Exam 6: Communication, Coaching, and Conflict Skills

Situational Communication. Your coworker,Chris,usually does an excellent job.However,the work Chris is doing has slipped lately.You are concerned because it is affecting your work as well.You think Chris has a family problem,and you know Chris does not like to be told what to do.As a situational communicator,you should do what? You need to determine the following:             Variables:             Communication Style:             Behavior:             Action Taken: For the Variables line,write the numbers 1 to 4.To the right of the four numbers, write the four variables.To the left of the four numbers, write the answers to each variable from the Situational Communication Model that represents the style to use based on the variable. Fill in the Communication Style,Behavior,and Action Taken lines with the appropriate answers.

Is 360-degree multirater feedback really better than a boss-based assessment? As a manager,would you elect to use 360?

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.

All of the following is true about collaborating conflict style EXCEPT:

Which of the following is NOT one of the coaching guidelines?

The BCF model describes a conflict in terms of beliefs,consequences,and feelings.

The conflict style most difficult to implement successfully and most likely to be underutilized when appropriate is the accommodating conflict style.

Situational Communication. You have just walked into the back of the room,where your employees are working in the front.There is a lot of smoke,which they do not realize,in the back of the room.Your employees are very highly capable and like to participate in decision making.As a situational communicator,you should do what? You need to determine the following:    Variables:   Communication Style:    Behavior:   Action Taken: For the Variables line,write the numbers 1 to 4.To the right of the four numbers, write the four variables.To the left of the four numbers, write the answers to each variable from the Situational Communication Model that represents the style to use based on the variable. Fill in the Communication Style,Behavior,and Action Taken lines with the appropriate answers.

Coaching. Your employee,Chris,is a clearical worker.Chris uses files,as do the other then employees in the departmnet.The employees all know that they are supposed to return the files when they are finished so that others can find them when they need them.Employees should only have one file out at a time.You noticed that Chris has five files on the desk,and another employee is looking for one of them. Write the fist step in the coaching model,followed by what you would say to Chris.Write steps 2 to 4,followed by whay you would say for each step.

The advantage of the collaborating conflict style is that it tends to lead to the best solution to the conflict,using assertive behavior.

The purpose of 360-degree feedback is to:

An employee has mismanaged a client relationship and lost the client.As the manager,you want to use a self-evaluation type of coaching feedback.Which of the following might apply?

You want one of your employees to stop being disruptive during meetings. For this communication situation,which is the appropriate channel for transmitting the message? 

Having employees assess their own performance is a part of ____.

All of the following are components of listening EXCEPT:

Once you tell people they are wrong or made a mistake,they may begin to dislike the task or job.

List and explain the three parts of the message-receiving process.

Initiating Conflict Resolution.Your roommate,Chris,is home earlier than you are so you eat your own food at different times.Every night for the past week,Chris has not cleaned up.Dirty dishes are left in the sink and pots are left on the stove.You have to clean the pots before you can cook.You don't think it's fair to have to clean up before you can cook. Write the first step in the initiating conflict resolution model,followed by what you plan to say to Chris as your BCF statement.Be sure to label the B,C,and F parts of the statement.Then,list steps 2 to 4 without any statement following the steps.

Recall a person who is or was a mentor to you.Briefly describe the relationship and type of advice you got from your mentor.

Paraphrasing is the process of having the receiver restate the message in his or her own words.