Question 1

Instructions for the following question(s)
For the Variables line, write the numbers 1 to 4. To the right of the four numbers, write the four variables. To the left of the four numbers, write the answers to each variable from the Situational Communication Model that represents the style to use based on the variable. Fill in the Communication Style, Behavior, and Action Taken lines with the appropriate answers.
Variables:
Communication Style:
Behavior:
Action Taken:
Situational Communication. You work in the accounting office. Chris has come to you stating that there are a few questions for you to answer about the budget. Chris has done an excellent job of preparing and staying within the budgeted amounts in recent years. As a situational communicator, you should do what?

Accepted Answer

$\begin{array}{l}
\text { Variables: }\
\begin{array}{lll}
\text { Yes } & 1 . & \text { Time } \
\text { S3P-S4E } & 2 . & \text { Information } \
\text { S3P-S4E } & 3 . & \text { Acceptance } \
\text { S4E } & 4 . & \text { Capability }
\end{array}
\end{array}$ Communication Style:
Empowerment
Behavior:
Low task/low relationship
Action Taken:
Simply answer Chris's questions.
. 
(6)

Question 2

The CEO wants to find out how three of his vice presidents are progressing on the new company-wide strategic plan that needs to be coordinated between them to implement effectively. Which method of sending the message would be most appropriate in this situation?

Accepted Answer

B

Question 3

List and explain the three parts of the message-receiving process.

Accepted Answer

The three parts of the message-receiving process are listening, analyzing, and checking understanding. Listening is the process of giving the speaker your undivided attention. Analyzing is the process of thinking about, decoding, and evaluating the message. Checking understanding is the process of giving feedback.

Question 4

Are you really open to feedback¾criticism from others at work? How can you improve on accepting criticism?

Accepted Answer

The answer of Are you really open to feedback¾criticism from...

Question 5

You are the leader of a small task force. You have suggested a method of completing the task, but the other members express disagreement with your plan. Which conflict management style is most appropriate in this situation? a. avoiding
b. accommodating
c. forcing
d. negotiating
e. collaborating

Accepted Answer

The answer of You are the leader of a small...

Question 6

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

Accepted Answer

A) True 
 B)False

Question 7

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

Accepted Answer

A) True 
 B)False

Question 8

Descriptive feedback can be based on facts or inferences.

Accepted Answer

A) True 
 B)False

Question 9

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

Accepted Answer

A) True 
 B)False

Question 10

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

Accepted Answer

A) True 
 B)False

Question 11

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

Accepted Answer

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

Question 12

Which of the following is NOT one of the job instructional training (JIT) steps?

Accepted Answer

A)   trainee receives preparation
B)   trainer presents the task
C)   trainer outlines the parameters of the task
D)   trainee performs the task

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

The difference between a mediator and an arbitrator is that:

Accepted Answer

A)   the mediator apportions blame judiciously, whereas the arbitrator deals only with concrete issues.
B)   mediators commonly use a negotiating style, while arbitrators typically use a collaborating style.
C)   the arbitrator's ruling is binding.
D)   arbitrators are only used in management-labor negotiations.

Question 15

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?"

Accepted Answer

A) True 
 B)False

Question 16

What should be included in your plan to send a message?

Accepted Answer

The answer of What should be included in your plan...

Question 17

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.

Accepted Answer

A) True 
 B)False

Question 18

List the steps in the oral message-sending process.

Accepted Answer

The answer of List the steps in the oral message-sending...

Question 19

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

Accepted Answer

A) True 
 B)False

Question 20

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

Accepted Answer

A) True 
 B)False

Exam 6: Communication, Coaching, and Conflict Skills

The CEO wants to find out how three of his vice presidents are progressing on the new company-wide strategic plan that needs to be coordinated between them to implement effectively. Which method of sending the message would be most appropriate in this situation?

List and explain the three parts of the message-receiving process.

Are you really open to feedback¾criticism from others at work? How can you improve on accepting criticism?

You are the leader of a small task force. You have suggested a method of completing the task, but the other members express disagreement with your plan. Which conflict management style is most appropriate in this situation? a. avoiding b. accommodating c. forcing d. negotiating e. collaborating

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

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

Descriptive feedback can be based on facts or inferences.

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

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

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

Which of the following is NOT one of the job instructional training (JIT) steps?

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

The difference between a mediator and an arbitrator is that:

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?"

What should be included in your plan to send a message?

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.

List the steps in the oral message-sending process.

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

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