Exam 2 | Learn flashcards online

Briefly define the following seven steps to successful Reflective listening:
1. Affirming contact
2. Paraphrasing
3. Clarifying implicit thoughts
4. Reflecting core feelings
5. Silence
6. Eye contact
7. One way versus two way communication

1. "I see", "Uh-huh", "ok"
2. paraphrase their message occasionally
3. coax out their implicit message "What's troubling you?"
4. look past explicit and implicit and find out what feelings the speaker is conveying
5. can give time to sort out thoughts
6. moderate eye contact communicates openness
7. one-way is efficient by not accurate; two-way is accurate and good for problem solving

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Good managers have five communication skills in common: EEPSI (acronym). What are they?

Expressive
Empathetic
Persuasive
Sensitive
Informative

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What percentage of communication problems can be solved by "communication policy guidelines?"

20%

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What does FAME stand for and what does it mean?

Focus - give to employees
Articulate - use words employees can remember and repeat
Model - be a model for employees
Engage - demonstrate how they fit in bigger picture

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Defensive Communication

aggressive, malevolent messages as well as passive, withdrawn messages

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Non-defensive communication

assertive, direct and powerful communication

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T/F: One way to turn barriers into gateways is through perspective taking.

True, bitchez

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Subordinate Defensiveness

timid
passive and withdrawn
"You are right and I am wrong"

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Dominant Defensiveness

overt aggression and domineering behavior
"I am right and you are wrong"

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Define: subversive actions that employ defensive communication

Defensive Tactics

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Tactics used to control and manipulate others

power plays

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An estimated XX-XX% of communication is nonverbal.

65-90%

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What are the four types of Nonverbal communication? Briefly define each.

Proxemics - comfort zones
Kinesics - body movement/posture
Facial and eye behavior
Paralanguage - variations in speech (pitch, tone, duration, etc.)

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What is the relationship between personal space and temperature?

warmer regions = less personal space (Arabia)
colder regions = more space (N. America)

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What purpose do the following seating arrangements promote?

Cooperation
Communication
Competition
Non-communication

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T/F: Hand gestures are considered kinesics.

True

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Communicative disease

the absence of heartfelt communication in relationships that leads to loneliness and social isolation (can lead to serious physical problems for the heart and cardiovascular system)

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Which US president is known as the "Great Communicator?"

Reagan

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[Chapter 13: Conflict and Negotiation] Define: Any situation in which incompatible goals, attitudes, emotions or behaviors lead to disagreement or opposition b/w two or more people

Conflict

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Managers spend XX% of their day dealing with conflict.

21%

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When dealing with conflict, which is more important: interests or positions?

interests

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Functional vs. Dysfunctional Conflict

healthy conflict that brings new ideas and growth vs. unhealthy destructive disagreement

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Define Groupthink. Is it bad?

a group tries to minimize all conflict in order to find a solution peacefully

Yes, it is bad. Functional conflict is good.

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What are the three steps in diagnosing conflict?

1. Examine the issue
2. Examine the context
3. Examine the parties

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Specialization, interdependence, common resources, goal differences, authority relationships, status inconsistencies, and jurisdictional ambiguities are factors that cause conflict in organizations.

Structural Factors

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Skills/Abilities, personalities, perceptions, values and ethics, emotions, communication barriers, and cultural differences are all are factors that cause conflict in organizations.

Personal factors

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What is Intrarole conflict?

conflict within a role (ie. conflicting messages from superiors)

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What is a Person-role conflict?

a conflict between a role and personal values

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Mastenbroek invisioned Power Networks. What three types of relationships did he invision? Which focuses on a win-lose approach? Which is characterized by a lesser employee wanting more autonomy? In which does it suck to be the middle manager?

1. equal vs equal (win-lose)
2. high vs low (autonomy)
3. high vs middle vs low (sucks to be middle manager)

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In a study where employees were given criticism about their work, more than XX% retorted defensively.

> 50%

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Fixation

continuation of a dysfunctional behavior that is not helping

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Displacement

directing anger towards someone who is not the source of the problem

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Negativism

consistently pessimistic when trying to solve a problem

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Compensation

more than making up for a negative situation in another pursuit

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Identification

compromise mechanism of modeling behavior after someone else

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Rationalization

justify one's behavior by constructing bogus reasons for it

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Flight

physically escaping a conflict

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Withdrawal

emotionally leaving a conflict

"I don't care anymore"

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Conversion

emotional conflicts are expressed in physical form

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Fantasy

daydreaming as an escape

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XX-XX% of all internet surfing at work is not work related and 70% of companies report porn accessed on their networks.

30-40%

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Dual concern is a focus on what?

performance and satisfaction

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Task focused

rules oriented highly productive but low satisfaction group

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Psyche focused

poor performance, high satisfaction

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Zero concern

poor performance and poor satisfaction

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T/F: A Comparative Conflict Management Strategy is focused on a win-lose.

False: win-win

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Administrative Orbiting

delaying action by buying time

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Due Process Non-action

setting up a conflict resolution procedure that is timely, costly, or risky so no one will use it

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Character assassination

an attempt to label or discredit an opponent

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Superordinate goal

an effective technique of finding a common goal superior to the goal in conflict

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Expanding resources

if the conflict is over common resources, just add more!

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Change personnel

transfer or fire trouble-makers

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Change structure

change the structure of an organization and create an "integrator" as a liason

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Distributive bargaining

the goals of two parties are in direct conflict, resources are limited
win-lose approach

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Integrative negotiation

party's goals NOT exclusive
both sides can achieve their goals

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Conflict Management Styles are a mix between what two things?

Cooperativeness and Assertiveness

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The five Conflict Management Styles are: Competing, Collaborating, Avoiding, Compromising, and Accommodating.
Which is high in Assertiveness and low in Cooperativeness?

Competing

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The five Conflict Management Styles are: Competing, Collaborating, Avoiding, Compromising, and Accommodating.
Which is low in Assertiveness and high in Cooperativeness?

Accommodating

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The five Conflict Management Styles are: Competing, Collaborating, Avoiding, Compromising, and Accommodating.
Which is low in Assertiveness and low in Cooperativeness?

avoiding

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The five Conflict Management Styles are: Competing, Collaborating, Avoiding, Compromising, and Accommodating.
Which is medium in Assertiveness and medium in Cooperativeness?

Compromising

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The five Conflict Management Styles are: Competing, Collaborating, Avoiding, Compromising, and Accommodating.
Which is high in Assertiveness and high in Cooperativeness?

Collaborating

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[Chapter 11: Power and Political Behavior] What is counter power?

when a subordinate has knowledge that their supervisor does not

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Zone of Indifference

the range in which attempts to influence an employee will be perceived as legitimate

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Briefly define the five sources of Interpersonal power:
Reward
Coercive
Legitimate
Referent
Expert

reward- power to reward a target
coercive- power to cause an unpleasant experience to target
legitimate- agent and target agree that agent has power to influence
referent- power b/c agent is charismatic and respectable
expert- power from expert knowledge over target

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Briefly define the contingencies of power:
-substitutability
-centrality
-discretion
-visibility

substitutability- the ability to be replaced
centrality- how important group's functioning is to the success of organization
discretion- the level of autonomy in your job (if high, they probably can't do your job)
visibility- the ability of your positive value to the company to be seen

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Which form of power has the strongest link to performance and satisfaction?

Expert power

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Which source of power is linked to organizational effectiveness, but is also the most dangerous because it could become too powerful?

Referent power

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Strategic contingency

activities that other groups depend on to function

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What is the least effective influence tactic?

pressure

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What is your anagram for the Influence tactics? What is each one?

Pin - Pressure
Ups - Upward appeals
Except - Exchange
Cock - Coalition
Issues - Ingratiation
Really - Rational persuasion
Inspire - Inspirational appeals
Cream - Consultation
In - Informational control
Sex - Silent authority
Instantly - Impression management
Pleased - Persuasion

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What are the soft tactics (forms of influence)?

PIIE

Persuasion
Ingratiation
Impression mgmt
Exchange