CHAPTER 15
LIVING PSYCHOLOGY IN A
GLOBAL ECOMONY
 EXPANDED LEARNING OUTCOMES 
Textbook Core LO: What are the major elements of communication and nonverbal
communication?
1. Define communication and describe the seven elements important in the communication
process (pp. 583-586).
2. Define nonverbal communication and describe the importance of gestures, body
language, proxemics, paralanguage, and gender differences in this form of
communication (pp. 587-591).
Textbook Core LO: What are the essentials of good leadership?
3. Define leadership and explain the trait perspective regarding great leaders (pp. 592-595).
4. Describe the situation approach to great leadership, and compare the three major styles of
leaders (pp. 595-596).
5. Describe the functional perspective regarding leadership, and compare task- versus
relationship-oriented leadership (pp. 596-597).
6. Describe the five bases/sources of power among leaders (pp. 597-598).
Textbook Core LO: How are people persuaded, and how can I become more persuasive?
7. Describe the four major elements of persuasion (pp. 600-604).
8. Contrast the central and peripheral routes to persuasion (pp. 605-606).
Textbook Core LO: What is conflict? Is it ever good?
9. Define conflict and compare dysfunctional and functional types of conflict (p. 607-608).
10. Describe cultural conflicts and three ways to minimize the effects of cultural differences (pp. 608609).
11. Differentiate between intra- and interpersonal conflict and describe how this can affect persons
and organizations (pp. 609-610).
12. Describe five causes of conflict (pp. 610-612).
Textbook Core LO: How can I improve my communication and conflict resolution skills?
13. Describe six blocks to good communication (pp. 613-615).
14. Describe three strategies and skills for improving communication, including the five
components related to effective feedback (pp. 615-616).
15. Describe five ways to resolve conflict (pp. 617-618).
16. Contrast passive, aggressive, and assertive behaviors; state six of the rights listed in the
Assertiveness Bill of Rights; and describe four tips for saying no (pp. 618-620).
PAGE 598
LIVING PSYCHOLOGY IN A GLOBAL ECONOMY
 CHAPTER 15 OUTLINE 
LIVING PSYCHOLOGY IN A GLOBAL ECONOMY
Module 15.1: Communication
 The Nature Of Communication
 Nonverbal Communication
 Male/ Female Differences In
Communication
Module 15.2: Leadership
 Trait Perspective
 Situational Approach
 Functional Perspective
 Leadership and Bases of Power
Module 15. 4: Conflict
 Identifying Conflict
 Causes Of Conflict
Module 15.5: Improving
Communication and Coping
with Conflict
 Communication Skills
 Conflict Resolution Skills
Applying Psychology to Everyday
Life: Are You Passive, Aggressive,
or Assertive?
Module 15.3: Persuasion
 Elements Of Persuasion
 Routes To Persuasion
 ICON KEY 
A checkmark designates the first question for each new LEARNING OBJECTIVE
in the current chapter.
A key designates the first question related to a KEY TERM. All other questions for
that key term are grouped together immediately following that question.
An open book designates each REVIEW QUESTION exactly as it appears in the
Check & Review sections of the chapter.
A smiley face designates a JUST FOR FUN question. (Note: Several questions
distributed throughout each chapter contain single just-for-fun answers, but are not
marked with this icon.)
Copyright ©2005 by John Wiley & Sons, Inc
CHAPTER 15
PAGE 599
 MULTIPLE CHOICE QUESTIONS 
COMMUNICATION
1.
The interdependent process of sending, receiving, and understanding
messages is the definition of _____.
a.
persuasion
b.
communication
c.
encoding
d.
decoding
ANS: B
TYPE: FACTUAL
OBJ(S): 1
TEXT: p. 583
2.
This is NOT one of the seven important elements in communication
described in your text.
a.
language
b.
encoding and decoding
c.
channels
d.
noise
ANS: A
TYPE: FACTUAL
OBJ(S): 1
TEXT: p. 584
3.
Brenda asks her employer for a raise. In the communication process, Brenda
is a(n) _____, and her boss is a(n) _____.
a.
requestor; refuser
b.
decoder; encoder
c.
asserter; aggressor
d.
sender; receiver
4.
_____ is translating or interpreting the meaning of a message.
a.
Encoding
b.
Channeling
c.
Decoding
d.
Receiving
5.
Messages are communicated through _____.
a.
sensory channels
b.
environmental channels
c.
voice, vision, touch, letters, email, phone calls, etc.
d.
all of these options
6.
This is NOT an environmental communication channel.
a.
the speaker’s voice
b.
television
c.
a public speech
d.
email
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
Copyright ©2005 by John Wiley & Sons, Inc
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LIVING PSYCHOLOGY IN A GLOBAL ECONOMY
7.
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
ANS: B
TYPE: APPLIED
OBJ(S): 1
TEXT: p. 584
8.
According to your text, _____ channels are the backbone of any successful
business.
a.
formal and informal
b.
lateral and informal
c.
downward and formal
d.
upward and informal
ANS: B
TYPE: FACTUAL
OBJ(S): 1
TEXT: p. 584
9.
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
10.
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.
paralanuage
11.
The context of a communication involves _____.
a.
the physical setting
b.
relationship issues
c.
psychological and sociocultural factors
d.
all of these options
12.
This is NOT an example of an emotional expression on the internet.
a.
:-)
b.
:-(
c.
)<:<
d.
>:-(
Copyright ©2005 by John Wiley & Sons, Inc
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
CHAPTER 15
PAGE 601
13.
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
ANS: A
TYPE: FACTUAL
OBJ(S): 2
TEXT: p. 587
14.
This is NOT an element of nonverbal communication.
a.
clothing
b.
personal space
c.
email messages
d.
kinesics
ANS: C
TYPE: FACTUAL
OBJ(S): 2
TEXT: p. 587
15.
Research has found that _____ percent of an overall message is
communicated nonverbally.
a.
90
b.
more than 50
c.
10
d.
less than 50
ANS: B
TYPE: FACTUAL
OBJ(S): 2
TEXT: p. 587
16.
According to research, 90% of _____ is transmitted nonverbally.
a.
attitude
b.
cognitive meaning
c.
the entire message
d.
emotional content
ANS: D
TYPE: FACTUAL
OBJ(S): 2
TEXT: p. 587
17.
With regard to mismatched messages, research finds that people pay more
attention to _____ dimensions.
a.
positive
b.
nonverbal
c.
verbal
d.
negative
18.
This is a form of nonverbal communication using gestures and body
language.
a.
sign language
b.
proxemics
c.
somatic signaling
d.
kinesics
19.
Kristin frowns at her teacher during class and sits with her arms tightly
crossed. What element of nonverbal communication is she using?
a.
paralanuage
b.
proxemics
c.
sensory channels
d.
kinesics
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
Copyright ©2005 by John Wiley & Sons, Inc
PAGE 602
LIVING PSYCHOLOGY IN A GLOBAL ECONOMY
20.
This is NOT a universal gesture.
a.
circling the index finger and thumb to mean “okay”
b.
nodding the head up and down to mean “yes”
c.
shaking the head back and forth to mean “no”
d.
a closed fist with thumb turned down to mean “no good”
ANS: A
TYPE: FACTUAL
OBJ(S): 2
TEXT: p. 588
21.
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
ANS: A
TYPE: FACTUAL
OBJ(S): 2
TEXT: p. 588
22.
This is NOT one of Hall’s North American “personal space” categories.
a.
intimate
b.
social
c.
environmental
d.
public
ANS: C
TYPE: FACTUAL
OBJ(S): 2
TEXT: p. 589
23.
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
ANS: B
TYPE: FACTUAL
OBJ(S): 2
TEXT: p. 589
24.
This space is reserved for friends and acquaintances and ordinary
conversations.
a.
social distance
b.
intimate distance
c.
public distance
d.
personal distance
ANS: D
TYPE: FACTUAL
OBJ(S): 2
TEXT: p. 589
25.
Personal space norms differ between _____.
a.
cultures
b.
men and women
c.
adults and children
d.
all of these options
26.
“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
Copyright ©2005 by John Wiley & Sons, Inc
ANS: D
TYPE: FACTUAL
OBJ(S): 2
TEXT: p. 589
ANS: A
TYPE: FACTUAL
OBJ(S): 2
TEXT: p. 589
CHAPTER 15
PAGE 603
27.
Research has shown that, on average, 38% of communication is contained
in the _____.
a.
atmosphere
b.
paralanguage
c.
words
d.
voice box
ANS: B
TYPE: FACTUAL
OBJ(S): 2
TEXT: p. 589
28.
Someone comments, “You’re a laugh a minute.” You can’t understand the
meaning of this without knowledge and understanding of _____.
a.
gender differences
b.
proxemics
c.
context
d.
paralanguage
ANS: D
TYPE: FACTUAL
OBJ(S): 2
TEXT: p. 590
29.
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
ANS: A
TYPE: APPLIED
OBJ(S): 2
TEXT: p. 590
30.
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 _____.
a.
androgynous
b.
male
c.
female
d.
gender confused
ANS: B
TYPE: APPLIED
OBJ(S): 2
TEXT: Pp. 590-91
31.
Follow-up 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
ANS: C
TYPE: FACTUAL
OBJ(S): 2
TEXT: pp. 590-91
LEADERSHIP
32.
Using interpersonal influence to inspire or persuade others to support the
goals and perform the tasks desired by the leader is called _____.
a.
manipulation
b.
persuasion
c.
power
d.
leadership
ANS: D
TYPE: FACTUAL
OBJ(S): 3
TEXT: p. 592
Copyright ©2005 by John Wiley & Sons, Inc
PAGE 604
LIVING PSYCHOLOGY IN A GLOBAL ECONOMY
33.
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 _____
a.
a chain of command
b.
informal leadership
c.
informal power
d.
family power
ANS: B
TYPE: APPLIED
OBJ(S): 3
TEXT: p. 592
34.
Which of the following is NOT one of the three major perspectives
attempting to explain leadership?
a.
charismatic
b.
trait
c.
situational
d.
functional
ANS: A
TYPE: FACTUAL
OBJ(S): 3
TEXT: p. 592
35.
The belief that leadership results from specific inherited personality traits is
known as the _____ theory.
a.
natural born leader
b.
instinctive leadership
c.
great person
d.
XYZ
ANS: C
TYPE: FACTUAL
OBJ(S): 3
TEXT: p. 593
36.
This trait is NOT linked to successful leadership.
a.
ruthlessness
b.
self-confidence
c.
flexibility
d.
expertise
ANS: A
TYPE: FACTUAL
OBJ(S): 3
TEXT: p. 593
37.
This is probably the single most important quality of successful leaders.
a.
creativity
b.
flexibility
c.
cognitive ability
d.
honesty and integrity
ANS: B
TYPE: FACTUAL
OBJ(S): 3
TEXT: p. 593
38.
Recent findings suggest that the _____ dimensions of personality are
associated with leadership.
a.
OCEAN
b.
BEACH
c.
GPT
d.
XYZ
ANS: A
TYPE: FACTUAL
OBJ(S): 3
TEXT: p. 594
Copyright ©2005 by John Wiley & Sons, Inc
CHAPTER 15
39.
_____ leaders possess a compelling vision that transforms follower’s beliefs,
values, or goals.
a.
Formal
b.
Informal
c.
Charismatic
d.
Self-actualized
40.
Presidential effectiveness has been linked to _____.
a.
Watergate
b.
Monica-gate
c.
peanut farming
d.
charisma
41.
This is NOT identified as a trait associated with charismatic leaders.
a.
self-sacrifice from both leaders and their followers
b.
formal communication
c.
a stirring personality style
d.
a stirring vision
42.
Which of the following persons was NOT charismatic?
a.
Martin Luther King
b.
Winston Churchill
c.
Adolph Hitler
d.
all of these persons were charismatic
43.
With regard to explaining leadership, the situational approach says
leadership is related to the concept of _____.
a.
“right makes might”
b.
“might makes right”
c.
“the right person, in the right place, at the right time”
d.
“the right stuff”
44.
A(n) _____ leader emerges during times of crisis, makes all decisions,
assigns tasks, and demands full obedience.
a.
Theory Z
b.
participative
c.
Theory Y
d.
autocratic
45.
A(n) _____ leader encourages group discussion and decision-making
through consensus building.
a.
democratic
b.
Theory X
c.
authoritarian
d.
all of these options
PAGE 605
ANS: 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
Copyright ©2005 by John Wiley & Sons, Inc
PAGE 606
LIVING PSYCHOLOGY IN A GLOBAL ECONOMY
46.
Douglas McGregor is associated with which of the following theories?
a.
Theory X and Theory Y
b.
Theory Y and Theory Z
c.
Theory XYZ
d.
none of these options
ANS: A
TYPE: FACTUAL
OBJ(S): 4
TEXT: p. 595
47.
A Theory _____ manager believes that employees like to work, are
industrious, seek responsibility, and can exercise self-direction.
a.
ABC
b.
XYZ
c.
X
d.
Y
ANS: D
TYPE: FACTUAL
OBJ(S): 4
TEXT: p. 595
48.
A Theory _____ manager believes that employees dislike work, are lazy,
avoid responsibility, and must be prodded to perform.
a.
DUD
b.
X
c.
BAD
d.
LAZ-Y
49.
If you were a Theory X manager you might do which of the following with
your employees?
a.
supervise employees closely
b.
provide bonuses and commissions to motivate workers
c.
assign work quotas
d.
all of these options
50.
Studies have shown that _____ leadership increases both efficiency and job
satisfaction.
a.
laissez-faire
b.
Theory Y
c.
Theory X
d.
autocratic
51.
A(n) _____ leader is minimally involved in decision-making, and
encourages workers to make their own decisions and manage themselves.
a.
democratic
b.
participative
c.
laissez-faire
d.
all of these options
Copyright ©2005 by John Wiley & Sons, Inc
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
CHAPTER 15
PAGE 607
52.
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 _____.
a.
democratic
b.
autocratic
c.
relationship-oriented
d.
laissez-faire
53.
The _____ approach to leadership suggests that a leader is task-oriented or
relationship-oriented depending on the needs of the group.
a.
flexible
b.
functional
c.
laissez-faire
d.
interpersonal
54.
A leader who keeps the group focused on reaching a particular goal is
_____.
a.
autocratic
b.
task-oriented
c.
problem-focused
d.
solution-oriented
55.
A leader who helps maintain group morale, satisfaction, and motivation is
_____.
a.
functional
b.
democratic
c.
relationship-oriented
d.
participative
56.
When a work group is unhappy, and feels out of control, the best
leadership style to take would be _____.
a.
laissez-faire
b.
participative
c.
relationship-oriented
d.
task-oriented
57.
This is NOT one of French and Raven’s bases of leader power.
a.
referent
b.
autocratic
c.
legitimate
d.
reward
ANS: B
TYPE: FACTUAL
OBJ(S): 6
TEXT: pp. 597-98
58.
Which of the following is INCORRECTLY matched?
a.
legitimate power: police officer
b.
expert power: president
c.
referent power: movie star
d.
reward power: bonuses
ANS: B
TYPE: FACTUAL
OBJ(S): 6
TEXT: pp. 597-98
ANS: 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
Copyright ©2005 by John Wiley & Sons, Inc
PAGE 608
LIVING PSYCHOLOGY IN A GLOBAL ECONOMY
59.
Legitimate power is based on _____.
a.
the ability to reward desired behavior
b.
the ability to punish undesirable behavior
c.
the credibility of a job title
d.
experience and expertise
60.
_____ power is based on experience.
a.
Legitimate
b.
Referent
c.
Authoritative
d.
Expert
61.
Identification with others, such as movie stars, athletes, or friends, is the
basis for _____ power.
a.
reward
b.
referent
c.
expert
d.
superficial
62.
A teacher’s power to grade, a supervisor’s power to promote, and a
parent’s power to praise are all examples of _____ power.
a.
coercive
b.
legitimate
c.
reward
d.
referent
63.
When a parent “grounds” a teenager, or a police officer gives a ticket, they
are using their _____ power.
a.
legitimate
b.
coercive
c.
referent
d.
relationship
ANS: 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
PERSUASION
64.
Communication that is intended to change attitudes is called _____.
a.
rhetoric
b.
bullying
c.
persuasion
d.
dissuasion
ANS: C
TYPE: FACTUAL
OBJ(S): 7
TEXT: p. 600
65.
Which of the following is NOT a component of persuasion?
a.
when
b.
who
c.
what
d.
how
ANS: A
TYPE: FACTUAL
OBJ(S): 7
TEXT: p. 601
Copyright ©2005 by John Wiley & Sons, Inc
CHAPTER 15
PAGE 609
66.
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.
a.
Madonna; life insurance
b.
John Travolta; Disneyland
c.
Oprah; a new book
d.
Julia Roberts; perfume
ANS: A
TYPE: APPLIED
OBJ(S): 7
TEXT: p. 601
67.
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
ANS: C
TYPE: FACTUAL
OBJ(S): 7
TEXT: p. 601
68.
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
ANS: D
TYPE: APPLIED
OBJ(S): 7
TEXT: p. 601
69.
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
ANS: B
TYPE: FACTUAL
OBJ(S): 7
TEXT: p. 601
70.
_____ inoculate an audience to possible rebuttals to an argument, thus
decreasing their impact.
a.
Persuasions
b.
Two-sided arguments
c.
Emotional arguments
d.
Rational arguments
71.
Two-sided arguments _____.
a.
give the appearance of fairness
b.
are designed to show inherent flaws in the “other” side
c.
allow for a rebuttal to the “other” side
d.
all of these options
ANS: B
TYPE: FACTUAL
OBJ(S): 7
TEXT: p. 601
ANS: D
TYPE: FACTUAL
OBJ(S): 7
TEXT: pp. 601-02
Copyright ©2005 by John Wiley & Sons, Inc
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LIVING PSYCHOLOGY IN A GLOBAL ECONOMY
72.
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.
a.
logical
b.
reasonable
c.
emotional
d.
two-sided
ANS: C
TYPE: FACTUAL
OBJ(S): 7
TEXT: p. 602
73.
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
ANS: D
TYPE: FACTUAL
OBJ(S): 7
TEXT: p. 602
74.
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
b.
use a highly credible expert and focus on how your product will
impact their lives
c.
provide a two-sided argument
d.
appeal to logic and reason
75.
This increases familiarity with something, which increases your positive
attitude toward it.
a.
classical conditioning
b.
repeated exposure
c.
audience analysis
d.
two-sided arguments
ANS: B
TYPE: FACTUAL
OBJ(S): 7
TEXT: p. 603
76.
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.
a.
classical conditioning
b.
operant conditioning
c.
repeated exposure
d.
the bait-and-switch technique
ANS: A
TYPE: FACTUAL
OBJ(S): 7
TEXT: p. 603
77.
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
ANS: D
TYPE: FACTUAL
OBJ(S): 7
TEXT: p. 603
Copyright ©2005 by John Wiley & Sons, Inc
ANS: A
TYPE: FACTUAL
OBJ(S): 7
TEXT: pp. 601-02
CHAPTER 15
PAGE 611
78.
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
ANS: C
TYPE: FACTUAL
OBJ(S): 7
TEXT: p. 603
79.
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
ANS: B
TYPE: FACTUAL
OBJ(S): 7
TEXT: p. 603
80.
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
81.
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
82.
_____ 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
83.
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
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
Copyright ©2005 by John Wiley & Sons, Inc
PAGE 612
LIVING PSYCHOLOGY IN A GLOBAL ECONOMY
84.
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
85.
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
86.
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
87.
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
88.
The _____ route to persuasion uses irrelevant or extraneous factors (e.g.,
attractiveness) to convince an uninvolved, unmotivated, and inattentive
audience.
a.
circuitous
b.
extraneous
c.
central
d.
peripheral
ANS: D
TYPE: FACTUAL
OBJ(S): 8
TEXT: p. 605
89.
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
ANS: B
TYPE: FACTUAL
OBJ(S): 8
TEXT: p. 605
Copyright ©2005 by John Wiley & Sons, Inc
ANS: 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
CHAPTER 15
90.
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
PAGE 613
ANS: A
TYPE: FACTUAL
OBJ(S): 8
TEXT: p. 606
CONFLICT
91.
_____ is having to choose between two or more competing goals.
a.
Conflict
b.
Controversy
c.
Persuasion
d.
Nonconformity
ANS: A
TYPE: FACTUAL
OBJ(S): 9
TEXT: p. 607
92.
_____ conflict occurs when individuals or groups have, or believe they have,
opposing interests, which become the source for damage to relationships and
performance.
a.
Oppositional
b.
Negative
c.
Dysfunctional
d.
Work
ANS: C
TYPE: FACTUAL
OBJ(S): 9
TEXT: p. 607
93.
_____ conflict occurs when it brings important problems to the surface,
providing opportunities to solve them, improving relationships and
performance.
a.
Functional
b.
Preliminary
c.
Prospective
d.
Positive
ANS: A
TYPE: FACTUAL
OBJ(S): 9
TEXT: p. 608
94.
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
ANS: D
TYPE: FACTUAL
OBJ(S): 10
TEXT: p. 608
95.
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
ANS: B
TYPE: FACTUAL
OBJ(S): 10
TEXT: pp. 608-09
Copyright ©2005 by John Wiley & Sons, Inc
PAGE 614
LIVING PSYCHOLOGY IN A GLOBAL ECONOMY
96.
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 _____.
a.
a shoe fetish
b.
substantive conflict
c.
interpersonal conflict
d.
intrapersonal conflict
97.
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
ANS: D
TYPE: FACTUAL
OBJ(S): 11
TEXT: p. 610
98.
_____ conflict involves disagreement over goals to pursue or the means to
achieve them.
a.
Organizational
b.
Substantive
c.
Intrapersonal
d.
Emotional
ANS: B
TYPE: FACTUAL
OBJ(S): 11
TEXT: p. 610
99.
_____ conflict involves disagreements that arise over feelings of anger,
mistrust, dislike, fear, etc.
a.
Emotional
b.
Irrational
c.
Petty
d.
Impersonal
ANS: A
TYPE: FACTUAL
OBJ(S): 11
TEXT: p. 610
100. If an employee disagreed with management over whether jobs should be
outsourced to other countries, this would be an example of a(n) _____
conflict.
a.
intrapersonal
b.
emotional
c.
substantive
d.
dysfunctional
101. Emotional conflicts are _____; substantive conflicts are _____.
a.
primary; secondary
b.
impersonal; personal
c.
person-focused; task-focused
d.
approach-avoidant; approach-approach or avoidant-avoidant
102. In a small family business, father and son argue constantly because the son
is always forgetting to turn off the light when he leaves a room, thus wasting
electricity. This is an example of conflict due to _____.
a.
unresolved Oedipus issues
b.
limited resources
c.
role differences
d.
personality differences
Copyright ©2005 by John Wiley & Sons, Inc
ANS: D
TYPE: APPLIED
OBJ(S): 11
TEXT: p. 609
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
CHAPTER 15
103. 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
104. 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 _____.
a.
limited resources
b.
role conflict
c.
personality differences
d.
goal differences
105. 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.
a.
value differences
b.
limited resources
c.
substantive emotions
d.
goal differences
106. Conflict that makes workers feel like they must choose between their
morals, self-respect, safety, and their job is known as _____.
a.
role violations
b.
substantive conflict
c.
goal differences
d.
discrimination or harassment
PAGE 615
ANS: 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
IMPROVING COMMUNICATION AND COPING WITH CONFLICT
107. 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
108. This is NOT true about 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.
ANS: D
TYPE: APPLIED
OBJ(S): 13
TEXT: p. 613
ANS: B
TYPE: FACTUAL
OBJ(S): 13
TEXT: p. 614
Copyright ©2005 by John Wiley & Sons, Inc
PAGE 616
LIVING PSYCHOLOGY IN A GLOBAL ECONOMY
109. 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”
ANS: B
TYPE: APPLIED
OBJ(S): 13
TEXT: p. 614
110. 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 _____.
a.
semantic contradictions
b.
physical distractions
c.
a mixed message
d.
paralinguistic cues
ANS: C
TYPE: FACTUAL
OBJ(S): 13
TEXT: p. 614
111. Telling someone you love them, while you flirt with your best friend’s
spouse, is an example of _____.
a.
game playing
b.
semantic encoding
c.
a mixed message
d.
poor taste
ANS: C
TYPE: FACTUAL
OBJ(S): 13
TEXT: p. 614
112. 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
ANS: A
TYPE: FACTUAL
OBJ(S): 13
TEXT: p. 615
113. Email and cell phones have contributed to the _____ barrier to
communication.
a.
perceptual set
b.
communication overload
c.
semantics
d.
proxemics
ANS: B
TYPE: FACTUAL
OBJ(S): 13
TEXT: p. 615
114. 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
ANS: B
TYPE: APPLIED
OBJ(S): 14
TEXT: p. 615
Copyright ©2005 by John Wiley & Sons, Inc
CHAPTER 15
PAGE 617
115. 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
ANS: A
TYPE: FACTUAL
OBJ(S): 14
TEXT: p. 615
116. Empathic listening includes all the following EXCEPT _____.
a.
focusing on the other person
b.
being nonjudgmental
c.
evaluating motives
d.
responding sensitively
ANS: C
TYPE: FACTUAL
OBJ(S): 14
TEXT: p. 615
117. 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
ANS: D
TYPE: FACTUAL
OBJ(S): 14
TEXT: p. 616
118. Which of the following is the BEST example of appropriate feedback?
a.
“Sometimes you act like such a jerk!”
b.
“Please don’t stick your tongue out at me. I don’t like it!”
c.
“Maybe you should get a personality transplant!”
d.
“Don’t ever act like that again!”
ANS: B
TYPE: APPLIED
OBJ(S): 14
TEXT: p. 616
119. According to your text, these are the four “dirty words” of feedback to
avoid.
a.
“Let’s just be friends.”
b.
“Right back at you.”
c.
“maybe, okey-dokey, right-on, whatever”
d.
“should, ought, always, never”
ANS: D
TYPE: FACTUAL
OBJ(S): 14
TEXT: p. 616
120. Pretending that a conflict does not exist is _____.
a.
called avoidance
b.
counterproductive
c.
the fastest and easiest approach to resolution
d.
psychotic
ANS: A
TYPE: FACTUAL
OBJ(S): 15
TEXT: p. 617
Copyright ©2005 by John Wiley & Sons, Inc
PAGE 618
LIVING PSYCHOLOGY IN A GLOBAL ECONOMY
121. Accommodation is a good approach to conflict resolution in which of the
following examples?
a.
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.
b.
Several departments are fighting over what color their company’s
logo should be.
c.
Accounting says there are insufficient funds for a project if it is
delayed; city inspectors say they cannot get to the site in the next
month, which will delay the project.
d.
A number of employees want their company to honor a non-Christian
religious holiday, or to stop honoring Christmas and Easter.
ANS: B
TYPE: APPLIED
OBJ(S): 15
TEXT: p. 617
122. When resources are limited, or there is not enough time to solve all parts of
a complex problem, _____ may be the best solution.
a.
compromise
b.
the wait-and-see approach
c.
avoidance
d.
accommodation
ANS: A
TYPE: FACTUAL
OBJ(S): 15
TEXT: p. 617
123. The authoritative command approach ______.
a.
results in one or more parties believing their needs were ignored
b.
may lead to higher-level conflicts in the future
c.
are best when quick, decisive, but unpopular actions are necessary
d.
all of these options
ANS: D
TYPE: FACTUAL
OBJ(S): 15
TEXT: p. 617
124. The “win-win” approach to conflict resolution is most often associated with
_____.
a.
accommodation
b.
avoidance
c.
compromise
d.
collaboration
ANS: D
TYPE: FACTUAL
OBJ(S): 15
TEXT: pp. 617-18
125. Which of the following is a passive response?
a.
“You go ahead. I really didn’t want that seat anyway.”
b.
“Please move over, I was sitting there.”
c.
“Here, take my seat—you have more packages than I do.”
d.
“Hey, that was my chair!”
ANS: A
TYPE: APPLIED
OBJ(S): 16
TEXT: p. 618
126. Which of the following is an aggressive response?
a.
“You are in my seat.”
b.
“Get out of my chair, jerk!”
c.
“This is the third time I have had to ask you to sit elsewhere. What’s
the deal?”
d.
“No, I do not want to change seats with you.”
ANS: B
TYPE: APPLIED
OBJ(S): 16
TEXT: p. 618
Copyright ©2005 by John Wiley & Sons, Inc
CHAPTER 15
PAGE 619
127. Standing up for your rights without infringing on the rights of others is
called _____.
a.
collaboration
b.
compromise
c.
assertiveness
d.
win-win aggression
ANS: C
TYPE: FACTUAL
OBJ(S): 16
TEXT: p. 618
128. Which of the following people is demonstrating assertiveness?
a.
Damian passes a long line of cars at a freeway offramp to cut in near
the front of the line.
b.
Darrell decides it is inappropriate to demand a raise, after five years at
his current pay level.
c.
Franklin politely and firmly tells his boss he is not interested in dating
her.
d.
all of these options
ANS: C
TYPE: APPLIED
OBJ(S): 16
TEXT: p. 618
129. This is NOT one of the items on the “Assertiveness Bill of Rights.” The
right to _____.
a.
judge your own behavior, thoughts, and emotions
b.
change your mind
c.
demand reasons for others’ bad behavior
d.
make mistakes
130. This is NOT one of the tips for saying “no” assertively.
a.
use a loud voice
b.
make eye contact
c.
be persistent
a.
maintain a firm and relaxed body posture
ANS: C
TYPE: FACTUAL
OBJ(S): 16
TEXT: p. 620
ANS: A
TYPE: FACTUAL
OBJ(S): 16
TEXT: p. 620
 TRUE OR FALSE QUESTIONS 
1.
Messages reach the receiver via environmental channels such as seeing,
hearing, or touching.
a.
true
b.
false
2.
Downward and formal channels of information are the backbone of any
successful business.
a.
true
b.
false
3.
The physical setting, relationship issues, psychological climate, and
sociocultural factors make up the “noise” which may interfere with or
enhance communication.
a.
true
b.
false
ANS: B
OBJ(S): 1
TEXT: p. 584
ANS: B
OBJ(S): 1
TEXT: p. 584
ANS: B
OBJ(S): 1
TEXT: p. 585
Copyright ©2005 by John Wiley & Sons, Inc
PAGE 620
LIVING PSYCHOLOGY IN A GLOBAL ECONOMY
4.
Using all capital letters in an email is considered to be rude because it
implies shouting.
a.
true
b.
false
5.
The nonverbal dimension is responsible for up to 90% of the emotional
content of a communication.
a.
true
b.
false
6.
Kinesics, proxemics, and paralanguage are all components of verbal
communications.
a.
true
b.
false
7.
Forming a circle with your thumb and index finger is a universal sign for
approval.
a.
true
b.
false
ANS: B
OBJ(S): 2
TEXT: p. 588
8.
Nodding your head up and down would indicate agreement in nearly all
cultures.
a.
true
b.
false
ANS: A
OBJ(S): 2
TEXT: p. 588
9.
South Americans tend to stand closer to others than do North Americans.
a.
true
b.
false
ANS: A
OBJ(S): 2
TEXT: p. 589
10.
In North America, an intimate personal distance between people would
measure approximately 18 inches.
a.
true
b.
false
11.
The pace, pitch, and volume at which words are spoken are known as the
proxemics of communication.
a.
true
b.
false
12.
A subtle increase in pitch at the end of a sentence always implies
nervousness or uncertainty.
a.
true
b.
false
13.
Research confirms that men more often use speech to convey information
whereas women use speech to achieve and share intimacy.
a.
true
b.
false
Copyright ©2005 by John Wiley & Sons, Inc
ANS: 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: 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
CHAPTER 15
PAGE 621
14.
Replications of Tannen’s gender communication research suggests that there
are moderate to strong differences between how the sexes communicate.
a.
true
b.
false
15.
Great leaders are born, not made.
a.
true
b.
false
16.
Contrary to popular opinion, honesty and integrity are not considered
important traits in a great leader.
a.
true
b.
false
ANS: B
OBJ(S): 3
TEXT: p. 593
17.
Flexibility may be the single most important quality of successful leaders.
a.
true
b.
false
ANS: A
OBJ(S): 3
TEXT: p. 593
18.
To be charismatic a leader must use his or her visionary ideas to achieve
admirable, moral goals.
a.
true
b.
false
19.
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.
a.
true
b.
false
20.
“I’m not paying you to think,” is most likely to be said by a leader with a
laissez-faire style.
a.
true
b.
false
ANS: B
OBJ(S): 4
TEXT: p. 596
21.
A Theory X manager is more likely than a Theory Y manager to keep a
close watch on her workers.
a.
true
b.
false
ANS: A
OBJ(S): 4
TEXT: p. 596
22.
Efficiency and job satisfaction tend to be greater under the leadership of a
Theory Y manager.
a.
true
b.
false
ANS: A
OBJ(S): 4
TEXT: p. 596
23.
Task-oriented leaders are more important to the functioning of a group than
are relationship-oriented leaders.
a.
true
b.
false
ANS: B
OBJ(S): 2
TEXT: p. 591
ANS: B
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): 5
TEXT: p. 596
Copyright ©2005 by John Wiley & Sons, Inc
PAGE 622
LIVING PSYCHOLOGY IN A GLOBAL ECONOMY
24.
When workers are very unhappy and the situation is out of control, the
relationship-oriented leader is more effective than the task-oriented leader.
a.
true
b.
false
25.
The five bases of power include: legitimacy, expertise, self-appointment,
coercion, and instrumental.
a.
true
b.
false
26.
Your supervisor tells you that you have to work on the holiday. This is an
example of his use of legitimate power.
a.
true
b.
false
27.
Physicians, lawyers, and plumbers all operate primarily from a legitimate
power base.
a.
true
b.
false
28.
Managers who overuse their reward power base risk a decrease in its
effectiveness.
a.
true
b.
false
ANS: A
OBJ(S): 6
TEXT: p. 598
29.
Low morale, resentment, revenge, counterproductive behaviors, and higher
employee turnover are strongly correlated with the overuse of the referent
power base.
a.
true
b.
false
ANS: B
OBJ(S): 6
TEXT: p. 598
30.
Who, what, to whom, and how make up the major elements of persuasion.
a.
true
b.
false
ANS: A
OBJ(S): 7
TEXT: p. 601
31.
Two-sided arguments are often more effective than one-sided arguments in
persuading others.
a.
true
b.
false
ANS: A
OBJ(S): 7
TEXT: pp. 601-02
32.
Politicians plaster signs with just their names on them all over town because
they know that voters are affected by classical conditioning.
a.
true
b.
false
ANS: B
OBJ(S): 7
TEXT: p. 603
Copyright ©2005 by John Wiley & Sons, Inc
ANS: 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
CHAPTER 15
PAGE 623
33.
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.
a.
true
b.
false
ANS: B
OBJ(S): 7
TEXT: p. 603
34.
The foot-in-the-door technique probably works because of a shift in selfperception as someone who is a helper.
a.
true
b.
false
ANS: A
OBJ(S): 7
TEXT: p. 603
35.
The foot-in-the-door, door-in-the-face, and bait-and-switch techniques of
persuasion are inherently unethical and immoral to use.
a.
true
b.
false
ANS: B
OBJ(S): 7
TEXT: pp. 603-04
36.
Regardless of audience and situation, research has demonstrated that the
central route to persuasion is more effective than the peripheral route.
a.
true
b.
false
ANS: B
OBJ(S): 8
TEXT: p. 605
37.
Dysfunctional or destructive conflict has no solution.
a.
true
b.
false
38.
Emotional conflicts are personal, whereas substantive conflicts are both
personal and task-focused.
a.
true
b.
false
ANS: B
OBJ(S): 9
TEXT: p. 610
39.
When Timothy was asked by a customer to accept a return that clearly
violates company policy, he was experiencing a role conflict.
a.
true
b.
false
ANS: A
OBJ(S): 9
TEXT: p. 611
40.
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.
a.
true
b.
false
ANS: A
OBJ(S): 13
TEXT: p. 614
41.
Active listening requires that the listener not speak, or limit speech to
reflecting what they have heard.
a.
true
b.
false
ANS: B
OBJ(S): 14
TEXT: p. 615
ANS: B
OBJ(S): 9
TEXT: p. 607
Copyright ©2005 by John Wiley & Sons, Inc
PAGE 624
LIVING PSYCHOLOGY IN A GLOBAL ECONOMY
42.
Feedback is important in communication, and requires that the listener tell
the truth, even when it may demean the other person.
a.
true
b.
false
43.
F---, d---, c---, and s--- are the four “dirty words” your textbook author says
should never be used in effective communications.
a.
true
b.
false
44.
Avoidance is the worst approach to conflict resolution, and should be never
be used.
a.
true
b.
false
45.
Agreeing to disagree is a legitimate method of resolving relatively minor
conflicts when people agree on the most major goals and objectives.
a.
true
b.
false
46.
The ideal conflict resolution strategy is collaboration.
a.
true
b.
false
47.
According the “Assertive Bill of Rights,” you have the right to demand the
reason why someone has treated you badly.
a.
true
b.
false
Copyright ©2005 by John Wiley & Sons, Inc
ANS: 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
CHAPTER 15
PAGE 625
 STUDENT STUDY GUIDE MULTIPLE CHOICE QUESTIONS 
PRACTICE TEST I
1.
Your boss sends an email reminding you of your production goals. This communication is
_____.
a.
lateral through a sensory channel
b.
downward through a lateral channel
c.
upward through an environmental channel
d.
downward through an environmental channel
2.
Environmental conditions surrounding communication are referred to as the _____ .
a.
context
b.
noise
c.
channels
d.
receivers
3.
According to current managerial thinking, _____ communication is the most efficient method.
a.
downward
b.
subordinate to superior
c.
lateral
d.
upward
4.
Research shows that in average communication up to _____ percent of the emotional content is
transmitted nonverbally.
a.
55
b.
10
c.
90
d.
75
5.
The space or distance of _____ is generally preferred during formal conversations with people
we do not know well.
a.
less than one foot
b.
1-4 feet
c.
4-12 feet
d.
12 ft and beyond
6.
Research shows that _____ may be the single most important quality of successful leaders
a.
honesty
b.
flexibility
c.
expertise
d.
drive
Copyright ©2005 by John Wiley & Sons, Inc
PAGE 626
LIVING PSYCHOLOGY IN A GLOBAL ECONOMY
7.
_____ theorists believe it is primarily the environment that produces leaders.
a.
Trait
b.
Situational
c.
Functional
d.
Evolutionary
8.
_____ approach suggests individuals become leaders because they contribute to group needs.
a.
Situational
b.
Functional
c.
Trait
d.
Democratic
9.
College professors typically have _____ power in their relations with students.
a.
legitimate
b.
autocratic
c.
reward
d.
referent
10. The two most important components of the credibility of a source are trustworthiness and _____.
a.
b.
c.
d.
attractiveness
conviction
expertise
values
11. _____ is an important element in the delivery of a message.
a.
b.
c.
d.
classical conditioning
lowballing
repeated exposure
all of these options
12. A method of persuasion in which an unmotivated audience is convinced because of extraneous
factors is called _____.
a.
the central route
b.
subliminal advertising
c.
the peripheral route
d.
audience analysis
13. _____ can bring important problems to the surface and offer opportunities for improvement.
a.
b.
c.
d.
Open communication
Functional conflict
Participative leadership
Referent power
Copyright ©2005 by John Wiley & Sons, Inc
CHAPTER 15
PAGE 627
14. Two managers arguing about what a department’s long range goals is an example of _____
conflict.
a.
emotional
b.
intrapersonal
c.
avoidance-avoidance
d.
substantive
15. Barriers that block communication goals are _____.
a.
b.
c.
d.
physical distractions
semantics
status differences
all of these options
16. When individuals are conflicted and unsure about their feelings or intentions, they tend to _____.
a.
b.
c.
d.
be easily distracted
not know what to say
send mixed messages
be argumentative
17. Active listening involves _____.
a.
b.
c.
d.
asking direct questions
asking for clarification
total attention
all of these options
18. As a communicator, asking your recipient “What do you think” invites _____ .
a.
b.
c.
d.
questions
answers
communication
feedback
19. Focusing on areas of agreement in conflicts is known as _____ .
a.
b.
c.
d.
collaboration
compromise
accommodation
empathic listening
20. The _____ approach to conflict often results in one or more parties believing their needs have
been ignored.
a.
collaboration
b.
compromise
c.
accommodation
d.
authoritative command
Copyright ©2005 by John Wiley & Sons, Inc
PAGE 628
LIVING PSYCHOLOGY IN A GLOBAL ECONOMY
PRACTICE TEST II
1.
Communication in the global community poses unique challenges because of different _____.
a.
languages
b.
values
c.
beliefs
d.
all of these options
2.
Translating or interpreting the meaning of a message is known as _____.
a.
encoding
b.
receiving
c.
decoding
d.
mixed messages
3.
Environmental conditions surrounding communication include _____.
a.
physical setting and relationship issues
b.
psychological climate
c.
sociocultural factors
d.
all of these options
4.
Nonverbal communication using body language is called _____.
a.
paralanguage
b.
kinesics
c.
proxemics
d.
physical space
5.
The great person theory argues that leadership results from _____.
a.
high intelligence
b.
personal drive
c.
inherited traits
d.
self-confidence
6.
_____ leaders have a compelling vision of what they want to accomplish and can transform their
followers’ beliefs.
a.
Autocratic
b.
Charismatic
c.
Participative
d.
Task-oriented
7.
_____ leaders work best in groups requiring little or no management.
a.
Authoritarian
b.
Charismatic
c.
Participative
d.
Laissez-faire
Copyright ©2005 by John Wiley & Sons, Inc
CHAPTER 15
8.
Disciplinary actions and low performance evaluations are all forms of _____ power.
a.
legitimate
b.
coercive
c.
expert
d.
autocratic
9.
A plumber is a good example of _____ power.
a.
task-oriented
b.
expert
c.
legitimate
d.
expensive
PAGE 629
10. When a communicator presents his or her opponent’s arguments to show their inherent flaws,
this technique is called _____.
a.
audience coanalysis
b.
a two-sided argument
c.
repeated exposure
d.
the door-in-the face technique
11. The effectiveness of the foot-in-the-door technique seems to result from _____.
a.
b.
c.
d.
persistence and expertise of the seller
duration and credibility of the pitch
shift in self-perception in the recipient
all of these options
12. Research shows that the higher your need for _____ the more likely you are to be persuaded by
central route techniques.
a.
acceptance
b.
participation
c.
control
d.
cognition
13. One defining feature common to all conflict is _____.
a.
b.
c.
d.
incompatible goals
dysfunctional relationships
time constraints
poor communication
14. _____ is NOT identified as one of the five important causes of conflict.
a.
b.
c.
d.
Role conflict
Personal style difference
Gender differences
Discrimination
Copyright ©2005 by John Wiley & Sons, Inc
PAGE 630
LIVING PSYCHOLOGY IN A GLOBAL ECONOMY
15. Discrimination and harassment are costly in terms of worker_______.
a.
b.
c.
d.
motivation and productivity
retaliation and absenteeism
compensation insurance
none of the above
16. Because of _____, once people have formed an opinion about someone or something, they
generally attend to information that confirms their beliefs and discount information that conflicts
with them.
a.
perceptual set
b.
mixed messages
c.
prejudice
d.
all of these options
17. _____ may be the most important key to effective communication.
a.
b.
c.
d.
Advance preparation
Charisma
Audience analysis
Lowballing
18. Understanding the situation from another’s point of view requires _____.
a.
b.
c.
d.
accommodation
audience analysis
empathic listening
contextual feedback
19. When giving feedback effectively it should be _____.
a.
b.
c.
d.
constructive and specific
sensitive and open to outside observation
focused on behaviors and traits
current and focused on general traits
20. _____ involves negotiating so that each party involved in the conflict achieves a reasonably fair
settlement.
a.
Collaboration
b.
Compromise
c.
Accommodation
d.
Needs exchange
Copyright ©2005 by John Wiley & Sons, Inc
CHAPTER 15
PRACTICE TEST I
1. d (p. 584)
2. a (p. 585)
3. c (p. 585)
4. c (p. 587)
5. c (p. 589)
6. b (p. 593)
7. b (p. 595)
8. b (p. 596)
9. c (p. 598)
10.c (p. 601)
PRACTICE TEST II
11. d (p. 603)
12. c (p. 605)
13. b (p. 608)
14. d (p. 610)
15. d (p. 613)
16. c (p. 614)
17. d (p. 615)
18. d (p. 616)
19. c (p. 617)
20. d (p. 617)
1. d (p. 583)
2. c (p. 584)
3. d (p. 585)
4. b (p. 588)
5. c (p. 593)
6. b (p. 594)
7. d (p. 596)
8. b (p. 598)
9. b (p. 600)
10.b (p. 601)
11. c (p. 603)
12. d (p. 606)
13. a (p. 607)
14. c (p. 610)
15. a (p. 612)
16. a (p. 614)
17. c (p. 615)
18. c (p. 615)
19. a (p. 616)
20. b (p. 617)
Copyright ©2005 by John Wiley & Sons, Inc
PAGE 631
PAGE 632
LIVING PSYCHOLOGY IN A GLOBAL ECONOMY
 ESSAY QUESTIONS 
1. Describe and provide an example of each of the seven elements important for all communication.
(Obj. 1; pp. 583-586)
2. Describe and provide an example of each of the following characteristics of nonverbal
communication: kinesics, proxemics, paralanguage. (Obj. 2; pp. 587-591)
3. Contrast the three major leadership styles. (Objs. 3,4,5; pp. 592-597)
4. Describe the five bases of power, providing an example of each. (Obj. 6; pp. 597-598)
5. Describe the four major elements of persuasion and provide an example for each one. (Obj. 7; pp.
600-604)
6. Contrast dysfunctional and functional conflict, and describe intrapersonal and interpersonal
conflict, providing individual and organizational examples when appropriate. (Objs. 9, 11; pp.
607-610)
7. Describe five causes of conflict and five ways to resolve it. (Objs. 12, 15; pp. 610-612, 617-618)
8. Describe and provide an example of each of the six blocks to effective communication. (Obj. 13;
pp. 613-615)
9. Describe three ways to improve communication, and provide an example of each of the five
components related to effective feedback. (Obj. 14; pp. 615-616)
10. Contrast passive, aggressive, and assertive behavior, providing an example of each in dealing
with a late-evening telemarketing phone call. Be sure to include the four tips for saying no
included in your textbook. (Obj. 16; pp. 618-620)
Copyright ©2005 by John Wiley & Sons, Inc
CHAPTER 15
PAGE 633
 ESSAY ANSWERS 
1. Describe and provide an example of each of the seven elements important for all communication.
(Obj. 1; pp. 583-586)
Senders and
Receivers
Message
Encoding
Decoding
Channels
Noise
Context
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
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”
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
Translating or interpreting the meaning of the message book example: supervisor
interprets your message as a valid suggestion
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
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
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
Copyright ©2005 by John Wiley & Sons, Inc
PAGE 634
LIVING PSYCHOLOGY IN A GLOBAL ECONOMY
2. Describe and provide an example of each of the following characteristics of nonverbal
communication: kinesics, proxemics, paralanguage. (Obj. 2; pp. 587-591)
Nonverbal communication: the act of communicating without using words
Kinesics = gestures  May vary by culture: book examples: Japanese men bow, Arab men kiss,
and body language
American men shake hands or hug upon meeting each other; higher status
individuals usually touch more than lower status individuals; “ring”
gesture means okay in North America; “I’ll kill you” in Tunisia, asking for
money or commenting on price in Japan, an intimate body part in southern
Italy; hook-em horns in Texas means “Your spouse is unfaithful” in Italy;
thumbs-up can mean good, give me a ride, or same as middle finger in US
 Universal gestures = shaking head up and down means yes; shaking back
and forth means no; rhythmic tapping of toes or fingers means impatience;
closed fist with thumb down means no good
 North American gestures = frequent self-touching or scratching indicates
nervousness; leaning toward others indicates interest; leaning back with
arms and legs open indicates high level of relaxation
Proxemics = the use  Furniture placement: boss’s chair behind desk indicates he is in charge;
of physical and
boss’s chair next to visitor’s chair indicates boss is open to listening;
personal space
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 Pace, pitch, volume, tone of voice, inflection of voice; 38% of meaning is
way words are
contained in the paralanguage; words can be the same with opposite meaning
spoken
book examples: slight inflection at end of sentence implies a question,
nervousness, or insecurity; sharp drop in pitch with increase in volume and
firmer tone implies certainty
Copyright ©2005 by John Wiley & Sons, Inc
CHAPTER 15
PAGE 635
3. 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
Situational approach:
leadership is produced
by the environment: the
right person in the right
place at the right time
Functional perspective:
people become leaders
because they contribute
to group needs or
functioning
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, selfconfidence, 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)
 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
 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
Copyright ©2005 by John Wiley & Sons, Inc
PAGE 636
LIVING PSYCHOLOGY IN A GLOBAL ECONOMY
4. Describe the five bases of leadership power, providing an example of each. (Obj. 6; pp. 597-598)
Legitimate power
Expert power
Referent power
Reward power
Coercive 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
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
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
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
Based on the ability to use punishment, or threat of it, for failure to comply or
obey (police officer); use of disciplinary actions, fines, suspension, firing;
overuse results in resentment, lower morale, revenge, turnover
5. Describe the four major elements of persuasion and provide an example for each one. (Obj. 7; pp.
600-604)
The source = 
who is doing
the
persuading

The message
= what is
being
conveyed



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 counterarguments (average speech = 140-150 words per minute)]
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
Copyright ©2005 by John Wiley & Sons, Inc
CHAPTER 15
The
audience =
whom the
message is
for
The channel
and method
= how the
message is
delivered
PAGE 637
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 onesided argument






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
6. Contrast dysfunctional and functional conflict, and describe intrapersonal and interpersonal
conflict providing individual and organizational examples when appropriate. (Objs. 9, 11; pp.
607-610)
Dysfunctional
conflict
Functional conflict
Intrapersonal
conflict
Causes significant damage to personal and work relationships; diverts attention
and energy, increases hostilities, creates a negative environment; can be real, or
imagined
Brings important problems to the surface and offers an opportunity to improve
the relationship; lack of any conflict suggests a passionless and devitalized
relationship
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
Copyright ©2005 by John Wiley & Sons, Inc
PAGE 638
LIVING PSYCHOLOGY IN A GLOBAL ECONOMY
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
7. Describe five causes of conflict and five ways to resolve it. (Objs. 12, 15; pp. 610-612, 617-618)
Causes:
 Limited resources: occurs when demands outstrip supply book example: limited funds 
inequitable pay raises  emotional conflict with lower productivity, lower quality, open
challenges, loss of personnel
 Role conflict: occurs when you are expected to fulfill conflicting job duties or incompatible goals
book example: asking employee to complete two tasks at once; asking employee to meet
customer’s goal while also meeting conflicting company goal
 Personality and value differences: occurs when coworkers have conflicting traits or employer and
employee have similar differences book example: neat and meticulous worker will have trouble
working with disorganized and messy coworker; quiet and deferential employee will have
conflict with loud and abrasive supervisor
 Goal differences: occurs when people or departments are trying to accomplish incompatible goals
book example: salesperson making promise to customer that service department cannot keep
 Discrimination and harassment: occurs when person is treated unfairly because of race, age,
ethnicity, or gender  decreased productivity, decreased worker motivation, severe emotional
and psychological distress book examples: refusing to hire or promote African American for fear
of losing white customers; giving men high-paying commission position and women low-paying
salary position
Resolutions
 Avoidance: pretending the conflict doesn’t exist; hoping it will resolve itself with time and
patience; the best approach when consequence is unimportant or nonnegotiable; can allow for
both parties to cool off before addressing issue later; can cause conflict to worsen over time
 Accommodation: focusing on areas of agreement and downplaying areas of disagreement; the
best approach when areas of conflict are minor and there is more agreement than disagreement;
can lead to resentment over time
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Copyright ©2005 by John Wiley & Sons, Inc
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Compromise: negotiation in which each party gives up something in order to achieve a
reasonably fair agreement; no one gets everything they want; the best option when there isn’t
enough time to resolve a complex problem or when temporary solution is desirable
Authoritative command: outside authority imposes a solution; the best approach when quick or
decisive actions are required, especially when they will be unpopular
Collaboration: putting problem-solving ahead of own interests to arrive at a “win-win” solution;
ideal but not always possible—time-consuming
8. Describe and provide an example of each of the six blocks to effective communication. (Obj. 13;
pp. 613-615)
Physical distractions: sounds, music, background conversations, interruptions, temperature
Perceptual set: a readiness to perceive in a particular manner, based on expectations and often occurs
automatically and unconsciously
 attending to information that confirms beliefs, while ignoring, discounting, or distorting
information that conflicts with them
 linked to prejudicial attitudes like racism, sexism, ethnocentrism
Semantics: choosing of words according to meaning you want to convey
 using overly complex words to convey simple concept interferes with meaning
 using emotionally charged words insults, alienates, and leads to discounting or ignoring the
communication
 using technical jargon or slang leads to feeling left out or confused among listeners not familiar
with it
Mixed messages: using words that simultaneously convey two conflicting messages or using words
that communicate a message opposite to that conveyed by body language or behavior book
examples: saying “fine” with downcast eyes and tense posture or fidgeting; saying “I love you” while
flirting with someone else; telling employee to cut back while assigning more work
 happens when (1) senders are conflicted or uncertain about message themselves; (2) senders are
saying the socially appropriate message without believing it; (3) [not in text] senders are
unwilling to take responsibility for their thoughts or message
 best response to mixed message is to confront it openly and ask for clarification
Status differences
 Employees maybe fearful of negative evaluation if they speak honestly and directly to
management
 Management may neglect listening to employees and miss valuable input
 Communication overload: receiving more information at one time than can be managed or
processed; recently due to increase in environmental channels (e-mail, cell phones, voice mail,
instant messaging) requires sorting and prioritizing  less time for other tasks, more stress, and
longer workday
Copyright ©2005 by John Wiley & Sons, Inc
PAGE 640
LIVING PSYCHOLOGY IN A GLOBAL ECONOMY
9. Describe three ways to improve communication, and provide an example of each of the five
components related to effective feedback. (Obj. 14; pp. 615-616)
Audience analysis
Active and
empathic listening
Feedback
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 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
Two-way street: senders need to invite feedback to determine whether their
message has been accurately conveyed; receivers need to offer feedback to
demonstrate that they have accurately received the message
 Be constructive, not destructive; avoid demeaning messages
 Focus on specific, changeable behaviors; book example: “When you make
sarcastic comments to customers, I get upset because it creates a negative
impression that may hurt our business.”
 Focus on current behavior, not the past; if present behavior is same as past,
can address the pattern
 Avoid the four dirty words (should, ought to, always, never)
 Consider listener’s set (whether distracted, fatigued, overwhelmed, ready
to hear) and setting (public or private, context, confidentiality)
10. Contrast passive, aggressive, and assertive behavior, providing an example of each in dealing
with a late-evening telemarketing phone call. Be sure to include the four tips for saying no
included in your textbook. (Obj. 16; pp. 618-620)
Passive = failing to stand up for your rights even when you are justified in doing so
 EX: passively listening to entire sales pitch because you want to avoid being “rude;” saying yes,
even when you want to say no
Aggressive = behavior that is intended to harm another; standing up for rights while disregarding the
rights of others
 EX: slamming the phone down; blowing a whistle loudly in telemarketer’s ear; using obscenities;
pretending to be interested before finally saying no or hanging up
Assertive = standing up for your rights without infringing on the rights of others; direct and honest
request for what you want, saying no to what you don’t want
 EX: politely saying “No, thank you” and hanging up gently; listening and asking questions if
genuinely interested
 (1) use assertive nonverbal behavior: on phone, be sure voice tone and inflection match your
message; (2) use strong verbal signals: on phone, speak clearly and firmly, with a volume that is
easily heard; (3) be strong: on phone, repeat your refusal if necessary, or just hang up; (4) just say
no: on phone, do not offer explanations or justifications, say no and hang up immediately
Copyright ©2005 by John Wiley & Sons, Inc