc.

A) Personal style and Value
B) Irrational
C) Petty
D) Impersonal

Question 69

This is the personality trait that reflects the extent to which people engage in and enjoy effortful thought processing.

A) Need for cognition
B) Need for achievement
C) Thoughtful cognition
D) Central processing

Question 70

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. This is an example of conflict due to _____.

A) the Oedipus conflict
B) limited resources
C) role differences
D) personality differences

Question 71

A hospital administrator wants a psychologist to discharge a patient who could still be a danger to himself because the patient's insurance has run out. This is an example of conflict due to _____.

A) personality differences
B) role conflict
C) discrimination
D) goal differences

Question 72

_____ conflict occurs when it brings important problems to the surface, providing opportunities to solve them.

A) Functional
B) Preliminary
C) Prospective
D) Positive

Question 73

This is NOT one of the ways described in your text for minimizing cultural clashes.

A) Examine your thought processes
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

Question 74

Asking an employee to report his or her employer's absences and late arrivals to upper management is an example of _____.

A) limited resources
B) dysfunctional conflict
C) authoritative command
D) role conflict

Question 75

Imelda can't decide which pair of shoes to wear today. Several pairs would look perfect with her outfit. This is an example of _____.

A) a shoe fetish
B) substantive conflict
C) interpersonal conflict
D) intrapersonal conflict

Question 76

A stronger and more durable attitude change is more likely when the _____ route to persuasion is used.

A) peripheral
B) central
C) extemporaneous
D) elaborative

Question 77

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.

A) low-balling
B) high-balling
C) bait-and-switch
D) fish-or-cut-bait

Question 78

_____ conflict involves disagreement over goals to pursue or the means to achieve them.

A) Organizational
B) Role
C) Intrapersonal
D) Emotional

Question 79

This is an example of interpersonal conflict.

A) Person A wants yellow walls, Person B wants blue ones.
B) Department A says the failure was Department B's fault; Department B blamed Department A.
C) Company A wants your business; so does Company B.
D) All of these options

Question 80

_____ conflict occurs when individuals or groups have, or believe they have, opposing interests, which become the source of damage to relationships.

A) Oppositional
B) Negative
C) Dysfunctional
D) Work