Test Bank for Interpersonal Skills in Organizations, 6th Edition, Suzanne de Janasz, Karen D

Test Bank for Interpersonal Skills in Organizations,

6th Edition, Suzanne de Janasz, Karen Dowd, Beth
Schneider

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Student name:__________
TRUE/FALSE - Write 'T' if the statement is true and 'F' if the statement is false.
1) Persuasion involves directly giving orders to others.

⊚ true
⊚ false

2) Employees today show little tolerance for unquestioned authority.

⊚ true
⊚ false

3) The skill of persuasion is irrelevant in a nonhierarchical environment where employees at

all levels participate in formulating strategies.

⊚ true
⊚ false

4) In a team-based or team-supported workplace, a higher authority frequently mandates

decisions.

⊚ true
⊚ false

5) Inoculation theory suggests that people use three criteria—appropriateness, consistency,

and effectiveness—to determine whether to respond to a persuader's arguments.

⊚ true
⊚ false

6) According to the ACE Theory, appeals to consistency demonstrate that a persuader

understands the beliefs of similar others and presents arguments that make sense or track with
these beliefs or behaviors.

⊚ true
⊚ false

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7) The most effective persuaders first share their views and opinions before listening to
others' views.

⊚ true
⊚ false

8) The way a person looks or dresses has no influence on his or her credibility.

⊚ true
⊚ false

9) In the context of persuasion, framing for common ground provides a means for
alternatives and ideas to be compared and contrasted.

⊚ true
⊚ false

10) Involving the other party in the search for a solution is an ineffective way to get his or her
buy-in to the solution.

⊚ true
⊚ false

11) During the persuasion process, any errors in your reasoning can give the listener reason
to doubt you. This implies that you must say everything you know about the concerned subject.

⊚ true
⊚ false

12) When you reinforce your persuasive appeal with words or actions that trigger a "yes"
response, you are less likely to be influential.

⊚ true
⊚ false

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13) In the rejection-then-retreat approach, a less costly proposal is put across first and then a
high-cost alternative is presented.

⊚ true
⊚ false

14) Advertisers use the social proof principle when they give away free samples.

⊚ true
⊚ false

15) Manipulation involves convincing people to adhere to something that they would do
without the presence of a persuader.

⊚ true
⊚ false

16) Warning signals of manipulation include the persuader having more to gain from an
exchange than the persuadee.

⊚ true
⊚ false

17) A persuasive presentation requires the presenter not only to give information, but also to
get the audience to accept, believe, and act on the ideas presented.

⊚ true
⊚ false

18) Beginning your presentation by telling your audience the key concepts you'll be
addressing will make your presentation less interesting.

⊚ true
⊚ false

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19) Presenting the core of your argument at the beginning of your presentation fails to
demonstrate your enthusiasm about your subject.

⊚ true
⊚ false

20) It is best to use visual aids at the beginning of your presentation when the level of your
anxiety is probably the highest.

⊚ true
⊚ false

21) In the context of using the reciprocity rule of persuasion, when giving, it is important to
respond to others' acknowledgments with phrases like "it was nothing" or "no problem."

⊚ true
⊚ false

22) In the context of consensus/social proof as a universal form of influence, people often
decide what to do based on what they see others doing.

⊚ true
⊚ false

23) Making an effective presentation requires one to give the impression that he or she is
more style than substance.

⊚ true
⊚ false

MULTIPLE CHOICE - Choose the one alternative that best completes the statement or
answers the question.
24) In contrast to manipulation or coercion, persuasion

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 A) relies on deceit or force.
B) engages people in a meaningful dialogue.
C) involves directly giving orders to people.
D) requires using positional authority to get work done.

25) For managers to be effective in persuasion, they should

A) expect their decisions to be implemented by the employees without question.

B) resort to manipulation or coercion in getting tasks done.
C) adopt a democratic approach in getting the employees to buy into their ideas.
D) dictate or directly order the employees.

26) In today's business world, persuasion is a necessary skill because

A) the work environment is becoming increasingly hierarchical.

B) more and more companies are rejecting the participative work style.
C) managers need to use unquestioned authority to ensure that work gets done.
D) increasing amount of work is being done by teams and virtual employees.

27) Which of the following statements is true of today's work environment?

A) Employees are highly tolerant toward unquestioned authority and autocratic

leadership.
B) Companies are moving away from a participative work style.
C) Organizations are becoming more hierarchical and less flattened.
D) Employees without positional authority are increasingly tasked with getting work
done.

28) ________ refers to the tension that exists when individuals' beliefs do not align with their
behaviors.

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 A) Cognitive dissonance
B) Self-deception
C) Defensive avoidance
D) Bounded rationality

29) Jessica believes that the minimum wage paid to laborers should be the same across the
globe. Her company is sending her on a business trip to one of the less developed countries. She
has to negotiate with the contract manufacturers to get the lowest possible labor price based on
the host country standards. This difference in her belief and behavior has put Jessica through a
lot of discomfort. Which of the following does this scenario best illustrate?

A) Negative reinforcement
B) Cognitive dissonance
C) Self-serving bias
D) Fundamental attribution error

30) Which of the following theories states that persuaders can be effective when they
anticipate the objections of a persuadee and address those objections before they arise?

A) Inoculation theory
B) The attribution theory
C) Cognitive dissonance theory
D) The expectancy theory

31) Because of a declining economy, the management of a company had decided to reduce its
employees' salary. Before the employees could raise their objection, the management called for a
meeting to help the employees understand that their pay cut was only temporary and it could help
avoid downsizing. As a result, the management was effective in persuading the employees to
accept its decision. Which of the following persuasion theories has the company adopted in this
scenario?

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 A) Inoculation theory
B) Cognitive dissonance theory
C) Expectancy theory
D) The ACE Theory

32) Stephanie is trying to convince her employer that she is eligible for a maternity leave of
12 weeks as opposed to the 10-week leave that has been granted to her. She claims that the law
mandates that companies allow 12 weeks of maternity leave for its employees. According to the
ACE Theory, which of the following characteristics of successful persuasion does Stephanie
use?

A) Appropriateness
B) Effectiveness
C) Efficacy
D) Consistency

33) According to the ACE Theory, appeals to ________ demonstrate that a persuader
understands the beliefs or past behaviors of similar others and presents arguments that make
sense with these beliefs or behaviors.

A) consistency
B) effectiveness
C) agreeableness
D) efficiency

34) One of Andrew's subordinates, Jennifer, has been showing low productivity at work. In
an effort to persuade Jennifer to perform better, Andrew points out how Jennifer had promised to
give her best at work during her job interview. He also shows her how efficient she was in her
initial days at the company. According to the ACE Theory, which of the following characteristics
of successful persuasion is being applied by Andrew?

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 A) Agreeableness
B) Conscientiousness
C) Consistency
D) Efficacy

35) According to the ACE Theory, ________ is the degree to which an action or idea leads to
a desirable state or outcome.

A) appropriateness
B) effectiveness
C) agreeableness
D) consistency

36) Amith is trying to convince his friend to reduce his consumption of alcohol. Amith says,
"If you reduce drinking, you will be able to play sports longer and with more vigor." Which of
the following components of the ACE model of persuasion does this statement best illustrate?

A) Appropriateness
B) Consistency
C) Accuracy
D) Effectiveness

37) In the context of successful persuasion, which of the following will be an ineffective
practice?

A) Starting the persuasion process by extending an invitation to the persuadee to share

his or her views
B) Accepting that the persuadee has agreed to a proposed idea if he or she responds with
silence
C) Soliciting feedback from a specific person when there are more than two people
involved in an interaction
D) Asking open-ended questions to persuadees in order to learn what makes them tick

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38) Jim is at an interview for the position of a sales representative in an insurance company.
He has tactfully answered all the questions in the interview. When the interviewer asks Jim what
the current tax rate is on property insurance, however, he is unable to answer. Which of the
following should Jim do to build and maintain credibility?

A) He should admit that he does not have an answer.

B) He should provide a defensive response to the question he could not answer.
C) He should misrepresent facts and distract the interviewer.
D) He should invent an answer to the question because he is unprepared.

39) ________ involves describing one's position in ways that identify common ground and
establish a collaborative tone.

A) Norming
B) Self-serving
C) Framing for common ground
D) Stereotyping

40) The management of a company has introduced a new performance incentive scheme for
its employees. Anticipating that the employees may raise objections to the change, the
management calls for a meeting. In the meeting, the management highlights some of the benefits
of the new incentive scheme, such as how the opportunity to earn more will enable them to spend
more. Which of the following persuasion tactics is the company using?

A) The company is using "efficacy" from the ACE Theory to persuade its employees.
B) The company is using the employees' self-serving biases to their advantage.
C) The company is providing specific social proof to persuade the employees to adapt to
the changes.
D) The company is creating a frame for common ground to convince the employees to
accept the changes.

41) Which of the following is an ineffective practice when you want a person to buy-in to
your solution?

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 A) Isolating the person from the search for a solution
B) Appealing to the person's emotions and values when stating the solution
C) Reinforcing your persuasive appeal with words that trigger a "yes" response
D) Creating a frame for common ground with the person

42) Which of the following guidelines agrees with the reciprocity/obligation rule?

A) Reciprocate by giving information, support, or gifts only when people have given
you these things first.
B) Offer gifts, support, and help only when you want something from someone so that
you appear generous.
C) Put across your more costly proposal first and then present a lower cost alternative
when offering something.
D) Use phrases such as "no problem" when you want to respond to others'
acknowledgments.

43) A salesman at a music store always begins by showing his customers high-priced
instruments. When the customers refuse these, the salesman shows them the more economical
models. Since the customers have turned down the first offer, they view the salesman's second
offer as a concession and may feel inclined to buy the instrument. In this scenario, the salesman
applies the

A) cognitive dissonance approach.

B) scarcity approach.
C) rejection-then-retreat approach.
D) inoculation approach.

44) Which of the following is a form of advertisement that uses the principle of scarcity for
persuasion?

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 A) Lowest price ever!
B) Get a complimentary gift!
C) Offer valid for two days only!
D) Number one selling product!

45) Amanda purchased a barbeque set after reading the testimonials for the product given by
other users on the seller's website. Which of the following principles of persuasion does this best
illustrate?

A) Social proof
B) Scarcity
C) Reciprocity
D) Self-awareness

46) Which of the following advertising statements best illustrates the use of social proof to
persuade customers?

A) Ask for a complimentary trial!

B) Get a free multipurpose mug!
C) More than a million copies sold!
D) Last 100 pieces remaining!

47) When advertisers convince people to buy their products by telling them not how good a
product is but how strongly other users think so, they are using the ________ approach to
persuasion.

A) consensus
B) scarcity
C) reciprocity
D) utility

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48) In the context of persuasion, in which of the following ways can an effective persuader
use consensus/social proof?

A) By giving support, concession, and information freely

B) By motivating people to go after that which they perceive is scarce
C) By presenting the most compelling features of a product
D) By sharing testimonials of similar others and experts

49) How can advertisers use social proof to sell their product?

A) By showing how other users have benefited from their products

B) By distributing free samples of their products
C) By selling their products at the highest possible prices
D) By presenting lower cost alternatives to their products

50) ________ involves convincing people to believe or adhere to something that is neither in
their best interest nor something they would believe or do without the presence of the persuader.

A) Manipulation
B) Persuasion
C) Empowerment
D) Self-disclosure

51) Which of the following best illustrates manipulation?

A) A salesman uses positive feedback provided by his previous customers to persuade a

potential customer to buy his product.
B) A manager highlights the possible accidents at production units to persuade
employees to use certain safety measures.
C) A doctor convinces her patient to quit smoking to live a longer and a healthier life.
D) A manager convinces production workers to refrain from asking for a wage hike to
keep their jobs safe.

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52) Warning signals of manipulation include

A) the persuadee having more to gain from the exchange than the persuader.
B) the persuader's reasoning being stronger than his or her emotional connection with
the persuadee.
C) the persuader's self-interest being shelved in the face of public interest.
D) the interaction between the persuader and the persuadee feeling like a competitive
game.

53) Which of the following is an ineffective way to defend yourself against manipulation?

A) Asking plenty of questions before being convinced by the power of the persuader's
words that he or she is right
B) Agreeing to resume an interaction that feels like a test of wills only when you can
gain a more equal footing
C) Considering not just your interests but also those of others when being courted by the
persuader
D) Basing your acceptance of a persuader on his or her ability to connect emotionally
with you rather than the persuader's strength of reasoning

54) For making persuasive business presentations successful, it is best to avoid starting a
presentation with a(n)

A) anecdote.
B) joke.
C) quote.
D) rhetorical question.

55) When conducting a persuasive business presentation, summarizing

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 A) helps focus the audience's attention on the essence of the presentation.
B) gives the impression that the speaker lacks knowledge about the subject.
C) signifies that the speaker believes the audience was distracted and inattentive.
D) involves asking the audience for feedback on the speaker's presentation style.

56) Which of the following recommendations for an effective presentation is true?

A) Begin the presentation with a joke rather than an anecdote or a quote.

B) Avoid rhetorical questions during the presentation.
C) Use technology extensively to improve the personal connection with the audience.
D) Take questions throughout the presentation to keep it interactive.

ESSAY. Write your answer in the space provided or on a separate sheet of paper.
57) How does inoculation theory explain the concept of persuasion?

58) List the components required to construct and deliver a persuasive message.

59) "Framing for common ground attains three interrelated objectives." Elaborate on this
statement.

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60) How can advertisers use social proof to persuade customers?

61) How can you defend yourself against manipulation?

62) List a few tips for effective presentations.

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Answer Key

Test name: Unnamed Test8

1) FALSE
2) TRUE
3) FALSE
4) FALSE
5) FALSE
6) TRUE
7) FALSE
8) FALSE
9) TRUE
10) FALSE
11) FALSE
12) FALSE
13) FALSE
14) FALSE
15) FALSE
16) TRUE
17) TRUE
18) FALSE
19) FALSE
20) TRUE
21) FALSE
22) TRUE
23) FALSE
24) B
25) C
26) D

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27) D
28) A
29) B
30) A
31) A
32) A
33) A
34) C
35) B
36) D
37) B
38) A
39) C
40) D
41) A
42) C
43) C
44) C
45) A
46) C
47) A
48) D
49) A
50) A
51) D
52) D
53) D
54) B
55) A
56) D

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57) A theory that underpins the concept of persuasion is inoculation
theory. Borrowing from the medical field, McGuire suggested that in the
same way individuals receive a small injection of a disease-producing
substance to increase their immunity against that disease, persuaders can
be effective when they anticipate the objections of the persuadee and
address those objections before they arise.
Strategies for countering objections include presenting all points (for
and against) and demonstrating how what's being proposed is the right
solution, or broaching controversial subjects gently and early, before
your audience has the chance to raise an issue that could become
contentious or divisive.
58) How one constructs and delivers his or her persuasive message
depends upon one's skill in masterfully integrating the following six
components:
1) Understanding others' motivations and needs
2) Establishing credibility
3) Framing for common ground
4) Engaging in joint problem solving
5) Supporting preferred outcome with logic and reasoning
6) Reinforcing with appeal to emotions and basic instincts

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59) Framing for common ground involves describing one's position in
ways that identify common ground and establish a collaborative tone.
Framing for common ground attains three interrelated objectives:
1) It provides a perspective we would like the other party to consider.
This relates to knowing what makes the persuadee tick.
2) It provides an open-minded way for alternatives and ideas to be
compared and contrasted. The speakers can unite and work together to
compete against or resolve the shared problem as opposed to competing
against one another.
3) It creates a logical structure and establishes constraints for decision
making. Clarifying the rules upfront reduces the appearance of
arbitrariness and manipulation—one day this, the next day that—down
the line. By planning and creating a framework ahead of time, you
provide a manner in which you and others can collaborate in the
problem-solving process.
60) People often decide what to do based on what they see others doing.
It is observed that we "view a behavior as correct in a given situation to
the degree that we see others performing it." Advertisers are aware of
this and persuade us to buy their products by telling us not necessarily
how good a product is, but how strongly others think so (e.g., "number
one selling," or "most popular model"). Conversely, we see no problem
with what could be considered deviant behavior if everyone does it, as is
the case in a parking garage that has been littered with unwanted flyers
posted on unsuspecting drivers' cars.
An effective persuader can use consensus/social proof in several ways:
1) To show persuadees that similar others (those the persuadee would
identify with) are doing what you are asking them to do
2) To show that others have benefited as a result of saying "yes" to your
request
3) To share testimonials of similar others and experts

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61) To defend yourself against manipulation the following should be
done: 1) Be clear on your convictions and why you hold them. Avoid
being a victim of unscrupulous manipulators by being smart when
interacting with them.
2) Think substance, not appearance. Base your acceptance of a
persuader on the strength of his reasoning, not simply because he has
connected with you or the audience emotionally.
3) Doubt the trust of what's being said. Do ask questions of speakers
before being convinced by the power of their words that they are right.
4) Know the source. Increasingly, people rely on the Internet for
information and expertise. Yet much of the material readily available
can't be attributed to a specific author, organization, or date. Know the
source before using content in personal or professional decision making.
5) Consider the needs of others besides yourself. When being courted
by a persuader, consider not just your interests but those of others who
may be affected by the action or perspective being advocated.

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62) When creating a persuasive presentation, it is crucial to determine
the reason for giving the presentation and find the need behind the idea
presented. Elements of persuasion can be useful tactics when developing
effective presentations. Some other tips for effective presentation
include the following: Before the Presentation:
1) Research your intended audience. What are their interests? Their
beliefs? To what kind of presentation are they accustomed? Will they
want to see your materials in advance? Will a handout or copy of the
report being presented be expected?
2) Determine appropriate dress. Find out what's appropriate in the
environment in which you'll be speaking.
3) Prepare your remarks.
4) Practice. You don't have to write out the whole speech. Make a list of
the key concepts you want to address and develop "talking points" that
support each of these concepts. Practice saying these points in sequence,
using a natural conversational tone.
5) Relax. Just before the presentation, clear your head and focus on the
task at hand.
During the Presentation:
1) Begin with an anecdote or quote. This ensures you begin with an
attention-grabber that helps the audience focus on your presentation.
Avoid the use of a joke.
2) Give your audience an organizing framework. Begin your
presentation by telling your audience the key concepts you'll be
addressing.
3) Present the core of your argument at the beginning. This gives the
audience a road map—they know where you're heading and why.
4) Make your session interactive. Take questions throughout. If there's
no time for audience interaction, ask one or two rhetorical questions, or
begin your presentation with a question that can focus their thinking,

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Test Bank for Interpersonal Skills in Organizations, 6th Edition, Suzanne de Janasz, Karen D

even if a response is not expected.

5) Use technology, but sparingly. You want to be up on the latest
cutting-edge methods—as appropriate for the message and audience—
but you don't want to lose the personal connection with the audience or
give the impression that you're more style than substance.
6) Be interesting but not necessarily entertaining. It's important to
engage your audience. Making people laugh can do this. Even more
effective is making them think.
7) Summarize. "Tell them what you told them." This helps focus the
audience's attention on the essence of your presentation—the key take-
aways or lessons of your message.
After the Presentation:
1) Evaluate. Ask yourself, and others who were present, what went well
and what you can do differently in the future. It helps to debrief while
your presentation is still fresh in your—and others'—minds. Debriefing
is also helpful when recycling your presentation.
2) Follow up. Prepare and send any materials or data you promised to
the audience, and send a formal thanks to the organizer of the event at
which you spoke.

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