1. COM 537 Final Exam Guide
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What communication type avoids conflict and focuses on facts and details rather than
the big picture? They may be perceived by others as unemotional and nonchalant.
Argumentatives
Sympathetics
Systematics
Directs
A criticism of social media is that it
is only available to the media savvy.
contributes to the decline in writing and language skills.
leads to separation of the haves and have-nots.
leads to information overload
In Korean culture, a business deal is dependent on contractual information as well as
how the parties perceive each other’s values and ethics. According to Edmund Hall,
this behavior exhibits the theory of
proxemics
low-context cultures
Ethno-centricism
high-context cultures
Your supervisor sends you an e-mail requesting an article for the employee newsletter
about company loyalty. You write the article featuring customers who are brand loyal.
Later, your supervisor criticizes you for not writing about the topic that he requested.
After a face-to-face meeting, you realize that he wanted you to write about employee
loyalty. This is an example of what type of noise?
Unwanted
External
Semantic
Internal
The head of the holiday party committee at your office is trying to set a location for
the event. The committee chairperson announces three choices for members to vote
on. When Erin hears that the Boar’s Tavern is one of the choices, her mind is made
up. After all, the restaurant is only a few blocks from her house. How would you
describe her listening behavior?

2. Active
Passive
Agenda-setting
Obtuse
Your supervisor has the habit of coming into your office and leaning over your desk to
talk to you. This situation is uncomfortable for you because you cannot move away
from him. According to Edmund Hall, this behavior exhibits the theory of
high-context cultures
low-context cultures
ethnocentricism
proxemics
Which statement is true concerning the role of publics in business communication?
Publics, in general, remain constant despite changes in the environment.
Internal publics are usually not concerned with the communication style used by
management.
External publics are not concerned with an organization’s public performance.
Publics can dispel rumors and build positive brand image.
A break-in at your company has resulted in the theft of various pharmaceutical
products. The head chemist, slated as the company’s designated spokesperson, is
scheduled to appear at a media conference. This course of action illustrates one of the
steps in crisis communication planning. Select the appropriate step:
Assessing the possible risk to the organization
Evaluating the effectiveness of your action plan
Identifying levels of vulnerability in your company
Implementing the action plan
In the management journal article about persuading customers that your boss
recommended, you read that your style of hard selling is not effective with young
professionals. You begin to question if you need to take a sales training seminar. This
is an example of
cognitive dissonance
agenda-setting
selective attention
selective exposure
Building strong coalitions among individuals or groups that have separate interests is
called
facilitation
negotiation
diversification
mediation

3. When Joseph Kline, a U.S. citizen working for a bakery in Pakistan, is surprised that
he will have to work on December 25, Christmas Day, he is dealing with which
component of the transactional communication model?
Internal noise
External noise
Cultural relativism
Context
Which of the following statements is true?
Semantics is the study of the meaning of words, phrases, and texts
Semantics is the study of how words affect the decision-making process
Semantics is the study of dictionary definitions
Semantics is the study of the use of words in persuasive communication
What affects how others perceive us and can adjust according to the situation?
Feedback
Channel
Communication style
Personality
What describes the occasion, time, and place of communication in the transactional
communication model?
Cognitive dissonance
Context
Channel
Noise
A beer commercial shows young people laughing while enjoying bottles of Mountain
Beer in a busy bar scene. According to Maslow’s hierarchy, which consumer need is
targeted?
physiological needs
self-esteem
belonging
self-actualization
With the overload of information today, what does Smith (2010) state communication
must be to be noticed?
Familiar and consistent
Timely and thorough
Innovative and creative
Informative and detailed
“To provide the best health care for our patients at a reasonable cost” is an example
of
a mission statement
a vision statement

4. a corporate objective
a strategic plan
In the process of behavior change, after people have detected the presence of a
problem and they see this problem as important, to what phase do they belong?
Diversification
Decision
Detection
Implementation
In the transactional communication model, who or what is responsible for composing
a message embedded with meaning from his or her world while considering the
interpretative resources that will be used to decode the message?
Effective message area
Receiver
Channel
Sender
What is a tactic described by Lencioni (2010) to disarm clients and allow them to trust
a consultant?
Prove detailed information
Provide references
Be comfortable and naked with weaknesses
Promote strengths and past successes
In 2006, Walt Disney Parks and Resorts launched a new theme for its integrated
global marketing efforts. Which of the following was identified as an integrated
marketing strategy element?
Disney used the theme “Year of a Million Dreams” in its publicity and promotional
materials.
Disney avoided the use of ads, contests, and sweepstakes.
Disney sent out several messages over a broad a spectrum of media to appeal to the
largest
Disney positioned itself as a “transformational experience” to one specific age group.
What factor must be considered in designing an effective communication system?
The costs involved
The needs of the customer
The message delivery
The optimal combination of a message, source, channel, and an operating variable
You have been charged with writing a report on the progress of the integration of a
database between organizational units. Your supervisor says that she wants the report
as soon as possible. You spend your weekend working on the report in order to have it
ready by Monday morning. When you present the report to your supervisor, she says,
“I am sorry that you spent your weekend on the report; it wasn’t that urgent.” This

5. scenario is an illustration of a problem with what element in the transactional
communication model?
Cognitive dissonance
Context
Channel
Noise
In changing markets, communication tactics
are based on techniques used in traditional markets
use a combination of traditional and new media
do not require the use of conventional databases
are mass media-driven
In the 20th century, the public relations profession was reshaped by one of the
following events:
The split of public relations functions from advertising agencies
The decline of mergers and acquisitions in big business
The rise of the patent medicine industry
The growth of electronic media
How does Lencioni (2010) describe “entering the danger”?
Addressing a client’s potentially explosive issues
Developing a new market niche
Analyzing competition
Being vulnerable
Good listeners generally concerned with everyone’s needs, maintaining relationships,
and avoiding conflict describes this communication style generally perceived as soft-
hearted and overly helpful.
Directs
Systematics
Argumentatives
Sympathetics
Suppose you are asked to discuss an American Indian ceremony. Perhaps you
describe the use of peace pipes, drums, feathered headdresses and dancing and
chanting around a fire. This information is an example of
forming a negative stereotype based on inaccurate information
assigning neutral traits stereotypes
“knowing” a group of people
using mediated information to add to your knowledge
A manager informs her staff that there is a problem with office equipment abuse. She
suggests that each employee should come up with a list of ways to cut down on the
repair bills. The suggestions will be discussed at the next department meeting. Which

6. of the three leadership types outlined by theorists Lewin, Lippert, and White does this
manager’s request illustrate?
Democratic
Laissez-faire
Authoritarian
Republican
You notice that a colleague seems to be distracted from his work. You ask him if
something is wrong, and he replies, “No, I’m fine”. You ask him again, “Tell me what
is wrong”? This is an example of
believing non-verbal clues over verbal language
engaging in interpersonal observation
altering communication cues
believing verbal over non-verbal messages