Deck 10: Communication and Conflict

Question 1

Stage II of the conflict process deals with:

A)cognition and personalisation of conflict.
B)interaction between group members.
C)group development.
D)conflict avoidance.

Answer 1

A

Question 2

Clarification to employees about what is to be done,how well they are doing,and what can be done to improve performance if it is subpar are examples of which function of communication?

A)emotional expression
B)control
C)motivation
D)information

Answer 2

C

Question 3

To achieve a compromising approach one needs to:

A)give up something.
B)dominate the other conflicting party.
C)value openness and trust.
D)avoid overt disagreement.

Answer 3

A

Question 4

Most formal directives issued by managers to subordinates would follow which communication direction?

A)lateral
B)downward
C)upward
D)across

Question 5

The function of communication that facilitates decision making is:

A)motivation.
B)information.
C)control.
D)emotional expression.

Question 6

The communication network is best illustrated by a self- managed team.

A)interpersonal
B)all- channel
C)circle
D)wheel

Question 7

In terms of relying on a strong leader,the most effective communication network is:

A)wheel.
B)circle.
C)"Y."
D)chain.

Question 8

Collaborating is the preferred conflict- handling orientation:

A)to build social credits for later issues.
B)to fully satisfy the concerns of all parties.
C)when an issue is trivial.
D)in emergencies.

Question 9

Mary telephones her employee,Joe,to let him know that today's meeting has been moved to one o'clock. Joe misses the one o'clock meeting since he misunderstood which meeting Mary was referring to.This misunderstanding occurred as a lack of:

A)decoding.
B)feedback.
C)encoding.
D)channels.

Question 10

conflict supports the goals of the group and improves its performance.

A)Informal
B)Dysfunctional
C)Functional
D)Formal

Question 11

Research indicates that poor is probably the most frequently cited source of interpersonal conflict.

A)motivation
B)leadership
C)communication
D)training

Question 12

The communication that is used by group leaders and managers to assign goals,point out problems that need attention,and provide job instructions is:

A)directional communication.
B)downward communication.
C)lateral communication.
D)informal communication.

Question 13

The grapevine is:

A)controlled by management.
B)perceived by most employees as being more reliable than formal communication issued by top management.
C)Rarely found in organisations.
D)usually inaccurate.

Question 14

Jennifer has come to realise that conflict has both functional,as well as dysfunctional,outcomes.She has observed examples of both in her organisation. Last month,Jennifer's department experienced constructive conflict during a meeting.Which of the following is not an outcome of this functional conflict?

A)improved quality of decisions
B)communication is retarded
C)creativity and innovation are stimulated
D)tensions are released

Question 15

Jake tells his boss only what he believes the boss wants to hear.He is engaging in:

A)feedback.
B)jargon.
C)selective perception.
D)filtering.

Question 16

Labour and management at DJ Trucking cannot agree upon a contract for the truck drivers.The drivers are threatening to strike and management knows that if a strike occurs that it will be very costly.Each side contends that they are bargaining fairly,but no agreement seems to be possible. You have decided to try to find a win- win situation.You have decided to find a way to engage in:

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

Question 17

Suggestion boxes,employee attitude surveys,and grievance procedures are examples of:

A)managerial communication.
B)horizontal communication.
C)organisational structure.
D)upward communication.

Question 18

Which of the following is not a benefit of e- mail as a communications tool?

A)They lack emotional content.
B)E- mail messages can be distributed to one person or thousands with a click of a mouse.
C)They can be read at the recipient's convenience.
D)E- mail messages can be quickly written,edited,and stored.

Question 19

As depicted in the communication process model,the sender initiates a message by:

A)choosing a channel of communication.
B)encoding a thought.
C)making contact with the receiver.
D)giving feedback to the sender.

Question 20

Mary telephones her employee,Joe,to let him know that today's meeting has been moved to one o'clock. In the communication process,Mary is:

A)the source.
B)the message.
C)the receiver.
D)the channel.

Question 21

Which of the following is not an example of upward communication?

A)informing employees of policies
B)suggestion boxes
C)grievance procedures
D)performance reports prepared by lower management for top management

Question 22

The two dimensions of conflict- handling orientations are:

A)reliability and awareness.
B)awareness and assertiveness.
C)cooperativeness and assertiveness.
D)independence and interdependence.

Question 23

occurs when the information we have to work with exceeds our processing capacity.

A)Selective processing
B)Effective communication
C)Filtering
D)Information overload

Question 24

In the five step negotiation process,which step follows the clarification and justification step?

A)bargaining and problem solving
B)definition of ground rules
C)closure and implementation
D)none of the above

Question 25

The most important criterion in determining whether conflict is functional or dysfunctional is:

A)absenteeism levels.
B)turnover rates.
C)group performance.
D)overall morale.

Question 26

The medium through which communication travels is called a:

A)feedback mechanism.
B)message.
C)channel.
D)receiver.

Question 27

Messages conveyed through facial expressions are:

A)paralinguistics.
B)kinesics.
C)rumours.
D)body language.

Question 28

The game "telephone" demonstrates the major disadvantage of oral communication when the message has to be passed through a number of people.This is:

A)potential distortion.
B)nonverbal cues.
C)language barriers.
D)static on the line.

Question 29

A common ingredient in organisations that successfully create functional conflict is that they:

A)avoid risky situations.
B)shoot the messenger.
C)reward dissent and punish conflict avoiders.
D)formally assign devil's advocates.

Question 30

Formal channels traditionally follow the within the organisation.

A)authority chain
B)grapevine
C)nonverbal messages
D)informal channels

Question 31

It seems that your work group is in conflict much of the time.One colleague has suggested that you,as the supervisor,are responsible for eliminating the conflict so that they can work harmoniously.Another colleague has suggested that conflict is good for stimulating creativity and productivity.You are unsure about whether you should try to eliminate the conflict or learn to deal with it positively. You have decided to allow the conflict to exist so long as it doesn't hinder group performance.You will try to eliminate _ conflict.

A)task
B)functional
C)dysfunctional
D)individualised

Question 32

Harriet has been assigned the task of setting up work teams for a complex software development project.Each team has different work requirements.Harriet must choose the best structure for each team,based on its specific requirements. Team A must operate very quickly to meet stringent deadlines.The quality of the final project depends highly on Team A's output,so Team A must also work very accurately.Which of the following network structures should Harriet choose for this team?

A)wheel
B)all- channel
C)informal
D)chain

Question 33

During which phase of the negotiation process do the parties exchange their initial proposals or demands?

A)clarification and justification
B)bargaining and problem- solving
C)preparation and planning
D)definition of ground rules

Question 34

Conflict is functional if it:

A)acts to dissolve common ties.
B)improves the quality of decisions.
C)provides a medium through which problems can be aired.
D)fosters an environment of self- evaluation and change.

Question 35

Computer- aided communication includes all of the following except:

A)e- mail.
B)telephone calls.
C)videoconferencing.
D)intranet links.

Question 36

Which of the following is not a drawback of written messages?

A)There is a lack of feedback.
B)There is no assurance the communication has been received.
C)They're time consuming.
D)They are more likely to be well thought- out,logical,and clear.

Question 37

Which of the following is a conflict stimulation technique?

A)authoritative command
B)bringing in outsiders
C)expansion of resources
D)compromise

Question 38

operates under the assumption that there exists one or more settlements that can create a win- win solution.

A)Integrative bargaining
B)Equal bargaining
C)Positive negotiation
D)Distributive bargaining

Question 39

Labour- management negotiations over wages exemplifies:

A)distributive bargaining.
B)integrative bargaining.
C)cost- effective bargaining.
D)third- party bargaining.

Question 40

Labour and management at DJ Trucking cannot agree upon a contract for the truck drivers.The drivers are threatening to strike and management knows that if a strike occurs that it will be very costly.Each side contends that they are bargaining fairly,but no agreement seems to be possible. Which of the following is a characteristic of distributive bargaining?

A)long- term focus
B)convergent or congruent interests
C)opposed to each other
D)I win,you win

Question 41

Filtering,selective perception,emotions,and language are all:

A)necessary for effective communication.
B)communication techniques.
C)potential barriers to effective communication.
D)none of the above.

Question 42

The initiates a message by encoding a thought.

A)feedback
B)receiver
C)source
D)channel

Question 43

is the check on how successful we have been in transferring our messages as originally intended.

A)Encode
B)Channel
C)Feedback
D)Decode

Question 44

Which one of the following might not be a functional outcome of the conflict process?

A)stimulates creativity
B)fosters environment of self- evaluation
C)avoids risk
D)relieves tensions

Question 45

Facial expressions,physical distance,and looking at your watch are all examples of:

A)verbal communication.
B)kinesics.
C)non- verbal communication.
D)informal networks.

Question 46

Formal guidelines and authority hierarchies are examples of which function of communication?

A)information
B)interaction
C)organisation
D)control

Question 47

When all communication is channelled through the supervisor,a communication network exists.

A)circle
B)directional
C)wheel
D)lateral

Question 48

In one study of the grapevine,it was found that only percent of the executives acted as liaison individuals; that is,passed the information on to more than one other person.

A)20
B)10
C)25
D)15

Question 49

The conflict- handling orientation that combines cooperation and the search for a mutually beneficial outcome is:

A)competing.
B)collaborating.
C)accommodating.
D)avoiding.

Question 50

BATNA is defined as:

A)an accommodating conflict handling style
B)felt conflict
C)the best alternative to a negotiated agreement
D)dysfunctional conflict

Question 51

If no one is aware of conflict,it is generally agreed that:

A)conflict is inevitable.
B)employee- employer relations will be good.
C)no conflict exists.
D)conflict is subversive.

Question 52

Integrative bargaining focuses relationships on:

A)the short term.
B)I win - you lose.
C)the long term.
D)resistance to bargaining.

Question 53

is when one party is willing to be self- sacrificing in order that the relationship can be maintained.

A)Competing
B)Collaborating
C)Compromising
D)Accommodating

Question 54

conflict hinders group performance.

A)Formal
B)Functional
C)Dysfunctional
D)Informal

Question 55

Zeus Industries sells satellite television systems.The senior management feels that barriers are hindering communication.Frequently,senior managers feel that their employees are telling them only what they want senior managers to hear.Some middle managers are unable to deal with the vast amount of information in this fast- changing industry.The industry has the additional problem of communicating with users of satellite systems who do not understand the specialised technical language of the industry. is likely to occur in organisations in which there is emphasis on status differences.

A)Filtering
B)Information overload
C)Defensiveness
D)Selective perception

Question 56

When a person manipulates information so that it will be seen more favourably by the receiver,he is:

A)communicating favourably.
B)using selective perception.
C)using vertical communication.
D)filtering information.

Question 57

Grapevine studies have shown that percent of employees hear about matters first via grapevine rumours.

A)60
B)75
C)65
D)50

Question 58

An example of a(n)communication network is when a checkout clerk reports to a department manager,who in turn reports to a store manager,who reports to a regional manager.

A)"Y"
B)all- channel
C)lateral
D)chain

Question 59

Zeus Industries sells satellite television systems.The senior management feels that barriers are hindering communication.Frequently,senior managers feel that their employees are telling them only what they want senior managers to hear.Some middle managers are unable to deal with the vast amount of information in this fast- changing industry.The industry has the additional problem of communicating with users of satellite systems who do not understand the specialised technical language of the industry. When the information we have to work with exceeds our processing capacity,the result is:

A)feedback.
B)defensiveness.
C)filtering.
D)information overload.

Question 60

Which is not one of the five conflict- handling intentions?

A)competing
B)avoiding
C)accommodating
D)cooperating

Question 61

is a process that begins when one party perceives that another party has negatively affected,or is about to negatively affect,something that the first party cares about.

A)Conflict
B)Power
C)Consideration
D)Politics

Question 62

Your determines the lowest value acceptable to you for a negotiated agreement.

A)BATNA
B)asking price
C)margin of error
D)bid price

Question 63

Which of the following is not a stage in the conflict process?

A)potential opposition
B)vision
C)intentions
D)cognition

Question 64

intervene(s)between people's perceptions and emotions and their overt behaviour.

A)Cognition
B)Attributions
C)Intentions
D)Intuition

Question 65

Which of the following is not a requirement in your text's definition of conflict?

A)only involves overt acts
B)opposition
C)incompatibility
D)must be perceived

Question 66

When employees are required to follow their job description or to comply with company policies,communication is performing a function.

A)information
B)control
C)emotional expression
D)motivation

Question 67

is negotiation that seeks to divide a "fixed pie."

A)BATNA
B)Integrative bargaining
C)Unethical bargaining
D)Distributive bargaining

Question 68

Which of the following is not a true statement about BATNA?

A)it determines the lowest value acceptable to an individual for a negotiated agreement.
B)BATNA is established at closure and implementation.
C)As part of your negotiating strategy,you should try to determine yours and the other side's BATNA.
D)The term stands for "best alternative to a negotiated agreement"

Question 69

The first stage of the conflict process is called:

A)behaviour.
B)potential opposition or incompatibility.
C)outcomes.
D)cognition and personalisation.

Question 70

A sender may choose to use written communication since:

A)they're tangible and verifiable.
B)both the sender and receiver have a record of the communication.
C)the message can be stored for an indefinite period of time.
D)all of the above

Question 71

Memos,letters,e- mail,fax transmissions,and organisational periodicals represent:

A)written communication.
B)formal organisational communication channels.
C)technological communication.
D)informal organisational communication channels.

Question 72

Zeus Industries sells satellite television systems.The senior management feels that barriers are hindering communication.Frequently,senior managers feel that their employees are telling them only what they want senior managers to hear.Some middle managers are unable to deal with the vast amount of information in this fast- changing industry.The industry has the additional problem of communicating with users of satellite systems who do not understand the specialised technical language of the industry. When subordinates manipulate information so that it will be seen more favourably by their managers,occurs.

A)sabotage
B)feedback
C)filtering
D)overload

Question 73

Which of the following is not a formal small- group network?

A)chain
B)wheel
C)all- channel
D)spoke

Question 74

In which stage are conflict issues defined?

A)Stage II,Cognition and personalisation
B)Stage IV,Behaviour
C)Stage I,Potential opposition
D)Stage III,Intuitions

Question 75

Translating a sender's communication message describes:

A)the channel.
B)feedback.
C)decoding.
D)the message.

Question 76

The informal communication network is called the:

A)grapevine.
B)chain.
C)all- network.
D)gossip monger.

Question 77

Com- net is a telecommunications company.Two departments within the company are sales and billing.The sales team will call existing customers to offer internet packages.However,this package quite frequently does not arrive and the customer is still billed for using internet services that they have not received. In the situation above,there is a need for greater:

A)Downward communication.
B)Upward communication.
C)Informal communication.
D)Lateral communication.

Question 78

In which stage of the conflict process does conflict become visible?

A)potential opposition or incompatibility (Stage I)
B)behaviour (Stage IV)
C)cognition and personalisation (Stage II)
D)intentions (Stage III)

Question 79

The presence of conditions that create opportunities for conflict to arise is the stage of the conflict process.

A)cognition
B)vision
C)intentions
D)potential opposition

Question 80

Attempting to find a win- win solution that allows both parties' goals to be completely achieved and seeking a conclusion that incorporates the valid insights of both parties is an example of which conflict- handling intention?

A)collaborating
B)avoiding
C)accommodating
D)competing