Management chapter 3

STATE

(1) Share their facts, (2) Tell their story, (3) Ask for others' facts and stories, (4) Talk tentatively, and (5) Encourage testing

Devil's advocacy and the dialectic method are two programmed conflict techniques

...

ADR techniques

: facilitation, conciliation, peer review, ombudsman, mediation, and arbitration

In ________, the negotiating parties cooperatively develop multiple-deal packages while building a productive long-term relationship.

Added-value negotiation

The benefit of ________ is that it uses faster, more user-friendly methods of dispute resolution, instead of traditional, adversarial approaches, such as unilateral decision making or litigation.

Alternative dispute resolution (ADR)

Positive practices that escalate positive outcomes because of their association with positive emotions and social capital are having an _______ effect.

Amplifying

Larry and Roger wanted to buy office furniture for the new location of their advertising firm. They discussed their needs. Larry said that he needed plastic furniture and Roger stated that he needed wooden shelves. They also discussed how many chairs, tables, shelves, and other kinds of furniture would be required. Which of the following steps of added-value negotiation is described in this situation?

Clarify interests

Leanne is promoted to manager of XYX furniture store. George also applied for the position. He confronts Leanne, claiming that she is undeserving of the position and only got it because she was a woman. Leanne explains that she has 10 years of previous experience in other stores. Leanne is exhibiting _________.

Compassion

Conflict

Conflict occurs when one party perceives that its interests are being opposed or negatively affected by another party

A study conducted in two prisons showed that the more contact white inmates experienced with African American inmates, the more positive their attitudes toward the African American inmates became. This is an example of the ________ hypothesis.

Contact Hypothesis

Which of the following is NOT a step of the TED protocol for effective presentations?

Control your stress

________ occurs when people perceive that they are being attacked or threatened.

Defensiveness

cyberloafing

Despite the many benefits of social media, it can result in lost productivity due

Jim is head of the marketing department and must decide how to allocate a fixed amount of funds. There are two top projects that Jim believes hold the most promise. Recently, the majority of funds have been allocated to Project A, but Jim wonders if it is time to provide Project B with a larger share of the money. Jim decides to assign a particular individual, Clara, to thoroughly criticize the proposal for Project B, looking for every possible flaw. Which technique is Jim using to help him make a better decision?

Devil's Advocacy

Meryl wants to buy a used car, and she can spend $4,000. She meets up with Sandy who wants $4,750 for her 2008 Toyota. Meryl can't go any higher. This is an example of _________ negotiation.

Distributive

_________ is the process of translating thoughts into a code or language that can be understood by others.

Encoding

If a manager wants to reduce the chances of an employee becoming defensive, he/she should ________

Exhibit empathy

Roger manages both Bill and Nancy. They are in an argument about who should handle a particular job. Roger encourages them to deal directly with each other in a positive and constructive manner. Roger is acting as a(n)

Facilitator

Jamil is a new member of a group that evaluates student activities on campus. He wants to focus on bringing more foreign students into the mainstream activities. The president of the group seems to have her own ideas and virtually everyone supports her. When Jamil opposes one of her suggestions, everyone looks uncomfortable. This is an example of a psychological safety climate.

False

Light tactics of conflict include making threats; heavy tactics include violence.

False

Listening effectiveness is positively associated with customer satisfaction but negatively related to employee job satisfaction.

False

Organizations should work to discourage positive deviance in the workplace.

False

To achieve a climate encouraging positive OB, an organization must foster a specific set of organizational values, organizational practices, and transformational leadership.

False

Work-family conflicts can be social or emotional.

False

Susan, a management major, is taking an overload of classes this term. On a team project in one of her classes, one of her teammates sees how busy she is and does the final proofreading of the team project for her. Susan is most likely feeling ______?

Gratitude

People with high levels of positive psychological capital tend to display ______

Hope, efficacy, resilience, and optimism

Which of the following is TRUE about balancing positive and negative emotions?

Ideally, we should try to have more positive experiences than negative

Mark, the business head of a firm, wanted to give New Year's gifts to his employees. He discussed this with his employees and decided to give leather computer bags. Mark stated that he did not want to give cheap bags, while a few employees said that they did not want exorbitantly priced designer name bags. Identify the step of added-value negotiation used in this situation.

Identify options

Which of the following is a tip for more effective PowerPoint presentations?

Include questions on slides

14. John received a poor performance evaluation from his boss. On the weekend, he talks with his neighbor Faisal about his situation. Faisal asks him questions about his work and the evaluation, and as a result John develops a plan of action for improving his productivity. Faisal has provided ___________

Informational Support

When issues are complex, better solutions are needed, commitment is needed, and time is available, the ________ conflict handling style is appropriate.

Integrating

Manash pays attention in his management class, where the professor has entertaining visual aids. At times, he makes good eye contact with the professor, and occasionally raises his hand to ask questions. On other days, he is quiet and his eyes are on his notebook. He is exhibiting the ________ style of listening.

Involved

Why is it critical for managers to develop policies and procedures governing the appropriate use of social media?

It can create many legal, financial, and personnel risks.

Dylan and Jack are playing a game of chess. Jack wins, and then he touches Dylan on the shoulder and says "good game." What does this communicate.

Jack likes Dylan

meaningfulness

Meaningfulness is belonging to and serving something that you believe is bigger than the self.

Neil is attending a job fair. He knows that there is a lot of competition for these positions and wants to stand out. Neil practices his greeting and "elevator" pitch in front of a mirror. He brings copies of his resume and business cards. On each card, he notes his blog site address. On the blog, he has comments on several recent articles about new technologies in this field. Neil is maximizing __________

Media Richness

A neutral and trained third party can guide others to find innovative solutions to conflict. To ensure neutrality, most organizations hired ADR qualified outsiders. In this case, a(n) _________ is one who does not render a decision. Rather, it is up to the parties to the conflict to reach a mutually acceptable decision.

Mediator

_______ is a key input to positivity from person factors.

Mindfulness

Chris just finished a calculus test. Afterward, he walked all the way across campus without being aware of anything or anyone he passed. Chris is being _________

Mindless

In which way do employees waste time on social media?

Online Shopping

_________ is defined as employees' perceptions of formal and informal organizational policies, practices, procedures and routines.

Organizational Climate

Which of the following statements about conflict is TRUE?

Organizations can suffer from too little conflict

Two supervisors, Justin and Sean, are given instructions to trim their group size by two people. Justin's personality tends to favor people. He is generally more sensitive to people, and is a thoughtful supervisor. Sean is just the opposite. He is more concerned with group production, and considers people's feelings secondary to the work. Hence their approaches in trimming their teams are different. They can't see each other's point of view and leave the discussion thinking ill of each other. Which of the following types of conflict are Justin and Sean experiencing?

Personality Conflict

Which of the following statements about incivility at work is false?

Personality is highly unlikely to be a source of incivility

organizational climate

Positive OB needs the right environment with respect to organizational culture

Juan finished the special report for the vice president of marketing. He spent many extra hours compiling this report and knows it has excellent quality. ______ is the emotion Juan is most likely experiencing.

Pride

_________ is not one of the components of well-being

Productivity

Self-efficacy is a component of

Psychological capital

The perceptual model of communication depicts communication as a process in which

Receivers create meaning in their own minds

Imelda's life is difficult right now. Her husband and she recently decided to divorce and she is now a single parent of two pre-teenagers. They are good kids, but it is difficult taking care of them and managing her full-time job as a middle manager. Imelda has started taking work home at night and finishing projects at night after her children are in bed. Imelda is likely exhibiting _________

Resilience

During a class lecture, Mike finds himself thinking about an argument he had last night with his girlfriend, Mike is displaying _________

Rumination

Joseph wants Taylor to pick up some snacks to bring to a meeting. In this case, Joseph is the _________ (the person wanting to communicate information), and Taylor is the _______ (the person, group, or organization for whom the message is intended)

Sender, Reciever

Which of the following is NOT an element of an effective social media policy?

Stay away from defining what is considered illegal.

What is the contact hypothesis? What has research shown about this idea? Do you think this is a useful philosophy?

The contact hypothesis states that the more members of different groups interact, the less conflict there will be. Research has shown this idea to be limited. I believe that there could be truth to this philosophy. It makes sense that the more time you

. People have individual styles for handling negative conflict

These styles include integrating, obliging, dominating, avoiding and compromising

signature strengths

Those character strengths that are most essential to who we are

intergroup conflict

Too much group cohesiveness can lead to in-group thinking, which can in turn lead to intergroup conflict

Employees who flourish report less stress and more organizational commitment and job satisfaction. They perform better, and are absent less than employees who don't flourish.

True

Every management function and activity involves some form of direct or indirect communication.

True

Positive emotions broaden your mindset and open you to consider alternatives when trying to solve a problem, as well as help you build social relationships.

True

Recent research has shown that employees use of social media is related to increased job satisfaction, performance, and retention.

True

The best thing a manager can do to create functional conflict is to urge coworkers to hunker down and slog through, to simply persist.

True

The four factors of media richness include Feedback, channel, type, and language source.

True

Well-being is the combined impact of positive emotions, engagement, relationships, meaning, and achievement, pursued for their own sake.

True

Which of the following is NOT a factor in media richness?

Whether a medium involves electronic methods

Teddy is a project manager at a consulting firm. He travels a lot and works very long hours. When he's home, he is always checking e-mail. He has a three-year-old son and a brand-new daughter, and his wife is upset that he doesn't help more. He is experiencing

Work-Family conflict

In negotiation, the ZOPA is the _______. Remember that nonverbal communications also help convey your emotions during negotiations.

Zone of possible agreement

4 types of listening styles

active, involved, passive, and detached

state of flow

are completely involved in an activity for its own sake

Two forms of intergroup conflict

are conflict states and conflict processes

Optimists

are people who view successes as due to their personal, permanent, and pervasive causes, and negative events as due to external, temporary, and situation-specific ones

organizational practices

are procedures, policies, practices, routines, and rules that organizations use to get things done.

Communication

as the exchange of information between a sender and a receiver, and the inference of meaning between the individuals.

mindfulness

awareness that emerges through paying attention on purpose

doing well

being profitable and performing at a high level

Conflict escalation

characterized by a change in tactics, an increase in the number of issues, and an increase in the number of parties involved.

perceptual model of communication

depicts communication as a process in which receivers create meaning within their own minds.

social media policies

describe the who, how, when, for what purposes, and consequences for noncompliance of social media usage

Younger employees also are more likely to use the internet and social media to accomplish their tasks. This is an example of the ____________ that represent the key issue when considering communication across generations.

expectations and norms

media

face-to-face conversations and meetings, telephone calls, charts and graphs, and digital forms of communication

Positive Organizational behavior (POB)

focuses on positive human characteristics that can be measured, developed, and effectively managed for performance improvement

dysfunctional conflict

hinders organizational performance

HERO

hope, efficacy, resilience, optimism

Postivity effect

how all living systems are attracted towards a life fo giving, positive energy, and away from depleting, negative energy.

crucial conversation

is a discussion between two or more people where (1) the stakes are high, (2) opinions vary, and (3) emotions run strong

Nondefensive communication

is another communication skill that affects communication competence

Incivility

is any form of socially harmful behavior, such as aggression, interpersonal deviance, social undermining, interactional injustice, harassment, abusive supervision, and bullying.

Noise

is anything that interferes with the transmission and understanding of a message. Media richness is the capacity of a given communication medium to convey

Nonverbal communication

is communication without words.

Negotiation

is give-and-take decision making involving two or more parties with different preferences

Personality conflict

is interpersonal opposition based on personal dislike and/or disagreement`

Social support

is the amount of perceived helpfulness derived from social relationships.

Media richness

is the capacity of a given communication medium to convey information and promote understanding

Resilience

is the capacity to consistently bounce back from adversity and to sustain oneself in the face of the demands of positive events

well-being

is the combined impact of five elements—positive emotions, engagement, relationships, meaning, and achievement, referred to by the acronym PERMA

Flourishing

is the extent to which our lives contain PERMA

sender

is the person wanting to communicate information—the message

Decoding

is the receiver's version of encoding and consists of translating aspects of a message into a form that can be interpreted

Virtuous leadership

is to help individuals, groups, and organizations to elevate, enrich, and flourish

Crowdsourcing

is when companies invite non-employees to contribute to particular goals and manage the process via the Internet

positive psychological capital

is when people have high levels of hope, efficacy, resilience, and optimism, referred to as HERO

Defensiveness

is when people perceive that they are being attacked or threatened, feelings which can lead to defensiveness in the other party

doing good

making the wellbeing of others a priority

. The STATE technique

method for facing crucial conversations and handling them well

Work-family conflict

occurs when the demands or pressures from work and family domains are mutually incompatible

Feedback

occurs when the receiver expresses a reaction to the sender's message

psychologically safe climate

people are more likely to speak up and present their ideas, and are less likely to take disagreements personally

receiver

person, group, or organization for whom the message is intended

Kerry's manager asks her to head up a team reviewing office protocols. Kerry is in a great mood, having received a substantial bonus last week. This indicates that _________ experiences lead us to be more responsive to positive information.

positive

Prosocial

positive acts performed without expecting anything in return

PERMA

positive emotions, engagement, relationships, meaning, and achievement

amplifying effect

positive practices have an amplifying or escalating effect on positive outcomes because of their association with positive emotions and social capital

Programmed conflict

raises different opinions regardless of the personal feelings of the managers

buffer

reducing the impact of negative events and stressors by enhancing what is called physiological capital

Linguistic style

refers to a person's typical speaking pattern

Social media

refers to the use of web-based and mobile technologies to generate interactive dialogue with members of a network

Communication competence

reflects your ability to effectively communicate with others

organizational values

represent the ideals that are endorsed, shared, and supported by the organization as a whole. Global values that are essential for promoting POB include restorative justice, compassion, and temperance

Efficacy

represents your confidence in your ability to do something

Listening

requires cognitive attention and information processing

Functional conflict

serves the organization's interests

mindlessness

state of reduced attention, and it is associated with lower task performance

postitive deviance

successful performance that dramatically exceeds the norm in a positive direction

contact hypothesis

suggests that the more members of different groups interact, the less intergroup conflict they will experience

. Encoding

translates mental thoughts into a language that can be understood by others

attention deficit hyperactivity disorder

two key inhibitors of mindfulness

Alternative dispute resolution (ADR)

uses faster, more user-friendly methods of dispute resolution, instead of traditional, adversarial approaches used for resolving disputes

waypower

when they can see one or more alternative paths to achieve their goal, even when faced with adversity

willpower

when they have a goal and the determination to achieve it

integrative

where a host of interests are considered, resulting in an agreement that is satisfactory for both parties

empathy

which is the ability to recognize and understand another person's feelings and thoughts

zone of possible agreement

which reflects the range of possible outcomes you are willing to accept.

distributive

which usually involves a single issue in which one person gains at the expense of the other

2 components of hope

willpower and waypower