Deck 6: Communication, Coaching, and Conflict Skills

Question 1

Communication is the process of conveying information and meaning.

Answer 1

True

Question 2

In the message-receiving process,while the person is talking,it is important to listen and evaluate what is said at the same time.

Answer 2

False
Explanation:Just listen.

Question 3

Feedback is important in improving our performance,and we should solicit feedback,and not just wait until someone provides us with feedback.

Answer 3

True

Question 4

Feedback is the process of restating a message in one's own words.

Question 5

One reason people do not ask questions is they view it as an admission of not being bright enough to understand the message.

Question 6

Paraphrasing is the process of verifying messages and determining if objectives are being met.

Question 7

The most accurate indicator of listener's understanding is paraphrasing.

Question 8

In the oral message-sending process,the purpose of developing rapport is to distract the person from the real reason for the communication.

Question 9

An effective example of asking the listener to paraphrase is "Now tell me what you are going to do,so I can tell you where you do not understand me".

Question 10

Paraphrasing is the process of having the receiver restate the message in his or her own words.

Question 11

In written communication,one important tip is set an objective for your communication before you begin writing.

Question 12

An effective example of asking the listener to paraphrase is "Now tell me what you are going to do,so I can be sure that I explained myself clearly".

Question 13

The message-receiving process includes listening,analyzing,and checking understanding.

Question 14

In the message-receiving process,while the person is talking,it is important to think about what you are going to say in reply.

Question 15

Analyzing is the process of thinking about,decoding,and evaluating the message.

Question 16

One of the most common and effective approaches to getting feedback is to give the entire message and then ask,"Do you have any questions?"

Question 17

The most common cause of messages not resulting in communication is the lack of getting feedback that ensures mutual understanding.

Question 18

The five steps in the oral message-sending process are (1)develop rapport; (2)state your communication objective; (3)transmit your message; (4)check the receiver's understanding; and (5)get a commitment and follow up.

Question 19

When using written communication,write to impress.

Question 20

The richest communication channel is a written memo because it allows you to go into much more detail.

Question 21

The performance formula explains performance as a function of ability,motivation,and skills.

Question 22

Inferential feedback is preferred because it tends to be positive.

Question 23

"My manager must really care about me and appreciate my work,so I'll try harder" describes the attitude of employees with overly critical managers.

Question 24

Descriptive feedback can be based on facts or inferences.

Question 25

When dealing with an ability performance issue,it is necessary to get employees to verbally commit to the change if they seem willing to make it.

Question 26

The performance formula is used to explain the process managers go through in determining the reasons for effective or ineffective performance and deciding what to do about it.

Question 27

Criticism is the process of pointing out mistakes,which places blame and is embarrassing.

Question 28

Mentoring is more involved and personal than coaching.

Question 29

The five conflict management styles are (1)avoiding,(2)competing,(3)negotiating,(4)accommodating,and (5)collaborating.

Question 30

The one best conflict management style for all situations is collaborating,a win-win approach.

Question 31

The accommodating conflict style is appropriate to use when the conflict is trivial.

Question 32

The job instructional training (JIT)steps include (1)trainer presents the task; (2)trainee receives preparation; (3)trainee performs the task; and (4)trainer follows up.

Question 33

One of the reasons the psychological contract is often broken is because the other party has different expectations than we hold.

Question 34

The negotiating conflict style is appropriate to use when unpopular action must be taken on important issues.

Question 35

The avoiding conflict style is assertive and uncooperative.

Question 36

Feedback should be given two weeks after an incident to allow reflection.

Question 37

Functional conflict exists when disagreement and opposition supports the achievement of organizational objectives.

Question 38

Coaching is the process of giving motivational feedback to maintain and improve performance.

Question 39

The major difference between criticism and coaching feedback is that criticism is judgmental and makes people feel like losers.

Question 40

Once you tell people they are wrong or made a mistake,they may begin to dislike the task or job.

Question 41

The value of stating the objectives of communication is to:

A)establish rapport.
B)get buy-in from the recipient.
C)elicit feedback before continuing the communication.
D)help the receiver put the details into context.

Question 42

To improve your written communication skills,which of the following are important tips?

A)Write to impress.
B)Set an objective for your communication before writing.
C)Write in the passive voice.
D)Don't spend time editing your important work.

Question 43

A mediator is a neutral third party who makes a binding decision to resolve a conflict.

Question 44

Which of the following is NOT a step in the oral message-sending process?

A)Develop rapport.
B)State your communication objective.
C)Transmit your message.
D)Analyze the feedback.

Question 45

The first step in the oral message-sending process is:

A)state your communication objective.
B)develop rapport.
C)transmit your message.
D)check the receiver's understanding.

Question 46

All of the following are components of listening EXCEPT:

A)paying attention.
B)asking questions.
C)assuming and interrupting.
D)watching and attending to only verbal cues.

Question 47

The BCF model describes a conflict in terms of beliefs,consequences,and feelings.

Question 48

Before sending a message,planning should take place,including:

A)determining what the goal of the message is and who should receive the message.
B)developing rapport.
C)listening, analyzing, and checking understanding.
D)avoiding distractions.

Question 49

Which of the following is a component of analyzing?

A)Thinking.
B)Watching nonverbal cues.
C)Taking notes.
D)Avoiding distractions.

Question 50

To check for the receiver's understanding in oral communication,you ask him or her

A)"Do you have any questions?"
B)"When should I expect this to be completed?"
C)indirect questions
D)to paraphrase the message

Question 51

The message-receiving process includes:

A)listening, analyzing, and checking understanding.
B)listening, paraphrasing, and analyzing.
C)listening, analyzing, and following up.
D)listening, analyzing, and giving feedback.

Question 52

The first step of the initiating conflict resolution model is to plan a BCF statement that maintains ownership of the problem.

Question 53

An arbitrator is a neutral third party makes a binding decision to resolve a conflict.

Question 54

The process of conveying information and meaning is ____.

A)organization
B)understanding
C)communication
D)decoding

Question 55

Which of the following is NOT a step in the message-receiving process?

A)Listening.
B)Analyzing.
C)Checking understanding.
D)Encoding.

Question 56

The conflict style most difficult to implement successfully and most likely to be underutilized when appropriate is the accommodating conflict style.

Question 57

The collaborating conflict style is appropriate when you are dealing with an important issue that requires an optimal solution,and compromise would result in suboptimizing.

Question 58

____ is the process of thinking about,decoding,and evaluating the message.

A)Paraphrasing
B)Analyzing
C)Listening
D)Checking understanding

Question 59

The advantage of the collaborating conflict style is that it tends to lead to the best solution to the conflict,using assertive behavior.

Question 60

____ is the process of giving the speaker your undivided attention.

A)Listening
B)Analyzing
C)Checking understanding
D)Paraphrasing

Question 61

Which of the following would be an example of inferential descriptive feedback?

A)"Our revenues are down 15 percent."
B)"Our branch came in third in customer satisfaction this quarter."
C)"Our poor performance ratings stem from attempting too many projects simultaneously."
D)"We weren't able to comply with the home office's report requirements."

Question 62

An employee has mismanaged a client relationship and lost the client.As the manager,you want to use a self-evaluation type of coaching feedback.Which of the following might apply?

A)"I told you to be careful with that relationship."
B)"I guess that this just shows why we emphasize training."
C)"When you lose clients, that makes me frustrated."
D)"Why do you suppose that client dropped us and went to our competitor?"

Question 63

Which of the following is used to explain the process managers go through in determining the reasons for effective or ineffective performance and deciding what to do about it?

A)Attribution theory.
B)Psychological contract.
C)Performance formula.
D)BCF model.

Question 64

The purpose of 360-degree feedback is to:

A)network with as many stakeholders or coworkers as possible.
B)take the informal methods of improving communication and formalize them.
C)receive performance evaluations from many people.
D)close the feedback loop and continue to the next stage of the strategy process.

Question 65

____ is the process of verifying messages and determining if objectives are being met.

A)Paraphrasing
B)Listening
C)Feedback
D)Criticism

Question 66

If Chris has resources and is well trained,she may still lack ____.

A)ability
B)motivation
C)communication skills
D)goals

Question 67

Which of the following is typically NOT a mentor?

A)Family.
B)Higher-level managers.
C)Immediate managers.
D)Peers.

Question 68

Which of the following statements about criticism is NOT true?

A)It is generally effective in getting people to change their behavior.
B)It is a judgment of whether the person is right or wrong.
C)Placing blame, embarrassment, and focusing on the person are types of criticism.
D)The more criticism that employees receive the more defensive they become.

Question 69

____ is the process of giving motivational feedback to maintain and improve performance.

A)Coaching
B)Criticism
C)Inspiring
D)Mentoring

Question 70

Which of the following is a component of checking understanding?

A)Asking questions.
B)Conveying meaning.
C)Watching nonverbal cues.
D)Paying attention.

Question 71

Which of the following is NOT one of the coaching guidelines?

A)Give praise and recognition.
B)Make feedback timely, but flexible.
C)Focus on the person, not the behavior.
D)Develop a supportive working relationship.

Question 72

The _______ is the unwritten implicit expectations of each party in a relationship.

A)oral message-sending process
B)performance formula
C)attribution theory
D)psychological contract

Question 73

Which of the following statements about 360-degree evaluation is NOT true?

A)Feedback from multiple sources is popular as a means of improving performance.
B)360-degree feedback is a formal evaluation process.
C)Customers and/or suppliers may submit evaluations when using the 360-degree feedback process.
D)360-degree feedback gathers evaluations from many sources but not from the person receiving the evaluation.

Question 74

Which of the following is NOT one of the job instructional training (JIT)steps?

A)Trainee receives preparation.
B)Trainer presents the task.
C)Trainer hands over the task.
D)Trainee performs the task.

Question 75

Feedback should generally be given as soon as possible:

A)with appropriate flexibility.
B)in order for rewards and punishments to have the highest impact.
C)before you forget to give it.
D)because learning is maximized while emotions are running high.

Question 76

Which of the following is NOT one of the guidelines you should use when getting feedback on messages?

A)Ask questions.
B)Be aware of nonverbal communication.
C)Verify the message.
D)Be open to feedback.

Question 77

The three factors that make up the performance formula are:

A)ability, motivation, and goals.
B)ability, goals, and resources.
C)ability, motivation, and resources.
D)goals, motivation, and resources.

Question 78

In the performance formula,John and his team are not performing as well as other teams.Based on your assessment of the situation,you believe that John and his team have the ability to perform well and seem to be motivated to do the work,what should you do next?

A)Get John's commitment to change.
B)Have John and his team sign a psychological contract.
C)Check to see what resources that they may be lacking.
D)Send them to training.

Question 79

Having employees assess their own performance is a part of ____.

A)mentoring
B)analyzing
C)conflict resolution
D)coaching

Question 80

The process of having the receiver restate the message in his or her own words is ____.

A)paraphrasing
B)feedback
C)confirmation
D)verification