ASM 504 : JUN 2014

Part A :
1. Which organizational pattern is best to be used in a persuasive presentation?
A. Comparative Advantage (Page 267)
2 The intercultural sensitivity stage of recognizing and embracing differences in culture is known as
C. Integration (Page 50)
3. A herringbone room arrangement for presentation
B. Allow ready switch from lecture to discussion (Page 255)
4. Speaking with enthusiasm and sincerity is one of the. Elements in presentation
D. Vocal (Page 325)
5. Which type of communication trait of unpleasant co-workers possesses by Dany if he likes to bring his
personal problem to work?
A. Unprofessional focus of attention (Page 110)
6. All of the following are types of information presentation except
C. Proposals (page 339)
7. An impromptu speech
B. Does not need to contain supporting material (Page 318)
8. Cohesiveness refers to
C. A degree to which members feel themselves part of a team and want to remain with
that team (Page 204)
9. One of the functions of transitions is to
A. Emphasize important ideas (Page 279
10. Which type of bullying destroys an individuals confidence and competence by making unreasonable
demands for work.
D. Criticism (Page 121)
11. Which one of these work group characteristics describes identity?
D. Members feel their own image are tied to the way the group is regarded (Page 188)

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12. Which type of visual aid is appropriate to show the percentage of employees who work in each division
of an organization?
A. Pie Chart (Page 301)

13. The two functions of a conclusion in presentation are

B. Reviewing and closing statement. (Page 278)

14. Which guideline for designing effective visuals?

C. Keep the design simple (Page 309)

15. A set of rules about how to behave and set of value about what is important in an organization is
known as a/an
B. Organizational Culture (Page 33)
16. If you make a mistake while you are delivering a presentation, it is best to
D. Correct every minor slip you may make (Page 324)

17. In a relational function, an individual who resolves interpersonal conflicts between members is called
A. Harmonizer (Page 199)

18. Speakers notes that are brief, legible and unobtrusive are characteristics ofpresentation
C. Extemporaneous (Page 316)

19. Which type of verbal support is best used to describe an incident in some details?
A. Story (Page 290)

20. Any verbal or nonverbal behavior that has the intention of interfering with someones work is identified
as a
B. Hostile work environment (Page 123)

ASM 504 : JUN 2014

Part B (40a Marks)
Question 1
a) State and explain FOUR (4) forms of power that can make or break a teams success. (page
196)

Coercive Power is the power to punish for example designated leader can deny pay raise or fire
people.

Connection Power is the powers that often come from the connections with influential inside or
outside the organization.

Expert Power is the power that comes from the groups recognition due to expertise in a certain
area.
Information Power is the ability of some members to influence a group because of the information
they possess.

b) List FOUR (4) typical destructive norms for a team. (Page 203)

Refuse to admit your mistakes.

Hold side conversations during meetings.
Be late for meetings.
Dont celebrate successes.

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Questions 2
a) Briefly describe the following types of conflicts approaches. (Page 127)

Compromising - each party sacrifice something to gain an agreement or resolve a conflict. For
example I win and lose, you win and lose philosophy.

Collaborating working together to resolve conflict, good to settle issues and improve
relationship. For example, I win, you win philosophy.

Avoiding - avoid the conflicts whenever possible and withdraw when confronted physically or
psychologically. For example; I lose, you lose philosophy or stay away from conflicts.

Accommodating a way of maintaining harmony where you sacrifice your own need for the sake
of others. For example; I lose, you win philosophy.

b) State TWO (2) factors that govern the choice of conflict listed above. (Page 128)

Avoiding
I.
When you have no chance of winning.
II.
To let others cool down and regain perspective.

Accommodating
I.
When you find you are wrong.
II.
To build social credits for later issues.

Collaborating
I.
To gain commitment of all parties by building consensus.
II.
When the other party is willing to take a collaborative approaches.

Compromising
I.
To achieve temporary settlement of complex issues.
II.
To arrive at expedient solutions under time pressure.

ASM 504 : JUN 2014

Question 3
a) State and briefly explain FOUR (4) categories of conflict. (Page 126)

The topic at hand- topic related disagreements for example resources and budgeting.

The process - how to do something that what to do.

Relational issues - how we want to be treated. How to treat others (control, respect).

Ego/Identity issues - competence, professionalism, honesty, fairness.

b) In offering constructive feedback, state TWO (2) Guidelines to consider when choosing a
sender to deliver the criticism. (Page 116)

Choose the most credible critic - make sure the message come from who can deliver most
effective.

Make sure the criticism is appropriate to the critics role - a boss in the workplace but not
personal life which is appropriate to the job-related critics only.

ASM 504 : JUN 2014

Question 4
a) In association with communicating across diversity, state FOUR (4) patterns of
communication that are common for many members of various races and ethnicities. (page
34)

Race and ethnicity

Attitudes towards conflict varies which some have high value on saving face such as avoid
expression of disagreement and some prefer direct or open conflict style.
A nonverbal standard varies in eye contact, Wide open means surprise or wonder and associate
eye contact means honesty and respect.

Social Class
Relate to how people communicate on the job, language, clothing and nonverbal patterns.

Generational Differences
How people communicate varies in three 3 generations which is Baby Boomers that believe they
have the power to effect meaningful changes, Generation X that place high priority on fun,
formality and creative in job and Millennial also know ass Generation Y that have a strong need for
affirming feedback.

Disabilities
A group of people that have disabilities and that change how one is regarded. Several guide to
properly communicate with them such as be mutually cordial, put same level of respect like others,
dont be pushy, accommodate to the disability, be patient and relax should be applied when
encounter them.

b) State and briefly describe THREE (3) generations that compose most of todays workforce.
(Page 35-36)

Baby boomers born around 1945 1964 brought to be independent and believe they have power
to effect meaningful changes. They also appreciate challenge and enjoy pressure to perform.

Generation X born around 1965-1980 adept with technology, skeptical, independent and possess
a strong desire for work life balance. They also place a high priority on fun, informality and
creativity on the job. Respect performance over tenure and loyal to people not organization.

Millennial born around 1980-2000 also known as Generation Y, Net generation or Digital Natives.
Technologically adept, ambitious, confident, hopeful, determined, and entrepreneurial. Have a
strong need for affirming feedback and strong desire for achievement.

ASM 504 : JUN 2014

Part C (40 MARKS)
a) Based on Blake and Mouton Leadership Grid: (Page 193)
I.

Identify and briefly explain (ONE) 1 stylistic approach Encik Asna is practicing by
providing an example from the situation given above.
Middle of the road management: adequate organization performance is possible through
balancing the necessity to get work out while maintaining morale of people at a satisfactory
level.Encik Asna is very concerned for both product and people

II.

Identify and briefly explain (ONE) 1 stylistic approach Cik Marisa is practicing by
providing an example from the situation given above.
Authority compliance management: efficiency in operation result from arranging conditions
of works in such way that human elements interfere to a minimum degree.
he thinks that Marisa is focusing too much on tasks and production and does not get
along very well with the rest of the employees

b)
i) Select and briefly explain TWO (2) fundamental dimensions of cultural diversity practiced
by Encik Asna by citing an example from the situation given above. (Page 45)
Low power distance is where employees are comfortable approaching and even
challenging their superiors. Under his supervision, power is not clear cut and the
employees are comfortable to approach him at any time
Feminine cultures are more likely to be concerned about members feeling and their
smooth functioning as a team. He trusts and respect his employees and thus, building a
positive relationship among the employees
ii)

Select and briefly explain TWO (2) fundamental dimensions of cultural diversity practiced
by Cik Marisa by citing an example from the situation given above.
High power distance is where power is distributed unequally that some members have
greater resources and influence than others. The employees claim that Cik Marisa always
expresses her anger directly without minding the feelings of other people
Masculinity cultures are more likely to highly concern with individual success. She only
focuses on getting the tasks done and highly concerns about individual success

c) Based on the situation above in paragraph three: (Page 114)

ASM 504 : JUN 2014

i)

Suggest to Cik Marisa THREE (3) ways on how to use more constructive
approaches in raising difficult issues on the job.
Use descriptive I language is where approaches are focus on the speaker instead of
judging the other person.
Focus on solving problems, not controlling others is where defensive will occurs if you
force others to accept the idea they dont agree. The goal is to solve problem by problem
oriented message.
Demonstrate an attitude of equality is where nobody likes to feel less valuable, giving
more positive attitude is respected.

ii)

Justify and cite an example of each suggested constructive approach.

Use descriptive I language Harith, you area late again, and did you know that your
painting is sloppy
Focus on solving problems, not controlling others He is not satisfied with Cik Marisa
as Cik Marisa is forcing him to paint one piece of batik cloth according to her preferences
Demonstrate an attitude of equality Harith feels unhappy and embarrass as Cik Marisa
raises her voices to him in front of other employees. He feels that Cik Marisa accusing him
of always being late and sloppy

iii)

Give ONE (1) example of how Cik Marisa can change her statement using
descriptive I Language.
I am worried about the promise you make. I dont see how this painting can be accepted

d)

ASM 504 : JUN 2014

i)

Identify and explain TWO (2) cultural differences in customs and behavior
demonstrated by Cik Marisa as perceived by the employees. (Page 40)
Polychronic orientations see time as more fluid, less concern with punctuality like to do
multiple things at the same time and when handle meetings it can go as long as they take.
Formality is where name and tittle, converse with others express different degree of
formality.

ii)

Cite an example for each customs and behavior identified above.

Polychronic orientations The meeting she holds will go on as long as she likes. She
seldom comes to the meeting on time as she claims that she has an appointment with client
at the same time
Formality She rarely speaks to other staff from different department and would like the staff
to address her as Nyonya Marisa

e)
i)

Identify and briefly explain TWO (2) characteristics of a winning team Cik Marisa is
lacking off. (Page 189)
A result driven structure is where members focus on getting the job done in the most
effective manner.
Principled leadership is where leader usually can create vision of the teams purpose and
challenge members to get the job done.

ii)

Cite an example of each characteristic identified above.

A result driven structure Cik Marisa does not provide necessary resources to them to
complete tasks given and seldom recognizes the employees.
Principled leadership The employees feel that Cik Marisa fails to emerge as a team
leader because she neglects the employees creativity and does not have the ability to
unleash the members talent

f)

ASM 504 : JUN 2014

i)

State and briefly describe TWO (2) dysfunctional roles possess by Cik Marisa.
(Page 199)
Withdrawer is where he or she is refuse to take stand on social or task issues; covers up
feelings; does not respond to others comments.
Blocker is where he or she prevents progress by constantly raising objective.

ii)

Cite an example of each dysfunctional role mentioned above.

Withdrawer Cik Marisa often refuses to take stand on matters arising and does not like to
respond to others comments
Blocker She constantly raise objections to the employees opinion and as a result
prevents the progress of printing new style of batik