In first part of the conversation, Sally is thesender   .

Points:

1 / 1

 

ED (THINKS TO HIMSELF): I’ll bet Frank really liked my work!

After hearing what Frank said, Ed’s thought representsdecoding   .

Points:

1 / 1

 

ED (SAYS TO FRANK): Sure, Frank, what time is good for you?

This response by Ed representsfeedback    

Points:

1 / 1

Close Explanation

Explanation:

In this dialogue, Frank must encode his thoughts into speech—he translates what he is thinking into what he is going to say. Ed decodes, or interprets, Frank’s speech, and in his verbal message sends Frank feedback that he understands Frank’s request to meet.

Breadloaf Bakery has recently invested in software to track sales across its five locations. The company prides itself on providing freshly baked goods, and this software upgrade is an attempt to better identify which items to bake at which times of the day. The managers of each location have been attending training on the new system, with Wayne, the manager of the downtown location, taking the following notes throughout the day:

 

Wayne’s notes include details that pertain to the characteristics of useful information. His notes about making sure the software is running at all hours of operation are in reference to thecompleteness   of information.

Points:

0 / 1

Close Explanation

Explanation:

Wayne’s notes about making sure the software is running at all hours of operation are in reference to the completeness of information.

Complete information is information that is not missing any pieces of data. Making sure the software is running during all hours of operation ensures that no sales go unrecorded, creating a more comprehensive statistical analysis that will better serve the company.

Information also needs to be accurate (correct), relevant (applicable to all contexts involved), and timely (available when needed) to be useful. Wayne’s notes on making sure the software is running at all hours of operation are not in reference to any of these other characteristics of

Select the word or phrase that best completes each of the following sentences.

Imagine you’ve been tasked with creating the homecoming float for your student organization. You can’t do it alone! You’ll need a team to help you.

You remind potential team members that when they join the team, they will have the benefit of friendship. For this reason, participation helps team members    .

IDEO is tasked with developing ideas for new extensions for the company’s product. The new group has gotten to know each other, but there are frequent arguments among group members. Jack, the team leader, recognizes that this team can’t move forward until it finishes the    process.

Please select the best answer to the question posed.

3M wants to manage processes such as accounting more efficiently. If you were the chief financial officer, what type of group would you form to address this ongoing need?

Interest

Informal

Functional

Task

 

Select the word or phrase that best completes each of the following sentences.

Imagine you’ve been tasked with creating the homecoming float for your student organization. You can’t do it alone! You’ll need a team to help you.

You’ll need a team to help you. While your number one goal is to complete the float, you know some of your team members will seek to    by using the opportunity for leadership experience.

At IDEO, every project is addressed with teams. Because the company is fairly large, people who have never worked together before may be assigned to a project team. Before they can even begin to function, the team must go through theforming   process.

Please select the best answer to the question posed.

Salesforce is a large company, and with so many employees, people often find that their coworkers share an interest in their hobbies. A group of golfing enthusiasts decide to set up a putting green near the work site. What type of group is this?

Task

Virtual

Interest

Functional

Imagine you’ve been tasked with creating the homecoming float for your student organization. You can’t do it alone! You’ll need a team to help you.

Since this team’s function meets a goal of the organization, people will join if they understand the primary purpose is to    .

Teams at IDEO follow a standard process for brainstorming. Nicole, the group leader, doesn’t have to explain this process. She knows the group has already moved past the    process and is ready to perform.

Please select the best answer to the question posed.

NACCO understands it must innovate to ensure future growth. But where that innovation can originate is anyone’s guess. If you were the chief innovation officer, what type of group would you form to develop ideas for new product development?

Informal

Interest

Functional

Task

 

Please select the term that best completes each of the following sentences.

If you’ve experienced groups that were close and loyal and groups that weren’t, you know how important    can be to group performance.

College students have a lot of opportunities for growth during college. You should focus on course performance, but you might also run for student government, play a sport, and join a social club. It’s easy for students like you to experience    .

In the new business development group at The Martin Agency, the vice president demands professionalism. If you want to work there, you’ll experience    because of this pressure.

Please select the best answer from the choices provided.

The programming team at Zynga has a low level of cohesiveness. What reason might explain this?

The group agrees on goals.

The group members like each other.

The group tends to compete with other groups in the company.

The team is large.

 

In most families, parents play the role of leader, and children play the role of follower. Thus, families have    .

You always strive to be a good student. But your accounting teacher wants you to attend the career fair even though it conflicts with your management class. Your management professor demands class participation. You are experiencing    .

Most people at The Martin Agency work a standard workday. They arrive by 9:00 AM and leave in the early evening. But the award-winning videographer on staff arrives sporadically. Everyone understands this    , because creativity doesn’t punch a time clock.

Please select the best answer from the choices provided.

The team tasked with monetizing games at Zynga has really performed well over the last two years and has a strong sense of cohesion. The team has been recognized at the company’s annual meetings for the last three years straight. Which factor has helped increase this team’s cohesion?

Domination

Large group size

Favorable evaluation

Intragroup competition

Members in your chapter of the Society for the Advancement of Management (SAM) disagree about whether to attend this year’s annual conference, creating conflict in the group.interpersonal conflict   like this is quite common in organizations.

Choose the best answers to the following questions.

Lily and Jessica are both members of the account management group at Calabrio. 

They disagree on the best process to adopt for ongoing client communications. Which form of conflict is their team likely to experience as a result?

Intergroup conflict

Interorganizational conflict

Personality clash

Interpersonal conflict

Apple and Samsung both claim to have created innovations in smartphone technology. Although Samsung is both Apple’s competitor and its partner (supplying parts for Apple products), this situation is laced with interorganizational conflict.

Which situation is similar?

Amazon provides its Kindle app as a free download to people who want to buy Kindle books but don’t wish to buy a Kindle reader.

Dell founder Michael Dell vied against a major shareholder to win the right to purchase shareholder stock.

Clinique sells its products to many competing department stores, but has none of its own stores.

Spanx sells its products in its own stores, as well as in department stores such as Macy’s.

You understand conflict is a part of group interactions, but you try to minimize    , because arguing with another functional group tends to distract your own group from its core mission.

Choose the best answers to the following questions.

Jerry Stritzke, president and CEO of retailer REI, submitted his resignation to the board of directors after an investigation revealed that he was in a close personal relationship with the leader of another organization in the outdoor recreation industry. After discovering this potential conflict of interest, the board simply could not trust Stritzke, and Stritzke no longer felt he could rely on the confidence of the board members. Which form of conflict has evolved?

Role conflict

Intergroup conflict

Interorganizational conflict

Personality clash

Apple and Samsung both claim to have created innovations in smartphone technology. Although Samsung is both Apple’s competitor and its partner (supplying parts for Apple products), this situation is laced with interorganizational conflict.

Which situation is similar in terms of the type of conflict that could result?

Amazon provides its Kindle app as a free download to people who want to buy Kindle books but don’t wish to buy a Kindle reader.

Dell founder Michael Dell vied against a major shareholder to win the right to purchase shareholder stock.

Buick and Chevrolet, both divisions of General Motors, vie for the right to be the first in-house brand to produce new car models.

Amazon demands that manufacturers ensure that Amazon can offer lower prices than any other retailer—even if that lowest price is below the Manufacturer’s Suggested Retail Price (MSRP).

 

You understand conflict is a part of group interactions, but you try to minimizeintergroup conflict   , because arguing with another functional group tends to distract your own group from its core mission.

Points:

1 / 1

Close Explanation

Explanation:

Intergroup conflict occurs when two groups are at odds. For instance, the marketing group might disagree with the production group.

Choose the best answers to the following questions.

Jerry Stritzke, president and CEO of retailer REI, submitted his resignation to the board of directors after an investigation revealed that he was in a close personal relationship with the leader of another organization in the outdoor recreation industry. After discovering this potential conflict of interest, the board simply could not trust Stritzke, and Stritzke no longer felt he could rely on the confidence of the board members. Which form of conflict has evolved?

Role conflict

Intergroup conflict

Interorganizational conflict

Personality clash

Points:

0 / 1

Close Explanation

Explanation:

When people in a group or organization distrust each other, the source of interpersonal conflict is known as a personality clash.

Apple and Samsung both claim to have created innovations in smartphone technology. Although Samsung is both Apple’s competitor and its partner (supplying parts for Apple products), this situation is laced with interorganizational conflict.

Which situation is similar in terms of the type of conflict that could result?

Amazon provides its Kindle app as a free download to people who want to buy Kindle books but don’t wish to buy a Kindle reader.

Dell founder Michael Dell vied against a major shareholder to win the right to purchase shareholder stock.

Buick and Chevrolet, both divisions of General Motors, vie for the right to be the first in-house brand to produce new car models.

Amazon demands that manufacturers ensure that Amazon can offer lower prices than any other retailer—even if that lowest price is below the Manufacturer’s Suggested Retail Price (MSRP).

 

John, your group’s informal leader, doesn’t trust Alicia, the group’s communications manager. John feels Alicia tends to overemphasize her own beliefs in group documents, and Alicia believes John is micromanaging the team. This is a classic case ofa personality clash   .

Points:

1 / 1

Close Explanation

Explanation:

Personality clashes are a form of interpersonal conflict. They occur when two people distrust each other or simply dislike each other.

Choose the best answers to the following questions.

CubCadet’s marketing group wants to advertise that its lawn tractors are faster than any others. If the vice president of marketing requests these specifications but manufacturing can’t fulfill the request, what kind of conflict could result?

Interpersonal conflict

Personality clashes

Intergroup conflict

Interorganizational conflict

Points:

1 / 1

Close Explanation

Explanation:

Because marketing and manufacturing are different groups within the same organization, disagreements between these two groups would be classified as intergroup conflict.

Apple and Samsung both claim to have created innovations in smartphone technology. Although Samsung is both Apple’s competitor and its partner (supplying parts for Apple products), this situation is laced with interorganizational conflict.

Which situation is different?

Spanx sells its products in its own stores as well as in department stores like Macy’s.

Amazon demands that manufacturers ensure that Amazon can offer lower prices than any other retailer—even if that lowest price is below the Manufacturer’s Suggested Retail Price (MSRP).

Google and Bing operate competing businesses with similar services.

Dell founder Michael Dell vied against a major shareholder to win the right to purchase shareholder stock.

 

4. How Organizations Manage Conflict

 

© Shutterstock Images

Use your understanding of how to manage conflict to answer the following questions.

You probably think that conflict is negative, but conflict can be good for teams, too. When conflict is positive, it has specific characteristics. Which characteristic could you use to help ensure that conflict will have a positive influence on a group that you manage?

Measures of productivity are regularly changed.

The ground rules are equitable.

Participants perceive that the contest is designed to reward your favorite employees.

Participants are reminded that the whole team benefits from hard work.

Hireology encourages employees to spend a percentage of their working time on special projects such as hackathons, side projects, and business case study competitions. Imagine that, as a manager of one of the most promising projects at Hireology, you have more volunteers than roles available. You can’t choose everyone to work on your team. What is the best way to control the conflict?

Hire an external consultant to pick new team members for you.

Avoid talking to employees who want to volunteer for one of your teams.

Make prospective team members compete for the spots by running errands for you and current team members.

Expand the number of teams or the number of team positions available.

Two of your group members are at odds. They’ve disagreed so long that the conflict is a chronic problem for your group. Now they want you to referee. What’s the best way for you to resolve their conflict in an effective way?

Dispute resolution

Avoidance

Firing one of the members

Smoothing

Select the answer that best completes the sentence.

You’ve requested a raise at work, but your manager has limited financial resources to meet employee requests like yours. As you discuss your respective positions and seek to come to an agreement, you are engaged in the process of    .

Imagine yourself in the situation posed in the question. Then choose the best answer.

You are heading the task force from your labor union. The issue? The company doesn’t want to offer raises, but the labor union believes employees deserve them.

Luckily, you are charismatic with just the right tolerance for risk taking. Which approach to negotiation might be best for you?

Game theory

Individual differences

Situational characteristics

Cognitive approach

Choose the answer that best addresses the question posed.

You strive to be rational when you negotiate, but you sometimes fall prey to bias. Now you have to choose a new employee, but you’ve needed the help for a long time. There’s just no time to search. You choose a prospect from the preapproved list provided by Human Resources. Which cognitive approach to negotiation has sidetracked you?

Anchoring

Fixed-sum outcomes

Overreliance on readily available information

Escalation of commitment

 

Conflict can actually be useful for organizations. If you wanted to encourage competition in order to motivate better performance, which of the following would you do?

Pay everyone the same regardless of rank or performance.

Throw a company party.

Create a contest to reward the group member with the best performance.

Match employees in small teams by personality type.

3M allows employees to spend 15% of their working time on projects that they feel passionate about. Sometimes there is more interest than roles to play on the respective project teams. If, as a manager of one of these special teams, you chose to make volunteers compete for the right to work on your team, which conflict management approach would you be using?

Controlling conflict.

Stimulating conflict.

Eliminating conflict.

Resolving conflict.

If your group is experiencing a source of conflict and you wish to approach the resolution of that conflict in a confrontational manner, which conflict resolution approach would you use?

Smoothing

Compromise

Avoidance

Interpersonal problem solving

Select the answer that best completes the sentence.

The need for    arises when two parties are involved, have different preferences, but need to reach an agreement to continue to work together.

Imagine yourself in the situation posed in the question. Then choose the best answer.

You are heading the task force from your labor union. The issue? The company doesn’t want to offer raises, but the labor union believes employees deserve them.

Unfortunately, the employees have few alternatives to their current jobs, meaning the company “holds all the cards.” Which approach to negotiation are you facing?

Game theory

Cognitive approach

Situational characteristics

Individual differences

Choose the answer that best addresses the question posed.

When people negotiate, much of the negotiation is simply beyond control. You can’t necessarily control how much power you have or the setting of the actual negotiation. To which type of negotiation approach does this relate?

Game theory approach

Anchoring

Cognitive approach

Situational characteristics

 

4. How Organizations Manage Conflict

 

© Shutterstock Images

Use your understanding of how to manage conflict to answer the following questions.

Conflict can actually be useful for organizations. If you wanted to encourage competition in order to motivate better performance, which of the following would you do?

Pay everyone the same regardless of rank or performance.

Throw a company party.

Create a contest to reward the group member with the best performance.

Match employees in small teams by personality type.

3M allows employees to spend 15% of their working time on projects that they feel passionate about. Sometimes there is more interest than roles to play on the respective project teams. If, as a manager of one of these special teams, you chose to make volunteers compete for the right to work on your team, which conflict management approach would you be using?

Controlling conflict.

Stimulating conflict.

Eliminating conflict.

Resolving conflict.

If your group is experiencing a source of conflict and you wish to approach the resolution of that conflict in a confrontational manner, which conflict resolution approach would you use?

Smoothing

Compromise

Avoidance

Interpersonal problem solving

Select the answer that best completes the sentence.

The need fornegotiation   arises when two parties are involved, have different preferences, but need to reach an agreement to continue to work together.

Imagine yourself in the situation posed in the question. Then choose the best answer.

You are heading the task force from your labor union. The issue? The company doesn’t want to offer raises, but the labor union believes employees deserve them.

Unfortunately, the employees have few alternatives to their current jobs, meaning the company “holds all the cards.” Which approach to negotiation are you facing?

Game theory

Cognitive approach

Situational characteristics

Individual differences

Choose the answer that best addresses the question posed.

When people negotiate, much of the negotiation is simply beyond control. You can’t necessarily control how much power you have or the setting of the actual negotiation. To which type of negotiation approach does this relate?

Game theory approach

Anchoring

Cognitive approach

Situational characteristics

 

4. How Organizations Manage Conflict

 

© Shutterstock Images

Use your understanding of how to manage conflict to answer the following questions.

Imagine you want to use conflict in a positive way. You decide to create a sense of competition among your team members. Which of these tactics could create competition?

Acknowledge top performers in the company newsletter.

Hire an outsider to assess performance.

Throw a company party.

Require top producers to share their commissions with their teammates.

Capital One invites employees to work on special projects during hackathons. Employees can explore new technologies, rapidly push development forward, or just expand their network to include more colleagues interested in innovation. There’s always the possibility that more employees want to participate in the hackathon than there are roles available. If you were a hackathon team manager, how could you best address the conflict created by having more volunteers than open roles?

Stimulate conflict by making volunteers compete for the available roles.

Control conflict by expanding the resource base.

Eliminate conflict by avoiding the volunteers.

Eliminate conflict by assigning volunteers to another project team.

Your group mostly works well together. Sometimes there is conflict, but you address such conflicts with equal concern for all involved. Which resolution approach do you tend to use?

Compromise

Interpersonal problem solving

Smoothing

Avoidance

Select the answer that best completes the sentence.

At Tate & Associates, employees generally work a standard workweek of Monday through Friday, from 9:00 AM to 5:00 PM. Since you commute from a long distance, you recognize you could work more hours if you could work from home. You and your manager must come to an agreement that meets your needs and those of the organization. You will have to engage in the process of    .

Imagine yourself in the situation posed in the question. Then choose the best answer.

You are heading the task force from your labor union. The issue? The company doesn’t want to offer raises, but the labor union believes employees deserve them.

In preparation, you identify all possible outcomes and the probability of each outcome. Which approach to negotiation are you using?

Cognitive approach

Situational characteristics

Individual differences

Game theory

Choose the answer that best addresses the question posed.

Negotiators can succeed if they can predict when and how their adversary might deviate from a rational pattern during negotiations. Imagine you are the vendor for a major company. The company wants a discount and is threatening to go to a competing firm. You emphasize that it would be a shame, since the company already invested millions with your firm. Which cognitive bias are you using?

Anchoring

Fixed-sum outcomes

Escalation of commitment

Overreliance on readily available information