Eman Chapter 18

35. 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

42. 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

43. ________ 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

54. ________ 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

58. ________ use(s) electronic media to pass messages and information among members of social networks. A. Electronic grapevines B. Active listening C. Electronic open book management D. Electronic feedback management E. Social reformation

A

64. Which of the following is an example of an evaluative feedback? A. "You are unreliable and always late for everything." B. "You were 30 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

71. ________ 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

73. Which of the following is true about 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

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

A

77. ________ breed conflict when people depend on others to perform well themselves. A. Task interdependencies B. Role ambiguities C. Competing objectives D. Structural differentiation E. Resource scarcities

A

82. ________ 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

91. 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

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

A

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

A

100. 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

34. 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

41. ________ 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

45. Which of the following is a spoken channel of communication? A. Memo B. Virtual meeting C. E-mail D. Post-it E. Text message

B

47. 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

49. A(n) ________ results when words communicate one message while actions, body language, or appearance communicate something else. A. information filtering B. mixed message C. persuasive communication D. prevarication E. substantive conflict

B

50. 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 channel E. exaggerated communication

B

51. 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

53. 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 locals of Country B. Yet, he continues to use these gestures because he does not have much regard for Country B's culture. The visitor can be described as ________. A. a passive listener B. ethnocentric C. a persuasive speaker D. an active listener E. polycentric

B

60. Mark asks his colleague Steve, "Don't you think employees should be promoted on the basis of seniority?" 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

63. 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

65. Which of the following is an example of a descriptive feedback? A. "You are unreliable and always late for everything." B. "You were 30 minutes late for today's meeting and missed a lot of the context of our discussion." 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

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

B

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

B

76. ________ 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 differentiation E. Resource scarcities

B

87. 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

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

B

93. ________ 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

94. 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 the way people will be able to work together again in the future

B

31. ________ 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

32. 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

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

C

52. ________ 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

56. 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

59. ________ 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

61. 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

62. ________ 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

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

C

72. 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

78. ________ 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 differentiation E. Resource scarcities

C

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

C

81. ________ 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

86. 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

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

C

38. ________ 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

39. Mark, a manager at APS 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

44. 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

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

D

55. 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

83. Which of the following 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

85. Ross, a manager at Cyberdyne 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

89. ________ 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

98. Which of the following is true of principled negotiation? A. It uses a win-lose orientation for certain preferred outcomes. B. Its emphasis on substance can become self-centered and competitive. C. Relationships often get sacrificed as process breaks down. 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

33. ________is the process of sending and receiving symbols with meanings attached to them. A. Propagation B. Conjunction C. Articulation D. Cohesion E. Communication

E

36. 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

37. ________ 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

46. Which of the following 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 can be considered as documentation when formal policies are being conveyed.

E

57. ________ is an ever-present concern in electronic communication. A. Information filtering B. Ethnocentrism C. Mixed message D. Poor written expression E. Privacy

E

66. 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

68. The physical layout of an office or room is a form of ________. A. communication transparency B. verbal communication C. information filter D. mixed message E. nonverbal communication

E

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

E

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

E

84. 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

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

E

92. 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

99. ________ 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

1. Whereas social capital is basically what you know, intellectual capital comes from the people you know and how well you relate to them.

False

11. Passive listening involves being sincere and trying to find out the full meaning of what is being said.

False

12. An active listener must never paraphrase and restate to the source what he thinks he is hearing.

False

13. Feedback is useful and constructive as long as it satisfies some personal need of the sender.

False

16. Substantive conflicts result from feelings of anger, distrust, dislike, fear, and resentment, as well as from personality clashes and relationship problems.

False

19. Assertiveness is the desire to satisfy another party's needs and concerns.

False

20. The compromise style of conflict management pretends that conflict doesn't really exist.

False

23. Negotiation is the process of making joint decisions when the parties involved have similar preferences.

False

24. Substance goals are tied to the way people work together while negotiating and how they will be able to work together again in the future.

False

27. The "telling" error occurs when the parties to a negotiation fail to listen well enough to understand what the others are saying.

False

29. Mediation usually includes a formal hearing in which the mediator listens to both sides and reviews all facets of the case before making a ruling.

False

3. Controlling relies on organizing to process information to measure performance results.

False

4. An effective communication is always efficient.

False

9. Ethnocentrism refers to favoritism shown to relatives or close friends by those in power (as by giving them jobs).

False

10. Low communication transparency may have a negative impact on employee engagement.

True

14. The distance between people conveys varying intentions in terms of intimacy, openness, and status in interpersonal communications.

True

15. The physical layout of an office or room is a form of nonverbal communication.

True

17. Role ambiguities in the form of unclear job expectations and other task uncertainties increase the likelihood for people to work at cross-purposes.

True

18. Unless a conflict is fully resolved, it may remain latent only to emerge again in the future.

True

2. Planning is accomplished and plans are shared through the communication of information.

True

21. When people are stuck in conflict and just can't seem to appreciate one another's points of view, appealing to higher-level goals can sometimes focus their attention on one mutually desirable outcome.

True

22. Changing the reward systems is a way of reinforcing teamwork and can reduce the tendencies of team members to compete with one another.

True

25. No one should lose in a principled negotiation, and positive relationships should be maintained in the process.

True

26. Until the other party's reservation point is known and each party realizes that a positive bargaining zone exists, it is difficult to negotiate effectively.

True

28. A negotiator from a low-context culture is used to getting information through direct questions and answers.

True

30. The process of alternative dispute resolution utilizes mediation or arbitration, but does so only after direct attempts to negotiate agreements between the conflicting parties have failed.

True

5. To build credibility through expertise, you must be knowledgeable about the issue in question or have a successful track record in dealing with similar issues in the past.

True

6. Due to information filtering, the higher-levels get biased and inaccurate information from below and end up making bad decisions.

True

7. An e-mail can be used as documentation when formal policies or directives are being conveyed.

True

8. A visitor dropping in during the middle of a meeting is an example of a physical distraction that can interfere with communication effectiveness.

True