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Homework answers / question archive / Miami Dade College, Miami - MNA 2120 Chapter 6 1)The controls the conversation using advising responses

Miami Dade College, Miami - MNA 2120 Chapter 6 1)The controls the conversation using advising responses

Management

Miami Dade College, Miami - MNA 2120

Chapter 6

1)The controls the conversation using advising responses.

    1. sympathetic parent
    2. critical parent
    3. natural child
    4. adult

 

  1. The            uses probing responses that show curiosity, fun, fantasy, or impulsiveness.
    1. sympathetic parent
    2. critical parent
    3. natural child
    4. adapted child

 

  1. The            responds with confrontational advising responses that express rebelliousness.
    1. sympathetic parent
    2. critical parent
    3. natural child
    4. adapted child

 

  1. The            uses reassuring responses that are protecting, permitting, and consoling.
    1. sympathetic parent
    2. critical parent
    3. natural child
    4. adapted child

 

  1. In a(n)            transaction, the sender of a message gets the intended response from the receiver.
    1. crossed
    2. ulterior
    3. complementary
    4. concealed

 

  1. In a(n)            transaction, the person appears to be in one ego state, but his or her behavior comes from a different ego state.
    1. crossed
    2. ulterior
    3. complementary
    4. concealed

 

  1. In a(n)            transaction, the sender does not get the expected response.
    1. crossed
    2. ulterior
    3. complementary
    4. concealed

 

 

 

  1. "Please review these figures by Monday and give me a report." "I'll have it ready first thing in the morning." Which of the following transactions is this an example of?
    1. Crossed
    2. Complementary
    3. Responsive
    4. Ulterior

 

  1. "I need you to make a presentation to a potential client today." "Why do I have to do it? Can't you get someone else to do it?" Which of the following transactions is this an example of?
    1. Crossed
    2. Complementary
    3. Responsive
    4. Ulterior

 

  1. "Can you help me arrange tomorrow's schedule?" "Sure. I don't mind" (thinking—I'll arrange it to my convenience). Which of the following transactions is this an example of?
    1. Crossed
    2. Complementary
    3. Responsive
    4. Ulterior

 

  1. "I missed out on some figures and now I have to redo the entire report." "It happens to all of us at some point." Which of the following transactions is this an example of?
    1. Crossed
    2. Interior
    3. Complementary
    4. Ulterior

 

12.A manager assigns merit raises to employees based on performance. An employee comes to the manager to complain about not getting a higher merit raise. Which of the following is an adult response?

  1. "I want to know why I didn't get a larger merit raise."
  2. "Bill got a larger merit raise than I did. Will you please explain what Bill does that I don't so that Ican do better the next round?"
  3. "It's your job to give objective and fair merit raises. So why didn't you do it?"
  4. "You were not fair in giving me that merit raise. I'm a better worker than the two people who got the largest raises?"

 

 

13.A customer brought a pair of shoes to be re-soled. Later, at home she realized the shoes were now too tight. She returned to the shoe shop and said, "What's wrong with you? Don't you know how to put new soles on without making the shoe smaller?" Which of the following is a natural child response?

  1. "It's not my fault, and they can't be redone. See you later."
  2. "I'm sorry it happened. Shall I try stretching the shoes to make them fit?"
  3. "You must have been disappointed. It's a nice pair of shoes. What can I do to make it up to you?"
  4. "That's funny; it never happened before."

 

  1.         is any behavior that implies recognition of another's presence.
    1. Assertiveness
    2. Aggressiveness
    3. Performance
    4. Stroking

 

  1. When people stand up for their rights without violating the rights of others, they are using

          .

    1. aggressive behavior
    2. passive behavior
    3. assertive behavior
    4. strokes

 

  1.           is the process of expressing thoughts and feelings while asking for what one wants in an appropriate way.
    1. Aggressiveness
    2. Assertiveness
    3. Passivity
    4. Nonassertiveness

 

  1.           behavior is an avoidance of behavior or an accommodation of the other party's wishes without standing up for one's own rights.
    1. Passive
    2. Aggressive
    3. Assertive
    4. Hostile

 

  1.          comes primarily through the adapted child and the critical parent ego states.
    1. Aggressiveness
    2. Assertiveness
    3. Passivity
    4. Nonassertiveness

 

 

  1. The life position of an assertive person is:
    1. "I'm OK—You're not OK."
    2. "I'm OK—You're OK."
    3. "I'm not OK—You're OK."
    4. "I'm not OK—You're not OK."

 

  1.           behavior is generally the most effective method of getting what you want while not taking advantage of others.
    1. Passive
    2. Aggressive
    3. Assertive
    4. Hostile

 

  1. Which of the following phrases will a passive person most likely use?
    1. "You need to know…"
    2. "No. I won't be able to…"
    3. "I would like…"
    4. "I don't want to bother you, but…"

 

  1. "You had better have that draft proposal ready by noon, or else." Which of the following behaviors is this an example of?
    1. Passive
    2. Assertive
    3. Complementary
    4. Aggressive

 

  1. Cindy didn't say anything the first time Carl jostled her as they passed in the hall. On the way back, he did it again. This time, Cindy caught his eye, smiled, and said, "Carl, you should signal before crossing into my lane." Cindy's behavior is best described as .
    1. aggressive
    2. passive
    3. assertive
    4. passive-aggressive

 

  1. "It's not really important, but I was wondering if I could talk to you about my annual raise." This is an example of a(n)                            response.
    1. aggressive
    2. passive
    3. passive-aggressive
    4. assertive
  2. "Sure, I'll look over those numbers once again," said Sam walking out in a huff and slamming the door. This is a case of                           behavior.
    1. aggressive
    2. passive
    3. assertive

 

    1. passive-aggressive

 

  1. "I would prefer you keeping me informed the next time you decide to come to work late so that I may make alternate plans." This is an example of a(n)                    response.
    1. assertive
    2. passive
    3. passive-aggressive
    4. aggressive

 

  1. You have been asked out on a date by a coworker you are not attracted to. In fact, you don't really like

the person. Which of the following is an assertive behavioral response?

    1. Agree to go out on the date.
    2. "Are you kidding me? I wouldn't go out with you."
    3. "I'm sorry, but you're not my type."
    4. "I'm sorry, but I'm busy that night."

 

  1. Which of the following is a positive outcome of anger?
    1. Aggressive behavior
    2. Assertive behavior
    3. Perception issues
    4. Passive behavior

 

29.A key factor in controlling anger is being:

  1. assertive instead of passive.
  2. passive instead of aggressive.
  3. aggressive instead of assertive.
  4. passive-aggressive instead of assertive.

 

  1. Which of the following helps one get rid of anger?
    1. Being empathic and using reflecting statements
    2. Giving orders or ultimatums
    3. Developing positive affirmations
    4. Encouraging people to vent anger in appropriate ways

 

  1. Which of the following helps one deal with the anger of others?
    1. Developing positive affirmations
    2. Being empathic and using reflecting statements
    3. Giving orders or ultimatums
    4. Using an anger journal

 

  1. The very first step toward preventing workplace violence is:
    1. training all employees to deal with anger.
    2. screening job applicants with violent histories.
    3. hiring a security agency to prevent any untoward incident from taking place.
    4. creating a written policy addressing workplace violence.

 

 

  1. One of the primary reasons why conflict occurs is because people:
    1. fail to make their expectations known to others.
    2. are usually aggressively pursuing their goals.
    3. tend to be empathic toward their colleagues.
    4. use reflecting statements to aggravate a problem.

 

  1. Which of the following is one of the main reasons for conflict?
    1. People tend to be empathic toward their colleagues.
    2. People try to find humor in difficult situations.
    3. People assume that their expectations match the ones others have.
    4. People use reflecting statements to aggravate a problem.
  2. The user of the           style attempts to resolve a conflict by using aggressive behavior.
    1. forcing
    2. avoiding
    3. accommodating
    4. compromising

 

  1. Which of the following is an advantage of the forcing style of conflict management?
    1. Maintaining relationships that would be hurt through conflict resolution
    2. Making better organizational decisions
    3. Curbing hostility and resentment
    4. Choosing the best solution to the conflict

 

  1. The           conflict style user attempts to passively ignore the conflict rather than resolve it.
    1. forcing
    2. avoiding
    3. accommodating
    4. compromising

 

  1. The            conflict style user attempts to resolve the conflict by passively giving in to the other party.
    1. forcing
    2. avoiding
    3. accommodating
    4. compromising

 

  1. The            conflict style user attempts to resolve the conflict through assertive give-and-take concessions.
    1. collaborating
    2. avoiding
    3. accommodating
    4. compromising

 

 

  1. The            conflict style user assertively attempts to resolve the conflict with the best solution agreeable to all parties.
    1. collaborating
    2. avoiding
    3. accommodating
    4. compromising
  2. In spite of repeated reminders, Edward still hasn't updated the production schedule. Richard, his boss, should use the                          conflict management style in this situation.
    1. avoiding
    2. collaborating
    3. forcing
    4. compromising
  3. Keeping in mind the uncertain economic conditions, the workers at a steel plant agree to a lower wage package in exchange for job security. What type of conflict management style is this?
    1. Avoiding
    2. Collaborating
    3. Accommodating
    4. Compromising
  4. Three colleagues have been given the responsibility of coming up with a policy regarding Internet use during working hours. All of them have different opinions about what it should entail. What would be the appropriate conflict management style to use in this case?
    1. Avoiding
    2. Collaborating
    3. Forcing
    4. Compromising

 

  1. 64.

Dan regularly gives in to his employees' requests for extensions on deadlines. As a result, he often has to apologize to clients for the delays. Which of the following conflict management styles is Dan using?

    1. Accommodating
    2. Collaborating
    3. Avoiding
    4. Forcing

 

  1. Amanda always reaches work half an hour late. However her boss, Jill, never confronts her about her tardiness. Which of the following conflict management styles is Jill using?
    1. Forcing
    2. Collaborating
    3. Avoiding
    4. Compromising

 

 

 

  1. Michelle has a packed schedule for the entire week. Her colleague asks her to help with the induction program scheduled for the company's new recruits. Michelle agrees to help. Which of the following conflict management styles is Michelle using?
    1. Collaborating
    2. Accommodating
    3. Avoiding
    4. Compromising

 

  1. Felix and Hannah have to conduct a market survey for a client. They cannot decide how to divide the work between them. Finally, they agree that Felix will be in charge of preparing the survey questionnaire and the presentation file while Hannah will take care of analyzing the data and presenting the findings to the client. Which of the following conflict management styles have the two used here?
    1. Avoiding
    2. Accommodating
    3. Collaborating
    4. Compromising

 

  1. Which of the following is a step in initiating conflict resolution?
    1. Listening to and paraphrasing the problem using the XYZ model
    2. Asking for, and/or giving, alternative solutions
    3. Implementing one's plan persistently
    4. Agreeing with some aspect of the complaint

 

  1. You have been bringing in food and drinks and putting them in the refrigerator at work. Your coworker, Chris, has been taking them without asking. You don't think it's fair for Chris to take your food and drinks. Which of the following would you say as your XYZ statement to initiate conflict resolution?
    1. "Chris, you have been taking my food, and I don't get to eat it. I feel as though you are taking advantage of me."
    2. "Chris, this is very rude of you, the way you eat my food without asking."
    3. "Chris, why don't you get your own food and drinks and stop having mine."
    4. "Chris, I feel you are taking advantage of me by taking my food and drinks. You need to stop it."

 

  1. The first step in responding to conflict resolution is to:
    1. plan to maintain ownership of the problem using the XYZ model.
    2. have each party state his or her complaint using the XYZ model.
    3. make an agreement for change.
    4. listen to and paraphrase the problem using the XYZ model.

 

 

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