Management chapter 3
STATE
(1) Share their facts, (2) Tell their story, (3) Ask for others' facts and stories, (4) Talk tentatively, and (5) Encourage testing
Devil's advocacy and the dialectic method are two programmed conflict techniques
...
ADR techniques
: facilitation, conciliation, peer review, ombudsman, mediation, and arbitration
In ________, the negotiating parties cooperatively develop multiple-deal packages while building a productive long-term relationship.
Added-value negotiation
The benefit of ________ is that it uses faster, more user-friendly methods of dispute resolution, instead of traditional, adversarial approaches, such as unilateral decision making or litigation.
Alternative dispute resolution (ADR)
Positive practices that escalate positive outcomes because of their association with positive emotions and social capital are having an _______ effect.
Amplifying
Larry and Roger wanted to buy office furniture for the new location of their advertising firm. They discussed their needs. Larry said that he needed plastic furniture and Roger stated that he needed wooden shelves. They also discussed how many chairs, tables, shelves, and other kinds of furniture would be required. Which of the following steps of added-value negotiation is described in this situation?
Clarify interests
Leanne is promoted to manager of XYX furniture store. George also applied for the position. He confronts Leanne, claiming that she is undeserving of the position and only got it because she was a woman. Leanne explains that she has 10 years of previous experience in other stores. Leanne is exhibiting _________.
Compassion
Conflict
Conflict occurs when one party perceives that its interests are being opposed or negatively affected by another party
A study conducted in two prisons showed that the more contact white inmates experienced with African American inmates, the more positive their attitudes toward the African American inmates became. This is an example of the ________ hypothesis.
Contact Hypothesis
Which of the following is NOT a step of the TED protocol for effective presentations?
Control your stress
________ occurs when people perceive that they are being attacked or threatened.
Defensiveness
cyberloafing
Despite the many benefits of social media, it can result in lost productivity due
Jim is head of the marketing department and must decide how to allocate a fixed amount of funds. There are two top projects that Jim believes hold the most promise. Recently, the majority of funds have been allocated to Project A, but Jim wonders if it is time to provide Project B with a larger share of the money. Jim decides to assign a particular individual, Clara, to thoroughly criticize the proposal for Project B, looking for every possible flaw. Which technique is Jim using to help him make a better decision?
Devil's Advocacy
Meryl wants to buy a used car, and she can spend $4,000. She meets up with Sandy who wants $4,750 for her 2008 Toyota. Meryl can't go any higher. This is an example of _________ negotiation.
Distributive
_________ is the process of translating thoughts into a code or language that can be understood by others.
Encoding
If a manager wants to reduce the chances of an employee becoming defensive, he/she should ________
Exhibit empathy
Roger manages both Bill and Nancy. They are in an argument about who should handle a particular job. Roger encourages them to deal directly with each other in a positive and constructive manner. Roger is acting as a(n)
Facilitator
Jamil is a new member of a group that evaluates student activities on campus. He wants to focus on bringing more foreign students into the mainstream activities. The president of the group seems to have her own ideas and virtually everyone supports her. When Jamil opposes one of her suggestions, everyone looks uncomfortable. This is an example of a psychological safety climate.
False
Light tactics of conflict include making threats; heavy tactics include violence.
False
Listening effectiveness is positively associated with customer satisfaction but negatively related to employee job satisfaction.
False
Organizations should work to discourage positive deviance in the workplace.
False
To achieve a climate encouraging positive OB, an organization must foster a specific set of organizational values, organizational practices, and transformational leadership.
False
Work-family conflicts can be social or emotional.
False
Susan, a management major, is taking an overload of classes this term. On a team project in one of her classes, one of her teammates sees how busy she is and does the final proofreading of the team project for her. Susan is most likely feeling ______?
Gratitude
People with high levels of positive psychological capital tend to display ______
Hope, efficacy, resilience, and optimism
Which of the following is TRUE about balancing positive and negative emotions?
Ideally, we should try to have more positive experiences than negative
Mark, the business head of a firm, wanted to give New Year's gifts to his employees. He discussed this with his employees and decided to give leather computer bags. Mark stated that he did not want to give cheap bags, while a few employees said that they did not want exorbitantly priced designer name bags. Identify the step of added-value negotiation used in this situation.
Identify options
Which of the following is a tip for more effective PowerPoint presentations?
Include questions on slides
14. John received a poor performance evaluation from his boss. On the weekend, he talks with his neighbor Faisal about his situation. Faisal asks him questions about his work and the evaluation, and as a result John develops a plan of action for improving his productivity. Faisal has provided ___________
Informational Support
When issues are complex, better solutions are needed, commitment is needed, and time is available, the ________ conflict handling style is appropriate.
Integrating
Manash pays attention in his management class, where the professor has entertaining visual aids. At times, he makes good eye contact with the professor, and occasionally raises his hand to ask questions. On other days, he is quiet and his eyes are on his notebook. He is exhibiting the ________ style of listening.
Involved
Why is it critical for managers to develop policies and procedures governing the appropriate use of social media?
It can create many legal, financial, and personnel risks.
Dylan and Jack are playing a game of chess. Jack wins, and then he touches Dylan on the shoulder and says "good game." What does this communicate.
Jack likes Dylan
meaningfulness
Meaningfulness is belonging to and serving something that you believe is bigger than the self.
Neil is attending a job fair. He knows that there is a lot of competition for these positions and wants to stand out. Neil practices his greeting and "elevator" pitch in front of a mirror. He brings copies of his resume and business cards. On each card, he notes his blog site address. On the blog, he has comments on several recent articles about new technologies in this field. Neil is maximizing __________
Media Richness
A neutral and trained third party can guide others to find innovative solutions to conflict. To ensure neutrality, most organizations hired ADR qualified outsiders. In this case, a(n) _________ is one who does not render a decision. Rather, it is up to the parties to the conflict to reach a mutually acceptable decision.
Mediator
_______ is a key input to positivity from person factors.
Mindfulness
Chris just finished a calculus test. Afterward, he walked all the way across campus without being aware of anything or anyone he passed. Chris is being _________
Mindless
In which way do employees waste time on social media?
Online Shopping
_________ is defined as employees' perceptions of formal and informal organizational policies, practices, procedures and routines.
Organizational Climate
Which of the following statements about conflict is TRUE?
Organizations can suffer from too little conflict
Two supervisors, Justin and Sean, are given instructions to trim their group size by two people. Justin's personality tends to favor people. He is generally more sensitive to people, and is a thoughtful supervisor. Sean is just the opposite. He is more concerned with group production, and considers people's feelings secondary to the work. Hence their approaches in trimming their teams are different. They can't see each other's point of view and leave the discussion thinking ill of each other. Which of the following types of conflict are Justin and Sean experiencing?
Personality Conflict
Which of the following statements about incivility at work is false?
Personality is highly unlikely to be a source of incivility
organizational climate
Positive OB needs the right environment with respect to organizational culture
Juan finished the special report for the vice president of marketing. He spent many extra hours compiling this report and knows it has excellent quality. ______ is the emotion Juan is most likely experiencing.
Pride
_________ is not one of the components of well-being
Productivity
Self-efficacy is a component of
Psychological capital
The perceptual model of communication depicts communication as a process in which
Receivers create meaning in their own minds
Imelda's life is difficult right now. Her husband and she recently decided to divorce and she is now a single parent of two pre-teenagers. They are good kids, but it is difficult taking care of them and managing her full-time job as a middle manager. Imelda has started taking work home at night and finishing projects at night after her children are in bed. Imelda is likely exhibiting _________
Resilience
During a class lecture, Mike finds himself thinking about an argument he had last night with his girlfriend, Mike is displaying _________
Rumination
Joseph wants Taylor to pick up some snacks to bring to a meeting. In this case, Joseph is the _________ (the person wanting to communicate information), and Taylor is the _______ (the person, group, or organization for whom the message is intended)
Sender, Reciever
Which of the following is NOT an element of an effective social media policy?
Stay away from defining what is considered illegal.
What is the contact hypothesis? What has research shown about this idea? Do you think this is a useful philosophy?
The contact hypothesis states that the more members of different groups interact, the less conflict there will be. Research has shown this idea to be limited. I believe that there could be truth to this philosophy. It makes sense that the more time you
. People have individual styles for handling negative conflict
These styles include integrating, obliging, dominating, avoiding and compromising
signature strengths
Those character strengths that are most essential to who we are
intergroup conflict
Too much group cohesiveness can lead to in-group thinking, which can in turn lead to intergroup conflict
Employees who flourish report less stress and more organizational commitment and job satisfaction. They perform better, and are absent less than employees who don't flourish.
True
Every management function and activity involves some form of direct or indirect communication.
True
Positive emotions broaden your mindset and open you to consider alternatives when trying to solve a problem, as well as help you build social relationships.
True
Recent research has shown that employees use of social media is related to increased job satisfaction, performance, and retention.
True
The best thing a manager can do to create functional conflict is to urge coworkers to hunker down and slog through, to simply persist.
True
The four factors of media richness include Feedback, channel, type, and language source.
True
Well-being is the combined impact of positive emotions, engagement, relationships, meaning, and achievement, pursued for their own sake.
True
Which of the following is NOT a factor in media richness?
Whether a medium involves electronic methods
Teddy is a project manager at a consulting firm. He travels a lot and works very long hours. When he's home, he is always checking e-mail. He has a three-year-old son and a brand-new daughter, and his wife is upset that he doesn't help more. He is experiencing
Work-Family conflict
In negotiation, the ZOPA is the _______. Remember that nonverbal communications also help convey your emotions during negotiations.
Zone of possible agreement
4 types of listening styles
active, involved, passive, and detached
state of flow
are completely involved in an activity for its own sake
Two forms of intergroup conflict
are conflict states and conflict processes
Optimists
are people who view successes as due to their personal, permanent, and pervasive causes, and negative events as due to external, temporary, and situation-specific ones
organizational practices
are procedures, policies, practices, routines, and rules that organizations use to get things done.
Communication
as the exchange of information between a sender and a receiver, and the inference of meaning between the individuals.
mindfulness
awareness that emerges through paying attention on purpose
doing well
being profitable and performing at a high level
Conflict escalation
characterized by a change in tactics, an increase in the number of issues, and an increase in the number of parties involved.
perceptual model of communication
depicts communication as a process in which receivers create meaning within their own minds.
social media policies
describe the who, how, when, for what purposes, and consequences for noncompliance of social media usage
Younger employees also are more likely to use the internet and social media to accomplish their tasks. This is an example of the ____________ that represent the key issue when considering communication across generations.
expectations and norms
media
face-to-face conversations and meetings, telephone calls, charts and graphs, and digital forms of communication
Positive Organizational behavior (POB)
focuses on positive human characteristics that can be measured, developed, and effectively managed for performance improvement
dysfunctional conflict
hinders organizational performance
HERO
hope, efficacy, resilience, optimism
Postivity effect
how all living systems are attracted towards a life fo giving, positive energy, and away from depleting, negative energy.
crucial conversation
is a discussion between two or more people where (1) the stakes are high, (2) opinions vary, and (3) emotions run strong
Nondefensive communication
is another communication skill that affects communication competence
Incivility
is any form of socially harmful behavior, such as aggression, interpersonal deviance, social undermining, interactional injustice, harassment, abusive supervision, and bullying.
Noise
is anything that interferes with the transmission and understanding of a message. Media richness is the capacity of a given communication medium to convey
Nonverbal communication
is communication without words.
Negotiation
is give-and-take decision making involving two or more parties with different preferences
Personality conflict
is interpersonal opposition based on personal dislike and/or disagreement`
Social support
is the amount of perceived helpfulness derived from social relationships.
Media richness
is the capacity of a given communication medium to convey information and promote understanding
Resilience
is the capacity to consistently bounce back from adversity and to sustain oneself in the face of the demands of positive events
well-being
is the combined impact of five elements—positive emotions, engagement, relationships, meaning, and achievement, referred to by the acronym PERMA
Flourishing
is the extent to which our lives contain PERMA
sender
is the person wanting to communicate information—the message
Decoding
is the receiver's version of encoding and consists of translating aspects of a message into a form that can be interpreted
Virtuous leadership
is to help individuals, groups, and organizations to elevate, enrich, and flourish
Crowdsourcing
is when companies invite non-employees to contribute to particular goals and manage the process via the Internet
positive psychological capital
is when people have high levels of hope, efficacy, resilience, and optimism, referred to as HERO
Defensiveness
is when people perceive that they are being attacked or threatened, feelings which can lead to defensiveness in the other party
doing good
making the wellbeing of others a priority
. The STATE technique
method for facing crucial conversations and handling them well
Work-family conflict
occurs when the demands or pressures from work and family domains are mutually incompatible
Feedback
occurs when the receiver expresses a reaction to the sender's message
psychologically safe climate
people are more likely to speak up and present their ideas, and are less likely to take disagreements personally
receiver
person, group, or organization for whom the message is intended
Kerry's manager asks her to head up a team reviewing office protocols. Kerry is in a great mood, having received a substantial bonus last week. This indicates that _________ experiences lead us to be more responsive to positive information.
positive
Prosocial
positive acts performed without expecting anything in return
PERMA
positive emotions, engagement, relationships, meaning, and achievement
amplifying effect
positive practices have an amplifying or escalating effect on positive outcomes because of their association with positive emotions and social capital
Programmed conflict
raises different opinions regardless of the personal feelings of the managers
buffer
reducing the impact of negative events and stressors by enhancing what is called physiological capital
Linguistic style
refers to a person's typical speaking pattern
Social media
refers to the use of web-based and mobile technologies to generate interactive dialogue with members of a network
Communication competence
reflects your ability to effectively communicate with others
organizational values
represent the ideals that are endorsed, shared, and supported by the organization as a whole. Global values that are essential for promoting POB include restorative justice, compassion, and temperance
Efficacy
represents your confidence in your ability to do something
Listening
requires cognitive attention and information processing
Functional conflict
serves the organization's interests
mindlessness
state of reduced attention, and it is associated with lower task performance
postitive deviance
successful performance that dramatically exceeds the norm in a positive direction
contact hypothesis
suggests that the more members of different groups interact, the less intergroup conflict they will experience
. Encoding
translates mental thoughts into a language that can be understood by others
attention deficit hyperactivity disorder
two key inhibitors of mindfulness
Alternative dispute resolution (ADR)
uses faster, more user-friendly methods of dispute resolution, instead of traditional, adversarial approaches used for resolving disputes
waypower
when they can see one or more alternative paths to achieve their goal, even when faced with adversity
willpower
when they have a goal and the determination to achieve it
integrative
where a host of interests are considered, resulting in an agreement that is satisfactory for both parties
empathy
which is the ability to recognize and understand another person's feelings and thoughts
zone of possible agreement
which reflects the range of possible outcomes you are willing to accept.
distributive
which usually involves a single issue in which one person gains at the expense of the other
2 components of hope
willpower and waypower
