Exam 9: Top Performance Through Empowerment, Teamwork, and Communication

All external communication with customers should be designed to create goodwill and contribute to customer satisfaction, even when they are protesting loudly at you.

Team cohesiveness ____________ when members interact frequently, share common attitudes and goals, and enjoy being together.

In a study of face-to-face communication, which type of cues were the most important in message interpretation?

Which of the following is a work team that has the authority to decide how its members will complete their daily tasks?

After several days, a listener remembers ________ of a message she's heard.

A meaningful exchange of information through messages can be defined as:

During which stage of development do members focus on solving problems and accomplishing tasks?

Managers promote _______ by giving employees the authority and responsibility to make decisions about their work without traditional managerial approval and control.

An internal information channel in an organization that passes information from unofficial sources is referred to as which of the following?

Which type of conflict could potentially strengthen a team?

The team's average level of ability, experience, personality, or any other factor, is referred to as which of the following?

Jenna is developing a crisis management plan for her company. Which of the following recommendations should she change?

Which of the plans below benefits employees by giving them ownership stakes in their companies, leading to potential profits as the value of their firm increases?

Which type of listening occurs when the receiver of the message believes the sender is attempting to gain advantage in the communication?

Most people rely primarily on ______ to interpret messages.

Which communication element below is a type of interference that influences the transmission of messages and feedback?

When a company crisis occurs, which of the following is the best tactic for top management to take when responding to external questions?

Consensus about the leader's role develops in the ________ stage.

________ focuses on individuals or personal issues.

Which type of team provides the greatest diversity of skill and background for its members?