Deck 11: Communication, Conflict and Negotiation in Organizations

Question 1

Organizational interpersonal communication is the process of exchanging information and establishing a common understanding.

Answer 1

True

Question 2

An information source is a person or group of persons with a reason to communicate with the receiver.

Answer 2

True

Question 3

The process of translating an idea or thought into meaningful symbols is called feedback.

Answer 3

False

Question 4

Informal communications do not reflect an organization's hierarchy.

Question 5

Quasiformal communication channels are unplanned and spontaneous communications between two parties.

Question 6

The most common sources of noise are physical distractions and cultural differences.

Question 7

Interpersonal conflicts are substantive, emotional or both.

Question 8

Hierarchical referral pushes conflict right down the chain of command.

Question 9

Decoupling involves reducing contact between conflicting groups.

Question 10

Substantive conflict is conflict that involves interpersonal difficulties that arise over feelings of anger etc.

Question 11

Manifest conflict occurs when conflict is openly expressed in behaviour.

Question 12

A collaborator is one who pursues their own concerns somewhat ruthlessly and generally at the expense of other members of the group.

Question 13

Two-party, group, intergroup and constituency negotiation are four types of negotiation situations.

Question 14

Arbitration occurs when a neutral third party acts as a judge and issues a non-binding decision affecting parties at a negotiation impasse.

Question 15

The process of sending and receiving symbols with attached meanings in organizations - from one person to another - is called:

A) organizational communication
B) exchange
C) encoding
D) feedback

Question 16

Communication is the:

A) interpretation of symbols sent from the sender to the receiver
B) process by which entities exchange information and establish a common understanding
C) process of telling someone else how one feels about something the person did or said about the situation in general
D) process of sending and receiving symbols with attached meanings, from one person to another

Question 17

Four functions of organizational communication are particularly important. Which of the following is NOT one of these:

A) sourcing information
B) developing information
C) expressing feelings and emotions
D) communicating roles

Question 18

Which element of the communication process encodes the intended meaning into a message?

A) the decision implementer
B) the consultant
C) the receiver
D) the source

Question 19

The sources of noise include all of the following EXCEPT:

A) semantic problems
B) status effects
C) cultural differences
D) feedback

Question 20

Communication which occurs at minimum cost in terms of resources expended is:

A) effective
B) efficient
C) affective
D) normal personal

Question 21

One-way messages:

A) are effective
B) are efficient
C) are satisfying for the receiver
D) always communicate the message accurately

Question 22

Effective communication occurs when:

A) the receiver does as the sender says
B) the intended meaning of the source is the same as the perceived meaning of the receiver
C) the sender is clear and articulate
D) the receiver provides feedback to the sender

Question 23

Formal communication channels:

A) interfere with the effectiveness of the communication attempt
B) are planned communication connections between holders of the various positions within the organization
C) adhere to the organization's hierarchy
D) cut across vertical chains of command

Question 24

The firm is a network of information and communication channels. There are now three categories. Which of the following is NOT one of these?

A) formal channels
B) external channels
C) quasi-formal channels
D) informal channels

Question 25

According to the text, up to what percentage of time do managers spend dealing with conflict, including conflicts in which the manager is directly involved as one of the principle actors?

A) 10
B) 20
C) 30
D) 50

Question 26

The two BASIC types of conflicts are:

A) relationship and substance
B) substantive and emotional
C) interpersonal and interorganizational
D) intrapersonal and interpersonal

Question 27

A conflict that involves interpersonal difficulties that arise over feelings of anger, mistrust, fear etc. are known specifically as a(n) __________ conflict.

A) relationship
B) emotional
C) substantive
D) intrapersonal

Question 28

Intrapersonal conflict occurs:

A) between groups in an organization
B) within the individual
C) between managers and subordinates
D) between two or more individuals

Question 29

Specifically, intergroup conflict occurs:

A) between organizations
B) between groups in an organization
C) within the individual
D) between a supervisor and one of his/her subordinates

Question 30

Interorganizational conflict occurs:

A) between two firms
B) between groups in an organization
C) between formal and informal organizations only
D) between managers and subordinates

Question 31

High levels of conflict tend to:

A) have no effect on performance
B) have a positive effect on performance
C) have a negative effect on performance
D) improve work-flow interdependency

Question 32

Which indirect conflict management technique assigns a person to manage conflict between groups that are prone to conflict?

A) decoupling
B) linking pins
C) authoritative command
D) buffering

Question 33

An internal organizational competition usually results in a:

A) win-win outcome
B) lose-lose outcome
C) win-lose outcome
D) broader bargaining zone

Question 34

Which of the following conflict management styles is highly cooperative but unassertive?

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

Question 35

Integrative negotiation usually leads to:

A) enlarging the pie
B) claiming positions of pie
C) one party dominating over the other
D) lose-lose outcome

Question 36

Best alternatives to negotiated agreement (BATNA) is associated with:

A) classic two-party negotiation
B) attitudinal foundations of integrative agreements
C) informational foundations of integrative agreements
D) distributive negotiation

Question 37

The bargaining zone in negotiation is:

A) the action setting for the negotiation
B) the range between minimum and maximum reservation points
C) based on increasing the available resources or 'pie'
D) based on making claims and staking out positions

Question 38

Ken and Dave present a proposal to the Managing Director. Their proposal is written in overly technical terms. Luis and Akira submit a similar proposal that is well described with colour graphs. Luis and Akira's proposal is less technically advanced, but it is chosen by the Managing Director. Why did the Managing Director choose Luis and Akira's idea?

A) Luis and Akira were better at informal communication
B) information in Luis and Akira's proposal was easy to decode
C) Luis and Akira worked harder than Ken and Dave
D) Ken and Dave's ideas were inferior

Question 39

Maria realised that many of the employees were overwhelmed by all the on-line forms that were needed to request parts at the local car dealership. She simplified the forms and their language and reduced the number of screens needed. Productivity increased. Under what concept does Maria's action fall?

A) improved verbal communication
B) information overload
C) lack of feedback
D) improved communication channels

Question 40

Ria manages the fitness centre of a large hotel. Recently Lee Ann was hired as an exercise physiologist, even though Ria was opposed to the appointment, based on Lee Ann's weak academic record and lack of experience. Lee Ann found out about Ria's protests and has since been uncooperative and sullen at work. This is known specifically as a(n) __________ conflict.

A) relationship
B) emotional
C) substantive
D) intrapersonal

Question 41

You are the manager of a small retail store. You have an employee who is not doing a very good job; he's frequently late, his work is rather sloppy, etc. You'd like to replace him, but this is the peak of your retail season, and it would be impossible to recruit, hire and train someone new at this time or to do without him. This is known specifically as a(n) __________ conflict.

A) avoidance
B) approach
C) approach-avoidance
D) interpersonal

Question 42

Cheryl is one of three production managers at Besco Industries. Recently she has had several heated debates with Ted, another production manager, over the company's new no personal phone calls policy. This is best known as a(n) __________ conflict.

A) approach-approach
B) approach-avoidance
C) interpersonal
D) intergroup

Question 43

Ed is having a disagreement with his boss over a new workplace policy. This is best described as a __________ conflict.

A) vertical
B) horizontal
C) line-staff
D) role

Question 44

Frank Mora, a senior manager in the human resource department, is involved in negotiations with trade union leaders. This is known specifically as a(n) __________ negotiation.

A) two-party
B) group
C) intergroup
D) constituency

Question 45

Explain the difference between encoding and channels.

Question 46

What is the difference between efficient and effective communication?

Question 47

What is the difference between formal, informal and quasi-formal communication channels?

Question 48

Explain the difference between substantive and emotional conflict.

Question 49

Define and explain the two main goals of negotiation.

Question 50

Describe the main barriers to interpersonal communication and the possible means of overcoming them.

Question 51

Describe five personal conflict resolution styles, and how each may be used effectively.

Question 52

Compare and contrast distributive with integrative negotiation and provide specific examples to clarify your answer.

Question 53

Visual Diagram Questions
(These diagrams can be used to test understanding of concepts rather than mere recollection. The provision of the diagrams removes the pressure to remember but does draw on the ability to explain a visual image. Instructors should take care if using a mix of other questions with visual diagram questions to ensure that the diagram does not provide answers to other questions in a test or exam.)
-Using the diagram below:
a) Identify the key elements in the interpersonal communication process.
b) Explain the sequencing of these three elements and give examples of the weaknesses in the process that can lead to communications problems.

Question 54

Visual Diagram Questions
(These diagrams can be used to test understanding of concepts rather than mere recollection. The provision of the diagrams removes the pressure to remember but does draw on the ability to explain a visual image. Instructors should take care if using a mix of other questions with visual diagram questions to ensure that the diagram does not provide answers to other questions in a test or exam.)
-Using the diagram below:
a) Explain the impact of conflict on performance in each part of the diagram.
b) Give an example for each.