1、Chapter 10 Communication and Interpersonal Skills1Chapter Ten: Communication and Interpersonal SkillsMultiple Choice Questions1. Which of the following is an advantage of oral communication?a. Accurate when passing through many people.b. Chance for timely feedback.c. More likely to be well thought o
2、ut.d. Permanent record of the communication.2. A major drawback of written communication isa. lack of feedback.b. lack of precision.c. that it is usually less well thought out.d. lack of verifiable, permanent record.3. The GREATEST value of feedback is that isa. allows for further discussions betwee
3、n the sender and receiver.b. is not necessary in written communication because the message is tangible and verifiable.c. forces the sender to think twice about what is communicated.d. improves communication by reducing the chance of misunderstandings.4. _ is/are an example of body language.a. The sp
4、eed at which we speakb. Eye contactc. Hand gesturesd. All of the above.5. Intentional distortion of information to enhance its appearance isa. called filtering.b. consistent with cultures that reward performance.c. called shaping communication.d. more likely to occur in simple organizational structu
5、res.6. According to the _ conflict, conflict can stimulate employees to be more productive, cooperative and creative.a. traditional view of b. organizational view of c. interactionist view of d. substantive view of7. Communication is distorted whena. body language and verbal intonations are usedb. b
6、ody language and intonation are not alignedc. the information is complexd. E-mail, which lacks feedback opportunities, is used8. _ are primary causes of conflict.a. Structural and technical differencesb. Communication and structural differencesc. Management and communication differencesd. Personal a
7、nd management differences9. According to the interactionist view of conflict,a. some conflict keeps the group critical of itself.b. very low level of conflict indicate the optimal state.c. managers may need to stifle dysfunctional conflict.Part IV - Leading2d. managers may need to stimulate dysfunct
8、ional conflict.10. Which of the following conflict-handling orientations represents a desire to maximize the joint outcome of the two parties involved in the conflict?a. Avoidanceb. Collaborationc. Accommodationd. Compromise11. A manager who tries to get two of his subordinates to resolve a disagree
9、ment through bargaining and negotiating in order to find a mutually acceptable solution that partially satisfies them is using a(n) _.a. accomodation strategyb. avoidance strategyc. compromise strategyd. forcing strategy12. Which of the following is not a factor the affects the effectiveness of dele
10、gation?a. Task complexityb. Organizational culturec. Organizational structured. Importance of decision13. _ is not one of the suggestions for giving effective feedback.a. Avoiding conflictb. Keeping it impersonalc. Keeping it goal-orientedd. Ensuring understanding14. All except which of the followin
11、g affect the encoding of a message?a. skillsb. attitudesc. socio-cultural systemd. technology15. Which of the following statements is true concerning the grapevine?a. It is always accurate.b. It is never accurate.c. Management can stop the grapevine completely.d. It contains some elements of truth.1
12、6. Which of the following is not true about active listening?a. Most of us are poor listeners.b. Listening demands intellectual effort.c. Active listening demands total concentration.d. Empathy is a barrier to active listening.17. All except which of the following are essential requirements for list
13、ening?a. intensityb. sympathyc. acceptanced. willingness to take responsibility for completeness18. _ refer(s) to the fact that individuals see and hear depending upon their needs, motivation, experience, background, and other personal characteristics.a. Filteringb. FeedbackChapter 10 Communication
14、and Interpersonal Skills3c. Emotionsd. Selective perception19. Which of the following is not a part of the listener-demonstrating acceptance?a. Idle brain time should be used to summarize and integrate what has been said.b. Put yourself in the speakers shoes.c. Judge content.d. Listen for feeling as
15、 well as content.20. Which of the following is not a true statement concerning delegation?a. Proper delegation is not abdication.b. Managers must delegate in order to be effective.c. Mistakes are never a part of delegation.d. Feedback controls should always be a part of delegation.21. To achieve a c
16、ompromise approach, one needs toa. give up something of valueb. avoid overt disagreementc. value openness and trustd. dominate the other conflicting party22. Delegation occurs whena. a manager abdicates some of his or her responsibility to employees in the unit.b. a manager shifts some of his or her
17、 authority to another person to perform a specific task.c. a manage asks an employee to do him or her a personal favor.d. a manager filters information in an attempt to stimulate conflict.23. The difference between distributive and integrative bargaining is thata. distributive bargaining is preferre
18、d to integrative in organizations.b. distributive bargaining builds long-term relationships and facilitates working together; integrative bargaining does not.c. integrative bargaining leaves one party a loser; distributive bargaining helps people work together on an ongoing basis.d. distributive bar
19、gaining creates a win-lose outcome; integrative bargaining creates a win-win outcome.24. Dysfunctional of destructive conflict occurs when the level of conflict is _.a. very lowb. moderatec. very highd. very high and very low25. The bargaining strategy, which operates under zero-sum conditions, isa.
20、 negotiation.b. distributive bargaining.c. integrative bargaining.d. win-win bargaining.26. _ is not one of the steps used to effectively delegate authority.a. Clarifying the tasks and objectivesa. Communicating the importance of tasks and decisions b. Allowing employees to participate in decision-m
21、akingd. Letting people know the limits of their authorityPart IV - Leading427. James wants to be certain that his communication with his employees is effective, so he always checks the accuracy of what has been communicated. He asks his employees questions about what they think they heard. James isa
22、. using feedback.b. constraining emotions.c. listening actively.d. simplifying language.28. Neil always listens to his friends without interrupting. He avoids premature judgments and tries not to formulate his responses while listening. Neil isa. using feedback.b. constraining emotions.c. listening
23、actively.d. simplifying language.29. Determining due dates and dates for progress reports as well as periodically checking on how the employee is progressing are examples of which of the following guidelines for delegation?a. Clarify the assignment.b. Allow employees to participate.c. Specify the ra
24、nge of the employees discretion.d. Establish feedback controls.30. One argues that conflict is a natural and inevitable outcome in any organization and that it need not be evil, but rather has the potential to be a positive force in contributing to an organizations performance. This is considered to
25、 be which view of conflict?a. traditional b. human relations c. interactionist d. None of the above.31. When the issue under dispute is not that important to you or when you want to build up credits for later issues, which of the following conflict-handling strategies would work best?a. avoidanceb.
26、accommodationc. compromised. collaboration32. Which of the following is not a true statement?a. Managers must convey the message that conflict plays a legitimate role in the organization.b. Ambiguous or threatening messages encourage conflict.c. Only negative outcomes result from conflict.d. Bringin
27、g in outsiders with divergent interests may add a fresh perspective to an organization.33. Which bargaining strategy tends to build animosities and deepen divisions between people?a. negotiationb. distributive c. integrative d. arbitrated 34. In bargaining, the area where two parties aspiration rang
28、es overlap is thea. settlement range.b. target range.Chapter 10 Communication and Interpersonal Skills5c. resistance point.d. point of contention.35. _ is the final link in the communication process.a. Message decodingb. Channel richnessc. Feedbackd. Noise36. A disadvantage of e-mail is that it is:a
29、. slow.b. hard to use.c. expensive.d. public.37. Which of the following statements is false concerning the role of devils advocatesa. They play the role of the critic.b. They act as a check against groupthink.c. They can improve the decision-making process for groups.d. They will speed up the decisi
30、on-making process.38. The view that conflict is negative and must be avoided and that it indicates a malfunctioning within the organization is the _ of conflict.a. interactionist viewb. human relations viewc. traditional viewd. organizational view39. Which bargaining strategy involves at least one s
31、ettlement where there is no loss to either party?a. negotiationb. distributive c. integrative d. arbitrated 40. Which of the following LEAST suggests the need for a manger to stimulate conflict?a. When a manager is surrounded by “yes people”.b. When employees in a department lack specific expertise.c. When the work environment is peaceful and cooperatived. When creativity and innovation are lacking
