MGMT Exam 2
When in doubt regarding the clarity of your written or spoken message, the recommended course of action to follow is:
"keep it smart and short"
Semantic barriers to communication involve _____
A poor choice or use of words and mixed messages
During a conflict situation Kyle is cooperative but unassertive with his employees. He tries to smooth over their differences but it only produces a false sense of harmony among them. Which type of conflict management style is Kyle using?
Accommodation
When issues are more important to others than to yourself or when you want to build "credits" for use in late disagreements _____ may be used
Accommodation
Which type of conflict management involves being cooperative and unassertive? This style is characterized by letting the wishes of others rule, and smoothing over or overlooking differences to maintain harmony
Accommodation
The mum effect can occur for all of the following reasons EXCEPT:
An employee's desire to speak out at meetings
In a business class where team members are arguing over content choices for a PowerPoint presentation, it might help to remind everyone that the goal is to impress the instructor and get an "A" for the presentations an that this is only possible is everyone contributes their best. This is an example of which indirect conflict management strategy?
Appeals to Common Goals
If you are in a situation to make a choice between a valued promotion in your company or a desirable new job with another firm, you would be facing which type of conflict?
Approach-Approach
An example of _____ is being offered a higher paying job whose responsibilities entail unwanted demands on one's personal time
Approach-Avoidance Conflict
What occurs when a formal authority simply dictates a solution and specifies what is gained and what is lost by whom?
Authoritative Command
Which of the following is not a common cause of conflict in organizations?
Authoritative Command
Suppose that a manager responds to a disagreement between subordinates by saying: "I don't want to get in the middle of your personal disputes." This manager is using which conflict management style?
Avoidance
Being asked to accept a job transfer to another town in an undesirable location or to have one's employment with an organization terminated is an example _____ conflict
Avoidance-Avoidance
Grapevines have the advantage of _____
Being able to transmit information quickly and efficiently
The art of impression management during interviews requires careful attention to _____
Both verbal and nonverbal aspects of communication
Which of these indicates the capacity of a channel to convey information?
Channel Richness
The _____ conflict management style involves being both cooperative and assertive. This style is characterized by trying to fully satisfy everyone's concerns by working through differences and finding and solving problems so that everyone gains
Collaboration
When dealing with conflict situations in her department, Morgan emphasizes cooperation and assertiveness. Differences are worked through together so that everybody's concerns are addressed and everyone gains something in the end. Which conflict management style does Morgan use?
Collaboration
Which conflict management style involves being uncooperative and assertive? This style is characterized by working against the wishes of the other party, engaging in win-lose competition, and/or foreign things to a favorable conclusion through the exercise of authority
Competition
Which of the following establishes the conditions from which conflicts are likely to develop?
Conflict Antecedents
The _____ process begins with a good understanding of the cause of conflict and recognition of the stage to which conflict has developed
Conflict Resolution
Potential communication barriers come from all of the following EXCEPT:
Cultural Similarities
To be successful in today's business world you must be _____
Culturally Aware
Which of the following is not a type of communication channel?
Decoding
All of the following are examples of interorganizational conflict EXCEPT
Disagreements with members of another work team
Which of these is NOT an example of a one-way communication?
Discussion Boards
_____ negotiation focuses on positions staked out or declared by the parties involved who are each trying to claim certain portions of the available pie
Distributive
When people are unclear about how their objectives or those of their tams fit with those being pursued by others, or when their objectives directly compete in a win-lose fashion, which of the following may be the cause cause of conflict?
Domain Ambiguities
If John and Jose are not able to recognize and respect cultural differences, they may contribute to the emergence of which type of conflict?
Dysfunctional Conflict
Which type of conflict diverts energies, hurts group cohesion, promotes interpersonal hostilities, and overall creates a negative environment for workers?
Dysfunctional Conflict
_____ negotiation occurs when substance issues are resolved and working relationships are maintained or even improved
Effective
Samantha stated that she does not like her coworker, Mary. Samantha said, "Mary always rubs me the wrong way." Samantha is experiencing _____ conflict with Mary
Emotional
All of the following are considered levels of conflict EXCEPT
Emotional Conflict
Which of the following involves the interpersonal difficulties that arise over feelings of anger, mistrust, dislike, fear, resentment, and the like?
Emotional Conflict
Two persons continually in disagreement over each other's work attire is an example of _____
Emotional Interpersonal Conflict
The negotiating pitfall of _____ occur when people become committed to their demands and are reluctant to back down once the demands have been stated
Escalating Commitment
Which of these is the tendency to believe one's culture and its values are superior to those of others?
Ethnocentrism
_____ is often accompanied by an unwillingness to try to understand alternative points of view
Ethnocentrism
Members of high-context cultures use all of the following to convey their messages EXCEPT:
Explicit words for the majority of the message
Which of these represent the richest channel?
Face to Face
_____ is a type of conflict that is experienced as tension and motivates a person to take action to reduce feelings of discomfort
Felt Conflict
Because communication is frequently biased when flowing upward, subordinates may do which of the following?
Filter information and tell their superiors only what they think the boss wants to hear
John dislikes his co-worker, Dylan. Dylan must miss the morning staff meeting as he has other work-related responsibilities to complete at this time. It is John's responsibility to fill Dylan in on what happened at the meeting. Many times John decides to leave out critical details or pointers that may help Dylan be more successful in getting things done. John is engaging in which communication barrier?
Filtering
Downward communication does all of the following EXCEPT:
Filters messages from employees to supervisors
_____ channels follow the chain of command established by an organization's hierarchy of authority
Formal
Which of the following is not considered a benefit of functional conflict?
Functional conflict can decrease the amount of information used for decision making
Which of the following statements about cross-cultural communication is NOT accurate?
Gestures mean basically the same thing in various cultures of the world
Which of these transfers information through networks of friendships and acquaintances?
Grapevine
The type of negotiation that takes place when each party holds out to get its own way is called _____ negotiation
Hard Distributive
Which type of conflict commonly involves goal incompatibilities, resources scarcities, or purely interpersonal factors?
Hierarchical Conflicts
Which type of conflict occurs between persons or groups at the same hierarchical level?
Horizontal Conflict
Which of the following is an incorrect statement about the role of language in cross-cultural communication?
In low-context cultures, the message is rarely conveyed by the words someone uses, with greater emphasis on the "context" in which the words are spoken
_____ channels help to create open communications in organizations and ensure that the right people are in contact with one another
Informal
All of the following statements about information channels are correct EXCEPT:
Informal channels adhere to an organization's hierarchy of authority
Which type of negotiation focuses on the merits of the issues, and the parties involved try to enlarge the available pie rather than stake claims to certain portions of it?
Integrative
Conflict between functional departments such as operations and finance is a common example of _____
Intergroup Conflict
Use of cross-functional teams and task forces is one way of trying to minimize _____ and promote more creative and efficient operations
Intergroup Conflict
Continuing battles between U.S. businesses and their global rivals such as Ford versus Hyundai and AT&T versus Verizon are examples of which of the following?
Interorganizational Conflict
Which of the following most commonly occurs in the context of the competition and rivalry that characterize firms operating the same markets?
Interorganizational Conflict
The popular KISS principle of communication stands for _____
Keep It Short and Simple
The difficulties with cross-cultural communication are perhaps most obvious in respect to _____ differences
Language
The flow of messages at the same levels across organizations is known as _____
Lateral Communication
_____ work well for more routine and straightforward messages, such as announcing the location of a previously scheduled meeting
Leaner Channels
_____ culture are very explicit in using the spoken and written word
Low-Context
Which of the following statements regarding conflicts in INCORRECT?
Managers and team leaders should always avoid conflict since it creates a negative environment and destructive performance results
_____ is when conflict is expressed openly in behavior
Manifest Conflict
In _____, a neutral third party tries to engage the parties in a negotiated solution through persuasion and rational argument
Mediation
Which of these refers to anything that interferes with the effectiveness of communication
Noise
Because of their efficiency, _____ are frequently used in work settings
One-way communications
As a new CEO of ABC Manufacturing, Susan is interested in opening lateral communication among different departments at ABC. The biggest barrier to this lateral communication for Susan is _____
Organizational Silos
When units at MNO International are isolated from one another by strong departmental or divisional lines, it refers to
Organizational Silos
When negotiators believe that their positions are the only correct ones, the negotiation pitfall of _____ occurs
Overconfidence
Jason has always believed that the ways of his culture are the only ways of doing things. Jason is suffering from which of these?
Parochialism
In the context of the stages of conflict, when the antecedent conditions become the basis for substantive or emotional difference between people or groups, the stage of _____ exists
Perceived Conflict
The abilities of union members and management representatives to work together effectively after a contract dispute has been settled reflects which of these goals?
Relationship
_____ goals deal with outcomes that relate to how well people involved in the negotiation and any constituencies they may represent are able to work with one another once the process in concluded
Relationship
All of the following statements are true with respect to two-way communication EXCEPT:
Research indicates that two-way communication is often less effective than one-way communication
When messages get more complex and open-ended, _____ are necessary to achieve effective communication
Richer Channels
_____ conflicts occur when the communication of task expectations is unclear or upsetting in some way, such as a team member receiving different expectations from the leader and other members
Role Ambiguity
_____ occurs when individuals block out information or only hear things that match preconceived notions
Selective Listening
Which of the following represent the two sides of the communication process?
Sending a message; Receiving a message
Which type of negotiation takes place when one party is willing to make concessions to the other to get things over with
Soft Distributive Negotiation
_____ differences in organizations create potential communication barriers between persons of higher and lower ranks
Status
The dollar amount of a wage agreement in a collective bargaining situation is an example of a(n) _____ goal
Substance
_____ goals deal with outcomes that relate to the "content" issues under negotiation
Substance
Which of these are the two important goals must be considered in negotiation?
Substance goals and Relationship goals
Conflict as it is experienced in the daily workplace involves at least two basic forms, _____ and _____
Substantive Conflict and Emotional Conflict
Two persons debating each other aggressively on the merits of two different proposed advertising campaigns is an example of _____
Substantive Interpersonal Conflict
Gaining truly integrative agreements rests on which set of factors?
Supportive attitudes, constructive behaviors, and good information
A superficial and often temporary form of conflict resolution that leaves the situation open to future conflict over similar issues is known as _____
Suppression
Because of a(n) _____ problem, negotiations can break down, wherein the parties don't really talk to one another, at least not in the sense of making themselves truly understood
Telling
Which of the following statements is accurate?
The United States is a low-context culture
All of the following are important behavioral foundations for gaining integrative agreements EXCEPT:
The ability to focus on positions rather than interests
The tendency in negotiations to stake out your position based on the assumption that in order to gain your way, something must be subtracted from the other party's way is known as
The myth of the fixed pie
All of the following are true of the study by Detert and Burris on leadership behaviors EXCEPT:
Transformational leader behaviors are enough to signal openness
The primary disadvantage of grapevines, is it _____
Transmits incorrect or untimely information
In comparing two-way communication with one-way communication, research indicates that
Two-way communication is more accurate
_____ communication is more costly and time consuming than _____
Two-way; One-way
Which for the following countries is a low-context culture?
United States
_____ conflict commonly involves supervisor-subordinate disagreements over resources, goals, deadlines, or performance results
Vertical
