Deck 6: Communication, conflict, and Negotiation

Question 1

SCENARIO 6-2
Dave is Janice's supervisor in the research department.When Dave asked Janice how soon she could start a new research project,Janice answered: "I honestly don't know because I have too much to do,but you can help me by editing the report I'm working on." Dave replied,"Are you telling me that you do not have enough time to do some minor editing? I don't really think that it is a two-person job and,by the way,I'm busy too!"


-Referring to SCENARIO 6-2,which barrier of effective communication would most likely describe Dave's response?

A)defensiveness
B)use of a second language
C)filtering
D)selective perception
E)cultural differences

Answer 1

defensiveness

Question 2

Wilhelm,a senior salesperson at YKD Ltd. ,met with his manager the other day about the report of projected sales for his department.Wilhelm wanted his manager to feel confident about the abilities of the department,so Wilhelm spoke highly of the report.However,Wilhelm knows that the projected sales data are inaccurate and likely unattainable.Wilhelm is

A)using selective perception.
B)using filtering.
C)communicating favourably.
D)being defensive in his communication.
E)preventing information overload.

Answer 2

B

Question 3

Whenever Riley is at a meeting,he feels stress because he fears being asked a question and having to respond to it in front of the group.Riley is experiencing

A)defensiveness.
B)communication apprehension.
C)feedback.
D)selective perception.
E)filtering.

Answer 3

B

Question 4

SCENARIO 6-2
Dave is Janice's supervisor in the research department.When Dave asked Janice how soon she could start a new research project,Janice answered: "I honestly don't know because I have too much to do,but you can help me by editing the report I'm working on." Dave replied,"Are you telling me that you do not have enough time to do some minor editing? I don't really think that it is a two-person job and,by the way,I'm busy too!"


-Referring to SCENARIO 6-2,Dave's answer seems to be influenced by

A)cognition.
B)selective perception.
C)filtering.
D)defensiveness.
E)emotions.

Question 5

The final step in the communication process is

A)decoding the message.
B)the feedback loop.
C)deciding on the channel of feedback.
D)deciding on the context of communication.
E)translating the process.

Question 6

"What is communicated" is the actual physical product originating from the source encoding.This is called

A)the channel.
B)the message.
C)jargon.
D)the medium.
E)the feedback loop.

Question 7

Who of the following is encoding a message?

A)Marta,who is writing a technical report
B)Hillary,who is hearing a rumour on the grapevine
C)Flora,who is reading an email from her boss
D)Heather,who is the target of upward communication
E)Elise,who is giving a speech

Question 8

________ is a richer communication channel than ________.

A)Live speech;videoconferencing
B)A memo;email
C)A telephone conversation;videoconferencing
D)Videoconferencing;online discussion group
E)A prerecorded speech;live speeches

Question 9

The medium through which communication travels is called

A)the receiver.
B)the message.
C)the feedback mechanism.
D)the channel.
E)the translation mechanism.

Question 10

Samir has to lay off a long-term employee as a result of the downturn in the economy.Which communication channel would be most appropriate to deliver this message?

A)email
B)telephone
C)instant messaging
D)face-to-face
E)memo

Question 11

SCENARIO 6-1
Mackenzie,a sales representative for Alliance Ltd. ,is having trouble explaining the benefits of his product to potential customers.Mackenzie has thought about how he does things and is thinking that he should improve the way he communicates.He has decided to examine the communication process model and hopes it will help him.Currently,Mackenzie calls potential customers on the phone,and has a brief phone conversation with them,telling them what new products are available.He then sends them the products via ground transportation.His customers frequently return the products because they are not what they were expecting,or because the customers did not want them in the first place.


-Referring to SCENARIO 6-1,Mackenzie could improve his channel of communication by using a richer channel such as

A)online pictures.
B)videoconferencing.
C)formal reports.
D)email.
E)prerecorded descriptions of the products.

Question 12

The more levels a message must go through to reach the bottom of the organizational hierarchy,the more likely that

A)diversity will confuse the message.
B)there will be information overload.
C)emails will be used.
D)filtering will occur.
E)there will be defensiveness.

Question 13

Face-to-face communication

A)scores highest in terms of channel richness.
B)provides for a minimum amount of information to be transmitted.
C)delays feedback.
D)offers minimal information cues.
E)provides the poorest quality of information and meaning.

Question 14

Channel richness is determined by the ability of the channel to

A)handle multiple cues,and appeal to a diverse group of individuals.
B)handle multiple cues at the same time,be personal,and allow rapid feedback.
C)handle multiple cues,and aid in downward communication.
D)be accurate,and support the encoder and decoder.
E)support the grapevine,be impersonal,and allow for immediate feedback.

Question 15

SCENARIO 6-1
Mackenzie,a sales representative for Alliance Ltd. ,is having trouble explaining the benefits of his product to potential customers.Mackenzie has thought about how he does things and is thinking that he should improve the way he communicates.He has decided to examine the communication process model and hopes it will help him.Currently,Mackenzie calls potential customers on the phone,and has a brief phone conversation with them,telling them what new products are available.He then sends them the products via ground transportation.His customers frequently return the products because they are not what they were expecting,or because the customers did not want them in the first place.


-Referring to SCENARIO 6-1,if Mackenzie's customers complain that they don't understand the products.This problem seems to be in

A)encoding.
B)filtering.
C)affective conflict.
D)selective perception.
E)proxemics.

Question 16

SCENARIO 6-2
Dave is Janice's supervisor in the research department.When Dave asked Janice how soon she could start a new research project,Janice answered: "I honestly don't know because I have too much to do,but you can help me by editing the report I'm working on." Dave replied,"Are you telling me that you do not have enough time to do some minor editing? I don't really think that it is a two-person job and,by the way,I'm busy too!"


-Referring to SCENARIO 6-2,if one explained Dave's response as due to tension and anxiety about oral communication,written communication,or both,according to your text,this would describe

A)a feedback loop.
B)information overload.
C)filtering.
D)selective communication.
E)communication apprehension.

Question 17

SCENARIO 6-1
Mackenzie,a sales representative for Alliance Ltd. ,is having trouble explaining the benefits of his product to potential customers.Mackenzie has thought about how he does things and is thinking that he should improve the way he communicates.He has decided to examine the communication process model and hopes it will help him.Currently,Mackenzie calls potential customers on the phone,and has a brief phone conversation with them,telling them what new products are available.He then sends them the products via ground transportation.His customers frequently return the products because they are not what they were expecting,or because the customers did not want them in the first place.


-Referring to SCENARIO 6-1,if Mackenzie is having problems understanding what customers are trying to tell him,he is having a problem with

A)the channel.
B)decoding.
C)encoding.
D)the medium.
E)information overload.

Question 18

SCENARIO 6-1
Mackenzie,a sales representative for Alliance Ltd. ,is having trouble explaining the benefits of his product to potential customers.Mackenzie has thought about how he does things and is thinking that he should improve the way he communicates.He has decided to examine the communication process model and hopes it will help him.Currently,Mackenzie calls potential customers on the phone,and has a brief phone conversation with them,telling them what new products are available.He then sends them the products via ground transportation.His customers frequently return the products because they are not what they were expecting,or because the customers did not want them in the first place.


-Referring to SCENARIO 6-1,returned goods are a form of

A)feedback.
B)information overload.
C)encoding.
D)defensiveness.
E)decoding.

Question 19

Terrance is reviewing his company's policy on environmental responsibility in preparation for a meeting.He is engaging in ________ a message.

A)encoding
B)decoding
C)filtering
D)forcing
E)distributing

Question 20

It is important to consider the ________ of the situation when deciding upon the message,the communication channel,and the formality of the message.

A)defensiveness
B)goals
C)workplace
D)context
E)dimensions

Question 21

Conflict exists

A)if there is diversity among the parties involved.
B)only if it is perceived as such by the parties involved.
C)even if it is not perceived as such by the parties involved.
D)if there are differences of opinion by the parties involved.
E)if there is disagreement between the parties involved.

Question 22

Messages conveyed through body movements,the intonations or emphasis we give to words,and the physical distance between the sender and receiver are all referred to as

A)nonverbal communication.
B)kinesics.
C)reflex.
D)proxemics.
E)informal communication.

Question 23

Filtering,selective perception,defensiveness,and language are all

A)potential barriers to effective communication.
B)communication techniques.
C)necessary for effective communication.
D)part of channel richness.
E)part of face-to-face communication.

Question 24

________ conflict is generally ________ conflict,while ________ conflict is generally ________ conflict.

A)Cognitive;functional;affective;dysfunctional
B)Cognitive;dysfunctional;affective;functional
C)Cognitive;incompatible;affective;goal
D)Dysfunctional;affective;functional;cognitive
E)Dysfunctional;cognitive;functional;affective

Question 25

SCENARIO 6-3
You are a professor who is trying to mediate a dispute that occurred during your class.Four members of a team who have been asked to make a presentation cannot agree on how to proceed.The members are standing approximately 2 metres apart from one another,they are frowning,and they are not speaking with one another.When asked to explain what is going on,the tone of their voices indicates that they are unhappy with the situation.


-Referring to SCENARIO 6-3,the field of study that would help you understand the message communicated by the physical distance between members would be

A)organizational communications.
B)proxemics.
C)cross-cultural communications.
D)emoticons.
E)kinesics.

Question 26

The best approach to delivering a long message that needs to be saved is

A)a text message.
B)an instant message.
C)email.
D)face-to-face communication.
E)a telephone call.

Question 27

Research by Deborah Tannen shows that men use conversation in order to ________,whereas women use conversation in order to ________.

A)emphasize status;create connections
B)build relationships;get promotions
C)establish boundaries;emphasize status
D)create networks;emphasize separateness
E)create networks;manage impressions

Question 28

Organizational boundaries have become less important as a result of

A)multiculturalism in Canada.
B)electronic communication.
C)jargon.
D)email.
E)globalization.

Question 29

A manager has her product development team participate in online meetings whenever she has an idea,regardless of the time or day.This is an example of

A)blurring the line between employee's work and non-work life.
B)communicating under stress.
C)information overload for all.
D)downward communication.
E)social networking.

Question 30

Monty has often been accused by his boss of only remembering what he wants to remember according to what he finds interesting.This is known as

A)communication apprehension.
B)selective perception.
C)emotions.
D)filtering.
E)communication overload.

Question 31

SCENARIO 6-3
You are a professor who is trying to mediate a dispute that occurred during your class.Four members of a team who have been asked to make a presentation cannot agree on how to proceed.The members are standing approximately 2 metres apart from one another,they are frowning,and they are not speaking with one another.When asked to explain what is going on,the tone of their voices indicates that they are unhappy with the situation.


-Referring to SCENARIO 6-3,you assess the situation,and by studying the ________ cues,you conclude that this group is having difficulty communicating.

A)filtering
B)reflex
C)nonverbal
D)cultural
E)emoticon

Question 32

The ability of employees to "tweet" on any work topic can

A)create barriers to formal communications.
B)lead to increase in internal email communication.
C)lead to less organizational control over sensitive information.
D)explain confusing messages in more detail.
E)lead to information overload.

Question 33

Allan's boss asked for a report on the customer who received the wrong merchandise and then decided to cancel her order as a result.Allan sent his boss a memo that left out some key facts that would have pinned the blame on his best friend.Allan has thus engaged in

A)selective perception.
B)defensiveness.
C)filtering.
D)decoding.
E)kinesics.

Question 34

Pierre is a good listener,but sometimes he feels overwhelmed and can't remember anything when too much information comes at him at the same time.Pierre is experiencing

A)communication apprehension.
B)selective perception.
C)information overload.
D)filtering.
E)emotions.

Question 35

SCENARIO 6-3
You are a professor who is trying to mediate a dispute that occurred during your class.Four members of a team who have been asked to make a presentation cannot agree on how to proceed.The members are standing approximately 2 metres apart from one another,they are frowning,and they are not speaking with one another.When asked to explain what is going on,the tone of their voices indicates that they are unhappy with the situation.


-Referring to SCENARIO 6-3,you have interpreted the message through

A)verbal communication.
B)silence.
C)proxemics.
D)kinesics.
E)All of the above.

Question 36

Communication technologies that allow users to set up lists of contacts,updating casual information,and hosting chat rooms for personal contacts are examples of

A)communication networks.
B)instant messaging.
C)social networking.
D)silent communication.
E)email.

Question 37

Kerry is known among her peers as a "close talker" because she is in the habit of standing very close to people when she speaks with them.Kerry's physical distance to those she speaks with is known as

A)kinesics.
B)proxemics.
C)silence.
D)yielding.
E)forcing.

Question 38

A form of communication that is often misinterpreted and which can be taken as expressing either dissatisfaction or agreement with the majority is

A)prejudice.
B)selective perception.
C)defensiveness.
D)filtering.
E)silence.

Question 39

When comparing communication styles between males and females,Deborah Tannen found that

A)men criticize women for not listening.
B)women criticize other women for seeming to apologize all the time.
C)women prefer being indirect and being subtle.
D)men use the opportunity to explain a problem as a means of developing cohesiveness.
E)men use talk to emphasize dependence.

Question 40

Yoko could tell that her assistant was unhappy just from the way he sat at his desk.Yoko is observing her assistant's

A)perceptions.
B)proxemics.
C)kinesics.
D)affect.
E)encoding.

Question 41

Researchers use ______________ to describe people's conflict management strategies.

A)functional conflict
B)filtering
C)dual concern theory
D)cognitive conflict
E)selective perception

Question 42

When Steve complained loudly to Ron that he was overworked,Ron got permission from his boss to extend the deadline for the project that Steve was working on.Which conflict-handling approach is Ron using?

A)forcing
B)compromising
C)problem solving
D)avoiding
E)yielding

Question 43

Pearl's preferred approach to getting her way when there is a conflict is to make persuasive arguments,and if that doesn't work,she makes threats and bluffs.This approach to conflict-handling is known as

A)forcing.
B)avoiding.
C)compromising.
D)problem solving.
E)yielding.

Question 44

Mike is an expert negotiator who is always looking to find a solution to issues that enables all parties to feel like they have won.This approach is known as ________ bargaining.

A)integrative
B)distributive
C)BATNA
D)collective
E)good faith

Question 45

Based on the research findings discussed in your text,you would expect that teams experiencing ________ conflict to generate better decisions than teams that experience ________ conflict.

A)affective;cognitive
B)effective;cognitive
C)cognitive;affective
D)defective;affective
E)creative;no

Question 46

Every negotiation has three elements:

A)issues,positions,and time.
B)interests,alternatives,and resistance.
C)resistance,interests,and time.
D)issues,positions,and interests.
E)party interests,individual interests,and time.

Question 47

The assertiveness dimension of the conflict-handling strategy is the degree to which

A)one party attempts to satisfy his/her own concerns.
B)one party attempts to satisfy the other party's concerns.
C)one party attempts to satisfy everyone's concerns.
D)one party is competitive.
E)all parties attempt to satisfy organizational goals.

Question 48

The conflict-handling strategy that combines assertiveness and cooperation is

A)problem solving.
B)forcing.
C)avoiding.
D)yielding.
E)compromising.

Question 49

A process in which two or more parties exchange goods or services and attempt to agree upon the exchange rate for them is

A)negotiation.
B)conflict management.
C)problem solving.
D)BATNA.
E)selective perception.

Question 50

According to your text,which bargaining strategy is recommended for use in intra-organizational behaviour?

A)BATNA
B)distributive bargaining
C)integrative bargaining
D)problem solving bargaining
E)interest based bargaining

Question 51

Distributive bargaining involves

A)varying levels of resources.
B)an unlimited amount of resources.
C)negotiation based on the other party's schedule.
D)a limited amount of resources.
E)ending with both parties as winners.

Question 52

Mia wants to use a problem-solving strategy to resolve a conflict in her office.Three employees are disputing the number of hours they have been paid for in their last paycheques.Mia

A)views the conflict as constructive.
B)plans to examine the hours on the employees' time sheets,compare these with those recorded by accounts payable,and address any discrepancies.
C)believes that the conflicting parties must show good faith by giving up something of true value.
D)will take the dominating role when resolving the conflict.
E)will attempt to reach a quick and/or temporary solution.

Question 53

The conflict-handling strategy that represents the mid-range on both assertiveness and cooperativeness is

A)problem solving.
B)forcing.
C)avoiding.
D)yielding.
E)compromising.

Question 54

The conflict-handling strategy that emphasizes "splitting the difference" is called

A)avoiding.
B)problem solving.
C)yielding.
D)compromising.
E)forcing.

Question 55

Whenever Irene has a disagreement with a co-worker,it isn't long before she launches a personal attack on the other person.When she does this,she is engaging in ________ conflict.

A)effective
B)cognitive
C)functional
D)affective
E)cross-cultural

Question 56

A director who dislikes a recent hire is spreading rumours that no one wants to work with this particular person,in the hopes that he will quit or get fired.This is an example of the conflict-handling strategy of

A)forcing.
B)avoiding.
C)yielding.
D)compromising.
E)problem solving.

Question 57

SCENARIO 6-4
Labour and management at DJ Trucking Ltd.cannot agree upon a contract for the truck drivers.Each side contends that they are bargaining fairly,but no agreement appears to be possible.


-Referring to SCENARIO 6-4,both sides have agreed that resources are limited.Each feels that whatever side wins,the other side loses.They believe they are engaged in

A)integrative bargaining.
B)distributive bargaining.
C)mediation.
D)BATNA.
E)company bargaining.

Question 58

Ed is considered to be a "good boss" by his staff mostly because they know that if they complain loudly enough to him about something,he will give them everything that they want and ask for nothing in return.Ed's approach to conflict handling is known as

A)forcing.
B)yielding.
C)compromising.
D)problem solving.
E)avoiding.

Question 59

A variety of factors leads to personality conflicts at work,including

A)lack of motivation in teams.
B)blaming others for mistakes.
C)too much work.
D)ineffective delegation.
E)need for power.

Question 60

Tim was usually very vocal at staff meetings.It was true that he often opposed the ideas of others at these meetings,but most would agree that his opposition often led to some new and better ideas.Tim is engaging in ________ conflict.

A)dysfunctional
B)kinesics
C)functional
D)proxemics
E)encoding

Question 61

The word yes may mean "yes,I am listening," or it may mean "yes,I agree." This is an example of a cross-cultural communication barrier called semantics.

Question 62

If one accepts Deborah Tannen's research,which suggests that men and women communicate differently,and for different purposes,then it would be reasonable to assume that gender differences in negotiations show that

A)men are more difficult to negotiate with.
B)women are better negotiators.
C)women are more confident negotiators.
D)there could be a difference in the way men and women negotiate.
E)men will use BATNA more.

Question 63

Memos,bulletins,and formal reports are ranked the lowest in terms of channel richness.

Question 64

SCENARIO 6-4
Labour and management at DJ Trucking Ltd.cannot agree upon a contract for the truck drivers.Each side contends that they are bargaining fairly,but no agreement appears to be possible.


-Referring to SCENARIO 6-4,another term for bargaining is

A)negotiating.
B)compromising.
C)yielding.
D)forcing.
E)filtering.

Question 65

Blogging is a growing communication tool.While many blogs are written by individuals,many organizational leaders have blogs that speak for the organization.

Question 66

Face to face is the richest of all communication channels.

Question 67

The lowest acceptable outcome,when negotiating,is called

A)the victory point.
B)the goal.
C)the target point.
D)the resistance point.
E)the bargaining zone

Question 68

The word efficiency cannot be translated directly into Russian.This is an example of the communication barrier called a connotation.

Question 69

SCENARIO 6-4
Labour and management at DJ Trucking Ltd.cannot agree upon a contract for the truck drivers.Each side contends that they are bargaining fairly,but no agreement appears to be possible.


-Referring to SCENARIO 6-4,which of the following is a characteristic of distributive bargaining?

A)a win-win solution
B)a long-term focus
C)primary interests that are congruent with each other
D)opposition to the other bargaining party
E)sensitivity to each other's needs

Question 70

Research shows that executives devote many hours to responding to emails.Thus,it would be safe to conclude that for those executives who desire a lot of social contact in their jobs,a heavy reliance on electronic communication will likely lead to job dissatisfaction.

Question 71

According to Deborah Tannen's research,it was found that gender often creates oral communication barriers.

Question 72

Decoding a message is affected by one's skill,attitude,knowledge,and social-cultural system.

Question 73

When communicating with people from different countries,it is safe to assume that they are similar to us.

Question 74

No group can exist without communication,which is the transfer and understanding of a message between two or more people.

Question 75

Instant messaging has existed for years,being used mostly by teens and those in informal groups.The technology has not advanced into the business world and it is unlikely that it will,given the fact that it is time consuming and not readily available.

Question 76

Selective perception refers to the sender manipulating information so that it will be seen more favourably by the receiver.

Question 77

The feedback loop assists in the filtering process.

Question 78

When Ricki is at the annual budget meeting with her managers,she knows in advance that some of them will end up being unhappy because there is only so much money to go around.So some will lose,and some will win.This situation involves ________ bargaining.

A)collective
B)integrative
C)bad faith
D)distributive
E)BATNA

Question 79

Managers should communicate non-routine messages through channels that are high in richness.

Question 80

How organizations communicate with their employees plays an important role in whether the employees actually hear the message.