question

The department of labor has identfied which interpersonal communication skills has being necessary for successful function in the workplace?

answer

reading listening managing and interpreting information Serving clients*

question

The evoking of shared or common meaning in another person is called

answer

communication

question

the element of the communication model that contains the thoughts and feelings the communicator is attempting to elicit in the receiver is the

answer

message

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the window through which we interact with people and influence the quality, accuracy, and clarity of the communication is called?

answer

perceptual screen

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When a supervisor sends a message to his/her employees who comprise a diverse workgroup, both parties to the message should be sensitive to?

answer

perceptual screens

question

a communication medium that is moderate in both information richness and data capacity is?

answer

electronic mail

question

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?

answer

a written memo followed by face-to face meeting

question

Richness in a communication message refers to

answer

the ability of the medium to convey the meaning

question

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:

answer

make affirming contact

question

Providing the time to identify and isolate the listener's personal responses and exclude them from the dialogue is one of the purposes of:

answer

silence

question

Which of the following statements is incorrect concerning reflective listening?

answer

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.

question

all of the following are included in reflective listening except?

answer

a-affirming contact b-clarifying the implicit c-silence d-criticism**

question

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"?

answer

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".

question

one way communication in contrast to two-way communication

answer

is more efficient

question

In a study of managers' communication skills and performance

answer

a-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

question

as a supervisor in an emergency situation, you should be

answer

directive and assertive

question

a barrier to effective communication is

answer

a-redundancy b-feedback c-status difference** d-common language

question

A main method to overcome physical separation as a barrier to communication is:

answer

to increase the use of face-to-face communication

question

The use of new information technologies reduces status differences as a barrier to communication because:

answer

a- of its impersonal nature b-increases polyphasic behavior c- of the opportunity for immediate feedback d-encourages formation of nonhierarchical working relationships**

question

the FAME model of leadership communication is based upon which of the following characteristics?

answer

Focus, Articulate, Model, Engage

question

all of the following except_____ can be used by a supervisor to reduce communication barriers

answer

a-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**

question

An effective method to reduce or overcome barriers to communication due to gender differences is to:

answer

a-frequently use metaphors b-attempt to use more technical terms with precise meanings c-seek clarification meaning d-use face-to-face communication**

question

Which of the following is NOT considered a result or outcome of defensive communication?

answer

a-assertive but accurate message sending** b-increased nonworktime c-retaliation d-aggression/abuse

question

which of the following is NOT one of the 4 basic rules used to prevent defensive communication?

answer

a-define the situation b-clarify person's purpose c-acknowldege the person's feelings d-bring the focus back to the person**

question

defensive communication can lead to

answer

strained work relationships

question

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:

answer

a-nondefensive communication b-territorial space violation c-paralanguage d-dominant defensiveness

question

Passive-aggressive communication and behavior frequently end up as?

answer

a-dominant defensive behavior** b-subordinate defensive behavior

question

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:

answer

a-deception b-regression c-misleading information d-labeling**

question

A defensive tactic where an individual attempts to manipulate and control others is:

answer

power play

question

which of the following is NOT a characteristic of non-defensive communication and behavior?

answer

a-informative b-realistic c-controlled d-evasive

question

Which of the following statements is an example of nondefensive communication?

answer

"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."

question

As much as 65 to 90 percent of the substance or content of a message sent in person can be through:

answer

nonverbal communication

question

Nonverbal communication can be utilized in which of the following communication situations

answer

a-committe meeting** b-email c-voicemail d-telephone call

question

Friends typically interact within the

answer

Personal distance zone

question

Persons from many other countries prefer to interact (in face-to-face situations) at a/an _____ distance.

answer

a-intimate** b-public c-personal d-extended(beyond 20ft)

question

Americans generally do not like to communicate with one another within their:

answer

intimate distance

question

The study of an individual's perception and use of space, including territorial space, is called:

answer

proxemics

question

Seating arrangements and dynamics can be examined in a/an _____ study.

answer

proxemics

question

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:

answer

a-square b-round** c-rectangular

question

To facilitate direct and open communication, which of the following seating arrangements would be most appropriate?

answer

seat the other party across a corner of your desk from you or in a place where you will be a right angles

question

In nonverbal communication, the study of body movements, including posture, is known as:

answer

kinesics

question

positive healthy communication is achieved when

answer

a-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**

question

at the core of personal integrity as displayed by executives is

answer

healthy communication

question

Personal integrity in positive, healthy communication is achieved through:

answer

emotional competence (and a stable balance of head and heart)

question

Which form of communication has high to moderate data capacity and moderate to low information richness?

answer

written communication

question

Which of the following statements about communication technologies is not true?

answer

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.***

question

Many of the communications technologies significantly limit or eliminate _____ forms of communication.

answer

nonverbal

question

The use of new technologies encourages what kind of activity?

answer

polyphasic

question

work groups place a strong emphasis on

answer

a-shared leadership** b-mutual accountability c-products that require collective work (all of these are true, maybe A places the strongest emphasis)

question

A group is a collection of two or more persons with common interests or objectives, whereas a work team:

answer

is usually a small number of people with complementary skills who are committed to a common goal for which they are mutually accountable

question

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:

answer

work team

question

Groups emphasize all of the following except:

answer

collective work products

question

which is a characteristic of a well functioning group?

answer

people express both their feelings and their thoughts

question

Teams are appropriate where:

answer

the knowledge and talent of workers are dispersed across members and require integration

question

A beneficial team environment is one where an individual does the following:

answer

comes up with initiatives

question

The two sets of social benefits available to team or group members includes:

answer

psychological intimacy and integrated involvement

question

Integrated involvement as a social benefit of group or team membership includes:

answer

opportunity for influence

question

The standards that a work group uses to evaluate the behavior of its members are called:

answer

norms of behavior

question

The behavioral norms expected within work groups and considered to be among the most important from the organization's perspective are known as

answer

organizational culture and credos

question

Which of the following statements regarding group cohesion is NOT accurate?

answer

highly cohesive groups tend to have higher interpersonal exchanges away from the workplace.

question

Social loafing is usually:

answer

detrimental to the group and may cause interpersonal conflict within the group

question

A method for countering social loafing includes:

answer

a-motivational training b-formal evaluation of member contributions** c-emphasizing task functions d-setting clear group goals

question

People may engage in immoral acts or even violent behavior as committed members of their group when:

answer

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

question

All of the following would be considered positive norms of behavior within a group except:

answer

loss of individuality

question

According to the group development model discussed in the text, a group addresses which of the following issues?

answer

interpersonal, task, and authority issues

question

Which of the following includes the set of interpersonal issues that need to be addressed according to the group development model?

answer

trust, personal comfort, and security

question

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?

answer

who is in charge, management of power and influence, and who has the right to tell whom to do what

question

examples of formal or deliberately designed groups in a work setting?

answer

-project teams, council of department heads, executive committee NOT : lunch hour table group

question

an emergent group is known as an

answer

informal group

question

Dependence on guidance and direction is the defining characteristic in what stage of group development?

answer

forming

question

Which stage requires that team members feel they are a part of the team for further progression in group development to occur?

answer

Forming

question

At what stage of group development does the leader need to adopt a coaching style due to team challenges?

answer

Storming

question

At what stage of group development is the leader's role primarily one of recognition of the group's achievements?

answer

At what stage of group development is the leader's role primarily one of recognition of the group's achievements?

question

Which of the following statements best reflects the punctuated equilibrium model of group development?

answer

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**

question

The notion that groups alternate between periods of inertia and bursts of energy as they develop is most consistent with:

answer

punctuated equilibrium

question

The development of group cohesiveness is negatively influenced by:

answer

internal competition

question

The set of authority and task relations among group members is known as:

answer

status structure

question

An effective team exhibits:

answer

shared leadership

question

Which of the following is NOT a maintenance function of a group?

answer

harmonizing conflicts elaborating concepts** following others' leads setting standards

question

Task functions relate to a group's efforts to complete an assignment. These functions include all of the following except:

answer

a-seeking information b-coordinating activities c-testing ideas d-consensus testing**

question

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:

answer

a-seeking consensus b-testing ideas c-gatekeeping communication** d-giving information

question

Tension reduction activities are considered

answer

a-maintenance function** b-leadership function c-management function d-conflict resolution function

question

Work team effectiveness in the new team environment requires attention by management to both:

answer

team structure and team process

question

The contributor role in a team is usually occupied by someone who:

answer

provides data and necessary information for problem solutions

question

An important role in the performance of cross-functional teams is:

answer

a-contributor b-data generator c-challenger d-integrator**

question

Cooperative rewards in work teams will have the most effective impact on

answer

a-speed of performance b-accuracy of performance ** c-individual satisfaction d-none of these

question

All of the following are considered important work process issues except:

answer

a-diversity b-creativity c-dissimilarity d-role specification**

question

Which of the following is most accurate regarding the impact of dissimilarity on teams and team members?

answer

Value dissimilarity is negatively related to team involvement (but positively related to task and relationship conflict)

question

Which does NOT enhance creativity?

answer

a-building playground b-team diversity c-facilitator training d-conformity

question

A team-oriented work environment places emphasis on:

answer

empowerment and collaboration

question

Which of the following is not considered to be a foundation for successful teamwork?

answer

a-working together b-empowerment skills c-goal clarity** d-process skills

question

Self-managed teams are sometimes called:

answer

autonomous work groups

question

Hambrick and Fukutomi's research on CEO tenure found that the second stage of tenure involved:

answer

experimentation

question

Upper echelon theory argues that:

answer

characteristics of the top management team can predict organizational characteristics

question

For successful chief executive officers, their peak performance years are usually after:

answer

5-7 years

question

A "wild turkey" in the top management team is:

answer

a devil's advocate who challenges the thinking of the CEO and other top executives

MGT 303 Ch.8-9 – Flashcards

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