59. ____ is the process of thinking about, decoding, and evaluating the message.
a.
Paraphrasing
b.
Analyzing
c.
Listening
d.
Checking understanding
Easy
p. 190
MGMT.LUSS.16.06-02 – LO: 06–02
United States – BUSPROG – Analytic – Business knowledge and analytic skills
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
60. Which of the following is a component of analyzing?
a.
Thinking.
b.
Watching nonverbal cues.
c.
Taking notes.
d.
Avoiding distractions.
a
Moderate
p. 190
MGMT.LUSS.16.06-02 – LO: 06–02
United States – BUSPROG – Analytic – Business knowledge and analytic skills
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
Moderate
p. 189 – 190
MGMT.LUSS.16.06-02 – LO: 06–02
United States – BUSPROG – Analytic – Business knowledge and analytic skills
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
61. Which of the following is a component of checking understanding?
a.
Asking questions.
b.
Conveying meaning.
c.
Watching nonverbal cues.
d.
Paying attention.
62. ____ is the process of verifying messages and determining if objectives are being met.
a.
Paraphrasing
b.
Listening
c.
Feedback
d.
Criticism
c
p. 191
MGMT.LUSS.16.06-03 – LO: 06–03
United States – BUSPROG – Analytic – Business knowledge and analytic skills
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
63. The process of having the receiver restate the message in his or her own words is ____.
a.
paraphrasing
b.
feedback
c.
confirmation
d.
verification
a
Easy
p. 191
MGMT.LUSS.16.06-03 – LO: 06–03
United States – BUSPROG – Analytic – Business knowledge and analytic skills
United States – IL – DISC: Leadership Principles – Other management specific knowledge
c
Moderate
p. 190
MGMT.LUSS.16.06-02 – LO: 06–02
United States – BUSPROG – Analytic – Business knowledge and analytic skills
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
64. Which of the following is NOT one of the guidelines you should use when getting feedback on messages?
a.
b.
c.
d.
p. 192 – 193
United States – BUSPROG – Analytic – Business knowledge and analytic skills
and abilities
AACSB: Analytic – Analytic skills
BLOOMS: Knowledge
65. Which of the following statements about 360-degree evaluation is NOT true?
a.
Feedback from multiple sources is popular as a means of improving performance.
b.
360-degree feedback is a formal evaluation process.
c.
Customers and/or suppliers may submit evaluations when using the 360-degree feedback process.
d.
360-degree feedback gathers evaluations from many sources but not from the person receiving the evaluation.
p. 193
United States – BUSPROG – Analytic – Business knowledge and analytic skills
AACSB: Analytic – Analytic skills
BLOOMS: Knowledge
66. The purpose of 360-degree feedback is to:
a.
network with as many stakeholders or coworkers as possible.
b.
take the informal methods of improving communication and formalize them.
c.
receive performance evaluations from many people.
d.
close the feedback loop and continue to the next stage of the strategy process.
and abilities
AACSB: Analytic – Analytic skills
BLOOMS: Knowledge
67. Which of the following statements about criticism is NOT true?
a.
It is generally effective in getting people to change their behavior.
b.
It is a judgment of whether the person is right or wrong.
c.
Placing blame, embarrassment, and focusing on the person are types of criticism.
d.
The more criticism that employees receive the more defensive they become.
a
Easy
p. 197
MGMT.LUSS.16.06-05 – LO: 06–05
United States – BUSPROG – Analytic – Business knowledge and analytic skills
knowledge and abilities
AACSB: Analytic – Analytic skills
BLOOMS: Knowledge
68. ____ is the process of giving motivational feedback to maintain and improve performance.
a.
Coaching
b.
Criticism
c.
Inspiring
d.
Mentoring
a
Easy
p. 194
MGMT.LUSS.16.06-05 – LO: 06–05
United States – BUSPROG – Analytic – Business knowledge and analytic skills
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
69. Which of the following is NOT one of the coaching guidelines?
a.
Give praise and recognition.
Easy
p. 193
MGMT.LUSS.16.06-04 – LO: 06–04
United States – BUSPROG – Analytic – Business knowledge and analytic skills
Conceptual
BLOOMS: Knowledge
b.
Make feedback timely, but flexible.
c.
Focus on the person, not the behavior.
d.
Develop a supportive working relationship.
70. An employee has mismanaged a client relationship and lost the client. As the manager, you want to use a self-
evaluation type of coaching feedback. Which of the following might apply?
a.
“I told you to be careful with that relationship.”
b.
“I guess that this just shows why we emphasize training.”
c.
“When you lose clients, that makes me frustrated.”
d.
“Why do you suppose that client dropped us and went to our competitor?”
United States – BUSPROG – Analytic – Business knowledge and analytic skills
AACSB: Analytic – Analytic skills
BLOOMS: Comprehension
71. Which of the following would be an example of inferential descriptive feedback?
a.
“Our revenues are down 15 percent.”
b.
“Our branch came in third in customer satisfaction this quarter.”
c.
“Our poor performance ratings stem from attempting too many projects simultaneously.“
d.
“We weren’t able to comply with the home office’s report requirements.”
p. 195 – 196
United States – BUSPROG – Analytic – Business knowledge and analytic skills
Exhibit 6.3, p. 194
MGMT.LUSS.16.6.5 – 6.5
United States – BUSPROG – Analytic – Business knowledge and analytic skills
AACSB: Analytic – Analytic skills
BLOOMS: Knowledge
72. Which of the following is NOT one of the job instructional training (JIT) steps?
a.
Trainee receives preparation.
b.
Trainer presents the task.
c.
Trainer hands over the task.
d.
Trainee performs the task.
c
Moderate
Model 6.2, p. 196
MGMT.LUSS.16.06-05 – LO: 06–05
United States – BUSPROG – Analytic – Business knowledge and analytic skills
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
73. Feedback should generally be given as soon as possible:
a.
with appropriate flexibility.
b.
in order for rewards and punishments to have the highest impact.
c.
before you forget to give it.
d.
because learning is maximized while emotions are running high.
a
Moderate
p. 197
MGMT.LUSS.16.06-05 – LO: 06–05
United States – BUSPROG – Analytic – Business knowledge and analytic skills
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
74. Having employees assess their own performance is a part of ____.
a.
mentoring
b.
analyzing
c.
conflict resolution
d.
coaching
Moderate
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
75. Which of the following is used to explain the process managers go through in determining the reasons for effective or
ineffective performance and deciding what to do about it?
a.
Attribution theory.
b.
Psychological contract.
c.
Performance formula.
d.
BCF model.
a
Moderate
p. 198
MGMT.LUSS.16.06-06 – LO: 06–06
United States – BUSPROG – Analytic – Business knowledge and analytic skills
and abilities
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
76. The three factors that make up the performance formula are:
a.
ability, motivation, and goals.
b.
ability, goals, and resources.
c.
ability, motivation, and resources.
d.
goals, motivation, and resources.
c
Moderate
p. 198
MGMT.LUSS.16.06-06 – LO: 06–06
United States – BUSPROG – Analytic – Business knowledge and analytic skills
AACSB: Analytic – Analytic skills
Conceptual
77. If Chris has resources and is well trained, she may still lack ____.
a.
ability
exhibit 6.3, p. 194
MGMT.LUSS.16.06-05 – LO: 06–05
United States – BUSPROG – Analytic – Business knowledge and analytic skills
AACSB: Analytic – Analytic skills
BLOOMS: Knowledge
b.
motivation
c.
communication skills
d.
goals
78. In the performance formula, John and his team are not performing as well as other teams. Based on your assessment of
the situation, you believe that John and his team have the ability to perform well and seem to be motivated to do the work,
what should you do next?
a.
Get John’s commitment to change.
b.
Have John and his team sign a psychological contract.
c.
Check to see what resources that they may be lacking.
d.
Send them to training.
c
Moderate
p. 198, model 6.3, p. 199
MGMT.LUSS.16.06-06 – LO: 06–06
United States – BUSPROG – Analytic – Business knowledge and analytic skills
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Comprehension
79. Which of the following is typically NOT a mentor?
a.
Family.
b.
Higher-level managers.
c.
Immediate managers.
d.
Peers.
c
Moderate
MGMT.LUSS.16.06-06 – LO: 06–06
United States – BUSPROG – Analytic – Business knowledge and analytic skills
and abilities
Moderate
p. 198 and model 6.3 p. 199
MGMT.LUSS.16.06-06 – LO: 06–06
United States – BUSPROG – Analytic – Business knowledge and analytic skills
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Comprehension
80. The _______ is the unwritten implicit expectations of each party in a relationship.
a.
oral message-sending process
b.
performance formula
c.
attribution theory
d.
psychological contract
Moderate
p. 201
MGMT.LUSS.16.06-07 – LO: 06–07
United States – BUSPROG – Analytic – Business knowledge and analytic skills
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
81. ____ exists when disagreement and opposition support the achievement of organizational objectives.
a.
Functional conflict
b.
Dysfunctional conflict
c.
Friction
d.
A dilemma
a
Easy
p. 201
MGMT.LUSS.16.06-07 – LO: 06–07
United States – BUSPROG – Analytic – Business knowledge and analytic skills
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
82. Which of the following conflict management styles involves passive behavior?
a.
Negotiating.
b.
Accommodating.
c.
Forcing.
d.
Collaborating.
Easy
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
83. The ____ conflict style user attempts to passively ignore the conflict rather than resolve it.
a.
accommodating
b.
collaborating
c.
negotiating
d.
avoiding
Moderate
p. 202
MGMT.LUSS.16.06-07 – LO: 06–07
United States – BUSPROG – Analytic – Business knowledge and analytic skills
AACSB: Analytic – Analytic skills
Conceptual
84. The avoiding conflict style creates a ____ situation because the conflict is not resolved.
a.
win-lose
b.
lose-lose
c.
win-win
d.
you win some, I win some
Moderate
p. 202
MGMT.LUSS.16.06-07 – LO: 06–07
United States – BUSPROG – Analytic – Business knowledge and analytic skills
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
85. The accommodating conflict style is appropriate when:
a.
your stake in the issue is not high.
b.
time is not an issue.
exhibit 6.4, p. 202
MGMT.LUSS.16.06-07 – LO: 06–07
United States – BUSPROG – Analytic – Business knowledge and analytic skills
AACSB: Analytic – Analytic skills
BLOOMS: Knowledge
c.
a solution will only be temporary.
d.
the person enjoys being a follower.
86. The ____ conflict style user attempts to resolve the conflict by using aggressive behavior to get his or her way.
a.
accommodating
b.
collaborating
c.
negotiating
d.
forcing
Moderate
p. 203
MGMT.LUSS.16.06-07 – LO: 06–07
United States – BUSPROG – Analytic – Business knowledge and analytic skills
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
87. Which of the following is a disadvantage of the forcing conflict style?
a.
Giving in may be counterproductive.
b.
Conflicts do not get resolved.
c.
Overuse leads to hostility and resentment.
d.
Counterproductive results.
c
Moderate
p. 203
MGMT.LUSS.16.06-07 – LO: 06–07
United States – BUSPROG – Analytic – Business knowledge and analytic skills
and abilities
AACSB: Analytic – Analytic skills
Conceptual
Moderate
p. 203
MGMT.LUSS.16.06-07 – LO: 06–07
United States – BUSPROG – Analytic – Business knowledge and analytic skills
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
88. The ____ conflict style user attempts to resolve the conflict through assertive, give-and-take concessions.
a.
collaborating
b.
avoiding
c.
accommodating
d.
negotiating
Moderate
p. 203
MGMT.LUSS.16.06-07 – LO: 06–07
United States – BUSPROG – Analytic – Business knowledge and analytic skills
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
89. The negotiating conflict style is appropriate to use when:
a.
unpopular action must be taken on important issues.
b.
time is short.
c.
the conflict is between peers.
d.
the person enjoys being a follower.
Moderate
p. 204
MGMT.LUSS.16.06-07 – LO: 06–07
United States – BUSPROG – Analytic – Business knowledge and analytic skills
and abilities
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
90. The ____ conflict style user assertively attempts to jointly resolve the conflict with the best solution agreeable to all
parties.
a.
forcing
b.
collaborating
c.
accommodating
d.
negotiating
Moderate
p. 204
BLOOMS: Knowledge
91. All of the following is true about collaborating conflict style EXCEPT:
a.
It tends to lead to the best solution to the conflict, using assertive behavior.
b.
Conflict is resolved quickly.
c.
It is also called the problem-solving style.
d.
A collaborator is willing to change if a better solution is presented.
p. 204
United States – BUSPROG – Analytic – Business knowledge and analytic skills
AACSB: Analytic – Analytic skills
BLOOMS: Knowledge
92. The BCF model describes a conflict in terms of:
a.
behavior, character, and feelings.
b.
beliefs, communication, and facts.
c.
behavior, consequences, and feelings.
d.
behavior, communication, and feelings.
p. 206
United States – BUSPROG – Analytic – Business knowledge and analytic skills
and abilities
AACSB: Analytic – Analytic skills
BLOOMS: Knowledge
93. In responding to a conflict resolution, the first step is to:
a.
agree with some aspect of the complaint.
b.
listen to and paraphrase the conflict using the BCF model.
c.
ask for, and/or give, alternative conflict resolutions.
United States – BUSPROG – Analytic – Business knowledge and analytic skills
AACSB: Analytic – Analytic skills
d.
plan a BCF statement.
94. A(n) ____ is a neutral third party whom makes a binding decision to resolve a conflict.
a.
mediator
b.
consultant
c.
arbitrator
d.
negotiator
c
Moderate
p. 208
MGMT.LUSS.16.06-08 – LO: 06–08
United States – BUSPROG – Analytic – Business knowledge and analytic skills
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
95. The difference between a mediator and an arbitrator is that:
a.
the mediator apportions blame judiciously, whereas the arbitrator deals only with concrete issues.
b.
mediators commonly use a negotiating style, while arbitrators typically use a collaborating style.
c.
the arbitrator’s ruling is binding.
d.
arbitrators are only used in management–labor negotiations.
c
Challenging
p. 208
MGMT.LUSS.16.06-08 – LO: 06–08
United States – BUSPROG – Analytic – Business knowledge and analytic skills
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Comprehension
Moderate
p. 207
MGMT.LUSS.16.06-08 – LO: 06–08
United States – BUSPROG – Analytic – Business knowledge and analytic skills
and abilities
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
Subjective Short Answer
96. List the steps in the oral message-sending process.
97. List and explain the three parts of the message-receiving process.
Checking understanding is the process of giving feedback.
United States – BUSPROG – Analytic – Business knowledge and analytic skills
AACSB: Communication – Communication Abilities
BLOOMS: Knowledge
98. Describe paraphrasing and state why it is used.
United States – BUSPROG – Analytic – Business knowledge and analytic skills
understanding; (5) get a commitment and follow up.
United States – BUSPROG – Analytic – Business knowledge and analytic skills
BLOOMS: Knowledge
99. Identify two common approaches to getting feedback, and explain why they don’t work.
100. Describe the difference between criticism and coaching feedback.
101. Discuss the relationship between the performance formula and the coaching model.
102. Define the five conflict management styles.
103. List the steps in the initiating conflict resolution model.
104. What should be included in your plan to send a message?
105. What are the three parts of a written outline?
106. As an average, how many words should a sentence have, and how many sentences should there be in a paragraph?
107. Which personality traits are associated with being closed to feedback?
108. What are the four guidelines to getting feedback on messages?
109. What is 360-degree feedback, and are many organizations using it?
110. Should a supportive working relationship be a true friendship?
111. Why doesn’t criticism work?
112. Are all managers mentors?
113. How do you know when you are in conflict?