Module 2 Exam

Theresa says she is a big communicator. She likes to send a lot of emails and make sure employees are well informed. Based on this and other information you heard in the video, what communication style do you think Theresa uses?

directive

Which of the following is NOT an important component of a person's image?

Where you were born

Sanjay is low in sociability and low in dominance, giving him which communication style?

reflective

Tom is at a meeting with potential clients. Which is an etiquette mistake he could potentially make?​

​Forgetting to turn off or silence his cell phone beforehand

Which of the following is not a factor that should influence your choice of clothing for work?

How much money you make from the job

Hakeem was dismayed to discover that he offended coworkers by standing 2 feet away from them during business conversations. In the U.S., what distance would have been more appropriate?

4-12 feet

According to the text, how much time should be spent making eye contact during business meetings?

60-70%

Which of the following statements best describes communication style versatility?

I cannot control you, but I can control myself.

Rana has been promoted to Director. Many of her colleagues that worked with her when she was an assistant director may encounter challenges in working with her now due to which filter?​

Role expectations

One of the most important ways to establish a positive professional presence from the very first impression is to:

Wear appropriate attire for the people one will contact and the places one will be.

Which of the "Five Dysfunctions of a Team" did Nikki specifically say she did not have in her last job, where she felt like she DID work as a team?

Absence of trust

Which style of conflict management is a cooperative/nonassertive style?

Accommodating

Which of the following is not a way that labor unions and management can settle disputes?

Accommodating arbitration

The example in your text concerning organizational communication at BP highlights the impact of communication on:

All aspects of a business

Which of the following is not a result associated with the grapevine?

All of these

Managers who believe that praising workers will lead to requests for pay increases:

Are often wrong; if workers do not receive intangible rewards such as praise, they often demand higher tangible rewards, such as pay raises.

Reynaldo's outer office is scheduled for repainting. Only two colors are available: green and blue. Reynaldo doesn't care which color is used. One of his assistants prefers green and loathes blue, while the other wants blue and hates green. Because he was deeply involved in a major hiring decision at the time, Reynaldo diplomatically sidestepped having to choose the paint color. Reynaldo exhibited which conflict resolution style?

Avoidance.

All of the following are tips to become a respected team member except:

Be frank and candid.

According to famous psychologist Carl Jung, a person's communication style:

Remains quite stable throughout life.

Which of the following skills is used by active listeners?

Clarification of points by asking questions.

Even today, the majority of union contracts are settled through which means?

Collective bargaining.

At the end of their discussion of the productivity problems in Ron's department, Cole restated Ron's concerns: "In other words, Ron, we need to train your workers." Which aspect of active listening does Cole's statement exemplify?

Confirming understanding of the speaker's message by using feedback.

What caused the musician to yell out in the middle of the dress rehearsal?

Conflict trigger

Holden Outerwear demonstrates a climate of open communication, discovering individual employee values, and taking a personal interest in each employee. This shows improvement in what skills?

Consideration

Today's increase in workplace diversity exacerbates which source of conflict?

Culture clashes

Al wants to improve his team-building leadership style. Which of the following should he do?

Demonstrate to his team members that he trusts and respects them.

Gabriela is having a focused conversation with Emily about her current responsibilities at the company. Emily has exceeded all her goals and Gabriela is discussing more training so she can do different jobs in the department. What kind of coaching is taking place?​

Development

The text gives which of the following caveat with regards to communication styles?

Do not let the label you place on yourself become the excuse for inflexible behavior.

Which of the following is not a barrier to positive reinforcement?

Giving positive reinforcement too freely.

Cultural influences can lead people to develop stereotypes about different people. It is important to consider cultural differences. For example, Ho-uk, a Korean student, refuses to call his professor by the first name. His refusal is because:

He respects the professor.

One of the characteristics of positive energy is that it:

Helps employees to undertake demanding work

All of the following are behaviors exhibited by assertive persons except:

Holds true feelings inside

Case 11.1 ​ Wayne is making a sales call on a new client company. The previous sales professional servicing this account, Tom, left to join another company. Wayne had liked Tom the moment he met him but thought of him as a bit of a slob because of the way he always chewed gum. ​ Wayne is calling on Cassandra, the operations manager for this company. She is a middle-level manager. As Wayne walks into Cassandra's office, he notes her expensively tailored suit, her professional demeanor, the simple cologne, and the lack of jewelry. Cassandra's appearance and office décor are reminiscent of the VP's office in Wayne's own company. ​ During the sales call Wayne is somewhat nervous. He stutters occasionally during the presentation, stumbles over the answers to a couple of Cassandra's questions, and tends to end his statements with a question. At the end of the call, Cassandra thanks him for his visit and the information, and walks out to the main entrance with him, making casual conversation. They shake hands, and Wayne goes on to his next sales call. As she walks back to her office, she thinks, "Should I do business with a company represented by someone with so little self-confidence?" Refer to Case 11.1. Cassandra's appearance and office décor represent which principle of career wardrobe decisions?​

If you want respect, dress better than your industry standard

According to your text, the ultimate career killer is:

Incivility

______ is one of the problems with teamwork that must be overcome:

Individualism

According to the Leadership Grid developed from The Ohio State studies, a high structure/high consideration manager is described as:

Leader strives to achieve a productive balance between getting the job done and maintaining a cohesive, friendly workgroup

As virtual teams become more common in many companies, managers must learn how to effectively manage them. Which of the following is not a way to effectively manage a virtual team?

Let the team members figure out what their strengths are.

Managing your boss can be important for the success of your team. Which of the following is not a general consideration to keep in mind when you are practicing "boss" management?​

Maintain a distant and professional relationship

A manager who scores high on the dominance continuum:

Must be careful not to be seen as overbearing and inflexible

Charlie and Joe work for the same company. Charlie believed that he would win this year's "Hustle Award." When it was announced that Joe had won, Charlie felt that his hard work had been slighted. This situation illustrates that noncash incentive programs:

Often are interpreted as punishment by those who fail to receive an anticipated award

Alan pays particular attention to his facial expression in business settings because he realizes that it is the second most noticeable part of himself, ranking after:

Overall appearance

Which of the following is not a source of conflict in organizations?

Pay secrecy

Cultural influences can lead people to develop stereotypes about different people. It is important to consider cultural differences. For example, when a Korean shopkeeper places the change on the counter, not in your hand she is being:

Polite.

The department that Andy supervises ranks highest among the company's profit centers. Andy works hard to maintain good interpersonal relationships with his employees. This example demonstrates which of the following principles?

Positive reinforcement may increase productivity

Which of the following is not characteristic of a supportive style of communication?

Prefers orderliness

The conflict that occurred in the Boston Ballet was best solved by which negotiation style?

Problem-Solving Style

A weaver at the Longaberger Company produces baskets by hand, earning a predetermined amount for each basket produced, and a bonus for each basket beyond the quota. Longaberger's bonus system is an example of a:

Production incentive.

______ is a dynamic blend of poise, self-confidence, control and style that empowers us to be able to command respect in any situation.

Professional presence

According to Jung, which of the following is not a behavior style?

Prognosticator

Ryan prides himself in being an effective manager. He knows there are many ways to this. For example, Ryan has developed a detailed orientation and training program for new employees. This is an example of which consideration skill?

Provide for early and frequent success

All of the following help to improve consideration skills except:

Provide specific feedback often

Gina has just been appointed vice president for academics at the college from which she graduated. Her predecessor's aloof demeanor and slow decision making caused problems with a majority of the faculty. Gina's communication style is reflective. What should Gina do to minimize problems in her new position?

Recognize situations in which she must flex to a different style, something her predecessor --- also a reflective --- failed to do.

Which of the following is an example that shows Theresa's communication style?

She prefers to send a handwritten letter over an email

During a meeting with her team to iron out a major conflict, Marie asked every team member to write a short paragraph describing the problem. Team members then shared their viewpoints, and the real cause of the conflict became apparent. Marie's action was appropriate for a team at which step of resolving its conflict?

Step two: Defining the problem and collecting the facts.

____ reflects the extent to which a leader is likely to define and direct his or her role and the roles of subordinates toward goal attainment.

Structure

All of the following are types of people, identified in the text, you can't stand except:

The Dog

Nancy heard from Molly, a coworker, that Amy was going to become their new supervisor. Molly heard the news from John, a friend from another department. This is an example of which form of organizational communication?​

The grapevine

Wanda practices team-building leadership skills in the work unit that she supervises. Which of the following is most likely to be true of Wanda's work team?

They will experience synergy in their work outcomes.

Which of the following is true about conflict and agreement in organizations?

Too much agreement within an organization may be unhealthy

Conversational etiquette dictates that:

We should use titles of respect—Ms., Miss, Mr., Professor, or Dr.—until the relationship is established.

Frank and his subordinate, Allison, are creating a training program for new employees. Frank would like to include training on submitting month-end progress reports, but Allison feels that training isn't necessary until the employees have been working for several months. Frank tells Allison that if she doesn't agree to put it in the training program, he will not approve her time off request over the holidays. Frank is demonstrating which type of conflict resolution style?

Win/lose.

Sam's supervisor was two weeks late with his evaluation of her quarterly report. Sam finally begged her supervisor to critique the report, even though she realized that his comments would be scathing. Sam's behavior illustrates that:

Workers prefer negative feedback to no feedback at all

An example of someone in the flow state is:​

a child who spends hours happily building structures with block

Case 13.1 ​ There is a major conflict going on in Andy's department. Workers do not trust Andy. They resent his authoritarian style, and they resist his instructions and suggestions. Andy sees the workers as "drones," and they think of him as "Darth Vader." Initially, Andy's manager tells the workers to "put up with it" and to "get back to work." He refuses to listen to their complaints and imposes his instructions with a threat of discipline. A group of employees discusses the problem. Jane suggests that they just drop it and go back to work. She doesn't want to lose her job and fears that even if they win, their working relationship with Andy will be damaged beyond repair. Malcolm suggests that they go back to Andy's boss and explain that they think talking about Andy's behavior could improve productivity and quality. He tells the group they ought to write down and present the substance of their concerns, not just attack Andy's management style. Malcolm thinks they can work this out without removing Andy or getting fired themselves. ​ Refer to Case 13.1. The basic cause of this conflict is

adversarial management

Chris is a theory X manager who spends most of his time scrutinizing how his subordinates do their jobs. The employees often call their union representative to complain about him. Chris's behavior is an example of how ____ can cause conflict within an organization.

adversarial management

One of the fundamental concepts underlying communication styles theory is that

an individual's communication style tends to be stable throughout his/her life

Carter has been promoted after working at Quality Printing for 8 years. In his new role as a manager, he is expected to​

be sure employees know how and when to run all the machines

Which of the following is appropriate content for an impersonal communication?

company policy manuals

When it results in a misunderstanding that causes two or more parties to perceive a disagreement, ineffective communication can serve as a(n) _____.​

conflict trigger

Case 13.1 ​ There is a major conflict going on in Andy's department. Workers do not trust Andy. They resent his authoritarian style, and they resist his instructions and suggestions. Andy sees the workers as "drones," and they think of him as "Darth Vader." Initially, Andy's manager tells the workers to "put up with it" and to "get back to work." He refuses to listen to their complaints and imposes his instructions with a threat of discipline. A group of employees discusses the problem. Jane suggests that they just drop it and go back to work. She doesn't want to lose her job and fears that even if they win, their working relationship with Andy will be damaged beyond repair. Malcolm suggests that they go back to Andy's boss and explain that they think talking about Andy's behavior could improve productivity and quality. He tells the group they ought to write down and present the substance of their concerns, not just attack Andy's management style. Malcolm thinks they can work this out without removing Andy or getting fired themselves. Refer to Case 13.1. If the company leadership wants to have a meaningful dialog with Malcolm and his coworkers, they need to ____

ensure a safe environment for the negotiations

According to psychologists, the "primacy effect"​

establishes the initial mental framework within which another person is viewed

An emotive communication style operating in the excess zone is characterized by the​

expression of highly emotional opinions and seeming unwillingness to listen to others.

Compromising is a key component of the problem-solving behavioral style

false

David is interviewing with Karen and notices that she often gestures when she speaks. In response, David mirrors Karen's tendency and also employs gesturing. Karen is likely to feel mocked by David.

false

Dominance can be defined as an ability to control or express feelings.

false

During a meeting, a potential client is introduced as "Shandra Smith." It is important to put her at ease and a sign of good manners to call her Shandra throughout the meeting.​

false

Gestures are a transnational means of communicating, in that they have the same or universal meaning across cultures.

false

If there is no company policy against certain attire, then it is all right to wear that attire—for example, flip flops.​

false

If you are interviewing for a job, the best way to prepare is to be on time and dress well. Then you will be relaxed and able to ask intelligent questions.​

false

In general, strikes are examples of win/lose situations.​

false

In general, the fewer alternatives you present, the better a negotiating position you'll be in.​

false

In the field of positive psychology, a person in a state of flow is fully immersed in a feeling of energized focus related to absorption in a task that he or she greatly enjoys.​

false

Managers are more effective if they are higher on the dominance continuum than on the sociability continuum.

false

People who work under a manager who emphasizes structure will have a good relationship and be able to share ideas.

false

Self-managed teams encourage each team member to be responsible for one particular task.

false

Speaking rapidly in the workplace is appreciated because it conveys to your coworkers and supervisors that you are efficient and high energy.​

false

Successful people in the business world tend to be higher on the sociability continuum.

false

There is very little you can do to change in an effort to be happy because of the way you were raised.

false

When an employee is learning a new job, it is better for a manager to be patient and delay addressing any performance problems.

false

When flexing to a reflective style, one should be specific, brief and to the point, and maintain a fast and decisive pace.

false

Which of the following actions do not show appreciation?

giving a limp handshake

The use of e-mail​

has accelerated the pace of exchanging information.

Joshua got a promotion but the job involves moving to Brazil. He can be more successful if he:​

increases his cultural intelligence

Assertive behavior​

is a way of making a point without upsetting others

When dealing with a bully, the best strategy is to​

keep your cool and ask the bully to fully explain what he or she is trying to say or do

Examples in Chapter 10 show that positive energy can be developed in companies by​

making employees feel valued by investing in them and their community

When a person intentionally matches the body language of the individual they are meeting with she is practicing:

mirorring

According to Judy Orloff, _____ is fearful, judgmental and depleting.

negative energy

In the opening of Chapter 11, you met a person who reinvented her _____ by overcoming shyness and anxiety about meeting with clients and thus become successful in her field.​

personal brand

Your _______ describes the attributes and the image you wish to portray to others when they think of you.

personal brand

Joel Klippert was literally laughed at when he first presented his idea for making building products out of recycled paper. What did he use to overcome this adversity?

positive psychology

After Kliptec began getting sales, customers came back with requests for new products, which further promoted Kliptec's success. This is an example of _____.

positive reinforcement

Using capital letters throughout an e-mail message is the verbal equivalent of:

shouting

_____ can be defined as the tendency to seek and enjoy personal relationships.

sociability

Steve likes to speak to customers face-to-face. This indicates that Steve is high on the ____.

sociability continuum

Which of the following is not a filter that may be used by a sender of a message?

soluble

"Guess I'll just use low-key, friendly persuasion again," said Enrique about resolving a dispute over copier usage. Enrique's attitude is typical of which communication style?

supportive

When Mikey's work improves simply from having Nikki at the company, _____ has occurred.

synergy

Higher levels of job satisfaction and less stress can be attributed to _____.

teamwork

Voluntary arbitration means​

that those involved in the dispute submit their dispute to a neutral third party.

Concerning the impact of noncash incentive programs, many companies have discovered that:

to motivate employees to exert continuous effort, monetary incentives work better than noncash incentives

Which of the following statements is an example of someone demonstrating aggressive behavior in a group meeting situation?​

​"Are you crazy? You will never get anywhere if you try to negotiate with management."

Which of the following is an example of career apparel?​

​All of these

By not giving up when all the doors were slammed in his face, Joel Klippert was ____.

training his brain for positive thinking

A lose/lose conflict management strategy requires both sides to lose something and can be applied when there is little time to negotiate or little chance of making progress otherwise

true

Effective cross-functional teams need a clear and common purpose or objective.

true

Emotional intelligence is a powerful predictor of leadership success because it gives you the ability to monitor your own and others' emotions and deal with them effectively.

true

Facebook, Twitter, and LinkedIn combine personal interaction and technology.

true

It is possible to strengthen one's ability in a particular communication style in order to get along better with others.

true

Leslie projects a serious attitude, expresses strong opinions, and sometimes projects an air of indifference. Leslie most likely has a directive communication style.

true

Mediation indicates that both sides of the conflict have voluntarily agreed to allow a third party to suggest solutions but that neither side is bound by the decision.​

true

More than 30 years ago, thought leader Warren Bennis predicted that the pyramid-shaped organization chart with top management in a position of absolute power and decision making would become obsolete

true

One of the best ways for management to cope with the grapevine is to identify the organization's information leaders and use them to promptly and honestly clarify information heard via the grapevine.

true

Personality is based on the thoughts, feelings, and actions that characterize someone, whereas communication style is just one dimension of personality based on observable behaviors.

true

Successful teams experience constructive disagreement and conflict

true

The most well-known management expert in the field of leadership said you can predict the future if you plan it.

true

Turning down your radio at work and refilling the copier paper tray after using the machine are examples of civility.​

true

Using a moderately aggressive, moderately cooperative style may be appropriate when negotiating or resolving a complex conflict that does not involve unethical behaviors.​

true

When meeting someone for the first time, it is important to express social generosity by putting the other person's needs and feelings before your own.​

true

You can increase the positive impact of a first handshake with a new client by smiling and maintaining eye contact during the handshake.​

true

During his conference with Lynn, Michael listens carefully to Lynn's complaints about anything and everything, identifies and writes down specific problems, and finally tells Lynn that they will talk again when Lynn is ready to discuss solutions. Judging by his handling of Lynn, Michael believes that Lynn is a

whiner

With regard to the event of a musician's outburst, the director was looking for a ____ resolution.

win-win

When Ernesto needed to learn what his employees really think about his company's new pension plan, he approached Vonnie, a long-time secretary in the legal department with contacts throughout the organization. Ernesto's action is best described as:

working the grapevine

Case 12.1 ​ Harvey is considering implementing team-building management in his company. He wants to start with teams that work on the production line. He wants groups of five to fifteen people, responsible for one clearly defined product, and he wants them to be individually accountable for the work of the team as a whole. Harvey believes that effective teams permit free expression of feelings as well as ideas, have members who listen to each other, and have well-understood tasks and objectives. ​ Cynthia is a first-line supervisor in Harvey's company. She values her people and their productivity relatively equally. She seeks to be proactive in her management and works hard at rewarding the contribution of ideas and recognizing accomplishments. Her fellow manager William, in contrast, is far more task-oriented and is more concerned with production than with his people. To William, employees are instruments of production.​ Refer to Case 12.1. Cynthia's leadership exemplifies which leadership style based on the Ohio State research?​

​High structure, high consideration

Case 12.1 ​ Harvey is considering implementing team-building management in his company. He wants to start with teams that work on the production line. He wants groups of five to fifteen people, responsible for one clearly defined product, and he wants them to be individually accountable for the work of the team as a whole. Harvey believes that effective teams permit free expression of feelings as well as ideas, have members who listen to each other, and have well-understood tasks and objectives. ​ Cynthia is a first-line supervisor in Harvey's company. She values her people and their productivity relatively equally. She seeks to be proactive in her management and works hard at rewarding the contribution of ideas and recognizing accomplishments. Her fellow manager William, in contrast, is far more task-oriented and is more concerned with production than with his people. To William, employees are instruments of production.​ Refer to Case 12.1. William's leadership demonstrates which leadership style based on the Ohio State studies?

​High structure, low consideration

In business, an effective speaking voice has a number of qualities to it, including​

​a moderate pace.

Horizontal communication within an organization carries messages

​among people on the same level of authority

Facial expressions​

​are important cues that help others read your mood and personality

Case 2.1 ​ B.F.E., Inc. is changing its employee benefits plan. Some of the changes will be positive and some will take current benefits away. As vice president of human resources, Cynthia is concerned that the communication to the employees be as accurate as possible. When the changes are communicated from management to the employees, a small group of employees reacts negatively. The employees don't like the changes and feel the company once again is taking advantage of them, even though the positive changes outweigh the negative ones. This group sends a representative to Cynthia to express their concerns. Cynthia is anxious to understand this group's concerns. Refer to Case 2.1. The few dissatisfied employees have filtered the company's message through their​

​attitudes.

To help promote purposeful action and sustained improvement, leaders must often assume the role of​

​coach

In order to provide superior customer service, organizations should keep in mind that

​every person should be respected regardless of their duties or their position.

The directive communication style is characterized by

​frankness, assertiveness, and determination

When verbal and nonverbal messages match,​

​it gives the impression that you can be trusted.

A manager working to improve consideration skills should specifically​

​learn about the values of individual employees.

Sociability can be defined as a tendency to​

​seek and enjoy social relationships

Case 3.1 ​ Miguel has a big sales presentation tomorrow. He's planning how to adapt his presentation to meet the needs of his customer. Miguel would describe himself as highly competitive, outgoing, and talkative, and also disciplined, serious, and formal. His customer, Regina, listens to him attentively, expresses herself thoughtfully and deliberately, and would describe herself as easygoing, friendly, and casual. Refer to Case 3.1. If Miguel wants to be effective with Regina, he probably needs to​

​show a sincere interest in her and patiently listen to her needs

Case 11.1 ​ Wayne is making a sales call on a new client company. The previous sales professional servicing this account, Tom, left to join another company. Wayne had liked Tom the moment he met him but thought of him as a bit of a slob because of the way he always chewed gum. ​ Wayne is calling on Cassandra, the operations manager for this company. She is a middle-level manager. As Wayne walks into Cassandra's office, he notes her expensively tailored suit, her professional demeanor, the simple cologne, and the lack of jewelry. Cassandra's appearance and office décor are reminiscent of the VP's office in Wayne's own company. ​ During the sales call Wayne is somewhat nervous. He stutters occasionally during the presentation, stumbles over the answers to a couple of Cassandra's questions, and tends to end his statements with a question. At the end of the call, Cassandra thanks him for his visit and the information, and walks out to the main entrance with him, making casual conversation. They shake hands, and Wayne goes on to his next sales call. As she walks back to her office, she thinks, "Should I do business with a company represented by someone with so little self-confidence?" Refer to Case 11.1. Wayne's observations about Cassandra are example of the impact of ____ on the formation of someone's opinion.​

​surface language

Good manners are essentially

​thinking of the welfare of another, as expressed through kind, considerate behavior

Amy informs her employees that they can offer any constructive criticism regarding her leadership style by placing anonymous notes in her mailbox. This is an example of​

​upward communication

When you determine your communication style, you should also keep in mind that​

​you share traits of other styles