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ASM 504 : JUN 2014

Part A :
1. Which organizational pattern is best to be used in a persuasive presentation?
A. Comparative Advantage (Page 267)
2 The intercultural sensitivity stage of recognizing and embracing differences in culture is known as
C. Integration (Page 50)
3. A herringbone room arrangement for presentation
B. Allow ready switch from lecture to discussion (Page 255)
4. Speaking with enthusiasm and sincerity is one of the…. Elements in presentation
D. Vocal (Page 325)
5. Which type of communication trait of unpleasant co-workers possesses by Dany if he likes to bring his
personal problem to work?
A. Unprofessional focus of attention (Page 110)
6. All of the following are types of information presentation except
C. Proposals (page 339)
7. An impromptu speech
B. Does not need to contain supporting material (Page 318)
8. Cohesiveness refers to
C. A degree to which members feel themselves part of a team and want to remain with
that team (Page 204)
9. One of the functions of transitions is to
A. Emphasize important ideas (Page 279
10. Which type of bullying destroys an individual’s confidence and competence by making unreasonable
demands for work.
D. Criticism (Page 121)
11. Which one of these work group characteristics describes ‘identity’?
D. Members feel their own image are tied to the way the group is regarded (Page 188)

Speakers’ notes that are brief. Organizational Culture (Page 33) 16. If you make a mistake while you are delivering a presentation. Hostile work environment (Page 123) . it is best to D. legible and unobtrusive are characteristics of…presentation C. Harmonizer (Page 199) 18. Which type of verbal support is best used to describe an incident in some details? A. In a relational function. Which guideline for designing effective visuals? C. (Page 278) 14. Reviewing and closing statement. Story (Page 290) 20. Keep the design simple (Page 309) 15. Any verbal or nonverbal behavior that has the intention of interfering with someone’s work is identified as a B. Extemporaneous (Page 316) 19. Which type of visual aid is appropriate to show the percentage of employees who work in each division of an organization? A. an individual who resolves interpersonal conflicts between members is called A. Correct every minor slip you may make (Page 324) 17. Pie Chart (Page 301) 13. The two functions of a conclusion in presentation are B.ASM 504 : JUN 2014 12. A set of rules about how to behave and set of value about what is important in an organization is known as a/an B.

ASM 504 : JUN 2014 Part B (40a Marks) Question 1 a) State and explain FOUR (4) forms of power that can make or break a team’s success. Information Power is the ability of some members to influence a group because of the information they possess. Don’t celebrate successes. b) List FOUR (4) typical destructive norms for a team. (Page 203)     Refuse to admit your mistakes. Be late for meetings. . (page 196)  Coercive Power is the power to punish for example designated leader can deny pay raise or fire people. Hold side conversations during meetings.    Expert Power is the power that comes from the group’s recognition due to expertise in a certain area.  Connection Power is the powers that often come from the connections with influential inside or outside the organization.

To build social credits for later issues.  Accommodating – a way of maintaining harmony where you sacrifice your own need for the sake of others.  Collaborating I.each party sacrifice something to gain an agreement or resolve a conflict.  Accommodating I. When you have no chance of winning. For example. “I lose. II. . To let others cool down and regain perspective.ASM 504 : JUN 2014 Questions 2 a) Briefly describe the following types of conflicts approaches. To achieve temporary settlement of complex issues. you win” philosophy. good to settle issues and improve relationship. II. When the other party is willing to take a collaborative approaches. To gain commitment of all parties by building consensus. “I win.  b) State TWO (2) factors that govern the choice of conflict listed above. (Page 128)  Avoiding I. To arrive at expedient solutions under time pressure. you lose” philosophy or stay away from conflicts. “I lose. you win” philosophy. When you find you are wrong.  Collaborating – working together to resolve conflict.avoid the conflicts whenever possible and withdraw when confronted physically or psychologically. II. For example. II. For example.  Avoiding . you win and lose” philosophy. For example “I win and lose.  Compromising I. (Page 127)  Compromising .

make sure the message come from who can deliver most effective. honesty.  Relational issues .topic related disagreements for example resources and budgeting.ASM 504 : JUN 2014 Question 3 a) State and briefly explain FOUR (4) categories of conflict.  Ego/Identity issues .  Make sure the criticism is appropriate to the critic’s role .how to do something that what to do.a boss in the workplace but not personal life which is appropriate to the job-related critics only. b) In offering constructive feedback. How to treat others (control. professionalism. fairness. (Page 116)  Choose the most credible critic . .competence. respect). state TWO (2) Guidelines to consider when choosing a sender to deliver the criticism.  The process . (Page 126)  The topic at hand.how we want to be treated.

Generation X that place high priority on fun. skeptical. put same level of respect like others.  Generation X born around 1965-1980 adept with technology. Have a strong need for affirming feedback and strong desire for achievement. informality and creativity on the job. determined. accommodate to the disability. Technologically adept. and entrepreneurial. b) State and briefly describe THREE (3) generations that compose most of today’s workforce.  Disabilities A group of people that have disabilities and that change how one is regarded. They also appreciate challenge and enjoy pressure to perform. (page 34)  Race and ethnicity Attitudes towards conflict varies which some have high value on saving face such as avoid expression of disagreement and some prefer direct or open conflict style. formality and creative in job and Millennial also know ass Generation Y that have a strong need for affirming feedback. Wide open means surprise or wonder and associate eye contact means honesty and respect. Several guide to properly communicate with them such as be mutually cordial. They also place a high priority on fun. hopeful. be patient and relax should be applied when encounter them. Net generation or Digital Natives. A nonverbal standard varies in eye contact.  Social Class Relate to how people communicate on the job. ambitious. independent and possess a strong desire for work life balance. state FOUR (4) patterns of communication that are common for many members of various races and ethnicities. (Page 35-36)  Baby boomers born around 1945 – 1964 brought to be independent and believe they have power to effect meaningful changes.ASM 504 : JUN 2014 Question 4 a) In association with communicating across diversity. .   Millennial born around 1980-2000 also known as Generation Y. language. confident. don’t be pushy.  Generational Differences How people communicate varies in three 3 generations which is Baby Boomers that believe they have the power to effect meaningful changes. clothing and nonverbal patterns. Respect performance over tenure and loyal to people not organization.

“The employees claim that Cik Marisa always expresses her anger directly without minding the feelings of other people” Masculinity cultures are more likely to highly concern with individual success. Middle of the road management: adequate organization performance is possible through balancing the necessity to get work out while maintaining morale of people at a satisfactory level. building a positive relationship among the employees” ii) Select and briefly explain TWO (2) fundamental dimensions of cultural diversity practiced by Cik Marisa by citing an example from the situation given above. High power distance is where power is distributed unequally that some members have greater resources and influence than others. Identify and briefly explain (ONE) 1 stylistic approach Encik Asna is practicing by providing an example from the situation given above. (Page 45) Low power distance is where employees are comfortable approaching and even challenging their superiors.”…Encik Asna is very concerned for both product and people” II. Authority compliance management: efficiency in operation result from arranging conditions of works in such way that human elements interfere to a minimum degree. “Under his supervision. Identify and briefly explain (ONE) 1 stylistic approach Cik Marisa is practicing by providing an example from the situation given above. “She only focuses on getting the tasks done and highly concerns about individual success” c) Based on the situation above in paragraph three: (Page 114) . “He trusts and respect his employees and thus.ASM 504 : JUN 2014 Part C (40 MARKS) a) Based on Blake and Mouton Leadership Grid: (Page 193) I. power is not clear cut and the employees are comfortable to approach him at any time” Feminine cultures are more likely to be concerned about member’s feeling and their smooth functioning as a team. “…he thinks that Marisa is focusing too much on tasks and production and does not get along very well with the rest of the employees” b) i) Select and briefly explain TWO (2) fundamental dimensions of cultural diversity practiced by Encik Asna by citing an example from the situation given above.

not controlling others “He is not satisfied with Cik Marisa as Cik Marisa is forcing him to paint one piece of batik cloth according to her preferences” Demonstrate an attitude of equality “Harith feels unhappy and embarrass as Cik Marisa raises her voices to him in front of other employees. you area late again. and did you know that your painting is sloppy” Focus on solving problems. The goal is to solve problem by problem oriented message. not controlling others is where defensive will occurs if you force others to accept the idea they don’t agree. Demonstrate an attitude of equality is where nobody likes to feel less valuable. I don’t see how this painting can be accepted” d) . Focus on solving problems. He feels that Cik Marisa accusing him of always being late and sloppy” iii) Give ONE (1) example of how Cik Marisa can change her statement using descriptive “I” Language. Use descriptive “I” language is where approaches are focus on the speaker instead of judging the other person. Use descriptive “I” language “…Harith. ii) Justify and cite an example of each suggested constructive approach. giving more positive attitude is respected. “I am worried about the promise you make.ASM 504 : JUN 2014 i) Suggest to Cik Marisa THREE (3) ways on how to use more constructive approaches in raising difficult issues on the job.

A result driven structure “Cik Marisa does not provide necessary resources to them to complete tasks given and seldom recognizes the employees.ASM 504 : JUN 2014 i) Identify and explain TWO (2) cultural differences in customs and behavior demonstrated by Cik Marisa as perceived by the employees. Polychronic orientations “The meeting she holds will go on as long as she likes. She seldom comes to the meeting on time as she claims that she has an appointment with client at the same time” Formality “She rarely speaks to other staff from different department and would like the staff to address her as Nyonya Marisa” e) i) Identify and briefly explain TWO (2) characteristics of a winning team Cik Marisa is lacking off. Formality is where name and tittle. converse with others express different degree of formality. Principled leadership is where leader usually can create vision of the team’s purpose and challenge members to get the job done. (Page 189) A result driven structure is where members focus on getting the job done in the most effective manner. Principled leadership “The employees feel that Cik Marisa fails to emerge as a team leader because she neglects the employees’ creativity and does not have the ability to unleash the members’ talent” f) . ii) Cite an example for each customs and behavior identified above. (Page 40) Polychronic orientations see time as more fluid. less concern with punctuality like to do multiple things at the same time and when handle meetings it can go as long as they take. ii) Cite an example of each characteristic identified above.

does not respond to others’ comments. Blocker is where he or she prevents progress by constantly raising objective.ASM 504 : JUN 2014 i) State and briefly describe TWO (2) dysfunctional roles possess by Cik Marisa. (Page 199) Withdrawer is where he or she is refuse to take stand on social or task issues. Withdrawer “Cik Marisa often refuses to take stand on matters arising and does not like to respond to other’s comments” Blocker “She constantly raise objections to the employees opinion and as a result prevents the progress of printing new style of batik” . covers up feelings. ii) Cite an example of each dysfunctional role mentioned above.