Question 1

Find Somebody Else
Ron Davis,the relatively new general manager of the machine tooling group at Parker Manufacturing,was visiting one of the plants.He scheduled a meeting with Mike Leonard,a plant manager who reported to him.
RON: Mike,I've scheduled this meeting with you because I've been reviewing performance data and I wanted to give you some feedback.I know we haven't talked face-to-face before,but I think it's time we review how you're doing.I'm afraid that some of things I have to say are not very favorable.
MIKE: Well,since you're the new boss,I guess I'll have to listen.I've had meetings like this before with new people who come in my plant and think they know what's going on.
RON: Look,Mike,I want this to be a two-way interchange.I'm not here to read a verdict to you,and I'm not here to tell you how to do your job.There are just some areas for improvement I want to review.
MIKE: Okay,sure,I've heard that before.But you called the meeting.Go ahead and lower the boom.
RON: Well,Mike,I don't think this is lowering the boom.But there are several things you need to hear.One is what I noticed during the plant tour.I think you're too chummy with some of your female personnel.You know,one of them might take offense and level a sexual harassment suit against you.
MIKE: Oh,come on.You haven't been around this plant before,and you don't know the informal,friendly relationships we have.The office staff and the women on the floor are flattered by a little attention now and then.
RON: That may be so,but you need to be more careful.You may not be sensitive to what's really going on with them.But that raises another thing I noticed-the appearance of your shop.You know how important it is in Parker to have a neat and clean shop.As I walked through this morning,I noticed that it wasn't as orderly and neat as I would like to see it.Having things in disarray reflects poorly on you,Mike.
MIKE: I'll stack my plant up against any in Parker for neatness.You may have seen a few tools out of place because someone was just using them,but we take a lot of pride in our neatness.I don't see how you can say that things are in disarray.You've got no experience around here,so who are you to judge?
RON: Well,I'm glad you're sensitive to the neatness issue.I just think you need to pay attention to it,that's all.But regarding neatness,I notice that you don't dress like a plant manager.I think you're creating a substandard impression by not wearing a tie,for example.Casualness in dress can be used as an excuse for workers to come to work in really grubby attire.That may not be safe.
MIKE: Look,I don't agree with making a big separation between the managers and the employees.By dressing like people out on the shop floor,I think we eliminate a lot of barriers.Besides,I don't have the money to buy clothes that might get oil on them every day.That seems pretty picky to me.
RON: I don't want to seem picky,Mike.But I do feel strongly about the issues I've mentioned.There are some other things,though,that need to get corrected.One is the appearance of the reports you send into division headquarters.There are often mistakes,misspellings,and,I suspect,some wrong numbers.I wonder if you are paying attention to these reports.You seem to be reviewing them superficially.
MIKE: If there is one thing we have too much of,it's reports.I could spend three-quarters of my time filling out report forms and generating data for some bean counter in headquarters.We have reports coming out our ears.Why don't you give us a chance to get our work done and eliminate all this paperwork?
RON: You know as well as I do,Mike,that we need to carefully monitor our productivity,quality,and costs.You just need to get more serious about taking care of that part of your responsibility.
MIKE: Okay.I'm not going to fight about that.It's a losing battle for me.No one at headquarters will ever decrease their demand for reports.But,listen,Ron,I also have one question for you.
RON: Okay.What's that?
MIKE: Why don't you go find somebody else to pick on?
-Categorize each of the statements by naming the rule of supportive communication that is either illustrated or violated.

Accepted Answer

The answer of Find Somebody Else
Ron Davis,the relatively new general...

Question 2

You need to turn in your expense account.This is your first one.Mary,your co-worker,has turned in over 50 in the last two years.As you explain a problem related to turning in your expense account to her,which response type would be most appropriate for Mary to use?

Accepted Answer

A) Advising response 
B) Deflecting response 
C) Probing response 
D) Reflecting response

Question 3

What is the outcome of supportive communication?

Accepted Answer

A) Other people like you even if they don't understand you. 
B) You are judged to be a nice person and others listen to you. 
C) The message is delivered accurately and relationships are enhanced. 
D) You are socially accepted but not viewed as an excellent manager.

Question 4

Morgan has a problem.Her date has been late the last three times to pick her up and this upsets her.Tonight her date is late again.What should she say?

Accepted Answer

A) "I can't believe you are late for the fourth time.This really upsets me! Why are you always so late?" 
B) Nothing,but when he asks,"What's wrong?" reply as coldly as possible "Nothing." 
C) "This is the fourth time you have been late.I want you to know how much this hurts me.Maybe the next time you should call from the car phone and let me know you are running late." 
D) "This is the fourth time you have been late.I want you to know how much this hurts me.I wonder if your mother knows how you disrespect me?"

Question 5

A manager maintains little eye contact,interrupts subordinates,and criticizes them for feeling a certain way.He or she is displaying which type of communication?

Accepted Answer

A) Rigid and evaluative communication 
B) Indifferent and impervious communication 
C) Indifferent and superior communications 
D) Indifferent communication

Question 6

You have just practiced descriptive communication to modify some problematic behavior.Your subordinate replies,"I have an excuse ...it is not my fault." What should you do?

Accepted Answer

A) Point out (without causing defensiveness)to your subordinate that it really doesn't matter if it is his/her fault;the problem still exists 
B) Keep trying to describe the problematic behavior until the subordinate understands 
C) Refocus the communication away from blame or fault toward counseling 
D) None of the above

Question 7

Benefits associated with companies implementing a personal management interview program include increased effectiveness,improved individual accountability,department meeting efficiency,and enhanced communication flows.

Accepted Answer

A) True 
 B)False

Question 8

Explain the types of communication that invalidate people.Describe the attributes of validating communication.Provide specific examples.

Accepted Answer

The answer of Explain the types of communication that invalidate...

Question 9

What is an important goal of counseling? To help the individual

Accepted Answer

A) get along better with co-workers. 
B) understand clearly what the problem is and how to overcome it. 
C) recognize that a problem exists and identify ways to address the problem. 
D) identify ways in which the problem may be addressed.

Question 10

What is the statement "I have decided to turn down your request" an example of?

Accepted Answer

A) Conjunctive,not disjunctive communication 
B) Owned,not disowned communication 
C) Problem oriented,not person oriented communication 
D) Specific,not global communication

Question 11

You have just given a report to your boss.He says,"You have a good idea,but I'm afraid headquarters will think it is a little radical." What type of communication is this an example of?

Accepted Answer

A) Supportive 
B) Owned 
C) Disowned 
D) Disjunctive

Question 12

Your co-worker remarks to you,"You are always late to meetings,how come?" Your co-worker is practicing what type of communication?

Accepted Answer

A) Specific 
B) Invalidation 
C) Descriptive 
D) Global 
E) Incongruent

Question 13

Rejected Plans Case
The following dialogue occurred between two employees in a large firm.The conversation illustrates several characteristics of supportive communication.
SUSETTE: How did your meeting go with Mr.Schmidt yesterday?
LEONARDO: Well,uh,it went ...aaah ...it was no big deal.
SUSETTE: It looks as if you're pretty upset about it.
LEONARDO: Yeah,I am.It was a totally frustrating experience.I,uh,well,let's just say I would like to forget the whole thing.
SUSETTE: Things must not have gone as well as you had hoped they would.
LEONARDO: I'll say! That guy was impossible.I thought the plans I submitted were very clear and well thought out.Then he rejected the entire package.
SUSETTE: You mean he didn't accept any of them?
LEONARDO: You got it.
SUSETTE: I've seen your work before,Leonardo.You've always done a first-rate job.It's hard for me to figure out why your plans were rejected by Schmidt.What did he say about them?
LEONARDO: He said they were unrealistic and too difficult to implement,and ...
SUSETTE: Really?
LEONARDO: Yeah,and when he said that I felt he was attacking me personally.But,on the other hand,I was also angry because I thought my plans were very good,and,you know,I paid close attention to every detail in those plans.
SUSETTE: I'm certain that you did.
LEONARDO: It just really ticks me off.
SUSETTE: I'll bet it does.I would be upset,too.
LEONARDO: Schmidt has something against me.
SUSETTE: After all the effort you put into those plans,you still couldn't figure out whether Schmidt was rejecting you or your plans,right?
LEONARDO: Yeah.Right.How could you tell?
SUSETTE: I can really understand your confusion and uncertainty when you felt Schmidt's actions were unreasonable.
LEONARDO: I just don't understand why he did what he did.
SUSETTE: Sure.If he said your plans were unrealistic,what does that mean? I mean,how can you deal with a rationale like that? It's just too general-meaningless,even.Did he mention anything specific? Did you ask him to point out some problems or explain the reasons for his rejection more clearly?
LEONARDO: Good point,but,uh,you know ...I was so disappointed at the rejection that I was kinda like in outer space.You know what I mean?
SUSETTE: Yeah.It's an incapacitating experience.You have so much invested personally that you try to divest as fast as you can to save what little self-respect is left.
LEONARDO: That's it all right.I just wanted to get out of there before I said something I would be sorry for.
SUSETTE: Yet,in the back of your mind,you probably figured that Schmidt wouldn't risk the company's future just because he didn't like you personally.But then,well ...the plans were good! It's hard to deal with that contradiction on the spot,isn't it?
LEONARDO: Exactly.I knew I should have pushed him for more information,but,uh,I just stood there like a dummy.But what can you do about it now? It's spilled milk.
SUSETTE: I don't think it's a total loss,Leonardo.I mean,from what you have told me-what he said and what you said-I don't think that a conclusion can be reached.Maybe he doesn't understand the plans,or maybe it was just his off day.Who knows? It could be a lot of things.What would you think about pinning Schmidt down by asking for his objections,point by point? Do you think it would help to talk to him again?
LEONARDO: Well,I would sure know a lot more than I know now.As it is,I wouldn't know where to begin revising or modifying the plans.And you're right,I really don't know what Schmidt thinks about me or my work.Sometimes I just react and interpret with little or no evidence.
SUSETTE: Maybe,uh ...maybe another meeting would be a good thing,then.
LEONARDO: Well,I guess I should get off my duff and schedule an appointment with him for next week.I am curious to find out what the problem is,with the plans,or me.(Pause)Thanks,Susette,for helping me work through this thing.
-Does Leonardo need coaching or counseling? What evidence do you have to support your conclusion?

Accepted Answer

The answer of Rejected Plans Case
The following dialogue occurred between...

Question 14

A personal management interview program is a regularly scheduled meeting between a manager and all of his or her employees.The meeting allows everyone the chance to talk together about particular issues.

Accepted Answer

A) True 
 B)False

Question 15

Find Somebody Else
Ron Davis,the relatively new general manager of the machine tooling group at Parker Manufacturing,was visiting one of the plants.He scheduled a meeting with Mike Leonard,a plant manager who reported to him.
RON: Mike,I've scheduled this meeting with you because I've been reviewing performance data and I wanted to give you some feedback.I know we haven't talked face-to-face before,but I think it's time we review how you're doing.I'm afraid that some of things I have to say are not very favorable.
MIKE: Well,since you're the new boss,I guess I'll have to listen.I've had meetings like this before with new people who come in my plant and think they know what's going on.
RON: Look,Mike,I want this to be a two-way interchange.I'm not here to read a verdict to you,and I'm not here to tell you how to do your job.There are just some areas for improvement I want to review.
MIKE: Okay,sure,I've heard that before.But you called the meeting.Go ahead and lower the boom.
RON: Well,Mike,I don't think this is lowering the boom.But there are several things you need to hear.One is what I noticed during the plant tour.I think you're too chummy with some of your female personnel.You know,one of them might take offense and level a sexual harassment suit against you.
MIKE: Oh,come on.You haven't been around this plant before,and you don't know the informal,friendly relationships we have.The office staff and the women on the floor are flattered by a little attention now and then.
RON: That may be so,but you need to be more careful.You may not be sensitive to what's really going on with them.But that raises another thing I noticed-the appearance of your shop.You know how important it is in Parker to have a neat and clean shop.As I walked through this morning,I noticed that it wasn't as orderly and neat as I would like to see it.Having things in disarray reflects poorly on you,Mike.
MIKE: I'll stack my plant up against any in Parker for neatness.You may have seen a few tools out of place because someone was just using them,but we take a lot of pride in our neatness.I don't see how you can say that things are in disarray.You've got no experience around here,so who are you to judge?
RON: Well,I'm glad you're sensitive to the neatness issue.I just think you need to pay attention to it,that's all.But regarding neatness,I notice that you don't dress like a plant manager.I think you're creating a substandard impression by not wearing a tie,for example.Casualness in dress can be used as an excuse for workers to come to work in really grubby attire.That may not be safe.
MIKE: Look,I don't agree with making a big separation between the managers and the employees.By dressing like people out on the shop floor,I think we eliminate a lot of barriers.Besides,I don't have the money to buy clothes that might get oil on them every day.That seems pretty picky to me.
RON: I don't want to seem picky,Mike.But I do feel strongly about the issues I've mentioned.There are some other things,though,that need to get corrected.One is the appearance of the reports you send into division headquarters.There are often mistakes,misspellings,and,I suspect,some wrong numbers.I wonder if you are paying attention to these reports.You seem to be reviewing them superficially.
MIKE: If there is one thing we have too much of,it's reports.I could spend three-quarters of my time filling out report forms and generating data for some bean counter in headquarters.We have reports coming out our ears.Why don't you give us a chance to get our work done and eliminate all this paperwork?
RON: You know as well as I do,Mike,that we need to carefully monitor our productivity,quality,and costs.You just need to get more serious about taking care of that part of your responsibility.
MIKE: Okay.I'm not going to fight about that.It's a losing battle for me.No one at headquarters will ever decrease their demand for reports.But,listen,Ron,I also have one question for you.
RON: Okay.What's that?
MIKE: Why don't you go find somebody else to pick on?
-If you were Ron,what would you do in your follow-up meeting with Mike?

Accepted Answer

The answer of Find Somebody Else
Ron Davis,the relatively new general...

Question 16

You notice that since hiring Barbara,she is always working early and stays late;she appears to be working very hard.Co-workers have commented on how much they enjoy working with Barbara.Yesterday,in a conversation with her,she remarked how she was unhappy with her performance but was determined to try harder.This surprised you since you find her very capable,competent,and hard working.What kind of problem is Barbara most likely facing?

Accepted Answer

A) A problem that needs counseling 
B) A problem that needs coaching 
C) A problem that needs person-oriented communication 
D) A problem that needs global communication

Question 17

What is the outcome of each meeting that is held under the personal management interview program?

Accepted Answer

A) Problems have been discussed. 
B) Information has been shared. 
C) Action items have been formulated. 
D) Feedback has been given.

Question 18

Rejected Plans Case
The following dialogue occurred between two employees in a large firm.The conversation illustrates several characteristics of supportive communication.
SUSETTE: How did your meeting go with Mr.Schmidt yesterday?
LEONARDO: Well,uh,it went ...aaah ...it was no big deal.
SUSETTE: It looks as if you're pretty upset about it.
LEONARDO: Yeah,I am.It was a totally frustrating experience.I,uh,well,let's just say I would like to forget the whole thing.
SUSETTE: Things must not have gone as well as you had hoped they would.
LEONARDO: I'll say! That guy was impossible.I thought the plans I submitted were very clear and well thought out.Then he rejected the entire package.
SUSETTE: You mean he didn't accept any of them?
LEONARDO: You got it.
SUSETTE: I've seen your work before,Leonardo.You've always done a first-rate job.It's hard for me to figure out why your plans were rejected by Schmidt.What did he say about them?
LEONARDO: He said they were unrealistic and too difficult to implement,and ...
SUSETTE: Really?
LEONARDO: Yeah,and when he said that I felt he was attacking me personally.But,on the other hand,I was also angry because I thought my plans were very good,and,you know,I paid close attention to every detail in those plans.
SUSETTE: I'm certain that you did.
LEONARDO: It just really ticks me off.
SUSETTE: I'll bet it does.I would be upset,too.
LEONARDO: Schmidt has something against me.
SUSETTE: After all the effort you put into those plans,you still couldn't figure out whether Schmidt was rejecting you or your plans,right?
LEONARDO: Yeah.Right.How could you tell?
SUSETTE: I can really understand your confusion and uncertainty when you felt Schmidt's actions were unreasonable.
LEONARDO: I just don't understand why he did what he did.
SUSETTE: Sure.If he said your plans were unrealistic,what does that mean? I mean,how can you deal with a rationale like that? It's just too general-meaningless,even.Did he mention anything specific? Did you ask him to point out some problems or explain the reasons for his rejection more clearly?
LEONARDO: Good point,but,uh,you know ...I was so disappointed at the rejection that I was kinda like in outer space.You know what I mean?
SUSETTE: Yeah.It's an incapacitating experience.You have so much invested personally that you try to divest as fast as you can to save what little self-respect is left.
LEONARDO: That's it all right.I just wanted to get out of there before I said something I would be sorry for.
SUSETTE: Yet,in the back of your mind,you probably figured that Schmidt wouldn't risk the company's future just because he didn't like you personally.But then,well ...the plans were good! It's hard to deal with that contradiction on the spot,isn't it?
LEONARDO: Exactly.I knew I should have pushed him for more information,but,uh,I just stood there like a dummy.But what can you do about it now? It's spilled milk.
SUSETTE: I don't think it's a total loss,Leonardo.I mean,from what you have told me-what he said and what you said-I don't think that a conclusion can be reached.Maybe he doesn't understand the plans,or maybe it was just his off day.Who knows? It could be a lot of things.What would you think about pinning Schmidt down by asking for his objections,point by point? Do you think it would help to talk to him again?
LEONARDO: Well,I would sure know a lot more than I know now.As it is,I wouldn't know where to begin revising or modifying the plans.And you're right,I really don't know what Schmidt thinks about me or my work.Sometimes I just react and interpret with little or no evidence.
SUSETTE: Maybe,uh ...maybe another meeting would be a good thing,then.
LEONARDO: Well,I guess I should get off my duff and schedule an appointment with him for next week.I am curious to find out what the problem is,with the plans,or me.(Pause)Thanks,Susette,for helping me work through this thing.
-If you were Susette's coach,how would you assist her in being more competent as a supportive communicator? How would you coach Leonardo to be more supportive even though it is he who faces the problem?

Accepted Answer

The answer of Rejected Plans Case
The following dialogue occurred between...

Question 19

Find Somebody Else
Ron Davis,the relatively new general manager of the machine tooling group at Parker Manufacturing,was visiting one of the plants.He scheduled a meeting with Mike Leonard,a plant manager who reported to him.
RON: Mike,I've scheduled this meeting with you because I've been reviewing performance data and I wanted to give you some feedback.I know we haven't talked face-to-face before,but I think it's time we review how you're doing.I'm afraid that some of things I have to say are not very favorable.
MIKE: Well,since you're the new boss,I guess I'll have to listen.I've had meetings like this before with new people who come in my plant and think they know what's going on.
RON: Look,Mike,I want this to be a two-way interchange.I'm not here to read a verdict to you,and I'm not here to tell you how to do your job.There are just some areas for improvement I want to review.
MIKE: Okay,sure,I've heard that before.But you called the meeting.Go ahead and lower the boom.
RON: Well,Mike,I don't think this is lowering the boom.But there are several things you need to hear.One is what I noticed during the plant tour.I think you're too chummy with some of your female personnel.You know,one of them might take offense and level a sexual harassment suit against you.
MIKE: Oh,come on.You haven't been around this plant before,and you don't know the informal,friendly relationships we have.The office staff and the women on the floor are flattered by a little attention now and then.
RON: That may be so,but you need to be more careful.You may not be sensitive to what's really going on with them.But that raises another thing I noticed-the appearance of your shop.You know how important it is in Parker to have a neat and clean shop.As I walked through this morning,I noticed that it wasn't as orderly and neat as I would like to see it.Having things in disarray reflects poorly on you,Mike.
MIKE: I'll stack my plant up against any in Parker for neatness.You may have seen a few tools out of place because someone was just using them,but we take a lot of pride in our neatness.I don't see how you can say that things are in disarray.You've got no experience around here,so who are you to judge?
RON: Well,I'm glad you're sensitive to the neatness issue.I just think you need to pay attention to it,that's all.But regarding neatness,I notice that you don't dress like a plant manager.I think you're creating a substandard impression by not wearing a tie,for example.Casualness in dress can be used as an excuse for workers to come to work in really grubby attire.That may not be safe.
MIKE: Look,I don't agree with making a big separation between the managers and the employees.By dressing like people out on the shop floor,I think we eliminate a lot of barriers.Besides,I don't have the money to buy clothes that might get oil on them every day.That seems pretty picky to me.
RON: I don't want to seem picky,Mike.But I do feel strongly about the issues I've mentioned.There are some other things,though,that need to get corrected.One is the appearance of the reports you send into division headquarters.There are often mistakes,misspellings,and,I suspect,some wrong numbers.I wonder if you are paying attention to these reports.You seem to be reviewing them superficially.
MIKE: If there is one thing we have too much of,it's reports.I could spend three-quarters of my time filling out report forms and generating data for some bean counter in headquarters.We have reports coming out our ears.Why don't you give us a chance to get our work done and eliminate all this paperwork?
RON: You know as well as I do,Mike,that we need to carefully monitor our productivity,quality,and costs.You just need to get more serious about taking care of that part of your responsibility.
MIKE: Okay.I'm not going to fight about that.It's a losing battle for me.No one at headquarters will ever decrease their demand for reports.But,listen,Ron,I also have one question for you.
RON: Okay.What's that?
MIKE: Why don't you go find somebody else to pick on?
-How were principles of descriptive communication violated? What would you do differently to make the communication more descriptive?

Accepted Answer

The answer of Find Somebody Else
Ron Davis,the relatively new general...

Question 20

When part of the message is not understood (it's clear,just part is not understood),which probe is best?

Accepted Answer

A) Elaboration probe 
B) Clarification probe 
C) Repetition probe 
D) Reflective probe 
E) A probe is not best.Use a deflective response.

Exam 4: Building Relationships by Communicating Supportively

You need to turn in your expense account.This is your first one.Mary,your co-worker,has turned in over 50 in the last two years.As you explain a problem related to turning in your expense account to her,which response type would be most appropriate for Mary to use?

What is the outcome of supportive communication?

Morgan has a problem.Her date has been late the last three times to pick her up and this upsets her.Tonight her date is late again.What should she say?

A manager maintains little eye contact,interrupts subordinates,and criticizes them for feeling a certain way.He or she is displaying which type of communication?

You have just practiced descriptive communication to modify some problematic behavior.Your subordinate replies,"I have an excuse ...it is not my fault." What should you do?

Benefits associated with companies implementing a personal management interview program include increased effectiveness,improved individual accountability,department meeting efficiency,and enhanced communication flows.

Explain the types of communication that invalidate people.Describe the attributes of validating communication.Provide specific examples.

What is an important goal of counseling? To help the individual

What is the statement "I have decided to turn down your request" an example of?

You have just given a report to your boss.He says,"You have a good idea,but I'm afraid headquarters will think it is a little radical." What type of communication is this an example of?

Your co-worker remarks to you,"You are always late to meetings,how come?" Your co-worker is practicing what type of communication?

A personal management interview program is a regularly scheduled meeting between a manager and all of his or her employees.The meeting allows everyone the chance to talk together about particular issues.

What is the outcome of each meeting that is held under the personal management interview program?

When part of the message is not understood (it's clear,just part is not understood) ,which probe is best?