Question 1

___ involves a neutral third party who tries to improve communication between negotiating parties and keep them focused on relevant issues.

Accepted Answer

A)  Collective bargaining 
B)  Mediation 
C)  Avoidance 
D)  Bargaining 
E)  Structural negotiation 
A)  Collective bargaining 
B)  Mediation 
C)  Avoidance 
D)  Bargaining 
E)  Structural negotiation

Question 2

Antecedent conditions that give rise to conflict include role ambiguities, resource scarcities, task interdependencies, competing objectives, structural differentiation, and unresolved prior conflicts.

Accepted Answer

A) True 
 B)False

Question 3

Nancy, a plant manager, received a directive from corporate headquarters to examine possible ways for redesigning work processes to improve plant productivity. Knowing this would be a "hot button" issue with plants workers, Nancy needs to communicate this news to them as effectively as possible. Which communication approach should Nancy use?

Accepted Answer

A)  oral communication 
B)  written communication 
C)  non-verbal communication 
D)  delegate the task to a lower-level manager 
E)  non-verbal then written communication 
A)  oral communication 
B)  written communication 
C)  non-verbal communication 
D)  delegate the task to a lower-level manager 
E)  non-verbal then written communication

Question 4

Which of the following is not a guideline for the active listener?

Accepted Answer

A)  Try to hear exactly what is being said in the message. 
B)  Try to identify how the speaker feels about the message content. 
C)  Let the source know that his or her feelings are being recognized. 
D)  Ignore non-verbal cues. 
E)  Restate what you think you are hearing. 
A)  Try to hear exactly what is being said in the message. 
B)  Try to identify how the speaker feels about the message content. 
C)  Let the source know that his or her feelings are being recognized. 
D)  Ignore non-verbal cues. 
E)  Restate what you think you are hearing.

Question 5

The collaboration conflict management style creates a win-win conflict.

Accepted Answer

A) True 
 B)False

Question 6

___ is getting someone else to support the message being presented.

Accepted Answer

A)  Non-verbal communication 
B)  Filtering 
C)  Feedback 
D)  Persuasion 
E)  Active listening 
A)  Non-verbal communication 
B)  Filtering 
C)  Feedback 
D)  Persuasion 
E)  Active listening

Question 7

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

Accepted Answer

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." 
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 8

Tiana and Jenny were doing all the work on their group project. The other two group members hadn't contributed anything to the project. Their professor required all group project members to fill out project time logs to show how much time they had put into the group project. The professor would use the time logs to determine how the final project grade would be distributed to each group member. Consequently, the absent two members of Tiana and Jenny's project group received a mark of zero on their group project. Tiana and Jenny's professor uses which approach to conflict management?

Accepted Answer

A)  Gave additional resources to Tiana and Jenny's team. 
B)  Ignored the problem entirely, unfortunately. 
C)  Adjusted the reward system with the use of the time logs. 
D)  Placed the absent team members on a different team. 
E)  Appealed to the absent students to get to work on the project. 
A)  Gave additional resources to Tiana and Jenny's team. 
B)  Ignored the problem entirely, unfortunately. 
C)  Adjusted the reward system with the use of the time logs. 
D)  Placed the absent team members on a different team. 
E)  Appealed to the absent students to get to work on the project.

Question 9

Building credibility through expertise requires only having a good working relationship with the person to be persuaded.

Accepted Answer

A) True 
 B)False

Question 10

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

Accepted Answer

A) True 
 B)False

Question 11

In order to prevent confusion and mismanagement, the communication and management culture predominant in the nation of the Corporate Head Office must be the one that prevails everywhere the corporation does business.

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

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

Question 13

When considering styles of conflict management, ___ means being cooperative but unassertive, letting the wishes of others rule, smoothing over or overlooking differences to maintain harmony.

Accepted Answer

A)  accommodation 
B)  avoidance 
C)  competition 
D)  compromise 
E)  collaboration 
A)  accommodation 
B)  avoidance 
C)  competition 
D)  compromise 
E)  collaboration

Question 14

A manager who is cooperative and assertive, and is trying to fully satisfy everyone's concerns by working through their differences, is an adherent of the ___ approach to conflict management.

Accepted Answer

A)  competition 
B)  compromise 
C)  collaboration 
D)  avoidance 
E)  accommodation 
A)  competition 
B)  compromise 
C)  collaboration 
D)  avoidance 
E)  accommodation

Question 15

Dysfunctional or destructive conflict occurs when conflict is ___.

Accepted Answer

A)  very low 
B)  medium 
C)  very high 
D)  both a and c 
E)  both b and c 
A)  very low 
B)  medium 
C)  very high 
D)  both a and c 
E)  both b and c

Question 16

Mark asks his colleague Steve, "Don't you think politicians should be elected solely based on merits?" Steve responds, "It seems to you that they should, I take it?" This is an example of ___.

Accepted Answer

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

Question 17

Efficient communication occurs when ___.

Accepted Answer

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 
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 18

As a cause of conflict, competing objectives involve individuals or groups being dependent on what others do in order to perform well themselves.

Accepted Answer

A) True 
 B)False

Question 19

___ takes place through gestures and body language.

Accepted Answer

A)  Credible communication 
B)  Information filtering 
C)  Active listening 
D)  Non-verbal communication 
E)  Communication transparency 
A)  Credible communication 
B)  Information filtering 
C)  Active listening 
D)  Non-verbal communication 
E)  Communication transparency

Question 20

Arbitration involves a neutral third party who tries to improve communication between negotiating parties and keep them focused on relevant issues.

Accepted Answer

A) True 
 B)False

___ involves a neutral third party who tries to improve communication between negotiating parties and keep them focused on relevant issues.

Antecedent conditions that give rise to conflict include role ambiguities, resource scarcities, task interdependencies, competing objectives, structural differentiation, and unresolved prior conflicts.

Which of the following is not a guideline for the active listener?

The collaboration conflict management style creates a win-win conflict.

___ is getting someone else to support the message being presented.

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

Building credibility through expertise requires only having a good working relationship with the person to be persuaded.

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

In order to prevent confusion and mismanagement, the communication and management culture predominant in the nation of the Corporate Head Office must be the one that prevails everywhere the corporation does business.

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

When considering styles of conflict management, ___ means being cooperative but unassertive, letting the wishes of others rule, smoothing over or overlooking differences to maintain harmony.

A manager who is cooperative and assertive, and is trying to fully satisfy everyone's concerns by working through their differences, is an adherent of the ___ approach to conflict management.

Dysfunctional or destructive conflict occurs when conflict is ___.

Mark asks his colleague Steve, "Don't you think politicians should be elected solely based on merits?" Steve responds, "It seems to you that they should, I take it?" This is an example of ___.

Efficient communication occurs when ___.

As a cause of conflict, competing objectives involve individuals or groups being dependent on what others do in order to perform well themselves.

___ takes place through gestures and body language.

Arbitration involves a neutral third party who tries to improve communication between negotiating parties and keep them focused on relevant issues.

Introducing Management

Management Learning Past to Present

Ethics and Social Responsibility

Environment, Innovation, and Sustainability

Global Management and Cultural Diversity

Entrepreneurship and New Ventures

Information and Decision Making

Planning Processes and Techniques

Control Processes and Systems

Strategy and Strategic Management

Organization Structures and Design

Organization Culture and Change

Strategic Human Resource Management

Leading and Leadership Development

Individual Behavior

Motivation Theory and Practice

Teams and Teamwork

Operations and Services Management

Filters

Exam 18: Communication and Collaboration

___ involves a neutral third party who tries to improve communication between negotiating parties and keep them focused on relevant issues.

Antecedent conditions that give rise to conflict include role ambiguities, resource scarcities, task interdependencies, competing objectives, structural differentiation, and unresolved prior conflicts.

Which of the following is not a guideline for the active listener?

The collaboration conflict management style creates a win-win conflict.

___ is getting someone else to support the message being presented.

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

Building credibility through expertise requires only having a good working relationship with the person to be persuaded.

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

In order to prevent confusion and mismanagement, the communication and management culture predominant in the nation of the Corporate Head Office must be the one that prevails everywhere the corporation does business.

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

When considering styles of conflict management, ___ means being cooperative but unassertive, letting the wishes of others rule, smoothing over or overlooking differences to maintain harmony.

A manager who is cooperative and assertive, and is trying to fully satisfy everyone's concerns by working through their differences, is an adherent of the ___ approach to conflict management.

Dysfunctional or destructive conflict occurs when conflict is ___.

Mark asks his colleague Steve, "Don't you think politicians should be elected solely based on merits?" Steve responds, "It seems to you that they should, I take it?" This is an example of ___.

Efficient communication occurs when ___.

As a cause of conflict, competing objectives involve individuals or groups being dependent on what others do in order to perform well themselves.

___ takes place through gestures and body language.

Arbitration involves a neutral third party who tries to improve communication between negotiating parties and keep them focused on relevant issues.

Introducing Management

Management Learning Past to Present

Ethics and Social Responsibility

Environment, Innovation, and Sustainability

Global Management and Cultural Diversity

Entrepreneurship and New Ventures

Information and Decision Making

Planning Processes and Techniques

Control Processes and Systems

Strategy and Strategic Management

Organization Structures and Design

Organization Culture and Change

Strategic Human Resource Management

Leading and Leadership Development

Individual Behavior

Motivation Theory and Practice

Teams and Teamwork

Operations and Services Management

Filters