Deck 12: Communication and Interpersonal Skills

Question 1

Gestures, facial expressions, and leaning toward or away from a person are all examples of

A)body language.
B)verbal intonation.
C)noise.
D)feedback.

Answer 1

A

Question 2

Application of Conflict Management
Stacie had just returned from a seminar on conflict management. Although it seemed as if she spent a lot of time dealing with conflict, it certainly was not her favorite aspect of being a manager. She thought about some of the conflicts that she had encountered lately. There had been the conflict last week between two office staff members over the location of the department coffee pot. They could not agree on where it should be placed. Stacie had smiled, shaken her head, and walked away from that one. Then there had been the dispute among the middle managers over where to hold the company picnic.
The argument had gotten rather heated, but it made no difference to Stacie, and she was not about to use some of her credits for something that unimportant to her. She let the others choose the site since it was important to them. Then there was the ongoing debate over the restructuring of the company. Top management had said there was a time period of two years in which to complete a restructuring, and they had wanted employee input from the bottom up so that it could be a win- win situation for everyone. Everyone involved in this debate realized the importance of a positive resolution.
What strategy did Stacie use in dealing with the company picnic?

A)forcing
B)compromising
C)collaboration
D)accommodation

Answer 2

D

Question 3

The________ is the purpose to be conveyed in the communication process.

A)noise
B)channel
C)source
D)message

Answer 3

message

Question 4

________ is not an essential negotiation skill.

A)Coming to a timely resolution
B)Emphasizing win- win solutions
C)Focusing on problems, not personalities
D)Creating trust and openness

Question 5

________ is destructive and can reduce individual and organizational performance.

A)Functional conflict
B)Competition
C)Interpersonal conflict
D)Dysfunctional conflict

Question 6

Which of the following statements about the grapevine is false?

A)Some people are included in most messages.
B)The grapevine exists in most organizations.
C)The information from the grapevine flows in all directions.
D)Everyone is included.

Question 7

Contingency Factors in Delegation
Elaine knew that in order to be an effective manager she needed to delegate, yet it was extremely difficult for her. She was new to the organization and was unsure exactly what the delegation process was and how it was to be used. There were seven layers in the organizational hierarchy, and she had 15 managers reporting to her. She knew delegation had to occur. Looking in the company handbook, she noticed that for all decisions over $140,000, she needed her supervisor's approval. For everything over $250,000, vice- presidential approval was needed. Many of the tasks her managers were working on were very technical. Elaine was not sure if she had the expertise to make some decisions. However, she had a very competent group of people working for her. Their skill level, education, experience, and motivation were superior. The final question in her mind was to determine what was acceptable in the organization. Management seemed to trust the employees and place confidence in their decision- making. It was a point Elaine still needed to check out.
Which of the following contingency factors of delegation is affected by the seven layers of organizational hierarchy?

A)the size of the organization
B)task complexity
C)organizational culture
D)the importance of the duty or decision

Question 8

Application of Conflict Management
Stacie had just returned from a seminar on conflict management. Although it seemed as if she spent a lot of time dealing with conflict, it certainly was not her favorite aspect of being a manager. She thought about some of the conflicts that she had encountered lately. There had been the conflict last week between two office staff members over the location of the department coffee pot. They could not agree on where it should be placed. Stacie had smiled, shaken her head, and walked away from that one. Then there had been the dispute among the middle managers over where to hold the company picnic.
The argument had gotten rather heated, but it made no difference to Stacie, and she was not about to use some of her credits for something that unimportant to her. She let the others choose the site since it was important to them. Then there was the ongoing debate over the restructuring of the company. Top management had said there was a time period of two years in which to complete a restructuring, and they had wanted employee input from the bottom up so that it could be a win- win situation for everyone. Everyone involved in this debate realized the importance of a positive resolution.
Why did Stacie use avoidance with the coffee pot issue?

A)Time is needed to cool the emotions down.
B)The conflict was trivial.
C)Emotions were running high.
D)all of the above

Question 9

The bargaining strategy, which operates under zero- sum conditions, is

A)win- win bargaining.
B)negotiation.
C)distributive bargaining.
D)integrative bargaining.

Question 10

When the issue under dispute is not that important to you or when you want to build up credits for later issues, which of the following conflict- handling strategies would work best?

A)accommodation
B)compromise
C)avoidance
D)collaboration

Question 11

________ is the intentional distortion of information to make it appear favorable to the recipient.

A)Manipulation
B)Projection
C)Filtering
D)Selective perception

Question 12

________ is a way for organizations to exchange business transaction documents such as invoices or purchase orders, using direct computer- to- computer networks.

A)Instant messaging
B)Electronic data interchange
C)Facsimile
D)Voice- mail

Question 13

In bargaining, the area where two parties' aspiration ranges overlap is the

A)resistance point.
B)settlement range.
C)point of contention.
D)target range.

Question 14

________ is the drawback of written communication.

A)Lack of permanent record
B)The fact that feedback and exchange is not immediate
C)Lack of clarity
D)Lack of precision

Question 15

Application of Barriers to Effective Communication
The message received yesterday was certainly not the message Jon had intended to send. This morning after speaking to the fifth angry employee, he realized he had failed in communicating. He had worked so diligently to properly word the decrease in profits and the resulting lack of a bonus for the coming year. It was due, in large part, to foreign currency risk factors. When all foreign currency had been changed back to dollars, profits were gone and with it, the bonus. The employees had been so upset as soon as he said the words "no bonus" that he was not sure they had heard anything else. Now he had to try and communicate again.
Jon used the technical terms for the currency exchange problem like exchange rate risk, hedging, forward contracts, and differing exchange rates. He tried to explain the difficult concepts using all the proper finance terminology. He tried to be thorough in his explanation. Words evidently have differing meanings to differing people. This is an example of which communication barrier?

A)language
B)nonverbal cues
C)filtering
D)emotions

Question 16

Application of Conflict Management
Stacie had just returned from a seminar on conflict management. Although it seemed as if she spent a lot of time dealing with conflict, it certainly was not her favorite aspect of being a manager. She thought about some of the conflicts that she had encountered lately. There had been the conflict last week between two office staff members over the location of the department coffee pot. They could not agree on where it should be placed. Stacie had smiled, shaken her head, and walked away from that one. Then there had been the dispute among the middle managers over where to hold the company picnic.
The argument had gotten rather heated, but it made no difference to Stacie, and she was not about to use some of her credits for something that unimportant to her. She let the others choose the site since it was important to them. Then there was the ongoing debate over the restructuring of the company. Top management had said there was a time period of two years in which to complete a restructuring, and they had wanted employee input from the bottom up so that it could be a win- win situation for everyone. Everyone involved in this debate realized the importance of a positive resolution.
As a manager, what percentage of time does Stacie probably spend in conflict management?

A)10%
B)40%
C)5%
D)20%

Question 17

All except which of the following are essential requirements for listening?

A)sympathy
B)intensity
C)willingness to take responsibility for completeness
D)acceptance

Question 18

Which of the following is not true about active listening?

A)Empathy is a barrier to active listening.
B)Most of us are poor listeners.
C)Active listening demands total concentration.
D)Listening demands intellectual effort.

Question 19

All except which of the following are actions that should be taken in order to effectively delegate?

A)Clarify the assignment.
B)Establish feedback channels.
C)Delegation should take place only between the two people involved.
D)Allow employees to participate.

Question 20

All except which of the following affect the encoding of a message?

A)skills
B)attitudes
C)technology
D)socio- cultural system

Question 21

________ is/are an example of body language.

A)The speed at which we speak
B)Hand gestures
C)Eye contact
D)All of the above

Question 22

________ is the best conflict management strategy when conflicting parties are about equal in power and time pressures demand an expedient solution.

A)Compromise
B)Accommodation
C)Avoidance
D)Collaboration

Question 23

Which of the following statements is true concerning the grapevine?

A)It is never accurate.
B)It contains some elements of truth.
C)Management can stop the grapevine completely.
D)It is always accurate.

Question 24

________ is an informal communication network among people in an organization.

A)An extranet
B)A grapevine
C)A communication channel
D)An intranet

Question 25

Correcting an employee immediately after an incorrect behavior as opposed to waiting until his/her biannual performance review is an example of which of the following?

A)Make feedback well timed.
B)Ensure understanding.
C)Keep feedback impersonal.
D)Keep feedback goal- oriented.

Question 26

Lucy is constantly criticizing Janet because she has been late for work almost every day for a month. The entire city knows traffic is being rerouted daily due to major construction work. Janet is breaking which of the following suggestions for effective feedback?

A)Keep feedback impersonal.
B)Ensure understanding.
C)Direct negative feedback toward behavior that the receiver can control.
D)Keep feedback goal- oriented.

Question 27

Application of Conflict Management
Stacie had just returned from a seminar on conflict management. Although it seemed as if she spent a lot of time dealing with conflict, it certainly was not her favorite aspect of being a manager. She thought about some of the conflicts that she had encountered lately. There had been the conflict last week between two office staff members over the location of the department coffee pot. They could not agree on where it should be placed. Stacie had smiled, shaken her head, and walked away from that one. Then there had been the dispute among the middle managers over where to hold the company picnic.
The argument had gotten rather heated, but it made no difference to Stacie, and she was not about to use some of her credits for something that unimportant to her. She let the others choose the site since it was important to them. Then there was the ongoing debate over the restructuring of the company. Top management had said there was a time period of two years in which to complete a restructuring, and they had wanted employee input from the bottom up so that it could be a win- win situation for everyone. Everyone involved in this debate realized the importance of a positive resolution.
As a manager, Stacie is experiencing a type of conflict in her unit that is destructive and can reduce individual and organizational performance. This type of conflict is

A)interpersonal conflict.
B)dysfunctional conflict.
C)functional conflict.
D)competition.

Question 28

The________ is selected by the source and may be formal for job- related messages or informal for personal or social messages.

A)message
B)channel
C)noise
D)feedback

Question 29

________ is a vital component of worker empowerment.

A)Goal setting
B)Abdication of managerial responsibility
C)Negotiation
D)Delegation

Question 30

Application of Barriers to Effective Communication
The message received yesterday was certainly not the message Jon had intended to send. This morning after speaking to the fifth angry employee, he realized he had failed in communicating. He had worked so diligently to properly word the decrease in profits and the resulting lack of a bonus for the coming year. It was due, in large part, to foreign currency risk factors. When all foreign currency had been changed back to dollars, profits were gone and with it, the bonus. The employees had been so upset as soon as he said the words "no bonus" that he was not sure they had heard anything else. Now he had to try and communicate again.

-Jon did not attempt to use ________ .

A)selective perception
B)emotions
C)gender language
D)filtering

Question 31

Which of the following statements about written communication is false?

A)Written communication is often quite accurate and provides a permanent record.
B)Written communication improves accuracy.
C)Most managers prefer written communication to oral communication.
D)Written communication hinders feedback.

Question 32

Which part of the communication process provides a check to the sender on whether understanding has been achieved?

A)decoding
B)encoding
C)noise
D)feedback

Question 33

________ allows a group of people to confer simultaneously using e- mail group communications software.

A)Body language
B)Perception
C)Teleconferencing
D)Verbal intonation

Question 34

Stacey agrees with the________ view that conflict can stimulate employees to be more productive, cooperative and creative.

A)interactionist
B)organizational
C)substantive
D)traditional

Question 35

Which of the following is probably not something that the employees did yesterday as they heard Jon's message?

A)listen actively
B)overcome selective perception
C)overcome the language barriers
D)constrain emotions

Question 36

________ is a situation in which any gain by one party involves a loss to the other party.

A)Negotiation
B)Conflict
C)Integrative bargaining
D)Distributive bargaining

Question 37

Contingency Factors in Delegation
Elaine knew that in order to be an effective manager she needed to delegate, yet it was extremely difficult for her. She was new to the organization and was unsure exactly what the delegation process was and how it was to be used. There were seven layers in the organizational hierarchy, and she had 15 managers reporting to her. She knew delegation had to occur. Looking in the company handbook, she noticed that for all decisions over $140,000, she needed her supervisor's approval. For everything over $250,000, vice- presidential approval was needed. Many of the tasks her managers were working on were very technical. Elaine was not sure if she had the expertise to make some decisions. However, she had a very competent group of people working for her. Their skill level, education, experience, and motivation were superior. The final question in her mind was to determine what was acceptable in the organization. Management seemed to trust the employees and place confidence in their decision- making. It was a point Elaine still needed to check out.
The point that Elaine is pondering concerning the organization falls under which contingency factor?

A)the importance of the duty or decision
B)the size of the organization
C)organizational culture
D)task complexity

Question 38

Application of Barriers to Effective Communication
The message received yesterday was certainly not the message Jon had intended to send. This morning after speaking to the fifth angry employee, he realized he had failed in communicating. He had worked so diligently to properly word the decrease in profits and the resulting lack of a bonus for the coming year. It was due, in large part, to foreign currency risk factors. When all foreign currency had been changed back to dollars, profits were gone and with it, the bonus. The employees had been so upset as soon as he said the words "no bonus" that he was not sure they had heard anything else. Now he had to try and communicate again.
Which of the following could Jon have used yesterday to determine that the message sent was not the message received?

A)emotions
B)filtering
C)nonverbal cues
D)feedback

Question 39

The average manager spends ________ of his or her time dealing with conflict.

A)20%
B)40%
C)10%
D)5%

Question 40

Application of Conflict Management
Stacie had just returned from a seminar on conflict management. Although it seemed as if she spent a lot of time dealing with conflict, it certainly was not her favorite aspect of being a manager. She thought about some of the conflicts that she had encountered lately. There had been the conflict last week between two office staff members over the location of the department coffee pot. They could not agree on where it should be placed. Stacie had smiled, shaken her head, and walked away from that one. Then there had been the dispute among the middle managers over where to hold the company picnic.
The argument had gotten rather heated, but it made no difference to Stacie, and she was not about to use some of her credits for something that unimportant to her. She let the others choose the site since it was important to them. Then there was the ongoing debate over the restructuring of the company. Top management had said there was a time period of two years in which to complete a restructuring, and they had wanted employee input from the bottom up so that it could be a win- win situation for everyone. Everyone involved in this debate realized the importance of a positive resolution.
Which of the following is the ideal strategy for dealing with conflict?

A)collaboration
B)avoidance
C)forcing
D)There is no one ideal strategy.

Question 41

Which of the following is not true?

A)Open communication is an inherent part of the Japanese work setting.
B)In the United States, managers rely heavily on informal communication.
C)In Japan, communication is more informal.
D)In the United States, managers rely heavily on formal communication.

Question 42

The view that conflict is negative and must be avoided, and that it indicates a malfunctioning within the organization is the________ of conflict.

A)organizational view
B)human relations view
C)traditional view
D)interactionist view

Question 43

A "yes" answer to all except which of the following questions may indicate a need for conflict stimulation?

A)Do employees show unusually high resistance to change?
B)Are you surrounded by "yes" people?
C)Is there an abundance of new ideas?
D)Regardless of the price, do managers maintain peace and cooperation?

Question 44

When the information exceeds our processing capacity, the result is

A)information overload.
B)filtering.
C)communication apprehension.
D)noise.

Question 45

A manager who tries to get two of his subordinates to resolve a disagreement through bargaining and negotiating in order to find a mutually acceptable solution that partially satisfies them is using a(n)________ .

A)compromise strategy
B)forcing strategy
C)avoidance strategy
D)accomodation strategy

Question 46

________ refer(s)to the fact that individuals see and hear depending upon their needs, motivation, experience, background, and other personal characteristics.

A)Filtering
B)Selective perception
C)Feedback
D)Emotions

Question 47

________ is based on perceived differences between two or more parties in a situation based on substantive or emotional issues that results in opposition.

A)Aggressiveness
B)Competition
C)Dissonance
D)Conflict

Question 48

Body language, verbal intonation, the size of an office, and the clothes that are worn are all examples of

A)body language.
B)nonverbal communication.
C)feedback.
D)noise.

Question 49

Which of the following is not an example of non- verbal communication

A)a conference.
B)the distance between two people.
C)the style of clothing people wear.
D)body position.

Question 50

________ takes place when a person receives, hears or sees a message.

A)Encoding
B)Decoding
C)Noise
D)Feedback

Question 51

Which of the following is not a barrier to effective communication?

A)filtering
B)selective perception
C)feedback
D)emotions

Question 52

An important contingency factor in delegation is/are________ . This requires employees with the skills, abilities, and motivation to accept authority and act on it.

A)qualities of employees
B)size of the organization
C)organizational culture
D)task complexity

Question 53

Contingency Factors in Delegation
Elaine knew that in order to be an effective manager she needed to delegate, yet it was extremely difficult for her. She was new to the organization and was unsure exactly what the delegation process was and how it was to be used. There were seven layers in the organizational hierarchy, and she had 15 managers reporting to her. She knew delegation had to occur. Looking in the company handbook, she noticed that for all decisions over $140,000, she needed her supervisor's approval. For everything over $250,000, vice- presidential approval was needed. Many of the tasks her managers were working on were very technical. Elaine was not sure if she had the expertise to make some decisions. However, she had a very competent group of people working for her. Their skill level, education, experience, and motivation were superior. The final question in her mind was to determine what was acceptable in the organization. Management seemed to trust the employees and place confidence in their decision- making. It was a point Elaine still needed to check out.
The skill level, education, and experience of the employees would fall under which contingency factor of delegation?

A)qualities of the employees
B)the importance of the duty or decision
C)the size of the organization
D)organizational culture

Question 54

According to the ________ conflict, conflict can stimulate employees to be more productive, cooperative and creative.

A)interactionist view of
B)substantive view of
C)traditional view of
D)organizational view of

Question 55

________ are primary causes of conflict.

A)Management and communication differences
B)Communication and structural differences
C)Structural and technical differences
D)Personal and management differences

Question 56

It is most appropriate use oral communication when you have to communicate

A)a monthly report to the CEO on company performance and absenteeism.
B)a lengthy welcoming message to a new salesperson.
C)a brief, time- sensitive, personal message.
D)an impersonal message to a group of people.

Question 57

Tone of voice, posture, and nonverbal facial expressions are examples of

A)gestures.
B)feelings.
C)formal communication.
D)body language.

Question 58

Contingency Factors in Delegation
Elaine knew that in order to be an effective manager she needed to delegate, yet it was extremely difficult for her. She was new to the organization and was unsure exactly what the delegation process was and how it was to be used. There were seven layers in the organizational hierarchy, and she had 15 managers reporting to her. She knew delegation had to occur. Looking in the company handbook, she noticed that for all decisions over $140,000, she needed her supervisor's approval. For everything over $250,000, vice- presidential approval was needed. Many of the tasks her managers were working on were very technical. Elaine was not sure if she had the expertise to make some decisions. However, she had a very competent group of people working for her. Their skill level, education, experience, and motivation were superior. The final question in her mind was to determine what was acceptable in the organization. Management seemed to trust the employees and place confidence in their decision- making. It was a point Elaine still needed to check out.

-It is clear when spending large amounts of money that Elaine must ________ the assignment.

A)reach consensus
B)delegate
C)clarify
D)force

Question 59

Negative feedback that is ________ is more likely to be accepted.

A)general
B)supported by hard data
C)supported by subjective interpretation
D)delayed

Question 60

Application of Conflict Management
Stacie had just returned from a seminar on conflict management. Although it seemed as if she spent a lot of time dealing with conflict, it certainly was not her favorite aspect of being a manager. She thought about some of the conflicts that she had encountered lately. There had been the conflict last week between two office staff members over the location of the department coffee pot. They could not agree on where it should be placed. Stacie had smiled, shaken her head, and walked away from that one. Then there had been the dispute among the middle managers over where to hold the company picnic.
The argument had gotten rather heated, but it made no difference to Stacie, and she was not about to use some of her credits for something that unimportant to her. She let the others choose the site since it was important to them. Then there was the ongoing debate over the restructuring of the company. Top management had said there was a time period of two years in which to complete a restructuring, and they had wanted employee input from the bottom up so that it could be a win- win situation for everyone. Everyone involved in this debate realized the importance of a positive resolution.

-________ is a conflict management strategy Stacie used that involved reducing differences between management and employees over the restructuring issue and mutual understanding and facilitating cooperation.

A)Compromise
B)Competition
C)Accomodation
D)Avoidance

Question 61

Which percentage of the oral message is derived from the facial expression and physical posture?

A)65% to 90%
B)7%
C)25%
D)55%

Question 62

When the level of functional conflict is optimal, the organization exhibits the following internal organizational characteristics

A)unresponsiveness to change.
B)disruption and chaos.
C)apathy, and stagnation.
D)innovation and viability.

Question 63

Which of the following statements is incorrect?

A)Men emphasize status and independence when they talk.
B)Men assert their desire for independence and control by providing solutions.
C)Women present problems to gain advice.
D)Women emphasize creating connections and intimacy.

Question 64

________ is not one of the suggestions for giving effective feedback.

A)Avoiding conflict
B)Keeping it impersonal
C)Ensuring understanding
D)Keeping it goal- oriented

Question 65

A disadvantage of e- mail is that it is

A)expensive.
B)hard to use.
C)public.
D)slow.

Question 66

Tomas was being interviewed by Mr. Wiley for a job at Barnes Publishing. Suddenly, the interview was interrupted by a knock on the door. The interviewer's assistant had an urgent phone message for Mr. Wiley saying that his cat was missing and he had to get home immediately. This is an example of ________ .

A)miscommunication
B)noise
C)a semantic problem
D)body language

Question 67

Determining due dates and dates for progress reports as well as periodically checking on how the employee is progressing are examples of which of the following guidelines for delegation?

A)Allow employees to participate.
B)Establish feedback controls.
C)Specify the range of the employee's discretion.
D)Clarify the assignment.

Question 68

The unofficial way that communication takes place in an organization that is neither authorized nor supported by an organization is

A)the grapevine.
B)the channel.
C)noise.
D)decoding.

Question 69

For communication to be successful, meaning must be________ and________ .

A)understood; accepted
B)imparted; encoded
C)transferred; imparted
D)transferred; understood

Question 70

________ involves the transmission of meaningful information from one party to another through the use of symbols with shared meanings.

A)Communication
B)Presentation
C)Encoding
D)Decoding

Question 71

Application of Conflict Management
Stacie had just returned from a seminar on conflict management. Although it seemed as if she spent a lot of time dealing with conflict, it certainly was not her favorite aspect of being a manager. She thought about some of the conflicts that she had encountered lately. There had been the conflict last week between two office staff members over the location of the department coffee pot. They could not agree on where it should be placed. Stacie had smiled, shaken her head, and walked away from that one. Then there had been the dispute among the middle managers over where to hold the company picnic.
The argument had gotten rather heated, but it made no difference to Stacie, and she was not about to use some of her credits for something that unimportant to her. She let the others choose the site since it was important to them. Then there was the ongoing debate over the restructuring of the company. Top management had said there was a time period of two years in which to complete a restructuring, and they had wanted employee input from the bottom up so that it could be a win- win situation for everyone. Everyone involved in this debate realized the importance of a positive resolution.
What strategy did Stacie use in dealing with the coffee pot issue?

A)collaboration
B)avoidance
C)compromising
D)forcing

Question 72

Application of Conflict Management
Stacie had just returned from a seminar on conflict management. Although it seemed as if she spent a lot of time dealing with conflict, it certainly was not her favorite aspect of being a manager. She thought about some of the conflicts that she had encountered lately. There had been the conflict last week between two office staff members over the location of the department coffee pot. They could not agree on where it should be placed. Stacie had smiled, shaken her head, and walked away from that one. Then there had been the dispute among the middle managers over where to hold the company picnic.
The argument had gotten rather heated, but it made no difference to Stacie, and she was not about to use some of her credits for something that unimportant to her. She let the others choose the site since it was important to them. Then there was the ongoing debate over the restructuring of the company. Top management had said there was a time period of two years in which to complete a restructuring, and they had wanted employee input from the bottom up so that it could be a win- win situation for everyone. Everyone involved in this debate realized the importance of a positive resolution.
Which strategy was being used in the restructuring issue?

A)accommodation
B)forcing
C)compromising
D)collaboration

Question 73

Contingency Factors in Delegation
Elaine knew that in order to be an effective manager she needed to delegate, yet it was extremely difficult for her. She was new to the organization and was unsure exactly what the delegation process was and how it was to be used. There were seven layers in the organizational hierarchy, and she had 15 managers reporting to her. She knew delegation had to occur. Looking in the company handbook, she noticed that for all decisions over $140,000, she needed her supervisor's approval. For everything over $250,000, vice- presidential approval was needed. Many of the tasks her managers were working on were very technical. Elaine was not sure if she had the expertise to make some decisions. However, she had a very competent group of people working for her. Their skill level, education, experience, and motivation were superior. The final question in her mind was to determine what was acceptable in the organization. Management seemed to trust the employees and place confidence in their decision- making. It was a point Elaine still needed to check out.
The dollar amounts for decision- making are an example of

A)organizational culture.
B)task complexity.
C)the size of the organization.
D)the importance of the duty or decision.

Question 74

Which bargaining strategy tends to build animosities and deepen divisions between people?

A)integrative
B)negotiation
C)arbitrated
D)distributive

Question 75

The best time to use written communication is when you have to communicate

A)a personal message such as with a loved one.
B)important details.
C)an extraordinary message.
D)an extremely time- sensitive message.

Question 76

Which of the following should be the focus when delegating?

A)the process to be used
B)exactly how the project is to be done
C)the exact steps to be taken
D)the results to be achieved

Question 77

A(n)________ is an organizational communication network that uses Internet technology and allows authorized users inside the organization to communicate with certain outsiders such as customers or vendors.

A)intranet
B)videoconference
C)extranet
D)both A and B

Question 78

Neil always listens to his friends without interrupting. He avoids premature judgments and tries not to formulate his responses while listening. Neil is

A)listening actively.
B)using feedback.
C)constraining emotions.
D)simplifying language.

Question 79

________ refers to the way that a sender manipulates information so the receiver will see it more favorably.

A)Information overload
B)Filtering
C)Selective perception
D)Noise

Question 80

Research has found that only ________ of the oral message is derived from the actual words used.

A)25%
B)10% to 35%
C)7%
D)55%