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Fundamentals of Management, 7e (Robbins/DeCenzo/Coulter)
Chapter 12 Communication and Interpersonal Skills
1) Everything a manager does involves communication.
Answer: TRUE
Explanation: All managerial activities involve some form of communication. All decisions and
plans require information, and that information must be communicated.
Diff: 1
Page Ref: 320
AACSB: Communication
Objective: 12.1
2) In order to be sent, a message needs to be decoded.
Answer: FALSE
Explanation: In order to be sent, a message must first be encoded rather than decoded. Decoding
is carried out by the receiver who interprets the message.
Diff: 2
Page Ref: 320
AACSB: Communication
Objective: 12.1
3) Success in communication always involves reasoning skills.
Answer: TRUE
Explanation: All forms of communication, whether they are written, spoken, or visual, require
reasoning skills both to send and interpret.
Diff: 2
Page Ref: 320
AACSB: Communication
Objective: 12.1
4) Some messages do not need to be converted to symbolic forms to be sent.
Answer: FALSE
Explanation: All messages need to be converted to symbols before they are sent. Spoken
messages are converted to words. Written messages are converted to letters. Nonverbal messages
are converted to gestures and movements.
Diff: 2
Page Ref: 320
AACSB: Communication
Objective: 12.1
5) A channel is an actual physical product.
Answer: FALSE
Explanation: A channel is the medium through which a message travels, not a physical product.
The medium for a written message, for example, is a book or newspaper. The medium for a
gesture is the human body or face. The medium for a spoken sound message is the air.
Diff: 2
Page Ref: 321
AACSB: Communication
Objective: 12.1
1
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6) Feedback is a response that confirms a message.
Answer: TRUE
Explanation: Feedback is some kind of response that confirms that a message was received and
properly understood.
Diff: 2
Page Ref: 321
AACSB: Communication
Objective: 12.1
7) One advantage of a written communication is that it provides a record of the information.
Answer: TRUE
Explanation: Unlike verbal communications, written communications can be saved and referred
to later to verify a message.
Diff: 2
Page Ref: 322
AACSB: Communication
Objective: 12.1
8) One disadvantage of verbal communication is that it is hard to get feedback.
Answer: FALSE
Explanation: Verbal forms of communication provide better and more instant forms of feedback
than written communication, so getting feedback is an advantage, not a disadvantage of verbal
communication.
Diff: 2
Page Ref: 322
AACSB: Communication
Objective: 12.1
9) Body language and facial expressions are the only forms of nonverbal communication.
Answer: FALSE
Explanation: In addition to body language and facial expressions, tone of voice is a major form
of nonverbal communication that conveys a great deal of information.
Diff: 2
Page Ref: 323
AACSB: Communication
Objective: 12.1
10) Verbal intonation can be a part of written communication.
Answer: FALSE
Explanation: Verbal intonation is strictly a tonal enhancement to spoken words, so the statement
is false.
Diff: 2
Page Ref: 323
AACSB: Communication
Objective: 12.1
11) Nonverbal communication is a minor part of the communication that takes place during a
conversation.
Answer: FALSE
Explanation: Studies show that during a face-to-face conversation considerably more than half
of the message is communicated through nonverbal communication.
Diff: 2
Page Ref: 324
AACSB: Communication
Objective: 12.1
2
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12) An example of filtering is telling your boss what she wants to hear.
Answer: TRUE
Explanation: Filtering is the manipulation or editing of information by the sender so that it is
perceived as favorable by receiver. Telling the boss what she wants to hear, rather than the
straight story, is an example of editing the truth.
Diff: 2
Page Ref: 324
AACSB: Communication
Objective: 12.1
13) Selective perception involves deception on the part of the person sending a message.
Answer: FALSE
Explanation: The deception that occurs in selective perception is done strictly by the perceiver.
With selective perception, the perceiver is responsible for any distortion that takes place, not the
sender.
Diff: 2
Page Ref: 324
AACSB: Communication
Objective: 12.1
14) Emotions can cause a single message to be interpreted in two different ways.
Answer: TRUE
Explanation: Emotions can distort the interpretation of a message. For example, when your boss
is upset she is a lot less likely to be less tolerant of a mistake than she is when things are going
well.
Diff: 2
Page Ref: 325
AACSB: Communication
Objective: 12.1
15) Jargon never improves communication.
Answer: FALSE
Explanation: Within groups of specialists, jargon can be useful shorthand for communicating
ideas. Where jargon distorts is when it is used outside of the "in" group.
Diff: 2
Page Ref: 325
AACSB: Communication
Objective: 12.1
16) When women talk, they typically place more emphasis on creating connections than on
status or authority.
Answer: TRUE
Explanation: According to Deborah Tannen, women use conversation to make connections,
while men use it to establish a place in the pecking order.
Diff: 2
Page Ref: 326
AACSB: Diversity
Objective: 12.1
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17) When women complain about problems they have, they are typically seeking solutions from
men.
Answer: FALSE
Explanation: According to Tannen, women discussing problems are usually seeking a sense of
closeness, not looking for advice or specific solutions to their problems.
Diff: 2
Page Ref: 326
AACSB: Diversity
Objective: 12.1
18) In the United States, most managers tend to prefer informal over formal communication.
Answer: FALSE
Explanation: In the United States managers tend to want to get matters in writing with formal
communication to establish their status and position and assert their independence.
Diff: 2
Page Ref: 326
AACSB: Globalizations
Objective: 12.1
19) In Japan, managers use formal communication to seek consensus.
Answer: FALSE
Explanation: Japanese managers do place great emphasis on consensus, but they tend to use
informal rather than formal communication to arrive at consensus.
Diff: 2
Page Ref: 327
AACSB: Globalizations
Objective: 12.1
20) The purpose of feedback is to ensure that a message was received and understood.
Answer: TRUE
Explanation: The key to feedback is understanding. If the receiver of the message can
demonstrate that he or she understood the message, then the sender knows that the
communication was successful.
Diff: 2
Page Ref: 327
AACSB: Communication
Objective: 12.1
21) Active listening requires making super-quick judgments while a person is speaking.
Answer: FALSE
Explanation: The opposite is true—active listening involves reserving judgment until the person
has been able to convey the entire message.
Diff: 3
Page Ref: 328
AACSB: Communication
Objective: 12.1
22) Nonverbal communication is an important part of active listening.
Answer: TRUE
Explanation: A major part of active listening is to show appropriate eye contact, facial
expressions, and body language to communicate that the message is being heard and understood.
Diff: 2
Page Ref: 328
AACSB: Communication
Objective: 12.1
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23) An active listener should not interrupt the speaker by asking questions.
Answer: FALSE
Explanation: Though interruptions should be avoided, asking appropriate questions can clarify
and enhance the understanding of a message. Therefore asking questions is an important part of
active listening.
Diff: 2
Page Ref: 328
AACSB: Communication
Objective: 12.1
24) The average person can take in information at a much faster rate than is communicated
through speech.
Answer: TRUE
Explanation: The average person can comprehend about 400 words per minute compared to
speech that runs at 200 words per minute or less, meaning that listening is faster than speaking.
Diff: 2
Page Ref: 328
AACSB: Communication
Objective: 12.1
25) A good rule of thumb is never to try to communicate an important message until your
emotions are under control.
Answer: TRUE
Explanation: Emotions can distort both incoming and outgoing communication. Since emotional
events are typically brief, allowing them to blow over before attempting to communicate is a
good policy to follow.
Diff: 2
Page Ref: 329
AACSB: Communication
Objective: 12.1
26) A drawback to instant messaging is that it creates security problems.
Answer: TRUE
Explanation: Having multiple users all logged onto a system at once—which is required for
instant messaging—can create security breaches in a system.
Diff: 2
Page Ref: 330
AACSB: Technology
Objective: 12.2
27) Companies save money by using email to replace large face-to-face meetings.
Answer: FALSE
Explanation: Videoconferencing and teleconferencing rather than email are used to replace faceto-face meetings.
Diff: 2
Page Ref: 330
AACSB: Technology
Objective: 12.2
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28) Most shorthand abbreviation messages originate in text messages.
Answer: TRUE
Explanation: The cumbersome process of typing text messages has given rise to a number of
popular abbreviations, such as BTW for "by the way."
Diff: 2
Page Ref: 331
AACSB: Technology
Objective: 12.2
29) Members of a company sharing efficient shortcuts in a complex computer software program
is an example of knowledge management.
Answer: TRUE
Explanation: Knowledge management involves sharing things that people in an organization
learn. When knowledge is managed, if one part of the organization works out the process for
solving a problem, other parts of the organization can use that information to their advantage,
rather than having to "reinvent the wheel."
Diff: 2
Page Ref: 332
AACSB: Technology
Objective: 12.2
30) Active listening requires a listener to have empathy, the ability to suspend judgment when
listening.
Answer: FALSE
Explanation: Empathy is the ability to see things from another person's perspective, not the
ability to suspend judgment.
Diff: 2
Page Ref: 333
Objective: 12.3
31) Responsibility for completeness requires an active listener to make sure she has heard the
speaker's entire message.
Answer: TRUE
Explanation: Many listeners understand the first part of a speaker's message then tune out,
failing to understand the complete sentiment that is being expressed. Responsibility for
completeness puts the responsibility of hearing the entire message on the listener's shoulders.
Diff: 2
Page Ref: 333
AACSB: Communication
Objective: 12.3
32) Negative feedback is typically more readily accepted than positive feedback.
Answer: FALSE
Explanation: The opposite is true—positive feedback is readily accepted because it is what the
listener wants to hear. Negative feedback is often not accepted or misinterpreted in some way.
Diff: 2
Page Ref: 333
AACSB: Communication
Objective: 12.3
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33) Negative feedback is more likely to be well received when it comes from managers in the
lower ranks of an organization.
Answer: FALSE
Explanation: High-level managers who have status and have earned the trust of the listener are
better for delivering negative feedback, not low-level managers. Lower-level managers who have
not established themselves are often suspected of having an agenda or personal animus against
the receiver of the feedback.
Diff: 2
Page Ref: 333
AACSB: Communication
Objective: 12.3
34) Corrective feedback is usually more meaningful when it is general as opposed to being
specific.
Answer: FALSE
Explanation: General feedback doesn't give a listener anything to work with. Being specific lets
the listener know what is wrong and specifically what might be done to fix the problem.
Diff: 2
Page Ref: 333
AACSB: Communication
Objective: 12.3
35) Corrective feedback is most meaningful when there is a very short interval between the
behavior and the receipt of the feedback.
Answer: TRUE
Explanation: The shorter the time period between the event and the feedback, the more likely
the listener will use the feedback to correct the problem at hand. Waiting too long for feedback
diminishes the impact of the original event and makes it easier to ignore, forget, or become
confused.
Diff: 2
Page Ref: 334
AACSB: Communication
Objective: 12.3
36) Delegation and participation are the same thing.
Answer: FALSE
Explanation: The two are different with respect to decision making. When managers and
employees have a participatory relationship, decision making is shared. With delegation,
decision-making power is given to employees rather than shared.
Diff: 2
Page Ref: 335
Objective: 12.3
37) In general, the larger the organization is, the less likely it is to need delegation.
Answer: TRUE
Explanation: In fact, studies show that the opposite is true—the larger the organization is, the
more likely it will be to require delegation.
Diff: 2
Page Ref: 336
Objective: 12.3
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38) Delegation usually does not require feedback controls.
Answer: FALSE
Explanation: Feedback controls are critical to successful delegation. The manager must have
reliable ways to monitor the task that has been delegated and make sure it is progressing
correctly. Delegation without proper feedback constitutes abdication of a manager's
responsibility.
Diff: 2
Page Ref: 337
Objective: 12.3
39) The human relations view of conflict holds that conflict is necessary for successful group
performance.
Answer: FALSE
Explanation: The interactionist, rather than the human relations view of conflict holds that
conflict is required for a group to perform successfully.
Diff: 2
Page Ref: 338
Objective: 12.3
40) In general, groups should have more task conflict than process conflict.
Answer: TRUE
Explanation: A moderate amount of task conflict is considered useful for most groups to
stimulate new ideas. Process conflict can be functional only when kept to low levels.
Diff: 2
Page Ref: 338
AACSB: Communication
Objective: 12.3
41) Integrative bargaining operates under zero-sum conditions.
Answer: FALSE
Explanation: Zero-sum conditions, in which one party's gain is another's loss, is a characteristic
of distributive, not integrative bargaining.
Diff: 2
Page Ref: 341
AACSB: Communication
Objective: 12.3
42) Integrative bargaining is win-win bargaining.
Answer: TRUE
Explanation: Integrative bargaining involves a situation in which both sides in a negotiation gain
in some way, resulting in a win-win situation.
Diff: 2
Page Ref: 342
AACSB: Communication
Objective: 12.3
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43) For managers, communication can't be overemphasized because ________ requires
communication.
A) decision making
B) planning
C) supervising and monitoring employees
D) everything a manager does
Answer: D
44) The communication process begins with this.
A) a receiver
B) a message
C) a thought or purpose
D) an encoded message
Answer: C
45) In order to transmit a message, the thought originating with the sender must be ________ to
symbolic form.
A) decoded
B) encoded
C) deciphered
D) expanded
Answer: B
46) Which communication sequence is correct?
A) sender ⇒ decoding ⇒ channel ⇒ encoding ⇒ receiver
B) sender ⇒ channel ⇒ medium ⇒ decoding ⇒ receiver
C) source ⇒ sender ⇒ encoding ⇒ decoding ⇒ receiver
D) sender ⇒ encoding ⇒ channel ⇒ decoding ⇒ receiver
Answer: D
47) Reading is an example of this communication step.
A) feedback
B) encoding
C) sending
D) decoding
Answer: D
48) Four conditions influence the content of an encoded message: the skills, attitudes,
knowledge, and ________ of the sender.
A) social-cultural system
B) environmental conditions
C) volume
D) political conditions
Answer: A
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49) A ________ is the actual physical product encoded by the source.
A) channel
B) message
C) thought
D) source
Answer: B
50) The channel is the ________.
A) actual physical product from the source that conveys a purpose
B) person who receives the message
C) medium that the messages travels through
D) person who sends the message.
Answer: C
51) A spelling mistake in a message is an example of ________.
A) an encoding error
B) a decoding error
C) a transmission error
D) a receiver error
Answer: A
52) The final link in the communication process is ________.
A) encoding
B) decoding
C) channeling
D) feedback
Answer: D
53) Feedback is a message that travels from ________.
A) encoder to receiver
B) source to decoder
C) the original receiver to the original sender
D) the original sender to the original receiver
Answer: C
54) Skills, attitudes, knowledge, and social cultural systems affect ________.
A) the sender only
B) the receiver only
C) neither the sender nor the receiver
D) both the sender and the receiver
Answer: D
55) The great advantage of a written message is that it ________.
A) is informal
B) is easy to provide feedback for
C) is unambiguous
D) provides a permanent record
Answer: D
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56) Which of the following is a disadvantage of written communication?
A) vague
B) time-consuming
C) not permanent
D) hard to store
Answer: B
57) Along the grapevine ________.
A) good news travels fastest
B) bad news travels slowly
C) good news travels slowest
D) bad news travels fastest
Answer: D
58) You would expect to find a grapevine with the most accurate rumors in ________
organization.
A) an organic
B) a mechanistic
C) a hierarchical
D) an authoritative
Answer: A
59) An example of nonverbal communication is ________.
A) an email
B) a smile
C) a whisper
D) a voice mail
Answer: B
60) Verbal intonation is a form of ________.
A) verbal communication
B) body language
C) nonverbal communication
D) facial expression
Answer: C
61) A live singing performance allows a listener to perceive ________ forms of communication.
A) verbal, body language, and verbal intonation as
B) only verbal
C) only nonverbal
D) body language, facial expressions, and verbal intonation as
Answer: A
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62) Listening to a singing performance on the radio allows a listener to perceive ________ forms
of communication.
A) verbal, body language, and verbal intonation as
B) only verbal
C) only nonverbal
D) both verbal and nonverbal
Answer: D
63) Watching a movie in a foreign language you don't understand without subtitles allows you to
perceive ________ forms of communication.
A) verbal, body language, and verbal intonation as
B) only verbal
C) only nonverbal
D) both verbal and nonverbal
Answer: C
64) Reading a movie script allows you to perceive ________ forms of communication.
A) verbal, body language, and verbal intonation as
B) only verbal
C) only nonverbal
D) both verbal and nonverbal
Answer: B
65) Managers often travel long distances to have a face-to-face meeting with someone for this
reason.
A) It shows respect.
B) Most communication is done through body language.
C) Other forms of communication have security concerns.
D) It communicates a sense of power, rank, and mobility.
Answer: B
66) ________ is the deliberate manipulation of information by the sender to make it appear more
favorable to the receiver.
A) Selective perception
B) Information overload
C) Jargon
D) Filtering
Answer: D
67) All of the following are barriers to effective interpersonal communication EXCEPT
________.
A) filtering
B) selective perception
C) feedback
D) language
Answer: C
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68) When an auto industry manager raves about plans for a new car design and fails to see the
flaws in the model, he is engaging in this.
A) selective perception
B) filtering
C) emotion
D) information overload
Answer: A
69) When an auto designer's presentation of a new design shows all of the good features of the
design but fails to mention the poor gas mileage that the model will get, she is engaging in this.
A) emotion
B) selective perception
C) information overload
D) filtering
Answer: D
70) Auto company engineers want technical terms such as limited slip differential used in car
ads. Ad execs, on the other hand, don't want these terms used. The cause of their disagreement is
________.
A) emotion
B) selective perception
C) language
D) gender
Answer: C
71) When an auto executive who is upset because his teenage son got suspended from school
ends up nixing new design plans for no apparent reason, communication has been distorted by
this.
A) selective perception
B) emotion
C) filtering
D) gender
Answer: B
72) When an auto executive fails to notice an important demographics report in her overstuffed
inbox before going to a meeting, she is likely to be suffering from this.
A) information overload
B) emotion
C) filtering
D) gender
Answer: A
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73) Jargon can be very useful for communication ________.
A) within a specialized, close-knit group
B) between people who speak different languages
C) outside of a specialized, close-knit group
D) between males and females
Answer: A
74) Filtering tends to be more prevalent in this kind of organization
A) organic
B) highly vertical
C) highly horizontal
D) non-mechanistic
Answer: B
75) Jargon tends to cause problems when it is used ________.
A) within a specialized, close-knit group
B) as shorthand for technical terms
C) outside of a specialized, close-knit group
D) in spoken rather than written language
Answer: C
76) Which slogan for a new car would be likely to appeal more to men than to women?
A) Be the top dog on your block
B) The car with a little bit of home
C) The family car for every family
D) Saving the world, one car at a time
Answer: A
77) Which slogan for a new car would be likely to appeal more to women than to men?
A) The ultimate among ultimates
B) Carve out your niche
C) Carry a little bit home wherever you drive
D) Be the top dog on every block
Answer: C
78) U.S. managers tend to rely on this style of communication.
A) formal and written
B) informal and unwritten
C) verbal and informal
D) verbal and formal
Answer: A
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79) Japanese managers tend to rely on this style of communication.
A) formal and written
B) formal and unwritten
C) informal and verbal
D) verbal and formal
Answer: C
80) The purpose of feedback is to determine whether a message was ________.
A) received
B) received and understood
C) worth sending
D) verbal or nonverbal
Answer: B
81) Feedback ________.
A) can be spoken, nonverbal, or written
B) must be spoken
C) must be written
D) can be spoken, verbal, or oral
Answer: A
82) One particularly effective form of providing feedback is for the receiver to ________.
A) raise a hand to show that the message was received
B) state "message received" out loud
C) restate the message in his or her own words
D) send a written message that states "message received"
Answer: C
83) Simplifying language is most important when ________.
A) the speaker has little time
B) the audience is sympathetic
C) the audience is unfamiliar
D) the message is simple
Answer: C
84) The average listener can understand language at a rate that is ________ the average speaker
can speak.
A) much slower than
B) much faster than
C) the same rate that
D) a little bit slower than
Answer: B
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85) Because the average listener can comprehend language at a rate that is much higher than
speakers can speak, people tend to be ________.
A) poor listeners
B) good speakers
C) slow talkers
D) good listeners
Answer: A
86) This is the primary goal of active listening.
A) developing empathy with the speaker
B) avoiding premature judgments or interpretations of the speaker's message
C) focusing on the speaker
D) understanding the full meaning of the speaker's message
Answer: D
87) Active listening is enhanced by developing ________ with the speaker.
A) apathy
B) sympathy
C) a personal friendship
D) empathy
Answer: D
88) Which action best shows a speaker that you are paying close attention?
A) avoiding interruptions of the speaker
B) avoiding overtalking
C) direct eye contact
D) smooth transitioning from listener to speaker
Answer: C
89) Which of the following is NOT true of active listening?
A) It is a skill that most people need to improve.
B) Listening demands serious intellectual effort.
C) Active listening demands intense concentration.
D) Empathy is a barrier to active listening.
Answer: D
90) Emotions can distort communication ________.
A) for senders only
B) for receivers only
C) for both senders and receivers
D) only when negative
Answer: C
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91) During an interview minutes after a tough loss, a soccer coach who is frustrated with calls
made by the game's referees should probably do this.
A) blame himself for the defeat
B) blame the referees for the defeat
C) express his anger freely
D) take some time to cool down
Answer: D
92) A manager who is trying to sound conciliatory should make sure that ________.
A) her voice is soft
B) she smiles when she speaks
C) her voice shows no anger
D) her voice shows no emotion
Answer: C
93) Networked communication capabilities include all of the following EXCEPT ________.
A) email
B) the grapevine
C) instant messaging
D) electronic data exchange
Answer: B
94) Techniques organizations utilize to exchange standard business transaction documents, such
as invoices or purchase orders, are called ________.
A) intranets
B) extranets
C) electronic data interchange
D) teleconference
Answer: C
95) Ross can create web pages that are accessible only to members of his organization on
________.
A) an intranet
B) an extranet
C) an electronic data interchange
D) a videoconference
Answer: A
96) Which kind of electronic meeting format allows participants to view nonverbal forms of
communication that include facial expressions and body language?
A) teleconferencing
B) videoconferencing
C) electronic data interchange
D) face-to-face meeting
Answer: B
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97) Which kind of electronic meeting format allows participants access to verbal communication
that includes voice intonation but no body language?
A) teleconferencing
B) videoconferencing
C) electronic data interchange
D) face-to-face meeting
Answer: A
98) An extranet is different from an intranet in that it ________.
A) allows participants to use the Internet
B) does not involve the Internet
C) is faster than an intranet
D) allows outside companies to participate
Answer: D
99) Terms such as BIL, NSFW, and FYEO are examples of which of the following?
A) text-messaging shorthand
B) Internet agencies
C) government education programs
D) workplace compensation bureaus
Answer: A
100) Which of the following characteristics is NOT typically an important part of a functioning
knowledge management system?
A) gathering knowledge
B) selling knowledge
C) organizing knowledge
D) sharing knowledge
Answer: B
101) Which of the following would be most likely to be an important "knowledge" that a
restaurant might make part of its knowledge management system?
A) employee phone list
B) a new logo
C) 5-pound bag of onions
D) a recipe for an onion tart
Answer: D
102) Top corporations find this to be the most important quality when hiring senior-level
employees.
A) honesty
B) interpersonal skills
C) technical skills
D) discipline
Answer: B
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103) What are the four essential elements of active listening?
A) intensity, concentration, empathy, acceptance
B) summarizing, integrating, empathy, concentration
C) concentration, intensity, willingness to take responsibility for actions, receptivity
D) intensity, empathy, acceptance, willingness to take responsibility for completeness
Answer: D
104) The best way to use "idle" time when a speaker is speaking is to ________.
A) think of what you are going to say
B) think of suggestions that might help the speaker
C) summarize and integrate what you've heard
D) compose interesting questions you might ask
Answer: C
105) Which of the following essential elements of active listening requires a listener to suspend
his or her own thoughts and feelings and focus on the thoughts and feelings of the speaker?
A) empathy
B) intensity
C) willingness to take responsibility for completeness
D) acceptance
Answer: A
106) Which of the following essential elements of active listening requires the listener to
withhold judgment on the speaker's message?
A) acceptance
B) willingness to take responsibility for completeness
C) intensity
D) empathy
Answer: A
107) Which of the following essential elements of active listening requires the listener to make
sure that the speaker has gotten a chance to fully express him- or herself?
A) acceptance
B) willingness to take responsibility for completeness
C) intensity
D) empathy
Answer: B
108) Which of the following essential elements of active listening requires a listener to focus
completely on what a speaker is saying?
A) willingness to take responsibility for completeness
B) empathy
C) acceptance
D) intensity
Answer: D
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109) Which kind of feedback is usually given promptly and enthusiastically?
A) negative feedback
B) accurate feedback
C) positive feedback
D) useful feedback
Answer: C
110) Which kind of feedback is most frequently misinterpreted?
A) negative feedback
B) accurate feedback
C) objective feedback
D) gentle feedback
Answer: A
111) What is the most common response to negative feedback?
A) acceptance
B) resistance
C) indifference
D) gratitude
Answer: B
112) Which kind of negative feedback is most likely to be well accepted?
A) objective
B) subjective
C) honest
D) accurate
Answer: A
113) When is subjective negative feedback most likely to be accepted?
A) when the source is a trusted top manager
B) when the source is a peer
C) when the source is not a top manager
D) when the source is not part of the organization
Answer: A
114) Which kind of feedback is most likely to be well accepted?
A) impersonal and subjective
B) personal and objective
C) personal and subjective
D) impersonal and objective
Answer: D
115) Rather than call an employee "sloppy," a manager should ________.
A) call the employee careless
B) call the employee absent-minded
C) point out some of the employee's good characteristics
D) point out events in which the employee was sloppy
Answer: D
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116) Rather than reprimand an otherwise productive employee for making mistakes, it is better
to ________.
A) discuss how to correct the mistakes
B) point out that she could be fired
C) blame the mistakes for creating ancillary problems
D) discuss your own mistakes
Answer: A
117) Positive or negative feedback works best when it is given ________.
A) everyday
B) not more than a few times a year
C) shortly after the event itself
D) long after the event itself
Answer: C
118) To make sure that feedback is likely to be constructive, it is a good idea to have the receiver
________.
A) make a verbal promise to change the behavior
B) rephrase the message to make sure it was understood
C) apologize
D) make a written promise to change the behavior
Answer: B
119) Criticizing an employee's behavior is usually much more constructive than criticizing his
character because ________.
A) character is permanent
B) character is not permanent
C) behavior can be controlled
D) behavior cannot be controlled
Answer: C
120) Delegation is increasing in today's business world primarily because of ________
A) smaller spans of control
B) the need for quick decisions
C) globalization
D) tighter budgets
Answer: B
121) Delegation requires that decisions are made by ________.
A) employees on their own
B) employees and managers working together
C) managers with some input from employees
D) employees with some input from managers
Answer: A
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122) A participation work style requires that decisions are made by ________.
A) managers only
B) employees and managers working together
C) managers and consultants
D) employees on their own
Answer: B
123) Downsizing has increased delegation of work to employees by ________.
A) increasing managerial spans of control
B) decreasing managerial spans of control
C) decreasing the total amount of work to be done
D) changing the tasks that are needed to be done
Answer: A
124) When managers don't properly specify what they expect, they end up ________ their
responsibility.
A) delegating rather than abdicating
B) abdicating rather than delegating
C) increasing rather than delegating
D) decreasing rather than abdicating
Answer: B
125) To be successful, managerial delegation must include ________.
A) abdication
B) feedback controls
C) mistakes
D) no mistakes
Answer: B
126) Rather than delegate too much work to employees, inexperienced managers are likely to
________.
A) do too much themselves
B) do too little themselves
C) delegate the wrong kind of tasks
D) delegate tasks that are too hard or easy
Answer: A
127) When delegating work, the best policy is for a manager to specify what the ________.
A) goals are and how they should be reached
B) goals are only
C) task is but not the goals
D) task is and how it should be carried out
Answer: B
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128) Feedback controls are designed to ________.
A) control every move that employees make
B) assess the task only after it has been completed
C) monitor progress without being constraining
D) monitor details but leave the goals to the employees
Answer: C
129) When delegating tasks, managers should expect ________.
A) to be ignored by employees
B) secrecy on the part of employees
C) that employees will not be entirely honest
D) small mistakes made by employees
Answer: D
130) Which item was rated most important for management development programs to deal with
in a survey of managers?
A) decision making
B) leadership
C) conflict management
D) communication skills
Answer: C
131) The human relations view of conflict states that conflict ________.
A) must be avoided
B) is natural and inevitable
C) is necessary for successful group performance
D) should be ignored
Answer: B
132) The interactionist view of conflict states that conflict ________.
A) is easily prevented
B) must be avoided
C) is natural and inevitable
D) is necessary for successful group performance
Answer: D
133) Research shows that ________ conflict has a positive effect on group performance.
A) a high level of task
B) a low-to-moderate level of task
C) a high level of process
D) a moderate level of personal
Answer: B
134) Personal conflicts are thought ________.
A) to be beneficial at low levels
B) to be functional at moderate levels
C) always to be dysfunctional
D) to be dysfunctional only at high levels
Answer: C
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135) The first step in initiating functional conflict is to ________.
A) challenge the views of employees
B) bring up controversial issues with employees
C) inform employees that conflict has a legitimate place in group interactions
D) bring in outside consultants who have been instructed to upset the status quo
Answer: C
136) Distributive bargaining is ________.
A) win-win bargaining
B) no-win bargaining
C) zero-win bargaining
D) zero-sum bargaining
Answer: D
137) Integrative bargaining is ________.
A) single-win bargaining
B) win-win bargaining
C) zero-sum bargaining
D) no-sum bargaining
Answer: B
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