10-1 Briefly describe the five steps in the message-sending process. PAGE 360

10-2 Briefly describe the three steps in the message-receiving process. PAGE 362

10-3 Identify the primary reason why measuring job satisfaction is so difficult, and identify the best tool for getting employees to tell the truth about their level of satisfaction. PAGE 364

10-4 Identify the major labor relations laws in the United States and the major reasons why we have each law. PAGE 367

10-5 Briefly discuss the difference between wrongful discharge and constructive discharge. PAGE 374

10-6 Briefly discuss the NO TIPS rules for labor elections. PAGE 377

10-7 What can management do to limit union organizing efforts? PAGE 379

10-8 Identify the five conflict management styles. How is each described in terms of win or lose? PAGE 381

10-9 Briefly explain the processes of mediation and arbitration and the major difference between the two processes. PAGE 388

10-10 Define the key terms found in the chapter margins and listed following the Chapter Summary. PAGE 393