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COM 537 Final Exam
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COM 537 Final Exam (Latest)
1. 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
2. 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
3. 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
4. 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
5. 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?
Active
Passive
Agenda-setting
Obtuse
6. 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
7. 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.
8. 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
9. 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
10. Building strong coalitions among individuals or groups that have separate interests is
called
facilitation
negotiation
diversification
mediation
11. 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
12. 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
13. What affects how others perceive us and can adjust according to the situation?
Feedback
Channel
Communication style
Personality
14. What describes the occasion, time, and place of communication in the transactional
communication model?
Cognitive dissonance
Context

Channel
Noise
15. 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
16. 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
17. “To provide the best health care for our patients at a reasonable cost” is an example of
a mission statement
a vision statement
a corporate objective
a strategic plan
18. 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
19. 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

20. 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
21. 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.
22. 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
23. 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
scenario is an illustration of a problem with what element in the transactional
communication model?
Cognitive dissonance
Context
Channel
Noise
24. 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
25. 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
26. How does Lencioni (2010) describe “entering the danger”?
Addressing a client’s potentially explosive issues
Developing a new market niche
Analyzing competition
Being vulnerable
27. Good listeners generally concerned with everyone’s needs, maintaining relationships,
and avoiding conflict describes this communication style generally perceived as softhearted
and overly helpful.
Directs
Systematics
Argumentatives
Sympathetics
28. 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
29. 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 of

the three leadership types outlined by theorists Lewin, Lippert, and White does this
manager’s request illustrate?
Democratic
Laissez-faire
Authoritarian
Republican
30. 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
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