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Subject E2: Project and Relationship Management
CHAPTER 11 – MANAGING ORGANISATIONAL RELATIONSHIPS
11.1 The correct statements are B and E
An example of semantic noise could be difficult-to-read fonts or colours. This is
incorrect as this description refers to environmental or physical noise.
Hearing loss or poor eyesight would be an example of physical noise. This is
incorrect as this description refers to physiological noise.
Noise only relates to non–verbal communication. This is incorrect as noise can
affect all types of communication.
11.2 The correct statements are A, D and E
Vertical conflict occurs among individuals and groups at different levels in the
hierarchy.
The Thomas-Kilmann Conflict Mode Instrument (TKI) suggests five conflict
managing strategies depending on the levels of assertiveness and
cooperativeness.
11.3 The completed negotiation process diagram is shown below:
Preparation Preparation
Opening Opening
Bargaining
Closing
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