mgmt 3000 chapter 13 - Communication, Negotiation

All of the following statements regarding negotiations around the world are correct EXCEPT

Eastern cultures tend view negotiations as a business activity while Western cultures see it as a social activity.

Men and women tend to differ in their communication styles. Which of the following statements regarding those differences is correct?

Women focus on intuition in communicating; men on data.

All of the following would freeze a conversation EXCEPT

You are very skilled at that.

All of the following statements are correct with regard to determining your BATNA EXCEPT Correct!

You must determine your own BATNA but there is little you can do with regard to the BATNA of the party with whom you are negotiating.

Olivia and her teenage daughter, Natalie, are arguing again about whether Natalie should go to a family gathering this Sunday or attend an outing with her friends. Olivia and her daughter argue about this topic every week. This time, Olivia turns to her daughter and says, "OK, if it is that important that you go out with Jenna Sunday, then I can agree this time around." Olivia is using what conflict handling style?

accommodation

Allan is a member of a union. The supervisor at the firm where he works gave Allan a three-day suspension for not wearing his protective shoes on the manufacturing floor of his firm. Allan appealed the suspension and the company's plant manager refused to rescind the suspension. The union wants to appeal this decision to a neutral third party for a ruling. What procedure does the union want to utilize?

arbitration

Nicholas is the production manager for a manufacturing firm. He has two supervisors who are experiencing conflict with each other based upon personality differences. Nicholas should have held a meeting last week to discuss next year's budget, but cancelled it because the two supervisors had a verbal confrontation on the shop floor the previous day. What conflict handling style is Nicholas demonstrating?

avoidance

All of the following would be effective means of stimulating conflict EXCEPT

building clarity into the situation.

All of the following are aspects of crucial conversations EXCEPT

communications experts suggest using "but" not "and" in crucial conversations.

Ned and Michael are managers of two different departments at Beckett Corporation. The two have not gotten along well over the years. Yesterday the two attended a budget meeting for the new fiscal year. Both wanted more funding for their departments. When the finance vice president suggested an increase for Ned's department, Michael became quite agitated and made a number of accusations about the nature of the numbers that Ned had used to support his position. After the meeting, Michael cornered the finance vice president in his office and continued his spiel on why his department deserved the extra funding but Ned's did not. What style of conflict handling does Michael exhibit?

competition

A professor decides to save paper by posting her syllabus on the university's web-based course application program instead of printing it and handing it out during the first class. She sends an e-mail to all her students prior to the actual start of the course that reads, "Your syllabus is available on Courseweb. I will go over that syllabus during the first class but, since I am attempting to conserve paper, will not make a copy available to you. Students however, are welcome to print out their own copy of the syllabus." Students come to class and ask why they are not receiving syllabi. This question represents what aspect of the communication model?

feedback

Jason received the sales report and noted how badly the southern sector performed. As he prepared the a presentation for the weekly executive meeting, Jason decided to focus his remarks on the northern and western sectors, which had record sales levels, and refrain from mentioning the southern numbers. This scenario focuses on the communication barrier of

filtering.

Research shows that when confronted with a conflict situation, subordinates are most likely to use all of the following conflict handling styles EXCEPT

forcing

Research shows that when managers are dealing with conflict they prefer which conflict handling style?

forcing

Mark has been the teachers' union representative for contract negotiations for the past five contracts. Today the school district presented a counterproposal in which they requested that teachers make a minimal contribution for their healthcare premiums. The expiring contract makes the school district entirely responsible for the premiums. Mark is outraged. He throws the proposal given him on the floor and yells at the school district representative as he exits the negotiation room, "This is a pure and simple insult to my members and I will not sit at a table with anyone who treats them so poorly." Mark is committing what negotiation mistake?

getting overly emotional letting

Bill is speaking to a group of fellow marketing specialists at a national convention. He opens his presentation with a dumb blonde joke. Unfortunately, there is dead silence in the room. Bill did not fully address which barrier to communication in preparing his speech?

lack of source familiarity or credibility

A professor decides to save paper by posting her syllabus on the university's web-based course application program instead of printing it and handing it out during the first class. She sends an e-mail to all her students prior to the actual start of the course that reads, "Your syllabus is available on Courseweb. I will go over that syllabus during the first class but, since I am attempting to conserve paper, will not make a copy available to you. Students however, are welcome to print out their own copy of the syllabus." The email sent by the professor represents what aspect of the communication model?

medium

A professor decides to save paper by posting her syllabus on the university's web-based course application program instead of printing it and handing it out during the first class. She sends an e-mail to all her students prior to the actual start of the course that reads, "Your syllabus is available on Courseweb. I will go over that syllabus during the first class but, since I am attempting to conserve paper, will not make a copy available to you. Students however, are welcome to print out their own copy of the syllabus." If students try to go online to view the syllabus and the university's computer system keeps shutting down on them as they read the syllabus, the students are dealing with what aspect of the communication model?

noise

A professor decides to save paper by posting her syllabus on the university's web-based course application program instead of printing it and handing it out during the first class. She sends an e-mail to all her students prior to the actual start of the course that reads, "Your syllabus is available on Courseweb. I will go over that syllabus during the first class but, since I am attempting to conserve paper, will not make a copy available to you. Students however, are welcome to print out their own copy of the syllabus." Given the above scenario, the students have what role in the communication process?

receiver

A professor decides to save paper by posting her syllabus on the university's web-based course application program instead of printing it and handing it out during the first class. She sends an e-mail to all her students prior to the actual start of the course that reads, "Your syllabus is available on Courseweb. I will go over that syllabus during the first class but, since I am attempting to conserve paper, will not make a copy available to you. Students however, are welcome to print out their own copy of the syllabus." In this scenario, the professor has what role in the communication process?

sender

Marcus wants a record of his communication and is not physically near the person to whom he is communicating. He knows it will take the recipient of his communication some time to understand the message conveyed. What communication channel should Marcus utilize?

written report

Research on communication indicates all of the following EXCEPT

Although good communication helps retain effective performers, it does not increase a firm's market share.

If there is conflict between two members of a team and the underlying reason for the conflict is personality differences, what is a viable way of managing the organizational conflict? Correct!

Change the composition of the team by separating the individuals at odds.

If two marketing groups within a firm's marketing department are vying against each other for a larger percentage of the budget, which option that the marketing manager could consider to manage the organizational conflict would be MOST effective?

Focus the attention of the two groups on a common "enemy" such as another firm that that they compete with for business.

Research indicates which of the following findings regarding negotiations is correct?

Individuals who were unable to negotiate a deal in previous negotiation situations tended to have lower outcomes in subsequent negotiations than those who had initially negotiated deals in the past.

In the sentence, "I did not tell the teacher you were cheating," if the word "I" was emphasized by the tone of your voice, what are you implying?

Someone else told the teacher you were cheating.

Nina is a career counselor in a university's career development office. She is making recommendations to a student in a career planning session related to improving the quality of the student's conversation. Which piece of advice should be deleted from Nina's list?

Speak more than the receiver.

In which of the following scenarios are you most likely to experience conflict?

The firm just instituted a matrix structure

In which of the following scenarios would you expect high performance?

The team members seem to get along well enough, but on occasion they will argue about a number of issues.

External communication about a client's product or service created for a specific receiver is

a press release

Conflict is

a process that involves people disagreeing.

Intrapersonal conflict is

a type of conflict that arises when a person is uncertain about what is expected or wanted or has a sense of being inadequate to the task.

An external communication that combines the look of an article with the focused message of an ad is

an advertorial.

An example of a crucial conversation is

asking for a raise

Listening

can be demonstrated to the sender by nonverbal signals like the nod of a head.

Effective managers tend to use more

information-rich channels.

Research on effective teams indicates that they experience

moderate levels of task conflict in the middle of the project timeline.

Information-rich channels convey more

nonverbal information.

A communication receiver who is preparing his comment or answer and not really listening to the sender is

rehearsing.

Maria is conducting a seminar on active listening. She is preparing a list of ways to improve one's active listening. Which of the following statements is not on her list?

To not be rude, do not ask questions of the sender.

Maris Manufacturing is a unionized company producing customized metal units for the appliance and medical equipment industries. Each contract negotiation is a contentious affair for the union and management. However, over the past few months both union and management officials have become very concerned about the number of Maris union employees who are experiencing alcohol-related issues. Last month alone, six employees sought medical assistance under the employee assistance program. Management and union officials will be meeting next week to address the issue. This is an example of what conflict handling style?

collaboration

Communication fulfills all of the following organizational functions EXCEPT

control.

Jason sent an email to his mother, "Ur never going 2 believe this. That prof gave me no credit for my paper. I h8 him." (with emoticons included). When his mother got the e-mail, it took her quite some time to decipher the message. Jason should have considered his audience when he _________ the message.

encoded

In the communication process model, the task of translating an idea into words is called

encoding.

Nancy is the human resource manager at Alba Company. She needs to lay off twenty employees who are all located at her facility. Which communication channel should she use to deliver the layoff information?

face-to-face conversation

All of the following are rules for active listening EXCEPT

find areas of agreement with the speaker.

Martha's mom asks her to go to the grocery store for her. Martha agrees and heads upstairs to get ready. Before she leaves her house, she sits down at her desk to check her e-mail and receives a text message from her friend Nancy to turn on the television and see the story about their friend, Jill. As the story about Jill comes on, Martha's mom comes in and asks Martha to get her an eight-ounce can of diced tomatoes. Martha smiles at Mom and nods and listens to the story on television as she e-mails Sandra and picks up her phone to text Nancy. When Martha gets to the store, she heads to the tomato aisle and stands in front of the pureed tomatoes trying to remember if mom wanted an 8- or 16-ounce can. This scenario depicts which barrier to communication?

information overload

If both parties to a budget negotiation seek to expand the overall budget so that each party gets more, this is an example of which kind of negotiation strategy?

integrative approach

Nancy and Mary are in the same sorority. Nancy is running for the university's student government treasurer position. Mary says, "I'll never vote for her, whether she is my sister or not." Mary is experiencing what kind of conflict?

interpersonal

Conflict between two individuals such as coworkers is

interpersonal conflict.

Communication that is asynchronous

is written by the sender and can be read any time by the receiver.

Ariel was writing a paper at her laptop when the phone rang. She answered it but kept writing as she talked. It was a friend who needed an assignment that had been given last week. Ariel e-mailed her the assignment. A second e-mail just arrived from the friend, which said: "I said the assignment for Monday, this is Wednesday's." Ariel likely made the mistake because of the _________ in her communication situation.

noise

Intergroup conflict

occurs between two departments.

Communication usually travels diagonally to

other departments.

During which phase of the negotiation process does an individual assemble the information gathered in such a manner that his position is supported?

presentation

Jared is a member of the engineering department in the manufacturing firm and also serves on the Strategy 2015 team, which is crafting an engineering strategy for the firm's future. He has a "Do not miss" meeting in the engineering department scheduled for Wednesday at 8 a.m. and just received an urgent email about a "Can't miss" meeting for the strategy group at 8:15 a.m. Wednesday morning. Jared is experiencing

role conflict.

All of the following are examples of intrapersonal conflict EXCEPT

role reversal.

Martin is the financial director of the small business. He recently read a memo from one department presenting a new idea for a product. During the discussion on the item afterward, Martin kept focusing on the cost of producing and marketing that product. The barrier facing Martin in this scenario is

selective perception.

Recent surveys indicate that managers spend a majority of their time communicating with what group?

subordinates

Active listening involves

taking time to understand the points being made.

A mediator should enter a negotiation when

the parties are unable to find a solution.

Mediation is

the process where a third party enters the situation with the goal of assisting the parties to reach an agreement.

Negotiation is

the process whereby two or more parties work toward an agreement.

Anna is placing her workgroup's lunch order over the phone with the Pizza Shoppe. She is using what type of communication?

verbal

A memo is an example of

written communication.