Deck 18: Communication and Collaboration

Question 1

Passive listening involves being sincere and trying to find out the full meaning of what is being said.

Answer 1

False

Question 2

An active listener must never paraphrase and restate to the source what he thinks he is hearing.

Answer 2

False

Question 3

Substantive conflicts result from feelings of anger,distrust,dislike,fear,and resentment,as well as from personality clashes and relationship problems.

Answer 3

False

Question 4

An effective communication is always efficient.

Question 5

A lack of communication transparency is evident when managers try to hide information and restrict access to it by organizational members.

Question 6

Whereas social capital is basically what you know,intellectual capital comes from the people you know and how well you relate to them.

Question 7

People tend to respond to interpersonal conflict only through assertive behavior.

Question 8

Due to information filtering,the higher levels get biased and inaccurate information from below and end up making bad decisions.

Question 9

To build credibility through expertise,you must be knowledgeable about the issue in question or have a successful track record in dealing with similar issues in the past.

Question 10

Controlling relies on organizing to process information to measure performance results.

Question 11

A visitor dropping in during the middle of a meeting is an example of a distraction that can interfere with the effectiveness of communication.

Question 12

Feedback is useful and constructive as long as it satisfies some personal need of the sender.

Question 13

Ethnocentrism refers to favoritism shown to relatives or close friends by those in power (as by giving them jobs).

Question 14

Unless a conflict is fully resolved,it may remain latent only to emerge again in the future.

Question 15

The physical layout of an office or room is a form of nonverbal communication.

Question 16

The distance between people conveys varying intentions in terms of intimacy,openness,and status in interpersonal communications.

Question 17

Emails can be used as documentation for conveying directives.

Question 18

Too little conflict promotes complacency.

Question 19

The compromise style of conflict management pretends that conflict doesn't really exist.

Question 20

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

Question 21

Changing reward systems is a way of reinforcing teamwork and reducing the tendencies of team members to compete with one another.

Question 22

Which of the following is a difference between intellectual capital and social capital?

A) When screening candidates for university internships and first jobs, recruiters give high priority to social capital, but not to intellectual capital.
B) Social capital is your ability to connect with others, whereas intellectual capital is your ability to move information to and from others.
C) Whereas intellectual capital is basically what you know, social capital comes from the people you know and how well you relate to them.
D) Capital available for the operations of a firm is called intellectual capital, whereas capital available for investment in new or speculative enterprises is called social capital.
E) Social capital is a non-monetary measure, whereas intellectual capital is a monetary measure.

Question 23

_____ refers to anything that interferes with the effectiveness of communication.

A) Deviation
B) Fluctuation
C) Noise
D) Obscurity
E) Haphazardness

Question 24

Efficient communication occurs when _____.

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 25

Effective communication occurs when _____.

A) the sender's message is fully understood by the receiver
B) minimum costs are expended in terms of resources
C) the manager is connected with others
D) everyone is aware of their immediate environment
E) a message is supported by everyone

Question 26

Not all conflict can be resolved at the interpersonal level.

Question 27

Until the other party's reservation point is known and each party realizes that a positive bargaining zone exists,it is difficult to negotiate effectively.

Question 28

_____ presents a message in a manner that causes the other person to support it.

A) Information filtering
B) Scientific management
C) Ethnocentrism
D) Active listening
E) Persuasive communication

Question 29

No one should lose in a principled negotiation,and positive relationships should be maintained in the process.

Question 30

The process of alternative dispute resolution utilizes mediation or arbitration,but does so only after direct attempts to negotiate agreements between the conflicting parties have failed.

Question 31

Mediation usually includes a formal hearing in which the mediator listens to both sides and reviews all facets of the case before issuing a ruling.

Question 32

Mark,a manager at APZI Inc.,wants to be consistently persuasive when communicating with his team members.To build credibility,Mark must:

A) make sure that the rewards for compliance are clear.
B) hire similar minded people.
C) communicate his decision-making authority to his team.
D) be knowledgeable about the issue in question.
E) have team members with strong technical skills.

Question 33

_____ is the process of sending and receiving symbols with meanings attached to them.

A) Propagation
B) Collaboration
C) Articulation
D) Cohesion
E) Communication

Question 34

Negotiation is the process of making joint decisions when the parties involved have similar preferences.

Question 35

A negotiator from a low-context culture is used to getting information through direct questions and answers.

Question 36

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

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

Question 37

_____ is that which is based on trust,respect,and integrity in the eyes of others.

A) Active listening
B) Scientific management
C) Ethnocentrism
D) Credible communication
E) Information filtering

Question 38

The "telling" error occurs when the parties to a negotiation fail to listen well enough to understand what the others are saying.

Question 39

Substance goals are tied to the ways people work together while negotiating and how they will be able to work together again in the future.

Question 40

Communication is the glue that binds together the four functions of planning,organizing,leading,and _____.

A) administering
B) controlling
C) coordinating
D) processing
E) ordering

Question 41

_____ are most suitable for simple messages that are easy to convey and for those that require extensive dissemination quickly.

A) Written channels
B) Spoken channels
C) Information filters
D) Nonverbal communications
E) Mixed messages

Question 42

The term _____ describes a form of communication transparency where employees are provided with essential financial information about their companies.

A) heralded management
B) publicized management
C) open book management
D) cautious management
E) provident management

Question 43

Which of the following is a spoken channel of communication?

A) Memo
B) Online conferences
C) E-mail
D) Post-it
E) Text messages

Question 44

_____ is the tendency to consider one's culture superior to any and all others.

A) Anthropocentrism
B) Geocentrism
C) Ethnocentrism
D) Polycentrism
E) Nepotism

Question 45

When words communicate one message while actions,body language,or appearance communicate something else it results in a(n)_____.

A) information filtering
B) mixed message
C) persuasive communication
D) prevarication
E) substantive conflict

Question 46

A(n)_____ is the pathway or medium through which a message is conveyed from sender to receiver.

A) communication channel
B) information filter
C) communication censor
D) information decoder
E) information bank

Question 47

Which of the following is an example of high communication transparency?

A) A manager who intentionally distorts information to make it appear more favorable to his subordinates
B) A manager whose words communicate one message while his gestures communicate something else
C) A manager who sets aside adequate time and privacy for a meeting without interruptions
D) A manager who openly distributes the company financial information throughout the organization
E) A manager who uses electronic channels to convey messages that are complex

Question 48

Which of the following is an example of physical distractions in communication?

A) Mixed messages
B) Lack of privacy
C) Loss of meaning through translation
D) Language barrier
E) Information filtering

Question 49

_____ involves being honest in sharing accurate and complete information about the organization and workplace affairs.

A) Communication transparency
B) Information filtering
C) Ethnocentrism
D) Proxemics
E) Distributive negotiation

Question 50

_____ is the intentional distortion of information to make it appear most favorable to the recipient.

A) Communication breakdown
B) Information filtering
C) Persuasive communication
D) Exaggerated communication
E) Noise

Question 51

Which of the following statements is true of communication channels?

A) Face-to-face meetings are most acceptable for simple messages that are easy to convey.
B) A simple e-mail works best for messages that are complex and difficult to convey.
C) Where immediate feedback to the sender is valuable, written channels should be used.
D) Spoken channels are less personal and less likely to be perceived as supportive.
E) Written channels are useful when it is important to document information or directives.

Question 52

Neehara is an executive at a consulting firm.While in office,she likes browsing the web and using social networking sites.Which of the following statements is most likely to be true in this scenario?

A) She can continue browsing the sites as she has electronic privacy by default.
B) She will not be in any trouble as her employer cannot monitor her Internet usage.
C) She can continue browsing the sites as they are not illegal.
D) She should continue browsing the sites if her co-workers are also doing the same.
E) She should find out the Internet usage policy of her employer and follow it.

Question 53

_____ is the process of helping the source of a message say what he or she really means.

A) Communication transparency
B) Information filtering
C) Active listening
D) Proxemics
E) Open book management

Question 54

_____ takes place through gestures and body language.

A) Credible communication
B) Information filtering
C) Active listening
D) Nonverbal communication
E) Communication transparency

Question 55

James,a citizen of Country A,joins a firm in Country B.He soon learns that a particular hand gesture commonly used at home is offensive to the natives of Country B.Yet,he continues to use these gestures because he does not have much regard for Country B's culture.This can be regarded as an example of _____.

A) passive listening
B) ethnocentrism
C) persuasive speaking
D) active listening
E) polycentrism

Question 56

Which of the following is a written channel of communication?

A) Face-to-face meeting
B) Virtual meeting
C) Conference
D) E-mail
E) Seminar

Question 57

When Jeremy,a manager at Kwiksorb Corp.,sets up a virtual meeting to send a complex message that is better delivered face-to-face,the communication process suffers from _____.

A) poor proxemics
B) a poor choice of communication channels
C) substantive conflict
D) information overload
E) failure to recognize nonverbal signals

Question 58

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 _____.

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

Question 59

The manager at your firm while verbally expressing a statement of probable truth simultaneously fidgets and avoids eye contact with you.This conveys a(n)_____.

A) transparent communication
B) mixed message
C) poor oral expression
D) poor choice of communication channel
E) exaggerated communication

Question 60

_____ uses electronic media to pass messages and information among members of social networks.

A) Electronic grapevine
B) Active listening
C) Electronic open book management
D) Electronic feedback management
E) Social reformation

Question 61

A manager removes the door of his office and rearranges the furniture so that his entire team can interact with him.This implies that the manager understands the importance of _____ in communication.

A) verbal messages
B) space
C) written rules
D) time
E) information filtering

Question 62

_____ in the form of unclear job expectations and other task uncertainties increase the likelihood for people to work at cross-purposes.

A) Task interdependencies
B) Role ambiguities
C) Competing objectives
D) Structural differentiations
E) Resource scarcities

Question 63

Which of the following is an example of an evaluative feedback?

A) "You never complete your projects on time and always come to office late."
B) "You were 40 minutes late for today's meeting and missed a lot of the context of our discussion."
C) "You missed the deadline for the first time; you need to let me know if you need help."
D) "You are working on too many projects, you should delegate some work to others."
E) "You're coming late to meetings; you might be spreading yourself too thin and have trouble meeting your obligations."

Question 64

Which of the following is an example of a descriptive feedback?

A) "You are unreliable and always late for everything."
B) "You were 20 minutes late for the training session and missed a lot of important points we discussed."
C) "You missed another deadline today."
D) "You are working on too many projects, you should delegate some work to others."
E) "You're coming late to meetings; you might be spreading yourself too thin and have trouble meeting your obligations."

Question 65

Which of the following statements is true of managing conflicts?

A) When managed well, conflicts can stimulate creativity.
B) Conflicts always result in low performance.
C) Substantive conflicts can be addressed by handling personality issues.
D) Emotional conflicts do not cause difficulties in organizations.
E) Too much conflict leads to groupthink.

Question 66

Emotional conflicts result from _____.

A) disagreement over policies and procedures
B) disagreement over distribution of rewards
C) personality clashes
D) clash over allocation of resources
E) disagreements over goals

Question 67

_____ means being uncooperative and unassertive in approaching conflict by staying on a neutral position.

A) Competition
B) Accommodation
C) Avoidance
D) Compromise
E) Collaboration

Question 68

_____ is the desire to satisfy one's own needs and concerns.

A) Altruism
B) Cooperativeness
C) Accommodation
D) Earnestness
E) Assertiveness

Question 69

_____ involves disagreements over goals,resources,rewards,policies,procedures,and job assignments.

A) Substantive conflict
B) Emotional conflict
C) Rebellion
D) Structural conflict
E) Dysfunctional conflict

Question 70

The process of telling other people how you feel about something they did or said,or about the situation in general,is called _____.

A) mixed messaging
B) feedback
C) compromising
D) collaboration
E) active speaking

Question 71

_____ breed conflict when people depend on others to perform well in order to perform well themselves.

A) Task interdependencies
B) Role ambiguities
C) Competing objectives
D) Structural differentiations
E) Resource scarcities

Question 72

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

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 73

_____ involves being sincere and trying to find out the full meaning of what is being said.

A) Information overloading
B) Communication filtering
C) Active listening
D) Passive listening
E) Information filtering

Question 74

_____ conflict harms performance,relationships,and even individual well-being.

A) Dysfunctional
B) Functional
C) Moderate
D) Cooperative
E) Constructive

Question 75

Which of the following statements is true of conflict?

A) Positive performance results from very little conflict.
B) Moderate levels of conflict are constructive.
C) Functional conflict leads to negative performance.
D) Absent of conflict leads to higher creativity.
E) Dysfunctional conflict leads to positive performance.

Question 76

_____ result when goals are poorly set or reward systems are poorly designed,and individuals and groups come into conflict by working to one another's disadvantage.

A) Task interdependencies
B) Role ambiguities
C) Competing objectives
D) Structural differentiations
E) Resource scarcities

Question 77

_____ is a disagreement over issues of substance and/or an emotional antagonism.

A) Noise
B) Encounter
C) Negotiation
D) Eustress
E) Conflict

Question 78

Which of the following guidelines should be followed while giving constructive feedback?

A) Feedback should be given indirectly with the help of a middleman.
B) Feedback should be general and not specific.
C) Feedback should be elaborate and long.
D) Feedback should be given on all things the receiver can or cannot be expected to do.
E) Feedback should be given at a time when the receiver seems most willing to accept it.

Question 79

_____ is the desire to satisfy another party's needs and concerns.

A) Ethnocentrism
B) Egocentricity
C) Cooperativeness
D) Individuality
E) Assertiveness

Question 80

_____ is the study of how we use space in communication.

A) Anthropology
B) Civics
C) Proxemics
D) Demography
E) Ecology