Deck 11: Communicating in the Workplace

Question 1

Sophia, an American, met her new boss from the U.K. for the first time and said, "Hello, Simon. Welcome to the team! How long have you been in the States? They must have offered you a lot of money for you to move all the way here, huh?" Which of the major mistakes to avoid at work did Sophia make?

A) Making fun of people
B) Oversharing
C) Overlooking cultural differences
D) Gossiping

Answer 1

C

Question 2

Gavin likes to talk to his coworkers about his political views. Many coworkers are troubled by his talk. What advice should be given to Gavin?

A) Don't make fun of people.
B) Don't overshare.
C) Don't overlook cultural differences.
D) Don't gossip.

Answer 2

B

Question 3

Good communicators can flourish in the workplace. Social scientists have labeled this skill _______, the capacity to behave appropriately and effectively negotiate complex social relationships and environments.

A) management
B) effective leadership
C) upward communication
D) social intelligence

Answer 3

D

Question 4

After Will had been in his new job for a year, he believed he was completely in control of everything he had to do and was praised by his bosses. When he started taking things for granted, and focusing only on "the big picture," as he put it, because the small details were not really worth his time, he got into problems with his manager. He sent her an angry email, telling her exactly what he thought of her. As a result, he was fired. Which two pieces of advice should Will have heeded?

A) It's an error to do less than your best, and to lose your cool.
B) It's an error to lose your cool, and to fixate on a mistake.
C) Always develop camaraderie, and don't convey sensitive information electronically.
D) It's an error to overshare, and to overlook cultural differences.

Question 5

When you have everyone on your team agree on clear guidelines for high-quality work, and provide feedback at each step, you are implementing which guideline to guarantee that all team-members are doing their fair share of the work?

A) Guard against burnout.
B) Don't overlook poor performance.
C) Focus on quality.
D) Match the goal to the group size.

Question 6

DeAnna is the supervisor for the engineering team at her company. A task comes down from her leadership to allocate funding by noon that day. She decides that she doesn't have time to discuss this with the team, so she allocates the money where she sees fit. What management approach does this best exemplify?

A) Impoverished
B) Country club
C) Middle-of-the-road
D) Authority-obedience

Question 7

The principle of _______ holds that a leader's style should change with the circumstances.

A) trait theories of leadership
B) situational leadership
C) empowerment
D) authority-obedience

Question 8

More than 2,000 years ago, Aristotle proclaimed, "From the hour of their birth some are marked out for subjugation, and others for command." This is a radical expression of _______, sometimes labeled as the "great man" or "great woman" approach.

A) trait theories of leadership
B) situational leadership
C) empowerment
D) transformational leadership

Question 9

Adrienne is part of the senior management team at a company in which-since her appointment-both morale and client-satisfaction have dramatically improved. Among her driving principles are the ideas that people work better when they are both motivated and empowered to reach their goals, that each team member must contribute fully, and that when she has to make a key decision, everyone knows why she is making it. She is a useful example of how _______ works.

A) being assertive but not aggressive
B) situational leadership
C) the "great woman" approach to leadership
D) transformational leadership

Question 10

Gustav works with a difficult boss. His boss is a micromanager, so he often invites her input because he realizes there is little he can do to change her behavior. He often gratuitously complains about her behavior to his coworkers. Even though she is often negative, Gustav remains positive in the way he communicates towards her. What is the best way that he could respond to his difficult boss more appropriately?

A) By adapting to her
B) By seeking advice from others
C) By trying to avoid the situation
D) By getting another job

Question 11

Gustav works with a difficult boss. His boss is a micromanager, so he often invites her input because he realizes there is little he can do to change her behavior. He often gratuitously complains about her behavior to his coworkers. Even though she is often negative, Gustav remains positive in the way he communicates towards her. Which part of this description shows Gustav maintaining a professional demeanor?

A) His boss is a micromanager.
B) He realizes there is little he can do to change her behavior.
C) He often gratuitously complains about her behavior to his coworkers.
D) Even though she is often negative, Gustav remains positive in the way he communicates towards her.

Question 12

Gustav works with a difficult boss. His boss is a micromanager, so he often invites her input because he realizes there is little he can do to change her behavior. He often gratuitously complains about her behavior to his coworkers. Even though she is often negative, Gustav remains positive in the way he communicates towards her. Which part of this description shows that Gustav has learned to adjust his expectations?

A) His boss is a micromanager.
B) He realizes there is little he can do to change her behavior.
C) He often gratuitously complains about her behavior to his coworkers.
D) Even though she is often negative, Gustav remains positive in the way he communicates towards her.

Question 13

If you eventually realize that you need to discontinue working for a particular company, and are aware that it is important to do so without making a bad impression, what elements should your resignation letter include?

A) A diplomatic explanation of why you are leaving and a no-holds-barred opinion of your manager(s).
B) The planned date of departure and details of the next company you will be working for.
C) The planned date of departure and a no-holds-barred opinion of your manager(s).
D) A diplomatic explanation of why you are leaving and a statement of appreciation for what you have learned on the job.

Question 14

This type of power comes from the perception of value of what team members know or can do.

A) Expert power
B) Connection power
C) Reward power
D) Coercive power

Question 15

This type of power is in operation when others are influenced by the granting or promise of desirable consequences.

A) Expert power
B) Connection power
C) Reward power
D) Coercive power

Question 16

This type of power comes from the respect, liking, and trust others have for a member.

A) Expert power
B) Connection power
C) Coercive power
D) Referent power

Question 17

This type of power arises from the threat or actual imposition of unpleasant consequences.

A) Expert power
B) Connection power
C) Coercive power
D) Referent power

Question 18

Eduardo is great at developing relationships with new people. This comes in handy at his job because the people he builds relationships with often bring business to their company. This is an example of _______ power.

A) expert
B) connection
C) reward
D) coercive

Question 19

Chandra knows that if she makes a mistake on the supply budget again, her boss will likely fire her. This is an example of _______ power.

A) expert
B) connection
C) reward
D) coercive

Question 20

Vivian listens to her co-workers and also presents her own ideas clearly and effectively. As a result, she is admired and liked by members of her team, who are always willing to go along with her proposals. This is an example of _______ power.

A) expert
B) legitimate
C) reward
D) referent

Question 21

A limited number of people whose members interact with one another over time in order to reach goals is called a

A) forum.
B) chain network.
C) focus group.
D) small group.

Question 22

The degree to which members feel connected with and committed to their group is called

A) identity.
B) enthusiasm.
C) balance.
D) cohesiveness.

Question 23

The outcomes members collectively seek by joining together are called _______ goals.

A) individual
B) social
C) group
D) member

Question 24

The personal motives of each member are called _______ goals.

A) individual
B) social
C) group
D) member

Question 25

Lazy behavior that some members use to avoid doing their share of the work is referred to as

A) social norms.
B) social loafing.
C) dysfunctional roles.
D) group neglect.

Question 26

Lindsey is part of a group that develops innovative technologies. Her group is very connected, and members are highly committed and express positive feelings for one another. Their group is called "The Dynamos," and they have their own logo. Members wear shirts with their group name every Friday. Lindsey's group is

A) cohesive.
B) networked.
C) independent.
D) passive.

Question 27

DiAndre is working with her group on a class project. She is motivated to do particularly well because she wants a top grade on the project. DiAndre's motivation is best described as a(n) _______ goal.

A) individual
B) social
C) group
D) member

Question 28

Mary Anne is in DiAndre's group for their class project. She feels like she has very capable group members that will pull through for the group. With that in mind, she contributes very little to the group herself. What best describes Mary Anne?

A) She's only concerned about group goals.
B) She doesn't prioritize procedural norms.
C) She's a social loafer.
D) She's stuck at the orientation stage of group development.

Question 29

Felicia and two other people often see each other at the library. They come to the library every Thursday night to discuss English literature. Felicia is often friendly to the other people at the library on Thursday nights. Another group meets Monday, which Felicia does not usually attend. Which part of this description shows group interaction?

A) Felicia and two other people often see each other at the library.
B) They come to the library every Thursday night.
C) They discuss English literature.
D) Felicia is often friendly to the other people at the library on Thursday nights.

Question 30

Official guidelines that govern what a group is supposed to do and how the members should behave are referred to as

A) social norms.
B) rules.
C) procedural norms.
D) task norms.

Question 31

These describe for the accepted components of a group's operation and decision-making.

A) Social norms
B) Rules
C) Procedural norms
D) Task norms

Question 32

Roles explicitly assigned to particular members by an organization or group are called _______ roles.

A) procedural
B) informal
C) formal
D) task

Question 33

Roles usually not explicitly recognized by a group, and that describe functions of group members, rather than their positions, are called _______ roles.

A) procedural
B) informal
C) formal
D) interaction

Question 34

Debra is the group member that helps find common ground between other group members and enables relationships to run smoothly. What best characterizes this kind of activity?

A) Task roles
B) Formal roles
C) Social roles
D) Gatekeeping roles

Question 35

Amber is the director of marketing at her company. What best describes her role?

A) It is an expert role.
B) It is a formal role.
C) It is a social role.
D) It is a gatekeeping role.

Question 36

Clifton is supervisor at his company. He is also a member of a tennis club that some of his associates from work are a part of. He encourages the less confident members of his tennis group. He often gives his tennis group members information about upcoming matches. He keeps aware of new exercises that tennis professionals are using to stay in shape and shares that information with the group. Which part of this description speaks of social roles?

A) Clifton is supervisor at his company.
B) He is also a member of a tennis club that some of his associates from work are a part of.
C) He encourages the less confident members of his tennis group.
D) He often gives his tennis group members information about upcoming matches.

Question 37

People draw closer when they agree on a similar aim or when their goals can be mutually satisfied. Which tip for enhancing cohesiveness is that statement most closely connected to?

A) Focus on shared goals.
B) Celebrate progress toward goals.
C) Build relationships.
D) Minimize competition between members.

Question 38

At which point in the four-stage development process that groups tend to go through would members back down from their earlier entrenched positions, and approach a consensus that one of the ideas they have been discussing is the best so far?

A) The emergence (or norming) stage
B) The reinforcement (or performing) stage
C) The orientation (or forming) stage
D) The conflict (or storming) stage

Question 39

The executive search committee recently met to discuss the pool of job candidates. Initially, they let each other know the candidate they each preferred without much disagreement. Once they knew whom the other preferred, things became rather contentious. Some candidates were eliminated from consideration. After much bickering, two candidates were considered the best qualified for the job. Committee members accepted the final two candidates to be interviewed and endorsed their decision to the faculty. Which portion of this description characterizes the reinforcement stage?

A) Initially, they let each other know the candidate they each preferred without much disagreement.
B) Once they knew whom the other preferred, things became rather contentious.
C) Some candidates were eliminated from consideration.
D) Committee members accepted the final two candidates to be interviewed and endorsed their decision to the faculty.

Question 40

Greg ensured that his group members were all motivated to help create the solution to the problem they were solving. As a result, they all worked for the best outcome. This advantage of group problem solving arises because

A) groups have more resources than individuals do.
B) group members can catch errors.
C) group work enhances buy-in.
D) groups benefit from diverse ideas.

Question 41

The "lone genius" idea, concerning world-changing ideas developed singlehandedly, is in practice very rare. Which fact about group problem solving is more often the reason for important breakthroughs?

A) Group members can catch errors.
B) Group work enhances buy-in.
C) Groups benefit from diverse ideas.
D) Groups can address problems beyond the capacity of one person.

Question 42

Which statement about group problem solving is false?

A) Groups have more resources than individuals do.
B) Group members can catch errors.
C) Groups are best at solving some problems.
D) Groups perform more efficiently the less structured they are.

Question 43

An annual fundraising drive in a small town had always done moderately, but not especially, well. One year, George-who had organized it for many years-decided to get some help and form a committee. He was joined by three enthusiastic members, one with experience of raising money for good causes, another with useful connections, and the third with premises which he made available at a reduced rate. To George's delight (and the town's), they made more than during the previous three years combined. What benefit of group problem solving most likely accounted for this?

A) Groups are best at solving some problems.
B) Groups have more resources than individuals do.
C) Group members can catch errors.
D) Group work enhances buy-in.

Question 44

Estefan is in a research discovery group at work. Together they have made a major scientific breakthrough. They could not have achieved this individually. What statement best characterizes this particular advantage of group problem-solving?

A) Group members can catch errors.
B) Group work enhances buy-in.
C) Group work decreases interdependence.
D) Groups benefit from diverse ideas.

Question 45

Bradley needs to clean out his storage unit. He asks five of his friends to help get it done, and they manage it faster than he could have done alone. What statement best characterizes this particular advantage of group problem-solving?

A) Group members can catch errors.
B) Group work enhances buy-in.
C) Groups benefit from diverse ideas.
D) Groups have more resources than individuals Groups are best at solving some problems.

Question 46

Group work enhances buy-in because

A) there is often more than one solution, and no easy answer to a problem.
B) group members can catch errors that an individual may overlook.
C) group members are most likely to accept solutions they have helped create.
D) individuals tend to have fewer resources than groups.

Question 47

Victoria has been drawing up the class schedules and timetables at her local high school for a long time. In recent years her town has grown slowly but consistently larger, and consequently all the schools in her immediate district now have larger intakes than ever before. Suddenly Victoria's task seems harder than before. She cannot decide which of the scheduling possibilities would work best, and so enlists the help of her colleagues, who are just as familiar with the school and its needs as she is, and just as aware that the calendar needs finalizing in good time before the semester starts. This situation points to the four main reasons why groups

A) have more resources than individuals do.
B) enhance buy-in when they work effectively.
C) benefit from diverse ideas.
D) are best at solving some problems.

Question 48

Which of the following is a way to encourage equal participation?

A) Share group experiences.
B) Question the relevance of remarks that are off-topic.
C) Develop a group norm that legitimizes disagreement.
D) Allow more time than usual for group development and discussions.

Question 49

The term _______ describes the tendency of some groups to support ideas without challenging them or providing alternatives.

A) unequal participation
B) information underload
C) balance
D) groupthink

Question 50

Owing to cultural diversity, people may be more or less comfortable speaking to the entire group, putting their thoughts in writing, speaking one on one, and so on. Which tip for maximizing the benefits and minimizing the pitfalls of multicultural teams is this connected to?

A) Allow more time than usual for group development and discussions.
B) Agree on clear guidelines for discussions, participation, and decision-making.
C) Use a variety of communication formats.
D) If possible, achieve an even distribution of people from various cultures.

Question 51

Group communication is improved when people with varying cultural perspectives feel comfortable expressing them. Which tip for maximizing the benefits and minimizing the pitfalls of multicultural teams is this connected to?

A) Allow more time than usual for group development and discussions.
B) Agree on clear guidelines for discussions, participation, and decision-making.
C) Use a variety of communication formats.
D) If possible, achieve an even distribution of people from various cultures.

Question 52

Which of the following is a way to make the most of diversity?

A) Share group experiences.
B) Question the relevance of remarks that are off-topic.
C) Develop a group norm that legitimizes disagreement.
D) Allow more time than usual for group development and discussions.

Question 53

Estelle is in a study group. The group has six members. They are all biology majors and have had many classes together. Everyone in her study group wants to make a good grade on their project. Anton wants to make the main decision about the topic, but Denise then says she does too. There is quite a bit of personal animosity between the two, which makes Estelle and the other group members a little reluctant to air their own opinions. They know that each of the group members have different preferences for communicating their ideas, so they often discuss ideas on an Internet message board as well as in class. Which part of this description indicates a way to make the most of diversity?

A) There is quite a bit of personal animosity between the two, which makes Estelle and the other group members a little reluctant to air their own opinions.
B) They are all biology majors and have had many classes together.
C) Everyone in her study group wants to make a good grade on their project.
D) They know that each of the group members have different preferences for communicating their ideas, so they often discuss ideas on an Internet message board as well as in class.

Question 54

Estelle is in a study group. The group has six members. They are all biology majors and have had many classes together. Everyone in her study group wants to make a good grade on their project. Anton wants to make the main decision about the topic, but Denise then says she does too. There is quite a bit of personal animosity between the two, which makes Estelle and the other group members a little reluctant to air their own opinions. They know that each of the group members have different preferences for communicating their ideas, so they often discuss ideas on an Internet message board as well as in class. Which part of this description indicates a potential risk for groupthink?

A) There is quite a bit of personal animosity between the two, which makes Estelle and the other group members a little reluctant to air their own opinions.
B) They are all biology majors and have had many classes together.
C) Everyone in her study group wants to make a good grade on their project.
D) They know that each of the group members have different preferences for communicating their ideas, so they often discuss ideas on an Internet message board as well as in class.

Question 55

This stage of the problem-solving model involves proposing solutions through brainstorming or by contributing written ideas anonymously.

A) Identify the problem.
B) Analyze the problem.
C) Develop creative solutions.
D) Select an option.

Question 56

Captain Billows is the meteorologist in his squadron. The squadron controls an outlying airfield. When they are asked whether Friday evening will be a good night to receive air cargo, they refer to Captain Billows. What effective way to reach a group decision does this best exemplify?

A) Relying on the expert
B) Reaching consensus
C) Letting the majority decide
D) Honoring authority rule

Question 57

At which stage of the structured problem-solving model does conducting a force field analysis typically occur?

A) When you word the problem as a broad, open question
B) When you identify criteria for success
C) When you gather relevant information
D) When you consider forces for and against

Question 58

The marketing team has conducted brainstorming sessions and come up with some great ideas. Next, they asked themselves, "Which solution is the most achievable?" They then know what actions they should take and the resources they will need to make it happen. After they have taken action, they realize they can modify their actions to improve the effectiveness of their solution. Each group member supports the solution. Which part of this description includes selecting an option?

A) The marketing team has conducted brainstorming sessions and come up with some great ideas.
B) Next, they asked themselves, "Which solution is the most achievable?"
C) They then know what actions they should take and the resources they will need to make it happen.
D) After they have taken action, they realize they can modify their actions to improve the effectiveness of their solution.

Question 59

The marketing team has conducted brainstorming sessions and come up with some great ideas. Next, they asked themselves, "Which solution is the most achievable?" They then know what actions they should take and the resources they will need to make it happen. After they have taken action, they realize they can modify their actions to improve the effectiveness of their solution. Each group member supports the solution. Which part of this description includes implementing a plan?

A) The marketing team has conducted brainstorming sessions and come up with some great ideas.
B) Next, they asked themselves, "Which solution is the most achievable?"
C) They then know what actions they should take and the resources they will need to make it happen.
D) After they have taken action, they realize they can modify their actions to improve the effectiveness of their solution.

Question 60

At which stage of moving toward a group decision has consensus been reached?

A) When all group members support a decision
B) When at least 51% of group members support a decision
C) When an executive decision is made
D) After all group members have had their say

Question 61

Identify six blunders to avoid at work.

Question 62

Name four of the six types of power exercised in professional settings.

Question 63

Name the four characteristics embodied by small groups as defined in the textbook.

Question 64

Name five of the nine recommended ways to make the most of online meetings.

Question 65

Why shouldn't you overshare at work?

Question 66

What are the best communication strategies for potential leaders to adopt?

Question 67

How are groups affected by rules and norms?

Question 68

Describe cohesiveness in groups.

Question 69

Why is it true that, in most cases, groups can produce higher-quality solutions than individuals working alone?