Archive for September 2017

One difference between CPM and EFE is that

One difference between CPM and EFE is that




A) CPM includes both internal and external issues.
B) the weights and total weighted scores have different meanings.
C) CPM ratings range from 1 to 10.
D) CPM is performed only for the company, whereas EFE is performed for both the company and its competitors.
E) CPM is only used in small firms.




Answer: A

What is the first step in designing an EFE Matrix?

What is the first step in designing an EFE Matrix?




A) Identifying key external factors in the industry
B) Summing the weighted score for each competitor
C) Calculating the sales of each competitor
D) Drawing the horizontal and vertical lines for the matrix
E) Determining four competitors



Answer: A

Without assumptions, planning would be

Without assumptions, planning would be


A) impossible.
B) easier.
C) difficult.
D) inexpensive.
E) intuitive.




Answer: A

What is NOT one of Michael Porter's five competitive forces?

What is NOT one of Michael Porter's five competitive forces?



A) New entrants
B) Rivalry among existing firms
C) Bargaining power of unions
D) Bargaining power of suppliers
E) Bargaining power of buyers




Answer: C

Market commonality can be defined as

Market commonality can be defined as




A) the number and significance of markets that a firm competes in with rivals.
B) the number and significance of points in common a firm has with its rivals.
C) the extent to which the type of a firm's internal resources are comparable to a rival.
D) the extent to which the amount of a firm's internal resources are comparable to a rival.
E) none of the above




Answer: A

Which statement about business intelligence is accurate?

Which statement about business intelligence is accurate?




A) Intelligence gathering is an unethical business practice.
B) Running an intelligence program requires many people.
C) Running an intelligence program requires many computers and other resources.
D) Collecting intelligence about competitors violates antitrust laws.
E) Business intelligence is not equal to espionage.




Answer: E

_______ is not a basic mission of a competitive intelligence program.

_______ is not a basic mission of a competitive intelligence program.



A) Providing a general understanding of an industry
B) Providing a general understanding of a company's competitors
C) Identifying industry executives who could be hired by the firm
D) Identifying areas in which competitors are vulnerable and assessing the impact strategic actions would have on competitors
E) Identifyin




Answer: C

A systematic and ethical process for gathering and analyzing information about the competition's activities and general trends to further a business' own goals is called

A systematic and ethical process for gathering and analyzing information about the competition's activities and general trends to further a business' own goals is called




A) unethical business practice.
B) artificial intelligence.
C) competitive intelligence.
D) industrial espionage.
E) competitive advantage.



Answer: C

Which of the following is NOT a characteristic that describes the most competitive companies in America?

Which of the following is NOT a characteristic that describes the most competitive companies in America?



A) Divestiture is essential to growth.
B) People make a difference.
C) Innovate or evaporate.
D) There is no substitute for quality and no greater threat than failing to be cost-competitive on a global basis.
E) Whether it's broke or not, fix it.




Answer: A

All of the following are political, governmental, and legal variables that can represent key opportunities or threats to organizations EXCEPT

All of the following are political, governmental, and legal variables that can represent key opportunities or threats to organizations EXCEPT



A) special tariffs
B) environmental protection laws
C) world oil, currency, and labor markets
D) legislation on equal employment
E) population changes by race, age, sex, and level of affluence





Answer: E

What happens when interest rates rise?

What happens when interest rates rise?




A) Discretionary income increases
B) The demand for discretionary goods increases
C) Discretionary income is unchanged
D) The demand for discretionary goods decreases
E) Discretionary income increases and the demand for discretionary goods decreases



Answer: D

Freund emphasizes that key external factors should be all of these EXCEPT

Freund emphasizes that key external factors should be all of these EXCEPT




A) important to achieving long-term and annual objectives
B) measurable
C) relatively few in number
D) applicable to all competing firms
E) hierarchical in the sense that some will pertain to the overall company while others will be more narrowly focused



Answer: C

To perform an external audit, a company first must

To perform an external audit, a company first must



A) get an approval from the Securities and Exchange Commission.
B) perform an internal audit.
C) gather competitive intelligence and information about external trends.
D) hire a consultant to develop a comprehensive strategic plan.
E) all of the above




Answer: C

The process of performing an external audit needs to include

The process of performing an external audit needs to include



A) only top level managers, as it is a planning function.
B) as many managers and employees as possible.
C) primarily front-line supervisors.
D) between 15 to 20 managers for it to be valid.
E) stockholders and external government agencies.




Answer: B

________ is NOT part of an external audit.

________ is NOT part of an external audit.



A) Analyzing competitors
B) Analyzing financial ratios
C) Analyzing available technologies
D) Studying the political environment
E) Analyzing social, cultural, demographic and natural environment forces




Answer: B

Effective and carefully planned mission statements

Effective and carefully planned mission statements




A) require major changes every few months.
B) require major changes every few quarters.
C) require major revision every few years.
D) become ineffective in the first year.
E) stand the test of time.




Answer: E

Which question(s) are answered in an effective mission statement?

Which question(s) are answered in an effective mission statement?



A) Is the firm committed to growth and financial soundness?
B) Are employees a valuable asset of the firm?
C) Geographically, where does the firm compete?
D) Who are the firm's customers?
E) All of the above




Answer: E

Effective mission statements can vary in

Effective mission statements can vary in



A) length.
B) content.
C) format.
D) specificity.
E) all of the above




Answer: E

Which of the following illustrates the self-concept component of a mission statement?

Which of the following illustrates the self-concept component of a mission statement?




A) To earn our customer's loyalty, we listen to them, anticipate their needs, and act to create value in their eyes.
B) We are committed to leapfrogging ongoing competition within 1,000 days by unleashing the constructive and creative abilities and energies of each of our employees.
C) Our emphasis is on North American markets, although global opportunities will be explored.
D) To compensate its employees with remuneration and fringe benefits competitive with other employment opportunities in its geographical area and commensurate with their contributions toward efficient corporate operations.
E) In this respect, the company will conduct its operations prudently and will provide the profits and growth which will assure our ultimate success.




Answer: B

The following excerpt from a mission statement illustrates which of the nine essential components of a mission statement?

The following excerpt from a mission statement illustrates which of the nine essential components of a mission statement?

"We believe our first responsibility is to the doctors, nurses, patients, mothers, and all others who use our products and services."



A) Markets
B) Customers
C) Concern for Employees
D) Concern for Public Image
E) Technology


Answer: B

An effective mission statement should do all of the following EXCEPT

An effective mission statement should do all of the following EXCEPT




A) include monetary amounts, numbers, percentages and ratios
B) be inspiring
C) reveal that the firm is environmentally responsible
D) identify the utility of a firm's products
E) be reconciliatory




Answer: A

What question is asked in conjunction with the philosophy component of a mission statement?

What question is asked in conjunction with the philosophy component of a mission statement?




A) What are the firm's major products or services?
B) Is the firm committed to growth and financial soundness?
C) What are the basic beliefs, values, aspirations, and ethical priorities of the firm?
D) Is the firm responsive to social, community, and environmental concerns?
E) Are employees a valuable asset of the firm?




Answer: C

All of the following utility statements are relevant in developing a mission statement EXCEPT

All of the following utility statements are relevant in developing a mission statement EXCEPT




A) Do not offer me shoes. Offer me comfort for my feet and the pleasure of walking.
B) Do not offer me furniture. Offer me comfort and the quietness of a cozy place.
C) Do not offer me ideas, emotions, ambience, feelings, and benefits. Offer me things.
D) Do not offer me books. Offer me hours of pleasure and the benefit of knowledge.
E) Do not offer me clothes. Offer me attractive looks.



Answer: C

Which of these examples of a mission statement's focus area does NOT identify the utility of the firm's products to its customers?

Which of these examples of a mission statement's focus area does NOT identify the utility of the firm's products to its customers?




A) AT&T focuses on communication rather than telephones.
B) ExxonMobil focuses on oil and gas rather than energy.
C) Union Pacific focuses on transportation rather than railroads.
D) Universal Studios focuses on entertainment rather than movies.
E) Starbucks focuses on the café experience rather than coffee.


Answer: B

An effective mission statement does all of the following EXCEPT

An effective mission statement does all of the following EXCEPT




A) it reflects judgments about future growth directions that are based upon forward-looking external and internal analyses
B) it provides useful criteria for selecting among alternative strategies
C) it provides a basis for generating and screening strategic options
D) it is static in orientation
E) it should be enduring




Answer: D

According to McGinnis, a mission statement should be all of the following EXCEPT

According to McGinnis, a mission statement should be all of the following EXCEPT




A) it should be specific enough to control creative growth
B) it should be stated in clear terms
C) it should distinguish an organization from all others
D) it should define what an organization is
E) it should serve as a framework for evaluating both current and prospective activities




Answer: A

In developing a mission statement, arousing emotion

In developing a mission statement, arousing emotion




A) is not a benefit.
B) is futile.
C) is important.
D) should be avoided if possible.
E) is counterproductive.



Answer: C

The general public is especially interested in ________, whereas stockholders are more interested in ________.

The general public is especially interested in ________, whereas stockholders are more interested in ________.




A) environmental concerns; social responsibility
B) social responsibility; the treatment of employees
C) the treatment of employees; environmental concerns
D) profitability; social responsibility
E) social responsibility; profitability





Answer: E

An overly general mission statement that ________ could be dysfunctional.

An overly general mission statement that ________ could be dysfunctional.



A) does not exclude any strategy alternatives
B) encourages management creativity
C) excludes all diversification
D) endorses the consideration of feasible potential strategies
E) allows for the generation and consideration of a range of alternative objectives




Answer: A

The potential for creative growth in an organization can be limited by

The potential for creative growth in an organization can be limited by




A) an overemphasis on stakeholders.
B) not enough emphasis on stakeholders.
C) a mission statement that is too general.
D) a mission statement that is too specific.
E) a mission statement that is too dynamic.




Answer: D

A good mission statement has

A good mission statement has




A) an employee orientation.
B) a customer orientation.
C) a shareholder orientation.
D) an environmental orientation.
E) a profit orientation.




Answer: B

All stakeholders

All stakeholders




A) have claims and concerns about an organization, but these claims and concerns vary.
B) have the same claims and concerns about an organization.
C) have ownership rights in an organization.
D) have the same voting rights in an organization.
E) have environmental concerns as their top priority.



Answer: A

What is the best time to develop a mission statement?

What is the best time to develop a mission statement?



A) Before a business is opened
B) When the firm is successful
C) When the firm is in financial trouble
D) When the firm is in legal trouble
E) When the firm encounters competition





Answer: B

King and Cleland recommend that organizations carefully develop a written mission statement for all of the following reasons EXCEPT

King and Cleland recommend that organizations carefully develop a written mission statement for all of the following reasons EXCEPT




A) to provide a basis for allocating organizational resources
B) to establish a general tone or organizational climate
C) to ensure unanimity of purpose within the organization
D) to ensure a command-and-control structure
E) to facilitate the translation of objectives into a work structure involving the assignment of tasks to responsible elements within the organization




Answer: D

A study by Rarick and Vitton found that firms with a formalized mission statement have ________ the average return on shareholders' equity than those firms without a formalized mission statement.

A study by Rarick and Vitton found that firms with a formalized mission statement have ________ the average return on shareholders' equity than those firms without a formalized mission statement.




A) one-quarter
B) half
C) twice
D) three times
E) five times




Answer: C

After a draft mission statement has been developed, it is important to

After a draft mission statement has been developed, it is important to




A) ask managers to read several articles about mission statements as background information.
B) vote on the mission statement.
C) ask managers to prepare a mission statement for the organization.
D) ask managers to seek support for the mission statement from their subordinates.
E) request modifications, additions, and deletions to the mission statement.



Answer: E

The process of developing a vision and mission statement often includes which of these as the first activity?

The process of developing a vision and mission statement often includes which of these as the first activity?




A) Requesting that managers modify the current document
B) Asking managers to read selected articles about mission statements
C) Asking managers to prepare a mission statement for the organization
D) Having a brainstorming session on whether the organization should have a mission statement
E) Merging several mission statements into one document


Answer: B

The vision statement answers which question?

The vision statement answers which question?




A) What is our business?
B) How can we improve ourselves?
C) What do we want to become?
D) Who are our stakeholders?
E) How can we increase profitability?


Answer: C

The mission statement answers which question?

The mission statement answers which question?



A) What is our business?
B) How can we improve ourselves?
C) What do we want to become?
D) Who are our stakeholders?
E) How can we increase profitability?



Answer: A

The strategic-management process represents a(n) ________, ________, and ________ approach for determining an enterprise's future direction.

The strategic-management process represents a(n) ________, ________, and ________ approach for determining an enterprise's future direction.



A) logical; systematic; subjective
B) intuitive; disorganized; subjective
C) logical; systematic; objective
D) intuitive; disorganized; objective
E) inconsistent; systematic; subjective





Answer: C

Business or military success is

Business or military success is




A) generally the happy result of accidental strategies.
B) undermined by the element of surprise.
C) the product of both attention to changing external and internal conditions and the insightful adaptations to those conditions.
D) unrelated to external conditions.
E) none of the above.




Answer: C

Which of the following statements is false?

Which of the following statements is false?




A) No organization can pursue all the strategies that potentially could benefit the firm.
B) Most organizations today recognize that strategic-management concepts and techniques can enhance the effectiveness of decisions.
C) A key role of strategists is to facilitate continuous organizational learning and change.
D) Effective strategic planning should accept the assumptions underlying the current corporate strategy.
E) Even the most technically perfect strategic plan will serve little purpose if it is not implemented.




Answer: D

Which of the following is NOT a pitfall an organization should avoid in strategic planning?

Which of the following is NOT a pitfall an organization should avoid in strategic planning?



A) Failing to communicate the plan to employees
B) Involving all managers rather than delegating planning to a "planner"
C) Top managers not actively supporting the strategic planning process
D) Doing strategic planning only to satisfy accreditation or regulatory requirements
E) Failing to create a collaborative climate supportive of change




Answer: B

According to Greenley, strategic management offers all of these benefits EXCEPT

According to Greenley, strategic management offers all of these benefits EXCEPT



A) it provides an objective view of management problems.
B) it creates a framework for internal communication among personnel.
C) it encourages a favorable attitude toward change.
D) it maximizes the effects of adverse conditions and changes.
E) it gives a degree of discipline and formality to the management of a business.





Answer: D

How do line managers become "owners" of the strategy?

How do line managers become "owners" of the strategy?



A) By attending top manager meetings
B) By executing plans formulated by other people
C) By involvement in the strategic-management process
D) By becoming a shareholder of the firm
E) By buying off top managers





Answer: C

What are guides to decision making?

What are guides to decision making?



A) Laws
B) Rules
C) Policies
D) Objectives
E) Goals



Answer: C

The first step in strategic planning is generally

The first step in strategic planning is generally



A) developing a vision statement.
B) establishing goals and objectives.
C) making a profit.
D) developing a mission statement.
E) determining opportunities and threats.





Answer: A

There is a dramatic shift in mass retailing to

There is a dramatic shift in mass retailing to




A) "trading up" and taking customers from more exclusive stores.
B) selling only the most expensive merchandise.
C) opening dramatically larger supercenters.
D) operating stores with less square footage.
E) cutting back on their online presence.




Answer: D

The fact that Apple has no manufacturing facilities of its own

The fact that Apple has no manufacturing facilities of its own



A) has caused it to build up massive debt on its balance sheet.
B) has enabled it to remain financially lean with virtually no long-term debt.
C) has been problematic for Apple in terms of debt.
D) illustrates that having more fixed assets than rival firms can provide major competitive advantages in a global recession.
E) means that it is in the same position as Sony.




Answer: B

Which statement best describes intuition?

Which statement best describes intuition?




A) It represents the marginal factor in decision-making.
B) It represents a minor factor in decision-making integrated with analysis.
C) It should be coupled with analysis in decision-making.
D) It is better than analysis in decision-making.
E) It is management by ignorance.




Answer: C

Strategy evaluation is necessary because

Strategy evaluation is necessary because




A) internal and external factors are constantly changing.
B) the SEC requires strategy evaluation.
C) success today is a guarantee of success tomorrow.
D) the IRS requires strategy evaluation.
E) firms have limited resources.




Answer: A

______ is NOT a strategy-implementation activity.

______ is NOT a strategy-implementation activity.




A) Taking corrective actions
B) Establishing annual objectives
C) Devising policies
D) Allocating resources
E) Motivating employees





Answer: A

_____ is used to refer to strategic formulation, implementation and evaluation, with ________ referring only to strategic formulation.

_____ is used to refer to strategic formulation, implementation and evaluation, with ________ referring only to strategic formulation.



A) Strategic planning; strategic management
B) Strategic planning; strategic processing
C) Strategic management; strategic planning
D) Strategic management; strategic processing
E) Strategic implementation; strategic focus




Answer: C

The goal of strategic management is to

The goal of strategic management is to




A) achieve competitive advantage.
B) maintain competitive advantage.
C) achieve and maintain competitive advantage.
D) eliminate competitive advantage.
E) eliminate and abolish competitive advantage.





Answer: B

The conclusions of a report:

The conclusions of a report:



Answer: should analyze information logically and show how the data answer questions.

Unsolicited proposals should:

Unsolicited proposals should:



Answer: convince the reader that a problem exists.

The actual proposal section of an informal proposal must:

The actual proposal section of an informal proposal must:



Answer: disclose enough of your plan to secure the contract without giving away so much information that your services aren't needed.

You will be presenting information about a major change in benefits to your staff, and you expect them to be hostile to the changes in the package. What is the best advice for delivering your presentation?

You will be presenting information about a major change in benefits to your staff, and you expect them to be hostile to the changes in the package. What is the best advice for delivering your presentation?



Answer: Avoid using anecdotes and humor in your presentation.

Reading an oral presentation:.

Reading an oral presentation:.



Answer: causes the audience to lose confidence in the speaker's expertise.

Which of the following is an analytical report?

Which of the following is an analytical report? 




a. a report containing a synopsis of the events at a three day long conference
b. a report containing a recommendation to select a product based on assessments of many products
c. a report containing a summary of a presentation
d. a report containing descriptions of several different technology solutions that were presented at a conference



Answer: B

Your audience's reaction to the bad news you must deliver

Your audience's reaction to the bad news you must deliver




a. will always be the same — angry and disappointed — so no additional analysis on this subject is necessary
b. will vary so much from case to case that it is not worth the effort to try to determine it
c. should be anticipated by thinking about the situation from their perspective



Answer: C

Which of the following statements would be best to include in a letter turning down someone who applied for a job?

Which of the following statements would be best to include in a letter turning down someone who applied for a job? 





a. We are sorry to inform you that your credentials were not as impressive as those of the other candidates who applied for the position.
b. After much consideration, we have offered the position to another candidate
c. We think that you are talented, but feel the position would best be filled by a younger, more vibrant candidate.


Answer: B

One of the four goals of delivering bad news is to

One of the four goals of delivering bad news is to


a. state the news clearly, yet sensitively
b. protect the audience's self-esteem by only hinting at the news
c. offend your audience if necessary to get the message across




Answer: A

You need to email a co-worker to ask for her assistance on a project. In the context of this message, which of the following constitutes a refutation you could include in your request, in anticipation of a possible objection?

You need to email a co-worker to ask for her assistance on a project. In the context of this message, which of the following constitutes a refutation you could include in your request, in anticipation of a possible objection?



a. I really need your help right now, as my department is short-staffed.
b. I won't be able to complete my project if you don't help me.
c. While this may sound time-consuming, I will only need one hour of your time.



Answer: C

You want to postpone a meeting to a week later than arranged, and plan to send an email to notify participants about this change. In the context of this message, which of the following best articulates a benefit for the audience?

You want to postpone a meeting to a week later than arranged, and plan to send an email to notify participants about this change. In the context of this message, which of the following best articulates a benefit for the audience? 



a. I would really appreciate it if we could meet next week instead.
b. If we can meet next week, the data you are interested in will be ready and we can discuss that as well.
c. The meeting with you isn't very time-sensitive, so I'm sure you won't mind postponing it since it would really help me out.



Answer: B

In the analyzing phase of creating the above message, you think about the purpose, desired outcome, and business result of your message. Which of the following best articulates the purpose of your message?

In the analyzing phase of creating the above message, you think about the purpose, desired outcome, and business result of your message. Which of the following best articulates the purpose of your message? 



a. to tell your boss how much your friend likes having a flex-time schedule
b. to suggest the possibility of implementing a flex-time schedule in your office
c. to describe to your boss how your life would change with a flex-time schedule



Answer: B

You have lunch with a friend and she tells you that her office recently implemented flex-time hours. It has been a positive change at your friend's workplace, and you think that it would be great to have flex-timing at your office too. You decide to approach your boss about this possibility. Which of the following would be best to include in an email to your boss suggesting the idea?

You have lunch with a friend and she tells you that her office recently implemented flex-time hours. It has been a positive change at your friend's workplace, and you think that it would be great to have flex-timing at your office too. You decide to approach your boss about this possibility. Which of the following would be best to include in an email to your boss suggesting the idea? 




a. In other offices, the flex-time schedule has increased productivity and decreased turnover.
b. I think a flex-time schedule would be good for me.
c. Flex-time would give me more free time.



Answer: A

Which of the following benefits would be best to emphasize when you find out that just yesterday the principal decision-maker in your audience sent out a memo urging cost-cutting measures?

Which of the following benefits would be best to emphasize when you find out that just yesterday the principal decision-maker in your audience sent out a memo urging cost-cutting measures?



Answer: Implementing this program will eradicate the financial losses currently incurred due to duplicated effort of employees

Kyle is preparing a presentation about why the company should switch to a new operating system. He organizes his content by listing the seven reasons for the switch, in order of least importance to greatest importance. Kyle ________.

Kyle is preparing a presentation about why the company should switch to a new operating system. He organizes his content by listing the seven reasons for the switch, in order of least importance to greatest importance. Kyle ________.



Answer: is including more categories than is recommended for this organizational pattern

Jasper will be presenting for a large audience in a large room. encourage his audience to look and listen carefully, and also wants an electronic record of the material. Which of the following mediums would be appropriate for Jasper's presentation?

Jasper will be presenting for a large audience in a large room. encourage his audience to look and listen carefully, and also wants an electronic record of the material. Which of the following mediums would be appropriate for Jasper's presentation?



Answer: Slides

Julie has been asked to keep the minutes at the next weekly meeting. She hasn't done this before and isn't sure what to include. Which of the following should Julie include?

Julie has been asked to keep the minutes at the next weekly meeting. She hasn't done this before and isn't sure what to include. Which of the following should Julie include?




A) what the team decided to do
B) a copy of presentations and handouts
C) a description of everything that was said
D) pictures of the meeting
E) seating allotments




Answer: A

Which of the following statements is true about leadership?

Which of the following statements is true about leadership?





A) The leader of a team must never be changed.
B) It is crucial for a team to have one single leader.
C) The person with the most creative ideas on the team must be its leader.
D) Leadership can rotate during different phases of a project.
E) A good leader always encourages groupthink


Answer: D

According to the model first proposed by Tuckman, which of the following occurs during the storming stage of team development?

According to the model first proposed by Tuckman, which of the following occurs during the storming stage of team development?



A) Team members discuss and resolve problems.
B) Team members work collaboratively.
C) Team members achieve a high level of productivity.
D) Team members experience conflict and tension.
E) Team members decide to create standards about communication and accountability.




Answer: D

You are assembling a team for a new project and need to select four more members. You have it narrowed down to five candidates, and write down each of their names and the reason you want to include them on your team. Which of the following members is the LEAST compelling choice for your team?

You are assembling a team for a new project and need to select four more members. You have it narrowed down to five candidates, and write down each of their names and the reason you want to include them on your team. Which of the following members is the LEAST compelling choice for your team?





A) Marjorie: She is very interested and motivated to work on this project.
B) Alberto: He has the technical expertise I lack.
C) Coleman: He has experience on this kind of project.
D) Gavin: He and I have worked together effectively in the past.
E) Rita: She's my friend and I'd like to spend more time with her.



Answer: E

Teams ________.

Teams ________.




A) are rarely effective in accomplishing a goal
B) must involve at least 3 people
C) benefit the group as a whole but not the individual members
D) are not as important today as they were 20 years ago
E) collaborate in their efforts to achieve a specific common goal




Answer: E

Michelle is being transferred from the United States to one of her company's overseas offices, in a country that is considered polychronic. Which of the following is a difference to which Michelle will need to adapt?

Michelle is being transferred from the United States to one of her company's overseas offices, in a country that is considered polychronic. Which of the following is a difference to which Michelle will need to adapt?



A) Meetings will begin on time.
B) Efficiency will be valued highly.
C) People will be expected to adhere closely to schedules.
D) The order of items on a meeting agenda may get changed easily.
E) The importance of schedule will be put before people and relationships.




Answer: D

A company sends one of its junior executives to meet with the CEO of another company. The CEO is insulted that someone of equal rank was not sent. Which of the following is most likely true?

A company sends one of its junior executives to meet with the CEO of another company. The CEO is insulted that someone of equal rank was not sent. Which of the following is most likely true?




A) At the junior executive's company, people are granted respect based on their position alone.
B) The junior executive's company is very formal and hierarchical.
C) The CEO's company believes in social equality.
D) The CEO's company has a relaxed attitude about title and status.
E) The CEO's company has a clear separation between superiors and subordinates.



Answer: E

In a high-context culture ________.

In a high-context culture ________.




A) direct conversation is the norm
B) people tend to get right to the point
C) people use unambiguous language to communicate
D) people rely on subtle cues
E) people use explicit language to communicate a message



Answer: D

Collaboration ________.

Collaboration ________.




A) usually leads to relational conflicts
B) ensures buy-in from all parties
C) is a good way to achieve workable solutions under time pressure
D) results in an "I win, you lose" outcome
E) usually results in a lose-lose situation



Answer: B

Emma and Jessica work together and both want to increase sales at their company. Emma argues this is best achieved by investing in research and development so they can create the best possible products. Jessica believes that increasing their sales force is the way to go.

Emma and Jessica work together and both want to increase sales at their company. Emma argues this is best achieved by investing in research and development so they can create the best possible products. Jessica believes that increasing their sales force is the way to go.

Assume that Emma and Jessica decide to allocate part of the budget for R&D and part of it for hiring additional salespeople. In this case, which of the following conflict management techniques is being used by Emma and Jessica ?

A) avoid confrontation
B) accommodate or give in
C) compete to win
D) compromise
E) collaborate to find the best solution


Answer: D


Assume that Emma and Jessica decide to go to their supervisor, each making a case for why her idea is preferable and leaving it to the supervisor to determine which is best. In this case which of the following conflict management techniques is being used by Emma and Jessica ?

A) avoid confrontation
B) accommodate or give in
C) compete to win
D) compromise
E) collaborate to find the best solution


Answer: C

What potential danger is involved in Emma and Jessica using a compete to win technique to resolve their conflict?

A) While this may result in a quick solution, it might lead to a relational conflict.
B) It will result in a situation where everyone loses.
C) Both of them will experience a loss of self-esteem.
D) This technique usually leads to groupthink and ineffective solutions.
E) It will result in both Emma and Jessica getting what they want.


Answer: A

As a conflict management technique, accommodating ________.

As a conflict management technique, accommodating ________.




A) is a poor choice if you decide that your position was wrong
B) is usually the best choice when you care deeply about the result
C) should never be used as a conflict management strategy
D) makes sense when the relationship is more important than the outcome of the issue
E) involves denying that the problem exists, screening phone calls, or even avoiding the person completely





Answer: D

Avoiding a conflict instead of addressing it ________.

Avoiding a conflict instead of addressing it ________.



A) is never a good choice
B) is a poor choice if you think you have no chance of resolving the conflict to your satisfaction
C) should not be done if it interferes with productivity
D) usually results in a win-win situation
E) tends to lead to the conflict improving on its own




Answer: C

If you are involved in an affective conflict, you should ________.

If you are involved in an affective conflict, you should ________.




A) choose to avoid a confrontation and deny that the problem exists
B) address the emotional issues before productively discussing the content of your work
C) use accusatory rather than neutral language to resolve the conflict
D) compete to win as a means of managing the conflict
E) frame your comments negatively while expressing your point of view




Answer: B

Relational conflicts ________.

Relational conflicts ________.




A) will simply go away if you ignore them
B) may be a nuisance but have no real business costs
C) have caused employees to reduce their commitment to the job
D) can only be solved by using accusatory rather than neutral language
E) cannot be helped by mediation or intervention from supervisors



Answer: C

In the workplace context, the adage, "We like those most who are most like us," means that most of us prefer to ________.

In the workplace context, the adage, "We like those most who are most like us," means that most of us prefer to ________.



A) work with people whose styles resemble our own
B) work with people whose approaches contrast with our own
C) avoid working with people who are similar to us
D) avoid working with people whose styles are within our comfort zones
E) work with people whose strengths differ from but balance with our own




Answer: A

This conflict arises from ________.

Ethan's supervisor reminds him that the monthly staff meeting would be held in a few days, and asks him to arrange for the usual beverages and refreshments. Ethan decides to do something different for a change and orders from a new caterer. Just before the meeting begins Ethan's supervisor notices this, and angrily yells at Ethan in front of everyone. Their usual supplier guarantees that the food items are created in a nut-free environment, a big concern for the company as one of the employees is severely allergic to peanuts. Ethan is embarrassed and frustrated because no one ever told him about this issue.


This conflict arises from ________.



A) competing goals
B) lack of information
C) differences of opinion
D) ego issues
E) relational differences



Answer: B

Emma and Jessica work together and both want to increase sales at their company. Emma argues this is best achieved by investing in research and development so they can create the best possible products. Jessica believes that increasing their sales force is the way to go.

Emma and Jessica work together and both want to increase sales at their company. Emma argues this is best achieved by investing in research and development so they can create the best possible products. Jessica believes that increasing their sales force is the way to go.


Which of the following most accurately describes this situation?



A) Emma and Jessica are motivated by the same goal but have a difference of opinion about how to achieve it.
B) Emma and Jessica are motivated by the same goal and have the same opinion about how to achieve it.
C) Emma and Jessica are motivated by different goals and have a difference of opinion about how to achieve them.
D) Emma and Jessica are motivated by different goals but have the same opinion about how to achieve them.
E) Emma and Jessica are involved in an affective conflict.





Answer: A

People who collaborate ________.

People who collaborate ________.



A) need to recognize that they may be motivated by different goals
B) cannot function unless they have different goals
C) rarely have conflicts arise due to working with different goals in mind
D) need to find solutions that address only one goal
E) are always motivated by the same goals




Answer: A

Which of the following is an example of an affective conflict?

Which of the following is an example of an affective conflict?




A) two employees having different ideas about how to reach a sales goal
B) two coworkers disagreeing about the best way to market a new product
C) two colleagues becoming personally annoyed at each other after a contentious meeting
D) two managers with conflicting opinions on how best to trim the company's budget
E) two interns with differing ideas on how to complete a task




Answer: C

Which of the following statements is most likely to be true regarding accusatory language?

Which of the following statements is most likely to be true regarding accusatory language?




A) It focuses on your perception rather than assigning blame.
B) It encourages dialogue with the other person.
C) It helps you paraphrase your understanding.
D) It focuses negative attention on the person rather than on the issue.
E) It is least likely to trigger emotional response.




Answer: D

Which of the following statements includes a hedge?

Which of the following statements includes a hedge?




A) Um, well, we could, ah, merge the departments.
B) I may be wrong, but I think that merging the departments might be a good idea.
C) Merging the departments is definitely the way to go.
D) Pardon me for interrupting, but we should merge the departments.
E) We can merge the departments, can't we?



Answer: B

Which of the following statements is most likely to be true regarding the communication styles of women?

Which of the following statements is most likely to be true regarding the communication styles of women?




A) Compared to men, women are more likely to communicate in ways that assert independence.
B) Compared to women, men are more likely to feel silenced.
C) Compared to women, men are more likely to communicate in ways that preserve equity and relationships.
D) Men tend to interrupt more than women do.
E) Compared to men, women are more likely to communicate in ways that assert power.




Answer: D

Which of the following statements best phrases a negative comment positively?

Which of the following statements best phrases a negative comment positively?





A) You don't have an eye for detail, but you really do have a great sense of the big picture.
B) You do a good job at visualizing the big picture, and you'd be even more effective if you improved your attention to detail.
C) I don't know anyone better than you at seeing the big picture, but you could really stand to improve your attention to detail.
D) You need to improve your attention to detail, but you're already wonderful at seeing the big picture.
E) Please don't take this the wrong way, but you'd be more effective if you pay more attention to detail.



Answer: B

Which of the following is LEAST likely to trigger an emotional response?

Which of the following is LEAST likely to trigger an emotional response?



A) No one around here ever listens to me.
B) I never feel that you hear what I am saying.
C) You always have to get the last word in.
D) I don't feel as though my concerns are being heard.
E) Why don't you ever let me speak?





Answer: D

Which of the following statements regarding "I" language is true?

Which of the following statements regarding "I" language is true?




A) "I" language focuses on how you respond to or feel about the other person's behavior.
B) "I" language is accusatory and assigns blame.
C) "I" language is egotistical, and discourages dialogue with the other person.
D) You shouldn't start a sentence with "I," as this will make your audience think that you are egotistical.
E) "I" language always discourages the audience




Answer: A

"Your assessment of this data is just plain wrong."

"Your assessment of this data is just plain wrong."

Which of the following best rephrases the statement above, avoiding language that will trigger a negative response?




A) "You didn't do such a good job analyzing this data."
B) "I interpreted this data differently."
C) "I think you are way off base here."
D) "I'm afraid that your assessment of this data leaves much to be desired."
E) "I respectfully state that you missed the point."



Answer: B

"Miranda, you spend so much time cleaning up the mess your department makes that maybe you can help us figure out how to fix our problem."

"Miranda, you spend so much time cleaning up the mess your department makes that maybe you can help us figure out how to fix our problem."


Which of the following best revises the statement above in unbiased language?



A) "Miranda, please tell us what you'd do if your department was responsible for this mess."
B) "Miranda you have the most experience with these issues since your department makes most of the mistakes. So how would you handle this issue?"
C) "Miranda, you're an old hand at cleaning up other people's mess, so maybe you will share the wisdom of your experience with us."
D) "Miranda, you have a lot of experience with damage control, so maybe you can tell us how you'd handle our situation."
E) "Miranda, can you give us a crash course in how to fix this disaster?"





Answer: D

At a job interview, Dara speaks confidently and enthusiastically about her prior experience. With a smile on her face, she leans forward in her chair while speaking, as does her interviewer. Dara's nonverbal communication ________.

At a job interview, Dara speaks confidently and enthusiastically about her prior experience. With a smile on her face, she leans forward in her chair while speaking, as does her interviewer. Dara's nonverbal communication ________.



A) conflicts with her message
B) will make her audience perceive her as arrogant and aggressive
C) increases her chances of getting a positive response
D) undermines her persuasiveness
E) will make it more likely that her audience will forget what she said





Answer: C

Your audience will be more likely to remember what you say in which of the following situations?

Your audience will be more likely to remember what you say in which of the following situations?






A) smiling as you reveal the declining sales figures
B) frowning while you explain a serious matter
C) pacing as you ensure your audience that there is no cause for alarm
D) sounding hesitant as you describe the reorganization plan
E) continuing to stare at your computer while you agree to help a coworker



Answer: B

When nonverbal signals reinforce your words, ________.

When nonverbal signals reinforce your words, ________.




A) listeners remember what you say better
B) your audience will not have confidence in your words
C) your nonverbal communication carries less weight than your words
D) you undermine your persuasiveness
E) your cues conflict with your message




Answer: A
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