Deck 8: Communication, Negotiation, and Conflict Resolution

Question 1

Projection is not seeing, hearing, or perceiving anything that might disturb us.

Answer 1

False

Question 2

Police administrators can improve efficiency through communication.

Answer 2

True

Question 3

When conflict occurs, it is best resolved by a good communicator.

Answer 3

True

Question 4

The most frustrating form of informal communication is:

A) bypassing the chain of command
B) the rumor mill
C) interdepartmental communications
D) none of these choices

Question 5

Intragroup conflict occurs when individual members of the organization come into conflict because of goals and values that are at odds with one another.

Question 6

Negotiation is the process frequently used by leaders to motivate subordinates to achieve organizational objectives.

Question 7

Power, time, and information are essential to negotiation.

Question 8

"Conflict resolution" is a process whereby people engage in give-and-take discussions and consider various alternatives to reach a joint decision that is acceptable to both parties.

Question 9

Proxemics concerns the influence of proximity and space on communication.

Question 10

All communication consists of:

A) context and audience
B) symbols and context
C) symbols and reception
D) reception and messaing

Question 11

Communication does not occur until the message is received and read or heard, and its meaning is understoood.

Question 12

Nonverbal communication is always intentional on the part of the sender.

Question 13

It is possible to communicate informally through verbal channels.

Question 14

Horizontal communication involves exchanging messages within or across work units.

Question 15

Scarce resources are a source of conflict.

Question 16

The two types of vertical communication are:

A) sideways and upward communication
B) downward and informal communication
C) downward and horizontal communication
D) downward and upward communication

Question 17

The best tool for reducing conflict is to alter the source of the conflict.

Question 18

Horizontal communication usually falls into which of the following categories?

A) problem solving
B) conflict resolution
C) peer support
D) all of these choices

Question 19

Which of the following is communication within the framework of the formal organization?

A) informal communication
B) formal communication
C) authorized communication
D) structured communication

Question 20

Listening is perhaps the most critical of the communication activities.

Question 21

__________ language involves communication with material things, including clothing, cosmetics, furniture, and architecture.

Question 22

Which of the following statements is true concerning conflict?

A) Conflict with an organization is destructive.
B) Negative conflict can have a detrimental effect on organizational health.
C) Positive conflict hurts morale.
D) Negative conflict can be turned into positive conflict.

Question 23

Conflict resolution strategies include:

A) letting time pass so tempers can calm
B) appealing to third parties
C) replacing the organization's leadership
D) all of these choices

Question 24

The __________, also known as the communication loop, is generally present in two-way communications.

Question 25

Oral and written communication are both types of:

A) informal communication
B) nonverbal communication
C) verbal communication
D) horizontal communication

Question 26

__________ is not seeing, hearing, or perceiving anything that might disturb us.

Question 27

All communication consists of symbols and __________.

Question 28

__________ communication occurs when information flows from a higher level to one or more lower levels in the organization.

Question 29

Which of the following terms is used to describe observing one or two characteristics of a person and then developing conclusions about other characteristics of that person?

A) stereotyping
B) the halo effect
C) projection
D) perceptual defense

Question 30

There are two primary types of barriers to communication.They are:

A) physiological and sociological
B) economic and sociological
C) physiological and psychological
D) psychological and sociological

Question 31

__________ is labeling an individual as belonging to a particular group and then attributing to that person all the characteristics one thinks are common to the group.

Question 32

__________ can be defined as a struggle that results from opposing needs or feelings between two or more people.

Question 33

__________ conflict occurs when there is tension and rivalry within a particular group.

Question 34

Which of the following is NOT a type of nonverbal behavior?

A) kinesics
B) proxemics
C) passive communication
D) object language

Question 35

__________ is the process of exchanging information and meaning between or among individuals through a common system of symbols, signs, and behavior.

Question 36

Planning is essential to win-win negotiation.What elements are involved in planning the negotiation?

A) understanding the problem
B) gathering information
C) setting a psychological tone for the negotiations
D) all of these choices

Question 37

Which of the following is NOT a source of conflict?

A) incompatible goals and time horizons
B) scarce resources
C) communication failures
D) ineffective leadership

Question 38

__________ communication refers to behaviors such as the inflection of the voice, emphasis given to words, gestures, behavior, or expressions of the body that impart information to a receiver.

Question 39

Which of the following involves communication with material things, including clothing, cosmetics, furniture, and architecture?

A) kinesics
B) proxemics
C) paralanguage
D) object language

Question 40

Types of conflict include:

A) interpersonal conflict
B) intragroup conflict
C) intergroup conflict
D) all of these choices

Question 41

The characteristics of the __________ style are liking to be independent and self-sufficient; valuing planning and an orderly approach; disliking emotionalism; and respecting logic, among others.

Question 42

An __________ is very important to a successful negotiation.

Question 43

When several groups, teams, or divisions are dependent on one another, this is known as __________.

Question 44

Identify and describe four common problems of perception that may act as barriers to communication.

Question 45

What are the sources of conflict?

Question 46

Identify and describe two types of verbal communication.

Question 47

Identify and describe two types of vertical communication.

Question 48

What are the categories of nonverbal behavior? Explain each.

Question 49

People with an __________ style like to be genuinely helpful; care about others' feelings and well-being; dislike selfishness and anger; and view themselves as needing to be more assertive.

Question 50

__________ is a process whereby people engage in give-and-take discussions and consider various alternatives to reach a joint decision that is acceptable to both parties.