Exam 12: Communication and Interpersonal Skills

Application of Conflict Management Stacie had just returned from a seminar on conflict management. Although it seemed as if she spent a lot of time dealing with conflict, it certainly was not her favorite aspect of being a manager. She thought about some of the conflicts that she had encountered lately. There had been the conflict last week between two office staff members over the location of the department coffee pot. They could not agree on where it should be placed. Stacie had smiled, shaken her head, and walked away from that one. Then there had been the dispute among the middle managers over where to hold the company picnic. The argument had gotten rather heated, but it made no difference to Stacie, and she was not about to use some of her credits for something that unimportant to her. She let the others choose the site since it was important to them. Then there was the ongoing debate over the restructuring of the company. Top management had said there was a time period of two years in which to complete a restructuring, and they had wanted employee input from the bottom up so that it could be a win- win situation for everyone. Everyone involved in this debate realized the importance of a positive resolution. -Stacie tries to get employees to find solutions to the announced restructuring through bargaining and negotiating. They eventually find a mutually acceptable solution that partially satisfies them. She is using the conflict management strategy called

Explain the three views of conflict.

Compare and contrast the five conflict management strategies, stating which one works best.

Lucy is constantly criticizing Janet because she has been late for work almost every day for a month. The entire city knows traffic is being rerouted daily due to major construction work. Janet is breaking which of the following suggestions for effective feedback?

________ takes place when a person receives, hears or sees a message.

Stacey agrees with the________ view that conflict can stimulate employees to be more productive, cooperative and creative.

Explain steps and factors involved for making effective presentations.

If you, as a manager, dump tasks on an employee without clarifying the exact job to be done, you are________ responsibility and inviting trouble.

A win- win solution to conflict is best achieved through collaboration.

When women are talking, they place more emphasis on creating connections and intimacy than on status or authority.

How do men and women communicate differently?

________ is an informal communication network among people in an organization.

Disagreements over goals, decision alternatives, performance criteria, and resource allocation are examples of ________ as a cause of conflict.

Which part of the communication process provides a check to the sender on whether understanding has been achieved?

Which of the following statements is not true concerning feedback?

List three steps involved in effectively developing negotiation skills.

Application of Conflict Management Stacie had just returned from a seminar on conflict management. Although it seemed as if she spent a lot of time dealing with conflict, it certainly was not her favorite aspect of being a manager. She thought about some of the conflicts that she had encountered lately. There had been the conflict last week between two office staff members over the location of the department coffee pot. They could not agree on where it should be placed. Stacie had smiled, shaken her head, and walked away from that one. Then there had been the dispute among the middle managers over where to hold the company picnic. The argument had gotten rather heated, but it made no difference to Stacie, and she was not about to use some of her credits for something that unimportant to her. She let the others choose the site since it was important to them. Then there was the ongoing debate over the restructuring of the company. Top management had said there was a time period of two years in which to complete a restructuring, and they had wanted employee input from the bottom up so that it could be a win- win situation for everyone. Everyone involved in this debate realized the importance of a positive resolution. -If Stacie took steps to help resolve this conflict which of the following would not be considered an essential negotiation skill?

________ is an advantage of oral communication.

When you check the accuracy of what has been communicated-or what you think you heard-this is known as using feedback.

It is most appropriate use oral communication when you have to communicate