Exam 14: Putting Interpersonal Communication Skills to Work in Conversations and Meetings

The competitive strategy of conflict management is frequently referred to as the "win-win" strategy because everyone works toward a resolution that meets everyone's needs.

When leaving a voice mail message, which of the following must you do if you want the call to be returned?

Briefly describe a scenario where the accommodative strategy would likely be a good method for managing conflict.

In terms of effective phone procedures, when initiating a phone conversation, you should

When engaging in small talk, some good topics to discuss include sports, politics, current events, movies, and the cost of things.

Which of the following is an effective way to increase the accuracy of your interpretation while listening?

Dina recently started work on the sorting line in a factory that makes chocolate candy. Every day she gets a lunch break, plus two 15-minute breaks. One day, her boss tells her that her 15-minute breaks have been reduced to 10-minute breaks. This news makes Dina angry, but she dislikes arguing and does not think she could articulate her argument anyway. Which strategy for managing conflict will Dina most likely use?

Luciana works in the marketing department of a large clothing manufacturer. The company is releasing a new line of clothing for young boys, and Luciana assembles a marketing plan, which she brings to Padma, her manager. Padma tells Luciana that, due to budget restrictions, they need to eliminate the television advertising and stick to print and online ads. Luciana thinks this is a bad idea and says so. Then she agrees to Padma's changes in the hopes that this will build goodwill so Padma will give her more leeway on a future project. What conflict management strategy is Luciana using in this example?

According to the ten commandments of listening, by frequently asking questions, you interfere with the talker's ability to develop his or her message.

Jermaine and Denise are the owners of a small company. They are moving to a new office space and need to decide on a layout that will work best for them and their 12 employees. Jermaine wants to have one big communal workspace for all employees, including Denise and himself; a conference room; a big break room; and two smaller rooms with doors where employees can go if they need to have a private telephone conversation with a client. Denise wants offices for Jermaine, herself, and their two department managers; cubicles for all other employees; a conference room; a meditation room; and a small break room. After talking, Denise and Jermaine each agree to make certain concessions in order to get what they want. Together, they agree that Denise and Jermaine will have offices, and the managers and other employees will share a communal workspace. They will also have a conference room, a meditation room, a large break room, and one room for private calls with clients. What conflict management strategy have Jermaine and Denise used?

Eileen Nguyen works for the city and needs to call Bridgeview Engineering to discuss some repairs the company will be making to one of the city's bridges. Which of the following should Eileen use as a good conversation starter?

List at least five guidelines for achieving negotiation goals and preserving listener goodwill.

Emilio is the president of a small furniture manufacturing company. One of the employees on the design team has been acting disrespectfully toward her manager, and it has reached the point where Emilio needs to step in and have a conversation with her. Which of the following sentences would be most appropriate for Emilio say during the conversation?

Objective, helpful comments that build goodwill, improve others' work, and help both parties achieve their goals are called

Dayson wears a suit, tie, and polished dress shoes to a meeting with clients to convey the message that he respects them and takes their business relationship seriously. What type of nonverbal communication is Dayson using?

Meetings of such groups as formal committees, boards of directors, and professional organizations usually follow generally accepted rules of conduct called parliamentary procedure.

The four common types of nonverbal communication are body language, facial expression, verbal fillers, and paralanguage.

Sandra looks Jorge in the eyes to show him how sincere she is about her topic. What type of nonverbal communication does this demonstrate?

Which of the following statements about conflict is true?

People who prioritize relationships and others' feelings over their own wishes typically choose to use the conflict avoidance strategy.