Fundamentals of Organizational Behaviour Fifth Canadian Edition Canadian 5th Edition Langton Test Bank

Fundamentals of Organizational
Behaviour Fifth Canadian Edition

Canadian 5th Edition Langton Test
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Fundamentals of Organizational Behaviour, Fifth Canadian Edition
Chapter 6— Communication, Conflict, and Negotiation
Chapter 06: Communication, Conflict, and Negotiation

1) Terrance is reviewing his company’s policy on environmental responsibility in
preparation for a meeting. He is engaging in ________ a message.
a. encoding
b. decoding
c. filtering
d. forcing
e. distributing
Answer: b
Diff: 3
Type: MC
Skill: Applied
Objective: 6-1 How does communication work?
2) Who of the following is encoding a message?

a. Marta, who is writing a technical report
b. Hillary, who is hearing a rumour on the grapevine
c. Flora, who is reading an email from her boss
d. Heather, who is the target of upward communication
e. Elise, who is giving a speech
Answer: a
Diff: 2
Type: MC
Skill: Recall
3) The final step in the communication process is

a. decoding the message.
b. the feedback loop.
c. deciding on the channel of feedback.
d. deciding on the context of communication.
e. translating the process.
Answer: b
1 Copyright © 2014 Pearson Canada Inc.
Diff: 1
Type: MC
Skill: Recall
4) “What is communicated” is the actual physical product originating from the source
encoding. This is called
a. the channel.
b. the message.
c. jargon.
d. the medium.
e. the feedback loop.
Answer: b
Diff: 2
Type: MC
Skill: Recall
5) The medium through which communication travels is called

a. the receiver.
b. the message.
c. the feedback mechanism.
d. the channel.
e. the translation mechanism.
Answer: d
Diff: 1
Type: MC
Skill: Recall
6) Whenever Riley is at a meeting, he feels stress because he fears being asked a question
and having to respond to it in front of the group. Riley is experiencing
a. defensiveness.
b. communication apprehension.

c. feedback.
d. selective perception.
e. filtering.
Answer: b
Diff: 3
Type: MC
Skill: Applied
7) It is important to consider the ________ of the situation when deciding upon the
message, the communication channel, and the formality of the message.
a. defensiveness
b. goals
c. workplace
d. context
e. dimensions
Answer: d
Diff: 1
Type: MC
Skill: Recall
8) Channel richness is determined by the ability of the channel to

a. handle multiple cues, and appeal to a diverse group of individuals.
b. handle multiple cues at the same time, be personal, and allow rapid feedback.
c. handle multiple cues, and aid in downward communication.
d. be accurate, and support the encoder and decoder.
e. support the grapevine, be impersonal, and allow for immediate feedback.
Answer: b
Diff: 2
Type: MC
Skill: Recall

9) Samir has to lay off a long-term employee as a result of the downturn in the economy.
Which communication channel would be most appropriate to deliver this message?
a. email
b. telephone
c. instant messaging
d. face-to-face
e. memo
Answer: d
Diff: 2
Type: MC
Skill: Applied
10) ________ is a richer communication channel than ________.

a. Live speech; videoconferencing
b. A memo; email
c. A telephone conversation; videoconferencing
d. Videoconferencing; online discussion group
e. A prerecorded speech; live speeches
Answer: d
Diff: 1
Type: MC
Skill: Applied
11) Face-to-face communication

a. scores highest in terms of channel richness.
b. provides for a minimum amount of information to be transmitted.
c. delays feedback.
d. offers minimal information cues.
e. provides the poorest quality of information and meaning.
Answer: a
Diff: 1
Type: MC
Skill: Recall
12) SCENARIO 6-1

Mackenzie, a sales representative for Alliance Ltd., is having trouble explaining the
benefits of his product to potential customers. Mackenzie has thought about how he does
things and is thinking that he should improve the way he communicates. He has decided
to examine the communication process model and hopes it will help him. Currently,
Mackenzie calls potential customers on the phone, and has a brief phone conversation
with them, telling them what new products are available. He then sends them the products
via ground transportation. His customers frequently return the products because they are
not what they were expecting, or because the customers did not want them in the first
place.
Referring to SCENARIO 6-1, if Mackenzie’s customers complain that they don’t
understand the products. This problem seems to be ina. encoding.
b. filtering.
c. affective conflict.
d. selective perception.
e. proxemics.
Answer: a
Diff: 3
Type: MC
Skill: Applied
13) SCENARIO 6-1

to exam the communication process model and hopes it will help him. Currently,
place.
Referring to SCENARIO 6-1, returned goods are a form ofa. feedback.

b. information overload.
c. encoding.
d. defensiveness.
e. decoding.
Answer: a
Diff: 3
Type: MC
Skill: Applied
14) SCENARIO 6-1

place.
Referring to SCENARIO 6-1, if Mackenzie is having problems understanding what
customers are trying to tell him, he is having a problem witha. the channel.
b. decoding.
c. encoding.
d. the medium.
e. information overload.
Answer: b
Diff: 3
Type: MC
Skill: Applied
15) SCENARIO 6-1

place.
Referring to SCENARIO 6-1, Mackenzie could improve his channel of communication
by using a richer channel such asa. online pictures.
b. videoconferencing.
c. formal reports.
d. email.
e. prerecorded descriptions of the products.
Answer: b
Diff: 3
Type: MC
Skill: Applied
16) Wilhelm, a senior salesperson at YKD Ltd., met with his manager the other day about
the report of projected sales for his department. Wilhelm wanted his manager to feel
confident about the abilities of the department, so Wilhelm spoke highly of the report.
However, Wilhelm knows that the projected sales data are inaccurate and likely
unattainable. Wilhelm is
a. using selective perception.
b. using filtering.
c. communicating favourably.
d. being defensive in his communication.
e. preventing information overload.
Answer: b
Diff: 3
Type: MC
Skill: Applied
Objective: 6-2 What are the barriers to communication?
17) The more levels a message must go through to reach the bottom of the organizational
hierarchy, the more likely that
a. diversity will confuse the message.
b. there will be information overload.

c. emails will be used.
d. filtering will occur.
e. there will be defensiveness.
Answer: d
Diff: 2
Type: MC
Skill: Recall
18) SCENARIO 6-2

Dave is Janice’s supervisor in the research department. When Dave asked Janice how
soon she could start a new research project, Janice answered: “I honestly don’t know
because I have too much to do, but you can help me by editing the report I’m working
on.” Dave replied, “Are you telling me that you do not have enough time to do some
minor editing? I don’t really think that it is a two-person job and, by the way, I’m busy
too!”
Referring to SCENARIO 6-2, which barrier of effective communication would most
likely describe Dave’s response?a. defensiveness
b. use of a second language
c. filtering
d. selective perception
e. cultural differences
Answer: a
Diff: 3
Type: MC
Skill: Applied
19) SCENARIO 6-2

too!”

Referring to SCENARIO 6-2, if one explained Dave’s response as due to tension and
anxiety about oral communication, written communication, or both, according to your
text, this would describea. a feedback loop.
b. information overload.
c. filtering.
d. selective communication.
e. communication apprehension.
Answer: e
Diff: 3
Type: MC
Skill: Applied
20) SCENARIO 6-2

too!”
Referring to SCENARIO 6-2, Dave’s answer seems to be influenced bya. cognition.
b. selective perception.
c. filtering.
d. defensiveness.
e. emotions.
Answer: e
Diff: 1
Type: MC
Skill: Recall
21) Monty has often been accused by his boss of only remembering what he wants to
remember according to what he finds interesting. This is known as
a. communication apprehension.

c. emotions.
d. filtering.
e. communication overload.
Answer: b
Diff: 3
Type: MC
Skill: Applied
22) Pierre is a good listener, but sometimes he feels overwhelmed and can’t remember
anything when too much information comes at him at the same time. Pierre is
experiencing
a. communication apprehension.
c. information overload.
d. filtering.
e. emotions.
Answer: c
Diff: 3
Type: MC
Skill: Applied
23) A form of communication that is often misinterpreted and which can be taken as
expressing either dissatisfaction or agreement with the majority is
a. prejudice.
c. defensiveness.
d. filtering.
e. silence.
Answer: e
Diff: 3
Type: MC
Skill: Applied
24) Filtering, selective perception, defensiveness, and language are all

a. potential barriers to effective communication.
b. communication techniques.
c. necessary for effective communication.
d. part of channel richness.
e. part of face-to-face communication.
Answer: a
Diff: 1
Type: MC
Skill: Recall
25) A manager has her product development team participate in online meetings
whenever she has an idea, regardless of the time or day. This is an example of
a. blurring the line between employee’s work and non-work life.
b. communicating under stress.
c. information overload for all.
d. downward communication.
e. social networking.
Answer: a
Diff: 3
Type: MC
Skill: Applied
Objective: 6-3 What are other issues in communication?
26) The best approach to delivering a long message that needs to be saved is
a. a text message.
b. an instant message.
c. email.
d. face-to-face communication.
e. a telephone call.

Answer: c
Diff: 1
Type: MC
Skill: Recall
27) Yoko could tell that her assistant was unhappy just from the way he sat at his desk.
Yoko is observing her assistant’s
a. perceptions.
b. proxemics.
c. kinesics.
d. affect.
e. encoding.
Answer: c
Diff: 3
Type: MC
Skill: Applied
28) Messages conveyed through body movements, the intonations or emphasis we give to
words, and the physical distance between the sender and receiver are all referred to as
a. nonverbal communication.
b. kinesics.
c. reflex.
d. proxemics.
e. informal communication.
Answer: a
Diff: 1
Type: MC
Skill: Recall
29) Allan’s boss asked for a report on the customer who received the wrong merchandise
and then decided to cancel her order as a result. Allan sent his boss a memo that left out

some key facts that would have pinned the blame on his best friend. Allan has thus
engaged in
a. selective perception.
b. defensiveness.
c. filtering.
d. decoding.
e. kinesics.
Answer: c
Diff: 3
Type: MC
Skill: Applied
30) Kerry is known among her peers as a “close talker” because she is in the habit of
standing very close to people when she speaks with them. Kerry’s physical distance to
those she speaks with is known as
a. kinesics.
b. proxemics.
c. silence.
d. yielding.
e. forcing.
Answer: b
Diff: 3
Type: MC
Skill: Applied
31) SCENARIO 6-3

You are a professor who is trying to mediate a dispute that occurred during your class.
Four members of a team who have been asked to make a presentation cannot agree on
how to proceed. The members are standing approximately 2 metres apart from one
another, they are frowning, and they are not speaking with one another. When asked to
explain what is going on, the tone of their voices indicates that they are unhappy with the
situation.
Referring to SCENARIO 6-3, you assess the situation, and by studying the ________
cues, you conclude that this group is having difficulty communicating.a. filtering
b. reflex
c. nonverbal
d. cultural
e. emoticon
Answer: c
Diff: 3
Type: MC
Skill: Applied
32) SCENARIO 6-3

situation.
Referring to SCENARIO 6-3, the field of study that would help you understand the
message communicated by the physical distance between members would bea.
organizational communications.
b. proxemics.
c. cross-cultural communications.
d. emoticons.
e. kinesics.
Answer: b
Diff: 3
Type: MC
Skill: Applied
33) SCENARIO 6-3

situation.
Referring to SCENARIO 6-3, you have interpreted the message througha. verbal
communication.
b. silence.
c. proxemics.
d. kinesics.
e. All of the above.
Answer: e
Diff: 3
Type: MC
Skill: Applied
34) Research by Deborah Tannen shows that men use conversation in order to ________,
whereas women use conversation in order to ________.
a. emphasize status; create connections
b. build relationships; get promotions
c. establish boundaries; emphasize status
d. create networks; emphasize separateness
e. create networks; manage impressions
Answer: a
Diff: 1
Type: MC
Skill: Recall
35) Organizational boundaries have become less important as a result of

a. multiculturalism in Canada.
b. electronic communication.
c. jargon.
d. email.
e. globalization.
Answer: b
Diff: 2

Type: MC
Skill: Recall
36) When comparing communication styles between males and females, Deborah Tannen
found that
a. men criticize women for not listening.
b. women criticize other women for seeming to apologize all the time.
c. women prefer being indirect and being subtle.
d. men use the opportunity to explain a problem as a means of developing cohesiveness.
e. men use talk to emphasize dependence.
Answer: c
Diff: 1
Type: MC
Skill: Recall
37) Communication technologies that allow users to set up lists of contacts, updating
casual information, and hosting chat rooms for personal contacts are examples of
a. communication networks.
b. instant messaging.
c. social networking.
d. silent communication.
e. email.
Answer: c
Diff: 1
Type: MC
Skill: Recall
38) The ability of employees to “tweet” on any work topic can

a. create barriers to formal communications.
b. lead to increase in internal email communication.
c. lead to less organizational control over sensitive information.

d. explain confusing messages in more detail.

e. lead to information overload.
Answer: c
Diff: 2
Type: MC
Skill: Recall
39) Conflict exists

a. if there is diversity among the parties involved.
b. only if it is perceived as such by the parties involved.
c. even if it is not perceived as such by the parties involved.
d. if there are differences of opinion by the parties involved.
e. if there is disagreement between the parties involved.
Answer: b
Diff: 1
Type: MC
Skill: Recall
Objective: 6-4 What is conflict?
40) ________ conflict is generally ________ conflict, while ________ conflict is

generally ________ conflict.
a. Cognitive; functional; affective; dysfunctional
b. Cognitive; dysfunctional; affective; functional
c. Cognitive; incompatible; affective; goal
d. Dysfunctional; affective; functional; cognitive
e. Dysfunctional; cognitive; functional; affective
Answer: a
Diff: 2
Type: MC
Skill: Recall

41) Whenever Irene has a disagreement with a co-worker, it isn’t long before she
launches a personal attack on the other person. When she does this, she is engaging in
________ conflict.
a. effective
b. cognitive
c. functional
d. affective
e. cross-cultural
Answer: d
Diff: 3
Type: MC
Skill: Applied
42) Tim was usually very vocal at staff meetings. It was true that he often opposed the
ideas of others at these meetings, but most would agree that his opposition often led to
some new and better ideas. Tim is engaging in ________ conflict.
a. dysfunctional
b. kinesics
c. functional
d. proxemics
e. encoding
Answer: c
Diff: 3
Type: MC
Skill: Applied
43) Based on the research findings discussed in your text, you would expect that teams
experiencing ________ conflict to generate better decisions than teams that experience
________ conflict.
a. affective; cognitive
b. effective; cognitive
c. cognitive; affective
d. defective; affective
e. creative; no
Answer: c
Diff: 2
Type: MC
Skill: Applied
44) Researchers use ______________ to describe people’s conflict management

strategies.
a. functional conflict
b. filtering
c. dual concern theory
d. cognitive conflict
e. selective perception
Answer: c
Diff: 2
Type: MC
Skill: Recall
45) The conflict-handling strategy that combines assertiveness and cooperation is

a. problem solving.
b. forcing.
c. avoiding.
d. yielding.
e. compromising.
Answer: a
Diff: 1
Type: MC
Skill: Recall
Objective: 6-5 How can conflict be resolved?

46) When Steve complained loudly to Ron that he was overworked, Ron got permission
from his boss to extend the deadline for the project that Steve was working on. Which
conflict-handling approach is Ron using?
a. forcing
b. compromising
c. problem solving
d. avoiding
e. yielding
Answer: c
Diff: 3
Type: MC
Skill: Applied
47) The conflict-handling strategy that represents the mid-range on both assertiveness
and cooperativeness is
a. problem solving.
b. forcing.
c. avoiding.
d. yielding.
e. compromising.
Answer: e
Diff: 1
Type: MC
Skill: Recall
48) The assertiveness dimension of the conflict-handling strategy is the degree to which
a. one party attempts to satisfy his/her own concerns.
b. one party attempts to satisfy the other party’s concerns.
c. one party attempts to satisfy everyone’s concerns.
d. one party is competitive.
e. all parties attempt to satisfy organizational goals.

Answer: a
Diff: 2
Type: MC
Skill: Recall
49) A director who dislikes a recent hire is spreading rumours that no one wants to work
with this particular person, in the hopes that he will quit or get fired. This is an example
of the conflict-handling strategy of
a. forcing.
b. avoiding.
c. yielding.
d. compromising.
e. problem solving.
Answer: a
Diff: 3
Type: MC
Skill: Applied
50) Pearl’s preferred approach to getting her way when there is a conflict is to make
persuasive arguments, and if that doesn’t work, she makes threats and bluffs. This
approach to conflict-handling is known as
a. forcing.
b. avoiding.
c. compromising.
d. problem solving.
e. yielding.
Answer: a
Diff: 3
Type: MC
Skill: Applied
51) The conflict-handling strategy that emphasizes “splitting the difference” is called
a. avoiding.
b. problem solving.
c. yielding.
d. compromising.
e. forcing.
Answer: d
Diff: 1
Type: MC
Skill: Recall
52) Ed is considered to be a “good boss” by his staff mostly because they know that if
they complain loudly enough to him about something, he will give them everything that
they want and ask for nothing in return. Ed’s approach to conflict handling is known as
a. forcing.
b. yielding.
c. compromising.
d. problem solving.
e. avoiding.
Answer: b
Diff: 3
Type: MC
Skill: Applied
53) A variety of factors leads to personality conflicts at work, including

a. lack of motivation in teams.
b. blaming others for mistakes.
c. too much work.
d. ineffective delegation.
e. need for power.
Answer: b
Diff: 2

Type: MC
Skill: Recall
54) Mia wants to use a problem-solving strategy to resolve a conflict in her office. Three
employees are disputing the number of hours they have been paid for in their last
paycheques. Mia
a. views the conflict as constructive.
b. plans to examine the hours on the employees’ time sheets, compare these with those
recorded by accounts payable, and address any discrepancies.
c. believes that the conflicting parties must show good faith by giving up something of
true value.
d. will take the dominating role when resolving the conflict.
e. will attempt to reach a quick and/or temporary solution.
Answer: b
Diff: 2
Type: MC
Skill: Applied
55) A process in which two or more parties exchange goods or services and attempt to
agree upon the exchange rate for them is
a. negotiation.
b. conflict management.
c. problem solving.
d. BATNA.
e. selective perception.
Answer: a
Diff: 2
Type: MC
Skill: Recall
Objective: 6-6 How does one negotiate effectively?
56) Every negotiation has three elements:

a. issues, positions, and time.
b. interests, alternatives, and resistance.

c. resistance, interests, and time.
d. issues, positions, and interests.
e. party interests, individual interests, and time.
Answer: d
Diff: 1
Type: MC
Skill: Recall
57) Distributive bargaining involves

a. varying levels of resources.
b. an unlimited amount of resources.
c. negotiation based on the other party’s schedule.
d. a limited amount of resources.
e. ending with both parties as winners.
Answer: d
Diff: 1
Type: MC
Skill: Recall
58) Mike is an expert negotiator who is always looking to find a solution to issues that
enables all parties to feel like they have won. This approach is known as ________
bargaining.
a. integrative
b. distributive
c. BATNA
d. collective
e. good faith
Answer: a
Diff: 3
Type: MC

Skill: Applied
59) According to your text, which bargaining strategy is recommended for use in intra-
organizational behaviour?
a. BATNA
b. distributive bargaining
c. integrative bargaining
d. problem solving bargaining
e. interest based bargaining
Answer: c
Diff: 2
Type: MC
Skill: Recall
60) SCENARIO 6-4

Labour and management at DJ Trucking Ltd. cannot agree upon a contract for the truck
drivers. Each side contends that they are bargaining fairly, but no agreement appears to
be possible.
Referring to SCENARIO 6-4, both sides have agreed that resources are limited. Each
feels that whatever side wins, the other side loses. They believe they are engaged ina.
integrative bargaining.
b. distributive bargaining.
c. mediation.
d. BATNA.
e. company bargaining.
Answer: b
Diff: 3
Type: MC
Skill: Applied
61) SCENARIO 6-4

be possible.
Referring to SCENARIO 6-4, which of the following is a characteristic of distributive
bargaining?a. a win-win solution
b. a long-term focus
c. primary interests that are congruent with each other
d. opposition to the other bargaining party
e. sensitivity to each other’s needs
Answer: d
Diff: 1
Type: MC
Skill: Applied
62) SCENARIO 6-4

be possible.
Referring to SCENARIO 6-4, another term for bargaining isa. negotiating.
b. compromising.
c. yielding.
d. forcing.
e. filtering.
Answer: a
Diff: 1
Type: MC
Skill: Recall
63) If one accepts Deborah Tannen’s research, which suggests that men and women
communicate differently, and for different purposes, then it would be reasonable to
assume that gender differences in negotiations show that
a. men are more difficult to negotiate with.
b. women are better negotiators.
c. women are more confident negotiators.

d. there could be a difference in the way men and women negotiate.
e. men will use BATNA more.
Answer: d
Diff: 2
Type: MC
Skill: Applied
64) The lowest acceptable outcome, when negotiating, is called

a. the victory point.
b. the goal.
c. the target point.
d. the resistance point.
e. the bargaining zone
Answer: d
Diff: 2
Type: MC
Skill: Recall
65) When Ricki is at the annual budget meeting with her managers, she knows in advance
that some of them will end up being unhappy because there is only so much money to go
around. So some will lose, and some will win. This situation involves ________
bargaining.
a. collective
b. integrative
c. bad faith
d. distributive
e. BATNA
Answer: d
Diff: 3
Type: MC
Skill: Applied
66) Decoding a message is affected by one’s skill, attitude, knowledge, and social-
cultural system.
a. True
b. False
Answer: a
Diff: 2
Type: TF
Skill: Recall
67) Managers should communicate non-routine messages through channels that are high
in richness.
a. True
b. False
Answer: a
Diff: 2
Type: TF
Skill: Recall
68) No group can exist without communication, which is the transfer and understanding
of a message between two or more people.
a. True
b. False
Answer: a
Diff: 1
Type: TF
Skill: Recall
69) Face to face is the richest of all communication channels.

a. True
b. False
Answer: a
Diff: 1
Type: TF
Skill: Recall
70) Memos, bulletins, and formal reports are ranked the lowest in terms of channel
richness.
a. True
b. False
Answer: a
Diff: 1
Type: TF
Skill: Recall
71) The feedback loop assists in the filtering process.

a. True
b. False
Answer: b
Diff: 2
Type: TF
Skill: Recall
72) Selective perception refers to the sender manipulating information so that it will be
seen more favourably by the receiver.
a. True
b. False
Answer: b
Diff: 2
Type: TF
Skill: Recall
73) How organizations communicate with their employees plays an important role in
whether the employees actually hear the message.

a. True
b. False
Answer: a
Diff: 1
Type: TF
Skill: Recall
74) Research shows that executives devote many hours to responding to emails. Thus, it
would be safe to conclude that for those executives who desire a lot of social contact in
their jobs, a heavy reliance on electronic communication will likely lead to job
dissatisfaction.
a. True
b. False
Answer: a
Diff: 2
Type: TF
Skill: Recall
75) The word efficiency cannot be translated directly into Russian. This is an example of
the communication barrier called a connotation.
a. True
b. False
Answer: b
Diff: 2
Type: TF
Skill: Recall
76) The word yes may mean “yes, I am listening,” or it may mean “yes, I agree.” This is
an example of a cross-cultural communication barrier called semantics.
a. True
b. False
Answer: b
Diff: 2
Type: TF
Skill: Recall
77) When communicating with people from different countries, it is safe to assume that
they are similar to us.
a. True
b. False
Answer: b
Diff: 2
Type: TF
Skill: Recall
78) Blogging is a growing communication tool. While many blogs are written by
individuals, many organizational leaders have blogs that speak for the organization.
a. True
b. False
Answer: a
Diff: 1
Type: TF
Skill: Recall
79) According to Deborah Tannen’s research, it was found that gender often creates oral
communication barriers.
a. True
b. False
Answer: a
Diff: 2
Type: TF
Skill: Recall
80) Instant messaging has existed for years, being used mostly by teens and those in
informal groups. The technology has not advanced into the business world and it is
unlikely that it will, given the fact that it is time consuming and not readily available.
a. True
b. False
Answer: b
Diff: 2
Type: TF
Skill: Recall
81) What is considered proper physical distance between people is universal.

a. True
b. False
Answer: b
Diff: 2
Type: TF
Skill: Recall
82) Organizational boundaries become less relevant as a result of electronic

communication.
a. True
b. False
Answer: a
Diff: 1
Type: TF
Skill: Recall
83) Cognitive conflict can actually lead to better decisions because more alternatives are
being generated, which leads employees to feel that they have ownership of decisions.
a. True
b. False
Answer: a
Diff: 2
Type: TF
Skill: Recall

84) Teams experiencing affective conflict make poorer decisions and have a lower
acceptance level for those decisions.
a. True
b. False
Answer: a
Diff: 1
Type: TF
Skill: Recall
85) Cognitive conflict, which is task-oriented and occurs because of differences in

perspectives and judgments, seldom results in identifying potential solutions to problems.
a. True
b. False
Answer: b
Diff: 2
Type: TF
Skill: Recall
86) Martha thinks that she and her co-worker Kim are in a conflict over the job
assignment they have been working on for over a week. Martha believes that Kim has
negatively affected their work by being absent too many days. Kim is unaware of how
Martha feels. Given the definition of conflict, in reality there is no conflict between Kim
and Martha because both parties must be aware of the conflict for it to exist.
a. True
b. False
Answer: b
Diff: 3
Type: TF
Skill: Applied
87) Whether a conflict is good or bad depends on the type of conflict.

a. True
b. False
Answer: a
Diff: 1
Type: TF
Skill: Recall
88) Playing down differences while emphasizing common interests with the other party is
known as smoothing.
a. True
b. False
Answer: a
Diff: 1
Type: TF
Skill: Recall
89) Henri, a manager at Coopers Ltd., knows that he is right about an important and
urgent issue at work. He has decided to use a yielding strategy to resolve the conflict.
Henri has chosen an effective conflict resolution strategy, given the situation.
a. True
b. False
Answer: b
Diff: 2
Type: TF
Skill: Applied
90) In compromising, there is not a clear or definitive winner.

a. True
b. False
Answer: a
Diff: 2
Type: TF
Skill: Recall

91) When management chooses to use its formal authority to resolve a conflict, and then
communicates its desires to the parties involved, management is using authoritative
command as the conflict-resolution technique.
a. True
b. False
Answer: a
Diff: 1
Type: TF
Skill: Recall
92) Balancing concern for oneself with concern for the other party in order to reach a
solution is known as problem solving.
a. True
b. False
Answer: b
Diff: 1
Type: TF
Skill: Recall
93) Social networking is a communication tool limited to workplace internal networks.

a. True
b. False
Answer: b
Diff: 1
Type: TF
Skill: Recall
94) In terms of intra-organizational behaviour, all things being equal, distributive

bargaining is preferable to integrative bargaining.
a. True
b. False
Answer: b
Diff: 2

Type: TF
Skill: Recall
95) Fred and Theo were negotiating the price that Theo would have to pay Fred for
supplies in the next year. Fred knew the bottom price he would accept for his supplies.
This price is the resistance point.
a. True
b. False
Answer: a
Diff: 2
Type: TF
Skill: Applied
96) Negotiators who recognize the underlying interests of themselves and the other party
may have more flexibility in achieving a resolution.
a. True
b. False
Answer: a
Diff: 2
Type: TF
Skill: Recall
97) Jersey and Jamal had been embroiled in a heated debate over a perceived inequity
issue at work. The conflict had escalated and later turned into a personality conflict.
Jersey decided to seek the help of Steve, a third-party observer, and co-worker. Jersey
expected Steve to take his side. Steve decided to avoid taking sides and in fact suggested
to Jersey that he and Jamal work things out in a constructive and positive way. Steve
handled the request to get involved in an effective way.
a. True
b. False
Answer: a
Diff: 2
Type: TF
Skill: Applied
98) As long as there is an overlap between the buyer’s and seller’s aspiration ranges,
there exists a bargaining zone.
a. True
b. False
Answer: a
Diff: 2
Type: TF
Skill: Recall
99) Describe in detail the components of the communication process model and provide
specific examples at each stage.
Answer:
Suggested answer:
- Sender: the person initiating a message in writing, by speaking, using body language,
etc.
- Encoding: converting the message into symbolic form; affected by skill, attitudes,
knowledge, and cultural differences
- Message: what is communicated; the actual physical product from the source encoding;
speech; writing; pictures; gestures and movements; expressions
- Channel: the medium through which the message travels; formal; informal; authority
network in the organization; formal memos; voice mail, email; meetings
- Decoding: retranslating the sender’s message into a form understood by the receiver;
translated into a form that can be understood by the receiver
- Receiver: the intended person to whom the message is directed; affected by skill,
attitudes, knowledge, cultural differences; must be skilled in reading, listening, and
reasoning
- Feedback loop: the final link in the communication process; checks how successful the
message was transferred according to original intent; determines whether understanding
has been achieved
(Examples can be drawn from the text, class discussion, students’ own experiences, the
Internet, newspapers such as the Globe and Mail, . . .)
Diff: 3
Type: ES
Skill: General Concept

100) Using the concept of channel richness, describe the type of messages best conveyed
by face-to-face communications, email, and a company bulletin board in organizations.
Give specific examples/instances where each type of channel would be most suitable.
Answer:
Suggested answer:
Students may begin their answer in a broad context by first identifying that the three
media are channels through which to send a message. They could also provide a
definition of channel. Also, they may identify the concept of channel richness and link
the definition to the fact that each of the three media listed varies in richness. Then they
may list each of the three media and the appropriate messages each could deliver and
explain why.
- Face-to-face communications: The richest of the channels, it is typically used for non-
routine types of messages; for example, discipline issues, personal reviews,
client/customer feedback on personal performance, emotionally upsetting news involving
job cuts, budget cuts, etc.
- Email: It is a channel that is less rich. It does not include non-verbal communication
cues in order to verify the meaning of the message. It does allow for some interaction
between parties. Some routine and nonroutine messages can be communicated via email
with success: messages that need to be dispersed quickly (time-sensitive content such as
computer repair notifications telling staff that the system will be down on a certain
time/date); employee notifications of operating policies; more personal messages, like
feedback on a presentation and things that need to be considered in the future; and a
verification of a meeting location/time/date.
- Company bulletin board: It is one of the channels with the lowest channel richness. It
does not include verbal or non-verbal cues (just like email). It is typically used for one-
direction (non-interaction) messages. Situations that are spread out over time would be
appropriately communicated in this manner; for example, office hours during holidays,
community events and/or sponsorships, donations for a social event/gift for a colleague.
(Examples can be drawn from the text, class discussion, the Internet, newspapers such as
the Globe and Mail, . . .)
Diff: 3
Type: ES
101) Describe in detail at least five barriers to effective communication within

organizations and explain how these barriers can be overcome. Give specific examples to
illustrate your answers.
Answer:
Suggested answer:
- Filtering: The sender manipulates information so it will be viewed more favourably by
the receiver; the sender is influenced by personal interests and perceptions of what is
important; and opportunities for filtering are determined by the number of organizational
levels.
- Selective perception: The receiver selectively sees and hears based on his or her needs,
motivations, experience, background, and other personal characteristics; and the receiver
projects his or her interests and expectations onto the decoding process.
- Defensiveness: People’s perception of being threatened causes behaviours such as
verbal attacks, sarcasm, being overly judgmental, questioning motives; defensiveness
reduces the ability to achieve mutual understanding.
- Language: Age, education, and cultural background influence the words used and the
meaning attached to them; specialists develop their own jargon or technical language;
geographical idiosyncrasies come into play; senders tend to assume that the words they
use mean the same thing to receivers.
- Information overload: individuals have a finite capacity for processing data; this
interferes with the memory of and the processing of needed information; they tend to
select out, pass over, ignore, or forget information, and procrastinate in dealing with the
information.
- Emotions.
- Silence.
- Nonverbal communication.
- Stress.
Diff: 3
Type: ES
102) Most organizations operate with and rely on electronic communications. Discuss in
detail the various types of electronic communication tools commonly used by companies.
Give examples of situations where these tools are useful and those where they might
present problems.

Suggested answer:
Answer:
- Email: Utility—Messages can be quickly written, edited, and stored; they are easily
distributed to many recipients. Email represents a low cost. Drawbacks—Email adds to
working hours, its increasing volume may hinder productivity, and junk mail is a
problem. Messages are open to misinterpretation. Messages can be perceived as negative.
Email is overused. Messages can be highly emotional. Messages are permanent. Email
raises privacy concerns.
- Instant and text messaging: Utility—It is increasingly used in business. It’s a fast and
inexpensive way to keep in touch. It’s not a luxury but an imperative. Drawbacks—It’s
only useful for short messages, it’s intrusive and distracting, and its shorthand language
can be too informal for business communication.
- Social networking: Utility—It can be used to set up lists of contacts. It is used for
promotion, data mining, and recruitment. Drawbacks—The danger is posting too detailed
personal information that can be misused.
- Blog: Utility—This web log is usually updated with information daily. Drawbacks—
Entries can raise privacy concerns, and some posts could affect a company’s reputation.
- Twitter: Utility—It provides leaders with a direct line of communication to those
following his or her Twitter account. Drawbacks—Organizations have little control over
what employees communicate.
Diff: 3
Type: ES
103) What is conflict? Explain the different types of conflict. Is conflict functional or is it
dysfunctional? Present arguments for each side of the debate. Provide specific examples
of each type of conflict.
Suggested answer:
- Conflict: It is a process that begins when one party perceives that another party has
negatively affected, or is about to negatively affect something that the first party cares
about. Cognitive conflict is task-oriented and related to differences in perspectives and
judgments. Affective conflict is emotional and aimed at a person rather than an issue.
Answer:
- Conflict is functional: It brings about changes that are sometimes very radical,
revolutionary, and not easily initiated and accepted; it can facilitate and stimulate team
cohesiveness; common threats serve to solidify a group; conflict can spark the search for
new ideas and innovative ways; conflict can serve as a motivator to get things done.

- Conflict is dysfunctional: The outcomes can be negative (e.g., turnover, absenteeism

etc.); conflict is in opposition to teamwork; competition is different from conflict—
competition is good but conflict can be negative; executives in organizations tend to view
conflict in the traditional sense, that it is negative and dysfunctional. How can an
organization progress if there is turmoil, turnover, etc.?
Diff: 3
Type: ES
104) Your book presents five conflict-handling strategies. Describe each strategy in
detail. What types of situations would be suitable for each strategy? Give examples of
situations for each strategy.
Answer:
Suggested answer:
- Forcing: When one person seeks to satisfy his or her own interests, regardless of the
impact on the other parties to the conflict, he or she is competing.
- Problem solving: When the intention of the parties is to solve the problem by clarifying
differences rather than by accommodating various points of view, they are collaborating
for mutually beneficial outcome.
- Avoiding: A person may recognize that a conflict exists and wants to withdraw from it
or suppress it.
- Yielding: One party seeks to appease an opponent by placing the opponent’s interests
above his or her own.
- Compromising: When each party to the conflict seeks to give up something, sharing
occurs, resulting in a compromised outcome. In compromising, there is no clear winner
or loser, and each party intends to give up something.
Diff: 3
Type: ES
Skill: Applied

105) What is negotiation and why is it important to understand negotiation tactics in

business environments? Explain the five-step negotiation process, giving specific
examples for each step.
Suggested answer:
Answer:
- Negotiation (or bargaining) is a process in which two parties exchange goods or
services to both parties’ satisfaction. Negotiation is a common business tool used in
various aspects of managing an organization. Negotiations take place in relation to hiring,
salaries, benefits, customer services/goods, office space, promotions, etc.
- The negotiation process steps: (1) developing a strategy; (2) defining ground rules; (3)
clarification and justification; (3) bargaining and problem solving; and (4) closure and
implementation.
Diff: 3
Type: ES

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Fundamentals of Organizational

Behaviour Fifth Canadian Edition

Chapter 06: Communication, Conflict, and Negotiation

2) Who of the following is encoding a message?

3) The final step in the communication process is

5) The medium through which communication travels is called

2 Copyright © 2014 Pearson Canada Inc.

8) Channel richness is determined by the ability of the channel to

3 Copyright © 2014 Pearson Canada Inc.

10) ________ is a richer communication channel than ________.

11) Face-to-face communication

12) SCENARIO 6-1

13) SCENARIO 6-1

5 Copyright © 2014 Pearson Canada Inc.

14) SCENARIO 6-1

15) SCENARIO 6-1

b. there will be information overload.

18) SCENARIO 6-2

19) SCENARIO 6-2

8 Copyright © 2014 Pearson Canada Inc.

20) SCENARIO 6-2

9 Copyright © 2014 Pearson Canada Inc.

Objective: 6-2 What are the barriers to communication?

24) Filtering, selective perception, defensiveness, and language are all

11 Copyright © 2014 Pearson Canada Inc.

12 Copyright © 2014 Pearson Canada Inc.

31) SCENARIO 6-3

32) SCENARIO 6-3

33) SCENARIO 6-3

35) Organizational boundaries have become less important as a result of

15 Copyright © 2014 Pearson Canada Inc.

38) The ability of employees to “tweet” on any work topic can

16 Copyright © 2014 Pearson Canada Inc.

d. explain confusing messages in more detail.

39) Conflict exists

40) ________ conflict is generally ________ conflict, while ________ conflict is

17 Copyright © 2014 Pearson Canada Inc.

44) Researchers use ______________ to describe people’s conflict management

45) The conflict-handling strategy that combines assertiveness and cooperation is

19 Copyright © 2014 Pearson Canada Inc.

20 Copyright © 2014 Pearson Canada Inc.

53) A variety of factors leads to personality conflicts at work, including

22 Copyright © 2014 Pearson Canada Inc.

56) Every negotiation has three elements:

b. interests, alternatives, and resistance.

57) Distributive bargaining involves

24 Copyright © 2014 Pearson Canada Inc.

60) SCENARIO 6-4

61) SCENARIO 6-4

25 Copyright © 2014 Pearson Canada Inc.

62) SCENARIO 6-4

c. women are more confident negotiators.

64) The lowest acceptable outcome, when negotiating, is called

Objective: 6-6 How does one negotiate effectively?

69) Face to face is the richest of all communication channels.

71) The feedback loop assists in the filtering process.

29 Copyright © 2014 Pearson Canada Inc.

81) What is considered proper physical distance between people is universal.

82) Organizational boundaries become less relevant as a result of electronic

32 Copyright © 2014 Pearson Canada Inc.

85) Cognitive conflict, which is task-oriented and occurs because of differences in

87) Whether a conflict is good or bad depends on the type of conflict.

90) In compromising, there is not a clear or definitive winner.

34 Copyright © 2014 Pearson Canada Inc.

10) is a richer communication channel than .

40) conflict is generally conflict, while conflict is