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

Question 1

Listening in a college classroom is more challenging than listening on the job.

Answer 1

False

Question 2

Eye contact has the same in meaning in all cultures.

Answer 2

False

Question 3

Eye contact,facial expressions,body movements,space,time,distance,and appearance are all examples of nonverbal communication.

Answer 3

True

Question 4

The use of examples and simple language are important in virtual meetings to optimize understanding in the absence of facial expressions.

Question 5

A good agenda includes any premeeting preparation expected of participants.

Question 6

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 7

Alexis is listening to her colleague and must judge and evaluate what he is saying.She is listening to decide whether her colleague's message is fact,fiction,or opinion.Sharon is engaging in discriminative listening.

Question 8

Virtual teams may be global or local.

Question 9

Because e-mail is an informal communication tool,it's not necessary to check your messages for correct spelling,grammar,and punctuation.

Question 10

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

Question 11

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

Question 12

Most of us listen at about 75 percent efficiency.

Question 13

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

Question 14

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

Question 15

Soft skills such as listening,writing,and speaking are most likely to determine hiring and career success.

Question 16

Taking notes during a presentation or lecture can cause you to miss something or seem rude,so it should be avoided.

Question 17

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

Question 18

Diversity is an important component of successful teams.

Question 19

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

Question 20

Conflict is a normal part of every workplace and every team.Confrontation during conflict can be effective as long as it is task oriented.

Question 21

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 favors.

Question 22

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.Because members use technology to stay connected,Malcolm is part of a

A)departmental team.
B)cross-functional team.
C)virtual team.
D)self-directed team.

Question 23

Teams should strive for groupthink​so that they can make decisions more quickly.

Question 24

Awareness of gender differences can help you become a more sensitive and knowledgeable listener.​

Question 25

Minimizing speakerphone use and avoiding the use of heavy perfumes or colognes are examples of respecting coworkers' space.

Question 26

What is the mostaccurate statement about workplace teams?

A)Team members are less resistant to change if they are part of the decision making.
B)Decisions reached by teams usually get less buy-in than decisions reached individually.
C)Effective teams often take longer to solve problems.
D)Team members experience greater individual risk.

Question 27

The final stage of team development is norming.

Question 28

A meeting is not an effective choice of communication tool if your sole purpose is to share information.​

Question 29

The most effective groups and teams have members who are willing to

A)establish rules and abide by those rules.
B)do everything necessary to avoid conflict.
C)keep their opinions to themselves.
D)let the group leader make the decisions.

Question 30

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 31

When determining what to wear to an interview,it is acceptable to call ahead and ask ​the interviewer or receptionist what is appropriate for that organization.

Question 32

Regularly using your cell phone during meetings​ can build your credibility because it shows that you are good at multitasking.

Question 33

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

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

Question 34

Businesses form teams because teams make better decisions,respond faster,and

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

Question 35

Etiquette expertise,effective nonverbal messages,and oral communication skills are all examples of _____.

A)soft skills
B)hard skills
C)workplace challenges
D)​skill gaps

Question 36

Maria,a banking executive,gives a job candidate a detailed interview​ and a walking tour of the facility.By sharing her time in this way,she is sending a positive nonverbal message.

Question 37

​Nonverbal communication signals do not apply to written messages.

Question 38

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)All of these choices

Question 39

An effective meeting agenda should not include a proposed allotment of time for each topic because it can limit the discussion and therefore productivity.​

Question 40

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 her ideas with other team members,even if they might not be adopted.
D)Bring a list of ground rules she has established to the first meeting.

Question 41

Khalida is responsible for planning a virtual meeting with participants on three different continents.Prior to the meeting,she should make sure the technology being used is accessible to all participants,distribute materials that will be discussed,and ________.

A)determine the time of day most convenient for her
B)determine whether any participants may need coaching on the technology
C)​encourage participants to log in two to three minutes before the meeting time
D)​set the meeting time for her geographic time zone

Question 42

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 43

Which of the following statements about meeting agendas is most accurate?

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 44

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 counseling.
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 45

Typical ground rules for meetings include communicating openly,being supportive,listening carefully,participating fully,following the agenda,and ________.

A)limiting the number of questions each person will ask
B)confronting conflict frankly
C)allowing cell phone use for multitasking
D)inviting guests from other departments

Question 46

During a meeting Matthew and Jennifer 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 47

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 48

Which of the following statements about conflict is most accurate?

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 49

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

A)Decision makers and people with the information necessary to make the decision
B)Representatives of groups who will be affected by the decision
C)People responsible for implementing the decision
D)Sam should invite all of these.

Question 50

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.Allan should

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 51

Which of the following statements about ending a meeting is most accurate?

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)All participants should leave the meeting with a full understanding of what has been accomplished.

Question 52

Alfonso 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)Keep his smartphone on so that he doesn't miss an important call during the meeting.
B)Come prepared to the meeting by doing any preliminary work required.
C)Keep his comments and questions limited to his own personal sales numbers.
D)Wait to share his views after the meeting so that the meeting can move along efficiently.

Question 53

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

A)Recap and summarize often throughout the meeting.
B)Avoid asking questions of specific people as this might intimidate them.
C)Keep summarizing to a minimum to save time.
D)Avoid small talk or introductions since people regard them as a waste of time.

Question 54

Renzo uses his computer to access an online meeting room where he takes part in meetings with his department members.In this meeting room,participants are able to present PowerPoint slides and Word documents,share spreadsheets,demonstrate products,visit Web pages,and use a white board.Renzo and his colleagues are using what type of collaboration technology?

A)Audioconferencing
B)Web conferencing
C)Instant messaging
D)A blog

Question 55

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

A)Outlining the procedure for asking and answering questions
B)Reminding participants to turn off all phones,alarms,and electronic reminders
C)Asking participants not to multitask during the meeting
D)All of these are typical virtual meeting ground rules.

Question 56

Select the most accurate statement about meetings.

A)Most people regard meetings as favorable and productive.
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 57

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 16 departments
B)All employees so that no one feels excluded
C)Five or fewer
D)Ten or fewer

Question 58

Brent will be leading a committee meeting and wants to make sure it is effective and efficient.What should Brent 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)Limit each topic to five minutes.

Question 59

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 60

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)Say as much as possible during the meeting.
B)Move divergent topics to a separate list to be discussed later.
C)Not worry so much about time;the most important thing is to make sure that all agenda items are discussed fully.
D)Ask anyone who monopolizes the conversation to leave.

Question 61

People trained in listening to customers ______.

A)give few,if any,verbal responses
B)interrupt frequently to share their knowledge
C)try to understand the nuances of meanings plus the facts
D)focus primarily on facts and specific bits of information

Question 62

Which of the following statements most closely reflects an attitude of etiquette?

A)People must treat others nicely in order to keep their jobs.
B)Most people don't mind rudeness or poor manners because they know that work is demanding.
C)A list of rules of etiquette posted in a workplace would be offensive to most people.
D)Most of us like to work in a pleasant environment where people feel comfortable and valued.

Question 63

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 64

Which of the following statements about manners and business etiquette is most accurate?

A)Good manners and professional demeanor 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)You should never express disagreement with a coworker.

Question 65

Elizabeth spends a lot of time listening to her colleagues during meetings.Because she must remember what they say,she is always careful to identify main ideas and recognize the purpose of their messages.Elizabeth is engaging in

A)discriminative listening.
B)critical listening.
C)lag time.
D)supportive listening.

Question 66

Leaning forward,maintaining eye contact,and listening to more than a person's spoken words are ways to show that you are

A)capitalizing on lag time
B)​aware of gender differences
C)​separating facts from opinions
D)actively involved

Question 67

Positive nonverbal messages include all but which of the following?

A)Expressing warmth with frequent smiles
B)Producing careful,neat,professional,well-organized messages
C)Responding rapidly even though the message may have a few errors
D)Conveying self-confidence with erect posture

Question 68

Richard is attending an important board meeting with his colleagues to discuss future plans for the company.Many ideas are being presented,and Richard is carefully judging and evaluating what he is hearing.He is also listening to decide whether the speaker's message is fact,fiction,or opinion.Richard is engaging in

A)discriminative listening.
B)critical listening.
C)lag time.
D)supportive listening.

Question 69

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

A)The appearance of a business document
B)Showing up late for a job interview
C)The adjectives used in a sales letter
D)Raising one's voice when angry or frustrated

Question 70

Which of the following statements about time and space is the most accurate?

A)Arriving late to a meeting shows that you are an important,busy person.
B)Punctuality is valued and respected all over the world.
C)How we structure and use time tells observers about our personality and attitudes.
D)Generally,the more formal the arrangement of furniture in an office or meeting room,the more open the communication environment.

Question 71

Which of the following statements about facial expressions and posture is the mostaccurate?

A)Most people can control their facial expressions well enough to control the nonverbal messages they send.
B)Standing up straight sends a message of confidence,competence,diligence,and strength.
C)Words carry more weight than facial expressions and posture.
D)Leaning toward a speaker suggests confrontation.

Question 72

When your department head Ms.Westlake arranges chairs informally in a circle during a meeting,what kind of message is she sending?

A)A nonverbal message that she is encouraging an open,egalitarian exchange of ideas
B)A nonverbal message that she prefers to be separated from others
C)A nonverbal and verbal message regarding her aloofness and preference for restricted communication
D)A verbal message that she is wary of visitors and indifferent to communication

Question 73

Which of the following statements about listening is most accurate?

A)Listening is a hard skill that can determine hiring and career success.
B)Three quarters of high-quality communication involves 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 74

Select the most accurate statement about 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 75

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

Question 76

Which is the most accurate statement about 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)Nonverbal messages in some situations speak louder than the words spoken.

Question 77

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

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

Question 78

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

A)Mentally criticize grammar,voice,tone,and speaking style to get a better sense of what the customer is like.
B)Tune out what the customer is saying if you already know the answer..
C)Remain silent for a few seconds after a customer finishes to be sure the thought is completed.
D)Because listening is automatic,divide your attention among two or more tasks to be more productive.

Question 79

Which of the following is the most accurate statement about your workplace appearance and attire?

A)When building your workplace wardrobe,buy as many outfits as possible.
B)Casual dress policies have led to reduced productivity and lax behavior 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 jewelry.

Question 80

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 behavior.
C)Try to avoid associating with people from diverse cultures since you might misunderstand their nonverbal messages.
D)Broaden your computer skills to include programming.