Leadership: Final Exam Review

The transfer and understanding of a message between two or more people.

• Channel Richness

• Communion

• Selective Perception

• Defensiveness

• Communication

When individuals interpret a message as threatening, they often respond in ways that retard effective communication. For example, someone argues, interrupts and gets upset when receiving feedback. Instead of listening, they focus on attacking the speaker because they feel the speaker critized them.

• Retarding Process

• Abruptness

• Defensiveness

• None of the options are correct

Giving someone more details than they can remember or understand.

• Information Loading

• Information Overlord

• Information Transferance

• None of the options are correct

• Information Overload

Forcing / Avoiding / Yielding / Compromising / Problem-Solving

Brian had a good idea to improve the workplace by playing music every day at work, but his manager thought it might distract employees, specially if played every day. However, the manager agreed that on Fridays, they would put on music as part of a “casual Friday” atmosphere as long as productivity was not affected. They find a middle ground. The conflict resolution technique used was: ____________

Forcing / Avoiding / Yielding / Compromising / Problem-Solving

A new employee that started two weeks ago wears his uniform incorrectly. When the manager asked him to wear it properly, the employee said that the thought his way of wearing it was more “modern”. However, the manager and other employees thinks it looks unprofessional, so the manager tells the employee to start wearing it properly or face disciplinary action/ The conflict resolution technique used by the manager was: ____________

Forcing / Avoiding / Yielding / Compromising / Problem-Solving

Maria is a great employee, but she’s been very busy lately because she’s been dealing with a lot of difficult clients. The manager set up an important workshop for all staff to attend after work, but Maria didn’t attend, which is unusual because she usually attends everything. The manager decided to not mention her absence at all or say anything. Instead the manager just sends Maria the slides from the workshop. / The conflict resolution technique used by the manager was: ____________

Forcing / Avoiding / Yielding / Compromising / Problem-Solving

A manager tells an employee that his breaks seem to be longer than other employees and that it might seem unfair to other staff. The employee says that he’s using break time to try and help his mother by phone with the financial arrangements for his Aunt’s estate since his Aunt passed away recently. The manager accepts the reason and allows the employee to have a little extra time at break. / The conflict resolution technique used by the manager was: ____________

Fill in the blank with a type of communication barrier: choose from the list of barriers below:

Silence / Defensiveness / Selective Reception / Filtering / Emotions / Language / Information Overload

_________________________: not expressing the appropriate message to others, because you are stressed, excited, angry, hurt etc.

Fill in the blank with a type of communication barrier: choose from the list of barriers below:

Silence / Defensiveness / Selective Reception / Filtering / Emotions / Language / Information Overload

________________________: you focus on attacking the person or people who disagree with you or criticize you instead of trying to understand or accepting their point.

Fill in the blank with a type of communication barrier: choose from the list of barriers below:

Silence / Defensiveness / Selective Reception / Filtering / Emotions / Language / Information Overload

_________________________: using jargon or expressions that are unfamiliar to others, or using phrases that have a different meaning to them than you think.