Deck 3: Conflict, Culture, and Relationships

Question 1

A HIGH LEVEL of disclosure is recommended for building and maintaining long-term interpersonal relationships.

Answer 1

False

Question 2

A good overall strategy for communicating with PRIVATE managers,employees,and customers is to avoid threatening their sense of security and self-esteem.

Answer 2

True

Question 3

INDIVIDUALISTIC cultures are relationship oriented and value empathy and listening.

Answer 3

False

Question 4

"If you help me,I'll help you," is an example of the CLEAR EXPECTATIONS concept of interpersonal relationships.

Question 5

Competition and voting are often seen in a WIN-WIN outcome.

Question 6

AVOIDING (WITHDRAWAL)may be the best response to conflict when the involved parties lack the communication skills necessary to prevent destructive escalations in the argument.

Question 7

The person who wishes to maintain neutrality at all costs and views conflict as a worthless and punishing experience handles conflict by

A) withdrawing/avoidance.
B) smoothing/accommodating.
C) forcing/competition.
D) compromising.
E) problem solving/collaboration.

Question 8

Compromise and arbitration are often seen in a LOSE-LOSE outcome.

Question 9

When our expectations of others are not fulfilled,we often react with suspicion and withdrawal of our TRUST.

Question 10

In his resignation letter to Goldman Sachs,Greg Smith stated that CULTURE was always a vital part of the firm's success.

Question 11

At their best,SOCIABLE communicators are well-liked and fun to be around and to work with.

Question 12

HIGH CONTEXT cultures typically tend to rely minimally only on spoken words and handle conflict discretely and subtly.

Question 13

By employing the COLLABORATING/PROBLEM SOLVING strategy,the person gives equal consideration to others and self; values high cooperation and assertiveness.

Question 14

PERFORMANCE may well be one of the most important determiners of manager/employee relationships.

Question 15

Forcing/Competition and voting are WIN-LOSE strategies.

Question 16

By employing the COMPROMISING strategy,the person feels equally little concern for others and for self; places low value on both assertiveness and cooperation.

Question 17

At their best,PRIVATE communicators are aware of what they want and are willing to express their needs and wants--there is never any doubt about where you stand with them.

Question 18

The blind style manager tends to solve conflict by

A) withdrawal/avoidance.
B) smoothing/accommodation.
C) compromising.
D) forcing/competition.

Question 19

A person who smoothes and accommodates during conflict tends to

A) lead in a hidden management style.
B) lead in a blind management style.
C) lead in an open management style.
D) blend all management styles.

Question 20

Compromise may be the best response to conflict when

A) members are trained in problem solving.
B) an "ideal" or "quality" solution is not required.
C) issues are trivial.
D) the damage to the relationship would harm both parties.

Question 21

Which style communicators rarely,if ever,communicate their expectations to others?

A) private
B) dominant
C) sociable
D) open

Question 22

Which employee rarely takes part in office discussions?

A) private
B) dominant
C) sociable
D) open

Question 23

What are some suggestions for improving your chances of successfully communicating with the private manager or the private employee?

Question 24

Which customers (even though they suspect that salespeople try to take unfair advantage of them)prefer to communicate with sociable salespeople even at the risk of paying more for the product?

A) private
B) dominant
C) sociable
D) open

Question 25

Which customer has probably researched the product,yet may appear overcritical of the product,service,or idea?

A) private
B) dominant
C) sociable
D) open

Question 26

Which style communicator solves conflict by smoothing over it?

A) private
B) dominant
C) sociable
D) open

Question 27

Which style employee cannot accept criticism gracefully and is usually argumentative?

A) private
B) dominant
C) sociable
D) open

Question 28

What are the important characteristics of the open manager? When are these characteristics considered desirable in an organization? When are these characteristics considered undesirable in an organization.

Question 29

Which communicator is motivated by mistrust of others?

A) private
B) dominant
C) sociable
D) open

Question 30

Which type manager is more likely to empower employees by allowing employees to be involved in team decisions?

A) private
B) dominant
C) sociable
D) open

Question 31

Which style communicator may make others feel uncomfortable by overusing both feedback and disclosure?

A) private
B) dominant
C) sociable
D) open

Question 32

Mr.Jacobs has traveled to Vietnam for a scheduled sales presentation with Mr.Bui.In order to be successful he needs to realize that Mr.Bui has all of the cultural assumptions about conflict except

A) conflict should be handled discreetly and subtly.
B) conflict and relational face issues are intertwined.
C) conflict is functional and exciting when it provides open opportunity to solve problems.
D) conflict is mainly dysfunctional.

Question 33

What kind of communicator tends to overuse disclosure to others and underuse feedback from others?

A) private
B) dominant
C) sociable
D) open

Question 34

Which style manager believes a good manager's main duty is to keep a "happy office"?

A) private
B) dominant
C) sociable
D) open

Question 35

Quality employee-boss relationships

A) make life more enjoyable but have little or no effect on communication.
B) are affected by the climate of the organization.
C) occur only when high levels of disclosure are present.
D) occur only when the boss is an open manager.

Question 36

Greg Smith,head of the United States equity derivatives business in Europe,the Middle East,and Africa for Goldman Sachs resigned because

A) he felt like he was not performing to the best of his ability.
B) he felt like the company was not making the client the focal point of business.
C) he received a better job from a headhunter working for another Fortune 500 company.
D) he knew he would be fired if he stayed on much longer.

Question 37

The consensus decision making strategy is a part of which style of conflict resolution?

A) accommodation
B) competition
C) compromise
D) collaboration
E) all of the above

Question 38

Give three characteristics of dominant communicators at their "best," and three characteristics at their "worst."

Question 39

Which style communicator is motivated by fear or insecurity?

A) private
B) dominant
C) sociable
D) open

Question 40

Explain the neurotic dominant manager.Give an example to illustrate your answer.

Question 41

Briefly discuss the two types of conflict teams experience.

Question 42

Briefly discuss the four main communicaton styles typically used in the workplace.

Question 43

Why does your text classify compromise,arbitration,smoothing,and withdrawal as examples of the "lose-lose" strategy.

Question 44

Discuss the reciprocal quality of interpersonal relationships and its potential effect on an organization.Include examples to illustrate your answer.

Question 45

Discuss the conflict strategy utilized by Greg Smith when he resigned from Goldman Sachs by usiing the opinions page of a major newspaper.

Question 46

Your company has transferred an employee from Japan into your office,and you have been assigned the responsibility of helping her adjust to our culture.In the course of one of your discussions,she asks you about self-disclosure and conflict customs in America.Discuss the tips you could give her for using perceived appropriate self-disclosure and conflict in our culture.

Question 47

Discuss the importance when the sociable style of communication seems to be effective and when it would be less effective.

Question 48

Suppose you are the leader of a task force.Suppose further that all your efforts to get the group to reach a decision using the problem-solving method of handling conflict has failed; the group is at a stalemate.You are considering yielding to compromise.According to your text,there is one more procedure you can try before attempting a compromise.What is this procedure? Explain and give an example to clarify your answer.