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 problem occurring between employees and senior management?
A) filtering
B) sabotage
C) communication apprehension
D) information overload
E) selective perception

Question

Quizplus · Accepted Answer

A) Filtering refers to a sender's purposely manipulating information so the receiver will see it more favorably. A manager who tells his boss what he feels the boss wants to hear is filtering information. In this example the company is filtering the information that reaches management.

Zeus Industries Sells Satellite Television Systems