Deck 11: Getting Along With Co-Workers and Customers

Question 1

An important component of teams that differs from groups is that:

A) only teams have formal goals.
B) teams are made up of people only from the same department.
C) teams tend to develop specific self-images as a team.
D) team member efforts are disconnected.

Answer 1

B

Question 2

A _______is a diverse group of people:

A) team
B) group
C) workplace
D) company

Answer 2

A

Question 3

All teams and groups go through all of the stages of group development except:

A) adjourning.
B) performing.
C) storming.
D) norming.

Answer 3

A

Question 4

A major problem with exaggerated compliments is that they:

A) will create a craving for more of the same.
B) are likely to be perceived as insincere.
C) are not based on positive reinforcement.
D) are not difficult to come up with.

Question 5

The best way to deal with your romance at the office is to:

A) announce to everyone in your department that you are seeing this person.
B) say nothing directly but let people know what is going on by quietly holding hands.
C) create projects to work on together.
D) keep the relationship confidential and restricted to after hours.

Question 6

Which of the following is likely to be the least effective approach to being an effective team player?

A) Follow the golden rule.
B) Provide emotional support to coworkers.
C) Engage in shared laughter.
D) Pass along confidential information to others.

Question 7

Giving co-workers __________ but tactful answers to their requests for your opinion is one useful way of developing open relationships.

A) aggressive
B) frank
C) dismissive
D) positive

Question 8

A recommended tactic for improving teamwork is to:

A) brag about being the manager's favourite.
B) get the group to engage in shared laughter.
C) join a clique within the group.
D) avoid getting involved in the problems of group members.

Question 9

If team members are uncomfortable with each other and are very cautious when they communicate with others, it is most likely that this team is in which stage of group development?

A) Storming
B) Performing
C) Adjourning
D) Forming

Question 10

To deal effectively with difficult people you are advised to:

A) begin by using nonhostile humour.
B) take the problem personally rather than professionally.
C) use a combination of approaches.
D) refer the problem to your manager.

Question 11

Larry is insulted by a person from another department because he is late with a report. To maintain perspective, Larry should:

A) recognize that dealing with a variety of personalities is just part of the job.
B) send the insulter a nasty e-mail message.
C) retaliate with an exaggerated compliment.
D) immediately report this person's comment to his or her boss.

Question 12

Which of the following is NOT a barrier to team effectiveness?

A) Time Constraints.
B) Strong Communication.
C) Conflicting Goals of Group Members.
D) Competition Instead of Cooperation.

Question 13

A condition of synergy occurs when teamwork is so good that the:

A) team leader performs in an outstanding manner.
B) members take turn of being the leader.
C) the output of the group is more than the sum of the individual contributions.
D) an outsider can sense the excitement in the air.

Question 14

Visualizing that everyone in the workplace is wearing a small sign around the neck is recommended for the tactic:

A) put a deposit in the favour bank.
B) be a team player.
C) avoid backstabbing.
D) make other people feel important.

Question 15

Which of the following roles involves making excuses for not doing his or her part on the team?

A) the "Yes, But" Player.
B) the Mean and Unethical Player.
C) the Distracter.
D) the Whiner/Complainer.

Question 16

An employee who wants to be a good team player should:

A) avoid giving information and opinions to coworkers.
B) avoid asking for favours from other team members.
C) keep jokes to himself or herself.
D) provide emotional support to group members.

Question 17

To use humour effectively in dealing with difficult people, show them:

A) how disturbed they really are.
B) that they are a welcome team member.
C) that they are creating synergy.
D) how their behaviour is blocking others.

Question 18

Alice is given a gold pin honouring her 25 years of good service to the firm. Which of the following compliments paid her best fits the qualities of an appropriate compliment?

A) "I don't know where the company would be without you."
B) "I guess the company isn't fussy." (said with a laugh.)
C) "I'm impressed with your reputation and stability."
D) "With your record, you should be an executive."

Question 19

A major reason that being civil is a noticeable characteristic in the workplace is that:

A) crude, rude, and obnoxious behaviour has become a major problem.
B) having civil workers is usually a top-management goal.
C) it usually reflects high intelligence on your part.
D) aside from sales representatives, few workers engage in civil behaviour.

Question 20

The purpose of backstabbing is usually to:

A) become an open and candid person.
B) improve organizational efficiency.
C) retaliate for an injustice.
D) discredit somebody else.

Question 21

A direct way of sharing credit with coworkers is to point out that your achievements are really part of a team effort.

Question 22

Hidden agendas are personal goals that a member has that will help the group producer good results.

Question 23

The most important factor that keeps a customer coming back is:

A) good customer service.
B) deep discounts.
C) a smiling sales representative
D) repeated advertising.

Question 24

Being civil is a tactic to make others dependent on you so you can get them to act on your behalf when you need a favour.

Question 25

The most basic principle of selling is to:

A) smile at every customer.
B) sell at a below-average price.
C) get the buyer to make a larger purchase than originally planned.
D) identify and satisfy customer needs.

Question 26

Following the golden rule is likely to characterize someone as being a poor team player.

Question 27

When groups or teams adjourn, some members may have feelings similar to the grieving process.

Question 28

The coordinator is mature, confident, and a natural team leader.

Question 29

Good team play is based on working cooperatively with other team members.

Question 30

Backstabbing tends to increase in frequency when competition for jobs becomes less intense.

Question 31

The team worker is challenging, dynamic, and thrives under pressure.

Question 32

Companies are the least likely to restrict romantic involvements between:

A) managers and group members.
B) top executives and lower-ranking employees.
C) coworkers.
D) married employees and single employees.

Question 33

The non-participator can be a psychological deserter who may appear bored with or above the pettiness of group interaction.

Question 34

Boasting about your accomplishments helps the group to stay on-task.

Question 35

The resource investigator is creative, imaginative, and unorthodox.

Question 36

The first stage of group development is storming.

Question 37

When a customer has a complaint, it is most helpful to:

A) politely explain how your company is not at fault for the problem.
B) point out the humorous aspects of their problem.
C) help the customer understand how annoying this is for you by complaining about other customers you have had to deal with in the past.
D) listen and find a way to address the problem in a helpful manner.

Question 38

The purpose of the tactic "make other people feel important" is to create situations whereby people owe you a favour.

Question 39

Which of the following actions is the least likely to enhance customer satisfaction?

A) Allow customer satisfaction goals to emerge spontaneously.
B) Satisfy the needs of your customers first.
C) Smile whether or not you like the customer.
D) Avoid defensiveness about customer complaints.

Question 40

The "Yes, But" Player. This person is basically responsible for his or her part on the team.

Question 41

Being judgmental is a recommended tactic for dealing with difficult people because it puts them in their place.

Question 42

An internal customer is one who telephones an order directly to the company, thus not dealing with an outside sales representative.

Question 43

The tactic "use appropriate compliments" is based on the concept of positive reinforcement.

Question 44

Be helpful rather than defensive when a customer complains.

Question 45

It is effective to be harsh in your confrontations with coworkers about their annoying behaviour by preceding compliments with a criticism.

Question 46

The specialist is a single-minded self-starter.

Question 47

How much effort you invest in satisfying customers should be related to the company's customer satisfaction goals.

Question 48

The Whiner/Complainer boost the entire spirit of the group with continual complaining and whining.

Question 49

Customers who can get a problem resolved in one contact with the company are approximately twice as likely to remain loyal as those who require three or more contacts.