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Exam 12: Communication and Interpersonal Skills

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Question 1

Multiple Choice

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The________ is the purpose to be conveyed in the communication process.

A) noise
B) channel
C) source
D) message

E) A) and B)
F) A) and C)

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Question 2

Multiple Choice

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________ are primary causes of conflict.

A) Management and communication differences
B) Communication and structural differences
C) Structural and technical differences
D) Personal and management differences

E) None of the above
F) All of the above

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Question 3

Multiple Choice

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A(n) ________ system digitizes a spoken message, transmits it over the network and stores the message on a disk for the receiver to retrieve later.

________ refer(s) to the fact that individuals see and hear depending upon their needs, motivation, experience, background, and other personal characteristics.

The average manager spends ________ of his or her time dealing with conflict.

Integrative bargaining operates under zero- sum conditions.

The manager has established the parameters of the project he is delegating to Joe. This is an example of which of the following?

Which of the following statements is true concerning the grapevine?

Which of the following is not an example of non- verbal communication

Noise is anything that interferes with the effectiveness of the communication process.

A "yes" answer to all except which of the following questions may indicate a need for conflict stimulation?

Application of Conflict Management Stacie had just returned from a seminar on conflict management. Although it seemed as if she spent a lot of time dealing with conflict, it certainly was not her favorite aspect of being a manager. She thought about some of the conflicts that she had encountered lately. There had been the conflict last week between two office staff members over the location of the department coffee pot. They could not agree on where it should be placed. Stacie had smiled, shaken her head, and walked away from that one. Then there had been the dispute among the middle managers over where to hold the company picnic. The argument had gotten rather heated, but it made no difference to Stacie, and she was not about to use some of her credits for something that unimportant to her. She let the others choose the site since it was important to them. Then there was the ongoing debate over the restructuring of the company. Top management had said there was a time period of two years in which to complete a restructuring, and they had wanted employee input from the bottom up so that it could be a win- win situation for everyone. Everyone involved in this debate realized the importance of a positive resolution. -What strategy did Stacie use in dealing with the company picnic?

________ is not one of the steps used to effectively delegate authority.

Managers need to learn to delegate if they are going to be effective.

One argues that conflict is a natural and inevitable outcome in any organization and that it need not be evil, but rather has the potential to be a positive force in contributing to an organization's performance. This is considered to be which view of conflict?

Which of the following statements is incorrect?

Correcting an employee immediately after an incorrect behavior as opposed to waiting until his/her biannual performance review is an example of which of the following?

Contingency Factors in Delegation Elaine knew that in order to be an effective manager she needed to delegate, yet it was extremely difficult for her. She was new to the organization and was unsure exactly what the delegation process was and how it was to be used. There were seven layers in the organizational hierarchy, and she had 15 managers reporting to her. She knew delegation had to occur. Looking in the company handbook, she noticed that for all decisions over $140,000, she needed her supervisor's approval. For everything over $250,000, vice- presidential approval was needed. Many of the tasks her managers were working on were very technical. Elaine was not sure if she had the expertise to make some decisions. However, she had a very competent group of people working for her. Their skill level, education, experience, and motivation were superior. The final question in her mind was to determine what was acceptable in the organization. Management seemed to trust the employees and place confidence in their decision- making. It was a point Elaine still needed to check out. -Which of the following contingency factors of delegation is affected by the seven layers of organizational hierarchy?

Describe the communication process.

What are the two major bargaining strategies used in organizations?