Question 1

Boasting about your accomplishments helps the group to stay on-task.

Accepted Answer

A) True 
 B)False  False

Question 2

The coordinator is mature, confident, and a natural team leader.

Accepted Answer

A) True 
 B)False  True

Question 3

A condition of synergy occurs when teamwork is so good that the:

Accepted Answer

A)  team leader performs in an outstanding manner. 
B)  members take turn of being the leader. 
C)  the output of the group is more than the sum of the individual contributions. 
D)  an outsider can sense the excitement in the air. 
A)  team leader performs in an outstanding manner. 
B)  members take turn of being the leader. 
C)  the output of the group is more than the sum of the individual contributions. 
D)  an outsider can sense the excitement in the air. C

Question 4

A major problem with exaggerated compliments is that they:

Accepted Answer

A)  will create a craving for more of the same. 
B)  are likely to be perceived as insincere. 
C)  are not based on positive reinforcement. 
D)  are not difficult to come up with. 
A)  will create a craving for more of the same. 
B)  are likely to be perceived as insincere. 
C)  are not based on positive reinforcement. 
D)  are not difficult to come up with.

Question 5

The first stage of group development is storming.

Accepted Answer

A) True 
 B)False

Question 6

Larry is insulted by a person from another department because he is late with a report. To maintain perspective, Larry should:

Accepted Answer

A)  recognize that dealing with a variety of personalities is just part of the job. 
B)  send the insulter a nasty e-mail message. 
C)  retaliate with an exaggerated compliment. 
D)  immediately report this person's comment to his or her boss. 
A)  recognize that dealing with a variety of personalities is just part of the job. 
B)  send the insulter a nasty e-mail message. 
C)  retaliate with an exaggerated compliment. 
D)  immediately report this person's comment to his or her boss.

Question 7

Giving co-workers __________ but tactful answers to their requests for your opinion is one useful way of developing open relationships.

Accepted Answer

A)  aggressive 
B)  frank 
C)  dismissive 
D)  positive 
A)  aggressive 
B)  frank 
C)  dismissive 
D)  positive

Question 8

Which of the following roles involves making excuses for not doing his or her part on the team?

Accepted Answer

A)  the "Yes, But" Player. 
B)  the Mean and Unethical Player. 
C)  the Distracter. 
D)  the Whiner/Complainer. 
A)  the "Yes, But" Player. 
B)  the Mean and Unethical Player. 
C)  the Distracter. 
D)  the Whiner/Complainer.

Question 9

It is effective to be harsh in your confrontations with coworkers about their annoying behaviour by preceding compliments with a criticism.

Accepted Answer

A) True 
 B)False

Question 10

The purpose of the tactic "make other people feel important" is to create situations whereby people owe you a favour.

Accepted Answer

A) True 
 B)False

Question 11

An important component of teams that differs from groups is that:

Accepted Answer

A)  only teams have formal goals. 
B)  teams are made up of people only from the same department. 
C)  teams tend to develop specific self-images as a team. 
D)  team member efforts are disconnected. 
A)  only teams have formal goals. 
B)  teams are made up of people only from the same department. 
C)  teams tend to develop specific self-images as a team. 
D)  team member efforts are disconnected.

Question 12

An employee who wants to be a good team player should:

Accepted Answer

A)  avoid giving information and opinions to coworkers. 
B)  avoid asking for favours from other team members. 
C)  keep jokes to himself or herself. 
D)  provide emotional support to group members. 
A)  avoid giving information and opinions to coworkers. 
B)  avoid asking for favours from other team members. 
C)  keep jokes to himself or herself. 
D)  provide emotional support to group members.

Question 13

If team members are uncomfortable with each other and are very cautious when they communicate with others, it is most likely that this team is in which stage of group development?

Accepted Answer

A)  Storming 
B)  Performing 
C)  Adjourning 
D)  Forming 
A)  Storming 
B)  Performing 
C)  Adjourning 
D)  Forming

Question 14

To deal effectively with difficult people you are advised to:

Accepted Answer

A)  begin by using nonhostile humour. 
B)  take the problem personally rather than professionally. 
C)  use a combination of approaches. 
D)  refer the problem to your manager. 
A)  begin by using nonhostile humour. 
B)  take the problem personally rather than professionally. 
C)  use a combination of approaches. 
D)  refer the problem to your manager.

Question 15

A recommended tactic for improving teamwork is to:

Accepted Answer

A)  brag about being the manager's favourite. 
B)  get the group to engage in shared laughter. 
C)  join a clique within the group. 
D)  avoid getting involved in the problems of group members. 
A)  brag about being the manager's favourite. 
B)  get the group to engage in shared laughter. 
C)  join a clique within the group. 
D)  avoid getting involved in the problems of group members.

Question 16

Which of the following is likely to be the least effective approach to being an effective team player?

Accepted Answer

A)  Follow the golden rule. 
B)  Provide emotional support to coworkers. 
C)  Engage in shared laughter. 
D)  Pass along confidential information to others. 
A)  Follow the golden rule. 
B)  Provide emotional support to coworkers. 
C)  Engage in shared laughter. 
D)  Pass along confidential information to others.

Question 17

Being judgmental is a recommended tactic for dealing with difficult people because it puts them in their place.

Accepted Answer

A) True 
 B)False

Question 18

All teams and groups go through all of the stages of group development except:

Accepted Answer

A)  adjourning. 
B)  performing. 
C)  storming. 
D)  norming. 
A)  adjourning. 
B)  performing. 
C)  storming. 
D)  norming.

Question 19

Which of the following actions is the least likely to enhance customer satisfaction?

Accepted Answer

A)  Allow customer satisfaction goals to emerge spontaneously. 
B)  Satisfy the needs of your customers first. 
C)  Smile whether or not you like the customer. 
D)  Avoid defensiveness about customer complaints. 
A)  Allow customer satisfaction goals to emerge spontaneously. 
B)  Satisfy the needs of your customers first. 
C)  Smile whether or not you like the customer. 
D)  Avoid defensiveness about customer complaints.

Question 20

The team worker is challenging, dynamic, and thrives under pressure.

Accepted Answer

A) True 
 B)False

Boasting about your accomplishments helps the group to stay on-task.

The coordinator is mature, confident, and a natural team leader.

A condition of synergy occurs when teamwork is so good that the:

A major problem with exaggerated compliments is that they:

The first stage of group development is storming.

Larry is insulted by a person from another department because he is late with a report. To maintain perspective, Larry should:

Giving co-workers __________ but tactful answers to their requests for your opinion is one useful way of developing open relationships.

Which of the following roles involves making excuses for not doing his or her part on the team?

It is effective to be harsh in your confrontations with coworkers about their annoying behaviour by preceding compliments with a criticism.

The purpose of the tactic "make other people feel important" is to create situations whereby people owe you a favour.

An important component of teams that differs from groups is that:

An employee who wants to be a good team player should:

If team members are uncomfortable with each other and are very cautious when they communicate with others, it is most likely that this team is in which stage of group development?

To deal effectively with difficult people you are advised to:

A recommended tactic for improving teamwork is to:

Which of the following is likely to be the least effective approach to being an effective team player?

Being judgmental is a recommended tactic for dealing with difficult people because it puts them in their place.

All teams and groups go through all of the stages of group development except:

Which of the following actions is the least likely to enhance customer satisfaction?

The team worker is challenging, dynamic, and thrives under pressure.

Human Relations and Yourself

Self-Motivation and Goal Setting

Problem Solving and Creativity

Achieving Wellness and Managing Stress

Dealing With Life Changes and Personal Problems

Finding Happiness and Enhancing Your Personal Life

Communicating With People

Developing Intercultural Competence

Handling Conflict and Being Assertive

Getting Along With Your Manager or Team Leader

Developing Self-Confidence and Leadership Skills

Choosing a Career and Developing a Portfolio Career

Conducting a Job Search

Developing Good Work Habits

Getting Ahead in Your Career

Filters

Exam 11: Getting Along With Co-Workers and Customers

Boasting about your accomplishments helps the group to stay on-task.

The coordinator is mature, confident, and a natural team leader.

A condition of synergy occurs when teamwork is so good that the:

A major problem with exaggerated compliments is that they:

The first stage of group development is storming.

Larry is insulted by a person from another department because he is late with a report. To maintain perspective, Larry should:

Giving co-workers __________ but tactful answers to their requests for your opinion is one useful way of developing open relationships.

Which of the following roles involves making excuses for not doing his or her part on the team?

It is effective to be harsh in your confrontations with coworkers about their annoying behaviour by preceding compliments with a criticism.

The purpose of the tactic "make other people feel important" is to create situations whereby people owe you a favour.

An important component of teams that differs from groups is that:

An employee who wants to be a good team player should:

If team members are uncomfortable with each other and are very cautious when they communicate with others, it is most likely that this team is in which stage of group development?

To deal effectively with difficult people you are advised to:

A recommended tactic for improving teamwork is to:

Which of the following is likely to be the least effective approach to being an effective team player?

Being judgmental is a recommended tactic for dealing with difficult people because it puts them in their place.

All teams and groups go through all of the stages of group development except:

Which of the following actions is the least likely to enhance customer satisfaction?

The team worker is challenging, dynamic, and thrives under pressure.

Human Relations and Yourself

Self-Motivation and Goal Setting

Problem Solving and Creativity

Achieving Wellness and Managing Stress

Dealing With Life Changes and Personal Problems

Finding Happiness and Enhancing Your Personal Life

Communicating With People

Developing Intercultural Competence

Handling Conflict and Being Assertive

Getting Along With Your Manager or Team Leader

Developing Self-Confidence and Leadership Skills

Choosing a Career and Developing a Portfolio Career

Conducting a Job Search

Developing Good Work Habits

Getting Ahead in Your Career

Filters