Upgrade to remove ads
Only $35.99/year

MGT 420 -Adaptive Practice 5

Terms in this set (100)

A sender can be described as someone who________________ an intended message.
encodes
Credible communication can be described as
a learned skill, one based on the personal powers of expertise and reference.
Which of the following would be an example of high richness?
Jack leaves a note on the microwave telling users to clean up after themselves.
Which of the following is required for successful persuasion?
credible communication
Bartholomew gave a PowerPoint presentation on safety to the department. The presentation is an example of a(n)
channel
Phil needs feedback from the legal department before going ahead with his proposed project that is time sensitive. What would you propose?
Phil should call and request a meeting to go over his proposal, then email the project to legal so they can have the feedback ready to present at the meeting.
What is a similarity between social capital and persuasive communication?
Both can be used to garner support.
___________________-messages are more powerful when verbal and nonverbal do not match.
nonverbal
Anything that interferes with the communication process is called
noise
That both contribute to achieving the desired action is a relation between
persuasive communication and perceived meaning.
Which of the following is an example of a mixed message?
John looks doubtful as he says the team did a great job.
When working with a struggling salesperson to help him be more successful, Shelley notices that the salesperson smiles often, avoids eye contact, has a firm handshake, is on time, and dresses neatly. Which characteristic is most likely causing him problems?
His lack of eye contact might be interpreted as a sign of lying.
Which best explains denotation?
The translation of a word to its literal meaning
A face-to-face meeting has
high richness.
What is nonverbal communication?
Communication that takes place through gestures, expressions and posture.
Gary trains managers in a variety of skill sets. One important lesson is to make sure a person receiving a message fully understand the intended meaning. What concept is Gary's lesson referencing?
effective communication
Rhys has been with his company a long time and considers himself a solid employee, but he is having problems with the technical aspects of a new project. When his manager discusses the performance problems and suggests that Rhys seek further training, Rhys becomes angry and vows to skip any training offered. Which term best describes Rhys' response to his manager's communication?
Defensiveness
What is feedback?
The process of telling someone how you feel about their words or actions.
Pete is angry that team member Rochelle consistently uses her phone at work to make personal calls that disrupt her co-workers. Which of the following scenarios offers constructive feedback?
Pete should give Rochelle feedback in a calm manner that is specific to the problem.
Whenever Peter is in a conversation, he tries to help the sender say what he or she really means by trying to find the full meaning of a message. What does Peter engage in?
active listening
Which of the following behaviors is most likely displayed when a person disconfirms from a difficult conversation?
Anger
The similarity between communication transparency and open book management is that they both
promote trust within the organization.
MegaCorp informs its employees about the true state of its financial affairs and product development. This situation is an example of which of the following?
communication transparency
Enhancing communication would be the result of the use of
proxemics.
Which of the following represents a supportive communication principle?
Disclose feelings in a way that builds empathy.
Which of the following would be MOST considered interpretive feedback from a manager about an employee's failure to properly label files?
"If you're failing to label these files properly, I assume you are having trouble with other tasks."
You own and operate a small business with 12 employees. What kind of social media policy would you create?
Employees should be told to use common sense, to remember that social media is public despite privacy settings, and to play nice.
Courtney complains to her supervisor that her project is being held up by slow data submissions from other departments. He is busy composing an email, so he nods his head and frowns at the news. This is an example of which of the following?
passive listening
What is a difference between active listening and passive listening?
Active listening seeks to elicit more information from the speaker, while passive listening merely seeks to receive the information given.
A listener may become defensive if a speaker uses which of the following statements?
"You realize you screwed up, don't you?"
Which of the following would be an example of proxemics?
Ashley arranges her office so she can sit next to clients instead of across from them.
Which of the following is a way that the social media revolution is a detriment in the workplace?
productivity lost due to personal use at work
Which of the following is a dimension of feedback orientation?
accountability
You know the marketing manager is a morning person; therefore, you decide to wait until tomorrow morning to ask for guidance on a current project since it is too late to work on it more today. This is an example of
social awareness.
Which conflict management style is MOST self-centered?
authoritative command
After the customer spoke about his issue, Nicole paraphrased the problem. Nicole is demonstrating the ________ step in the communication process.
reflecting
Gaetano has not yet completed his part of the project, which is now supposed to be with Kelly. What is the driver of the conflict in this situation?
task interdependency
A design team is working on the layout of a new department store, but work has stopped because the team has divided into two points of view. With the deadline for completion approaching, how should management approach this conflict?
Management should remind employees of the overarching goals of the organization and the client.
Feedback giving details about what we do well and what we can do to improve is the process of
developmental feedback.
When asked if she is ready to leave, Nicole holds up her index finger to say, "hold on," because she is on the phone. This is an example of which part of the communication process?
feedback
Which of the following tools is used to "win" a conflict?
competition
Why does too little conflict promote complacency?
There is little in opposing, differing views to encourage new thought.
Lane is worried about a meeting scheduled with his supervisor to go over his annual evaluation. Which of the following reasons might be the cause of Lane's anxiety?
Lane receives feedback only once a year.
Which of the following scenarios shows a manager to be MOST in dereliction of duty in resolving conflict between subordinates?
ignoring the conflict completely
Asking someone for additional information to elaborate or clarify something is called
probing.
The BEST way to prevent conflict from negatively affecting a project and recurring is to
resolve the conflict immediately before proceeding further.
Joyce walked away from the presentation wondering whether anyone actually heard the urgency in her message. She decided to change her presentation to make that a more important aspect in her second presentation. What element of developmental feedback does Joyce portray?
lack of feedback-seeking behavior
What is the difference between substantive conflict and emotional conflict?
Substantive conflict relates to the job, while emotional conflict relates to a person's feelings.
In times of conflict, Shane is assertive and uses authority to advance his ideas. What kind of conflict management style does Shane use?
competition
Students Cheyenne and Sierra get into arguments every day. Mrs. Bruny puts the girls in time out and tells them to stop playing with one another. Eventually, Mrs. Bruny sits down with the girls to find out why they are arguing. Once the reasons behind the arguments have been established, Mrs. Bruny helps the girls to devise a list of solutions. This is an example of
conflict resolution.
Which statement is most characteristic of collaboration?
This process transforms a difficult process into a win-win situation.
Sheila received a failing grade on her biology test Monday. She doesn't tell her parents until Friday because she fears the repercussions and believes not telling them may give her time to raise her grade. This is an example of
avoidance.
Not requiring unanimity—but requiring team members to be able to argue, debate, and engage in reasonable conflict so that everyone gains in the end—describes
problem solving.
Ariana and James are expecting their first child. Ariana wants to name the baby Nicole. James despises this name. James wants to name the baby Kylie. Ariana vetoes this choice. They decide to go with the name Leia because both are okay with that name. This is an example of
compromise.
Sheila and Raymond have worked together for nine years. Every year, at Christmas, they get into the same argument. Sheila thinks they should get a present for their boss, while Raymond believes the boss owes them a present. This situation is an example of a
conflict.
Oliver and Rachel are two VPs at MegaCorp. Each has a candidate for leader for the latest project, but each dislikes the other's candidate. Finally, both Oliver and Rachel decide on a third candidate instead. This is an example of
compromise.
A dysfunctional conflict
works to a group or organization's disadvantage.
What is a similarity between avoidance and accommodation?
Both are forms of lose-lose conflict.
Employees and management are getting together to talk about a labor contract. There are a number of issues to discuss, including retirement and health benefits, working conditions, severance, and salary. What would be the most effective conflict management strategy for management to use?
compromise
Eliminating the root causes of conflict in a way that should prevent similar conflicts in the future is characteristic of
conflict resolution.
Functional conflict is a disagreement that
results in positive benefits for the group.
Which component of conflict processes establishes the conditions from which conflict is likely to emerge?
conflict antecedents
Devin's department is ordering new nameplates for its employees' cubicles. However, Devin's employees are arguing over whether dark or light plastic nameplates would look best. What would be the most effective conflict management strategy for Devin to use?
avoidance
Ben and Tim have been assigned to the same team at Strong Hold. It is well known that Ben is a serious worker who is business-oriented at all times. Tim is a comedian at heart. He enjoys joking and laughing during the work day. What do you predict will happen between these two men and why?
Ben and Tim will engage in an emotional conflict because at some point anger, resentment, or frustration will arise between them.
Astrid's department has been having problems lately. The group has been working together for the last five years, and in that time a lot of conflicts have simmered under the surface, negatively affecting all of the group's decisions. What is Astrid's best option for resolving this problem?
Pursue a collaboration strategy.
Which scenario best illustrates a substantive conflict?
Abu and Amanda sharply disagree about the best sales strategy.
Leroy handled negotiations between his mobile technology company and the distributor that will package and sell the company's products. If he wants to know whether the negotiation was effective, on which of the following should Leroy focus?
substance and relationship goals
Reggie is negotiating with a client for a deadline extension on a project. In this case, the deadline for project completion is a___________________ goal
Substance
Who dictates a solution during negotiations?
mediators
A neutral third party acting as judge with the power to issue a decision binding for all parties is called a/an
arbitrator.
After a long week of back and forth, Rob and Sandy are tired of negotiating with each other. They both have long flights back home, yet they are resolved to leaving with an agreement. They decide to each give up something to end the meeting and get on the road. It is likely that Rob and Sandy will experience
latent dissatisfaction.
In her yearly review, Sha discussed her hopes for a promotion with her supervisor, Evelyn, after outlining her accomplishments and vision for the department. Afterward, Sha felt that Evelyn agreed with her and would promote her, but Evelyn's assistant said Evelyn thinks Sha wants to take her job and no longer trusts Sha. What should Sha do? If she decides to withdraw her request for a promotion, what would likely be the reason?
Sha should withdraw her request after weighing the substance goal of a promotion against the relationship goal of Evelyn's trust, because it is better for her working relationship to put off the promotion for now.
What is a difference between hard bargaining and soft bargaining?
Hard bargaining leads to competition. Soft bargaining leads to accommodation or compromise.
The manager negotiates with one other person in
two-party negotiation.
Radio, Inc., is interested in acquiring stations in new markets, but wants to have a plan for negotiating with the owners of existing stations. One problem is that many of the stations are owned by Owner Co., who prefers to negotiate each sale individually. The company approaches you for help. What do you recommend?
Radio, Inc. should work to ensure that the sale price and conditions of sale for each station are reasonable, but negotiations should focus on how well Radio, Inc., and Owner Co. work once each negotiation is over. This will foster good relations between the company and increase the likelihood of additional sales.
After a long week of back and forth, Rob and Sandy are tired of negotiating with each other. They both have long flights back home, yet they are resolved to leaving with an agreement. They decide to each give up something to end the meeting and get on the road. Rob and Sandy are engaging in
soft bargaining.
Antelope, Inc., is in negotiation to supply software to Cola Com on a national scale. Antelope, Inc., agrees to accept a dollar less per unit from Cola Com than planned because they want to continue to do business with Cola Com. Why did Antelope, Inc., shift their priority?
Antelope, Inc., initially focused on the substance goal of the price, but they shifted to consider the relationship goal of the negotiation as well, to sustain the two companies' ongoing future business.
Fredrick is negotiating his new salary. This is his first promotion at the company, and from what he's heard they don't give large pay increases. Before he starts bargaining, what should he figure out?
reservation points
Britt is a furniture designer who contracts with a chain of furniture stores to purchase her designs. After a month of going nowhere in negotiation, both Britt and the furniture chain hired representatives to bargain on their behalf. The setting for negotiation has changed to__________________________ negotiation
constituency
Despite Penny telling George that she was willing to look at a possible restructuring of her position, George insists she won't negotiate. George is most likely experiencing
a hearing problem.
Martin owns a pet store that purchases food for the animals from Animal Food, Inc. In negotiating a contract for more food, Martin wants to be sure relationship goals are met, so that
Animal Food, Inc., will continue to do business with him.
What's the difference between the size of the pie in integrative negotiation and distributive negotiation?
In integrative negotiation the size of the available pie is variable, and in distributive negotiation the size of the available pie is fixed.
Herbert manages a solar panel manufacturer. He recently began negotiations to reach an agreement on working conditions with the factory union. The workers are not satisfied with the current deal, and Herbert can afford improvements to address their concerns. If Herbert is interested in harmony between the company and workers, what should he do?
Herbert should focus on the relationship goals of the negotiations, and agree to make improvements that will foster good interpersonal relations after the negotiations have finished.
What is a major difference between the classical decision model and behavioral decision model?
In the classical decision model, rational people act in a world of certainty, and in the behavioral decision model, people operate with bounded rationality.
In which decision environment are all possible action alternatives known and their foreseeable consequences are clear?
classical decision environment
What output do systematic thinking and the classical decision model typically have in common?
the best decisions
Abner is a seasoned CEO who has managed to make a name for himself and the companies he has led by thinking outside the box. Many times in his career, he has challenged conventional wisdom by making a company move that seemed unorthodox, and then paid off. From this description, which kind of thinking does Abner employ?
intuitive
What is intuition?
the ability to know or recognize the possibilities of a given situation quickly and readily
Managers will act differently in an uncertain environment than in a more secure environment. Which of the following is most important for a manager to be able to do in an uncertain environment?
think intuitively
Susan manages developers at a software company. They use the classical model during decision making due to the exactness required to make a program function properly. Susan wants to make sure that their new mobile banking app will be well-received and is not too difficult to use. What's the best next step Susan could take to ensure the program's success?
Susan should hire some intuitive thinkers to test the program and record their reactions.
Carmen has been faced with a difficult decision. She is currently working to determine the size of the problem to make sure it deserves her time and attention. Which question related to decision making is this an example of, and why?
This is an example of determining what really matters, because small and less significant problems should not get the same time and attention as big ones.
Andrew is a star who has risen quickly through the ranks and is now the youngest executive at the company. In earlier positions, Andrew made decisions having most of the facts and knowing all the alternatives. In his new role he is finding that this is no longer the case. To be a successful executive, he will need to
develop his intuition.
A position has opened up at Seth's company that requires a lot of research and fact-finding. Which type of decision maker should Seth hire?
behavioral
Pierre, an outside consultant, recommends that his customers break a problem into smaller components. This is a sign that Pierre is a(n)
systematic thinker.
What do the systematic thinking and the classical decision models have in common?
Both lead to the best decisions.
Wayne is trying to decide which jobs he should apply for. He has made a list of his qualifications, his likes and dislikes, and his preferred fringe benefits. He also has access to several career opportunity sites online and a job placement service. What is the BEST step for Wayne to engage in next? Why?
Wayne should analyze the different job opportunities available, because he has already defined his goals for a job and analyzing options is the next logical step.
What is the definition of decision making?
The process of choosing a course of action for dealing with a problem or opportunity.
Winnie is a manager of a team that has developed a mobile phone app for a restaurant chain. She and her team used the classical model for decision making to make the app function correctly. Winnie now wants to make sure that the new app will be well-received and is not too difficult to use. What should Winnie do next?
Winnie should hire some intuitive thinkers to test the program and record their reactions.
Philip is a consultant, and he is making the recommendation that his current client break a large, company-wide problem into smaller components. What does this indicate about Philip?
He is a systematic thinker.
Which decision model views decision makers as acting only in terms of what they perceive about a given situation?
...
Other sets by this creator