Effective Communication and Engagement at the Workplace

Which of the following is a complex process of encoding and decoding information, ideas, and feelings?

• Confidence

• Communication

• Professional presence

• Transmission model

Body language, posture, and gestures ________.

• reveal little about the attitude of the speaker

• can help you interpret attitude without listening to any words

• should be interpreted without regard to facial expressions

• must be interpreted independently of cultural context

Select the statement below that presents the best definition of conflict, particularly for purposes of developing effective negotiation strategies.

• Every difference of opinion is a conflict.

• Every dispute one cares about is a conflict.

• Conflict exists only where there is real incompatibility.

• Conflict exists wherever and whenever there is an incompatibility of cognitions or emotions between or among those who are interdependent.

Negotiation is used to

• influence others’ emotions.

• effect others’ behaviors.

• change others’ attitudes.

• all the above.

Negotiation is always the appropriate action to pursue whenever

• you have been disadvantaged by someone.

• there is potential for mutual beneficial exchange.

• you are asked by someone to negotiate a matter.

• you wish things were different.

How can a team leader help to resolve conflict within the group?

• Require fact-based judgments for all decisions made by the group.

• Require those in conflict to work on a project together so they can appreciate individual talents.

• Schedule regular meetings to keep employees and projects on track.

• Listen carefully and offer an impartial resolution.

Language that is difficult to understand or is ambiguous is indicative of what type of barrier?

• Language

• Feedback

• Physical

• Psychological

During the communication process, which of the following acknowledges that one group's learned behaviours may be different than those of another group?

• Relational context

• Cultural context

• Social context

• Psychological context

Conflicts that arise from people just not getting along, and not working very hard to overcome their differences, are said to be caused by ________.

• competing goals

• lack of information

• relational issues

• ego issues

Avoiding a conflict instead of addressing it ________.

• is never a good choice

• is a poor choice if you think you have no chance of resolving the conflict to your

• satisfaction

• should not be done if it interferes with productivity