OBHR 3310 Lecture Notes - Lecture 8: Nonverbal Communication, Trait Theory

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harlequingiraffe61

26 Jun 2018

School

UT-Dallas

Department

Organizational Behavior/Human Resources

Course

OBHR 3310

Professor

Hicks Jeffery

For unlimited access to Class Notes, a Class+ subscription is required.

Communication: The exchange of information between a sender and a receiver, and the

inference (perception) of meaning between the individuals involved



Communication process

Channel richness



Sources of noise:

Workplace Gossip

Semantics and Jargon

Gender Differences

Cultural Meaning Differences

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Document Summary

Communication: the exchange of information between a sender and a receiver, and the inference (perception) of meaning between the individuals involved. Flows from one level to a lower level. Assign goals, provide instructions, communicate policies and procedures, and provide feedback. Downward communication must explain the reasons why a decision was made. One problem is the one-way nature of downward communication. Flows to a higher level in the group or organization. Provide feedback to higher-ups, inform them of progress, and relay current problems. Prepare an agenda to make sure you use your boss"s attention well. Takes place among members of the same work group, among members of work groups at the same level, among managers at the same level, or among any horizontally equivalent personnel. Often necessary to save time and facilitate coordination. Communication competence: an individual"s abilities to effectively use communication behaviors in a given context.

Related Questions

1. Understanding the Nature of Communication

The same process that applies to everyday communication applies to communication in the workplace. Understanding the steps in this process can help you craft more meaningful and effective messages.

Which parts of the communication process are described in the following scenario?

Helene types a brief informational update for the members of the budget committee into an e-mail message and hits âsend.â

While typing the e-mail message, Helene is engaged in .

A. idea information

B. message encoding

C. message transmission

By hitting the send icon, Helene is engaged in .

A. message transmission

B. message decoding

C. message encoding

For the communication process to be successful, the receiver must understand the information sent by the sender. Communication barriers, however, can complicate the process. Familiarizing yourself with common obstacles will make you better equipped to avoid them.

Consider this situation, and answer the questions that follow.

One of your engine lathes has broken down, and youâve contacted a local repair shop. When you go to the shop, the repairman doesnât speak English, and one of the front office employees is trying to translate. âHe says he canât fix it,â the translator says to you.

âWhat seems to be wrong with it?â you ask, and the office employee translates this question to the repairman. The repairman points at several mechanisms on the lathe and gives what appears to be a lengthy explanation of the problem. You turn to the office employee, who shrugs. âHe says itâs broken,â she says.

What communication barrier is described in this situation?

A. Differing frames of reference

B. Bypassing

C. Lack of language skills

How might you overcome this communication barrier in the future?

A. Ask simple, specific questions.

B. Speak loudly.

C. Ask for an explanatory slide presentation.

Which of the following statements is true of postpurchase behavior?

Consumers tend to increase dissonance by justifying their purchase decision.

Consumers expect certain outcomes from a product after making a purchase.

Marketers encourage customers to have doubts even after they purchase a product.

Communication with consumers does not help in reducing cognitive dissonance.

Which of the following statements is true of nonmarketing-controlled information sources?

It is monitored anonymously by marketers acting as nonmarketing agents to promote their product.

It includes Internet forums and other forms of public sources of information.

It is biased towards a specific product because it originates with marketers promoting that product.

It includes mass media advertising like television, and newspaper advertising.

Which of the following statements is true of the factors determining the level of consumer involvement?

Involvement is not related to consumer interests.

Consumers are not involved when the perceived risk in purchasing a product is high.

Involvement decreases as the social visibility of a product increases.

Consumers become less involved in the purchase of a familiar product.

Which of the following is an individual characteristic that influences a person's buying decisions?

Culture

Gender

Learning

In the consumer decision making process, _____ uses informationâeither based on past interactions or collected through external sourcesâto instantaneously customize the customer experience.

Proactive personalization

Contextual innovation

Journey innovation

Selective exposure

During an external information search, a consumer is most likely to enlarge his search and consider more alternative brands when:

	a.	the product or service to be bought is a frequently purchased, low-cost item.
	b.	the perceived risk of the product or service to be purchased increases.
	c.	the consumer is confident of making a purchase decision with the information at hand.
	d.	the consumer is knowledgeable and well informed about a potential purchase.

Motivation

Choose the right answer

Question 1

With respect to consumer behavior, one's attitudes, learning, and perceptions would be

		impersonal influences
		interpersonal influences
		personal influences
		insitutional influences

Question 2

In Maslow's hierarchy of needs,

		a physiological need must be met directly before social needs.
		esteem needs are the highest order of needs.
		self-actualization needs are the highest order
		safety needs and esteem are of the same importance.

Question 3

The most likely product to be purchased in an attempt to satisfy self-esteem needs would be

		"super class" tickets for your next air flight.
		a really fast computer.
		a home security system.
		yogurt and health food.

Question 4

Which of the following is not a characteristic that distinguishes organizational markets from consumer markets?

		Organizational markets are more geographically concentrated.
		More people exert influence on the organizational buying decision.
		The organizational market tends to have a greater number of buyers.
		Organizations often engage in multiple sourcing and vendor analysis.

Question 5

Consumers may attempt to reduce postpurchase anxiety in the consumer decision process by

		avoiding favorable information about the selected brand
		seeking reassurance from dissatisfied customers
		seeking information that favors the rejected brands
		ignoring unfavorable reports about the chosen brand

Question 6

The buying center concept explains how groups of people participate informally in business purchase decisions and

		methods to break through group perceptions.
		the role the group members play in buying decisions.
		how family units operate as buying centers.
		the process of performing vendor analysis.

Question 7

In the organizational buying process, a triggering event such as announcement of the availability of a new product whose use could improve the company's market performance is referred to as

		need or opportunity recognition
		identification of suppliers
		information search
		word-of-mouth exploration

Question 8

An undifferentiated marketing strategy

		serves the consumer better because the products offered are designed to meet the needs of a specific group of people
		benefits from the control and efficiency of short production runs
		ignores differences among consumer groups and focuses on the broad market
		is the most common strategy today and is used more now than in the past

Question 9

Goods purchased by the ultimate consumer for personal use are called

		personal products
		purchased products
		consumer products
		commercial products

Question 11

A particular purchasing agent might allow some salespeople to see the engineers responsible for developing product specifications but not allow others the same privilege. In the buying center, this purchasing agent is filling the role of

		a "hard" nose
		a gatekeeper
		an influencer
		a decider

Question 12

"Our prices are the lowest, we guarantee it" is an example of a positioning strategy based on the product's

		competitors
		price
		class
		application

Question 13

Segmenting the market based on exactly how an industrial purchaser will use products is referred to as

		customer-based segmentation
		benefits segmentation
		end-use application segmentation
		geographic segmentation

Question 14

The lumber your carpenter purchases to finish out your basement is classified as

		a home improvement product
		a raw material
		a business product
		a consumer good

Question 15

When consumer demand for personal computers affects computer manufacturers' demand for computer chips, this situation is known as

		volatile demand
		conjoined demand
		derived demand
		joint demand

Question 16

Which of the following is a personal factor in consumer bahavior?

		a cultural influence
		group membership
		friends' opinions
		a person's attitudes

Question 17

Cognitive dissonance would be most likely to occur after the purchase of

		sneakers
		groceries
		an automobile
		cosmetics

Question 18

Which of the following would be most likely to break through a person's perceptual screen?

		a newspaper ad featuring white type on a black background
		a black- and -white classified ad
		reducing the size of the ad
		using fewer colors in the ad

Question 19

The Fortune 500 list of America's largest firms based on sales revenues and number of employees provides a basis for

		market segmentation based upon customer type
		demographic segmentation based upon geographic location
		end-user segmentation of this market
		demographic segmentation based upon customer size

Question 20

Straight rebuy behavior by industrial purchasers will probably continue if the supplier provides

		poor service
		poor quality
		shipping delays
		satisfactory performance

Question 21

A controversial technique of subconscious communication, aimed at circumventing the perceptual screens, is called

		shadowed perception
		leger-de-main
		subliminal perception
		perception incognito

Question 22

Those products that are actually considered when making a consumer purchase decision are

		customer options
		customer selections
		the evoked set
		the product set

Question 23

The component of the business market that consists of individuals and firms that acquire goods and services to be used directly, or indirectly, in producing other goods and services is called:

		wholesaling and retailing
		the commercial market
		government
		an institution

Question 24

The institutional market does not include which of the following?

		hospitals
		museums
		motion pictures theatres
		universities

Question 25

Advertising for smoke alarms, air bags and life insurance typically uses which of Maslow's levels of needs to appeal to consumers?

		self-esteem needs
		safety and security needs
		physiological needs
		protection needs

Question 26

One type of buying center role is that of the

		influencer who supplies information for evaluation.
		authority figure who decides who, what, where, when, and how.
		disseminator who function is to get advertisements to prospects.
		specifier who needs on the specifications of products

Question 27

Manufacturing firms that convert to automated factory systems must purchase equipment that they have never bought before, such as robots and computers. This buying situation is called

		a straight rebuy
		a modified rebuy
		a contract purchase
		new-task buying

Question 29

A commonly used basis for segmenting consumer markets is

		product-related characteristics
		health-related matters
		information-related concepts
		performance-related criteria

1 points

Question 30

The business market is also known as the

		wholesale market
		corporate market
		organizational market
		distribution market

Question 31

Which of the following consumer problem-solving behaviors requires the least effort?

		extended problem solving
		limited problem solving
		impulsive buying
		routine response behavior

Question 32

The relationship between the demand for silk cloth and consumer demand for silk blouses and neckties is known as

		joint demand
		demand volatility
		derived demand
		consumer demand

Question 33

Examples of business market items that would usually be purchased as a straight rebuy are

		high quality raw materials
		heavy-duty machinery
		paper clips and pencils
		high-tech components

Question 34

The person who joins a local bowling league for the social interaction, even if he or she is a novice bowler, is probably trying to satisfy his or her

		esteem needs
		self-actualization needs
		physiological needs
		belongingness/social needs

Question 35

Campbell's "Soup for One" is an example of a product that is targeted to

		large families with high product usage of certain things but different preferences
		dual-income couples with no kids
		well-off older families
		non-traditional households such as nonfamily, single-person or single-parent situations

Question 36

Red Ryder Industries markets rodeo and horse riding supplies specifically to women. This is an example of

		market stratification
		market segmentation
		non-traditional marketing
		multi-gender marketing

Question 37

Purchases made by choosing a preferred brand or one of a limited group of acceptable brands are called

		extended problem solving
		routinized response behavior
		limited problem solving
		selective problem solving

Question 38

The slogan "the graying of America" describes the trend

		toward people retiring later in life
		of the word force to contain a disproportionate number of older Americans
		for gray hair to develop from years of high-stress urban work
		upward in the elderly population as Americans tend to live longer

Question 39

People or institutions must have sufficient purchasing power and the authority and willingness to buy to be considered a

		market
		buyer
		player
		segment

Question 40

Reference group influences would be most likely to be significant in the decision to buy

		a loaf of bread
		a Mercedes Benz
		a clock radio
		cellophane tape

Question 41

Internal search in the consumer decision process may include

		subscribing to consumer magazines to evaluate alternatives
		talking to family members
		reviewing past purchases
		surveying coworkers for buying options

Question 42

The process of dividing the total market into several smaller, homogeneous groups is called

		market penetration
		market segmentation
		market mixing
		market division

OBHR 3310 Lecture Notes - Lecture 8: Nonverbal Communication, Trait Theory

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