CHAPTER 2 Developing Team, Listening, and Etiquette Skills1
Chapter 2—Developing Team, Listening, and Etiquette Skills
DIFFICULTY (DIF)TYPEOTHER CODES
5 = Most difficultAp: Application questionANS: Answer
3 = Average difficultyCon: Conceptual questionREF: Page Reference
1 = Least difficultDef: DefinitionOBJ: Chapter Objective
NOT: Note (feedback/explanations) AAC: AACSB Competencies
* Question used in Web Chapter Review quiz
MULTIPLE CHOICE
- Which of the following is an example of a hard skill?
a.Being able to work well as part of a team
b.Knowing how to engage in appropriate small talk at a business social function
c.Having the ability to properly enter accounting transactions in QuickBooks
d.All of the above
ANS:CDIF:3REF:p. 34OBJ:2-1TYPE:Con
TOP:Recognizing the Importance of Soft Skills in Today’s Workplace
NOT:
a.Being able to work well as part of a team is a soft skill.
b.Engaging in appropriate small talk is a soft skill.
c.Entering accounting transactions using software is a hard skill.
d.Only entering accounting transactions using software is a hard skill; working well as part of a team and engaging in appropriate small talk are soft skills.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion - Abby knows that her soft skills will be evaluated during her job interview. Which of the following skills should she practice in order to prepare for her interview?
a.Shaking hands appropriately
b.Exhibiting posture that shows confidence and professionalism
c.Speaking clearly and giving concise answers to interview questions
d.All of the above
ANS:DDIF:5REF:p. 34OBJ:2-1TYPE:Ap
TOP:Recognizing the Importance of Soft Skills in Today’s Workplace
NOT A-D:
Etiquette expertise, nonverbal behavior, and oral communication skills are all examples of soft skills.
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis - The reasons that organizations form teams are that teams usually make better decisions, respond faster, increase productivity, achieve greater “buy-in,” exhibit less resistance to change, improve employee morale, and
a.are used extensively in every culture.
b.are proficient in using technology.
c.experience less hostility among team members.
d.result in less risk for individual members
ANS:DDIF:3REF:p. 35OBJ:2-1TYPE:Con
TOP:Preparing to Work With Groups and Teams
NOT:
a.Although teams are used extensively throughout the world, they are not used in every culture.
b.Although team members may be proficient in using technology, that does not explain why organizations form teams.
c.Hostility among team members has nothing to do with the motivation for organizations to form teams.
d.One of the principal reasons that organizations form teams is that responsibility for team decisions is diffused, thus carrying less risk for any individual decisions.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
AAC: Tier 1—Communication; Tier 2—Teamwork - Bruce is part of a team that is working to come up with a marketing plan for a new product. Team members are spread all over the country and don’t meet in person. Instead, they use communication technology that allows them to meet at a distance to collaborate on the project. Because members use technology to stay connected, Bruce is part of a
a.group.
b.cross-functional team.
c.virtual team.
d.self-directed team.
ANS:CDIF:5REF:p. 36OBJ:2-1TYPE:Ap
TOP:Preparing to Work With Groups and Teams
NOT A-D:
Bruce and his colleagues are considered to be a virtual team, whose members use the Web and other communication technologies to help them exchange ideas, make decisions, and stay connected.
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis
AAC: Tier 1—Communication; Tier 2—Teamwork - A task force was formed to discuss ways to increase office productivity. The task force members had trouble at first but finally the tension subsided, roles became clear, and information began to flow between members. In what phase of team development is this task force?
a.Forming
b.Storming
c.Norming
d.Performing
ANS:CDIF:5REF:p. 38OBJ:2-1TYPE:Ap
TOP:Preparing to Work With Groups and Teams
NOT:
a.During the forming phase of team development, individuals get to know each other.
b.In the storming phase of team development, members define their roles and responsibilities and often encounter conflict.
c.When teams overcome initial tension and sort out their roles, they have progressed to the norming stage.
d.In the performing phase of team development, team members learn to share information and work together unhindered by conflicts.
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis
AAC: Tier 1—Communication; Tier 2—Teamwork - A team has been formed to decide how to expand the company’s customer base. They are just starting to define their roles and responsibilities and are deciding how they will reach their 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
ANS:BDIF:5REF:p. 37OBJ:2-1TYPE:Ap
TOP:Preparing to Work With Groups and Teams
NOT:
a.During the forming phase of team development, individuals get to know each other.
b.In the storming phase of team development, members define their roles and responsibilities and often encounter conflict.
c.In the norming phase of team development, roles clarify and information begins to flow between members.
d.In the performing phase of team development, team members learn to share information and work together unhindered by conflicts.
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis
AAC: Tier 1—Communication; Tier 2—Teamwork - Select the least accurate statement about team development.
a.When team members have dissimilar personality types, they may take longer to get through
the storming phase.
b.The first phase is the forming phase, where individuals attempt to bond and begin to develop
trust in one another.
c.No matter the ultimate goal, all teams eventually reach the final phase, the performing phase.
d.Formal leadership is not necessary during the norming phase because everyone on the team
takes on leadership functions.
ANS:CDIF:3REF:pp. 37-38OBJ:2-1TYPE:Con
TOP:Preparing to Work With Groups and Teams
NOT:
a.Teams composed of dissimilar personality types may take longer to progress through the storming phase.
b.During the first phase, which is the forming phase, individuals get to know each other. As they search for similarities and attempt to bond, they begin to develop trust in each other.
c.Some groups never reach the final stage of performing.
d.Formal leadership is unnecessary during the norming phase because everyone takes on leadership functions. - The most effective groups 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 and other technology to communicate.
d.let the group leader make all decisions.
ANS:ADIF:3REF:p. 38OBJ:2-2TYPE:Con
TOP:Analyzing Positive and Negative Team Behavior
NOT A-D:
The most effective groups have members who are willing to establish rules and abide by those rules.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
AAC: Tier 1—Communication; Tier 2—Teamwork - Ashja has just been appointed to a committee and wants to be a positive member. Which of the following is the worst advice you can give her?
a.Try to involve members who are too quiet.
b.Tell a lot of jokes throughout the meeting to ease tensions.
c.Share your ideas with other team members, even if they might not be adopted.
d.Show interest in what other committee members have to say.
ANS:BDIF:5REF:p. 38OBJ:2-2TYPE:Ap
TOP:Analyzing Positive and Negative Team Behavior
NOT:
a.Encouraging members to participate is positive team behavior.
b.Excessive joke-telling is negative team behavior.
c.Contributing information and ideas is positive team behavior.
d.Showing interest by listening actively is positive team behavior.
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis
AAC: Tier 1—Communication; Tier 2—Teamwork - 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.
ANS:ADIF:3REF:p. 39OBJ:2-2TYPE:Con
TOP:Analyzing Positive and Negative Team Behavior
NOT:
a.Conflict is a normal part of every workplace and every team.
b.When managed properly, conflict can actually improve decision-making, clarify values, increase group cohesiveness, stimulate creativity, decrease tensions, and reduce dissatisfaction.
c.Although unresolved conflict can destroy morale and reduce productivity, conflict itself should not be avoided because, when managed properly, it can improve group performance.
d.Conflict is not always negative.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
AAC: Tier 1—Communication; Tier 2—Teamwork - Lanny and Jane get into an argument during a meeting about how to prepare a proposal. What is the first thing they should do 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.
ANS:CDIF:5REF:p. 39OBJ:2-2TYPE:Ap
TOP:Analyzing Positive and Negative Team Behavior
NOT A-D:
The first step in the six-step procedure for dealing with conflict is to listen to make sure that you understand the problem.
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis
AAC: Tier 1—Communication; Tier 2—Teamwork - Which of the following situations may cause a team to fall victim to groupthink?
a.Ethan is a weak team leader.
b.Jingfang’s team is composed of individuals from several different countries.
c.Jessica’s team has set specific procedures for evaluating information before making a
decision.
d.Team leader Rich is pushing his group to make a quick decision.
ANS:DDIF:5REF:p. 39OBJ:2-2TYPE:Ap
TOP:Analyzing Positive and Negative Team Behavior
NOT:
a.A strong leader, not a weak leader, who favors a specific decision can lead to groupthink.
b.Team members with similar backgrounds can be a cause of groupthink.
c.A lack of methodical procedures can lead to groupthink.
d.A demand for a quick decision can lead to groupthink.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
AAC: Tier 1—Communication; Tier 2—Teamwork - A team must decide whether to adopt a new procedure for handling employee grievances. Team members have decided to appoint a subcommittee to investigate and make a recommendation for action. What method for reaching group decisions is this team using?
a.Minority
b.Consensus
c.Authority rule with discussion
d.Averaging
ANS:ADIF:5REF:p. 40OBJ:2-2TYPE:Ap
TOP:Analyzing Positive and Negative Team Behavior
NOT:
a.This team is using the minority method, which relies on a subcommittee to reach a decision.
b.A consensus requires all group members to reach agreement. This team is using the minority method, which relies on a subcommittee to reach a decision.
c.Authority rule with discussion allows group members to voice their opinions but leaves the final decision to the group leader. This team is using the minority method, which relies on a subcommittee to reach a decision.
d.Averaging requires that all team members haggle, bargain, cajole, and negotiate to reach a middle position. This team is using the minority method, which relies on a subcommittee to reach a decision.
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis
AAC: Tier 1—Communication; Tier 2—Teamwork - A team of managers is rewriting the company’s mission statement. Because this decision will have such far-reaching and long-term effects, members want to make sure that they 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
ANS:BDIF:5REF:p. 40OBJ:2-2TYPE:Ap
TOP:Analyzing Positive and Negative Team Behavior
NOT A-D:
With consensus, the discussion continues until all team members have aired their opinions and, ultimately, agree. Although time-consuming, this group decision-making method produces the most creative, high-quality discussion.
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis
AAC: Tier 1—Communication; Tier 2—Teamwork - Nicole 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.have a formal leader.
ANS:BDIF:5REF:p. 41OBJ:2-2TYPE:Ap
TOP:Analyzing Positive and Negative Team Behavior
NOT:
a.The most creative teams are composed of male and female members who differ in age, ethnicity, social background, training, and experience.
b.The best teams develop procedures to guide them.
c.Poorly functioning teams avoid conflict, preferring sulking, gossiping, or backstabbing.
d.Effective teams often have no formal leader.
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis
AAC: Tier 1—Communication; Tier 2—Teamwork - William has agreed to be a team leader in his organization. Ethically, he must do his best, behave with the group’s good in mind, be committed to fair play, expect to give and receive a fair hearing, and
a.provide guidance in using technology efficiently.
b.resolve deadlocks by casting a decisive vote.
c.strive to make the team support her point of view when she is convinced she is right.
d.be willing to model appropriate team behavior.
ANS:DDIF:5REF:p. 42OBJ:2-2TYPE:Ap
TOP:Analyzing Positive and Negative Team Behavior
NOT A-D:
Ethically, William must be willing to model appropriate team behavior. Ethically, he is not expected to provide guidance in using technology, and he should not resolve deadlocks by casting a decisive vote or making the team support his point of view.
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis
AAC: Tier 1—Communication; Tier 2—Teamwork
AAC: Tier 1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilities - 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.Because of advances in technology, the number of face-to-face business meetings is
declining rapidly.
d.Meetings are an excellent way to communicate information that does not require immediate
feedback.
ANS:BDIF:3REF:pp. 43-44OBJ:2-3TYPE:Con
TOP:Planning and Participating in Productive Meetings
NOT:
a.Many people think meetings waste time and accomplish nothing.
b.Although meetings are often time-consuming, they can also be looked upon as opportunities
to demonstrate leadership, communication, and problem-solving skills.
c.As business becomes more team-oriented and management becomes more participatory, people are attending more meetings than ever.
d.E-mail messages, memos, or letters should be used to communicate information that does not
require immediate feedback.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
AAC: Tier 1—Communication; Tier 2—Meetings - Kendra manages the Human Resources Department for her company. The due dates for payroll reports will be changing slightly, and she needs to communicate this information to all company managers. Kendra 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 her decide whether to call a meeting.
d.use the grapevine to get the message out.
ANS:ADIF:5REF:p. 44OBJ:2-3TYPE:Ap
TOP:Planning and Participating in Productive Meetings
NOT:
Meetings should not be called to distribute information. An e-mail or text message would be most efficient to inform managers.
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis
AAC: Tier 1—Communication; Tier 2—Meetings
AAC: Tier 1—Technology; Tier 2—Asynchronous messaging - The real expense of a meeting is the
a.time spent arranging it.
b.cost of the paperwork that is generated.
c.cost of the refreshments that are served.
d.lost productivity of all the people attending.
ANS:DDIF:3REF:p. 44OBJ:2-3TYPE:Con
TOP:Planning and Participating in Productive Meetings
NOT A-D:
The real expense of a meeting is the lost productivity of all the people attending.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
AAC: Tier 1—Communication; Tier 2—Meetings - Lars is planning a meeting to decide on a new policy for evaluating probationary employees. How many participants should he 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
ANS:BDIF:5REF:p. 44OBJ:2-3TYPE:Ap
TOP:Planning and Participating in Productive Meetings
NOT A-D:
When decisions need to be made, the best number is five or fewer participants.
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis
AAC: Tier 1—Communication; Tier 2—Meetings - Which of the following statements about meeting agendas is least accurate?
a.An agenda of meeting topics should be distributed at least two days before the meeting.
b.An agenda should include as many items as necessary to accomplish your purpose.
c.A proposed allotment of time for each item should be included on an agenda.
d.The agenda should include any premeeting preparation expected of participants.
ANS:BDIF:3REF:p. 44OBJ:2-3TYPE:Con
TOP:Planning and Participating in Productive Meetings
NOT:
a.At least two days in advance of a meeting, distribute an agenda of topics to be discussed.
b.To keep meetings productive, limit the number of agenda items.
c.An agenda should include a proposed allotment of time for each item.
d.An agenda should include any reports or materials that participants should read in advance.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
AAC: Tier 1—Communication; Tier 2—Meetings - To conduct an effective and efficient meeting, Deborah should
a.wait until all participants arrive before beginning the meeting.
b.make all final decisions after the group discusses each issue.
c.go over ground rules at the beginning of the meeting.
d.do as much talking as possible to be sure all issues are covered thoroughly.
ANS:CDIF:5REF:pp. 44-46OBJ:2-3TYPE:Ap
TOP:Planning and Participating in Productive Meetings
NOT:
a.Meetings should start on time even if some participants are missing.
b.The group should reach a consensus on decisions.
c.Deborah should open the meeting with a three- to five-minute introduction that includes the ground rules to be covered.
d.The meeting leader should do as little talking as possible while keeping the meeting on