Ch.8-9

The department of labor has identfied which interpersonal communication skills has being necessary for successful function in the workplace?reading
listening
managing and interpreting information
Serving clients*
The evoking of shared or common meaning in another person is calledcommunication
the element of the communication model that contains the thoughts and feelings the communicator is attempting to elicit in the receiver is themessage
the window through which we interact with people and influence the quality, accuracy, and clarity of the communication is called?perceptual screen
When a supervisor sends a message to his/her employees who comprise a diverse workgroup, both parties to the message should be sensitive to?perceptual screens
a communication medium that is moderate in both information richness and data capacity is?electronic mail
as a supervisor you decide you need to communicate with several of your employees about below standard or unsatisfactory work..which of the following would be the best way to send your message?a written memo followed by face-to face meeting
Richness in a communication message refers tothe ability of the medium to convey the meaning
If one of your employees was in the early stages of expressing thoughts and feelings about a problem, especially when there may be some associated anxiety or discomfort, it would be most appropriate for you to:make affirming contact
Providing the time to identify and isolate the listener’s personal responses and exclude them from the dialogue is one of the purposes of:silence
Which of the following statements is incorrect concerning reflective listening?a-Reflective listening emphasizes personal elements of the communication process.
b-Reflective listening is particularly helpful in problem-solving situations.
c-Reflective listening emphasizes more strongly the role of the communicator.**
d-The listener’s emphasis should be on responding to the communicator, not leading the communicator.
all of the following are included in reflective listening except?a-affirming contact
b-clarifying the implicit
c-silence
d-criticism**
A software engineer has just discovered a major problem, which is not yet fully defined, in a large information system she is building for a very difficult customer. Her supervisor is listening to the engineer as she begins to talk through the problem. Which of the following responses would best exemplify the “reflecting of core feelings”?a-“I see”, “Uh-huh”…..”yes, I understand”.
b-“I hear that you are feeling very upset about the problem and may be worried about the customer’s reaction when you inform him”. **
c-Extended periods of silence.
d-I understand that you are concerned there may be a major problem with the information system”.
one way communication in contrast to two-way communicationis more efficient
In a study of managers’ communication skills and performancea-higher performing managers are better and less apprehensive communicators than lower performing managers*
b-higher performing managers had significantly greater social cognitive abilities than lower performing managers
as a supervisor in an emergency situation, you should bedirective and assertive
a barrier to effective communication isa-redundancy
b-feedback
c-status difference**
d-common language
A main method to overcome physical separation as a barrier to communication is:to increase the use of face-to-face communication
The use of new information technologies reduces status differences as a barrier to communication because:a- of its impersonal nature
b-increases polyphasic behavior
c- of the opportunity for immediate feedback
d-encourages formation of nonhierarchical working relationships**
the FAME model of leadership communication is based upon which of the following characteristics?Focus, Articulate, Model, Engage
all of the following except_____ can be used by a supervisor to reduce communication barriersa-minimizing jargon and technical language
b-encouraging formation of nonhierarchical working relationships
c-providing cross-cultural training
d-encouraging men and women to interact the same way**
An effective method to reduce or overcome barriers to communication due to gender differences is to:a-frequently use metaphors
b-attempt to use more technical terms with precise meanings
c-seek clarification meaning
d-use face-to-face communication**
Which of the following is NOT considered a result or outcome of defensive communication?a-assertive but accurate message sending**
b-increased nonworktime
c-retaliation
d-aggression/abuse
which of the following is NOT one of the 4 basic rules used to prevent defensive communication?a-define the situation
b-clarify person’s purpose
c-acknowldege the person’s feelings
d-bring the focus back to the person**
defensive communication can lead tostrained work relationships
You witness an incident at work where a supervisor loudly criticizes an employee in front of several other employees. Later, you learn that the employee didn’t make any mistake. The supervisor’s communication is an example of:a-nondefensive communication
b-territorial space violation
c-paralanguage
d-dominant defensiveness
Passive-aggressive communication and behavior frequently end up as?a-dominant defensive behavior**
b-subordinate defensive behavior
A manager comments to her secretary, “How come Nancy (a word processor) is always hard to find when there is a deadline? She is a loafer.” This is an example of:a-deception
b-regression
c-misleading information
d-labeling**
A defensive tactic where an individual attempts to manipulate and control others is:power play
which of the following is NOT a characteristic of non-defensive communication and behavior?a-informative
b-realistic
c-controlled
d-evasive
Which of the following statements is an example of nondefensive communication?“I received the report from Dan yesterday and have briefly reviewed it. It looks good but I need to talk to him about one recommendation before I approve it.”
As much as 65 to 90 percent of the substance or content of a message sent in person can be through:nonverbal communication
Nonverbal communication can be utilized in which of the following communication situationsa-committe meeting**
b-email
c-voicemail
d-telephone call
Friends typically interact within thePersonal distance zone
Persons from many other countries prefer to interact (in face-to-face situations) at a/an _____ distance.a-intimate**
b-public
c-personal
d-extended(beyond 20ft)
Americans generally do not like to communicate with one another within their:intimate distance
The study of an individual’s perception and use of space, including territorial space, is called:proxemics
Seating arrangements and dynamics can be examined in a/an _____ study.proxemics
You are chairing quality circle meetings with your employees and want to maximize opportunities for all to speak and contribute. The seating arrangement and table shape to accomplish this should be:a-square
b-round**
c-rectangular
To facilitate direct and open communication, which of the following seating arrangements would be most appropriate?seat the other party across a corner of your desk from you or in a place where you will be a right angles
In nonverbal communication, the study of body movements, including posture, is known as:kinesics
positive healthy communication is achieved whena-there is a balance between the head and the heart
b-a person displays positive emotional competence and has a healthy conversation between thoughts and feelings
c-working together is taken for its interpersonal and intrapersonal meaning
d-all of these**
at the core of personal integrity as displayed by executives ishealthy communication
Personal integrity in positive, healthy communication is achieved through:emotional competence (and a stable balance of head and heart)
Which form of communication has high to moderate data capacity and moderate to low information richness?written communication
Which of the following statements about communication technologies is not true?a-Computer-mediated communication is impersonal in nature.
b-Communication technologies equalize participation.
c-Communication technologies encourage polyphasic activity.
d-Significant disparities in participation levels of persons within the group.***
Many of the communications technologies significantly limit or eliminate _____ forms of communication.nonverbal
The use of new technologies encourages what kind of activity?polyphasic
work groups place a strong emphasis ona-shared leadership**
b-mutual accountability
c-products that require collective work
(all of these are true, maybe A places the strongest emphasis)
A group is a collection of two or more persons with common interests or objectives, whereas a work team:is usually a small number of people with complementary skills who are committed to a common goal for which they are mutually accountable
A small number of people with complementary skills who are committed to a common mission, performance goals, and approach for which they hold themselves mutually accountable is known as a/an:work team
Groups emphasize all of the following except:collective work products
which is a characteristic of a well functioning group?people express both their feelings and their thoughts
Teams are appropriate where:the knowledge and talent of workers are dispersed across members and require integration
A beneficial team environment is one where an individual does the following:comes up with initiatives
The two sets of social benefits available to team or group members includes:psychological intimacy and integrated involvement
Integrated involvement as a social benefit of group or team membership includes:opportunity for influence
The standards that a work group uses to evaluate the behavior of its members are called:norms of behavior
The behavioral norms expected within work groups and considered to be among the most important from the organization’s perspective are known asorganizational culture and credos
Which of the following statements regarding group cohesion is NOT accurate?highly cohesive groups tend to have higher interpersonal exchanges away from the workplace.
Social loafing is usually:detrimental to the group and may cause interpersonal conflict within the group
A method for countering social loafing includes:a-motivational training
b-formal evaluation of member contributions**
c-emphasizing task functions
d-setting clear group goals
People may engage in immoral acts or even violent behavior as committed members of their group when:a-group cohesion declines
b-social loafing is emphasized
c-there is a loss of individuality**
d-there is not a norm for moral behavior
All of the following would be considered positive norms of behavior within a group except:loss of individuality
According to the group development model discussed in the text, a group addresses which of the following issues?interpersonal, task, and authority issues
Which of the following includes the set of interpersonal issues that need to be addressed according to the group development model?trust, personal comfort, and security
According to the group development model, which of the following set of issues need to be addressed as part of a group’s authority issues?who is in charge, management of power and influence, and who has the right to tell whom to do what
examples of formal or deliberately designed groups in a work setting?-project teams, council of department heads, executive committee
NOT : lunch hour table group
an emergent group is known as aninformal group
Dependence on guidance and direction is the defining characteristic in what stage of group development?forming
Which stage requires that team members feel they are a part of the team for further progression in group development to occur?Forming
At what stage of group development does the leader need to adopt a coaching style due to team challenges?Storming
At what stage of group development is the leader’s role primarily one of recognition of the group’s achievements?At what stage of group development is the leader’s role primarily one of recognition of the group’s achievements?
Which of the following statements best reflects the punctuated equilibrium model of group development?a-teams experience relational conflicts at different times and in different contexts
b-groups dont necessarily progress linearly from one stage to another in sequential steps or stages
c-groups alternate between periods of inertia and progress toward goals with bursts of energy
d-all of these**
The notion that groups alternate between periods of inertia and bursts of energy as they develop is most consistent with:punctuated equilibrium
The development of group cohesiveness is negatively influenced by:internal competition
The set of authority and task relations among group members is known as:status structure
An effective team exhibits:shared leadership
Which of the following is NOT a maintenance function of a group?harmonizing conflicts
elaborating concepts**
following others’ leads
setting standards
Task functions relate to a group’s efforts to complete an assignment. These functions include all of the following except:a-seeking information
b-coordinating activities
c-testing ideas
d-consensus testing**
As a member of a quality circle, you frequently check with other members to make sure all are focused on the same problem and that everyone has opportunities to contribute. You are performing the group maintenance function of:a-seeking consensus
b-testing ideas
c-gatekeeping communication**
d-giving information
Tension reduction activities are considereda-maintenance function**
b-leadership function
c-management function
d-conflict resolution function
Work team effectiveness in the new team environment requires attention by management to both:team structure and team process
The contributor role in a team is usually occupied by someone who:provides data and necessary information for problem solutions
An important role in the performance of cross-functional teams is:a-contributor
b-data generator
c-challenger
d-integrator**
Cooperative rewards in work teams will have the most effective impact ona-speed of performance
b-accuracy of performance **
c-individual satisfaction
d-none of these
All of the following are considered important work process issues except:a-diversity
b-creativity
c-dissimilarity
d-role specification**
Which of the following is most accurate regarding the impact of dissimilarity on teams and team members?Value dissimilarity is negatively related to team involvement (but positively related to task and relationship conflict)
Which does NOT enhance creativity?a-building playground
b-team diversity
c-facilitator training
d-conformity
A team-oriented work environment places emphasis on:empowerment and collaboration
Which of the following is not considered to be a foundation for successful teamwork?a-working together
b-empowerment skills
c-goal clarity**
d-process skills
Self-managed teams are sometimes called:autonomous work groups
Hambrick and Fukutomi’s research on CEO tenure found that the second stage of tenure involved:experimentation
Upper echelon theory argues that:characteristics of the top management team can predict organizational characteristics
For successful chief executive officers, their peak performance years are usually after:5-7 years
A “wild turkey” in the top management team is:a devil’s advocate who challenges the thinking of the CEO and other top executives