Communicating at Work Ronald Adler 12e - Test Bank

Communicating at Work Ronald Adler 12e – Test Bank

 

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Sample Questions Are Posted Below

 

Communicating at Work, 12e (Adler)

Chapter 5   Interpersonal Skills and Success

 

1) In a recent survey of millennial employees, the overriding characteristic identified for ideal management was

1. A) the ability to work well with others.
2. B) the ability to give public speeches.
3. C) training in technical skills.
4. D) an outgoing personality.

 

Answer:  A

Explanation:  Working well with others one-on-one is a key ability for successful managers.

Topic:  Interpersonal Skills and Success: Building Positive Relationships

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

2) Colleen is a millennial employee. Which of the following would most likely be true about her?

1. A) She does not expect feedback from supervisors to have suggestions on how to improve.
2. B) She wants to have professional and friendly communication with her supervisor.
3. C) She wants professional communication to be kept entirely separate from personal communication.
4. D) She does not care why her supervisor is asking her to do something.

 

Answer:  B

Explanation:  Millennials want to have primarily professional, friendly, and open communication with their supervisors.

Topic:  Interpersonal Skills and Success: Building Positive Relationships

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

3) Which of the following is NOT a trait of an unpleasant coworker?

1. A) being nosy about other peoples’ business
2. B) delivering constructive criticism
3. C) bad-mouthing others
4. D) promoting one’s own contributions

 

Answer:  B

Explanation:  Busybodies, gossips, and self-promoters are typically considered to be unpleasant co-workers.

Topic:  Dealing with Difficult People and Situations

Learning Objective:  05-02 Explain communication behaviors that exacerbate and alleviate workplace incivility and bullying.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

4) Which of the following is NOT a trait of an unpleasant coworker?

1. A) bringing personal problems to work
2. B) distracting others from their tasks
3. C) focusing on work-related issues
4. D) talking down to others

 

Answer:  C

Explanation:  Employees who are bossy or who distract others from their workplace tasks are typically considered to be unpleasant coworkers.

Topic:  Dealing with Difficult People and Situations

Learning Objective:  05-02 Explain communication behaviors that exacerbate and alleviate workplace incivility and bullying.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

5) The term “emotional intelligence” refers to

1. A) the ability and skill of interacting well with others.
2. B) a tendency of highly intelligent people to be emotionally imbalanced.
3. C) a belief that women are too emotional to be intelligent.
4. D) a person’s score on the personality questions found on most IQ tests.

 

Answer:  A

Explanation:  Emotional intelligence describes our ability to interact well with others.

Topic:  Interpersonal Skills and Success: Building Positive Relationships

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

6) Which of the following examples shows emotional intelligence?

1. A) Sean remembers most of the scientific contributions of Copernicus.
2. B) Tahira can juggle four balls while jogging in place.
3. C) Vijay knows Samantha has been overwhelmed with work and so delays talking about the next project.
4. D) Kazuki could calculate complicated scientific formulas at the age of 12.

 

Answer:  C

Explanation:  Emotional intelligence describes the skills of interacting well with others. Vijay shows these skills with Samantha.

Topic:  Interpersonal Skills and Success

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

7) Which of the following best describes the role of emotional intelligence in determining outstanding job performance?

1. A) Emotional intelligence has no impact on job performance.
2. B) Emotional intelligence has less impact on job performance than cognitive IQ does.
3. C) Emotional intelligence and cognitive IQ have about the same impact on job performance.
4. D) Emotional intelligence has more impact on job performance than cognitive IQ does.

 

Answer:  D

Explanation:  Emotional intelligence contributes more than our cognitive IQ in determining outstanding job performance.

Topic:  Interpersonal Skills and Success: Building Positive Relationships

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

8) All of the following are true about workplace dignity EXCEPT

1. A) workplace dignity arises from respectful communication.
2. B) workplaces in which workers treat each other with respect tend to be more productive than those where workers treat each other disrespectfully.
3. C) workplace dignity increases worker satisfaction but does not impact an organization’s productivity.
4. D) absenteeism is higher in workplaces where employees do not treat teach other respectfully.

 

Answer:  C

Explanation:  Workplace dignity improves productivity, attendance, and worker satisfaction.

Topic:  Interpersonal Skills and Success: Affirming Dignity

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

9) Which of the following often results from reduced workplace dignity?

 

1. A) employees getting headaches
2. B) employees making costly mistakes
3. C) employees staying at their job for years
4. D) employees suffering from depression

 

Answer:  A, B, D

 

The effects of reduced workplace dignity can be disastrous for both employees and organizations and can lead to emotional and physical problems and high turnover rates.

Topic:  Interpersonal Skills and Success: Affirming Dignity

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

10) A positive organizational climate

1. A) can occur even if physical working conditions are uninspiring.
2. B) does not vary from one work group to another within the organization.
3. C) only occurs in Fortune 500 companies.
4. D) has little effect on customers.

 

Answer:  A

Explanation:  A positive organizational climate arises from respectful communication; it can occur even in dismal working conditions.

Topic:  Interpersonal Skills and Success: Enhancing Organizational Climate

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

11) The term organizational climate describes

1. A) the amount of harmony in work groups.
2. B) the amount of productivity in work groups.
3. C) the underlying nature of relationships in work groups.
4. D) the underlying conflict in work groups.

 

Answer:  C

Explanation:  The term organizational climate describes the underlying nature of relationships in work groups.

Topic:  Interpersonal Skills and Success: Enhancing Organizational Climate

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

12) An organization’s climate is most likely to be shaped by the

1. A) degree to which people feel valued.
2. B) level of compensation employees receive.
3. C) degree of human-relations training management has received.
4. D) number of messages sent and received.

 

Answer:  A

Explanation:  The climate of an organization results less from the specific tasks that members perform, and more from the feelings that they have about those tasks and one another. As a result, the degree to which employees feel valued would help create a positive climate at work.

Topic:  Interpersonal Skills and Success: Enhancing Organizational Climate

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

13) A holacracy is a style of governance based on

1. A) individual autonomy, which involves equal say for all employees and evaluations by peers.
2. B) top-down management, which involves managers having more authority than other employees.
3. C) profit margins, which involves employees being promoted based on their contribution to a company’s profitability.
4. D) popularity, which involves employees voting for who will be their manager every year.

 

Answer:  A

Explanation:  A holacracy is a style of governance based on individual autonomy, which involves equal say for all employees and evaluations by peers.

Topic:  Interpersonal Skills and Success: Enhancing Organizational Climate

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

14) According to the holacracy model used at Zappos, which of the following scenarios would be approved?

 

1. A) Hideko goes through an extensive training period, which involves practicing skills she would use on her job.
2. B) Mi Na receives pay raises based on her performance on skill tests.
3. C) Hans is fired from his job because he didn’t fit in with the company culture.
4. D) Bob is promoted based on his manager’s performance review.

 

Answer:  A, B, C

 

In the holacracy used at Zappos, peers, not managers, evaluate the performance of other employees.

Topic:  Interpersonal Skills and Success: Enhancing Organizational Climate

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

15) When offering praise,

1. A) praise only with your own original comments; don’t relay praise from others.
2. B) praise only with broad sweeping generalizations.
3. C) praise consistently, even if you have to stretch the truth to do so.
4. D) praise steps of progress, not just perfection.

 

Answer:  D

Explanation:  Don’t wait until performance is perfect to give praise; you can compliment a worker on steps of progress.

Topic:  Sharing Feedback: Giving Praise

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

16) A guideline for giving praise effectively is

1. A) give praise as frequently as possible.
2. B) wait until someone has done a task perfectly to give praise, because praising a person’s steps of progress is insincere.
3. C) use specific compliments that help the receiver recognize the exact behaviors you appreciate.
4. D) praise people only when they are present; don’t share compliments about people who are not present.

 

Answer:  C

Explanation:  If you describe exactly what you appreciate when you give praise, you’ll help the receiver know what behavior to continue.

Topic:  Sharing Feedback: Giving Praise

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

17) Which of the following is NOT recommended when you are attempting to establish confirming relationships with others in the organizational setting?

1. A) Attempt to focus on problem solving.
2. B) Be as honest as possible.
3. C) Use evaluative “you” language.
4. D) Demonstrate concern for others.

 

Answer:  C

Explanation:  You can help create a confirming climate by using “I” language instead of “you” language.

Topic:  Sharing Feedback: Raising Difficult Issues

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

18) Which of the following types of statements is likely to promote a supportive climate?

1. A) descriptive statements expressed in “I” language
2. B) statements that focus on identifying who is to blame for a problem
3. C) indifference to coworkers’ needs and challenges
4. D) conversations in which both parties accuse the other

 

Answer:  A

Explanation:  You can help create a confirming climate by using “I” language instead of “you” language.

Topic:  Sharing Feedback: Raising Difficult Issues

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

19) Which of the following is the best example of descriptive, not evaluative, “I” language?

1. A) “I feel like you’re being mean to me.”
2. B) “I worry when you come home late.”
3. C) “I think your report was awful.”
4. D) “I’m sick of your antics.”

 

Answer:  B

Explanation:  “I worry when you come home late” keeps the focus on the speaker’s own feelings.

Topic:  Sharing Feedback: Raising Difficult Issues

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  automatic

20) Which of the following is an example of “you” language?

1. A) “I have to do a better job of throwing out runners who try to steal against us.”
2. B) “You and I have to work more on preventing runners from stealing against us.”
3. C) “Because you pitch so slowly, the opposing team stole six bases against us.”
4. D) “Last game, six runners stole against us. I’m concerned about that. Any suggestions?”

 

Answer:  C

Explanation:  “You” language point the verbal finger of accusation on the receiver.

Topic:  Sharing Feedback: Raising Difficult Issues

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

21) Which of the following can be characterized as a descriptive “I” statement?

1. A) “You’re not doing your share around here.”
2. B) “I’m worried about the way our customers will react to your report if it contains any errors.”
3. C) “There are three terrible problems with the job you’ve done: it’s late, it’s incomplete, and it’s messy.”
4. D) “I refuse to work with a negative person like you.”

 

Answer:  B

Explanation:  “I’m worried about the way our customers will react to your report if it contains any errors” focuses on the speaker, as opposed to evaluating the other person.

Topic:  Sharing Feedback: Raising Difficult Issues

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  automatic

22) Which of the following demonstrates a focus on solving problems, not controlling others?

1. A) “You need to take on more responsibility next year.”
2. B) “Why didn’t you report your error to accounting sooner?”
3. C) “So, how are you going to get yourself out of this mess you’ve made?”
4. D) “Our ‘rejected products’ count has increased by 10% in the past month. Can you suggest any remedies?”

 

Answer:  D

Explanation:  Problem-oriented messages aim to involve both parties in developing a solution that meets all the participants’ needs.

Topic:  Sharing Feedback: Raising Difficult Issues

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

23) According to Jack Gibb’s work on supportive and defensive communication, a supervisor who ________ is promoting a disconfirming climate.

1. A) focuses on solving problems
2. B) listens open-mindedly to opposing viewpoints
3. C) doesn’t show concern for the feelings of others
4. D) treats her subordinates as if they were equals

 

Answer:  C

Explanation:  In a confirming climate, employees express interest in each other, not indifference.

Topic:  Sharing Feedback: Raising Difficult Issues

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

24) Attitudes of superiority increases defensiveness; attitudes of ________ tend to lessen defensiveness.

1. A) equality
2. B) evaluation
3. C) control
4. D) indifference

 

Answer:  A

Explanation:  You can decrease defensiveness by talking to others as if they are equal to you, not inferior to you.

Topic:  Sharing Feedback: Raising Difficult Issues

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

25) All of the following are characteristics of constructive feedback EXCEPT

1. A) limiting the criticism to one topic.
2. B) failing to acknowledge the positives.
3. C) defining the problem clearly.
4. D) making sure the criticism is accurate.

 

Answer:  B

Explanation:  Constructive feedback should always acknowledge the positives.

Topic:  Sharing Feedback: Offering and Responding to Criticism

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

26) Which of the following is an example of constructive feedback?

1. A) Even though Jin Woo is from a different department than Janis, he gave her some accurate criticism of her work.
2. B) Sonya had to admit that Ivan’s criticism of her work was entirely accurate.
3. C) Ditmer focused entirely on the negative during his review of Charles’s work.
4. D) Na was surprised that Peng reviewed many topics during his critique of her performance.

 

Answer:  B

Explanation:  The person giving the constructive feedback should be absolutely sure that he or she got the facts straight before offering them to the recipient.

Topic:  Sharing Feedback: Offering and Responding to Criticism

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

27) If you were offering constructive criticism to an employee, which of the following would NOT be recommended?

1. A) Explain the value of the improvement to the employee.
2. B) Be sure to mention several complaints.
3. C) Wait to deliver the criticism until you are certain you have the facts straight.
4. D) Offer to help the employee find a solution.

 

Answer:  B

Explanation:  When you are delivering constructive criticism, just focus on one complaint at a time.

Topic:  Sharing Feedback: Offering and Responding to Criticism

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

28) Which of the following are constructive responses to criticism?

 

1. A) Ask for examples to clarify the issue.
2. B) Never guess about the details of the criticism.
3. C) Paraphrase the critic to make sure you understand the criticism.
4. D) Ask what type of change the critic would like to see.

 

Answer:  A, C, D

 

Guessing about the details of the criticism is a constructive response. This approach can be helpful if the critic is unwilling to provide details.

Topic:  Sharing Feedback: Offering and Responding to Criticism

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

29) When you are delivering criticism, avoid

1. A) accepting partial responsibility for the problem.
2. B) offering to help solve a problem, if appropriate.
3. C) commenting about the person’s personal life (unless their personal life has a proven impact on their work).
4. D) delivering the remarks in private.

 

Answer:  C

Explanation:  When you are delivering constructive criticism, avoid talking about a person’s personal life, unless that is a proven cause of the problem.

Topic:  Sharing Feedback: Offering and Responding to Criticism

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

30) Which of the following illustrates an effective critique of a co-worker’s performance?

1. A) “I didn’t have enough advance notice to arrange my schedule to attend the meeting, because the notice was posted only yesterday. Can you find a way to send out the meeting date at least two weeks ahead of time?”
2. B) “If you’re going to be inconsiderate enough to wait five days before you return my call, don’t bother. I’ll go ask someone else.”
3. C) “You sure blew it when you fouled up your presentation, right in front of our best customer.”
4. D) “You never help me when I need it.”

 

Answer:  A

Explanation:  Constructive feedback should be descriptive and focus on behavior, not evaluative or focusing on personal characteristics. Also, point out consequences.

Topic:  Sharing Feedback: Offering and Responding to Criticism

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

31) Which of the following illustrates an effective critique of a co-worker’s performance?

1. A) “Well, if you weren’t so interested in going to night clubs, you might get to work on time once in a while.”
2. B) “When you were late last week, we missed ten important calls. Why were you late?”
3. C) “I sure hate it when you show up late.”
4. D) “Last week, you were late three times, you didn’t finish filling out all the customer reports, and you forgot to lock the file cabinets, too.”

 

Answer:  B

Explanation:  Constructive feedback avoids sounding judgmental and encourages the person being criticized to give their viewpoint.

Topic:  Sharing Feedback: Offering and Responding to Criticism

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

32) One constructive, non-defensive way to effectively respond to criticism directed at you is to

1. A) avoid the person who is criticizing.
2. B) be sharp enough to verbally counterattack.
3. C) seek more information.
4. D) disagree with the criticism whether the critique is true or not.

 

Answer:  C

Explanation:  If you are criticized, one constructive response is to ask for more information.

Topic:  Sharing Feedback: Offering and Responding to Criticism

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

33) If you disagree with another person’s critique of your performance, which of the following responses would be the most confirming?

1. A) pretending to agree, even though you don’t
2. B) emphasize areas where you and the other person share the same point of view
3. C) ignoring the comment so as not to draw attention to your disagreement
4. D) none of these, because it is impossible to be confirming if you disagree with the other person’s comments

 

Answer:  B

Explanation:  If you disagree with another person’s critique of your performance, you can emphasize areas where you and the other person share the same point of view.

Topic:  Sharing Feedback: Offering and Responding to Criticism

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

34) When confronted with the criticism “You’re never back from lunch on time,” which of the following statements acknowledges a critic’s perception as valid, yet does not agree with the critique?

1. A) “You’re right; it was after 1:00 when I returned from lunch.”
2. B) “You weren’t back on time yourself; you couldn’t know.”
3. C) “It must seem like I’m never back on time. The boss has asked me to cover the phones in his office from 1 – 1:30 every day, so I don’t get back to this office right away.”
4. D) “You’re partly to blame — you weren’t back by 12, so I couldn’t leave on time.”

 

Answer:  C

Explanation:  If you disagree with another person’s critique of your performance, you can recognize the value of their perception, and then explain your own view.

Topic:  Sharing Feedback: Offering and Responding to Criticism

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

35) Which of the following shows an example of a cooperative solution to criticism?

1. A) Claudio tried to explain why he made so many mistakes, but his manager wouldn’t let him.
2. B) Chen listened to her manager’s criticism and then explained that she received misinformation.
3. C) Bohai tried to suggest a way to prevent the mistakes, but his manager walked off.
4. D) The manager asked Ralph for a solution, but he was too defensive to offer any suggestions.

 

Answer:  B

Explanation:  To reach a cooperative solution, the person being criticized should be allowed to give his or her own view. Also, the sender and recipient of the criticism should work together to find a solution.

Topic:  Sharing Feedback: Offering and Responding to Criticism

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

36) Incivility

1. A) consists of seemingly inconsequential, inconsiderate words and deeds that violate the conventional standards of workplace conduct.
2. B) is always aggressive.
3. C) has no impact on a company’s productivity.
4. D) has decreased in the 21st

 

Answer:  A

Explanation:  Incivility consists of seemingly inconsequential, inconsiderate words and deeds that violate the conventional standards of workplace conduct.

Topic:  Dealing with Difficult People and Situations: Incivility

Learning Objective:  05-02 Explain communication behaviors that exacerbate and alleviate workplace incivility and bullying.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

37) Uncivil communication depends more on

1. A) the sender’s intentions than the receiver’s reaction.
2. B) the receiver’s reaction than the sender’s intention.
3. C) the manager’s reaction than the sender’s intention.
4. D) the manger’s reaction than the receiver’s reaction.

 

Answer:  B

Explanation:  Uncivil communication depends more on the receiver’s reaction than the sender’s intention.

Topic:  Dealing with Difficult People and Situations: Incivility

Learning Objective:  05-02 Explain communication behaviors that exacerbate and alleviate workplace incivility and bullying.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

38) All of the following could be examples of uncivil communication EXCEPT

1. A) an insensitive joke.
2. B) a false rumor.
3. C) withholding information.
4. D) telling a subordinate his or her behavior needs improvement.

 

Answer:  D

Explanation:  Uncivil communication consists of inconsiderate remarks, whether they be jokes, rumors, withholding information, or online postings. Critique, when delivered supportively, is not uncivil communication.

Topic:  Dealing with Difficult People and Situations: Incivility

Learning Objective:  05-02 Explain communication behaviors that exacerbate and alleviate workplace incivility and bullying.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

39) Gustav talks on his iPhone while checking out library books for patrons. What form of incivility does this example show?

1. A) multicommunicating
2. B) inappropriate humor
3. C) cyber rudeness
4. D) meddling

 

Answer:  A

Explanation:  Multicommunicating involves managing multiple conversations at the same time.

Topic:  Dealing with Difficult People and Situations: Incivility

Learning Objective:  05-02 Explain communication behaviors that exacerbate and alleviate workplace incivility and bullying.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

40) Constructive advice for responding when you receive a troubling message online is

1. A) find someone whose judgment you trust, and ask them for their perspective.
2. B) respond to the message immediately.
3. C) if the message has a bullying tone, mirror that same bullying tone in your response.
4. D) forward the message to all your Facebook friends.

 

Answer:  A

Explanation:  Avoid responding to troubling online messages quickly or competitively; don’t forward them to others, except perhaps one trusted advisor.

Topic:  Dealing with Difficult People and Situations: Incivility

Learning Objective:  05-02 Explain communication behaviors that exacerbate and alleviate workplace incivility and bullying.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

41) Which of the following are effective ways to minimize cyber incivility in the workplace?

 

1. A) Review your e-mails to see if they may appear rude before sending them.
2. B) Compose yourself before responding to an antagonistic e-mail.
3. C) Research the capabilities of your e-mail technology.
4. D) Respond as quickly as possible to all e-mails to increase efficiency.

 

Answer:  A, B, C

 

To minimize uncivil communications online, employees should always think before they click the send button. Thus, reviewing an e-mail before sending it and waiting before responding to an antagonistic e-mail can be helpful. Also, employees should research their e-mail technology to determine if they have an “Undo Send” function.

Topic:  Dealing with Difficult People and Situations: Incivility

Learning Objective:  05-02 Explain communication behaviors that exacerbate and alleviate workplace incivility and bullying.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

42) Strategies used by bullies include all of the following EXCEPT

1. A) controlling the resources that lead to success.
2. B) presenting concrete examples of ways a subordinate can improve their performance.
3. C) making threats.
4. D) setting deadlines that are impossible to meet.

 

Answer:  B

Explanation:  Bullies use strategies that deplete others’ confidence and make it nearly impossible for them to succeed.

Topic:  Dealing with Difficult People and Situations: Workplace Bullying

Learning Objective:  05-02 Explain communication behaviors that exacerbate and alleviate workplace incivility and bullying.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

43) Which of the following shows an accurate contrast between workplace incivility and workplace bullying?

 

1. A) Workplace bullying is more aggressive than workplace incivility.
2. B) Workplace incivility tends to be more ongoing than workplace bullying.
3. C) Workplace incivility is more destructive than workplace bullying.
4. D) Workplace bullying tends to be more malicious than workplace incivility.

 

Answer:  A, D

 

Workplace bullying is more aggressive, ongoing, destructive, and malicious than workplace incivility.

Topic:  Dealing with Difficult People and Situations: Incivility; Dealing with Difficult People and Situations: Workplace Bullying

Learning Objective:  05-02 Explain communication behaviors that exacerbate and alleviate workplace incivility and bullying.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

44) Most bullies

1. A) move on to hassle new targets, after their initial target quits or is fired.
2. B) stop bullying once they know their victim feels frustrated.
3. C) are silenced by the boss before they can do much harm.
4. D) don’t succeed in making others look bad.

 

Answer:  A

Explanation:  Most bullies find new victims if their initial target leaves the company.

Topic:  Dealing with Difficult People and Situations: Workplace Bullying

Learning Objective:  05-02 Explain communication behaviors that exacerbate and alleviate workplace incivility and bullying.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

45) If you are the victim of a bully, one response that is never advisable is to

1. A) avoid the bully.
2. B) consider whether you might have unintentionally acted in a way that aggravates the bullying.
3. C) rationalize that you deserve the abuse.
4. D) confide in a trusted and influential co-worker.

 

Answer:  C

Explanation:  Abuse is never justified; don’t convince yourself that you deserve abuse.

Topic:  Dealing with Difficult People and Situations: Workplace Bullying

Learning Objective:  05-02 Explain communication behaviors that exacerbate and alleviate workplace incivility and bullying.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

46) Which of the following are examples of peer-influence exit tactics?

 

1. A) criticizing a coworker’s performance
2. B) providing messages about job openings
3. C) speaking unfavorably about other careers and options
4. D) telling a coworker that his skills could be better used elsewhere

 

Answer:  A, B, D

 

Peer-influence exit tactics are used by employees who want to influence on or more of their peers to leave the organization. Examples include criticizing a coworker’s performance, providing a peer with information about job openings, and telling a coworker that his skills could be better used elsewhere.

Topic:  Dealing with Difficult People and Situations: Problematic Communication

Learning Objective:  05-04 Identify coworker behaviors that may signal the use of peer-influence exit tactics, and explain how the recognition of such behaviors may be used to improve work performance.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

47) Various forms of sexual harassment can exist in any work setting. If Tony expected sexual favors from Judith in return for a promotion to assistant coordinator of the sales division, which type of sexual harassment would be involved?

1. A) sexual initiation
2. B) quid pro quo
3. C) work-environment hostility
4. D) sexual suggestion

 

Answer:  B

Explanation:  If a supervisor suggests that a subordinate’s employment or promotion depends on sexual favors, this is an example of “quid pro quo” (“this for that”) sexual harassment.

Topic:  Dealing with Difficult People and Situations: Sexual Harassment

Learning Objective:  05-03 Predict the outcomes of various verbal and nonverbal behaviors with regard to sexual harassment, and explain communication options for targets of harassment.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

48) Which of the following is an example of quid pro quo sexual harassment?

1. A) Leslie overhears Stan make sexual comments about her to his friends.
2. B) Leslie receives a note from Stan with sexually explicit drawing on it.
3. C) Stan calls Leslie a “babe” and asks her over to his apartment tonight.
4. D) Stan tells Leslie that he’s thinking of hiring her but wants her to come to his place to discuss the matter.

 

Answer:  D

Explanation:  Quid pro quo is sexual harassment that involves directly or indirectly demanding someone engage in a relationship with you or grant you sexual favors in exchange for something else, such as a promotion or continued employment.

Topic:  Dealing with Difficult People and Situations: Sexual Harassment

Learning Objective:  05-03 Predict the outcomes of various verbal and nonverbal behaviors with regard to sexual harassment, and explain communication options for targets of harassment.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

49) Sexual harassment

1. A) may be initiated by men or women.
2. B) is unpleasant but not actually illegal.
3. C) was never noticed by women in the workplace before 1964.
4. D) involves only overt sexual behavior.

 

Answer:  A

Explanation:  Sexual harassment may be initiated by men, by women, or by an organizational culture that encourages harassing behavior.

Topic:  Dealing with Difficult People and Situations: Sexual Harassment

Learning Objective:  05-03 Predict the outcomes of various verbal and nonverbal behaviors with regard to sexual harassment, and explain communication options for targets of harassment.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

50) The text outlines a number of channels for dealing with sexual harassment. Which of the following is NOT mentioned as an option?

1. A) Keep a detailed record of the harassment incidents.
2. B) Write a personal letter to the harasser, asking them to stop.
3. C) Ask a trusted friend to intervene.
4. D) Start telling your coworkers some nasty gossip about the offender.

 

Answer:  D

Explanation:  Gossiping about the offender is not recommended.

Topic:  Dealing with Difficult People and Situations: Sexual Harassment

Learning Objective:  05-03 Predict the outcomes of various verbal and nonverbal behaviors with regard to sexual harassment, and explain communication options for targets of harassment.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

51) Which of the following are common results of handling conflict skillfully in the workplace?

 

1. A) reduction of productivity
2. B) reduction of burnout
3. C) venting frustrations
4. D) resolving problems

 

Answer:  B, C, D

 

By resolving conflicts skillfully, organizations can reduce burnout, resolve problems, and allow employees to vent frustrations. A skillful approach to resolving conflicts does not reduce productivity.

Topic:  Managing Conflict

Learning Objective:  05-05 Identify and give examples of key issues that underlie workplace conflicts.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

52) Which of the following statements best describes job-related conflicts?

1. A) Conflicts should be avoided as much as possible at work.
2. B) Conflicts occur most frequently among less-intelligent employees.
3. C) Conflicts occur more frequently between managers and subordinates than between employees of equal authority.
4. D) Whether a conflict diminishes or improves organizational effectiveness depends on how the conflict is handled.

 

Answer:  D

Explanation:  Conflict can create problems if it is handled ineffectively, but with the right approach conflict can produce good results.

Topic:  Managing Conflict

Learning Objective:  05-05 Identify and give examples of key issues that underlie workplace conflicts.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

53) Reinhardt wants to keep the thermostat set at 65 degrees in the winter, while his roommate Peter wants to keep it set at 74. This conflict is primarily about

1. A) the topic at hand.
2. B) the process.
3. C) relational issues.
4. D) ego/identity issues.

 

Answer:  A

Explanation:  When people disagree about an issue, this is called a conflict about the topic.

Topic:  Managing Conflict: Causes of Conflict

Learning Objective:  05-05 Identify and give examples of key issues that underlie workplace conflicts.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

54) Ashraf accidentally drops Ceil’s favorite glass vase, which crashes into fragments on the kitchen floor. Ceil screams, “You clod!” Ashraf retorts, “I didn’t drop it on purpose, you witch!” This conflict is focusing on

1. A) the topic at hand.
2. B) the process.
3. C) ego/identity issues.
4. D) reparation.

 

Answer:  C

Explanation:  When people accuse each other and communicate in the face-threatening ways, this is called an ego/identity conflict.

Topic:  Managing Conflict: Causes of Conflict

Learning Objective:  05-05 Identify and give examples of key issues that underlie workplace conflicts.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

55) You are a member of a small group in your communication class, formed for the purpose of completing a decision-making project. Robert insists that your meetings should be conducted according to Parliamentary Procedures, but Serena wants to use a consensus approach. Your group is experiencing conflict about

1. A) the topic of the project.
2. B) the process.
3. C) relational issues.
4. D) legal issues.

 

Answer:  B

Explanation:  If conflict focuses on how to deal with a problem, this is classified as a conflict about the process.

Topic:  Managing Conflict: Causes of Conflict

Learning Objective:  05-05 Identify and give examples of key issues that underlie workplace conflicts.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

56) Your team leader puts a suggestion box in the break room. At team meetings, he lists all the reasons why the suggestions can’t be used, adding that he should be the one to make the decisions, anyway. The team members complain that he should share the decision-making. What kind of conflict does this illustrate?

1. A) relational issue
2. B) constructive conflict
3. C) compromise
4. D) collaboration

 

Answer:  A

Explanation:  Relational disputes center on how parties want to be treated by one another.

Topic:  Managing Conflict: Causes of Conflict

Learning Objective:  05-05 Identify and give examples of key issues that underlie workplace conflicts.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

57) In which of the following scenarios should a collaborating approach be used for conflict management?

1. A) In the negotiations with Mandrell Group, Jemma realizes the concerns of this company are just as important as the concerns of her own company.
2. B) Sari knows her company might eventually win the negotiations with Sparkle Enterprises but the long-term costs would be prohibitive.
3. C) Maja decides not to take a hard-line approach to negotiations because she wants to build up social credits with her competitor.
4. D) Jerry can’t take the time for long-term negotiations with Granite Construction because of a deadline imposed by the government.

 

Answer:  A

Explanation:  A collaborating approach to conflict management should be used when the concerns of both parties are too important to compromise.

Topic:  Managing Conflict: Approaches to Conflict

Learning Objective:  05-06 Identify five approaches to conflicts, explain the advantages and disadvantages of each in specific situations, and predict likely consequences of each style in those situations.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

58) Which of the following is often the best way to handle a conflict about a genuinely trivial issue?

1. A) accommodating
2. B) avoiding
3. C) competing
4. D) collaborating

 

Answer:  B

Explanation:  The best way to handle a conflict about a genuinely trivial issue is often by avoiding it.

Topic:  Managing Conflict: Approaches to Conflict

Learning Objective:  05-06 Identify five approaches to conflicts, explain the advantages and disadvantages of each in specific situations, and predict likely consequences of each style in those situations.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

59) Which of the following are accurate statements about a compromising approach to conflict management?

 

1. A) One party wins; one party loses.
2. B) It helps to improve the relationship between both parties.
3. C) Each party sacrifices something.
4. D) It is more assertive than accommodating.

 

Answer:  C, D

 

With the compromising approach to conflict management, each party sacrifices something. Also, this approach is more assertive than accommodating or avoiding.

Topic:  Managing Conflict: Approaches to Conflict

Learning Objective:  05-06 Identify five approaches to conflicts, explain the advantages and disadvantages of each in specific situations, and predict likely consequences of each style in those situations.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

60) In which of the following scenarios should Stephan take an avoidance approach to conflict?

1. A) Stephan knows he must make Max change his business tactics to avoid a disaster for their company.
2. B) For Stephan, having a harmonious relationship with Max is more important than winning.
3. C) Stephan knows that Max is so angry about the mix up that he needs time to calm down.
4. D) For Stephan, having Max agree to all of his goals is not that important.

 

Answer:  C

Explanation:  Avoidance is an effective approach to conflict when a person or people need time to calm down.

Topic:  Managing Conflict: Approaches to Conflict

Learning Objective:  05-05 Identify and give examples of key issues that underlie workplace conflicts.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

61) When a conflict arises in Rosie’s work group, she simply gives in to the people arguing to promote harmony. Which of the following approaches to conflict is she using?

1. A) avoiding
2. B) accommodating
3. C) competing
4. D) compromising

 

Answer:  B

Explanation:  When you accommodate, you sacrifice your own desires in order to preserve harmony.

Topic:  Managing Conflict: Approaches to Conflict

Learning Objective:  05-06 Identify five approaches to conflicts, explain the advantages and disadvantages of each in specific situations, and predict likely consequences of each style in those situations.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

62) The accommodating approach to conflict management should be done for which of the following examples?

1. A) Karen knows that her company and Gena Electronics could easily build a consensus in their upcoming deal.
2. B) Because of a shift in the marketplace, Nsedu realizes she is wrong about starting a new line of cosmetics.
3. C) Agata feels that starting a new production process is such a complex issue that she needs to get a short-term solution.
4. D) Because George is such a fierce competitor, Vihaan knows he must take an aggressive approach to negotiations with his company.

 

Answer:  B

Explanation:  An accommodating approach to conflict management should be taken when a person realizes he or she make a misjudgment or took a faulty position.

Topic:  Managing Conflict: Approaches to Conflict

Learning Objective:  05-06 Identify five approaches to conflicts, explain the advantages and disadvantages of each in specific situations, and predict likely consequences of each style in those situations.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

63) Many people believe that ________ is the best approach to conflict because, in the short-term, you might get the results you want. However, this approach to conflict often results in a number of long-term costs.

1. A) avoiding
2. B) accommodating
3. C) competing
4. D) compromising

 

Answer:  C

Explanation:  Use a competitive approach when a decision must be made and there isn’t time to work out a compromise.

Topic:  Managing Conflict: Approaches to Conflict

Learning Objective:  05-06 Identify five approaches to conflicts, explain the advantages and disadvantages of each in specific situations, and predict likely consequences of each style in those situations.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

64) In which of the following scenarios should Juanita take a competing approach to conflict?

1. A) Juanita knows she must make her company adopt a new production process to avoid severe pollution.
2. B) Juanita knows that by establishing a long-term relationship with Acme Products her company will benefit.
3. C) Juanita knows that her company faces a complex international issue which might require a temporary solution.
4. D) Juanita knows her company has no chance of winning against the more powerful Stelz Chemicals.

 

Answer:  A

Explanation:  A competing approach to conflict should be used on important issues, such as pollution, that require the implementation of unpopular or costly procedures.

Topic:  Managing Conflict: Approaches to Conflict

Learning Objective:  05-05 Identify and give examples of key issues that underlie workplace conflicts.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

65) Which approach to conflict are you using if you sacrifice your own personal wishes for the sake of the group?

1. A) avoiding
2. B) accommodating
3. C) collaborating
4. D) compromising

 

Answer:  B

Explanation:  When you accommodate, you sacrifice your own desires in order to preserve harmony.

Topic:  Managing Conflict: Approaches to Conflict

Learning Objective:  05-06 Identify five approaches to conflicts, explain the advantages and disadvantages of each in specific situations, and predict likely consequences of each style in those situations.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

66) You are babysitting your 3-year-old niece. As you approach a busy street, you reach out to hold her hand, and tell her to stop, look, and listen before crossing. She breaks away from you and starts to run into the street. Which conflict management style would you recommend for responding to this situation?

1. A) avoiding
2. B) accommodating
3. C) competing
4. D) compromising

 

Answer:  C

Explanation:  Use a competitive approach in an emergency, when quick decisive action is required.

Topic:  Managing Conflict: Approaches to Conflict

Learning Objective:  05-06 Identify five approaches to conflicts, explain the advantages and disadvantages of each in specific situations, and predict likely consequences of each style in those situations.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

67) Brandon is concerned that his group members are not getting along as well as they should. He believes that effective group communication should be completely free of any conflict. Consequently, every time conflict arises, he attempts to maintain the group’s harmony by yielding to others. Which of the following approaches to conflict is Brandon most likely using?

1. A) avoiding
2. B) accommodating
3. C) compromising
4. D) collaborating

 

Answer:  B

Explanation:  When you accommodate, you sacrifice your own desires in order to preserve harmony.

Topic:  Managing Conflict: Approaches to Conflict

Learning Objective:  05-06 Identify five approaches to conflicts, explain the advantages and disadvantages of each in specific situations, and predict likely consequences of each style in those situations.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

68) Which of the following approaches is based on the assumption that in resolving conflict, it is possible to meet the needs of all parties?

1. A) avoiding
2. B) accommodating
3. C) collaborating
4. D) compromising

 

Answer:  C

Explanation:  Collaboration meets the needs of all parties.

Topic:  Managing Conflict: Approaches to Conflict

Learning Objective:  05-06 Identify five approaches to conflicts, explain the advantages and disadvantages of each in specific situations, and predict likely consequences of each style in those situations.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

69) A statement such as “I don’t care what you think is going to work best, we are either going to go with my proposal or forget about the whole thing” is an example of which of the following approaches to conflict?

1. A) avoiding
2. B) accommodating
3. C) compromising
4. D) competing

 

Answer:  D

Explanation:  Competition is a win-lose approach.

Topic:  Managing Conflict: Approaches to Conflict

Learning Objective:  05-06 Identify five approaches to conflicts, explain the advantages and disadvantages of each in specific situations, and predict likely consequences of each style in those situations.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

70) In her spare time, Sharon is the chair for a local nonprofit organization. The project committee is attempting to determine what the organization’s next large charity drive will be. Sharon felt that she had a great idea, but it was quickly rejected by the other committee members. So, as chair, she simply selected her idea and forced it on the other members. According to the text, which of the following approaches to conflict did she employ?

1. A) avoiding
2. B) accommodating
3. C) competing
4. D) compromising

 

Answer:  C

Explanation:  In a competitive approach, one side wins at the expense of the other.

Topic:  Managing Conflict: Approaches to Conflict

Learning Objective:  05-06 Identify five approaches to conflicts, explain the advantages and disadvantages of each in specific situations, and predict likely consequences of each style in those situations.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

71) If each party gives a little ground to gain a solution that everyone can agree to, which approach to conflict have they selected?

1. A) accommodating
2. B) competing
3. C) collaborating
4. D) compromising

 

Answer:  D

Explanation:  In a compromise approach, each side sacrifices some in order to reach an agreement.

Topic:  Managing Conflict: Approaches to Conflict

Learning Objective:  05-06 Identify five approaches to conflicts, explain the advantages and disadvantages of each in specific situations, and predict likely consequences of each style in those situations.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

72) One good reason to take an avoidant approach to conflict is

1. A) to achieve a temporary solution on a complex issue.
2. B) to let others cool down temporarily before tackling the issue.
3. C) to promote working for harmony and stability.
4. D) to reach a fair solution in a short amount of time.

 

Answer:  B

Explanation:  Avoiding is a wise choice when you need to give others time to cool down.

Topic:  Managing Conflict: Approaches to Conflict

Learning Objective:  05-06 Identify five approaches to conflicts, explain the advantages and disadvantages of each in specific situations, and predict likely consequences of each style in those situations.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

73) One good reason to take an accommodating approach to conflict is

1. A) when an issue is more important to others than it is to you.
2. B) when you want quick, decisive action on an issue.
3. C) when you want to build a long-term working relationship.
4. D) when a quick solution needs to be made in a short time.

 

Answer:  A

Explanation:  Accommodating is a wise choice an issue is more important to others than it is to you.

Topic:  Managing Conflict: Approaches to Conflict

Learning Objective:  05-06 Identify five approaches to conflicts, explain the advantages and disadvantages of each in specific situations, and predict likely consequences of each style in those situations.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

74) One good reason to take a competing approach to conflict is

1. A) when the other party is more powerful, so you know you are going to lose.
2. B) when your goals are trivial.
3. C) when both parties want to build a long-term working relationship.
4. D) when you need to enforce an action that is unpopular but ethical and necessary.

 

Answer:  D

Explanation:  Competing is a wise choice when you need to enforce an action that is unpopular but ethical and necessary.

Topic:  Managing Conflict: Approaches to Conflict

Learning Objective:  05-06 Identify five approaches to conflicts, explain the advantages and disadvantages of each in specific situations, and predict likely consequences of each style in those situations.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

75) One good reason to take a collaborative approach to conflict is

1. A) an emergency demands quick, decisive action.
2. B) your goals are trivial.
3. C) both parties have important concerns and the long-term working relationship between the parties is important.
4. D) you need to enforce an unpopular, but ethical and necessary action.

 

Answer:  C

Explanation:  Collaborating is a wise choice when the goals and the long-term relationships are both very important.

Topic:  Managing Conflict: Approaches to Conflict

Learning Objective:  05-06 Identify five approaches to conflicts, explain the advantages and disadvantages of each in specific situations, and predict likely consequences of each style in those situations.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

76) One good reason to take a compromising approach to conflict is

1. A) the other party is more powerful, so you know you are going to lose.
2. B) the issue is more important to the other party than it is to you.
3. C) harmony is your key goal.
4. D) your attempt at collaboration was unsuccessful.

 

Answer:  D

Explanation:  Compromising can make sense if an attempt at collaboration did not work out.

Topic:  Managing Conflict: Approaches to Conflict

Learning Objective:  05-06 Identify five approaches to conflicts, explain the advantages and disadvantages of each in specific situations, and predict likely consequences of each style in those situations.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

77) The process in which two or more parties discuss specific proposals to obtain a mutually acceptable agreement is known as

1. A) conflict manipulation.
2. B) negotiation.
3. C) compromising.
4. D) conflict agreement.

 

Answer:  B

Explanation:  Negotiation occurs when parties discuss specific proposals to find a mutually acceptable agreement.

Topic:  Managing Conflict: Handling Conflicts Constructively

Learning Objective:  05-07 Demonstrate how to plan for and conduct a work-related negotiation.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

78) Kristel has two free movie passes. She and Misha are involved in a heated negotiation over which movie they will go to see. Kristel gets angry and tears up the passes to teach Misha a lesson. Which of the following orientations toward conflict has Kristel adopted?

1. A) win-lose
2. B) lose-lose
3. C) compromise
4. D) win-win

 

Answer:  B

Explanation:  In a lose-lose approach, your actions hurt yourself as much as they do your opponent.

Topic:  Managing Conflict: Handling Conflicts Constructively

Learning Objective:  05-07 Demonstrate how to plan for and conduct a work-related negotiation.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

79) Which is generally the most advantageous negotiation style for all parties involved?

1. A) win-lose
2. B) lose-lose
3. C) compromise
4. D) win-win

 

Answer:  D

Explanation:  A win-win approach is usually the most advantageous for all.

Topic:  Managing Conflict: Handling Conflicts Constructively

Learning Objective:  05-07 Demonstrate how to plan for and conduct a work-related negotiation.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

80) When employees who don’t want to attend an all-day workshop take the attitude “You can make me go, but you can’t make me pay attention,” they have adopted a ________ stance.

1. A) bargaining
2. B) lose-lose
3. C) compromise
4. D) win-win

 

Answer:  B

Explanation:  In a lose-lose approach, your actions hurt yourself as much as they do your opponent.

Topic:  Managing Conflict: Handling Conflicts Constructively

Learning Objective:  05-07 Demonstrate how to plan for and conduct a work-related negotiation.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

81) Which of the following statements best describes a compromising orientation to negotiating?

1. A) It attains the best possible outcomes for both parties.
2. B) It emphasizes relationship goals over task goals.
3. C) It is a long-term approach that seeks to build and maintain a good relationship.
4. D) Both sides win some; both sides lose some.

 

Answer:  D

Explanation:  In a compromising approach, both sides win some and both sides lose some.

Topic:  Managing Conflict: Handling Conflicts Constructively

Learning Objective:  05-07 Demonstrate how to plan for and conduct a work-related negotiation.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  automatic

82) Win-win negotiation resembles the ________ approach to conflict.

1. A) collaborating
2. B) competing
3. C) compromising
4. D) accommodating

 

Answer:  A

Explanation:  A win-win negotiation makes use of collaboration strategies.

Topic:  Managing Conflict: Handling Conflicts Constructively

Learning Objective:  05-07 Demonstrate how to plan for and conduct a work-related negotiation.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

83) Which statement describes the win-win orientation to negotiating?

1. A) It is a short-term approach focused only on immediate problems.
2. B) Each side sees the issue only from its own point of view.
3. C) Only task issues are usually considered.
4. D) Participants brainstorm various means (solutions) for reaching a desired outcome (the “end’), and pick a solution that is mutually agreeable.

 

Answer:  D

Explanation:  A win-win approach considers various solutions for achieving a desired end, and selects the one that’s best for all parties.

Topic:  Managing Conflict: Handling Conflicts Constructively

Learning Objective:  05-07 Demonstrate how to plan for and conduct a work-related negotiation.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

84) The collaborative approach to negotiation involves a ________ orientation.

1. A) win-lose
2. B) win-win
3. C) lose-lose
4. D) compromise

 

Answer:  B

Explanation:  A win-win approach makes use of collaboration strategies.

Topic:  Managing Conflict: Handling Conflicts Constructively

Learning Objective:  05-07 Demonstrate how to plan for and conduct a work-related negotiation.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

85) The highest-performing organizations tend to favor the ________ approach to problem solving.

1. A) win-lose
2. B) lose-lose
3. C) win-win
4. D) compromise

 

Answer:  C

Explanation:  Research shows that the highest performing organizations often use a win-win approach.

Topic:  Managing Conflict: Handling Conflicts Constructively

Learning Objective:  05-07 Demonstrate how to plan for and conduct a work-related negotiation.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

86) William has been the head of the Business Administration department of a small community college for the past 10 years. His administrative experience has demonstrated that the most effective technique for resolving conflict is to approach all situations with the assumption that a solution can be reached, and the solution will satisfy most of the needs of all those involved. Which of the following orientations toward negotiation would you suggest he is operating from?

1. A) win-lose
2. B) lose-lose
3. C) compromise
4. D) win-win

 

Answer:  D

Explanation:  A win-win approach satisfies most of the needs of everyone involved.

Topic:  Managing Conflict: Handling Conflicts Constructively

Learning Objective:  05-07 Demonstrate how to plan for and conduct a work-related negotiation.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

87) Which of the following examples most likely shows a win-win outcome?

1. A) As a result of negotiations, Rose Foods reduced their marketplace, but Basic Foods expanding their product line.
2. B) As a result of negotiations, Rose Food expanded their marketplace, but Basic Foods didn’t expand their product line.
3. C) As a result of negotiations, neither Rose Foods nor Basic Foods expanded in the way they wanted.
4. D) As a result of the negotiations, Rose Foods expanded their marketplace and Basic Foods expanded their product line.

 

Answer:  D

Explanation:  A win-win outcome happens when both parties achieve their goals. Rose Foods most likely achieved its goal by expanding its marketplace; Basic Foods most likely achieved its goal by expanding its product line.

Topic:  Managing Conflict: Handling Conflicts Constructively

Learning Objective:  05-06 Identify five approaches to conflicts, explain the advantages and disadvantages of each in specific situations, and predict likely consequences of each style in those situations.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

88) Which of the following characteristics is conducive to a win-win style of negotiation?

1. A) You do not need a long-term harmonious relationship.
2. B) Both parties are approximately equal in power.
3. C) The parties’ needs are not compatible.
4. D) Short-term goals are more important than long-term goals.

 

Answer:  B

Explanation:  You can use a win-win approach when both parties are approximately equal in power.

Topic:  Managing Conflict: Handling Conflicts Constructively

Learning Objective:  05-07 Demonstrate how to plan for and conduct a work-related negotiation.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

89) When you are preparing to negotiate from a win-win approach, you should do all of the following EXCEPT

1. A) clarify what your interests and needs are.
2. B) disregard cultural differences.
3. C) consider the best time to raise the issue.
4. D) plan how to express your needs using “I” language.

 

Answer:  B

Explanation:  In win-win negotiating, you should consider the cultural sensibilities of your negotiating partner.

Topic:  Managing Conflict: Handling Conflicts Constructively

Learning Objective:  05-07 Demonstrate how to plan for and conduct a work-related negotiation.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

90) Which of the following is NOT one of the steps in conducting a successful win-win approach to negotiating?

1. A) Identify the needs of both parties.
2. B) Conceal your true goals.
3. C) Brainstorm a list of possible solutions.
4. D) Evaluate the alternative solutions.

 

Answer:  B

Explanation:  Win-win negotiators need to share the goals they are seeking, so they can work together find a solution that meets the needs of all involved.

Topic:  Managing Conflict: Handling Conflicts Constructively

Learning Objective:  05-07 Demonstrate how to plan for and conduct a work-related negotiation.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

91) An important FIRST step in conducting a win-win negotiation is to

1. A) identify the needs of both parties.
2. B) evaluate possible solutions.
3. C) follow up on the solution.
4. D) define criteria for workable solutions.

 

Answer:  A

Explanation:  The first step in conducting a negotiation is to identify the ends that both parties are seeking.

Topic:  Managing Conflict: Handling Conflicts Constructively

Learning Objective:  05-07 Demonstrate how to plan for and conduct a work-related negotiation.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

92) The LAST step in conducting a win-win negotiation is to

1. A) evaluate how well the solution has been working.
2. B) evaluate possible solutions.
3. C) implement the solution.
4. D) brainstorm possible solutions.

 

Answer:  A

Explanation:  After you have implemented the solution, wait a little while, and then follow up to see how well it’s working.

Topic:  Managing Conflict: Handling Conflicts Constructively

Learning Objective:  05-07 Demonstrate how to plan for and conduct a work-related negotiation.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

93) All of the following will hinder effective negotiating EXCEPT

1. A) parties insist on using their favored means for achieving a solution.
2. B) parties don’t back off from their initial positions.
3. C) parties focus on means, not ends.
4. D) parties attempt to find creative solutions that meet everyone’s needs, rather than forcing their initial positions.

 

Answer:  D

Explanation:  Win-win negotiation is hindered when parties insist on their own pre-conceived means and positions.

Topic:  Managing Conflict: Handling Conflicts Constructively

Learning Objective:  05-07 Demonstrate how to plan for and conduct a work-related negotiation.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

94) Which of the following is true about win-win negotiation?

1. A) A win-win approach is always the best approach to negotiation.
2. B) It is always possible to create a mutually agreeable solution.
3. C) Win-win negotiation attempts to find solutions that meet all parties’ needs.
4. D) Any time is the right time for win-win negotiation.

 

Answer:  C

Explanation:  Win-win negotiation is not always possible; the timing and the conditions must be favorable.

Topic:  Managing Conflict: Handling Conflicts Constructively

Learning Objective:  05-07 Demonstrate how to plan for and conduct a work-related negotiation.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

95) Which of the following are examples of successfully preparing to negotiate?

 

1. A) Honoka makes a list of goals her company wants to achieve before negotiations.
2. B) Luciana prods her boss to begin negotiations soon after he suffered a personal loss.
3. C) Mateo does extensive research about Japanese culture before negotiating with Kiyoshi Enterprises.
4. D) Hoshi made a mental note to use “I” language during negotiations.

 

Answer:  A, C, D

 

To prepare well for negotiations, a person should focus on the goals or ends he or she wants to attain, research the cultural background of the negotiating party, and be sure to use “I” language during the meetings.

Topic:  Managing Conflict: Handling Conflicts Constructively

Learning Objective:  05-07 Demonstrate how to plan for and conduct a work-related negotiation.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

96) Expressing opinions on matters that aren’t one’s own business is considered to be a communication trait of unpleasant co-workers.

 

Answer:  TRUE

Explanation:  Meddling in others’ affairs is a negative communication trait.

Topic:  Dealing with Difficult People and Situations

Learning Objective:  05-02 Explain communication behaviors that exacerbate and alleviate workplace incivility and bullying.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

97) Talking about non-work-related issues during working hours is considered to be a communication trait of unpleasant co-workers.

 

Answer:  TRUE

Explanation:  Distracting others from work is a negative communication trait.

Topic:  Dealing with Difficult People and Situations

Learning Objective:  05-02 Explain communication behaviors that exacerbate and alleviate workplace incivility and bullying.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

98) It is not possible to critique an employee’s performance in a respectful way.

 

Answer:  FALSE

Explanation:  Critique of employees is most successful when it’s delivered with respect and dignity.

Topic:  Interpersonal Skills and Success: Affirming Dignity; Sharing Feedback: Offering and Responding to Criticism

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

99) Workplaces where workers are not treated with dignity are at higher risk for lawsuits compared to workplaces where workers are treated respectfully.

 

Answer:  TRUE

Explanation:  Assaults on dignity put organizations at greater risk for lawsuits.

Topic:  Interpersonal Skills and Success: Affirming Dignity

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

100) When you praise a coworker, it is best to use very high-level abstractions.

 

Answer:  FALSE

Explanation:  If you describe exactly what you appreciate when you give praise, you’ll help the receiver know what behavior to continue.

Topic:  Sharing Feedback: Giving Praise

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

101) In collectivist cultures, it’s best to deliver praise in private, where others cannot overhear.

 

Answer:  TRUE

Explanation:  In collectivist cultures, it can embarrass a worker if they are praised in front of others, so deliver praise in private.

Topic:  Sharing Feedback: Giving Praise

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

102) If you are offering criticism, it is more effective to deal with several issues together, rather than limiting the discussion to one topic.

 

Answer:  FALSE

Explanation:  When you are delivering constructive criticism, just focus on one complaint at a time.

Topic:  Sharing Feedback: Offering and Responding to Criticism

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

103) Criticism should usually be delivered in private, not within earshot of others, to help the receiver save face.

 

Answer:  TRUE

Explanation:  Deliver criticism in private, to prevent resentment and embarrassment.

Topic:  Sharing Feedback: Offering and Responding to Criticism

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

104) “You” messages usually blame the receiver rather than describing an action.

 

Answer:  TRUE

Explanation:  “You” language often accuses the receiver.

Topic:  Sharing Feedback: Offering and Responding to Criticism

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

105) Showing concern for a coworker’s feelings sends a confirming message; showing indifference sends a disconfirming message.

 

Answer:  TRUE

Explanation:  In a confirming climate, employees express interest in each other, not indifference.

Topic:  Sharing Feedback: Raising Difficult Issues

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

106) Open-minded listening to coworkers usually creates a supportive, confirming climate.

 

Answer:  TRUE

Explanation:  An open-minded approach to listening contributes to building a confirming climate.

Topic:  Sharing Feedback: Raising Difficult Issues

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

107) The two most common reactions to criticism are “fight” and “flight.”

 

Answer:  TRUE

Explanation:  Common reactions to criticism are “fight” or “flight.”

Topic:  Sharing Feedback: Offering and Responding to Criticism

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

108) Jokes are always a safe way to communicate; they are never interpreted as being disrespectful.

 

Answer:  FALSE

Explanation:  What might seem funny to one person may seem unacceptable and disrespectful to another person.

Topic:  Dealing with Difficult People and Situations: Sexual Harassment

Learning Objective:  05-03 Predict the outcomes of various verbal and nonverbal behaviors with regard to sexual harassment, and explain communication options for targets of harassment.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

109) If you are the victim of bullying in the workplace, consider several options and their potential consequences before you decide on an appropriate response.

 

Answer:  TRUE

Explanation:  There isn’t a single best response to bullying. Consider various options and their consequences before you respond.

Topic:  Dealing with Difficult People and Situations: Workplace Bullying

Learning Objective:  05-02 Explain communication behaviors that exacerbate and alleviate workplace incivility and bullying.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

110) Informal joking in the break room could never be construed as sexual harassment on the job.

 

Answer:  FALSE

Explanation:  Hostile work environment sexual harassment can arise from jokes, gestures, invasions of personal space, or even office decor.

Topic:  Dealing with Difficult People and Situations: Sexual Harassment

Learning Objective:  05-03 Predict the outcomes of various verbal and nonverbal behaviors with regard to sexual harassment, and explain communication options for targets of harassment.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

111) If you believe you are being sexually harassed, the first thing you should do is to file a legal complaint.

 

Answer:  FALSE

Explanation:  There are many ways to respond to sexual harassment that are less invasive than filing a lawsuit, such as writing a letter to the harasser, asking a third party to intervene, or reporting the incident to your human relations department.

Topic:  Dealing with Difficult People and Situations: Sexual Harassment

Learning Objective:  05-03 Predict the outcomes of various verbal and nonverbal behaviors with regard to sexual harassment, and explain communication options for targets of harassment.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

112) Research shows that conflict is a negative influence in business and therefore should be avoided as much as possible.

 

Answer:  FALSE

Explanation:  If conflict is handled effectively, it can produce good results.

Topic:  Managing Conflict

Learning Objective:  05-05 Identify and give examples of key issues that underlie workplace conflicts.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

113) The members of the Riverdell Community Council are locked in a dispute because some want to make decisions by simple majority and others want to require a two-thirds majority. This is an example of a conflict about the topic at hand.

 

Answer:  FALSE

Explanation:  If conflict focuses on procedures, this is classified as a conflict about the process.

Topic:  Managing Conflict: Causes of Conflict

Learning Objective:  05-05 Identify and give examples of key issues that underlie workplace conflicts.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

114) You are likely to improve your success as a manager if you always act in a way that pleases others.

 

Answer:  FALSE

Explanation:  Accommodating in every conflict is not a sign of effective leadership.

Topic:  Managing Conflict: Approaches to Conflict

Learning Objective:  05-05 Identify and give examples of key issues that underlie workplace conflicts.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

115) A competing approach to conflict management can also be called a “zero-sum” approach.

 

Answer:  TRUE

Explanation:  A “zero-sum” approach to conflict management is a competitive approach.

Topic:  Managing Conflict: Approaches to Conflict

Learning Objective:  05-06 Identify five approaches to conflicts, explain the advantages and disadvantages of each in specific situations, and predict likely consequences of each style in those situations.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

116) Collaboration is based on the assumption that conflict should be avoided.

 

Answer:  FALSE

Explanation:  Collaboration is based on the assumption that a conflict should be addressed openly in order to work out a solution that will meet the needs of both parties.

Topic:  Managing Conflict: Approaches to Conflict

Learning Objective:  05-06 Identify five approaches to conflicts, explain the advantages and disadvantages of each in specific situations, and predict likely consequences of each style in those situations.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

117) In a compromise, each side acts in its own self-interest.

 

Answer:  TRUE

Explanation:  In a compromise, each party has its own self-interest in mind, trying to get the best deal they can, yet willing to sacrifice something.

Topic:  Managing Conflict: Approaches to Conflict

Learning Objective:  05-06 Identify five approaches to conflicts, explain the advantages and disadvantages of each in specific situations, and predict likely consequences of each style in those situations.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

118) The term “negotiation” refers only to formal talks about a specific issue in which all parties are seated around a conference table with a mediator present.

 

Answer:  FALSE

Explanation:  Negotiation refers to formal or informal discussions of specific proposals with the goal of finding a mutually acceptable agreement.

Topic:  Managing Conflict: Handling Conflicts Constructively

Learning Objective:  05-07 Demonstrate how to plan for and conduct a work-related negotiation.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

119) One commonly used negotiating strategy is a competitive win-lose approach.

 

Answer:  TRUE

Explanation:  One common strategy of negotiation is a competitive win-lose approach.

Topic:  Managing Conflict: Handling Conflicts Constructively

Learning Objective:  05-07 Demonstrate how to plan for and conduct a work-related negotiation.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

120) A win-lose approach to negotiating is advisable when parties are competing over resources that are truly scarce.

 

Answer:  TRUE

Explanation:  It may be wise to use the win-lose approach to negotiation if resources are scarce or if the other party is really out to get everything they can at your expense.

Topic:  Managing Conflict: Handling Conflicts Constructively

Learning Objective:  05-07 Demonstrate how to plan for and conduct a work-related negotiation.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  manual

 

121) Successful negotiators focus on the means of achieving a goal, not the goal itself.

 

Answer:  FALSE

Explanation:  Successful negotiators focus on the goal they want to achieve and are willing to be flexible about the means of achieving the goal.

Topic:  Managing Conflict: Handling Conflicts Constructively

Learning Objective:  05-07 Demonstrate how to plan for and conduct a work-related negotiation.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

122) When you are preparing to participate in a win-win negotiation, it is advisable to prepare your statement of your goals ahead of time and even to practice stating it.

 

Answer:  TRUE

Explanation:  Successful negotiators practice making their goals statement quickly and clearly.

Topic:  Managing Conflict: Handling Conflicts Constructively

Learning Objective:  05-07 Demonstrate how to plan for and conduct a work-related negotiation.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

123) When parties are brainstorming potential solutions for a win-win negotiation, they should evaluate each solution as soon as it is suggested.

 

Answer:  FALSE

Explanation:  During brainstorming, encourage creativity. Do not evaluate your ideas at this time; wait until later to evaluate them.

Topic:  Managing Conflict: Handling Conflicts Constructively

Learning Objective:  05-07 Demonstrate how to plan for and conduct a work-related negotiation.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

124) What are the advantages of a workplace in which the dignity of workers is affirmed?

 

Answer:  Answers will vary.

Topic:  Interpersonal Skills and Success

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  manual

125) List and explain three of the communication characteristics that create a confirming communication climate. Provide at least one specific example of an action that typifies each characteristic.

 

Answer:  Answers will vary.

Topic:  Interpersonal Skills and Success

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  manual

 

 

 

126) Discuss guidelines for offering effective praise. Explain why each guideline is important.

 

Answer:  Answers will vary.

Topic:  Sharing Feedback: Giving Praise

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Analyze

Accessibility:  Keyboard Navigation

Gradable:  manual

 

127) Choose three pairs of adjectives from Gibbs’ categories of messages that evoke defensiveness or reduce defensiveness. For your three chosen categories, explain the meaning of each term and illustrate with an example.

 

Answer:  Answers will vary.

Topic:  Sharing Feedback: Raising Difficult Issues

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Analyze

Accessibility:  Keyboard Navigation

Gradable:  manual

128) Discuss guidelines for offering constructive criticism. Explain why each guideline is important.

 

Answer:  Answers will vary.

Topic:  Sharing Feedback: Offering and Responding to Criticism

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Analyze

Accessibility:  Keyboard Navigation

Gradable:  manual

 

129) Briefly describe a situation when you responded defensively to criticism. Draw on your text’s guidelines for responding constructively to criticism to explain at least three changes you could have made to respond more effectively.

 

Answer:  Answers will vary.

Topic:  Sharing Feedback: Offering and Responding to Criticism

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  manual

 

 

 

130) Why is it important to use “I” language when raising difficult issues? Give five examples of “you” language and then change each one into “I” language.

 

Answer:  Answers will vary.

Topic:  Sharing Feedback: Raising Difficult Issues

Learning Objective:  05-01 List important guidelines for giving effective praise, raising difficult issues, and offering and responding to criticism in a nondefensive manner.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  manual

 

131) Identify several examples of uncivil behavior that might occur in the workplace. Does the encoder always know that their behavior will be considered uncivil? Why or why not? Why is it advisable to reduce uncivil behavior?

 

Answer:  Answers will vary.

Topic:  Dealing with Difficult People and Situations: Incivility

Learning Objective:  05-02 Explain communication behaviors that exacerbate and alleviate workplace incivility and bullying.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  manual

132) Outline four possible responses to bullying. What are some possible advantages and disadvantages of each approach?

 

Answer:  Answers will vary.

Topic:  Dealing with Difficult People and Situations: Workplace Bullying

Learning Objective:  05-02 Explain communication behaviors that exacerbate and alleviate workplace incivility and bullying.

Bloom’s:  Analyze

Accessibility:  Keyboard Navigation

Gradable:  manual

 

133) Compare two types of sexual harassment. Give an example of each. Then, suggest at least five actions you could take if you were ever the victim of sexual harassment. Which action would you try first? Why?

 

Answer:  Answers will vary.

Topic:  Dealing with Difficult People and Situations: Sexual Harassment

Learning Objective:  05-03 Predict the outcomes of various verbal and nonverbal behaviors with regard to sexual harassment, and explain communication options for targets of harassment.

Bloom’s:  Apply; Analyze

Accessibility:  Keyboard Navigation

Gradable:  manual

 

 

 

134) Conflicts may be about the topic at hand, the process being used, relational issues, or ego/identity issues. Describe each type of conflict, and illustrate each one with a brief example.

 

Answer:  Answers will vary.

Topic:  Managing Conflict: Causes of Conflict

Learning Objective:  05-05 Identify and give examples of key issues that underlie workplace conflicts.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  manual

 

135) Identify five approaches to managing conflict. Explain what each one means, and provide an example of a situation in which each approach would be beneficial.

 

Answer:  Answers will vary.

Topic:  Managing Conflict: Approaches to Conflict

Learning Objective:  05-06 Identify five approaches to conflicts, explain the advantages and disadvantages of each in specific situations, and predict likely consequences of each style in those situations.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  manual

136) Explain the major differences between the win-win, win-lose, lose-lose, and compromising approaches to negotiation. How might you decide which approach to adopt when negotiating with others?

 

Answer:  Answers will vary.

Topic:  Managing Conflict: Handling Conflicts Constructively

Learning Objective:  05-07 Demonstrate how to plan for and conduct a work-related negotiation.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  manual

 

137) What are the steps in achieving a win-win solution to negotiation? List the steps in sequence, and explain what each participant should do to accomplish that step.

 

Answer:  Answers will vary.

Topic:  Managing Conflict: Handling Conflicts Constructively

Learning Objective:  05-07 Demonstrate how to plan for and conduct a work-related negotiation.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  manual

 

 

 

138) Think of a minor disagreement you have with another party. Briefly describe the disagreement. Now, identify the goal each party wants to attain. Next, identify the means each party wants to use to attain their goal. Finally, brainstorm two or three possible solutions to the disagreement.

 

Answer:  Answers will vary.

Topic:  Managing Conflict: Handling Conflicts Constructively

Learning Objective:  05-07 Demonstrate how to plan for and conduct a work-related negotiation.

Bloom’s:  Apply; Analyze

Accessibility:  Keyboard Navigation

Gradable:  manual