Interpersonal Communication-Final
Which of the following best characteristics a threat as a negotiation tactic?
"If you don't give me a good price, I'll take my business elsewhere."
Under creative problem solving, which of the following is an example of an "idea killer"?
"It's good enough"
Which of these "I" statements, specifies the behavior(s) on which the assumption is based?
"Your facial expression suggests to me that I may not have made my point very clearly."
The _____conflict resolution strategy is high on cooperativeness and low on assertiveness.
Accommodation
Which supportive behavior demonstrates the coach's willingness to understand before trying to be understood?
Active
After every member of team wrote down brainstormed ideas regarding their task, they proceeded to organize them into categories, discussed the grouping to get agreement and placed a title on each category. This is known as:
Affinitizing
Diversity is best understood and managed within _____, one that values diversity of thought, encourages and rewards learning and change, and controls group processes.
An open organizational cultre
"Reading others" trying to present before accepting what is seen:
Analyzing 1st impressions
You are facilitating a meeting. One of the attendees is a silent member. To get her involved in the discussion, it is best to:
Ask her opinion and vie positive verbal and onverbal reinforcement
Chris has been expecting a promotion since the last couple of years, but the promotion has been getting delayed. He decides to go to the next promotion. Directly standing up for his positions is an example of which politicking strategy?
Assertiveness
Faced with the task of planning the company convention and trade show, Marcia planned out all the deadlines and activities by starting with the actual convention and trade show and worked her way in reverse to today's date. From this, Marcia was able to lay out an exact schedule for completing all her tasks. Marcia was using the tactic of:
Backscheduling
Effective feedback should be:
Balanced
Lynn told Anita that she would let her (Anita) run the committee meeting if she (Anita) gave her (Lynn) the next client referral. Lynn was using which politicking strategy?
Bargaining
Making incorrect casual attributions, such as "she was asking for it" when referring to a young woman who is attacked while walking home after attending a friend's party illustrates:
Blaming the victim
Sponsorship, visibility, coaching, and protection are a part of the _____ function of a mentor.
Career
The first principle in running effective meetings is:
Clarifying the purpose
At which stage of the negotiation, do the parties read through the written agreement based on their negotiated results before signing?
Closing and implementing
Which politicking strategy involves gaining support for a position from others?
Coalition building
Which of the following can adversely affect a person's ability to network?
Concerns about having to pay back the favor
According to the traditional view of conflict management:
Conflict is a result of dysfunctional managerial behavior and therefore should and can be stopped at the source
In the context of the stages of moral development at which level do managers encourage cooperation and productive working relationships?
Conventional
In countries where power distance is low:
Decision making is shared across employee levels
Which of the following is the first step in the 7-step model of conflict resolution?
Determine the best place to deliver feedback
A successful negotiator will:
Determine the importance of the outcome
Harvey's team is developing standards in order to measure success and clarify who will be evaluating the results. They are in the stage of:
Determining how project results will be appraised
People process information differently and have varying learning styles. Individuals who ask questions and get full background information before processing what other are saying are
Didactic
Candace has realized that for department to be effective she needs to allow subordinates greater involvement and participation in decision making and in controlling certain aspects of their tasks. Candace is using the process known as:
Empowerment
Effective leaders share information and power with their collaborators, empowering them to set and achieve cooperative goals. This observation holds true of:
Enabling others to act
When the sender of a message develops a message according to his/her own perceptions, it is called
Encoding
When the sender of a message develops a message according to his/her own perceptions, it is called:
Encoding
In the performing stage, a team member/leader's role is to:
Encourage member to provide support to and serve as resources for each other.
In the performing stage, a team membership/leader's role is to:
Encourage members to provide support to and serve as resources for each other.
In the "meeting kickoff" stage, the manager uses operating guidelines to:
Enhance the group's ability to be self-managing
In context to the "Reading Others" dimension that needs consideration when determining how to engage in politicking, which of the following tips help pick nuances that are occurring within and between groups of people in the room?
Enhancing your sensitvity
Modifying Maslow's theory, Clayton Alderfer tried to simplify the needs into three categories:
Existence, relatedness, and growth
_____ power is considered an informal power base.
Expert
Taking advantages of any training or educational opportunities provided by your organization will increase your:
Expert power
Which of the following holds true of initiating behaviors as compared to supportive behaviors?
Expressing the value of the employee and his or her contribution to the work
Bringing together a group of professionals ensures effective functioning of the team.
False
Calvin can improve his active listening if he avoids asking questions and giving feedback.
False
Circulating a specific agenda to invitees prior to the meeting is optional.
False
Empowerment must always come from an external source.
False
Feedback, channel, medium, and destination of language are the four factors used in evaluating the richness of information in any media.
False
Filtering is the process of presenting information as facts, without manipulating them.
False
Paraverbal communication include communication aspects such as facial expressions, eye blinks, eye contact, gaze aversion, and nodding.
False
People who successfully apply intelligence create a win-win relationship and outcomes for themselves and others.
False
Research shows that focusing on others first, and managing others' expectations has been linked to the increased occurrence of conflicts.
False
Stereotyping is a negative attitude toward a person based on his/her membership in a particular group
False
The ability to provide effective feedback is more important for organizations than for individuals.
False
Valuing and managing diversity are similar phenomena as both involve actively supervising, coordinating, and directing the diversity of individuals to bring to an organization
False
Vivian's group is in the storming stage. As leader, Vivian can help by taking sides in order to push the group in one direction.
False
Mike intentionally left out the details regarding the actual costs associated with the team project, so that he can get this project approved by his manager, Mike's misrepresentation illustrates which barrier to communication?
Filtering
Which of the following trends has led to an increased need for mentoring?
Firms considering their employees as the source of competitive advantage
By utilizing strategies that help manage ___, organizations can maximize the benefits of conflict while minimizing costs.
Functional conflict.
During a team meeting, Anne, the facilitator suggest Wilson, the speaker to choose if he wants to entertain questions during his presentation or afterwards. This illustrates which of the following prevention strategies?
Get agreement on process
An effective mentor:
Has the ability to give honest and detailed constructive feedback
Some managers hold certain beliefs so dear to their hearts that they are biased. They also have a tendency to turn off speakers who dispute their cherished beliefs even before the position is fully explained. Typically, managers who feel strongly about an issue:
Have a fear of being influenced
Identify the term used for statements/techniques that really help continue conversations focused on creative problem solving and stimulate further creative ideas.
Idea growers
Which of the following trends has led to increased need for mentoring?
Importance being given to the benefit of the organization as a whole than to individual participants.
As a tenured faculty member, Karen took it upon herself to help out and guide Rick, one of the new faculty members. This mentoring relationship would be considered as:
Informal
Wayne has financial and operational data that most others in his organization do not have access to. This access is indicative that Wayne has a(n) _____ power base.
Information
Since Carl is majoring in accounting, he decided to meet his Mom's friend who works for a prestigious accounting firm to get her advice and perception on careers in the accounting field. Carl is learning about his career opportunities through a(n):
Information interview
_____ peers benefit most by exchanging information about their work or organization. Their relationship is characterized by low levels of self-disclosure and trust.
Informational
Diane always clarifies her exceptions and requirements of her employees and seeks to gain their commitment for action towards achieving goals. Diane's coaching style includes _____ behaviors.
Initiating or porblem solving
Which politicking strategy uses emotional appeals based on values and ideas to gain support?
Inspirational appeals
_____ is considered as an external factor of stress.
Insufficient work environment
Since Chelsea is looking for a new home, she has started carefully noticing every "for sale" sign in front of houses that previously she had not even noticed. This is a result of the common perception filter known as:
Interest
Which of the following is true of informal mentoring?
It develops spontaneoulsy
Which of the following statements about persuasion is true?
It guides people toward the adoption of a behavior of attitude.
Which of the following is true of time management?
It helps focus our energy on well-chosen activities
Which of the following is true about BATNA?
It is the best outcome a negotiating party can get, should the negotiation neither occur nor conclude
Which of the following is true for distributive bargaining strategy?
It is used when there is a sense of urgency and time is short
Which of the following would probably be a hurdle in ensuring positive politicking?
Keeping limited communication channels
Which of the following, if followed by a manager, is likely to yield good results?
Keeping the common goal in the forefront
Eye Contact and body positioning are a part of
Kinesics
Which of the following statements is true of leaders/leadership?
Leaders move beyond the basic taks of the day by creating a vision
According to which of the following power base, employees comply because they accept the authority of the person in charge?
Legitimate
Janet Jason is the project manager of a team. She uses her position to get battling employees to sit down and discuss their differences. This is an instance of using _____.
Legitimate Power
_____ is related to a person's belief regarding how much control he or she has over external events or the external environment.
Locus of control
When a conflict arose in the team meeting, Sheryl, as a facilitator attempted to reduce the tension by proposing that the team take a break ad then come back and list the best elements of both suggestions. Sheryl's desire to reduce tension was reflective of which behavior?
Maintenance-related
Which of the following groups would be better able to manage cross-cultural differences?
Managers committed to accepting a diversity of backgrounds and perspectives.
Interpersonal barriers to effective communication include:
Media Selection
Which of the following phases of a meeting process is considered the heart of the meeting?
Meeting kickoff
Which of the following means of communication can be considered the best choice when members are involved in complex projects, with multiple deadlines an sets of objectives?
Meetings
In general, which of the following is true regarding gender communication styles?
Men use communication to assert status and request action.
Personal and professional conflicts arise due to ____ that may be a result of errors in semantics.
Miscommunication
Which of the following components of behavior help understand how to make judgement and decision thereby leading to choose one course of action over the other?
Modes of thinking
A well-defined agenda:
Must spell out the tasks and expected outcomes
Sally is working at building personal and professional relationships. What skill is she using?
Networking
Which of the following statements regarding networking is true?
Networking helps to increase effectiveness when researching a new concept, starting a new project, or developing a new production.
Nonverbal cues include:
Nodding
Which of the following activities are depicted is Quadrant 4 in the time management matrix?
Not important, not urgent
Which of the following is a kind of manageable question asked to get the other person thinking?
Open-question
A networker who approaches a room and identifies people who need to be connected with others in the room, thinking, who can I introduce to whom? is said to be:
Other-oriented
Before beginning the new project, William wants to develop a diagram to show all the activities in the project, including their relationship with one another, the interdependence of the activities and the projected time for each activity. William also wants to identify which activities are the most critical for completing the project on time. William should develop a _____ chart.
PERT
Rhonda's voice was cracking while she was presenting her ideas for the new ad campaign. This led several of her coworkers to wonder if she was uncertain or nervous. In non-verbal communication, the tone and volume of her voice refers to:
Para-language
In the _____ stage, teams have worked through their differences, their membership is stable, the task is clear, and eyes are on the prize.
Performing
Managers often need to use _____ techniques, which include rewards, incentives, feedback, or reasoning, to effectively manage projects.
Persuasive
Reward power is a sub-category of the _____ power base.
Position
Jenna is coordinating work so that organizational objectives can be achieved while meeting time, budget, and quality standards. Jenna is working on:
Project management
The two broad categories of functions provided by mentors are career and _____ functions.
Psychosocial
In general, people want to or feel obligated to repay favors and kindness. This tendency is known as:
Reciprocity
Using personal appeals and sincere flattery to make a connection with and befriend others will increase which of the following informal power bases?
Referent power
If an attempt to curb others' questionable tactics aren't successful, one can:
Request for a different person/party with whom to continue negotiations
Better Technologies Inc. is attempting to hire some of the best IT specialists by having its current employees encourage acquaintances to join their company. This process is known as:
Reverse networking
When Nicholas told his department they would be able to leave early for the holiday if they completed the budget reports, he was relying on which power base to motivate his employees?
Reward
Susan does not know the Governor personally, but her aunt does. The Governor would be part of Susan's:
Secondary network
The notion that most of us can fin a connection to anyone else in the world through 6 levels of contacts is:
Secondary network
_____ are expected to coordinate their work by setting their own norms and planning their own schedules without ongoing direction from a supervisor or manager.
Self-maintained teams
Quick Stop Break Manufacturing is shifting from the existing production line method after carefully analyzing the ideas contributed by its employees to improve the system. Quick Stop is using which of the following approaches to empowerment?
Suggestion involvement
Employees typically celebrate a special event or managers share recognition for a job well done, in ______.
Symbolic
When coaching an employee on career advancement, Pam made statements which offered help, resources, and links to other people and information. Pam is using supportive behavior?
Tangible
Initiating, summarizing, and information seeking are examples of _____ behaviors.
Task-orientated
Jane is part of a 15-member team and seems to know everyone and everything. She approaches Matt and tells him at length about a problem concerning one of their team members. She seeks his opinion on the matter and even him to help out the teammate. What sort of problem person does Jane appear to be?
The advice seeker type
Which of the following statements about integrative bargaining is true?
The bargaining climate should be open, communicative and creative
Higher levels of empowerment will be effective when:
The business strategy is to customize and differeniate
Which of the following has increased the need for more effective decisions making?
The increased speed f technology and information
If Garrison, a team member is monopolizing the conversations while others are nearly silent, the facilitator can opt for using:
The round robin method
In terms of company "troublemakers", which of the following statements is true?
They have a knack of turning every issue into a power struggle
The _____ phase marks the end of the introductions or "rollout" of the new system and starts the permanent implementation of the new system.
Transition
A lack of sufficient female and minority role models for mentoring is a limitation faced by many organizations today.
True
A person will be more effective at decision making if he/she is able to translate, assimilate and activate available information.
True
According to Milton Rokeach, instrumental values are standards of behavior by which we achieve desired ends.
True
Bill, a salesperson at Windows Plus, is ethnocentric because he believes the sales division is superior to the other departments in the organization
True
Communication barriers exist even when people speak the same language.
True
In a situation where there is no interdependence among team members on the one hand and direct competition on the other, teamwork is going to be difficult, if not possible.
True
Politicking can be important in complex or competitive organizations.
True
Social media channels encourage spur-of-the-moment. "stream-of-consciousness" communication and provide no "brake" to give the sender time to reflect on how his or her comments might be interpreted by those who read them
True
The ability to actively listen can be affected by the emotions of the sender and the receiver.
True
The competing strategy of conflict resolution may be effective when unpopular decisions need implementing.
True
The critical path in a PERT chart represents the tasks and activities that if delayed, will cause the project to be delayed.
True
When brainstorming with a team, it is more important to have quantity than quality when coming up with ideas.
True
When the relationship is more important than the goal, the accommodating strategy of conflict resolution is the most effective.
True
"70/30" principle states that
True active listeners spend almost 70 percent of their time listening and less than 30 percent of their time talking.
Which helping others to set SMART goals, managers should:
Use intrinsic and extrinsic reawrds
In which category of supportive behavior would the statements that indicate the coach's commitment to and backing of the employee be included in?
Verbal
One of the key things to do during a networking meeting is to:
Verify how to pronounce a person's name correctly.
Which of the following verbal negotiation tactics by appealing party to a negotiation implies that any undesireable act done by the opposite party will result in a third party's acting negatively against the party?
Warning
In order to create an empowering environment, the HR department at Simco has clearly communicated and developed a set of responsibilities and duties for each position along with guidelines and standards for accountability. By doing this, Simco has developed a structure with:
Wide span of control
Examples of secondary dimensions of diversity are
Work experience, education, and geographic location
A communication problem arises over the concept of time is today's increased expectation of
a speedy response.
Homogeneous Teams are best suited to exploit and
implement what is already known
Perception:
is process-specific
Which of the following statements violates the rules of ethical thinking?
An action that is ethical
The state of Virginia called its year 2007 founding of Jamestown event a "commemoration" rather than a celebration in deference to concerns raised by Native American who felt differently about the coming of "white people" than did Caucasians. This illustrates:
Being aware of current connotations of words.
A neutral third party, who teaches the negotiating parties the skills and techniques of negotiating?
Consultant
Research shows that most managers believe they should act and behave in a way that conforms to the expectations of their peers and organizations, while meeting the expectation of society as expressed by law. This belief puts most managers at the _____ level of Kohlberg's moral development theory.
Conventional
Which of the following statements is true about conflicts?
Effective manager are not afraid of conflict
You try to convince your friend to stop smoking. Among your many appeals, you say, "If you quit smoking, you will be able play sports longer and with more vigor." This statement illustrates the _____ component of the ACE model of persuasion.
Effectiveness
What is the team member/leader's role in the norming stage?
Encouraging team members to take on more responsibility and work together to create means acceptable for solving problems.
Unlike assumptions, reality reflects your own values and beliefs.
False
Consciously shunning or verbally or physically abusing in individual because of membership in a particular group, such as individuals ganging up on a man because he is gay, is _____.
Harassment
How closely we stand to others with whom we communicate has a powerful effect on:
How we regard others ad how we respond to them
Jason is a successful manager because he has the zeal, commitment, and ability to remain persistent in the face of adversity. Jason is depicting which fundamental factor of emotional competency?
Motivation
In terms of sending messages, individuals who are kinesthetic:
Need to have hands-on use or personal practice to learn.
Instead of confronting a person regarding a problem, if you choose to simply say nothing, you are indulging in _____ communication.
Passive
After attending the political rally, Belinda could not understand how her friends failed to see that the candidate was lying to the audience. This differing view of reality is a result of differences in _____.
Perception
_____ describes the process by which individuals gather sensory information and assign meaning to it.
Perception
Uncertainty avoidance:
Reflects the degree of threat felt when facing ambiguity and risk
_____ means making assumptions about an individual or a group on generalized judgments rather than on facts.
Stereotyping
Which of the following statements is true of stress?
Stress can result in physiological, psychological, and organizational response.
Which of the following statements relates to the integrationist view of managing conflict?
The challenge is to find constructive means for managing conflict while still maintaining some differences that energize a group toward continued innovation.
In terms of maximizing a group's effectiveness after and between meetings, which of the following statements is true?
The process checks can help determine how the team is doing relative to its task.
Alison should have an information dissemination meeting with employees to explain the critical information about the extensive changes to their retirement program.
True
An ethnics test usually does not provide one "correct" answer.
True
Frames in negotiations can provide a filter for the other party to assess the negotiators position.
True
According to the text, men can learn from women's managerial style by:
Using appropriate relationship building in the workplace
The ____ strategy is considered when preparing for and in the thick of negotiation. This strategy relies on the adage "practice makes perfect"
managing
Which of the following should a speaker avoid when making a presentation?
Beginning with a joke
The larger the _____ area of the Johair Window, the more productive and mutually beneficial the interpersonal relationship is likely to be:
Open
Sara, while sharing information at work, must take into account that:
Open communication is essential in dealing with and managing conflict, making effective decisions and enhancing organizational culture.
Mary and Sue are having an argument. Sue does not care about her relationship with Mary and only wants to get what she wants out of the situation. Which style of conflict management does Sue appear to be using?
Competing
"Never let them see you sweat" alludes to the contribution that _____ makes to credibility.
Composure
The ____ strategy is the political equivalent of "win some, lose some" and is possible in a long-term relationship where there is time for give-and-take exchange.
Compromising
The right thing to do, based on generally accepted standards or norms, is the definition of:
Appropriateness
According to the ACE theory, people use _____ as criteria to determine whether to respond to a persuader's arguments.
Appropriateness, effectiveness, and consistency
Verdicts resulting from _____often result in one party being victorious or both parties compromising severely that the agreement is perceived as losing by both parties.
Arbitration
Barry needs to present a project proposal. For this, he is selecting his medium based on whether it allows for multiple cues ranging from combined visual and audio to limited visual. So Barry is evaluation the _____ for his medium.
Channel
The three techniques that are particularly useful for avoiding conflicts using effective communication skills are using "I" language, paying attention to nonverbal cues, and:
Communicating consquences
What is the team member/leaders role in the forming stage?
Encouraging the group to establish its mission and purpose.
When Jim attempted to persuade the executive board to allow his team to handle the market research, he mentioned the team's record on past successes with similar projects. By mentioning the team's record, Jim was trying to improve his effectiveness by:
Establishing credibilty
Which of the following is true of ethical decision making?
Ethnics can present a different perspective dimension for organizational decision making
A process check is done in the _____stage of a meeting.
Evaluation
All meetings should have a goal, and when the goal is to build trust and a sense of community, there is no substitute for:
Face-to-face interaction
Teams benefit greatly from ____, particularly in the beginning of a team's existence when building trust and creating group cohesion and commitment is critical to the team's success.
Face-to-face meetings
Teams benefit greatly from ______, particularly in the beginning of a team's existence when building trust and creating group cohesion and commitment is critical to the team's success.
Face-to-face meetings
Effective goal setting begins by setting a number of complex objectives simultaneously.
False
Friends and associates believe in your ability to follow through and do the right thing in a given situation. This develops competence.
False
In countries like Australia where power distance is low, decisions will be made by superiors with seniority and high status.
False
In the communication process, form is more important than substance.
False
It is always important to hold team members mutually accountable than individually accountable.
False
Jack did not let any of his co-workers know that he had been fired from his last job. According to the Johari Window, this information would be contained in the blind area.
False
Presenting information at a level of difficulty that goes beyond the person's understanding can cause message congruency.
False
Ron, as a manager, can reinforce the idea that collaboration in his team will be highly valued by using individual reward structures.
False
Roscoe needs to make an announcement about the office closing on New Year's Day. He should make sure feedback is incorporated in his communication.
False
Self-serving bias causes us to overestimate external factors for successes and blame internal factors for failure.
False
Sharon needs to give negative feedback to one of her project managers. It is best if Sharon gives the negative feedback via e-mail.
False
Since Cameron's team is involved in a very complex project with several deadlines, she should reduce the number of scheduled meetings.
False
Larry has service contract with Ryan's Rentals under which Ryan pays him a fixed sum for repairs and servicing his cars. Larry knows that Ryan is trying to cut his spending and might not be receptive to renewing the contract. Therefore, when Larry goes to negotiate the contract, he presents a proposal to highlight the advantages of the agreement for Ryan. Larry is attempting to create a perspective for Ryan by:
Framing for common ground
Amanda wants to improve her overall health and well-being. Working toward this end she writes down some goal statements. Which of these goal statements should be used by Amanda?
I would like to lost 10 pounds in two months, and to do this, I will lower any cholesterol by 20 points and also exercise.
Which of the following, if allowed by a manager, is likely to yield good results?
Keeping the common goal in the forefront
In the _____ stage, teams have worked through their differences, their memberships is stable, the task is clear and eyes are on the prize.
Performing
In countries where _____ is high, citizens show deep respect for age and seniority and rarely bypass hierarchy in important decisions.
Power Distance
Which of the following would be classified as important but not urgent in the time management matrix?
Preparing for an upcoming event
Dealing with interruption such as answering the telephone, would fall under which of the following quadrants in the time management matrix?
Quadrant 3
Touch-based communication varies depending upon the type of:
Relationship
Ben selectively pays attention only to information that reinforces his own beliefs, views, or needs, resulting in severe distortion to the original message. Ben's ineffective listening is most likely due to:
Selective perception
Which of the following actions would NOT be appropriate for Lisa to follow in order to better communicate via e-mail at office?
She could directly mail her boss's superiors, if she has access to their personal e-mail address
The lack of individual accountability in teams can lead to:
Social loafing
In the context of the stages of moral development:
Stage 6 deals with universal principle
At the adjourning stage of team development, ________.
Teams may disband permanently or take a temporary break
Debbie's team members are learning to incorporate new methods of working together. This implies that they are in the norming stage of team development.
True
Establishing superior customer service is a positive outcome of effectively managing diversity.
True
No two people will leave a communication with the same perceptions once the terms of agreement is negotiated
True
Self-disclosure improves people physiologically.
True
Since Kellie and four others are together trying to design a new product for their company, but group can be referred to as a team.
True
Some of the more common filters that can influence perception are stereotyping, projection, expectations, and interests.
True
Teamwork usually results in organized approaches and systematic processes for problem solving and task completion.
True
The average person may forget more than half of what he/she has heard the previous day.
True
When Issac demonstrates that he is reliable, humble and conscientious, he is displaying the _____ characteristic of credibility.
Truthworthiness
Asking someone to agree to a costly proposal but being ready to present a lower-cost alternative best describes which method of using the reciprocity/obligation rule?
Use the rejection-then-retreat approach
Sometimes the situation worsens because too much attention is paid to issues that are better to ignore. This tip for managing conflict relates to:
deciding whether to engage
Acquiring and enhancing negotiation skills in the present day is important because:
there is increased teaming and diversity in organizations
In some cases conflict initially reduces cohesion that can in turn reduce the likelihood of "groupthink" occuring
true