87 Questions
What is the process of having the receiver restate the message in their own words?
Paraphrasing
Which step is part of the oral message-sending process?
Developing rapport
What does the message-receiving process include?
Listening, analyzing, and checking understanding
What is the relationship between communication competency and leadership performance?
Positive
What is another term for the compromising style of conflict resolution?
Problem-solving style
What is a disadvantage of the compromising style of conflict resolution?
Can lead to subpar decisions
When is the compromising style of conflict resolution most appropriate?
When issues are complex and critical
What is an advantage of the problem-solving style of conflict resolution?
Best solution
When is the problem-solving style of conflict resolution most appropriate?
When group goal comes first and members collaborate
What is a disadvantage of the problem-solving style of conflict resolution?
Time consuming
When is the avoiding style of conflict resolution most appropriate?
When maintaining relationships is important
What is an advantage of the avoiding style of conflict resolution?
Time consuming
What are the steps involved in mediation in conflict resolution according to the BCF model?
Agreeing on the conflict problem, developing alternative resolutions, making an agreement for change, and follow-up for resolution
What does the contingency leadership model determine leadership style based on?
Task- or relationship-oriented behavior
How does the path-goal leadership model select the leadership style?
Directive, supportive, participative, or achievement-oriented, based on leader-member relationship, task structure, and position power
What do critics say about the path-goal leadership model?
Research supports it more in lab studies than in field studies
What are the conflict management styles mentioned in the text?
Avoiding, accommodating, forcing, negotiating, and collaborating
What is an advantage of the avoiding conflict style?
Maintaining relationships
What does 360-degree feedback involve?
Receiving performance evaluations from multiple individuals
What is the focus of coaching feedback?
Supportive relationship, specificity, and lack of judgmental criticism
What does the Job Instructional Training (JIT) include?
Trainee preparation, task presentation, task performance, and trainer follow-up
What is the initiating conflict resolution model based on?
Planning a BCF statement, presenting it, proposing alternative resolutions, and making an agreement for change
What does the BCF model describe conflict in terms of?
Behavior, consequences, and feelings
What is mentoring in management?
Involves a more-experienced manager assisting a less-experienced protégé
What does attribution theory explain in management?
How managers determine reasons for effective or ineffective performance
What is the role of a mediator in conflict resolution?
A neutral third party who helps resolve a conflict
What are key aspects of communication in management?
Giving clear instructions and receiving messages through effective listening and feedback
What factors does the performance formula consider?
Performance as a function of ability, motivation, and resources
What causes conflict according to the text?
Disagreement and opposition among individuals
What should feedback involve?
Staying calm, avoiding defensiveness, and being open to questions
What is descriptive feedback based on?
Observed and proven facts or unproven inferences
When should feedback be given?
As soon as possible, with flexibility when time is limited or emotions are high
Why is criticism rarely effective?
It can make employees defensive and develop a negative attitude
What makes employees feel like winners according to the text?
Coaching feedback
What does the coaching model for improving performance involve?
Describing current and desired performance, getting a commitment to change, and follow-up
What does mentoring involve according to the text?
Providing career advice and developing leadership skills
When does conflict arise according to the text?
When there is a breach in the psychological contract, the unwritten implicit expectations in a relationship
What does conflict resolution involve according to the text?
Planning a Behavior, Consequence, and Feeling (BCF) statement, presenting it, and agreeing on the conflict.
What should BCF statements avoid?
Making judgments, threats, or giving solutions.
Communication is the process of conveying information and meaning.
True
There is a positive relationship between communication competency and leadership performance.
True
The message-receiving process includes listening, analyzing, and checking understanding.
True
Paraphrasing is the process of having the receiver restate the message in their own words.
True
Compromising style of conflict resolution is also called problem-solving style.
False
The compromising style of conflict resolution can lead to subpar decisions.
True
When group goals come first and members collaborate, the compromising style of conflict resolution is most appropriate.
False
The compromising style of conflict resolution is advantageous because it can lead to the best solution.
True
The compromising style of conflict resolution is time consuming.
True
When compromise would result in sub-optimization, the compromising style of conflict resolution is most appropriate.
True
The compromising style of conflict resolution is advantageous because conflict is resolved quickly.
False
The compromising style of conflict resolution is appropriate when maintaining relationships is important.
True
360-degree feedback involves receiving performance evaluations from multiple individuals
True
Coaching provides motivational feedback to maintain and improve performance
True
Job instructional training (JIT) includes steps such as trainee preparation, task presentation, task performance, and trainer follow-up
True
Coaching feedback is based on a supportive relationship, specificity, and lack of judgmental criticism
True
Attribution theory explains how managers determine reasons for effective or ineffective performance
True
The performance formula considers performance as a function of ability, motivation, and resources
True
Mentoring involves a more-experienced manager assisting a less-experienced protégé
True
Conflict arises from disagreement and opposition among individuals
True
The initiating conflict resolution model consists of planning a BCF statement, presenting it, proposing alternative resolutions, and making an agreement for change
True
The BCF model describes conflict in terms of behavior, consequences, and feelings
True
A mediator is a neutral third party who helps resolve a conflict
True
Giving clear instructions and receiving messages through effective listening and feedback are key aspects of communication in management
True
Descriptive feedback can be based on observed and proven facts or unproven inferences.
True
Feedback should be given as soon as possible, but flexibility is needed, especially when time is limited or emotions are high.
True
Coaching feedback makes employees feel like winners, unlike criticism which makes them feel like losers.
True
Mentoring involves providing career advice and developing leadership skills.
True
Conflict arises when there is a breach in the psychological contract, the unwritten implicit expectations in a relationship.
True
BCF statements should avoid making judgments, threats, or giving solutions.
True
Effective feedback involves staying calm, avoiding defensiveness, and being open to questions.
True
Criticism is rarely effective as it can make employees defensive and develop a negative attitude.
True
The coaching model for improving performance involves describing current and desired performance, getting a commitment to change, and follow-up.
True
Conflict resolution involves planning a Behavior, Consequence, and Feeling (BCF) statement, presenting it, and agreeing on the conflict.
True
Initiating conflict resolution involves persisting with a short, planned statement and waiting for a response if needed.
True
Mentoring involves providing feedback based on observed and proven facts.
False
Mediation in conflict resolution involves developing alternative resolutions.
True
The contingency leadership model determines leadership style as task- or relationship-oriented.
True
The path-goal leadership model selects the leadership style: directive, supportive, participative, or achievement-oriented.
True
Critics say research supports the path-goal leadership model more in lab studies than in field studies.
True
Advantages of avoiding conflict style include maintaining relationships, but the disadvantage is no resolution.
True
The accommodating conflict style involves passively giving in to the other party.
True
The negotiating conflict style involves assertive, give-and-take concessions.
True
The collaborating conflict style seeks joint resolution with the best solution for all parties.
True
The leadership continuum model selects one of seven styles based on boss-centered versus subordinate-centered leadership.
False
The forcing conflict style involves using aggressive behavior to get their way, with advantages including better decisions and maintaining relationships.
True
Appropriate use of the forcing style includes trivial conflicts, low stakes, and when confrontation would damage relationships or time is short.
True
Conflict management styles include avoiding, accommodating, forcing, negotiating, and collaborating.
True
Study Notes
Effective Feedback and Conflict Resolution in the Workplace
- Getting feedback involves staying calm, avoiding defensiveness, and being open to questions.
- Descriptive feedback can be based on observed and proven facts or unproven inferences.
- Feedback should be given as soon as possible, but flexibility is needed, especially when time is limited or emotions are high.
- Criticism is rarely effective as it can make employees defensive and develop a negative attitude.
- Coaching feedback makes employees feel like winners, unlike criticism which makes them feel like losers.
- The coaching model for improving performance involves describing current and desired performance, getting a commitment to change, and follow-up.
- Mentoring involves providing career advice and developing leadership skills.
- Conflict arises when there is a breach in the psychological contract, the unwritten implicit expectations in a relationship.
- Conflict resolution involves planning a Behavior, Consequence, and Feeling (BCF) statement, presenting it, and agreeing on the conflict.
- Conflict resolution also includes asking for or giving alternative resolutions and making an agreement for change.
- BCF statements should avoid making judgments, threats, or giving solutions.
- Initiating conflict resolution involves persisting with a short, planned statement and waiting for a response if needed.
Conflict Resolution and Leadership Models
- Mediation in conflict resolution involves following steps: using the BCF model for complaints, agreeing on the conflict problem, developing alternative resolutions, making an agreement for change, and follow-up for resolution.
- The contingency leadership model determines leadership style as task- or relationship-oriented.
- The leadership continuum model selects one of seven styles based on boss-centered versus subordinate-centered leadership.
- The path-goal leadership model selects the leadership style: directive, supportive, participative, or achievement-oriented, based on leader-member relationship, task structure, and position power.
- Critics say research supports the path-goal leadership model more in lab studies than in field studies.
- Conflict management styles include avoiding, accommodating, forcing, negotiating, and collaborating.
- Advantages of avoiding conflict style include maintaining relationships, but the disadvantage is no resolution.
- The accommodating conflict style involves passively giving in to the other party.
- The forcing conflict style involves using aggressive behavior to get their way, with advantages including better decisions and maintaining relationships.
- Appropriate use of the forcing style includes trivial conflicts, low stakes, and when confrontation would damage relationships or time is short.
- The negotiating conflict style involves assertive, give-and-take concessions.
- The collaborating conflict style seeks joint resolution with the best solution for all parties.
Learn how to receive feedback effectively by staying calm, avoiding defensiveness, and being open to questions and nonverbal communication. Asking direct questions and using paraphrasing can also help in receiving valuable feedback on messages.
Make Your Own Quizzes and Flashcards
Convert your notes into interactive study material.
Get started for free
