Deck 2: Collaboration, interpersonal Communication, and Business Etiquette

Question 1

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

A)Norms
B)Expectations
C)Dynamics
D)Responsibilities
E)Robert's Rules of Order

Answer 1

A

Question 2

"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)wikis.

Answer 2

C

Question 3

Briefly explain why the ability to work effectively in teams is so important in business.

Answer 3

Companies look for employees who work well in teams for a number of reasons,but primarily because successful teams improve productivity,creativity,employee involvement,and even job security.Teams also involve employees in company decision making through participative management.

Question 4

A ________ usually has a long life span and typically deals with regularly recurring tasks.

A)task force
B)work group
C)committee
D)problem-solving team
E)groupthink team

Question 5

________ refers to working together to meet complex challenges.

A)Collation
B)Collaboration
C)Gathering
D)Dictating
E)Conspiring

Question 6

A hidden agenda refers to

A)a meeting agenda that is not revealed to others outside the meeting group.
B)individuals harboring motives,which they conceal from the rest of the group.
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 7

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).

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

Question 8

During the ________ of the group-development process,the members of a problem-solving team would begin to discuss their positions and become more assertive in establishing their roles.

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

Question 9

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

Question 10

As an approach to resolving conflict during team activities,a ________ proposes that both sides can satisfy their goals (at least to some extent)and seeks to minimize losses for everyone involved.

A)fair play strategy
B)lose-lose strategy
C)win-win strategy
D)break-even strategy
E)proactive behavior strategy

Question 11

When composing collaborative messages,the best strategy is to

A)assign the writing task to one person or divide larger projects among multiple writers.
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)compose as a group.

Question 12

Writing for websites often involves the use of ________,which organize and control content and support teamwork.

A)wikis
B)shared workspaces
C)word processing software
D)content management systems
E)social networks

Question 13

Groupthink refers to

A)the willingness of individual group members to withhold contrary or unpopular opinions,even when those objections are legitimate,and to favor 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 and guide the group to make its decisions.
E)putting others first instead of being selfish.

Question 14

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 15

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

Question 16

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)

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

Question 17

Which one of the following is an indication of a dysfunctional team role?

A)Encouraging
B)Compromising
C)Coordinating
D)Initiating
E)Diverting

Question 18

What are three potential disadvantages of working in teams?

Question 19

Group members who play team-maintenance roles help everyone to work better together.

Question 20

During the group development process,the ________ phase is reached when a consensus is reached and the team finds a solution that all members are willing to support.

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

Question 21

________ focuses on the process and outcomes of communication,whereas ________ delivers criticism with no guidance to stimulate improvement.

A)Intuitive feedback; rational feedback
B)Circular feedback; linear feedback
C)Open feedback; closed feedback
D)Constructive feedback; destructive feedback
E)Constructive feedback; linear feedback

Question 22

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)there isn't time for 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)members should avoid trying to reach consensus,since it is nearly impossible.

Question 23

For a formal meeting,appoint one person to record a ________ to summarize the important highlights of the meeting.

A)detailed meeting agenda
B)set of meeting minutes
C)pro-forma meeting matrix
D)list of personal impressions
E)list of key opinions

Question 24

The best time to distribute an agenda for a meeting is

A)before the meeting.
B)at the start of the meeting.
C)during the meeting.
D)after the meeting.
E)as participates arrive.

Question 25

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 26

If you're the designated leader of a meeting,

A)don't interfere if the discussion departs from the goals of the meeting.
B)allow introverted participants to disengage from the meeting.
C)try to simply act as an observer,and let the meeting "run itself."
D)allow individuals to decide their individual roles.
E)follow a predetermined agenda.

Question 27

Which of the following would be a positive,productive way of using a mobile device during an important meeting,convention,or conference?

A)using the mobile device so the speaker cannot see it
B)working on other projects while listening to the speaker
C)checking your Facebook
D)tweeting key points from a convention speech
E)answering emails

Question 28

Much of your workplace communication will occur during in-person or online meetings.If you're leading a meeting,you can help to make sure it's productive by

A)preparing carefully.
B)allowing anyone interested in the topic to attend.
C)limit participation during the meeting to supervisors.
D)minimize your participation during the meeting.
E)develop a flexible agenda.

Question 29

When planning a meeting,the group leader prepares a(n)________ of items to discuss,topics to present,or decisions to make.

A)agenda
B)shortlist
C)roster
D)proforma
E)flow chart

Question 30

Mobile devices aren't particularly useful for collaborative writing and other workplace communication projects.

Question 31

Formal meetings are conducted according to ________,a time-tested method for planning and running meetings effectively.

A)business etiquette
B)parochial protocols
C)Emily Post's Rules of Order
D)parliamentary procedure
E)majority rules

Question 32

Social networking technologies can help a company create virtual communities of practice that

A)allow employees to develop new workplace skills.
B)encourage disgruntled employees to vent their frustrations.
C)discourage socializing so that individual employees can get their work done.
D)discourage teamwork so individual employees can reach their full potential.
E)link employees to others with similar professional interests throughout the organization.

Question 33

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 for meetings with more than a dozen participants.
E)is used rarely by U.S.organizations.

Question 34

One of the main advantages of collaboration via mobile devices is

A)a record of all comments.
B)limited involvement in the brainstorming process.
C)the ability to multitask.
D)transference of fixed-web collaboration efforts.
E)flexibility.

Question 35

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.

Question 36

An important aspect of mobile communication in the workplace is ________,which integrates voice,video,instant messaging,and real-time collaboration into a single system.

A)business communication
B)unified communication
C)peripatetic communication
D)digital communication
E)real time communication

Question 37

Discuss the concept of unified communication as it applies to mobile communication and collaboration.

Question 38

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 or Facebook.
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 39

The outcome of collaborative writing is usually inferior to what a single individual can produce.

Question 40

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 41

One of the simplest forms of virtual meetings is

A)instant messaging.
B)virtual whiteboards.
C)video conferencing.
D)webinars.
E)idea campaigns.

Question 42

Once you have decided that a meeting is necessary,what four strategies can help you plan it effectively?

Question 43

The main role of the meeting leader is to be passive and let others speak without interference.

Question 44

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

A)10
B)25
C)50
D)75
E)90

Question 45

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

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

Question 46

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 47

Briefly describe at least three meeting technologies that make it easy for virtual teams to interact.

Question 48

Conducting successful virtual meetings requires ________ before the meeting and ________ during the meeting.

A)less planning; more flexibility
B)more planning; more diligence
C)less diligence; more flexibility
D)more planning; less diligence
E)more flexibility; more diligence

Question 49

To ensure participants know what is expected of them,the meeting leader should

A)email each participant with their specific task(s).
B)distribute minutes,allowing for corrections.
C)summarize the discussion,noting those who contributed major points.
D)post a sign-up sheet for all tasks that need to be accomplished.
E)include all assignments for each participant in the meeting minutes.

Question 50

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)web links

Question 51

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

A)content listening.
B)critical listening.
C)empathic listening.
D)active listening.
E)selective listening.

Question 52

The first step in the basic listening process is

A)receiving the message.
B)interpreting the message.
C)evaluating the message.
D)encoding the message.
E)decoding the message.

Question 53

The goal of ________ is to understand and evaluate a speaker's message based on elements such as logic,evidence,and validity,as well as the speaker's intentions and motives.

A)defensive listening
B)content listening
C)critical listening
D)empathetic listening
E)selective listening

Question 54

If you want to use a mobile device to take notes during a meeting,it's a good idea to let the meeting's leader know ahead of time.

Question 55

One advantage of virtual meetings is

A)the elimination of subtleties such as hand gestures.
B)the ability to conduct product demonstrations.
C)the realistic conference feel.
D)limited participants.
E)wider access to expertise.

Question 56

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)find flaws in the speaker's ideas as quickly as possible.

Question 57

The limited ability to convey nonverbal subtleties such as facial expressions and hand gestures makes ________ particularly good for negotiations,collaborative problem solving,and other complex discussions.

A)conference calls
B)telepresence
C)instant messages
D)video blogs
E)virtual whiteboards

Question 58

An effective listener tries to practice ________ in an effort to hear and understand what the other party is saying.

A)emphatic listening
B)critical listening
C)active listening
D)content listening
E)selective listening

Question 59

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 form an opinion.
E)a timesaving technique in which you ignore at least 25% of what is being said.

Question 60

Some people use ________ to tune out anything that doesn't conform to their beliefs or their self-images.

A)empathetic listening
B)constricted listening
C)egocentric listening
D)active listening
E)defensive listening

Question 61

One way to show respect for others is being on time for a meeting.This is an example of ________ as a nonverbal cue.

A)influence
B)time and space
C)gesture
D)dominance
E)pitch,pace,and stress

Question 62

Differentiate among the three primary types of listening.

Question 63

Which of the following statements about nonverbal communication is false?

A)Facial expressions are a primary means of conveying emotions.
B)A person's voice carries both intended and unintended nonverbal cues.
C)Nonverbal signals can be used to assert both authority and intimacy.
D)Mastering nonverbal signals will allow you to "read someone like a book."
E)Nonverbal communication can supplement spoken communication.

Question 64

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 65

List at least three benefits of effective listening in business.

Question 66

To overcome barriers to effective listening,the listener should

A)use selective listening.
B)rely on prejudgment.
C)limit the use of categorization.
D)interrupt often to ask questions.
E)use visualization techniques.

Question 67

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 68

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)don't forget that you can never smile too much.

Question 69

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

Question 70

In addition to conveying warmth and comfort,________ can be used to convey control.

A)time and space
B)personal appearance
C)gesture and posture
D)touch
E)facial expression

Question 71

The primary vehicle for expressing emotions is

A)facial expression.
B)gesture and posture.
C)vocal characteristics.
D)personal appearance.
E)touch

Question 72

Which of the following indicates a specific and intentional meaning when using gestures and posture as a form of nonverbal communication?

A)slouching
B)waving
C)fidgeting
D)leaning forward
E)pacing

Question 73

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

Question 74

To be a better speaker and a better listener,pay attention to

A)audience.
B)subject matter.
C)time.
D)word choice.
E)nonverbal cues.

Question 75

Especially effective in establishing dominance,________ can also regulate interaction and indicate attention or interest.

A)touch
B)posture
C)appearance
D)pace and pitch
E)eyes

Question 76

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 77

When the nonverbal signals match the spoken words,nonverbal signals can ________ a verbal message.

A)strengthen
B)weaken
C)replace
D)eliminate the need for
E)minimize

Question 78

List at least three strategies to keep your mind from wandering while listening to a speaker.

Question 79

Your ability to listen effectively will have little effect on your long-term career prospects.

Question 80

According to the theory of nonverbal communication,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 the primary vehicle for expressing emotion.