978-1285866352 Chapter 6 Solution Manual Part 3

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Concept Application 6-2 Criticism or Coaching Feedback

a 11. Criticism. Once you get emotional, it sends the signal that the person did something bad.

In a calm voice: “Let me help you with that.”

Concept Application 6-3 Selecting Conflict Management Styles

b 16. Accommodating. When the conflict is not important to you but is for the other party, let it go. If you

take a stance against the other person, this person and others that side with this person will not help in

networking.

CASE ANSWERS

Reed Hastings—Netflix

1. How did Hastings change his use of communications in sending and receiving messages from Pure

Software to Netflix?

At Pure, Hastings was primarily just sending messages to get things done his way. But at Netflix, he changed to

2. How did Hastings change his use of feedback from Pure Software to Netflix?

Essentially, he went from not using feedback to using it.

At Pure, Hastings was not open to feedback. He couldn’t take

3. How did Hastings change his use of coaching guidelines (Exhibit 6.3) from Pure Software to Netflix?

Number corresponds to the number in Exhibit 6.3. Hasting did 1 develop a more supportive working relationship at

4. Which conflict management style did Hastings tend to use at Pure and Netflix?

5. In making a deal with content suppliers, which conflict management style was most likely used by

Netflix?

Making a deal is a negotiation, so the negotiating conflict, or the collaborating, conflict style was most likely used.

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6.

How would you improve Netflix’s product offerings (i.e., what things can’t you watch that you would like to

watch) or processes (i.e., how can it improve its delivery or service)?

Answers will vary, but chances are someone will suggest offering new release movies faster. Netflix is well aware

CUMULATIVE CASE ANSWERS

7. Which level or levels of analysis and leadership paradigm are presented in this case, and did Hastings use

the management or leadership paradigm (Chapter 1)?

The case discusses Hastings leadership styles (individual level analysis) at both companies he founded, and it

includes more information about the company (organizational level). For the paradigm, the case discusses

8. How did Hastings Big Five model of personality leadership traits change from Pure Software to Netflix

(Chapter 2)?

For surgency, Hastings level of dominance decreased as he went from an autocratic style at Pure to using a

participative style at Netflix. For agreeableness, he became more sociable and sensitive (not putting employees

9. Which University of Iowa leadership styles did Hastings use at Pure Software and Netflix (Chapter 3)?

10. Explain how power, organizational politics, networking, and negotiation are, or are not, discussed in the

case (Chapter 5)?

Power is discussed as at Pure Hastings used his position power and coercive power with pressure tactics to get

things done his way. But at Netflix, he changed to give more power to employees by using more personal power

CASE EXERCISE AND ROLE-PLAY

An option not using role-playing is to have individuals give their list of ideas to question 6 to the class, and then

have the class select the two or three best questions.

VIDEO CASE ANSWERS

Communication at Navistar International

3. Explain why the communication skills and techniques used within a business unit (department) are not

always effective in communicating across business units or up and down the corporate ladder.

4. Explain why conflict resolution communication skills are not always present in everyday workplace

situations and how a skilled communications professional would add value to that workplace.

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DEVELOPING YOUR LEADERSHIP SKILLS 6-1 IDEAS AND ANSWERS

Giving Instructions

Total Time (30–50 minutes)

To keep the exercise to fewer than 30 minutes, do not do procedure 4. Have each student be either the manager

(sender) or employee (receiver) only.

Recommended approximate time for a 50-minute period:

8:00 Procedure 1 3 minutes

8:03 Procedure 2 2 minutes

8:05 Procedure 3 20 minutes (15 minutes for Drawing; 5 minutes for Integration)

8:25 Procedure 4 20 minutes (15 minutes for Drawing; 5 minutes for Integration)

8:45 Conclusion 3 minutes

8:48 Apply It 2 minutes

8:50

You may find that your students will take more or less time than recommended.

Instructor Preparation for this Exercise

You or an assistant will have to make copies of Drawings 1 and 2. You need the total equal to at least half the

Testing on Skill-Development Exercise 6-1

For this exercise, you can focus on having students list the five steps in the message-sending process, with only

Test Question and Answer (Also found in Test Bank)

Instructions

Start by stating which drawing (1 or 2) you are giving instructions for and the three object shapes. List the first step

in the message-sending process, followed by what you would say to the employee for this step. List step 2 of the

process, followed by what you would say. List step 3 of the process, but only give instructions for object 1. List

steps 4 and 5, followed by what you would say for each step.

1. Giving Instructions. For this question, use the drawing you gave instructions for during the in-class Skill

Builder 1.

Step 1. Develop rapport.

Step 2. State your communication objective.

Step 3. Transmit your message.

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Step 4. Check the receiver’s understanding.

Step 5. Get a commitment and follow up.

Grading

Drawings

See pages 117 and 118 for full-page drawings, which you need to have copied and bring to class.

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Drawing 1 Giving Instructions (Developing Your Leadership Skills 6-1)

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Drawing 2 Giving Instructions (Developing Your Leadership Skills 6-1)

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Self-Assessment 6-3

Determining Your Preferred Communication Style

This is used with Behavior Model Skills Training 6-1

BEHAVIOR MODEL SKILLS TRAINING 6-1

Situational Communications

Showing the video takes around 12 minutes. If you stop the video at the pause points, it will take longer. The video

may also be followed by a class discussion, which will vary the time required. This video addresses a scenario

between two managers, Steve and Darius, who meet to discuss faulty parts. Students should realize that neither

manager is the other’s boss; so situational communications rather than situational management is appropriate.

The video can be used to explain how to use the model, and it illustrates the four situational communication styles,

as explained in Developing Your Leadership Skills 6-2. The video can be shown as an introduction to Developing

Your Leadership Skills 6-2 or as an independent video.

When showing this video, you have two major options: (1) Show the video, pausing it to give students time to place

their answers to procedure 1, and then go over the answers given below. (2) Pause, but do not give the answers until

after showing all four scenes. (The answers are on the video.) I personally give the answers after each scene. I try to

get students to realize that they must focus on the behavior as being primarily task-oriented (autocratic),

relationship-oriented (participative), both (consultative), or neither (empowerment).

Scene 1. (E) Empowerment low task/low relationship behavior

At the end of the video, the following question is posed: “Which style would produce the best and worst results?” As

stated in the video, the appropriate style is autocratic. The autocratic communication style would get the best results.

Students should realize this as they watch the video scenes. The second-best communication is consultative. Either

the autocratic or consultative will produce good results. However, participative and empowerment will get the worst

results because the manager is not willing to change without force, which is not provided with participative and

empowerment styles.

DEVELOPING YOUR LEADERSHIP SKILLS 6-2 IDEAS AND ANSWERS

Situational Communications

Total Time (10–75 minutes)

You may select any length of time to spend on this exercise. Do as many situations as you have time to do in the

allotted time, and give the students the answers to the remaining situations not covered. To save class time, you can

cover the Situational Communication model (Model 6.6) and situation 1 in class (prior to procedure 1), then have

the class do the other 11 situations for homework. You can quickly give them the answers during the next class

meeting.

Recommended approximate time for a 60-minute period:

8:00 Procedure 1 20 minutes

8:20 Procedure 2 5 minutes

8:25 Procedure 3 30 minutes

8:55 Conclusion 3 minutes

8:58 Apply It 2 minutes

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9:00

Times will vary. If you need more time for procedures 1 and 2, take it and cut back on procedure 3. You can give

students the answers to the situations not covered.

Answer Form

Instructions: Refer to the Situational Communication model (Model 6.6). First, determine if there is sufficient time

to engage in two-way communication. On the Time line, place Y (yes) or N (no). Second, assess the level of

*Recommended answers to the 12 communication situations appear at the end of the exercise on page 124.

Testing on Skill-Development Exercise 6-2

Four situations similar to the 12 in this exercise are in the Test Bank. However, they are not multiple-choice

Note: The four lines do not appear when the computer test is printed. I tell students to set up the test this way.

Variables:

_____ 1. ____________________

_____ 2. ____________________

_____ 3. ____________________

_____ 4. ____________________

Communication Style:

Behavior:

Action Taken:

Test Questions and Answers (Also in Test Bank)

Instructions

For the Variables line, write the numbers 1 to 4. To the right of the four numbers, write the four variables. To the left

of the four numbers, write the answers to each variable from the Situational Communication Model that represents

1. Situational Communication. You have just walked into the back of the room, where your employees are

working in the front. There is a lot of smoke, which they do not realize, in the back of the room. Your

employees are very highly capable and like to participate in decision making. As a situational communicator,

you should do what?

Solution

Variables: