Deck 9: Top Performance Through Empowerment, Teamwork, and Communication

Question 1

Cohesive teams do all but the following:

A) achieve higher levels of performance.
B) consistently perform better than other teams.
C) members tend to be more motivated.
D) coach disgruntled members.

Answer 1

D

Question 2

Maximum team effectiveness occurs when a team has ________ members.

A) 3
B) 7
C) 12
D) 14

Answer 2

B

Question 3

What is a characteristic of the storming stage of team development?

A) Members try to clarify their roles and expectations.
B) Members resolve differences.
C) Members get to know each other and what behaviours are acceptable.
D) Team members disband.

Answer 3

A

Question 4

Which of the following is not a benefit of a company employing empowerment techniques?

A) creates more of a feeling of ownership on the part of workers
B) frees managers from hands-on control of workers
C) motivates workers with challenges
D) reduces recruitment needs

Question 5

Which situation is most likely to undermine team cohesiveness?

A) Team members genuinely like each other.
B) Team members share common goals.
C) Team members are unsure of the team's mission.
D) Team members have similar attitudes toward work.

Question 6

Team cohesiveness ____________ when members interact frequently, share common attitudes and goals, and enjoy being together.

A) waivers
B) increases
C) deteriorates
D) decreases

Question 7

Which type of team provides the greatest diversity of skill and background for its members?

A) self-managed
B) virtual
C) problem-solving
D) cross-functional

Question 8

Approximately, what fraction of firms currently use work teams?

A) 20%
B) 35%
C) 50%
D) 70%

Question 9

Which of the following is a work team that has the authority to decide how its members will complete their daily tasks?

A) self-managed team
B) virtual team
C) cross-functional team
D) problem-solving team

Question 10

Which of the plans below benefits employees by giving them ownership stakes in their companies, leading to potential profits as the value of their firm increases?

A) savings bond
B) employee stock ownership plan
C) employer/employee contribution plan
D) shareholder plan

Question 11

Managers promote _______ by giving employees the authority and responsibility to make decisions about their work without traditional managerial approval and control.

A) decision-making
B) empowerment
C) authority
D) information sharing

Question 12

Consensus about the leader's role develops in the ________ stage.

A) forming
B) storming
C) norming
D) adjourning

Question 13

Which of the following allows employees to share ownership in the firm by offering them the right to buy a specified amount of a company stock at a given price within a given time period?

A) derivatives
B) employee stock ownership plan
C) RRSP plan
D) stock options

Question 14

During which stage of development do members focus on solving problems and accomplishing tasks?

A) forming
B) storming
C) norming
D) performing

Question 15

________ represents the strength that comes from differences in abilities, knowledge, experience, and other team factors.

A) Team level
B) Team diversity
C) Team cohesiveness
D) Team dynamics

Question 16

The team's average level of ability, experience, personality, or any other factor, is referred to as which of the following?

A) team level
B) team diversity
C) team cohesiveness
D) team dynamics

Question 17

Cohesive teams often experience high turnover of members.
B) False

Question 18

Will is the Customer Service manager for a mid-sized firm. The number of callers who have complaints has increased. What kind of team should Will assemble to help him determine the reason for the complaints?

A) work team
B) virtual team
C) cross-functional team
D) problem-solving team

Question 19

During which stage of development does a team resolve differences and accept each other?

A) forming
B) storming
C) norming
D) performing

Question 20

One of the most effective methods of empowering employees is to:

A) give them more job duties.
B) keep them informed of the firm's financial performance.
C) become a more profitable company.
D) decrease outsourcing.

Question 21

A meaningful exchange of information through messages can be defined as:

A) message receipt.
B) listening.
C) communication.
D) all of the above.

Question 22

The best way to handle team conflict is to:

A) ignore it.
B) focus on emotional issues first.
C) avoid conflict in the first place by removing potentially disruptive team members.
D) establish good communications and respect within the team.

Question 23

An example of "noise" in the communication process would be:

A) the phone ringing when you are trying to read an e-mail.
B) losing cell phone connection during a conversation.
C) a difference in perceptions or attitudes between the sender and receiver.
D) all of the above.

Question 24

When a company crisis occurs, which of the following is the best tactic for top management to take when responding to external questions?

A) Avoid responding until all the facts are known.
B) Designate someone from staff to respond to avoid limelight.
C) Indicate when the answer is unknown, but indicate an answer will be sought.
D) Lessen public concern by withholding certain facts.

Question 25

The First Third Bank is planning to lay off 10% of its workforce. Which communication channel would be most appropriate for this type of message?

A) An e-mail message.
B) An all company meeting presided over by the bank president with a handout explaining the severance package.
C) An interview with the local newspaper, followed by an all-company e-mail message.
D) Printed material sent to employees' homes and posted on the lunchroom wall.

Question 26

Most business communication takes place within the _________ zone.

A) intimate
B) personal
C) social
D) public

Question 27

Jenna is developing a crisis management plan for her company. Which of the following recommendations should she change?

A) Company executives should quickly appear before the press.
B) Stick to the facts. Don't speculate.
C) If you don't know the answer, say "no comment."
D) Identify and speak directly to your audience.

Question 28

In a study of face-to-face communication, which type of cues were the most important in message interpretation?

A) verbal cues
B) vocal cues
C) gestures
D) facial expressions

Question 29

Encoding a message includes:

A) providing a feedback loop.
B) choosing a context.
C) translating meaning into understandable terms.
D) processing interference.

Question 30

Most people rely primarily on ______ to interpret messages.

A) facial expressions
B) words
C) context
D) tone of voice

Question 31

After several days, a listener remembers ________ of a message she's heard.

A) 15%
B) 25%
C) 50%
D) 70%

Question 32

________ focuses on individuals or personal issues.

A) Cognitive conflict
B) Affective conflict
C) Communication conflict
D) Goal conflict

Question 33

Diversity awareness programs can often reduce conflict.

Question 34

Which communication element below is a type of interference that influences the transmission of messages and feedback?

A) audience
B) feedback
C) noise
D) context

Question 35

Which type of conflict could potentially strengthen a team?

A) cognitive
B) affective
C) emotional
D) cohesive

Question 36

Which communication channel carries messages from someone who holds a senior position in the organization to subordinates?

A) formal communication
B) downward communication
C) nonverbal communication
D) personal communication

Question 37

________ focuses on problem-related differences of opinion.

A) Cognitive conflict
B) Affective conflict
C) Communication conflict
D) Goal conflict

Question 38

Which type of listening occurs when the receiver of the message believes the sender is attempting to gain advantage in the communication?

A) polite listening
B) offensive listening
C) defensive listening
D) active listening

Question 39

All external communication with customers should be designed to create goodwill and contribute to customer satisfaction, even when they are protesting loudly at you.

Question 40

An internal information channel in an organization that passes information from unofficial sources is referred to as which of the following?

A) grapevine
B) backchannel
C) information line
D) gossip