Deck 6: Relating to Others at Work

Question 1

Julio is trying to give his ideas during a very important brainstorming meeting; however,he gives in and changes his mind anytime someone challenges his idea.Which conflict style best describes Julio's approach to conflict?

A)Accommodating
B)Collaborating
C)Avoiding
D)Competing

Answer 1

A

Question 2

During a one-on-one meeting with one of her competitors,Brenda said "Together,let's look at the various issues on the table." This statement best describes which conflict style?

A)Accommodating
B)Collaborating
C)Compromiser
D)Competing

Answer 2

B

Question 3

According to your textbook a person with high concern for people and high concern for production has a conflict style.

A)accommodating
B)collaborating
C)avoiding
D)competing

Answer 3

B

Question 4

According to your textbook,which of the following is NOT a question you should ask before beginning an office romance?

A)What is the rank of each person?
B)Will anyone benefit from this relationship?
C)Are individuals working in the same department?
D)What happens if the relationship ends?

Question 5

When a customer service agent is speaking to a customer,what type of communication is occurring?

A)Upward communication
B)Downward communication
C)Horizontal communication
D)Outward communication

Question 6

The way people are perceived to express and manage conflict is called an individual's .

A)conflict style
B)personality
C)interdependence
D)conflict management technique

Question 7

Which of the following is NOT included as a recommended procedure for communicating up negative information?

A)Introduce the problem
B)Discuss resolving the failure
C)Express guilt
D)Note positive results of failure

Question 8

April is the manager of a local restaurant and she is telling John,a waiter the day's lunch specials. The communication exchange is best described as _.

A)upward communication
B)downward communication
C)horizontal communication
D)vertical communication

Question 9

Amy's boss recently assigned her to a new project.However,her boss did not tell her how to do it,did not give any additional help,and did not tell her when the project was due.Which important part of management did her boss not effectively practice?

A)Accountability
B)Consequences
C)Delegation
D)Relate

Question 10

Which of the following elements represent relational conflict?

A)Expressed struggle, interdependence, perceived incompatible goals, scarce rewards and resources, expressed solution
B)Perceived problem, expressed anger, scare rewards and resources, expressed solution
C)Perceived incompatible goals, problem statement, scarce communication, and interference from the other person in achieving his or her goals
D)Expressed struggle, interdependence, perceived incompatible goals, scarce rewards and resources, and interference from the other person in achieving his or her goals

Question 11

Jose is the director of Juan's department and Juan has came to his office to tell Jose that their current project is over budget.The communication exchange is best described as .

A)upward communication
B)downward communication
C)horizontal communication
D)vertical communication

Question 12

An ongoing connection made with another person through interpersonal communication is referred to as a(n) .

A)friend
B)lover
C)relationship
D)interpersonal-focused leader

Question 13

Communication that flows from subordinate to superior is referred to as .

A)upward communication
B)downward communication
C)superior-subordinate communication
D)boss-employee communication

Question 14

Jose has a hard time getting along with his co-worker Karla.There is obvious tension between the two,but Karla absolutely refuses to acknowledge the conflict.She has told her friends that a problem doesn't even really exist.Which conflict style is Karla prescribing to?

A)Accommodating
B)Collaborating
C)Avoiding
D)Competing

Question 15

Which of the following best describes the difference between a task-focused leader and a person- focused leader?

A)The task-focused leader believes that work takes priority over personal relationships, while the person-focused leader places value on getting to know people on a personal level.
B)The person-focused leader believes that work takes priority over personal relationships, while the task-focused leader places value on getting to know people on a personal level.
C)The task-focused leader focuses on getting to know people, while the person-focused leader places emphasis on getting the task completed.
D)The task-focused leader has more skills in the technical field, while the person-focused leader is more skilled in interpersonal skills.

Question 16

Tim and Karla have been working on a project together for the past year.Throughout their time together,Karla has tried to take all the credit for their progress and never includes Tim on any communication to their superiors.Which of the following elements of relational conflict is most likely the cause of conflict between Tim and Karla?

A)Expressed struggle
B)Perceived problem
C)Scarce rewards and resources
D)Interdependence

Question 17

Which of the following characteristics promotes horizontal communication?

A)Co-workers having authority over each other
B)Relationships tend to be more person-focused
C)Strong lines of organizational hierarchy
D)Downward communication

Question 18

According to your textbook,"Managing up" is a .

A)communication strategy used by managers to get the most out of their subordinates
B)leadership strategy that relies on subordinates creating the manager's goals
C)tendency of managers to delegate tasks to subordinates
D)communication concept in which subordinates identify their manager's weaknesses and adapt to meet their goals.

Question 19

Communication that flows from superiors to subordinates is referred to as .

A)upward communication
B)downward communication
C)horizontal communication
D)vertical communication

Question 20

Meeting someone "halfway" is an example of which conflict style?

A)Compromising
B)Collaborating
C)Avoiding
D)Competing

Question 21

Teresa is using upward communication when she tells her manager about a project she is working on.

Question 22

Which of the following is NOT a suggestion given by your textbook to manage emotions during conflict?

A)Select a mutually acceptable time and place to discuss the conflict
B)Monitor the emotional temperature
C)Be nonverbally responsive
D)Walk away if it gets too intense

Question 23

Courtney is in a negation with another company,before she goes into the meeting she says," I will crush them." Courtney is taking what approach to the negotiations?

A)Win-win
B)Win-lose
C)Win
D)Win-win or no deal

Question 24

Letting the other person know what you want and need,as well as finding out what the other person wants and needs is given as a recommendation during which stage of the PUGSS model?

A)Describe the problem
B)Achieve understanding
C)Identify goals
D)Brainstorm solutions

Question 25

Managing up occurs when subordinates first identify their manager's strengths and weaknesses and preferred working style,and then adapt their communication to meet the needs of their manager.

Question 26

A written description of the responsibilities and requirements of a specific job is referred to as a(n) .

A)job role
B)job description
C)position
D)paradigm

Question 27

The overall approach taken in an exchange of proposals and counterproposals during negotiation of a satisfactory settlement to a conflict is referred to as .

A)negotiation strategy
B)paradigm
C)position
D)approach

Question 28

After you have identified the problem and the goals,what is the next step in the PUGSS model?

A)Describe the problem
B)Achieve understanding
C)Identify goals
D)Brainstorm solutions

Question 29

When communicating a problem to her superior Meghan first gives them the background information.
Meghan is following the proper procedure for communicating negative information according to your textbook.

Question 30

An exchange of proposals or counterproposals as a means of reaching a satisfactory settlement to a conflict is referred to as .

A)compromising
B)negotiation
C)persuasion
D)paradigm

Question 31

Focusing on interests,not positions is a skill for .

A)negotiating win-win solutions
B)negotiating win solutions
C)creating a paradigm
D)negotiating win-lose solutions

Question 32

Research suggests that there is no correlation between your ability to relate to a manager and your success at work.

Question 33

Using "I" language is given as a recommendation during which stage of the PUGSS model?

A)Describe the problem
B)Achieve understanding
C)Identify goals
D)Select the best solution

Question 34

Rick and Marissa are in a conflict.Rick has just asked,"What do you need to get your job done?" What step in the PUGSS model is in the conflict?

A)Describe the problem
B)Achieve understanding
C)Identify goals
D)Brainstorm solutions

Question 35

The statement,"If everyone doesn't win,then let's not play this game" is an example of which approach to negotiation?

A)Win-win
B)Win-lose
C)Win
D)Win-win or no deal

Question 36

The statement,"As long as I win,I don't care if you win or lose" is an example of which approach to negotiation?

A)Win-win
B)Win-lose
C)Win
D)Win-win or no deal

Question 37

Which statement best describes a win-win approach to negotiation?

A)Seeking mutual benefit
B)Uses competition rather than cooperation
C)Being submissive
D)If we can't both win, then let's not play this game

Question 38

Adrienne is a manager in the marketing department.Since becoming a manager,she is quickly creating enemies.She doesn't seem to have any regard for the people in her department,and she pushes her solutions to problems regardless of what others think,believe,or feel.Which conflict style does Adrienne most likely prescribe to?

A)Accommodating
B)Collaborating
C)Avoiding
D)Competing

Question 39

Which statement best represents a paradigm?

A)Not understanding each other's positions in a conflict
B)A worldview
C)A constant state of confusion
D)Negotiating strategy

Question 40

A person's ability to lead is dependent on his or her ability to develop and maintain constructive relationships.

Question 41

One important aspect of the horizontal communication that occurs between co-workers is their use of the grapevine.

Question 42

Rob and Sara are both managers for different local restaurants.Their communication is an example of horizontal communication.

Question 43

According to the PUGSS model,if the other person cannot answer the question "Do you know why this is a problem?",then you should describe the problem in a different way.

Question 44

"If I'm going down,you're going down with me" is an example statement of someone using the "lose-lose" negotiation paradigm.

Question 45

Customers understand they are one of a number of people seeking assistance from a service provide; therefore customers accept being treated in an impersonal manner.

Question 46

Research has shown that between 75 and 95 percent of grapevine information is incorrect.

Question 47

Workplace conflict is uncommon,which is why most people struggle to manage conflict effectively.

Question 48

The DRGRAC method is a tool to help one delegate effectively.

Question 49

If you have a low concern for people,you are less concerned about meeting others' needs and more interested in ensuring that your own needs are met.

Question 50

Outward communication needs to be focused on meeting the needs of the customer.

Question 51

"I'm willing to give this up if you're willing to give that up" is an example of a statement that someone using a collaborative conflict style might say.

Question 52

Because co-workers usually have equal power,their relationships tend to be more task-focused than person-focused.

Question 53

According to your textbook over half of the people researched had experienced and office romance.

Question 54

Nonverbally responsive messages have a tendency to defuse or neutralize negative emotions.

Question 55

There are reasons to use each of the different conflict styles.

Question 56

One advantage of the PUGSS model is that it makes managing and resolving conflict like working through a script.

Question 57

Americans spend more time on the job with their co-workers than they do at home with their loved ones.

Question 58

When communicating with a customer,who is upset,the service provider should not make eye contact or smile because it makes the customer feel intimidated.

Question 59

According to the textbook,monitoring the emotional temperature is one skill to manage emotions..

Question 60

It is important to evaluate all generated solutions during the "Brainstorm solutions" component of the PUGSS model.

Question 61

Identify the components of the DRGRAC method of delegation and discuss the information that should be communicated downward within each component.

Question 62

Discuss the four skills discussed in your textbook for negotiating win-win solutions.

Question 63

Describe the six paradigms that guide negotiation and provide characteristics of negotiators that use each paradigm.

Question 64

List the five guidelines for upward communication.

Question 65

Identify and define the four types of workplace communication.What relationship is each type of communication used with?

Question 66

Define the two types of leaders on the workplace relationship continuum and identify which zone on the continuum is the most effective for leaders.

Question 67

Describe the Kilmann and Thomas Managerial Grid by discussing the horizontal axis,the vertical axis,the location of each conflict style,and the characteristics of each style based on the axis measurements.

Question 68

List the four skills outlined in your book to manage emotions and why they are important.

Question 69

List the eight communication procedures for communicating upward negative information or communicating failures to a boss.

Question 70

Rachel is attracted to her coworker Juan.According to your textbook what questions should Rachel consider before she begins this office romance?

Question 71

The PUGSS model of conflict management can be used to focus conflict conversations.What does PUGSS stand for,and what should be done within each step to ensure that the conflict conversation stays on track?

Question 72

What is the most commonly preferred conflict style into today's workplace? Why can you not always use it?

Question 73

Identify which conflict style would be the most appropriate to use in each of the following situations:
-John and Mary are arguing about who should take the day off from work to take care of their sick child.John just said "I have an important meeting today and I'm sure my meeting is more important than anything you would do at work." Instead of responding to John's comment,Mary decides to walk away and let John cool down and regain his perspective.
-Susan is a member of the sales department at XYZ Co.and has been called to a monthly meeting to decide the department's sales strategy for 5 new product launches.Susan has a personal interest in 1 of the 5 new products and would like to see her sales strategy be implemented for this product's launch.Even though she does not agree with the strategies being discussed for the other 4 products,Susan has decided to agree with the majority on these product strategies to build social credits for the upcoming discussion of her product.
-Ted and Dan have been tasked with preparing a proposal for a new advertising client and must pitch their top three ideas to their boss in one hour.They have not been able to agree on which ideas to pitch,and they need time to prepare their remarks for each idea.As time is the most crucial factor,they must come to an agreement on the three ideas to pitch now.