In class quiz exam 2

Cx (customer experience) fills three main functions: convey info, convey emotions, motivate action to same goals. T/F

T

Which of the following is considered a barrier to communication? a)filtering b)intention of communication c)selective judgment d)noise

a)filtering

All of the following are rules for active listening EXCEPT: a)find areas of agreement with the speaker. b)listen for feelings. c)note all cues. d)listen for message content.

a)find areas of agreement with the speaker.

Information-rich channels convey more a)verbal information. b)nonverbal information. c)effective information. d)ineffective information.

b)nonverbal information.

Individuals are influenced in their decision making by all of the following except: a) anchoring and adjustment b) availability bias c) confirmation bias, d) foresight bias

D) foresight bias

Crucial conversations are discussions where stakes are high, so opinions need to be in line with majority. T/F

F

Though emps seem more satisfied with company communicates about issues that affect them, effective communication does little to increase market value. T/F

F

Individual decision making produces a greater commitment to the ultimate decision than does group decision making. T/F

False. Something about discussing together literally increases the commitment!

The rational decision making model limits the number of alternatives considered T/F

False. it as a model also found in LDS tools and mission handbooks thta suggests expanding alternative, also has 8 steps

One way to avoid escalation of commitment is to have identifiable turning back points. T/F

True. If you set yourself a stopping point when "gambling" you at least ask the questions to engage your brain versus your shortcuts and biases

The intuitive decision making model is best used when the decision maker has experience with the T/F

True. Science says our gut can only help us when it is primed already by experience. I think this is whywe need experience understanding how the Spirit talks to us.

Jason received the sales report and noted how badly the southern sector performed. As he prepared the presentation for the weekly executive meeting, Jason decided to focus his remarks on the northern and western sectors, which had record sales levels, and refrain from mentioning the southern numbers. This scenario focuses on the communication barrier of a)filtering. b)selective perception. c)emotional disconnects. d)semantics.

a) filtering

Which of the following communication channels has the lowest information richness?a)emails b)formal written documents c)blogs d)telephone conversation

b)formal written documents

Written communication should be used when a)there is time urgency. b)ideas are simple. c)emotions or feelings need to be conveyed. d)facts need to be conveyed.

d)facts need to be conveyed.