Ch18 Communication and Collaboration Verified Test Bank

Chapter 18: Communication and Collaboration

True/False

1. Whereas social capital is basically what you know, intellectual capital comes from the people you know and how well you relate to them.

Learning Objective: 18.1

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. Planning is accomplished and plans are shared through the communication of information.

Learning Objective: 18.1

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Controlling relies on organizing to process information to measure performance results.

Learning Objective: 18.1

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. An effective communication is always efficient.

Learning Objective: 18.1

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. To build credibility through expertise, you must be knowledgeable about the issue in question or have a successful track record in dealing with similar issues in the past.

Learning Objective: 18.1

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. Due to information filtering, the higher levels get biased and inaccurate information from below and end up making bad decisions.

Learning Objective: 18.1

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Cultural etiquette is the use of appropriate manners, language, and behaviors when interacting with persons from other cultures.

Learning Objective: 18.1

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. A visitor dropping in during the middle of a meeting is an example of a distraction that can interfere with the effectiveness of communication.

Learning Objective: 18.1

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. Ethnocentrism refers to favoritism shown to relatives or close friends by those in power (as by giving them jobs).

Learning Objective: 18.1

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. A lack of communication transparency is evident when managers try to hide information and restrict access to it by organizational members.

Learning Objective: 18.2

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. Passive listening involves being sincere and trying to find out the full meaning of what is being said.

Learning Objective: 18.2

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. An active listener must never paraphrase and restate to the source what he thinks he is hearing.

Learning Objective: 18.2

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. Feedback is useful and constructive as long as it satisfies some personal need of the sender.

Learning Objective: 18.2

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. The distance between people conveys varying intentions in terms of intimacy, openness, and status in interpersonal communications.

Learning Objective: 18.2

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. The physical layout of an office or room is a form of nonverbal communication.

Learning Objective: 18.2

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Substantive conflicts result from feelings of anger, distrust, dislike, fear, and resentment, as well as from personality clashes and relationship problems.

Learning Objective: 18.3

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Too little conflict promotes complacency.

Learning Objective: 18.3

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Unless a conflict is fully resolved, it may remain latent only to emerge again in the future.

Learning Objective: 18.3

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. People tend to respond to interpersonal conflict only through assertive behavior.

Learning Objective: 18.3

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. The compromise style of conflict management pretends that conflict doesn’t really exist.

Learning Objective: 18.3

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Not all conflict can be resolved at the interpersonal level.

Learning Objective: 18.3

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Changing reward systems is a way of reinforcing teamwork and reducing the tendencies of team members to compete with one another.

Learning Objective: 18.3

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Negotiation is the process of making joint decisions when the parties involved have similar preferences.

Learning Objective: 18.4

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Substance goals are tied to the ways people work together while negotiating and how they will be able to work together again in the future.

Learning Objective: 18.4

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Relationship goals are concerned with negotiation processes.

Learning Objective: 18.4

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. No one should lose in a principled negotiation, and positive relationships should be maintained in the process.

Learning Objective: 18.4

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Until the other party’s reservation point is known and each party realizes that a positive bargaining zone exists, it is difficult to negotiate effectively.

Learning Objective: 18.4

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. The “telling” error occurs when the parties to a negotiation fail to listen well enough to understand what the others are saying.

Learning Objective: 18.4

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. A negotiator from a low-context culture is used to getting information through direct questions and answers.

Learning Objective: 18.4

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Mediation usually includes a formal hearing in which the mediator listens to both sides and reviews all facets of the case before issuing a ruling.

Learning Objective: 18.4

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. The process of alternative dispute resolution utilizes mediation or arbitration, but does so only after direct attempts to negotiate agreements between the conflicting parties have failed.

Learning Objective: 18.4

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

Multiple Choice

1. _____ is the capacity to attract support and help from others in order to get things done.
2. Intellectual capital
3. Operating capital
4. Social capital
5. Risk capital
6. Venture capital

Learning Objective: 18.1

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Which of the following is a difference between intellectual capital and social capital?
   1. When screening candidates for university internships and first jobs, recruiters give high priority to social capital, but not to intellectual capital.
   2. Social capital is your ability to connect with others, whereas intellectual capital is your ability to move information to and from others.
   3. Whereas intellectual capital is basically what you know, social capital comes from the people you know and how well you relate to them.
   4. Capital available for the operations of a firm is called intellectual capital, whereas capital available for investment in new or speculative enterprises is called social capital.
   5. Social capital is a non-monetary measure, whereas intellectual capital is a monetary measure.

Learning Objective: 18.1

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. _____ is the process of sending and receiving symbols with meanings attached to them.
   1. Propagation
   2. Collaboration
   3. Articulation
   4. Cohesion
   5. Communication

Learning Objective: 18.1

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Communication is the glue that binds together the four functions of planning, organizing, leading, and _____.
   1. administering
   2. controlling
   3. coordinating
   4. processing
   5. ordering

Learning Objective: 18.1

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Effective communication occurs when _____.
2. the sender’s message is fully understood by the receiver
3. minimum costs are expended in terms of resources
4. the manager is connected with others
5. everyone is aware of their immediate environment
6. a message is supported by everyone

Learning Objective: 18.1

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. Efficient communication occurs when _____.
2. the manager is connected with others
3. the sender’s message is fully understood by the receiver
4. the message is credible
5. a message is supported by everyone
6. minimum costs are expended in terms of resources

Learning Objective: 18.1

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. _____ presents a message in a manner that causes the other person to support it.
   1. Information filtering
   2. Scientific management
   3. Ethnocentrism
   4. Active listening
   5. Persuasive communication

Learning Objective: 18.1

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. _____ is that which is based on trust, respect, and integrity in the eyes of others.
   1. Active listening
   2. Scientific management
   3. Ethnocentrism
   4. Credible communication
   5. Information filtering

Learning Objective: 18.1

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. ____ is the use of appropriate manners, language, and behaviors when interacting with persons from other cultures.
   1. Active listening
   2. Credible communication
   3. Cultural etiquette
   4. Ethnocentrism
   5. Information filtering

Learning Objective: 18.1

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Mark, a manager at APZI Inc., wants to be consistently persuasive when communicating with his team members. To build credibility, Mark must:
2. make sure that the rewards for compliance are clear.
3. hire similar minded people.
4. communicate his decision-making authority to his team.
5. be knowledgeable about the issue in question.
6. have team members with strong technical skills.

Learning Objective: 18.1

Difficulty: Hard

AACSB: Application of knowledge

Bloom’s Taxonomy: Application

1. _____ refers to anything that interferes with the effectiveness of communication.
   1. Deviation
   2. Fluctuation
   3. Noise
   4. Obscurity
   5. Haphazardness

Learning Objective: 18.1

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. _____ is the intentional distortion of information to make it appear most favorable to the recipient.
   1. Communication breakdown
   2. Information filtering
   3. Persuasive communication
   4. Exaggerated communication
   5. Noise

Learning Objective: 18.1

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. A(n) _____ is the pathway or medium through which a message is conveyed from sender to receiver.
   1. communication channel
   2. information filter
   3. communication censor
   4. information decoder
   5. information bank

Learning Objective: 18.1

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. _____ are most suitable for simple messages that are easy to convey and for those that require extensive dissemination quickly.
   1. Written channels
   2. Spoken channels
   3. Information filters
   4. Nonverbal communications
   5. Mixed messages

Learning Objective: 18.1

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Which of the following is a written channel of communication?
   1. Face-to-face meeting
   2. Virtual meeting
   3. Conference
   4. E-mail
   5. Seminar

Learning Objective: 18.1

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. Which of the following is a spoken channel of communication?
   1. Memo
   2. Face-to-face meeting
   3. E-mail
   4. Post-it
   5. Text messages

Learning Objective: 18.1

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. Which of the following statements is true of communication channels?
   1. Face-to-face meetings are most acceptable for simple messages that are easy to convey.
   2. A simple e-mail works best for messages that are complex and difficult to convey.
   3. Where immediate feedback to the sender is valuable, written channels should be used.
   4. Spoken channels are less personal and less likely to be perceived as supportive.
   5. Written channels are useful when it is important to document information or directives.

Learning Objective: 18.1

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. When Jeremy, a manager at Kwiksorb Corp., sets up a virtual meeting to send a complex message that is better delivered face-to-face, the communication process suffers from _____.
2. poor proxemics
3. a poor choice of communication channels
4. substantive conflict
5. information overload
6. failure to recognize nonverbal signals

Learning Objective: 18.1

Difficulty: Hard

AACSB: Application of knowledge

Bloom’s Taxonomy: Application

1. _____ takes place through gestures and body language.
   1. Credible communication
   2. Information filtering
   3. Active listening
   4. Nonverbal communication
   5. Communication transparency

Learning Objective: 18.1

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. When words communicate one message while actions, body language, or appearance communicate something else it results in a(n) _____.
   1. information filtering
   2. mixed message
   3. persuasive communication
   4. prevarication
   5. substantive conflict

Learning Objective: 18.1

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. The manager at your firm while verbally expressing a statement of probable truth simultaneously fidgets and avoids eye contact with you. This conveys a(n) _____.
   1. transparent communication
   2. mixed message
   3. poor oral expression
   4. poor choice of communication channel
   5. exaggerated communication

Learning Objective: 18.1

Difficulty: Hard

AACSB: Application of knowledge

Bloom’s Taxonomy: Application

1. Which of the following is an example of physical distractions in communication?
   1. Mixed messages
   2. Lack of privacy
   3. Loss of meaning through translation
   4. Language barrier
   5. Information filtering

Learning Objective: 18.1

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. _____ is the tendency to consider one’s culture superior to any and all others.
   1. Anthropocentrism
   2. Geocentrism
   3. Ethnocentrism
   4. Polycentrism
   5. Nepotism

Learning Objective: 18.1

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. James, a citizen of Country A, joins a firm in Country B. He soon learns that a particular hand gesture commonly used at home is offensive to the natives of Country B. Yet, he continues to use these gestures because he does not have much regard for Country B’s culture. This can be regarded as an example of _____.
2. passive listening
3. ethnocentrism
4. persuasive speaking
5. active listening
6. polycentrism

Learning Objective: 18.1

Difficulty: Hard

AACSB: Application of knowledge

Bloom’s Taxonomy: Application

1. _____ involves being honest in sharing accurate and complete information about the organization and workplace affairs.
   1. Communication transparency
   2. Information filtering
   3. Ethnocentrism
   4. Proxemics
   5. Distributive negotiation

Learning Objective: 18.2

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Which of the following is an example of high communication transparency?
   1. A manager who intentionally distorts information to make it appear more favorable to his subordinates
   2. A manager whose words communicate one message while his gestures communicate something else
   3. A manager who sets aside adequate time and privacy for a meeting without interruptions
   4. A manager who openly distributes the company financial information throughout the organization
   5. A manager who uses electronic channels to convey messages that are complex

Learning Objective: 18.2

Difficulty: Hard

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. The term _____ describes a form of communication transparency where employees are provided with essential financial information about their companies.
   1. heralded management
   2. publicized management
   3. open book management
   4. cautious management
   5. provident management

Learning Objective: 18.2

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Neehara is an executive at a consulting firm. While in office, she likes browsing the web and using social networking sites. Which of the following statements is most likely to be true in this scenario?
   1. She can continue browsing the sites as she has electronic privacy by default.
   2. She will not be in any trouble as her employer cannot monitor her Internet usage.
   3. She can continue browsing the sites as they are not illegal.
   4. She should continue browsing the sites if her co-workers are also doing the same.
   5. She should find out the Internet usage policy of her employer and follow it.

Learning Objective: 18.2

Difficulty: Hard

AACSB: Application of knowledge

Bloom’s Taxonomy: Application

1. _____ are a norm in social networks; they are viewed as ____ in work settings.
   1. Emoticons; appropriate
   2. Emoticons; inappropriate
   3. Ethnocentrics; appropriate
   4. Ethnocentrics; inappropriate

Learning Objective: 18.2

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. _____ is the process of helping the source of a message say what he or she really means.
2. Communication transparency
3. Information filtering
4. Active listening
5. Proxemics
6. Open book management

Learning Objective: 18.2

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Mark asks his colleague Steve, “Don’t you think politicians should be elected solely based on merits?” Steve responds, “It seems to you that they should, I take it?” This is an example of _____.
2. communication transparency
3. active listening
4. a mixed message
5. information filtering
6. communication noise

Learning Objective: 18.2

Difficulty: Moderate

AACSB: Application of knowledge

Bloom’s Taxonomy: Application

1. Which of the following would most likely be the response of an active listener?
   1. “I don’t think you are right.”
   2. “You are not allowed to make such accusations.”
   3. “You are displeased with the management’s decision, aren’t you?”
   4. “May the best candidate be promoted!”
   5. “I’m not very sure you would be the suitable candidate.”

Learning Objective: 18.2

Difficulty: Hard

AACSB: Application of knowledge

Bloom’s Taxonomy: Application

1. _____ involves being sincere and trying to find out the full meaning of what is being said.
2. Information overloading
3. Communication filtering
4. Active listening
5. Passive listening
6. Information filtering

Learning Objective: 18.2

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. The process of telling other people how you feel about something they did or said, or about the situation in general, is called _____.
   1. mixed messaging
   2. feedback
   3. compromising
   4. collaboration
   5. active speaking

Learning Objective: 18.2

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Which of the following is an example of an evaluative feedback?
2. “You never complete your projects on time and always come to office late.”
3. “You were 40 minutes late for today’s meeting and missed a lot of the context of our discussion.”
4. “You missed the deadline for the first time; you need to let me know if you need help.”
5. “You are working on too many projects, you should delegate some work to others.”
6. “You’re coming late to meetings; you might be spreading yourself too thin and have trouble meeting your obligations.”

Learning Objective: 18.2

Difficulty: Hard

AACSB: Application of knowledge

Bloom’s Taxonomy: Application

1. Which of the following is an example of a descriptive feedback?
   1. “You are unreliable and always late for everything.”
   2. “You were 20 minutes late for the training session and missed a lot of important points we discussed.”
   3. “You missed another deadline today.”
   4. “You are working on too many projects, you should delegate some work to others.”
   5. “You’re coming late to meetings; you might be spreading yourself too thin and have trouble meeting your obligations.”

Learning Objective: 18.2

Difficulty: Hard

AACSB: Application of knowledge

Bloom’s Taxonomy: Application

1. Which of the following guidelines should be followed while giving constructive feedback?
   1. Feedback should be given indirectly with the help of a middleman.
   2. Feedback should be general and not specific.
   3. Feedback should be elaborate and long.
   4. Feedback should be given on all things the receiver can or cannot be expected to do.
   5. Feedback should be given at a time when the receiver seems most willing to accept it.

Learning Objective: 18.2

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. _____ is the study of how we use space in communication.
   1. Anthropology
   2. Civics
   3. Proxemics
   4. Demography
   5. Ecology

Learning Objective: 18.2

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. A manager removes the door of his office and rearranges the furniture so that his entire team can interact with him. This implies that the manager understands the importance of _____ in communication.
2. verbal messages
3. space
4. written rules
5. time
6. information filtering

Learning Objective: 18.2

Difficulty: Hard

AACSB: Application of knowledge

Bloom’s Taxonomy: Application

1. _____ is a disagreement over issues of substance and/or an emotional antagonism.
   1. Noise
   2. Encounter
   3. Negotiation
   4. Eustress
   5. Conflict

Learning Objective: 18.3

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. _____ involves disagreements over goals, resources, rewards, policies, procedures, and job assignments.
   1. Substantive conflict
   2. Emotional conflict
   3. Rebellion
   4. Structural conflict
   5. Dysfunctional conflict

Learning Objective: 18.3

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Emotional conflicts result from _____.
   1. disagreement over policies and procedures
   2. disagreement over distribution of rewards
   3. personality clashes
   4. clash over allocation of resources
   5. disagreements over goals

Learning Objective: 18.3

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. _____ conflict is constructive and helps task performance.
   1. Substantive
   2. Emotional
   3. Functional
   4. Structural
   5. Dysfunctional

Learning Objective: 18.3

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. If a team has functional conflicts, this means they _____.
   1. avoid disagreements
   2. engage in groupthink
   3. disagree to the benefit of the entire team
   4. are complacent toward reaching the goal
   5. disagree over the need for co-worker relationships

Learning Objective: 18.3

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. Which of the following statements is true of managing conflicts?
   1. When managed well, conflicts can stimulate creativity.
   2. Conflicts always result in low performance.
   3. Substantive conflicts can be addressed by handling personality issues.
   4. Emotional conflicts do not cause difficulties in organizations.
   5. Too much conflict leads to groupthink.

Learning Objective: 18.3

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. Which of the following statements is true of conflict?
2. Positive performance results from very little conflict.
3. Moderate levels of conflict are constructive.
4. Functional conflict leads to negative performance.
5. Absent of conflict leads to higher creativity.
6. Dysfunctional conflict leads to positive performance.

Learning Objective: 18.3

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. _____ conflict harms performance, relationships, and even individual well-being.
   1. Dysfunctional
   2. Functional
   3. Moderate
   4. Cooperative
   5. Constructive

Learning Objective: 18.3

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. _____ in the form of unclear job expectations and other task uncertainties increase the likelihood for people to work at cross-purposes.
   1. Task interdependencies
   2. Role ambiguities
   3. Competing objectives
   4. Structural differentiations
   5. Resource scarcities

Learning Objective: 18.3

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. _____ breed conflict when people depend on others to perform well in order to perform well themselves.
   1. Task interdependencies
   2. Role ambiguities
   3. Competing objectives
   4. Structural differentiations
   5. Resource scarcities

Learning Objective: 18.3

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. _____ result when goals are poorly set or reward systems are poorly designed, and individuals and groups come into conflict by working to one another’s disadvantage.
   1. Task interdependencies
   2. Role ambiguities
   3. Competing objectives
   4. Structural differentiations
   5. Resource scarcities

Learning Objective: 18.3

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. _____ is the desire to satisfy another party’s needs and concerns.
   1. Ethnocentrism
   2. Egocentricity
   3. Cooperativeness
   4. Individuality
   5. Assertiveness

Learning Objective: 18.3

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. _____ is the desire to satisfy one’s own needs and concerns.
   1. Altruism
   2. Cooperativeness
   3. Accommodation
   4. Earnestness
   5. Assertiveness

Learning Objective: 18.3

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. _____ means being uncooperative and unassertive in approaching conflict by staying on a neutral position.
   1. Competition
   2. Accommodation
   3. Avoidance
   4. Compromise
   5. Collaboration

Learning Objective: 18.3

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. _____ means being cooperative but unassertive, letting the wishes of others rule, smoothing over or overlooking differences to maintain harmony.
   1. Accommodation
   2. Avoidance
   3. Competition
   4. Compromise
   5. Collaboration

Learning Objective: 18.3

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Which of the following statements is true of the accommodating style of conflict management?
   1. It pretends that conflict doesn’t really exist.
   2. Everyone withdraws from the conflict and hopes it will simply go away.
   3. It leads to a win-win situation.
   4. It plays down differences and highlights areas of agreement.
   5. One party wins because superior skill allows his or her desires to be forced on the other.

Learning Objective: 18.3

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. In the authoritative command approach of conflict management, managers _____.
   1. pretend that a conflict doesn’t really exist
   2. play down differences and highlight similarities to reduce conflict
   3. make each party give up something of value to the other
   4. make the parties work through conflict differences and solving problems so everyone wins
   5. use force, superior skill, or domination to “win” a conflict

Learning Objective: 18.3

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: comprehension

1. Ross, a manager at Cyberdawn Inc., always looks for solutions where each party in a conflict wins an equal bit and loses an equal bit. Ross follows the _____ approach to conflict management.
   1. collaboration
   2. avoidance
   3. competition
   4. compromise
   5. accommodation

Learning Objective: 18.3

Difficulty: Hard

AACSB: Application of knowledge

Bloom’s Taxonomy: Application

1. A manager who is cooperative and assertive, and is trying to fully satisfy everyone’s concerns by working through their differences, is an adherent of the _____ approach to conflict management.
   1. competition
   2. compromise
   3. collaboration
   4. avoidance
   5. accommodation

Learning Objective: 18.3

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. Which of the following conflict management approaches often create lose–lose conflict?
   1. Competing and compromising
   2. Avoiding and accommodating
   3. Competing and collaborating
   4. Authoritative command and compromising
   5. Collaborating and compromising

Learning Objective: 18.3

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. _____ involves working through conflict differences and solving problems so everyone wins.
2. Compromise
3. Competition
4. Smoothing
5. Avoiding
6. Collaboration

Learning Objective: 18.3

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. _____ and _____ styles tend to create win–lose conflict where each party strives to gain at the other’s expense.
   1. Withdrawing; collaborating
   2. Avoiding; accommodating
   3. Smoothing; collaborating
   4. Competing; compromising
   5. Collaborating; accommodating

Learning Objective: 18.3

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. When personalities and emotions prove irreconcilable, the _____ approach is often helpful.
2. avoidance
3. structural
4. collaboration
5. accommodation
6. smoothing

Learning Objective: 18.3

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. What is the structural solution to managing conflict when people just can’t seem to appreciate one another’s points of view?
   1. Appealing to higher-level goals
   2. Making more resources available to everyone
   3. Altering the physical environment
   4. Changing reward systems
   5. Using integrating devices

Learning Objective: 18.3

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. Which of the following is an integrating device used to help manage conflicts between groups?
   1. Transferring one or more of the conflicting parties
   2. Rearranging facilities, work space, or workflows
   3. Changing reward systems
   4. Making more resources available to everyone
   5. Setting up cross-functional teams

Learning Objective: 18.3

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. _____ is the process of making joint decisions when the parties involved have different preferences.
   1. Recommendation
   2. Negotiation
   3. Conferencing
   4. Proposition
   5. Integration

Learning Objective: 18.4

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Substance goals are _____.
   1. not concerned with negotiation outcomes
   2. tied to content issues
   3. concerned with negotiation processes
   4. tied to the way people work together while negotiating
   5. tied to employees’ performance issues in the future

Learning Objective: 18.4

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Relationship goals are _____.
   1. not concerned with negotiation outcomes
   2. tied to content issues
   3. concerned with negotiation processes
   4. tied to the way people work together after negotiating
   5. tied to employees’ performance issues in the future

Learning Objective: 18.4

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Which of the following is one of the criteria of an effective negotiation?
2. Harmony
3. Timeliness
4. Authority
5. Validity
6. Credibility

Learning Objective: 18.4

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. _____ focuses on win–lose claims made by each party for certain preferred outcomes.
   1. Distributive negotiation
   2. Integrative negotiation
   3. Principled negotiation
   4. Collaborative negotiation
   5. Substantive negotiation

Learning Objective: 18.4

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. The goal of _____ is to achieve a final agreement based on the merits of each party’s claims.
   1. accommodating negotiation
   2. distributive negotiation
   3. principled negotiation
   4. authoritative command negotiation
   5. compromise negotiation

Learning Objective: 18.4

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Which of the following is one of the pathways or rules for gaining integrated agreements as set forth by Roger Fisher and William Ury in their book Getting to Yes?
   1. A win–lose orientation for certain preferred outcomes should be used.
   2. The problem and the people should not be separated.
   3. Relationships should get sacrificed to facilitate negotiations.
   4. Results should be based on some objective standard to gain integrated agreements.
   5. Focus should be on positions, not on interests to gain integrated agreements.

Learning Objective: 18.4

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. _____ in a negotiation is defined as the space between one party’s minimum reservation point and the other party’s maximum reservation point.
   1. Proxemics
   2. The arena of indifference
   3. Glass ceiling
   4. Mixed message space
   5. The bargaining zone

Learning Objective: 18.4

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. The myth of the “fixed pie” in negotiations refers to the _____.
   1. overconfidence of a party by ignoring the other party’s needs
   2. assumption that in order for you to gain the other person must give something up
   3. error that occurs when parties don’t really make themselves understood to each other
   4. error that occurs when parties fail to listen well enough to understand what each other is saying
   5. error that occurs when a negotiator is too quick to assume that he or she understands well the negotiator from a different culture

Learning Objective: 18.4

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. Which of the following statements is true of the role of culture in negotiations?
   1. Negotiators from a high-context culture are used to getting information through direct questions and answers.
   2. Negotiators from a low-context culture tend to communicate indirectly.
   3. Negotiators from a low-context culture tend to use nondeclarative language.
   4. Negotiators from a low-context culture tend to use nonverbal signals.
   5. Negotiators from a high-context culture avoid hard-and-fast position statements.

Learning Objective: 18.4

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. _____ involves a neutral third party who tries to improve communication between negotiating parties and keep them focused on relevant issues.
   1. Collective bargaining
   2. Mediation
   3. Avoidance
   4. Bargaining
   5. Structural negotiation

Learning Objective: 18.4

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. A(n) _____ is a neutral third party who issues a binding decision to resolve a dispute.
   1. mediator
   2. bargainer
   3. arbitrator
   4. avoider
   5. accommodator

Learning Objective: 18.4

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. The process of _____ utilizes mediation or arbitration, but does so only after direct attempts to negotiate agreements between the conflicting parties have failed.
   1. bargaining
   2. integrative negotiation
   3. structural negotiation
   4. collective bargaining
   5. alternative dispute resolution

Learning Objective: 18.4

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. A designated _____ listens to complaints and disputes, and often plays a key role in the alternative dispute resolution process.
   1. compromiser
   2. bargainer
   3. ombudsperson
   4. advocate
   5. accommodator

Learning Objective: 18.4

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Kyle, a young college student, wanted a motorcycle. He talked to his parents and convinced them that it would only do him good. Next day, his father took him to a motorcycle dealer. Which of the following terms would best describe Kyle’s communication?
   1. Persuasive
   2. Credible
   3. Polycentric
   4. Noisy
   5. Ethnocentric

Learning Objective: 18.1

Difficulty: Moderate

AACSB: Application of knowledge

Bloom’s Taxonomy: Application

1. While Leroy said he understood the terms of the agreement, he had a quizzical look on his face. Which of the following barriers to communication does this exemplify?
   1. Physical distraction
   2. Mixed message
   3. External locus of control
   4. Poor choice of channel
   5. Information filtering

Learning Objective: 18.1

Difficulty: Moderate

AACSB: Application of knowledge

Bloom’s Taxonomy: Application

1. Sam said, “I think Julia would have done much better if she had used some basic colors for the interiors.” This will be best example of which of the following?
   1. Active listening
   2. Grapevine
   3. Feedback
   4. Communication transparency
   5. Proxemics

Learning Objective: 18.2

Difficulty: Moderate

AACSB: Application of knowledge

Bloom’s Taxonomy: Application

1. ZebraTech is an IT company that provides information to its employees about the earnings of the company, its profits, expenses, etc. on a regular basis. In this scenario, the company can be said to follow which of the following styles of management?
   1. Heralded management
   2. Publicized management
   3. Open book management
   4. Cautious management
   5. Provident management

Learning Objective: 18.2

Difficulty: Moderate

AACSB: Application of knowledge

Bloom’s Taxonomy: Application

1. Priya is a very efficient manager and is very popular with her team members. Whenever her team members talk to her, she tries to properly understand the content of their message, tries to identify their feelings, and looks for signs that can help her to interpret their message. In this scenario, Priya is involved in the process of:
   1. communication transparency.
   2. information filtering.
   3. active listening.
   4. proxemics.
   5. open book management.

Learning Objective: 18.2

Difficulty: Moderate

AACSB: Application of knowledge

Bloom’s Taxonomy: Application

1. Salma, the operations manager, and Chang, the human resource manager, argue over the allocation of targets, objectives, and resources among the leaders of different teams in their firm. Salma and Chang are likely to be involved in a(n) _____.
   1. emotional conflict
   2. functional conflict
   3. dysfunctional conflict
   4. lose-lose conflict
   5. substantive conflict

Learning Objective: 18.3

Difficulty: Moderate

AACSB: Application of knowledge

Bloom’s Taxonomy: Application

1. Maria is very angry with Da Chun, her boss, because Da Chun would not approve her leave request. Maria dislikes Da Chun and often gets into arguments with her. In this scenario, Maria and Da Chun are likely to be involved in a(n) _____.
   1. emotional conflict
   2. functional conflict
   3. dysfunctional conflict
   4. lose-lose conflict
   5. substantive conflict

Learning Objective: 18.3

Difficulty: Moderate

AACSB: Application of knowledge

Bloom’s Taxonomy: Application

1. During a negotiation session Sam thought, “This doesn’t seem right. If he is getting so much out of it, then surely I must be dropping something off.” Which of the following common negotiation pitfalls is illustrated in this statement?
   1. Nonrational escalation of conflict
   2. Overconfidence
   3. Premature cultural comfort
   4. The myth of the “fixed pie”
   5. Trap of ethical misconduct

Learning Objective: 18.4

Difficulty: Moderate

AACSB: Application of knowledge

Bloom’s Taxonomy: Application

1. The employees of a garment factory and its top managers get involved in a negotiation about the wages of the employees. They thoroughly examine each other’s claims and come to a mutually beneficial arrangement. As per this arrangement, the employees are given a salary hike of 30 %, while they increase their productivity by 10 % thus benefiting the factory. Identify the type of negotiation in this scenario from the following.
   1. Accommodating negotiation
   2. Distributive negotiation
   3. Principled negotiation
   4. Authoritative command negotiation
   5. Compromise negotiation

Learning Objective: 18.4

Difficulty: Hard

AACSB: Application of knowledge

Bloom’s Taxonomy: Application

Essay

1. Describe persuasive and credible communication. Illustrate how you can build credibility in communication through expertise and relationships.

Credible communication is that which is based on trust, respect, and integrity in the eyes of others.

Managers must build credibility for persuasive communication through expertise and relationships.

To build credibility through expertise, you must be knowledgeable about the issue in question or have a successful track record in dealing with similar issues in the past. In a hiring situation where you are trying to persuade team members to select candidate A rather than B, for example, you must be able to defend your reasons. And it will always be better if your past recommendations turned out to be good ones.

To build credibility through relationships, you must have a good working relationship with the person to be persuaded. And it is always easier to get someone to do what you want if that person likes you. In a hiring situation where you want to persuade your boss to provide a special bonus package to attract top job candidates, for example, having a good relationship with your boss can add credibility to your request.

Learning Objective: 18.1

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. Describe the different sources of noise that interfere with the effectiveness of the communication process.
2. Information filtering: It is the intentional distortion of information to make it appear most favorable to the recipient. The problem with information filtering is someone telling the boss what they think he or she wants to hear. Whether the reason is a fear of retribution for bringing bad news, unwillingness to identify personal mistakes, or just a general desire to please, the end result is the same. The higher-level gets biased and inaccurate information from below and ends up making bad decisions.
3. Poor choice of channels: A communication channel is the pathway or medium through which a message is conveyed from sender to receiver. Good communicators choose the right channel, or combination of channels, to accomplish their intended purpose. Written channels—paper or electronic—are most acceptable for simple messages that are easy to convey and for those that require extensive dissemination quickly. They are also important as documentation when formal policies or directives are being conveyed. Spoken channels such as face-to-face or virtual meetings work best for messages that are complex and difficult to convey and where immediate feedback to the sender is valuable. They are more personal and more likely to be perceived as supportive or even inspirational.
4. Poor written or oral expression: Communication will only be effective when the sender expresses the message in a way that is clearly understood by the receiver. Words must be well chosen and properly used, something we all too often fail at.
5. Failure to recognize nonverbal signals: Nonverbal communication takes place through gestures, facial expressions, body posture, eye contact, and the use of interpersonal space. Mixed message results when words communicate one message while actions, body language, or appearance communicate something else.
6. Physical distractions: Any number of physical distractions can interfere with communication effectiveness. Some of these distractions include telephone interruptions, drop-in visitors, and lack of privacy.

Learning Objective: 18.1

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. Explain the different causes of conflict.

Learning Objective: 18.3

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. Differentiate between distributive and principled negotiation. List four rules of principled negotiation.

In principled negotiation, sometimes called integrative negotiation, the orientation is win–win. The goal is to achieve a final agreement based on the merits of each party’s claims. No one should lose in a principled negotiation, and positive relationships should be maintained in the process.

Four pathways or rules for gaining such integrated agreements are:

1. Separate the people from the problem.
2. Focus on interests, not on positions.
3. Generate many alternatives before deciding what to do.
4. Insist that results be based on some objective standard.

Learning Objective: 18.4

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

1. Explain the potential pitfalls in negotiation.

Learning Objective: 18.4

Difficulty: Moderate

AACSB: Analytical thinking

Bloom’s Taxonomy: Comprehension

Text Entry

1. ____ is the process of sending and receiving symbols with meanings attached.

Learning Objective: 18.1

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. _______ communication earns trust, respect, and integrity in the eyes of others.

Learning Objective: 18.1

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Information filtering is the ______ distortion of information to make it appear more favorable to the recipient.

Learning Objective: 18.1

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. _________ communication takes place through gestures and body language.

Learning Objective: 18.1

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Cultural ____ is the use of appropriate manners, language, and behaviors when interacting with persons from other cultures.

Learning Objective: 18.1

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Communication ____ involves openly sharing honest and complete information about the organization and workplace affairs.

Learning Objective: 18.2

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. _____ book management is where managers provide employees with essential financial information about their companies.

Learning Objective: 18.2

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. ____ listening helps the source of a message say what he or she really means.

Learning Objective: 18.2

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. _____ is the process of telling someone else how you feel about something that person did or said.

Learning Objective: 18.2

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Proxemics involves the use of space in ____.

Learning Objective: 18.2

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. _____ conflict involves disagreements over goals, resources, rewards, policies, procedures, and job assignments.

Learning Objective: 18.3

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Functional conflict is ____ and helps task performance.

Learning Objective: 18.3

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Conflict ____ is the removal of the substantive and emotional reasons for a conflict.

Learning Objective: 18.3

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. Accommodation, or smoothing, plays down differences and highlights ____ to reduce conflict.

Learning Objective: 18.3

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. In ____ conflict, no one achieves their true desires, and the underlying reasons for conflict remain.

Learning Objective: 18.3

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. ______ is the process of making joint decisions when the parties involved have different preferences.

Learning Objective: 18.4

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. _____ negotiation resolves issues of substance while maintaining a positive process.

Learning Objective: 18.4

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. In principled negotiation, each party focuses on understanding the other’s positions to create ____ outcomes.

Learning Objective: 18.4

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. A(n) ____ zone is the space between one party’s minimum reservation point and the other party’s maximum reservation point.

Learning Objective: 18.4

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge

1. In arbitration, a(n) ____ third party issues a binding decision to resolve a dispute.

Learning Objective: 18.4

Difficulty: Easy

AACSB: Analytical thinking

Bloom’s Taxonomy: Knowledge