Chapter 18 Final Exam

Question 1

Communication

Answer 1

The process of sending and receiving symbols with meanings attached

Question 2

Noise

Answer 2

Anything that interferes with the effectiveness of communication

Question 3

Types of Noise

Answer 3

Semantic problems, absence of feedback, improper channels, physical distractions, status effects, and cultural differences

Question 4

Common Sources of Noise

Answer 4

Informational filtering, poor choice of channel, poor written/oral expression, failure to recognize nonverbal signals, and physical distrations

Question 5

Information Filtering

Answer 5

The intentional distortion of information to make it appear most favorable to the recipient

Question 6

Communication Channels

Answer 6

The pathway through which a message moves from sender to receiver

Question 7

Nonverbal Communication

Answer 7

Takes place through gestures and body lauguage

Question 8

Proxemics

Answer 8

Involves the use of space in communication

Question 9

Conflict

Answer 9

A disagreement over issues of substance and/or an emotional antagonism

Question 10

4 Types of Conflict

Answer 10

1) Substantive Conflict
2) Emotional Conflict
3) Functional Conflict
4) Dysfunctional Conflict

Question 11

Substantive Conflict

Answer 11

Involves disagreements over goals, resources, rewards, policies, procedures, and job assignments

Question 12

Emotional Conflict

Answer 12

Results from feelings of anger, distrust, dislike, fear, and resentment, as well as from personality clashes

Question 13

Functional Conflict

Answer 13

Constructive and helps task performance

Question 14

Dysfunctional Conflict

Answer 14

Destructive and hurts task performance

Question 15

5 Interpersonal Styles of Conflict Management

Answer 15

1) Avoidance
2) Accommodation
3) Competition
4) Compromise
5) Collaboration

Question 16

Avoidance

Answer 16

Pretends that a conflict doesn’t really exist

Question 17

Accommodation

Answer 17

Plays down differences and highlights similarities to reduce conflicts

Question 18

Competition

Answer 18

Uses force, superior skill, or domination to “win” a conflict

Question 19

Compromise

Answer 19

Occurs when each party in the conflict gives up something of value to the other

Question 20

Collaboration

Answer 20

Involves working through conflict differences and solving problem so everyone wins

Question 21

3 Results of Conflict Management

Answer 21

1) Lose-Lose Conflict
2) Win-Lose Conflict
3 Win-Win Conflict

Question 22

Lose-Lose Conflict

Answer 22

No one achieves his or her true desires, and the underlying reasons for conflict remaining unaffected

Question 23

Win-Lose Conflict

Answer 23

One party achieves its desires, and the other party does not

Question 24

Win-Win Conflict

Answer 24

The conflict is resolved to everyone’s benefit

Question 25

Negotiation

Answer 25

The process of making joint decisions when the parties involved have different preferences

Question 26

Bargaining Zone

Answer 26

The space between one party’s minimum reservation point and the other party’s maximum reservation point

Question 27

3 Types of Third-Party Dispute Resolution Strategies

Answer 27

1) Mediation
2) Arbitration
3) Ombudsperson

Question 28

Mediation

Answer 28

A neutral party tries to help conflicting parties improve communication to resolve their dispute

Question 29

Arbitration

Answer 29

A neutral third party issues a binding decision to resolve a dispute

Question 30

Ombudsperson

Answer 30

A designated neutral third party who listens to complaints and disputes in an attempt to resolve them

Question 31

Myth of the Fixed Pie

Answer 31

Mindset leads us to interpret most competitive situations as purely win-lose