Holly Harper
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Chapter 13

Question 1 of 30

1

Dina 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?

Select one of the following:

  • accommodative strategy

  • conflict-avoidance strategy

  • collaboration strategy

  • compromising strategy

  • competitive strategy

Explanation

Question 2 of 30

1

Fiona 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?

Select one of the following:

  • They agree to redefine the workspace so that Julianna and Fiona have will have distinct office areas that are included within one workspace.

  • Fiona prevails, and the company ends up with one communal workspace.

  • They agree that Julianna and Fiona will have offices whereas the department managers and other employees will share a communal workspace.

  • Fiona allows Julianna to implement her office plan because she is the senior partner.

  • Fiona avoids talking to Julianna about their different views of the new office space.

Explanation

Question 3 of 30

1

The process of discussion that leads to an agreement and is frequently used to solve a conflict is

Select one of the following:

  • negotiation.

  • constructive feedback.

  • back-channeling.

  • paralanguage.

  • heuristics.

Explanation

Question 4 of 30

1

Sandra looks Jorge in the eyes to show him she is sincere about her topic. What type of nonverbal communication does this demonstrate?

Select one of the following:

  • body language

  • use of space

  • use of time

  • paralanguage

  • power distance

Explanation

Question 5 of 30

1

Hakim 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?

Select one of the following:

  • compromising strategy

  • conflict-avoidance strategy

  • accommodative strategy

  • collaboration strategy

  • competitive strategy

Explanation

Question 6 of 30

1

Dayson 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?

Select one of the following:

  • use of space

  • use of time

  • body language

  • gestures

  • paralanguage

Explanation

Question 7 of 30

1

Which of the following is true of taking minutes at a meeting?

Select one of the following:

  • All minutes are highly formal, with headings and complete sentences.

  • All minutes should note excused or unexcused absences.

  • Minutes should reflect an objective account of the topics covered at the meeting.

  • Recorded minutes are always voted on by group members before they are accepted.

  • All meeting minutes are informal and generally resemble casually written notes.

Explanation

Question 8 of 30

1

Emilio 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?

Select one of the following:

  • This is hard for me to say, but if you don't stop acting this way, there will be consequences.

  • I feel bad about this, but I need you to understand how inappropriate this is.

  • It hurts me to have to tell you that there will be consequences if this situation doesn't change.

  • I understand the you believe your actions have been misinterpreted.

  • Having conversations like this is hard for me.

Explanation

Question 9 of 30

1

Which of the following is one of "The Ten Commandments of Listening"?

Select one of the following:

  • You should interrupt the speaker as often as necessary to clarify any confusion about the message.

  • You must be ready to argue because it demonstrates that you are thinking about the message carefully.

  • When listening, you should encourage a slow speaker to get to the point more quickly.

  • You must empathize with the speaker because this will result in a true exchange of information.

  • When listening, you must concentrate on what you are going to say next.

Explanation

Question 10 of 30

1

Which of the following statements about the timing of a conversation is true?

Select one of the following:

  • Timing is of little consequence if the conversation is important.

  • You will get the best results if you delay your conversation until your audience is likely to be most receptive.

  • It is okay to interrupt another conversation if you have an important topic to discuss.

  • Even if you have a message about an emergency, good manners require that you do not interrupt another conversation.

  • People are most receptive when they are busy because they are already alert.

Explanation

Question 11 of 30

1

Phil 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?

Select one of the following:

  • Hello. Can I assist you?

  • Phil Chen speaking.

  • How may I assist you?

  • Hello. You have called Patterson Casting. Who are you?

  • Hello. You have called Patterson Casting. Who are you?

    Patterson Casting. Phil Chen speaking. May I help you?

Explanation

Question 12 of 30

1

Which of the following is a good practice when conducting meetings?

Select one of the following:

  • You should allow the people who are comfortable talking to dominate the discussion.

  • The meeting should have minimal structure for flexibility and to allow the free flow of ideas.

  • There shouldn't be any time constraints on discussing topics so that the group members can be thorough while making a decision.

  • After a key item has been discussed, you should summarize the information that has been covered and concluded so far.

  • You should ask those participants who talk too little why they aren't saying anything.

Explanation

Question 13 of 30

1

Paralanguage refers to the

Select one of the following:

  • non-words speakers use to fill pauses, such as er and um.

  • hints and signals in the way words are delivered, such as emphasis, volume, and pitch.

  • nonverbal gestures and movements that convey meaning alongside words.

  • way words are fitted to the listener's level of understanding.

  • average number of words spoken by a person during an informal conversation.

Explanation

Question 14 of 30

1

Agnetha, 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?

Select one of the following:

  • facial expression

  • use of space

  • use of time

  • body language

  • paralanguage

Explanation

Question 15 of 30

1

Which of the following examples involves a topic that should be avoided during small talk?

Select one of the following:

  • Before the meeting, Dimitri asks Anabella if she has ever gone fishing.

  • During a business lunch, Zaid mentions that he recently saw a great movie.

  • Before a sales presentation, Lily asks Judith if she has ever been divorced

  • After a seminar, Monserrat mentions that she got tickets to Saturday's baseball game

  • During a business breakfast, Greta talks about making Swedish pancakes.

Explanation

Question 16 of 30

1

Which of the following examples is an effective voice mail technique?

Select one of the following:

  • Chloe leaves only her name and number in order to be as efficient as possible.

  • Elijah begins a voice mail with an overview of the message and then continues with the details.

  • Aiden tells the listener to take action at the beginning of his message.

  • Leah 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.

  • Owens speaks quickly to ensure that the entire message is recorded.

Explanation

Question 17 of 30

1

Eileen 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?

Select one of the following:

  • I have some questions regarding the upcoming repairs to the Sunset Bridge. Whom can I talk to?

  • Is there someone I can talk to regarding the upcoming repairs to the Sunset Bridge?

  • This is Eileen. May I know who is handling the Sunset Bridge repairs?

  • Hello. 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?

  • This 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?

Explanation

Question 18 of 30

1

Geraldo 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?

Select one of the following:

  • making sure all team members share an understanding of what is due and when

  • conveying to team members what the company expects in terms of dress when working from home

  • ensuring that all team members have access to and training on the technology they will use

  • considering the right channels for people to transmit information outside meetings

  • asking people to mute their microphones when they are not speaking during virtual meetings

Explanation

Question 19 of 30

1

Which of the following statements about nonverbal communication is true?

Select one of the following:

  • It is always used to supplement and reinforce our words.

  • It plays a relatively minor role in communication.

  • It sometimes communicates meaning by itself.

  • It involves the use of written but not spoken words.

  • It has little impact on first impressions.

Explanation

Question 20 of 30

1

In terms of effective phone procedures, when initiating a phone conversation, you should

Select one of the following:

  • dominate the conversation.

  • make extensive small talk before stating the purpose of your call.

  • state your purpose and use the listener's time efficiently by sticking to the point.

  • get the point across even if it requires interrupting the speaker.

  • speak only when the listener asks a question.

Explanation

Question 21 of 30

1

Which of the following statements about organizational culture is true?

Select one of the following:

  • Organizational culture usually guides what you can do, but not what you write or say.

  • Many times the rules for organizational culture are unwritten.

  • If you are chosen to fill a position, that means you already fit in with the organization's culture.

  • Organizational culture is the same from company to company.

  • Written communication reinforces organizational culture, but oral communication changes organizational culture.

Explanation

Question 22 of 30

1

When screening a phone call, an assistant to a busy executive must

Select one of the following:

  • courteously ask the purpose of the call.

  • put the caller on hold for however long it takes the executive to be ready

  • promise to have the executive return the call.

  • promptly redirect the call to another assistant.

  • disconnect the call if the executive is busy.

Explanation

Question 23 of 30

1

Which of the following is true of the courteous use of cell phones?

Select one of the following:

  • You should use your cell phone at social gatherings to keep in touch with your contacts.

  • You should never turn off the ringer because you might miss important calls.

  • You should place calls while driving to make the best use of your time.

  • You should place your cell phone on the table while eating.

  • You should call from a quiet place, away from other people.

Explanation

Question 24 of 30

1

The leader of a meeting should

Select one of the following:

  • encourage participation from those group members who talk too little.

  • allow off-topic discussions in order to keep his audience interested.

  • refrain from summarizing every key item in order to save time.

  • discourage time-consuming activities like taking minutes.

  • begin with topics that are not part of the agenda to warm up the participants.

Explanation

Question 25 of 30

1

Laurel 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?

Select one of the following:

  • conflict-avoidance strategy

  • compromising strategy

  • collaboration strategy

  • accommodative strategy

  • competitive strategy

Explanation

Question 26 of 30

1

Sakura 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?

Select one of the following:

  • End the meeting even though some topics have not been covered.

  • Ask Jenn to quickly conclude her discussion of the off-topic item.

  • Allow Jenn to keep talking, but steer her back on topic.

  • Interrupt Jenn with obvious annoyance and criticize her for talking so much.

  • Tactfully interrupt Jenn, summarize the discussion, and move to the next topic.

Explanation

Question 27 of 30

1

Which of the following should you avoid when delivering negative feedback?

Select one of the following:

  • basing your feedback on logic

  • using second person ("you") when giving criticism

  • asking for clarification during a difficult part of the feedback

  • sticking to evidence that both you and the other person would agree on

  • using a positive tone for difficult but constructive feedback

Explanation

Question 28 of 30

1

Objective, helpful comments that build goodwill, improve others' work, and help both parties achieve their goals are called

Select one of the following:

  • paralanguage.

  • constructive feedback.

  • back-channeling.

  • heuristics.

  • small talk.

Explanation

Question 29 of 30

1

Victoria 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?

Select one of the following:

  • Could you connect me to Kiara Turner, please? She's expecting my call at this time.

  • This is Victoria calling for Kiara.

  • Is Ms. Kiara Turner in?

  • May I speak with the HR manager, Kiara Turner?

  • This is Victoria Sanchez. May I speak with Ms. Kiara Turner? We have a telephone interview scheduled today.

Explanation

Question 30 of 30

1

________ strategies involves a win-lose proposition.

Select one of the following:

  • Compromising and collaboration

  • Collaboration and competitive

  • Conflict-avoidance and competitive

  • Accommodative and compromising

  • Accommodative and collaboration

Explanation

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