Deck 6: Coaching, Communication, and Conflict Skills

Question 1

In oral face-to-face communication, when giving instructions, the sender should not ask for the receiver's commitment to the action, but allow the receiver 24 hours to consider it.

Answer 1

FALSE

Question 2

Paraphrasing is the process of verifying messages and determining if objectives are being met.

Answer 2

FALSE

Question 3

In written communication, one important tip is that writing is more about impressing people.

Answer 3

FALSE

Question 4

Before sending a message, you should answer the question, "What's going on?"

Question 5

Regardless of the goal of communication, it is always important to get a commitment to the action.

Question 6

In the message-receiving process, while the person is talking, it is important to think about what you are going to say in reply.

Question 7

Seventy-five percent of what people hear accurately, they forget within a week.

Question 8

In written communication, one important tip is set an objective for your communication before you begin writing.

Question 9

Analyzing is the process of thinking about, decoding, and evaluating the message.

Question 10

In oral face-to-face communication, before sending a message, you should answer the question, "why can't this person understand?"

Question 11

The richest communication channel is a written memo because it allows you to go into much more detail.

Question 12

Communication is the process of conveying information and meaning.

Question 13

In the oral message-sending process, the purpose of developing rapport is distract the person from the real reason for the communication.

Question 14

In written communication, one important tip is write in the passive voice such "it is recommended" instead of "I recommend".

Question 15

In the message-receiving process, while the person is talking, it is important to listen and evaluate what is said at the same time.

Question 16

The 1-5-15 rule states that you should limit each paragraph to a single topic with an average of five sentences that have an average of 15 words.

Question 17

The message-receiving process includes listening, analyzing, and checking understanding.

Question 18

For sending difficult and unusual messages, it is best to use written forms of communication.

Question 19

Feedback is the process of restating a message in one's own words.

Question 20

The five steps in the oral message-sending process are (1) develop rapport; (2) state your communication objective; (3) transmit your message; (4) check the receiver's understanding; and (5) get a commitment and follow up.

Question 21

An effective example of asking the listener to paraphrase is "Now tell me what you are going to do, so I can tell you where you do not understand me".

Question 22

Research has shown that the most important contributor to employee success and retention is receiving praise and recognition.

Question 23

One of the most common and effective approaches to getting feedback is to give the entire message and then ask, "Do you have any questions?"

Question 24

The purpose of coaching is to achieve desirable behavior.

Question 25

The job instructional training (JIT) steps include (1) trainer presents the task; (2) trainee receives preparation; (3) trainee performs the task; and (4) trainer follows up.

Question 26

Criticism is the process of pointing out mistakes, which places blame and is embarrassing.

Question 27

Descriptive feedback can be based on facts or inferences.

Question 28

The most common cause of messages not resulting in communication is the lack of getting feedback that ensures mutual understanding.

Question 29

Communicating is the sole responsibility of the message sender.

Question 30

Inferential feedback is preferred because it tends to be positive.

Question 31

Feedback should be given in about two weeks after an incident to allow reflection.

Question 32

Paraphrasing is the process of having the receiver restate the message in his or her own words.

Question 33

Feedback usually does not follow a message, because people have a tendency not to ask questions.

Question 34

Once you tell people they are wrong or made a mistake, they may begin to dislike the task or job.

Question 35

The most accurate indicator of listener's understanding is paraphrasing.

Question 36

To indicate to your manager that you understand his or her message, ask broad, general questions.

Question 37

An effective example of asking the listener to paraphrase is "Now tell me what you are going to do, so I can be sure that I explained myself clearly".

Question 38

One reason why people do not ask questions is because receivers feel ignorant.

Question 39

Coaching is the process of giving motivational feedback to maintain and improve performance.

Question 40

Feedback is important in improving our performance, and we should solicit feedback, and not just wait until someone provides us with feedback.

Question 41

The one best conflict style for all situation is collaborating, a win-win approach.

Question 42

The negotiating conflict style is appropriate to use when unpopular action must be taken on important issues.

Question 43

The collaborating conflict style is appropriate when you are dealing with an important issue that requires an optimal solution, and compromise would result in suboptimizing.

Question 44

A mediator is a neutral third party who makes a binding decision to resolve a conflict.

Question 45

One of the reasons the psychological contract is often broken is because the other party(ies) has different expectations than we hold.

Question 46

The five conflict management styles are (1) avoiding, (2) competing, (3) negotiating, (4) accommodating, and (5) collaborating.

Question 47

The major difference between criticism and coaching feedback is that criticism is judgmental and makes people feel like losers.

Question 48

The accommodating conflict style is appropriate to use when the conflict is trivial.

Question 49

When dealing with an ability performance issue, it is necessary to get employees to verbally commit to the change if they seem willing to make it.

Question 50

The BCF model describes a conflict in terms of beliefs, consequences, and feelings.

Question 51

The first step of the initiating conflict resolution model is to plan a BCF statement that maintains ownership of the problem.

Question 52

The performance formula is used to explain the process managers go through in determining the reasons for effective or ineffective performance and deciding what to do about it.

Question 53

An arbitrator is a neutral third party makes a binding decision to resolve a conflict.

Question 54

Mentoring is more involved and personal than coaching.

Question 55

The advantage of the collaborating conflict style is that it tends to lead to the best solution to the conflict, using assertive behavior.

Question 56

Functional conflict exists when disagreement and opposition supports the achievement of organizational objectives.

Question 57

The performance formula explains performance as a function of ability, motivation, and skills.

Question 58

The avoiding conflict style is assertive and uncooperative.

Question 59

"My manager must really care about me and appreciate my work, so I'll try harder" describes the attitude of employees with overly critical managers.

Question 60

The conflict style most difficult to implement successfully and most likely to be underutilized when appropriate is the accommodating conflict style.

Question 61

The process of having the receiver restate the message in his or her own words is ____.

A) paraphrasing
B) feedback
C) confirmation
D) verification

Question 62

To improve your written communication skills, which of the following are important tips?

A) Write to impress
B) Message should be detailed and thorough
C) Write in the passive voice
D) Don't spend time editing your important work
E) Set an objective for your communication before writing

Question 63

The message-receiving process, as a listener, which of the following should you avoid doing?

A) When people interrupt you, continue talking.
B) Ask to meet in a noisy area so no one can hear what you say.
C) Finish the speaker's sentence, so he or she will know that you are listening.
D) Listen to the entire message without interrupting the speaker.
E) A, b, and c

Question 64

The oral message-sending process includes all of the following steps EXCEPT:

A) develop rapport.
B) state your communication objective.
C) transmit your message.
D) translate the meaning of the message.

Question 65

Which of the following is NOT a step in the message-receiving process?

A) listening
B) analyzing
C) checking understanding
D) encoding

Question 66

____ is the process of verifying messages and determining if objectives are being met.

A) Paraphrasing
B) Listening
C) Feedback
D) Criticism

Question 67

To check for the receiver's understanding in oral communication, you ask him or her

A) Do you have any questions?
B) Direct questions
C) Indirect questions
D) To paraphrase the message
E) B and d

Question 68

The message-receiving process includes:

A) listening, analyzing, and checking understanding.
B) listening, paraphrasing, and analyzing.
C) listening, analyzing, and following up.
D) listening, analyzing, and giving feedback.

Question 69

Which of the following is a component of analyzing?

A) thinking
B) watching nonverbal cues
C) taking notes
D) avoiding distractions

Question 70

Which of the following is a component of checking understanding?

A) asking questions
B) conveying meaning
C) watching nonverbal cues
D) paying attention

Question 71

Which of the following is NOT a step in the oral message-sending process?

A) develop rapport
B) state your communication objective
C) transmit your message
D) check the receiver's commitment

Question 72

The value of stating the objectives of communication is to:

A) establish rapport.
B) get buy-in from the recipient.
C) elicit feedback before continuing the communication.
D) help the receiver put the details into context.

Question 73

The manager of a manufacturing plant is inaugurating a major quality initiative and is planning the announcement to the employees. She has considered the goal and mode of the message. What other issue should be considered in this planning?

A) who should receive the message
B) the timing of the message
C) whether to solicit feedback
D) all of the answers are correct

Question 74

____ is the process of giving the speaker your undivided attention.

A) Listening
B) Analyzing
C) Checking understanding
D) Paraphrasing

Question 75

All of the following are components of listening EXCEPT:

A) paying attention.
B) asking questions.
C) not assuming and interrupting.
D) Watching and attending to only verbal cues.

Question 76

As a general rule, to send difficult and unusual messages, use ____.

A) Detailed written communication channels
B) Phone calls
C) Rich oral channels
D) Face-to-face oral channels
E) C and d

Question 77

The process of conveying information and meaning is ____.

A) organization
B) understanding
C) communication
D) decoding

Question 78

____ is the process of thinking about, decoding, and evaluating the message.

A) Paraphrasing
B) Analyzing
C) Listening
D) Checking understanding

Question 79

The richest channel of communication is

A) a memo
B) an e-mail
C) Oral face-to-face
D) In your own office

Question 80

The first step in the oral message-sending process is:

A) state your communication objective.
B) develop rapport.
C) transmit your message.
D) check the receiver's understanding.