Quiz
Chapter 13
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Fragen in diesem Quiz (30)
1Dina recently started work on the sorting line in a factory that makes chocolate candy. Every day she gets a lunch break, plus two 15-minute breaks. One day, her boss tells her that her 15-minute breaks have been reduced to 10-minute breaks. This news makes Dina angry, but she dislikes arguing and does not think she could articulate her argument anyway. Which strategy for managing conflict will Dina most likely use?
- Aaccommodative strategy
- Bconflict-avoidance strategy
- Ccollaboration strategy
- Dcompromising strategy
- Ecompetitive strategy
2Fiona and Julianna are the owners of a small company. They are moving to a new office space and need to decide on a layout that will work best for them and their 12 employees. Fiona wants to have one big communal workspace for all employees, including Julianna and herself. Julianna wants offices for Fiona, herself, and their two department managers and cubicles for all other employees. Which of the following uses a compromising strategy to resolve this conflict?
- AThey agree to redefine the workspace so that Julianna and Fiona have will have distinct office areas that are included within one workspace.
- BFiona prevails, and the company ends up with one communal workspace.
- CThey agree that Julianna and Fiona will have offices whereas the department managers and other employees will share a communal workspace.
- DFiona allows Julianna to implement her office plan because she is the senior partner.
- EFiona avoids talking to Julianna about their different views of the new office space.
3The process of discussion that leads to an agreement and is frequently used to solve a conflict is
- Anegotiation.
- Bconstructive feedback.
- Cback-channeling.
- Dparalanguage.
- Eheuristics.
4Sandra looks Jorge in the eyes to show him she is sincere about her topic. What type of nonverbal communication does this demonstrate?
- Abody language
- Buse of space
- Cuse of time
- Dparalanguage
- Epower distance
5Hakim is the executive accountant for a company that makes custom glass products. Tad is the production manager for the same company. Their boss has asked them to join together to figure out a way to reduce their company's carbon footprint without sending the company into debt or severely hindering its ability to make its products. Tad and Hakim disagree on how exactly to achieve this goal, but they agree to work together to find a resolution that meets everyone's needs. What type of conflict management strategy are Hakim and Tad using?
- Acompromising strategy
- Bconflict-avoidance strategy
- Caccommodative strategy
- Dcollaboration strategy
- Ecompetitive strategy
6Dayson wears a suit, tie, and polished dress shoes to a meeting with clients to convey the message that he respects them and takes their business relationship seriously. What type of nonverbal communication is Dayson using?
- Ause of space
- Buse of time
- Cbody language
- Dgestures
- Eparalanguage
7Which of the following is true of taking minutes at a meeting?
- AAll minutes are highly formal, with headings and complete sentences.
- BAll minutes should note excused or unexcused absences.
- CMinutes should reflect an objective account of the topics covered at the meeting.
- DRecorded minutes are always voted on by group members before they are accepted.
- EAll meeting minutes are informal and generally resemble casually written notes.
8Emilio is the president of a small furniture manufacturing company. One of the employees on the design team has been acting disrespectfully toward her manager, and it has reached the point where Emilio needs to step in and have a conversation with her. Which of the following sentences would be most appropriate for Emilio to say during the conversation?
- AThis is hard for me to say, but if you don't stop acting this way, there will be consequences.
- BI feel bad about this, but I need you to understand how inappropriate this is.
- CIt hurts me to have to tell you that there will be consequences if this situation doesn't change.
- DI understand the you believe your actions have been misinterpreted.
- EHaving conversations like this is hard for me.
9Which of the following is one of "The Ten Commandments of Listening"?
- AYou should interrupt the speaker as often as necessary to clarify any confusion about the message.
- BYou must be ready to argue because it demonstrates that you are thinking about the message carefully.
- CWhen listening, you should encourage a slow speaker to get to the point more quickly.
- DYou must empathize with the speaker because this will result in a true exchange of information.
- EWhen listening, you must concentrate on what you are going to say next.
10Which of the following statements about the timing of a conversation is true?
- ATiming is of little consequence if the conversation is important.
- BYou will get the best results if you delay your conversation until your audience is likely to be most receptive.
- CIt is okay to interrupt another conversation if you have an important topic to discuss.
- DEven if you have a message about an emergency, good manners require that you do not interrupt another conversation.
- EPeople are most receptive when they are busy because they are already alert.
11Phil Chen, a project manager for Patterson Casting, Inc., has a direct telephone line where clients can reach him. Which of the following would be the most effective way for him to answer his calls?
- AHello. Can I assist you?
- BPhil Chen speaking.
- CHow may I assist you?
- DHello. You have called Patterson Casting. Who are you?
- EHello. You have called Patterson Casting. Who are you?
Patterson Casting. Phil Chen speaking. May I help you?
12Which of the following is a good practice when conducting meetings?
- AYou should allow the people who are comfortable talking to dominate the discussion.
- BThe meeting should have minimal structure for flexibility and to allow the free flow of ideas.
- CThere shouldn't be any time constraints on discussing topics so that the group members can be thorough while making a decision.
- DAfter a key item has been discussed, you should summarize the information that has been covered and concluded so far.
- EYou should ask those participants who talk too little why they aren't saying anything.
13Paralanguage refers to the
- Anon-words speakers use to fill pauses, such as er and um.
- Bhints and signals in the way words are delivered, such as emphasis, volume, and pitch.
- Cnonverbal gestures and movements that convey meaning alongside words.
- Dway words are fitted to the listener's level of understanding.
- Eaverage number of words spoken by a person during an informal conversation.
14Agnetha, a CEO, is very angry with one of her managers for lying to a client about the progress of a project. As she talks to the manager about this, she speaks forcefully and emphasizes certain words and phrases to convey her feelings. What type of nonverbal communication does this represent?
- Afacial expression
- Buse of space
- Cuse of time
- Dbody language
- Eparalanguage
15Which of the following examples involves a topic that should be avoided during small talk?
- ABefore the meeting, Dimitri asks Anabella if she has ever gone fishing.
- BDuring a business lunch, Zaid mentions that he recently saw a great movie.
- CBefore a sales presentation, Lily asks Judith if she has ever been divorced
- DAfter a seminar, Monserrat mentions that she got tickets to Saturday's baseball game
- EDuring a business breakfast, Greta talks about making Swedish pancakes.
16Which of the following examples is an effective voice mail technique?
- AChloe leaves only her name and number in order to be as efficient as possible.
- BElijah begins a voice mail with an overview of the message and then continues with the details.
- CAiden tells the listener to take action at the beginning of his message.
- DLeah avoids directly asking the listener to return her call because by leaving a voice message, she is implying that the listener should call her back.
- EOwens speaks quickly to ensure that the entire message is recorded.
17Eileen Nguyen works for the city and needs to call Bridgeview Engineering to discuss some repairs the company will be making to one of the city's bridges. Which of the following should Eileen use as a good conversation starter?
- AI have some questions regarding the upcoming repairs to the Sunset Bridge. Whom can I talk to?
- BIs there someone I can talk to regarding the upcoming repairs to the Sunset Bridge?
- CThis is Eileen. May I know who is handling the Sunset Bridge repairs?
- DHello. Do you work for Bridgeview Engineering? Can you go and find someone who can help me with some queries regarding the upcoming repairs to the Sunset Bridge?
- EThis is Eileen Nguyen from the city's Roads and Bridges division. We have a question regarding the upcoming repairs to the Sunset Bridge. May I speak with someone who can help me?
18Geraldo is managing a virtual team for the first time, and he is concerned about team dynamics. Which of the following actions specifically relates to improving team dynamics?
- Amaking sure all team members share an understanding of what is due and when
- Bconveying to team members what the company expects in terms of dress when working from home
- Censuring that all team members have access to and training on the technology they will use
- Dconsidering the right channels for people to transmit information outside meetings
- Easking people to mute their microphones when they are not speaking during virtual meetings
19Which of the following statements about nonverbal communication is true?
- AIt is always used to supplement and reinforce our words.
- BIt plays a relatively minor role in communication.
- CIt sometimes communicates meaning by itself.
- DIt involves the use of written but not spoken words.
- EIt has little impact on first impressions.
20In terms of effective phone procedures, when initiating a phone conversation, you should
- Adominate the conversation.
- Bmake extensive small talk before stating the purpose of your call.
- Cstate your purpose and use the listener's time efficiently by sticking to the point.
- Dget the point across even if it requires interrupting the speaker.
- Espeak only when the listener asks a question.
21Which of the following statements about organizational culture is true?
- AOrganizational culture usually guides what you can do, but not what you write or say.
- BMany times the rules for organizational culture are unwritten.
- CIf you are chosen to fill a position, that means you already fit in with the organization's culture.
- DOrganizational culture is the same from company to company.
- EWritten communication reinforces organizational culture, but oral communication changes organizational culture.
22When screening a phone call, an assistant to a busy executive must
- Acourteously ask the purpose of the call.
- Bput the caller on hold for however long it takes the executive to be ready
- Cpromise to have the executive return the call.
- Dpromptly redirect the call to another assistant.
- Edisconnect the call if the executive is busy.
23Which of the following is true of the courteous use of cell phones?
- AYou should use your cell phone at social gatherings to keep in touch with your contacts.
- BYou should never turn off the ringer because you might miss important calls.
- CYou should place calls while driving to make the best use of your time.
- DYou should place your cell phone on the table while eating.
- EYou should call from a quiet place, away from other people.
24The leader of a meeting should
- Aencourage participation from those group members who talk too little.
- Ballow off-topic discussions in order to keep his audience interested.
- Crefrain from summarizing every key item in order to save time.
- Ddiscourage time-consuming activities like taking minutes.
- Ebegin with topics that are not part of the agenda to warm up the participants.
25Laurel works in the marketing department of a large electronics manufacturer. The company is releasing a new line of handheld gaming devices, and Laurel assembles a marketing plan, which she brings to Jamila, her manager. Jamila tells Laurel that, due to budget restrictions, they need to eliminate the television advertising and stick to print and online ads. Laurel thinks this is a bad idea for that particular product and says so. Then she agrees to Jamila's changes in the hopes that this will build goodwill so Jamila will give her more leeway on a future project. What conflict management strategy is Laurel using in this example?
- Aconflict-avoidance strategy
- Bcompromising strategy
- Ccollaboration strategy
- Daccommodative strategy
- Ecompetitive strategy
26Sakura is the leader of a committee in which a member named Jenn is dominating the conversation and pulling it off topic. Which of the following actions should Sakura take?
- AEnd the meeting even though some topics have not been covered.
- BAsk Jenn to quickly conclude her discussion of the off-topic item.
- CAllow Jenn to keep talking, but steer her back on topic.
- DInterrupt Jenn with obvious annoyance and criticize her for talking so much.
- ETactfully interrupt Jenn, summarize the discussion, and move to the next topic.
27Which of the following should you avoid when delivering negative feedback?
- Abasing your feedback on logic
- Busing second person ("you") when giving criticism
- Casking for clarification during a difficult part of the feedback
- Dsticking to evidence that both you and the other person would agree on
- Eusing a positive tone for difficult but constructive feedback
28Objective, helpful comments that build goodwill, improve others' work, and help both parties achieve their goals are called
- Aparalanguage.
- Bconstructive feedback.
- Cback-channeling.
- Dheuristics.
- Esmall talk.
29Victoria Sanchez has a telephone job interview scheduled with Kiara Turner, the HR manager at the hiring company. In order to be courteous, which of the following would be the most appropriate way to begin the telephone conversation?
- ACould you connect me to Kiara Turner, please? She's expecting my call at this time.
- BThis is Victoria calling for Kiara.
- CIs Ms. Kiara Turner in?
- DMay I speak with the HR manager, Kiara Turner?
- EThis is Victoria Sanchez. May I speak with Ms. Kiara Turner? We have a telephone interview scheduled today.
30________ strategies involves a win-lose proposition.
- ACompromising and collaboration
- BCollaboration and competitive
- CConflict-avoidance and competitive
- DAccommodative and compromising
- EAccommodative and collaboration
Informationen
- Beschreibung
- final review
- Autor
- Holly Harper
- Sprache
- English
- Aufrufe
- 58
- Schlagwörter
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