Deck 18: Communication and Collaboration

Question 1

The compromise style of conflict management pretends that conflict doesn't really exist.

Answer 1

False

Question 2

Controlling relies on organizing to process information to measure performance results.

Answer 2

False

Question 3

Feedback is useful and constructive as long as it satisfies some personal need of the sender.

Answer 3

False

Question 4

The distance between people conveys varying intentions in terms of intimacy,openness,and status in interpersonal communications.

Question 5

The physical layout of an office or room is a form of nonverbal communication.

Question 6

A visitor dropping in during the middle of a meeting is an example of a physical distraction that can interfere with communication effectiveness.

Question 7

An active listener must never paraphrase and restate to the source what he thinks he is hearing.

Question 8

Assertiveness is the desire to satisfy another party's needs and concerns.

Question 9

To build credibility through expertise,you must be knowledgeable about the issue in question or have a successful track record in dealing with similar issues in the past.

Question 10

An e-mail can be used as documentation when formal policies or directives are being conveyed.

Question 11

Planning is accomplished and plans are shared through the communication of information.

Question 12

Substantive conflicts result from feelings of anger,distrust,dislike,fear,and resentment,as well as from personality clashes and relationship problems.

Question 13

Unless a conflict is fully resolved,it may remain latent only to emerge again in the future.

Question 14

Whereas social capital is basically what you know,intellectual capital comes from the people you know and how well you relate to them.

Question 15

Low communication transparency may have a negative impact on employee engagement.

Question 16

Ethnocentrism refers to favoritism shown to relatives or close friends by those in power as by giving them jobs).

Question 17

Due to information filtering,the higher-levels get biased and inaccurate information from below and end up making bad decisions.

Question 18

Role ambiguities in the form of unclear job expectations and other task uncertainties increase the likelihood for people to work at cross-purposes.

Question 19

An effective communication is always efficient.

Question 20

Passive listening involves being sincere and trying to find out the full meaning of what is being said.

Question 21

________is the process of sending and receiving symbols with meanings attached to them.

A)Propagation
B)Conjunction
C)Articulation
D)Cohesion
E)Communication

Question 22

Which of the following is a difference between intellectual capital and social capital?

A)When screening candidates for university internships and first jobs,recruiters give high priority to social capital,but not to intellectual capital.
B)Social capital is your ability to connect with others whereas intellectual capital is your ability to move information to and from others.
C)Whereas intellectual capital is basically what you know,social capital comes from the people you know and how well you relate to them.
D)Capital available for the operations of a firm is called intellectual capital,whereas capital available for investment in new or speculative enterprises is called social capital.
E)Social capital is a non-monetary measure,whereas intellectual capital is a monetary measure.

Question 23

Efficient communication occurs when ________.

A)the manager is connected with others
B)the sender's message is fully understood by the receiver
C)the message is credible
D)a message is supported by everyone
E)minimum costs are expended in terms of resources

Question 24

A negotiator from a low-context culture is used to getting information through direct questions and answers.

Question 25

Communication is the glue that binds together the four functions of planning,organizing,leading,and ________.

A)administering
B)controlling
C)coordinating
D)processing
E)ordering

Question 26

The process of alternative dispute resolution utilizes mediation or arbitration,but does so only after direct attempts to negotiate agreements between the conflicting parties have failed.

Question 27

The "telling" error occurs when the parties to a negotiation fail to listen well enough to understand what the others are saying.

Question 28

________ is that which is based on trust,respect,and integrity in the eyes of others.

A)Active listening
B)Scientific management
C)Ethnocentrism
D)Credible communication
E)Information filtering

Question 29

Mark,a manager at APS Inc.,wants to be consistently persuasive when communicating with his team members.To build credibility,Mark must:

A)make sure that the rewards for compliance are clear.
B)hire similar minded people.
C)communicate his decision-making authority to his team.
D)be knowledgeable about the issue in question.
E)have team members with strong technical skills.

Question 30

Substance goals are tied to the way people work together while negotiating and how they will be able to work together again in the future.

Question 31

Effective communication occurs when ________.

A)the sender's message is fully understood by the receiver
B)minimum costs are expended in terms of resources
C)the manager is connected with others
D)everyone is aware of their immediate environment
E)a message is supported by everyone

Question 32

When people are stuck in conflict and just can't seem to appreciate one another's points of view,appealing to higher-level goals can sometimes focus their attention on one mutually desirable outcome.

Question 33

No one should lose in a principled negotiation,and positive relationships should be maintained in the process.

Question 34

Mediation usually includes a formal hearing in which the mediator listens to both sides and reviews all facets of the case before making a ruling.

Question 35

________ is the capacity to attract support and help from others in order to get things done.

A)Intellectual capital
B)Operating capital
C)Social capital
D)Risk capital
E)Venture capital

Question 36

Until the other party's reservation point is known and each party realizes that a positive bargaining zone exists,it is difficult to negotiate effectively.

Question 37

________ presents a message in a manner that causes the other person to support it.

A)Information filtering
B)Scientific management
C)Ethnocentrism
D)Active listening
E)Persuasive communication

Question 38

________ refers to anything that interferes with the effectiveness of communication.

A)Deviation
B)Fluctuation
C)Noise
D)Obscurity
E)Haphazardness

Question 39

Negotiation is the process of making joint decisions when the parties involved have similar preferences.

Question 40

Changing the reward systems is a way of reinforcing teamwork and can reduce the tendencies of team members to compete with one another.

Question 41

Which of the following is an example of physical distractions in communication?

A)Mixed messages
B)Lack of privacy
C)Loss of meaning through translation
D)Language barrier
E)Information filtering

Question 42

________ is the process of helping the source of a message say what he or she really means.

A)Communication transparency
B)Information filtering
C)Active listening
D)Proxemics
E)Open book management

Question 43

When Jeremy,a manager at Kwiksorb Corp.sets up a virtual meeting to send a complex message that is better delivered face-to-face,the communication process suffers from ________.

A)poor proxemics
B)a poor choice of communication channels
C)substantive conflict
D)information overload
E)failure to recognize nonverbal signals

Question 44

Which of the following is true of communication channels?

A)Face-to-face meetings are most acceptable for simple messages that are easy to convey.
B)A simple e-mail works best for messages that are complex and difficult to convey.
C)Where immediate feedback to the sender is valuable,written channels should be used.
D)Spoken channels are less personal and less likely to be perceived as supportive.
E)Written channels can be considered as documentation when formal policies are being conveyed.

Question 45

________ uses)electronic media to pass messages and information among members of social networks.

A)Electronic grapevines
B)Active listening
C)Electronic open book management
D)Electronic feedback management
E)Social reformation

Question 46

The term ________ describes a form of communication transparency where employees are provided with essential financial information about their companies.

A)heralded management
B)publicized management
C)open book management
D)cautious management
E)provident management

Question 47

An)________ is the pathway or medium through which a message is conveyed from sender to receiver.

A)communication channel
B)information filter
C)communication censor
D)information decoder
E)information bank

Question 48

Which of the following would most likely be the response of an active listener?

A)"I don't think you are right."
B)"You are not allowed to make such accusations."
C)"You are displeased with the management's decision,aren't you?"
D)"May the best candidate be promoted!"
E)"I'm not very sure you would be the suitable candidate."

Question 49

Which of the following is an example of high communication transparency?

A)A manager who intentionally distorts information to make it appear more favorable to his subordinates
B)A manager whose words communicate one message while his gestures communicate something else
C)A manager who sets aside adequate time and privacy for a meeting without interruptions
D)A manager who openly distributes the company financial information throughout the organization
E)A manager who uses electronic channels to convey messages that are complex

Question 50

________ takes place through gestures and body language.

A)Credible communication
B)Information filtering
C)Active listening
D)Nonverbal communication
E)Communication transparency

Question 51

Which of the following is a written channel of communication?

A)Face-to-face meeting
B)Virtual meeting
C)Conference
D)E-mail
E)Seminar

Question 52

An)________ results when words communicate one message while actions,body language,or appearance communicate something else.

A)information filtering
B)mixed message
C)persuasive communication
D)prevarication
E)substantive conflict

Question 53

________ is the tendency to consider one's culture superior to any and all others.

A)Anthropocentrism
B)Geocentrism
C)Ethnocentrism
D)Polycentrism
E)Nepotism

Question 54

________ is an ever-present concern in electronic communication.

A)Information filtering
B)Ethnocentrism
C)Mixed message
D)Poor written expression
E)Privacy

Question 55

________ are most suitable for simple messages that are easy to convey and for those that require extensive dissemination quickly.

A)Written channels
B)Spoken channels
C)Information filters
D)Nonverbal communications
E)Mixed messages

Question 56

________ involves being honest in sharing accurate and complete information about the organization and workplace affairs.

A)Communication transparency
B)Information filtering
C)Ethnocentrism
D)Proxemics
E)Distributive negotiation

Question 57

The manager at your firm while verbally expressing a statement of probable truth,simultaneously fidgets and avoids eye contact with you.This conveys an)________.

A)transparent communication
B)mixed message
C)poor oral expression
D)poor choice of channel
E)exaggerated communication

Question 58

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

A)Communication breakdown
B)Information filtering
C)Persuasive communication
D)Exaggerated communication
E)Noise

Question 59

Mark asks his colleague Steve,"Don't you think employees should be promoted on the basis of seniority?" Steve responds,"It seems to you that they should,I take it?" This is an example of ________.

A)communication transparency
B)active listening
C)a mixed message
D)information filtering
E)communication noise

Question 60

Which of the following is a spoken channel of communication?

A)Memo
B)Virtual meeting
C)E-mail
D)Post-it
E)Text message

Question 61

________ breed conflict when people depend on others to perform well themselves.

A)Task interdependencies
B)Role ambiguities
C)Competing objectives
D)Structural differentiation
E)Resource scarcities

Question 62

________ is a disagreement over issues of substance and/or an emotional antagonism.

A)Noise
B)Encounter
C)Confrontation
D)Eustress
E)Conflict

Question 63

________ result when goals are poorly set or reward systems are poorly designed,and individuals and groups come into conflict by working to one another's disadvantage.

A)Task interdependencies
B)Role ambiguities
C)Competing objectives
D)Structural differentiation
E)Resource scarcities

Question 64

Which of the following is an example of an evaluative feedback?

A)"You are unreliable and always late for everything."
B)"You were 30 minutes late for today's meeting and missed a lot of the context of our discussion."
C)"You missed the deadline for the first time; you need to let me know if you need help."
D)"You are working on too many projects,you should delegate some work to others."
E)"You're coming late to meetings; you might be spreading yourself too thin and have trouble meeting your obligations."

Question 65

A manager removes the door of his office and rearranges the furniture so that his entire team can interact with him.This implies that this manager understands the importance of ________ in communication.

A)verbal messages
B)space
C)written rules
D)social media
E)information filtering

Question 66

Emotional conflicts result from ________.

A)disagreement over policies and procedures
B)disagreement over distribution of rewards
C)personality clashes
D)clash over allocation of resources
E)disagreements over goals

Question 67

________ is the desire to satisfy another party's needs and concerns.

A)Ethnocentrism
B)Egocentricity
C)Cooperativeness
D)Individuality
E)Assertiveness

Question 68

Which of the following is true about managing conflicts?

A)When managed well,conflicts can stimulate creativity.
B)Conflicts always result in low performance.
C)Substantive conflicts can be addressed by handling personality issues.
D)Emotional conflicts do not cause difficulties in organizations.
E)Too much conflict leads to groupthink.

Question 69

________ conflict harms performance,relationships,and even individual well-being.

A)Dysfunctional
B)Functional
C)Moderate
D)Cooperative
E)Constructive

Question 70

The process of telling other people how you feel about something they did or said,or about the situation in general,is called ________.

A)mixed messaging
B)feedback
C)compromising
D)collaboration
E)active speaking

Question 71

Which of the following guidelines should be followed while giving constructive feedback?

A)Feedback should be given indirectly with the help of a middleman.
B)Feedback should be general and not specific.
C)Feedback should be elaborate and long.
D)Feedback should be given on all things the receiver can or cannot be expected to do.
E)Feedback should be given at a time when the receiver seems most willing to accept it.

Question 72

Which of the following is true about conflict?

A)Positive performance results from very little conflict.
B)Moderate levels of conflict are constructive.
C)Functional conflict leads to negative performance.
D)Too little conflict is constructive.
E)Dysfunctional conflict leads to positive performance.

Question 73

________ is the study of how we use space in communication.

A)Anthropology
B)Civics
C)Proxemics
D)Demography
E)Ecology

Question 74

________ involves being sincere and trying to find out the full meaning of what is being said.

A)Information overloading
B)Communication filtering
C)Active listening
D)Passive listening
E)Information filtering

Question 75

________ in the form of unclear job expectations and other task uncertainties increase the likelihood for people to work at cross-purposes.

A)Task interdependencies
B)Role ambiguities
C)Competing objectives
D)Structural differentiation
E)Resource scarcities

Question 76

________ is the desire to satisfy one's own needs and concerns.

A)Altruism
B)Cooperativeness
C)Accommodation
D)Earnestness
E)Assertiveness

Question 77

________ means being uncooperative and unassertive in approaching conflict by staying on a neutral position.

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

Question 78

Which of the following is an example of a descriptive feedback?

A)"You are unreliable and always late for everything."
B)"You were 30 minutes late for today's meeting and missed a lot of the context of our discussion."
C)"You missed another deadline today."
D)"You are working on too many projects,you should delegate some work to others."
E)"You're coming late to meetings; you might be spreading yourself too thin and have trouble meeting your obligations."

Question 79

The physical layout of an office or room is a form of ________.

A)communication transparency
B)verbal communication
C)information filter
D)mixed message
E)nonverbal communication

Question 80

________ involves disagreements over goals,resources,rewards,policies,procedures,and job assignments.

A)Substantive conflict
B)Emotional conflict
C)Rebellion
D)Structural conflict
E)Dysfunctional conflict