Exam 6: Coaching, Communication, and Conflict Skills

In oral face-to-face communication, when giving instructions, the sender should not ask for the receiver's commitment to the action, but allow the receiver 24 hours to consider it.

Paraphrasing is the process of verifying messages and determining if objectives are being met.

Use the BCF model to describe a conflict you face or have faced on the job.

The oral message-sending process includes all of the following steps EXCEPT:

Are all managers mentors?

The richest channel of communication is

What are the four guidelines to getting feedback on messages?

Mentoring is more involved and personal than coaching.

A manager just gave a new task to an employee. The employee does not want to do the task and says, "I'm not doing that." The manager says, "If you don't do it, I will take discipline action against you." The manager is using which conflict management style?

The leader says, "How many times do I have to tell you to put it over here, not over there?" Which type of statement is this?

The three factors that make up the performance formula are:

The collaborating conflict style is appropriate when you are dealing with an important issue that requires an optimal solution, and compromise would result in suboptimizing.

Communication is the process of conveying information and meaning.

The five steps in the oral message-sending process are (1) develop rapport; (2) state your communication objective; (3) transmit your message; (4) check the receiver's understanding; and (5) get a commitment and follow up.

To indicate to your manager that you understand his or her message, ask broad, general questions.

All of the following are components of listening EXCEPT:

In oral face-to-face communication, before sending a message, you should answer the question, "why can't this person understand?"

Why doesn't criticism work?

In written communication, one important tip is write in the passive voice such "it is recommended" instead of "I recommend".

Instructions for the following question(s) Start by stating which drawing (1 or 2) you are giving instructions for and the three object shapes. List the first step in the message-sending process, followed by what you would say to the employee for this step. List step 2 of the process, followed by what you would say. List step 3 of the process, but only give instructions for object 1. List steps 4 and 5, followed by what you would say for each step. Drawings See pages 117 and 118 in the Instructor's Manual for full-page drawings, which you need to have copied and to bring to class. -Giving Instructions. For this question, use the drawing you gave instructions for during the in-class Skill-Development Exercise 1.