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Effective Communication in Difficult Situations Chapter Exam

Exam Instructions:

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

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Question 1 1. Negative messages

Question 2 2. What does attribution theory suggest about how we assess the behavior of others?

Question 3 3. Which of these conflict management styles attempts to resolve a conflict by finding a middle ground?

Question 4 4. Why might two businesses or people need to use a third party in their negotiations?

Question 5 5. Donald is an office manager. In his youth, he found that other kids of a certain nationality were quarrelsome and hard to get along with. When an applicant from the same nationality applied for an opening in Donald's office, Donald dismissed him because he didn't feel the applicant would get along with existing staff. Donald is using _____

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Question 6 6. Mary and Kelly have just started working for a new boss. Mary is unhappy because the new boss is strict and has many new rules. Kelly is optimistic because the office feels organized and has direction now under the new boss. Mary and Kelly have different _____

Question 7 7. What is an approach where negative news is delivered with a positive buffer statement before proceeding with the bad news?

Question 8 8. Which of these third-party roles is the most active role a third-party can hold whereby he or she listens to both sides of the disagreement in a casual setting to encourage a mutual understanding of the root issue?

Question 9 9. Which of the following best describes an assertive person?

Question 10 10. Which of the following is a profile of a person likely to use accommodation as a conflict management style?

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Question 11 11. People that frequently let their emotions show when they are communicating display a great deal of which quality?

Question 12 12. Which of the following is the feeling that is most crucial after collaboration?

Question 13 13. How can a third party act as Facilitator?

Question 14 14. Which of the following best describes an expressive communicator?

Question 15 15. Joe is a top salesman, something he attributes to his own intelligence, personality and wit. When he recently missed a monthly quota though, he blamed it on new competitors in his territory. Joe is rationalizing his failure by using _____

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Question 16 16. Which of these third-party roles listens to both sides, keeps record, examines the issue, determines who is right or wrong in the conflict, and decides how the conflict must be settled?

Question 17 17. What is a sentence that is used to cushion bad news in a negative message?

Question 18 18. During a conversation or presentation, what's the best way to tell if your audience is engaged?

Question 19 19. Tad was tasked with hiring a new sales manager for his team. He had two equally qualified candidates with seemingly like personalities. However, he found Cathy to be more attractive than Kelly. Tad decided to hire Cathy because he felt she would get along better with the team than Kelly would. Tad's behavior is an example of _____

Question 20 20. Jonathan and Sam are employed at a PR company in Boston. Both of them want the company to fund projects they've been working on for the past three years, but senior management has informed them that the company will only fund one of the projects. Which one of the following options best explains why this situation resulted in competition?

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Question 21 21. Which of these third-party roles is used to aid the disputing parties in analyzing and understanding the reasons for the conflict so that they can plan a resolution strategy?

Question 22 22. What approach works best when the receiver of the communication is accepting of the news?

Question 23 23. Mark from the IT sector and Wayne from the accounting sector are supposed to develop a strategy that will accommodate the long-term needs of the company. Mark thinks they need to buy the best computers on the market, while Wayne wants them to pick the cheapest. After an open disagreement, Mark has taken a 2-week leave in order to not have to disagree about the issue again. Which of the following best describes this conflict resolution style?

Question 24 24. Which one of the following communication types is described as, among other things, being careful and objective when communicating with others?

Question 25 25. What type of ending illustrates good feelings towards the sender of the bad news?

Effective Communication in Difficult Situations Chapter Exam Instructions

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

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