MQM 220, Exam 5, Chapters 17 - 20

Which of the following principles should be used by managers to enhance their use of persuasion?

1. Keep messages simple 2. Make the message real and give others the information they need to make a decision 3. Listen before speaking 4. Channel fear into excitement by encouraging others to provide input 5. Repeat the message personally and consistently 6. Choose your words carefully

Which of the following is a characteristic of an organization's climate with high employee engagement?

1. Participative decision making 2. Information sharing 3. Training and development* 4. Performance- based outcomes or rewards

Which of the following is one of the main components of a team process?

1. Purposeful and rigorous decision making 2. Effective participation and meaningful influence 3. Constructive conflict*

Which of the following statements about teams and workgroups is true?

Teams are better than work groups when the task is complex and sophisticated

Which of the following statements about team size is true?

• Each team member is assigned to a team based on his or her talents, location and current workload, range from 5-20 members, smaller teams typically get things done faster • If a team is greater than 20 members, the tendency to collaborate decreases as coordination increases • When teams have excess members, cohesiveness declines

To fulfill employees' drive to defend, managers should:

• Increase transparency of all processes

Of the three variables of expectancy theory, valence includes:

• The evaluation of whether the available outcomes are attractive to the employee

For teams to be considered effective, They must do these three things,

1. They must produce meaningful results for the organization 2. They must satisfy team members* 3. They must enhance the ability of team members to work well together in the future

Identify a personal aspect that influences communication

• Approach

Which of the following is a disadvantage of the ladder of inference?

• Biased thought processes

Which of the following is the best example of a vertical team?

• Teams composed of a manager and his or her subordinates in the formal chain of command, usually in one functional department • Kevin, a manager in the marketing department, had Jim and Jake, team members from the same department, reporting to him on the progress of an ongoing project

Which of the following is the best example of a geographically distributed team?

• Teams that are made up of geographically or organizationally dispersed members who rely heavily on electronic tools such as email, fax, voice mail, telephone, and videoconferencing to interact with one another. • Example: Sun Microsystems • Sam, Ben, and Nick are team members working from three different locations on the same project, relying mainly on telephone calls and emails to interact with each other

A task is considered complex when:

• Any of these factors are present- the amount of information that must be processed to understand the task, the degree of uncertainty about possible outcomes, the presence of many subtasks that require a range of skills and knowledge, or the absence of standardized procedures to conduct the task • It involves a lot of uncertainty about possible outcomes

The act of leveraging network position to connect people who are not otherwise connected to one another to generate and control information is called _____.

• Brokerage

Which of the following networks is the best example of a communication network?

• C, in a restaurant

Which of the following is one of the conceptions of centrality?

• Closeness* • Degree • Betweenness

Which of the following refers to the formal and informal connections through which individuals use their relationships with others to send and receive messages?

• Communication networks

Attentive listeners:

• Consciously try to focus on what the speaker is saying by not letting their minds wander • Tend to listen to instructions, briefings, and other important information without performing other tasks

Non-redundant contacts:

• Contacts in a network who do not lead to the same people or provide the same information

The study of the incentives and needs that motivate people to perform in a certain way are called _____ theories of motivation.

• Content

Of the three elements of communication, ethos refers to:

• Credibility of the speaker or the communicator

In supportive communication, deflecting involves:

• Definition- A process of offering advice and suggestions (advising), relating similar experiences (deflecting), asking follow up questions for clarification (probing), and reiterating the main points (reflecting) • Deflecting- relating similar experiences

_____ refers to the amount of control an individual attempts to exercise in communication situations.

• Directness

Maria and Jose have worked together in the same office in the same position for quite some time. They have similar educational backgrounds and have been in the job for about the same period of time. Maria works extremely hard and often notices that Jose is taking long breaks and not putting in the same effort as she is. Thus, when she learns that Jose is paid $8000, more than what she earns, she gets very upset and decides to reduce her effort and take long breaks as well. Which of the following theories explains this behavior?

• Equity theory

The acronym ERG in Alderfer's theory of motivation refers to:

• Existence (basic physical needs) • Relatedness (connection with others) • Growth (personal development)

Advice networks in organizations allows employees to:

• Get help from others to solve problems and to receive information

Dolly has arranged for a get-together in her house for which she invited all her friends. Most of her friends were meeting the others in the group for the first time. Moreover, they were from diverse backgrounds with differing interests and experiences. Though all were not known to each other, all were known to Dolly. From this description of Dolly, it can be inferred that Dolly is:

• Good at forging better connections

The boundary manager determines:

• How the team will work with clients, upper management, and others who have an interest in the team's performance

Which of the following, if true, is one of the six myths that exist about the best ways to build useful networks?

• I already know what is going on in my network

Stephen is a team lead in an organization that is currently laying off its employees due to some recent events. Stephen has to inform George, who has been in the organization for quite some time, that he has been laid off. Which of the following communication media must Stephen use to convey this message to George?

• In person meeting

According to David Krackhardt, the components of strong ties are:

• Interaction, affection, and time

Which of the following statements about interpersonal networks is true?

• Interpersonal networks are networks of relationships that develops across functions to accomplish tasks quickly

Which of the following statements about Maslow's hierarchy of needs theory is true?

• Lower-order needs must be satisfied before higher-order needs to be addressed • The theory that individuals have multiple needs that must be fulfilled in a specific hierarchical order to ensure the greatest level of satisfaction

Refers to the desire, stimulus, or incentive to pursue a particular course of action.

• Motivation

_____ refers to the activities associated with developing and managing relationships that are critical to a person's ability to accomplish tasks and develop personally and professionally.

• Networking

Which of the following statements about communication networks is true?

• Networks that reveal the pattern of linkages between employees who talk about work-related matters on a regular basis • Formal and informal connections through which individuals use their relationships with others to send and receive messages

Kevin is leading a team whose members came together and got to know about their tasks and responsibilities, and got an idea about each of their team member's competencies. Which of the following should Kevin typically do during this stage of team development?

• Provide resources

Which of the following individuals is the best example of a passive listener?

• Refrain from making any verbal or nonverbal responses when someone else is talking • Tune in and out as their mood strikes • Use music as a background noise when completing other work

Which of the following is an extrinsic reward?

• Rewards used to facilitate or motivate task performance that include pay, promotions, fringe benefits, and job security

Which of the following is a characteristic of teams?

• Shared leadership roles, individual and mutual accountability, purpose is specific to the team, characterized by complex and interdependent tasks, collective work products, and open ended discussions and problem solving are encouraged • They have clear task objectives

Which of the following is the best example of a team in the storming stage of development?

• Team members experience conflicts about interpersonal issues and differences in perspectives • A team with members arguing with each other due to interpersonal issues arising from differences in the perspectives of each team member

Which of the following best describes collocated teams?

• Teams that use a significant amount of face-to-face communication to make operating decisions. They operate in close proximity to one another, engage in a lot of social interaction, and provide quick feedback on the team's progress to one another.

According to Douglas McGregor, managers who conform to Theory X:

• Tend to believe that employees are principally motivated by extrinsic rewards, especially compensation (according to this theory, type X individuals are considered to be inherently lazy and not fond of their jobs)

Which of the following statements about the strength of ties is true?

• The emotional intensity, intimacy, and frequency of interaction that characterize the relationship between two parties • Unlike strong ties, weak ties provide individuals with exposure to novel information

Which of the following distorts the sender's intent or the receiver's interpretation in the communication process?

• The noise- the message and its interpretation can be influenced by the timing of the communication, the mood and the readiness of the receiver to hear the message, and other interpersonal and organizational factors

The management in an organization wanted to reduce employee turnover by increasing their job satisfaction. Therefore, they provided employees with a safe work environment and a sense of job security. However, the turnover rate did not decrease even after implementing these changes. During exit interviews, the employees complained that they do not have any opportunities for achievement and personal recognition. From this scenario, according to Herzberg's theory, it can be understood that:

• The organizational falls short of motivators

Edwin, a top manager in a bureaucratic organization, often engages in persuading employees while making decisions and focuses more on his team and provides extra coaching to employees. He also maintains a good reputation both inside and outside the organization. Based on McClelland's acquired needs theory, it can be inferred that Edwin is an example of _____.

• The socialized power oriented manager

Which of the following statements best describes the theory of operant conditioning?

• The theory that both positive and negative reinforcement increases behavior while punishment and extinction decrease behavior • Involves learning through association

Which of the following statements about verbal communication is true?

• The use of sounds, letters, words, pictures and symbols to convey a message