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

Question 1

A committee has been formed to study the feasibility of starting a wellness program. The members have just 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

Answer 1

C

Question 2

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.

Answer 2

A

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)All of these choices

Answer 3

A

Question 4

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 5

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 6

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 7

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 8

Melinda has agreed to be a team leader in her organization and wants to make sure that the team is ethically responsible. What advice would you give her? 

A)Make sure that the team represents her organization's view.
B)Respect the organization's privileged information.
C)Avoid advocating actions that would endanger members of society at large.
D)Sarah should do all of these as team leader.

Question 9

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)use e-mail, social media, and other technology to communicate.
D)let the group leader make all decisions.

Question 10

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 11

Claudia is putting together a team to brainstorm product development ideas. Because she wants her team to be successful, the team should 

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 12

Samuel knows that his soft skills will be evaluated during his job interview. Which of the following skills should he practice to prepare for his interview? 

A)Shaking hands appropriately 
B)Exhibiting posture that shows confidence and professionalism 
C)Speaking clearly and maintaining good eye contact 
D)All of these choices

Question 13

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 14

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)Morgan should do all of these.

Question 15

Select the most accurate statement about 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 16

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

Question 17

What is the least accurate statement about workplace teams? 

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

Question 18

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 19

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 20

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

Question 21

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)Generate a list of important but divergent topics that should 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)Kick anyone out who monopolizes the conversation.

Question 22

Which of the following statements about virtual meetings is most accurate? 

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 23

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 24

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 25

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 26

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)Telling participants not to multitask during the meeting 
D)All of these are typical virtual meeting ground rules.

Question 27

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 28

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

A)Communicate openly and listen carefully.
B)Confront conflict frankly.
C)Follow the agenda.
D)All of these are typical meeting ground rules.

Question 29

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)Make sure the technology being used is accessible to all meeting participants.
B)Set the meeting time using Coordinated Universal Time (UTC).
C)Decide what language will be used.
D)Khalida should do all of these.

Question 30

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)Five or fewer 
C)Ten or fewer 
D)30 or fewer

Question 31

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 32

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

A)Give just one summary at the end to avoid wasting time.
B)Avoid asking specific questions of specific people as this might intimidate them.
C)Leave time before or after the scheduled virtual meeting for small talk.
D)Nasim should do all of these.

Question 33

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 34

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)Brent should do all of these.

Question 35

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)No one should leave the meeting without a full understanding of what was accomplished.

Question 36

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 37

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 38

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 39

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)Use body language to show whether he's bored; the meeting leader will appreciate his honesty.
D)Wait to share his views after the meeting so that the meeting can move along efficiently.

Question 40

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 41

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 42

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)All of these choices are effective ways to improve your nonverbal communication skills.

Question 43

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 44

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 45

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 46

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 47

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)All of these choices are accurate statements.

Question 48

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)Agree with everyone with whom he interacts.
B)Talk about his personal relationships and finances as a way to appear human and to establish relationships with other employees.
C)Send written thank-you notes to express sincere appreciation and praise.
D)Tell as many jokes as possible to put his colleagues at ease.

Question 49

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 50

Which of the following is the most accurate statement about etiquette and courtesy in today's workplace? 

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 behaviors make the workplace more interesting.
C)Bad manners and incivility are rare in today's workplace.
D)Etiquette is more about attitude than about formal rules of behavior.

Question 51

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 52

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 53

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 54

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 55

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 56

Which of the following sends the least positive nonverbal message? 

A)An employee wears clothing that covers her tattoos to work.
B)A job candidate arrives for an interview dressed in a conservative charcoal gray 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 57

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)Change her current e-mail address, which is [e-mail], to something more businesslike and professional.
B)Use her smartphone during meetings only for meeting-related purposes.
C)Avoid slang, poor grammar, and profanity.
D)All of these choices will help Stephanie appear more professional.

Question 58

Which of the following statements about listening to customers is least accurate? 

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 U.S. economy becomes increasingly service oriented, customer service becomes even more important.
D)Listening can be a strong customer acquisition and retention tool.

Question 59

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

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 60

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 61

Good listening skills are needed for employees at every level.

Question 62

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

Question 63

Most of us listen at about 75 percent efficiency.

Question 64

The most successful teams are made up of diverse members.

Question 65

Virtual teams may be global or local.

Question 66

Generally, teams are able to make better decisions.

Question 67

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

Question 68

A good agenda includes any premeeting preparation expected of participants.

Question 69

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

Question 70

Listening to customers usually results in increased sales and profitability, as well as improved customer retention.

Question 71

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

Question 72

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.

Question 73

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

Question 74

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

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

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

Question 77

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

Question 78

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 79

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

Question 80

A major problem with virtual meetings is that words and tone can be easily misinterpreted.