Fundamentals of Organizational Behaviour, Fifth Canadian Edition
Chapter 6— Communication, Conflict, and Negotiation
Chapter 06: Communication, Conflict, and Negotiation
1) Terrance is reviewing his company’s policy on environmental responsibility in
preparation for a meeting. He is engaging in ________ a message.
a. encoding
b. decoding
c. filtering
d. forcing
e. distributing
2) Who of the following is encoding a message?
a. Marta, who is writing a technical report
b. Hillary, who is hearing a rumour on the grapevine
c. Flora, who is reading an email from her boss
d. Heather, who is the target of upward communication
e. Elise, who is giving a speech
3) The final step in the communication process is
a. decoding the message.
b. the feedback loop.
c. deciding on the channel of feedback.
d. deciding on the context of communication.
e. translating the process.
Fundamentals of Organizational Behaviour, Fifth Canadian Edition
Chapter 6— Communication, Conflict, and Negotiation
4) “What is communicated” is the actual physical product originating from the source
encoding. This is called
a. the channel.
b. the message.
c. jargon.
d. the medium.
e. the feedback loop.
5) The medium through which communication travels is called
a. the receiver.
b. the message.
c. the feedback mechanism.
d. the channel.
e. the translation mechanism.
6) Whenever Riley is at a meeting, he feels stress because he fears being asked a question
and having to respond to it in front of the group. Riley is experiencing
a. defensiveness.
b. communication apprehension.
Fundamentals of Organizational Behaviour, Fifth Canadian Edition
Chapter 6— Communication, Conflict, and Negotiation
c. feedback.
d. selective perception.
e. filtering.
7) It is important to consider the ________ of the situation when deciding upon the
message, the communication channel, and the formality of the message.
a. defensiveness
b. goals
c. workplace
d. context
e. dimensions
8) Channel richness is determined by the ability of the channel to
a. handle multiple cues, and appeal to a diverse group of individuals.
b. handle multiple cues at the same time, be personal, and allow rapid feedback.
c. handle multiple cues, and aid in downward communication.
d. be accurate, and support the encoder and decoder.
e. support the grapevine, be impersonal, and allow for immediate feedback.
Fundamentals of Organizational Behaviour, Fifth Canadian Edition
Chapter 6— Communication, Conflict, and Negotiation
9) Samir has to lay off a long-term employee as a result of the downturn in the economy.
Which communication channel would be most appropriate to deliver this message?
a. email
b. telephone
c. instant messaging
d. face-to-face
e. memo
10) ________ is a richer communication channel than ________.
a. Live speech; videoconferencing
b. A memo; email
c. A telephone conversation; videoconferencing
d. Videoconferencing; online discussion group
e. A prerecorded speech; live speeches
11) Face-to-face communication
a. scores highest in terms of channel richness.
b. provides for a minimum amount of information to be transmitted.
c. delays feedback.
d. offers minimal information cues.
e. provides the poorest quality of information and meaning.
Fundamentals of Organizational Behaviour, Fifth Canadian Edition
Chapter 6— Communication, Conflict, and Negotiation
12) SCENARIO 6-1
Mackenzie, a sales representative for Alliance Ltd., is having trouble explaining the
benefits of his product to potential customers. Mackenzie has thought about how he does
things and is thinking that he should improve the way he communicates. He has decided
to examine the communication process model and hopes it will help him. Currently,
Mackenzie calls potential customers on the phone, and has a brief phone conversation
with them, telling them what new products are available. He then sends them the products
via ground transportation. His customers frequently return the products because they are
not what they were expecting, or because the customers did not want them in the first
place.
Referring to SCENARIO 6-1, if Mackenzie’s customers complain that they don’t
understand the products. This problem seems to be ina. encoding.
b. filtering.
c. affective conflict.
d. selective perception.
e. proxemics.
13) SCENARIO 6-1
Mackenzie, a sales representative for Alliance Ltd., is having trouble explaining the
benefits of his product to potential customers. Mackenzie has thought about how he does
things and is thinking that he should improve the way he communicates. He has decided
to exam the communication process model and hopes it will help him. Currently,
Mackenzie calls potential customers on the phone, and has a brief phone conversation
with them, telling them what new products are available. He then sends them the products
via ground transportation. His customers frequently return the products because they are
not what they were expecting, or because the customers did not want them in the first
place.
Referring to SCENARIO 6-1, returned goods are a form ofa. feedback.
Fundamentals of Organizational Behaviour, Fifth Canadian Edition
Chapter 6— Communication, Conflict, and Negotiation
b. information overload.
c. encoding.
d. defensiveness.
e. decoding.
14) SCENARIO 6-1
Mackenzie, a sales representative for Alliance Ltd., is having trouble explaining the
benefits of his product to potential customers. Mackenzie has thought about how he does
things and is thinking that he should improve the way he communicates. He has decided
to exam the communication process model and hopes it will help him. Currently,
Mackenzie calls potential customers on the phone, and has a brief phone conversation
with them, telling them what new products are available. He then sends them the products
via ground transportation. His customers frequently return the products because they are
not what they were expecting, or because the customers did not want them in the first
place.
Referring to SCENARIO 6-1, if Mackenzie is having problems understanding what
customers are trying to tell him, he is having a problem witha. the channel.
b. decoding.
c. encoding.
d. the medium.
e. information overload.
15) SCENARIO 6-1
Mackenzie, a sales representative for Alliance Ltd., is having trouble explaining the
benefits of his product to potential customers. Mackenzie has thought about how he does
things and is thinking that he should improve the way he communicates. He has decided
to exam the communication process model and hopes it will help him. Currently,
Fundamentals of Organizational Behaviour, Fifth Canadian Edition
Chapter 6— Communication, Conflict, and Negotiation
Mackenzie calls potential customers on the phone, and has a brief phone conversation
with them, telling them what new products are available. He then sends them the products
via ground transportation. His customers frequently return the products because they are
not what they were expecting, or because the customers did not want them in the first
place.
Referring to SCENARIO 6-1, Mackenzie could improve his channel of communication
by using a richer channel such asa. online pictures.
b. videoconferencing.
c. formal reports.
d. email.
e. prerecorded descriptions of the products.
16) Wilhelm, a senior salesperson at YKD Ltd., met with his manager the other day about
the report of projected sales for his department. Wilhelm wanted his manager to feel
confident about the abilities of the department, so Wilhelm spoke highly of the report.
However, Wilhelm knows that the projected sales data are inaccurate and likely
unattainable. Wilhelm is
a. using selective perception.
b. using filtering.
c. communicating favourably.
d. being defensive in his communication.
e. preventing information overload.
17) The more levels a message must go through to reach the bottom of the organizational
hierarchy, the more likely that
a. diversity will confuse the message.
Fundamentals of Organizational Behaviour, Fifth Canadian Edition
Chapter 6— Communication, Conflict, and Negotiation
b. there will be information overload.
c. emails will be used.
d. filtering will occur.
e. there will be defensiveness.
18) SCENARIO 6-2
Dave is Janice’s supervisor in the research department. When Dave asked Janice how
soon she could start a new research project, Janice answered: “I honestly don’t know
because I have too much to do, but you can help me by editing the report I’m working
on.” Dave replied, “Are you telling me that you do not have enough time to do some
minor editing? I don’t really think that it is a two–person job and, by the way, I’m busy
too!”
Referring to SCENARIO 6-2, which barrier of effective communication would most
likely describe Dave’s response?a. defensiveness
b. use of a second language
c. filtering
d. selective perception
e. cultural differences
19) SCENARIO 6-2
Dave is Janice’s supervisor in the research department. When Dave asked Janice how
soon she could start a new research project, Janice answered: “I honestly don’t know
because I have too much to do, but you can help me by editing the report I’m working
on.” Dave replied, “Are you telling me that you do not have enough time to do some
minor editing? I don’t really think that it is a two–person job and, by the way, I’m busy
too!”
Fundamentals of Organizational Behaviour, Fifth Canadian Edition
Chapter 6— Communication, Conflict, and Negotiation
Referring to SCENARIO 6-2, if one explained Dave’s response as due to tension and
anxiety about oral communication, written communication, or both, according to your
text, this would describea. a feedback loop.
b. information overload.
c. filtering.
d. selective communication.
e. communication apprehension.
20) SCENARIO 6-2
Dave is Janice’s supervisor in the research department. When Dave asked Janice how
soon she could start a new research project, Janice answered: “I honestly don’t know
because I have too much to do, but you can help me by editing the report I’m working
on.” Dave replied, “Are you telling me that you do not have enough time to do some
minor editing? I don’t really think that it is a two-person job and, by the way, I’m busy
too!”
Referring to SCENARIO 6-2, Dave’s answer seems to be influenced bya. cognition.
b. selective perception.
c. filtering.
d. defensiveness.
e. emotions.
21) Monty has often been accused by his boss of only remembering what he wants to
remember according to what he finds interesting. This is known as
a. communication apprehension.
b. selective perception.
Fundamentals of Organizational Behaviour, Fifth Canadian Edition
Chapter 6— Communication, Conflict, and Negotiation
c. emotions.
d. filtering.
e. communication overload.
22) Pierre is a good listener, but sometimes he feels overwhelmed and can’t remember
anything when too much information comes at him at the same time. Pierre is
experiencing
a. communication apprehension.
b. selective perception.
c. information overload.
d. filtering.
e. emotions.
23) A form of communication that is often misinterpreted and which can be taken as
expressing either dissatisfaction or agreement with the majority is
a. prejudice.
b. selective perception.
c. defensiveness.
d. filtering.
e. silence.
Fundamentals of Organizational Behaviour, Fifth Canadian Edition
Chapter 6— Communication, Conflict, and Negotiation
24) Filtering, selective perception, defensiveness, and language are all
a. potential barriers to effective communication.
b. communication techniques.
c. necessary for effective communication.
d. part of channel richness.
e. part of face-to-face communication.
25) A manager has her product development team participate in online meetings
whenever she has an idea, regardless of the time or day. This is an example of
a. blurring the line between employee’s work and non-work life.
b. communicating under stress.
c. information overload for all.
d. downward communication.
e. social networking.
26) The best approach to delivering a long message that needs to be saved is
a. a text message.
b. an instant message.
c. email.
d. face-to-face communication.
e. a telephone call.
Fundamentals of Organizational Behaviour, Fifth Canadian Edition
Chapter 6— Communication, Conflict, and Negotiation
27) Yoko could tell that her assistant was unhappy just from the way he sat at his desk.
Yoko is observing her assistant’s
a. perceptions.
b. proxemics.
c. kinesics.
d. affect.
e. encoding.
28) Messages conveyed through body movements, the intonations or emphasis we give to
words, and the physical distance between the sender and receiver are all referred to as
a. nonverbal communication.
b. kinesics.
c. reflex.
d. proxemics.
e. informal communication.
29) Allan’s boss asked for a report on the customer who received the wrong merchandise
and then decided to cancel her order as a result. Allan sent his boss a memo that left out
Fundamentals of Organizational Behaviour, Fifth Canadian Edition
Chapter 6— Communication, Conflict, and Negotiation
some key facts that would have pinned the blame on his best friend. Allan has thus
engaged in
a. selective perception.
b. defensiveness.
c. filtering.
d. decoding.
e. kinesics.
30) Kerry is known among her peers as a “close talker” because she is in the habit of
standing very close to people when she speaks with them. Kerry’s physical distance to
those she speaks with is known as
a. kinesics.
b. proxemics.
c. silence.
d. yielding.
e. forcing.
31) SCENARIO 6-3
You are a professor who is trying to mediate a dispute that occurred during your class.
Four members of a team who have been asked to make a presentation cannot agree on
how to proceed. The members are standing approximately 2 metres apart from one
another, they are frowning, and they are not speaking with one another. When asked to
explain what is going on, the tone of their voices indicates that they are unhappy with the
situation.
Referring to SCENARIO 6-3, you assess the situation, and by studying the ________
cues, you conclude that this group is having difficulty communicating.a. filtering
Fundamentals of Organizational Behaviour, Fifth Canadian Edition
Chapter 6— Communication, Conflict, and Negotiation
b. reflex
c. nonverbal
d. cultural
e. emoticon
32) SCENARIO 6-3
You are a professor who is trying to mediate a dispute that occurred during your class.
Four members of a team who have been asked to make a presentation cannot agree on
how to proceed. The members are standing approximately 2 metres apart from one
another, they are frowning, and they are not speaking with one another. When asked to
explain what is going on, the tone of their voices indicates that they are unhappy with the
situation.
Referring to SCENARIO 6-3, the field of study that would help you understand the
message communicated by the physical distance between members would bea.
organizational communications.
b. proxemics.
c. cross-cultural communications.
d. emoticons.
e. kinesics.
33) SCENARIO 6-3
You are a professor who is trying to mediate a dispute that occurred during your class.
Four members of a team who have been asked to make a presentation cannot agree on
how to proceed. The members are standing approximately 2 metres apart from one
another, they are frowning, and they are not speaking with one another. When asked to
explain what is going on, the tone of their voices indicates that they are unhappy with the
situation.
Fundamentals of Organizational Behaviour, Fifth Canadian Edition
Chapter 6— Communication, Conflict, and Negotiation
Referring to SCENARIO 6-3, you have interpreted the message througha. verbal
communication.
b. silence.
c. proxemics.
d. kinesics.
e. All of the above.
34) Research by Deborah Tannen shows that men use conversation in order to ________,
whereas women use conversation in order to ________.
a. emphasize status; create connections
b. build relationships; get promotions
c. establish boundaries; emphasize status
d. create networks; emphasize separateness
e. create networks; manage impressions
35) Organizational boundaries have become less important as a result of
a. multiculturalism in Canada.
b. electronic communication.
c. jargon.
d. email.
e. globalization.
Fundamentals of Organizational Behaviour, Fifth Canadian Edition
Chapter 6— Communication, Conflict, and Negotiation
36) When comparing communication styles between males and females, Deborah Tannen
found that
a. men criticize women for not listening.
b. women criticize other women for seeming to apologize all the time.
c. women prefer being indirect and being subtle.
d. men use the opportunity to explain a problem as a means of developing cohesiveness.
e. men use talk to emphasize dependence.
37) Communication technologies that allow users to set up lists of contacts, updating
casual information, and hosting chat rooms for personal contacts are examples of
a. communication networks.
b. instant messaging.
c. social networking.
d. silent communication.
e. email.
38) The ability of employees to “tweet” on any work topic can
a. create barriers to formal communications.
b. lead to increase in internal email communication.
c. lead to less organizational control over sensitive information.
Fundamentals of Organizational Behaviour, Fifth Canadian Edition
Chapter 6— Communication, Conflict, and Negotiation
d. explain confusing messages in more detail.
e. lead to information overload.
39) Conflict exists
a. if there is diversity among the parties involved.
b. only if it is perceived as such by the parties involved.
c. even if it is not perceived as such by the parties involved.
d. if there are differences of opinion by the parties involved.
e. if there is disagreement between the parties involved.
40) ________ conflict is generally ________ conflict, while ________ conflict is
generally ________ conflict.
a. Cognitive; functional; affective; dysfunctional
b. Cognitive; dysfunctional; affective; functional
c. Cognitive; incompatible; affective; goal
d. Dysfunctional; affective; functional; cognitive
e. Dysfunctional; cognitive; functional; affective
Fundamentals of Organizational Behaviour, Fifth Canadian Edition
Chapter 6— Communication, Conflict, and Negotiation
41) Whenever Irene has a disagreement with a co-worker, it isn’t long before she
launches a personal attack on the other person. When she does this, she is engaging in
________ conflict.
a. effective
b. cognitive
c. functional
d. affective
e. cross-cultural
42) Tim was usually very vocal at staff meetings. It was true that he often opposed the
ideas of others at these meetings, but most would agree that his opposition often led to
some new and better ideas. Tim is engaging in ________ conflict.
a. dysfunctional
b. kinesics
c. functional
d. proxemics
e. encoding
43) Based on the research findings discussed in your text, you would expect that teams
experiencing ________ conflict to generate better decisions than teams that experience
________ conflict.
a. affective; cognitive
b. effective; cognitive
c. cognitive; affective
d. defective; affective
Fundamentals of Organizational Behaviour, Fifth Canadian Edition
Chapter 6— Communication, Conflict, and Negotiation
e. creative; no
44) Researchers use ______________ to describe people’s conflict management
strategies.
a. functional conflict
b. filtering
c. dual concern theory
d. cognitive conflict
e. selective perception
45) The conflict-handling strategy that combines assertiveness and cooperation is
a. problem solving.
b. forcing.
c. avoiding.
d. yielding.
e. compromising.
Fundamentals of Organizational Behaviour, Fifth Canadian Edition
Chapter 6— Communication, Conflict, and Negotiation
46) When Steve complained loudly to Ron that he was overworked, Ron got permission
from his boss to extend the deadline for the project that Steve was working on. Which
conflict-handling approach is Ron using?
a. forcing
b. compromising
c. problem solving
d. avoiding
e. yielding
47) The conflict-handling strategy that represents the mid-range on both assertiveness
and cooperativeness is
a. problem solving.
b. forcing.
c. avoiding.
d. yielding.
e. compromising.
48) The assertiveness dimension of the conflict-handling strategy is the degree to which
a. one party attempts to satisfy his/her own concerns.
b. one party attempts to satisfy the other party’s concerns.
c. one party attempts to satisfy everyone’s concerns.
d. one party is competitive.
e. all parties attempt to satisfy organizational goals.