Deck 2: Mastering Team Skills and Interpersonal Communication

Question 1

Groupthink refers to

A) the willingness of individual group members to withhold contrary or unpopular opinions, even when those objections are legitimate, and to go along with majority opinion.
B) the four-step decision-making process in groups.
C) software programs that help groups make decisions.
D) the basic rules that underlie a group's behavior.
E) putting others first instead of being selfish.

Answer 1

A
Explanation: A)Groupthink occurs when peer pressures cause individual team members to withhold contrary or unpopular opinions.Like other social structures,business teams can generate tremendous pressures to conform with accepted norms of behavior.The result can be decisions that are worse than the choices the team members might have made individually.Groupthink is not about a 4-step process,software,basic rules,or putting others first.

Question 2

The primary difference between constructive feedback and destructive feedback is

A) constructive feedback is focused on the people involved.
B) destructive feedback is focused on the process and outcomes of communication.
C) constructive feedback can hurt people's feelings.
D) destructive feedback delivers criticism with no guidance for improvement.
E) constructive feedback includes a threat of consequences for failure.

Answer 2

D
Explanation: D)Constructive feedback sometimes called constructive criticism focuses on the process and outcomes of communication,not on the people involved.Destructive feedback delivers criticism with no guidance to stimulate improvement.The other answers are the opposite of what constructive and destructive feedback are about.

Question 3

You and several coworkers serve on a task force charged with updating the company personnel policy manual.To proceed effectively,you should concentrate on

A) pointing out as many typos, misspellings, and grammatical errors as possible.
B) ensuring that all members have a clear and shared sense of purpose.
C) making other team members feel good.
D) making the manual as long as possible (to let everyone know you are serious).
E) doing all of the above.

Answer 3

B
Explanation: B)Characteristics of effective teams: have a clear objective and shared sense of purpose,have a sense of trust,communicate openly and honestly,reach decisions by consensus,think creatively,and know how to resolve conflict.Effective teams are not about pointing out grammatical mistakes,making other members feel good,or making the manual as long as possible.

Question 4

Social networking technologies are designed to

A) discourage employees from socializing at work.
B) help dissatisfied employees find better jobs.
C) discourage teamwork so individual employees can reach their full potential.
D) help employees respect the distinction between personal time and work.
E) do none of the above.

Question 5

When it comes to overcoming resistance in groups,it is a good idea to

A) avoid all conflict in the first place.
B) hold off dealing with minor problems until the conflict becomes major.
C) deal directly with resistance.
D) encourage participants to repress their emotions about the situation.
E) make an example of one team member by expelling him or her from the team.

Question 6

Only one sales representative can go to the conference in Hawaii,but both Susan and Sean want to go.After much discussion and arguing,they draw straws and Susan gets the trip.This is an example of

A) a win-lose situation.
B) the five-step decision-making process.
C) the best way to deal with a conflict.
D) a lose-lose situation.
E) all of the above.

Question 7

At the last staff meeting,someone suggested that using parliamentary procedure would help make the meetings more efficient.To learn more about parliamentary procedure,which of the following should you consult?

A) SEC Standards of Ethics
B) Robert's Rules of Order
C) Generally Accepted Accounting Principles
D) Fundamental Meeting Management
E) Congressional Meeting Policies and Procedures

Question 8

Use of parliamentary procedure

A) tends to slow meetings down.
B) contributes to dissent among participants.
C) helps meetings run more smoothly.
D) is only useful only for meetings with more than a dozen participants.
E) is a longstanding tradition in Europe, but has not caught on in the U.S.

Question 9

One member of a task force on which you serve is particularly good at helping other members get along and work through their differences.This individual plays a(n)________ role.

A) team-maintenance
B) task-oriented
C) self-oriented
D) coordinating
E) empathic

Question 10

A meeting agenda

A) is a formality that most groups skip these days.
B) should be circulated before the meeting, providing participants with enough time to prepare.
C) should be general rather than specific.
D) is only a guideline, and deviations are common and expected.
E) should be distributed no sooner than the start of the meeting.

Question 11

The key to a productive meeting is careful planning that addresses

A) its purpose.
B) its participants.
C) its location and agenda.
D) none of the above.
E) all of the above.

Question 12

When composing collaborative messages,the best strategy is to

A) avoid composing as a group.
B) begin by letting all members "do their own thing" and then seeing what they all produce.
C) let all members use their own preferred software.
D) make the team as large as possible so that every possible area of expertise will be covered.
E) insist that no one is leaving the room until the task is complete.

Question 13

A hidden agenda refers to

A) a meeting agenda that is not revealed to others outside the meeting group.
B) individuals' private, counterproductive motives.
C) an agenda that members must look for before they can attend a meeting.
D) an approach to group dynamics that helps facilitate group functioning.
E) an agenda that is not shared until the meeting begins.

Question 14

Which of the following is not a way teams help organizations to succeed?

A) Increase information and knowledge
B) Increase groupthink among members
C) Increase performance levels
D) Increase diversity of views
E) Increase acceptance of a solution.

Question 15

The first phase that a new team typically goes through is

A) conflict.
B) reinforcement.
C) orientation.
D) brainstorming.
E) intensification.

Question 16

________ are informal standards of conduct that team members share.

A) Group maintenance roles
B) Rules of parliamentary procedure
C) Group norms
D) Robert's Rules
E) Group dynamics

Question 17

"Virtual offices" that give everyone on a team access to the same set of resources and information are called

A) instant messaging software.
B) videoconferencing systems.
C) shared workspaces.
D) extended databases.
E) none of the above.

Question 18

Group members who are motivated mainly to fulfill personal needs play a(n)________ role.

A) team-maintenance
B) task-oriented
C) self-oriented
D) coordinating
E) empathic

Question 19

When conducting a meeting

A) if some people are too quiet, leave them alone; they probably have nothing to contribute.
B) if some people dominate the conversation, let them do so, since they are probably the most knowledgeable attendees.
C) try to simply act as an observer, and let the meeting "run itself."
D) allow only one comment on each issue-otherwise discussion can take too long.
E) do none of the above.

Question 20

In participative management

A) employees are involved in the company's decision making.
B) all top-level managers participate in profit sharing.
C) teams are discouraged in favor of individual achievement.
D) an authoritarian management model is used.
E) managers have exclusive control.

Question 21

Which of the following is not an important consideration related to etiquette in the workplace?

A) The clothing you wear to work
B) Your grooming habits
C) Your telephone skills
D) Your height and weight
E) Your behavior

Question 22

When introducing yourself to someone in a business context,you should always include a brief description of

A) one of your personal interests or hobbies.
B) your role in the company.
C) your company's history.
D) your greatest accomplishment.
E) all of the above.

Question 23

A reliable employee you supervise has come to speak with you about a leave of absence related to personal issues.To understand her feelings and needs,you should engage in ________ listening.

A) content
B) empathic
C) critical
D) sustained
E) defensive

Question 24

During the ________ phase of group development,the team clarifies and summarizes the agreed-upon solution,and team members receive their assignments for carrying out the group's decision.

A) orientation
B) conflict
C) brainstorming
D) emergence
E) reinforcement

Question 25

"Dream teams" composed of multiple superstars

A) always perform better than other teams.
B) often yield disappointing results because members struggle to put team needs above their own.
C) are much easier to lead.
D) are usually so successful that it hurts morale among the organization's other teams.
E) are easier to assemble than other teams.

Question 26

The two most common reasons for unsuccessful teamwork are

A) inadequate training and unclear goals.
B) difficult people and overwhelming workloads.
C) unreasonable deadlines and poor leadership.
D) lack of trust and poor communication.
E) poor technology and conflicting schedules.

Question 27

Which of the following meeting technologies would be most effective for negotiations,collaborative problem solving,and other complex discussions?

A) Instant messaging
B) Teleconference
C) Telepresence
D) Wiki
E) None of the above

Question 28

The first step in the basic listening process is ________ the message.

A) receiving
B) interpreting
C) evaluating
D) encoding
E) decoding

Question 29

When receiving business-related phone calls,

A) you should use frequent verbal responses (such as, "I see") to show that you are listening.
B) it is impolite to say things such as, "I understand" while the other person is speaking.
C) it is perfectly acceptable to put the caller on hold without explanation.
D) your primary goal should be to get off of the phone (and back to work) as quickly as possible.
E) do none of the above.

Question 30

A new co-worker from Russia asks you about North American greeting customs.You should explain that in most business contexts,

A) women are expected to shake hands differently than men.
B) it is not necessary to stand up before shaking hands if you are already seated.
C) shaking hands is now widely regarded as an outdated custom.
D) a firm handshake is expected when two people meet.
E) it is acceptable to shake hands using either the left or right hand.

Question 31

The interactions and processes that take place among the members of a team are known as

A) group norms.
B) groupthink.
C) group dynamics.
D) groupware.
E) group functionality.

Question 32

If you are engaging in critical listening,your goal is to

A) understand and retain information.
B) understand the speaker's feelings, needs, and wants.
C) evaluate the logic and validity of the message.
D) appreciate the speaker's point of view.
E) criticize the speaker's ideas as promptly as possible.

Question 33

Cross-functional teams

A) are rare, and generally less effective than other types of teams in business.
B) are vulnerable to tensions, since the diversity of opinions and experiences they bring together.
C) consist of employees from the same department, tasked with addressing a wide array of issues.
D) are effective only in large organizations.
E) should never contain more than three members, if they are to be effective.

Question 34

Touch

A) is the least important form of nonverbal communication.
B) is the great equalizer, putting people of different status on the same footing.
C) should be completely avoided in all business situations.
D) is governed by cultural customs that establish who can touch whom and when.
E) is a universal language, consistent in meaning from culture to culture.

Question 35

Within 48 hours,people tend to forget approximately ________ percent of what was said in a 10-minute conversation.

A) 1
B) 10
C) 50
D) 90
E) none of the above

Question 36

Using mobile phones during meetings is

A) routine in today's high-tech workplace.
B) now restricted or prohibited in many organizations.
C) an effective way to show your professionalism.
D) almost always acceptable, as long as your phone is in silent mode.
E) all of the above.

Question 37

In part,poor listening occurs because listeners

A) can think faster than speakers can speak.
B) concentrate on each word the speaker says, rather than the overall point.
C) are unable to think originally.
D) cannot process words and phrases as quickly as speakers can say them.
E) do all of the above.

Question 38

If you are listening mainly to understand the speaker's message,you are engaging in ________ listening.

A) content
B) critical
C) empathic
D) active
E) defensive

Question 39

Selective listening refers to

A) a highly focused form of listening.
B) letting one's mind wander until something personally relevant is said.
C) a form of defensive listening.
D) listening only long enough to get a word in edgewise.
E) a time-saving technique in which you purposely ignore at least 25% of what a speaker says.

Question 40

When it comes to online etiquette,

A) spelling, punctuation, and capitalization are not important.
B) do not assume that people are available to discuss work matters around the clock.
C) avoiding "flames" is really all that matters.
D) you can rest assured that there's almost nothing you can do that will offend your audience.
E) you should expect a prompt response to email messages, even when you send them on the weekend or in the middle of the night.

Question 41

One characteristic of effective teams is that one leader tends to take charge and make all the major decisions.

Question 42

When it comes to nonverbal communication,

A) culture does not influence how signals are interpreted.
B) the sender-rather than the receiver-gets to determine what signals mean.
C) it pays to be careful, since others might interpret things very differently than you intended.
D) eye contact is a universal symbol of respect.
E) one rule of thumb is that you can never smile too much.

Question 43

When working in teams,getting your point across

A) is simply a matter of making a strong argument.
B) should always be abandoned if you think it might offend someone else on the team.
C) must be your primary goal, even if it means holding up team progress.
D) is easier when you wait until others are ready to hear your arguments.
E) should be done aggressively, since it's important to let everyone know you're in charge.

Question 44

Active listening involves

A) thinking of what you will say next while others are speaking.
B) playing "devil's advocate" and thinking of ways to disagree, even before the other person has finished speaking.
C) making a conscious effort to truly hear and understand what the other party is saying.
D) allowing your mind to multitask while others are speaking.
E) working to overhear coworkers' conversations, even if they are unaware that you are listening.

Question 45

Teams usually achieve lower performance levels than what would have been accomplished by the members working independently.

Question 46

When a team that has never worked together collaborates on communication efforts,

A) it's important to give members time to bond before getting down to business.
B) you don't have time to have team members get to know one another--work should begin immediately.
C) you should expect poor results.
D) members should always meet in person and never rely on meeting technologies.
E) they should avoid trying to reach consensus, since it is nearly impossible.

Question 47

The primary difference between a standard wiki and an enterprise wiki system is

A) standard wikis offer superior control of information and confidentiality.
B) enterprise wiki systems are available free of charge.
C) standard wikis do not have a "sandbox" feature.
D) enterprise wiki systems offer additional features for business use.
E) standard wikis offer change monitoring alerts, but enterprise wiki systems do not.

Question 48

Based on the expectations of today's younger employees,listening skills

A) have become even more vital for managers.
B) have become less important than in years past, when face-to-face interaction was more prevalent.
C) now rank low on the list of what employees look for in job candidates.
D) are still important, but only for managers.
E) have become less of an emphasis in leading U.S. business schools.

Question 49

Solving a temporary problem involving office renovations would call for the formation of a task force rather than a committee.

Question 50

Conducting successful meetings by phone or online

A) is much easier than doing so face-to-face.
B) is virtually impossible.
C) dramatically reduces the distractions participants must overcome.
D) requires extra planning before the meeting and more diligence during the meeting.
E) eliminates the need for anyone to take minutes.

Question 51

Group members who play task-oriented roles are motivated to fulfill personal needs,so they tend to be less productive than other members.

Question 52

Using mnemonics (such as acronyms or rhymes)to help remember important information shared during a meeting

A) is a waste of time.
B) works only if you have special training.
C) requires that you stop everyone from speaking so you can repeat what you hope to remember.
D) can be a useful strategy.
E) is far more effective than writing the information down.

Question 53

Conflict between persons or groups in an organization is always destructive and must be avoided at all costs.

Question 54

In the phenomenon of groupthink,the team may arrive at poor-quality decisions and even act unethically.

Question 55

Teams that have interpersonal friction

A) are doomed to failure.
B) can excel with effective leadership and team players committed to strong results.
C) can succeed, but only on relatively minor projects.
D) are very rare, and almost never present problems in today's environment.
E) need to learn that teamwork requires happiness and harmony.

Question 56

A team consists of two or more people who share a mission and the responsibility for working to achieve their goals.

Question 57

In productive teams,conflict is always handled politely-regardless of how strongly team members feel about their viewpoints.

Question 58

Despite the advantages of teamwork,the costs can be high.

Question 59

Cross-functional teams perform several roles,but contain employees from the same department or division.

Question 60

An extranet is

A) a web monitoring tool that provides an "extra net" of protection against malware and viruses.
B) a restricted website available to employees and to outside parties by invitation only.
C) another name for a social network such as LinkedIn.
D) another name for the hidden internet, which standard search engines do not reach.
E) a network tool that allows employers to "ping" website users and monitor their activity.

Question 61

Cloud computing offers little that can affect how teams conduct virtual meetings.

Question 62

To resolve conflicts successfully,it is helpful to get opponents to fight together against an "outside force" (such as increased competition)instead of against each other.

Question 63

The use of time and space can send powerful nonverbal signals.

Question 64

The goal of ________ listening is to evaluate the logic,conclusions,and other aspects of the message.

Question 65

Selective listening is an important skill for professionals,since it helps them filter out information that is not relevant to their jobs.

Question 66

A wiki is a website that allows anyone with access to add new material and edit existing material in collaborative documents.

Question 67

Dealing directly with resistance is never good for team maintenance.

Question 68

Group ________ are informal standards of conduct that members share and that guide member behavior.

Question 69

Although virtual meetings have become popular,evidence suggests that companies do not save much money by utilizing them.

Question 70

The primary goal of empathic listening is to solve the speaker's problem.

Question 71

When conducting business over a meal,you should wait to bring out business papers until after the entrée plates have been removed.

Question 72

If you are trying to solve a problem or make a decision,the more people in your meeting the better.

Question 73

________ management is a way of involving employees in the company's decision making.

Question 74

Good listeners specialize in one of the three types of listening and apply it to nearly all situations.

Question 75

In the ________ phase of team evolution,team members reach a decision and find a solution that is acceptable enough for all members to support (even if they have reservations).

Question 76

When it comes to personal appearance in the workplace,it's best to match your style to the expectations of your organization.

Question 77

The goal of content listening is to evaluate the logic,validity,and implications of a message.

Question 78

________ procedure is a time-tested method for planning and running effective meetings.

Question 79

Unlike with verbal language,the meanings of nonverbal signals are consistent across cultures.

Question 80

With collaborative writing,the usual outcome is a document that is inferior to one that would have been produced by a single individual.