TEST BANK for LOOK, Looking Out, Looking In, 4th Canadian Edition by Ronald; Judith; Russell by ACADEMIAMILL

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Chap 01_4ce_Look Indicate whether the statement is true or false. 1. Pleasure is one of the social needs identified by researchers. a. True b. False 2. The absence of communication can affect physical health in extremely negative ways. a. True b. False 3. We learn who we are through communicating. a. True b. False 4. Lack of eye contact is a sign of respect in some Indigenous cultures. a. True b. False 5. Whenever we discuss our mutual relationship with the other person, we are meta-communicating. a. True b. False 6. Protection is one of the social needs identified by researchers. a. True b. False 7. In healthy relationships, both parties flexibly share decision-making. a. True b. False 8. Just as judges instruct juries to disregard some statements made in court, we can reverse or erase the effects of communication interactions in everyday life. a. True b. False 9. The major difference between impersonal communication and interpersonal communication is the number of people involved. a. True b. False 10. A cell phone is an example of a channel. a. True b. False

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Chap 01_4ce_Look 11. All two-person interactions qualify as interpersonal communication when a qualitative definition of interpersonal communication is used. a. True b. False 12. According to your text, the axiom “the more communication the better” is true. a. True b. False 13. Relational dimensions of messages make statements about how the parties feel toward one another. a. True b. False 14. Your text promises that if you communicate skillfully enough, you should be able to solve every problem you encounter. a. True b. False 15. Metacommunication is a destructive substitute for real communication. a. True b. False 16. Social media promotes greater self-disclosure. a. True b. False 17. Email is an example of transactional communication. a. True b. False 18. Communication is so important that its quantity and quality can affect physical health. a. True b. False 19. The transactional model of communication suggests that communicators send and receive messages simultaneously. a. True b. False 20. Social media can increase the quality and quantity of interpersonal communication. a. True b. False

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Chap 01_4ce_Look 21. According to a study by a University of British Columbia Ph.D. candidate on the effects of isolation, it is hard to escape spiritual and emotional darkness. a. True b. False 22. Vanessa is very aware of how her communication impacts others. She is a high self-monitor. a. True b. False 23. It is impossible to repeat the same communication event. a. True b. False 24. Poor communicators have limited ways to respond in difficult situations. a. True b. False 25. According to one study, some media tools offer “low-friction” opportunities to create, enhance, and rediscover social ties.” These benefits outweigh the costs. a. True b. False 26. Socially isolated people compensate effectively for their lack of communication so that their longevity rates are about the same as those of people with strong social ties. a. True b. False 27. Open-mindedness in intercultural communication means adopting the beliefs of the culture you are visiting. a. True b. False 28. Metacommunication is made up of messages that people exchange, verbally or nonverbally, about their relationship. It is communication about communication. a. True b. False 29. According to your text, impersonal communication can be defined quantitatively or qualitatively. a. True b. False 30. Almost all verbal messages have a content dimension as well as a relational dimension. a. True b. False

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Chap 01_4ce_Look 31. An international study found that when some university students went 24 hours without using their cellphone, going on Facebook, texting, emailing, etc. they experienced symptoms similar to drug addiction withdrawal. a. True b. False 32. Impersonal communication follows unique social rules for behaviour. a. True b. False 33. If you want to gain intercultural competence, you’ll want to engage in cognitive complexity—the ability to construct a variety of frameworks for viewing an issue. a. True b. False 34. Susan is four-year old and is upset with her mother so she states, “I am never communicating again.” However, it would be impossible for her or anyone to stop communicating. a. True b. False 35. Communication consists only of messages a sender deliberately conveys. a. True b. False 36. Active strategies include reading, watching films, and asking experts or members of the other culture how to behave, as well as taking intercultural communication courses. a. True b. False 37. Your text states that interpersonal relationships are characterized by unique rules and roles and that every relationship is different. a. True b. False 38. Cognitive complexity is the ability to construct a variety of frameworks for viewing an issue. a. True b. False 39. People high in willingness to communicate with people from other cultures report a greater number of “intercultural” friends than those who are less willing to reach out. a. True b. False 40. Communication competence is a trait that people either possess or lack. a. True b. False

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Chap 01_4ce_Look 41. ”Leaner messages” in social media refers to the limitations of verbal messages without nonverbal cues. a. True b. False 42. According to your text, awareness of new ways of communicating is sufficient to enable people to communicate more effectively. a. True b. False 43. Your goal should be to become a perfect communicator. a. True b. False 44. One study found that over 60 percent of medical errors were due to inadequate training in procedures. a. True b. False 45. Betty appears to be upset. Justin wonders if Betty is upset because he knows she is working on a difficult project at work. He also wonders if she might be upset because she didn’t sleep well last night or perhaps she’s just having an off day. Justin is demonstrating cognitive realism. a. True b. False 46. The transactional model represents communication as static—more like a gallery of still photographs than a motion picture film. a. True b. False 47. There is no such thing as the “same” message: words and behaviours are different each time they are spoken or performed. a. True b. False 48. Feeling sorry for someone is empathy. a. True b. False 49. Relational dimensions of messages make statements about how the parties feel toward one another. a. True b. False 50. Divorced people have about the same life expectancy as married people. a. True b. False

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Chap 01_4ce_Look 51. Cognitive complexity is defined as the degree to which two or more people like or appreciate one another. a. True b. False 52. A telephone conversation is an example of linear communication. a. True b. False Indicate the answer choice that best completes the statement or answers the question. 53. Day after day, Jeff and Simon argue about where they will go for the Christmas holidays. It seems that the more they try to resolve the problem, the more irritable and distant they become. What communication misconception does this scenario illustrate? a. Meanings are not in words. b. It is impossible not to communicate. c. More communication is always better. d. Communication can be intentional or unintentional. 54. Fran is upset with her neighbour, Ted. Instead of talking through the problems with Ted she talks about him to other people in the neighbourhood. Ted is hurt by this and, although Fran apologizes and their relationship is cordial, Ted does not forget what Fran has done. Which communication principle does this scenario demonstrate? a. Communication is irreversible. b. It’s impossible not to communicate. c. Communication can be intentional or unintentional. d. Communication is unrepeatable. 55. Which element is included in the transactional communication model? a. relational b. linear c. environment d. context 56. Which social needs do people strive to fulfill by communicating? a. identity and physical b. control and affection c. talking and listening d. self-esteem and self-actualization 57. In an international study covering 10 countries, 1000 university students attempted to go 24 hours without using cell phones, texting, or going on Facebook, Instagram, Snapchat, or Twitter. What was the overarching result for most students? a. They felt lonely and/or bored. b. They rediscovered their enjoyment of childhood activities; for instance, drawing. c. They realized that their phones do created a degree of anxiety. d. They were motivated to meet friends for a social outing.

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Chap 01_4ce_Look 58. As it relates to social media, what does the term “leaner messages” mean? a. Mediated messages lack nonverbal cues. b. Mediated messages tend to use a simple vocabulary. c. Mediated messages are generally much briefer than face-to-face messages. d. Mediated messages tend to be more superficial and lacking in detail than face-to-face messages. 59. Jason tells a joke in economics class and his peers laugh wildly. Encouraged by this response, Jason tells the joke later in his sociology class, but no one laughs. What communication principle does this scenario illustrate? a. Communication is irreversible. b. Communication is unrepeatable. c. More communication is not always better. d. Communication can be intentional or unintentional. 60. Why did Steve Jobs, co-founder of Apple, suggest that personal computers be renamed “interpersonal computers”? a. Some users have exchanged interpersonal relationships for computer use. b. Computers have advanced to the point that they function as a companion or friend to some users. c. Using social media forces us to be more precise in our interpersonal messages. d. Computers serve as a mediated channel for face-to-face communication. 61. Val, a nurse, feels embarrassed when she gets an angry response after asking a doctor she is working with at the hospital a question. She apologizes profusely and believes she has done something wrong. What communication misconception best explains the error in Val’s thinking? a. Meanings are in words. b. A single event causes another’s reaction. c. Communication can solve all problems. d. Successful communication always involves shared understanding. 62. Which of the following is an example of a relational dimension? a. “I’ll have a large coffee.” b. “I’ll have a large coffee,” says Jason in a demanding tone. c. Jason decides to go through the drive-through for his coffee instead of going in so he won’t have to talk to the cashier. d. Jason decides to make his coffee at home because he is in a bad mood and doesn’t want to interact with people. 63. You lose your temper and say something to a friend that you immediately regret. Your friend’s reaction depends on all of the following EXCEPT which one? a. their frame of mind b. their personality c. the relationship history d. their age and years of wisdom 64. According to Maslow’s hierarchy, what is the most fundamental need? a. esteem b. physical c. safety d. social Copyright Cengage Learning. Powered by Cognero.

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Chap 01_4ce_Look 65. Professor Grant will be providing feedback to his social work students regarding their clinical placement working with abused children. Professor Grant is very respectful in how he phrases his feedback so he doesn’t offend or discourage his students. What is Professor Grant doing? a. communicating intentionally b. communicating nonverbally c. linear communication d. transactional communication 66. Which statement best characterizes interpersonal relationships? a. They develop unique qualities. b. They are generally similar to one another. c. They have more relational talk than content talk. d. It is desirable to have more of them than impersonal relationships. 67. There are three factors that influence a person’s decisions about what communication skills to use in a particular situation in order to be effective. What are these factors? a. empathy, knowledge of the other person, and situation b. communication context, the goal, and knowledge of the other person c. communication context, the other person’s mood, and self- monitoring. d. empathy, the goal, and cognitive complexity 68. Jesse tells Joy about a crane that has been visiting his neighbourhood. “I just love the crane’s visits!” Jesse exclaims. Joy thinks it’s strange that Jesse enjoys a construction crane in his neighbourhood; however, Jesse is actually talking about a bird. Which communication misconception does this illustrate? a. More communication is always better. b. Meanings are in words. c. Successful communication always involves shared understanding. d. A single person or event causes another’s reaction. 69. Which term describes the tendency to transmit messages without considering their consequences? a. relational b. disinhibition c. affinity d. immediacy 70. Jeremy and Sasha are talking about how they have gotten along in their friendship over the past few weeks. Which term best describes what they are doing? a. self-disclosing b. metacommunicating c. positive confrontation d. relational enhancement 71. Which statement best describes the relational dimensions of a message? a. They deal with emotional needs. b. They are expressed verbally. c. They communicate the nature of the relationship. d. They communicate how each party feels about himself or herself in the relationship.

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Chap 01_4ce_Look 72. Jane, your best friend, seems angry with you. At first you wonder if you have done something to upset her. Then you think about how stressed she has been with work, and then you consider that perhaps she isn’t angry at all, perhaps you have been overly sensitive. What are you displaying? a. empathy b. self-monitoring c. cognitive complexity d. commitment 73. A jet flying low overhead interferes with your conversation with a friend. What is this an example of? a. noise b. feedback c. external disruption d. transactional disruption 74. How are identity and communication related? a. People control communication with our identity. b. People are drawn to communicators who test and challenge our identity. c. People take aspects of others’ identities as our own through communication. d. People gain an idea of who we are from the way others communicate with us. 75. Which qualitative interpersonal relationship characteristic simply means that the other’s experiences affect you as well? a. uniqueness b. interdependence c. immediacy d. irreplaceability 76. Which of the following is an example of physiological noise? a. cars driving by your home b. a headache c. fear of this afternoon’s test d. feeling happy about tonight’s date 77. Which term can be described as the ability to construct a variety of different frameworks for viewing an issue? a. cognitive complexity b. communication competence c. metacommunicating d. perceptual pluralism 78. Shannon is struggling to pay her monthly bills and is worried she may not have enough money to buy groceries at the end of the month. According to Maslow’s hierarchy, what type of need is Shannon concerned about? a. physical b. safety c. social d. self-esteem 79. Professor Kumar is having difficulties teaching a statistical research method to his students. He is having trouble concentrating because he is coming down with the flu. What type of noise is this an example of? a. external noise b. physiological noise c. psychological noise d. environmental noise 80. Psychologist Abraham Maslow arranged human needs on a hierarchy. According to Maslow, which statement best describes the most basic need in his hierarchy? a. It is the fundamental need of self-actualization. b. The nature of this need differs from person to person. c. It needs to be satisfied before people are concerned with other needs. d. It is generated by other people in interpersonal communication. Copyright Cengage Learning. Powered by Cognero.

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Chap 01_4ce_Look 81. Which term would you use in your research paper if you were exploring the topic of communication aligned with getting things done? a. affinity b. instrumental goals c. immediacy d. linear communication model 82. You want to let a close friend know how much she/he means to you in a way that is sincere and doesn’t embarrass either of you. Using the characteristics of communication competence, what is the best approach to achieve your goal? a. Follow the methods that you saw another friend use successfully. b. Avoid sending any message until you are sure it will be well received. c. Follow the methods you used successfully with others in the past as closely as possible. d. Consider a variety of alternatives, choosing the one that you think will be most successful. 83. Patricia states she loves spending time with her friends because it is so enjoyable and personally rewarding. Which qualitative interpersonal relationship characteristic is she demonstrating? a. disclosure b. intrinsic rewards c. irreplaceability d. emotional 84. Carter was recently promoted to a supervisor position at the counselling centre he has worked at for the past 10 years. He now supervisors his former colleagues and he has found that both his communication with his former colleagues and their communication with him has changed. Which communication characteristic does this demonstrate? a. Communication competence is situational. b. Communication competence can be learned. c. Communication competence is contextual. d. There is no ideal way to communicate. 85. What was the most significant deficit found in the “Wild Boy of Aveyron?” a. social skills b. instrumental skills c. physical coordination d. sense of human identity 86. What is the main source of a sense of identity? a. self-reflection b. genetic inheritance c. cultural background d. interaction with others 87. Janie decides not to tell her friend Anne that she hates her new haircut; however, Bill thinks that Janie should be honest with Anne and tell her what she really thinks. Which communication misconception does this illustrate? a. A single person or event causes another’s reaction. b. Communication can solve all problems. c. Successful communication always involves shared understanding. d. More communication is always better.

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Chap 01_4ce_Look 88. Why does social media enhance interpersonal communication? a. The messages are leaner, allowing people who are busy to communicate effectively. b. Technology is becoming more affordable, providing more people with access. c. Social media eliminates the distractions of nonverbal responses. d. Social media allows people to communicate across widespread time zones. 89. What is a person doing when they pay attention to their behaviour in relationships? a. controlling b. integrating c. self-monitoring d. ego-centric behaviour 90. Which of the following describes “noise” in the communication process? a. more than one communicator talking at a time b. nonverbal behaviours that hinder communication c. any force that interferes with effective communication d. a communication channel that interferes with the clear flow of communication 91. It is through _____ that we meet our physical, safety, social, and self-esteem needs and rise to selfactualization. a. knowledge b. a strong work ethic c. communication d. our positive attitudes toward others 92. Which of the following best defines the meaning of the “environments” that communicators occupy? a. the social systems in which they communicate b. the physical locations in which they communicate c. the space that they require to communicate effectively d. the fields of experience that affect how they understand others’ behaviour 93. What needs to occur in order for communication to take place between two people? a. They must be in close proximity to each other. b. They must experience similar environments. c. There must be minimal external and psychological noise. d. They must be sending and receiving some type of message. 94. Which scenario below is an example of disclosure in qualitative interpersonal relationships? a. Mary tells Frank that he did a great job on his presentation at work. b. Andy informs Ernie that he parked in the wrong spot. c. Heather shares details of her honeymoon with her friend Kelly. d. Yvonne introduces Tara to her friend Linda.

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Chap 01_4ce_Look 95. Jane, a cashier at a grocery store, tells a customer to have a nice day. What type of interpersonal communication is this? a. dyad b. qualitative c. polite d. interdependent 96. Many studies have researched happiness. Which factor is linked with happiness? a. a satisfying job b. health and fitness c. positive interactions with others d. standard of living and lifestyle 97. In a demanding tone of voice, your nursing supervisor says “It’s your turn to fill the medical supplies.” What should a person do to clarify the relational dimension of her message? a. Tell your supervisor how defensive she sounds. b. Ask your colleague to explain the real problem. c. Point out the tone of voice and ask if your supervisor if she is upset with you. d. Negotiate other ways of dealing with the medical supply problem which may lead to a discussion of the real problem. 98. What are two friends likely doing while they are communicating? a. primarily sending messages b. primarily receiving messages c. taking turns sending and receiving messages d. sending and receiving messages at the same time 99. Ian is frowning as he does his reading for Interpersonal Communications. Which communication principle is his scowling an example of? a. It’s impossible not to communicate. b. Communication is irreversible. c. Communication has a content and relational dimension. d. Communication is unrepeatable. 100. Which of the following best defines qualitative interpersonal communication? a. communication in which the parties consider one another as unique individuals rather than as objects b. impersonal communication, usually face to face, between two individuals c. behaviour that treats others as objects rather than as individuals d. two people interacting 101. Hannah is planning to ask her Mom for a big favour. Hannah spends extensive time planning out exactly what she is going to say in the hopes that her Mom will say yes. What communication misconception does this scenario illustrate? a. Meanings are in words. b. Communication is unrepeatable. c. More communication is always better. d. Communication can be intentional or unintentional.

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Chap 01_4ce_Look 102. One study revealed that ___ percent of the 4000-plus adults surveyed knew more about their neighbours’ dogs than about their neighbours’ backgrounds. a. 20 b. 30 c. 25 d. 60 103. How are the relational dimensions of messages usually expressed? a. verbally b. nonverbally c. through metacommunication d. within the content dimension of the message 104. Prof Jordan presented to his online course a lesson that describes the behaviour that takes place when the discussion of personal topics and relational development extends beyond what normally happens in face-to-face interaction. What term was he teaching? a. affinity forming b. hyperpersonal communication— accelerating c. hypopersonal communication—hastening d. disinhibition 105. What are the two dimensions included in the majority of interpersonal messages? a. content and relational b. defensive and supportive c. semantic and syntactic d. verbal and contextual 106. What is characteristic of the behaviour of effective communicators? a. They have a wide range of behaviours from which to choose. b. They exhibit behaviours that are predictable by their partners. c. They exhibit unique behaviours more often than less effective communicators. d. They have a consistent set of a few best communication behaviours they can draw upon as needed. 107. According to research, how do competent communicators achieve effectiveness? a. They give lots of feedback. b. They adjust their behaviours to the person and situation. c. They use an appropriate balance of seriousness and humour. d. They consistently use the same types of behaviour in a wide variety of situations. 108. According to the text, what is a challenge when using social media? a. distraction b. leaner messages c. technological difficulties d. deficient self-disclosure 109. Which statement best describes impersonal relationships? a. Most relationships are impersonal. b. Impersonal communication plays an important role in our lives. c. It is desirable to communicate impersonally as much of the time as possible. d. It usually involves groups of people engaged in a common interest Copyright Cengage Learning. Powered by Cognero.

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Chap 01_4ce_Look 110. Why is tolerance for ambiguity an important quality for intercultural competence? a. Without it one is a passive observer. b. There is more than one right way to do things. c. Many messages in other cultures are equivocal. d. We need to be open-minded to the ways of others. 111. What is the best thing to do when you are unsure of the relational dimension of a message? a. Accept the verbal statement at face value. b. Interpret the nonverbal behaviour. c. Describe the behaviour and ask what it means. d. Go back to the content dimension of the message to find meaning. 112. What is common in almost all interactions? a. a proximity and temporal dimension b. a kinetic and geographical dimension c. a content and relational dimension d. a semantic and syntactic dimension 113. Which term is defined as “the fields of experience that affect how a communicator understands another’s behaviour?” a. relational dimension b. empathy c. content dimension d. environment 114. Kim is travelling to Kenya to volunteer as a nurse for three months. What knowledge and skill strategy should she use to be an effective intercultural communicator? a. integration b. ambiguity c. direct communication d. passive observation 115. Which of the following describes a relational message? a. a message that communicates information about b. a message that expresses the social relationship the subject being discussed. between two or more individuals c. a behavioural message that treats others as d. a written message posted on a workplace objects Facebook page 116. Steve is a police officer in remote northern town close to a First Nations community. He is surprised to discover few First Nations people make eye contact with him when they talk. He recognizes that this is a cultural difference and he decides that in order to be more effective at his job he needs to learn more about the people he will be working with. What is this an example of? a. open mindedness b. tolerance for ambiguity c. motivation d. empathy 117. What are the three types of noise that can hinder communication? a. internal, external, and transactional b. linear, interactional, and transactional c. external, physiological, and psychological d. sociological, physiological, and psychological

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Chap 01_4ce_Look 118. According to the textbook, how did college students who frequently use instant messaging find face-to-face communication? a. not better in terms of satisfying communication and information needs but better at meeting their social needs b. better “in terms of satisfying individuals' communication, information, and social needs” c. more stressful and less time effective d. enjoyable but disruptive to their time management and information-gathering responsibilities 119. Barbara sends an email to her Member of Parliament to communicate her concerns regarding the government’s student loan repayment schedule. What is Barbara’s action an example of? a. linear communication b. interactive communication c. interpersonal communication d. transactional communication 120. What sequence of stages would you expect to move through when learning a new communication behaviour? a. awareness, awkwardness, skillfulness, integration b. awkwardness, integration, skillfulness, awareness c. awareness, initiation, skillfulness, competence d. initiation, skillfulness, competence, awareness 121. Why is Maslow’s hierarchy of needs important to the study of interpersonal communication? a. Communication can help people meet each of the needs. b. Communication is one of the needs in the hierarchy. c. People can’t understand their needs without communication. d. Maslow considered the need for communication as the sixth “hidden” need. 122. James and Dan are in an intimate relationship together. Using a demanding tone of voice, James tells Dan that it is his turn to do the dishes. What type of message is James sending to Dan? a. content b. relational c. impersonal d. inappropriate 123. Which statement best describes interpersonal relationships? a. Most people are very successful at managing their interpersonal relationships. b. Most people are satisfied with their interpersonal relationships c. Most people are not very successful at managing their interpersonal relationships. d. Most people are not satisfied with their interpersonal relationships. 124. According to research, which statement best describes social media communication? a. It enhances both the quantity and quality of interpersonal communication. b. It diminishes both the quantity and quality of interpersonal communication. c. It enhances the quantity but decreases the quality of interpersonal communication. d. It enhances the quality but decreases the quantity of interpersonal communication.

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Chap 01_4ce_Look 125. What are some of the characteristics that make relationships more interpersonal than impersonal? a. intrinsic rewards and proximity b. scarcity, disclosure and intimacy c. higher levels of self-disclosure and intimacy d. uniqueness, irreplaceability, and interdependence 126. What is a person doing when they carefully plan the words they will use, to avoid offending someone? a. communicating nonverbally b. communicating intentionally c. providing feedback d. reducing physiological noise 127. Why are integrated communicators able to express themselves in skillful ways with little effort? a. They have had more experience. b. Their communication is a self-conscious act. c. Effective behaviour has become an unconscious habit. d. The skills they use are basic elements of interpersonal communication. 128. Tom and Kelly meet in their staff lunch room to discuss concerns they have regarding a mutual client. What is NOT likely to occur in their discussion? a. noise b. encoding c. linear communication d. transactional communication 129. What is a characteristic of integrated communicators? a. a greater degree of sociability b. a conscious focus on communicating effectively c. exposure to a wide range of communication styles d. communicating competently without constant self-monitoring 130. Norman believes that he has a great sense of humour. He makes sexist jokes at work regularly, and is unaware that many of his colleagues are uncomfortable. What is Norman demonstrating? a. high cognitive complexity b. high self-monitoring c. low self-monitoring d. low empathy 131. What do some theorists claim is the most important reason for fulfillment and emotional well-being? a. career satisfaction b. physical fitness c. social popularity d. positive relationships 132. What is a channel for communication? a. walking b. gesturing c. self-talk d. self-awareness

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Chap 01_4ce_Look 133. You are attending a conference regarding the importance of communication. One speaker is addressing the issue of the golden hour; what is it? a. a term to describe the importance of socializing with peers outside work hours b. a practice to place newborns immediately in skin-to-skin contact with their mothers c. a moment during an interaction with colleagues that you sense a connection d. the field of experiences that lead a person to make sense of another’s behaviour 134. Which communication characteristics is Martin demonstrating because he continually attends to his own behaviour and uses his observations to shape the way he acts? a. commitment b. control c. self-monitoring d. empathy Match each of the statements below with the element of the communication model it illustrates most clearly. a. channel b. sender c. environment d. external noise 135. Ellen is the person who takes flowers from everyone in the office to the boss, who is in the hospital. 136. Your classmate repeatedly clicks his pen during lecture. 137. You write your friend a note instead of calling her. 138. Chris and Bill understand each other easily because they have many experiences in common. Match each of the statements below with the element of the communication model it illustrates most clearly. a. behaviour b. receiver c. environment d. message e. psychological noise 139. Alex listens to a speech. 140. Your friend’s religion is different from yours, but you went to the same high school and college. 141. While your boss is giving the quarterly report, you are worrying about how you will get home from work. 142. Alec tells Chan directly: “Your snoring bothers me.” 143. Ali raises his voice as he speaks with Lee. 144. Describe an interpersonal communication incident from your experience, identifying at least five elements of the transactional model of communication shown in LOOK.

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Chap 01_4ce_Look 145. Using the characteristics of an effective communicator discussed in Chapter 1, evaluate your communication competence in the context of one interpersonal relationship in which you are currently involved. Provide specific examples of your behaviour and the behaviour of the other person.

146. Explain how social media can have positive and negative impacts on interpersonal communication. Explain your answer using points from the text and examples from your personal experience.

147. Describe how you have used communication to meet each of the needs in Maslow’s hierarchy.

148. Identify and explain the three features of qualitative interpersonal relationships. Provide a personal example for each feature.

149. Describe each of the communication principles and provide an example for each one.

150. Using a recent interaction you had with another person, identify the content dimension and the relational dimension of a message sent and explain the difference between the two.

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Chap 01_4ce_Look 151. Discuss the importance of effective interpersonal communication for the workplace. Be sure your answer references elements of the transactional model and the characteristics of an effective communicator, as discussed in Chapter 1.

152. Discuss attributes that are helpful to communicate effectively with people from cultures that are different from yours.

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Chap 01_4ce_Look Answer Key 1. True 2. True 3. True 4. True 5. True 6. False 7. True 8. False 9. False 10. True 11. False 12. False 13. True 14. False 15. False 16. True 17. False 18. True 19. True 20. True 21. True 22. True 23. True 24. True 25. True 26. False

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Chap 01_4ce_Look 27. False 28. True 29. True 30. True 31. True 32. True 33. True 34. True 35. False 36. True 37. False 38. True 39. True 40. False 41. True 42. False 43. False 44. False 45. False 46. False 47. True 48. False 49. True 50. False 51. False 52. False 53. c 54. a Copyright Cengage Learning. Powered by Cognero.

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Chap 01_4ce_Look 55. c 56. b 57. a 58. a 59. b 60. d 61. b 62. b 63. d 64. b 65. a 66. a 67. b 68. b 69. b 70. b 71. c 72. c 73. a 74. d 75. b 76. b 77. a 78. a 79. b 80. c 81. b 82. d Copyright Cengage Learning. Powered by Cognero.

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Chap 01_4ce_Look 83. b 84. a 85. d 86. d 87. c 88. d 89. c 90. c 91. c 92. d 93. d 94. c 95. a 96. c 97. c 98. d 99. a 100. a 101. d 102. c 103. b 104. d 105. a 106. a 107. b 108. b 109. b 110. c Copyright Cengage Learning. Powered by Cognero.

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Chap 01_4ce_Look 111. c 112. c 113. d 114. d 115. b 116. c 117. c 118. b 119. a 120. a 121. a 122. b 123. c 124. a 125. d 126. b 127. c 128. c 129. d 130. c 131. d 132. b 133. b 134. c 135. b 136. d 137. a

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Chap 01_4ce_Look 138. c 139. b 140. c 141. e 142. d 143. a 144. Answers will vary. 145. Answers will vary. 146. Answers will vary. 147. Answers will vary. 148. Answers will vary. 149. Answers will vary. 150. Answers will vary. 151. Answers will vary. 152. Answers will vary.

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Chap 02_4ce_Look Indicate whether the statement is true or false. 1. It is possible to have a more favourable image of yourself than the objective facts or the opinions of others warrant. a. True b. False 2. Melissa spends a lot of time looking at models and often feels that her body is inadequate. Melissa is engaged in social comparison. a. True b. False 3. Nonverbal behaviours play a big role in managing impressions. a. True b. False 4. If you are trying to change your self-concept, being perfect is a good way to make positive change. a. True b. False 5. Steve, a transgender man, feels he must hide the fact that he is trans in his workplace. This is common for many transgendered people. a. True b. False 6. According to your text, the self-concept is shaped by communication. a. True b. False 7. Having high self-esteem is a guarantee for interpersonal success. a. True b. False 8. Margaret’s professor keeps telling Margaret how smart she is. Margaret feels confident about her upcoming test, based on what her professor is saying and based on her experience doing well on tests. She studies hard for her Interpersonal Communications test and gets an A! Margaret continues to believe that she is smart. This is an example of self-fulfilling prophecy. a. True b. False 9. Our concept of self is shaped partly by the culture in which we have been reared. a. True b. False

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Chap 02_4ce_Look 10. Identity management involves deciding which part of yourself to hide. a. True b. False 11. According to the concept of self-fulfilling prophecy, we cannot become what we believe about ourselves. a. True b. False 12. Ken doesn’t like himself and he believes that others don’t like them either. Ken has low self-esteem. a. True b. False 13. Bruce thinks he is bad at public speaking. He has a presentation coming up and he keeps telling himself that he will mess it up. During the presentation he fumbles over his words, reads his cue cards, and speaks with a low voice. As a result, he did not receive positive feedback on his presentation. This is an example of self-imposed prophecy. a. True b. False 14. Other-imposed prophecies have little influence on most people. a. True b. False 15. Behaviours like tone of voice and touch can contribute to the development of the self-concept. a. True b. False 16. People with high self-esteem perform poorly when being watched. a. True b. False 17. People with high self-esteem can handle all conflicts productively. a. True b. False 18. Most Western cultures have what is called a collective identity. a. True b. False 19. The self-concept is strongly resistant to change. a. True b. False

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Chap 02_4ce_Look 20. Katie is a new student in a new school. Katie wants to sign up for the volleyball team even though she hasn’t played volleyball before. The coach tells her not to bother because she is short; he says that short girls don’t do well at volleyball. After that experience, even though she never played volleyball, Katie tells people that she isn’t good at volleyball. This is an example of other-imposed prophecy. a. True b. False 21. Canada’s changing self-concept is due to a steady population growth of visible minority immigrants. a. True b. False 22. You shouldn’t listen to the “boosters” and “busters” others give you since your self-concept is only your view of yourself. a. True b. False 23. In many cases a self-concept is based on data which may have been true at one time, but are now obsolete. a. True b. False 24. The person you believe yourself to be in moments of honesty is called the presenting self. a. True b. False 25. We use identity management to create many identities. a. True b. False 26. Reflected appraisal means that you reflect on your communication skills and make adjustments to improve your skills. a. True b. False 27. Jennifer thinks that most people like her and Jennifer likes most people that she meets. Jennifer has high selfesteem. a. True b. False 28. According to your text, the self-concept is influenced by significant others from both the past and present. a. True b. False 29. The image you try to show to others is called the perceived self. a. True b. False

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Chap 02_4ce_Look 30. We use identity management to create our one identity. a. True b. False 31. The self-concept is extremely subjective, being heavily influenced by interaction with others. a. True b. False 32. Communication from others does not affect our self-concept. a. True b. False 33. You are unlikely to reveal all of the perceived self to another person. a. True b. False 34. The tendency to cling to an outmoded self-perception holds only when the new image would be less favourable than the old one. a. True b. False 35. Although those around us play a large part in helping us shape our self-concept when we are children, others have little effect on our self-concept once we reach adolescence. a. True b. False 36. Employees with high self-esteem make better employees overall. a. True b. False 37. Both verbal and nonverbal messages contribute to a developing self-concept. a. True b. False 38. The process of impression management can result in dishonest behaviour. a. True b. False 39. Your personality remains stable over your lifetime. a. True b. False 40. The self-concept begins to develop sometime between the ages of two and four years. a. True b. False

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Chap 02_4ce_Look 41. The self-concept is a relatively stable set of perceptions you hold of yourself. a. True b. False 42. Managers make employees less productive by communicating high expectations. a. True b. False Indicate the answer choice that best completes the statement or answers the question. 43. In the textbook section, “Looking In and Coming Out” the writer states he went into the closet when family and friends criticized him for wanting to be a female character. What statement was shared to support why the choice to go into the closet was made? a. New personal discoveries can be made as one matures. b. People can create more satisfying identities. c. It is very natural to want to feel safe in our early developmental stages. d. People can change and become effective in their real-life interactions with others. 44. Who is a significant other? a. a supportive person b. a person with significant goals c. a person whose opinion we specifically value d. a person with whom there is a strong romantic attachment 45. What has the potential to powerfully shape self-concept? a. self-esteem b. self-monitoring c. significant others d. cognitive complexity 46. Which situation is an example of identity management? a. Bruce wants Juan to help him move this weekend so he buys Juan lunch with the hope of convincing Juan to give up his Saturday. b. Gord believes that he isn’t good at chemistry; as a result, he fails his chemistry exam. c. Jennifer has low self-esteem but presents as confidently as possible so people won’t know what she thinks about herself. d. Radha believes that people need to know about her back pain so she tells as many people as possible about it. 47. Which term refers to the image that a person gives to others? a. presenting self b. perceived self c. identity management d. public self

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Chap 02_4ce_Look 48. Which of the following is often a result when people use the word “can’t”? a. It helps us accept our limitations. b. It creates a self-fulfilling prophecy. c. It increases our defensiveness and makes us less approachable. d. It reduces our defensiveness and makes us more approachable. 49. Xiaoxin doesn’t like to talk about his accomplishments. In his culture this is frowned upon. What does this demonstrate? a. social expectations b. perfection c. distorted feedback d. obsolete information 50. Many students travelling abroad display the Canadian maple leaf on their backpacks or jackets. What identity management strategy is this an example of? a. appearance b. manner c. setting d. relationship 51. What occurs when your actions are governed by the expectations that others have of you? a. self-imposed prophecy b. self-fulfilling prophecy c. other-imposed prophecy d. other-fulfilling prophecy 52. What is the best advice for someone to follow if they want to feel more self-confident when meeting new people? a. Change your significant others. b. Reduce your focus on self-concept change. c. Disregard obsolete or inaccurate feedback. d. Compare yourself to a superior reference group. 53. Which term refers to the kind of person that someone believes himself/herself to be? a. ideal self b. perceived self c. persona d. presenting self 54. A self-fulfilling prophecy is described by which example? a. a nervous job applicant who surprises himself by how well he did in his interview b. a child who fails a test because she heard her teacher inform her mother that she is an underachiever c. a student who believes that he is inferior at giving speeches and, thus, forgets his ideas and fumbles d. a husband who reluctantly agrees to his wife’s request that they spend the holiday visiting Disneyland and ends up having a good time 55. Roberta has just graduated from an animation program, and she is starting to look for a job. Roberta decides to delete several pictures from her Facebook account from her college years and tightens up her privacy settings. What is Roberta engaged in? a. vocational management b. identity management c. career management d. impression management

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Chap 02_4ce_Look 56. What would be the most significant action to take if someone wanted to change their self-concept? a. Have high standards for oneself. b. Ignore feedback from other people. c. Critically examine the feedback one receives from other people. d. Have the desire and clear goals. 57. What is the relationship between identity management and self-monitoring? a. Identity management makes people more aware of themselves so that they can be more effective selfmonitors. b. Self-monitoring makes people more aware of their identity management. c. Identity management reduces the need for self-monitoring. d. Identity management and self-monitoring are not connected. 58. Which statement explains social comparison? a. trying to improve your time in a running race b. providing feedback to an employee c. reflecting on how you’ve changed in the last year d. judging your attractiveness to others while working out at a busy gym 59. What occurs when your own expectations influence your behaviour? a. self-imposed prophecy b. self-fulfilling prophecy c. other-imposed prophecy d. other-fulfilling prophecy 60. Which example is the result of distorted feedback? a. a misunderstanding when using mediated communication b. clinging to past failures even though they don’t predict failure in the future c. believing that you are unattractive when this is unwarranted d. feeling the need to be perfect 61. Employees with high expectations for their job performance are more likely to be successful than those with lower expectations. What is this an example of? a. delegation b. self-monitoring c. self-fulfilling prophecy d. social comparison 62. John feels nervous and makes mistakes when his professor observes the work he does on placement with clients in the youth facility. What does this indicate about John? a. He has high self-esteem and wants to ensure he is doing a good job. b. He has low self-esteem and feels threatened by people in superior positions to him. c. He is not effective at impression management. d. He is very effective at impression management.

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Chap 02_4ce_Look 63. Sue, a nurse, runs a healthy eating blog in her spare time. She exudes a healthy attitude and appears to be very knowledgeable and professional. What is this an example of? a. career management in online communication b. self-concept in online communication c. self-esteem in online communication d. identity management in online communication 64. Mark is a nursing student on placement at the hospital. He has received positive feedback on his performance from the other nursing staff that he is working with. Mark is feeling very good about his nursing skills and feels confident that he will be good at his job when he’s done school. What is this an example of? a. ego booster b. ego buster c. social comparison d. reflected appraisal 65. Which term describes the social, psychological, and behavioural expectations that are placed on us by society about what it means to be a particular sex? a. self-concept b. perceived self c. gender d. presenting self 66. Frank is trying to influence the opinion that his fellow classmates have of him. Why might he want to do this? a. He is trying to maintain relationships. b. He is trying to get away with doing less work. c. He has low self-esteem. d. He has high self-esteem. 67. Bill 101 made French the official language of the Province of Quebec. What was one reason for this change? a. to follow a federal mandate b. to maintain the Francophone sense of self c. to prevent Francophones from becoming an in-group d. to bring harmony to the diverse, multilingual society in Quebec 68. Your instructor stated, “From the beginning, being male or female shapes the way others communicate with us, and thus how we shape our sense of self.” Which process is being described? a. identity management b. reflected appraisal c. self-imposed prophecies d. social comparison 69. Which statement best describes identity management? a. All identity management is done intentionally. b. All identity management is unintentional. c. We create our identities while we interact with others. d. We use identity management to create a single desirable identity. 70. Simone, the CEO of a hospital, wants to appear authoritative, so she sits behind a large oak desk facing her subordinates when they come to speak with her. What strategy is Simone using to manage her identity? a. appearance b. manner c. posture d. setting Copyright Cengage Learning. Powered by Cognero.

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Chap 02_4ce_Look 71. Debbie works in a marketing agency and is stressed at work because she worries that her new boss is not going to like their new client’s advertising layout. She feels very uncomfortable when presenting her ideas to him and consequently makes mistakes. Which statement describes Debbie’s experience? a. Debbie has high-self-esteem in the workplace. b. Debbie has low self-esteem in the workplace. c. Debbie’s boss has unrealistic expectations. d. Debbie’s boss is a bully. 72. What does the term “self-concept” refer to? a. the way one believes others perceive their physiological, psychological, and social attributes b. the sum of one’s psychological, social, and physical attributes as perceived by a significant other c. the sum of one’s physiological, social, and psychological attributes as perceived by an impartial observer d. the sum of one’s beliefs about their physical characteristics, intelligence, aptitudes, and social skills 73. What are reference groups? a. people whose self-concepts we have influenced b. people whose self-esteem has been diminished c. groups against which we compare ourselves, thereby influencing our self-concept and self-esteem d. people who meet with others to improve self-esteem 74. Which statement best describes people with high self-esteem? a. They work harder for undemanding, less critical people. b. They are likely to disapprove of others. c. They perform well when being watched. d. They have difficulty defending themselves against other’s negative comments. 75. How is self-esteem related to self-concept? a. The two terms refer to the same concept. b. They both contribute to the evaluation one gives of his/her worth. c. Self-esteem is the part of the self-concept that evaluates self-worth. d. Self-concept is an aspect of self-esteem that involves beliefs about oneself. 76. Which term refers to the relatively stable set of perceptions you hold of yourself? a. self-concept b. self-esteem c. perceptual schemata d. psychological construct 77. Which personality traits does biology account for? a. antagonistic, agreeable, stable, neurotic, extroversion b. extroversion, shyness, assertiveness, verbal aggression, overall willingness to communicate c. high self-esteem, strong self-concept, intelligence, energy levels d. friendly, polite, calm, sense of humor, happiness

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Chap 02_4ce_Look 78. What is common in collectivistic cultures? a. self-sufficiency b. high value on change c. high value on equality d. connection with family 79. Which of the following best defines social comparison? a. A person who’s opinion is important enough to affect one’s self-concept strongly. b. Evaluating ourselves in terms of how we compare with others. c. Groups against which we compare ourselves, thereby influencing our self-concept and self-esteem. d. The tendency to seek and attend to information that conforms to an existing self-concept. 80. At work John goes to great lengths to hide that he is a transgender man. He shares very little about himself with his colleagues and he doesn’t spend any social time with them. What is John engaged in? a. high self-esteem in the workplace b. low self-esteem in the workplace c. self-fulfilling prophecy in the workplace d. identity management in the workplace 81. Which term refers to the communication strategies people use to influence how others view them? a. distorted feedback b. identity management c. reflected appraisal d. relational messaging 82. Mary is a counsellor and she continues to think about a case that happened 10 years ago when she lacked the proper knowledge to give advice to her client. As a result, she believes that she is a bad at her job. What does this scenario demonstrate? a. obsolete information b. distorted feedback c. perfection d. social expectations 83. Samir wants everyone to think he is a fun-loving, sociable guy so he is always throwing parties and entertaining his friends with wild stories about his travels, but he considers himself to be shy. What is this an example of? a. perceived self b. presenting self c. self-concept d. social self 84. Rita’s marks in her anatomy class are not normally as good as Barbara’s, but her teacher kept telling her how smart she was, and that her hard work would help her excel on the test. As a result of her teacher’s positive expectations, Rita’s marks improve significantly. What is this an example of? a. perceived self b. other-imposed prophecy c. self-verification d. social comparison 85. Which of the following is considered a feature of diversity that affects self-concept in Canada? a. language b. reflected appraisal c. social comparison d. the self-imposed prophecies of new immigrants

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Chap 02_4ce_Look 86. Which example describes distorted feedback? a. Pete believes that he is amazing at everything. This is what his parents have told him. b. Pete believes that he is great at some things but there are things he could work on improving. c. Pete tells his colleague that she did a fantastic job on a project. d. Pete tells his colleague that the work she did on a project could be improved. 87. Leslie is a lesbian and she has decided not to be open about her sexual identity with her colleagues. Instead she pretends that she is heterosexual and that she has a boyfriend. What strategy is Leslie using to manage her identity? a. secrecy b. privacy c. counterfeiting d. dishonesty 88. Which statement best describes people with low self-esteem? a. They are likely to disapprove of others. b. They perform well when being watched. c. They work harder for people who demand high standards of performance. d. They are able to defend themselves against negative comments of others. 89. Goffman used a drama metaphor to discuss identity management. He suggests that each of us is a kind of playwright, creating our own role in terms of how we want others to see us. Which statement fits with his theory? a. Identity management is collaborative. b. Identity management can be deliberate or unconscious. c. Identity management varies by situation. d. People differ in their degree of identity management. 90. Which example can produce a self-image that is worse than the facts warrant? a. repeatedly failing at something b. focusing on one’s strengths c. over thinking d. overly critical parents 91. Jessica received feedback from her placement supervisor that she doesn’t agree with. Jessica decides to ask her classmates what they think. What is this an example of? a. cognitive conservatism b. distorted feedback c. self-fulfilling prophecy d. subjective selection 92. Alice believes that she is not capable in mathematics. Every year she gets Ds in her math classes and barely passes. What does this demonstrate? a. self-imposed prophecy b. other-imposed prophecy c. self-fulfilling prophecy d. cognitive complexity 93. Which of the following is a reference group? a. a group of people involved in a research study b. your mother c. peers at school d. something that is of interest to you Copyright Cengage Learning. Powered by Cognero.

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Chap 02_4ce_Look 94. What concept would being promoted to a more responsible job, being blamed by a friend for starting fights, and having your birthday forgotten contribute to? a. defensiveness b. self-concept c. self-monitoring d. social comparison 95. What should a person do in order to have a more realistic self-concept? a. Have realistic expectations and perceptions of yourself. b. Ask others to send you more positive messages. c. Take yourself less seriously and accept your weaknesses. d. Ask others for feedback on how you can improve yourself. 96. What is a characteristic of the self-concept? a. It is subject to distortion. b. It is primarily a product of our genetic inheritance. c. It can be easily changed if one has the will to change it. d. It changes day to day, depending on circumstances. 97. Kelly believes that she can’t trust her coworkers, even though they haven’t behaved in a manner that would suggest this is true. Kelly keeps information from her coworkers because she thinks they are untrustworthy. As a result, her coworkers have started to exclude her when making decisions, and this has a negative impact on Kelly’s job. What does this scenario demonstrate? a. other-fulfilling prophecy b. self-fulfilling prophecy c. self-imposed prophecy d. other-imposed prophecy 98. Lori cares deeply about what her professor thinks of her and wants her professor to have a good opinion of her. Which description best describes Lori’s professor? a. a person who has high self-esteem b. a generalized other c. a person capable of reflective appraisal d. a significant other 99. What is a common behaviour in people who have high self-esteem? a. They are likely to think well of others. b. They don’t perform well when being watched. c. They are unable to defend themselves against negative comments. d. They have less of a need to work hard for people who demand high standards. 100. In 2016, there were 7,540,803 foreign-born individuals living in Canada, which represents 21.9 percent of the population. What does this mean for Canada? a. New immigrants will need to shed their ethnicity. b. Canada’s “self-concept” is changing. c. Canada has lost its identity. d. Canada will embrace the melting pot, similar to the United States.

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Chap 02_4ce_Look 101. Diane’s boss has high expectations and communicates her expectations clearly. Diane’s boss also believes that Diane is an excellent employee and communicates this often. As a result, Diane believes she is capable of meeting her boss’ expectations, thus, she works hard and does well. What is this an example of? a. high self-esteem in the workplace b. low self-esteem in the workplace c. self-fulfilling prophecy in the workplace d. identity management in the workplace 102. What is a self-fulfilling prophecy? a. a prediction about one’s own behaviour, based on past experience b. a prediction about another’s behaviour, based on background knowledge c. a prediction that affects the outcome of one’s own or another’s behaviour d. a prediction that one makes about a desired outcome, then he/she works hard to make it happen 103. Ming has immigrated to Canada from South Korea and is enrolled in a college nursing program. She experiences very high levels of anxiety about speaking out in comparison to her fellow students who were born and raised in Canada. Why does Ming experience this anxiety? a. Shyness is a problem in Asian countries. b. Assertiveness has not been taught effectively in Asian countries. c. Blending in with the group is valued in Asian countries. d. Children are not taught public speaking in Asian countries. 104. Which statement best describes people who are high self-monitors? a. They are harder to read than low self-monitors. b. They are easier to read than low self-monitors. c. They are much more aware of their identity management behaviour than others. d. They are highly aware of their own behaviour but tend to overlook the behaviour of others. 105. What are ego busters? a. negative aspects of the self-concept b. people who intentionally criticize others c. psychological mechanisms for masking the true self-concept d. people who influence another person’s self-esteem negatively 106. What is uncommon in individualistic cultures? a. self-sufficiency b. high value on change c. high value on equality d. high value on tradition 107. Jonas felt great after he received glowing feedback for his child and youth worker assignment. What concept is this an example of? a. ego buster b. ego booster c. cognitive conservatism d. social comparison

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Chap 02_4ce_Look 108. Which statement best describes self-concept and change? a. In most cases people are eager to change their self-concept. b. In most cases people change their self-concept only when they have received feedback from other people. c. In most cases people change their self-concept slowly over time. d. In most cases people cling to their existing self-concept. 109. Which of the following would be least helpful to makes one’s self-concept more realistic? a. Share your perception of yourself with a friend. b. Try to engage in more accurate self-talk. c. Focus on “ego booster” messages. d. Pay less attention to your past behaviour and more attention to your present behaviour. 110. Nadine is a new professor and she wants her students to feel as though they can come to her if they have problems. Nadine is very friendly, shares some appropriate personal information about herself, remembers all her students’ names, and remembers things about them such as their birthday or other events they have in their lives. What strategy is Nadine using to manage her identity? a. appearance b. manner c. posture d. setting 111. Consider the following hypothetical question. In a research study, a group of clerks were told to process about 550 records per day. They were also told that it would be stressful to process more than 550 records in one day. A second group was told to process as many as they could. What was the outcome of the study? a. The first group outperformed the second group but felt more stress. b. The second group outperformed the first group but felt more stress. c. The second group outperformed the first group and the first group felt more stress. d. Both groups processed about the same number of records but the first group felt more stress. 112. Which term refers to the process of judging ourselves by how we think others evaluate or judge us? a. feedback b. reflected appraisal c. social comparison d. other-imposed self-fulfilling prophecy 113. Linh is a first-year university student. Being with which of the following people would be least likely to cause Linh to be concerned about her identity management? a. someone she met recently b. someone she knows of the same sex c. someone of the opposite sex that she finds attractive d. someone of the opposite sex that she doesn’t find attractive

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Chap 02_4ce_Look 114. Pygmalion in the Classroom is a book about a research study on learning in the classroom. What was the main finding of this study? a. The less intelligent children performed better than expected. b. The more intelligent children performed better than expected. c. When teachers were told that some children had potential for growth and others didn’t, the students who were identified as having potential performed better than the other children. d. When the teachers were told some children had potential for growth and other didn’t, all the children performed the same because they had similar self-concepts. 115. Which statement best describes a person’s self-concept? a. It involves evaluations of self-worth. b. It includes other people’s opinion of you. c. It is always changing. d. It varies from person to person. 116. Martin is interested in Canadian culture and wants to be an informed citizen. If he seeks out the Canadian movie Indian Horse (2017), what knowledge is he discovering? a. awareness regarding the impact the Indian Act had on Indigenous farming practices b. insight into the effects that the Residential School System had on the lives of Indigenous families c. facts relating to the Indian Act’s forced assimilation policies regarding Indigenous women’s work obligations d. information relating to the Indian Act’s forced assimilation policies regarding Indigenous men’s work obligations 117. Which statement best describes self-monitoring and identity management? a. A low self-monitor employs little identity management. b. A low self-monitor is highly aware of their identity management. c. A high self-monitor is highly aware of their identity management. d. A high self-monitor employs little identity management. 118. More recently, how has research suggested that personality is best described? a. It is biological. b. It is stable. c. It is shaped by experiences. d. It is predetermined. 119. What is a common behaviour in people who have low self-esteem? a. They have trouble criticizing others. b. They expect to be rejected by others. c. They are likely to approve of others in order to be accepted. d. They perform well when being watched because they fear disapproval. 120. Which characteristic is predominantly influenced by social interactions rather than heredity? a. extraversion b. self-esteem c. shyness d. willingness to communicate

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Chap 02_4ce_Look 121. What is the best definition for a significant other? a. a romantic partner b. a strong, positive influence c. a powerful adult that one looks up to d. a person who has affected one’s self-concept 122. Billy believes that in order for him to be good at his job he must not make any mistakes. What does this scenario demonstrate? a. social expectations b. perfection c. distorted feedback d. obsolete information 123. Which term refers to the tendency to look for people who confirm our existing self-concept? a. cognitive conservatism b. self-fulfilling prophecy c. self-monitoring d. social-verification 124. Hannah is interested in taking an art class; however, none of her friends of family understands why she would want to do this. Hannah feels weird as a result and wonders if she should take the class. Which of the following are Hannah’s friends and family? a. a social comparison group b. a reference group c. a significant others group d. an influencing group 125. Maxine has always dreamed of being an astronaut. Maxine’s parents tell her that she will never be an astronaut because most of them are men. As a result, Maxine decides to go into nursing instead of aviation. What does this scenario demonstrate? a. other-fulfilling prophecy b. self-fulfilling prophecy c. self-imposed prophecy d. other-imposed prophecy Match each description below with the most accurate term. a. perceived self b. presenting self c. reflected appraisal d. self-fulfilling prophecy e. significant other 126. A person whose opinion we especially value 127. Process of judging ourselves by the evaluations of others 128. A prediction that affects behaviour 129. The private self you honestly believe you are 130. The “face” you show to others

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Chap 02_4ce_Look 131. Describe how you have managed your manner, appearance, and setting to create desired impressions in two different specific instances.

132. Identify a time when you had a distorted evaluation of yourself. What was the reason for this distortion?

133. Explain two changes that took place in your self-concept. Indicate how communication influenced the change.

134. Define self-esteem and self-concept. How are self-esteem and self-concept related?

135. Describe two people who were a significant other for you. Describe your communication behaviour with each of them, giving examples of how (a) they delivered “booster” and “buster” messages, and (b) how they created self-fulfilling prophecies that work for and against you?

136. Define social comparison. Describe an instance when you engaged in social comparison and (a) felt superior to another person/group as a result, and (b) felt inferior to another person/group as a result. What was the impact of this social comparison?

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Chap 02_4ce_Look 137. Explain how you handled impressions recently during a significant event in your life. Indicate the reasons that you managed impressions and then evaluate the way you presented yourself.

138. Describe a recent self-fulfilling prophecy that you brought about that affects your communication. When did you bring this about? What have the results been? How realistic was the prophecy? Does answering these questions change how you’ll talk to yourself in the future? How? Next, describe a self-fulfilling prophecy you have imposed upon another person. How did you communicate it (i.e., what messages did you send, and what channels did you use)? What effect did your prophecy have upon the other person? Does answering this question affect how you’ll communicate with the other person in the future? How?

139. Describe the differences between individualistic and collectivist cultures. How do these differences influence one’s self-concept? Discuss how culture has influenced your self-concept.

140. Discuss the relevance of identity management in the workplace. Describe how workplace ethical dilemmas and value clashes can lead to identity management conflict.

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Chap 02_4ce_Look Answer Key 1. True 2. True 3. True 4. False 5. True 6. True 7. False 8. True 9. True 10. False 11. False 12. True 13. True 14. False 15. True 16. False 17. False 18. False 19. True 20. True 21. True 22. False 23. True 24. False 25. True 26. False

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Chap 02_4ce_Look 27. True 28. True 29. False 30. False 31. True 32. False 33. True 34. False 35. False 36. True 37. True 38. True 39. True 40. False 41. True 42. False 43. c 44. c 45. c 46. a 47. a 48. b 49. a 50. a 51. c 52. c 53. b 54. c Copyright Cengage Learning. Powered by Cognero.

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Chap 02_4ce_Look 55. b 56. c 57. b 58. d 59. a 60. c 61. c 62. b 63. b 64. d 65. c 66. a 67. b 68. b 69. c 70. d 71. b 72. d 73. c 74. c 75. c 76. a 77. b 78. d 79. b 80. d 81. b 82. a Copyright Cengage Learning. Powered by Cognero.

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Chap 02_4ce_Look 83. b 84. b 85. a 86. a 87. c 88. a 89. a 90. d 91. a 92. a 93. c 94. b 95. a 96. a 97. c 98. d 99. a 100. b 101. c 102. c 103. c 104. c 105. d 106. d 107. b 108. d 109. a 110. b Copyright Cengage Learning. Powered by Cognero.

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Chap 02_4ce_Look 111. c 112. b 113. b 114. c 115. d 116. b 117. c 118. c 119. b 120. b 121. d 122. b 123. a 124. b 125. d 126. e 127. c 128. d 129. a 130. b 131. Answers will vary. 132. Answers will vary. 133. Answers will vary. 134. Answers will vary. 135. Answers will vary. 136. Answers will vary. 137. Answers will vary. 138. Answers will vary. Copyright Cengage Learning. Powered by Cognero.

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Chap 02_4ce_Look 139. Answers will vary. 140. Answers will vary.

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Chap 03_4ce_Look Indicate whether the statement is true or false. 1. Sheena raises her voice when she speaks to older adults because she thinks that all older adults have hearing loss. This is an example of a stereotype. a. True b. False 2. Your nonverbal behaviour is an important consideration when you use a perception check. a. True b. False 3. Men are significantly more likely than women to believe that violence is an unavoidable fact of everyday life, and an acceptable way of resolving disputes a. True b. False 4. Melanie is a police officer and has seen a lot of crime and challenging behaviour from people throughout her career. She has come to believe that people can’t be trusted. This is an example of Melanie’s relational role influencing her perception. a. True b. False 5. The self-serving bias illustrates our tendency to judge others more charitably than ourselves. a. True b. False 6. Camouflage is an example of the figure–ground organization. a. True b. False 7. Selection is an objective process. a. True b. False 8. Tamara McLintock Greenberg indicated that being dependent and not be able to exercise like we did when we were 20 were reasons that growing older scares us. a. True b. False 9. Ever since Jennifer had children, she has become much more concerned about safety. This is an example of Jennifer’s relational role influencing her perception. a. True b. False

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Chap 03_4ce_Look 10. Practising empathy tends to make people less tolerant of others. a. True b. False 11. It is necessary to feel sympathy to truly empathize with another person. a. True b. False 12. Becky is interested in science, so her Mom takes her to the store to buy her toys that will inspire her. Becky discovers that the store is divided into girl’s toys and boy’s toys, and the science toys are in the boy’s section. This is an example of how children learn gender roles. a. True b. False 13. Once we buy into stereotypes, we often seek out isolated behaviours that support our inaccurate beliefs. a. True b. False 14. Perception checking works best in high-context cultures. a. True b. False 15. Negotiation is what occurs between and among people as they influence one another’s perceptions and try to achieve a shared perspective. a. True b. False 16. The Pillow Method was originally used by marriage counsellors to help couples understand each other more clearly. a. True b. False 17. Dave is visually stressed at work. Diane wonders if he is stressed about his workload, the disagreement he had with Willow, or because his Mom is sick. Diane is demonstrating cognitive complexity. a. True b. False 18. Using an accusing tone of voice or a hostile glare when perception checking is an example of verbal noncongruency. a. True b. False 19. An example of a role construct is to organize people by their profession. a. True b. False

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Chap 03_4ce_Look 20. In our perceptions, we cling more strongly to first impressions, even when they are wrong. a. True b. False 21. Since older people have a greater number of experiences from which to draw, their perceptions are more accurate than those of younger people. a. True b. False 22. When doing a perception check, one possible interpretation of behaviour must be included. a. True b. False 23. Perception checking is a three-part method for verifying the accuracy of interpretations, including a description of the behaviour, two possible interpretations, and a request for clarification of the interpretation. a. True b. False 24. Perceptual schemata are used to organize raw data. a. True b. False 25. The devil effect is the perception that all people will behave badly if they can get away with it. a. True b. False 26. Identical foods can taste differently to various individuals. a. True b. False 27. Only women are affected by changes in mood. a. True b. False 28. The times you disagree with someone most strongly may be the times when you can’t “see” the other side of the issue. a. True b. False 29. Perception checking only works if it is sincere and fits your personal style. a. True b. False 30. Racial profiling affects Canadians at the airport and on Canadian streets. a. True b. False Copyright Cengage Learning. Powered by Cognero.

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Chap 03_4ce_Look 31. We tend to believe that other people think the same way we do. a. True b. False 32. Colton is irritable when he comes into work. Sam thinks Colton must be tired. This is an example of interpretation. a. True b. False 33. Position 1 on the Pillow Method is “Both Right, Both Wrong.” a. True b. False 34. In the perception process, negotiation refers to the two communicators coming to a common understanding of the issue on which they have disagreed that is accurate to reality. a. True b. False 35. In the workplace, diverse teams are ineffective. a. True b. False 36. Becky skipped lunch and is now extremely hungry. As she is driving home, she sees far more food advertisements than she normally would. This demonstrates the intense factor of the selection process. a. True b. False 37. How we interpret events influences how we communicate with others. a. True b. False 38. In Indigenous cultures, time is seen as experiential in nature; there is no particular time, only what is occurring at the moment. a. True b. False 39. The sensory data we receive is the same for all of us; perceptual differences occur only after we begin to interpret those data. a. True b. False 40. Punctuation is the process of organizing a series of events to determine causes and effects. a. True b. False

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Chap 03_4ce_Look 41. Our self-concepts affect the way we interpret what we perceive. a. True b. False 42. The differences in perception between men and women can largely be attributed to biological factors. a. True b. False 43. According to your text, each of us experiences a different reality. a. True b. False 44. The halo effect is the perception that all people are good. a. True b. False 45. Narratives are stories that are used to learn about communication theory. a. True b. False 46. A common issue with perception is that we are influenced by the obvious. a. True b. False 47. The Pillow Method argues that all issues are of vital importance. a. True b. False 48. Because stimuli that are intense often attract our attention, we’re more likely to remember extremely talkative people than those who are quiet. a. True b. False 49. Samantha is upset with Joe, and she believes that she is right and Joe is wrong. Samantha’s position is position 1 in the Pillow Method. a. True b. False 50. Tamara McLintock Greenberg’s narrative encouraged the reader to heighten their appreciation of how many senior citizens experience life. a. True b. False 51. Silence is valued over talk in most Asian cultures. a. True b. False Copyright Cengage Learning. Powered by Cognero.

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Chap 03_4ce_Look 52. Superteams are exceedingly successful because they share leadership, argue their diverse positions, and ultimately make top-notch decisions. a. True b. False Indicate the answer choice that best completes the statement or answers the question. 53. Debbie believes that most people try to do as little work as possible. Which aspect of interpretation does her belief demonstrate? a. personal experience b. assumptions about human behaviour c. attitudes d. expectations 54. Andre has the TV on while studying. He doesn’t notice most of what is on TV, but he looks up when a commercial comes on describing the same product over and over again. Which selection factor does this highlight? a. intense b. motives c. contrast or change d. repetitious stimuli 55. What is the process of attaching meaning to sense data? a. negotiation b. interpretation c. punctuation d. narratives 56. What is the process of attaching meaning to behaviour? a. inaccurate perception b. halo effect c. attribution d. stereotyping 57. How do some Indigenous people view time? a. Time is event-driven. b. Time is a linear series of events. c. What is occurring at the moment is most important. d. Whatever is happening next is most important. 58. What concept is illustrated by the classification of people according to age, sex, and physical attractiveness, as well as education or occupation? a. figure–ground organization b. perceptual differentiation c. perceptual schemata d. selection 59. What are the three dimensions of empathy? a. perspective taking, emotions, and concern b. perspective taking, concern, and cognitive complexity c. perspective taking, emotions, and cognitive complexity d. perspective taking, cognitive complexity, and sympathy

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Chap 03_4ce_Look 60. Five-year-old Marvin chooses Alain to be his friend because Alain is also five years old and he too likes to play with Legos. Marvin does not realize that Alain’s skin is a different colour from his own or that their families go to different places of worship. What concept does this illustrate? a. affiliation b. interpersonal differentiation c. perceptual schemata d. selection 61. Which statement describes a cultural perceptual difference? a. Instructors and students often disagree about examinations. b. Some Canadians disagree about the acceptability of abortion. c. Women are expected to be emotionally expressive while men aren’t. d. Direct eye contact between the sexes is viewed differently in North and South America. 62. Which term refers to the exaggerated beliefs associated with a perceptual categorizing system? a. cognitive complexity b. punctuation c. role constructs d. stereotypes 63. Where is talk viewed as desirable and useful for both task and social purposes? a. in the Asian culture. b. in the Western culture. c. in developing countries. d. in collectivistic cultures. 64. Which statement describes empathy? a. It involves feeling sorry for the other person. b. It involves understanding the other’s feelings. c. It involves agreeing with the other’s point of view. d. It involves having compassion for the other person. 65. Heather and Jason have been married for many years and love to share stories of their family trips. After they reminisce, they feel closer to each other. What are they engaged in? a. negotiation b. narratives c. interpretation d. perception 66. Your friend Becky introduces you to her new boyfriend, Jeff. He is very attentive towards Becky; this is a quality you admire. You start telling all your friends that Jeff is the best boyfriend in the world and that Becky is lucky to have found him. What is this? a. inaccurate perception b. halo effect c. attribution d. stereotyping 67. After listening to the speaker for a few minutes, Roberta identified herself as a Green supporter. What type of perceptual construct is Roberta using? a. interaction b. membership c. psychological d. role

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Chap 03_4ce_Look 68. Amy and Billy are siblings, and they are both very assertive. According to the textbook, how will their parents most likely interpret this behaviour? a. Positively for both Amy and Billy. b. Each parent will view the behaviour differently, depending on their personal beliefs and values. c. They will view Billy’s assertiveness more favourably than Amy’s. d. They will view Amy’s assertiveness more favourably than Billy’s. 69. Where are perception checks most likely to work well? a. in collectivistic cultures b. in high context cultures c. in low context cultures d. in almost any culture 70. What does the pillow method do? a. It increases your perception of checking skills. b. It increases your cognitive complexity. c. It strengthens your empathy skills. d. It enhances your perspective-taking skills. 71. Jerry believes that men communicate more clearly than women. What is Jerry demonstrating? a. perceptual schemata b. cognitive complexity c. stereotyping d. verification 72. Harold judges Ahmet harshly when he makes a mistake at work, and he complains that Ahmet never listens. Recently Harold made a mistake at work, and he believed that his mistake was due to unclear directions. Which attribution error is this an example of? a. assuming everyone is similar b. halo effect c. devil effect d. self-serving bias 73. What elements of the perception process are addressed through perception checking? a. selection and interpretation b. selection and organization c. organization and interpretation d. selection, organization, and interpretation 74. You are able to pick your sister’s voice out from all the noise of conversation at a party. What organizational principle is this an example of? a. figure–ground organization b. interaction construct c. membership construct d. perceptual differentiation 75. At what position of the Pillow Method do you change from a self-centred perspective to one that considers the other person’s perspective? a. Both right, both wrong. b. You’re right, I’m wrong. c. There is truth in all perspectives. d. The issue isn’t as important as it seems to me.

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Chap 03_4ce_Look 76. Jason arrives at his friend’s house party. He’s been there countless time but among the crowded kitchen he immediately notices a brightly coloured new artwork on the wall. Which stage in the perception process is unfolding? a. organization b. cognition c. selection d. punctuation 77. According to your text, which stimuli would bring about the least amount of attention for most people? a. the construction company’s building activity that has been taking place for the past three months to build your neighbour’s new garage b. the wonderfully supportive boss you have had for the past year c. the blinking neon sign you have passed each morning for the past year while taking your 5:30 am 5-mile run. d. your slow dripping bathroom faucet that you have put off fixing for the past six months 78. A nurse, Patty, and a police officer, Ahmed, are in a grocery store when they see a man stumbling and knocking things over. The police officer assumes the man is intoxicated; the nurse assumes the man is having some kind of medical emergency. What perception concept is this an example of? a. relational roles b. occupational roles c. gender roles d. cultural roles 79. Kris snaps at Melvin over something that would normally not bother her. Later she apologized and said she snapped because she was hungry. What type of influence on perception is this an example of? a. social roles b. shared narratives c. physiological influences d. interpretation 80. What is the process of determining the causal order of events? a. negotiation b. interpretation c. punctuation d. narratives 81. “After science class a group of friends were talking about Joan’s reaction to her exam mark. One friend states, “Whenever Joan gets an ‘A’, she believes that she got it due to her intelligence. Yet, when she gets a ‘C’, she always blames the teacher.” Which attribution error is Joan exhibiting? a. a self-serving bias b. situational constraints c. the needs and biases of others d. the halo effect 82. Curt is trying to understand Amy’s behaviour. What is Curt engaging in? a. cognitive complexity b. sympathy c. perception checking d. perspective taking 83. Which term refers to the tendency to form an overall positive impression based on one positive characteristic? a. inaccurate perception b. halo effect c. attribution d. stereotyping

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Chap 03_4ce_Look 84. When Fatima is first introduced at her new workplace, all but one coworker, Frank, smiles at her and greets her. As a result, Fatima thinks Frank isn’t very friendly. According to the textbook, what attribution error is Fatima making? a. She is assuming without proof. b. She is assuming the worst. c. She is judging Frank less charitably than herself. d. She is clinging to first impressions. 85. Empathy is a key component in the workplace and studies show a growing lack of empathy among employees and their leaders. One group reported a change in students’ level of empathy. Which of following described the change? a. Students were 20 percent less empathic than they were 30 years ago. b. Students were 40 percent less empathic than they were 30 years ago. c. Students were 20 percent more empathic than they were 30 years ago. d. Students were 40 percent more empathic than they were 30 years ago. 86. Your textbook highlighted the personal story of Christa Kilvington. Christa discusses how different people talk to her based on what they know about her. Why does Christa believe she is being treated disrespectfully by some people? a. because she is a racial visible minority b. because of her sexual orientation c. because of her sex d. because of her income level 87. Jacob and Sue view a series of events in different ways: Jacob says that he goes out drinking with the guys because she always fusses at him when he gets home; Sue says she fusses at him when he gets home because he always goes out drinking after work. Which term refers to this gap in perception between Jacob and Sue? a. interpretation b. perspective-taking c. punctuation d. selection 88. “I figure you’re either upset with me or worried about your test for your nursing theory class. Is it one of those?” What is missing from this perception check? a. It doesn’t describe behaviour. b. It has only one interpretation. c. It doesn’t request clarification. d. It doesn’t describe an outcome. 89. Tom has been travelling abroad for over a month and he is getting homesick. He starts to notice maple leaf emblems on Canadian backpacks more than before. What is this an example of? a. interpretation b. organization c. selection d. sensation 90. Which of the following is a cause of inaccurate perception? a. We look beyond the obvious. b. We tend to assume others are similar to us. c. We judge ourselves more negatively than others. d. We tend to favour positive impressions of people over negative impressions.

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Chap 03_4ce_Look 91. Jack and Mary share an office. Jack complains that Mary is disorganized, which makes his workspace untidy. Mary thinks there is nothing wrong with being disorganized and that Jack has to relax. As they listen to each other, they begin to change their viewpoints. What step in the perception process is this an example of? a. compromise b. interpretation c. negotiation d. organization 92. Frank said Martha can’t be that good in math because she is a girl. What does this statement describe? a. discrimination b. membership constructs c. perceptual schemata d. stereotyping 93. Lee is from a part of the world where it is considered proper to stand very close to the person with whom you are conversing. When Lee came to Canada, he felt most Canadians were somewhat unfriendly and reserved because when he spoke with Canadians, they stood notably farther away from him. What is interfering with Lee’s communication? a. cognitive complexity b. ethnocentrism c. punctuation d. stereotyping 94. “I’m not sure why you bought me that present. Maybe you were hoping I wouldn’t be angry at you because of what you said last night. I’d like to know what your reason was.” What is missing from this perception check? a. It doesn’t describe behaviour. b. It has only one interpretation. c. It doesn’t request clarification. d. It doesn’t describe an outcome. 95. What is necessary to best understand another person’s perception of a problem? a. Talk with the person. b. Assume that person’s social role. c. Spend time in that person’s culture or subculture. d. Experience that person’s physiological differences. 96. What was revealed by the University of Toronto sociologists Scott Wortley and Julian Tanner’s research? a. Black youth are much more likely to be stopped and searched by the police than youth from other racial backgrounds. b. Black youth are much more likely to be arrested than youth from other racial backgrounds. c. Black youth are much more likely to be searched by custom officials in airports than other racial backgrounds d. Black youth and older male adults face an equal amount of stereotyping in their daily lives. 97. What is the benefit of position 3 of the “pillow method”? a. It can lead you to be less critical and more understanding of another’s point of view. b. It can help you realize that most concerns are less important than we make them out to be. c. Switching perspectives reveals some merits in the other person’s point of view. d. Everyone is happy since all needs are being met.

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Chap 03_4ce_Look 98. Which term refers to the tendency to interpret and explain information in a way that casts the perceiver in the most favourable manner? a. self-serving bias b. situational constraints c. the needs and biases of others d. attribution 99. Which term refers to the ability to construct a variety of frameworks for viewing an issue? a. perception checking b. cognitive complexity c. the pillow method d. empathy 100. If you use a perception check, what are you trying to prevent? a. physiological noise b. excessive feedback c. inaccurate decoding of messages d. negative self-fulfilling prophecies 101. Rachel and Jim are police officers who work together. Rachel is annoyed with Jim’s tendency to make jokes about everything. She previously ignored the jokes, but now she finds herself constantly noticing every time Jim cracks a joke. What is this an example of? a. interpretation b. organization c. punctuation d. selection 102. Your textbook describes the practice of starlight tours. Which group is discriminated against based on its purpose? a. Black youths b. Indigenous individuals c. older female adults d. older male adults 103. Which term refers to the tendency to form an overall negative impression based on one negative characteristic? a. devil effect b. halo effect c. attribution d. stereotyping 104. What can sometimes distort one’s own perceptions? a. a self-serving bias b. situational constraints c. the needs and biases of others d. acknowledging the fact that people are different 105. As you were listening to a news report, you heard Detective Morris state that black youth are much more likely to be stopped and searched by the police than youth from other racial backgrounds. What does this demonstrate? a. perceptual schemata b. stereotyping c. verification d. racism 106. Which cognitive framework allows individuals to organize perceptual data that they have selected from the environment, including physical, role, interaction, psychological, and membership constructs? a. perceptual selection b. perceptual schemata c. perceptual filters d. perceptual stereotyping

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Chap 03_4ce_Look 107. You communicate to a friend how sorry you felt after hearing about the break-up of his or her relationship. What is this an example of? a. empathy b. sympathy c. role-taking d. perception-checking 108. “When I saw you were having lunch with Emily, I figured you liked her more than me. Is that the case?” What is missing from this perception check? a. It doesn’t describe behaviour. b. It has only one interpretation. c. It doesn’t request clarification. d. It doesn’t describe an outcome. 109. How is empathy related to perception? a. The more perceptive you are, the less empathetic you need be. b. The more perceptive you are, the easier it is to forget to be empathetic. c. Empathy and perception both require a high level of self-monitoring. d. Empathy is facilitated by trying to perceive things from the other person’s point of view. 110. “When you didn’t do the grocery shopping today like you usually do, I figured you weren’t feeling good, or you were angry at me.” What is missing from this perception check? a. It doesn’t describe behaviour. b. It has only one interpretation. c. It doesn’t request clarification. d. It doesn’t describe an outcome. 111. Which statement describes a complete perception check? a. a request for clarification about how to interpret the behaviour correctly b. a description of behaviour and two possible interpretations of the behaviour c. a description of the behaviour you have noticed and a request for clarification d. a description of behaviour, two possible interpretations of the behaviour, and a request for clarification 112. According to the textbook, personal odours play a key role in the communication of some cultures. Anthropologist Edward Hall describes how visiting North American diplomats tend to put on their best manners and avoid breathing in people’s faces. What would the action of the North American diplomats communicate to people from a Middle Eastern country? a. dishonesty b. power c. respect d. shame 113. Which of the following describes Indigenous perceptions of time? a. by-the-clock b. event-driven c. experiential d. linear 114. Which stage in the perception process involves arranging data in a meaningful way? a. organization b. cognition c. selection d. punctuation

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Chap 03_4ce_Look 115. Which statement best describes sympathy? a. It involves feeling sorry for the other person. b. It involves understanding the other’s feelings. c. It involves agreeing with the other’s point of view. d. It involves having compassion for the other person. 116. Which cognitive framework allows individuals to organize perceptual data that they have selected from the environment, including physical, role, interaction, psychological, and membership constructs? a. perceptual selection b. perceptual schemata c. perceptual filters d. perceptual stereotyping 117. Kelly was excited about yesterday’s job interview. She had all of the required qualifications and several jobs throughout her career. Kelly is obese, and after the interview, one of the panel members wondered if Kelly had had so many jobs because she is a mediocre employee. However, one of the other applicants also had many jobs, but her ability wasn’t questioned. Which attribution error was demonstrated? a. halo effect b. devil effect c. stereotyping effect d. gender bias effect 118. Which term refers to the stories we use to describe our personal worlds? a. negotiation b. interpretation c. punctuation d. narratives 119. What does “interpretation” refer to in the perception process? a. attaching meaning to sense data b. arranging sense data in a meaningful way c. determining the sense data that should be attended to d. considering the perspectives of others in trying to arrive at an accurate understanding of your own 120. Soren discovers that doing business in Tokyo is different than in Calgary. His attempts to use perception checking to clarify communication with his Japanese clients are considered by them to be aggressive and threatening. Why is this? a. Soren’s nonverbal behaviour may be inappropriate. b. Japanese clients need to learn to be more assertive. c. The collectivistic Japanese culture values a group approach over an individual one. d. The high context of Japanese culture does not value clarity as much as Canadian culture does. 121. “When you gave me an F on my essay about why I want to be a Child and Youth Worker, I figured you hated me. Right?” How could you improve this perception-checking statement? a. Describe the behaviour. b. Give another interpretation. c. Request clarification. d. Request an outcome.

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Chap 03_4ce_Look 122. Alice has decided it is time to purchase a new car. She would generally tell her friends, “I am not a car person.” Since Alice does a lot of off-road biking, she wants a hatchback. As she drives in her city, she notices that every car company seems to offer this feature. What is this an example of? a. interpretation b. organization c. selection d. sensation 123. Susan had a bad experience with a female teacher in the past, and now she is doubtful of female teachers in general. What aspect of interpretation does this demonstrate? a. personal experience b. assumptions about human behaviour c. attitudes d. expectations 124. Jordan failed his nursing anatomy exam. Jordan didn’t study much, and he missed several classes throughout the semester. Jordan believes that he failed because his professor had unreasonable expectations and wasn’t qualified to teach the material. What is Jordan demonstrating? a. attribution b. self-serving bias c. halo effect d. cognitive complexity 125. What process allows us to assign meaning to the world around us? a. organization b. perception c. cognition d. selection 126. What are the four stages in the perception process? a. awareness, cognition, intention, and action b. assumption, expectation, experience, and response c. selection, organization, interpretation, and negotiation d. physiological, intellectual, psychological, and social 127. Why do we notice some stimuli more than others in our environment? a. They are mild. b. They are singular. c. They are changing. d. They are emerging. 128. What occurs between and among people as they influence one another’s perceptions and try to achieve a shared perspective? a. negotiation b. interpretation c. punctuation d. narratives 129. Gladys assumes that all her colleagues are willing to work overtime because she believes people do whatever it takes to get the job done. A report is due, and Gladys assumes that her team will all stay late to get it done; however, no one is willing to do so. Which attribution error does this scenario demonstrate? a. assuming that others are similar to us b. self-serving bias c. being influenced by the obvious d. clinging to first impressions

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Chap 03_4ce_Look 130. Janet will not state her opinion publicly, but she informs her peers she hopes their boss will not hire anyone over the age of 50 because they cannot keep up the pace needed to work productively. Which aspect of interpretation does her belief demonstrate? a. personal experience b. assumptions about human behaviour c. attitudes d. expectations 131. Donna thought the firefighters who responded to her kitchen fire were compassionate and caring. What type of perceptual construct is Donna using? a. interaction b. membership c. psychological d. role 132. Your textbook describes Ellen Cabot’s narration concerning diversity. Which statement describes what she experienced during her first few days after she left her First Nation reserve to attend Cape Breton University? a. Her cultural differences were apparent, and her peers and professor were indifferent, but not unkind, increasing her feelings of loneliness. b. Her peers and professor were accepting, so she no longer felt self-conscious. c. She felt judged by her peers, but not her professors, causing her to withdraw from the university social life. d. She felt judged by her professors, but not her peers, which encouraged her university social life. 133. Everyone in the family treats Aunt Mary with extra gentleness. They describe her as “fragile.” “She had a difficult life when she was young,” they explain. “She is fragile and will break down in tears at the drop of a hat!” What concept is the family is using to explain Aunt Mary and the way they relate to her? a. empathy b. perceptual schemata c. punctuation d. stereotyping 134. Which step in the perception process can be understood as an exchange of narratives? a. negotiation b. punctuation c. organization d. interpretation 135. Which term refers to the social and psychological expectations that are placed on females and males? a. sex b. gender c. gender roles d. social roles 136. “When you bought that pink shirt, I figured you did it just to please me, or you really liked how you looked in it.” What is missing from this perception check? a. It doesn’t describe behaviour. b. It has only one interpretation. c. It doesn’t request clarification. d. It doesn’t describe an outcome. 137. Which term refers to the attitude that one’s own culture is superior to others? a. stereotyping b. racism c. cognitive complexity d. ethnocentrism

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Chap 03_4ce_Look 138. The nursing team on the oncology unit has won the “Superteam Hospital Award.” According to the textbook, what are the characteristics that make them a superteam? a. They are success-driven, committed to quality, flexible but consistent, leader valuing, and people valuing. b. Everyone works hard and supports each other. c. They have been injury-free for the past year, and everyone is very contentious about safety. d. They have the lowest number of sick days used over the past year. 139. “All my friends signed up for the campus clean-up day. Everyone wants to help the planet.” Which attribution error is presented? a. a self-serving bias b. the halo effect c. the needs and biases of others d. punctuation 140. Roberta has had many jobs over the past three years and has been considered a valued employee. She applied and had a great interview with the company’s owner of her dream job. He informs Roberta her experience will provide a fantastic contribution and wants her to start next week. She is keen. However, she politely requests the name and email of her supervisor to confirm her work schedule. Which aspect of interpretation does her behaviour demonstrate? a. personal experience b. assumptions about human behaviour c. attitudes d. expectations 141. Your parents are hosting a graduation party for you. As soon as each person arrives, they comment on the garden sculptures flanking your front porch and especially the whimsical tiny birds, which you cannot recall. Which steps in the perception process does this describe? a. organization b. cognition c. selection d. punctuation 142. Professor Black is teaching a class on the elements of perception checking. Which statement describes the components that he will present? a. Provide a description of the narrative style you noticed, and request clarification about how to interpret their word selections. b. Provide a description of the narrative style you noticed, and offer your interpretation of their word selections. c. Provide a description of the behaviour you noticed, and request clarification about how to interpret the behaviour. d. Provide a description of the behaviour you noticed, and offer your interpretation of how to interpret the behaviour. 143. In which phase of the perception process does the recognition of a “figure” as standing out from a “ground” of other stimuli take place? a. interpretation b. organization c. selection d. verification

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Chap 03_4ce_Look 144. A group of friends are having a picnic. Suddenly an insect lands on the fruit salad. Three of the four women become upset; two scream and dash away from the table, another woman grasps something to hit the insect. Only one woman, a beekeeper, stays calm and states, “Relax, it is a honey bee.” What perception concept is this an example of? a. cultural role b. gender role c. occupational role d. relational role 145. Ming says that she works out in the evenings instead of the afternoons because her boyfriend John is always late coming home from work. John says he doesn’t bother to rush home from work because Ming is always working out at the college gym. Which term refers to the difference in perspective between Ming and John? a. interpretation b. perspective-taking c. punctuation d. selection 146. What is the first stage in the perception process, in which some data are chosen to attend to and others to ignore? a. organization b. cognition c. selection d. punctuation 147. What is the best course of action when you can’t find any reasons to accept the behaviour of another person? a. Use the Pillow Method. b. Use perception checking. c. Examine your own self-concept. d. Use a different communication channel. Match each of the perceptual schema examples below with constructs that describe it. a. physical construct b. role construct c. interaction construct d. psychological construct e. membership construct 148. Jerri thinks Alicia is a typical lawyer. 149. Temi did not want to associate with the girl wearing a ring in her nose. 150. “Hi, Janina’s mother,” the new playgroup member said. 151. Armand decided Jutta was insecure when he heard her ask for help twice. 152. “Jonah’s the organizer in our group,” Linn said. 153. “That’s just what a Liberal would say,” Marina thought. 154. The bartender decided to ask the woman for identification to prove she was 21. 155. Alexandria thought Edgar was friendly from the first time they met.

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Chap 03_4ce_Look Match each of the descriptions below with the term it best describes. a. attribution b. negotiation c. punctuation d. selection e. self-serving bias 156. You notice car advertisements more when you need a new car. 157. You say you’re late because your partner is never ready on time; your partner says she takes her time getting ready because you’re always late. 158. Your interaction with your coworkers creates a shared perspective of your boss. 159. You think your new love is cute and thus also smart, friendly, clever, and humorous. 160. You claim your roommates are lazy when they don’t clean up, but when you fail to clean, it’s because of your many commitments. Match each of the descriptions below with the term it best describes. a. self-serving bias b. attribution c. empathy d. organization e. sympathy 161. You hear the laugh of your boss in a crowded, noisy room. 162. The tendency to interpret and explain information in a way that casts the perceiver in the most favourable manner. 163. You figure your friend’s smile means she’s happy. 164. You show you’re sorry that your friend was robbed. 165. You communicate your understanding of a friend’s housing problem to that friend. 166. Describe two people with whom you live, work, or study. For each person, (a) record at least five of your perceptions of the person, and (b) describe the perceptual factors listed in your text that contribute to each of your perceptions.

167. Identify a situation from your recent experience in which you had a disagreement with another person due to physiological factors. Discuss how these factors led to disagreement.

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Chap 03_4ce_Look 168. Use an example to describe the three elements in perception checking. What factors do you need to consider when using perception checking?

169. What is required to achieve a superteam status?

170. Discuss cognitive complexity. Select a challenging interpersonal issue you have recently experienced and discuss this experience applying cognitive complexity.

171. Apply the Pillow Method to an interpersonal issue that has recently affected you. Describe your thoughts and feelings at each position on the pillow.

172. Discuss how cultural can impact communication.

173. Using a personal experience, describe each step of the perception process.

174. Explain the differences between empathizing with someone and sympathizing with him/her. Use a specific interpersonal example from your own life.

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Chap 03_4ce_Look 175. Your textbook discusses several means by which children learn gender roles. Identify these and provide an example for each.

176. Describe the four common tendencies in perception that often lead to misperceptions. Using an interpersonal example, discuss how each played or did not play in the formation of your perceptions of this person.

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Chap 03_4ce_Look Answer Key 1. True 2. True 3. True 4. False 5. False 6. False 7. False 8. True 9. True 10. False 11. False 12. True 13. True 14. False 15. True 16. False 17. True 18. True 19. True 20. True 21. False 22. False 23. True 24. True 25. False 26. True

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Chap 03_4ce_Look 27. False 28. True 29. True 30. True 31. True 32. True 33. False 34. False 35. False 36. False 37. True 38. True 39. False 40. True 41. True 42. False 43. True 44. False 45. False 46. True 47. False 48. True 49. True 50. True 51. True 52. True 53. b 54. d Copyright Cengage Learning. Powered by Cognero.

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Chap 03_4ce_Look 55. b 56. c 57. c 58. c 59. a 60. c 61. d 62. d 63. b 64. b 65. b 66. b 67. b 68. c 69. c 70. b 71. c 72. d 73. d 74. a 75. b 76. c 77. b 78. b 79. c 80. c 81. a 82. d Copyright Cengage Learning. Powered by Cognero.

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Chap 03_4ce_Look 83. b 84. d 85. b 86. d 87. c 88. a 89. c 90. b 91. c 92. d 93. b 94. b 95. a 96. a 97. a 98. a 99. b 100. c 101. d 102. b 103. a 104. a 105. b 106. b 107. b 108. b 109. d 110. c Copyright Cengage Learning. Powered by Cognero.

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Chap 03_4ce_Look 111. d 112. d 113. c 114. a 115. d 116. b 117. b 118. d 119. a 120. d 121. b 122. c 123. a 124. b 125. b 126. c 127. c 128. a 129. a 130. b 131. a 132. b 133. b 134. a 135. b 136. c 137. d

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Chap 03_4ce_Look 138. a 139. b 140. a 141. c 142. c 143. b 144. c 145. c 146. c 147. a 148. b 149. a 150. b 151. d 152. c 153. e 154. a 155. c 156. d 157. c 158. b 159. a 160. e 161. d 162. a 163. b 164. e 165. c Copyright Cengage Learning. Powered by Cognero.

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Chap 03_4ce_Look 166. Answers will vary. 167. Answers will vary. 168. Answers will vary. 169. Answers will vary. 170. Answers will vary. 171. Answers will vary. 172. Answers will vary. 173. Answers will vary. 174. Answers will vary. 175. Answers will vary. 176. Answers will vary.

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Chap 04_4ce_Look Indicate whether the statement is true or false. 1. Reappraisal is rethinking the meaning of emotionally charged events in ways that alter their emotional impact. a. True b. False 2. Nancy and Bob are fighting. Both have an increased heart rate, blood pressure, and adrenaline secretions. Researcher John Gottman calls this flooding. a. True b. False 3. By avoiding the fallacy of approval, you will become unconcerned about what other people think of you. a. True b. False 4. Senders who are comfortable about revealing what they are feeling often express emotions in a coded manner. a. True b. False 5. Personality traits, such as being upbeat, optimistic, and enjoying social contact, is partially biological. a. True b. False 6. Rumination is dwelling persistently on positive thoughts that, in turn, intensify positive feelings. a. True b. False 7. Anita believes that she will never be successful because her parents didn’t encourage her as a child in school. This is the fallacy of helplessness. a. True b. False 8. In order to practice reappraisal effectively, one must repress their feelings. a. True b. False 9. Men are more likely than women to reveal their strengths. a. True b. False 10. People will respect and like you more if you go out of your way to please them. a. True b. False

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Chap 04_4ce_Look 11. By thinking rationally, you will be able to eliminate debilitative emotions from your life. a. True b. False 12. Under expression of feelings can lead to serious health risks. a. True b. False 13. Bob is convinced he will fail his entire program because he did poorly on one test. This is the fallacy of perfection. a. True b. False 14. The ability to distinguish and label emotions is a vital component of emotional intelligence. a. True b. False 15. Gwen believes that everyone should be kind at all times. This is the fallacy of perfection. a. True b. False 16. Emotional contagion is the process by which emotions are transferred from one person to another. a. True b. False 17. Emotion labour is emotions experienced in the workplace. a. True b. False 18. Lavonne can’t stop worrying about her paper that is due next week. Lavonne is ruminating. a. True b. False 19. Most of our feelings are a direct result of the beliefs we hold. a. True b. False 20. Janice tells her colleagues that she can handle every client complaint with complete confidence and skill. This is the fallacy of perfection. a. True b. False 21. The event that generates facilitative self-talk for one person might stimulate debilitative thinking for someone else. a. True b. False Copyright Cengage Learning. Powered by Cognero.

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Chap 04_4ce_Look 22. According to the Canada Safety Council (CSC), bullying is much more prevalent in the work place than harassment. a. True b. False 23. An example of mixed emotions is feeling happy and joyful at the same time. a. True b. False 24. While there is a link between physical behaviour and emotional states, mental behaviour plays no role in determining how we feel. a. True b. False 25. Madison has been feeling anxious lately. She can recognize that her anxiety is related to feeling overwhelmed about the amount of schoolwork she has to do in a short time frame. Additionally, she has high expectations and her exams are in a few weeks. Madison is emotionally intelligent. a. True b. False 26. It is important to express all your emotions to all the important people in your life as soon as you experience those emotions. a. True b. False 27. Billy is nervous about a job interview. Billy decides to change his self-talk and tell himself that he’s excited about the job interview instead. Billy is practicing interpretation. a. True b. False 28. There is a significant difference between men and women in their abilities to recognize emotions in other people. a. True b. False 29. Collectivist cultures discourage the expression of negative emotions among in-group members. a. True b. False 30. When a person has strong emotions, many bodily changes occur. a. True b. False 31. Fear of disclosing feelings is justified because unpleasant consequences can result from doing so. a. True b. False Copyright Cengage Learning. Powered by Cognero.

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Chap 04_4ce_Look 32. When people can’t talk about their emotions constructively, it can result in social isolation, unsatisfying relationships, anxiety and depression, and misdirected aggression. a. True b. False 33. Janie is feeling upset with her mother, but she has to suppress this emotion because talking about feelings in Janie’s family is not acceptable. This is an example of emotion labour. a. True b. False 34. Certain emotional experiences are common to all people, regardless of their cultural background. a. True b. False 35. Jamie was feeling angry when her friend Becky came over for a visit. Becky was in a very excitable mood, and soon Jamie was feeling excited herself. This is an example of emotional contagion. a. True b. False 36. Excluding or isolating someone socially at work is considered workplace bullying. a. True b. False 37. Some people fail to communicate their emotions clearly because they exaggerate them. a. True b. False 38. Primary emotions are emotions experienced by children. a. True b. False 39. Emotions are often revealed by nonverbal behaviour. a. True b. False 40. Children who grow up in families where parents dismiss emotions are not at higher risk for behaviour problems. a. True b. False 41. The emotions that people share directly are often negative. a. True b. False 42. A person’s job can influence how he or she will express emotions. a. True b. False Copyright Cengage Learning. Powered by Cognero.

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Chap 04_4ce_Look 43. Emotional intelligence is positively linked to self-esteem, life satisfaction, and self-acceptance. a. True b. False 44. Anger can be either a facilitative or debilitative emotion. a. True b. False 45. One way to reduce your anxiety about communicating is to stop talking to yourself. a. True b. False Indicate the answer choice that best completes the statement or answers the question. 46. After a disagreement with Sara about the best care plan for a patient, Jim thinks to himself, “Maybe I should have done that procedure differently.” What is this an example of? a. other-imposed self-fulfilling prophecy b. reflected appraisal c. self-monitoring d. self-talk 47. Sandeep felt discouraged when he got a “C” on his speech for his Police Foundations class. According to cognitive psychologists, what is the basic reason for Sandeep’s discouragement? a. Sandeep is giving an average speech b. Sandeep’s parents’ expectations of him c. Sandeep thinking he should get an “A” d. Sandeep’s friend getting a “B” for the same speech 48. Which statement offers the best advice for expressing emotions? a. Express only positive emotions. b. Carefully limit your emotional expression. c. Express all your emotions to those closest to you. d. Wait for an appropriate time to express your emotions. 49. Janet states, “I feel like quitting the soccer team.” What is this an example of? a. a feeling statement b. a situational emotion c. an emotional intention d. an emotionally counterfeit statement 50. Which statement describes the best advice for sharing feelings? a. Express only primary feelings. b. Accept responsibility for your own feelings. c. Express your feelings as soon as they occur. d. Recognize that feeling and acting out the feeling are the same.

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Chap 04_4ce_Look 51. What do people who subscribe to the fallacy of perfection believe? a. Perfection requires much effort. b. They need to be perfect to be happy. c. They should be able to handle any situation with confidence and skill. d. There’s no point in striving to improve since perfection is unattainable. 52. What do most of the feelings we experience result from? a. activating events b. beliefs we hold c. other people’s actions d. self-fulfilling prophecies 53. Which of the following are parts of the procedure for dealing with debilitative feelings? a. Pay attention to your self-talk and analyze your motives. b. Identify the activating event and confront the problem person. c. Analyze your emotional reactions and dispute the negative emotions. d. Become more aware of your emotional responses and replace your irrational beliefs. 54. What kind of influence does the overexpression of emotions have on people? a. no impact b. improved relationships c. increase in blood pressure d. decrease in blood pressure 55. According to the textbook, how do men and women compare regarding the use of emoticons? a. Women are more likely than men to use emoticons. b. Men are more likely than women to use emoticons. c. Men are more likely than women to use angry emoticons. d. Women are more likely than men to use angry emoticons. 56. Your friend asks about your date and then storms out of the room when you start to tell her about it. You talk with her later and say, “I feel you’ve been rude.” What is a better statement to clearly express your feelings? a. “I feel that what you did isn’t right.” b. “I think you ignored me, and I feel that’s unfair.” c. “I’m disappointed you didn’t stay to hear about my date.” d. “You made me mad by not listening to me.” 57. Heather’s parents are emotionally dismissive. Which of the following is likely to happen to Heather? a. There will be no impact. b. She will develop behaviour problems. c. She will have exceptional behaviour since she will try to please his parents. d. She will have good communication skills. 58. Dave must do a presentation regarding his college’s Animation program to a group of high school students. He has a nervous feeling in his stomach, tense muscles, and a headache. Which component of emotional reactions is Dave experiencing? a. cognitive interpretations b. nonverbal reactions c. physiological factors d. proprioceptive interpretations Copyright Cengage Learning. Powered by Cognero.

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Chap 04_4ce_Look 59. Which term refers to the idea that mediated channels can lend themselves to expressing negative emotions more easily? a. emotional outburst b. internet rage c. flaming d. fanning 60. After Chantal’s girlfriend successfully lands her parachute jump, Chantal is visibly relieved but passionately reprimands her for taking such a risk. What is this an example of? a. intense vs. mild emotions b. mixed emotions c. primary emotions d. the influence of gender 61. What is the result of subscribing to the fallacy of catastrophic expectations? a. physiological noise b. reflected appraisals c. self-fulfilling prophecies d. erroneous perception checking 62. Patti tells Paul that she is feeling excited, happy, and nervous about her speech tomorrow. What is Patti doing? a. expressing mixed emotions b. expressing multiple feelings c. expanding her emotional vocabulary d. recognizing her feelings 63. Which of the following is an example of the fallacy of causation? a. “I’m no good at anything!” b. “Everybody is against me.” c. “People at parties make me nervous.” d. “If I ask her/him for a date, the answer will probably be no.” 64. Which statement describes the relationship between personality and emotions? a. Extraverts report more positive emotions than introverts report. b. Extraverts and introverts differ in the positive emotions they feel but are similar in the experience of negative emotions. c. Studies of brain activity show little difference in emotional reactivity between extraverts and neurotic personalities. d. Introverts and neurotic personalities experience similar positive and negative emotions. 65. According to the textbook, females were what percentage more accurate than men when it came to remembering emotional images and their reactions to these emotion-producing stimuli? a. 5 to 10 percent. b. 10 to 15 percent. c. 15 to 20 percent. d. 25 to 35 percent. 66. You fail your first exam for your nursing assistant program; however, some less motivated classmates did well. Your self-esteem is crushed. You lack confidence as you study for your next test; however, you start telling yourself that this is an opportunity to learn more effective studying skills. What is this behaviour an example of? a. reappraisal b. cognitive interpretation c. self-talk d. rethinking

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Chap 04_4ce_Look 67. According to the textbook, which statement is a guideline for expressing emotions? a. The sooner a feeling is shared, the better. b. Try to avoid sharing negative feelings whenever possible. c. Share multiple feelings when appropriate. d. Let others know that they have caused you to feel a certain way. 68. “All men are controlling. I’m not getting into another relationship again!” What fallacy is this statement an example of? a. causation b. overgeneralization c. perfection d. shoulds 69. What kind of impact does the under expression of emotions have on people? a. no impact b. improved relationships c. improved health status d. a decline in health status 70. Kelly is very aware of how she is feeling, and she manages her emotions well when at work. She is also very sensitive to the needs of her clients. What is Kelly demonstrating? a. reappraisal b. emotional intelligence c. emotion labour d. emotional contagion 71. Manuel feels as though he often has to hide his feelings when hanging out with his friends. What is this an example of? a. emotional intelligence b. emotional contagion c. emotion labour d. fear of self-disclosure 72. According to cognitive psychology, where do many of our debilitative feelings come from? a. the way others treat us b. experiencing negative activating events c. accepting irrational beliefs that lead to illogical conclusions d. the anxiety we experience when others place expectations on us 73. Billy cannot stop thinking about his presentation that is coming up. He keeps thinking that he is going to make a fool of himself and that he isn’t prepared. The more he thinks these thoughts, the more anxious he gets. What is this an example of? a. having debilitative thoughts b. ruminating c. creating a self-fulfilling prophecy d. subscribing to the fallacy of perfection 74. Which of the following best improves the emotional statement “I am a little angry, and I wonder why you think you can behave like that”? a. “You’re making me so upset.” b. “Your emotions are getting the best of you right now.” c. “I’m upset that you’ve spent so much on clothes this month.” d. “I can’t figure out what to do when you go beyond our budget.”

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Chap 04_4ce_Look 75. What dimension of the perception process is most closely related to self-talk? a. integration b. interpretation c. organization d. selection 76. What dimension of the perception process is the relationship between thinking and feeling most closely related to? a. integration b. interpretation c. organization d. selection 77. “Be mindful of the communication channel.” What is this guideline particularly relevant to? a. cross-cultural communication b. mediated-communication c. self-management d. teamwork 78. What two things distinguish facilitative feelings from debilitative feelings? a. intensity and duration b. intention and intensity c. interpretation and intention d. longevity and interpretation 79. Which term explains the notion that managing, and even suppressing, emotions is both appropriate and necessary? a. emotional coaching b. emotionally dismissive c. emotional contagion d. emotional labour 80. Which statement describes a feeling most clearly? a. “I get embarrassed when you tease me about my big nose.” b. “I get a little confused when you tease me about my accent.” c. “You’re driving me crazy with that teasing.” d. “I get upset when you tease me.” 81. Which of the following do social scientists generally agree are included in the phenomena we label as “feelings”? a. sensing, interpreting, and encoding b. cognitive interpretations, and verbal and nonverbal expressions c. physiological changes, cognitive recognition, and verbal expressions d. physiological changes, nonverbal reactions, verbal expressions, and cognitive interpretations 82. Which statement describes social convention? a. acting in ways that are acceptable within our society. b. a social gathering. c. a group of people. d. behaviour that is socially unacceptable.

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Chap 04_4ce_Look 83. Which statement best describes self-talk? a. It can lead to self-fulfilling prophecies. b. It causes debilitative emotions. c. It facilitates better communication. d. It occurs independently of the perception process. 84. Mary is driving to work. She hits the brakes to stop at the red light but slides right into the intersection because the road is so icy. As this happens, her heart starts racing, and her muscles tense up. She grimaces as she tightens her grip on the steering wheel. Which component of emotions is present in this situation? a. personality b. physiological changes c. reappraisal d. verbal expression 85. Which statement best describes debilitative emotions? a. They are emotional counterfeits. b. They are intense but usually last a short time. c. They keep you from effectively relating to others. d. They are feelings that last a long time but not at a level that significantly impacts normal functioning. 86. According to research on facial expressions and emotional states, what will happen if you put on a happy facial expression? a. You will counter-react and feel irritable or resentful. b. You will feel better in the rest of your body. c. You will intensify whatever feeling you have at the time. d. There will be no significant impact on your internal emotional state. 87. You believe your boss is responsible for your negative feelings rather than your own self-talk. What fallacy are you falling victim to? a. approval b. causation c. displacement d. overgeneralization 88. Why have researchers identified some people as “affectively” oriented? a. They are aware of their cognitive states. b. They effectively express their emotions. c. They use their feelings to inform their decisions. d. They monitor the verbal messages they send to others. 89. You’re frustrated with your friend’s habit of offering unsolicited advice regarding your personal relationship. Which statement is a useful guideline for expressing your feelings? a. Play it cool at first; don’t let your co-worker know how much the advice irritates you. b. Demonstrate the strength of your feelings by refusing to talk with your co-worker for a while. c. Say you’re annoyed by one specific piece of advice because you’d prefer to make your own decision on that matter. d. Share positive feelings about your friendship, along with your irritation.

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Chap 04_4ce_Look 90. In the spectrum of positive feelings, according to the textbook, what was the mildest form of “ecstatic”? a. joy b. happy c. content d. enthusiastic 91. Which of the following is an example of the fallacy of causation? a. “My boss never compliments me.” b. “Bruce always makes excuses.” c. “I know I shouldn’t eat junk food every night, but I can’t help myself. d. “I hurt Laura’s feelings yesterday when I asked her to stop being so critical.” 92. Bill always has a negative mood at work. He constantly complains about management and how much he dislikes his job. Whenever Bill joins his co-workers for lunch, people leave feeling annoyed and dissatisfied with their job. Which term best describes Bill’s impact on his co-workers? a. debilitative emotions b. emotional contagion c. presenting self d. social transmission 93. According to research, what quality do the most successful nurses demonstrate? a. rational thinking b. positive self-talk c. high emotional intelligence d. strong technical skills 94. Which statement describes the expression of emotions in collectivistic cultures? a. The expression of negative emotions towards a member of the in-group is encouraged. b. The expression of negative emotions towards outsiders is discouraged. c. Emotions are perceived as more intense than in individualistic cultures. d. The display of certain emotions is considered less appropriate than in individualistic cultures. 95. Fury is to annoyance as adoring is to which of the following emotions? a. infatuation b. liking c. loathing d. loving 96. What is the process by which emotions are transferred from one person to another? a. emotional coaching b. emotionally dismissive c. emotional contagion d. emotional labour 97. Jane’s parents have given her skills to communicate her emotions. What parenting style did they practise? a. emotional coaching b. emotionally dismissive c. emotional contagion d. emotional labour 98. “My sister ought to understand how I am feeling right now.” What fallacy is this person falling victim to? a. approval b. helplessness c. perfection d. shoulds

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Chap 04_4ce_Look 99. Rick tends to believe that if something terrible can happen, it will happen to him. This is causing him a lot of anxiety in his job, and he wants to change this. Every time he thinks something bad is going to happen, he stops and writes down what he thought. What is Rick doing? a. reappraising his irrational beliefs b. recording his self-talk c. monitoring his emotional reactions d. noticing the event that activates his negative thoughts 100. Which of the following emotions are common primary emotions among people worldwide? a. anger, anxiety, joy, and sadness b. anger, joy, love, and sadness c. anger, fear, joy, and sadness d. anxiety, joy, love, and sadness 101. The mood of the party was pleasant but mellow. Then Bruce arrived. He was animated, upbeat, and outgoing. Soon most of the people at the partly were laughing and joking. Which of the following describes Bruce’s impact on the party? a. emotional contagion b. empathy c. presenting self d. social transmission 102. The textbook discussed one study that examined parents’ face-to-face communication with their children. What did the study show? a. Fathers mask their emotions more than b. Mothers mask their emotions more than fathers. mothers. c. Both mothers and fathers are equally d. Fathers are more expressive to their male children expressive toward their children. compared to the mothers. 103. Leslie is upset with one of her group members in school. Leslie decides to send her an email expressing how she feels. She ends up expressing several negative emotions that she would not have expressed in person. What is this an example of? a. mediated communication b. emotional outburst c. inappropriate emotional expression d. flaming 104. What is ineffective about this feeling statement: “I feel you are messy.” a. It doesn’t clearly describe the speaker’s feelings. b. It describes the other person’s behaviour too specifically. c. It places responsibility for the feeling on the other person. d. It doesn’t describe the action of the other person. 105. Logan and Tina are at an office party, and Logan becomes loud and boisterous. The next day when they are at home, Tina blurts out to Logan, “You annoy me so much when you act like that!” What guidelines for expressing emotion should Tina have followed instead? a. Describe your feelings clearly. b. Accept responsibility for your feelings. c. Consider when and where to express your feelings. d. Recognize the difference between feeling, talking, and acting.

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Chap 04_4ce_Look 106. Which term refers to emotions that contribute to effective functioning? a. debilitative emotions b. facilitative emotions c. emotional intelligence d. emotional contagion 107. Norman is usually a very confident young man; however, recently, he has been questioning his ability to do his job. He doesn’t want to talk about this to anyone. What is Norman experiencing? a. fear of self-disclosure b. fear of social conventions c. emotional labour d. emotion contagion 108. Which statement best describes debilitative emotions? a. They are emotional counterfeits. b. They happen only when you feel bad. c. They keep you from communicating effectively. d. They contribute to effective functioning when in combination with facilitative emotions. 109. “You always leave the gas tank in our car on empty!” What fallacy is this statement an example of? a. approval b. causation c. overgeneralization d. shoulds 110. You are annoyed that your co-workers talk about people behind their backs. According to cognitive psychology, which of the following is the cause of your feelings? a. the way in which your co-workers discuss people b. the belief that your co-workers should behave in a certain way c. the self-fulfilling prophecies your co-workers impose on you d. the victim mentality that arises from the fallacy of perfection 111. Rose believes she will never fall in love again because her husband just left their marriage for another woman. What fallacy is Rose falling victim to? a. approval b. catastrophic expectations c. causation d. helplessness 112. André felt angry when Tasleem, a woman he’d gone out with twice, went out with Rolf. According to a cognitive psychologist, what is the direct reason for André’s anger? a. Rolf’s betrayal of André b. Tasleem going out with André c. Tasleem and Rolf’s lack of sensitivity d. André’s belief that Tasleem should go out only with him 113. You believe that you should be able to complete all of your work with no mistakes. What fallacy are you falling victim to? a. approval b. overgeneralization c. perfection d. shoulds

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Chap 04_4ce_Look 114. Which statement best describes facilitative emotions? a. They contribute to effective functioning. b. They are more common in other cultures. c. They usually happen when you feel positive. d. They keep you from communicating effectively. 115. Which term best describes a clenched fist or a sudden change in vocal pitch? a. cognitive interpretations b. nonverbal reactions c. physio-emotional changes d. proprioceptive stimuli 116. Debbie believes that it is not just desirable but vital to get the acceptance of everyone in her class. What fallacy is she falling victim to? a. approval b. overgeneralization c. perfection d. shoulds 117. Which term refers to rethinking the meaning of emotionally charged events in ways that alters their emotional impact? a. emotional intelligence b. empathy c. reappraisal d. cognitive interpretations 118. Which of the following improves the expression of emotion in the statement, “You’re making me anxious”? a. “Your fast driving is not making me feel very safe.” b. “I feel nervous when you drive over the speed limit.” c. “I feel like taking the keys because of your speeding.” d. “I feel like I should drive because you are a bad driver.” 119. Which term refers to the act of dwelling persistently on negative thoughts that, in turn, intensify negative feelings? a. debilitative emotions b. negative self-talk c. rumination d. fallacies 120. Which term refers to debilitative feelings that come from accepting irrational thoughts? a. debilitative emotions b. rumination c. fallacies d. negative self-talk 121. Martin has been feeling anxious, having a lot of self-doubts, and thinking negatively about his performance in his school’s drama program. He recognizes that his thoughts are inaccurate, so every time he has a negative thought, he says something positive about his work performance to himself. What is Martin doing? a. reappraising his irrational beliefs b. recording his self-talk c. monitoring his emotional reactions d. noticing the event that activates his negative thoughts

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Chap 04_4ce_Look 122. Which term refers to the ability to understand and manage one’s own emotions and be sensitive to others’ feelings? a. emotional intelligence b. empathy c. reappraisal d. sympathy 123. Barbara and George are fighting, and both are experiencing physiological changes, such as increased heart rate and blood pressure. What are they experiencing? a. emotion labour b. mixed emotions c. debilitative emotions d. flooding 124. Which term refers to emotions that prevent a person from functioning effectively? a. debilitative emotions b. facilitative emotions c. emotional rumination d. emotional contagion 125. What are today’s employers are looking for in new employees? a. emotional intelligence b. moral integrity c. self-management d. teamwork Match each of the statements below with the fallacy it most clearly represents. a. fallacy of causation b. fallacy of perfection c. fallacy of shoulds d. fallacy of overgeneralization e. fallacy of catastrophic expectations 126. “I lost my temper with Max last night. I’ve studied interpersonal communication theory; I know better.” 127. “You’re confusing me.” 128. “You should be more easy-going.” 129. “You never tell me how you feel.” 130. “You ought to call me more often.” 131. “If I don’t get that job, my professional career is over!” 132. “Television baking shows make me so hungry.” 133. “You’re always finishing my sentences for me.” 134. “I know he’ll be crushed if I don’t go out with him.” 135. “I know I’ll make a fool of myself if I tell her how I feel.” 136. Using three situations from your life, illustrate primary and mixed emotions.

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Chap 04_4ce_Look 137. What are three guidelines suggested in your text for expressing feelings? Describe how you can apply these guidelines to your life. Give specific examples of situations you may face.

138. Identify three irrational fallacies in the text you most commonly accept. Explain each fallacy and explain the potential harm each may cause if you fail to dispute it.

139. Give examples of cultural, gender, and social conventions on emotional expression from your own life.

140. Identify and describe three types of workplace bullying.

141. Discuss how rational thinking makes effective communication more possible. Using a personal example, discuss the beliefs and self-talk you had associated with your situation and then discuss how you reappraised your irrational beliefs.

142. Discuss the influences on emotional expression.

143. Describe the differences between facilitative and debilitative emotions.

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Chap 04_4ce_Look 144. Describe two emotional reactions you have experienced. Identify the four components of emotion that occurred in each example.

145. Discuss how self-talk influences our emotions. Provide a specific, personal example of how your self-talk changed your emotions.

146. Discuss how emotional intelligence will assist you in your future career. Provide specific examples.

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Chap 04_4ce_Look Answer Key 1. True 2. True 3. False 4. False 5. True 6. False 7. True 8. False 9. True 10. False 11. False 12. True 13. False 14. True 15. False 16. True 17. False 18. True 19. True 20. True 21. True 22. True 23. False 24. False 25. True 26. False

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Chap 04_4ce_Look 27. False 28. True 29. True 30. True 31. True 32. True 33. True 34. True 35. True 36. True 37. True 38. False 39. True 40. False 41. False 42. True 43. True 44. True 45. False 46. d 47. c 48. d 49. d 50. b 51. c 52. b 53. d 54. c Copyright Cengage Learning. Powered by Cognero.

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Chap 04_4ce_Look 55. a 56. c 57. b 58. c 59. c 60. b 61. c 62. b 63. c 64. a 65. b 66. a 67. c 68. b 69. d 70. b 71. c 72. c 73. b 74. c 75. b 76. b 77. b 78. a 79. d 80. a 81. d 82. a Copyright Cengage Learning. Powered by Cognero.

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Chap 04_4ce_Look 83. a 84. b 85. c 86. b 87. b 88. c 89. d 90. c 91. d 92. b 93. c 94. d 95. b 96. c 97. a 98. d 99. b 100. c 101. a 102. a 103. d 104. a 105. b 106. b 107. c 108. c 109. c 110. b Copyright Cengage Learning. Powered by Cognero.

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Chap 04_4ce_Look 111. d 112. d 113. c 114. a 115. b 116. a 117. c 118. b 119. c 120. c 121. a 122. a 123. d 124. a 125. a 126. b 127. a 128. c 129. d 130. c 131. e 132. a 133. d 134. a 135. e 136. Answers will vary 137. Answers will vary 138. Answers will vary Copyright Cengage Learning. Powered by Cognero.

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Chap 04_4ce_Look 139. Answers will vary 140. Answers will vary 141. Answers will vary 142. Answers will vary 143. Answers will vary 144. Answers will vary 145. Answers will vary 146. Answers will vary

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Chap 05_4ce_Look Indicate whether the statement is true or false. 1. An “it” statement is an unconscious way to avoid taking a position on something. a. True b. False 2. Xaoling just finished medical school and wants to demonstrate that he is a competent doctor. As a result, he uses a lot of jargon with his patients. This is known as divergence. a. True b. False 3. Canada is a high-context language culture. a. True b. False 4. There are a few advantages to using a deferential language style. a. True b. False 5. Javier moves to a new school and wants to fit in with the other kids. He starts using the slang the other kids are using. This is referred to as speech accommodation. a. True b. False 6. Research demonstrated that male day-care teachers’ speech to their students resembles the language of female teachers more closely than it resembles the language of fathers at home. a. True b. False 7. Semantic rules are more powerful than an individual’s personal meaning for words. a. True b. False 8. Relative words gain their meaning from comparison. a. True b. False 9. A perfectly worded “I” statement delivered with total sincerity will ensure that the other person will not get defensive. a. True b. False 10. “You” language is the language of responsibility. a. True b. False

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Chap 05_4ce_Look 11. “Grace is short-tempered” is an example of static evaluation. a. True b. False 12. According to research, women talk more than men. a. True b. False 13. Linguistic relativism is a notion that holds that our language exerts a strong influence on our perceptions. a. True b. False 14. Words such as “lady lawyer,” “female doctor,” and “woman minister” are part of inclusive language terminology. a. True b. False 15. Asking questions may be a way to avoid making a declaration of what you want or feel. a. True b. False 16. One key to more accurate use of language is to avoid assuming that others interpret words the same way we do. a. True b. False 17. “You don’t care about me” is an example of inference. a. True b. False 18. An example of man-linked language would be “men’s washroom.” a. True b. False 19. Using “I” language is egotistical. a. True b. False 20. Language is symbolic. a. True b. False 21. Naming has no impact on our identity. a. True b. False

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Chap 05_4ce_Look 22. Emotive words sound like statements of fact, but they’re typically opinions. a. True b. False 23. “I’m kinda disappointed . . .” is an example of a hesitation. a. True b. False 24. Canadian researcher Colleen Reid’s work showed that emotive labels could also result in disagreeable consequences, as she discovered that women living in poverty were often referred to as “welfare cases” and “bad mothers.” a. True b. False 25. “I’m not very hungry” is an example of an intensifier. a. True b. False 26. The best way to move down the abstraction ladder when someone confronts you with vague language is to look up the confusing words in a dictionary and put them into your own words. a. True b. False 27. Abstract language is specific in nature. a. True b. False 28. Sign language is symbolic in nature. a. True b. False 29. Alice Stanley discussed the use of the word “bitch,” and concluded by stating the word is never appropriate, in any circumstance. a. True b. False 30. Inferential statements are interpretations of behaviour. a. True b. False 31. Equivocal words are words that can be interpreted in more than one way. a. True b. False

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Chap 05_4ce_Look 32. Syntactic rules are rules that govern the way symbols can be arranged, as opposed to the meanings of those symbols. a. True b. False 33. Studies have found that females use as much powerful language as males. a. True b. False 34. According to the textbook, women need same-sex conversations more than men do. a. True b. False 35. “Thanks for helping,” is an example of behavioural language. a. True b. False 36. There are between 20 and 50 different Indigenous languages spoken throughout Canada. a. True b. False Indicate the answer choice that best completes the statement or answers the question. 37. Which statement best describes cultures that stress formality in language? a. People talk less. b. There are fewer close relationships. c. Language use defines a social position. d. Using correct grammar is the most important. 38. “Don’t you think we should give it another try?” What form of deferential language does this statement contain? a. a disclaimer b. a hedge c. a hesitation d. a tag question 39. Which rule of language do we rely on to distinguish a speaker’s intention when we encounter unclear statements? a. ambiguous b. equivocal c. pragmatic d. syntactic 40. Which statement best exemplifies highly abstract language? a. “You can play tennis!” b. “Maneet is a loyal person.” c. “Turn to page 116 and do the exercise at the bottom of the page.” d. “My car wouldn’t start this morning; I wish I had never bought it.”

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Chap 05_4ce_Look 41. Which of the following most successfully changes the statement “You are a slob” into an “I” statement? a. “I need you to do more work around here; I do more than my share.” b. “I have to do the dishes since you never do, and I’m getting tired of it.” c. “I am frustrated because you never do the dishes. It seems like you don’t want to help.” d. “I get mad when you leave the dishes, and then I have to do them. It seems like you don’t care about the apartment.” 42. Which of the following is the least abstract? a. giving me more time b. paying attention to me every day c. letting me know you appreciate me d. saying “thanks” when I help with your work 43. Which statement is an inference? a. “You didn’t call me yesterday.” c. “You are late.”

b. “You don’t care about me.” d. “Thanks for agreeing to babysit.”

44. English-speaking visitors to the Arctic see just a lot of snow and ice. The Inuit, however, see many different substances because they have many different words for snow, depending on their different consistency and usefulness. What is this an example of? a. cognitive complexity b. perspective-taking c. Sapir-Whorf hypothesis d. social relativism 45. Which term refers to conclusions that are arrived at from an interpretation of the evidence? a. inferences b. emotive language c. deferential language d. powerful language 46. What do the syntactic rules of language govern? a. the words that become slang b. the way that semanticists create meaning c. how symbols can be arranged d. how speakers respond to symbols 47. Jennifer is a family therapist, and she wants to help a family she is working with improve their ability to express their feelings to each other. Which of the following would Jennifer focus on? a. “you” statements b. “I” statements c. “us” statements d. “we” statements 48. I often refer to my three colleagues as “an uptight team.” What am I using that might cause a misunderstanding? a. emotive words b. equivocal words c. reappraisal wording d. pragmatic wording 49. You promise your parents that you will cut the grass “soon,” and your parents become upset when you don’t cut it that day. You originally meant “soon” to be the end of the week. What caused this semantic problem? a. equivocal words b. convergence language c. relative words d. semantic discordance Copyright Cengage Learning. Powered by Cognero.

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Chap 05_4ce_Look 50. Which statement demonstrates the non-sexist practice of “avoiding the generic pronoun?” a. Green energy is good for humanity. b. Letter carriers do their work rain or shine. c. A good police officer always gets his man. d. Male nurses have been expanding in number. 51. What are equivocal words? a. low-level abstractions b. words that mean the same thing to most people c. words that have more than one commonly accepted definition d. words with meanings that are not modified by the accompanying nonverbal behaviour 52. Which of the following will you find in a low-context language culture? a. much use of silence b. much self-expression c. indirect expression of opinions d. less reliance on explicit verbal messages 53. “Sarah is a diabetic.” Why is this statement problematic? a. It is abstract. b. It makes Sarah’s disease her identity. c. Not everyone has a clear understanding of the term “diabetic.” d. Sarah doesn’t have diabetes. 54. Which rule governs the way symbols can be arranged, as opposed to the meanings of those symbols? a. pragmatic rules b. semantic rules c. sequential rules d. syntactic rules 55. A group of social work students have been instructed to create an activity for Grade 1 students. As they sit together to map out their plan, one student begins by stating, “Well, we could try this idea of using art materials.” What type of deferential language did this student use? a. disclaimers b. hedges c. hesitations d. tag questions 56. “Thanks to you, I can’t go to the beach since you were my ride. That makes me angry!” What is missing from this “I” statement? a. a description of the other person’s behaviour b. a description of the speaker’s feelings c. a description of the consequences that the other person’s behaviour has for the speaker d. a description of the speaker’s interpretation of the other person’s behaviour 57. You ask for a small piece of cake but get a piece twice as large as you expected. What caused this semantic problem? a. equivocal words b. convergence language c. relative words d. semantic discordance

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Chap 05_4ce_Look 58. “You can’t teach an old dog new tricks.” What is this statement an example of? a. directness b. self-confusion c. self-fulfilling prophecy d. stereotyping 59. What is one semantic problem that is common in our language? a. It is abstract. b. It lacks emotion. c. It is specific. d. It is wordy. 60. Dr. Helen is a couples’ therapist and has been working with Martin and Maria for almost three months. They have been working toward enhancing their communication skills. The latest session focuses on language that can build a constructive climate; a feeling of being “in this together.” Which type of statements will be the session’s focus? a. “you” statements b. “I” statements c. “us” statements d. “we” statements 61. Which term refers to words that gain their meaning through comparison? a. equivocal words b. convergence c. semantic discordance d. relative words 62. What are “piece” and “peace” an example of? a. equivocal words b. relative words c. reappraisal language d. semantic rules 63. What is an example of man-linked language? a. men’s washroom b. TV shows targeted towards men c. marketing materials that use language that attracts men d. fireman 64. Which rule governs the meaning of language, as opposed to its structure? a. equivocal words b. semantic rules c. relative language d. abstract language 65. How do men and women’s conversational styles differ? a. Men ask more questions. b. Men’s speech is more direct. c. Men use more contradictions. d. Women use more judgmental language. 66. Which statement best describes the idea of maleness as a standard? a. Businesses prefer to hire men over women as their standard hiring practice. b. A popular television show highlights “woman doctors” as opposed to only “doctors.” c. Men, as a standard, hold more power than women in society. d. In some occupations, it is standard that they are dominated by men.

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Chap 05_4ce_Look 67. “Excuse me. I have an 8 am exam. Would you mind turning down the music just a little?” What form of deferential language is this? a. an intensifier b. a hedge c. a hesitation d. a polite form 68. Which statement best describes the problem with “but” statements? a. They are always positive. b. They are unclear. c. They cancel out the thought that proceeds it. d. They blame the other person. 69. How are men’s and women’s use of language similar? a. They both talk about similar topics. b. They both use about the same level of direct speech. c. They both speak about the same number of words each day. d. They both use about the same amount of supportive comments. 70. In the “‘I’ and ‘You’ Language on the Job” communication transcript in your text, what was Rebecca able to accomplish in her confrontation with Tom? a. She got a commitment from him to not leave the office as frequently. b. She got a commitment from him to tell her how long he would be away each time he left the office. c. She let him know how she felt about his absences without attacking him. d. She was able to work out a schedule that allowed them both to be away from the office at different times. 71. Jack told his friend Maurice that he was “kinda disappointed” that he was not able to join him for the hockey game last night. What type of deferential language did Jack use? a. disclaimer b. hedge c. hesitation d. accommodation 72. What must an “I” statement contain? a. a description of the other person’s feelings b. a description of the other person’s behaviour c. the consequences of the speaker’s behaviour d. supportive comments about the other person 73. What is a reason for semantic misunderstandings? a. Poor grammar by the sender. b. Sloppy encoding by the sender. c. Using words that have more than one commonly accepted definition. d. Using complicated language.

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Chap 05_4ce_Look 74. Which statement best illustrates stereotyping? a. Old people get dementia. b. Women comprise less than 10 percent of that population. c. Disabled workers claim over $1 million per year in benefits. d. Forty percent of the wealthiest people in the U.S. give 20 percent of their income to charity. 75. Which of the following is the least abstract definition of a successful college experience? a. the ability to contribute to society b. a better understanding of Western civilization c. completion of the requirements listed on page 24 of the college catalogue with an average of 75 percent or higher d. the ability to express oneself clearly, understand principles of the arts and sciences, and have some expertise in a chosen field of study 76. You are in your criminology course, and you notice that the professor uses only the terms “them,” “they,” “their,” and “everyone” when addressing the class. According to your textbook, what is the professor doing? a. providing convergence b. using gender-neutral pronouns c. differentiating d. excluding man-linked language 77. Ahmed was recounting his recent hiking trip to friends and described how he often had to lie down on a very narrow pathway. Marvin approaches the group and hears only the end of the conversation where Ahmed states, “I am proud to say I perfected the art of lying.” Marvin suddenly feels very differently about Ahmed. This semantic misunderstanding is due to what type of word? a. convergent words b. equivocal words c. relative words d. semantic equivalents 78. Which term refers to words that have more than one dictionary definition? a. equivocal words b. convergent c. relative words d. semantic equivalents 79. Which of the following describes the highest-level abstraction? a. complaining about chores b. complaining about my housekeeping c. telling me to wash the dishes d. reminding me about chores, I haven’t done 80. “When you didn’t let me know you weren’t coming to the planning meeting, I felt that you weren’t interested in providing input, and that forced me to go ahead without you.” What is missing from this “I” statement? a. a description of the other person’s behaviour b. a description of the speaker’s feelings c. a description of the consequences that the other person’s behaviour has for the speaker d. a description of the speaker’s interpretation of the other person’s behaviour

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Chap 05_4ce_Look 81. What is a common feature of the Arabic language? a. direct and succinct speech b. clear affirmations and rejections c. strong assertions and exaggerations d. ideas are stated once and rarely repeated 82. “You probably won’t agree, but no one should be working on Canada’s Labour Day holiday.” What form of deferential language does this statement contain? a. a disclaimer b. a hedge c. a hesitation d. a polite form 83. Which of the following is a language style in which speakers defer to listeners by using hedges, hesitations, intensifiers, polite forms, tag questions, and disclaimers? a. deferential b. convergence c. divergence d. disruptive 84. Which idea is a result of the study of semantics? a. Words have rich meaning in and of themselves. b. Words typically can be interpreted in only one way. c. Meanings rest more in words than in the people who use them. d. The meanings of words come primarily from the people who use them. 85. Which term refers to using speech mannerisms that emphasize a communicator’s differences from others? a. convergence b. divergence c. differentiation d. accommodation 86. Which of the following indicates a speaker’s willingness to take responsibility for his/her thoughts or feelings? a. “I” vs. “we” or “you” b. “it” vs. “his” c. “his” or “her” vs. “their” d. singular vs. plural terms 87. Which of the following terms is sexist or exclusive? a. chairman b. flight attendant c. police officer d. menswear clerk 88. Which term refers to language that appears to describe something but really announces the speaker’s positive or negative attitude toward it? a. inference b. irresponsible language c. emotive language d. deferential language 89. Which statement contains a hedge? a. “Well, we could go to the movies.” b. “I would sort of like to go to the movies.” c. “Going to the movies wouldn’t be a bad idea, would it?” d. “My heart’s not set on it, but we could go to the movie.”

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Chap 05_4ce_Look 90. “I’m really excited to see you.” What form of deferential language does this statement contain? a. an intensifier b. a hedge c. a hesitation d. a polite form 91. At the end of class, a group of students were talking about their presentation that is due the following week. It becomes clear to their instructor, Professor Bake, that they have not met to work on their presentation or even to organize their work. Professor Bake speaks up and states to them, “It’s about time to get started, isn’t it?” What type of deferential language did the professor use? a. disclaimers b. hedges c. hesitations d. tag questions 92. Which term refers to the idea that a culture is unavoidably shaped and reflected by the language its members speak? a. high-context culture b. low-context culture c. cultural determinism d. linguistic determinism 93. Which concept does Dr. Robert Scott Stewart’s “A Philosopher’s View of Love” reading in the text address? a. culture and language b. responsibility in language c. semantics d. syntactics 94. “I was so excited when you invited me to lunch!” What is missing from this “I” statement? a. a description of the other person’s behaviour b. a description of the speaker’s feelings c. a description of the consequences that the other person’s behaviour has for the speaker d. a description of the speaker’s interpretation of the other person’s behaviour 95. Jessica approached a group of friends chatting and heard Jason saying he crawled to the end of the bough. She thought he had gone boating, but he was referring to apple picking. This is an example of using what type of words? a. equivocal words b. convergent words c. relative words d. semantic equivalents 96. What do people who practise convergence in their speech hope to achieve? a. affiliation and acceptance with a group b. agreement on a critical issue c. resolution of a conflict d. unity within a group 97. What is the main idea communicated by the term linguistic relativism? a. Language is relative. b. Everything we talk about is relative. c. Language strongly influences perceptions. d. Culture determines the type of language it uses.

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Chap 05_4ce_Look 98. What is likely to happen when people use language that is too powerful? a. They may get what they are seeking in the long term. b. They may alienate the other person in the relationship. c. They may strengthen their relationship with the other person. d. They may enhance their communicative effectiveness. 99. Martin teaches at a local college and has done everything he can to ensure he uses a generic pronoun. He struggles with how best to address his class. According to the text, which greeting would be the most appropriate? a. “Hello, guys and gals.” b. “Hello, guys.” c. “Hello, folks.” d. “Hello, ladies, gentlemen, and others.” 100. In which of the following statements is the use of a “we” statement most appropriate? a. “We have a problem here.” b. “What are we going to do about this issue?” c. “We aren’t doing a very good job of keeping the place clean, are we?” d. “I think that we need to talk to Stephanie.’ 101. How can a person clarify misunderstandings that revolve around emotive, equivocal, and relative language? a. Use clearer punctuation of perceptual events. b. Replace abstract terms with concrete ones. c. Confine communication to static definitions. d. Use more interpersonal and less impersonal communication. 102. Which statement is a fact? a. “You shouldn’t have said that.” b. “I heard you say you weren’t interested.” c. “Fact number one: you are stupid.” d. “It’s a fact that using the tone of voice you did always backfires.” 103. What is Canada’s third most frequently spoken mother tongue? a. Chinese b. French c. German d. Spanish 104. Which statement best summarizes the problem with “it” statements? a. They are always positive. b. They attribute ownership to some unidentified source. c. They are unclear. d. They blame the other person. 105. Which term refers to a range of more to less abstract terms describing an event or object? a. abstract language b. abstraction ladder c. abstraction evaluation d. abstract words

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Chap 05_4ce_Look 106. You are listening to a podcast, and the narrator is describing a “male geriatric patient” who did not receive proper care from the health care system. What language sensitivity concern does this comment raise? a. ageist language b. man-linked language c. heterosexist language d. sexist language 107. “Canadians love hockey.” What is this statement an example of? a. confusing self-talk b. equivocation c. self-fulfilling prophecy d. stereotyping 108. When is making an inference a reasonable thing to do in interpersonal communication? a. when the other person understands you b. when you wait for the other to infer also c. when you identify the inference to the other person d. when you first describe the fact that led to the inference 109. Aiden is a teen who has recently started to use slang that his parents don’t fully understand. He also complains that his parents speak like they are “from a different planet.” What linguistic strategy is Aiden using? a. convergence b. differentiation c. divergence d. stereotyping 110. Which of the following is the problem with “you” language? a. They are always negative. b. They attribute ownership to some unidentified source. c. They are unclear. d. They imply a judgment of another person. 111. Which of the following is the least abstract? a. iPhone b. 2020 red Apple iPhone c. red iPhone d. reliable cell phone 112. Why is using low-level abstractions helpful? a. They are clear and concise. b. They bring confrontation with others to a head. c. They let us talk about the differences between several objects or events. d. Abstractions are rarely helpful. 113. What characteristic is present in cultures that prize succinctness in language? a. Silence is valued. b. Vocabulary is limited. c. Verbal fluency is admired. d. More than one language is spoken. 114. Which term refers to the tendency to view people or relationships as unchanging? a. static evaluation b. emotive language c. semantics d. reappraisal language

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Chap 05_4ce_Look 115. What semantic problem can be caused by statements such as “Frank is a responsible nurse”? a. emotive language b. equivocation c. semantic language d. static evaluation 116. According to Canadian researcher Colleen Reid’s study on women living in poverty, what is a major reason for the exclusion of these women in society? a. their lack of adequate income b. their lack of communication skills c. the use of emotive labels in reference to them d. the consuming demands on them as single mothers 117. “When you left without saying where you were going, I felt confused and so I went to the park on my own.” What is missing from this “I” statement? a. a description of the other person’s behaviour b. a description of the speaker’s feelings c. a description of the consequences that the other person’s behaviour has for the speaker d. a description of the speaker’s interpretation of the other person’s behaviour 118. What is the process of adapting one’s speech style to match that of others with whom the communicator wants to identify? a. convergence b. divergence c. differentiation d. accommodation 119. “I, uh, think I’d be a little calmer if you could stop driving so fast, okay?” How could this statement be more powerful? a. Eliminate the disclaimer. b. Eliminate the intensifiers. c. Eliminate the polite form. d. Eliminate the hedge. 120. Kelly tells her friends she loves her new volunteer position. “Each day, I get to help Mrs. Chan, a senior citizen who is crippled, spend time at the local park and enjoy the benefits.” What language sensitivity concerns may be raised as a result of Kelly’s comment? a. ageist language b. national origin c. heterosexist language d. disabilities language 121. On the strength of a recommendation from one of your friends, you took a class from a psychology instructor who your friend had described as “witty and bright.” However, you find the instructor boring and dull. Why were you a victim of this misunderstanding? a. emotive language b. exaggeration c. reappraisal language d. linguistic divergence 122. Jason has moved to a new school. He starts using slang that other students are using even though these are words he normally doesn’t use. What is Jason experiencing? a. divergence b. convergence c. using differential language d. using disruptive language

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Chap 05_4ce_Look 123. A soccer team is at a local bar celebrating a victory. The captain is drinking excessively, and his teammates are concerned by his behaviour. The assistant captain decides to speak up and states, “I probably shouldn’t say this, but you should stop drinking and go home.” What type of deferential language did the assistant captain use? a. disclaimer b. hedge c. hesitation d. accommodation 124. Which of the following represents the highest-level abstraction? a. farmer b. human being c. man d. wheat farmer 125. What type of language rule does the statement “here the drink bring” violate? a. pragmatic b. semantic c. sequential d. syntactic 126. You think Dave, a personal trainer at the gym, is “egotistical.” Your friend thinks he has a lot of “selfconfidence.” What is the cause of your disagreement about Dave? a. emotive language b. linguistic determinism c. punctuation d. relative terms Identify each of the following statements as fact or inference. a. inference b. fact 127. You are trying to hurt me. 128. You told Alice that I didn’t want to go out for dinner tonight. 129. Mark is so smart and helpful. 130. Mr. Barron wrote me a letter to help me get that job. 131. Your children are disruptive. 132. Your children interrupted me when I spoke. 133. The college president was arrested for drunken driving. 134. These new running shoes are more comfortable than my previous pair. 135. Liz’s outfit has many colours in it. 136. Roberta’s animation skills are very developed. 137. Discuss the difference between factual and inferential statements. Using a personal example, discuss how factual and inferential language was used in a disagreement.

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Chap 05_4ce_Look 138. Using examples of deferential language, describe two ways in which you presently communicate successfully or two ways in which you would like to communicate better in interpersonal situations. For each example, be sure to describe the people involved, the circumstances in which the communication takes place, and the current or desired behaviours.

139. Reflect on the conversations you have had with a man and a woman who are important in your life. Describe these conversations briefly in terms of content and style. Compare the conversations and comment on any variables involved, using terms and research from your text that address the issue of gender and language.

140. Discuss the difference between “it” statements, “but” statements, “you” language, and “I” language. Why is it important to use “I” language? Give a personal example where you used “I” language successfully.

141. Compare and contrast your use of language with that of someone you know whose background differs from yours, pointing out the similarities or differences in (a) verbal communication style (direct/indirect, elaborate/succinct, formal/informal) and (b) worldview. Cite specific examples.

142. Discuss emotive language. How can you avoid arguments involving emotive words? Discuss a personal example where you used emotive language. How could you rephrase your emotive language?

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Chap 05_4ce_Look 143. Describe what abstract language is and how you use unnecessarily abstract language that can cause communication problems. Give three examples. Tell how you could lower the level of abstraction in each of the examples you have given or provide reasons why the higher-level abstraction is justified and relationally beneficial.

144. Using “I” language patterns from the text, create three “I” language statements you could actually deliver to people important in your life. Identify the four parts of each of your complete “I” statements.

145. In your own words, explain the statement “meanings rest more in people than in words.” Cite examples from your own experience.

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Chap 05_4ce_Look Answer Key 1. True 2. True 3. False 4. False 5. True 6. True 7. True 8. True 9. False 10. False 11. True 12. False 13. True 14. False 15. True 16. True 17. True 18. False 19. False 20. True 21. False 22. True 23. False 24. True 25. True 26. False

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Chap 05_4ce_Look 27. False 28. True 29. False 30. True 31. True 32. True 33. False 34. True 35. False 36. False 37. c 38. d 39. c 40. b 41. d 42. d 43. b 44. c 45. a 46. c 47. b 48. a 49. c 50. b 51. c 52. b 53. b 54. d Copyright Cengage Learning. Powered by Cognero.

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Chap 05_4ce_Look 55. c 56. a 57. c 58. d 59. a 60. d 61. d 62. a 63. d 64. b 65. b 66. b 67. d 68. c 69. c 70. c 71. b 72. b 73. c 74. a 75. c 76. b 77. b 78. a 79. a 80. b 81. c 82. a Copyright Cengage Learning. Powered by Cognero.

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Chap 05_4ce_Look 83. a 84. d 85. b 86. a 87. a 88. c 89. b 90. a 91. d 92. d 93. c 94. c 95. a 96. a 97. c 98. b 99. c 100. d 101. b 102. b 103. a 104. b 105. b 106. a 107. d 108. d 109. c 110. d Copyright Cengage Learning. Powered by Cognero.

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Chap 05_4ce_Look 111. b 112. a 113. a 114. a 115. d 116. c 117. d 118. a 119. d 120. d 121. a 122. b 123. a 124. b 125. d 126. a 127. a 128. b 129. a 130. b 131. a 132. b 133. b 134. a 135. b 136. a 137. Answer will vary. 138. Answers will vary. Copyright Cengage Learning. Powered by Cognero.

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Chap 05_4ce_Look 139. Answers will vary. 140. Answers will vary. 141. Answers will vary. 142. Answers will vary. 143. Answers will vary. 144. Answers will vary. 145. Answers will vary.

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Chap 06_4ce_Look Indicate whether the statement is true or false. 1. Jessie Rose MacDonald interviewed people in the LGBTQI (lesbian, gay, bisexual, transexual, queer or questioning, and intersex) community regarding their courtship behaviours and discovered that there were no differences compared to the heterosexual dating practices. a. True b. False 2. Nonverbal communication is defined as messages expressed by other than linguistic means. a. True b. False 3. There are more nonverbal than verbal messages available to you in a communication exchange. a. True b. False 4. When you notice nonverbal deception cues, you can be sure the person is lying. a. True b. False 5. The lack of nonverbal cues in an email is a problem that has been solved through the use of emoticons, such as the happy face. a. True b. False 6. If deceivers feel confident and not guilty, their deception is more likely to be found out. a. True b. False 7. Researchers have found that the face and eyes are capable of only five basic expressions. a. True b. False 8. There are at least eight distinguishable positions of the eyebrows and forehead. a. True b. False 9. Accenting is nonverbal behaviour that reinforces a verbal message. a. True b. False 10. Children as young as three agree about who is attractive and unattractive. a. True b. False

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Chap 06_4ce_Look 11. Many nonverbal messages are sent unintentionally. a. True b. False 12. Chronemics refers to the usage of time. a. True b. False 13. If you get within half a metre of someone else, you’ve invaded their “personal space,” according to researcher Edward Hall. a. True b. False 14. Paralanguage is language used when working with children. a. True b. False 15. One way to signal a desire to avoid involvement when forced into intimate distance with another is to position yourself in an indirect body orientation. a. True b. False 16. Too few gestures may be as significant an indicator of mixed messages as too many. a. True b. False 17. According to your text, some researchers claim that 93 percent of the emotional impact of a message comes from nonverbal sources. a. True b. False 18. Mark has a relaxed posture when speaking to his boss. This indicates that he doesn’t feel threatened by his boss. a. True b. False 19. Complementing is nonverbal behaviour that reinforces a verbal message. a. True b. False 20. Illustrators are communication that is portrayed in drawings. a. True b. False

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Chap 06_4ce_Look 21. According to research, women use more facial expressions compared to men in their day-to-day nonverbal communication. a. True b. False 22. According to the text, nonverbal communication is a major part of “emotional intelligence.” a. True b. False 23. Pointing an accusing finger at someone while criticizing them is an example of regulating. a. True b. False 24. Stammering and saying “uh” are nonverbal behaviours called vocal fillers. a. True b. False 25. Pupil dilation can be a sign of interest. a. True b. False 26. Nonverbal behaviour can initiate interaction or serve as feedback to prior messages. a. True b. False 27. In Saudi Arabia, it is customary for males to kiss one another when they meet. a. True b. False 28. Women are more vocally expressive than men. a. True b. False 29. Most communication scholars don’t define American Sign Language as nonverbal communication. a. True b. False 30. Patterns of eye contact are fairly consistent across cultures. a. True b. False 31. Deception studies have found that deceivers are more likely to be found out when they feel strongly about the information being hidden. a. True b. False

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Chap 06_4ce_Look 32. Peter always likes to sit at the same desk. This is an example of territoriality. a. True b. False 33. Territoriality refers to the space we carry around us as an extension of our physical being. a. True b. False 34. Decisions to hire potential job candidates are partly based on nonverbal behaviour. a. True b. False 35. Different emotions show most clearly in various parts of the face. a. True b. False 36. In many instances, the use of touch increases liking and boosts compliance. a. True b. False 37. Once you increase your awareness of nonverbal messages, you can “read” another person’s nonverbal behaviour accurately in most situations. a. True b. False 38. Brief expressions that flit across a subject’s face in as short a time as it takes to blink an eye are called adaptors. a. True b. False 39. Researchers have found nonverbal convergence impossible when dealing with members of different cultures. a. True b. False 40. Your text defines nonverbal communication as any type of communication that isn’t expressed by speech. a. True b. False 41. When we are interested in something or someone, the pupils of our eyes get smaller. a. True b. False 42. Emblems are nonverbal behaviours that have the same meaning to all members of a particular culture or coculture. a. True b. False Copyright Cengage Learning. Powered by Cognero.

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Chap 06_4ce_Look 43. A smell can help us remember events and facts. a. True b. False 44. Contradicting is nonverbal behaviour that is inconsistent with a verbal message. a. True b. False 45. Mike waves at Bethany while saying hello. This is an example of repeating. a. True b. False 46. Illustrators are nonverbal behaviours that accompany and support verbal messages. a. True b. False 47. Generally, facing someone directly signals your interest in that person. a. True b. False 48. Nonverbal communication is always specific and clear. a. True b. False 49. Posture is the least ambiguous type of nonverbal behaviour. a. True b. False 50. People who spoke rapidly responded most favourably to rapid talkers, whereas slow speakers referred those whose rate was also slow. a. True b. False 51. Your text defines nonverbal communication as “those messages expressed by other than linguistic means.” a. True b. False 52. It is possible to recognize paralinguistic messages, even if you don’t understand the language being spoken. a. True b. False 53. A study revealed that the vocal frequency of a liar’s voice tends to be higher than that of a truth- teller. a. True b. False

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Chap 06_4ce_Look 54. Silence or pauses are included as nonverbal communication. a. True b. False 55. Men express more emotions via facial expressions than women. a. True b. False 56. Haptics is the study of slang. a. True b. False 57. According to your text, people generally get more social meaning from what others do than from what they say. a. True b. False 58. Saying “um,” “er,” and “uh” are examples of unintentional pauses. a. True b. False 59. Increased use of adaptors (manipulators) is a sign of uneasiness. a. True b. False 60. Potential job candidates need to have a heightened awareness of the role of kinesics in their nonverbal communication. a. True b. False Indicate the answer choice that best completes the statement or answers the question. 61. Safeway workers were asked to smile and make eye contact with customers. What did customers often assume about these workers? a. They were faking it. b. They were flirting. c. They were happy. d. They were overconfident. 62. Who is most likely to receive a negative response when approaching a passerby in public? a. a stranger wearing a uniform b. a friend wearing sloppy clothing c. a stranger wearing casual clothing d. a stranger wearing formal business clothing 63. Karen is nervous in math class. She unknowingly clicks pens and shakes her legs. What does this behaviour describe? a. a type of leakage b. an adaptor c. an emblem d. a deception cue Copyright Cengage Learning. Powered by Cognero.

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Chap 06_4ce_Look 64. Which of the following is a component of nonverbal communication? a. language b. mediated communication c. sign language d. volume, rate, and pitch of speech 65. What is characteristic regarding men’s nonverbal behaviour? a. They gesture more often than women do. b. They require more personal space than women. c. They make more eye contact with conversational partners than women do. d. They are more likely than women to face conversational partners head-on. 66. In Canadian culture, nodding your head up and down is considered to be a very precise nonverbal behaviour meaning “yes.” What term refers to this type of behaviour? a. adaptor b. confirmator c. emblem d. nonlinguistic code 67. Which term refers to the nonverbal behaviour that uses stammering or “uh, um, er” in conversation? a. vocal fillers b. hesitations c. leakage d. microexpressions 68. According to research, what increases positive impressions, task compliance, and even the tips a waiter receives? a. eye contact b. proxemics c. smiling d. touch 69. Jessica is a hospital social worker. She visits a female patient to make sure she is okay, and the patient’s husband stands very close to Jessica. This makes Jessica uncomfortable. What reason explains Jessica’s discomfort? a. Jessica is worried the husband finds her attractive. b. Jessica feels threatened by the husband. c. The husband has violated the public distance spatial zone. d. The husband has violated the personal distance spatial zone. 70. Which of the following is the closest of Edward T. Hall’s proxemic zones? a. intimate distance b. personal distance c. skin contact d. touching distance 71. What outcomes were presented in an experiment involving students and a professor’s office environment? a. Students perceived professors who occupied sparsely decorated offices as being more credible than those occupying less attractive offices. b. Students perceived professors who occupied sparsely decorated offices as being less credible than those occupying less attractive offices. c. Students perceived professors who occupied well-decorated offices as being more credible than those occupying less attractive offices. d. Students perceived professors who occupied well-decorated offices as being less credible than those occupying less attractive offices. Copyright Cengage Learning. Powered by Cognero.

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Chap 06_4ce_Look 72. In nonverbal communication, what do studies of leakage deal with? a. behaviours of illness b. deception cues c. environmental issues d. innate behaviours 73. What is characteristic of women’s nonverbal behaviour? a. Women are less vocally expressive than men. b. Women use more expansive gestures than men. c. Women are more likely than men to lean forward in conversations. d. Women make more eye contact with conversational partners than men. 74. According to Annie Donnellon, what is the most important advice for communicating with visually-impaired people? a. Say your name. b. Speak clearly with expression. c. Tell them when you’re leaving. d. Briefly describe when something visual is happening. 75. When is nonverbal evidence of lying most likely to occur? a. when the deceiver has not rehearsed the deception. b. when the deceiver doesn’t know other people are watching. c. when the deceiver has no strong feelings about the deception. d. when the deceiver does not feel anxious or guilty about the lies. 76. Amber is late responding to an email from her colleague who works in a different city. How is her colleague likely to perceive this? a. Her colleague won’t notice. b. It may impact her colleague’s feelings of trust toward Amber. c. It will likely be viewed positively by her colleague. d. Her colleague will keep emailing Amber until she receives a reply. 77. In the “Observing What You See” reading in Chapter 6, the author details how she made inferences about a student she observed in a cafeteria. What does she conclude? a. She was able to figure out as much about the student from his nonverbal behaviour as from speaking with him. b. To accurately infer things about a person based on their behaviour, you need to have extrasensory powers. c. Observing the student’s nonverbal behaviour and communication told her little about his personal life or philosophies. d. After watching the student for about a week, she still couldn’t make very accurate inferences, so she had to speak with the student at a party they both attended to find out more.

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Chap 06_4ce_Look 78. In the “Observing What You See” reading in Chapter 6, the author details how she made inferences about a student she observed in a cafeteria. What is the main point of this reading? a. You can infer many things from people’s nonverbal behaviour. b. Young people are more nonverbally expressive than older adults. c. Inferences based on nonverbal behaviour must be treated with caution. d. Nonverbal behaviour is an accurate way to gain information about other people. 79. According to your text, which statement best summarizes the research done on the voice? a. People respond best to communicators who speak at the same rate they do. b. Having an attractive voice confers no real social advantage in the short term. c. Communicators who speak loudly and without hesitation are viewed as more truthful than those who pause and speak quietly. d. When vocal elements contradict the verbal message, people will usually judge the speaker’s intention from the words, not the voice. 80. What type of nonverbal behaviour is included in kinesics? a. vocal pitch b. voice tone c. posture d. touch 81. Which emotion is the most difficult to identify from body posture? a. anger b. disgust c. happiness d. sadness 82. Clara pauses while talking to her boss as she contemplates how she will explain why she is late to work. What does this behaviour describe? a. a vocal filler b. a deception cue c. an unintentional pause d. a paralanguage 83. Ami hasn’t completed her paper for her Interpersonal Communications class, and it is due today. Ami comes up with an elaborate story for her professor. Ami’s professor suspects that Ami is lying because she changes her story, and she is speaking very softly. What is Ami’s behaviour an example of? a. contradicting b. mixed messages c. leakage d. regulating 84. Daniel is a First Nations student at a university. He grew up in his community and still lives there. He has run into conflict with a professor because he avoids eye contact with the professor and says very little. Considering his background, what does Daniel’s behaviour most likely indicate? a. respect b. boredom c. confusion d. inattentiveness 85. What is the act of shaking your head in disagreement with an example of? a. adaptors b. emblems c. gestures d. illustrators

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Chap 06_4ce_Look 86. What nonverbal function is demonstrated by the nonverbal behaviour of smiling at a friend as you say “come on over here”? a. accenting b. complementing c. regulating d. substituting 87. Which of the following best describes Hall’s personal distance zone? a. skin contact to 45 centimetres b. 45 centimetres to 1.2 metres c. 1.2 to 3.6 metres d. outward from 3.6 metres 88. What are anthropologist Edward T. Hall’s distance zones? a. intimate, personal, social, and public b. intimate, nonintimate, social, and public c. open, blind, hidden, and unknown d. personal, impersonal, social, and public 89. What is a characteristic of nonverbal behaviour? a. clear and unambiguous b. primarily relational c. has no communicative value d. less important than verbal skills 90. Which of the following best describes Edward T. Hall’s public distance zone? a. skin contact to 45 centimetres b. 45 centimetres to 1.2 metres c. 1.2 to 3.6 metres d. outward from 3.6 metres 91. Max wants to excel at his profession; to be a teacher. According to your text, in the education field, what differentiates good teachers from bad teachers? a. immediacy b. intimacy c. competiveness d. self-confidence 92. What does the term “chronemics” refer to? a. how people use age b. how people use colour c. how people use space d. how people use time 93. When communicating via email with your colleagues, which guideline will best help you maintain exceptional working relationships? a. Respond to emails after you have completed your important tasks. b. Respond promptly. c. Respond to emails once a week. d. Talk to your colleagues instead of responding to their emails. 94. What is the nonverbal function that is equivalent to using boldface or underlining in print? a. accenting b. complementing c. regulating d. substituting

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Chap 06_4ce_Look 95. Nancy had a very successful job interview. Which of the following did she likely do that her competitors didn’t do? a. She had a higher level of education than her competitors. b. She had better references than her competitors. c. She smiled and nodded more than her competitors. d. She had more work experience than her competitors. 96. Which term refers to the many ways the voice communicates, including tone, speed, pitch, number and length of pauses, and volume? a. modulators b. nonvocals c. paralanguage d. proxemics 97. What nonverbal function is illustrated by vocal intonation patterns, audible breaths, eye contact patterns, and pauses in a conversation? a. accenting b. regulating c. contradicting d. complementing 98. Heather is studying for a test for her Child and Youth Worker program. She has decided to wear a certain perfume while she studies and she will wear the same perfume when she writes the test. Why is she doing this? a. The smell of the perfume calms her test anxiety. b. She likes how the perfume smells. c. She hopes the perfume will attract the attention of a fellow student she has a crush on. d. The smell is associated with memory, and it can help us recall information. 99. According to social scientists, which statement describes an emblem? a. brushing your hair b. crossing your legs c. leaning back in your chair d. putting your index finger over your lips 100. David is a nursing student on placement at a long-term care home. He has worked with two different doctors, and one doctor is much more effective at helping his patients disclose important personal information as opposed to the other doctor. Which reason best explains why one doctor is more effective? a. The doctor spends a lot of time with his patients. b. The doctor explains things well to his patients. c. The doctor uses a lot of direct eye contact with the patients. d. The doctor is friendly and makes small talk with the patients. 101. Gord and Christina work at a social services agency together. Gord is bored and looks out the window when Christina tells him about a challenging client she is working with. What nonverbal function is Gord demonstrating? a. accenting b. complementing c. regulating d. substituting

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Chap 06_4ce_Look 102. Some social scientists argue that ____ percent of the emotional impact of a message comes from nonverbal sources, while others suggest a more conservative estimate of ___ percent. a. 35; 93 b. 50; 83 c. 65; 83 d. 93; 65 103. Which of the following are functions of nonverbal communication? a. accenting and intensifying b. adding and substituting c. complementing and detracting d. repeating and contradicting 104. Which of the following best describes Edward T. Hall’s social distance zone? a. skin contact to 45 centimetres b. 45 centimetres to 1.2 metres c. 1.2 to 3.6 metres d. outward from 3.6 metres 105. Evan uses the same locker every time he goes to the gym. What is this an example of? a. territoriality b. proxemics c. chronemics d. olfactics 106. What can you infer from a stranger’s smile? a. They are happy. b. They are friendly. c. They want to communicate. d. You don’t know what it suggests. 107. Despite the various differences that exist in nonverbal communication patterns across cultures, what was deemed universal? a. eye contact is a sign of disrespect b. eye contact is a sign of respect c. smiles and laughter are signals of positive emotions d. smiles and laughter hide signs of displeasure 108. Vlad is looking to buy a new home. He is very drawn to one house in particular where the owners had baked bread immediately before Vlad entered the house. What is influencing Vlad? a. territoriality b. proxemics c. chronemics d. olfactics 109. According to your textbook, students learn more from teachers who do practise a particular communication skill. What do these teachers do? a. They use effective nonverbal communication. b. They speak clearly when teaching. c. They spend time with students outside of class. d. They listen to student concerns. 110. When you simultaneously express different or contradictory messages with your verbal and nonverbal behaviours, what type of messages are you sending? a. discordancies b. disfluencies c. incongruencies d. mixed messages

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Chap 06_4ce_Look 111. Which term refers to a nonverbal behaviour that is inconsistent with a verbal message? a. contradicting b. mixed messages c. confounding d. leakage 112. In your role as a nursing supervisor, it is your responsibility to welcome new nursing students. The first student you meet is standing rigidly straight as she speaks with you. What is the most likely meaning of her posture? a. She admires you. b. She is relaxed and at ease with you. c. She views you as having a lower status than she has. d. She views you as having a higher status than she has. 113. Mary is attending a semester abroad in Italy. She is trying everything she can think of to avoid giving one of her classmates, Mario, the idea that she is interested in him romantically. She is avoiding Mario, speaking less often with him, avoiding eye contact, etc. Despite Mary’s effort, Mario isn’t getting the message. Why isn’t Mario receiving Mary’s message? a. Nonverbal communication is unambiguous. b. Nonverbal communication serves many functions. c. Nonverbal communication is highly influenced by culture and gender. d. All nonverbal behaviour has communicative value. 114. Victoria is lying to her boss about why she was late with her project. Her boss notices that her voice is higherpitched than usual. What is her higher-pitched voice, an example of? a. contradicting b. mixed messages c. leakage d. kinesics 115. Tom points down the hallway when he is giving directions to the nearest washroom. What is this an example of? a. accenting b. complementing c. repeating d. substituting 116. Rich gives Shawn the thumbs- up sign. What is this an example of? a. accenting b. substituting c. regulating d. complementing 117. What statement best describes the messages the eyes communicate? a. The eyes send involvement messages. b. The eyes do not send significant nonverbal messages. c. Nonverbal messages of the eyes are different based on culture. d. The eyes send noninvolvement messages. 118. Which term would describe the act of keeping silent while some of your work colleagues are turning their backs to start a new conversation each time one of your mutual peers speaks? a. a slow-motion microexpression b. nonverbal bullying c. a manipulator d. a silence

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Chap 06_4ce_Look 119. Which term refers to a nonverbal behaviour that reveals information a communicator does not disclose verbally? a. deception cues b. leakage c. contradicting d. mixed message 120. You have turned to the side and slightly away from another person to signal that you are finished talking with them. What is this an example of? a. body orientation b. gesture c. posture d. proxemics 121. Kim nods as Ruth tells her about a challenging client she worked with earlier in the day. What is this an example of? a. regulating b. complementing c. accenting d. substituting 122. What can nonverbal regulators signal? a. a mixed message b. a word to be emphasized c. agreement or disagreement d. the desire to end a conversation 123. What have studies of physical attractiveness demonstrated? a. There is no difference in the treatment of attractive and unattractive people. b. Men who are attractive have more advantages than women who are attractive. c. Both men and women whom others find attractive are rated as being more sensitive, kind, strong, sociable, and interesting. d. Unattractive people have greater career success. 124. Which term refers to a nonverbal behaviour that signals the untruthfulness of a verbal message? a. leakage b. mixed message c. deception cues d. contradicting 125. What is a microexpression? a. a brief comment c. a subtle nonverbal behaviour

b. a brief emotional outburst d. a split-second facial expression

126. Which term refers to deliberate nonverbal behaviours with precise meanings known to virtually all members of a cultural group? a. emblems b. adaptors c. gestures d. illustrators 127. According to your text’s discussion of a study of college students, what was one way a wink was interpreted? a. as a sign of confidence b. as an expression of thanks c. as an expression of affirmation d. as a sign of a shared secret 128. What might the decreased use of adaptors indicate? a. boredom b. flexibility c. inferiority d. power

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Chap 06_4ce_Look 129. What is kinesics the study of? a. personal distances b. nonverbal behaviour c. body position and motion d. efficient movement in sports 130. What does proxemics study? a. the way people use time b. the way people use space c. the way people use words to transmit messages d. the way people use interpret ambiguous messages 131. You are a social worker at a community youth organization. Your co-worker insists that she is interested in what you are saying, but she keeps looking at her iPhone while you speak. What does her behaviour suggest? a. She is telling a lie. b. She is bored with the conversation. c. She is noticing something out the window. d. You can’t be certain what it indicates. 132. Clothing is perceived to convey information about the wearer’s characteristics. Which characteristic is least likely to be perceived from their clothing? a. current mood b. educational background c. moral character d. trustworthiness 133. Which term refers to nonverbal behaviours that accompany and support verbal messages? a. emblems b. adaptors c. gestures d. illustrators 134. Which statement best describes the relationship between time-related behaviour and communication? a. Time spent together is less important than some other nonverbal behaviours to relational satisfaction. b. Time spent together is important, but the time taken to respond to an email is not important in a relationship. c. Time spent together is important, and time taken to respond to an email is important. d. Frequent, quick replies to texts and emails make up for deficits in time spent together. 135. What does nonverbal behaviour generally express? a. what people think b. content messages c. meta-messages d. relational messages 136. How is nonverbal communication related to perception? a. People who perceive better exhibit more nonverbal behaviours. b. Cultural factors influence how we perceive much nonverbal behaviour. c. We can’t perceive most nonverbal behaviours without verbal explanation. d. We perceive only the nonverbal behaviours in others that we exhibit ourselves. 137. What is a manipulator? a. a type of leakage c. a nonverbal control behaviour

b. a category of gestures d. a deceptive nonverbal behaviour

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Chap 06_4ce_Look 138. Nonverbal communication varies across cultures. Which gesture described in your text means a cheery affirmation in one culture and a sexual invitation in another? a. closing fingers and raising a thumb; a thumbs-up b. joining the tips of thumb and forefinger to form a circle c. pointing at another person with an extended finger d. raking fingers through one’s hair 139. You are a police officer looking for a suspect who has stolen an iPhone from a store. You encounter a group of youths and ask if any of them saw anyone running away from the mall. They say no, but when you first asked the question, you noticed that one person’s eyes widened briefly. What nonverbal does this describe? a. microexpression b. a deception cue c. eye communication d. haptics 140. What has research into nonverbal communication across cultures revealed? a. All facial expressions are innate. b. Few nonverbal behaviours are universal. c. Smiles and laughter are a universal signal of positive emotions. d. Sour expressions convey displeasure in some cultures and pleasure in others. 141. What is haptics the study of? a. voice b. touching c. eye movement d. body movement 142. Which term refers to movements in which one part of the body grooms, massages, rubs, holds, fidgets, pinches, picks, or otherwise manipulates another part? a. emblems b. adaptors c. gestures d. illustrators

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Chap 06_4ce_Look Match each description below with the term it best describes. a. chronemics b. vocal filler c. emblem d. illustrator e. kinesics f. proxemics g. touch 143. Waving, shaking head or finger 144. Stammering 145. Use of time 146. Pointing to major terms written on the board while lecturing 147. Use of space 148. Study of body motion 149. Nonverbal behaviours that accompany and support spoken words 150. Pushing, patting, and pinching 151. Arriving early for an appointment 152. Stepping closer to indicate intimacy 153. Provide one example that Jessie Rose MacDonald discovered when she interviewed people in the LGBTQI community regarding their courtship behaviours.

154. Imagine you are about to make a speech in which you hope to impress your audience and influence their opinions. Using the types of nonverbal communication in the text, describe the behaviours you will try to use while giving your speech.

155. Discuss Hall’s four distance zones that we use in our everyday lives. How does choosing the right distance for the situation impact your communication? Provide specific examples.

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Chap 06_4ce_Look 156. Describe three examples of nonverbal bullying and provide a description of how it may be experienced in a workplace.

157. List five important nonverbal communication strategies you can use to secure employment.

158. Discuss how physical settings, such as architecture and interior design, affect our communication. Provide examples of how physical settings have impacted your communication.

159. Describe how voice, touch, clothing, and physical attractiveness are also related to nonverbal communication. Gives personal examples you have observed for each category.

160. Describe two interpersonal situations from your experience in which nonverbal behaviour accented or contradicted the message being expressed verbally. Be sure that your descriptions of both the verbal message and the nonverbal behaviours are specific. Avoid obvious situations (i.e., yelling reinforces words like “I’m angry”).

161. One characteristic of nonverbal communication is that “all behaviour has communicative value.” Describe two incidents from your experience, which illustrate both deliberate and unintentional meaning derived from nonverbal communication in these two incidents. Identify the nonverbal behaviours that occurred. Identify the meanings you did/did not intend to convey and the meanings that were conveyed from your perspective and that of your partner in each incident.

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Chap 06_4ce_Look 162. Using at least two of the types of nonverbal communication described in your text, and referring to your own experience, describe an incident which illustrates how nonverbal behaviour can be ambiguous. How could you or the other person involved reduce the ambiguity of that situation?

163. Discuss how smells influence our communication. Provide personal examples of how smell has impacted your communication.

164. Discuss the importance of nonverbal communication in the workplace. How has nonverbal communication impacted you either positively or negatively in your workplace?

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Chap 06_4ce_Look Answer Key 1. False 2. True 3. True 4. False 5. False 6. False 7. False 8. True 9. False 10. True 11. True 12. True 13. True 14. False 15. True 16. True 17. True 18. True 19. True 20. False 21. True 22. True 23. False 24. True 25. True 26. True

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Chap 06_4ce_Look 27. True 28. True 29. True 30. False 31. True 32. True 33. False 34. True 35. True 36. True 37. False 38. False 39. False 40. False 41. False 42. True 43. True 44. True 45. True 46. True 47. True 48. False 49. True 50. True 51. True 52. True 53. True 54. True Copyright Cengage Learning. Powered by Cognero.

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Chap 06_4ce_Look 55. False 56. False 57. True 58. False 59. True 60. True 61. b 62. c 63. b 64. d 65. b 66. c 67. a 68. a 69. d 70. a 71. c 72. b 73. d 74. d 75. a 76. b 77. a 78. a 79. a 80. c 81. b 82. c Copyright Cengage Learning. Powered by Cognero.

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Chap 06_4ce_Look 83. c 84. a 85. b 86. b 87. b 88. a 89. b 90. d 91. a 92. d 93. b 94. a 95. c 96. c 97. b 98. d 99. d 100. c 101. c 102. d 103. d 104. c 105. a 106. d 107. c 108. d 109. a 110. d Copyright Cengage Learning. Powered by Cognero.

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Chap 06_4ce_Look 111. a 112. d 113. c 114. c 115. c 116. b 117. a 118. b 119. b 120. a 121. a 122. d 123. c 124. c 125. d 126. a 127. b 128. a 129. c 130. b 131. d 132. a 133. d 134. c 135. d 136. b 137. b

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Chap 06_4ce_Look 138. b 139. a 140. c 141. b 142. b 143. c 144. b 145. a 146. d 147. f 148. e 149. d 150. g 151. a 152. f 153. Answers will vary. 154. Answers will vary. 155. Answers will vary 156. Answers will vary. 157. Answers will vary. 158. Answers will vary 159. Answer will vary 160. Answers will vary. 161. Answers will vary 162. Answers will vary. 163. Answers will vary 164. Answers will vary

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Chap 07_4ce_Look Indicate whether the statement is true or false. 1. Defensive listeners avoid acknowledging topics of conversation which they don’t want to face. a. True b. False 2. Listening fidelity means the listener is totally honest about their opinions with the speaker. a. True b. False 3. According to the text, the most helpful way of responding to a problem is to offer good, specific advice. a. True b. False 4. Listening is an innate ability. Most people become good listeners as they mature. a. True b. False 5. While paraphrasing responses can be helpful, they are useful only when they accurately reflect the other person’s message. a. True b. False 6. Donald is listening to Gwen to discuss a problem she is having at work. When Gwen is done, Donald summarizes what she said and provides a thoughtful response. This is an example of active listening. a. True b. False 7. If you give an accurate analysis of a friend’s problem, that analysis should almost always help the problemholder. a. True b. False 8. Passive listening is reacting to others’ messages automatically, without much mental investment. a. True b. False 9. Studies show that good listeners keep eye contact and react with appropriate facial expressions. a. True b. False 10. Ramesh is telling Bill a story about his childhood. Bill keeps glancing at his watch and phone. This is an example of stage-hogging. a. True b. False

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Chap 07_4ce_Look 11. According to Larry Samovar and his team in cultures such as Japan, more value is placed on listening than talking. a. True b. False 12. A good listener will always state her own opinion, so the other person knows where she stands on the issue. a. True b. False 13. Paraphrasing is an effective listening style for gaining information and for helping others. a. True b. False 14. Jennifer tunes out Randy when he talks about cars. This is an example of selective listening. a. True b. False 15. You should do more paraphrasing than any other type of listening. a. True b. False 16. Because our premature judgments are negative, we are unlikely to jump to overly favourable conclusions as we listen. a. True b. False 17. The main purpose of open questions is to get specific facts. a. True b. False 18. Closed questions are good for drawing people out. a. True b. False 19. “Don’t worry about it.” This is an example of denying others their rights to their feelings. a. True b. False 20. Questioning is one type of listening to help others. a. True b. False 21. There is no single “best” listening style to use when listening to help. a. True b. False

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Chap 07_4ce_Look 22. “You didn’t like that movie, did you?” This is an example of a tag question. a. True b. False 23. “Are you finally off the phone?” This is an example of a question that makes a statement. a. True b. False 24. Of the many different elements in the listening process, hearing is the physiological dimension. a. True b. False 25. You should rotate your styles of listening after one or two responses so that you don’t become bored by any one style. a. True b. False 26. Because prompting involves using silences, it is not classified as a listening response. a. True b. False 27. An inaccurate interpretation of your friend’s problem can leave her more confused than she was before talking to you about her problem. a. True b. False 28. According to Larry Samovar and his team in Asian cultures, the general feeling is that words can get in the way of understanding a. True b. False 29. Pseudolisteners may have strong nonverbal listening behaviours. a. True b. False 30. The main intent behind counterfeit questions is to mislead others. a. True b. False 31. The intent of sincere questions is to send a message, and counterfeit questions are designed to aid in understanding others. a. True b. False

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Chap 07_4ce_Look 32. A questioning response always helps you understand the speaker’s ideas more clearly. a. True b. False 33. Men and women are similar in the way they respond as listeners. a. True b. False 34. Some paraphrasing focuses more on content and less on the speaker’s emotions. a. True b. False 35. Jason tells Chloe about what happened to him at school. Based on Chloe’s reaction, it is clear to Jason that Chloe didn’t understand what he was trying to communicate. This is an example of listening fidelity. a. True b. False 36. It is impossible to become overloaded with messages. a. True b. False 37. Listening distractions are both internal and external. a. True b. False 38. Faye makes eye contact and smiles at her customers. This is an example of responding. a. True b. False 39. Speaking is an active process; listening is a passive activity. a. True b. False 40. Giving advice is a helpful listening response as long as it is accurate. a. True b. False 41. Interactive questions are ineffective in the workplace. a. True b. False 42. An agreement is a form of support. a. True b. False

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Chap 07_4ce_Look 43. Women generally give more advice than supportive responses. a. True b. False 44. Ambushers listen carefully to you, but only because they’re collecting information to pounce on you. a. True b. False 45. Questioning and paraphrasing are both ways of giving feedback to the sender of a message. a. True b. False 46. A judging listening response should always be avoided. a. True b. False 47. When someone asks you a tag question it is an indication that the speaker is looking for your agreement. a. True b. False 48. During careful listening, your heart rate will quicken and your body temperature will rise. a. True b. False 49. We remember only 50 percent of what we hear immediately after hearing it. a. True b. False 50. If senders express themselves clearly, there is little need for feedback from the receiver. a. True b. False 51. Bethany keeps interrupting Steve to tell him about her day. Bethany is more concerned about having the attention on her than listening to Steve. This is an example of stage-hogging. a. True b. False 52. The phone stack is when you get multiple calls back to back. a. True b. False 53. When you communicate with the goal of understanding, you need to speak more than listen to provide adequate feedback. a. True b. False

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Chap 07_4ce_Look 54. Passive listening is always negative. a. True b. False 55. If your long-winded friend isn’t “getting to the point,” it’s best to interrupt and ask what the main or key idea is. a. True b. False 56. Paraphrasing is a valuable communication tool because it enables the people who practise it to share more about themselves with others. a. True b. False 57. An example of insensitive listening is when you don’t pay attention to what the other person is saying. a. True b. False 58. Music increases happiness, productivity, and concentration in jobs requiring the synthesizing of information. a. True b. False 59. Listening behaviours such as insulated listening, pseudolistening, and selective listening are often reasonable responses to a deluge of relatively worthless information. a. True b. False 60. Analyzing can be one helpful way to help a speaker consider alternative meanings. a. True b. False 61. To be accurate in paraphrasing, you need to repeat what the speaker has stated word-for-word. a. True b. False 62. Jason wants to get to know Stephanie better, so he pays close attention to everything she says. This is an example of attending. a. True b. False 63. Jamie and Billy are discussing household chores, which Jamie hates. Jamie nods when Billy is talking; however, after the conversation, he promptly forgets what Jamie said. This is an example of insulated listening. a. True b. False

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Chap 07_4ce_Look 64. Prompting works best when it is sincere. a. True b. False 65. Listening and hearing essentially mean the same thing. a. True b. False 66. Prompting is a more passive approach to problem-solving than analyzing or judging. a. True b. False 67. Listening is the most important skill for success in management. a. True b. False Indicate the answer choice that best completes the statement or answers the question. 68. Jessica repeatedly interrupted Ian to tell him about her opinion on the upcoming election. What explains Jessica’s listening problems? a. faulty assumptions b. lack of apparent advantages c. preoccupation d. rapid thought 69. How is paraphrasing different from analyzing? a. Paraphrasing is less objective than analyzing. b. Paraphrases are longer than analyzing responses. c. Paraphrasing reflects what the listener hears rather than his/her interpretation. d. Paraphrasing includes analyzing, but analyzing does not include paraphrasing. 70. What is the most important skill for success in management? a. administrative talent b. creativity c. listening d. technical competence 71. Hannah has been bullied by a classmate. Riley says to Hannah, “It’s only words, don’t listen to her.” What type of unsupportive response is this? a. minimizing the significance of the situation b. focus on “then and there” rather than “here and now” c. deny others the right to their feelings d. cast judgment 72. “You don’t like my cooking, do you?” Jessica says to Frank. What type of question is this? a. a question that traps the speaker b. a question that carries a hidden agenda c. a question based on unchecked assumptions d. a question that seeks a correct answer Copyright Cengage Learning. Powered by Cognero.

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Chap 07_4ce_Look 73. What is the definition for active listening? a. being careful and thoughtful in our attention and responses to the messages we encounter b. listening while actively engaged in other activities c. reacting to others’ messages automatically, without much mental investment d. making sense of others’ spoken messages 74. What communication activity is taught the least but used the most? a. listening b. reading c. speaking d. writing 75. What type of listening response is constructive criticism? a. advising b. analyzing c. judging d. supporting 76. Which term describes the listening style in which the receiver is more concerned with making a point than with understanding the speaker? a. insulated listening b. stage-hogging c. selective listening d. ambushing 77. A person is capable of hearing speech at rates up to 600 words per minute. What rate does the average person speak? a. 50 to 70 words per minute b. 100 to 150 words per minute c. 200 to 275 words per minute d. 400 to 500 words per minute 78. Compared to men, what type of listening response are women more likely to give? a. advising b. analyzing c. paraphrasing d. supporting 79. Which term refers to questions aimed at sending rather than receiving a message? a. open questions b. sincere questions c. closed questions d. counterfeit questions 80. Which term refers to questions aimed at soliciting information that enables the asker to understand the other person? a. open questions b. sincere questions c. closed questions d. counterfeit questions 81. Which term refers to the process of filtering out some messages and focusing on others? a. attending b. responding c. understanding d. listening fidelity

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Chap 07_4ce_Look 82. Sean is upset with the mark he received on his paper. Gwen says to him, “You’re right, that mark isn’t fair.” What type of supportive response is this? a. empathizing b. agreement c. reassurance d. praise 83. According to Dr. John Howard of the University of Western Ontario, what is the top complaint patients have about doctors? a. misdiagnosis b. poor listening c. unwanted treatments d. talking down to the patients 84. Which statement is the best guideline to follow when giving advice? a. Only provide advice that has worked for you. b. First, use some paraphrasing and questioning before you give the advice. c. If you strongly believe the advice, you should give it. d. Make sure you are sincere and genuinely caring when you offer the advice. 85. You meet a friend at the supermarket, and he asks how you are doing. You say, “I’m simply at my wits’ end— too busy.” Which statement would be an example of an insensitive listening response? a. “Sounds like you are busy.” b. “I’m really busy lately as well.” c. “So, you’re feeling stressed because you’ve got too much to do?” d. “Yes, it’s good to have our wits challenged; it makes us stronger.” 86. Which of the following are helpful listening responses? a. questioning, empathizing and constructive feedback b. advising, judging, analyzing, questioning, and supporting c. supporting, advising, sharing, withholding, and evaluating d. paraphrasing, empathizing, evaluating, questioning, and advising 87. “It’s your fault your purse was stolen. You weren’t watching it.” What type of unsupportive response is this? a. minimizing the significance of the situation b. focusing on yourself c. denying others the right to their feelings d. casting judgment 88. Which type of ineffective listening habit involves the listener responding only to the parts of the speaker’s remarks that interest them and rejecting everything else? a. sensitive listening b. insulated listening c. selective listening d. pseudolistening 89. Sarafina and Niki try a new exercise class that Niki finds very challenging. Sarafina says to Niki, “Yeah, that class was a killer for me too!” What type of supportive response is this? a. empathizing b. agreement c. reassurance d. praise Copyright Cengage Learning. Powered by Cognero.

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Chap 07_4ce_Look 90. Which term refers to giving only the appearance of being attentive? a. defensive listening b. insensitive listening c. pseudolistening d. selective listening 91. Which term refers to the act of reacting to others’ messages automatically, without much mental investment? a. listening b. hearing c. active listening d. passive listening 92. According to the text, what is the best way to improve your listening? a. Try to focus on what the speaker is saying. b. Try to identify the main idea in a speaker’s message. c. Speak more so that the speaker knows you’re interested. d. As soon as you have a sense that you understand what the speaker means, voice it and show your understanding. 93. As you walk out of class, your friend says, “You don’t like Dr. Corvin as a nursing instructor, do you?” Which statement best describes your friend’s question? a. It is an open question. b. It is a sincere question. c. It is a counterfeit question. d. It conveys openness to your friend’s opinion of Dr. Corvin. 94. Which of the following are helpful listening responses? a. analyzing and supporting b. facilitative and debilitative c. informational and helpful d. paraphrasing and parroting 95. Gen is listening to Heidi, who is talking about her painful breakup that occurred yesterday. Gen says, “I think you’re better off without him, Heidi. He was way too old for you.” Why is Gen’s statement NOT as supportive as it could be? a. She casts judgment. b. She doesn’t focus on the present situation. c. She focuses on herself rather than on Heidi. d. She minimizes the significance of the situation. 96. What should you avoid when speaking to a person who has just lost a loved one? a. talking about the deceased b. talking about a loss you had c. talking about things in your life d. talking them into a better mood 97. Which person is best-known as an advocate of paraphrasing as a helping tool? a. Sigmund Freud b. Carl Rogers c. Albert Ellis d. Eric Bern

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Chap 07_4ce_Look 98. Mary is a 911 operator who has just listened to a caller. Mary states, “You’re telling me that someone is behind your house attempting to break into your garage?” What form of response is Mary using? a. advising b. judging c. paraphrasing d. supporting 99. How much of a message do we remember immediately after hearing it? a. 10 percent b. 25 percent c. 50 percent d. 75 percent 100. Which term refers to the failure to recognize the thoughts or feelings that are not directly expressed by a speaker? a. insensitive listening b. defensive listening c. insulated listening d. selective listening 101. What type of listener is likely to both interrupt and shift the topic of conversation? a. ambushers b. insensitive listeners c. pseudolisteners d. stage hogs 102. Which term refers to the use of silences and brief statements of encouragement to draw out a speaker? a. active listening b. prompting c. paraphrasing d. sincere listening 103. Roberta feels as though Casey understood what she was trying to convey. What has Casey demonstrated? a. responding b. attending c. listening fidelity d. paraphrasing 104. Before you meet with your professor, you think that she will talk “over your head.” You leave your meeting, not remembering what your professor told you. What is this an example of? a. faulty assumptions b. lack of effort c. lack of training d. rapid thought 105. What type of listening response tries to reflect the underlying message in a friend’s statement? a. analyzing b. paraphrasing c. prompting d. supporting 106. “Why are you always late?” What kind of question is this? a. a question that traps the speaker b. a question that carries a hidden agenda c. a question based on unchecked assumptions d. a question that seeks a correct answer 107. “I think that the reason you’re so confused is that you’re not living life the way you want. You are always doing what your family wants.” What type of listening response is this an example of? a. advising b. analyzing c. paraphrasing d. supporting

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Chap 07_4ce_Look 108. Which term refers to a style in which the receiver ignores undesirable information? a. insensitive listening b. defensive listening c. insulated listening d. selective listening 109. What is the advantage of paraphrasing? a. You can clarify your partner’s concerns. b. You can use assertive communication. c. You can share your own experiences and ideas. d. You can suggest the solution that’s best for your partner. 110. Which term refers to a style in which the receiver listens carefully to gather information to use in an attack on the speaker? a. ambushing b. stage-hogging c. defensive listening d. insensitive listening 111. “Sure, it’s unfair. But you can’t let that stop you. Life is unfair, and the sooner you realize that the happier you’ll be.” What type of listening response is this an example of? a. advising b. judging c. paraphrasing d. supporting 112. “Does this dress make me look fat?” Sally asks her boyfriend, Manuel. What kind of question is this? a. a question that traps the speaker b. a question that carries a hidden agenda c. a question based on unchecked assumptions d. a question that seeks a correct answer 113. What is an effective listening response? a. ambushing b. judging c. paraphrasing d. repeating 114. “I can help you with that,” Dallas says to Kate. What type of supportive response is this? a. empathizing b. agreement c. reassurance d. offers to help 115. “Can I ask you a favour?” What type of question is this? a. a question that traps the speaker b. a question that carries a hidden agenda c. a question based on unchecked assumptions d. a question that seeks a correct answer

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Chap 07_4ce_Look 116. Nima works at a long-term care facility, and she is spending a lot of time listening to the clients. She is finding that she is very tired at the end of the day. Why is she tired at the end of the day? a. Working full-time is very difficult. b. She has experienced message overload. c. She has put a lot of effort into listening. d. The clients she is working with are very challenging. 117. Ted ignores his boss’s comments about how to improve some of his counselling skills because he doesn’t want to hear them. What type of listening is Ted engaging in? a. defensive listening b. insensitive listening c. insulated listening d. pseudolistening 118. What is the benefit of interactive questioning in the workplace? a. It makes everyone feel included. b. It explains and follows up on what people have discussed. c. It keeps people engaged. d. It creates equality in the workplace. 119. What bodily change occurs during careful listening? a. heart rate increases b. respiration decreases c. body temperature decreases d. blood pressure decreases 120. Debbie says to Max, “Are you going to take that from her?” She is referring to a statement made by a fellow policing student. What type of question is Debbie asking? a. a question that makes a statement b. a tag question c. a question that carries a hidden agenda d. a question that traps the speaker 121. “It will get better from here!” Phong says to Geraldine. What type of supportive response is this? a. empathizing b. agreement c. reassurance d. offers to help 122. “I just can’t decide whether to move out on my own or not. Do you think I’ll be able to handle it financially?” Which of the following is a prompting response to this statement? a. “What do you think?” b. “You know best—it’s your money.” c. “I guess you’re worried that you can’t make it on your own.” d. “If your parents could just help you out a little, then you could make it.” 123. “That’s a great thought!” What type of listening response is this an example of? a. advising b. supporting c. judging d. analyzing

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Chap 07_4ce_Look 124. What is a good strategy for paraphrasing what you are hearing? a. Change the speaker’s wording. b. Change the speaker’s ideas. c. Give an example of what the speaker is talking about. d. Repeat what you’ve heard using the speaker’s exact words. 125. Your sister appears to be listening to you, but you can tell from her responses that her mind is elsewhere. What listening style is she using? a. defensive listening b. insulated listening c. pseudolistening d. stage-hogging 126. According to a study of college students about their communication activities, what was the greatest proportion of their communication time spent doing? a. writing b. speaking c. face-to-face listening d. listening to mass communication media 127. “I can’t stand that class! The lectures are a waste of time, and the tests are full of nit-picking questions. I’m not learning anything.” What would be the best paraphrase for this statement? a. “Sounds like the class is a waste of time.” b. “Sounds like you’re fed up with the class.” c. “Sounds like you’re thinking about dropping the class because it’s not worth the trouble.” d. “Sounds like you resent spending so much time on information you don’t consider useful.” 128. “Don’t you think I did a great job on that assignment?” Billy says to his professor. What type of question is this? a. a question that makes a statement b. a tag question c. a question that traps the speaker d. a question that traps the speaker 129. You meet a friend at the mall and ask how he is doing. He replies, “I’m OK—just stressed with all these finals.” Which of the following is the best paraphrasing response you can make? a. “So you’re stressed, huh?” b. “You’ll be fine; you always get good grades.” c. “You feel overwhelmed with all the exams you have to write in the next few weeks.” d. “So you’re managing most things just fine, but will be relieved when finals are over?” 130. In general, what must a paraphrase contain for it to be helpful to the speaker? a. the speaker’s ideas b. the speaker’s feelings and ideas c. the speaker’s feelings, ideas, and your analysis d. the speaker’s feelings, ideas, and some sound advice 131. “From what you’ve said, it sounds like you’re mad at your boyfriend for expecting you to drop your plans whenever he wants you to spend time with you. Is that right?” What listening response is this an example of? a. analyzing b. judging c. paraphrasing d. supporting Copyright Cengage Learning. Powered by Cognero.

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Chap 07_4ce_Look 132. A “speaker” is talking to a “listener” who is responding with supportive statements and paraphrases. How is supporting different from paraphrasing? a. Supporting responses show interest while paraphrasing clarifies ideas. b. Supporting responses convey agreement while paraphrasing is neutral. c. Supporting responses tell how a listener feels while paraphrasing reflects how the speaker feels. d. Supporting responses reflect how the speaker feels while paraphrasing tells how the listener feels. 133. What is the value of closed questions? a. drawing people out b. getting specific information c. allowing people to respond in a wide range of ways d. allowing people to express how they feel or think about something 134. “I’m bummed out about my financial situation.” What would be the best paraphrase for this statement? a. “So, you’re bummed out, eh?” b. “Your financial situation is bad?” c. “You need to get a job; I agree with you.” d. “You’re discouraged because you haven’t found a job yet.” 135. “Don’t worry about it.” What type of unsupportive response is this? a. minimizing the significance of the situation b. focusing on yourself c. denying others the right to their feelings d. casting judgment 136. Imagine you’ve been listening to a friend talk about whether or not to quit her job. Which of the following would be the best paraphrasing response? a. “Which alternative sounds best to you?” b. “When you’re this confused, it’s best to go with your heart.” c. “You’re confused because there are as many reasons to stay as there are to leave?” d. “You do sound mixed up. Maybe you ought to hold off deciding for a while?” 137. Which of the following is the best example of an open question? a. What is your favourite food? b. What are you having for dinner tonight? c. What do you enjoy about cooking? d. Do you watch cooking shows on TV? 138. Which of the following is a type of supportive listening response? a. advising b. agreement c. open questioning d. closed questioning 139. “I know just how you feel.” What type of unsupportive response is this? a. minimizing the significance of the situation b. focusing on yourself c. denying others the right to their feelings d. casting judgment

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Chap 07_4ce_Look 140. “You’ve got to get those patient charts in on time, or it looks bad for both of us.” What would be the best paraphrase for this statement? a. “Sounds like you’re upset with me.” b. “You’re upset because when I didn’t get the Murphy chart done by last Friday, you got in trouble, too?” c. “Yeah, we’re under a lot of pressure. Those guys in upper management are too uptight about deadlines.” d. “Getting the charts in on time is important. Could you help me out by reminding me when the deadlines are?” 141. To determine if you’ve understood what’s been said before you ask more questions, you restate the message you thought you heard in your own words without adding anything new. What is this process called? a. active listening b. linear communication c. metacommunication d. selective listening 142. In general, what types of listening responses are best to begin a conversation? a. questioning and advising b. questioning and paraphrasing c. supporting and advising d. supporting and analyzing 143. You can think faster than a speaker can talk to you. What is the best way to use the extra processing time while listening to someone? a. Look for the speaker’s main idea. b. Think about what you will say next. c. Think about situations you have experienced that are similar to what the speaker is talking about. d. Think about brief items that won’t take your focus off the speaker for more than a few seconds. 144. According to your text, what is the most common form of noise intrusion today? a. online gaming b. social media c. metacommunication d. cell phone conversations 145. “You did an excellent job on that paper,” Veronica’s professor says to her. What type of supportive response is this? a. empathizing b. agreement c. reassurance d. praise 146. What is important to remember when giving advice? a. It is helpful when it is correct or accurate. b. Good advice for some isn’t helpful for others. c. It should only be used when paraphrasing fails. d. It is generally less useful than either analyzing or judging response styles. 147. According to Zeno of Citium, why do we have two ears and one mouth? a. so we can be effective communicators b. so we can listen more than we speak c. so we can spend at least twice the amount of time listening as speaking d. so we can engage in more communication activities than just one alone Copyright Cengage Learning. Powered by Cognero.

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Chap 07_4ce_Look 148. Which element of the listening process contributes most strongly to making listening transactional? a. attending b. remembering c. responding d. understanding 149. “My boss keeps kidding me about how we should have an affair. I don’t know what to do. Sometimes I think he’s just joking, and sometimes I think it’s a real proposition.” What would be the best paraphrase for this statement? a. “You sound upset by this.” b. “So, you can’t figure out his motives?” c. “That’s a common problem these days. I can see why you’re upset, and I don’t blame you.” d. “You sound worried and confused because you’re not sure if he’s coming on to you or not.”

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Chap 07_4ce_Look Match each statement with the helping listening style it characterizes. a. paraphrasing b. judging c. supporting d. advising e. analyzing 150. “So, you’re upset because Chris didn’t pay you back?” 151. “So, you are expecting them to call, but you’re not sure what you’ll say when they do?” 152. “Sounds like you’re upset at me for worrying you. Is that right?” 153. “Are you saying that you’re reluctant to take a science class for fear of failing?” 154. “Don’t let that mistake depress you. You’re doing a great job.” 155. “Sure, it’s discouraging now, but it will be over momentarily.” 156. “You’ve always done good work in the past. Don’t worry; you can do it this time, too.” 157. “Don’t give up. You’ll get it this next time.” 158. “Hey, your father didn’t get angry the last time this happened; he won’t this time.” 159. “You’re really afraid of failing, aren’t you?” 160. “You’re only doing that to get back at him for his deceitful behaviour.” 161. “Your problem isn’t being too uncaring; you’re afraid of being too nice!” 162. “The reason you’re insecure is that money means a lot to you.” 163. “Your sister has a stronghold on you, and that’s why you’re afraid to face your parents.” 164. “I think you’re still unsure of yourself because of all the moving you did as a child.” 165. “You ought to give it a try. You’ve got nothing to lose.” 166. “You’ll never know if your professor will give you an assignment extension unless you ask.” 167. “Have you ever thought about just giving her what she wants?” 168. “Don’t try so hard, and you’ll probably do better.” 169. “Have you tried just talking to them about it?” 170. “That’s an awful idea!” 171. “I can’t believe it! He’s a fool for saying that.” 172. “Of course, you get pushed around. That’s what happens when you don’t tell people what you want.” 173. “If you can’t be honest, you’re not a real friend.” 174. “You’d be a lot happier if you stopped blaming everyone else for your problems.” 175. “I think it’s a good idea, and you’re a good person.”

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Chap 07_4ce_Look 176. Recount an interpersonal situation in which you failed to listen effectively. Referring to the “Types of Ineffective Listening” and to the “Why We Don’t Listen Better” sections in the text, describe the factors which caused you to listen poorly. What could you have done to change those factors?

177. Describe the types of listening responses you use most often when helping others, including specific examples. How successful are these responses? What makes them successful or unsuccessful? How would you change the mix of your response types to increase your effectiveness as a helpful listener?

178. Describe the basic guidelines for mastering the Art of the Condolence.

179. Describe the different types of support and provide an example for each.

180. Select an interpersonal situation where you had to respond to another person. Use this example to discuss how you could have responded using advising, analyzing, and judging responses.

181. Describe the elements in the listening process. Give an example for each element.

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Chap 07_4ce_Look 182. Describe the various ways people often provide “cold comfort.” Why are these responses not supportive? Provide a supportive response in place of the cold comfort response.

183. Describe an unsuccessful communication transaction in which you used a poor listening style to receive information. Discuss the advantages and disadvantages of using paraphrasing to improve the reception of the information in that situation.

184. In your own words, explain what paraphrasing is and how it is used to help others solve their problems. Use real or hypothetical examples and specific language to explain and illustrate your answer.

185. Bruce C. Anderson has some useful advice for communicating with individuals with a hearing disability. Which of the following did he recommend?

186. Today, much of our workplace listening can take place via mediated or virtual meetings. Provide examples of how to keep listening on track.

187. We have all been selective, insulated, defensive, insensitive, stage hogging, and ambushing listeners. Select three of these listening types and give an example of each type from your personal experience. Describe the negative reactions or outcomes you have received as a result of your listening behaviour.

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Chap 07_4ce_Look Answer Key 1. False 2. False 3. False 4. False 5. False 6. True 7. False 8. True 9. True 10. False 11. True 12. False 13. True 14. True 15. False 16. False 17. False 18. False 19. True 20. True 21. True 22. True 23. True 24. True 25. False 26. False

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Chap 07_4ce_Look 27. True 28. True 29. True 30. False 31. False 32. False 33. False 34. True 35. True 36. False 37. True 38. True 39. False 40. False 41. False 42. True 43. False 44. True 45. True 46. False 47. True 48. True 49. True 50. False 51. True 52. False 53. False 54. False Copyright Cengage Learning. Powered by Cognero.

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Chap 07_4ce_Look 55. False 56. False 57. False 58. False 59. True 60. True 61. False 62. True 63. True 64. True 65. False 66. True 67. True 68. b 69. c 70. c 71. a 72. a 73. a 74. a 75. c 76. b 77. b 78. d 79. d 80. b 81. a 82. b Copyright Cengage Learning. Powered by Cognero.

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Chap 07_4ce_Look 83. b 84. b 85. d 86. b 87. d 88. c 89. a 90. c 91. d 92. b 93. c 94. a 95. a 96. d 97. b 98. c 99. c 100. a 101. d 102. b 103. c 104. a 105. b 106. c 107. b 108. c 109. a 110. a Copyright Cengage Learning. Powered by Cognero.

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Chap 07_4ce_Look 111. a 112. a 113. c 114. d 115. b 116. c 117. c 118. b 119. a 120. a 121. c 122. a 123. c 124. c 125. c 126. d 127. d 128. b 129. d 130. b 131. c 132. c 133. b 134. d 135. c 136. c 137. c

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Chap 07_4ce_Look 138. b 139. b 140. b 141. a 142. b 143. a 144. b 145. d 146. b 147. b 148. c 149. d 150. a 151. a 152. a 153. a 154. c 155. c 156. c 157. c 158. c 159. e 160. e 161. e 162. e 163. e 164. e 165. d Copyright Cengage Learning. Powered by Cognero.

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Chap 07_4ce_Look 166. d 167. d 168. d 169. d 170. b 171. b 172. b 173. b 174. b 175. b 176. Answers will vary. 177. Answers will vary. 178. Always begin directly and simply. “I am so sorry about your mother’s death.” It’s better to ask, “How are you?” or “How are you feeling?” instead of telling someone how she should feel. Never give advice about how someone should get through the loss. Some mourners go to parties; others stay home with the shades drawn. Be open to the mourner’s individual needs. Be open to the possibility that these needs will change day by day. If you want to offer something upbeat, share a funny anecdote or memory about the deceased that might bring a smile to the mourner’s face. 179. Answers will vary 180. Answers will vary 181. Answers will vary. 182. Answers will vary 183. Answers will vary. 184. Answers will vary. 185. Have patience when asked to repeat something once, twice, or even three times. Help is very hard to ask for, and it is very difficult to draw attention to yourself by asking others what was said. If this still has not solved the problem, try another avenue, such as using different words or moving to a more quiet location to talk. Even writing something down may be necessary. Hard of hearing and deaf people listen with our eyes, so make sure you’re standing or sitting so that the other person can see your face and your gestures. If you make efforts like these, you will help people with hearing disabilities. And you might also get a new appreciation and respect for their world.

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Chap 07_4ce_Look 186. (1) Eliminate poor listening habits such as pseudolistening, insulated listening, insensitive listening, and so forth. (2) Take the basic steps to effective listening by talking less and getting rid of distractions. (3) Send encouraging nonverbal cues by leaning forward, making eye contact, nodding, and responding with appropriate facial expressions. (4) Be patient when listening to non-native language speakers by not judging accents, finishing sentences, correcting grammar and pronunciation, and pretending to understand when you don’t. (5) Paraphrase whenever the opportunity presents itself. (6) Monitor your input and the length of your comments. Keep them brief and don’t repeat what others have said. (7) Encourage quiet individuals to provide their input by drawing out their thoughts. (8) Keep in mind that listening is hard work and takes substantial effort. 187. Answers will vary.

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Chap 08_4ce_Look Indicate whether the statement is true or false. 1. People with low self-esteem find “perfect” people more attractive than people who are competent but flawed. a. True b. False 2. Research shows that deception threatens relationships. a. True b. False 3. A study of truthfulness shows that over half of an individual’s daily statements are totally honest. a. True b. False 4. The initiating stage of interpersonal relationships is brief. a. True b. False 5. When it comes to technology, studies have found that satisfied couples negotiate and adhere to rules about cell phone usage as a way to balance connection and independence. a. True b. False 6. Communication during the initiating stage of interpersonal relationships is characterized by lengthy conversations about the interests of the parties involved. a. True b. False 7. In the workplace, socialization refers to how new employees interact with other employees in non-work activities. a. True b. False 8. In some cases, silence is considered a type of lie. a. True b. False 9. Frequent contact increases the likelihood of friendship developing. a. True b. False 10. There are many reasons to lie, with one reason being to avoid conflict. An example of this is, “It’s not a big deal. We can do it your way. Really.” a. True b. False

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Chap 08_4ce_Look 11. Some lies are designed to make the relationship grow. a. True b. False 12. The fact that we are attracted to competent people means that we need to appear flawless to others. a. True b. False 13. People are judged as attractive in proportion to the amount to which they disclose themselves to others, no matter what the situation. a. True b. False 14. Since they are honest and true, comments to another like “I’ve always thought you were a bit flaky” have constructive effects in self-disclosure. a. True b. False 15. Most lies are told for the benefit of the recipient. a. True b. False 16. Bonding–differentiation is a type of dialectic tension. a. True b. False 17. One Canadian study found that 15 percent of Grade 11 students said they had sexted, and 36 reported that they had received a sext. a. True b. False 18. In most instances, the relational stage of bonding involves a significant public action that makes the relationship publicly recognized. a. True b. False 19. Initiating is the opening stage in all relationships, not just romantic ones. a. True b. False 20. There are no risks associated with self-disclosure. a. True b. False

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Chap 08_4ce_Look 21. Your relationship is likely at risk if you discover your partner has told you serious lies regarding the relationship. a. True b. False 22. Forgiveness can reduce emotional distress and aggression and also improve cardiovascular functioning. a. True b. False 23. Self-disclosure tends to draw people closer as long as the messages are perceived to be appropriate. a. True b. False 24. Withdrawing from your partner is an example of an incremental relational transgression. a. True b. False 25. Social exchange theory is a socioeconomic theory of relational development that suggests people seek relationships in which the rewards they receive from others are equal to or greater than the costs they encounter. a. True b. False 26. Physical intimacy is the best type of relational intimacy. a. True b. False 27. Couples who balance their dialectical tensions enjoy both their time apart from each other and their time together. a. True b. False 28. Differences strengthen a relationship when they are complementary. a. True b. False 29. Some individuals choose to be in a bad relationship as opposed to no relationship at all. a. True b. False 30. “I know you’re busy; I better let you go.” This example describes a hint. a. True b. False 31. Relational partners are happiest when they are similar in the amount and content of their self-disclosure. a. True b. False Copyright Cengage Learning. Powered by Cognero.

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Chap 08_4ce_Look 32. The circumscribing stage of interpersonal relationships involves extensive avoidance of the other. a. True b. False 33. Small talk typically occurs during the initiating stage of an interpersonal relationship. a. True b. False 34. Hints, benevolent lies, and equivocations are sometimes ethical alternatives to telling the truth. a. True b. False 35. The best way to right a wrong is to take responsibility for your transgression. a. True b. False 36. It is quite possible to have a wide range of satisfying relationships without having much intimacy at all. a. True b. False 37. One study found that appearance is especially important in the early stages of a relationship. a. True b. False 38. Many people equivocate rather than tell the truth because it saves face for both the sender and receiver. a. True b. False 39. Reciprocal liking builds attractiveness. a. True b. False 40. Not all self-disclosure draws people closer. a. True b. False 41. Just because we have revealed many different kinds of facts to another person doesn’t mean that we have an intimate relationship. a. True b. False 42. Telling your best friend’s secrets to your partner is an example of an unintentional relational transgression. a. True b. False

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Chap 08_4ce_Look 43. Good listening skills are necessary aspects of your self-disclosure skills because you have to listen well to others to match the content and amount of your self-disclosure to theirs. a. True b. False 44. To maintain a healthy relationship during the stagnating stage, partners need to balance the need for togetherness with the need for independence. a. True b. False 45. Intimacy can come from intellectual sharing alone. a. True b. False 46. People sometimes self-disclose to create a good impression. a. True b. False 47. A damaged relationship is impossible to repair even with a well-considered apology a. True b. False 48. “I acted like a selfish jerk.” This is an example of an explicit acknowledgement that the transgression was wrong. a. True b. False 49. Men use social media for relational maintenance more than women. a. True b. False 50. Self-disclosure must be frequent to be effective. a. True b. False 51. If a communicator is truly competent, he/she will be able to resolve the conflicting needs involved in dialectical tensions competently. a. True b. False 52. Constant self-disclosure is a useful goal for those of us trying to improve a relationship. a. True b. False

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Chap 08_4ce_Look 53. Social exchange theory suggests people seek relationships in which the rewards they receive from others are equal to or greater than the costs they encounter. a. True b. False 54. Differentiation in relationships is always negative since it is part of the “coming apart” process. a. True b. False 55. Rather than see relationships in stages, some take the dialectical tensions view and see relationships in terms of a balance between being a couple and maintaining individuality. a. True b. False 56. The experimenting stage of interpersonal relationships is characterized by the exchange of biographical information and personal but not intimate comments. a. True b. False 57. Social circles merge, and the relational partners take on a new relational identity in the intensifying stage of relationships. a. True b. False 58. Attraction to others is greatest when we perceive we are similar to them in a high percentage of important areas like goals and beliefs. a. True b. False 59. An interpersonal relationship is an association in which the parties meet each other’s social needs to a greater or lesser degree. a. True b. False 60. Privacy management is defined as the choices people make to reveal or conceal information about themselves. a. True b. False 61. Breadth is the first dimension of self-disclosure, involving the range of subjects being discussed. a. True b. False 62. The social penetration model represents both the breadth and the depth of your self-disclosure with another person. a. True b. False Copyright Cengage Learning. Powered by Cognero.

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Chap 08_4ce_Look 63. The “Blind” window of the Johari model represents things about yourself that another may know about you, but you do not. a. True b. False 64. Considering context is a primary means for categorizing interpersonal relationships. a. True b. False 65. Hints are more direct than equivocal statements. a. True b. False 66. Physical appearance is the primary attraction in speed dating. a. True b. False 67. Self-disclosure can have the effect of an attack on the other person. a. True b. False 68. The terminating stage of an interpersonal relationship can be quite short or drawn out over time. a. True b. False 69. Research is now suggesting that the rise of Internet dating services could be behind weaker marriages and a decrease in interracial partnerships. a. True b. False 70. If faced with a choice to tell the painful truth or deliver an equivocal message, most people will tell the truth. a. True b. False 71. Breadth is a dimension of self-disclosure involving a shift from relatively non-revealing messages to more personal ones. a. True b. False 72. Reciprocity and self-clarification are two benefits of self-disclosure. a. True b. False

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Chap 08_4ce_Look 73. Any healthy relationship will go through all the ten stages of relational development, from initiating to terminating. a. True b. False 74. Self-disclosure is the process of revealing significant information about yourself, intentionally and unintentionally. a. True b. False 75. Sharing activities is a dimension of intimacy. a. True b. False 76. The strongest influence on why people disclose seems to be how well they know the other person. a. True b. False 77. The best way to develop a positive interpersonal relationship is to begin that relationship by revealing a great amount of highly personal information about yourself. a. True b. False 78. We are attracted to others we believe are like us, even if they behave offensively. a. True b. False 79. According to the text, real self-disclosure does not involve attempts at control of the other. a. True b. False 80. All self-disclosure leads to liking or attractiveness. a. True b. False 81. In couples with long-term success, the partners tend to be similar in some ways but different in others. a. True b. False 82. Self-disclosure from both people is necessary for the development of a satisfying relationship. a. True b. False 83. We like people who like us, even when their liking of us is insincere. a. True b. False

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Chap 08_4ce_Look 84. Self-disclosure of personal thoughts and feelings may be inappropriate and risky in the work setting. a. True b. False 85. Self-disclosure is more effective if used in the context of a positive relationship. a. True b. False 86. Many long-term relationships aren’t characterized by a constant exchange of intimate details. a. True b. False 87. Dialectical tensions exist in relationships when two incompatible forces or pressures exist at the same time. a. True b. False 88. The “Unknown” window of the Johari model represents things about yourself that another knows, but you do not. a. True b. False 89. A benevolent lie is a lie defined by the teller as not cruel or even helpful to the person to whom it is told. a. True b. False Indicate the answer choice that best completes the statement or answers the question. 90. Alison asks her boyfriend Carlo how she looks in a new dress. Carlo thinks the dress is ugly and doesn’t look good on her, but he doesn’t want to hurt Alison’s feelings. He tells her she looks beautiful in the dress. What type of lie has Carlo told? a. white lie b. lie of omission c. lie of commission d. benevolent lie 91. Sean and Sharon have been living together for a year. Recently Sean has started going to the gym like he did before they moved in. Sharon is taking an art class. What stage of relational development is Sean and Sharon in? a. avoiding b. differentiating c. experimenting d. normalizing 92. What does the Johari Window suggest about self-disclosure in relationships? a. Risk should be considered when self-disclosing. b. Both breadth and depth of self-disclosure are important. c. Self-disclosure occurs through several types of information shared. d. One person may receive disclosure from the other that is unintentional.

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Chap 08_4ce_Look 93. Which of Knapp’s stages of relational development would describe the process people are embarking on when they are searching for common ground? a. intensifying b. integrating c. bonding d. uncertainty reduction 94. John and Mark have been married for two years. They work in very different professions and in different companies. Almost once a week each of them will attend a social outing at the end of the day with their coworkers. Which maintenance strategies is this couple using? a. positivity b. social networks c. openness and trust d. sharing tasks 95. Which of Judith Rolls’s phases had two dimensions, and was easiest for those who initiated the breakup, although the breakees cried, rearranged their furniture, and read self-help books? a. enlightenment b. interim phase c. pivotal moment d. recovery phase 96. When the target of self-disclosure is a friend, what is the most frequent reason people give for volunteering personal information? a. reciprocity b. relationship enhancement c. self-clarification d. self-validation 97. What is a socioeconomic theory of relational development that suggests people seek relationships in which the rewards they receive from others are equal to or greater than the costs they encounter? a. social exchange b. relational development c. relational maintenance d. cost-benefit analysis 98. Maude met a woman at a convention. The two went out for dinner that evening, and Maude shared many personal details about her life. Maude gave the woman her phone number, saying she would like to meet again, but she never heard from the woman after that. What guideline for self-disclosure would be most helpful for Maude to keep in mind for future, similar situations? a. Will the effect be profitable? b. Is the risk of disclosing reasonable? c. Is the self-disclosure reciprocated? d. Will the effect be constructive? 99. According to the textbook, why are people deceitful in relationships? a. to protect the other party b. to avoid conflict c. to empower others d. to get what they want 100. During which Judith Rolls phase did the breakees use language such as “shock,” “terror,” “hurt,” “disbelieve,” and other descriptions to recount their feelings?” a. decline b. enlightenment c. pivotal moment d. recovery Phase 101. What are the four quadrants of the Johari Window? a. broad, narrow, blind, and unknown b. known, unknown, self, and others c. open, closed, neutral, and unknown d. open, hidden, blind, and unknown

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Chap 08_4ce_Look 102. When do opposites attract? a. when they are opposites b. when the differences are minor c. when the differences are complementary d. when the partners are aware of their differences 103. What can be concluded from studying the Johari Window? a. We must all try to open up our “blind” areas. b. Communicating intentionally will make us more “open.” c. Some self-disclosure is necessary for the success of any interpersonal relationship. d. The risk involved in self-disclosure keeps interpersonal relationships from succeeding. 104. “Why don’t you go ahead and visit your friends without me this weekend. I’ll stick around and catch up on my studies.” What relational stage does this statement exemplify? a. avoiding b. differentiating c. integrating d. terminating 105. Many people experience huge relief after they talk with a close friend about problems they are having. What does this type of disclosure achieve? a. catharsis b. reciprocity c. self-clarification d. self-validation 106. Wanda caught her husband Brendon looking at pornography. She was deeply hurt and disgusted with Brendon. Brendon apologized, saying, “I’m so sorry. I know it will be hard for you to trust me now. Please monitor my Internet, so I’m accountable to you.” Which of the following required elements of a full apology is missing from Brendon’s statement? a. a compensation act for Wanda b. an explicit acknowledgement of his transgression c. a detailed account of all the wrong he did and how it hurt Wanda d. nothing is missing in this apology 107. Susan had recognized that there will always be dialectic tension in her relationship. By accepting this, which strategy is Susan using to manage the dialectic tension in her relationship? a. recalibration b. integration c. reaffirmation d. recognition 108. Which of Knapp’s stages of relational development is characterized by restrictions and restraints? a. circumscribing b. integrating c. bonding d. uncertainty reduction

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Chap 08_4ce_Look 109. According to social exchange theory, we often seek out people who can give us something specific. What do they give us? a. something in exchange for what we give them b. social and emotional rewards rather than physical ones c. rewards at least equal to the costs we pay in the relationship d. social, emotional, and physical rewards without demanding anything of us 110. What is a tangible reward in social exchange theory? a. employment b. friendship c. group membership d. social status 111. Which relational transgression occurs when you purposely make a cruel comment because you know it will hurt the person’s feelings? a. social versus relational b. minor versus significant c. one-time versus incremental d. deliberate versus unintentional 112. Rachel decides not to tell her friend that she thinks her new haircut is awful. What type of lie is this? a. white lie b. lie of omission c. lie of commission d. benevolent lie 113. Which of the following occurs in the intensifying stage of interpersonal relationships? a. the parties spend less time together b. the parties’ communication lessens c. the parties begin to increase their amount of self-disclosure d. the parties begin to take on an identity as a social unit 114. What results from conflicting desires for both intimacy and the lack of intimacy in an interpersonal relationship? a. cohesion–differentiation dialectic b. connection–autonomy dialectic c. openness–privacy dialectic d. predictability–novelty dialectic 115. Alice and Jason grew up in the same neighbourhood, went to the same school, had the same group of friends, and went to the same church. As teenagers, they developed a relationship and later married in their 20s. Which of the following is likely the reason for their relationship? a. self-disclosure b. proximity c. complementarity d. competence 116. Why does intimacy develop more rapidly on mediated communication, such as Facebook? a. People can control how they are presented visually. b. People are often deceitful and will tell the other person what they want to hear. c. There are privacy settings to control levels of disclosure. d. Shy people can forget about some of their social anxieties.

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Chap 08_4ce_Look 117. Tina and Steve have been best friends for a long time. They used to hang out together, and they talked about whatever was on their minds, no matter how personal. Recently, Steve found a romantic partner, and now Tina and Steve don’t spend as much time together. Steve doesn’t share personal issues with Tina as he did before. What stage of relational development are Tina and Steve in? a. circumscribing b. differentiating c. integrating d. terminating 118. According to the social penetration model, what does the act of talking about a variety of topics refer to? a. breadth b. depth c. range d. self-disclosure 119. According to the text, what are the dimensions of intimacy? a. emotional, intellectual, sexual, and social b. social, emotional, physical, and sexual c. emotional, intellectual, physical, and sexual d. emotional, intellectual, physical, and shared activities 120. Your friend is telling you a story about her relationship with her new partner, and she uses the term ‘us’ over and over again. Which stage of relational development are they in? a. integrating b. intensifying c. bonding d. experimenting 121. Which country has the highest rates of self-disclosure? a. United States b. Canada c. Japan d. Taiwan 122. Philippe is attracted to Burt. Philippe involves Burt in small talk and discovers they both play the guitar. They continue to engage in a conversation, gaining more information about each other. What are they engaged in? a. intensifying b. uncertainty reduction c. bonding d. circumscribing 123. Which statement is a complete statement of forgiveness? a. “I forgive you for what you’ve done.” b. “It will take time to trust you again, but I will try my best.” c. “I believe you’re sorry, and I forgive you. I want to tell you the pain this has caused me.” d. “You hurt me badly, but I hear that you’re sorry, and I accept that. What will you do to ensure this never happens again?” 124. How did Judith Rolls’s study differ from Mark Knapp’s model? a. She explored a man’s romantic relationships as they fell apart, during six sequential stages. b. She explored a woman’s romantic relationships as they fell apart during six sequential stages. c. She explored a woman’s romantic relationships as they fell apart during eight sequential stages d. She explored a man’s as romantic relationships as they fell apart, during eight sequential stages.

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Chap 08_4ce_Look 125. Which term refers to the choices people make to reveal or conceal information about themselves? a. relationship maintenance b. privacy management c. self-clarification d. self-validation 126. Kareem and Bill work for their municipal police force. Kareem asks Bill, “Was it just me, or do you think our supervisor is angry with us?” Bill agrees, and they discuss the issue in detail. Which self-disclosure benefit has been achieved? a. catharsis b. self-clarification c. relationship management and enhancement d. social influence 127. Most people think that benevolent lies are told for the benefit of the recipient. Yet, what did one study show? a. One out of every three lies is for selfish reasons. b. Two out of every three lies are for selfish reasons. c. Half of all lies is for selfish reasons. d. Ninety percent of all lies are for selfish reasons. 128. Which of the following is one of the five maintenance strategies that couples use to keep their relationships satisfying? a. constructive criticism b. courteous behaviour c. household responsibilities clearly designated d. social networks 129. Which statement best describes the disclosure in collectivistic cultures? a. People wait to be invited into a conversation. b. Outsiders are addressed informally but respectfully. c. People reach out to strangers to include them in their group. d. Unfavourable information about in-group members is publicly discussed for the good of the entire group. 130. Which statement provides the best advice about self-disclosure? a. The more self-disclosure, the better. b. Wait for the other person to open up before you do. c. Self-disclose with one other person instead of in a group. d. Accompany each piece of negative self-disclosure with a compliment to soften the impact. 131. According to research, which area showed the greatest differences between Asian and European social behaviour? a. expressing humour b. expressing intimacy c. expressing respect d. greeting behaviour

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Chap 08_4ce_Look 132. In male friendships, what often takes the place of the emotional expression found in female friendships? a. intellectual exchange b. joking c. shared activities d. story telling 133. What results from conflicting desires for interaction and independence in an interpersonal relationship? a. cohesion–differentiation dialectic b. connection–autonomy dialectic c. openness–privacy dialectic d. predictability–novelty dialectic 134. Leslie had a bad day at work, and she doesn’t feel like talking about it with her partner Laura. Which dialectic is this? a. cohesion–differentiation b. connection–autonomy c. openness–privacy d. predictability–novelty 135. Rather than see relationships in stages, some see them in terms of a balance between being a couple and maintaining individuality. Which term is used to describe this view? a. recalibration b. dialectical tensions c. reaffirmation d. circumscribing 136. Which form of self-disclosure is important in developing relationships? a. disclosing private information the first time you meet someone b. disclosing everything about yourself c. getting back the amount and kind of information equivalent to that which you reveal d. self-disclosure is one-sided 137. Rolls studied what happens to women as their romantic relationships fell apart. In what stage did women reach a new level of self-actualization? a. pivotal moment b. recovery phase c. interim phase d. enlightenment 138. Jeff loves his girlfriend Julie and enjoys spending time with her; however, he also enjoys his independence and time away from Julie. This causes tension in their relationship at times. What concept does this situation illustrate? a. openness–privacy dialectic b. avoiding dialectic c. predictability–novelty dialectic d. connection–autonomy dialectic 139. If your goal is to repair a damaged relationship, an apology requires three elements. Which of the following is NOT one of the elements? a. an explicit acknowledgment that the transgression was wrong b. some type of compensation c. a commitment to right the wrong d. a sincere apology 140. Which term refers to the first stage in relational development, in which the parties express interest in one another? a. initiating b. relational maintenance c. experimenting d. bonding Copyright Cengage Learning. Powered by Cognero.

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Chap 08_4ce_Look 141. Which dialectic tension is least likely to occur when a couple moves from bonding to differentiating? a. connection vs. autonomy b. openness vs. privacy c. predictability vs. novelty d. uniqueness vs. conformity 142. What did Altman and Taylor's social penetration model design do at its most basic level? a. define a relationship in terms of its breadth and depth b. help identify why certain relationships are strong or weak c. show ways in which a relationship can be more or less intimate d. suggest how relationships can operate on superficial or more personal levels 143. Which term refers to the stage of relational development in which parties begin to reduce the scope of their contact and commitment to one another? a. circumscribing b. differentiating c. integrating d. terminating 144. Andre and Daniel have blended their families. They have decided to come up with new family traditions as a way to bring the new family together. Which strategy are they using to manage the dialectic tensions in their relationship? a. recalibration b. integration c. reaffirmation d. recognition 145. Which term refers to the stage of relational development characterized by declining enthusiasm and standardized forms of behaviour? a. circumscribing b. differentiating c. stagnating d. terminating 146. What does relational commitment refer to? a. an implied or explicit promise to remain and make a relationship successful b. an example of a successful relationship c. a commitment to a romantic partner only d. a commitment to a family member only 147. What type of person are we usually attracted to? a. those who are like us b. those who are our opposite c. those who are highly competent d. those who are high self-disclosers 148. Kim discloses a personal situation to her friend in the hopes that her friend will agree with her. What is this an example of? a. self-validation b. self-clarification c. reciprocity d. catharsis

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Chap 08_4ce_Look 149. Which statement describes the current research regarding online dating? a. It is the most popular form of dating for homosexual partners. b. It is the most popular form of dating for heterosexual partners. c. It is the most unpopular way to meet partners for homosexual couples. d. It is the most unpopular way to meet partners for heterosexual couples. 150. Which of the following best exemplifies the definition of self-disclosure? a. telling your spouse your weight b. telling your friend how they hurt you c. telling a classmate what courses you’re taking d. telling your college teacher about your writing problems 151. What does relational maintenance refer to? a. communication aimed at keeping relationships operating smoothly and satisfactorily b. a counselling method used with married or common-law couples c. a communication model used in the workplace to ensure amicable working relationships d. couples who excel with their communication skills 152. Which dialectic refers to the tension between a desire for stability and the need for novelty in a relationship? a. cohesion–differentiation b. connection–autonomy c. openness–privacy d. predictability–novelty 153. Which term refers to the stage of relational development in which the parties begin to take on a single identity? a. bonding b. intensifying c. integrating d. initiating 154. Symbolic public gestures that show the world that a relationship exists. In what stage of an interpersonal relationship doe these gestures usually occur? a. bonding b. experimenting c. integrating d. intensifying 155. Rose informs her boss that another company has offered her a job with higher pay. Rose hopes that this will get her a raise in her current workplace. What term describes her strategy? a. self-validation b. social influence c. self-clarification d. relationship maintenance 156. Pierre and Jose met in a nursing class and, after chatting a few times, discovered they both enjoy lacrosse. Pierre invited Jose to join him tonight for team practice. What stage of relational development are Pierre and Jose in? a. circumscribing b. experimenting c. initiating d. intensifying 157. According to the social penetration model, what does the act of talking about personal topics refer to? a. breadth b. depth c. range d. self-disclosure Copyright Cengage Learning. Powered by Cognero.

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Chap 08_4ce_Look 158. The text mentions two self-help books: one American, called How to Say No Without Feeling Guilty, and one Japanese, called 16 Ways to Avoid Saying No. What point is the textbook making by citing these two books? a. There is a need for better communication world-wide. b. It is difficult in any culture to give negative messages. c. Cultures deal with negative emotions, such as guilt, in different ways. d. There is a clash between the values of low context and high context cultures. 159. Which term refers to the process of getting to know others by gaining more information about them? a. relational maintenance b. experimenting c. bonding d. uncertainty reduction 160. What are the four alternatives to self-disclosure? a. lying, evading, equivocating, and denial b. silence, lying, equivocating, and hinting c. patronizing, withholding, avoiding, and stonewalling d. lying, avoiding, equivocating, and indirect communication 161. Angelina is slowly withdrawing from her husband, Tony. Which relational transgression is this an example of? a. social versus relational b. minor versus significant c. one-time versus incremental d. deliberate versus unintentional 162. Pedro and Rebecca are two ordinary-looking young adults who met last year, developed a friendship and have fallen in love. What is likely to occur in their relationship over the next few years? a. They will view each other as more physically attractive. b. Physical factors will become more of a factor in their mutual attraction. c. They will develop differences that reduce the attraction they initially felt. d. Social factors will decline in importance as a factor in their mutual attraction. 163. Janine discloses a relationship issue with which she is struggling to her policing classmate, Becky. Becky shares with Janine a similar situation that happened to her in the past. What has occurred? a. reciprocity b. self-clarification c. self-validation d. catharsis 164. Tom notices Jason, a nurse who works in a different department at the hospital. Tom approaches Jason, introduces himself, and shakes his hand. They then proceed to make small talk about the weather. What stage of relational development are Tom and Jason in? a. experimenting b. intensifying c. initiating d. integrating 165. Which statement best describes the relative sizes of each area in one’s personal Johari Window? a. They remain relatively constant. b. They are dependent on our gender. c. The open areas become larger as we mature. d. They change according to our relationship with the other person. Copyright Cengage Learning. Powered by Cognero.

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Chap 08_4ce_Look 166. Sandra can always predict what her partner Trevor will do when he comes home from work. Sandra is getting bored with the routine; however, she always appreciates that she can always rely on him. Which dialectic is this? a. cohesion–differentiation b. connection–autonomy c. openness–privacy d. predictability–novelty 167. When two opposing or incompatible forces exist simultaneously in an interpersonal relationship, there is a struggle to achieve opposing goals. What is this struggle called? a. collectivistic tension b. differentiation c. dialectical tension d. interpersonal proximity 168. Which of the following illustrates a dimension of intimacy? a. two strangers exchanging a glance at a party b. two friends going fishing one Saturday every month c. a professional email exchange between co-workers d. saying good morning to your neighbour 169. What must be included in a statement for it to qualify as self-disclosure? a. It must involve emotional content. b. It must involve intimate information. c. It must be intentional, significant, and not previously known. d. It must be reciprocated by the same type of statement from a partner. 170. Which of the following is an example of a hint? a. “I’m too busy to stop by this afternoon.” b. “This afternoon won’t work for me. Let’s get together tomorrow instead of this afternoon.” c. “I know you’re busy with work today. Let’s get together some other time.” d. “I don’t want to spend time with you.” 171. When Jessica and Peter first met, they really liked each other and wanted to spend all of their time together, which they did doing a variety of activities. After being together for over a year, Jessica and Peter have the same daily routine, and neither one of them is very happy about it. Which stage of relational development are they in? a. circumscribing b. differentiating c. stagnating d. terminating 172. You’ve just delivered a speech to your classmates, and none of them liked it. According to your text, which response you are most likely to hear from them when you ask how you did? a. “You did a great job.” b. “You could have done better.” c. “I don’t think it was a good speech.” d. “You made some interesting points.”

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Chap 08_4ce_Look 173. According to your text, what is one way boundary violation can be avoided? a. Eliminate time spent on work breaks with peers. b. Avoid placing personal photos at workstations. c. Minimizing self-disclosure. d. Increase the use of vague language. 174. Jerry receives a piece of art as a gift from his aunt that he finds very unappealing. Jerry tells his aunt the painting is very interesting. Which term best describes Jerry’s statement? a. benevolent lie b. equivocating c. hinting d. lie of omission 175. To successfully repair a damaged relationship, what is required in an apology? a. sincerity b. an acknowledgement of the transgression and a sincere apology c. an acknowledgement of the transgression, a sincere apology, and some form of compensation d. a detailed review and acknowledgement of the transgression, a sincere apology, and some form of compensation. 176. David feels uncomfortable with an assignment in his Child and Youth Worker program. To complete the assignment, David decides to make up a scenario instead of self-disclosing his real experiences. What is this an example of? a. social influence b. relationship maintenance c. privacy management d. self-clarification Match the statement below with the term it best describes. a. Johari Window b. Knapp’s developmental model c. self-disclosure d. social exchange e. social penetration 177. A theory explaining costs and rewards in relationships 178. Explains stages in relationships 179. Voluntarily revealing personal information 180. Model to examine breadth and depth of relationships 181. Model to explore the role of self-disclosure in relationships

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Chap 08_4ce_Look 182. Describe one important relationship in terms of Knapp’s stages of relational development. Give specific behavioural examples that illustrate your relationship’s particular stage. Next, speculate as to the subsequent stage you will move to, or the stage at which you have stabilized.

183. Pick two people you know—one with whom you want to strengthen your relationship, and one to whom you are not particularly attracted. Using the reasons for forming relationships found at the beginning of Chapter 8, analyze the reasons why you want/don’t want to form a relationship with each person.

184. Identify and describe Judith Rolls’s sequential stages regarding relational breakups and the populations her research was based on.

185. Referring to the reasons for lying identified in your text, analyze a current relationship you are in according to the degrees of truthfulness and deceit. Are you satisfied with the level of honesty? Explain your answer. What other alternatives to self-disclosure have you tried in this relationship?

186. Using the social penetration model in your text, describe the breadth and depth of two important interpersonal relationships you have, one that is satisfying and one that is less satisfying. Explain why you are satisfied/unsatisfied with each relationship using insights from the model.

187. Discuss the various relational transgressions and strategies for relational repair.

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Chap 08_4ce_Look 188. Draw a Johari Window describing your relationship with an important person in your life. Comment on which parts of yourself you keep in the “hidden” area, and explain your reasons for doing so. Describe the benefits and costs of not disclosing these parts of your personality. Next, look at the size of the “blind” area. Is the “blind” area large or small because of the amount of feedback you get from the other person, or because of the way you react to the feedback you do get? How would a window describing your partner’s relationship with a mutual friend look similar to yours? Different? Explain. Are you satisfied with the kind of relationship your window reveals? If not, what could you do to change it?

189. Discuss the four dimensions of intimacy that are important to you. Explain your satisfaction with the intimacy or distance in each dimension. Incorporate any other factors (culture, gender, etc.) that affect your intimacy in this relationship.

190. Discuss the balance between the benefits and risks of self-disclosure. What guidelines for self-disclosure are most useful for you?

191. Select an intimate relationship you have had. Discuss the dialectical tensions within that relationship.

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Chap 08_4ce_Look Answer Key 1. True 2. True 3. False 4. True 5. True 6. False 7. False 8. True 9. True 10. True 11. True 12. False 13. False 14. False 15. False 16. False 17. True 18. True 19. True 20. False 21. True 22. True 23. True 24. True 25. True 26. False

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Chap 08_4ce_Look 27. True 28. True 29. True 30. True 31. True 32. False 33. False 34. True 35. True 36. True 37. True 38. True 39. True 40. True 41. True 42. False 43. True 44. False 45. True 46. True 47. False 48. True 49. False 50. False 51. False 52. False 53. True 54. False Copyright Cengage Learning. Powered by Cognero.

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Chap 08_4ce_Look 55. True 56. True 57. False 58. True 59. True 60. True 61. True 62. True 63. True 64. False 65. True 66. True 67. True 68. True 69. False 70. False 71. False 72. True 73. False 74. False 75. True 76. True 77. False 78. False 79. False 80. False 81. True 82. True Copyright Cengage Learning. Powered by Cognero.

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Chap 08_4ce_Look 83. False 84. True 85. True 86. True 87. True 88. False 89. True 90. d 91. b 92. d 93. d 94. b 95. d 96. b 97. a 98. d 99. b 100. c 101. d 102. c 103. c 104. b 105. a 106. b 107. c 108. a 109. c 110. a Copyright Cengage Learning. Powered by Cognero.

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Chap 08_4ce_Look 111. d 112. b 113. c 114. c 115. b 116. d 117. a 118. a 119. d 120. a 121. a 122. a 123. d 124. b 125. b 126. b 127. b 128. d 129. a 130. c 131. b 132. c 133. b 134. c 135. b 136. c 137. d

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Chap 08_4ce_Look 138. d 139. c 140. a 141. c 142. a 143. a 144. b 145. c 146. a 147. a 148. a 149. a 150. b 151. a 152. d 153. c 154. a 155. b 156. b 157. b 158. d 159. d 160. b 161. c 162. a 163. a 164. c 165. d Copyright Cengage Learning. Powered by Cognero.

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Chap 08_4ce_Look 166. d 167. c 168. b 169. c 170. c 171. c 172. d 173. c 174. b 175. c 176. c 177. d 178. b 179. c 180. e 181. a 182. Answers will vary. 183. Answers will vary. 184. She asked women to share their break-up stories and found that they went through six sequential stages from the decline to the full recovery. The key stages were decline, pivotal moment, interim phase, the termination, the recovery phase and enlightenment. Student stage descriptions will vary. 185. Answers will vary. 186. Answers will vary. 187. Answers will vary. 188. Answers will vary. 189. Answers will vary. 190. Answers will vary. 191. Answers will vary.

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Chap 09_4ce_Look Indicate whether the statement is true or false. 1. When faced with criticism, the two most common responses are a verbally aggressive counterattack or a request for clarification. a. True b. False 2. Tangential responses are one type of disconfirming message. a. True b. False 3. You are most likely to become defensive when you are confronted with a face-threatening act. a. True b. False 4. A person’s “face” refers to the predominant facial expression they display throughout an interpersonal interaction. a. True b. False 5. A controlling message can be verbal or nonverbal. a. True b. False 6. Stonewalling is an example of an impervious response. a. True b. False 7. Remarks about a specific subject (i.e., appearance, intelligence, honesty) that make one person defensive might arouse little or no defensiveness in another. a. True b. False 8. Transformational leaders work to develop leadership skills in their subordinates. a. True b. False 9. Your text recommends agreeing with criticisms that are untrue about you, since doing so will help you recognize ways you can improve. a. True b. False 10. Impersonal responses refer to clichés and other statements that don’t truly respond to the speaker. a. True b. False

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Chap 09_4ce_Look 11. Provisional statements often include words like “perhaps” and “from my perspective.” a. True b. False 12. Descriptive statements avoid telling the other persons what they have done that you don’t like. a. True b. False 13. “I felt worried when you left early with no explanation” is an example of a feeling statement. a. True b. False 14. Open communication and praise are the two leading factors consistently connected with a supportive workplace. a. True b. False 15. Jessie lets his employees do whatever they want. This is an example of authoritarian leadership. a. True b. False 16. A non-defensive climate results from the expression of empathy. a. True b. False 17. An expression of a sender’s emotions that results from the interpretation of sense data is a feeling statement. a. True b. False 18. What Gibb describes as “spontaneity” means saying whatever you truly feel like saying without editing or censoring it. a. True b. False 19. A consequence statement explains the results of the situation you’ve described so far. a. True b. False 20. The most damaging kind of disconfirming response disagrees with the other person. a. True b. False 21. Asking if anything else is bothering your critic won’t help you cope with criticism because it encourages more defensiveness. a. True b. False Copyright Cengage Learning. Powered by Cognero.

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Chap 09_4ce_Look 22. It is possible to disagree with another person in a confirming way. a. True b. False 23. Gibb’s research identified behaviours that are likely to bring about defensiveness, but it neglected to identify any alternative behaviours that could reduce defensiveness. a. True b. False 24. A spiral is a reciprocal communication pattern in which each person’s message reinforces the other person’s message. a. True b. False 25. In order to deal effectively with criticism, it is necessary to acknowledge and accept the other’s criticism. a. True b. False 26. “You didn’t call me to let me know you weren’t coming anymore” is an example of a behavioural description. a. True b. False 27. An acknowledgment statement is more confirming than a recognition statement. a. True b. False 28. Defensiveness is often a self-perpetuating cycle. a. True b. False 29. Evaluative communication is messages in which the sender judges the receiver in some way, usually resulting in a defensive response. a. True b. False 30. Seeking more information is an effective way to respond to a critic. a. True b. False 31. When you respond non-defensively to criticism, you can agree with the truth of what the critic is saying. a. True b. False 32. “I feel like you are angry with me” is an example of a feeling statement. a. True b. False Copyright Cengage Learning. Powered by Cognero.

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Chap 09_4ce_Look 33. Asking what else is wrong is an effective way of dealing with a critique. a. True b. False 34. Often people become most defensive when confronted with accusations they know are true. a. True b. False 35. Even if you don’t intend to ignore others, they might perceive you as avoiding them and get defensive. a. True b. False 36. Incongruous responses contain two messages that seem to deny or contradict each other. a. True b. False 37. Repeated interrupting is not a disconfirming response. a. True b. False 38. “You seem to be happy today” is an example of a behavioural description. a. True b. False 39. A communication climate is the social tone of a relationship. a. True b. False 40. The Gibb’s categories define behaviours that improve or hurt the communication climate. a. True b. False 41. Democratic leadership is the most effective leadership style. a. True b. False 42. You have to use Gibb’s category of “superiority” now and then because not all of us have the same talents. a. True b. False 43. Since ambiguous responses leave your partner unsure of your position, they would likely be interpreted as disconfirming. a. True b. False

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Chap 09_4ce_Look 44. Physical abuse often starts with verbal abuse, where a person is subjected to rage, outbursts, and name-calling. a. True b. False 45. An impervious response sends a disconfirming message because the other person is not responded to. a. True b. False 46. “So you object to the language I used in writing the paper. Was my language too formal?” This is an example of paraphrasing when responding to a critic. a. True b. False 47. Endorsement is the strongest type of confirming message. a. True b. False 48. For restorative justice to work, it must be victim-centred, which means offenders must willingly participate in the process and the victims have a choice. a. True b. False 49. When two parties are working through their difficulties, and their conflict is diminishing, this is referred to as a de-escalatory conflict spiral. a. True b. False 50. Andrea lets his employees do whatever they want. This is an example of laissez-faire leadership. a. True b. False 51. According to your textbook, stating your intentions is an important element of an assertive message. a. True b. False 52. In order to communicate clearly, you should use all the elements of an assertive message each time you speak. a. True b. False 53. Behaviour that fits into Gibb’s category of “strategy” attempts to manipulate the other into doing what you want. a. True b. False

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Chap 09_4ce_Look 54. An argumentativeness is associated with positive attributes such as enhanced self-concept and communicative competence. a. True b. False 55. Communication climates are a function of the tasks people perform rather than the way the people feel about one another. a. True b. False Indicate the answer choice that best completes the statement or answers the question. 56. Which statement is an example of neutral communication? a. “I am so sorry your dog died.” b. “All pets have to die at some point.” c. “How are you feeling about your dog dying?” d. “Do you think you will get another dog?” 57. Which of the following is an example of a confirming response? a. critiquing the other person b. acknowledging the other person c. giving control to the other person d. adding information to the other person’s statement 58. What element of the assertive message format describes your behavioural reaction to the other person’s behaviour? a. behaviour b. consequence c. feeling d. interpretation 59. Which of the following is an example of a controlling statement? a. “You need to put the dishes away.” b. “Do you mind putting the dishes away?” c. “Why don’t you ever put the dishes away?” d. “I wish you would put the dishes away.” 60. You’re in an argument with your partner, and you say, “I hate to admit it, but you have a right to be angry with me.” What confirming communication are you using? a. acknowledgement b. endorsement c. recognition d. support 61. Janet stops shooting basketball hoops when she notices Ali entering the park. She yells out “Hey Ali, do you want to shoot with me?” What confirming communication is demonstrated by Janet’s actions? a. acknowledgment b. endorsement c. intensifying d. recognition

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Chap 09_4ce_Look 62. Your instructor informs you that your writing ability is inadequate, and you are mistaken to not work harder. What Gibb’s category is your instructor using? a. description b. evaluation c. problem orientation d. superiority 63. Which statement describes the text’s account of Canada’s restorative justice? a. Although it is available in Canadian federal prisons, it is used mostly by female inmates not, male inmates. b. It is available to every Canadian but is used most often in Canadian federal prisons. c. Although it is available to every Canadian, it is used most often in Indigenous communities. d. It is a very new concept in the criminal justice system, and generally used by victims in the federal court system. 64. Rita was criticized by her placement supervisor for completing the wrong report for a client she is working with. Rita was unaware of the report; however, her boss was still upset. What would be an effective way for Rita to respond? a. Continue to argue her case with her boss. b. Tell her boss she is being unreasonable. c. Agree with her boss that she did fill out the wrong report. d. Rita should say nothing. 65. Which of the following is a confirming message? a. ignoring the other person b. responding with clichés c. asking a person how they are feeling d. giving an ambiguous response 66. Which type of message says “you’re wrong” in one way or another? a. argumentative b. complaining c. disagreeing d. aggressive 67. Which type of confirming message indicates that you find someone important and communicates valuing? a. acknowledgment b. endorsement c. recognition d. sanction 68. Which of the following is involved with the act of agreeing with a critic’s perception of your behaviour? a. telling the critic he/she’s right b. agreeing with the specifics of the criticism c. apologizing for the behaviour he/she objects to d. saying that you understand how he/she might see it that way 69. Helena, a police officer, says to her partner, “Beth, I’m upset about how we divide the reporting at the end of our shift.” Beth retorts, “Speaking of reporting, our unit secretary brought in great cookies today.” What type of disconfirming response is Beth’s response? a. impervious response b. interrupting response c. irrelevant response d. tangential response

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Chap 09_4ce_Look 70. Which statement is an example of an interpretation? a. “My boyfriend is jealous.” b. “I got an ‘A’ on my history paper.” c. “When you are angry, I want to leave.” d. “Would you tell me what you mean by that?” 71. Which type of communication includes messages in which the sender tries to impose some sort of outcome on the receiver, usually resulting in a defensive reaction? a. problem orientation b. defensive c. controlling d. evaluative 72. “You drink too much.” What Gibb’s category is this statement an example of? a. control b. evaluation c. problem orientation d. superiority 73. Lee and Xiao Xin are forced to work together and prepare a school presentation on an insect pollinator. Xiao Xin asks Lee, “Why did you pick the hummingbird? It is so boring.” Lee responds, “Are you kidding? I think it is so fascinating and beautiful to watch in the garden.” Which negative reciprocal communication pattern are they using? a. arguments involving punctuation b. complaint–counter complaint c. disagreement–disagreement d. mutual indifference 74. Which statement is an example of indicating where you stand on an issue? a. “Unless we clear this up now, don’t expect me to lend you anything ever again!” b. “I’d like to know if you’re angry.” c. “I want you to know how much this bothers me.” d. “I’d like to know how you would like to proceed in the future.” 75. Which term refers to the tone of an interpersonal relationship? a. climate b. environment c. foundation d. mood 76. Which of the following would a transformational leader do? a. set goals, clarify desired outcomes, provide feedback, and give subordinates rewards for good work b. create a vision for the future and then motivate people to buy into and work toward it c. work with subordinates to achieve goals d. maintain a hands-off attitude and provide very little leadership 77. Which of the following is the best example of a strategy statement? a. “What are you doing on Sunday?” b. “Do you want to go to the hockey game with me on Sunday?” c. “Can you help me move on Sunday?” d. “Are you doing anything fun this weekend?”

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Chap 09_4ce_Look 78. What is the most effective way to respond when other people start to criticize you? a. Tell them to stop the criticism. b. Explain that criticism is not helpful. c. Ask them for details about what the criticism involves. d. Ask them to reflect on a time when they were criticized and ask them how they felt. 79. Jasmin asks her daughter, “How can we get to the birthday party if you don’t get dressed?” Her daughter replies, “How can I get dressed if you keep interrupting me with questions?” Which negative reciprocal communication pattern are they using?? a. arguments involving punctuation b. complaint–counter complaint c. disagreement–disagreement d. mutual indifference 80. What is the most destructive way to disagree with someone? a. by being argumentative b. by complaining c. by being aggressive d. by being impersonal 81. Ganesh is a manager at a hospital. He needs to know everything that is going on with his staff, including where they are at all times. He reviews all of their client charts, he watches to make sure everyone exactly arrives on time and doesn’t leave early, and he gives orders and never asks his staff for input. Which leadership styles does Ganesh have? a. laissez-faire b. democratic c. transactional d. authoritative 82. What are communication climates a function of? a. the tasks people perform b. individual personality characteristics c. the way people feel about one another d. time, place, and communication context 83. Karamjit arrives home with her new shelfing unit, but it needs to be put together. Just then, her friend arrives to visit. Karamjit states, “The assembly instructions are really confusing.” Her friend relies, “I understand how you feel; let me try to figure it out.” Which positive reciprocal communication pattern are they using? a. mutual congruence b. validation of other’s perspective c. recognizing similarities d. supportiveness 84. Which of the following is an account that refers only to observable phenomena? a. interpretation statement b. feeling statement c. behavioural statement d. consequence statement 85. Which statement is a behavioural description? a. “I notice that you’re frowning.” b. “You seem angry today.” c. “You’re weird.” d. “You don’t appear to be very happy.” 86. Which term refers to a supportive style of communication described by Gibb in which the sender expresses a willingness to consider the other person’s position? a. empathy b. equality c. certainty d. provisionalism

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Chap 09_4ce_Look 87. Which of the following is an accurate feeling statement? a. “I feel like going home now.” b. “I feel like you’re angry at me.” c. “I feel embarrassed when I fail tests.” d. “I feel you ought to be more careful.” 88. How can you respond non-defensively to criticism? a. by agreeing with the critic’s judgment b. by agreeing with the critic’s beliefs c. by agreeing with the critic’s position d. by agreeing with the critic’s statements 89. Which of the following is an example of a positive reciprocal pattern? a. “How can I talk when you don’t listen?” b. “I can understand how the assignment might be unclear. Let me try to explain.” c. “I wish you weren’t so critical.” d. “Go ahead if you want, but find your way home.” 90. Which elements are part of the assertive message format? a. behaviour, feeling, interpretation, and assertion b. behaviour, feeling, interpretation, and consequence c. behaviour, interpretation, feeling, assertion, and intention d. behaviour, interpretation, feeling, consequence, and intention 91. What do Gibb’s categories examine? a. personal conflict styles c. defensive and supportive behaviours

b. patterns of self-disclosure d. strength of self-concept and self-esteem

92. What is the one essential requirement for Gibb’s categories of defensive behaviours to arouse defensiveness? a. Both partners in the communication get defensive. b. The receiver of the message perceives it as threatening. c. The sender of the message intends to threaten the receiver. d. The matching supportive behaviour is ignored by the receiver of the message. 93. Gail is a new manager. She is considering how to improve morale on her team. According to researcher Daniel Goleman, what would contribute most to a positive feeling in the employees about their jobs? a. promotions when earned b. pay raises based on merit c. compliments by the manager on work well-done d. awards for performance and outstanding characteristics 94. Which term means the same thing as “evaluative language”? a. defensive language b. objective language c. supportive language d. you language 95. Which type of communication includes messages that describe the speaker’s position without evaluating others? a. descriptive b. evaluative c. defensive d. spiral Copyright Cengage Learning. Powered by Cognero.

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Chap 09_4ce_Look 96. Which of the following is a defence-arousing style of communication described by Gibb in which the sender states or implies that the receiver is not worthy of respect? a. superiority b. provisionalism c. controlling d. certainty 97. When is defensiveness most likely to occur? a. when an individual’s presenting image is attacked b. when an individual’s hidden area is being exposed c. when another person is making problem-oriented statements d. when the sender and receiver are experiencing similar environments 98. If we describe a person as defensive, which statement would best define them? a. They are very sensitive. b. They are protecting their self-concept. c. They are protecting their presenting self. d. They are projecting a negative or hostile perceived self. 99. With her father’s help, Martha is baking a birthday cake for her mother. Marta states, “Dad, I wish you were a bit more creative.” Her father replies, “Well, I wish you weren’t so messy.” Which negative reciprocal communication pattern are they using? a. arguments involving punctuation b. complaint–counter complaint c. disagreement–disagreement d. mutual indifference 100. Which term refers to behaviour by another that is perceived as attacking an individual’s presenting image? a. face-threatening acts b. defensive acts c. image-threatening acts d. spiral acts 101. What confirming communication is demonstrated by saying hello to an acquaintance as you pass on the street? a. acknowledgment b. endorsement c. intensifying d. recognition 102. An old friend waves at you from across the room. You turn away. What type of disconfirming response have you given? a. avoiding b. impervious c. irrelevant d. impersonal 103. What determines the communication climate in a relationship? a. the amount of self-disclosure that occurs b. the degree to which each person feels valued c. the similarities of the two parties’ communication environments d. the listening and perceptual skills that each individual brings to the relationship

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Chap 09_4ce_Look 104. “I’ve done all the research required to start my new business; I don’t need to know anything else.” What Gibb’s defensive category is this statement an example of? a. certainty b. control c. strategy d. superiority 105. After cycling for two hours, Mark states to his friend Martin, “I wish you weren’t so slow moving.” Martin replies, “Well, I wish you weren’t cycling so recklessly.” Which negative reciprocal communication pattern are they using? a. arguments involving punctuation b. complaint–counter complaint c. disagreement–disagreement d. mutual indifference 106. Which statement is the best supportive alternative to the evaluative accusation, “You just don’t try hard enough”? a. “You give up too easily.” b. “It would help to study for two hours every night.” c. “I’m worried you’ll flunk with those low scores.” d. “Things would go better for you if you tried harder.” 107. Which statement is an example of empathetic communication? a. “Thank you so much for cleaning the house.” b. “I love having a clean house.” c. “Cleaning is a part of life.” d. “I know you put a lot of effort into cleaning the house.” 108. A study considered the impact of including greetings (e.g., “Hi”) and farewells (e.g., “Thanks”) in email messages within companies. What did this study find? a. It increased both morale and trust. b. It increased morale, but trust was unaffected. c. It increased trust, but morale was unaffected. d. It had no significant impact on morale or trust, although the employees did prefer the greetings. 109. Hailie and Toni have been dating for almost a year when Hailie tells Toni, “I want to end our relationship; I find you to be just too selfish.” Toni replies “Good; I was thinking we were not good for each other because you are so self-centred and demanding of my time.” Which negative reciprocal communication pattern are they using? a. arguments involving punctuation b. complaint–counter complaint c. disagreement–disagreement d. mutual indifference 110. What do intention statements communicate? a. what you have done about an issue b. how you feel about the other’s behaviour c. your interpretation of the other’s party’s behaviour d. your position on an issue or what you want from others

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Chap 09_4ce_Look 111. Which term refers to a supportive communication behaviour described by Gibb in which the sender expresses a message without any attempt to manipulate the receiver? a. strategy b. spontaneity c. neutrality d. problem orientation 112. “When you didn’t call me to tell me you would be late coming home, I had trouble sleeping because I was worried about you.” What is this statement an example of? a. a feeling statement b. a consequence statement c. a behavioural statement d. an assertive statement 113. Which of the following is an example of a negative reciprocal pattern? a. “How can I talk when you don’t listen?” b. “I agree we should be saving. But I think we can take this trip and still save some money. Let me show you what I’ve figured out.” c. “I can see how much you hate your job. Let’s figure out how we can get the project finished soon, so that you can get back to your regular work.” d. “I can understand how the assignment might be unclear. Let me try to explain.” 114. Which example describes a disconfirming message? a. asking the person for more information b. describing positive feelings c. giving ambiguous responses d. describing your negative feelings 115. Which statement is an example of a request of others? a. “Unless we clear this up now, don’t expect me to lend you anything ever again!” b. “I’d like to know if you’re angry.” c. I want you to know how much this bothers me.” d. “If you don’t clean up after yourself, then I’m going to hire a cleaner.” 116. What term refers to disconfirming responses loaded with clichés and other statements that never truly respond to the speaker? a. impersonal b. impervious c. irrelevant d. tangential 117. According to your text, which of the following is a strategy for reacting non-defensively to criticism? a. Asking for a “time-out.” b. Explaining the reasons for your behaviour. c. Telling the critic to stop, politely but firmly. d. Making a guess about the details of the problem. 118. You say to your roommate, “I have an exam tomorrow. I would like to figure out a way for you to enjoy your music while I study.” Which Gibb’s category is this an example of? a. empathy b. neutrality c. problem orientation d. strategy

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Chap 09_4ce_Look 119. Which type of communication is a message that expresses a lack of caring or respect for another person? a. confirming b. disconfirming c. disagreeing d. complaining 120. Which type of communication includes messages in which the sender judges the receiver in some way, usually resulting in a defensive response? a. descriptive b. evaluative c. defensive d. controlling 121. Which statement is an example of agreeing with the facts when it comes to responding to criticism? a. “You’re right, I did lose my temper.” b. “I apologize; it won’t happen again.” c. “Can you tell me how you would like me to complete this task in the future?” d. “Is everything ok?” 122. Which of the following is the most visible way that disconfirming messages reinforce one another? a. escalatory conflict spirals b. sanction messages c. argumentative spirals d. aggressive messaging 123. Jack receives a text message from Ming about their group project. Jack is behind on his contribution, so he ignores the text. What type of disconfirming message has Jack used? a. evasive b. impervious c. irrelevant d. impersonal 124. Which statement is the best example of a specific intention clearly stated to a partner? a. “Let’s talk about our relationship.” b. “I want two hours to myself to read.” c. “I feel that you need to be honest with me.” d. “I don’t think you listen to me carefully enough.” 125. What does the use of “you” language indicate? a. The speaker is being evaluative. b. The speaker is acting in a descriptive manner. c. The speaker is acting in an empathetic manner. d. The speaker is making a sincere effort to describe the other person’s point of view. 126. Which term refers to a communication spiral in which one attack leads to another until the initial skirmish escalates into a full-fledged battle? a. defensive spiral b. escalatory conflict spiral c. de-escalatory conflict spiral d. face-threatening spiral

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Chap 09_4ce_Look 127. The coach told the soccer team they needed to stay at practice until they learned their new play. However, the co-captain who had gotten a ride with the captain stated to the captain, “I’m done for the day. I don’t care if you want to stay, but I’m leaving.” The captain answers, “Find another ride. I’m staying until the moves are perfected.” Which negative reciprocal communication pattern are they using? a. arguments involving punctuation b. complaint–counter complaint c. disagreement–disagreement d. mutual indifference 128. Which of Gibb’s category is characterized by hidden motives and deceit? a. certainty b. control c. provisionalism d. strategy 129. What function does defensiveness serve? a. It protects one’s self-concept. c. It is a way to prepare for self-disclosure.

b. It increases intimacy in the relationship. d. It is a way to protect our presenting self.

130. Which type of communication is a message that expresses caring or respect for another person? a. confirming b. disconfirming c. recognition d. endorsement 131. Which term refers to a reciprocal communication pattern in which each person’s message reinforces the other person’s message? a. acknowledgement b. recognition c. endorsement d. spiral 132. What do people who act in accordance with Gibb’s category of equality communicate? a. Everyone is equal in every way. b. Everyone is equal in the things that matter. c. Everyone has just as much worth as human beings. d. Everyone is created with the capacity to be equal in all areas. 133. “When you have friends in the backyard late at night, it disturbs the neighbours. Mrs. Watkin was complaining to me that she couldn’t sleep last night.” What type of consequence statement is this an example of? a. what happens to the speaker b. what happens to the person you are addressing c. what happens to others d. what happens to the communication climate 134. Tina asks her boss if she can take Friday afternoon off to take her child to a medical appointment. In a detached tone of voice, her boss replies, “Yes, everybody has problems these days.” What type of disconfirming response is the boss’s reply? a. impersonal response b. impervious response c. irrelevant response d. tangential response

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Chap 09_4ce_Look 135. Which term refers to the way disconfirming messages reinforce one another so that the two parties increasingly withdraw from one another? a. defensive avoidance b. escalatory conflict spiral c. de-escalatory conflict spiral d. cognitive dissonance reaction 136. What is the outcome when one person in a dyad acts defensively? a. a conflict spiral occurs b. self-disclosure intensifies c. a counterattack takes place d. the partner will become supportive 137. Which term refers to a supportive style of communication described by Gibb in which the communicators focus on working together to solve their problems instead of trying to impose their solutions on one another? a. strategy b. spontaneity c. descriptive d. problem orientation 138. What are we doing when we attach meaning to behaviour? a. labelling b. interpreting c. clarifying our feelings d. making our intentions known 139. Trinh, a supervisor at a social service agency, makes sure she always asks her employees for input on new ideas before they are implemented. What kind of leadership style is Trinh using? a. laissez-faire b. democratic c. transactional d. authoritative 140. What two factors are consistently connected to supportive workplace environments? a. praise and open communication b. encouragement and tangible rewards c. praise and understanding supervisors d. open communication and tangible rewards 141. Which term describes Gibb’s category of neutrality? a. conciliatory b. even-handed c. indifference d. objective 142. Which statement is an example of a description of how you plan to act in the future? a. “Unless we clear this up now, don’t expect me to lend you anything ever again!” b. “I’d like to know if you’re angry.” c. “I want you to know how much this bothers me.” d. “I’d like to know how you would like to proceed in the future.” 143. What is the best method to use to describe your problem and needs to a partner during a conflict resolution? a. assertive message format b. behavioural description c. paraphrasing d. perception checking 144. Crystal asks her roommate if she’ll help her go through her closet to see what needs to be thrown out. Her roommate replies, “Throwing out things is a great idea; help me with cleaning out the refrigerator, won’t you?” What type of disconfirming response is this? a. impersonal response b. impervious response c. interrupting response d. tangential response Copyright Cengage Learning. Powered by Cognero.

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Chap 09_4ce_Look 145. What confirming communication is demonstrated by a receptionist who is listening intently to a client who has just entered the office? a. acknowledgement b. endorsement c. recognition d. support Match the following Gibb’s supportive behaviours with their defensive-arousing counterpart. a. certainty b. control c. evaluation d. neutrality e. strategy f. superiority 146. Description 147. Empathy 148. Equality 149. Problem orientation 150. Provisionalism 151. Spontaneity Match the type of disconfirming response with its behavioural description. a. impersonal b. impervious c. incongruous d. irrelevant e. tangential 152. You see Arienne smile at you, but you turn away. 153. When Camille asks how your roommate is feeling, you tell her about your own health. 154. Vince says, “I’m so tired,” and you reply, “Yeah, everybody’s got problems today.” 155. You say you’re very interested in what your friend is telling you, but your eyes are glued to the game on the screen. 156. Shelley says, “Let’s decide what we’re doing this weekend after I get paid tomorrow,” and you reply, “I’m really excited about getting an ‘A’ on my test.”

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Chap 09_4ce_Look Match the terms below with their description. a. communication climate b. confirming response c. defensiveness d. disagreeing response e. disconfirming response 157. The degree to which two interacting people feel valued by one another 158. A message that communicates a lack of regard for another 159. A message given by a complainer 160. Message that communicates value for another 161. Face-protecting behaviour 162. Explain the types of confirming messages. Give an example for each.

163. Describe two face-threatening acts that have been directed at you. Explain why each was threatening to you and describe your defensive behaviour in response.

164. Explain the types of disconfirming messages. Give an example for each.

165. Explain what a consequence statement is and the three types of consequences. Use a personal example for each. Why are consequence statements valuable?

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Chap 09_4ce_Look 166. Describe two incidents during the past year when you were criticized. For each incident, describe the situation that led up to the criticism, how you handled the criticism, and how you might handle this criticism differently now that you have this new information. Give actual quotes of how you would respond to criticism this time. If you wouldn’t handle this criticism differently, describe how your initial response dealt with the criticism effectively. Comment on the probable outcomes of each incident if you handled the criticism more effectively.

167. What types of communication arouse and prevent defensiveness in others? Give a specific example from your personal experiences.

168. How do defensive behaviours work in the sphere of work relationships? Given your knowledge of Gibb’s categories, what advice would you give to a manager to promote a more supportive climate in her/his team?

169. Describe an important relationship in which you are involved in terms of a positive or negative “spiral” of behaviour. Indicate how certain behaviours over the past six months (or any defined segment of time) have tended to lead to similar behaviours in response. Comment on the future direction of your spiral. Make sure to include reference to escalatory or de-escalatory spirals in times of conflict.

170. For one of the situations below, briefly outline the details of the situation (use your imagination) and write out how you would address the situation using the assertive message format in its complete form. Note any considerations that are important in delivering the message. Situations: (a) a noisy neighbour; (b) a friend who has not returned a borrowed item to you; (c) a team member at school or work who is not cooperating with you on a project

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Chap 09_4ce_Look Answer Key 1. False 2. True 3. True 4. False 5. True 6. True 7. True 8. True 9. False 10. True 11. True 12. False 13. True 14. True 15. False 16. True 17. True 18. False 19. True 20. False 21. False 22. True 23. False 24. True 25. False 26. True

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Chap 09_4ce_Look 27. True 28. True 29. True 30. True 31. True 32. False 33. True 34. True 35. True 36. True 37. False 38. False 39. True 40. True 41. False 42. False 43. True 44. True 45. True 46. False 47. True 48. False 49. False 50. True 51. True 52. False 53. True 54. True Copyright Cengage Learning. Powered by Cognero.

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Chap 09_4ce_Look 55. False 56. b 57. b 58. b 59. a 60. b 61. d 62. b 63. c 64. c 65. c 66. c 67. b 68. d 69. d 70. a 71. c 72. b 73. c 74. c 75. a 76. b 77. a 78. c 79. a 80. c 81. d 82. c Copyright Cengage Learning. Powered by Cognero.

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Chap 09_4ce_Look 83. b 84. c 85. a 86. d 87. c 88. d 89. b 90. d 91. c 92. b 93. c 94. d 95. a 96. a 97. a 98. c 99. b 100. a 101. d 102. b 103. b 104. a 105. b 106. c 107. d 108. a 109. b 110. d Copyright Cengage Learning. Powered by Cognero.

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Chap 09_4ce_Look 111. b 112. b 113. a 114. c 115. b 116. a 117. d 118. c 119. b 120. b 121. a 122. a 123. b 124. b 125. a 126. b 127. d 128. d 129. d 130. a 131. d 132. c 133. c 134. a 135. c 136. a 137. d

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Chap 09_4ce_Look 138. b 139. b 140. a 141. c 142. a 143. a 144. d 145. a 146. c 147. d 148. f 149. b 150. a 151. e 152. b 153. e 154. a 155. c 156. d 157. a 158. e 159. d 160. b 161. c 162. Answers will vary. 163. Answers will vary 164. Answers will vary. 165. Answers will vary Copyright Cengage Learning. Powered by Cognero.

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Chap 09_4ce_Look 166. Answers will vary. 167. Answers will vary 168. Answers will vary 169. Answers will vary 170. Answers will vary

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Chap 10_4ce_Look Indicate whether the statement is true or false. 1. A conflict ritual is an unacknowledged repeating pattern of interlocking behaviour used by participants in a conflict. a. True b. False 2. Collaborating is the ideal approach to conflict because it seeks a win–win solution. a. True b. False 3. University students have an average of seven arguments per week. a. True b. False 4. Aggressive statements are sometimes appropriate when dealing with moral violations. a. True b. False 5. The text says that “counting to ten” applies to win–win problem solving. a. True b. False 6. Destructive fights often start because the initiator confronts a partner who isn’t ready to face the conflict. a. True b. False 7. Handling conflict collaboratively guarantees that you’ll get what you want. a. True b. False 8. Lisa is upset with her friend Becky; however, Lisa doesn’t want to upset Becky, so she decides not to say anything. Lisa is using the avoiding conflict style. a. True b. False 9. People expressing their hostility in obscure, subtle, indirect ways, is called “passive aggression.” a. True b. False 10. The assertive approach is accepted across most cultures as being the best way of dealing with conflict. a. True b. False

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Chap 10_4ce_Look 11. Two parties in conflict are usually interdependent in some way. a. True b. False 12. Direct aggression and passive aggression are two forms of the competing conflict style. a. True b. False 13. Two people arguing with each other is an example of the symmetrical conflict style. a. True b. False 14. Assertive behaviour is considered rude and insensitive in collectivistic cultures. a. True b. False 15. Patricia prides herself on her ability to uphold her solutions to a problem, while also firmly defending her side of an issue. Patricia has an accommodating conflict strategy. a. True b. False 16. Dysfunctional conflict in the workplace is linked to stress on the job. a. True b. False 17. Melissa is angry at her girlfriend, Carrie, so she decides not to clean up after herself because she knows this annoys Carrie. This is an example of the gunnysacker category of crazymakers. a. True b. False 18. In the Mi’kmaq Aboriginal culture, conflict is rarely displayed. a. True b. False 19. The complementary conflict style shifts between the parallel and symmetric styles depending on the issue. a. True b. False 20. Jackson leads his company with pride and determination. During staff meetings he instructs his staff to avoid discussing differences with each other and instead try to keep conflict with others to themselves. This is an avoiding conflict strategy. a. True b. False

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Chap 10_4ce_Look 21. Research cited in the text states that strong marriages are characterized by constructive expressions of conflict, among other things. a. True b. False 22. Accommodating is a lose–lose conflict style in which the parties ignore the problem at hand. a. True b. False 23. You should use the compromising conflict style when the issue is of little importance. a. True b. False 24. Collaborating seeks a win–win solution and collaborators demonstrate a high degree of concern for themselves and others. a. True b. False 25. The win–win conflict style requires parties to reach a solution through compromise. a. True b. False 26. A compromise is just as satisfying as a win–win solution. a. True b. False 27. People compete when they see a situation as an “either or.” a. True b. False 28. Pseudoaccommodators pretend to give in, in a conflict situation, and then continue to act in the same way. a. True b. False 29. A competing conflict style is effective when you discover you are wrong about something. a. True b. False 30. Self-concept is a more powerful determinant of conflict style than is culture. a. True b. False

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Chap 10_4ce_Look 31. Anastasia wants her daughters to grow up to possess collaborating conflict strategy skills, which she believes will help them lead successful lives. To support these skills, Anastasia often asks her daughters when they are arguing, “Have you listened to each other’s concerns so you can resolve it in the best possible manner?” This question supports the collaborating conflict strategy. a. True b. False 32. Your relational conflict style is similar to your personal conflict style. a. True b. False 33. Avoidance and accommodation are both forms of nonassertive behaviour. a. True b. False 34. A boss flies into a rage when the pressure builds at work. Recognizing this, employees avoid him as much as possible. When the crisis is over, the boss compensates by being especially receptive to employee requests. This is an example of a conflict ritual. a. True b. False 35. Stable relationships have little or no conflict. a. True b. False 36. Direct aggression can result in decreased effectiveness in personal relationships, on the job, and in families. a. True b. False 37. One key to the win–win approach to negotiation is to look for the single best solution at the beginning of your conversation. a. True b. False 38. Conflict can strengthen satisfaction in relationships. a. True b. False 39. Happy couples view conflict as unhealthy and keep arguments to a minimum. a. True b. False 40. Win–win solutions to conflicts are nearly impossible. a. True b. False

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Chap 10_4ce_Look 41. Studies of children from preschool to early adolescence show that boys try to get their way by ordering one another around. a. True b. False 42. Conflict in relationships is stressful and destructive, and should be avoided if possible. a. True b. False 43. The parallel conflict style is a relational conflict style in which the approach of the partners varies from one situation to another. a. True b. False 44. Research shows a substantial difference between how males and females handle conflict. a. True b. False 45. In win–win communication skills, it’s important to request specific change from your partner as early as possible in the conflict. a. True b. False 46. Passive aggression is less damaging than direct aggression. a. True b. False 47. In collaboration, you find a creative way to satisfy both parties. a. True b. False 48. Avoidance is never an effective way to deal with conflict. a. True b. False 49. A competing conflict style is effective when the other person is not willing to cooperate. a. True b. False 50. The win–win approach is too elaborate to be effective. a. True b. False 51. A conflict can exist only when both parties are aware of a disagreement. a. True b. False Copyright Cengage Learning. Powered by Cognero.

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Chap 10_4ce_Look Indicate the answer choice that best completes the statement or answers the question. 52. Allen and Holly had their first baby this year. Holly has not been out socially for four months. Her friends call to invite her to a dinner party in her honour. She is excited to go and discusses plans with her husband that will allow her to attend. Her husband agrees to be home early that night so she can get ready and attend, but states to her, “It’s OK; don’t worry about me, but I will have to work through my lunch to get home” accompanied by a big sigh. Which type of fighting dirty does Allen demonstrate?? a. the Benedict Arnold b. the guiltmaker c. the pseudoaccommodators d. the trapper 53. According to research, which statement best describes the differences between the behaviour of men and women in conflict situations? a. The differences are insignificant. b. The differences are small. c. The differences are substantial. d. The differences strongly support traditional gender stereotypes. 54. Which conflict style is generally the best to use when the other person has more power than you? a. accommodating b. avoiding c. collaborating d. compromising 55. Which conflict style incorporates a high degree of concern for others and a low degree of concern for self? a. accommodating b. avoiding c. collaborating d. competing 56. Sue has a habit of disagreeing with her friends; they will argue, work out a plan that everyone agrees on, but then Sue ignores the plan and continues to act in the same way. Which type of fighting dirty does Sue demonstrate? a. the Benedict Arnold b. the crisis tickler c. the pseudoaccommodator d. the trapper 57. John Gottman studied recently wed couples and determined there were four destructive conflict styles. Which style would involve eye rolling? a. criticism b. stonewalling c. contempt d. defensiveness 58. Anne is upset with her husband, Bill. She knows how sensitive he is about his weight so, to get back at him, Anne makes a rude comment about his weight. Which crazymaker is this? a. the beltliner b. the withholder c. the trapper d. the Benedict Arnold 59. Which conflict style exhibits the most flexibility? a. accommodating b. complementary c. parallel d. symmetrical

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Chap 10_4ce_Look 60. What should you consider to decide what conflict style you should use? a. the situation, the receiver and your goals b. the situation, the receiver and their body language c. the other person’s conflict style in relation to your own d. the personal conflict style you are most comfortable with 61. What is the most powerful determinant of a person’s conflict style? a. culture b. gender c. relational style d. self-concept 62. Which term refers to an approach to conflict resolution in which both parties attain at least part of what they wanted through self-sacrifice? a. compromising b. collaborating c. accommodating d. agreement 63. Céline and Trudy play on the same soccer team and frequently have angry disagreements over strategies. One day, after Céline passes the soccer ball to Trudy, Celine yells out and calls Trudy a loser. What destructive conflict pattern was used? a. criticism b. stonewalling c. contempt d. defensiveness 64. Which type of conflict style occurs when partners use different but mutually reinforcing behaviours? a. relational b. symmetrical c. complementary d. parallel 65. Which conflict style incorporates a high degree of concern for self and others? a. accommodating b. avoiding c. collaborating d. competing 66. Your nursing supervisor is upset because you made a mistake. She yells, “you are a horrible nurse!” at you. What is this an example of? a. direct aggression b. passive aggression c. competing d. confronting 67. Which conflict styles are generally highly valued in collectivistic societies? a. accommodating and avoiding b. accommodating and collaborating c. accommodating and compromising d. collaborating and compromising 68. You are upset with your friend Laura because she borrowed your textbook and hasn’t returned it. You say negative things about Laura to some mutual friends, and tell them Laura is “undependable.” What conflict style did you demonstrate? a. avoiding b. direct aggression c. gossiping d. passive aggression

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Chap 10_4ce_Look 69. Which conflict style is being used when one friend withdraws from the interaction and shuts down the dialogue which, in turn, makes resolving the problem impossible? a. criticism b. stonewalling c. contempt d. defensiveness 70. When is it best to use a competing conflict style? a. when you discover you are wrong b. when there isn’t enough time to seek a win–win outcome c. when the issue is very important d. when the issue is not important enough to negotiate at length 71. Gerry is angry at his partner, Don, so he decides to give him the silent treatment. Which crazymaker is this? a. the beltliner b. the withholder c. the trapper d. the Benedict Arnold 72. Which conflict style is most likely to lead to a few arguments but a large accumulation of resentments, misunderstandings, and other unresolved problems? a. accommodating b. avoiding c. competing d. compromising 73. Bill, a policing supervisor, often flies into a rage and yells at his subordinates. Afterwards, he feels guilty and overcompensates by being extra nice. What is Bill demonstrating? a. a conflict spiral b. a conflict ritual c. aggressive conflict d. non-aggressive conflict 74. Debora and Carl use different conflict styles depending on the situation they are in. What style does this demonstrate? a. complementary b. divergent c. parallel d. symmetrical 75. Maneet is having dinner at a restaurant. When she receives her meal, it is cold. She says nothing because she doesn’t want to upset the server. What conflict style is Maneet engaging in? a. accommodating b. avoiding c. collaborating d. compromising 76. What is a key concern in high-context cultures? a. clarity b. direct speech c. preserving one’s rights d. preserving the other’s face 77. According to research on marriage and conflict, which statement best describes unhappily married couples? a. They use egocentric “I” language too much. b. They disclose too much and don’t appreciate boundaries. c. They confuse empathy and sympathy when communicating. d. They tend to defend themselves rather than being problem-focused.

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Chap 10_4ce_Look 78. To decide which conflict approach to use, which of the following factors are important to consider? a. the other person, your feelings of contempt, your goals b. the relationship, the situation, the other person c. the other person, your feelings of contempt, your goals d. your personality type, your stress level, your goals 79. Which term describes a win–lose conflict style in which the communicator submits to a situation rather than attempting to have his or her needs met? a. accommodating b. avoiding c. collaborating d. competing 80. The baseball team has just won their championship game. The team celebrates at the college bar. They all drink excessively. As everyone is making plans to leave, which involves calling either family or taxi to pick them up, Tom begins to walk to his car. The bar staff stop him and offer to call a taxi and demand his keys. Tom erupts in anger. Which characteristic of a conflict does the bar’s staff action represent? a. perceived incompatible goals b. expressed struggle c. interference from the other party d. perceived scarce resources 81. Which statement best describes conflicts in interpersonal relationships? a. Every relationship has conflict. b. Stable relationships have little or no conflict. c. Conflict shows that a relationship is growing. d. Every relationship with any depth has conflict. 82. What are conflict rituals? a. destructive ways of dealing with conflict b. intentional patterns of behaviour that reduce conflict c. unacknowledged repeating patterns of dealing with conflict d. structured methods for resolving conflict accepted by both parties 83. Sometimes people deliver subtle aggressive messages (involving feelings of resentment, anger, or rage that they aren’t able or willing to express directly) while maintaining the front of respect. What term does psychologist George Bach use for this behaviour? a. crazymaking b. cognitive dissonance c. deception cues d. indirect communication 84. George’s father told him that if he is ever out at a party with his friends and has drank too much alcohol and cannot drive home, he wants George to call him and he would happily pick him up, so that George gets home safely. One night, George calls for a ride, because he drank too much. When his father picks him up, he yells at him for being irresponsible. Which type of fighting dirty does George’s father demonstrate? a. the Benedict Arnold b. the crisis tickler c. the pseudoaccommodators d. the trapper

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Chap 10_4ce_Look 85. Which type of conflict style occurs when both partners use the same tactics? a. relational b. symmetrical c. complementary d. parallel 86. Madison took the survey to gain insight into her conflict strategy. Her answers focused on the following themes: “I argue my case with peers and coworkers to demonstrate the merits of the position, I am very firm in defending my side of an issue, and I uphold my solutions to problems.” What is Madison’s conflict style? a. accommodating b. avoiding c. collaborating d. competing 87. What have studies of different cultures and conflict styles revealed? a. Assertiveness is valued worldwide. b. Assertiveness is undesirable in collectivist cultures. c. Individualistic cultures are less assertive than collective ones. d. North Americans avoid confrontation more than other cultures studied. 88. What is a possible problem with using passive aggression? a. The in-your-face aggression damages the relationship. b. The short-term pain may not be worth the long-term gain. c. The object of your subtle, indirect hint may miss the point. d. It destroys the chance of building any kind of honest relationship. 89. What is the main advantage of using compromise over the win–win conflict style? a. Arriving at a compromise usually takes less time and effort. b. Compromising is a more realistic method of conflict resolution. c. In arriving at a compromise, all of the goals of both parties are satisfied. d. In arriving at a compromise, no substantial sacrifices of goals need to be made. 90. Mr. Lee lives in your neighbourhood. He has a well-known reputation for not compromising in an argument, and he has won every disagreement he has had with other neighbours—and there have been many! You foresee an issue coming up that will put you and Mr. Lee in conflict. According to the text, what conflict style are you least likely to use under these circumstances? a. accommodating b. avoiding c. collaborating d. competing 91. Which of the following is a lose–lose conflict style in which the parties ignore the problem at hand? a. avoiding b. accommodating c. competing d. aggression 92. Which statement describes “crazymakers?” a. people who use disguised forms of aggression b. people who avoid stating what they truly think or feel c. people who use aggressive behaviour without malicious intent d. people who use aggressive behaviour to confuse and disturb others Copyright Cengage Learning. Powered by Cognero.

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Chap 10_4ce_Look 93. Mark and Kim are looking to buy a new home. Mark is an avid golfer, so he wants to live close to a golf course. Kim wants a home on a lake. They decide to buy a less expensive home close to a golf course, as well as a cottage by a lake that they can visit on the weekends. What conflict style did they use? a. accommodating b. avoiding c. collaborating d. compromising 94. Chad says to his wife, “Sure, I’d love to wash the dishes,” and rolls his eyes. Which destructive conflict style is Chad using? a. criticism b. stonewalling c. contempt d. defensiveness 95. Craig asks Heather if she can clean up after herself in the bathroom. Heather agrees but continues to make a mess knowingly. Which crazymaker is this? a. the pseudoaccommodator b. the withholder c. the trapper d. the Benedict Arnold 96. Boris and Olga have been dating for several years. Olga complains that they don’t spend much time together. To avoid Olga’s criticism, Boris spends more time with his friends. What relational conflict style is Boris and Olga using? a. avoidant b. complementary c. parallel d. symmetrical 97. What have complementary and symmetrical conflict styles been shown to produce in marital research? a. a mixture of positive and negative results b. more reconciled marriages following conflicts c. more de-escalatory conflict spirals leading to separation d. a greater percentage of divorces that are settled amicably 98. Margaret needs to talk to Matthew about an issue; however, Matthew pretends to be asleep when she calls. Which crazymaker is this? a. the pseudoaccommodator b. the withholder c. the trapper d. the avoider 99. Sarah is annoyed at Curt so she deliberately leaves dirty dishes around the house because she knows that upsets him. Which crazymaker is this? a. the pseudoaccommodator b. the trivial tyrannizer c. the trapper d. the avoider 100. Lucy and Pete are nursing students selecting their next placement for their course. There is one student position open on the oncology unit, and they both want this placement opportunity. Lucy lets Pete take the position. What conflict style did Lucy demonstrate? a. accommodating b. avoiding c. collaborating d. compromising

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Chap 10_4ce_Look 101. Which of the following is a win–lose approach to a conflict that seeks to resolve it in one’s own way? a. avoiding b. accommodating c. competing d. aggression 102. Which conflict style incorporates a low degree of concern for self and others? a. accommodating b. avoiding c. collaborating d. competing 103. What is valued in low-context cultures? a. avoiding confrontation b. direct speech c. preserving face d. self-restraint 104. What do the avoiding and accommodating conflict styles have in common? a. Both have lose–win outcomes. b. Both have lose–lose outcomes. c. Both take a nonassertive approach. d. Both strengthen relationships. 105. Which behaviour describes the guiltmaker category of crazymakers? a. You slam the cupboard doors because you didn’t get your way. b. You sigh and say, “I guess I can help move the couch. I hope it doesn’t put out my bad back.” c. You drop hints, but don’t come out and say what you want. d. You tell jokes to avoid the situation. 106. Which term refers to a conflict management style that seeks win–win solutions? a. accommodating b. avoiding c. collaborating d. competing 107. Jean-Luc is interviewing at an organization that he really wants to work for. In order to fit into the company’s culture (which reflects a compromising conflict strategy) which of the following statements should Jean-Luc try to express when answering the interview questions? a. I like to investigate issues with others to find mutually acceptable solutions. b. I put forth a middle position to break deadlocks. c. I try to bring everyone’s concerns out into the open so that disputes can be resolved in the best possible manner. d. I try to meet the expectations of others. 108. You and your parents have a pattern of managing disagreements that repeats itself over time. What term refers to this type of situation? a. defensive dance b. personal conflict style c. relational conflict style d. metacommunication style 109. Which conflict style incorporates a high degree of concern for self and a low degree of concern for others? a. accommodating b. avoiding c. collaborating d. competing

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Chap 10_4ce_Look 110. Mayra wants her son Marty to come over for dinner; however, Marty is busy with work. Mayra sighs and says, “Ok, fine. Don’t worry about me; I’ll just eat alone like I do every other night.” Which crazymaker is this? a. the pseudoaccommodator b. the trivial tyrannizer c. the trapper d. the guiltmaker 111. Miguel has recently relocated to Canada. He is struggling with a new language, new customs, and being away from most of his extended family. Additionally, his children are also struggling and repeatedly tell their father that they want to go home. As a result of this stress, he gets into an argument with a colleague at work. What is Miguel struggling with? a. immigrant syndrome b. difference in culture and communication c. dysfunctional conflict d. functional conflict 112. Which type of conflict style occurs when the partners vary from one situation to another? a. relational b. symmetrical c. complementary d. parallel 113. Tyson and Nancy are dating. Tyson wants to go to the movies Saturday night but Nancy wants him to go with her to her best friend’s birthday party that night. Tyson goes to the party to make Nancy happy but is very disappointed to miss the movie. What conflict style did Tyson use? a. accommodating b. avoiding c. collaborating d. compromising 114. Why is win–win negotiation seldom used? a. It requires at least one willing, cooperative party. b. Emotional reactions prevent constructive solutions. c. People are overly familiar with it and don’t take it seriously. d. It can be very time consuming. 115. After a couple completes their very bitter divorce, they realize that most of their money was spent on legal fees. What approach to conflict is this an example of? a. compromise b. lose–lose c. win–lose d. win–win 116. Which communication skill is best suited for describing your problem and needs in the win–win negotiation process? a. assertive message format b. I-language c. metacommunication d. paraphrasing 117. Henry and Anita have been married for five years and have evolved to the point that they feel they are ineffective in arguing to resolve their conflict. According to a study on relationship communication and unhappy couples, which of the following should Henry and Anita try to practise? a. focusing on defending themselves b. paying attention to each other’s nonverbal messages c. criticizing each other d. using evaluative “you” language Copyright Cengage Learning. Powered by Cognero.

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Chap 10_4ce_Look 118. You’re annoyed that your neighbour’s dog always defecates in your yard, so you deposit a collection of the dog’s droppings on your neighbour’s front porch. What conflict style did you demonstrate? a. accommodating b. compromise c. direct aggression d. passive aggression 119. Bethany wants to have a serious conversation with her boyfriend about an issue they are dealing with. Instead of telling Bethany that he doesn’t want to talk, Steve tickles her to distract her. Which crazymaker is this? a. the beltliner b. the joker c. the avoider d. the trivial tyrannizer 120. Which characteristic is found more often in women than men in conflict situations? a. aggressive b. assertive c. demanding d. manipulative 121. In a survey of the views about conflict in college men and women, how were women viewed in comparison to men? a. They were more ego-involved in the conflict. b. They were more interested in the content of the conflict. c. They were more concerned with maintaining the relationship during a conflict. d. They were more concerned with gaining and maintaining power in the conflict. 122. Why can win–win negotiation be considered a positive way of handling conflict? a. It guarantees that your demands will be met. b. It allows for spontaneous expression of feelings. c. It forces one partner to come to see the other’s needs. d. It allows for a clear expression of differences and wants. 123. Nicole and Paula are arguing about the best way to meet the tight deadline at work. Nicole takes a moment to think about why Paula considers her approach to be best. Which constructive conflict skill is Nicole using? a. Identify your problem and unmet needs. b. Describe your problem and needs. c. Consider your partner’s point of view. d. Negotiate a solution. 124. Which term refers to an indirect expression of aggression that occurs when a communicator expresses hostility in an obscure or manipulative way? a. competing b. direct aggression c. passive aggression d. criticism 125. Ivan and Henri used to be good friends. Now they avoid each other and are drifting farther apart. What relational conflict style is this situation an example of? a. complementary b. divergent c. parallel d. symmetrical

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Chap 10_4ce_Look 126. Heather and Lisa are working together on a school project. They both dislike doing presentations. As a result, they both want to do the written portion of the project, and neither wants to present. After much discussion, they decide that Heather will do the presentation and Lisa will do the research and writing. Neither one is pleased with the agreement. What conflict style have they used? a. accommodating b. avoiding c. collaborating d. compromising 127. John and George share a small office at work. John eats really garlicky food. The smell bothers George so much that sometimes he feels like he is going to gag. After some heated discussion, they decide that John will eat in their office only when George is not in the office. What conflict style have Gilles and Sam used? a. accommodation b. compromise c. win–lose d. win–win 128. Bill was kicked off the football team because he possesses qualities that are not supportive of the team’s culture, which promotes competition. What statement did Bill likely express to the coaching staff that led to his dismissal? a. I am very firm in defending my side of an issue. b. I argue with my teammates to demonstrate the merits of the position. c. I accept recommendations from my teammates. d. I uphold my solutions to problems. 129. Which statement best describes a functional conflict in the workplace? a. It avoids divisive issues. b. It minimizes the argument of issues. c. It encourages the argument of issues. d. It focuses more on personalities than issues. 130. Mathew had to stop cutting his grass because his neighbour, Ayesha, was hosting a backyard party. Mathew is frustrated because this is his only day off to take care of his yard work. Ayesha notices this and walks over and informs Mathew that her entire party will be gone within the hour. Which characteristic of a conflict does Ayesha’s action represent? a. perceived incompatible goals b. expressed struggle c. interference from the other party d. perceived scarce resources 131. What is the difference between compromise and the win–win conflict style? a. Arriving at a compromise usually takes more effort. b. In a compromise, both sides must sacrifice some of their goals. c. In a win–win negotiation, both sides get some of their essential goals met. d. A win–win usually takes more effort.

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Chap 10_4ce_Look 132. During the last minute of their soccer game, Joo-Eun bumped Sally who fell on the ground and chipped her tooth. Sally is upset especially because it cost her parents money to repair her tooth. Sally and Joo-Eun have one class together each day and Joo-Eun warmly greets Sally as she always has. Sally is so angry she looks away to ensure no eye contact occurs. Joo-Eun does not realize what took place in the last few minutes of the game. According to the textbook, Sally is “in a fight with herself” because this situation lacks which conflict variable? a. interdependence b. expressed struggle c. interference from the other party d. perceived scarce resources 133. Mohammed and Mary are neighbours. In the spring Mohammed cut down his maple tree, which was very close to their property line. Mohammed’s action has drastically increased the amount of sun exposure on Mary’s shade plants, which have now suffered. Mary is devastated and angry but does not say anything to Mohammed. Mohammed continues to wave and smile at Mary each morning. According to the textbook, Mary is “in a fight with herself” because this situation lacks which conflict variable? a. interdependence b. expressed struggle c. interference from the other party d. perceived scarce resources 134. On Sunday afternoon Jim wants to watch the NBA final game but his girlfriend Mary wants to go to her friend’s birthday party. Jim is very disappointed and annoyed but he goes along with Mary without showing his true feelings. Which statement best describes this situation? a. This is a conflict because there is interference. b. This is a conflict because there are incompatible goals. c. This is not a conflict because there is no expressed struggle. d. This is not a conflict because there is no problem of scarce rewards. 135. What is the value of a “Vesuvius” or an uncontrolled emotional outburst? a. It is sometimes therapeutic when you feel it’s impossible to be rational. b. It is a good first step to solving conflict because it motivates the process. c. It is an effective way of eliminating defensive behaviours by “clearing the air.” d. It is one way to ensure that your partner will listen to you and take your concerns seriously. 136. Ming is originally from South Korea. Because of her cultural background, which behaviour is she likely to engage in when confronted with conflict? a. a heated argument b. a calm discussion about the issue at hand c. dropping hints in order to avoid embarrassing the other person d. avoiding the situation altogether 137. What is the first step in the win–win conflict approach? a. Make a date. b. Identify the unmet problem or need. c. Describe the problem or need. d. Consider the other person’s point of view.

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Chap 10_4ce_Look 138. Which term refers to a criticism or demand that threatens the face of the person at whom it is directed? a. direct competing b. direct aggression c. passive aggression d. passive competing 139. According to a research study in your textbook, conflicts exist during family dinner conversations. Which of the following describes the frequency of conflicts during dinner for the 52 families in this study? a. an average of 1.3 “conflict episodes” per meal b. an average of 2.3 “conflict episodes” per meal c. an average of 3.3 “conflict episodes” per meal d. an average of 4.3 “conflict episodes” per meal 140. Rose, who is known to be a very aggressive person, has just transferred to a history class, and within weeks she begins to bully Alice. Most of the class thinks this behaviour is harmful and unacceptable. Finally, Roberta says to Rose, “You need to stop abusing Alice, or we will report you to the principal.” Which characteristic of a conflict does Roberta’s action represent? a. perceived incompatible goals b. expressed struggle c. interference from the other party d. perceived scarce resources 141. Steve and Tam have been arguing about who will stay late to fill out the policing report that needs to be completed before they can end their workday. Steve says to Tam, “I’ll complete the report this time if you stay late to complete the report the next time this happens.” What constructive conflict skill is Steve using? a. Identify your problem and unmet needs. b. Describe your problem and needs. c. Consider your partner’s point of view. d. Negotiate a solution. Match each of the following conflict styles with its description. a. accommodating b. avoiding c. collaborating d. competing e. compromising 142. Shows low concern for oneself and the other party. 143. Considered a win–lose approach, which shows high concern for one’s opponent. 144. The use of power distinguishes this approach. 145. Used to achieve win–win outcomes. 146. Both parties lose something but are not entirely disappointed.

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Chap 10_4ce_Look Match each of the following crazymakers with its description. a. joker b. withholder c. gunnysacker d. trivial tyrannizer e. trapper 147. This person asks for something in a conflict and then attacks his partner for the very thing he requested that she do. 148. This person does things that she knows really annoys her partner instead of honestly sharing her resentments. 149. This person makes a collection of his resentments and then pours all the pent-up hostilities out at once. 150. This person withdraws affection, help, or favours to punish her partner instead of expressing her anger directly. 151. This person uses humour to disguise aggressive feelings. Match the descriptions of styles below with the terms they best describe. a. complementary b. parallel c. symmetrical 152. Different conflict styles are used. 153. Partners use the same conflict styles. 154. One partner exercises control and the other is willing to go along. Match each of the following crazymakers with its description. a. mind reader b. crisis tickler c. guiltmaker d. pseudoaccommodator e. avoider 155. When this person’s partner brings up a problem, she pretends to be busy with the laundry. 156. This person pretends to give in and then continues to act in the same way. 157. This person handles conflict by trying to make her partner feel responsible for causing her discomfort. 158. This person almost brings what’s bothering him to the surface, but never quite comes out and expresses himself. 159. Instead of expressing her feelings honestly, this person explains what her partner “really” means or what’s “really wrong.” 160. Pick the two crazymakers you use most often. For each, describe the circumstances, in which the crazymaker is used, the function which the crazymaker serves, the consequences of using the crazymaker, and any alternative behaviour which would be more constructive.

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Chap 10_4ce_Look 161. Describe functional and dysfunctional conflict in the workplace and provide an example for each.

162. Explain a current conflict you are having with a friend or loved one. Apply the win–win method to arrive at a solution using all six steps as though you were speaking to your partner.

163. Identify a long-time relationship you have with a friend or family member. Examine the communication in this relationship in terms of relational conflict styles and conflict rituals.

164. Describe direct aggression and passive aggression and provide an example for each.

165. Using a personal example, explain how conflict is natural and can be beneficial.

166. Which conflict style do you most commonly use? Give two detailed examples from your interactions that illustrate this style. Using ideas from the text, what are the strengths and weaknesses of this style?

167. How do gender and culture influence the way people manage conflict?

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Chap 10_4ce_Look 168. Win–win approaches are the preferable method to resolve conflict; however, there are times when other methods are more appropriate. What factors come into play when deciding which conflict resolution method to employ?

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Chap 10_4ce_Look Answer Key 1. True 2. False 3. True 4. True 5. True 6. True 7. False 8. True 9. True 10. False 11. True 12. True 13. True 14. True 15. False 16. True 17. False 18. True 19. False 20. True 21. True 22. False 23. False 24. True 25. False 26. False

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Chap 10_4ce_Look 27. True 28. True 29. False 30. True 31. True 32. False 33. True 34. True 35. False 36. True 37. False 38. True 39. False 40. False 41. True 42. False 43. True 44. False 45. False 46. False 47. True 48. False 49. True 50. False 51. True 52. b 53. b 54. a Copyright Cengage Learning. Powered by Cognero.

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Chap 10_4ce_Look 55. a 56. c 57. c 58. a 59. c 60. a 61. d 62. a 63. a 64. c 65. c 66. a 67. a 68. d 69. b 70. d 71. b 72. b 73. b 74. c 75. b 76. d 77. d 78. b 79. a 80. c 81. d 82. c Copyright Cengage Learning. Powered by Cognero.

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Chap 10_4ce_Look 83. a 84. d 85. b 86. d 87. b 88. d 89. a 90. c 91. a 92. a 93. d 94. c 95. a 96. b 97. a 98. d 99. b 100. a 101. c 102. b 103. b 104. c 105. b 106. c 107. b 108. c 109. d 110. d Copyright Cengage Learning. Powered by Cognero.

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Chap 10_4ce_Look 111. a 112. d 113. a 114. b 115. b 116. a 117. b 118. d 119. b 120. b 121. c 122. d 123. c 124. c 125. d 126. d 127. b 128. c 129. c 130. a 131. b 132. b 133. b 134. c 135. a 136. c 137. b

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Chap 10_4ce_Look 138. b 139. c 140. c 141. d 142. b 143. a 144. d 145. c 146. e 147. e 148. d 149. c 150. b 151. a 152. b 153. c 154. a 155. e 156. d 157. c 158. b 159. a 160. Answers will vary. 161. Answers will vary 162. Answers will vary. 163. Answers will vary. 164. Answers will vary 165. Answers will vary Copyright Cengage Learning. Powered by Cognero.

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Chap 10_4ce_Look 166. Answers will vary. 167. Answers will vary 168. Answers will vary

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