Zeus Industries sells satellite television systems. Recently, the company invested heavily in one of the many new technologies available. Employees tell senior management that this investment was the right choice, but sales keep decreasing. Some sales employees have also given incorrect information to suppliers, even though the company has held numerous intensive training sessions to keep sales personnel apprised of changes in the industry. The company has also received low customer service ratings from recent consumer surveys. These surveys indicate that customers are frustrated with the specialized technical knowledge necessary to operate their satellite systems. Which of the following best characterizes the communication problems occurring between employees and senior management?
A) filtering
B) sabotage
C) communication apprehension
D) information overload
E) selective perception

Question

Quizplus · Accepted Answer

The employees are filtering their communication with senior management by only reporting positive feedback about the new technology investment and not addressing the issue of decreasing sales and poor customer service ratings. Additionally, the sales employees may be filtering the information they give to suppliers, leading to incorrect information being passed along.

Zeus Industries Sells Satellite Television Systems