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

Sesika is a new customer service agent at a leading computer service center.She usually spends a lot of time on her calls,trying to resolve the issues of every customer.During the course of a call with a customer,a technical snag caused disturbances in her audio device;thus,making it difficult for the customer to respond to her queries.The issue however remained unresolved.Which of the following is a primary reason for the non-resolution in this case?

Hikari is the leader of a problem-solving team.She is encouraging every member of the team to openly express differences and work through conflicts.Hikari's team is most likely to be in the _____ stage.

Deunoro is a member of a semi-permanent team that performs the day-to-day functions of the organization.Deunoro is most likely to be a member of a(n)_____ team.

A team consists of a group of people with _____ skills and _____ are responsible and accountable for accomplishing team objectives.

Team cohesiveness increases with frequent team member interaction.

In the context of communication,feedback _____.

Complete the following using the terms listed. -A group of workers who are empowered with the authority to decide how its members complete their daily tasks is called a(n)_____.

An annual report to shareholders is an example of external communication.

Complete the following using the terms listed. -Standards of conduct shared by team members that guide their behavior are called _____.

In highly productive teams,norms contribute to accomplishment of team goals.

Members of the production team in a company have accepted each other and have understood one another's roles in the team.The team leader has handled conflicts and managed to establish unity in the team.In the context of the five stages of team development,which of the following is most likely to be the next immediate step?

Cognitive and affective conflicts can occur together in the same team.

Amzie sends an e-mail to her assistant requesting information for an upcoming meeting.Since her team is working on a variety of projects,Amzie is very specific about the materials she needs in order to avoid confusion.As the sender,Amzie is _____.

Duncan is listening to Catriona at a meeting.She is one of his fellow team members,and he believes she is just trying to get the team leader to adopt her idea.Duncan is being a(n)_____ listener.

Federal labor laws allow stock options to be granted to hourly and salaried employees.

List the basic steps in managing a public relations crisis.

What is the first step a company should take when responding to a crisis?

Complete the following using the terms listed. -The skill of receiving a message and interpreting its genuine meaning is _____.

At a celebratory gathering in a restaurant,Anjana presents her team members with personal thank-you notes in appreciation for their hard work on a project.Anjana and her team are in the _____ stage of team development.

What are the drawbacks of oral communication?