Chapter 18: Communication and Collaboration

Maria is very angry with Da Chun, her boss, because Da Chun would not approve her leave request. Maria dislikes Da Chun and often gets into arguments with her. In this scenario, Maria and Da Chun are likely to be involved in a(n) _____. A. emotional conflict B. functional conflict C. dysfunctional conflict D. lose-lose conflict E. substantive conflict

A

What is the structural solution to managing conflict when people just can't seem to appreciate one another's points of view? A. Appealing to higher-level goals B. Making more resources available to everyone C. Altering the physical environment D. Changing reward systems E. Using integrating devices

A

Which of the following is an example of an evaluative feedback? A. "You never complete your projects on time and always come to office late." B. "You were 40 minutes late for today's meeting and missed a lot of the context of our discussion." C. "You missed the deadline for the first time; you need to let me know if you need help." D. "You are working on too many projects, you should delegate some work to others." E. "You're coming late to meetings; you might be spreading yourself too thin and have trouble meeting your obligations."

A

Which of the following is a spoken channel of communication? A. Memo B. Online conferences C. E-mail D. Post-it E. Text messages

B

Which of the following statements is true of the role of culture in negotiations? A. Negotiators from a high-context culture are used to getting information through direct questions and answers. B. Negotiators from a low-context culture tend to communicate indirectly. C. Negotiators from a low-context culture tend to use nondeclarative language. D. Negotiators from a low-context culture tend to use nonverbal signals. E. Negotiators from a high-context culture avoid hard-and-fast position statements.

E

_____ in a negotiation is defined as the space between one party's minimum reservation point and the other party's maximum reservation point. A. Proxemics B. The arena of indifference C. Glass ceiling D. Mixed message space E. The bargaining zone

E

_____ involves working through conflict differences and solving problems so everyone wins. A. Compromise B. Competition C. Smoothing D. Avoiding E. Collaboration

E

Mark asks his colleague Steve, "Don't you think politicians should be elected solely based on merits?" Steve responds, "It seems to you that they should, I take it?" This is an example of _____. A. communication transparency B. active listening C. a mixed message D. information filtering E. communication noise

B

Which of the following is an example of physical distractions in communication? A. Mixed messages B. Lack of privacy C. Loss of meaning through translation D. Language barrier E. Information filtering

B

Which of the following statements is true of conflict? A. Positive performance results from very little conflict. B. Moderate levels of conflict are constructive. C. Functional conflict leads to negative performance. D. Absent of conflict leads to higher creativity. E. Dysfunctional conflict leads to positive performance.

B

A manager who is cooperative and assertive, and is trying to fully satisfy everyone's concerns by working through their differences, is an adherent of the _____ approach to conflict management. A. competition B. compromise C. collaboration D. avoidance E. accommodation

C

A(n) _____ is a neutral third party who issues a binding decision to resolve a dispute. A. mediator B. bargainer C. arbitrator D. avoider E. accommodator

C

_____ is the desire to satisfy another party's needs and concerns. A. Ethnocentrism B. Egocentricity C. Cooperativeness D. Individuality E. Assertiveness

C

_____ is the process of helping the source of a message say what he or she really means. A. Communication transparency B. Information filtering C. Active listening D. Proxemics E. Open book management

C

Which of the following is an integrating device used to help manage conflicts between groups? A. Transferring one or more of the conflicting parties B. Rearranging facilities, work space, or workflows C. Changing reward systems D. Making more resources available to everyone E. Setting up cross-functional teams

E

Which of the following statements is true of communication channels? A. Face-to-face meetings are most acceptable for simple messages that are easy to convey. B. A simple e-mail works best for messages that are complex and difficult to convey. C. Where immediate feedback to the sender is valuable, written channels should be used. D. Spoken channels are less personal and less likely to be perceived as supportive. E. Written channels are useful when it is important to document information or directives.

E

_____ is the desire to satisfy one's own needs and concerns. A. Altruism B. Cooperativeness C. Accommodation D. Earnestness E. Assertiveness

E

Which of the following statements is true of managing conflicts? A. When managed well, conflicts can stimulate creativity. B. Conflicts always result in low performance. C. Substantive conflicts can be addressed by handling personality issues. D. Emotional conflicts do not cause difficulties in organizations. E. Too much conflict leads to groupthink.

A

____ focuses on win-lose claims made by each party for certain preferred outcomes. A. Distributive negotiation B. Integrative negotiation C. Principled negotiation D. Collaborative negotiation E. Substantive negotiation

A

_____ are most suitable for simple messages that are easy to convey and for those that require extensive dissemination quickly. A. Written channels B. Spoken channels C. Information filters D. Nonverbal communications E. Mixed messages

A

_____ breed conflict when people depend on others to perform well in order to perform well themselves. A. Task interdependencies B. Role ambiguities C. Competing objectives D. Structural differentiations E. Resource scarcities

A

_____ conflict harms performance, relationships, and even individual well-being. A. Dysfunctional B. Functional C. Moderate D. Cooperative E. Constructive

A

_____ involves being honest in sharing accurate and complete information about the organization and workplace affairs. A. Communication transparency B. Information filtering C. Ethnocentrism D. Proxemics E. Distributive negotiation

A

_____ involves disagreements over goals, resources, rewards, policies, procedures, and job assignments. A. Substantive conflict B. Emotional conflict C. Rebellion D. Structural conflict E. Dysfunctional conflict

A

_____ means being cooperative but unassertive, letting the wishes of others rule, smoothing over or overlooking differences to maintain harmony. A. Accommodation B. Avoidance C. Competition D. Compromise E. Collaboration

A

_____ uses electronic media to pass messages and information among members of social networks. A. Electronic grapevine B. Active listening C. Electronic open book management D. Electronic feedback management E. Social reformation

A

James, a citizen of Country A, joins a firm in Country B. He soon learns that a particular hand gesture commonly used at home is offensive to the natives of Country B. Yet, he continues to use these gestures because he does not have much regard for Country B's culture. This can be regarded as an example of _____. A. passive listening B. ethnocentrism C. persuasive speaking D. active listening E. polycentrism

B

When Jeremy, a manager at Kwiksorb Corp., sets up a virtual meeting to send a complex message that is better delivered face-to-face, the communication process suffers from _____. A. poor proxemics B. a poor choice of communication channels C. substantive conflict D. information overload E. failure to recognize nonverbal signals

B

When personalities and emotions prove irreconcilable, the _____ approach is often helpful. A. avoidance B. structural C. collaboration D. accommodation E. smoothing

B

When words communicate one message while actions, body language, or appearance communicate something else it results in a(n) _____. A. information filtering B. mixed message C. persuasive communication D. prevarication E. substantive conflict

B

Which of the following conflict management approaches often create lose-lose conflict? A. Competing and compromising B. Avoiding and accommodating C. Competing and collaborating D. Authoritative command and compromising E. Collaborating and compromising

B

Which of the following is an example of a descriptive feedback? A. "You are unreliable and always late for everything." B. "You were 20 minutes late for the training session and missed a lot of important points we discussed." C. "You missed another deadline today." D. "You are working on too many projects, you should delegate some work to others." E. "You're coming late to meetings; you might be spreading yourself too thin and have trouble meeting your obligations."

B

While Leroy said he understood the terms of the agreement, he had a quizzical look on his face. Which of the following barriers to communication does this exemplify? A. Physical distraction B. Mixed message C. External locus of control D. Poor choice of channel E. Information filtering

B

_____ involves a neutral third party who tries to improve communication between negotiating parties and keep them focused on relevant issues. A. Collective bargaining B. Mediation C. Avoidance D. Bargaining E. Structural negotiation

B

_____ is the intentional distortion of information to make it appear most favorable to the recipient. A. Communication breakdown B. Information filtering C. Persuasive communication D. Exaggerated communication E. Noise

B

_____ is the process of making joint decisions when the parties involved have different preferences. A. Recommendation B. Negotiation C. Conferencing D. Proposition E. Integration

B

Emotional conflicts result from _____. A. disagreement over policies and procedures B. disagreement over distribution of rewards C. personality clashes D. clash over allocation of resources E. disagreements over goals

C

Sam said, "I think Julia would have done much better if she had used some basic colors for the interiors." This will be best example of which of the following? A. Active listening B. Grapevine C. Feedback D. Communication transparency E. Proxemics

C

Which of the following is a difference between intellectual capital and social capital? A. When screening candidates for university internships and first jobs, recruiters give high priority to social capital, but not to intellectual capital. B. Social capital is your ability to connect with others, whereas intellectual capital is your ability to move information to and from others. C. Whereas intellectual capital is basically what you know, social capital comes from the people you know and how well you relate to them. D. Capital available for the operations of a firm is called intellectual capital, whereas capital available for investment in new or speculative enterprises is called social capital. E. Social capital is a non-monetary measure, whereas intellectual capital is a monetary measure.

C

ZebraTech is an IT company that provides information to its employees about the earnings of the company, its profits, expenses, etc. on a regular basis. In this scenario, the company can be said to follow which of the following styles of management? A. Heralded management B. Publicized management C. Open book management D. Cautious management E. Provident management

C

____ is the study of how we use space in communication. A. Anthropology B. Civics C. Proxemics D. Demography E. Ecology

C

_____ involves being sincere and trying to find out the full meaning of what is being said. A. Information overloading B. Communication filtering C. Active listening D. Passive listening E. Information filtering

C

_____ is the capacity to attract support and help from others in order to get things done. A. Intellectual capital B. Operating capital C. Social capital D. Risk capital E. Venture capital

C

_____ is the tendency to consider one's culture superior to any and all others. A. Anthropocentrism B. Geocentrism C. Ethnocentrism D. Polycentrism E. Nepotism

C

_____ means being uncooperative and unassertive in approaching conflict by staying on a neutral position. A. Competition B. Accommodation C. Avoidance D. Compromise E. Collaboration

C

_____ result when goals are poorly set or reward systems are poorly designed, and individuals and groups come into conflict by working to one another's disadvantage. A. Task interdependencies B. Role ambiguities C. Competing objectives D. Structural differentiations E. Resource scarcities

C

Which of the following is an example of high communication transparency? A. A manager who intentionally distorts information to make it appear more favorable to his subordinates B. A manager whose words communicate one message while his gestures communicate something else C. A manager who sets aside adequate time and privacy for a meeting without interruptions D. A manager who openly distributes the company financial information throughout the organization E. A manager who uses electronic channels to convey messages that are complex

D

Which of the following is one of the pathways or rules for gaining integrated agreements as set forth by Roger Fisher and William Ury in their book Getting to Yes? A. A win-lose orientation for certain preferred outcomes should be used. B. The problem and the people should not be separated. C. Relationships should get sacrificed to facilitate negotiations. D. Results should be based on some objective standard to gain integrated agreements. E. Focus should be on positions, not on interests to gain integrated agreements.

D

Which of the following statements is true of the accommodating style of conflict management? A. It pretends that conflict doesn't really exist. B. Everyone withdraws from the conflict and hopes it will simply go away. C. It leads to a win-win situation. D. It plays down differences and highlights areas of agreement. E. One party wins because superior skill allows his or her desires to be forced on the other.

D

_____ and _____ styles tend to create win-lose conflict where each party strives to gain at the other's expense. A. Withdrawing; collaborating B. Avoiding; accommodating C. Smoothing; collaborating D. Competing; compromising E. Collaborating; accommodating

D

_____ is that which is based on trust, respect, and integrity in the eyes of others. A. Active listening B. Scientific management C. Ethnocentrism D. Credible communication E. Information filtering

D

_____ takes place through gestures and body language. A. Credible communication B. Information filtering C. Active listening D. Nonverbal communication E. Communication transparency

D

Neehara is an executive at a consulting firm. While in office, she likes browsing the web and using social networking sites. Which of the following statements is most likely to be true in this scenario? A. She can continue browsing the sites as she has electronic privacy by default. B. She will not be in any trouble as her employer cannot monitor her Internet usage. C. She can continue browsing the sites as they are not illegal. D. She should continue browsing the sites if her co-workers are also doing the same. E. She should find out the Internet usage policy of her employer and follow it.

E

The process of _____ utilizes mediation or arbitration, but does so only after direct attempts to negotiate agreements between the conflicting parties have failed. A. bargaining B. integrative negotiation C. structural negotiation D. collective bargaining E. alternative dispute resolution

E

Which of the following guidelines should be followed while giving constructive feedback? A. Feedback should be given indirectly with the help of a middleman. B. Feedback should be general and not specific. C. Feedback should be elaborate and long. D. Feedback should be given on all things the receiver can or cannot be expected to do. E. Feedback should be given at a time when the receiver seems most willing to accept it.

E

_____ is the process of sending and receiving symbols with meanings attached to them. A. Propagation B. Collaboration C. Articulation D. Cohesion E. Communication

E

_____ presents a message in a manner that causes the other person to support it. A. Information filtering B. Scientific management C. Ethnocentrism D. Active listening E. Persuasive communication

E

A(n) _____ is the pathway or medium through which a message is conveyed from sender to receiver. A. communication channel B. information filter C. communication censor D. information decoder E. information bank

A

Effective communication occurs when _____. A. the sender's message is fully understood by the receiver B. minimum costs are expended in terms of resources C. the manager is connected with others D. everyone is aware of their immediate environment E. a message is supported by everyone

A

Kyle, a young college student, wanted a motorcycle. He talked to his parents and convinced them that it would only do him good. Next day, his father took him to a motorcycle dealer. Which of the following terms would best describe Kyle's communication? A. Persuasive B. Credible C. Polycentric D. Noisy E. Ethnocentric

A

Which of the following is one of the criteria of an effective negotiation? A. Harmony B. Timeliness C. Authority D. Validity E. Credibility

A

_____ refers to anything that interferes with the effectiveness of communication. A. Deviation B. Fluctuation C. Noise D. Obscurity E. Haphazardness

C

A manager removes the door of his office and rearranges the furniture so that his entire team can interact with him. This implies that the manager understands the importance of _____ in communication. A. verbal messages B. space C. written rules D. time E. information filtering

B

Communication is the glue that binds together the four functions of planning, organizing, leading, and _____. A. administering B. controlling C. coordinating D. processing E. ordering

B

Substance goals are _____. A. not concerned with negotiation outcomes B. tied to content issues C. concerned with negotiation processes D. tied to the way people work together while negotiating E. tied to employees 'performance issues in the future

B

The manager at your firm while verbally expressing a statement of probable truth simultaneously fidgets and avoids eye contact with you. This conveys a(n) _____. A. transparent communication B. mixed message C. poor oral expression D. poor choice of communication channel E. exaggerated communication

B

The myth of the "fixed pie" in negotiations refers to the _____. A. overconfidence of a party by ignoring the other party's needs B. assumption that in order for you to gain the other person must give something up C. error that occurs when parties don't really make themselves understood to each other D. error that occurs when parties fail to listen well enough to understand what each other is saying E. error that occurs when a negotiator is too quick to assume that he or she understands well the negotiator from a different culture

B

The process of telling other people how you feel about something they did or said, or about the situation in general, is called _____. A. mixed messaging B. feedback C. compromising D. collaboration E. active speaking

B

____ in the form of unclear job expectations and other task uncertainties increase the likelihood for people to work at cross-purposes. A. Task interdependencies B. Role ambiguities C. Competing objectives D. Structural differentiations E. Resource scarcities

B

109. Priya is a very efficient manager and is very popular with her team members. Whenever her team members talk to her, she tries to properly understand the content of their message, tries to identify their feelings, and looks for signs that can help her to interpret their message. In this scenario, Priya is involved in the process of: A. communication transparency. B. information filtering. C. active listening. D. proxemics. E. open book management.

C

A designated _____ listens to complaints and disputes, and often plays a key role in the alternative dispute resolution process. A. compromiser B. bargainer C. ombudsperson D. advocate E. accommodator

C

The employees of a garment factory and its top managers get involved in a negotiation about the wages of the employees. They thoroughly examine each other's claims and come to a mutually beneficial arrangement. As per this arrangement, the employees are given a salary hike of 30 %, while they increase their productivity by 10 % thus benefiting the factory. Identify the type of negotiation in this scenario from the following. A. Accommodating negotiation B. Distributive negotiation C. Principled negotiation D. Authoritative command negotiation E. Compromise negotiation

C

The goal of _____ is to achieve a final agreement based on the merits of each party's claims. A. accommodating negotiation B. distributive negotiation C. principled negotiation D. authoritative command negotiation E. compromise negotiation

C

The term _____ describes a form of communication transparency where employees are provided with essential financial information about their companies. A. heralded management B. publicized management C. open book management D. cautious management E. provident management

C

Which of the following would most likely be the response of an active listener? A. "I don't think you are right." B. "You are not allowed to make such accusations." C. "You are displeased with the management's decision, aren't you?" D. "May the best candidate be promoted!" E. "I'm not very sure you would be the suitable candidate."

C

During a negotiation session Sam thought, "This doesn't seem right. If he is getting so much out of it, then surely I must be dropping something off." Which of the following common negotiation pitfalls is illustrated in this statement? A. Nonrational escalation of conflict B. Overconfidence C. Premature cultural comfort D. The myth of the "fixed pie" E. Trap of ethical misconduct

D

Mark, a manager at APZI Inc., wants to be consistently persuasive when communicating with his team members. To build credibility, Mark must: A. make sure that the rewards for compliance are clear. B. hire similar minded people. C. communicate his decision-making authority to his team. D. be knowledgeable about the issue in question. E. have team members with strong technical skills.

D

Ross, a manager at Cyberdawn Inc., always looks for solutions where each party in a conflict wins an equal bit and loses an equal bit. Ross follows the _____ approach to conflict management. A. collaboration B. avoidance C. competition D. compromise E. accommodation

D

Which of the following is a written channel of communication? A. Face-to-face meeting B. Virtual meeting C. Conference D. E-mail E. Seminar

D

Efficient communication occurs when _____. A. the manager is connected with others B. the sender's message is fully understood by the receiver C. the message is credible D. a message is supported by everyone E. minimum costs are expended in terms of resources

E

In the authoritative command approach of conflict management, managers _____. A. pretend that a conflict doesn't really exist B. play down differences and highlight similarities to reduce conflict C. make each party give up something of value to the other D. make the parties work through conflict differences and solving problems so everyone wins E. use force, superior skill, or domination to "win" a conflict

E

Salma, the operations manager, and Chang, the human resource manager, argue over the allocation of targets, objectives, and resources among the leaders of different teams in their firm. Salma and Chang are likely to be involved in a(n) _____. A. emotional conflict B. functional conflict C. dysfunctional conflict D. lose-lose conflict E. substantive conflict

E

_____ is a disagreement over issues of substance and/or an emotional antagonism. A. Noise B. Encounter C. Negotiation D. Eustress E. Conflict

E