Itina Global Solutions Recently Received a New Service Request from a Client

question 22

Multiple Choice

Itina Global Solutions recently received a new service request from a client. To execute this request, the managing director of the company sends out an email to all employees that contains details of the work that needs to be accomplished. In the context of formal communication channels, this scenario illustrates _____.

• A) downward communication
• B) upward communication
• C) horizontal communication
• D) lateral communication

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Definitions:

Cognitive Dissonance

The mental discomfort experienced by a person who holds two or more contradictory beliefs, ideas, or values at the same time, leading to an alteration in one of the attitudes, beliefs, or behaviors to reduce the discomfort and restore balance.

Competitive Inertia

A situation where a company continues with its current strategies because it has historically been successful, even when those strategies become less effective.

Affect

A term referring to the experience of feeling or emotion in psychology.

ABC Model

A framework in cognitive behavioral therapy that outlines the relationship between an activating event, beliefs, and consequences.