26) When using face-to-face communication channel, how much of your total message is contributed through gestures and other nonverbal signals? A) 55% B) 38% C) 7% D) 45% 27) Doublespeak is best defined by which statement? A) "Friday will be your last workday. We are debloating the workforce." B) "We have too many employees. In other words, some people have to be fired." C) "It is essential that you check everything twice." D) Don't make me say it again." 28) Which part of the head provides the most important and key nonverbal symbols? A) The mouth B) The forehead C) The eyes D) The nose 29) Snap judgments are best defined as ________. A) conclusions drawn instantly B) forming opinions C) all-inclusive words D) deliberate deception of others 30) The communication barrier that relates to an individual's status in the organization is known as ________. A) rank B) credibility gap C) gatekeeping D) verbal cocoon 31) What do we call a person or device that controls or limits access to another person? A) Gatekeeper B) Doorkeeper C) Credibility gap keeper D) Verbal cocoon keeper 32) Amanda has been told to use open questions when she interviews job candidates. What should she be considering as she prepares her questions? A) Questions requiring more than just a yes or no answer. B) Questions with more than two correct answers. C) Questions with no answer. D) Questions that can be answered yes or no. 33) What is required for listening to occur? A) Hearing information B) Wanting and needing the information C) Proximity and proclivity D) Hearing and attending to the information 34) Options involved in a conflict involve which of the following? A) The alternatives that will resolve a conflict. B) The different approaches to starting a conflict. C) The alternative approaches to ending a conflict. D) The different approaches to handling a conflict. 35) In a conflict, an alternative would be ________. A) the consequences of not resolving a conflict B) the consequences of not starting a conflict C) the third party affected by the conflict D) the third party involved in the conflict 36) "I would like to call this first meeting of union representatives and management to discuss quality issues to order," said Senior VP Raul Chavez. "As you all should now, we must either significantly increase quality or we will lose virtually all of our current contracts." Denise Wallace interjected, "The union has drawn up a list of actions for both union members and management to take and I previously sent a copy to Andy Dobbins." Dobbins, Senior Operations Manager, held up the list and said, "I've looked over the list and most of these are workable. I've also added a few ideas from management." Raul looked around the table and said, "May I suggest we look over everything we have to date, change or make additions to that and come to a consensus on actions managers and union members can take?" The others nodded in agreement. What conflict characteristics are present here? 1. feud mentality 2. everyone syndrome 3. going for broke 4. me syndrome 5. you syndrome 6. problem-solving mentality A) 2 and 6 B) 1, 3, 4, and 5 C) 2, 4, 5, and 6 D) 1, 2, 3, 4, 5, and 6 37) Jamal looked at Sue and said, "We have to renegotiate these rates. The price of energy has dropped dramatically and our recent school funding referendum failed. My high school cannot afford to heat the buildings properly at this rate. Energy costs are second only to teacher salaries for us. If we can't get a better rate, the board has no choice but to close this school and send the students across the town. That will mean overcrowding for the students but it will also mean much less money for you because that building has the experimental solar and methane gas co-generation plant. If the rate can be cut in half, we would be willing to extend our agreement to buy from you beyond the 18 months we have left to 4 years."What is the conflict demand in this situation? A) To build a co-generation plant. B) To close the building and move the students across town. C) To extend the current agreement to four years. D) To reduce the energy rate to half the current rate. 38) Which of the following situations describes proper etiquette for using the office copier? A) Your job involves making 20 copies of 8 pages on letterhead paper with 120% magnification, increased darkness, 2-sided copies from 1-sided originals, collated, and stapled. When your job is done, you leave the machine with this setup just in case the next person who makes copies needs the same thing. B) Your job involves making 20 copies of 8 pages on letterhead paper with 120% magnification, increased darkness, 2-sided copies of 1-sided originals, collated, and stapled. Frank is asking you to stop your job so that he can make 15 copies of 1 page. C) You need to make 6 copies of 1 page and believe you should go before Frank who needs to make 14 copies of 31 pages. D) You are in the middle of making 80 copies of 3 pages. Frank needs to make one copy of 200 pages and has asked to interrupt your job. 39) Which of the following situations describes proper etiquette when you are the one CALLING a meeting? A) You invite the whole department, 27 people, to a problem-solving meeting. B) You ask for a volunteer to arrange the date, time, and location of the meeting. C) You arrive late so you are not kept waiting. D) You prepare an agenda so the group knows what will be discussed. 40) Today's etiquette indicates that cell phones should be used in which of the following places? A) In the classroom B) In the theater C) In the restaurant D) None of the above 41) Meetings that last longer than ________ should include a scheduled break. A) 75 B) 90 C) 60 D) 45 42) Moral principles of right conduct are ________. A) morality B) responsibility C) ethics D) etiquette 43) The goodness or badness of human action or behavior is ________. A) ethics B) morality C) responsibility D) etiquette 44) A manager who focuses on social goals as the overall goal of management would be considered to follow the ________ philosophy of social responsibility A) Profit-action B) Trustee-of-profit C) Profit-quest D) Enlightened self-interest 45) Laying off employees and reorganizing a firm is typically referred to as ________. A) downsizing B) acquisition C) implementation D) quality management 46) What are the technical skills an employee needs to complete the job duties as outlined in their job description? A) The skills needed to supervise other individuals. B) The skills needed to manage yourself. C) The skills needed to perform job tasks. D) The skills to communicate and work with others. 47) What are the interpersonal skills an employee needs to complete the job duties as outlined in their job description? A) The skills to communicate and work with others. B) The skills needed to supervise other individuals. C) The skills needed to perform job tasks. D) The skills needed to manage yourself. 48) The process of job design includes ________. A) Creating a list of tasks needed to be performed in order to manage a job. B) Listing the assortment of skills a person needs to perform their job. C) Planning how and when to hire employees. D) Defining and dividing tasks into jobs and describing the jobs and individuals best capable of performing them. 49) What type of organization design is focused on how knowledge is acquired and disseminated throughout a firm? A) Horizontal organization B) Learning organization C) Virtual organization D) Liberation management organization 50) Mark Majors is Vice-President of Marketing at a large consumer products company. Augusta Sinclair is a new Advertising Manager. Salvador Pina is the chief salesperson. A reorganization is in progress. In order to follow the chain of command principle, which one of these structures is NOT permissible? A) Mark, Augusta, and Salvador all managed by separate individuals B) Mark managing Augusta and Salvador C) Mark managing Augusta and Salvador in a separate department D) Augusta managing Mark and Salvador  |
