Deck 2: Professionalism: Team, Meeting, Listening, Nonverbal, and Etiquette Skills

Question 1

A committee has been formed to develop the company's five-year strategic plan. The committee members are just starting to get to know one another and are attempting to bond. What phase of team development are they experiencing?

A)forming
B)storming
C)norming
D)performing

Answer 1

A

Question 2

At the end of a lengthy meeting, roles and responsibilities have been settled for all the team members. What is the team ready to pursue next?

A)performing
B)building trust
C)norming
D)implementing the plan

Answer 2

C

Question 3

Which of the following is an example of a soft skill?

A)being able to work well as part of a team
B)knowing how to prepare financial statements
C)having experience using various software packages
D)understanding all the technical skills in your field

Answer 3

A

Question 4

During a meeting, Lanny and Jane get into an argument about how to prepare a proposal. What is the first step they should take to try to resolve this conflict?

A)Look for common ground.
B)Understand the other's point of view.
C)Listen carefully to make sure they understand the problem.
D)Show concern for the relationship.

Question 5

An interview committee must decide which interviewee to hire as the company's new project manager. Committee members have decided to vote and then hire the candidate receiving the most votes. What method for reaching group decisions is this team using?

A)majority
B)consensus
C)authority rule with discussion
D)averaging

Question 6

Claudia is putting together a team to brainstorm product development ideas. What should the team do?

A)Be as homogeneous as possible.
B)Develop procedures to guide them.
C)Avoid conflict.
D)Be as large as possible, with at least ten members.

Question 7

Morgan has just been appointed to a task force and wants to be a positive member. Which of the following is the best advice you can give her?

A)Ignore members who are being silent to show respect for them.
B)Tell a lot of jokes throughout the meeting to ease tensions.
C)Share ideas with other team members, even if they might not be adopted.
D)Recount personal achievements and irrelevant topics

Question 8

A team of top-level executives is rewriting the company's bylaws. Because this decision will have far-reaching and long-term effects, members want to have the most creative, high-quality discussion possible. What group decision-making method should they use?

A)majority
B)consensus
C)authority rule with discussion
D)averaging

Question 9

Malcolm is part of a team developing a new smartphone app to track traffic patterns. Because team members are located throughout the country, they don't meet in person. Instead, they use communication technology to collaborate on the project. What is Martin part of?

A)a group
B)a cross-functional team
C)a virtual team
D)a self-directed team

Question 10

A task force must decide whether the company should go public and start selling its stock. Task force members have decided to continue their discussion until all team members have aired their opinions and, ultimately, agree. What method for reaching group decisions is this team using?

A)majority
B)consensus
C)authority rule with discussion
D)averaging

Question 11

A working group was formed to rewrite the company's mission statement. The members have been meeting for quite some time. They are extremely loyal to one another and have figured out how to solve any conflicts that might arise. Information is flowing freely, they are happy with their results, and they will soon meet the deadline set by management. What phase of team development are they experiencing?

A)forming
B)storming
C)norming
D)performing

Question 12

Marco has been appointed team leader of a committee that will develop a new process for submitting expense claims. He wants to ensure that his team avoids groupthink. What should he do?

A)Choose team members with similar backgrounds.
B)Develop systematic procedures for the team to follow.
C)Demand that his team make decisions quickly.
D)Make sure his team knows what outcomes he favours.

Question 13

A task force charged with reducing overhead costs meets to define their roles and responsibilities and to develop ways to reach the group's goals. Tension is fairly high among group members. What phase of team development are they experiencing?

A)forming
B)storming
C)norming
D)performing

Question 14

What can an employer do to reduce resistance to change in the workplace?

A)Organize a charity run.
B)Form decision-making teams.
C)Implement a new performance review procedure.
D)Hold a meeting to discuss employees' attitudes.

Question 15

What are members of the most effective groups and teams willing to do?

A)Establish rules and abide by those rules.
B)Do everything necessary to avoid conflict.
C)Use e-mail, social media, and other technology to communicate.
D)Let the group leader make all decisions.

Question 16

Which of the following is NOT true of workplace teams?

A)Team members are less resistant to change.
B)Decisions arrived at jointly usually get less buy-in than decisions reached individually.
C)Teams result in improved employee morale.
D)Team members experience reduced individual risk.

Question 17

Which of the following statements best describes conflict?

A)Conflict is a normal part of every workplace and every team.
B)Even when managed properly, conflict decreases group cohesiveness and increases tensions.
C)Conflict should be avoided because it destroys morale and reduces productivity.
D)Conflict is always negative.

Question 18

A committee has been formed to study the feasibility of starting a wellness program. The members have gone through some rough times, but tensions have now subsided and information is starting to flow among members. What phase of team development are they experiencing?

A)forming
B)storming
C)norming
D)performing

Question 19

In addition to making better decisions and responding faster, why do businesses form teams?

A)Teams demonstrate increased productivity.
B)Teams show proficiency in using technology.
C)Teams are able to avoid conflict.
D)Teams are used extensively in every culture.

Question 20

At the meeting, the team leader, Frank, is pushing his group to make a quick decision. The team agrees with him in order to please him and move the meeting along. What decision-making process did the team use?

A)averaging
B)groupthink
C)authority rule with discussion
D)majority

Question 21

Which of the following best describes meeting agendas?

A)An agenda of meeting topics should be distributed at least ten days before the meeting.
B)An agenda should include as many items as necessary to accomplish your purpose.
C)An agenda should not include an allotment of time for each agenda item because doing so can make a meeting too regimented.
D)An agenda should include any premeeting preparation expected of participants.

Question 22

Melinda has agreed to be a team leader in her organization and wants to make sure that the team is ethically responsible. What should Melinda do?

A)Make sure that the team represents her view.
B)Keep privileged information to herself.
C)Let the team resolve conflict without her interference.
D)Make sure the team does not discuss sensitive information with outsiders.

Question 23

Nasim has come to you for advice about conducting a virtual meeting. What is the best advice you can give him?

A)Present ideas using as much time as needed.
B)Ask general questions of all team members.
C)Leave time before or after the scheduled virtual meeting for small talk.
D)Avoid using a powerful voice.

Question 24

Which of the following is a typical ground rule for meetings?

A)Participate only when the topic interests you.
B)Wait until after the meeting to resolve conflict.
C)Forget the agenda if other important information is tabled.
D)Be supportive and listen carefully.

Question 25

When a meeting gets off topic, what should a good meeting leader do?

A)Try generating a "parking lot" list.
B)Wait for others to finish.
C)Interrupt and change the subject.
D)Dismiss the participants early.

Question 26

Frederick manages the human resources department for his company. The due dates for payroll reports will be changing slightly, and he needs to communicate this information to all company managers. What should Frederick do?

A)Send an e-mail or text message to inform the management staff.
B)Prepare an agenda and call a meeting.
C)Consult key people to help him decide whether to call a meeting.
D)Use the grapevine to convey the message.

Question 27

Katelyn is in charge of a department meeting, and two of her colleagues are in conflict about a specific issue. What should Katelyn do?

A)Make both employees leave the meeting until they can calm down.
B)Send both employees to counselling.
C)Encourage each to make a complete case while group members give their full attention.
D)Have both employees move to a corner so that the rest can continue the meeting.

Question 28

Which of the following best describes virtual meetings?

A)Virtual meetings are rare in today's workplace.
B)It is almost impossible to exchange ideas, brainstorm, build consensus, or develop personal relationships virtually.
C)Two of the most significant reasons for the shift to virtual meetings are saving travel costs and reducing employee fatigue.
D)Virtual meetings are generally held to coordinate team activities but not for any other purposes.

Question 29

Which of the following best describes meetings?

A)Most people look forward to meetings.
B)Meetings should be viewed as opportunities to demonstrate leadership, communication, and problem-solving skills.
C)Employees at the management level generally attend fewer meetings than workers at lower levels in an organization.
D)Meetings are an excellent way to communicate information that does not require immediate feedback.

Question 30

Sam is in charge of conducting a meeting during which a major company decision about reorganization will be made. Whom should he invite?

A)anyone of importance in the organization
B)representatives of all department heads
C)people responsible for implementing the decision
D)a minimum of 10 to 12 participants

Question 31

Which of the following statements best describes what should happen when a meeting ends?

A)The meeting should not end until all agenda items have been fully discussed.
B)If minutes are taken, they should be distributed at the next meeting.
C)Because all participants should be responsible for paying attention during the meeting, a summary at the end of the meeting would be a waste of time.
D)No one should leave the meeting without a full understanding of what was accomplished.

Question 32

Deborah will be leading a committee meeting and wants to make sure it is effective and efficient. What should Deborah do to get the meeting started?

A)Wait until all participants arrive before beginning the meeting.
B)Give a quick recap to anyone who arrives late.
C)Go over ground rules at the beginning of the meeting.
D)Give a ten minute introduction.

Question 33

Which of the following is a typical ground rule for virtual meetings?

A)allowing participants to ask questions whenever they want
B)reminding participants to lower the volume of all phones, alarms, and electronic reminders
C)telling participants that multitasking during the meeting is acceptable
D)asking participants to say their names before beginning to comment

Question 34

Gwen is leading a meeting and wants to make sure that they stick to the agenda and end on time. What should she do to move the meeting along?

A)She should say as much as possible during the meeting.
B)She should generate a list of important but divergent topics that should be discussed later.
C)She should not worry so much about time; the most important thing is to make sure that all agenda items are discussed fully.
D)She should kick anyone out who monopolizes the conversation.

Question 35

Renzo is attending his first virtual meeting. Which of the following statements would be good advice for Renzo?

A)Don't mute your phone during the meeting, so you don't miss important calls.
B)Log in 15 minutes early.
C)Log in on time.
D)It's okay not to say anything in your first meeting.

Question 36

Brianna must schedule an information meeting with 25 participants. She knows that it will be difficult to find a meeting time when everyone is available. What tool will best help her schedule this meeting?

A)an e-mail to all participants asking for their availability during the week
B)a digital calendar
C)a Facebook event page
D)text messages to individual participants asking them about their availability

Question 37

Khalida is responsible for planning a virtual meeting with participants on three different continents. What should she do before the meeting takes place to ensure that it is productive?

A)She should make sure the most up-to-date technology available is used.
B)She should set the meeting time to her time zone.
C)She should use only English language.
D)She should provide the necessary training and encourage participants to log on 15 minutes early.

Question 38

Lindsay is planning a meeting to develop a new procedure for handling employee grievances. How many participants should she invite?

A)at least one representing each of the company's sixteen departments
B)five or fewer
C)between six and ten
D)between eleven and thirty

Question 39

Michela will be taking charge of her first virtual meeting. What should she do to make sure all participants are collaborating successfully during the meeting?

A)Use complex language to get her points across.
B)Project an upbeat, enthusiastic, strong voice.
C)Do most of the talking to reduce confusion.
D)Ask leading questions such as "Does everyone agree?" to keep the meeting moving along.

Question 40

Jin has been invited to attend his first sales meeting and wants to be an active and productive member from the very beginning. Which of the following should he do to make a good impression?

A)He should keep his smartphone on so that he doesn't miss an important call during the meeting.
B)He should come prepared to the meeting by doing any preliminary work required.
C)He should use body language to show whether he's bored; the meeting leader will appreciate his honesty.
D)He should wait to share his views after the meeting so that the meeting can move along efficiently.

Question 41

Oral and written communication skills, listening proficiency, nonverbal behaviour, and etiquette expertise are all examples of soft skills.

Question 42

Which statement does NOT accurately describe facial expressions and posture?

A)Very few people can control their facial expressions well enough to control the nonverbal messages they send.
B)Standing up straight can make a person look arrogant.
C)The expression on a communicator's face can be almost as revealing of emotion as the eyes.
D)Leaning toward a speaker suggests attraction and interest.

Question 43

Which statement best describes the importance of manners and business etiquette?

A)Good manners and professional demeanour are hard skills that employers value in employees.
B)Because you aren't born with the ability to be courteous, civil, and professional, learning these skills is difficult.
C)Employers are more likely to hire and promote someone who is courteous and professional.
D)Employers are not impressed if you look and sound professional once you get the job.

Question 44

Which of the following sends a negative nonverbal message?

A)At work, an employee wears clothing that covers her tattoos.
B)A job candidate arrives for an interview dressed in a conservative charcoal grey business suit.
C)An employee sends her colleagues an e-mail message that contains several misspellings and grammatical errors.
D)A job candidate uses a high-quality printer to make copies of her résumé and cover letter.

Question 45

Which of the following best describes nonverbal communication?

A)All nonverbal communication is unintentional.
B)Nonverbal communication refers only to body language.
C)A nonverbal message is always accompanied by spoken words.
D)We send and receive thousands of nonverbal messages every day.

Question 46

How much of what we hear do experts say that we ignore, forget, distort, or misunderstand?

A)less than 10 percent of everything we hear
B)25 percent of everything we hear
C)50 percent of everything we hear
D)75 percent of everything we hear

Question 47

Which of the following is an effective way to improve your nonverbal communication skills?

A)Ignore facial expressions and body language; instead, focus only on the verbal message.
B)Ask friends and family members to give you feedback on your nonverbal behaviour.
C)Try to avoid associating with people from diverse cultures since you might misunderstand their nonverbal messages.
D)Always try to avoid making nonverbal assessments.

Question 48

Several factors may cause poor listening habits. Which of the following is NOT one of these factors?

A)lack of training
B)large number of competing sounds and stimuli in our lives
C)physical hearing disability
D)ability to process speech faster than others can speak

Question 49

Peter was just hired as an accounting assistant and wants to make a good impression in his new position. What should he do when listening to his supervisor?

A)Peter should not ask questions because doing so may make him look ignorant.
B)Peter should show his interest by leaning forward and striving for good eye contact.
C)Peter should feel free to answer the phone if he receives a call to show how busy he is.
D)Peter should rely on his memory for the details rather than take notes to show how sharp he is.

Question 50

Which of the following statements regarding listening skills and customer service is NOT correct?

A)Listening to customers can result in increased sales and profitability.
B)Companies should hire employees who already possess good listening skills because training employees in this area is usually ineffective.
C)As the North American economy becomes increasingly service oriented, customer service becomes even more important.
D)Listening can be a strong customer acquisition and retention tool.

Question 51

Which of the following best describes the impact of workplace appearance and attire?

A)A lot of clothes in a variety of styles from casual to dramatic will make the best impression.
B)Casual dress policies have led to reduced productivity and lax behaviour in some workplaces.
C)If you're competent, it doesn't matter what you wear.
D)To make yourself stand out in the workplace, wear flashy garments and clunky jewellery.

Question 52

Which of the following is the best advice for sending professional e-mails on the job?

A)Use complete sentences and proper punctuation.
B)Use IM abbreviations to make your messages more concise.
C)Check grammar and spelling only when sending external messages to save time and increase productivity.
D)Use a lot of exclamation points to show your enthusiasm.

Question 53

Which statement best describes listening skills?

A)Most oral messages heard in a day are completely understood.
B)Most workers spend 30 to 45 percent of their communication time listening.
C)Everyone knows how to listen because listening is an automatic response to noise.
D)Listening skills become less important as one moves up the career ladder.

Question 54

Which of the following statements about etiquette in the workplace is correct?

A)Etiquette is not as important in today's fast-paced, high-tech offices.
B)Most people don't mind rudeness or poor manners because these behaviours make the workplace more interesting.
C)Bad manners and incivility are rare in today's workplace.
D)Good manners and courtesy convey a positive image of an organization.

Question 55

Which of the following is NOT a form of nonverbal communication?

A)the appearance of a business document
B)late arrival for a job interview
C)the adjectives used in a sales letter
D)a raised voice when angry or frustrated

Question 56

Stephanie is about to start her first full-time job after earning her degree and wants to appear as professional as possible. What advice would you give her?

A)She should change her e-mail address something more businesslike and professional.
B)She should use her smartphone during meetings
C)She should use slang, poor grammar, and profanity.
D)She should share personal information.

Question 57

Riley is a customer service representative and has just gone through training to improve his listening skills. Which of the following skills will make him a better listener?

A)mentally criticizing grammar, voice, tone, and speaking style to get a better sense of what the customer is like
B)tuning out what the customer is saying if he already knows the answer
C)asking clarifying questions that put him in the driver's seat of the conversation
D)dividing his attention among two or more tasks to be more productive because listening is automatic

Question 58

Which of the following statements best describes eye contact?

A)Communicators consider the eyes to be the most accurate predictor of a speaker's true feelings and attitudes.
B)Nonverbal cues, including eye contact, have identical meanings in most cultures.
C)Sustained eye contact signifies fear or stress.
D)Eye contact cannot be learned; it's an innate trait.

Question 59

Stephen will be starting a new job soon and wants to exhibit proper business etiquette in his new workplace. What is the best advice you can give him?

A)He should agree with everyone with whom he interacts.
B)He should talk about his personal relationships and finances as a way to appear human and to establish relationships with other employees.
C)He should send written thank-you notes to express sincere appreciation and praise.
D)He should tell as many jokes as possible to put his colleagues at ease.

Question 60

Alyssa wants to become a better listener in the workplace. Which of the following is the best technique she can use to improve her listening skills?

A)She shouldn't maintain direct eye contact because doing so may distract the speaker.
B)She should interrupt whenever she has an opinion on the topic to share with the speaker.
C)She should rephrase and summarize the speaker's message in her own words.
D)She should avoid asking any questions because doing so may distract the speaker.

Question 61

Having the good meeting management techniques required for face-to-face meetings is not enough to successfully manage a virtual meeting.

Question 62

Conflict is a normal part of every workplace and every team.

Question 63

Today's communication technologies allow employees to exchange ideas, brainstorm, build consensus, and develop personal relationships virtually.

Question 64

The most successful teams are made up of diverse members.

Question 65

Of the time during the workday dedicated to communication, most workers spend between 30 and 45 percent listening.

Question 66

Listening skills can be affected negatively by competing sounds and distractions.

Question 67

As meeting leader, Benjamin should always begin on time, even if some participants have not yet arrived.

Question 68

Men tend to interrupt conversations for different reasons than women.

Question 69

Most of us listen at about 75 percent efficiency.

Question 70

Good listening skills are needed for employees at every level.

Question 71

A good agenda includes any premeeting preparation expected of participants.

Question 72

Generally, teams are able to make better decisions than individuals.

Question 73

Virtual teams may be global or local.

Question 74

All teams eventually reach the final stage of team development: performing.

Question 75

Jessica's team is experiencing considerable conflict and tension as they get used to working with one another. They are most likely in the forming phase of team development.

Question 76

Unlike in face-to-face meetings, ground rules are not needed in virtual meetings.

Question 77

When following the six-step pattern for dealing with conflict, the first thing you should do is look for common ground.

Question 78

Listening to customers usually results valuable feedback and goodwill.

Question 79

A method of group decision making where group members bargain and negotiate to reach a middle ground is known as consensus.

Question 80

You are attending your first workplace meeting and want to make a good impression. You should try to take credit for everything to show how valuable you are.