11) Face-to-face communication a. scores highest in terms of channel richness. b. provides for a minimum amount of information to be transmitted. c. delays feedback. d. offers minimal information cues. e. provides the poorest quality of information and meaning. 12) SCENARIO 6-1 Mackenzie, a sales representative for Alliance Ltd., is having trouble explaining the benefits of his product to potential customers. Mackenzie has thought about how he does things and is thinking that he should improve the way he communicates. He has decided to examine the communication process model and hopes it will help him. Currently, Mackenzie calls potential customers on the phone, and has a brief phone conversation with them, telling them what new products are available. He then sends them the products via ground transportation. His customers frequently return the products because they are not what they were expecting, or because the customers did not want them in the first place. Referring to SCENARIO 6-1, if Mackenzie’s customers complain that they don’t understand the products. This problem seems to be ina. encoding. b. filtering. c. affective conflict. d. selective perception. e. proxemics. 13) SCENARIO 6-1 Mackenzie, a sales representative for Alliance Ltd., is having trouble explaining the benefits of his product to potential customers. Mackenzie has thought about how he does things and is thinking that he should improve the way he communicates. He has decided to exam the communication process model and hopes it will help him. Currently, Mackenzie calls potential customers on the phone, and has a brief phone conversation with them, telling them what new products are available. He then sends them the products via ground transportation. His customers frequently return the products because they are not what they were expecting, or because the customers did not want them in the first place. Referring to SCENARIO 6-1, returned goods are a form ofa. feedback. b. information overload. c. encoding. d. defensiveness. e. decoding. 14) SCENARIO 6-1 Mackenzie, a sales representative for Alliance Ltd., is having trouble explaining the benefits of his product to potential customers. Mackenzie has thought about how he does things and is thinking that he should improve the way he communicates. He has decided to exam the communication process model and hopes it will help him. Currently, Mackenzie calls potential customers on the phone, and has a brief phone conversation with them, telling them what new products are available. He then sends them the products via ground transportation. His customers frequently return the products because they are not what they were expecting, or because the customers did not want them in the first place. Referring to SCENARIO 6-1, if Mackenzie is having problems understanding what customers are trying to tell him, he is having a problem witha. the channel. b. decoding. c. encoding. d. the medium. e. information overload. 15) SCENARIO 6-1 Mackenzie, a sales representative for Alliance Ltd., is having trouble explaining the benefits of his product to potential customers. Mackenzie has thought about how he does things and is thinking that he should improve the way he communicates. He has decided to exam the communication process model and hopes it will help him. Currently, Mackenzie calls potential customers on the phone, and has a brief phone conversation with them, telling them what new products are available. He then sends them the products via ground transportation. His customers frequently return the products because they are not what they were expecting, or because the customers did not want them in the first place. Referring to SCENARIO 6-1, Mackenzie could improve his channel of communication by using a richer channel such asa. online pictures. b. videoconferencing. c. formal reports. d. email. e. prerecorded descriptions of the products. 16) Wilhelm, a senior salesperson at YKD Ltd., met with his manager the other day about the report of projected sales for his department. Wilhelm wanted his manager to feel confident about the abilities of the department, so Wilhelm spoke highly of the report. However, Wilhelm knows that the projected sales data are inaccurate and likely unattainable. Wilhelm is a. using selective perception. b. using filtering. c. communicating favourably. d. being defensive in his communication. e. preventing information overload. 17) The more levels a message must go through to reach the bottom of the organizational hierarchy, the more likely that a. diversity will confuse the message. b. there will be information overload. c. emails will be used. d. filtering will occur. e. there will be defensiveness. 18) SCENARIO 6-2 Dave is Janice’s supervisor in the research department. When Dave asked Janice how soon she could start a new research project, Janice answered: “I honestly don’t know because I have too much to do, but you can help me by editing the report I’m working on.†Dave replied, “Are you telling me that you do not have enough time to do some minor editing? I don’t really think that it is a two-person job and, by the way, I’m busy too!†Referring to SCENARIO 6-2, which barrier of effective communication would most likely describe Dave’s response?a. defensiveness b. use of a second language c. filtering d. selective perception e. cultural differences 19) SCENARIO 6-2 Dave is Janice’s supervisor in the research department. When Dave asked Janice how soon she could start a new research project, Janice answered: “I honestly don’t know because I have too much to do, but you can help me by editing the report I’m working on.†Dave replied, “Are you telling me that you do not have enough time to do some minor editing? I don’t really think that it is a two-person job and, by the way, I’m busy too!†Referring to SCENARIO 6-2, if one explained Dave’s response as due to tension and anxiety about oral communication, written communication, or both, according to your text, this would describea. a feedback loop. b. information overload. c. filtering. d. selective communication. e. communication apprehension. 20) SCENARIO 6-2 Dave is Janice’s supervisor in the research department. When Dave asked Janice how soon she could start a new research project, Janice answered: “I honestly don’t know because I have too much to do, but you can help me by editing the report I’m working on.†Dave replied, “Are you telling me that you do not have enough time to do some minor editing? I don’t really think that it is a two-person job and, by the way, I’m busy too!†Referring to SCENARIO 6-2, Dave’s answer seems to be influenced bya. cognition. b. selective perception. c. filtering. d. defensiveness. e. emotions.