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Exam 14: Section 1: Leadership

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Question 61

Multiple Choice

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In empathetic listening,_____ is important because it demonstrates that you understand the speaker's emotions.

A) clarifying responses
B) reflecting feelings
C) paraphrasing
D) summarizing
E) listening attribution

F) B) and C)
G) A) and C)

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Question 62

Multiple Choice

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Mike plays all kinds of competitive sports, and was excited to read that his company was sponsoring a softball team. Non-athletic Kenneth typically walks by the same bulletin board at least three times every day and has yet to see the softball notice. The fact that one saw the notice and the other did not is due to_____ .

A) selective perception
B) kinesics
C) faulty closure
D) selective retention
E) defensive biases

F) B) and D)
G) B) and C)

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Question 63

Multiple Choice

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Perceptual filters may occur as the result of _____ .

The_____ is the system of official channels that carry organizationally approved messages and information.

Renovation of a street and sidewalk was supposed to be finished in October yet wet weather prolonged the rebuilding until the middle of December. The local retailers, on that street, blamed the city for their low December holiday sales. If you agree with this analysis of why sales were poor, then you_____ .

Which of the following statements about listening is true?

When one plant was closed due to a merger, employees were forced to move to another and take substantial cuts in their hourly wage. Managers should engaged in_____ as employees described the forced changes in their lifestyles.

The two kinds of one-on-one communication are mentoring and vestibule training.

As a general rule, managers prefer written communication methods over oral communication methods.

Company hotlines, survey feedback, frequent informal meetings, and surprise visits are ways of overcoming organizational silence.

The last step in the perceptual process is _____ .

An angry and defensive managerial reaction is a common problem associated with _____ communication

Rubylyn is a very enthusiastic person who has been hired to work as the personal assistant for an event planner. At first, Rubylyn was driving her supervisor to distraction because she was always interrupting him and asking him if he wanted anything. After some _____with the event planner, Rubylyn better understood what her job entailed and became a valued employee.

In the perceptual process, interpretation is the step of incorporating new memories with old memories and creating the ability to recall both.

Managers generally like and use_____ but are less receptive to using_____ .

Urban Legends The concept of "urban legends" (a story that appears mysteriously and spreads spontaneously in various forms and is usually false posted on the Internet) and Internet scams are a real problem for some businesses. Gerber Baby Foods was flooded with 1 million letters and 80,000 phone calls from parents responding to an e-mail about a phony class-action lawsuit. Another urban legend about Costa Rican flesh-eating bacteria that affected banana shipments cost that industry more than $30 million. Procter & Gamble had to deal with claims that its Febreeze product contained Agent Orange, a dangerous chemical. Many companies choose to ignore these myths created by angry customers or rabble-rousers, but experts believe this is the worst possible action to take. Companies should instead do everything possible to reassure its customers. -Refer to Urban Legends. E­mail users who received the e­mail about P&G's Febreeze would have used_____ to understand the message.

Jergen Lindegaart is the chief executive of SAS Scandinavian Airlines. When he explained to stockholders why SAS was withdrawing from a joint venture with another company, he was engaged in_____ .

In the perceptual process, _____ is the process of remembering interpreted information.

For some time, researchers have known that deceptive answers have a slower onset than honest ones. In a job interview these characteristics would be examples of _____ that may help the interviewer evaluate the job applicants.

In the model of the communication process presented in the text,_____ occurs when a message is put into a written, verbal, or symbolic form that can be recognized and understood by the receiver.