Communicating for Results 11th Edition by Cheryl Hamilton – Test Bank

 

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Sample Questions

 

 

1. Low context cultures typically tend to rely minimally only on spoken words and handle conflict discretely and subtly.​   a. True   b. False   ANSWER:   False POINTS:   1 REFERENCES:   Define individualistic and collectivistic cultures and low-context and high-context cultures and explain how different cultures view and react to conflict.

 

2. C-type conflict is relational and can side-track a team.​   a. True   b. False   ANSWER:   False POINTS:   1 REFERENCES:   Identify types of conflict and strategies for managing conflict in the workplace and explain when each strategy works best.

 

3. Dominant style communicators feel more comfortable working with things than with people.​   a. True   b. False   ANSWER:   False POINTS:   1 REFERENCES:   List the four main communication styles typically used in the workplace and summarize tips for relating with people of different styles.

 

4. Competition and voting are win-lose strategies. ​   a. True   b. False   ANSWER:   True POINTS:   1 REFERENCES:   Identify types of conflict and strategies for managing conflict in the workplace and explain when each strategy works best.

 

5. Avoiding (withdrawal) may be the best response to conflict when the involved parties lack the communication skills necessary to prevent destructive escalations in the argument.​   a. True   b. False   ANSWER:   True POINTS:   1 REFERENCES:   Identify types of conflict and strategies for managing conflict in the workplace and explain when each strategy works best.

 

6. The person who wishes to maintain neutrality at all costs and views conflict as a worthless and punishing experience handles conflict by​   a. ​Withdrawal/avoidance   b. ​Smoothing/accommodation   c. ​Compromise   d. ​Collaboration   ANSWER:   a POINTS:   1 REFERENCES:   Identify types of conflict and strategies for managing conflict in the workplace and explain when each strategy works best.

 

7. Which style communicator is motivated by fear or insecurity?​   a. ​Private   b. ​Dominant   c. ​Sociable   d. ​Open   ANSWER:   a POINTS:   1 REFERENCES:   List the four main communication styles typically used in the workplace and summarize tips for relating with people of different styles.

 

8. Which style cannot accept criticism gracefully and is usually argumentative? ​   a. ​Private   b. ​Dominant   c. ​Sociable   d. ​Open   ANSWER:   b POINTS:   1 REFERENCES:   List the four main communication styles typically used in the workplace and summarize tips for relating with people of different styles.

 

9. Which style communicator may make others feel uncomfortable by overusing both feedback and disclosure?​   a. ​Private   b. ​Dominant   c. ​Sociable   d. ​Open   ANSWER:   d POINTS:   1 REFERENCES:   List the four main communication styles typically used in the workplace and summarize tips for relating with people of different styles.

 

10. Which style communicator solves conflict by smoothing over it?​   a. ​Private   b. ​Dominant   c. ​Sociable   d. ​Open   ANSWER:   c POINTS:   1 REFERENCES:   List the four main communication styles typically used in the workplace and summarize tips for relating with people of different styles.

 

11. Which type manager is more likely to empower employees by allowing employees to be involved in team decisions?​   a. ​Private   b. ​Dominant   c. ​Sociable   d. ​Open   ANSWER:   d POINTS:   1 REFERENCES:   List the four main communication styles typically used in the workplace and summarize tips for relating with people of different styles.

 

12. This style of conflict resolution sees personal goals as more important than the goals of others. ​   a. ​Accommodation   b. ​Competition   c. ​Compromise   d. ​Collaboration   ANSWER:   b POINTS:   1 REFERENCES:   Identify types of conflict and strategies for managing conflict in the workplace and explain when each strategy works best.

 

13. Which of the following is a characteristic of A-type conflict?​   a. ​During A-type conflict, members tend to give and receive lots of feedback.   b. ​A-type conflict tends to occur when group members are emotionally detached from the topic.   c. ​During A-type conflict people often get angry due to their emotional attachment to the issues.   d. ​Team members are open to serious debate and disagreements.   ANSWER:   c POINTS:   1 REFERENCES:   Identify types of conflict and strategies for managing conflict in the workplace; explain when each strategy works best.

 

14. Accommodation may be the best response to conflict when ​   a. ​members are trained in problem solving.   b. ​It’s important to take the time to come up with a quality solution.   c. ​It’s important to maintain neutrality at all costs.   d. ​the damage to the relationship would harm both parties.   ANSWER:   d POINTS:   1 REFERENCES:   Identify types of conflict and strategies for managing conflict in the workplace; explain when each strategy works best.

 

15. Which of the following is a characteristics of individualistic cultures?​   a. ​Individual rights and autonomy are valued more highly than group rights.   b. ​Individualistic cultures prefer collaborating and compromising to solve problems   c. ​Individualistic cultures are relationship oriented.   d. ​Individualistic cultures prefer avoiding and accommodating strategies to preserve friendships   ANSWER:   a POINTS:   1 REFERENCES:   Define individualistic and collectivistic cultures and low-context and high-context cultures and explain how different cultures view and react to conflict.

 

16. Which of the following is a description of messages in high-context cultures?​   a. ​Messages are clearly spelled out—that is, they are direct and explicit.   b. ​The person’s gestures, facial expressions, and status are considered to be of major importance.   c. ​It is the speaker’s responsibility to make sure the meaning is provided by the words.   d. ​It is the speaker’s responsibility to make sure the message is well organized and structured.   ANSWER:   b POINTS:   1 REFERENCES:   Define individualistic and collectivistic cultures and low-context and high-context cultures and explain how different cultures view and react to conflict.

 

17. Which statement is true regarding maintaining interpersonal relationships in the workplace?​   a. ​The key to success for technology-driven organizations is based on the number of messages sent.   b. ​Strong manager-employee relationships depend on avoiding disagreement.   c. ​Interpersonal relationships are less important in multiunit and virtual organizations.   d. ​Strong manager-employee relationships depend on praise, understanding and trust.   ANSWER:   d POINTS:   1 REFERENCES:   Identify the role that interpersonal relationships play in organizational success.

 

18. ​Which statement is NOT true about maintaining effective relationships in the workplace?   a. ​Job satisfaction rarely spills over into life satisfaction.   b. ​Expectations continually change.   c. ​Some research indicates that many employees do not trust employers.   d. ​Clear expectations are important for physically isolated virtual organizations.   ANSWER:   a POINTS:   1 REFERENCES:   Define the terms clear expectations, reciprocal relationships, self-fulfilling prophecy, and trust cycles and explain what role each plays in developing and maintaining relationships.

 

19. When considering self-disclosure, it is true that: ​   a. ​High levels of self disclosure create trust.   b. ​Low levels of self disclosure create trust   c. ​Appropriate self disclosure levels vary by culture   d. ​No levels of self disclosure create trust.   ANSWER:   c POINTS:   1 REFERENCES:   Identify the role that interpersonal relationships play in organizational success.

 

20. When using technology to communicate, you must consider that: ​   a. Online messages are not as rich as face-to-face messages.​   b. ​Online messages are more rich than face-to-face messages.   c. ​With online messages it is quicker to form friendships than face to face relationships.   d. ​Online messages are the same as face-to-face messages.   ANSWER:   a POINTS:   1 REFERENCES:   Identify the role that interpersonal relationships play in organizational success.

 

21. What are some strategies for reaching consensus in conflict management and why is consensus desirable?​ ANSWER:   In win-lose, only one party achieves objective. In lose-lose, neither party achieves full objective. In win-win, all parties receive acceptable gains. Consensus is desirable because it is usually the most productive and satisfying strategy in the long run. One strategies for reaching consensus are: clarify the situation, urge the person to set aside the conflicting solutions, identify new solutions, join the person or group in comparing the original solutions.  Other strategies include compromise, mediation, and force. POINTS:   5 REFERENCES:   Identify types of conflict and strategies for managing conflict in the workplace and explain when each strategy works best.

 

22. Determine your personal communication style by taking the Survey of Communication Styles, both long and short forms, discussed in this chapter. What were your results for each survey? (i.e. which style were you?) Describe your style. Did you agree with the results? Why or why not?​ ANSWER:   Communication styles are a practical way of understanding your own and others’ frames of reference and tendencies. Private style communicators are more comfortable working with things than people. Dominant style communicators thrive in situations where they can demonstrate their expertise and experience. Sociable style communicators are interested in people, good listeners, and generally well liked; avoid conflict; and may limit what they share, hiding true feelings. Open style communicators are equally interested in people’s needs and company productivity and are most appreciative of other people. ​ POINTS:   5 REFERENCES:   Determine your personal communication style by taking the Survey of Communication Styles, both long and short forms, discussed in this chapter.

 

23. Pick a communication style (perhaps it is yours) and identify what are the challenges in communicating with that particular communication style?​ ANSWER:   Answers will vary depending on style. When communicating with private style communicators, it is important to communicate carefully, do not threaten or question, avoid making waves, and do not expect praise, guidance, or criticism. When communicating with dominant style communicators, it is important to take criticism and learn, meet expectations, accept their proposal changes, ask questions, and expect personal ego attacks from neurotic blind dominant types. When communicating with sociable communicators, know that where you stand may not be clear if you are new or too knowledgeable, do not expect full disclosure. When communicating with open communicators, be honest and tactful, look at all sides of a problem, follow the lead on sharing personal stories, and accept shared responsibility​ POINTS:   5 REFERENCES:   Determine your personal communication style by taking the Survey of Communication Styles, both long and short forms, discussed in this chapter.

 

24. What are the factors involved in choosing a conflict strategy? ​ ANSWER:   When selecting a conflict strategy, consider user comfort level, organization and team preferences, and the advantages and disadvantages of each strategy. Each conflict strategy is productive in some cases and should be avoided in others. Avoidance is best if the issue is trivial.  Accommodation is best if the issue is minor or it is important to have member cooldown. Competition is best if immediate action is needed. Compromise is best if both parties stand to gain and time is short. Collaboration is best if members are trained in problem solving and parties have common goals. ​ POINTS:   5 REFERENCES:   Identify types of conflict and strategies for managing conflict in the workplace; explain when each strategy works best.

 

25. What is the relationship between A-type and C-type conflict and conflict strategies?​ ANSWER:   Recent research combined C- type and A-type conflict with conflict strategies. Collaboration reduces both C-type and A-type conflict. Avoidance and competition almost always increase C-type conflict, thus increasing A-type conflict. Accommodation decreases A-type conflict, but conflict can resurface.​ POINTS:   5 REFERENCES:   Identify types of conflict and strategies for managing conflict in the workplace; explain when each strategy works best.

 

1. A job interview by telephone could take as long as an hour, but most Skype interviews are much shorter.​   a. True   b. False   ANSWER:   True POINTS:   1 REFERENCES:   Define the term interview; list the 10 most common types of interviews; and suggest at least two guidelines for effective use of each.

 

2. All interviews are organized around three phases: the opening phase, the question-response phase, and the closing phase.​   a. True   b. False   ANSWER:   True POINTS:   1 REFERENCES:   Identify and briefly describe the three phases of an effective interview.

 

3. When there are more interviewers than interviewees, the interview is called a board interview.​   a. True   b. False   ANSWER:   True POINTS:   1 REFERENCES:   Define the term interview; list the 10 most common types of interviews; and suggest at least two guidelines for effective use of each.

 

4. All interviews are organized in much the same way.​   a. True   b. False   ANSWER:   True POINTS:   1 REFERENCES:   Identify and briefly describe the three phases of an effective interview.

 

5. If a question catches you off guard, answer it quickly and change the subject. ​   a. True   b. False   ANSWER:   False POINTS:   1 REFERENCES:   Briefly list the types of questions used in an interview and where each fits on a continuum from “interviewer control” to “interviewee control.”

 

6. You are an interviewer and have the feeling tha the candidate is trying to hid something. What should you do? ​   a. ​Ask the candidate openly if he or she is trying to hid something.   b. ​Ask a series of open-ended questions that allow flexibility in responding to areas that might be related to the problem   c. ​Check his or her references and ask them if they know of something that the candidate might be hiding.   d. ​Simply ignore the situation and depend on your gut feeling as to whether or not to hire the candidate.   ANSWER:   b POINTS:   1 REFERENCES:   Briefly list the types of questions used in an interview and where each fits on a continuum from “interviewer control” to “interviewee control.”

 

7. Which of the following is a direct question? ​   a. “Tell me about your experience in sales.”​   b. ​“How many hours do you have in your major field of study?   c. ​“Which do you enjoy the most – working on your own or working under close supervision?”   d. ​“Do you still arrive late to most meetings?”   ANSWER:   b POINTS:   1 REFERENCES:   Briefly list the types of questions used in an interview and where each fits on a continuum from “interviewer control” to “interviewee control.”

 

8. How are the following interview questions organized?​ “Tell me about your last position.” “What were your main accomplishments?” “Did you save the company any money?” “How much?” “Which was your greatest accomplishment: saving money for the company or improving employee satisfaction through new management techniques?”   a. Funnel sequence.   b. Inverted funnel sequence.   c. Hourglass sequence.   d. Diamond sequence.   ANSWER:   a POINTS:   1 REFERENCES:   Briefly summarize the methods for organizing interview questions and when each is most effective: the funnel, inverted funnel, hourglass, and diamond sequences.

 

9. How are the following interview questions organized?​ ​“Are you interested in a management or team member position?” “What makes you say that?” “Are you willing to take a different position than the one you are applying for?” “What makes you an effective manager or an effective team member?” “Tell me about a time that you faced a challenge working with other people on the job and how you overcame that.”   a. Funnel sequence.​   b. ​Inverted funnel sequence.   c. ​Hourglass sequence.   d. ​Diamond sequence.   ANSWER:   b POINTS:   1 REFERENCES:   Briefly summarize the methods for organizing interview questions and when each is most effective: the funnel, inverted funnel, hourglass, and diamond sequences.

 

10. Questions following the hourglass sequence​   a. ​Begin with specific or closed questions and move to open or hypothetical open questions   b. ​Begin with specific questions and end with specific questions.   c. ​Begin with open or hypothetical questions and move to specific or closed questions.   d. ​Begin with open questions and end with open or hypothetical open questions.   ANSWER:   d POINTS:   1 REFERENCES:   Briefly summarize the methods for organizing interview questions and when each is most effective: the funnel, inverted funnel, hourglass, and diamond sequences.

 

11. “I thought we might begin by discussing your resume in terms of your work experiences, interest, and educational background. Then we’ll pause and give you an opportunity to ask some questions.” This statement might be made by an interviewer in what part of the interview? ​   a. Rapport​   b. ​Orientation   c. ​Motivation   d. ​Closing   ANSWER:   b POINTS:   1 REFERENCES:   Briefly list the types of questions used in an interview and where each fits on a continuum from “interviewer control” to “interviewee control.”

 

12. “Which area of operations do you feel deserves increased attention this year: Fire supervision, fire prevention, or emergency medical services?” This is an example of which type of question?​   a. ​Loaded   b. ​Third-person   c. ​Open   d. ​Closed   ANSWER:   d POINTS:   1 REFERENCES:   Briefly list the types of questions used in an interview and where each fits on a continuum from “interviewer control” to “interviewee control.”

 

13. Empathetic listening, careful paraphrasing, and non-evaluative feedback are particularly necessary communication skills for which kind of interview?​   a. ​Employment   b. ​Grievance   c. ​Counseling   d. ​Group   ANSWER:   c POINTS:   1 REFERENCES:   Define the term interview; list the 10 most common types of interviews; and suggest at least two guidelines for effective use of each.

 

14. In a group interview, interviewees should​   a. ​Always try to speak first so that they will be seen as participatory   b. ​Speak only to the interviewer who asked the question and ignore the group.   c. ​Be prepared for confusion and noise and don’t rush your answers or feel pressured.   d. ​Make your answers detailed and speak as often as possible.   ANSWER:   c POINTS:   1 REFERENCES:   Define the term interview; list the 10 most common types of interviews; and suggest at least two guidelines for effective use of each.

 

15. When the interview involves conflict and its resolution, that is called​   a. ​Grievance interview   b. ​Informational interview   c. ​Performance interview   d. ​Interrogation interview   ANSWER:   a POINTS:   1 REFERENCES:   Define the term interview; list the 10 most common types of interviews; and suggest at least two guidelines for effective use of each.

 

16. In the case of a customer accused of shoplifting, which type of interview might be conducted?​   a. ​Grievance interview   b. ​Informational interview   c. ​Performance interview   d. ​Interrogation interview   ANSWER:   d POINTS:   1 REFERENCES:   Define the term interview; list the 10 most common types of interviews; and suggest at least two guidelines for effective use of each.

 

17. Which of the following should be included in the closing phase of an interview?​   a. ​Ask follow up questions that you missed during the heart of the interview.   b. ​Ask the interviewee if they have any more questions.   c. ​Keep the person in suspense about the next step of the process.   d. ​An affidavit for the interviewee to sign.   ANSWER:   b POINTS:   1 REFERENCES:   Identify and briefly describe the three phases of an effective interview.

 

18. Which type question is illustrated by the following example: “What do you consider to be your biggest strength?”​   a. ​Hypothetical open question   b. ​Specific question   c. Closed question​   d. ​Open ended question   ANSWER:   d POINTS:   1 REFERENCES:   Briefly list the types of questions used in an interview and where each fits on a continuum from “interviewer control” to “interviewee control.”

 

19. This phase is the heart of the interview. In this phase both interviewer and interviewee have the opportunity ask and respond to questions: ​   a. ​Closing phase   b. ​Question-Response phase   c. ​Opening Phase   d. ​Orientation phase   ANSWER:   b POINTS:   1 REFERENCES:   Identify and briefly describe the three phases of an effective interview.

 

20. What kind of question are you using when you ask someone “How long have you been in this field of work?” ​   a. ​Specific question   b. ​Hypothetical open question   c. ​Closed question   d. ​Open ended question   ANSWER:   a POINTS:   1 REFERENCES:   Briefly list the types of questions used in an interview and where each fits on a continuum from “interviewer control” to “interviewee control.”

 

21. Identify five tips from your text on how to answer questions effectively during an interview and explain why these are helpful. ​ ANSWER:   Several tips provided by the text include: 1. Practice, practice, practice.  2. Try to relax and be yourself. 3. If a question catches you off guard, do not rush unprepared into an answer (think about it and if needed paraphrase the question). 4. If you do not know or cannot remember certain information, say so (never lie and do not disclose too much or too little, but try to paint a positive picture). 5. Do not be pressured into saying more than you want to say by interviewer techniques (e.g., silence, leading questions, nonverbal probes). 6. Use open-ended questions (e.g., tell me about yourself) to present information you want the interviewer to know. 7. Listen carefully to hypothetical open questions to make sure you understand the situation. 8. Be attentive to interviewer intentions when direct or specific questions are asked (keep answers short but give more details if necessary). 9. Do not let closed questions limit you to an incorrect answer. 10. Answer the question asked, but express your preferred answer if it is not one of the choices. 11. Avoid answering Yes or No to a loaded question. 12. Beware of leading (normally trick) questions. 13. Do not let the interviewer put words in your mouth. 14. Be aware that third-person questions are often aimed at getting you to say more than you planned to say.​ POINTS:   5 REFERENCES:   List at least five tips on how to answer questions effectively during an interview.

 

22. List and define the four methods for organizing interview questions, considering when each should be used. ​ ANSWER:   The funnel, inverted funnel, hourglass, and diamond sequence are four methods for organizing interview questions. The funnel question sequence moves from general (open-ended or hypothetical open questions) to specific (closed or direct questions). This is the most common method of organizing questions. It relaxes the interviewee, often eliminates the need to ask many of the planned questions, and lets the interviewer learn more about the interviewee. The inverted funnel question sequence moves from specific to general (typically used with reluctant, shy, or unmotivated respondents). The hourglass sequence (increasingly general questions ending with an open-ended question) is used when the answer to the last specific or closed question in a funnel sequence is unexpected. The diamond sequence (increasingly more specific questions ending with a closed or direct question) is used when the answer to a final open-ended or open hypothetical question in an inverted funnel sequence is unclear or unexpected. ​ POINTS:   5 REFERENCES:   Briefly summarize the methods for organizing interview questions and when each is most effective: the funnel, inverted funnel, hourglass, and diamond sequences.

 

23. When might telephone or skype interviews be used and what are some guidelines for participating in these kinds of interviews? ​ ANSWER:   Telephone and Skype interviews are used more frequently as transportation costs rise. Video interviews are increasingly used for recruiting. Survey information can be gathered and companies can follow up with customers to assess satisfaction. In this way, job applicants can be interviewed or screened in shorter calls. Interviewees should prepare for (and participate in) a video interview as if it were a face-to-face interview. Skype interviewees can improve their performance by practicing in advance, using an ethernet connection (not Wi-Fi), and plugging a headset into USB. Be sure to adjust lighting and eliminate visible clutter. Dress professionally and double-check the time of the call (and the relevant time zone).​ POINTS:   5 REFERENCES:   Define the term interview; list the 10 most common types of interviews; and suggest at least two guidelines for effective use of each.

 

24. Explain verbal and nonverbal probes and briefly explain how each can be used successfully in an interview, giving an example of each.​ ANSWER:   Verbal and nonverbal probes urge the respondent to add more information to a previous response. Verbal probes are usually single words or phrases asking for more information. To probe for information, start questions with what, when, where, or who. When seeking judgments, start questions with why or how. Nonverbal probes (e.g., raised eyebrow, frown) can produce the same results.​ POINTS:   5 REFERENCES:   Briefly list the types of questions used in an interview and where each fits on a continuum from “interviewer control” to “interviewee control.”

 

25. What are the three steps of the opening phase of an interview and why is each step an important part of this phase? ​ ANSWER:   The three steps are rapport, orientation, and motivation. Rapport (a feeling of mutual comfort and receptivity) should be established during minutes 1–4 of any interview to create a good first impression. There is no magic formula for rapport. Both the interviewer and the interviewee can contribute to rapport. Orientation (overall view of the interview) establishes the purpose of the interview. You want to verify the interviewee’s name; note your (the interviewer) name and why the interview is being conducted; state the purpose or desired outcome of the interview (never assume it); and note the approximate length of the interview. Motivation encourages the interviewee to give straightforward, complete answers, but the type of motivation depends on the person and the circumstances.​ POINTS:   5 REFERENCES:   Identify and briefly describe the three phases of an effective interview.